《饭店服务标准化饭与店人行为通则.ppt》由会员分享，可在线阅读，更多相关《饭店服务标准化饭与店人行为通则.ppt（22页珍藏版）》请在金锄头文库上搜索。
1、饭店服务标准化与饭店饭店服务标准化与饭店人行为通则人行为通则(香港凤凰酒店管理有限公司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广东区旅游饭店星级评定检查员Newman LiuEvaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20241服务的标准化与个性化服务的标准化与个性化饭店产品的特性决定了服务标饭店产品的特性决定了服务标准化的本质规定。准化
2、的本质规定。消费需求的拉动了服务标准化消费需求的拉动了服务标准化进程。进程。政府与行业组织的作用。政府与行业组织的作用。标准化日渐发展的今天，个性标准化日渐发展的今天，个性服务的空间不仅没有缩小，反服务的空间不仅没有缩小，反而扩大了。而扩大了。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20242要达到客人要达到客人100%100%的满意的满意客人是我们的客人是我们的衣食父母衣食父母客人有客人有内部内部
3、客人和客人和外部外部客人之分客人之分客人客人无贵贱无贵贱之分。之分。无论是白种人，还是黑种人；无论是白种人，还是黑种人；无论是中国人，还是外国人，无论是中国人，还是外国人，我们都要我们都要一视同仁一视同仁。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20243Six Basic Service Expectations客人对服务的六个基本期望客人对服务的六个基本期望Courteous 礼貌周到礼貌周到F
4、ast 快捷快捷Friendly 友好友好/ /友善友善Complete 完善完整完善完整Helpful 乐于助人乐于助人Attentive 注意周到注意周到Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20244Magic Words有魅力的话有魅力的话Courteous Words有礼貌的话有礼貌的话Put your smile into your voice将你的微笑融入到你的声音中去将你的微笑融入
5、到你的声音中去Always get ready with the answer随时准备好答案随时准备好答案PleaseThank youSorryEvaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20245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两年后做
6、什么。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20246The guest is always right, 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。把理让给客人。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0
7、.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20247It is not what you say,It is also how you say it.Voice PaceToneVolumeEvaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20248How may I help you?我怎样才能帮助您？我怎样才能帮助您？May I have your name p
8、lease?请问您贵姓？请问您贵姓？Right this way, please.您这边请。您这边请。Would you care for any dessert?您想来点甜点吗？您想来点甜点吗？Did you have a pleasant stay with us?您入住得愉快吗？您入住得愉快吗？Thank you for staying at Hotel, please come & see us again. 谢谢您入住谢谢您入住酒店，请再次光临。酒店，请再次光临。 Useful SentencesEvaluation only.Created with Aspose.Slides f
9、or .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20249Three Principles of Good Listening 好的聆听技巧的三条准则好的聆听技巧的三条准则Listen, listen and listen. Never jump to conclusions. 聆听，先不要急于下结论。聆听，先不要急于下结论。Always repeat. Restate to clarify understanding. 重复重复- -重新阐述以明确理解的准确性。重新阐述以明确理解的准确性。
10、Ask questions if necessary. 必要时，提问问题。必要时，提问问题。Listen for the guests feeling. 听弦外之音听弦外之音- -倾听客人的感受。倾听客人的感受。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/202410God will only help those, who help themselves.自助者，天助。自助者，天助。I would r
11、ather teach you how to fish, than to give you a fish everyday.赠之以鱼，不如授之渔。赠之以鱼，不如授之渔。Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024111. 1.接待宾客接待宾客接待宾客接待宾客 GREETING THE GUEST GREETING THE GUEST当离宾客三米远时，面带微笑迎候他们。当离宾当离宾客三米远时，面带
12、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客一米五远时，热情而真诚地向他们道声： 早早安安 / / 午安午安 / / 晚上好晚上好 / / 晚安。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: say Good morning /
13、good afternoon / good evening or good night. Good morning, sir.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024122. 2.称呼宾客称呼宾客称呼宾客称呼宾客 OUR GUEST HAVE NAMES OUR GUEST HAVE NAMES尽可能称呼宾客的姓名。尽可能称呼宾客的姓名。I will use guests names whe
14、never possible.早上好，哈利先生！早上好，哈利先生！欢迎您回来！欢迎您回来！Good morning, Mr. Halley! Welcome back！谢谢！谢谢！Thank youEvaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024133. 3.称心如意称心如意称心如意称心如意 - - 使宾客百分之百满意使宾客百分之百满意使宾客百分之百满意使宾客百分之百满意是每位员工的基本职责。是每位
15、员工的基本职责。是每位员工的基本职责。是每位员工的基本职责。100% GUEST SATISFACTION is my responsibility.100% GUEST SATISFACTION is my responsibility.任何人接到宾客的投诉或要求时，应保证亲力亲为直任何人接到宾客的投诉或要求时，应保证亲力亲为直至完满解决。对任何的投诉或要求应在至完满解决。对任何的投诉或要求应在1515分钟之内作分钟之内作出反应，在出反应，在3030分钟之内予以核对，以保证问题得到迅分钟之内予以核对，以保证问题得到迅速解决。决不对宾客说速解决。决不对宾客说 没有没有 或或 NONO ，应积极
