上海四季饭店-人生第一堂课培训课程

LIFE’SFIRSTLESSON

人生第一节课

FIRST&LASTLESSON1TheFourSeasonsPerson

四季人2TheFourSeasonsPerson

四季人SmilesSincerely真诚微笑IsCourteous谦逊有礼IsHelpful乐于助人ReallyLikesPeople诚意相待HasACommonsenseApproachtoTheirWork处事精敏IsWillingToGiveThatExtraService主动效劳无微不至3SERVICECULTURESTANDARDS四季效劳文化标准FOURSEASONS4FOURSEASONSS.E.R.V.I.C.E.CULTURESTANDARDS四季效劳文化标准MILE微笑YE注目礼ECOGNITION认可OICE音调NFORMED知晓LEAN整洁VERYONE全体5

HANDLINGCOMPLAINTS投

诉

处

理

6HANDLING

COMPLAINTS投

诉

处

理

1.Dealwiththeperson’sfeelings处理对方的心情

2.Accepttheirfeelings接受他们的情绪

3.Thankthepersonforbringingittoourattentionandthendealwiththeproblem感谢对方提出问题并解决问题

4.Takeaction执行方案

5.Becheerfulandhelpfulthroughout始终保持愉快并且乐于帮助6.Followuptoensureguestisnowsatisfied确认客人已得到满足7FOURSEASONSPURSUITS四季追击Howmuchhotelknowledgedoyouhave?酒店知识知多少？8

THREEGOLDENRULES三条黄金准那么

91.DoThatLittleBitExtra!付出多一点2.AlwaysanswerwithaYES!只能行；不能不行3.OneGoal,OneTeam同舟共济10

COMMUNICATION&TEAMWORK

11DEPORTMENT&GROOMING仪容仪表

你没有第二个机会。。。

给别人你第一个印象12Thegreatestvalueofalleducationistheabilitytodowhatoneoughttodowhetheronelikesitornot;itisthefirstlesson.Howeverearlyaman’strainingbegins,itisprobablythelastlessonhewilleverlearn.

一切教育最可贵的结果是促使你做不管你愿不愿意但得做的事；这是你第一节课。无论一个人的培训何时开始，这也许是他一生中彻底领悟的最后一节课。FIRST&LASTLESSON13FIRST&LASTLESSON

WHATKINDOFLEARNER

AREYOU?

您是那一类学者？14Themostpitifulpeopleintheworldarenotthosewhocannotlearnbutthosewhowillnotlearn.

世界上最可悲的人不是那些不能学的人而是那些不愿学的人。FIRST&LASTLESSON15Wearemostwillingtotrainyou;areyouwillingtolearn?

我们很乐意培训你；您是否