酒店五星級服務標準培訓教材（PPT 35頁)

IdentifythreestepsintheWOWRecoverySystem
確定驚喜補救係統的三個步驟
Identifythefourlevelsofproblemseverity
確定問題的四個嚴重程度
ExplaintheWOWGuidelinesforthehotel
解釋酒店驚喜指南
DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem
演示運用驚喜補救係統解決客人的問題
Guesthavingaproblemthatwasresolvedsatisfactorily
經曆過問題，問題得到圓滿解決
SSmile&Greet微笑與問候
TTalk&Listen交談與傾聽
AAnswer&Anticipate回答與預計
RResolve圓滿的解決
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