飯店服務(wù)標(biāo)準(zhǔn)化與飯店人行為通則.ppt

2019/7/17,1,飯店服務(wù)標(biāo)準(zhǔn)化與飯店人行為通則 (香港鳳凰酒店管理有限公司),全國旅游飯店星級評定檢查員 廣東區(qū)旅游飯店星級評定檢查員Newman Liu,2019/7/17,2,服務(wù)的標(biāo)準(zhǔn)化與個性化,飯店產(chǎn)品的特性決定了服務(wù)標(biāo)準(zhǔn)化的本質(zhì)規(guī)定。 消費(fèi)需求的拉動了服務(wù)標(biāo)準(zhǔn)化進(jìn)程。 政府與行業(yè)組織的作用。 標(biāo)準(zhǔn)化日漸發(fā)展的今天，個性服務(wù)的空間不僅沒有縮小，反而擴(kuò)大了。,2019/7/17,3,Our Objectives: 學(xué)習(xí)目的,要達(dá)到客人100%的滿意,客人是我們的衣食父母,客人有內(nèi)部客人和外部客人之分,客人無貴賤之分。 無論是白種人，還是黑種人；無論是中國人，還是外國人，我們都要一視同仁。,2019/7/17,4,Six Basic Service Expectations 客人對服務(wù)的六個基本期望,Courteous 禮貌周到,Fast 快捷,Friendly 友好/友善,Complete 完善完整,Helpful 樂于助人,Attentive 注意周到,2019/7/17,5,Magic Words,有魅力的話,Courteous Words,有禮貌的話,Put your smile into your voice,將你的微笑融入到你的聲音中去,Always get ready with the answer,隨時準(zhǔn)備好答案,Please Thank you Sorry,2019/7/17,6,如果你不想做服務(wù)員， 那么你只有 把服務(wù)員做好了， 你才能不做服務(wù)員。,不要在乎你今天做什么， 而是要看你兩年后做什么。,2019/7/17,7,The guest is always right, even when he is wrong. 客人永遠(yuǎn)是對的， 即使是他錯的時候。,把理讓給客人。,2019/7/17,8,It is not what you say,It is also how you say it.,Voice Pace Tone Volume,2019/7/17,9,How may I help you?我怎樣才能幫助您？,May I have your name please?請問您貴姓？,Right this way, please.您這邊請。,Would you care for any dessert?您想來點(diǎn)甜點(diǎn)嗎？,Did you have a pleasant stay with us?您入住得愉快嗎？,Thank you for staying at Hotel, please come & see us again. 謝謝您入住酒店，請再次光臨。,Useful Sentences,2019/7/17,10,Three Principles of Good Listening 好的聆聽技巧的三條準(zhǔn)則,Listen, listen and listen. Never jump to conclusions. 聆聽，先不要急于下結(jié)論。 Always repeat. Restate to clarify understanding. 重復(fù)-重新闡述以明確理解的準(zhǔn)確性。 Ask questions if necessary. 必要時，提問問題。 Listen for the guests feeling. 聽弦外之音-傾聽客人的感受。,2019/7/17,11,God will only help those, who help themselves. 自助者，天助。,I would rather teach you how to fish, than to give you a fish everyday. 贈之以魚，不如授之漁。,2019/7/17,12,10 Service Credo,1.接待賓客 GREETING THE GUEST,當(dāng)離賓客三米遠(yuǎn)時，面帶微笑迎候他們。當(dāng)離賓客一米五遠(yuǎn)時，熱情而真誠地向他們道聲：“ 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: say “Good morning / good afternoon / good evening or good night. “,Good morning, sir.,2019/7/17,13,2.稱呼賓客 OUR GUEST HAVE NAMES,盡可能稱呼賓客的姓名。,I will use guests names whenever possible.,早上好，哈利先生！ 歡迎您回來！ Good morning, Mr. Halley! Welcome back！,謝謝！Thank you,2019/7/17,14,3.稱心如意 - 使賓客百分之百滿意是每位員工的基本職責(zé)。,100% GUEST SATISFACTION is my responsibility.,任何人接到賓客的投訴或要求時，應(yīng)保證親力親為直至完滿解決。對任何的投訴或要求應(yīng)在15分鐘之內(nèi)作出反應(yīng)，在30分鐘之內(nèi)予以核對，以保證問題得到迅速解決。決不對賓客說“沒有 “或“NO “，應(yīng)積極向他們提供創(chuàng)造性的、可供選擇的建議。如不知如何回應(yīng)賓客，應(yīng)立即尋求其他同事的幫助。,“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 ensure things are done. I will not say “NO“ or “沒有“. I am creative enough to offer alternatives. When I don t know the answer to a question, I will find someone who knows.,2019/7/17,15,4.團(tuán)隊合作 100% TEAMWORK,在工作中自始自終保持愉悅的心情,創(chuàng)造和諧溫馨的工作氛圍。舍小我,顧大我。同事間開展積極誠懇地交流,不在背后議論別人。,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.,我們共同努力來達(dá)到客人的滿意 We work together to make our guests happy!,2019/7/17,16,5.護(hù)送賓客 ESCORT OUR GUESTS,在可能的情況下，護(hù)送賓客前往酒店內(nèi)的某一場所，而不是用手示意。,Whenever possible, I will escort guests to their destinations within the hotel instead of pointing out the directions.,您請隨我來，好嗎？ Would you please come with me?,2019/7/17,17,6.專業(yè)儀容 LOOK PROFESSIONAL,賓客對你的第一印象是專業(yè)的儀容。為自已的儀容而自豪。隨時佩帶名牌、著干凈整潔的制服、鞋子，絕對注重個人衛(wèi)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 and 100% personal hygiene.,2019/7/17,18,頭發(fā),個人飾物,姓名牌,制服外套,戒指,褲子,皮鞋,領(lǐng)結(jié)領(lǐng)帶,面部清潔,襯衣,手的清潔,襪子,大家好! 我叫小明,2019/7/17,19,7.電話禮儀 TELEPHONE COURTESY,電話禮儀是每位員工留給賓客的第一印象。 三聲鈴內(nèi)用悅耳的聲音接聽電話。 例：“ 望江賓館餐飲部， 早上好 / 中午好 / 晚上好， 我是XX， 有什么需要我為您效勞的嗎？ “,A ringing telephone is the first impression 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?,2019/7/17,20,. 8.安全第一 SAFETY FIRST,牢記自已在緊急情況中扮演的角色。有危機(jī)，不逃避。如遇危急情況、 人員受傷或是你需要援助時,應(yīng)立即向主管上司報告。,I must know my role during emergency situations. Immediately notify my supervisor of any hazard, injuries, faulty equipment or any assistance or needs I have.,2019/7/17,21,9.節(jié)約能源 SAVE TREES & WATER,注重保養(yǎng)及維修酒店的設(shè)備。保護(hù)酒店的財產(chǎn)和物品是每位員工義不容辭的職責(zé)。,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! 這塊木頭還能用！,Lets