服务技巧培训讲解.ppt

前厅部服务技巧培训FRONT OFFICE SERVICE SKILL TRAINING 客人为什么会选择不同的产品？ Only “Very Satisfied” Customers Are Loyal!在被问到：“您会再度光顾吗？” 这个问题时，只有对饭店服务表示“非常满意”的顾客才会作出肯定回答。 Customer Delight 顾客满意反馈信息图 为什麽要让客人满意？ Why do we satisfy the guests? 满意的客人 Satisfied guest = 回头客人 Return guest = 酒店出租率高 High occupancy = 继续雇用 Employment + 进步机会 Improvement 问候客人的要点是什么？ What is the most important points in greeting guests? Smile, make eye contact 微笑，目光接触 Offer an appropriate hospitality greeting/comment 适当地向客人表示欢迎 Use the guest’s name if known, or use other title of respect. 称呼客人的姓名，或用其他尊称 情 景 实 践 Examples of appropriate greetings 一位提包的客人由入口向前台走去。 A guest is approaching the Reception from the entrance, carrying bag. 史密斯先生来到富乐阁咖啡厅吃早餐，遇见咖啡厅的领位员 Mr. Smith meets the hostess of Nova CaféGrill when arriving to have breakfast. 早晨，客房服务员碰见正从房内走出的客人 A Room Attendant meets a guest when the guest comes out of her room in morning. 门童看见客人走出来，身后是手提行李的行李员 The Doorman meets a guest coming out with a Bellman carrying the luggage. 沟通的三种方式The three ways we communicate 说什么－ 表达时用的言词 What we say - the words we speak 如何说 － 说话时的语气语调 How we say it - our tone of voice 身体语言 － 非语言的表达 Body Language - what we do without words 推销我们饭店 Promote our hotel 1. 判断销售机会 Grasp sales opportunity 2. 倾听客人需要 Listen to the requirement 3. 推销君豪特设施和服务 Promote the facility and service of Sovereign 4. 抓住机会推销更高级的服务、产品和客房 Take the opportunity to promote the high Service, product and rooms. 当客人提要求时，他们将会有….. When guests have a request, they have 两 个 期 望 TWO NEEDS 要求采取行动 To have action taken 希望被告知已经采取行动 To be aware that action is being taken 处理问题的步骤 Handling requests 1. 倾听以了解事实 Listen to get the facts 2. 向客人解释你能做