喜達(dá)屋明星服務(wù)

S.T.A.R.ServiceStandards明星服務(wù)標(biāo)準(zhǔn)1Cares

關(guān)愛OurDistinguishedServiceCulture我們獨(dú)特的服務(wù)文化Itisacommitmentthatsetsassociatesapartfromthoseatotherhotelcompanies.Throughourresponsiveassociates,comfortablehotelsandefficientservice,weshowgueststhatwearegladthattheyarehereandwewantthemtoreturn.Howdoweensureourguestsaresatisfied?Wecareforthem.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)愛他們。2STARCustomerExperience明星顧客體驗(yàn)STARRecovery明星補(bǔ)救措施STARImprovementSystem明星改進(jìn)系統(tǒng)Objectives

課程目標(biāo)UnderstandCaresBasicServiceStandards

理解關(guān)愛基本服務(wù)標(biāo)準(zhǔn)Enhancethebehaviourstandardsduringservice

強(qiáng)化服務(wù)過程中的行為準(zhǔn)則WintheguestloyaltybytheOn-brandservice

以符合品牌精神的待客之道贏得客人忠誠度AMP24Warming-up:OurCompanyCulture

熱身運(yùn)動(dòng)-我的公司文化

CompanyName

公司名稱

CoreValues

公司的核心價(jià)值

GeneralManager

公司總經(jīng)理

CompanyLogo

公司的標(biāo)志

Winpointsinthetraining,andthehighestteamwillgetasurprise!

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5OnTime

準(zhǔn)時(shí)開市HealthyCompetition

良性競(jìng)爭(zhēng)FocusonSelf-development

專注于自身的發(fā)展Avoidinterruption

避免打擾Enjoy

樂在其中MyCompanyCulture-MarketingRegulations

我的公司文化-市場(chǎng)規(guī)則6S

Smile&Greet微笑與問候

T

Talk&Listen交談與傾聽A

Answer&Anticipate回答與預(yù)計(jì)R

Resolve圓滿地解決

S.T.A.R.ServiceStandards明星服務(wù)標(biāo)準(zhǔn)AMP77微笑與問候明星服務(wù)標(biāo)準(zhǔn)1S.T.A.R.ServiceStandards1SmileandGreetAMP48Objectives目標(biāo)Realizetheimpactsmiling&eyecontacthasonguestsandfellowassociates

