《华美达酒店集团2QA(Cendant-New)质量管理体系核心支持内容》由会员分享，可在线阅读，更多相关《华美达酒店集团2QA(Cendant-New)质量管理体系核心支持内容（26页珍藏版）》请在金锄头文库上搜索。
1、,2QA,二个问题的方法,目标 Objective,了解2QA哲学 练习以适当的方式，在适当的环境里，接近客人并收集2QA反馈信息 体现RAMADA卓越的服务品质和员工素质 帮助建立各部门2QA运作模式，形成质量控制体系的一部分,我们需要从客人那获得的反馈信息必须是有价值的面对面地和客人接触寻求改进的方法寻找出色的员工评估客人对RAMADA品牌的忠诚度,2QA的基本概念,2QA Basics,Recognize the need for reliable customer feedbackFace-to-face guest contactAsk for ways to improveIden
2、tify outstanding serviceEvaluate brand loyalty,2QA循环模式,传统模式： 酒店提供什么样的 产品/服务，客人只 能无条件接受。,1.确认须要改善的地方，寻找解决方案；2.寻找优秀员工,获得客 人反馈 （接近、交流、提问）,进行改变！,统计、分析、评估 客人的 反馈信息,改善 循环,The 2QA Model,Guest Feedback Evaluation,Soliciting Guest Feedback,“MakingThe Change”,Need For Improvement Recognize Star Associates,Imp
3、rovement Cycle,RAMADA 质量控制体系,2QA概念,传统的问卷调查是被动的获取信息， 只有极端客人才会填写 Passive approaches (surveys, questionnaires, and comment cards) to guests generally provide only the extremes of satisfaction and dissatisfaction allowing feedback from the average guest to go undisclosed to the property.,2QA Concept,Ver
4、y Satisfied,Very Dissatisfied,Average Guest,2QA概念,客人的反馈信息是通过面对面的与住店客人的 直接接触而获得的。,Collection of guest feedback data between the extremes is accomplished face-to-face with the guest during their stay at your property.,与众不同寻找服务的差距将客人反馈的结果运用于酒店的战术和战略策划之中合理优化投资花费使职能部门员工处于信息汇聚的最前沿 客观公正地寻找表现突出的员工,Uniquenes
5、s versus our competitive setFind gaps in service deliveryUse results for both tactical and strategic planningPrioritize capital spendingPut line level staff at the forefront of information gatheringCreate bias-free recognition for outstanding performance,Why 2QA?,2QA反馈例子,为素食者提供更多食物选择,1005房床垫需要更换,你们夜
6、班经理Maria非常优秀。,我房间里要瓶装水,我们的房间(1812)特别热,在送餐菜单上提供更多的选项,More food selections for vegetarians,The mattress in room 1005 needs to be replaced,Maria your night manager is an excellent employee,I would like bottled water in the room,Our room (1812) was extremely hot,More items on room service menu,This is N
7、OT a 2QA response:“Everything was great!”,Examples of 2QA Responses,5%的解答,例子： 225房间x 30天= 6750可利用的室夜 按平均70%的住客率计算，每月共有4800间住客房间 x 1.3=6240位客人 x 5% = 每月有312位客人被挑选作为2QA访谈的对象 则大约相当于每天11位客人。,During any given month, at least 5% of your guests should be selected for 2QA conversations 每月至少有5%的住店客人被挑选作为2QA的
8、访谈对象,5% Solution,接触客人,在您入住期间，您觉得我们 在哪些方面需要提高可以让您更加满意？ During your current or any future stay, what is the area or service we need to improve to be able to serve you better?您觉得我们哪位员工为您提供了 超过您期望值的出色服务？ Which of our employees has stood out in providing you service beyond your expectations?您下次来这儿还会入住我们酒
9、店吗？ When you return to the area, would you stay with us again?,2QA问题(Ramada标准),Who?,Where?,How?,Engaging the Guest,When?,What?,接触客人,何时？,在哪里？,如何？,我们可以在哪些方面进行改善以 使您的入住更加舒适？ What can we improve to make your stay more comfortable?我们的哪位员工为 您提供了高于您期望的服务？ Which of our team members has given you service tha
10、t surpassed your expectations?您会再到这儿来吗? 如果是, 您 再次入住我们酒店的可能性有多大？ Will you return to the area and if so, how likely are you to stay with us again?,2QA问题(变型),谁？,是什么？,处理拒绝多次接近同一客人应付错误信息,I Cant Talk to You Now!,Handling objectionsApproaching the same guests more than onceDealing with false information,处理
11、拒绝,负面,The Wrong Way,Handling Objections,StaffExcuse me. Do you mind if I ask you a few questions?,GuestIm sorry, but Im late for an appointment.,处理拒绝,自我介绍 留一个好印象 他们现在知道你是谁 也许下次更加愿意谈 他们知道您认为他们是重要的,正面,Handling Objections,Introduced yourself Left a good impression They now know who you are May be more
12、willing to talk next time They know that you think they are important,The Right Way,StaffGood morning, my name is - Im an associate here at -,多次接近同一客人时如何避免复杂化,How to Avoid Complications from Approaching the Same Guest Multiple Times,The Wrong Way,StaffGood morning, my name is - Im an associate here
13、at - Have any of our other associates asked you about your stay with us?,StaffOh, Im sorry to have bothered you.,GuestYes, and Ive already answered your questions?,多次接近同一客人时如何避免复杂化,How to Avoid Complications from Approaching the Same Guest Multiple Times,The Right Way,StaffGood morning, my name is -
14、 Im an associate here at - Have any of our other associates asked you about your stay with us?,StaffWe are always looking for ways to improve, so let me thank you again, and I hope you continue to enjoy your stay with us.,GuestYes, and Ive already answered your questions?,应对不真实的反馈信息,先礼貌地接受,核实它的真实性,准
15、确地记录,获得客人的理解,Accept Information Graciously,Dealing With False Information,Clarify Understanding,Check Its Authenticity,Record Accurately,不自我介绍不表明您的意图没有征得同意问他们是否有时间谈话,错误 方式,Not introducing yourselfNot stating your objectiveNot getting agreementAsking if they have time to talk,The Wrong Way,StaffDo yo
16、u have a few moments so that I can ask you three specific questions?,GuestId really like to help, but Im in a hurry now. Maybe later.,The Focused Conversation,自我介绍说明你的意图得到许可开始2QA,正确 方式,Introduce yourselfState your objectiveGet agreementBegin the 2QA,The Right Way,The Focused Conversation,StaffGood morning, my name is - Im an associate here at - Have any of our other associates asked you about your stay with us?,StaffGood. I have three specific questions: “What can we improve that would make your stay with us more comfortable?”,
