洲际酒店集团前厅部-服务中心标准运营程序(12)

2) Retain guest loyalty 保留忠实客人 3) Put yourself in the others person situation we introduce for them, we can help them to book the restaurant. 住店客人如果询问关于餐厅的情况，我们在介绍的同时，可以帮客人订餐。 If the in-house guests ask the situation of out-going, we should ask whether they need book cars, and remind them pay attention to the weather. 住店客人如果询问关于出行的情况，我们应询问客人是否需要帮其订车，还可以根据当天的天气情况提醒客人外出注意。 If the in-house guests ask the departure of next morning, we should ask if they need morning call service. 住店客人如果询问关于转天早上离店的事宜，我们可以询问是否需要订叫醒服务。 If the guest ask about Join PCR, while we explain it, we should inform Concierge to send a form. 如果客人询问关于加入优悦会的事宜，我们在介绍的同时可以让礼宾部为客人送去一份入会表格。 Close attention to inquiries will: 关注询问将会： 1. Enhance the hotel’s good reputation.. 提高酒店良好的声誉。 2. Retain guest loyalty and therefore increase revenue. 保留忠实客人从而增加酒店收入。 Remember, what is common to you will often be a novelty to guests, therefore, it is all the Why is guest loyalty important? 为什么忠实客人重要？ Why does this increase revenue ? 为什么这样能增加收入？ Why do we need to put ourselves in the guest’s situation? Task – Assisting Guests with Outside Calls Page 36 of 66