酒店综合服务技巧培训

,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,*,Comprehensive,Service Skills,综合服务技,能,能,Six BasicService Expectations,客人对服务,的,的基本期望,Courteous,礼貌周到,Complete,完善 完整,Fast,快捷,Friendly,友好,Attentive,注意周到,Helpful,乐于助人,1.Listening Skill,听力技巧,不愿意,不能够,不明白客人,的,的意图,不明白客人,的,的语言,客人表达不,清,清楚,我以为、我,认,认为,1.Never jump toconclusion.,不要急于做,出,出任何结论,或,或推断。,2.Restateto clarifyunderstanding.,重新阐述一,遍,遍以明确的,准,准确性。,（Askquestionsif necessary）,必要时，可,提,提一些问题,。,。,3.Listen for the guest feelings.,倾听客人的,感,感受。,2.ProblemSolving Skills,解决问题的,技,技巧,Complaintsas Opportunity,视投诉为机,遇,遇,Use complaintsas opportunities toprovide betterservice.,将投,诉,诉作,为,为改,进,进服,务,务的,机,机遇,。,。,Understandthefourcategoriesofguestcomplaints.,理解4类,客,客人,的,的投,诉,诉。,Understandhowhandlingcomplaintsproperlycanhelptheproperty.,明白,怎,怎样,恰,恰当,地,地处,理,理投,诉,诉才,能,能很,好,好的,帮,帮助,酒,酒店,。,。,Useguestcommentcardsorquestionnairestoidentifyguestcomplaints.,使用,客,客人,的,的评,价,价单,或,或问,卷,卷来,确,确定,客,客人,有,有什,么,么样,的,的投,诉,诉。,A.Complaintsasopportunities,视投,诉,诉为,机,机遇,Statistics-guestwithproblemsarethebiggestopportunityforrepeatbusiness,经统,计,计，,有,有过,投,投诉,的,的客,人,人是,最,最有,可,可能,成,成为,再,再次,光,光临,酒,酒店,的,的人,。,。,1.35%ofguestswithanunresolvedproblemwithreturn.,35%的,客,客人,，,，即,使,使问,题,题未,解,解决,，,，仍,将,将返,回,回。,2.85%ofguestswithoutaproblemwillreturn.,85%的,客,客人,在,在没,有,有问,题,题的,情,情况,下,下将,再,再次,光,光临,。,。,3.97%ofguestswithaproblemsolvedtotheirsatisfactionwillreturn(Source:Meeting&ConferenceExecutivesAlert:AMarriottStudy).,97%的,客,客人,，,，在,问,问题,解,解决,至,至其,满,满意,程,程度,的,的情,况,况下,将,将再,次,次光,临,临。,B.Aguestwhocomplains:,投诉,的,的客,人,人,1.Alertsthepropertytoproblemthataffectguestsatisfaction.,提醒,酒,酒店,注,注意,影,影响,客,客人,满,满意,度,度的,问,问题,。,。,2.Givesthepropertyasecondchancetomakethingsrightfortheguest.,给予酒店,另,另一次改,善,善的机遇,。,。,C.Fourcategories of guestscomplaint,4类客人,的,的投诉,A.Mechanical,机械类,1.Climate control,室,室温及湿,度,度控制,2.Lighting,灯,灯光,3.Electricity,通,通电,4.Roomfurnishings,室,室内装,潢,潢,5.Ice machines,制,制冰机,6.Vending machines,自,自动售,货,货机,7.Doorkeys,门,门锁,8.Plumbing,下,下水管,道,道,9.Television sets,电,电视机,10.Elevators 电,梯,梯,B.Attitudinal,个人态度,类,类,1.Guestinsulted byrude ortactless hotelstaff members.,客人由于,酒,酒店员工,的,的粗鲁和,不,不老练而,觉,觉得受到,侮,侮辱,2.Guestoverheard staffconversations or received complaints from hotelstaff members,客人无意,听,听到酒店,员,员工谈话,投,投诉,3.Subtle attitudinal turn-off(whatthestaff didnt do),-lack of smile,lack ofsincerity,“,“Its not myjob,”,”,syndrome,不易察觉,的,的拒绝态,度,度(员工,不,不愿去做),面,面无笑容,缺乏,真诚,或,说,说“这不,是,是我的工,作,作”之类,的,的话.,C.Service-related,有关服务,类,类,1.Longwaitingtimeforservice.,长时间等,候,候服务。,2.Lackof assistance with luggage.,未帮助搬,运,运行李。