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香格里拉预订部开业筹备运营指南
发布时间: 2012-6-30 22:34:18 作者:本站编辑 来源: 本站原创 浏览次数:

 

SCENARIO RSV01

情景模拟 RSV01

 

RE:                  RESERVATIONSSIMULATION SCENARIO-INQUIRY

                        预定部情景模拟- 询问

Acaller is calling to inquire if we offer a special rate to airlineemployees.  The airline employee iscoming to Kunshan in November 2005.

一位航空公司员工将于十一月到昆山,他问有没有特价?

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the request?

预定员的回答是否积极正确?

(  )

 

(  )

 

 

6

Did the SA offer a rate of 50% discount off rack rates?

预定员是否提供50%的折扣?

(  )

 

(  )

 

 

7

Did the SA advise that airline employees need to present ID card at check in for verification?

预定员是否提醒航空公司职员在登记入住时需出示证件?

(  )

 

(  )

 

 

8

Did the SA offer to take the booking?

 预定员询问客人要预定吗?

(  )

 

(  )

 

 

9

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .  

SCENARIO RSV02

 情景模拟 RSV02

 

RE:                  RESERVATIONSSIMULATION SCENARIO-INQUIRY

                        预定部情景模拟-询问

A guestis calling to find out how far is the hotel from Shanghai Hongqiao Airport and how much isthe taxi fare.

一位客人询问酒店到上海虹桥机场的路程及出租车费。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to give information about the distance of the hotel from the airport?

预定员是否对机场到酒 店距离提供相关信息?

(  )

 

(  )

 

 

6

Was he/she able to give an approximate taxi fare from airport to hotel?

预定员能否提供从机场到酒店大约的出租车费?

(  )

 

(  )

 

 

7

Did the SA mention that hotel can arrange airport transfers? And how much?

 预定员是否提及酒 店能提供机场接送及价格?

(  )

 

(  )

 

 

8

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .     

SCENARIO RSV03

 情景模拟 RSV03

 

RE:                  RESERVATIONSSIMULATION SCENARIO-INQUIRY

                        预定部情景模拟-询问

 

Asecretary of a company is inquiring to whom can she talk to if their companywould like to have a corporate rate with Traders Hotel Kunshan?

一位公司秘书想知道如果公司希望享受公司价格应该和谁联系。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Did the SA take the name of the contact person and telephone number?

预定员是否留下了联系人的姓名的电话?

(  )

 

(  )

 

 

6

Did the SA advise the caller that a Sales Manager will call her to discuss the request for corporate rate?

预定员是否提出酒店销售经理将与他们联系并讨论有关公司价的问题?

(  )

 

(  )

 

 

7

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

8

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

 

(  )

(  )

(  )

(  )

(  )

9

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                       .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .  

SCENARIO RSV04

 情景模拟 RSV04

 

RE:                  RESERVATIONSSIMULATION SCENARIO-INQUIRY

                        预定部情景模拟-询问

 

Acaller wants to know how much do we charge for buffet breakfast.  He is planning to bring his child who is 5years old.

一个客人想知道自助早餐的价格。  他计划带他五岁的孩子来。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Was he/she able to respond with the breakfast rate?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did the SA explain the child meal policy?

预定员是否向客人解释了酒店有关孩童就餐的政策?

(  )

 

(  )

 

 

6

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .   

SCENARIO RS05

 情景模拟 RS05

 

RE:                  RESERVATIONS SIMULATIONSCENARIO- SPECIAL REQUESTS

                        预定部情景模拟 – 特殊要求

Secretaryof Motorola is making a reservation for his guest to stay in hotel from Oct. 25-27,2005.  She would like to arrangeroundtrip airport transfers for the guest. She is also inquiring about car rental for 8 hours.

Motorola公司的秘书来电为他们的客户订房,10月25日-27日, 她想为客人安排机场来回接送,以及查询租车8小时的费用。

 

EVALUATION:

 评估:

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Was he/she able to respond with the breakfast rate?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did the SA obtain the pertinent details of the booking?  i.e., arr/dep dates, guest names, flight info, room types, etc.

