1、ObjectiveTo greet newly arriving guests and show them to reception,Key Language,In this unit you will learn what to say to guests when they arrive by car, and as you take them to Reception. Firstly, greet the new guests as in the previous unit, and then help them get out of their vehicle. Helping th

2、e guests get out of their vehicle May I help you with (that / those)? (Four) items. Is that correct? Allow me to help you with (that / those). Mind your head. Showing the guests to the Front Desk Allow me to take you to the Front Desk, Mr. and Mrs. Smith, (name). Please come with me to Front Desk, M

3、r. and Mrs. Smith, (name). If you cannot walk with the guests to Reception, say: The Front Desk is just over there, Mr. and Mrs. Smith, (name). I wish you a wonderful stay with us.,Key Language,Conversation on the way to the Front Desk: I see that you have just flown from (London). You must be very

4、tired. I recommend a massage in our spa. Youll feel as good as new afterwards. Is this your first visit to Beijing? Yes / No: * If you need any tourist information, please contact the (Tour Counter / Concierge) over there. I hope you have a wonderful stay. Leaving the guests at the Front Desk (To th

5、e Front Desk:) This is Mr. and Mrs. Smith, (name). (To the guests:) This is Maura, (name). She will take care of you now. I hope you have a wonderful stay with us. Goodbye.,Points to Remember,Make eye contact and smile warmly as you greet and talk to the guest. Your smile should be like “sweet scent

6、” and bring “fragrance to the soul”. Think of how you can compliment the guest. Look for something you like about the guest so that you can start to feel good about the guest. The guest will feel your warmth. As you interact with the guest, say to yourself a thought, such as, “I like this guest very

7、 much.” or “I want to make this guest really happy.” Focus on the thought during the interaction. Look for ways to show love, care, warmth, and empathy during the interaction. The guest wants and needs to feel your love, care, and warmth, even though s/he might not admit it. Your heart should be bur

8、ning with loving kindness for the guest, and the guest should feel it. Let it show!,Points to Remember,Stand straight but relaxed as you speak. Look for information about the guest that can be used as guest history information in order to create a memorable experience. Think about how you can make t

9、he guest happy as you interact with him/her. As you interact with the guest, listen to your heart about how you think the guest feels and what the guest wants. Then take action. Try to practise the spirit of this quotation with every Mr. Smith: “Shed the light of boundless love on every human being

10、whom you meet.” Show that you value your guests by injecting positive energy into the interaction with the guest. Constantly look for ways to please the guest.,Sample Conversation 1,Conversation 1 - When You Help Newly Arriving Guests to Get Out of Their Vehicle Employee:(Guest gets out of the car:)

11、 Good morning, Mr. Smith. Welcome back to the Majestic Hotel. Im Janet, a Guest Relations Officer. How are you today? Mr. Smith:It was all right. Not too bad. Employee:Im glad to hear that, sir. May I help you with that? Mr. Smith:Thank you. Employee:My pleasure. Three items. Is that correct? Mr. Sm

12、ith:Yes, thats correct. Employee:The Front Desk is just over there, Mr. Smith. Youre going to have a wonderful stay with us. Mr. Smith:I hope so. (They walk to Reception.),Sample Conversation 2,Conversation 2 - When You Show the Guests to the Front Desk Employee:(Guest gets out of the car:) Good mor

13、ning, Mr. Smith. Welcome back to the Majestic Hotel. Im Rose, a Guest Relations Officer. How are you today? Mr. Smith:I had a good journey. Employee:Im glad to hear that, sir. May I help you with that? Mr. Smith:Thank you. Employee:My pleasure. Allow me to take you to the front desk, Mr. Smith Mr. S

14、mith:Alright. Employee:I see that you have just flown from London. You must be very tired. Mr. Smith:Yes, a little. Employee:Is this your first visit to Beijing? Mr. Smith:No, its my third time already. Employee:Youre a regular traveller to China then. I hope you have a wonderful time here. (To the

15、Front Desk:) This is Mr. Smith. (To the guest:) This is Jane. She will take care of you now. I hope you have a wonderful stay with us. Goodbye. Mr. Smith:Thank you. Goodbye.,Sample Conversation 3,Conversation 3: When You Show the Guests to the Front Desk Employee:(Guest gets out of the car:) Good mo

16、rning, Mr. Smith. Welcome back to the Majestic Hotel. Im Janet, a Guest Relations Officer. How are you today? Mr. Smith:Fine, thanks. Employee:Im glad to hear that, sir. Allow me to help you with that. Mr. Smith:Thank you. Employee:I see that you have just flown from Bangkok. You must be very tired.

17、 Mr. Smith:Yes, very tired. Employee:I recommend a massage in our spa. Youll feel as good as new afterwards. Mr. Smith:Thats a good idea. Maybe I should try it. Employee:I highly recommend the Aromatherapy massage with lavender. Is this your first visit to Beijing? Mr. Smith:Yes, its my first time.

18、Employee:If you need any tourist information, please contact the Concierge over there. Mr. Smith:Thank you. I sure will. Employee:I hope you have a wonderful time with us. Goodbye. Mr. Smith:Thank you. Goodbye.,Practice Situations,Instructions Converse with your Trainer as if s/he is the guest in the following situations. Sometimes the guest will be male and sometimes female. Make sure that you infuse your conversations with the spirit of love. The guests need to be served with extreme warmth and loving kindness. If the warmth is not enough, the Trainer will ask you to