酒店五星级服务标准培训教材（PPT 35页)

IdentifythreestepsintheWOWRecoverySystem
确定惊喜补救系统的三个步骤
Identifythefourlevelsofproblemseverity
确定问题的四个严重程度
ExplaintheWOWGuidelinesforthehotel
解释酒店惊喜指南
DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem
演示运用惊喜补救系统解决客人的问题
Guesthavingaproblemthatwasresolvedsatisfactorily
经历过问题，问题得到圆满解决
SSmile&Greet微笑与问候
TTalk&Listen交谈与倾听
AAnswer&Anticipate回答与预计
RResolve圆满的解决
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