预定员是否获得了正确的预定细节?如:到达/离店日期,客人姓名,航班信息,房间类型,等等。

(  )

 

(  )

 

 

6

Did the SA accommodate your request for roundtrip airport transfers and quote the rates accordingly?  Did the SA also quote the corporate rate of Motorola?

预定员是否能够安排机场来回接送并确定费用?

(  )

 

(  )

 

 

7

Was he/she able to give information about car rental?

预定员是否提供租用轿车的信息?

(  )

 

(  )

 

 

8

Did the SA reconfirm the details of the reservation?

预定员是否在结束电话之前重新确认订房细节?

(  )

 

(  )

 

 

9

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

  客人姓名:                                                                                     日期:                                  

SCENARIO RSV6

 情景模拟 RSV6

 

RE:                  RESERVATIONSSIMULATION SCENARIO-BOOKING FROM A TRAVEL AGENCY

                        预定部情景模拟-旅游代理商预定

Astaff of CITS Kunshan is calling to book a regular room from November 15-17,2005 under the Opening Rate.  She isasking if CITS can get a commission.

昆山国旅的职员预定一间高级房从11月15日到11月17日,要开业价。  她询问是否有佣金。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did she/he obtain the pertinent details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did the SA mention that the rate is inclusive of breakfasts?

预定员是否提到房价是包早餐的?

(  )

 

(  )

 

 

6

Did she quote the opening rate?

预定员是否提供开业房价?

(  )

 

(  )

 

 

7

Did the SA confirm that Opening rate is not commissionable?

预定员是否确订开业价是有佣金的?

(  )

 

(  )

 

 

9

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .  


 

SCENARIO RSV7

 情景模拟 RSV7

RE:                  RESERVATIONS SIMULATIONSCENARIO-CORP BOOKING

                        预定部情景模拟-公司预定

Asecretary of Ericsson is making a reservation for his client from October 24-26,2005 and she is requesting for late check out at 1500H for her client.

Ericsson 公司的秘书为她的客人订10月24到10月26日的房间,她要求延迟结账在下午3点.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did she/he obtain the pertinent details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did she/he quote the corporate rate of Ericsson?

预定员给客人公司的价?

(  )

 

(  )

 

 

6

Did the SA accommodate the request for late check out?

预定员是否提供延迟结账服务?

(  )

 

(  )

 

 

7

Did the SA explain the check–out policy of the hotel?

预定员是否向客人解释酒店的结账政策?

(  )

 

(  )

 

 

8

Did the SA reconfirm the details of reservation?

预定员是否确认预定细节?

(  )

 

(  )

 

 

9

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .  

SCENARIO RSV8

 情景模拟 RSV8

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

 

Acaller is inquiring if she can avail of special rates for rooms.  She is planning to book 15 rooms from

November10-11, 2005.

客人来电询问可否获得特别房价,她准备在11月10日到11月11日订15间房.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did she/he obtain the pertinent details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did she/he advise you that the booking will be referred to a Sales person who will be calling her back?

预定员是否向客人说明并联系团队预定销售人员?

(  )

 

(  )

 

 

6

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

  客人姓名:                                                                                     日期:                                   .

SCENARIO RSV9

 情景模拟 RSV9

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-SPECIAL REQUESTS

                        预定部情景模拟-特殊要求

Acaller is making 2 bookings for himself and his friend from October  25-30, 2005. Both guests are employees of Itochu Corporation and they need connectingrooms at their corporate rate.

客人来电给他和他的朋友订两间从十月二十五日到十月三十日的连通房,客人是ITOCHU公司的, 要求公

司价.

 

EVALUATION:

 评估:

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen carefully and acknowledge your requests?

预定员是否认真领会顾客的需求?

(  )

 

(  )

 

 

5

Did the SA obtain  the pertinent details of the booking?  I.e., arr/dep dates, guest names, flight info, room types, etc.

预定员是否得到有关预定的一切细节?

