朱先生对星级酒店的服务满意事件！
朱先生和朋友乘坐的出租车刚刚停在酒店大堂门前，面带微笑的门童立刻迎上前去，并鞠身拉门问候：“欢迎光临！”朱先生和朋友谈笑风生地走下了出租车，门童对正在准备进酒店的朱先生说：“先生，您是否遗忘了公文包？”朱先生一听，停止了说笑，忙说：“哎呦，是我的公文包，谢谢，谢谢。”门童将公文包递送给朱先生，同时又写了一张小纸条递了过去，这张小纸条上写着出租车的号码。然后，门童迅速引领客人进入酒店大堂。
朱先生来到前厅接待处。接待员礼貌地问候：“你们好，欢迎光临。请问有没有预订？”朱先生说：“我们已经预订了一个标准间。”接待员随即朱先生出示证件，并熟练地查阅预订，立即为客人填写了入住登记表上的相关内容，并请朱先生预付押金和签名，最好说：“先生，你们住在1803房，这是你们的房卡和钥匙，祝你们入住愉快。”在朱先生办理入住手续时，行李员始终恭立在他们的身边，为客人看护行李箱。
行李员带着客人来到1803房间门口，客房服务迅速走了过来，笑容可掬地鞠身说：“你们好，欢迎光临，请出示房卡。”“请这边走。”服务员敲门并报；“housekeeping、housekeeping、housekeeping”。朱先生诧异地说：“不是没有人吗？”“这是我们的服务规范。”服务员打开房门后，开始介绍客房设施与服务；行李员将客人的行李放到行李加上，同时发现客人将西装脱下随手扔在床上，便走过去将客人的西装挂进了壁橱。客房服务员和行李员询问道：“朱先生，还有什么需要帮忙？”朱先生高兴地说：“不用了，谢谢你。”“祝你们在酒店居住愉快！”然后两个服务员告辞退出。
朱先生和朋友经过了一天的旅行，以及非常疲惫了。当他们躺在柔软的床上听着悠扬的音乐，欣赏着舒适豪华的
酒店VI设计和室内装潢，回忆着进入酒店的整个过程时，朱先生满意地对朋友说：“这真实星级酒店的服务啊！”
思考与练习
①上述案例是一次酒店产品的买卖过程，酒店与顾客买卖的产品是什么?与其他普通产品有何区别？
②酒店在本次买卖过程中为客人提供了什么？其中什么是客人最根本的需求？
③该酒店使得客人满意的因素有哪些？
④假设你是酒店销售人员，运用对酒店产品知识的了解，尝试向客人推介一种酒店产品，比如一间豪华套房，一次圣诞歌舞晚宴等。
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.
