喜達(dá)屋明星服務(wù)

1、1S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)2我們獨(dú)特的服務(wù)文化我們獨(dú)特的服務(wù)文化It is a commitment that sets associates apart from those at other hotel companies. Through our responsive associates, comfortable hotels and efficient service, we show guests that we are glad that they are here and we want them to return. How do we

2、 ensure our guests are satisfied? We care for them.是一項(xiàng)將同事區(qū)別于其他酒店公司員工的承諾。我們通過(guò)有高度責(zé)任感的同事、舒適的酒店和高效的服務(wù)，向客人表示我們的歡迎，并期待他們的再次光臨。怎樣才能確?？腿藵M意呢？我們關(guān)愛(ài)他們。STAR Customer Experience明明 星星 顧顧 客客 體體 驗(yàn)驗(yàn)STAR Recovery明明 星星 補(bǔ)補(bǔ) 救救 措措 施施STAR Improvement System明明 星星 改改 進(jìn)進(jìn) 系系 統(tǒng)統(tǒng)4Objectives課程目標(biāo) Understand Cares Basic Service Sta

3、ndards理解關(guān)愛(ài)基本服務(wù)標(biāo)準(zhǔn) Enhance the behaviour standards during service強(qiáng)化服務(wù)過(guò)程中的行為準(zhǔn)則 Win the guest loyalty by the On-brand service以符合品牌精神的待客之道贏得客人忠誠(chéng)度AM P25Warming-up: Our Company Culture熱身運(yùn)動(dòng)-我的公司文化 Company Name 公司名稱 Core Values 公司的核心價(jià)值 General Manager 公司總經(jīng)理 Company Logo 公司的標(biāo)志 Win points in the training, and

4、the highest team will get a surprise! 培訓(xùn)中賺取積分，得分最高的公司將得到驚喜大獎(jiǎng)！Optional可選6 On Time 準(zhǔn)時(shí)開(kāi)市 Healthy Competition 良性競(jìng)爭(zhēng) Focus on Self-development 專注于自身的發(fā)展 Avoid interruption 避免打擾 Enjoy 樂(lè)在其中My Company Culture-Marketing Regulations我的公司文化-市場(chǎng)規(guī)則7S Smile & Greet 微笑與問(wèn)候微笑與問(wèn)候 T Talk & Listen 交談與傾聽(tīng)交談與傾聽(tīng)A Answer & Anti

5、cipate 回答與預(yù)計(jì)回答與預(yù)計(jì)R Resolve 圓滿地解決圓滿地解決 S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)AM P78微笑與問(wèn)候微笑與問(wèn)候明星服務(wù)標(biāo)準(zhǔn)1S.T.A.R. Service Standards 1Smile and GreetAM P49Objectives目標(biāo)目標(biāo) Realize the impact smiling & eye contact has on guests and fellow associates 認(rèn)識(shí)微笑、目光接觸對(duì)客人及同事的影響 Clarify when to greet guests and fellow associa

6、tes 明確何時(shí)向客人及同事表示問(wèn)候 Identify three ways to find out a guests name確定三種找到客人姓名的方法 Conduct an on-the-job skill practice進(jìn)行崗位技能練習(xí)AM P510S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)明星服務(wù)標(biāo)準(zhǔn)S S Smile & Greet 微笑與問(wèn)候微笑與問(wèn)候 Every time you encounter a guest or fellow associate, smile and offer an appropriate hospitality greetin

7、g.當(dāng)你每次遇見(jiàn)客人或同事時(shí)，當(dāng)你每次遇見(jiàn)客人或同事時(shí)， 微笑并給予恰當(dāng)、真誠(chéng)的問(wèn)候。微笑并給予恰當(dāng)、真誠(chéng)的問(wèn)候。11Smile & GreetSmile & Greet微笑及問(wèn)候微笑及問(wèn)候1. Smile 微笑2. Greet 問(wèn)候 Make Eye Contact 目光接觸 Greet the Guest 問(wèn)候客人 Use the Guests Name 稱呼客人姓名AM P712SmileSmile 微笑微笑Why is smiling so important?為什么微笑很重要？ We are a global brand and the smile is the internatio

