洲際酒店服務(wù)培訓(xùn)

AnswerandAnticipate答復(fù)與預(yù)計(jì)

1Objectives目標(biāo)Identifythemostfrequentlyaskedquestionsinourhotel找出在酒店內(nèi)經(jīng)常會(huì)問(wèn)到的問(wèn)題Identifythreeresourcesyoucanusetoansweraguest’squestions確定尋找客人問(wèn)題答案的三個(gè)來(lái)源Describetheimportanceofofferingoptionswhenansweringaguest’squestions描述在答復(fù)以下問(wèn)題時(shí)提供選擇的重要性2Objectives目標(biāo)DescribeaHolidayInnEncounter描述一次假日酒店接觸

ListthefourquestionsinAnticipatingNeeds列出在預(yù)計(jì)需要時(shí)的四個(gè)問(wèn)題3AnswerandAnticipate答復(fù)以下問(wèn)題與預(yù)計(jì)需要Recentstudies

最近的研究說(shuō)明knowledge+responsiveness+friendliness員工的知識(shí)＋員工的反響靈敏＋員工的友善=

21%ofourGSTSscores

構(gòu)成了 賓客滿意度的21%!

4SmallGroupExercise-FrequentlyAskedQuestions小組練習(xí)-常問(wèn)的問(wèn)題WhatquestionswouldyouhaveifyouhadneverbeentoQinHuangDaobefore?

如果你從未來(lái)到過(guò)秦皇島、北戴河，你會(huì)對(duì)這個(gè)城市有什么樣的問(wèn)題？WhatquestionswouldyouwanttoknowifyouhadneverstayedinXinHuaHolidayHotelbefore?

如果你從未入住過(guò)新華假日酒店，你想了解這家酒店的哪些內(nèi)容？Whatquestionswouldyoureceiveaboutthecompanyanditssisterproperties?

客人會(huì)問(wèn)你哪些有關(guān)于你們酒店以及與姐妹酒店有關(guān)的問(wèn)題？5TheService-ProfitChain效勞-利潤(rùn)鏈Associate

Satisfaction員工滿意GuestSatisfaction客人滿意RevenueGrowth收入增長(zhǎng)6FindingAnswers

找出答案Takeownership

主動(dòng)承擔(dān)責(zé)任Whatarethesourcesthatyoucanturntosoastofindtheanswer?

你從哪些地方可以找到問(wèn)題的答案？7ProvidingOptions提供選擇

1.Listen傾聽(tīng)2.Clarify確認(rèn)3.Suggest建議8ProvidingOptions提供選擇

?Alwaystrytorecommendhotelfacilities

總是盡量推薦酒店的設(shè)施?Providealternativeoptions

提供多種選擇?Makesurewearesatisfyingtheguest’srequest

確保我們提供的選擇能夠令客人滿意9HolidayInnEncounters假日酒店經(jīng)歷Asserviceproviders,oursuccessismeasuredthroughoneguestatatime,oneinteractionatatime.

作為效勞的提供者，我們的效勞成功與否來(lái)自于我們與每一位客人的每次接觸。Theopportunitytowinorloseguest’sloyalty

是我們贏得或失去客人忠誠(chéng)度的時(shí)機(jī)HolidayInnEncounter:Anopportunityformakingtheordinary,extraordinary!

假日酒店的經(jīng)歷：是使我們的效勞變得不平凡的時(shí)機(jī)10HolidayInnEncountersExerciseIn24hours,howmanyencountersdoesaguesthavewithourassociates?在24小時(shí)里,客人會(huì)和我們的員工接觸多少次?Enteringthehotel:Ordinaryvs.Extraordinary進(jìn)入酒店:普通的和出色的11AnticipateNeeds預(yù)計(jì)需要Anticipatingimmediateandfutureneedsofourguests:Impresstheguestandcreateloyaltytoourbrand

預(yù)計(jì)客人現(xiàn)在與未來(lái)的需要：給客人留下美好印象，并使其建立對(duì)我們品牌的忠誠(chéng)度。DoingOrdinaryThingsinanExtraordinaryWay!

把平凡的事做得不平凡！12AnticipateNeeds預(yù)計(jì)需要Whatisgoingon?

正在發(fā)生什么事？2.Whoisinvolved?與誰(shuí)有關(guān)？3.WhatmighthappenifIdonothi