認(rèn)識(shí)微笑、目光接觸對(duì)客人及同事的影響Clarifywhentogreetguestsandfellowassociates

明確何時(shí)向客人及同事表示問候Identifythreewaystofindoutaguest’sname

確定三種找到客人姓名的方法Conductanon-the-jobskillpractice

進(jìn)行崗位技能練習(xí)AMP59S.T.A.R.ServiceStandards明星服務(wù)標(biāo)準(zhǔn)S

Smile&Greet

微笑與問候

Everytimeyouencounteraguestorfellowassociate,smileandofferanappropriatehospitalitygreeting.當(dāng)你每次遇見客人或同事時(shí)，微笑并給予恰當(dāng)、真誠的問候。10Smile&Greet微笑及及問候候1.Smile微笑2.Greet問候MakeEyeContact目光接接觸GreettheGuest問候客客人UsetheGuest’sName稱呼客客人姓姓名AMP711Smile微笑Whyissmilingsoimportant?為什么么微笑笑很重重要？？Weareaglobalbrandandthesmileistheinternationallanguage我們是是一個(gè)個(gè)全球球性的的品牌牌，微微笑恰恰是一一種國國際語語言Itcreatespositiveenergy它可以以創(chuàng)造造能量量Itdemonstratesourinterest;showswecare;andconveysbeingwelcoming展現(xiàn)我我們的的熱情情與關(guān)關(guān)愛；；并讓讓客人人感到到備受受歡迎迎Otherstendtosmilewhenwesmile我們的的微笑笑可以以得到到對(duì)方方的回回應(yīng)。。AMP812Asmileisgenuineandwarm,sorememberto:微笑是是坦誠誠與溫溫暖的的，所所以請(qǐng)請(qǐng)記住?。篎ocusontheguest,putasideyourpersonalproblems關(guān)注賓賓客，，私事事放一一旁Besincere真心誠誠意Makesuretherestofyournon-verbalmatchesthesmileonyourface確保其其他身身體語語言的的含義義與您您臉上上的笑笑容一一致Watchoutforinappropriatesituations注意避避免某某些情情形下下不恰恰當(dāng)?shù)牡奈⑿πMP9Smile微笑13Smile&Greet微笑及及問候候1.Smile微笑2.Greet問候MakeEyeContact目光接接觸GreettheGuest問候客客人UsetheGuest’sName稱呼客客人姓姓名AMP714Exercise練習(xí)Howdidyoufeelwhentherewasnoeyecontact?沒有目目光接接觸時(shí)時(shí),您有何何感受受？Howdidyoufeelwhenyourpartnermaintainedeyecontactwithyou?對(duì)方與與您保保持目目光接接觸時(shí)時(shí)您有有何感感受？？MakeEyeContact目光接接觸AMP1015Makingeyecontactwithourguestsandfellowassociates：與我們們的客客人與與同事事進(jìn)行行目光光接觸觸：Willmakethemfeelimportant會(huì)讓他他們感感到受受重視視Showthatwerespectthem表示我我們尊尊重他他們Showthatweareinterested表現(xiàn)出出我們們的熱熱情AMP11MakeEyeContact目光接接觸16Smile&Greet微笑及及問候候1.Smile微笑2.Greet問候MakeEyeContact目光接接觸GreettheGuest問候客客人UsetheGuest’sName稱呼客客人姓姓名AMP717GreettheGuest問候客客人Whygreetguests?為什么么要問問候客客人?Whengreetourguests?什么時(shí)時(shí)候問問候我我們的的客人人?Howtogreetourguests?如何問問候我我們的的客人人?AMP1218The10&5Rule“10與5”的法則則:Attenfeetawayweacknowledge(Headnod;smile;makeeyecontact)aguest,andatfivefeetawaywegreetaguest.在離離客客人人10英尺尺（（3米））時(shí)時(shí)，，我我們們應(yīng)應(yīng)運(yùn)運(yùn)用用恰恰當(dāng)當(dāng)?shù)牡纳砩眢w體語語言言(點(diǎn)頭頭，，微微笑笑并并保保持持目目光光接接觸觸））與與客客人人打打招招呼呼。。在在離離客客人人5英尺尺(1.5米））時(shí)時(shí)，，我我們們應(yīng)應(yīng)問問候候客客人人，，并并伴伴以以恰恰當(dāng)當(dāng)?shù)牡纳砩眢w體語語言言。。GreettheGuest問候候客客人人19Themostappropriategreetingforourhotel最適適合合我我們們酒酒店店的的問問候候例句句:晚上上好好,王女女士士.希望望您您度度過過一一個(gè)個(gè)寧寧靜靜地地夜夜晚晚.Example:Goodevening,MsWang.Havearestfulevening.1您好好!NinHao!2客人人姓姓名名或或職職稱稱+早上上好好/下午午好好/晚上上好好等等Guest'snameorTitle+Goodmorning/afternoon/eveningAMP1320Weshouldalwaysgreetourguestsinafriendly,professionalmanner,withoutoverdoingit.