酒店客房精細(xì)化管理和細(xì)微服務(wù)之一

1(1)客房是酒店存在的基礎(chǔ)(2)客房收入是酒店?duì)I業(yè)收入的主要來源(3)客房服務(wù)質(zhì)量對(duì)酒店聲譽(yù)至關(guān)重要(4)客房部是節(jié)能降耗的主要部門2(1)客房是客人的“家外之家”(2)客人在客房居住時(shí)間最長(zhǎng)，狀態(tài)最放松(3)提升品牌價(jià)值3三.細(xì)微服務(wù)的服務(wù)宗旨45細(xì)微服務(wù)是:67(1)是關(guān)愛的投入(2)以小見大,打動(dòng)心扉89(2)規(guī)范服務(wù)是一種標(biāo)準(zhǔn)化的服務(wù)模式，而細(xì)微服務(wù)更多的是以人為本的服務(wù)藝術(shù)。10十.細(xì)微服務(wù)之“三想”11(3)賓客感受:細(xì)膩、周到1213a.預(yù)訂入住的賓客，提前了解客人基本信息，安排客房b.直接入住的新賓客，由前臺(tái)登記人員快速將客人基本信息傳送給客房部。14c.將涉及其他崗位或部門的服務(wù)需求及時(shí)傳遞，便于提供個(gè)性化服務(wù)。151617?

積極對(duì)待賓客意見及建議。18191.

Chineseexceptfriendshipstobemorelasting.20Chinese

except

friendships

to

be

more

lasting.For

Chinese

a

true

friendship

endures

throughout

lifechanges.

Chinese

are

friends

even

if

they

haven’t

spoken

for

20years.

If

you

shared

something

at

one

time,

then

all

your

life

youare

friends.

This

is

the

best

of

guanxi(關(guān)系),

the

Wide

Webthat

connects

Chinese

through

time

and

space.

So,

we

cansay

Chinese

invented

the

Internet

long

before

Bill

Gates

wasborn.relationship

in

which

people

feel

closeand

tell

each

other

personal

problemsmay

not

survive

life

changes

such

asmoving

to

another

city,

graduation

from

auniversity

or

marriage.

If

the

people

do

notsee

each

other

regularly,

the

relationship

islikely

to

die.21Different

foundations

for

friendships.Chinese

friends

share

“

things

in

common”:

a

task,

aclass,

the

hometown.

Friendships

are

formed

by

peoplewho

work

or

go

to

school

together.

You

may

or

may

not

likethe

person,

but

if

he

or

she

can

do

something

for

youbecause

of

his

position

or

job,

you

can

be

friends.But

in

North

America,

business

and

friendship

arekept

separate.

The

friendships

are

usually

tied

to

specificactivities.

A

person

may

have

work

friends

and

leisure

(休閑時(shí))

activity

friends.

Also

friends

tend

to

have

similarfinancial

circumstances,

because

friendship

inthe

West

is

based

on

equality.22Westerns

expect

friends

to

be

independent.Why?

It’s

because

their

friendship

is

mostly

a

matter

ofproviding

emotional

support

and

spending

time

together,

sothey

do

not

feel

comfortable

in

a

relationship

in

which

oneperson

is

giving

more

and

the

other

is

dependent

on

whatis

giving.

A

westerner

will

respond

to

a

friend’s

trouble

byasking

“What

do

you

want

to

do?”

The

idea

is

to

help

thefriend

to

think

out

the

problem

and

discover

the

solutionhe

or

she

really

wants

and

then

to

support

the

solution.Chinese

friends

give

each

other

moreconcrete

help.

AChinese

will

use

personal

connections

to

help

a

friend

getover

a

long

time.23Chinese

usually

expect

more

from

their

friends.In

the

West,

you

can

certainly

ask

a

friend

to

do

somethingwith

you,

but

you

recognize

that

your

friend

may

say

no,

if

heor

she

gives

you

as

reason.

You

would

not

expect

a

friendto

drop

everything

to

respond

to

a

non-urgent

need

such

asshopping.

Nor

would

you

expect

a

friend

to

recognize

andrespond

to

your

wishes

without

stating

them.A

friend

in

China

is

someone

who

offers

help

withoutwaiting

to

be

asked.

There

are

few

li