酒店员工服务规范标准课件

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,演示文档,路漫漫其悠远,2024/8/9,酒店员工服务规范标准,请回答下列问题：,什么是“酒店”？,酒店有那几种类型？,酒店出售的商品是什么？它和一般商,品有什么区别？,酒店有多少部门组成？简单描述其主,要职能？,酒店的概念,HOTEL一字，是法语而来的，当时的意思是贵族在乡村招待贵宾的别墅，酒店的定义是一座为工众提供住宿/餐饮/康乐的服务的建筑物。,A BUILDING OR INSTITUTION PROVIDING LODGING，MEALS AND SERVICE FOR THE PUBLIC。,今曰的酒店业，被称为旅游工业（HOTEL AND TRAVEL INDUSTRY）亦称为服务性行业（HOSPITALITY INDUSTRY）,现代的所谓酒店，应具有以下基本条件：,是一座设备完善的大众周知而且经政府核准的建筑；,必须是提供旅客的住宿、饮食和康乐；,要有为旅客的住宿、饮食和康乐服务的设施；,要是营利的，要求取合理的利润,在今天酒店亦被称为是家中之家（A HOME AWAY FROM HOME）城中之城（CITY WITHIN THE CITY）和世界中的世界（WORLD WITHIN THE WORLD）,酒店的类型,酒店因其地点，设备，经营方式之不同，大致可分为五大类：,商业酒店（COMMERCIAL HOTEL）,商业酒店其地点位于城市繁华地区，营业对象是从事于商业活动为多，或国外观光旅客为主。,度假酒店（RESORT HOTEL）,一般设在交通方便的风景名胜地区，为度假的旅客提供服务，这类酒店的内部设备 比商业酒店较低，但必须具备旅客度假其间的基本设施。这类酒店因受地区及季节的影响，对营业亦有不同的方式，所有旺季租金（ON SEASON RATES）及淡季租金（OFF SEASON RATES）的分别，至于旺、淡季之区别，则因地而异，通常由酒店自行决定。,公寓酒店（RESIDENT OR APARTMENT HOTEL）,公寓酒店为一般住长期的旅客而设的，除了住宿的基本要求外，不太重视设施与服务。,汽车酒店和公路酒店（MOTEL）,专为长途驾车的旅客提供住宿，餐馆的新型酒店，这类酒店以美国最多。,机场酒店（AIRPORT HOTEL）,一般机场酒店离市中心距离较远，很多旅客由于误点，天气不户或安全上的原因造成停,飞而需要短暂的住宿，因此在各大国承机场之附近，均有酒店的设立，而称为机场酒店，其设备与一般酒店无异,。,酒店商品的特性,酒店出售的商品(Products),简单的说就是空间(Space)、时间（Time）和服务(Service)下面是一般商品与酒店商品的比较,一般商品与酒店商品的比较,酒店商品,生产受限制，定时，定量,不可储存或搬运，随时间而消失,不能保持一定的价格,生产成本不受优惠（如水/电/租/税等）,商品提供顾客的要求，重视实质服务与感受（FEELING）,一般商品,不受限制，可以加班生产,可以储存或搬运，可堆积如山,贱价时可以不卖，待价格高时,才可出售,受政府工业政策保证，水/电/,租/税/较轻,不要服务也有客人买，只求实,用，不求感受,我们了解商品的特性，必须针对创造销售机会，要使酒店保持最高的销售，最重要的在于酒店环境，内部的设备以及一切的服务是良好，因为“服务”这一名词是无形的，存在于每一个人看不到的地方。,协调合作的重要性,酒店是一年三百六十五天，每天二十四小时不停的营运，它虽要有有形的设施（Facilities）,但最重要的是服务。,服务是酒店对客人提供的商品，但由于酒店是整体性的，并非某一个客人，某一部份或某一部门做好便成，一位客人住进了酒店后，他所要求的服务，并不是单纯的一种，所以更显得联系，协调，合作的重要性。酒店管理与营运的成功或失败，可以说决定于联系，协调与合作的成败。,如果其中某一部门与其他部门联系不好，便会影响服务，因此要提供真正完善的服务，首先要注意上与下，或与或的联系，协调和合作，在这个过程中切不可：,自我主义太重,彼此间没有尊敬与体谅,缺少敬业乐业精神,不知怎样联系和跟谁协调,说话缺乏技巧,酒店的大部门,Front Office 前厅部,Housekeeping Department 客房部,Food&Beverage Department 餐饮部,Accounts/Finance Department 财务部,Engineering Department 工程部,Security Department 保安部,Sales Department,请回答下列问题,我们身为服务行业的一名从业人员，应,该具有什么样的素质和态度呢？,Personal Quality of A Front Office Staff前厅员工的个人素质,The person quality of a Front Office staff should be as follow,前厅员工应具有以下素质：,P,leasant Manners -Good manners and a ready smile ands natural assets;,彬彬有礼,E,agerness -Eagerness to help others,with a liking for people and,热诚的、渴望的 a willingness to Help them;,R,espect -For others,courtesy costs nothing,让人感到受尊重的,S,ense of Responsibility-What one say or do is important;,责任感,O,rderly Mind -Essential for orderly and methodical work;,有条理和程序化的工作,N,eat and Well -Indicates pride in self and job;,Groomed Appearance 整洁和修饰的外表,Standards 标准,A,ccuracy -In everything done is of paramount importance;,准确和精确的判断,L,oyalty -To both management and colleagues makes good teamwork;,忠诚,I,ntelligence -Use common sense at all times;,领悟能力,T,act -Saying and doing the right things at the right time;,圆滑,Y,earning -To improve and better oneself.A love for the work,no,真诚/愿望 matter how tedious is essential;,You will notice that the first alphabet of each heading consists of the following initials，,PERSONALITY,which is the quality that each staff should possess.,ATTITUDE 态 度,Your attitude has probably the strangest influence on your tone of voice than any other factor.,你的态度或心情的好坏最大可能来自于你的声音。,A good positive attitude will go a long way towards satisfying guests and getting repeat business.,保持一个好的心情和端正的工作态度可以使顾客满意和赢得回头客。,Some,Dos,and,Dont,in regard to attitude and voice.,请参照以下有关态度和声音的规定，哪些“可以做的”和“不可以做的”：,ATTITUDE 态 度,Do-,try to be cheerful at all time,even when caller is not;,试着让你一直保持愉快的心情，即使没有顾客；,Do-,Think of the caller as a person who needs your assistance and help;,保持警觉时刻观察那些需要得到你的帮助的顾客；,Do,-Be patient with the caller,even if he is not or if he has difficulty understanding;,对顾客要有耐心，即使他不对或沟通很困难；,Do-,Show kindness to a caller,even if the caller appears rude and curt;,对顾客要表现友善，即使对方很无理或粗鲁；,Do-,Show a willingness to help and assist with extra information when caller asks for it or,indicates a need for it.,当顾客有需要得到不是你工作范围的信息，你都要很乐意和热情的去帮助他；,Do,-Listen attentively and carefully to what the caller wants and has to say.,认真听、仔细听了解顾客的需求和他想表明的事情。,ATTITUDE 态 度,Dont,-Interrupt a caller while he is talking;,当顾客正在谈话的时候不可以打断他；,Dont,-Let your voice reflect your trouble and sorrows;,不可以让你的声音反映出你很麻烦和伤感；,Dont-,Use slang such as“Hello”“Hi”“Ok”or“Right”;,不可以对顾客用一些俚语（粗俗的话），如：“Hello”“Hi”“Ok”or“Right”,COURTESY 礼貌 INTRODUCTION 简介,我们（酒店业）是服务性行业（HOSPITALITY INDUSTRY）我们希望客人到这儿有宾至如归（HOME AWAY FROM HOME）之感,中国是有几千年传统的礼仪之帮，我们应发扬我们的传统，为客人提供优质的服务：,在我所能及的范围内为宾客提供各项优良的服务,让客人有自己宁静的生活秩序-提供不明显的服务。,尽可能发现客人的需求-不要证客人久等。,酒店又叫“谦恭有礼的行业”，（COURTESYINDUSTRY），所以我们要在任何情况下，任何地方，任何时刻都保持谦虚有礼的习惯。,作为酒店从业人员，我们应学会“察言观色”，当我们和客人接触时，客人的面部表情，语气都是对我们的一种启发，他能告诉我们他的喜怒哀乐，当我们发现的喜怒哀乐或需要后，就针对其所需而采取相应的办法为他解决难题，这样不但可免去或减少客人的不满或抱怨，更可为客人解决难题，从而使客人心情愉快，心满意足。,BODYLANGUAGE 身体语言,语言除了用嘴吧外，还可以用身体来表示，我们称之为“,身体语言,”（BODYLANGUAGE），手式（GESTURE），姿态（POSTURE），眼神（EYES),甚至仪表（APPEARANCE）和个人卫生（PERSONALHYGIENE）。忽视其中的一点的话，我们都不能成为一个优秀的酒店从业人员。