16、向他，应积极向他们提供创造性的、可供选择的建议。如不知如何回应们提供创造性的、可供选择的建议。如不知如何回应宾客，应立即寻求其他同事的帮助。宾客，应立即寻求其他同事的帮助。When I received a guest complaint or request, own it and ensure complete personal follow-up till every single request or complaint is solved. I will respond within 15 minutes and follow up within 30 minutes to ensu
17、re things are done. I will not say NO or 没有没有. I am creative enough to offer alternatives. When I don t know the answer to a question, I will find someone who knows.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024144.团队合作团队合作
18、 100% TEAMWORK在工作中自始自终保持愉悦的心情在工作中自始自终保持愉悦的心情, ,创造和谐温馨的工作氛围。舍小我创造和谐温馨的工作氛围。舍小我, ,顾大我。同事间开展积极诚恳地交流顾大我。同事间开展积极诚恳地交流, ,不在背后议论别人。不在背后议论别人。While working, I will also have fun and will create a good working atmosphere - less ME and more WE. I will always talk positively about my colleagues.我们共同努力来达到客人的满意我们
19、共同努力来达到客人的满意We work together to make our guests happy!Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024155. 5.护送宾客护送宾客护送宾客护送宾客 ESCORT OUR GUESTS ESCORT OUR GUESTS在可能的情况下，护送宾客前往酒店在可能的情况下，护送宾客前往酒店内的某一场所，而不是用手示意。内的某一场所，而不是用手示意。Wh
20、enever possible, I will escort guests to their destinations within the hotel instead of pointing out the directions. 您请随我来，好吗？您请随我来，好吗？Would you please come with me?Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024166. 6.专业仪容专
21、业仪容专业仪容专业仪容 LOOK PROFESSIONALLOOK PROFESSIONAL 宾客对你的第一印象是专业的仪容。为自宾客对你的第一印象是专业的仪容。为自已的仪容而自豪。随时佩带名牌、着干净已的仪容而自豪。随时佩带名牌、着干净整洁的制服、鞋子，绝对注重个人卫生。整洁的制服、鞋子，绝对注重个人卫生。The image I project to guests is my first impression. I take pride in my appearance. I always wear a name tag, uniform clean, crisp, shoe shined
22、and 100% personal hygiene. Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/202417头发个人饰物姓名牌制服外套戒指裤子皮鞋领结领带面部清洁衬衣手的清洁袜子大家好大家好大家好大家好! ! 我叫小明我叫小明我叫小明我叫小明Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Co
23、pyright 2004-2011 Aspose Pty Ltd.7/26/2024187. 7.电话礼仪电话礼仪电话礼仪电话礼仪 TELEPHONE COURTESY TELEPHONE COURTESY电话礼仪是每位员工留给宾客的第一印象。电话礼仪是每位员工留给宾客的第一印象。三声铃内用悦耳的声音接听电话。三声铃内用悦耳的声音接听电话。例：例：“ “ 望江宾馆餐饮部，望江宾馆餐饮部，早上好早上好 / / 中午好中午好 / / 晚上好，晚上好， 我是我是XXXX， 有什么需要我为您效劳的吗？有什么需要我为您效劳的吗？ A ringing telephone is the first impr
24、ession I make on our guests. I answer the telephone within 3 rings with a smile in my voice- wangjiang Hotel, Good morning/good afternoon/good evening, This is XX, How may I help you? Wangjiang Hotel Good morning.This is XX. How may I help you?Evaluation only.Created with Aspose.Slides for .NET 3.5
25、Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/202419. . 8. 8.安全第一安全第一安全第一安全第一 SAFETY FIRSTSAFETY FIRST牢记自已在紧急情况中扮演的角色。牢记自已在紧急情况中扮演的角色。有危机，不逃避。如遇危急情况、有危机，不逃避。如遇危急情况、 人员受伤或是你需要援助时人员受伤或是你需要援助时, ,应立即应立即向主管上司报告。向主管上司报告。I must know my role during emergency situations. Immediately notify m
26、y supervisor of any hazard, injuries, faulty equipment or any assistance or needs I have. Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/2024209. 9.节约能源节约能源节约能源节约能源 SAVE TREES & WATER SAVE TREES & WATER注重保养及维修酒店的设备。保护酒店的注重保养及维修酒
27、店的设备。保护酒店的财产和物品是每位员工义不容辞的职责。财产和物品是每位员工义不容辞的职责。I will practise energy conservation and proper maintenance and repair of hotel property. It is my responsibility to protect the assets and goods of Swisstel.This still can be used!这块木头还能用！这块木头还能用！Lets find a way to save water.咱们想个节水的办法吧！咱们想个节水的办法吧！Evalua
28、tion only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/20242110.10.推销酒店推销酒店推销酒店推销酒店 PROMOTE MY HOTEL PROMOTE MY HOTEL熟悉了解酒店。优先推销酒店熟悉了解酒店。优先推销酒店的餐饮及其他设施。的餐饮及其他设施。I know my Hotel well. I always sell my hotels restaurants and facilities first. I will recommend you our chef s salad. OK, we will try that.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.7/26/202422