(  )

 

(  )

 

 

6

After mentioning your requests, did the SA immediately agree to accommodate the requests?

在客人提出要求后预定员是否立即安排?

(  )

 

(  )

 

 

7

Did she/he quote the cor5porate rate of Itochu Corporation?

预定员是否提供ITOCHU公司价?

(  )

 

(  )

 

 

8

Did the SA reconfirm the details of the booking before ending the call?

预定员是否在结束前重复预定内容?

(  )

 

(  )

 

 

9

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                       .

Other comments:

其它建议:

_________________________________________________________________                                                                       ________                         _____.

 

_______________________________________________________________________________                         .

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .

                                                      

SCENARIORSV10

 情景模拟 RSV10

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-SPECIAL REQUESTS

                        预定部情景模拟-特殊要求

A caller is making a booking for a couplefor October 25-27, 2005.  The wife isdisabled (using a wheelchair)  and calleris checking if we can book a handicap room for them at the opening rate.

客人打来电话来为一对夫妇订一间从十月二十五日到十月二十七日的房间, 因为妻子行动不便,

所以他想问是否有残疾人房间并提供开业价.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen carefully and acknowledge your requests?

预定员是否认真领会顾客的需求?

(  )

 

(  )

 

 

5

Did the SA obtain  the pertinent details of the booking?  I.e., arr/dep dates, guest names, flight info, room types, etc.

预定员是否得到有关预定的一切细节?

(  )

 

(  )

 

 

6

Did the SA accommodate your request for a handicap room and explain the features of a handicap room?

预定员是否根椐你的要求提供残疾人专用房并介绍?

(  )

 

(  )

 

 

7

Did the SA reconfirm the details of the booking before ending the call?

预定员是否在结束前重复预定内容?

(  )

 

(  )

 

 

8

Did the SA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

                                                                          

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .

 

SCENARIO RSV11

 情景模拟 RSV11

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A secretary from Cisco iscalling to inquire if we can arrange airport pick up for her client.

Cisco 的一位秘书问酒店能否提供接机服务.

 

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen carefully and acknowledge your requests?

预定员是否认真领会顾客的需求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the request?

预定部的回答是否积极正确?

(  )

 

(  )

 

 

6

Did the GSA obtain the flight details of the guest?

预定员拿到客人的航班信息没有?

(  )

 

(  )

 

 

7

Did the GSA reconfirm what was discussed?

预定员是否求证客人的要求?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV12

 情景模拟 RSV12

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A guest is inquiring if wehave a Traders Club Room available from November 1-5, 2005.

客人询问我们在2005年11月1日至11月5日有没有商贸阁房间.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen carefully and acknowledge your requests?

预定员是否认真领会顾客的需求?

(  )

 

(  )

 

 

5

Did the GSA advise that Traders Club Room are not available yet?

预定员有否提醒客人目前没有商贸阁房间?

(  )

 

(  )

 

 

6

Did the GSA offer an alternative like a Executive Suite?

预定员有否提供其他行政套房?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV13

 情景模拟 RSV13

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

Asecretary of Mitsui Corporation is inquiring if their company has a corporaterate with Traders Hotel

Kunshan.

三井公司来电询问他们是否可享用公司价。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to respond within 3 minutes?

他是否能在三分钟之内作出反应?

(  )

 

(  )

 

 

6

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV14

 情景模拟 RSV14

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A guest is calling to findout what restaurants are operational and the operating hours.

客人想了解酒店有几个餐厅营业并且营业时间是什么

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the inquiry?

预定员能否对客人要求作出准确回答?

(  )

 

(  )

 

 

6

Was he able to mention the operating hours of the restaurants?

预定员能否提供餐厅营业时间?

(  )

 

(  )

 

 

7

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

8

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

9

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV15

 情景模拟 RSV15

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

An in house guest is callingto check if the hotel provides shuttle service from the airport to the hotel.

住店客人打电话询问酒店是否提供机场巴士接送?

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the inquiry?

预定员能否对客人要求作出准确回答?