,在英语里，有一个礼貌的单词，它在日常生活中经常用到，特别是在酒店行业我们更应记住，这个字就是PLEASE，假如我们把它拆开来，可作以下解释：,P,osture,Presence,Poise姿态，（仪容），仪态,L,ook and listen注意倾听,E,xpression表现,A,ppearance仪表,S,peech and smile谈吐与微笑,E,agerness and serve热心地服务,原来PLEASE有那么多重要的含义，那么让我们来探讨每一个字,POSTURE，PRESENCE，POISE,POSTURE姿势,姿势不单影响我们的仪表，而且还影响我们的健康，正确的站立姿势应该是把重心放在两脚间，挺胸，双肩水平，没精打采或屈身靠墙的站立是会影响仪表无论走路或站立，切记不得把手放在衣袋或裤袋里，更不能交叉双手放在胸前。,PRESENCE 表达,作为酒店的从业人员，无法在语言，行为上都要表现出我们是乐于为顾客服务，好让客人对酒店和我们留下良好的印象。,POISE 仪态,在仪态方面，我门应该经常克制自已，坐言起行要大方谨慎快捷，但不要奔跑，下面有些行为在注意，在客人面前：,不可挖鼻孔或剪指甲。,不可打呵欠或伸懒腰。,不要时常看表。,不要咀嚼东西。,不要咬指甲和搔痒。,不要唱歌，吹口哨，轻声低语和摇脚。,和客人谈话，不要东张西望。,LOOK AND LISTEN 注意倾听,当客人跟我们谈话时，我们要注视客人，这叫眼部接触（EYE CONTACT）和倾听，与此同时，在此过程中，我们应向客人点头和微笑地说“我明白”（YES，I SEE）。,EXPRESSION 表现,值班时，我们应有认真负责的态度，但最重要的是友善的表现，但在有些场合要表现对客人的同情，一张冷淡毫无表情的脸孔使客人难受。,APPEARANCE 仪表,要有一个好的仪表，我们应注意以下各点：,BODY CLEANLINESS 身体清洁-每天洗澡，保持身体洁净，穿着整齐的衣裤；,SKIN 皮肤护理 -皮肤不是我们能控制的，注意清洁和充足的睡眠有利于护理我们的皮肤,MAKE-UP 化妆 -上班时，女士们宜化淡妆，当我们穿上制服在繁忙的工作过程中，由于匆忙的行动或温度过,高会把浓妆弄成一塌糊涂，记住，“最好化妆是微笑”THE BEST MAKE UP IS A SMILE！,HAIR 头部清洁 -头发应保持短，整齐和经常梳洗，女士们如果拥有长头发的话，在当班时最好把头发盘起，,男士们发不能长过衣领。,TEETH 牙齿卫生-牙齿会影响个人仪表，每天刷两次牙，上班前不可吃有强烈味道的食物，如大蒜等，以免口气,使客人难受。,HANDS 双手卫生-手要常洗，常剪指甲,FEET 足部护理 -在工作台前，我们要经常站着，所以我们的双脚是很重要的，站立姿势正确，能使人们身体重,量平均在双脚上，要是双足太累，下班回家后，用热水浸足部。,SHOES 鞋的清理-我们应保持鞋的清洁，皮鞋应常刷，以保持其光亮,UNIFORMS 制服-制服是代表我们酒店，当我们穿着制服时，应有一份自豪感，所以我们要保持其制服的鲜明，,清洁和整齐，有点我们要紧记的就是制服是当班时穿的，而不能随便穿上在街上行走，除非工,作上需要而事先得到部门主管级或以上的允许。,JEWELLERY 饰物-当班时，检查自己的制服，头发及一切对代表有影响的条件，自觉地保持自己的整洁才注意仪,表，优良的仪表不单自己感到自豪和舒服，别人对我们也另眼相看,SPEECHANDSMILES谈吐与微笑,世界上有很多国家，种族，而不同的国家种族在生活，习惯文化上都不一样，我们应了解各国民族的忌讳，以免发生不必要的麻烦。,有些地方我们要特别注意的：,不要用粗劣的语言或俚语,要在客人面前咒骂任何人或事，很多外宾会懂汉语的,不要过分和客人亲热和开玩笑,要模仿客人说话时的语气，口音和动作,无论怎样，我们应该经常克制自己的情绪，保持愉快的心情，和别人说话时，特别是客人，不要太大声，挖苦，嘲笑一表现不耐烦。,除了上述各谈吐外，微笑是最重要的，我们除了在脸上表现我们的微笑外，在电话中，也让我们的微笑传到对方，ASMILECOSTSNOTHING，BUTITENRICHESTHERECEIVERS笑容不费分毫，但可使对方倍感亲切,EAGERNESSTOSERVE热诚服务,我们应抱着提供服务的态度来为服务，尽可能提供客人所需，记着能提供服务予别人是表示我们是有能力，有自信和胜任的人,“,SERVICE,”,服务,服务的七大要素，让我们拆开来解释：,S,mile,Sincere,Speech,微笑、真诚、谈吐,E,fficient,有效率的,R,espect,Ready,敬意、有准备的,V,isible,有形的/看得见的,I,mage,有印象的,C,omfortable,Convenience,舒服满意、提供便利,E,agerness to help,热诚服务,作为酒店从业人员，我们应保证有礼貌，敏捷，妥当的服务,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,1.Greeting 见面招呼,“Good Morning/Afternoon/Evening,Sir/Madam”“May I help you,Sir/Madam”,2.Words which open all doors 能讨人喜欢的谈吐,Please/Thank you/Excuse me/I beg your pardon,3.A guest name is music to his/her ears 客人喜欢称呼他、她的姓氏,Mr./Mrs./Ms.,4.Addressing individual guests 零散客人的称呼,假如我们不知道客人的姓氏，我们可用以下的称呼：Sir/Madam/Miss,5.Addressing individual guests 群体客人的称呼,Gentlemen/Ladies/Ladies&Gentlemen,6.Exchange of greeting 见面时的寒暄,假如我们知道客人的名字，向他、她问好时，应说：,How are you today,Mr./Mrs.