白金管家培训ppt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,an introdution,ButlerService管家服务介绍,1,an introdutionButler1,Objective=A Comfortable Environment目标=营造舒适的环境,Hardware,Check,double-check,and report,检查，再检查并报告,Thehotel,宾馆,The room/suite,房间/套房,The Guest,客人,Software,Anticipating needs,WOW the guest,预期需要，创造惊喜,2,Objective=A Comfortable Envi,The Butler&The Concierge&All Staff,管家、礼宾和所有员工,Micro-Environment,细微环境,Team Work,Macro-Environment,细微环境,B,I,3,The Butler&The Concierge&A,Teamwork,is the ability to work together,towards a common vision.The ability to,direct individual accomplishments,towards organisational objectives.It is,the fuel that allows common people to,attain uncommon results.,团队工作是为着共同的眼光在一起工作的能力,把个人的技艺贡献给有组织的目标的能力,是使得寻常的人们取得不寻常的结果的燃料,B,I,4,Teamwork is the ability to wor,The concept,理念,Organisation,组织,&,与,Guest Database,客人数据库,The Guest,客人,&,与,his experience/expectations,他的经验和期望,B,I,5,The concept 理念Organisation 组织T,What does the Hotel Butler do?,酒店管家都做什么？,He is the,eyes,.,.,他是眼睛,He is the,ears,.,他是耳朵,He is the,knowledge base,.,他是知识库,He is the,hands,.,他是手,Anticipating needs,Protecting,.taking care!,预期需要、保护照料,B,I,6,What does the Hotel Butler do?,What does the Hotel Butler do.,酒店管家都做些什么,You are a guardian angel,你是一名护卫天使,You are safeguarding his walk of life,你保卫者他的生活方式,You are available wherever and whenever needed,无论何地何时需要，你都会出现在那里,You are anticipating needs,你预期着需要,You are arranging,preparing,organising and,exceeding wishes,requirements,needs,o你安排、准备并超越着希望、要求、需要,You are a companion,你是一名伴侣,B,I,7,What does the Hotel Butler do,20 topics you need to know and be able to do,to give,excellent service to the guests,为了给客人提供卓越的服务，,有20个内容你需要知道并且能够身体力行地去做,Know your guest,了解你服务的业主,Be skilled,要有技巧,Be focussed,要专心,Be knowledgeable,要有丰富的知识,B,I,8,20 topics you need to know and,20 topics,Know your guest,了解你服务的业主的,20,个内容,1 personal information:name,how to address,birthday(family status and members),country,culture,个人信息：姓名，如何称呼，生日（家庭状况及成员），国家，文化,2 travel schedule,travel preferences and security level/contacts,旅行时间表，旅行的喜好和安全级别,/,联系人,3 health issues,健康问题,4 basic habits(who sleeps where,room temp,interests)and amenity preferences(fruits,shampoo),基本习惯（谁睡在哪里、房间的温度、兴趣）和免费供应品喜好（水果、香波）,B,I,9,20 topics Know your guest1 per,20 topics:,Be skilled,要有技巧,5basic shoe care(polishing),基本的皮鞋护理（抛光）,6 opening a bottle of wine/champagne,开葡萄酒,/,香槟酒瓶,7 sewing on a button,钉扣子,8 basic stain removal,基本的去除污渍,9 (un-)pack suitcases,行李箱的打包与开箱,B,I,10,20 topics:Be skilled 要有技巧5ba,B,I,20 topics:,Be skilled,要有技巧,10 know how to prepare and serve(non-,alcoholic)drinks,知道如何准备和倒（非酒精）饮料,11 have excellent communication skills:e.g.,read body language,有着卓越的沟通技巧：如阅读身体语言,12 have excellent organising skills;team player,ownership,delegate,diplomatic,有着卓越的组织才能；,团队合作、领导、分派任务、外交技能,13 the right protocol and etiquette,including,perfect grooming,合适的礼仪，包括完美的仪表,11,BI20 topics:Be skilled 要有技巧10,B,I,20 topics:,Be focussed,要专注,14 detailed oriented,注重细节,15 awareness,意识,16 be prepared:have key attributes on you,be curious,have,a plan-B in place,要做好准备：,你自身要具备关键的素质，要有好奇心，要准备好,B,方案,12,BI20 topics:Be focussed 要专注14,B,I,20 topics:,Be knowledgeable,要知识丰富,17 know all facilities and contacts of the hotel,(where,openings hour,contact number/name),知道,酒店的 全部设施和联系方式（何处、营业时间、联系电,话,/,人）,18 know all about the city,country etc,非常了解城市、,国家等,19 have a large network(dig your well before you,get thirsty),有庞大的网络（在口渴之前挖好你的井）,20 be informed and interested in and about a wide,range of interests,有广泛的兴趣,13,BI20 topics:Be knowledgeable,B,I,Circle of Hospitality,招待业的循环圈,Preparation,准备,Follow-up,跟踪,Departure,离店,Preparing for,D,eparture,准备离店,Providing luxury,提供豪华,Connecting,联系,Receiving,接待,Your Personal,Guest,你个人的客人,14,BICircle of HospitalityPrepara,B,I,Creating a comfortable environment,is about,the guest,and what they,expect/anticipate,.,营造一个舒适的环境，关系到客人及其期望,Only the,perception/experience,of the guest counts.,只有对客人的感知,/,经验方能奏效,15,BICreating a comfortable envir,B,I,Prepare for arrival,准备到达,Prepare,准备,The guest 客人,The room/suite 客房/套房,The staff,员工,Yourself,你本人,16,BIPrepare for arrival The gue,B,I,Receiving the guest,接待客人,First impression,第一印象,Appropriate smile,适宜的微笑,Appropriate remark,适宜的说法,Approachability,可接近性,Comfortable environment,舒适的环境,17,BIReceiving the guestFirst imp,B,I,Receiving the guest,接待客人,Have all scripts in place,所有文字就位,receiving at the airport/door,在机场,/,店门候迎,receiving in the suite,在套房中接待,welcome tea/drink,欢迎茶,/,饮料,introduction into hotel/facilities,引入酒店,/,介绍设施,laundry management,洗衣管理,18,BIReceiving the guest 接待客人Have,B,I,Connecting:It takes two to tango.,联系：要求二人跳探戈,Listener,听者,Talker,谈者,Listener,听者,Talker,谈者,19,BIConnecting:It takes two to,B,I,Connecting:It takes two to tango.,联系：要求二人跳探戈,Watch for,观察,:,Body language,肢体语言,-hands,手,:what do you(not)do with them,该和不该对他们做的,-feet,脚,:,d,irection,方向,-eyes,眼,:,movement,eye contact,动作、眼镜接触,Cultural differences,文化差异,Language use,使用语言,Personal space,个人空间,Small talk,小聊天,20,BIConnecting:It takes two to,B,I,The Service Transaction,办理服务,It is all about:,connecting,with the gu