朱先生對星級酒店的服務滿意事件！
朱先生和朋友乘坐的出租車剛剛停在酒店大堂門前，面帶微笑的門童立刻迎上前去，并鞠身拉門問候：“歡迎光臨！”朱先生和朋友談笑風生地走下了出租車，門童對正在準備進酒店的朱先生說：“先生，您是否遺忘了公文包？”朱先生一聽，停止了說笑，忙說：“哎呦，是我的公文包，謝謝，謝謝。”門童將公文包遞送給朱先生，同時又寫了一張小紙條遞了過去，這張小紙條上寫著出租車的號碼。然后，門童迅速引領客人進入酒店大堂。
朱先生來到前廳接待處。接待員禮貌地問候：“你們好，歡迎光臨。請問有沒有預訂？”朱先生說：“我們已經預訂了一個標準間。”接待員隨即朱先生出示證件，并熟練地查閱預訂，立即為客人填寫了入住登記表上的相關內容，并請朱先生預付押金和簽名，最好說：“先生，你們住在1803房，這是你們的房卡和鑰匙，祝你們入住愉快。”在朱先生辦理入住手續時，行李員始終恭立在他們的身邊，為客人看護行李箱。
行李員帶著客人來到1803房間門口，客房服務迅速走了過來，笑容可掬地鞠身說：“你們好，歡迎光臨，請出示房卡。”“請這邊走。”服務員敲門并報；“housekeeping、housekeeping、housekeeping”。朱先生詫異地說：“不是沒有人嗎？”“這是我們的服務規范。”服務員打開房門后，開始介紹客房設施與服務；行李員將客人的行李放到行李加上，同時發現客人將西裝脫下隨手扔在床上，便走過去將客人的西裝掛進了壁櫥。客房服務員和行李員詢問道：“朱先生，還有什么需要幫忙？”朱先生高興地說：“不用了，謝謝你。”“祝你們在酒店居住愉快！”然后兩個服務員告辭退出。
朱先生和朋友經過了一天的旅行，以及非常疲憊了。當他們躺在柔軟的床上聽著悠揚的音樂，欣賞著舒適豪華的
酒店VI設計和室內裝潢，回憶著進入酒店的整個過程時，朱先生滿意地對朋友說：“這真實星級酒店的服務啊！”
思考與練習
①上述案例是一次酒店產品的買賣過程，酒店與顧客買賣的產品是什么?與其他普通產品有何區別？
②酒店在本次買賣過程中為客人提供了什么？其中什么是客人最根本的需求？
③該酒店使得客人滿意的因素有哪些？
④假設你是酒店銷售人員，運用對酒店產品知識的了解，嘗試向客人推介一種酒店產品，比如一間豪華套房，一次圣誕歌舞晚宴等。
Chu-star hotel services are satisfied with the event!
Chu and friends take a taxi just stopped in front of the hotel lobby, smiling doorman immediately went up, and Ju body sliding door greeting: "Welcome!" Chu and friends laughing way down the rental car, the doorman is ready to enter the hotel, Mr. Zhu said: "Sir, if you have forgotten briefcase?" Chu a, stop joking, and quickly said: "Ah, my briefcase, thank you, thank you "Doorman briefcase delivered to Mr Chu, also wrote a small piece of paper handed in the past, this small piece of paper written on taxi numbers. Then, the doorman quickly lead guests into the hotel lobby.
Chu came to the vestibule reception. Designate receptionist politely: "Hello, welcome Is there no reservation?" Mr Chu said: "We have booked a standard room." The receptionist immediately Chu to produce documents, and skilled to access booking immediately for the guests on the check sheet is filled out, and Mr. Zhu prepaid deposit and signature, better to say: "Sir, your living room in 1803, this is your room card and keys, I wish you a pleasant stay." in Chu handle check, the porter always Gong Li in their side, care for the guests luggage.
Porter came to the door of 1803 rooms with guests, room service quickly came over, smiling bow, the body said: "Hello, Welcome, Please show your room card." "Please come this way." Attendant knocked on the door and ; housekeeping, housekeeping, housekeeping ". Mr. Zhu said in surprise: "is not it?" This is the specification of our services. "Waiter opened the door, start with the room facilities and services; porter guests' luggage into the luggage plus, also found that the guests will suit took off his throwing hand on the bed, then walked over to the guests suit hanging in the closet. Room attendants and porters asked: "Chu, what need help?" Chu said happily: "No, thank you." "I wish you an enjoyable stay at the hotel!" And then two attendants leave to withdraw.
Chu and friends after a day of travel, and very tired. When they are lying on the soft bed listening to the melodious music, enjoying a comfortable and luxurious interior decoration, remembering the whole process of entering the hotel, Mr. Zhu friend said with satisfaction: "This is the real star service ah!"
Thinking and practice
(1) above case is the first hotel the trading process, the hotel with customers buying and selling products What is it? What's the difference with the other ordinary products?
② Hotel offers in the trading process, what? Which is what the guests the most fundamental needs?
③ The hotel guest satisfaction What are the factors?
The ④ assume you are a hotel sales staff, the use of the hotel product knowledge, try to promote a hotel product to the guests, such as a luxury suite, a Christmas song and dance dinner.
