某国际酒店集团 卓越的服务培训课程课件.ppt

1、h1WELCOME TOFRONT OF HOUSE STAFF“Service Excellence”欢迎加入讨论前线员工“卓越的服务”h2Service Excellence Standards are guidelines for interaction with all guests at all times.超卓服务标准是任何时间和任何客人打交道的指南。Service Excellence Standards should be rolled out to all guests contact departments in the hotel.超卓服务标准应该在所有对客服务的部门施行

2、。h3Service Excellence StandardsService Excellence Standards卓越服务的标准1.1.Use the Appropriate Greeting with a Smile 面带微笑用合适的称呼问候客人；2.2.Use the Guests Name 称呼客人的名字；3.3.Take an Active Interest in the Guest by 通过以下方法积极地关心客人：4.Adding Value to the Guests Stay 使客人的居住物超所值；5.Apologizing for Any Inconvenience 为造

3、成的任何不便道歉；6.4.Say Thank You 感谢客人；7.5.Meet Grooming Standards 仪容仪表达到标准。h41.Use the Appropriate Greeting with a Smile面带微笑用合适的称呼问候客人1)Use proper time of day greeting(Good Morning,Good Afternoon,Good Evening)合适的时间称谓（早上好，下午好，晚上好）2)When appropriate,use your hotel or department name;always use when on the p

4、hone.合适的时候说出你的酒店名和部门名称，电话通话时不能省略。3)Smile:A smile is a universal gesture of hospitality.A warm,genuine,sincere smile is never misunderstanding.微笑：微笑是全球公认的友好姿势。一个温暖、真实、诚恳的微笑绝对不会造成误会。4)When within 10 feet of a guest,acknowledge the guest by facing them and establishing eye contact;If you are within 5 f

5、eet,verbally greet the guest and smile.如果和客人的距离在10英尺之内，面对客人并保持目光接触；如果在5英尺之内，口头问候客人并微笑。h5When you smile and greet a guest,the guest hears:“Were glad youre here!”如果你微笑着跟客人打招呼，客人听到的是：“我们欢迎您的光临！”Achievement 成绩：h62.Use the Guests Name称呼客人名字 1)Use appropriate title(Mr.Or Ms.)with the guests name.2)“Good M

6、orning,Mr.Smith!”“Good Afternoon,Ms.Jones!”用正确的称谓称呼客人（先生或小姐）“早上好，史密斯先生！”“下午好，琼斯小姐！”2)In absence of the guests name,substitute“Sir”or“Maam”where appropriate.不知道客人的姓名，就适时叫“先生”或“夫人”等代称。3)Use proper tone of voice:positive,enthusiastic,concerned whatever is appropriate for the situation.4)用合适的语气：积极、热情、关注

7、的语气在任何情况下都适合。h74）Use available tools to determine the guests name,for example,telephone Guest Name Display,Point of Sale system.利用资料获得客人的姓名，如客人的电话显示，销售系统的积分。Fellow team members can also be each others resources.For example,the Front Desk Clerk can tell the Bellman the guests name during the handoff

8、at check-in.同事之间可以共享资源。例如，前台接待在给客人办理登记手续，转给行李员服务时就可以告诉他们客人的名字。2.Use the Guests Name称呼客人名字 h8When you use their name,the guest feels:“We recognize them!”当你用客人的名字称呼时，客人感到你在说：“我们认识您！”Achievement 成绩：h93.Take an Active Interest in the Guest by通过以下方法积极地关心客人：*When possible,use available tools and resources

9、 such as guests history profile to obtain the information and create value-added statements.如果可能，利用工具或资料，如客人的居住历史掌握信息，进行能产生消费价值的推销陈述。Value-Added Statement are used to add value to the guests stay.They make the guest aware of available services and amenities that they could potentially use.能产生消费价值的陈述

10、常发生在客人入住期间，能让客人注意到的我们提供的各种服务和设施，产生可能的消费。Example:“Mr.Jones,I see you are traveling with your family.For your information,the pool is located on the 3rd floor and is open from 6:00a.m.to 11:00 p.m.”例如“琼斯先生，我知道您是和家人一起来旅游的。提醒您一下，我们的游泳池在3楼，早6点到晚11点都营业。”Adding Value to the Guests Stay让客人的居住增值h10When you t

11、ake an active interest in the guest,it personalized the interaction.The guest hears:“We care!”当你积极关注客人的兴趣，就能提供个性化的服务。客人听到的是：“我们关心您！”Achievement 成绩：h114.Say Thank You感谢客人1)Thank the guest for their business whether face-to-face or on the phone.感谢客人来消费，不管是面对面还是在电话中。2)*Very often,at the end of a transa

12、ction,a guest will thank us.Our response should be,“Youre Welcome,”or“Its my pleasure,”NEVER“No Problem.”We should follow that with a thank you to them for their business.经常，在结束某事务时客人都会感谢我们。我们应该回复“不用客气”或“这是我的荣幸”。绝对不说“没问题”。接着我们还要感谢客人的消费。3)*Guest transactions include checking-in,checking-out,eating in

13、 the restaurant,asking to be connected to a room anything you provide a service.客人的事务包括登记入住、离店手续、在餐厅用餐、要求转接电话-所有你提供的服务都是。2)Smile 微笑3)Accompanied with a smile,the“thank you”is sincere.伴随着微笑，这句“谢谢”就是真诚的。h12When you thank the guest for staying at the hotel,or for coming to the restaurant,they hear:“We

14、appreciate your business!”当你感谢客人居住在酒店或到餐厅时，他们听到：“我们感谢您带来生意！”Achievement 成绩：h135.Meet Grooming Standards达到仪容仪表的标准1)Follow appearance standards as outlines in the Associate Handbook and your hotels grooming standards.遵循员工手册里的着装标准和酒店制定的仪容仪表标准。2)Uniform is clean and properly pressed,stain-free,with no m

15、issing buttons or trim.All appointed accessories are properly in place.制服干净，熨烫平整，没有污迹，纽扣和裁减完整。所有配饰戴在合适的位置。3)Name tag is free of scratches and scuff marks and is worn in the appropriate location 名牌没有划痕和磨损，佩带在合适的地方。4)Name tags should be worn on the left side of the uniform.The guest should be able to

16、see your name without searching.Your name is yours exclusively wear it with pride!名牌应该佩带在制服的左边。客人要很方便的看到你的名牌。你的名字是你独有的-自豪地佩带它！h144)Wear appropriate footwear for position:按不同的职位穿不同的鞋：5)*Color or style should match your uniform and the shine should be maintained.颜色和款式都要和制服配套，保持鞋的亮度。6)*Shoes should be

17、comfortable,as well as safe for your work area.It is hard to focus on someone elses comfort if your feet hurt!鞋必须舒适，保证你在办公区域的安全。如果你感觉受伤，就很难关注他人的安全。7)*Stockings should be skin tone in color 长丝袜应该是肤色。8)*NEVER take your shoes off in your work area.From some angle,at some point,a guest is likely to see you without your shoes on.It is not only unprofessional,but some people can be offended by it.绝对不要在办公区域脱鞋。从任何角度，任何一点，客人都有可能看到你脱鞋。这样不仅显得不专业，而且还会冒犯一些人。5.Meet Grooming Standards达到仪容仪表的标准h15Video:Service Excellence录像：卓越服务