Guest’s arrivaland check-in
客人抵达与登记入住
Build guest loyalty bymaking a great first impression welcoming and making the guest feel at home.
良好第一印象，使客人有宾至如归感，才能有客户忠诚度
Bellboy is the first contact for the guestwith the hotel.
门卫是酒店与客人接触的第一名片
Open car door if applicable and welcome theguest by smiling and saying: “ Welcome to Valley View Hot Spring resort”.
如果可以的话，打开车门，并微笑着对客人说：“欢迎来到望谷温泉度假村酒店”
Then proceed to carry all luggage, startingwith women’s and older person’s luggage first. Open main door and let guestenter in front of you. Direct them with an open palm to the check-in counter.
然后帮客人提行李，先是女士跟老人的行李。打开主门，让客人先于你进入。引导他们都到前台
6 steps for guest check-in
登记入住6部曲
♪1-Greet me
问候
♪2-Welcome me
欢迎
♪3-Inform me
告知
♪4-Direct me
引导
♪5-Thank me
感谢
♪6-Call me
打电话
♪1.Greet me
问候
Make sure to greet every guestwho enters your area with “good morning”, “good afternoon’ or “good evening”
确保能给每位客人问候，说“早上好”，“下午好”或者“晚上好”
Ask “how may I help you?
询问“我该怎么帮助您？”
♪2.Welcome me
欢迎
Look up the guest reservationand determine whether or not they have stayed at the hotel before
查阅以往记录，确定客人之前是否在酒店住过
If the guest has stayed at thehotel before, acknowledge that and welcome them back by saying: “Welcome backto Valley View Hot Spring Resort”
如果客人之前在酒店住过，对此表示感谢，“欢迎再次光临望谷酒店”
If you cannot tell if the guesthas stayed at the hotel before, find out by simply saying: “Welcome to ValleyView Hot Spring Resort, have you stayed with us before?”
如果不能确定的话，可以简单说：“欢迎来到望谷酒店，能之前到这住过吗？”
♪3.Inform me
告知
Even if the guest has stayed atthe hotel, tell them about at least 3 features of our hotel.
即使客人之前在酒店住过，也要至少告诉他酒店的3个特色
Choose any of the followingamenities or dining options based on the guest type:
根据客人类型，告知客人有如下娱乐设施或者就餐选择：
-Pool area and hours
泳池区以及开放时间
-Chinese restaurant and westernrestaurant area and hours
中西餐厅以及开放时间
-Free Wi-Fi area
免费无线网络区域
-Hot spring area
温泉区
-Spa
水疗
-Green bicycle map
自行车绿道图
-Local attractions
地方景点
Be prepared to answer questionsthe guest may have about the hotel or local area.
充分准备，回答客人可能提出的关于酒店以及当地的问题
♪4.Direct me
引导
Show the guest how to get tothe elevator and if possible, how to get to their specific room
引导客人上电梯，如有可能，告知其如何抵达房间
Ask if any assistance is neededto get to the room
询问是否需要帮忙客人抵达房间
Remember not to point with yourfinger! Guide the guest with an open palm
不要用手指头指指点点！打开手掌引导客人
Do not say the guest roomnumber out loud, instead just mention the floor number and show the guest wherethe number is located on the key card packet.
不要大声说出客房号，而是告知房间所在楼层，并给客人指出房卡上的客房号
♪5.Thank me
感谢
Thank the guest for choosingour hotel by saying: “Thank you for choosing Valley View Hot Spring Resort andI hope you enjoy your stay with us”
感谢客人入住我们酒店，并说：“感谢您入住望谷，祝您愉快”
Be sure to use the guest’s name!
一定要称呼客人为，比如“刘先生”或者“王女士”
6.Call me
打电话
Make a guest courtesy call towelcome the guest once he/she is in the guest room and provide furtherassistance. For example say “Good afternoon, Mr. Li, my name is Miss Zhang fromguest service and I am checking to see if everything is fine in your room. Ifyou require further assistance or have any questions, please dial ”8288” to reach our hotel operator and we willbe happy to help. Thank you.”
客人入住房间之后，可以友好性打个电话欢迎入住，并提供进一步服务。比如说“下午好，李先生，我是客户服务的张小姐。我想确保一下房间一切安好。如果您任何帮助或者有什么问题，请拨“8288”找酒店前台。我们很乐意为您服务。谢谢。”
Be sure to tell your guest yourname and how to reach somebody if they require any further assistance
确保要告诉客人自己的名字以及需要帮助时应找谁。
Wait at least an hour after theguest has checked-in to allow them time to get settled, but do not call after 9pm
电话可以在客人入住1小时后打，以让客人有充分休整，但不要在晚上9点后打电话
Remember to use the guest name
要称呼客人为“刘先生”，“王小姐”，“张女士”等等
Don’t forget the basics
不要忘记基本原则
-Greet every guest with a warmsmile
一定要以热情微笑问候每一位客人
-Maintain eye contact throughoutthe entire conversation
整个会话过程要保持眼神交流
-Use the guest’s name as oftenas appropriate during the check-in
客人登记入住过程要尽可能称呼客人为“刘先生”，“王先生”，“张女士”……
Confirm the guest’s:
确认客人的如下事宜：
1-Room type and length of stay
房态与入住时间
2-Purpose of visit
此行目的
3-Departure date
离开日期
4-Transport arrangement
交通安排
5-Room rate
客房价位
6-Address (collect name card / IDcard / Passport)
地址（向客人要名片/ 身份证/ 护照）
7-Personal details
客人详细信息
8-Special requests (i.e.newspaper, fruits, iron and iron board, pressing…)
特别请求（报纸，水果，熨斗和熨板，交由房务熨烫……）
Never say “I don't know” andfind an answer to any guest question
一定不能说“我不知道”，尽量回答所有问题
Keep a positive attitude andshow your personality.
保持积极态度，展现个人魅力
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