服务蓝图

Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Sunshine Hotel-Hushed,阳光度假酒店,管理研讨会,-2,Blueprinting Workshop Curt Baker,Ivy Inns Consulting Group&Signature Worldwide,Remember Guest Perspective,切记,从客人的角度来想问题,Are you ready to think like a guest?,准备好把自己的身份调整为客人来思考问题了吗？,Any Questions?,问题？,Deliverable is a 5 minute presentation of your findings.No more than 5 pictures.,请做一个大致,5,分钟的结果演示,请不要超过,5,张照片,What does the Guest See?,客人看到了什么？,What Message does our body language send?,我们的肢体语言向客人传达了什么？,关键节点,-Moment Of Truth,服务的有形展示,Physical Evidence,Second,二,客人,行为,Customer Actions,First,一,外勤员工行为,Onstage Employee Contact,Third,三,内勤员工行为,Offstage Employee Contact,Fourth,四,技术,支持,Support Processes,Fifth,五,Building a Blueprint,创建蓝图,Create a Moment of Truth for each Customer Action,为每一个“客人行为”建立“关键节点”,Complete for 1 or 2 Moments of Truth from your Assignment,完成你的任务中所有的,2,个“关键节点”,Basic Blueprint for Health Club,健康中心的基本蓝图,Physical Evidence,服务的,有形展示,Customer Actions,顾客行为,Onstage Employee Contact,外勤员工,与客户接触,Offstage Employee Contact,内勤员工,与客户接触,Support Processes,支持体系,关键节点,-Moment Of Truth,Notes of Wins and Opportunities,标注出已有优势和需要改进的方面,服务的有形展示,Physical Evidence,Second,二,客人,行为,Customer Actions,First,一,Front Entrance,Arrival Front Desk,Guest Room,Business Center,Restaurants,Lobby Bar,外勤员工行为,Onstage Employee Contact,Third,三,内勤员工行为,Offstage Employee Contact,Fourth,四,技术,支持,Support Processes,Fifth,五,Evaluate For Secondary Service Levels,评估相关服务水平,Features,特性,Styling,风格,Packaging,包装,Branding,品牌推广,Service Delivery,服务传达,Process,过程,People,员工（仪容仪表、肢体语言）,Quality,品质,Evaluate For Guest Experience,体验评估,:,Wins-,优势,Opportunities-,机会,Comfort-,舒适度,Convenience-,便捷度,Quality-,质量,What Gets Measured,Managed and Rewarded Gets Improved,可衡量、可掌控的顾客意见，奖励与顾客沟通的员工，并从顾客意见中发现需改进的不足,Presentations,演示,(5 Min.Each)up to 5 Pictures,每组,5,分钟,最多,5,张照片,Exterior Arrival First Impression,进入酒店大门,Engineering&Human Resources,Check-In,入住,Front Office&Finance,Guest Room,客房,Housekeeping,Business Center,商务中心,Sales&Marketing,Tai Lake,中餐厅,Food&Beverage,Hugos Western Restaurant,西餐厅,Food&Beverage,Lobby Bar,大堂吧,Purchasing-Executives,As Managers.,作为管理者,What Gets Measured,Managed and Rewarded Gets Improved,可衡量、可掌控的顾客意见，奖励与顾客沟通的员工，并从顾客的意见中发现需改进的不足,Make sure this is a daily part of your routine,保证这是日常工作程序的一部分,Further Blueprint Opportunities,延伸的蓝图机会,Identify Key Customer Impact,识别关键的客户影响,Enact Low Hanging Fruit,实施,-,容易实现的目标,Plan for long term investment,计划长期的投资,Customized Experience,的独特体验,Items identified with,本酒店独有的服务或产品,Opportunity to Impress,给客人留下深刻印象的机会,Create Guest Joy,为客人营造愉悦感受,What Gets Measured,Managed and Rewarded Gets Improved,评估、管理顾客意见，奖励与顾客沟通的员工，并从顾客的意见中发现需改进的不足,Reward,奖励,Thank You,谢谢,