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1、饭店服务标准化与饭店 人行为通则 (香港凤凰酒店管理有限公司)全国旅游饭店星级评定检查员 广东区旅游饭店星级评定检查员 Newman LiuEvaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.
2、Date1服务的标准化与个性化 饭店产品的特性决定了服务标 准化的本质规定。 消费需求的拉动了服务标准化 进程。 政府与行业组织的作用。 标准化日渐发展的今天，个性 服务的空间不仅没有缩小，反 而扩大了。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Cop
3、yright 2004-2011 Aspose Pty Ltd.Date2Our Objectives: 学习目的 要达到客人100%的满意客人是我们的衣食父母客人有内部客人和外部客人之分客人无贵贱之分。无论是白种人，还是黑种人； 无论是中国人，还是外国人， 我们都要一视同仁。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. C
4、opyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date3Six Basic Service Expectations客人对服务的六个基本期望Courteous 礼貌周到 Fast 快捷 Friendly 友好/友善Complete 完善完整Helpful 乐于助人Attentive 注意周到Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with
5、 Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date4Magic Words有魅力的话Courteous Words有礼貌的话Put your smile into your voice将你的微笑融入到你的声音中去Always get ready with the answer随时准备好答案PleaseThank youSorryEvaluation only.Evaluation only. C
6、reated with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date5如果你如果你不想不想做服务员，做服务员，那么你只有那么你只有把服务员做好了把服务员做好了，你才能你才能不做服务员不做服务员。不要在乎你不要在乎你今天做什么今天做什么，而是要看你而是要看你两年后做什么
7、两年后做什么 。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date6The guest is always right, The guest is always right, eve
8、n when he is wrong.even when he is wrong.客人永远是对的，客人永远是对的，即使是他错的时候。即使是他错的时候。把理让给客人。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Asp
9、ose Pty Ltd.Date7It is not what you say,It is also how you say it.Voice PaceToneVolumeEvaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011
10、 Aspose Pty Ltd.Date8How may I help you? 我怎样才能帮助您？May I have your name please? 请问您贵姓？Right this way, please. 您这边请。Would you care for any dessert? 您想来点甜点吗？Did you have a pleasant stay with us? 您入住得愉快吗？Thank you for staying at Hotel, please come & see us again. 谢谢您入住酒店，请再次光临。 Useful SentencesEvaluatio
11、n only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date9Three Principles of Good Listening 好的聆听技巧的三条准则Listen, listen and listen. N
12、ever jump to conclusions. 聆听，先不要急于下结论。Always repeat. Restate to clarify understanding. 重复-重新阐述以明确理解的准确性。 Ask questions if necessary. 必要时，提问问题。Listen for the guests feeling. 听弦外之音-倾听客人的感受。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspo
13、se.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.Date10God will only help those, God will only help those, who help themselves.who help themselves.自助者，天助。I would rather teach you I would rather teach you how to fish, than to give ho
14、w to fish, than to give you a fish everyday.you a fish everyday.赠之以鱼，不如授之渔。Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty
15、 Ltd.Date1110 Service Credo1. 1.接待宾客接待宾客 GREETING THE GUEST GREETING THE GUEST当离宾客三米远时，面带微笑迎候他们。当离宾 客一米五远时，热情而真诚地向他们道声：“ 早 安 / 午安 / 晚上好 / 晚安。“Whenever I am within 3 metres away from a guest, initiate eye contact with genuine smile. Whenever I am within 1.5 metres away from a guest, acknowledge the guest with a warm and sincere greeting: s