8、nal language 我們是一個(gè)全球性的品牌，微笑恰是一種國(guó)際語(yǔ)言 It creates positive energy 它可以創(chuàng)造能量 It demonstrates our interest; shows we care; and conveys being welcoming 展現(xiàn)我們的熱情與關(guān)愛(ài)；并讓客人感到備受歡迎 Others tend to smile when we smile 我們的微笑可以得到對(duì)方的回應(yīng)。AM P813A smile is genuine and warm, so remember to:微笑是坦誠(chéng)與溫暖的，所以請(qǐng)記?。?Focus on the gue

9、st, put aside your personal problems 關(guān)注賓客，私事放一旁 Be sincere 真心誠(chéng)意 Make sure the rest of your non-verbal matches the smile on your face 確保其他身體語(yǔ)言的含義與您臉上的笑容一致 Watch out for inappropriate situations 注意避免某些情形下不恰當(dāng)?shù)奈⑿M P9SmileSmile 微笑微笑14Smile & GreetSmile & Greet微笑及問(wèn)候微笑及問(wèn)候1. Smile 微笑2. Greet 問(wèn)候 Make Eye Co

10、ntact 目光接觸 Greet the Guest 問(wèn)候客人 Use the Guests Name 稱呼客人姓名AM P715Exercise練習(xí)練習(xí) How did you feel when there was no eye contact? 沒(méi)有目光接觸時(shí),您有何感受？ How did you feel when your partner maintained eye contact with you? 對(duì)方與您保持目光接觸時(shí)您有何感受？Make Eye Contact 目光接觸目光接觸AM P1016Making eye contact with our guests and fe

11、llow associates：與我們的客人與同事進(jìn)行目光接觸： Will make them feel important 會(huì)讓他們感到受重視 Show that we respect them 表示我們尊重他們 Show that we are interested 表現(xiàn)出我們的熱情 AM P11Make Eye Contact 目光接觸目光接觸17Smile & GreetSmile & Greet微笑及問(wèn)候微笑及問(wèn)候1. Smile 微笑2. Greet 問(wèn)候 Make Eye Contact 目光接觸 Greet the Guest 問(wèn)候客人 Use the Guests Name

12、稱呼客人姓名AM P718Greet the Guest 問(wèn)候客人問(wèn)候客人 Why greet guests? 為什么要問(wèn)候客人? When greet our guests? 什么時(shí)候問(wèn)候我們的客人? How to greet our guests? 如何問(wèn)候我們的客人?AM P1219The 10 & 5 Rule “10與5”的法則:At ten feet away we acknowledge (Head nod; smile; make eye contact) a guest, and at five feet away we greet a guest. 在離客人10英尺（3米）

13、時(shí)，我們應(yīng)運(yùn)用恰當(dāng)?shù)纳眢w語(yǔ)言(點(diǎn)頭，微笑并保持目光接觸）與客人打招呼。在離客人5英尺(1.5米）時(shí)，我們應(yīng)問(wèn)候客人，并伴以恰當(dāng)?shù)纳眢w語(yǔ)言。Greet the Guest 問(wèn)候客人問(wèn)候客人20The most appropriate greeting for our hotel最適合我們酒店的問(wèn)候最適合我們酒店的問(wèn)候例句:晚上好,王女士.希望您度過(guò)一個(gè)寧?kù)o地夜晚.Example:Good evening,Ms Wang. Have a restful evening.1 您好! Nin Hao!2 客人姓名或職稱+早上好/下午好/晚上好等 Guests name or Title+Good mo

14、rning/afternoon/evening AM P1321We should always greet our guestsin a friendly, professional manner,without overdoing it. 我們應(yīng)該以友好、禮貌的態(tài)度我們應(yīng)該以友好、禮貌的態(tài)度， 恰如其分的恰如其分的問(wèn)候客人。問(wèn)候客人。AM P13Greet the Guest 問(wèn)候客人問(wèn)候客人22How will you handle these situations:你該如何處理這些情況：You are busy with one guest and another guest appr

15、oaches ? 當(dāng)你正忙于接待一位客人時(shí)，另一位客人向你走來(lái)？You are helping a guest and another guest approaches you and insists on being attended to? 當(dāng)你正幫助一位客人時(shí)，另一位客人向你走來(lái)認(rèn)為他也 應(yīng)該受到幫助？AM P14Greet the Guest 問(wèn)候客人問(wèn)候客人23Smile & GreetSmile & Greet微笑及問(wèn)候微笑及問(wèn)候1. Smile 微笑2. Greet 問(wèn)候 Make Eye Contact 目光接觸 Greet the Guest 問(wèn)候客人 Use the Gue

