酒店客房精細(xì)化管理和細(xì)微服務(wù)之二 課件

1、 酒店客房精細(xì)化管理與細(xì)微服務(wù)(二) 一.客人入住之前服務(wù)要點(diǎn) (1)接到預(yù)訂信息后，及時(shí)聯(lián)系前臺(tái)安排好客人喜好的房間。 (2)查詢客人的相關(guān)客史檔案，了解該客人的個(gè)性化服務(wù)信息，提 前對(duì)房間進(jìn)行個(gè)性化布置。 (3)確認(rèn)客人上次住店時(shí)有無遺留物品或寄存物品，如有則主動(dòng)送 入房間擺好，如是重要的?？停瑒t還應(yīng)準(zhǔn)備印有客人姓名的浴 袍、信封信紙等專用物件，使客人在進(jìn)入房間時(shí)倍感親切。二.客人入住服務(wù)要點(diǎn) (1)準(zhǔn)備香巾茶水送入房間。 (2)如為VIP熟客則應(yīng)提前在通道等候客人。 (3)客人到達(dá)樓層時(shí)，樓層服務(wù)人員應(yīng)以客人的姓氏稱呼客人， 歡迎客人的再次光臨； (4)對(duì)于較為熟悉的?？?，在不打擾客人的

2、前提下，由客人認(rèn)識(shí) 或熟悉的服務(wù)人員也一同到場，讓客人進(jìn)一步有回家的感 覺，進(jìn)而向客人征詢服務(wù)意見和服務(wù)要求； (5)接待的時(shí)間要掌握得當(dāng)，在服務(wù)完成后應(yīng)及時(shí)退出房間，以 免影響客人休息，同時(shí)將客人吩咐的各項(xiàng)服務(wù)事項(xiàng)作認(rèn)真記 錄并交接到相關(guān)崗位。三.在住期間服務(wù)要點(diǎn) (1)按常、熟客人以往的作息時(shí)間對(duì)服務(wù)內(nèi)容做出相應(yīng)調(diào)整。 (2)在客人外出用餐時(shí)及時(shí)進(jìn)房整理送上客人喜歡看的報(bào)刊。 (3)根據(jù)房間的實(shí)際情況，適時(shí)提供相應(yīng)的細(xì)微服務(wù)。(4) 對(duì)于觀察到的新現(xiàn)象，應(yīng)及時(shí)將新個(gè)性信息記錄在賓客檔案里。(5) 客房部管理人員應(yīng)在適當(dāng)時(shí)機(jī)與客人交談，如客人從通道經(jīng)過時(shí)、客人早餐的閑暇時(shí)間、或?qū)ｉT與客人約定

3、一個(gè)交談時(shí)間，一方面了解客人的意見和建議，另一方面加強(qiáng)和客人的交往加深賓我感情。四.客人離店服務(wù)要點(diǎn) (1)協(xié)助退房 (2)征詢意見 (3)友好送別 (4)處理好遺留物品，將有關(guān)信息及時(shí)存檔對(duì)兒童客人的服務(wù) 兒童客人服務(wù)的特點(diǎn)： 讓他們高興就是讓他們的父母更高興！(1)入住之前 A.接到有兒童入住酒店尤其是團(tuán)體入住的通知，提前了解兒童的年齡、國籍、此行目的等情況，做好準(zhǔn)備工作。B.如果是六歲以下嬰幼兒入住酒店，免費(fèi)提供嬰兒床。注意檢查嬰兒床是否有損壞，特別是床四周的柵欄是否牢固，床腳（輪）處于活動(dòng)或固定狀態(tài)時(shí)是否正常。C.做好房間細(xì)致衛(wèi)生，特別是地毯的清潔。如為爬行階段的嬰兒，可準(zhǔn)備報(bào)廢床單，

4、待客人入住時(shí)征求意見后鋪在地毯上。D.房間加入兒童澡盆、兒童衣架、兒童拖鞋等物品。給身份特殊的小客人準(zhǔn)備簡單的糖果及安全的玩具。E.在不影響起居的情況下，將帶棱角的家具集中放在房間角落，給插座孔貼上絕緣膠布或插上專用保護(hù)插頭，避免兒童受到碰撞或觸電等危險(xiǎn)。F.用報(bào)廢的床單為兒童客人制作被單枕套繡花等等。G.幼童入住，給床鋪、沙發(fā)做好保護(hù)措施，避免便溺污染。學(xué)齡童入住，適量增加紙張，避免涂鴉污染。對(duì)兒童客人的服務(wù)(2)入住當(dāng)天 A.在樓層歡迎客人，對(duì)“小客人”給予真誠的贊美（可愛、伶俐 等），介紹酒店內(nèi)他們感興趣的地點(diǎn)及設(shè)施。 B.征求客人對(duì)房間布置的意見，盡量滿足其需求。 C.蹲下來和孩子說話

5、。（迪士尼樂園）對(duì)兒童客人的服務(wù)(3)在住期間A.發(fā)現(xiàn)房間有奶粉B.如果是穿尿褲階段的嬰兒在房間C.發(fā)現(xiàn)有幼童獨(dú)自在房D.發(fā)現(xiàn)兒童在通道或電梯內(nèi)奔跑或玩耍E.如果客人需要代為照管兒童時(shí)1.安全第一2.親切熱情服務(wù)前提“教育是為美好生活作準(zhǔn)備！” 斯賓塞Thanks！Friendship the difference in China and the WestChinese except friendships to be more lasting.Different foundations for friendships.Westerns expect friends to be indepe

6、ndent. Chinese usually expect more from their friends.Chinese except friendships to be more lasting. For Chinese a true friendship endures throughout life changes. Chinese are friends even if they havent spoken for 20 years. If you shared something at one time, then all your life you are friends. Th

7、is is the best of guanxi(關(guān)系), the Wide Web that connects Chinese through time and space. So, we can say Chinese invented the Internet long before Bill Gates was born. In North America, even the relationship in which people feel close and tell each other personal problems may not survive life changes

8、 such as moving to another city, graduation from a university or marriage. If the people do not see each other regularly, the relationship is likely to die.Different foundations for friendships. Chinese friends share “ things in common”: a task, a class, the hometown. Friendships are formed by peopl

9、e who work or go to school together. You may or may not like the person, but if he or she can do something for you because of his position or job, you can be friends. But in North America, business and friendship are kept separate. The friendships are usually tied to specific activities. A person ma

10、y have work friends and leisure (休閑時(shí)) activity friends. Also friends tend to have similar financial circumstances, because friendship in the West is based on equality.Westerns expect friends to be independent. Why? Its because their friendship is mostly a matter of providing emotional support and sp

11、ending time together, so they do not feel comfortable in a relationship in which one person is giving more and the other is dependent on what is giving. A westerner will respond to a friends trouble by asking “What do you want to do?” The idea is to help the friend to think out the problem and disco

12、ver the solution he or she really wants and then to support the solution. Chinese friends give each other more concrete help. A Chinese will use personal connections to help a friend get something hard to obtain. They give each other money and might help each other out financially over a long time.C

13、hinese usually expect more from their friends. In the West, you can certainly ask a friend to do something with you, but you recognize that your friend may say no, if he or she gives you as reason. You would not expect a friend to drop everything to respond to a non-urgent need such as shopping. Nor would you expect a friend to recognize and respond to your wishes without stating them. A friend in China is someone who offers help without waiting to be asked. There are few limits to wha