某国际酒店集团 卓越的服务培训课程课件

h1WELCOMETOFRONTOFHOUSESTAFF“ServiceExcellence”欢迎加入讨论前线员工“卓越的服务”h1WELCOMETOh2ServiceExcellenceStandardsareguidelinesforinteractionwithallguestsatalltimes.超卓服务标准是任何时间和任何客人打交道的指南。ServiceExcellenceStandardsshouldberolledouttoallguestscontactdepartmentsinthehotel.超卓服务标准应该在所有对客服务的部门施行。h2ServiceExcellenceStandardsh3ServiceExcellenceStandards

卓越服务的标准1.UsetheAppropriateGreetingwithaSmile

面带微笑用合适的称呼问候客人；2.UsetheGuest’sName

称呼客人的名字；3.TakeanActiveInterestintheGuestby…通过以下方法积极地关心客人：

AddingValuetotheGuest’sStay

使客人的居住物超所值；

ApologizingforAnyInconvenience

为造成的任何不便道歉；4.SayThankYou

感谢客人；5.MeetGroomingStandards

仪容仪表达到标准。h3ServiceExcellenceStandardsh41.UsetheAppropriateGreetingwithaSmile面带微笑用合适的称呼问候客人Usepropertimeofdaygreeting(GoodMorning,GoodAfternoon,GoodEvening)合适的时间称谓（早上好，下午好，晚上好）Whenappropriate,useyourhotelordepartmentname;alwaysusewhenonthephone.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。Smile:Asmileisauniversalgestureofhospitality.Awarm,genuine,sinceresmileisnevermisunderstanding.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。Whenwithin10feetofaguest,acknowledgetheguestbyfacingthemandestablishingeyecontact;Ifyouarewithin5feet,verballygreettheguestandsmile.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。h41.UsetheAppropriateGreeth5Whenyousmileandgreetaguest,theguesthears:“We’regladyou’rehere!”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：h5Whenyousmileandgreetagh62.UsetheGuest’sName称呼客人名字

Useappropriatetitle(Mr.OrMs.)withtheguest’sname.“GoodMorning,Mr.Smith!”“GoodAfternoon,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！”Inabsenceoftheguest’sname,substitute“Sir”or“Ma’am”whereappropriate.不知道客人的姓名，就适时叫“先生”或“夫人”等代称。Usepropertoneofvoice:positive,enthusiastic,concerned–whateverisappropriateforthesituation.

用合适的语气：积极、热情、关注的语气在任何情况下都适合。h62.UsetheGuest’sName称呼客人名h74）Useavailabletoolstodeterminetheguest’sname,forexample,telephoneGuestNameDisplay,PointofSalesystem.

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。Fellowteammemberscanalsobeeachother’sresources.Forexample,theFrontDeskClerkcantelltheBellmantheguest’snameduringthehandoffatcheck-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.UsetheGuest’sName称呼客人名字

h74）Useavailabletoolstodeh8Whenyouusetheirname,theguestfeels:“Werecognizethem!”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：h8Whenyouusetheirname,theh93.TakeanActiveInterestintheGuestby…通过以下方法积极地关心客人：*Whenpossible,useavailabletoolsandresourcessuchasguestshistoryprofiletoobtaintheinformationandcreatevalue-addedstatements.

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-AddedStatementareusedtoaddvaluetotheguest’sstay.Theymaketheguestawareofavailableservicesandamenitiesthattheycouldpotentiallyuse.能产生消费价值的陈述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,Iseeyouaretravelingwithyourfamily.Foryourinformation,thepoolislocatedonthe3rdfloorandisopenfrom6:00a.m.to11:00p.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。”…AddingValuetotheGuest’sStay让客人的居住增值h93.TakeanActiveInterestih10Whenyoutakeanactiveinterestintheguest,itpersonalizedtheinteraction.Theguesthears:“Wecare!”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：h10Whenyoutakeanactiveinth114.SayThankYou感谢客人Thanktheguestfortheirbusinesswhetherface-to-faceoronthephone.