16、sts Name 稱呼客人姓名AM P724Use the Guests Name 稱呼客人姓名稱呼客人姓名 Why is important to use the guests name? 為何稱呼賓客的姓名很重要？- Show that we respect them 表示我們尊重他們- Show that we are qualified 表示我們是訓(xùn)練有素的- Show that we focus on them 代表著我們時(shí)刻關(guān)注于他們25 How to address our guests? 如何稱呼我們的客人？ - Use courteous words 使用禮貌的詞 - Gre

17、eting with their titles 稱呼他們的職務(wù) Example: Mr./Miss/Ms./Sir/Madam. 如：先生/小姐/女士/或者他們的職務(wù)Use the Guests Name 稱呼客人姓名稱呼客人姓名26 Ways to find out your guests name: 獲知客人姓名的途徑有哪些？- Computer system 電腦系統(tǒng)里- Luggage tag 行李牌- Credit card, passport, Name Card 信用卡/護(hù)照 /名片- Phone display 電話顯示器- Share by other associates

18、同事間的分享- Directly ask guests 直接詢問(wèn)客人Use the Guests Name 稱呼客人姓名稱呼客人姓名27 Asking for our guests name how do we do it? 詢問(wèn)我們賓客的姓名-如何詢問(wèn)？Example:Good evening, Sir. How may I address you? 例如： 晚上好，先生。請(qǐng)問(wèn)怎么稱呼您？Use the Guests Name 稱呼客人姓名稱呼客人姓名28Wrap-up / Summarize 回顧與總結(jié)回顧與總結(jié) Key points of “Smile & Greet” standard

19、 “ “微笑與問(wèn)候微笑與問(wèn)候” 的要點(diǎn)的要點(diǎn) The 10 & 5 rules 1010與與5 5的法則的法則29Exercise 練習(xí)練習(xí)301.The guest is coming out of his room and you passes him in thehall pushing a vacuum cleaner. 你正在使用吸塵器，客人走出他的房間，從你身邊走過(guò)。2. You are a waiter in the restaurant and a guest comes in for breakfast. 你是餐廳的服務(wù)員，一位客人走進(jìn)餐廳用早餐。3.You are at t

20、he cashiers desk in the evening and the gueststeps up to the counter. 晚間你在收銀臺(tái)值班，客人走近柜臺(tái)。角角色色扮扮演演Role PlayAM P1631交談與傾聽(tīng)交談與傾聽(tīng)明星服務(wù)標(biāo)準(zhǔn)明星服務(wù)標(biāo)準(zhǔn)2 2S.T.A.R. Service Standards 2Talk & Listen32T Talk & Listen 交談與傾聽(tīng)交談與傾聽(tīng)Talk and listen to every guest and fellow associate in a warm, enthusiastic, and courteous ton

21、e and manner.以友善、熱忱和禮貌的語(yǔ)氣與客人或同以友善、熱忱和禮貌的語(yǔ)氣與客人或同事交談并注意傾聽(tīng)。事交談并注意傾聽(tīng)。S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)明星服務(wù)標(biāo)準(zhǔn)33Objectives目標(biāo)目標(biāo) List three ways we communicate列出溝通的三種方式 Identify non-verbal signals and their meaning 識(shí)別非口語(yǔ)信號(hào)及它們的含義 Describe how to listen effectively描述如何有效傾聽(tīng) Demonstrate listening skills with a g

22、uest or fellow associate 演示與客人或同事溝通時(shí)的傾聽(tīng)技巧AM P2034Talk 交談交談 35Three Ways We Communicate三種溝通方式三種溝通方式 What we say - the words we speak說(shuō)什么 - 我們的言詞 How we say it - our tone of voice如何說(shuō) - 我們的聲音語(yǔ)調(diào) Body language - what we demonstrate without words 身體語(yǔ)言 - 不用言詞表達(dá)的AM P2336How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣?言詞 語(yǔ)調(diào)身體

23、語(yǔ)言AM P2437Examples of negative Non-Verbal communication:非口頭行為的非口頭行為的反面反面例子：例子：Lean on walls/counters倚墻、柜臺(tái)而站Put hands in pockets把手放在口袋（上衣、褲帶）里Sitting unsightly二郎腿How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣鰽M P2638Examples of positive Non-Verbal communication:非口頭行為的非口頭行為的正面正面的例子：的例子： Raise our head, dont be bow- b