我們們應(yīng)應(yīng)該該以以友友好好、、禮禮貌貌的的態(tài)態(tài)度度，，恰如如其其分分的的問問候候客客人人。。AMP13GreettheGuest問候候客客人人21Howwillyouhandlethesesituations:你該如何處理理這些情況：：Youarebusywithoneguestandanotherguestapproaches?當(dāng)你正忙于接接待一位客人人時(shí)，另一位位客人向你走走來？Youarehelpingaguestandanotherguestapproachesyouandinsistsonbeingattendedto?當(dāng)你正幫助一一位客人時(shí)，，另一位客人人向你走來認(rèn)認(rèn)為他也應(yīng)該受到幫助助？AMP14GreettheGuest問候客人22Smile&Greet微笑及問候1.Smile微笑2.Greet問候MakeEyeContact目光接觸GreettheGuest問候客人UsetheGuest’sName稱呼客人姓名名AMP723UsetheGuest’sName稱呼客人姓名名Whyisimportanttousetheguest’sname?為何稱呼賓客客的姓名很重重要？-Showthatwerespectthem表示我們尊重重他們-Showthatwearequalified表示我們是訓(xùn)訓(xùn)練有素的-Showthatwefocusonthem代表著我們時(shí)時(shí)刻關(guān)注于他他們24Howtoaddressourguests?如何稱呼我們們的客人？-Usecourteouswords使用禮貌的詞詞-Greetingwiththeirtitles稱呼他們的職職務(wù)Example:Mr./Miss/Ms./Sir/Madam...如：先生/小姐/女士/或者他們的職職務(wù)…UsetheGuest’sName稱呼客人姓名名25Waystofindoutyourguest’sname:獲知客人姓名名的途徑有哪哪些？-Computersystem電腦系統(tǒng)里-Luggagetag行李牌-Creditcard,passport,NameCard信用卡/護(hù)照/名片-Phonedisplay電話顯示器-Sharebyotherassociates同事間的分享享-Directlyaskguests直接詢問客人人UsetheGuest’sName稱呼客人姓名名26Askingforourguest’’sname–howdowedoit?詢問我們賓客客的姓名--如何詢問？Example:Goodevening,Sir.HowmayIaddressyou?例如：晚上上好，先生。。請(qǐng)問怎么稱稱呼您？UsetheGuest’sName稱呼客人姓名名27Wrap-up/Summarize回顧與總結(jié)Keypointsof““Smile&Greet”standard“微笑與問候”的要點(diǎn)-Smile微笑-GreettheGuest問候客人MakeEyeContact目光接觸GreettheGuest問候客人UsetheGuest’sName稱呼客人姓名名The10&5rules10與5的法則28Exercise練習(xí)29Theguestiscomingoutofhisroomandyoupasseshiminthehallpushingavacuumcleaner.你正在使用吸吸塵器，客人走出他的的房間，從你身邊走過。2.Youareawaiterintherestaurantandaguestcomesinforbreakfast.你是餐廳的服服務(wù)員，一位位客人走進(jìn)餐餐廳用早餐。。Youareatthecashier’sdeskintheeveningandthegueststepsuptothecounter.晚間你在收銀銀臺(tái)值班，客客人走近柜臺(tái)臺(tái)。角色扮演BacktofacepageRolePlayAMP1630交談與傾聽明星服務(wù)標(biāo)準(zhǔn)準(zhǔn)2S.T.A.R.ServiceStandards2Talk&Listen31TTalk&Listen交談與傾聽Talkandlistentoeveryguestandfellowassociateinawarm,enthusiastic,andcourteoustoneandmanner.以友善、熱忱忱和禮貌的語語氣與客人或或同事交談并并注意傾聽。。S.T.A.R.ServiceStandards明星服務(wù)標(biāo)準(zhǔn)準(zhǔn)32Objectives目標(biāo)Listthreewayswecommunicate列出溝通的三三種方式Identifynon-verbalsignalsandtheirmeaning識(shí)別非口語信信號(hào)及它們的的含義Describehowtolisteneffectively描述如何有效效傾聽Demonstratelisteningskillswithaguestorfellowassociate演示與客人或或同事溝通時(shí)時(shí)的傾聽技巧巧AMP2033Talk交談34ThreeWaysWeCommunicate三種溝通方式式Whatwesay-thewordswespeak說什么-我們的言詞Howwesayit-ourtoneofvoice如何說-我們的聲音語調(diào)Bodylanguage-whatwedemonstratewithoutwords身體語言-不用言詞表達(dá)達(dá)的AMP2335Howwecommunicate我們?nèi)绾谓涣髁?/p>

