如何預(yù)期客人的需求

1、Anticipating Guest Needs 預(yù)知客人需求Objective 培訓(xùn)目標(biāo) At the end of the training, you will本次培訓(xùn)結(jié)束時，將能夠：To understand that we need to satisfy guest needs before request 明白需要在客人提出要求前就能滿足他們的需求To understand that how to anticipate guest needs to delight them 明白如何預(yù)知客人的需求，并令其喜出望外Respect 尊重 Courtesy 禮貌Helpful 樂于助人Si

2、ncerity 真誠Service Core Value待客之道Personal responsibility to the service experience個人對于服務(wù)的責(zé)任Skills for Service 服務(wù)的技巧Initial contact (meeting and greeting)初步接觸Identifying guest needs認(rèn)知顧客需求Delivering Refined Service 提供精致的服務(wù)Why anticipate guest needs?為什么需要預(yù)知賓客需求？解答賓客需要及需求的 3 個 B基本更好最好！最好：我知道答案并提供更多的信息，還有

3、額外的幫助基本： 我知道答案并告訴客人更好：我知道答案，并且能提供更多的信息最好：從我們酒店出發(fā)，需要大約 20 分鐘。乘坐普通交通工具 在交通擁擠的情況下需要 45 分鐘。是否需要我為您安排交通工具，您的航班幾點(diǎn)出發(fā)？基本： 從我們酒店出發(fā)，需要 20 分鐘。更好：從我們酒店出發(fā)，需要大約 20 分鐘。乘坐普通交通工具，在交通擁擠的情況下需要 45 分鐘?；靖米詈?！去機(jī)場需要多久？Anticipating can make guest feel that we attach importance them, and thank them for their patronage.預(yù)知能使客

4、人感到我們重視他們，感謝他們光顧。What is anticipating guest needs?什么是預(yù)知賓客需求？Satisfy guest needs before request在客人提出要求之前就滿足客人的需求Hint？How to anticipate guest needs?如何預(yù)知賓客需求？一位商務(wù)客人在前臺辦理入住手續(xù)時顯得匆忙，預(yù)訂單上顯示這位客人是參加一項(xiàng)重要會議的代表，這項(xiàng)會議第二天將在飯店舉行。他本應(yīng)在三個小時前到達(dá)，但由于飛機(jī)晚點(diǎn)，他來晚了。拿到房卡鑰匙時，他看了看表，說：“我一個小時后要去參加一個招待會，巴黎廳在哪兒？”（客人當(dāng)時穿著休閑裝）。你能預(yù)見到客人有哪

5、些需求？Listen to guest 聆聽客人的談話1.Observation 觀察2.How to anticipate guest needs?如何預(yù)知賓客需求？Rich preparation 充分的準(zhǔn)備3.Listening to Guest 聆聽客人的談話Different “quality of listening” 不同的“聆聽質(zhì)量”Not Listening聽而不聞Listening to Somethingelse在聽另一件事Interrupted Listening聆聽受到干擾Total Listening完全傾聽？What I hear!我所聽到的！Listening聆

6、聽Hearing does not equal listening聽到不等于聆聽Listening is active, giving full attention to the guest to better understand the message they are communicating聆聽是主動的，給顧客全部的關(guān)注以更好地了解他們想要溝通的信息。Listening shows respect for the guest and helps to uncover their real message and need, i.e. what is behind their word

7、s聆聽表明了對顧客的尊重并揭示他們的真正信息和需求，比如：他們的言外之意。To understand what the guest really wants理解顧客的真正所需To prevent misunderstandings and mistakes避免誤解和錯誤To provide insights about what else can be done to improve guest service洞察其他所能做的事To build long-term guest relations建立長期的顧客關(guān)系Listening聆聽Nonverbal Communication非語言交流55

8、% of what we communicate is done through means other than words!我們55的交流是通過語言之外的途徑5545Non-Spoken Signs非語言標(biāo)志 Spatial relationship to guest 與顧客的空間關(guān)系Eye contact目光接觸Eyebrows，Mouth眉毛，嘴Body Posture 身體姿態(tài)Physical Contact 身體接觸Observation 觀察How many horses？13Observation 觀察專注 Attentive思考 ThinkingRich Preparation 充分的準(zhǔn)備Fail to prepare is preparing to fail!失敗的準(zhǔn)備就是準(zhǔn)備失??！Preparation before the work 工作前的準(zhǔn)備 Enrich personal knowledge 豐富個人知識Take Action