24、acked 挺胸抬頭、身姿挺拔 Eye contact with smile 目光注視、面帶微笑How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣?9Pitch 聲調(diào)聲調(diào) Rhythm 節(jié)奏節(jié)奏Tempo 語(yǔ)速語(yǔ)速 Articulation 發(fā)音清晰度發(fā)音清晰度Volume 音量音量Our messages is affected by: 影響信息傳達(dá)的因素有：影響信息傳達(dá)的因素有：How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣?0Make sure your tone of voice matches with your intent確保你的語(yǔ)音語(yǔ)調(diào)確保你的語(yǔ)音語(yǔ)調(diào)

25、與你所要表達(dá)的意思一致與你所要表達(dá)的意思一致 How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣?1得體的語(yǔ)言可以向得體的語(yǔ)言可以向我們的客人與同事表示我們的客人與同事表示 我們是很職業(yè)化的、禮貌與考慮周到的。我們是很職業(yè)化的、禮貌與考慮周到的。 Careful choice of words will show our guests and fellow associates that we are professional, respectful and considerate.How we communicate我們?nèi)绾谓涣魑覀內(nèi)绾谓涣?2Listen 傾聽(tīng)傾聽(tīng) 43Why l

26、isten？為什么我們要傾聽(tīng)？為什么我們要傾聽(tīng)？ Listen can help us capture important information 傾聽(tīng)能幫助我們獲得我們所需要的信息 Listen means we respect our guests傾聽(tīng)表示我們尊重我們的客人 Listen means we pay great attention on our guests傾聽(tīng)表示我們重視我們的客人44Listen 傾傾 聽(tīng)聽(tīng) Leaning toward the speaker 身體略傾向說(shuō)話者 Nodding head 點(diǎn)頭 Making eye contact 保持目光接觸 Takin

27、g notes 做筆記 Asking clarifying questions 通過(guò)提問(wèn)加以澄清 Repeating and rephrasing 重復(fù)并用自己的語(yǔ)言復(fù)述 How to listen actively積極地傾聽(tīng)是通過(guò)積極地傾聽(tīng)是通過(guò)AM P3145 Interrupting the speaker 打斷客人 Finishing the guests sentences 接客人下句 Looking away or looking down 東張西望或向下看 Fidgeting with pen or paper 坐立不安地玩弄手中的筆或紙What to avoid我們應(yīng)該避免我們

28、應(yīng)該避免AM P32Listen 傾傾 聽(tīng)聽(tīng) 46When you mix up the words of LISTEN, what does it spell?將LISTENLISTEN這個(gè)單詞的字母重新排列組合，可以成為哪一個(gè)單詞？SILENTListen 傾傾 聽(tīng)聽(tīng) 47Wrap-up / Summarize 回顧與總結(jié)回顧與總結(jié) List three ways we communicate列出溝通的三種方式 What percentage of information we can capture on the phone by using intonation? 當(dāng)通過(guò)電話交談時(shí)，我

29、們通過(guò)語(yǔ)調(diào)獲取的信息占多少？ Identify non-verbal signals and their meaning 確定非口語(yǔ)信號(hào)及它們的含義 Describe how to listen actively描述如何有效傾聽(tīng)48Exercise 練習(xí)練習(xí)491.A very ill guest complaints about the temperature of air-condition is too low and you are the only associate who is on duty. 一位生病地客人投訴酒店空調(diào)太冷，而你唯一在場(chǎng)的當(dāng)班服務(wù)員2. Received a

30、call for room reservation 接到客房預(yù)定3. A meeting organizer is checking certain notices of banquet with our associate from sales department. 會(huì)議組織者在和一位銷售人員核對(duì)宴會(huì)事項(xiàng)角角色色扮扮演演Role Play AM P3350回答與預(yù)計(jì)回答與預(yù)計(jì)明星服務(wù)標(biāo)準(zhǔn)3S.T.A.R. Service Standards 3Answer & Anticipate51A Answer & Anticipate 回答與預(yù)計(jì)回答與預(yù)計(jì)Answer guests and fel