言詞

語調(diào)身體語言AMP2436ExamplesofnegativeNon-Verbalcommunication:非口頭行為的的反面例子：Leanonwalls/counters倚墻、柜臺(tái)而而站Puthandsinpockets把手放在口袋袋（上衣、褲帶帶）里Sittingunsightly二郎腿Howwecommunicate我們?nèi)绾谓涣髁鰽MP2637ExamplesofpositiveNon-Verbalcommunication:非口頭行為的的正面的例子：Raiseourhead,don’tbebow-backed挺胸抬頭、身身姿挺拔Eyecontactwithsmile目光注視、面面帶微笑Howwecommunicate我們?nèi)绾谓涣髁?8Pitch聲調(diào)Rhythm節(jié)奏Tempo語速Articulation發(fā)音清晰度Volume音量Ourmessagesisaffectedby:影響信息傳達(dá)達(dá)的因素有：：Howwecommunicate我們?nèi)绾谓涣髁?9Makesureyourtoneofvoicematcheswithyourintent確保你的語音音語調(diào)與與你你所要表達(dá)的的意思一致Howwecommunicate我們?nèi)绾谓涣髁?0得體的語言可可以向我們的客人與與同事表示我們是很職業(yè)業(yè)化的、禮貌貌與考慮周到到的。Carefulchoiceofwordswillshowourguestsandfellowassociatesthatweareprofessional,respectfulandconsiderate.Howwecommunicate我們?nèi)绾谓涣髁?1Listen傾聽42Whylisten？為什么我們要要傾聽？Listencanhelpuscaptureimportantinformation傾聽能幫助我我們獲得我們們所需要的信信息Listenmeanswerespectourguests傾聽表示我們們尊重我們的的客人Listenmeanswepaygreatattentiononourguests傾聽表示我們們重視我們的的客人……43Listen傾聽Leaningtowardthespeaker身體略傾向說說話者Noddinghead點(diǎn)頭Makingeyecontact保持目光接觸觸Takingnotes做筆記Askingclarifyingquestions通過提問加以以澄清Repeatingandrephrasing重復(fù)并用自己己的語言復(fù)述述……Howtolistenactively…積極地傾聽是是通過……AMP3144Interruptingthespeaker打斷客人Finishingtheguest’ssentences接客人下句Lookingawayorlookingdown東張西望或向向下看Fidgetingwithpenorpaper坐立不安地玩玩弄手中的筆筆或紙……Whattoavoid…我們應(yīng)該避免免…AMP32Listen傾聽45WhenyoumixupthewordsofLISTEN,whatdoesitspell?將LISTEN這個(gè)單詞的字字母重新排列列組合，可以成為哪一一個(gè)單詞？SILENTListen傾聽聽46Wrap-up/Summarize回顧與與總結(jié)結(jié)Listthreewayswecommunicate列出溝溝通的的三種種方式式Whatpercentageofinformationwecancaptureonthephonebyusingintonation?當(dāng)通過過電話話交談?wù)剷r(shí)，，我們們通過過語調(diào)調(diào)獲取取的信信息占占多少少？Identifynon-verbalsignalsandtheirmeaning確定非非口語語信號(hào)號(hào)及它它們的的含義義Describehowtolistenactively描述如如何有有效傾傾聽47Exercise練習(xí)48Averyillguestcomplaintsaboutthetemperatureofair-conditionistoolowandyouaretheonlyassociatewhoisonduty.一位生生病地地客人人投訴訴酒店店空調(diào)調(diào)太冷冷，而而你唯唯一在在場(chǎng)的的當(dāng)班班服務(wù)務(wù)員2.Receivedacallforroomreservation接到客客房預(yù)預(yù)定3.Ameetingorganizerischeckingcertainnoticesofbanquetwithourassociatefromsalesdepartment.會(huì)議組組織者者在和和一位位銷售售人員員核對(duì)對(duì)宴會(huì)會(huì)事項(xiàng)項(xiàng)角色扮演BacktofacepageRolePlayAMP3349回答與與預(yù)計(jì)計(jì)明星服服務(wù)標(biāo)標(biāo)準(zhǔn)3S.T.A.R.ServiceStandards3Answer&Anticipate50AAnswer&Anticipate回答與與預(yù)計(jì)計(jì)Answerguests’andfellowassociates’’questionsquicklyandtotheirsatisfaction,andanticipateneedsbyobservingbehaviorandlearningto““read”theguest.迅速有有效的的回答答客人人和同同事的的問題題，注注意觀觀察客客人的的行為為并學(xué)學(xué)習(xí)去去了解解客人人，來來預(yù)計(jì)計(jì)他們們的需需求。。S.T.A.R.ServiceStandards明星服服務(wù)標(biāo)標(biāo)準(zhǔn)51Objectives目標(biāo)Knowthefrequentlyaskedquestions了解客客人常常問的的問題題Knowhowtoanswerguests’questions了解如如何回回答客客人的的問題題Knowhowtofindouttheanswerstotheguests’’questions了解如如何設(shè)設(shè)法找找到客客人問問題的的答案案Knowwhatisanticipationanditsimportance了解什什么是是預(yù)計(jì)計(jì)客人人需求求及其其重要要性Knowhowtoanticipateguests’needs了解如如何預(yù)預(yù)計(jì)客客人需需求AMP3852AnswerQuestions回答問問題53FrequentlyAskedQuestions客人常常問的的問題題GroupExercise小組練練習(xí)It’’smytown……