学以致用
学习使人年青 不学使人老化 不用使人空叹息
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Comprehensive Service Skills 综合服务技能
Six Basic Service Expectations 客人对服务的基本期望
Courteous Complete Fast Friendly Attentive Helpful
礼貌周到 完善 完整 快捷 友好 注意周到 乐于助人
Made each guest feel honored and welcome with proper attitude.
凭着敬诚的态度 赢取顾客的信心
I would rather teach you how to fish than to give you a fish everyday.
赠之以鱼 不如授之渔
B.A guest who complains: 投诉的客人
1. Alerts the property to problem that affect guest satisfaction. 提醒酒店注意影响客人满意度的问题. 提醒酒店注意影响客人满意度的问题. 2. Gives the property a second chance to make things right for the guest. 给予酒店另一次改善的机遇. 给予酒店另一次改善的机遇.
We only promise what we can deliver . We must always deliver what we promise.
量力而为 有把握做到的才做出承诺 言而有信 必须实现每个许下的诺言
God will only help those Who help themselves.
Understand how handling complaints properly can help the property. 明白怎样恰当地处理投诉才能很好的帮助酒店. 明白怎样恰当地处理投诉才能很好的帮助酒店. Use guest comment cards or questionnaires to identify guest complaints. 使用客人的评价单或问卷来确定客人有什么样的投 诉.
Follow through. 跟催/ 跟催/办. Double check with guest later for satisfaction. 再次检查,确保客人满意. 再次检查,确保客人满意.
3.VERBAL EXPRESSION
语言表达的技巧
Voice 声线 Pace 语速 Tone 语调 Volume 音量
Listen attentively.注意聆听. 注意聆听. 注意聆听 Apologize & show understanding. 道歉和表示理解,体谅. 道歉和表示理解,体谅. Offer solutions and find out which one the guest prefers. 提供解决办法,直到客人满意接受的方法. 提供解决办法,直到客人满意接受的方法.
C. Service-related
有关服务类
1. Long waiting time for service. 长时间等候服务. 长时间等候服务. 2. Lack of assistance with luggage. 未帮助搬运行李. 未帮助搬运行李. 3. Untidy rooms. 房间不整洁. 房间不整洁. 4. Phone difficulties. 电话有故障. 电话有故障. 5. Missed wake-up calls. 未打叫醒电话. 未打叫醒电话. 6. Cold or ill prepared food. 冷的或变质的食品. 冷的或变质的食品. 7. Ignored requests for additional supplies. 忽略额外供应的要求. 忽略额外供应的要求.
3. 97% of guests with a problem solved to their satisfaction will return (Source: Meeting & Conference Executives Alert: A Marriott Study).
97%的客人, 97%的客人,在问题解决至其满意程 的客人 度的情况下将再次光临. 度的情况下将再次光临.
COURTESY IS THE ANSWER
礼貌就是答案
MAGIC WORD
有魅力的话
COURTEOUS
有礼貌的话
HOW TONE OF VICE CAN CONVEY A SERVICE ATTITUDE.
通过语音, 通过语音,语调可以体现服务 态度. 态度.
May I have your name please? ? May I help you? ? May I assist you? ? Right this way please. Would you car for some dessert? ? Did you have a pleasant stay with us? ?
自助者,天助. 自助者,天助.
FOUR A 四个 四个A
Appreciation Action Attitude
敬业乐业
行动 态度 仪容仪表
Appearance
Lean through experience experience through learning.
从经验中学习, 从经验中学习, 亦要从学习中总结经验. 亦要从学习中总结经验.
the important points for successful future
positive attitude 积极的态度 quality of work 工作的质量 quantity of work 工作的数量 initiative 主动性 cooperation 合作精神 flexibility 灵活性 dependability 可靠性 Personal involvement 个人的投入与参与
Accept mistake but don't repeat mistakes.
允许错误, 允许错误, 但不能重复相同的错误. 但不能重复相同的错误.
Learning
Any one who stop leaning is old, whether at 20 or 80. Any one who keeps learning stays young.
B. Attitudinal
个人态度类
1. Guest insulted by rude or tactless hotel staff members. 客人由于酒店员工的粗鲁和不老练而觉得受到侮辱 2. Guest overheard staff conversations or received complaints from hotel staff members 客人无意听到酒店员工谈话投诉 3. Subtle attitudinal turn-off (what the staff didn't do) - lack of smile, lack of sincerity, "It's not my job" syndrome 不易察觉的拒绝态度(员工不愿去做) – 面无笑容,缺乏 不易察觉的拒绝态度(员工不愿去做) 面无笑容, 真诚,或说"这不是我的工作"之类的话. 真诚,或说"这不是我的工作"之类的话.
C. Four categories of guests complaint 4类客人的投诉
A. Mechanical
机械类
1. Climate control 室温及湿度控制 2. Lighting 灯光 3. Electricity 通电 4. Room furnishings 室内装潢 5. Ice machines 制冰机 6. Vending machines 自动售货机 7. Door keys 门锁 8. Plumbing 下水管道 9. Television sets 电视机 10. Elevators 电梯
A. Complaints as opportunities 视投诉为机遇
Statistics-guest with problems are the biggest opportunity for repeat business 经统计, 经统计,有过投诉的客人是最有可能 成为再次光临酒店的人. 成为再次光临酒店的人.
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 gentle approach is smile to the world.
友善随和, 友善随和,温文尔雅 (微笑是走向世界的通道) 微笑是走向世界的通道)
重新阐述一遍以明确的准确性. 重新阐述一遍以明确的准确性.
(Ask questions if necessary) )
必要时,可提一些问题. 必要时,可提一些问题.
3.Listen for the guest feelings.
倾听客人的感受. 倾听客人的感受.
2.Problem Solving Skills
1. 35% of guests with an unresolved problem with return. 35%的客人,即使问题未解决,仍将返回. 35%的客人,即使问题未解决,仍将返回. 的客人 2. 85% of guests without a problem will return. 85%的客人在没有问题的情况下将再次光临. 85%的客人在没有问题的情况下将再次光临. 的客人在没有问题的情况下将再次光临