-?,假如客人先向我们问好，我们应说：,Very well,thank you.and you,Sir/Madam?,假如客人是答复我们向他、她问好，而说出以上的话，我们应说：,Me too.Sir/Madam,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,7.Answering a guest call 答应客人呼唤的询问,视我们要客人等候的时间或已等候的时间来答复客人,-Yes Sir/Madam,-May I help you?,-I will be with you in a moment,Sir/Madam,-Sorry to have kept you waiting,Sir/Madam,8.When guest ask for something when we can provide,可以答应客人之要求时，应说：,-Yes,Sir/Madam,-Certainly,Sir/Madam,-I will go and get it right away,Sir/Madam,9.When guest asks for something which we cant provide,不能答应客人之要还应时，应答：,-Sorry,We are run out of-,-Im terribly sorry,we dont have-,-Awfully sorry,Sir/Madam.We have sold out-,-Im afraid we do not have-,10.When guest asks for something which we are not sure we can provide,一时未能肯定是否能答应和人要求时，应答：,-If you wait a minute,Sir/Madam,Ill try to find out,要是我们能答应客人的要求时，应说：,-Sorry to have kept you waiting,Ill pleased to say we do have-,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,11.Introducing ourselves 自我介绍,-My name is#,Sir/Miss.Call me anytime Im very glad to be of service,12.When guest thanks us 当客人向我们道谢时，应答：,-My pleasure,-Youre most welcome,-Glad to be of service,13.When guest apologizes by saying“sorry”,当客人向我们道歉时，应答：,-Thats quite all right,-It doesnt matter,-Its nothing,14.When guest passes us by and says“Excuse me”,让路给客人时，应说：,-Im sorry,15.When guest ask if they may take something,当客人问讯我们可否拿走某件物品，而我又同意时，应答：,-Certainly,Sir/Madam,Let me help you,-Go ahead Please,youre welcome,-Yes,of course.,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,16.When guests ask for something which we cant oblige,当不能答应客人的要求时，应答：,-So sorry,we cant do that,its against our rules,-Im terribly sorry,we are not permitted to do this.,17.To say“No”to the guests request or inquiry,婉言拒绝客人的要求时，应答：,-No,Im sorry Sir/Madam.,-Im afraid not,unfortunately,-No,Sir/Madam,It is not.,18.Breaking away from conversation with guest,要中断与客人谈话时，应答：,-Im sorry,Sir/Madam.Im being called away.Have a pleasant day,Sir/Madam.,19.If guest wishes us first:Have a nice day/evening,当客人先客气地与我们说“有个愉快的一天、晚上”的时候，应答：,-Thank you,you too,Sir/Madam.,-Thank you,and you,Sir/Madam.,-Thank you,the same to you,Sir/Madam.,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,20.When guest is embarrassed because he is slow and clumsy,客人因他的缓慢，拙劣而尴尬时，应说：,Please take your time,Sir/Madam.Theres no hurry.,21.When we are cutting in 当打断客人的谈话时，应说：,-Excuse me for interrupting.,-May I take up a few minutes of you time?,-May I speak to you for a moment,Sir/Madam?,22.When guest asks us to