朱先生對(duì)星級(jí)酒店的服務(wù)滿(mǎn)意事件！
    朱先生和朋友乘坐的出租車(chē)剛剛停在酒店大堂門(mén)前，面帶微笑的門(mén)童立刻迎上前去，并鞠身拉門(mén)問(wèn)候：“歡迎光臨！”朱先生和朋友談笑風(fēng)生地走下了出租車(chē)，門(mén)童對(duì)正在準(zhǔn)備進(jìn)酒店的朱先生說(shuō)：“先生，您是否遺忘了公文包？”朱先生一聽(tīng)，停止了說(shuō)笑，忙說(shuō)：“哎呦，是我的公文包，謝謝，謝謝。”門(mén)童將公文包遞送給朱先生，同時(shí)又寫(xiě)了一張小紙條遞了過(guò)去，這張小紙條上寫(xiě)著出租車(chē)的號(hào)碼。然后，門(mén)童迅速引領(lǐng)客人進(jìn)入酒店大堂。
    朱先生來(lái)到前廳接待處。接待員禮貌地問(wèn)候：“你們好，歡迎光臨。請(qǐng)問(wèn)有沒(méi)有預(yù)訂？”朱先生說(shuō)：“我們已經(jīng)預(yù)訂了一個(gè)標(biāo)準(zhǔn)間。”接待員隨即朱先生出示證件，并熟練地查閱預(yù)訂，立即為客人填寫(xiě)了入住登記表上的相關(guān)內(nèi)容，并請(qǐng)朱先生預(yù)付押金和簽名，最好說(shuō)：“先生，你們住在1803房，這是你們的房卡和鑰匙，祝你們?nèi)胱∮淇臁?rdquo;在朱先生辦理入住手續(xù)時(shí)，行李員始終恭立在他們的身邊，為客人看護(hù)行李箱。
    行李員帶著客人來(lái)到1803房間門(mén)口，客房服務(wù)迅速走了過(guò)來(lái)，笑容可掬地鞠身說(shuō)：“你們好，歡迎光臨，請(qǐng)出示房卡。”“請(qǐng)這邊走。”服務(wù)員敲門(mén)并報(bào)；“housekeeping、housekeeping、housekeeping”。朱先生詫異地說(shuō)：“不是沒(méi)有人嗎？”“這是我們的服務(wù)規(guī)范。”服務(wù)員打開(kāi)房門(mén)后，開(kāi)始介紹客房設(shè)施與服務(wù)；行李員將客人的行李放到行李加上，同時(shí)發(fā)現(xiàn)客人將西裝脫下隨手扔在床上，便走過(guò)去將客人的西裝掛進(jìn)了壁櫥。客房服務(wù)員和行李員詢(xún)問(wèn)道：“朱先生，還有什么需要幫忙？”朱先生高興地說(shuō)：“不用了，謝謝你。”“祝你們?cè)诰频昃幼∮淇欤?rdquo;然后兩個(gè)服務(wù)員告辭退出。
    朱先生和朋友經(jīng)過(guò)了一天的旅行，以及非常疲憊了。當(dāng)他們躺在柔軟的床上聽(tīng)著悠揚(yáng)的音樂(lè)，欣賞著舒適豪華的酒店VI設(shè)計(jì)和室內(nèi)裝潢，回憶著進(jìn)入酒店的整個(gè)過(guò)程時(shí)，朱先生滿(mǎn)意地對(duì)朋友說(shuō)：“這真實(shí)星級(jí)酒店的服務(wù)啊！”
   
思考與練習(xí)
   ①上述案例是一次酒店產(chǎn)品的買(mǎi)賣(mài)過(guò)程，酒店與顧客買(mǎi)賣(mài)的產(chǎn)品是什么?與其他普通產(chǎn)品有何區(qū)別？
   ②酒店在本次買(mǎi)賣(mài)過(guò)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(mǎn)意的因素有哪些？
   ④假設(shè)你是酒店銷(xiāo)售人員，運(yùn)用對(duì)酒店產(chǎn)品知識(shí)的了解，嘗試向客人推介一種酒店產(chǎn)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.