• Purpose 目的

      I expect the staff to be expecting him/her with their guests and that the reservation is confirmed and possibly I am recognized if I have been here before.

      我期待的员工准确的接受预定，如果我曾经去过希望再次出现的时候能被很快的认出。

    Why is this task important for you and our guests?

    为什么这项任务对你和客人都十分重要？

    Answers:

    回答：

    1. To maximize guests satisfaction

      达到客人最大的满意度

    2. To ensure the guest is recognized upon arrival

      确保客人到达的时候被很快的认知。

    Procedure 程序

    WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
    Ask guests if they have made reservation. 询问客人是否有预定 Say “Excuse me, Sir / Madam, do you have a reservation?” 说“对不起，先生/小姐，您是否有预定？” If you know the guest: Welcome back Mr. / Mrs. XXXX, good to see you again. 假如你认识客人，欢迎回来XX先生/小姐，再次见到你真高兴。 If “yes”, Say,” May I have your name Sir / Madam?” (If guest name is unknown). 如果“是”说“我可以知道您的姓名吗？先生/小姐。” Then repeat the reservation to the guest. 然后给客人重复预定内容。 Why do you need to ask if the guest has a reservation? 你为什么需要询问客人是否已经预定？ Why do you need to use the guests name if you know their name? 如果你认识客人，为什么需要称呼客人姓名？ Why do you need to ask their name? 为什么需要询问客人的姓名？ Why do you need to repeat the reservation? 为什么需要重复预定内容？

    Now ask the trainee to practice the task from start to end to test his/her competence.

    现在要求实习生练习从开始到结束的过程，测试技能.

    Summary questions:

    问题简要

    1. Why do you need to ask if the guest has a reservation?

      你为什么需要询问客人是否已经预定？

    2. Why do you need to use the guests name if you know their name?

      如果你认识客人，为什么需要称呼客人姓名？

    3. Why do you need to ask their name?

      为什么需要询问客人的姓名？

    4. Why do you need to repeat the reservation?

    为什么需要重复预定内容？