hurry up 当客人催促我们时，应说：,-Sorry to have kept you waiting.Ill see to it right away,23.On presenting something to guest 向客人展示物品时，应说：,Here is your-,Sir/Madam.,24.On picking up telephone for income call 接听电话时，应说：,-Good morning/Afternoon/Evening.This is reception(the,name of section),#speaking,May I help you?,USEFULEXPRESSIONFORFRONTOFFICE以下我们将会看到一些前台上有用的措词,25.Accepting complaints/Criticism 接听电话时，应说,-Thank you for telling us,Sir/Madam.Ill report to our manager,about it.Please accept our apology.,26.Handing mistakes 处理错误或过失时，应说：,-Im terribly sorry,there could have been some mistake.I do,apologize.,-Im sorry,Sir/Madam,Ill look into the matter at once.,27.When we dont understand 当我们不懂时，应说：,-Im sorry,I dont understand.Ill get you the manager.,-Im sorry,I dont understand,Can you please show me?,28.When asking guest to do something 请客人做某种事时，应说：,-Could you(sign here),please?,-May I ask you to(return in 5 minutes),Sir/Madam?,-Could you have your name/departure date/passport,please?,-Please(come this way),Sir/Madam,请回答下列问题:,沟通有几种方式？,为什么要沟通？它的要点是什么？,跟办的作用是什么？如果不做，会有什么影响？,Communication,沟通/理解 1,What the sender says is not true,only what the receiver understands is true。,不管你跟别人交代的事情是否明确，只有对方自己能明白是否理解了。,If the receiver misunderstands the message of the sender,it will always the sender who will be blamed for it.如果对方误解了你的意思，那么你就要负主要的责任。,It is the sender who has the responsibility of exact communication.,因此这就是你必须要通过进行严谨的沟通才能达到目的。,Whoever has to communicate(to inform,to delegate,to advise,to instruct etc.)has to make sure,that the receiver understands the message.,无论你采用哪一种沟通的方式（通知、委派、提醒或命令等等）都必须保证对方已完全领悟了你的意思,How to make sure如何确保呢:,In getting a“feedback”from the receiver.If the sender does not ask for the feedback,the receiver can not be lamed for any misunderstanding.,就是跟对方拿“反馈”。如果你没有获得反馈，那么对方将不承担任何误解所造成错误的责任。,NOTA BENE沟通要点:,To have SAID does not mean to have HEARD,To have HEARD does not mean to have UNDERSTOOD,To have UNDERSTOOD does not mean to have AGREED,To have AGREED does not mean to have DONE,Therefore always FEEDBACK,Communication,沟通/理解2,IN PRINCIPLE原则上：,The language must be clear and distinct.,语言必须简洁和清晰。,The way of expression must be easy to understand.,表达的方式必须让人容易理解。,The formulation must be well structured.,所阐述的事情必须要有结构。,The information must be complete.,所提供的信息必须完整。,The vocabulary and the language level must be adapted to the interlocutor.,所用的词汇和语言水准必须适合于对方。,The sender always has to seek a feedback.,因此你必须去获得反馈,FOLLOW UP跟 办,FOLLOW UP,is 跟办就是:,Indispensable for efficient operations.,能够为有效率的运作所不可缺少的因素。