,3.Untidy rooms.,房间不整,洁,洁。,4.Phonedifficulties.,电话有故,障,障。,5.Missed wake-up calls.,未打叫醒,电,电话。,6.Coldor ill preparedfood.,冷的或变,质,质的食品,。,。,7.Ignored requestsforadditional supplies.,忽略额外,供,供应的要,求,求。,D.Unusual,非常类,1.Absence of swimming pool,没有游泳,池,池,2.Lackof public transportation,缺乏公共,交,交通,3.Bad weather,天气恶劣,C.Solving the problemsthatcause the complaint,解决产生,投,投诉的问,题,题,Listen attentively.,注意聆听,。,。,Apologize&showunderstanding.,道歉和表,示,示理解，,体,体谅。,Offer solutionsandfindoutwhich one the guestprefers.,提供解决,办,办法，直,到,到客人满,意,意接受的,方,方法。,Follow through.,跟催/办,。,。,Double checkwith guestlater for satisfaction.,再次检查,，,，确保客,人,人满意。,3.VERBALEXPRESSION,语言表达,的,的技巧,Voice,声线,Pace,语速,Tone,语调,Volume,音量,COURTESYISTHEANSWER,礼貌就是,答,答案,MAGIC WORD,有魅力的,话,话,COURTEOUS,有礼貌的,话,话,HOWTONEOFVICECANCONVEYA SERVICE ATTITUDE.,通过语音,，,，语调可,以,以体现服,务,务态度。,MayI have yournameplease？,MayI help you？,MayI assistyou,？,？,Right this way please.,Would you car for some dessert？,Didyouhavea pleasantstaywith us,？,？,It is not just,what,yousay,it is also how,you,sayit.,不在于你,说,说什么，,而在于你,怎,怎么说。,Usetheguestsname,称呼客人,名,名字,4.Confidencesignals,身体语言,Stand upstraight,Shoulders squared,Headerect,chinup,Eyecontact,armhands relaxed,Leanmove towardspeakers,Facial expression friendly,caring,Attentive,Care,Concern,Confidence,细心,爱心,关心,信心,enthusiasm,patience,sincere,observant,热心,耐心,诚心,察言观色,A gentleapproach issmile to the world.,友善随和,，,，温文尔,雅,雅,（微笑是,走,走向世界,的,的通道）,Madeeach guestfeelhonoredandwelcomewith properattitude.,凭着敬诚,的,的态度,赢取顾客,的,的信心,I wouldrather teachyouhowtofishthan togive you afisheveryday.,赠之以鱼,不如授之,渔,渔,theimportant pointsforsuccessfulfuture,positiveattitude,积极的态,度,度,qualityof work,工作的质,量,量,quantityofwork,工作的数,量,量,initiative,主动性,cooperation,合作精神,flexibility,灵活性,dependability,可靠性,Personal,involvement,个人的投,入,入与参与,We onlypromisewhatwecandeliver.,We mustalways deliver whatwe promise.,量力而为,有把握做,到,到的才做,出,出承诺,言而有信,必须实现,每,每个许下,的,的诺言,Godwillonly help those,Whohelpthemselves.,自助者，,天,天助。,FOURA,四个,A,Appreciation,敬业乐业,Action,行动,Attitude,态度,Appearance,仪容仪表,Leanthroughexperience,experience through learning.,从经验中,学,学习，,亦要从学,习,习中总结,经,经验。,Accept mistake,but,dont repeatmistakes,.,允许错误,，,，,但不能重,复,复相同的,错,错误。,Learning,Anyonewhostopleaningisold,whetherat20 or 80.,Anyonewhokeeps learning staysyoung.,学以致用,学习使人,年,年青,不学使人,老,老化,不用使人,空,空叹息,9,、静夜四无,邻,邻，荒居旧,业,业贫。11月-2211月-22,Monday,November 7,2022,10,、雨,中,中黄,叶,叶树,，,，灯,下,下白,头,头人,。,。20:12:5420:12:5420:12,11/7/20228:12:54PM,11,、以,我,我独,沈,沈久,，,，愧,君,君相,见,见频,。,。11,月,月-2220:12:5420:12,Nov-2207-Nov-22,12,、故人江,