凯莱酒店优质服务传递培训.ppt

TThoughtfulness体贴周到OOrientalService东方文化UU-are-special特别礼遇CCare无微不至HHeart源自内心Touch1:了解客人KnowYourCustomerTouch2:预知与确定顾客需求CustomerNeedsTouch3:竭尽全力DoourBestTouch4:服务补救ServiceRecoveryTouch1:了解客人KnowYourCustomer(Recognition)Touch1:了解客人KnowYourCustomerTouch1:了解客人KnowYourCustomer怎样尊重并感激客人？HowtoshowRespect&Appreciation?微笑服务Smileatguests如何目光接触HowtoEyeContact不向顾客打招呼会给顾客造成心里压力Customerisstressfulwhennotgreeted与客人打招呼没有任何语言比这更动听Speaktocustomers.Thereisnothingasniceasacheerfulwordofgreeting.微笑点头示意客人-3米Smiletocustomerwhen3metersaway语言问候客人-1米Greetcustomerwhen1meteraway行进中问候Greetingwhilewalking善用称赞Compliment提醒客人是否有遗忘的物品Remindthecustomeroftheirpersonalproperty真诚感谢客人的光顾Sincerelyappreciateforcoming欢迎再次光临Lookingforwardtoyournextvisit观察是否需要其他的服务或协助Observetoofferanyfurtherassistance要点回顾PointsReviewTouch2:顾客需求：预知与确定CustomerNeeds:Anticipating&Determining如何能够预知与确定顾客需求？Howtoanticipateanddeterminecustomerneeds?阅读…Whatshallweread?倾听…Whatshallwelisten?观察…Whatshallweobserve?Touch2:顾客需求CustomerNeedsTouch3:竭尽全力DoingOurBestSample1你是一名客房服务员有位带孩子的客人入住需要多加一瓶矿泉水…Youareanattendantacustomerwithachildneedsonemorebottleofmineralwater…你应该：向上级寻求帮助Youshould:Askingforhelp我们不该说：酒店有规定我不可以那样做。AccordinghotelPolicyIcan'tdothat.我们应该说：请稍等我请示一下我的主管5分钟后给您回复可以吗？Momentplease.Iwillaskmyteamleader.Iwillreturnin5minutes.Isthatallright?Sample2你是一名餐厅服务员正要下班时有位客人前来用餐…Youareawaitressacustomercomesafteroperatinghour…你应该：立即协调与解决问题Youshould:Coordinateandsolveimmediately我们不该说：对不起餐厅关门了。Sorrytherestaurantisclosed.我们应该说：对不起现在已经过了我们的营业时间。我帮助您联系送餐服务好吗？Sorryouroperationhouristill21:00.WouldyoulikemetocontactRoomService?Sample3你是一名餐厅服务员有位客人要你帮助订车去机场…Youareawaitressacustomeraskyoutobook