,Important for interdepartmental communications.,内部各部门之间沟通结果的重要环节。,The network for successful coordination and cooperation.,能够成功地体现与建立各部之间合作和配合意识的网络机构。,A sign of responsibility and professionalism.,能够体现企业各部是否有责任感和专业素质的标志。,Of paramount importance to meet all requirements of our guests on time.,能够及时准确地满足顾客需求的重要体现。,A sign of organizational skills,代表企业是一个有程序化的为顾客进行统筹安排的环节。,To ensure and to verify that a specific task has been or is carried out in proper way.,保证和证明一个明确的指令已经按照一个适当的方法执行了。,To be done by the person who is responsible for carrying out that specific task.,代表一个有责任心的人能够正确的完成所交办的事情。,Easy to do and yet very often neglected.,十分容易做但也经常容易被忘记,GUIDELINES TO COURTESY礼貌礼仪指南,Whenever you meet them 无论什么时候你都要做到：,Courtesy is Using greetings like good morning,good afternoon,good Evening,good,night,Whenever you meet a guest or colleague.,当你碰见客人或同事时，都要和他们打招呼，如：早上好/下午好/晚上好/,晚安。,Courtesy is Holding the door open to let other people through first.,保持大门敞开让其他人先行。,Courtesy is Paying special attention to other peoples needs.,时刻关注其他人的需求和感受。,Courtesy is Listening when other people are talking.,当别人正在谈话的时候要认真听。,Courtesy is Never saying anything about another person unless it is good.,从来不议论其他人除非是他好的一面。,Courtesy is Putting a smile on your face because this will make other people smile.,脸上保持微笑因为这样会获得别人的笑容,GUIDELINES TO COURTESY礼貌礼仪指南,Courtesy is Holding a chair for g guest in a restaurant.,在餐厅里为顾客挪一下客椅。,Courtesy is Explaining politely to guests who do not know certain hotel policies i.e.,car parking,cheque cashing procedures,club membership rules etc.,有礼貌的对那些不明白酒店的各项规章制度的客人耐心地解释，如停车场,管理规定、支票现金程序、会员管理制度等等。,Courtesy is Caring about other peoples feelings.,时刻关注其他人的感受。,Courtesy is Calling on someone who is not feeling well to see if they need anything.,关注那些不开心的客人去了解他们需要什么帮助。,Courtesy is Providing the best service you possible can.,尽自己最大的努力提供最好的服务。,Courtesy is Doing things that have to be done without being asked.,尽自己的职责去做自己的工作而不需要事先去问。,In short,Courtesy,is-Putting others before yourself,Telephone Manners接听电话礼节,Points to remember,Identify yourself.表明自己身份。,Clarify who is on line and why.弄清楚对方是谁，说什么事情。,Personalize-use the name whenever possible.人性化-如果知道对方姓名尽量称呼他。,Listen carefully and be concentrated.仔细听、集中精力听。,Make sure that pen and paper is always available by the telephone.随时保证电话旁有笔和纸。,Repeat and confirm information.重复和确认所获得的信息。,Dont forget the magic words:“PLEASE and THANK YOU.”,不要忘记那些有魔力的词：“请和谢谢你”。,Answer promptly-3rings.在三声之内接起电话。,Speak pleasantly.保持自己的声音愉快。