這是我我的城城市……It’’smyhotel…這是我我的酒酒店……It’’smycompany…這是我我的公公司……AMP4054FrequentlyAskedQuestions客人常常問的的問題題It’’smytown……這是我我的城城市F&Boutletsandentertainment餐飲娛娛樂場(chǎng)場(chǎng)所Weatherandtransportation天氣及交交通Sightseeingspots旅游景點(diǎn)點(diǎn)Shoppingmalls購物場(chǎng)所所Localcustomandculture當(dāng)?shù)仫L(fēng)俗俗文化Localbigevents當(dāng)?shù)刂匾顒?dòng)Medicalfacility醫(yī)療設(shè)施施55It’smyhotel…這是我的的飯店……Hotelgenericinformation(address,phonenumber,website,etc)酒店的基基本信息息（地址址、電話話、網(wǎng)址址等）Hotelfacilityinformation(location,businesshour)酒店設(shè)施施信息（（位置、、營業(yè)時(shí)時(shí)間等））Service-relatedinformation服務(wù)相關(guān)關(guān)信息Discountinformation優(yōu)惠活動(dòng)動(dòng)信息InsertHotelLogo/PhotoFrequentlyAskedQuestions客人常問問的問題題56It’smycompany……這是我的的公司……Groupgenericinformation集團(tuán)的基基本信息息Brandsinformation其他酒店店品牌的的信息Ownerandshareholdersinformation業(yè)主及股股東的信信息InsertHotelLogo/PhotoFrequentlyAskedQuestions客人常問問的問題題57AnswerQuestions回答客人的的問題3.Suggest建議ThreeSteps三個(gè)步驟:1.Listen傾聽2.Clarify確認(rèn)AMP4158AnswerQuestions-Suggest回答客人的的問題——建議-Ifappropriate,recommendhotelfacilityfirst如合適，先先推薦飯店店的設(shè)施-Providealternativeoptions提供兩種以以上的選擇擇-Makesurewecouldsatisfytheguest’srequests確保我們提提供的選擇擇能夠令客客人滿意Whenofferingsuggestionstotheguest,weshouldprovidewithoptions在為客人提提供建議時(shí)時(shí)，應(yīng)為客客人提供選選擇AMP4259Whenaguestaskyouthatwherehe/shecanfindagenuineJapaneserestaurant,whatwillyoudo?當(dāng)客人詢問問你，哪里里有地道的的日本餐廳廳時(shí)，你會(huì)會(huì)怎么做？？AnswerQuestions-Suggest回答客人的的問題——建議Mr.Wang,whatabouttheJapanesecuisineinourMiyabiJapaneseRestaurant?TherearefreshSushi,Sashimi.Also,thereareseveralJapaneseRestaurantsatFuzhouDowntown.I’vebeentoItoyaonFuzhouPlaza.Theatmosphereandthehotpotthereisfabulous!王先生，您您可以嘗試試一下我們們酒店雅--日本餐廳的的地道日本本菜，那里里有新鮮的的壽司、刺刺身。同樣樣，福州市市區(qū)也有不不少日本餐餐廳，我吃吃過福州廣場(chǎng)的的伊藤家，推薦您去去嘗試一下下，那里的的氛圍和火火鍋都十分分地道！60Takingownershipmeansfindingtheanswerfortheguest,evenifyouhavetoputefforttofindtheanswers勇于承擔(dān)個(gè)個(gè)人責(zé)任意意味著幫助客人找找到問題的的答案，即使你必須須從其它的的途徑發(fā)現(xiàn)現(xiàn)問題的答答案。AnswerQuestions-Whenwedon’’tknowtheanswer回答客人問問題——當(dāng)我們不知知道問題的的答案時(shí)AMP4361Whataresomeofthesourcesthatyoucanturntofindtheanswers?你能從從哪些些地方方找出出問題題的答答案？？Should我們應(yīng)該Takeinitiatetofindtheanswer主動(dòng)找出問問題的答案案Confirmtheaccuracyoftheanswer確認(rèn)答案的的準(zhǔn)確性3.Offerpersonaloptions提供為客人人量身定做做的選擇Sharethenewinformationwithcolleagues與其他同事事分享你獲獲知的最新新信息AnswerQuestions-Whenwedon’’tknowtheanswer回答客人問問題——當(dāng)我們不知知道問題的的答案時(shí)63ShouldNot我們不應(yīng)該該Answerwith““Idon’tknow”回答客人“不知道”2.Shifttheproblemofftootherdepartments將客人的問問題推卸到到其他部門門Giveuncertainanswers給客人模棱棱兩可，或或未經(jīng)確認(rèn)認(rèn)的答案Giveunsatisfyingoptions提供的選擇擇不符合客客人的要求求AnswerQuestions-Whenwedon’’tknowtheanswer回答客人問問題——當(dāng)我們不知知道問題的的答案時(shí)64WhentheguestaskifthereismobilephonerentalserviceinBusinessCenter,whatwillyoudo?當(dāng)客人詢問問商務(wù)中心心是否能夠夠租用手機(jī)機(jī)時(shí)，您會(huì)會(huì)怎么做？？Excuseme,Mr.Jackson,letmecheckitforyourightnow.Yes,Mr.Jackson,wehavemobilephonerentalserviceinourBusinessCenter.Doyouwantmetoleadyouthereforfurtherdetailinformation?王先生，不不好意思，，請(qǐng)稍等。。我為您確確認(rèn)一下，，好嗎？