(2) Welcome: When the guests arrive at the distance of 1.5-2 meters, all customers should bow at 35 degrees and greet the guests actively, neatly, politely and with a smile: "Good evening, sir/madam! Welcome! "
(3) Asking the guest: The customer takes the initiative to say hello. "Do you have a reservation, sir/madam?" If the guest says he has made a reservation, the customer should ask the guest for the room/station number and surname he reserved, and then look it up quickly on the computer. Check with the guests when you find it. For example, "You are Mr./Ms. XXX, and you have reserved room XX. Contact number XXXXXXX, etc. " If the guest has no reservation, ask if the guest is coming to KTV, disco, performing arts bar, etc.
(4) Guide the guests: the customers on the first floor guide the guests into the elevator.
(5) Introduce the company's equipment and consumption: customers on the first floor can briefly introduce the company's facilities, equipment and consumption price when guiding guests to the elevator on the floor.
(6) Handover with regional customers: When the floor customers receive the guests handed over by the customers on the first floor, both parties should make clear the handover, but make clear the room number, customer name and contact number; Unscheduled guests should know the type of room they need.
(7) Guide the guest to the room/dining table: guide the guest to his room/dining table according to the type of room/dining table required by the guest.
(8) Card opening: No matter whether it is an reserved guest or a non-reserved guest, after the guest confirms the room, the customer must clearly open the card according to the specifications.
(1) Kagan pays the cashier: after the customer opens the card according to the specifications, insert the card body into the card box at the door, and Kagan pays the cashier (the cashier opens the room quickly).
(10) Welcome: customers will return to their posts quickly after paying Kagan, and welcome the arrival of the next batch of guests according to regulations.
(1 1) after-hours meeting; Gather after work and listen carefully to the evaluation of the department head on the work service that night. If the guest has problems at work, try to solve them by himself, and inform the supervisor in time if they can't solve them. When the boss arranges a job, he must obey it first and then complain.
Four, the customer (usher) service process and polite language
1, welcome: "Good evening, welcome! Have you made a reservation, sir/madam? "
(1) If a guest makes a reservation, "Excuse me, sir/madam, what's your name? Just a moment, please. I'll check it for you. Sorry to have kept you waiting. Please come this way. "
(2) If the guest doesn't make a reservation: "Excuse me, sir/madam, would you like to sit in the room or in the lobby?"
A. If the guests want to sit in the lobby: "Sir/Miss, please buy tickets here, thank you for XX yuan/person (and take the guests to the ticket office, and introduce the entertainment items and consumption standards in the lobby by the way. If the guest needs to be seated, we are obliged to take the guest to the place he asks.
B, if the guest wants to sit in the lobby: "I'm sorry (very sorry), the room is temporarily reserved. Just a moment, please. I'll arrange it for you as soon as possible. What is your name, please? " How many people? What kind of room do you need to reserve? Please wait a moment. ""I'm sorry to have kept you waiting, Mr./Ms. XX. I'll arrange a room for you in XX, with a minimum charge of XX. Is it okay? This way, please, Mr./Ms. XX. "
C. When bringing guests into the room, knock on the door three times first (moderately). "Excuse me, please come in. Excuse me, Mr./Ms. XX, may I book a room for you now? Thank you, have a good time, and the lobby attendant will continue to serve you. " Then leave the room, open the card, send the card to the cashier, inform the cashier to open the room, and inform the reservation person or his regional manager.
D. If you can't arrange rooms for the guests: "Mr./Ms. XX, I'm sorry, I can't arrange rooms for you at the moment. If possible, please leave your phone number or sit in the lobby for a while. I'll tell you as soon as there is a room. " If the guests are willing, they should arrange everything for them soon.
2. Polite language for answering the phone:
"hello! XX club, may I have your name? Mr./Ms. XX, what can I do for you? How many Mr./Ms. XX? What kind of room does Mr./Ms. XX need to book? The minimum consumption of XX room today is XX. It is not convenient for Mr./Ms. XX to leave your phone number. I reserved room XX for you. Would you please arrive before XX? Thank you for calling, goodbye. "
3. If a guest calls to make a reservation, and it happens that the room is fully booked or there is no room type he needs, what should he do? "Sorry, Mr./Ms. XX, the room in XX is temporarily fully booked now. If possible, please leave me a phone number. I'll let you know as soon as there is a room. Thank you for calling, please register now.
4. Accompanying procedures:
(1), walk in front of the guests first and keep your distance from them.
(2) Don't be too slow, let's turn around in three steps.
(3) Actively and enthusiastically introduce the company's business projects and politely answer the guests' questions.
(4) Knock on the door three times (moderately) before bringing guests into the room.
(5) Don't run in the business place under any circumstances.
5. Transfer room: "Who is Mr./Ms. XX? Does Mr./Ms. XX want to transfer to a room of XX type?" Mr./Ms. XX, I'll take you to XX room to see if you are satisfied (introduce the consumption of the room) ".
6. Merge rooms: Please ask clearly before merging rooms.
7. seeing the guests off: "thank you for coming, please take care and welcome to visit next time."
Five, the client's working procedures and norms
1, before business
(1) Go to work on time (subject to changing uniform and light makeup).
(2) Pre-shift meeting (listen carefully to the supervisor's work arrangement and polite language training).
(3) Earnestly do all the preparatory work before business.
A, to the reservation department to understand the reservation situation, and input the computer.
B, prepare the articles needed in the work (lighters, pens, customer cards).
Step 2 start business
(1) Stand in front of the hall, wait for the guests, look up and smile.
(2) When the guests arrive, they should be warm and polite, smile and bow to meet them:
"Good evening, welcome."
"Do you have a reservation, sir/madam?"
"Excuse me, just a moment, please. I'll help you find it."
"Sorry to have kept you waiting. Please follow me."
Always know the name and address of the guests.
(1) When taking guests, walk in front of them, keep a distance from them (neither fast nor slow) and actively introduce the company's consumption, facilities and programs to them.
(2) When bringing guests into the room, please invite them into the room first (polite expressions, gestures).
(3) Remarks: Have a nice day, Mr./Ms. XX. Miss DJ will continue to serve you.
(4) seeing the guests off: When the guests leave the ballroom, they should skillfully ask if they will come back later. If guests leave, they should bow and smile. Thank you for coming. Please take care. Welcome to visit next time!
3. After work
Do a good job in post hygiene and tidy up the things at work.