(  )

 

(  )

 

 

6

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV16

 情景模拟 RSV16

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

 

A caller is inquiring if wehave a Health Club and what are the hours of operation.

客人想询问酒店是否有健身中心并想了解营业时间。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the inquiry?

预定员能否对客人要求作出准确回答?

(  )

 

(  )

 

 

6

Was he/she able to mention the operating hours of the fitness center?

预定员是否提供健身中心的营业时间?

(  )

 

(  )

 

 

7

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

8

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

9

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV17

 情景模拟 RSV17

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

 

A caller is inquiring aboutwhich type of credit cards are being accepted in Traders Hotel Kunshan.

客人想知道酒店可以使用几种信用卡

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to Identify all the credit cards being accepted in the hotel?

预定员是否能说出酒店可以使用的所有信用卡?

(  )

 

(  )

 

 

6

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV18

 情景模拟 RSV18

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

Aguest is inquiring about our check in and check out time.  The caller also asked what if he arrivesearly in the morning?

客人询问酒店的入住及退房时间,并且想知道是否可提前入住。

 

EVALUATION:

 评估:     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to inform the check in time as 2pm and check out time as 12noon?

预定员是否肯定入住时间14点开始,结账时间在12点以前?

(  )

 

(  )

 

 

6

Did he offer to reserve the room the night before and the details?

预定员是否提出提前一天保留房间并详细说明费用?

(  )

 

(  )

 

 

7

Did the GSA offer to take the booking for guest?

预定员是否提出为客人预定房间?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          . .

                                        

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV19

 情景模拟 RSV19

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A guest is inquiring aboutour hotel rates. He is planning to book 2 rooms in October, 2005 for the whole

family.

一位客人计划在2005年10月份为自已的家庭预定两间房间,他询问有关价格。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听清客人的要求?

(  )

 

(  )

 

 

5

Was he/she able to advise the opening rates for two rooms?

预定员是否提供给客人开业价?

(  )

 

(  )

 

 

6

Did he mention about the Family Plan Rate?

预定员是否提到家庭订房优惠价?

(  )

 

(  )

 

 

7

Did the GSA offer to take the booking for October?

预定员是否提出为客人预定10月份的房间?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                              .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV20

 情景模拟 RSV20

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A Sales Manager is callingto check if Ms.Nancy Fong of Budweiser is a Golden Circle Member.  Sales

Manager wants to find whattype of room she normally takes.

销售经理来电询问百威公司的Ms. Nancy Fong是否是Golden Circle 成员,并且想知道她经常入住何种

类型的客房。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Was he/she able to provide the information?

预定员是否能提供正确信息?

(  )

 

(  )

 

 

5

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

6

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

7

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                               .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV21

 情景模拟 RSV21

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-CORPORATE BKG(2 CALLS)

                        预定部情景模拟-公司价(两个预订)

A secretary from SumitomoCorp wants to make 2 bookings for his client. One for October. 26-28, 2005

and one for November 1-2,2005.

Sumitomo公司的秘书为其公司的客人订两间客房,一间从十月二十六日到十月二十八日,另一间从十一

月一日到十一月二日。

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did she obtain the pertinent details of the 2 reservations?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did she quote the corporate rates of Sumitomo Corporation?

预定员是否提供了公司价格?

(  )

 

(  )

 

 

6

Did the GSA try to obtain the flight details for both calls?

预定员是否获取两个预定的航班号及入住时间?

(  )

 

(  )

 

 

7

Did the GSA reconfirm the details of the 2 bookings?

预定员是否重新确认两个预定的内容?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                              .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV22

 情景模拟 RSV22

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-VALUE RATE RESERVATION

                        预定部情景模拟-原价房预订

A caller wants to book aroom from November 4-6, 2005.

一个客人想订房间从十一月四日到十一月六日.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did she obtain the pertinent details of the 2 reservations?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did the GSA offer rooms from horizon to superior?  And quote the rates accordingly?

预定员是否先提供豪华阁的价格.