王先生，我我們商務(wù)中中心有您需要的手機(jī)租用服服務(wù)，您需需要的話我我?guī)ド躺虅?wù)中心具具體詢問一一下好嗎？？AnswerQuestions-Whenwedon’’tknowtheanswer回答客人問問題——當(dāng)我們不知知道問題的的答案時(shí)Whentheguestaskaboutaspecificquestionoutofyourprofession,andtheanswerwouldbecomplicated,youshouldasktheparticulardepartmenttofollowup,orescorttheguesttothedepartment.當(dāng)客人的問問題不是您您本職崗位位的專業(yè)問問題，且答答案相對(duì)比比較復(fù)雜時(shí)時(shí)，應(yīng)該請(qǐng)請(qǐng)專業(yè)部門門同事主動(dòng)動(dòng)跟進(jìn)，或或指引客人人前往該服服務(wù)區(qū)域。。65Whenaguestinthepublicareaaskyouwhethertheparkinglotischargeable,whatwillyoudo?當(dāng)客人在公公共區(qū)域詢?cè)儐柲频甑贶噲?chǎng)停車車是否收費(fèi)費(fèi)時(shí)，您會(huì)會(huì)怎么做？？Excuseme,Mr.Wang,letmecheckitforyourightnow.Mr.Wang,I’mgladtoinformyouthatourparkinglotisfreeofcharge.王先生，不不好意思，，請(qǐng)稍等。。我為您確確認(rèn)一下，，好嗎？王先生，我我們酒店的的車場(chǎng)停車車是免費(fèi)的的。Whentheguestaskaboutaspecificquestionoutofyourprofession,andtheanswerisquitesimple,youshouldfindtheanswerfromtheparticulardepartmentandanswertheguestquestionbyyourself.當(dāng)客人的問問題不是您您本職崗位位的專業(yè)問問題，但是是答案簡(jiǎn)單單，應(yīng)該親親自向有關(guān)關(guān)部門確認(rèn)認(rèn)后，再回回答客人。。AnswerQuestions-Whenwedon’’tknowtheanswer回答客人問問題——當(dāng)我們不知知道問題的的答案時(shí)66AnticipateNeeds預(yù)計(jì)需要67WhatisAnticipate什么是預(yù)計(jì)計(jì)客人的需需求Beforetheguestrealize,weareabletoforeseethepossibleproblem,andtrytoavoidtheunpleasantexperienceoccurringtotheguest.在客人尚未未意識(shí)到時(shí)時(shí)，我們便便預(yù)計(jì)可能能發(fā)生的問問題，并努努力使客人避免免此類問題題的發(fā)生。。Whenaguestexperienceaproblem,evenbeforetheguestcontactsthehotelforit,wehaverespondedtotheproblembyanticipating.在客人發(fā)生生問題時(shí)，，即使未向向酒店作出出要求，我我們已通過過預(yù)計(jì)，快速地地做出反應(yīng)應(yīng)。AMP4668Eachhotelencounterisanopportunitytomaketheordinaryextraordinary.Meetguestexpectationisnotenough.Thekeytowinistobeyondtheguestexpectation.每次的酒店店經(jīng)歷都是是化普通為為特殊的機(jī)機(jī)會(huì)。僅僅僅達(dá)到客人人的期望是是不夠的，，我們應(yīng)該該去超越客客人的期望望，這是我我們制勝的的關(guān)鍵所在在。WhyAnticipate為什么要預(yù)預(yù)計(jì)客人的的需求AMP4669Observe觀察Makethebestdecisionpromptly迅速做出最最佳決定Takeinitiativetoofferservice主動(dòng)提供服服務(wù)Showthegenuinecare表達(dá)真心關(guān)關(guān)愛HowtoAnticipate如何預(yù)計(jì)客客人需求AMP4670HowtoAnticipate-Observe如何預(yù)計(jì)客客人需求——觀察Varioushints各種暗示……Verbal客人的言詞詞Vocal客人的語音音語調(diào)Visual客人的身體體語言Emotional客人的情感感AMP4671Viaobservation,knowtheguest’semotionandneeds,findoutfeasiblesolutionpromptly.通過觀察，，了解客人人的情緒和和需求，快快速找出可可行的解決決方案。Consideratethoroughlyandfocusondetails考慮周到、、關(guān)注細(xì)節(jié)節(jié)Thinkintheother’sposition換位思考Choosethebestsolution決定最佳解解決方案HowtoAnticipate-Makethebestdecisionpromptly如何預(yù)計(jì)需需求——迅速做出最最佳決定AMP4672Whenweanticipateneeds,weshouldaskourselvesfourquestions預(yù)計(jì)客人需需求時(shí),我們需要問問自己4個(gè)問題Whatisgoingon?現(xiàn)在正在發(fā)生生什么事情？？Whoisinvolved?涉及到哪些人人？WhatmighthappenifIdonothing?如果我們什么么都不做會(huì)發(fā)發(fā)生什么?WhatactioncanItake?我能采取什么么行動(dòng)?73Takeinitiativetoofferservicesatisfyingtoguest’sneedandbeyondguest’sexpectation主動(dòng)為客人提提供滿足其需需求，超越其其期望的服務(wù)務(wù)Providemapandbilingualaddresscardfortheguestaskingtheway主動(dòng)為問路的的客人提供地地圖、中英文文地點(diǎn)卡片Providebookingserviceofrestaurantortickets主動(dòng)幫助訂餐餐訂票等HowtoAnticipate-Takeinitiativetoofferservice如何預(yù)計(jì)需求求——主動(dòng)提供服務(wù)務(wù)74Keep3Vconsistent保持3V的一致Showgenuinecareafterofferingserviceindifferentways通過各種方式式，在服務(wù)后后向客人表達(dá)達(dá)真心關(guān)愛。。