,Smile!It affects you voice.保持微笑！它能从你的声音反映出来,STANDARD ANSWER ON TELEPHONE接听电话的标准,INCOMING CALL 来电,Always answer the telephone with,“GOOD MORNING/AFTERNOON/EVENING”.,接起电话一定要先说：“早上好/下午好/晚上好”。,Now identify your department or your work area,i.e.,“ZHICHENG RESTAURANT”。,然后表明你的部门或你的工作区域，如：志诚酒店,After identification of your department introduce yourself:“,PETER SPEAKING”,再者介绍你自己：“我是 Peter.”,Finally:,“MAY I HELP YOU”。,最后说：“有什么需要我帮忙的吗！”,End of conversation such as:“,WISH YOU HAVE A NICE DAY/EVENING”“GOOD NIGHT SIR/MADAM”。,当对方和你之间的谈话结束后，要表示祝愿，如：“希望你今天或晚上有个好心情”,FULL CONVERSATION,GOOD MORNING/GOOD AFTERNOON/GOOD EVENING,RECEPTION,PETER SPEAKING,MAY I HELP YOU?,After conversation:,WISH YOU/HAVE A NICE DAY/EVENING,GOOD NIGHT SIR/MADAM,TELEPHONE CURTESY STANDARD电话礼貌用语标准,IMPORTANT,要点,:,SOFT AND PLEASANT VOICE,声音要柔和且清脆,CLEAR ARTICULATION AND PRONUNCIATION,吐字和发音要清晰,TELEPHONE CURTESY STANDARD电话礼貌用语标准,Phrases to be avoided,下列短语应避免用,1.Hello,2.OK,3.You must,You should,You want to,4.I want,Give me,Can you give me,You give me,5.Wait a moment,Wait please,Hold on,6.You want to leave a message?,Phrases to use,下列短语可常用,1.Good morning,good afternoon,good evening,2.Certainly Sir/Madam All right Sir/Madam,3.Would you please,Could you please,4.Would you please,Could you please.,May I have.,Could you tell,5.Just a moment please,Would you please,hold on,6.Would you like to leave a message?,May I take a message for,TELEPHONE CURTESY STANDARD电话礼貌用语标准,Phrases to be avoided,7.Sorry,guest is not here.,Sorry no such,Sorry is not in computer.,Sorry we dont have this,name.,Sorry no such guest.,8.Can you repeat,I dont understand,Speak louder,9.Do you want,Whom you want to speak,with？,10.No,thats wrong,11.Your(the)name/number,is wrong.,Phrases to use,7.Im afraid Sir/Madam,but guest is not in,his/her room,Sorry Sir/Madam,there is no answer,would,you like to leave a message for.,Im sorry Sir/Madam.I cant find this name.,Im afraid(regret)we dont have a listing,under that name.,8.Could you please repeat,I beg your pardon,Could you please speak a little bit louder,9.There seems to be a problem with the line,Would you like,Whom you would like to speak with？,10.Im sorry(afraid)Sir/Madam,it is(like this),11.Im sorry(afraid)it is the number,WHAT IS A GUEST？什么是顾客？,A Guest is the most important person in the hotel business.,顾客是维持酒店生意最重要的渠道。,A Guest is not dependent on us we are dependent on him.,顾客不依赖我们，但我们往往要依靠于他。,A Guest is not an interruption of our work-he is the purpose of it.,顾客的光临不是来打扰我们的工作，相反他能改进我们的工作。