白金管家培训

白金管家培训2023/5/27白金管家培训Objective=AComfortableEnvironment目标=营造舒适的环境HardwareCheck,double-checkandreport检查，再检查并报告Thehotel宾馆Theroom/suite房间/套房TheGuest客人SoftwareAnticipatingneeds,WOWtheguest预期需要，创造惊喜2白金管家培训TheButler&TheConcierge&AllStaff管家、礼宾和所有员工Micro-Environment细微环境TeamWorkMacro-Environment细微环境BI3白金管家培训Teamworkistheabilitytoworktogethertowardsacommonvision.Theabilitytodirectindividualaccomplishmentstowardsorganisationalobjectives.Itisthefuelthatallowscommonpeopletoattainuncommonresults.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BI4白金管家培训Theconcept理念Organisation组织&与GuestDatabase客人数据库TheGuest客人&与hisexperience/expectations他的经验和期望BI5白金管家培训WhatdoestheHotelButlerdo?酒店管家都做什么？Heisthe

eyes..他是眼睛Heisthe

ears..他是耳朵Heisthe

knowledgebase..他是知识库Heisthe

hands..他是手Anticipatingneeds,Protecting,….takingcare!预期需要、保护……照料BI6白金管家培训WhatdoestheHotelButlerdo….酒店管家都做些什么

Youareaguardianangel你是一名护卫天使Youaresafeguardinghiswalkoflife你保卫者他的生活方式Youareavailablewhereverandwheneverneeded无论何地何时需要，你都会出现在那里Youareanticipatingneeds你预期着需要Youarearranging,preparing,organisingandexceedingwishes,requirements,needso你安排、准备并超越着希望、要求、需要Youareacompanion你是一名伴侣BI7白金管家培训20topicsyouneedtoknowandbeabletodo,togiveexcellentservicetotheguests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Knowyourguest,了解你服务的业主Beskilled,要有技巧Befocussed,要专心Beknowledgeable,要有丰富的知识BI8白金管家培训20topicsKnowyourguest了解你服务的业主的20个内容1personalinformation:name,howtoaddress,birthday(familystatusandmembers),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2travelschedule,travelpreferencesandsecuritylevel/contacts旅行时间表，旅行的喜好和安全级别/联系人3healthissues健康问题4basichabits(whosleepswhere,roomtemp,interests)andamenitypreferences(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）BI9白金管家培训20topics:Beskilled要有技巧5 basicshoecare(polishing)基本的皮鞋护理（抛光）6openingabottleofwine/champagne开葡萄酒/香槟酒瓶7sewingonabutton钉扣子8basicstainremoval基本的去除污渍9(un-)packsuitcases行李箱的打包与开箱BI10白金管家培训BI20topics:Beskilled要有技巧10knowhowtoprepareandserve(non-alcoholic)drinks知道如何准备和倒（非酒精）饮料11haveexcellentcommunicationskills:e.g.readbodylanguage有着卓越的沟通技巧：如阅读身体语言12haveexcellentorganisingskills;teamplayer,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13therightprotocolandetiquette,includingperfectgrooming合适的礼仪，包括完美的仪表11白金管家培训BI20topics:Befocussed要专注14detailedoriented注重细节15awareness意识16beprepared:havekeyattributesonyou,becurious,haveaplan-Binplace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白金管家培训BI20topics:Beknowledgeable要知识丰富17knowallfacilitiesandcontactsofthehotel(where,openingshour,contactnumber/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）18knowallaboutthecity,countryetc非常了解城市、国家等19havealargenetwork(digyourwellbeforeyougetthirsty)有庞大的网络（在口渴之前挖好你的井）20beinformedandinterestedinandaboutawiderangeofinterests有广泛的兴趣13白金管家培训BICircleofHospitality招待业的循环圈Preparation准备Follow-up跟踪Departure离店PreparingforDeparture准备离店Providingluxury提供豪华Connecting联系Receiving接待YourPersonalGuest你个人的客人14白金管家培训BICreatingacomfortableenvironmentisabouttheguestandwhattheyexpect/anticipate.营造一个舒适的环境，关系到客人及其期望Onlytheperception/experienceoftheguestcounts.只有对客人的感知/经验方能奏效15白金管家培训BIPrepareforarrival准备到达

Prepare准备

Theguest客人Theroom/suite客房/套房Thestaff员工Yourself你本人16白金管家培训BIReceivingtheguest接待客人Firstimpression第一印象Appropriatesmile适宜的微笑Appropriateremark适宜的说法Approachability可接近性Comfortableenvironment舒适的环境17白金管家培训BIReceivingtheguest接待客人Haveallscriptsinplace所有文字就位receivingattheairport/door在机场/店门候迎receivinginthesuite在套房中接待welcometea/drink欢迎茶/饮料introductionintohotel/facilities引入酒店/介绍设施laundrymanagement洗衣管理18白金管家培训BIConnecting:Ittakestwototango….联系：要求二人跳探戈Listener听者Talker谈者Listener听者Talker谈者19白金管家培训BIConnecting:Ittakestwototango….联系：要求二人跳探戈Watchfor观察:Bodylanguage肢体语言 -hands手:whatdoyou(not)dowiththem该和不该对他们做的 -feet脚:direction方向 -eyes眼:movement,eyecontact动作、眼镜接触

Culturaldifferences文化差异Languageuse使用语言Personalspace个人空间Smalltalk小聊天20白金管家培训BITheServiceTransaction办理服务

Itisallabout:connectingwiththeguestandbuildingtrust!与客人沟通并建立起信任至关一切CompletionoftheTask完成任务TreatmentoftheGuest接待客人RecoursesandSupport资源与支持21白金管家培训BICompletionoftheTask完成任务Astart....开始Seekinginformation寻找信息Supplyinginformation支持信息Providingadditionalservicesandeffort提供更多的服务和努力Checkingon(guest)satisfaction确认客人满意度Afinish....结束22白金管家培训BIProvidingluxury提供豪华Experienceofluxury对于豪华的体验..Stimuli动力Expectationsofluxury..对于豪华的期望Valuationofluxury..对于豪华的评价Mindset观念23白金管家培训BIProvidingluxury提供豪华ItisallaboutcreatingthatWOWfortheguesteverytimeagain,attherighttimeandattherightplacewithoutputtingourselvesinthespotlight.这关系到每次，在适当的地点，以不突出我们自己的方式，而一再地为客人创造惊喜效应…andremember:itisnotinthebigthings…还要记住，这并非一定是大事24白金管家培训BIForaButleranyeventisallabout:对一名管家而言，任何事情都与如下方面有关：Servicetransaction办理服务Teamwork团队工作Networking网络工作Organising组织Management管理Creativity创意Hygiene卫生Eyefordetail着眼细节Ownership主导Desiretopleaseothers取悦他人的愿望Listening倾听Providingluxury提供豪华e.g.Tablesetting例子摆台25白金管家培训BIProvidingluxury提供豪华Ourpresentationis:withoutimposition我们的展示：没有强加Ourstyleis:peerless我们的风范：无与伦比26白金管家培训BIDepartur