31、low associates questions quickly and to their satisfaction, and anticipate needs by observing behavior and learning to “read” the guest.迅速有效的回答客人和同事的問(wèn)題，注意觀察客人迅速有效的回答客人和同事的問(wèn)題，注意觀察客人的行為并學(xué)習(xí)去了解客人，來(lái)預(yù)計(jì)他們的需求。的行為并學(xué)習(xí)去了解客人，來(lái)預(yù)計(jì)他們的需求。S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)明星服務(wù)標(biāo)準(zhǔn)52Objectives目標(biāo)目標(biāo) Know the frequently ask

32、ed questions 了解客人常問(wèn)的問(wèn)題 Know how to answer guests questions 了解如何回答客人的問(wèn)題 Know how to find out the answers to the guests questions 了解如何設(shè)法找到客人問(wèn)題的答案 Know what is anticipation and its importance 了解什么是預(yù)計(jì)客人需求及其重要性 Know how to anticipate guests needs 了解如何預(yù)計(jì)客人需求AM P3853Answer Questions回答問(wèn)題回答問(wèn)題54Frequently Ask

33、ed Questions 客人常問(wèn)的問(wèn)題客人常問(wèn)的問(wèn)題Group Exercise 小組練習(xí)小組練習(xí)Its my town這是我的城市這是我的城市Its my hotel這是我的酒店這是我的酒店Its my company這是我的公司這是我的公司AM P4055Frequently Asked Questions客人常問(wèn)的問(wèn)題客人常問(wèn)的問(wèn)題Its my town這是我的城市這是我的城市. F&B outlets and entertainment 餐飲娛樂(lè)場(chǎng)所 Weather and transportation 天氣及交通 Sightseeing spots 旅游景點(diǎn) Shopping ma

34、lls 購(gòu)物場(chǎng)所 Local custom and culture 當(dāng)?shù)仫L(fēng)俗文化 Local big events 當(dāng)?shù)刂匾顒?dòng) Medical facility 醫(yī)療設(shè)施.56Its my hotel這是我的飯店這是我的飯店 Hotel generic information (address, phone number, website, etc) 酒店的基本信息（地址、電話、網(wǎng)址等） Hotel facility information (location, business hour) 酒店設(shè)施信息（位置、營(yíng)業(yè)時(shí)間等） Service-related information 服務(wù)相關(guān)信

35、息 Discount information 優(yōu)惠活動(dòng)信息.Insert Hotel Logo/ PhotoFrequently Asked Questions客人常問(wèn)的問(wèn)題客人常問(wèn)的問(wèn)題57Its my company這是我的公司這是我的公司 Group generic information 集團(tuán)的基本信息 Brands information 其他酒店品牌的信息 Owner and shareholders information 業(yè)主及股東的信息.Insert Hotel Logo/ PhotoFrequently Asked Questions客人常問(wèn)的問(wèn)題客人常問(wèn)的問(wèn)題58Answ

36、er Questions回答客人的問(wèn)題回答客人的問(wèn)題3. Suggest 建議建議Three Steps三個(gè)步驟三個(gè)步驟: :1. Listen 傾聽(tīng)傾聽(tīng)2. Clarify 確認(rèn)確認(rèn)AM P4159Answer Questions-Suggest回答客人的問(wèn)題回答客人的問(wèn)題建議建議- If appropriate, recommend hotel facility first 如合適，先推薦飯店的設(shè)施- Provide alternative options 提供兩種以上的選擇- Make sure we could satisfy the guests requests 確保我們提供的選擇

37、能夠令客人滿意 When offering suggestions to the guest, we should provide with options 在為客人提供建議時(shí)，應(yīng)為客人提供選擇AM P4260 When a guest ask you that where he/she can find a genuine Japanese restaurant, what will you do? 當(dāng)客人詢問(wèn)你，哪里有地道的日本餐廳時(shí)，你會(huì)怎么做？Answer Questions-Suggest回答客人的問(wèn)題回答客人的問(wèn)題建議建議Mr. Wang, what about the Japan

38、ese cuisine in our Miyabi Japanese Restaurant? There are fresh Sushi, Sashimi. Also, there are several Japanese Restaurants at Fuzhou Downtown. Ive been to Itoya on Fuzhou Plaza. The atmosphere and the hot pot there is fabulous! 王先生，您可以嘗試一下我們酒店雅-日本餐廳的地道日本菜，那里有新鮮的壽司、刺身。同樣，福州市區(qū)也有不少日本餐廳，我吃過(guò)福州廣場(chǎng)的伊藤家，推薦您