感谢客人来消费，不管是面对面还是在电话中。*Veryoften,attheendofatransaction,aguestwillthankus.Ourresponseshouldbe,“You’reWelcome,”or“It’smypleasure,”NEVER“NoProblem.”Weshouldfollowthatwithathankyoutothemfortheirbusiness.

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。*Guesttransactionsincludechecking-in,checking-out,eatingintherestaurant,askingtobeconnectedtoaroom–anythingyouprovideaservice.

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。Smile

微笑

Accompaniedwithasmile,the“thankyou”issincere.

伴随着微笑，这句“谢谢”就是真诚的。h114.SayThankYou感谢客人Thankth12Whenyouthanktheguestforstayingatthehotel,orforcomingtotherestaurant,theyhear:“Weappreciateyourbusiness!”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：h12Whenyouthanktheguestfoh135.MeetGroomingStandards达到仪容仪表的标准FollowappearancestandardsasoutlinesintheAssociateHandbookandyourhotel’sgroomingstandards.

遵循员工手册里的着装标准和酒店制定的仪容仪表标准。Uniformiscleanandproperlypressed,stain-free,withnomissingbuttonsortrim.Allappointedaccessoriesareproperlyinplace.

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。Nametagisfreeofscratchesandscuffmarksandiswornintheappropriatelocation

名牌没有划痕和磨损，佩带在合适的地方。

Nametagsshouldbewornontheleftsideoftheuniform.Theguestshouldbeabletoseeyournamewithoutsearching.Yournameisyoursexclusively–wearitwithpride!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！h135.MeetGroomingStandards达h14Wearappropriatefootwearforposition:

按不同的职位穿不同的鞋：

*Colororstyleshouldmatchyouruniformandtheshineshouldbemaintained.

颜色和款式都要和制服配套，保持鞋的亮度。*Shoesshouldbecomfortable,aswellassafeforyourworkarea.Itishardtofocusonsomeoneelse’scomfortifyourfeethurt!

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。

*Stockingsshouldbeskintoneincolor

长丝袜应该是肤色。*NEVERtakeyourshoesoffinyourworkarea.Fromsomeangle,atsomepoint,aguestislikelytoseeyouwithoutyourshoeson.Itisnotonlyunprofessional,butsomepeoplecanbeoffendedbyit.

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.MeetGroomingStandards达到仪容仪表的标准h14Wearappropriatefootwearfh15Video:ServiceExcellence录像：卓越服务Putittogether小结h15Video:ServiceExcellencePuh16WELCOMETOFRONTOFHOUSESTAFF“ServiceExcellence”欢迎加入讨论前线员工“卓越的服务”h1WELCOMETOh17ServiceExcellenceStandardsareguidelinesforinteractionwithallguestsatalltimes.超卓服务标准是任何时间和任何客人打交道的指南。ServiceExcellenceStandardsshouldberolledouttoallguestscontactdepartmentsinthehotel.超卓服务标准应该在所有对客服务的部门施行。h2ServiceExcellenceStandardsh18ServiceExcellenceStandards