(  )

 

(  )

 

 

6

Did the GSA explain the Value Rate benefits?

预定员是否介绍原价房间的优惠?

(  )

 

(  )

 

 

7

Did the GSA summarize the details of the booking?

预定员是否重新总结预定内容?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                              .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV23

 情景模拟 RSV23

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-BOOKING FOR A TRPL RM

                        预定部情景模拟-预定三人房

A caller is making areservation for 3 guests who would like to share one room at the openingrate.  The

guests want a room with twinbeds plus an extra bed.

客人想订一间三人房,用开业价,两张单人床加一个加床.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA obtain the relevant details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did the GSA confirm the triple room and quote the opening rate for 3 persons?

预定员是否确认三人房及开业房价?

(  )

 

(  )

 

 

6

Did the GSA reconfirm the details of the reservation?

预定员是否确认预定细节?

(  )

 

(  )

 

 

7

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

8

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

9

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                              .

 

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV24

 情景模拟 RSV24

 

RE:                  RESERVATIONS SIMULATION SCENARIO-GOLDEN CIRCLEGUEST

                        预定部情景模拟-贵宾

A caller is making a bookingfor Mr. John Hoffman (a Golden Circle member). Guest will be staying in the

hotel with his spouse.

一客人来电为JohnHoffman 先生(贵宾)和太太订房.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA obtain the relevant details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did the GSA highlight the benefits of the Golden Circle member?

预定员是否说明贵宾的利益?

(  )

 

(  )

 

 

6

Did the GSA explain that guest will only be charged for single occupancy because he is a GC member?

预定员是否提到贵宾的配偶可免费入住?

(  )

 

(  )

 

 

7

Did the GSA reconfirm the details of the reservations?

预定员是否确认预定细节?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

 

 

SCENARIO RSV25

 情景模拟 RSV25

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-DIRECT BOOKING

                        预定部情景模拟-直接预定

A caller is making areservation for his guest at the Opening rate. He wants to pay for all the charges

and he does not want hisguest to know the rate that he is paying for. And the caller asked why our

rate is higher than theother hotel in Kunshan.

客人来电为他的客人订一间开业价的房间.  他将为他支付全部费用但不想让客人知道房价. 并且询问

为什么香格里拉的房间价格要比昆山的其它酒店高.

 

EVALUATION:

 评估:     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA obtain the relevant details of the reservation?

预定员是否获得正确的预定细节?

(  )

 

(  )

 

 

5

Did the GSA respond positively to your request of special billing and ask what is the form of payment?

预定员是否对你的要求作出正确的回答并询问付账形式?

(  )

 

(  )

 

 

6

Did the GSA respond to your question wittily?

预定员是否对你的质疑作出机智的回答?

(  )

 

(  )

 

 

7

Did the GSA reconfirm the details of the reservations?

预定员是否确认预定细节?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

 

 

 

SCENARIO RSV26

 情景模拟 RSV26

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A caller is inquiring howmany categories of rooms do we have.  Shewould also like to find out the size of

the rooms and if we havesmoking and non smoking rooms?

客人来电询问我们有多少种房间类型,并想知道房间大小和是否有吸烟房与非吸烟房.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Was he/she able to provide information about the rooms?

预定员是否能提供房间信息?

(  )

 

(  )

 

 

5

Was he/she able to identify which categories have non smoking rooms?

预定员是否能指出何种房型有非吸烟房?

(  )

 

(  )

 

 

6

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV27

 情景模拟 RSV27

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

Anemployee of a Travel Agency is calling to inquire about our guarantee policy.

一个旅行社职员来电询问担保政策.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

 

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Was the GSA able to explain the guarantee policy?

预订员是否能够向你清楚地说明担保政策?

 

 

 

 

 

6

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV28

 情景模拟 RSV28

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A caller is calling to checkif there is a Shangri-la hotel in Hangzhouand if hotel is offering summer rate.

客人想了解杭州是否有香格里拉酒店以及有无夏季优惠价格.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Was he/she able to respond positively to the inquiry?

预定员能否对客人要求作出准确回答?