39、去嘗試一下，那里的氛圍和火鍋都十分地道！61Taking ownership means finding the answer for the guest, even if you have to put effort to find the answers勇于承擔(dān)個(gè)人責(zé)任意味著勇于承擔(dān)個(gè)人責(zé)任意味著幫助客人找到問(wèn)題的答案，幫助客人找到問(wèn)題的答案，即使你必須從其它的途徑發(fā)現(xiàn)問(wèn)題的答案。即使你必須從其它的途徑發(fā)現(xiàn)問(wèn)題的答案。 Answer Questions-When we dont know the answer回答客人問(wèn)題回答客人問(wèn)題當(dāng)我們不知道問(wèn)題的答案時(shí)當(dāng)我們不知道問(wèn)題的答案時(shí)AM P4

40、3What are some of the sources that you can turn to find the answers?你你 能能 從從 哪哪 些些 地地 方方 找找 出出 問(wèn)問(wèn) 題題 的的 答答 案案 ？63 Should 我們應(yīng)該我們應(yīng)該1.Take initiate to find the answer主動(dòng)找出問(wèn)題的答案2.Confirm the accuracy of the answer 確認(rèn)答案的準(zhǔn)確性3.Offer personal options 提供為客人量身定做的選擇4.Share the new information with colleagues 與其

41、他同事分享你獲知的最新信息Answer Questions-When we dont know the answer 回答客人問(wèn)題回答客人問(wèn)題 當(dāng)我們不知道問(wèn)題的答案時(shí)當(dāng)我們不知道問(wèn)題的答案時(shí)64Should Not 我們不應(yīng)該我們不應(yīng)該1.Answer with “I dont know” 回答客人“不知道”2.Shift the problem off to other departments 將客人的問(wèn)題推卸到其他部門3.Give uncertain answers 給客人模棱兩可，或未經(jīng)確認(rèn)的答案4.Give unsatisfying options 提供的選擇不符合客人的要求Answ

42、er Questions-When we dont know the answer 回答客人問(wèn)題回答客人問(wèn)題 當(dāng)我們不知道問(wèn)題的答案時(shí)當(dāng)我們不知道問(wèn)題的答案時(shí)65 When the guest ask if there is mobile phone rental service in Business Center, what will you do? 當(dāng)客人詢問(wèn)商務(wù)中心是否能夠租用手機(jī)時(shí)，您會(huì)怎么做？Excuse me, Mr. Jackson, let me check it for you right now.Yes, Mr. Jackson, we have mobile phone

43、 rental service in our Business Center. Do you want me to lead you there for further detail information? 王先生，不好意思，請(qǐng)稍等。我為您確認(rèn)一下，好嗎？ 王先生，我們商務(wù)中心有您需要的手機(jī)租用服務(wù)，您需要的話我?guī)ド虅?wù)中心具體詢問(wèn)一下好嗎？Answer Questions-When we dont know the answer 回答客人問(wèn)題回答客人問(wèn)題 當(dāng)我們不知道問(wèn)題的答案時(shí)當(dāng)我們不知道問(wèn)題的答案時(shí)When the guest ask about a specific questio

44、n out of your profession, and the answer would be complicated, you should ask the particular department to follow up, or escort the guest to the department. 當(dāng)客人的問(wèn)題不是您本職崗位的專業(yè)問(wèn)題，且答案相對(duì)比較復(fù)雜時(shí)，應(yīng)該請(qǐng)專業(yè)部門同事主動(dòng)跟進(jìn)，或指引客人前往該服務(wù)區(qū)域。66 When a guest in the public area ask you whether the parking lot is chargeable, what

45、 will you do? 當(dāng)客人在公共區(qū)域詢問(wèn)您酒店車場(chǎng)停車是否收費(fèi)時(shí)，您會(huì)怎么做？ Excuse me, Mr. Wang, let me check it for you right now. Mr. Wang, Im glad to inform you that our parking lot is free of charge.王先生，不好意思，請(qǐng)稍等。我為您確認(rèn)一下，好嗎？王先生，我們酒店的車場(chǎng)停車是免費(fèi)的。When the guest ask about a specific question out of your profession, and the answer is