卓越服务的标准1.UsetheAppropriateGreetingwithaSmile

面带微笑用合适的称呼问候客人；2.UsetheGuest’sName

称呼客人的名字；3.TakeanActiveInterestintheGuestby…通过以下方法积极地关心客人：

AddingValuetotheGuest’sStay

使客人的居住物超所值；

ApologizingforAnyInconvenience

为造成的任何不便道歉；4.SayThankYou

感谢客人；5.MeetGroomingStandards

仪容仪表达到标准。h3ServiceExcellenceStandardsh191.UsetheAppropriateGreetingwithaSmile面带微笑用合适的称呼问候客人Usepropertimeofdaygreeting(GoodMorning,GoodAfternoon,GoodEvening)合适的时间称谓（早上好，下午好，晚上好）Whenappropriate,useyourhotelordepartmentname;alwaysusewhenonthephone.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。Smile:Asmileisauniversalgestureofhospitality.Awarm,genuine,sinceresmileisnevermisunderstanding.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。Whenwithin10feetofaguest,acknowledgetheguestbyfacingthemandestablishingeyecontact;Ifyouarewithin5feet,verballygreettheguestandsmile.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。h41.UsetheAppropriateGreeth20Whenyousmileandgreetaguest,theguesthears:“We’regladyou’rehere!”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：h5Whenyousmileandgreetagh212.UsetheGuest’sName称呼客人名字

Useappropriatetitle(Mr.OrMs.)withtheguest’sname.“GoodMorning,Mr.Smith!”“GoodAfternoon,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！”Inabsenceoftheguest’sname,substitute“Sir”or“Ma’am”whereappropriate.不知道客人的姓名，就适时叫“先生”或“夫人”等代称。Usepropertoneofvoice:positive,enthusiastic,concerned–whateverisappropriateforthesituation.

用合适的语气：积极、热情、关注的语气在任何情况下都适合。h62.UsetheGuest’sName称呼客人名h224）Useavailabletoolstodeterminetheguest’sname,forexample,telephoneGuestNameDisplay,PointofSalesystem.

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。Fellowteammemberscanalsobeeachother’sresources.Forexample,theFrontDeskClerkcantelltheBellmantheguest’snameduringthehandoffatcheck-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.UsetheGuest’sName称呼客人名字

h74）Useavailabletoolstodeh23Whenyouusetheirname,theguestfeels:“Werecognizethem!”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：h8Whenyouusetheirname,theh243.TakeanActiveInterestintheGuestby…通过以下方法积极地关心客人：*Whenpossible,useavailabletoolsandresourcessuchasguestshistoryprofiletoobtaintheinformationandcreatevalue-addedstatements.

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-AddedStatementareusedtoaddvaluetotheguest’sstay.Theymaketheguestawareofavailableservicesandamenitiesthattheycouldpotentiallyuse.能产生消费价值的陈述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,Iseeyouaretravelingwithyourfamily.Foryourinformation,thepoolislocatedonthe3rdfloorandisopenfrom6:00a.m.to11:00p.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。”…AddingValuetotheGuest’sStay让客人的居住增值h93.TakeanActiveInterestih25Whenyoutakeanactiveinterestintheguest,itpersonalizedtheinteraction.Theguesthears:“Wecare!”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：h10Whenyoutakeanactiveinth264.SayThankYou感谢客人Thanktheguestfortheirbusinesswhetherface-to-faceoronthephone.

感谢客人来消费，不管是面对面还是在电话中。*Veryoften,attheendofatransaction,aguestwillthankus.Ourresponseshouldbe,“You’reWelcome,”or“It’smypleasure,”NEVER“NoProblem.”Weshouldfollowthatwithathankyoutothemfortheirbusiness.

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。*Guesttransactionsincludechecking-in,checking-out,eatingintherestaurant,askingtobeconnectedtoaroom–anythingyouprovideaservice.

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。Smile

微笑

Accompaniedwithasmile,the“thankyou”issincere.

伴随着微笑，这句“谢谢”就是真诚的。h114.SayThankYou感谢客人Thankth27Whenyouthanktheguestforstayingatthehotel,orforcomingtotherestaurant,theyhear:“Weappreciateyourbusiness!”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：h12Whenyouthanktheguestfoh285.MeetGroomingStandards达到仪容仪表的标准FollowappearancestandardsasoutlinesintheAssociateHandbookandyourhotel’sgroomingstandards.

遵循员工手册里的着装标准和酒店制定的仪容仪表标准。Uniformiscleanandproperlypressed,stain-free,withnomissingbuttonsortrim.Allappo