(  )

 

(  )

 

 

6

Was he/she able to quote the summer rates of Shangri-la Hangzhou?

预定员是否为客人提供杭州香格里拉的夏季优惠价格?

(  )

 

(  )

 

 

7

Did the GSA offer to book the guest in Hangzhou?

预定员是否提出为客人预定杭州香格里拉?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                       .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

 


 

  SCENARIO RSV29

 情景模拟 RSV29

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-DIRECT BOOKING

                        预定部情景模拟-直接预定

Asecretary is calling to make a reservation for his guest who will be arrivingon November 1-5, 2005.  The caller wantsthe best rate possible.

一个秘书打电话为一位将于十一月一日到店五日离店的客人订房并希望得到最优惠的报价.

 

EVALUATION:

 评估:

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did the GSA offer the Value Rate and mention the benefits that the guest will get if he’s booked under Value Rate?

预定员是否推荐酒店的全价及包括的优待?

(  )

 

(  )

 

 

6

After you decline offer of Value Rate did he quote our opening rate?

在客人拒绝后预定员是否推荐开业价?

(  )

 

(  )

 

 

7

Did the GSA mention that the rate is inclusive of buffet breakfasts?

预定员是否提过这个价格是包早餐的?

(  )

 

(  )

 

 

8

Did the GSA get all the pertinent details of the booking?

预定员是否尽量得到客人的详细资料?

(  )

 

(  )

 

 

9

Did the GSA reconfirm what was discussed before ending the call?

预定员是否在结束前肯定并重复预定内容?

(  )

 

(  )

 

 

10

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

11

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

12

How would you rate this experience? Why?

您如何评价此经验? 为什么?

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .

 

SCENARIO RSV30

情景模拟 RSV30

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-INQUIRY

                        预定部情景模拟-询问

A secretary of AmchamCorporation is calling to check how much is their corporate rate for the Speciality

Suite.  The company CEO is coming in Oct. and shewould like to find out the availability of the Speciality

Suite.

美商会的秘书小姐来电询问特色套房的公司价.  公司总裁十月份来昆山,她想知道房间是否有空.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Was he/she able to advise availability of Specilty Suite?

他能否查到是否有特色套房可供?

(  )

 

(  )

 

 

6

Did the GSA quote the corporate rate accordingly?

预定员的报价是否有根椐?

(  )

 

(  )

 

 

7

Did the GSA offer to book the Presidential suite?

预定员是否问客人需要定房?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV31

 情景模拟 RSV31

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-CANCELLATION OF BOOKING

                        预定部情景模拟-取消预定

A secretary of Mitsubishicalled to cancel the booking of Mr. Takada on November 10, 2005.

三菱公司秘书来电取消Takada在十一月十日的预定.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the GSA listen and acknowledge the request?

预定员是否认真听取和确认你的需求?

(  )

 

(  )

 

 

5

Did the GSA ask for the reason why the booking was cancelled?

预定员是否询问取消预定的原因?

(  )

 

(  )

 

 

6

Did the GSA give a cancellation number?

预定员是否给出取消号?

(  )

 

(  )

 

 

7

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

8

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

9

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .


 

SCENARIO RSV32

 情景模拟 RSV32

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-FAMILY PLAN BOOKING

                        预定部情景模拟-家庭优惠计划

A caller is making a booking for doubleoccupancy for the period October 20-22, 2005. The guest is sharing a room with her daughter and is asking for the bestrate possible.

客人来电订一间从十月二十日到十月二十二日的双人房, 这位客人和他女儿一起住.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the SA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the SA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the SA speak clearly with a pleasant and friendly voice?

 预定员语声是否亲切,清楚?

(  )

 

(  )

 

 

4

Did the SA listen carefully and acknowledge your required?

预定员是否认真领会顾客的需求?

(  )

 

(  )

 

 

5

After mentioning that you will share a room with your daughter did she adk about her age and explain our Family plan?

当客人告诉预定员他将与女儿同住时,预定员是否询问他女儿的年龄并家庭优惠计划?

