模拟操作RAM2

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1、客房部模拟操作演练旁白：客房部培训成果展示开始Narrator:Housekeepingtrain场景一：迎客收洗衣Waittingforguestlaundryservice由于客人较多礼宾部人手不够需要客服部协助楼层服务员在楼梯口进行迎接。AsConciergeisnotstaffedwithmanypeople,hencetheconciergemanagerrequeststheHousekeepingmanagertoassistwithanHousekeepingstafftocarrytheguest’luggage.旁白：服务员给客人介绍房间设施设备客人感到非常

2、满意Narrator:Housekeepingstaffhasproperlyescortedtheguesttotheirroomandexplainedthevariousfacilities,asavailable.andgusetfeelverysatified旁白：当服务员检查衣服时，发现了衣服的袖子有点脱线于是服务员询问客人是否需要缝补Narrator:WhenthestaffcollectedtheGuest’laundry,theclothhadarepairwhichrequiredmendingandtheguestwasdulyinformed.旁白：经过

3、前台的核实确认客人的身份是正确的Narrator:TheHouseKeepingstaffhasalreadyconfirmedandverifiedtheidentityoftheguestwiththefrontdesk.客房部模拟操作演练场景二：为客开门客人从市场回来G:亲爱的义乌的市场太大了太好了要不是和你朋友约好了我还想再逛逛呢G–IhaveanappointmentwithmyfriendandsowehavetoreturntotheHotel.G:下次再逛把，，，呀房卡忘记在房间了服务员请帮我开下们我的房卡忘记在房间里了G–

4、Keepingstaff>Oh!Ihaveforgottenmyroomcard.Canyoupleasehelpmetoopenmyroomdoor.A:好的您稍等我需要前台帮您核实一下身份，（侧身给前台打电话）A–YesSir.Sure!Iwillconnectyoutothefrontdeskforverification,ifyoudon’tmindsir.A：您好我是楼层服务员3315房间的客人需要开门请帮我核实下身份A–Hello,Frontdesk,IamtheHousekeepingstafffromthirdfloor.WehavetheguestofRoom

5、number3315,whowantsustoopentheroomdoorforhim.Canyoupleaseprovideuswithclearancetoopenthedoor.旁白经过前台的核实客人的身份是正确的Narrator:TheguestverificationprocesswasdulycarriedoutbytheFrontdeskandclearancewasgiventotheHouseKeepingstafftoopenthedoor.客房部模拟操作演练场景四送充电器G:呀充电器忘记带了亲爱的帮我问下客房中心有没有充电器G–Iforgotmyphon

6、echarger.CanyoupleasecontactHouseKeepingtoprovidemewithacharger?G:好的等一下G–NowIambusy,youcontactyourself.A:您好客房中心有什么可以帮助您？A–HelloSir,ThanksforcallingHousekeeping.IamAlice.HowmayIassistyou?G:我先生的手机充电器忘记带了请问你们那有吗？G–YesAlice,myhusbandforgottobringthecell-phonecharger.Canyoupleaseprovideuswithanal

7、ternative.A:好的我帮您查一下请问是什么型号的？A–Ofcourse.WeareatyourserviceMadam.Canyoupleaseadvisemethedetailaboutthephonelikemakeandmodelnumber.G:是苹果的G–AppleiPhone-4.A:您好朱女士我已经查到了有的我现在就让服务员给您送去可以吗？客房部模拟操作演练A–YesMadam,wehaveoneavailable.Iwillsenditacrosstoyourroom