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. May I have your name , please? "How many people? What kind of room do you need to book? " (introducing the room type, number of seats and price of the company) "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 consumption of XX. Is it okay? Mr./Ms. XX, this way, please. " 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 a room for the guest: "Mr./Ms. XX, I'm sorry, I can't arrange a room 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 procedure: (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." V. Customer Work Procedures and Specifications 1. Go to work on time before business (1) (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. Get the information about the reservation from the reservation department and input it into the computer. B, prepare the articles needed for work (lighters, pens, customer cards). 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, polite, smile, bow and say hello: "Good evening, welcome", "Excuse me, sir/madam, do you have a reservation?" "I'm sorry to have kept you waiting, please come with me. "Know the names of the guests and call them at any time. (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, do a good job in post health after business, packed up the work items.