酒店综合服务技巧培训课件

Comprehensive Service Skills综合服务技能综合服务技能Six Basic Service Six Basic Service ExpectationsExpectations客人对服务的基本期望客人对服务的基本期望 Courteous 礼貌周到礼貌周到Complete 完善完善 完整完整Fast 快捷快捷Friendly 友好友好Attentive 注意周到注意周到Helpful 乐于助人乐于助人1.Listening Skill听力技巧听力技巧不愿意不能够不明白客人的意图不明白客人的语言客人表达不清楚我以为、我认为 1.Never jump to conclusion.不要急于做出任何结论或推断。不要急于做出任何结论或推断。2.Restate to clarify understanding.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解决问题的技巧解决问题的技巧Complaints as Opportunity视投诉为机遇视投诉为机遇Use complaints as opportunities to provide better service.将投诉作为改进服务的机遇。将投诉作为改进服务的机遇。Understand the four categories of guest complaints.理解理解4 4类客人的投诉。类客人的投诉。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使用客人的评价单或问卷来确定客人有什么样的投诉。诉。A.Complaints as opportunities视投诉为机遇视投诉为机遇 Statistics-guest with problems are the biggest opportunity for repeat business 经统计，有过投诉的客人是最有可能经统计，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。1.35%of guests with an unresolved problem with return.35%35%的客人，即使问题未解决，仍将返回。的客人，即使问题未解决，仍将返回。2.85%of guests without a problem will return.85%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。3.97%of guests with a problem solved to their satisfaction will return(Source:Meeting&Conference Executives Alert:A Marriott Study).97%97%的客人，在问题解决至其满意程的客人，在问题解决至其满意程度的情况下将再次光临。度的情况下将再次光临。B.A guest who complains:投诉的客人投诉的客人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。C.Four categories of guests complaint4 4类客人的投诉类客人的投诉A.Mechanical 机械类机械类 1.Climate control 室温及湿度控制室温及湿度控制2.Lighting 灯光灯光3.Electricity 通电通电4.Room furnishings 室内装潢室内装潢5.Ice machines 制冰机制冰机6.Vending machines 自动售货机自动售货机7.Door keys 门锁门锁8.Plumbing 下水管道下水管道9.Television sets 电视机电视机10.Elevators 电梯电梯B.Attitudinal 个人态度类个人态度类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客人无意听到酒店员工谈话投诉3.Subtle attitudinal turn-off(what the staff didnt do)-lack of smile,lack of sincerity,“Its not my job”syndrome 不易察觉的拒绝态度不易察觉的拒绝态度(员工不愿去做员工不愿去做)面无笑容面无笑容,缺乏缺乏 真诚真诚,或说或说“这不是我的工作这不是我的工作”之类的话之类的话.C.Service-related 有关服务类有关服务类 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。D.Unusual 非常类非常类 1.Absence of swimming pool 没有游泳池没有游泳池2.Lack of public transportation 缺乏公共交通缺乏公共交通3.Bad weather 天气恶劣天气恶劣C.Solving the problems that cause the complaint解决产生投诉的问题解决产生投诉的问题Listen attentively.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。Follow through.跟催跟催/办。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语言表达的技巧语言表达的技巧Voice 声线声线 Pace 语速语速Tone 语调语调Volume 音量音量COURTESY IS THE ANSWER礼貌就是答案礼貌就是答案MAGIC WORD 有魅力的话有魅力的话COURTEOUS 有礼貌的话有礼貌的话HOW TONE OF VICE CAN CONVEY A SERVICE ATTITUDE.通过语音，语调可以体现服务通过语音，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？It is not just what you say,it is also how you say it.不在于你说什么，不在于你说什么，而在于你怎么说。而在于你怎么说。Use the guests name称呼客人名字称呼客人名字4.Confidence signals身体语言身体语言Stand up straightShoulders squaredHead erect,chin upEye contact,armhands relaxedLeanmove toward speakersFacial expression friendly,caringAttentive CareConcernConfidence细心细心爱心爱心关心关心信心信心enthusiasmpatiencesincereobservant热心热心耐心耐心诚心诚心察言观色察言观色A gentle approach is smile to the world.友善随和，温文尔雅友善随和，温文尔雅（微笑是走向世界的通道）（微笑是走向世界的通道）Made each guest feel honored and welcome with proper attitude.凭着敬诚的态度凭着敬诚的态度赢取顾客的信心赢取顾客的信心 I would rather teach you how to fish than to give you a fish everyday.赠之以鱼赠之以鱼不如授之渔不如授之渔the important points for successful futurepositive attitude 积极的态度积极的态度quality of work 工作的质量工作的质量quantity of work 工作的数量工作的数量initiative 主动性主动性cooperation 合作精神合作精神flexibility 灵活性灵活性dependability 可靠性可靠性Personal involvement 个人的投入与参与个人的投入与参与We only promise what we can deliver.We must always deliver what we promise.量力而为量力而为有把握做到的才做出承诺有把握做到的才做出承诺言而有信言而有信必须实现每个许下的诺言必须实现每个许下的诺言God will only help those Who help themselves.自助者，天助。自助者，天助。FOUR A 四个四个AAppreciation 敬业乐业敬业乐业Action 行动行动Attitude 态度态度Appearance 仪容仪表仪容仪表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。Accept mistake but dont 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。LearningAny one who stop leaning is old,whether at 20 or 80.Any one who keeps lea