,A Guest does us a favor when he calls-we are doing him a favor by serving him.,顾客有需求时来光顾我们，而我们正是要通过我们的服务使他满意，赢得他的好感。,A Guest is a part of our business-not an outsider.,顾客是我们生意中必不可少的重要部分，他不是一个局外人。,A Guest is not a cold statistic-he is a person.,顾客不是一个冷血动物，他也有血有肉，有感受，他是一个人.,WHAT IS A GUEST？什么是顾客？,A Guest is not someone to argue with and match wits with.,顾客不是来和我们为一些事情进行争吵和斗智斗勇的人，他是来给我们建议的。,A Guest is a person who brings us his wants-it is our job to fill those wants.,顾客的光临是把他的需求带给我们，而更好的满足他的需求正是我们的工作。,A Guest is deserving of the most courteous and attentive-treatment we can give him.,顾客的光顾正是希望能在这里得到最好的服务和关注，而这正是我们要给予他的。,Every Guest who enters the establishment is a“Very Important Person”.It is the responsibility of all hotel personnel to see that he is waited on quickly,quietly and efficiently.Remember it is the guest who pays our salary.,每一个顾客只要进入到酒店都是我们的贵宾，为他提供有效率的和专业化的服务正是所有酒店同仁的职责，请记住我们的工资是顾客给予的,I AM A NICE GUEST 我是一个素质很高的顾客,You know me,Im a nice guest,I never complain,no matter what kind of service I get.Ill go into a hotel and stand at the front desk for a long time while the desk clerk busies himself with some books or figures and never bothers to notice me.Sometimes someone arrives after I do and gets taken cared of right away,but I dont say a word.If the clerk cant find my reservation or the room isnt ready,Im nice about it.When the bell-man seems annoyed that I have checked in,I try to take it personally.,大家都知道我是一个素质很高的顾客，无论我得到什么样的服务我从来不投诉。当我走进酒店大堂并且在前台站了很长时间，我发现前台服务员都在忙自己的事情，如摆弄书籍或玩手指，没有一个人留意到我，甚至有些人比我后到都能马上得到关注，但我没有说什么。当前台服务员没有找到我的预订单或告诉我房间还没有准备好的时候，我也表示理解。当行李员表现出似乎很讨厌我来登记，我试着自己来行李上房,I AM A NICE GUEST 我是一个素质很高的顾客,When I go to eat,Im thoughtful of the other person.If I got a grouchy waiter or waitress who is annoyed because I want to study the menu a bit,Im polite as I can be,I dont believe that rudeness in return is the answer.You might say I wasnt raised that way.And its seldom I ever send anything back to the kitchen.I found people are just about disagreeable to me when I do.Life is short.Too short in indulging in these unpleasant little.,当我去餐厅吃饭，我受到其他人的关注，可是由于我想多看一会菜牌，而遭到服务员的冷眼和厌烦，我尽量使自己彬彬有礼，而我简直不能相信我竟然得到很无礼的回报，你可能说我的方法不对或有点挑剔。一般来说我很少要求退东西回厨房，但当我要求时我发现身边所有人对我极为不满。生命是短暂的，让这些不愉快的事情过去吧,I AM A NICE GUEST 我是一个素质很高的顾客,I am often too intimidated by the head waiter to complain when I order a steak medium and it is served almost raw.I never kick.I never criticize,I wouldnt dream of making a scene,as I saw some people doing in public places.I think thats awful.Im a nice guest and