Caringcard慰問卡Offeringnamecard主動(dòng)提供名片片Askingforfeedback詢問反饋Askingifthere’’sfurtherrequirement詢問是否有其其他需求等HowtoAnticipate-Showthegenuinecare如何預(yù)計(jì)需求求——表達(dá)真心關(guān)愛愛75Review回顧Howtoanswerguests’’questions?如何回答客人人的問題？Howtogiveoptionstoguests?如何給與客人人選擇？Whatshouldyoudoifyoudon’tknowtheanswertoguest’squestion?如果不知道客客人問題的答答案應(yīng)該怎么么做？Howtoanticipateguest’sneed?如何預(yù)計(jì)客人人需求？76Exercise練習(xí)771.Youarearoomattendant.Mr.Lihasstayedinthehotelforseveraldays.Everyday,youwillmakehisroom.Youfoundthathispillowsarealwaysonthefloor,andonlyonecushionisinthebed.您是一名客房房服務(wù)員，李李先生已經(jīng)在在酒店住了好好幾天，每天天為他整理房房間的時(shí)候，，您都發(fā)現(xiàn)他他的枕頭總是是散落在地上上，而床上總總是只有一個(gè)個(gè)靠墊。2. YouareintheConcierge.Now,twoyoungtravelersareaskingyouaboutthewaytoShanghaiSouthRailwayStation.Youfoundthattheirtrainisat9pmandnowit’s4pm..Theyhavealreadycheckedout.您是一名禮賓賓部的員工，，此時(shí)兩位年年輕的旅行者者前來詢問你你如何前往上上海南站，你你發(fā)現(xiàn)他們手手中的車票是是晚上9點(diǎn)前往杭州的的火車，而此此時(shí)正是下午午4點(diǎn)，這兩位已已經(jīng)完成了離離店結(jié)算手續(xù)續(xù)。3. YouareaF&BServiceattendant.YounoticedthatnowMr.Cheniscomingformealaloneagain,andhehasbeenlookingatthemenuforalongtime.您是一名餐廳廳的服務(wù)員，，您看到陳先先生此時(shí)又一一個(gè)人前來餐餐廳用餐，他他對(duì)著菜單發(fā)發(fā)了好一會(huì)兒兒呆。角色扮演BacktofacepageRolePlayAMP4778圓滿地解決明星服務(wù)標(biāo)準(zhǔn)準(zhǔn)4S.T.A.R.ServiceStandards4Resolve79RResolve圓滿的解決問問題Resolveguests’problemsbyfollowingthesystematicWOWRecoverysystem.通過WOW服務(wù)補(bǔ)救系統(tǒng)統(tǒng)來解決客人人的的問題。S.T.A.R.ServiceStandards明星服務(wù)標(biāo)準(zhǔn)準(zhǔn)80Objectives目標(biāo)IdentifythreestepsintheWOWRecoverySystem確定驚喜補(bǔ)救救系統(tǒng)的三個(gè)個(gè)步驟Identifythefourlevelsofproblemseverity確定問題的四四個(gè)嚴(yán)重程度度ExplaintheWOWGuidelinesforthehotel解釋酒店驚喜喜指南DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem演示運(yùn)運(yùn)用驚驚喜補(bǔ)補(bǔ)救系系統(tǒng)解解決客客人的的問題題AMP5181ProblemsandRepeatBusiness問題與與回頭頭生意意Guesthavingaproblemthatwasresolvesatisfactorily經(jīng)歷過過問題題，問問題得得到圓圓滿解解決Guesthavingaproblemthatwasnotresolvedsatisfactorily經(jīng)歷過過問題題，但但問題題沒有有得到到圓滿滿解決決Guesthavingexperiencednoproblems客人沒沒有經(jīng)經(jīng)歷問問題92%:84%:46%:AMP5382ThreeStepsinResolve:解決問問題的的三個(gè)個(gè)步驟驟:1.What’stheProblem問題是是什么么2.OwnitandSolveit承擔(dān)責(zé)責(zé)任并并解決決問題題3.WowtheGuest給客人人驚喜喜WOWRecoverysystemWOW服務(wù)補(bǔ)補(bǔ)救系系統(tǒng)AMP5483ListentoGetInformation傾聽以以獲得得信息息Apologize道歉Emphasize感同身身受Clarifybyaskingquestions通過提提問與與客人人確認(rèn)認(rèn)What’stheProblemW-問題是是什么么AMP5584What’stheProblemW-問題是是什么么ListentoGetInformation傾聽以以獲得得信息息Apologize道歉Emphasize感同身身受Clarifybyaskingquestions通過提提問與與客人人確認(rèn)認(rèn)85Apologize道歉WeapologizetoshowthatwearetakingownershipoftheproblemRememberthatweneedtoapologizeevenifitisnotyourfault.即使事事情的的起因因不是是我們們的過過錯(cuò)，，我們們?nèi)砸蚩涂腿说赖狼福?，Weareapologizingforthesituation,notadmittingmistakes我們是是對(duì)出出現(xiàn)這這種情情況表表示歉歉意，，而非非承認(rèn)認(rèn)錯(cuò)誤誤。Remark：注意：：來自我我們的的道歉歉表明明我們們主動(dòng)動(dòng)承擔(dān)擔(dān)責(zé)任任解決決問題題。