46、quite simple, you should find the answer from the particular department and answer the guest question by yourself. 當(dāng)客人的問(wèn)題不是您本職崗位的專業(yè)問(wèn)題，但是答案簡(jiǎn)單，應(yīng)該親自向有關(guān)部門確認(rèn)后，再回答客人。Answer Questions-When we dont know the answer 回答客人問(wèn)題回答客人問(wèn)題 當(dāng)我們不知道問(wèn)題的答案時(shí)當(dāng)我們不知道問(wèn)題的答案時(shí)67Anticipate Needs預(yù)計(jì)需要預(yù)計(jì)需要68What is Anticipate什么是預(yù)計(jì)客人的需求什

47、么是預(yù)計(jì)客人的需求 Before the guest realize, we are able to foresee the possible problem, and try to avoid the unpleasant experience occurring to the guest. 在客人尚未意識(shí)到時(shí)，我們便預(yù)計(jì)可能發(fā)生的問(wèn)題，并努力 使客人避免此類問(wèn)題的發(fā)生。 When a guest experience a problem, even before the guest contacts the hotel for it, we have responded to the pr

48、oblem by anticipating. 在客人發(fā)生問(wèn)題時(shí)，即使未向酒店作出要求，我們已通過(guò)預(yù) 計(jì)，快速地做出反應(yīng)。AM P4669 Each hotel encounter is an opportunity to make the ordinary extraordinary. Meet guest expectation is not enough. The key to win is to beyond the guest expectation. 每次的酒店經(jīng)歷都是化普通為特殊的機(jī)會(huì)。僅僅達(dá)到客人的期望是不夠的，我們應(yīng)該去超越客人的期望，這是我們制勝的關(guān)鍵所在。Why Antic

49、ipate為什么要預(yù)計(jì)客人的需求為什么要預(yù)計(jì)客人的需求AM P4670 Observe 觀察 Make the best decision promptly 迅速做出最佳決定 Take initiative to offer service 主動(dòng)提供服務(wù) Show the genuine care 表達(dá)真心關(guān)愛(ài)How to Anticipate如何預(yù)計(jì)客人需求如何預(yù)計(jì)客人需求AM P4671How to Anticipate-Observe如何預(yù)計(jì)客人需求如何預(yù)計(jì)客人需求觀察觀察Various hints各種暗示Verbal 客人的言詞Vocal客人的語(yǔ)音語(yǔ)調(diào)Visual客人的身體語(yǔ)言Emot

50、ional客人的情感 AM P4672 Via observation, know the guests emotion and needs, find out feasible solution promptly. 通過(guò)觀察，了解客人的情緒和需求，快速找出可行的解決方案。 Considerate thoroughly and focus on details 考慮周到、關(guān)注細(xì)節(jié) Think in the others position換位思考 Choose the best solution決定最佳解決方案How to Anticipate- Make the best decision p

51、romptly如何預(yù)計(jì)需求如何預(yù)計(jì)需求迅速做出最佳決定迅速做出最佳決定AM P4673When we anticipate needs, we should ask ourselves four questions預(yù)計(jì)客人需求時(shí)預(yù)計(jì)客人需求時(shí), ,我們需要問(wèn)自己我們需要問(wèn)自己4 4個(gè)問(wèn)題個(gè)問(wèn)題 What is going on ? 現(xiàn)在正在發(fā)生什么事情？ Who is involved ? 涉及到哪些人？ What might happen if I do nothing ? 如果我們什么都不做會(huì)發(fā)生什么? What action can I take ? 我能采取什么行動(dòng) ? 74 Take

52、 initiative to offer service satisfying to guests need and beyond guests expectation 主動(dòng)為客人提供滿足其需求，超越其期望的服務(wù) Provide map and bilingual address card for the guest asking the way主動(dòng)為問(wèn)路的客人提供地圖、中英文地點(diǎn)卡片 Provide booking service of restaurant or tickets 主動(dòng)幫助訂餐訂票等How to Anticipate - Take initiative to offer se

53、rvice 如何預(yù)計(jì)需求如何預(yù)計(jì)需求主動(dòng)提供服務(wù)主動(dòng)提供服務(wù)75 Keep 3V consistent 保持3V的一致 Show genuine care after offering service in different ways 通過(guò)各種方式，在服務(wù)后向客人表達(dá)真心關(guān)愛(ài)。 Caring card慰問(wèn)卡 Offering name card主動(dòng)提供名片 Asking for feedback詢問(wèn)反饋 Asking if theres further requirement 詢問(wèn)是否有其他需求等How to Anticipate- Show the genuine care 如何預(yù)計(jì)需求如