(  )

 

(  )

 

 

6

Did the GSA obtain the pertinent details of the booking?

预定员是否得到有关预定的一切细节?

(  )

 

(  )

 

 

7

Did she reconfirm the reservation details before ending the call ?

预定员是否在结束前肯定并重复预定内容?

(  )

 

(  )

 

 

8

Did the GSA thank you for calling?

预定员是否感谢您的电话?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

9

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

10

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .

 

 

SCENARIO RSV33

 情景模拟 RSV33

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-RACK RATE BOOKING

                        预定部情景模拟-全价客人

A customer iscalling to book two rooms in our hotel for two nights for the period of October18-20, 2005.  GSA is going to sell ourrack rate.  客人来电订两间房, 从10月18日到10月20日, 预定员打算推荐原价房.

 

EVALUATION:

 评估:

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA keep positive contact with you through the whole telephone conversation by using the professional telephone manner? 在通话过程中,预定员是否用专业的电话用语与你保持积极地联系?

(  )

 

(  )

 

 

4

Did the GSA listen to you and acknowledge your request efficiently with the understand? 预定员是否了解清楚你的需求?

(  )

 

(  )

 

 

5

Did the GSA quite familiar with all the value added benefits which rack rate have? 预定员是否熟悉原价客人的优惠?

(  )

 

(  )

 

 

6

Did the GSA upselling the rooms to you by offering a range of rates up to down?

预定员是否由房价高的房间开始向你推销一系列房间.

(  )

 

(  )

 

 

7

Did the GSA familiar with the product which they sell?

预定员对他所推销的产品是否熟悉?

(  )

 

(  )

 

 

8

Did you feel that you have been pushed to buy the Rack rate?

你是否感到被迫购买?

(  )

 

(  )

 

 

9

Did the GSA reconfirm with you about the booking details?

预定员是否重新确认预定细节?

(  )

 

(  )

 

 

10

Did the GSA request you contact information?

预定员是否向你询问你的联系方式?

 

 

 

 

 

12

Did the GSA thank you for your booking?

预定员是否感谢你的预 定?

 

 

 

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

13

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

14

How would you rate this experience? Why?

您如何评价此经验? 为什么?

(  )

(  )

(  )

(  )

(  )

 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                     Date:                    

客人姓名:                                                                                     日期:                                   .

 

SCENARIO RSV34

 情景模拟 RSV34

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-RACK RATE BOOKING

                        预定部情景模拟-全价客人

The secretary of one of ourvolume corporate accounts is calling to make a room reservation for theircustomer in our hotel

for the period of  December 15-17, 2005.  GSA is going to sell the corporate rate toher and do selling at the same time.

一位与我们有协议的公司的秘书来电为他们的客人预定房间, 从12月15日到12月17日.  预定员打算推

销合同价的房间, 同时力争推销.

 

EVALUATION:

 评估:  

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA keep positive contact with you through the whole telephone conversation by using the professional telephone manner?

在通话过程中,预定员是否用专业的电话用语与你保持积极地联系?

(  )

 

(  )

 

 

4

Did the GSA listen to you and acknowledge your request efficiently with the understand?

预定员是否了解清楚你的需求?

(  )

 

(  )

 

 

5

Did the GSA know your corporate rate after you told them your company name?预定员是否熟悉你公司的价格?

(  )

 

(  )

 

 

6

Did the GSA upsell the rack rates to you?

预定员是否向你推销原价房?

(  )

 

(  )

 

 

7

Was the GSA familiar with the product which they sell?

预定员对他所推销的产品是否熟悉?

(  )

 

(  )

 

 

8

Did the GSA reconfirm with you about the booking details?

预定员是否重新确认预定细节?

(  )

 

(  )

 

 

9

Did the GSA request you contact information?

预定员是否向你询问你的联系方式?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

11

Did the GSA thank you for your booking?

预定员是否感谢你的预 定?

(  )

(  )

(  )

(  )

(  )

12

How would you rate this experience? Why?

