酒店管理预订培训 BOOKING A SISTER HOTEL——集团连锁酒店管理公司
BOOKING A SISTER HOTEL
GUEST EXPECTATION:
If I cannot get a room in the requested hotel, I like to be offered a hotel in the same company. I know the service and the standard which makes me feel comfortable.
Why is this task important for you and our guests?
Answers:
1. We have to provide a considerate, efficient and courteous service. 2. We must maximize guest satisfaction. 3. We must maximize hotel revenue. 4. Improve our GSTS score. 5. Be as professional as possible.
WHAT/ STEPS 1) Ensure guest satisfaction and offer assistance When a guest wants to book a room, either over the phone or personally at the front desk but HOW/ STANDARDS What should we do if we have no sister hotels in a same city for the guest’s choice? TRAINING QUESTIONS 1
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cannot be accommodated at the requested location, the guest must be given the option of another Hotel of the InterContinental Hotel Group by saying: “I am sorry, Mr. xx, XXX our Hotel is not available for your requested days, but may I recommend you the XX Hotel, which is closes to……. and only 5minutes drive away from our hotel. This hotel offers…………rooms and ………..service. Take this information from the Hotels Directory. May I make a reservation for you. DRILL LANGUAGE What is the Hotel directory? Why do I have to make a reservation for the guest? 2
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Brands outside of InterContinental Hotels Group are not to be quoted to the guest unless a guest specially asks for this. 2) Alternative properties The order of alternative properties What should we do if the guest is that should be presented to guests not satisfied with my alternative as options are as follows: a) Hotels in the same Company, InterContinental, Crowne Palza, Holiday Inn, Holiday Inn Express. suggestion? LANGUAGE DRILL Remember to ask for another reservation on another day. b) If neither of these alternatives is available, you may offer other Hotels. Give the telephone number to the guest. 3
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Summary questions:
1. a) Why do I have to assist the guest to book another hotel?
b) What do I say to a guest where we have no sister hotels in the region? c) Who makes a booking at the sister hotel - you or the guest?
d) What do you do if a guest asks for a competitor hotels number and address? 2. a) What is the order of the alternatives you offer?
b) How do you ask for another reservation on another day?
Now ask the Trainee to practice the Task from start to end to test competency.
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叶予舜 二〇二〇年四月二十四日星期五
酒店管理预订培训 BOOKING A SISTER HOTEL——集团连锁酒店管理公司2032(叶予舜)