54、何預(yù)計(jì)需求表達(dá)真心關(guān)愛(ài)表達(dá)真心關(guān)愛(ài)76Review回 顧 How to answer guests questions? 如何回答客人的問(wèn)題？ How to give options to guests? 如何給與客人選擇？ What should you do if you dont know the answer to guests question? 如果不知道客人問(wèn)題的答案應(yīng)該怎么做？ How to anticipate guests need? 如何預(yù)計(jì)客人需求？77Exercise 練習(xí)練習(xí)781. You are a room attendant. Mr. Li has stay

55、ed in the hotel for several days. Every day, you will make his room. You found that his pillows are always on the floor, and only one cushion is in the bed. 您是一名客房服務(wù)員，李先生已經(jīng)在酒店住了好幾天，每天為他整理房間的時(shí)候，您都發(fā)現(xiàn)他的枕頭總是散落在地上，而床上總是只有一個(gè)靠墊。2. You are in the Concierge. Now, two young travelers are asking you about the

56、way to Shanghai South Railway Station. You found that their train is at 9 pm and now its 4 pm. They have already checked out. 您是一名禮賓部的員工，此時(shí)兩位年輕的旅行者前來(lái)詢問(wèn)你如何前往上海南站，你發(fā)現(xiàn)他們手中的車票是晚上9點(diǎn)前往杭州的火車，而此時(shí)正是下午4點(diǎn)，這兩位已經(jīng)完成了離店結(jié)算手續(xù)。3. You are a F&B Service attendant. You noticed that now Mr. Chen is coming for meal alone

57、again, and he has been looking at the menu for a long time. 您是一名餐廳的服務(wù)員，您看到陳先生此時(shí)又一個(gè)人前來(lái)餐廳用餐，他對(duì)著菜單發(fā)了好一會(huì)兒呆。角角色色扮扮演演Role Play AM P4779圓滿地解決圓滿地解決明星服務(wù)標(biāo)準(zhǔn)4S.T.A.R. Service Standards 4Resolve80R Resolve 圓滿的解決問(wèn)題圓滿的解決問(wèn)題 Resolve guests problems by followingthe systematic WOW Recovery system. 通過(guò)通過(guò)WOWWOW服務(wù)補(bǔ)救系統(tǒng)來(lái)解決客

58、人服務(wù)補(bǔ)救系統(tǒng)來(lái)解決客人 的問(wèn)題。的問(wèn)題。 S.T.A.R. Service Standards明星服務(wù)標(biāo)準(zhǔn)明星服務(wù)標(biāo)準(zhǔn)81Objectives 目標(biāo)目標(biāo) Identify three steps in the WOW Recovery System 確定驚喜補(bǔ)救系統(tǒng)的三個(gè)步驟 Identify the four levels of problem severity確定問(wèn)題的四個(gè)嚴(yán)重程度 Explain the WOW Guidelines for the hotel解釋酒店驚喜指南 Demonstrate resolving a guest problem using the WOW Rec

59、overy System 演示運(yùn)用驚喜補(bǔ)救系統(tǒng)解決客人的問(wèn)題AM P5182Problems and Repeat Business問(wèn)題與回頭生意問(wèn)題與回頭生意 Guest having a problem that was resolve satisfactorily 經(jīng)歷過(guò)問(wèn)題，問(wèn)題得到圓滿解決Guest having a problem that was not resolved satisfactorily 經(jīng)歷過(guò)問(wèn)題，但問(wèn)題沒(méi)有得到圓滿解決Guest having experienced no problems 客人沒(méi)有經(jīng)歷問(wèn)題92%:84%:46%:AM P5383Three St

60、eps in Resolve:解決問(wèn)題的三個(gè)步驟解決問(wèn)題的三個(gè)步驟: :1. Whats the Problem 問(wèn)題問(wèn)題是是什么什么2. Own it and Solve it 承擔(dān)責(zé)任并解決問(wèn)題承擔(dān)責(zé)任并解決問(wèn)題 3. Wow the Guest 給客人驚喜給客人驚喜WOW Recovery system WOWWOW 服務(wù)補(bǔ)救系統(tǒng)服務(wù)補(bǔ)救系統(tǒng)AM P5484 Listen to Get Information 傾聽(tīng)以獲得信息 Apologize 道歉 Emphasize 感同身受 Clarify by asking questions 通過(guò)提問(wèn)與客人確認(rèn)Whats the Problem