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ID:54727613
大小:21.50 KB
页数:3页
时间:2020-04-20
《礼宾部标准服务程序对话.doc》由会员上传分享,免费在线阅读,更多相关内容在行业资料-天天文库。
1、FITCHECKOUT散客退房行李服务Uponreceivingluggageservicecall:Uponreceivingguestcallforcheckoutluggageservice,theConciergesupervisororShiftleadermustpickupthephonewithpropermanner,Inquireaboutthenumberofthepieces,gettheguest’sname,roomnumberandrequestingtimeintheconciergecontrolsheetafte
2、rhangupthephone.B:Goodmorning/afternoon…Concierge,__speaking,HowmayIhelpyou?G:I’dliketocheckoutnow.Canyoucollectmyluggage?B:Couldyoupleasetellmehowmanypiecesofluggagedoyouhave?G:5pieces.B:Whattimedoyouneedtheluggagecollection?G:10minuteslater.B:Thankyou.Mr.___,wewillsendoneBel
3、lmantoyourroomatonce.ThankyouForyourcalling,seeyou!Beforeenteringtheguest’sroom,Ringthedoorbellorknockatthedoorwith“Bellservice”,reconfirmifguestcheckout.If“DND”signhangup,neverringTheBell,callbacktoconcierge.Thesupervisorwillaskforassistance.(“BellService”)B:Goodmorning/after
4、noon/,Mr.___,MayIhelpyouwithyourluggage?G:Sure.Comeingoahead.B:Mr./Ms.___,Allofyourluggagesarehere?G:Yes,Thatisright.B:Mr./Ms.___,Couldyoupleasetellmewhenareyouleaving?5、tyourluggageattheconciergeDesk(Whentheguestdoesn’twanttogoupstairswithyou).[Say,“seeyou”]GuestinthelobbycomestoConcierge.G:I’mcheckingoutnow,wouldyoupleasecollectmyluggageinmyroom?B:Certainly,MayIhaveyouroomnumberandhowmanypiecesofluggagedoyouhave?G:5pieces.B:Ok,I’llcollectyou6、rluggagerightnowBellboysgouptotheguest’sroomwithtrolley“Bellservice”Iftheguesthasalreadyleftroomforcheckout,andhis/herluggageisintheroom,checktheluggageintheroom,checktheluggagecarefullyandalsochecktheroomifanyitemshavebeenleftbehind.Takeluggagedowntoconciergearea.Doublecheckw7、iththeguest.散客退房行李服务Goodmorning,Concierge,Victorisspeaking,HowmayIassistyou?“MayIhaveyourroomNo.please?”“Couldyoupleasetellmehowmanypiecesofluggagedoyouhave?”“MayIknowhowmanypiecesofluggageyouhave?”“Wewillsendonebellboytoyourroomimmediately.”“IamsorryMr.XX,allthebellboysareocc8、upiedatthemoment,Iwillsendoneupimmediatelywhentheyareback,ple
5、tyourluggageattheconciergeDesk(Whentheguestdoesn’twanttogoupstairswithyou).[Say,“seeyou”]GuestinthelobbycomestoConcierge.G:I’mcheckingoutnow,wouldyoupleasecollectmyluggageinmyroom?B:Certainly,MayIhaveyouroomnumberandhowmanypiecesofluggagedoyouhave?G:5pieces.B:Ok,I’llcollectyou
6、rluggagerightnowBellboysgouptotheguest’sroomwithtrolley“Bellservice”Iftheguesthasalreadyleftroomforcheckout,andhis/herluggageisintheroom,checktheluggageintheroom,checktheluggagecarefullyandalsochecktheroomifanyitemshavebeenleftbehind.Takeluggagedowntoconciergearea.Doublecheckw
7、iththeguest.散客退房行李服务Goodmorning,Concierge,Victorisspeaking,HowmayIassistyou?“MayIhaveyourroomNo.please?”“Couldyoupleasetellmehowmanypiecesofluggagedoyouhave?”“MayIknowhowmanypiecesofluggageyouhave?”“Wewillsendonebellboytoyourroomimmediately.”“IamsorryMr.XX,allthebellboysareocc
8、upiedatthemoment,Iwillsendoneupimmediatelywhentheyareback,ple
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