86Apologize道歉Howtoapologize如何道道歉?Besincere誠懇地地Diffusestheguest使客人人消氣氣It’’spoliteandtherightthingtodo這是禮禮貌而而且正正確的的做法法87Wecansay………我們可可以這這樣說說到……I’mtrulysorry,<Mr./Ms./Mrs./Miss.Name>（姓名名）先先生/女士/夫人/小姐，，對(duì)于于這種種情況況我非非常抱抱歉Wearesorry………我們非非常抱抱歉出出現(xiàn)這這樣的的情況況……Apologize道歉88IfanassociateisunabletoconverseinEnglish,therecommendedstatementtouseisasfollows:如果員員工不不能用用英語語與顧顧客進(jìn)進(jìn)行交交談，，在這這種情情況下下，建建議員員工可可以使使用以以下對(duì)對(duì)話：：I’mtrulysorryaboutyourexperience.Letmegetmymanagertohelpyou.對(duì)于您您的遭遭遇我我深表表歉意意，我我去叫叫我的的經(jīng)理來來幫您您解決決問題題。Apologize道歉89What’’stheProblemW-問題題是是什什么么ListentoGetInformation傾聽聽以以獲獲得得信信息息Apologize道歉歉Emphasize感同同身身受受Clarifybyaskingquestions通過過提提問問與與客客人人確確認(rèn)認(rèn)90Empathize感同同身身受受Showingourunderstandtheotherperson’’sfeelings表現(xiàn)現(xiàn)出出你你對(duì)對(duì)他他人人感感覺覺的的理理解解91What’’stheProblemW-問題題是是什什么么ListentoGetInformation傾聽聽以以獲獲得得信信息息Apologize道歉歉Emphasize感同同身身受受Clarifybyaskingquestions通過過提提問問與與客客人人確確認(rèn)認(rèn)92Howmightyouclarifyasituation如何何確確認(rèn)認(rèn)情情況況Repeattherequesttoverifythatyouhavehearditcorrectly重復(fù)復(fù)客客人人的的要要求求以以核核實(shí)實(shí)你你聽聽到到的的信信息息是是正正確確的的。。Restateyourunderstandingoftheproblem,makesureyourendupsolvingtherealproblem重新新敘敘述述你你對(duì)對(duì)問問題題的的理理解解，，以以確確保保你你去去解解決決真真正正的的問問題題Writedownthecomplaint/problem記錄錄下下客客人人的的投投訴訴或或問問題題Askquestionstogetthefacts提問問以以了了解解真真相相Repeattheabovesteps,ifnecessary如果果需需要要，，重重復(fù)復(fù)上上述述步步驟驟AMP5693OwnandsolveO-承擔(dān)擔(dān)與與解解決決TakeOwnership承擔(dān)責(zé)任SolvetheProblem解決問題FollowThrough跟蹤落實(shí)AMP5794WOWtheGuestW-給客客人人驚驚喜喜Exceedguest'sexpectations超越越客客人人期期望望Goingtheextramilebygivingthemsomethingspecialtoshowthatwecareandthatwearesorrythattheyencounteredaproblem多為為客客人人想想一一步步，，通通過過為為客客人人提提供供特特殊殊的的禮禮物物或或服服務(wù)務(wù)表表示示我我們們對(duì)對(duì)他他們們的的關(guān)關(guān)心心以以及及出出現(xiàn)現(xiàn)問問題題后后我我們們的的歉歉意意Respondinginextraordinaryways以非同尋尋常的方方式作出出反應(yīng)AMP589592%ofourguestswillcomebackifweresolvetheirproblemtotheirsatisfactionOnly46%ifwedon’’t如果客人人的問題題得到滿滿意的解解決92%的客人會(huì)會(huì)成為回回頭客反之只有有46％WOWtheGuestW-給客人驚驚喜96Exercise練習(xí)97Youhaveforgottenavegetablesoupforaguestwhoordered30mintuesagosinceyouaretoobusywithanotherordertakingforaguestwhohasafamilypartythatday.Youhavenoticedthattheguestwouldcomplaintaboutit...因?yàn)槟忝γτ谝蛔雷兰彝ゾ劬蹠?huì)的點(diǎn)點(diǎn)餐，而而忘記了了旁邊桌桌上的客客人在30分鐘前點(diǎn)點(diǎn)的一個(gè)個(gè)蔬菜湯湯，知道道客人向向你抱怨怨…2.TheguestfromRoom3201hasrequired'USAToday'newspaperserviceeverymorning.Duetocertainjobhandovererros,youdeliveriedwrongnewspaper.3201的客人要要求每天天早上送送一份《今日美國國》的報(bào)紙去去他的房房間，而而今天因?yàn)榻唤咏訒r(shí)的一一些問題題，你們們送錯(cuò)了了報(bào)紙.3.MsLihasrequiredonemorebottleofwaterduringnightturndownservice,howeveryoutotallyforgottenaboutit.李小姐要要求在做做夜床的的時(shí)候給給她的床床頭柜上上多放一一瓶水，，但是你忘記這一一點(diǎn)了!角色扮演RolePlayAMP6198Review回顧IdentifythreestepsintheWOWRecoverySystem確定WOW服務(wù)補(bǔ)救系統(tǒng)統(tǒng)的三個(gè)個(gè)步驟Identifythefourlevelsofproblemseverity確定問題題的四個(gè)個(gè)嚴(yán)重程程度ExplaintheWOWGuidelinesforthehotel解釋酒店店驚喜指指南DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem演示運(yùn)用用驚喜補(bǔ)補(bǔ)救系統(tǒng)統(tǒng)解決客客人的問問題99RecapandReview回顧與復(fù)復(fù)習(xí)Whathaveyoul