您如何评价此经验? 为什么?

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

SCENARIO RSV35

 情景模拟 RSV35

 

RE:                  RESERVATIONS SIMULATIONSCENARIO-GCM BOOKING

                        预定部情景模拟-贵宾价

A Golden CircleMember is calling to make a room reservation in our hotel for the period of November1-3, 2005.  GSA is going to show herstrong welcome back recognition and book a room for him.

一位贵宾客人来电订一间房,从11月1日到11月3日, 预定员表示欢迎并给他订房.

 

EVALUATION:

 评估:

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA keep positive contact with you through the whole telephone conversation by using the professional telephone manner? 在通话过程中,预定员是否用专业的电话用语与你保持积极地联系?

(  )

 

(  )

 

 

4

Did the GSA recognize that you are a Golden Circle Member after you have told her your name?

预定员是否认出你是贵宾客人, 当你告诉他你的名字后?

(  )

 

(  )

 

 

5

Did the GSA give you some information about Golden Circle Program? 预定员是否给你一些关于贵宾计划的信息?

(  )

 

(  )

 

 

6

Did the GSA tell you the benefits which you would have to be a Golden Circle member?

预 定员是否告诉你贵宾的权益?

(  )

 

(  )

 

 

7

Did the GSA show the strong welcome back recognition to you?

预定员是否对你表示欢迎?

(  )

 

(  )

 

 

8

Did the GSA reconfirm with you about the booking details?

预定员是否重新确认预定细节?

(  )

 

(  )

 

 

9

Did the GSA thank you for your booking?

预定员是否感谢你的预 定?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

10

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

11

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

 

 

SCENARIO RSV36

 情景模拟 RSV36

 

RE:                 RESERVATIONS SIMULATIONSCENARIO-HOW TO HANDLE A BOOKING WHEN

HOTEL HAS BOOKED TO CAPACITY

                        预定部情景模拟-当房间已订满

A customer iscalling to book a Superior room for the periodof October 18-20, 2005, but such room type in

hotel has beenfully booked.

客人想订一间普通房, 从十月十八日到十月二十日, 但是此类房间已订满.

 

EVALUATION:

 评估:

     

Yes

 

No

 

 

1

Did the GSA answer the phone within 3 rings?

预定员是否在电话铃声响三声之内接电话?

(  )

 

(  )

 

 

2

Did the GSA reply using the following greeting?

Ninhao!   Reservations, XXXX speaking, May I help you?

预定员是否使用香格里拉标准方式接电话?

(  )

 

(  )

 

 

3

Did the GSA offer the alternative choice to you(Alternative room type and time)?

预定员是否向你推荐另外的房?

(  )

 

(  )

 

 

4

Did the GSA ask you if you want to be put on the waiting list when you insisted to book for the certain room type?

如果你想坚持要求某一种房, 他是否问你是否愿意被放在等待单中.

(  )

 

(  )

 

 

5

If the reservation is failed, did the GSA show her genuine regret for not being able to book a room for you and hope there will be a opportunity to serve you in future?

如果你没有定到房间, 她是否表示歉意并希望将来能有机会为你服务.

(  )

 

(  )

 

 

6

How is the telephone manner of the GSA?

预定员电话礼仪怎么样?

(  )

 

(  )

 

 

 

 

Excellent

 

Good

 

Fair

 

一般

Below Average

Poor

 

7

How would you rate the Handling Skills of the SA?

您对预订部的处理技巧如何评价?

(  )

(  )

(  )

(  )

(  )

8

How would you rate this experience? Why?

您如何评价此经验? 为什么?

 

(  )

(  )

(  )

(  )

(  )

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            .

   

                                                                                                                                                                                      .

Other comments:

其它建议:

__________________________________________________________________________                         _____.

 

_______________________________________________________________________________                         .

 

Guest Name:                                                                                    Date:                    

客人姓名:                                                                                     日期:                                   .

责任编辑:齐创软件,中小型酒店宾馆客房前台管理系统软件专家,用齐创软件,满意后再付款。


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