凯宾斯基酒店集团顾客服务课程.ppt

GUEST SERVICE 对客服务 Why are our guests different from one another?为什麽我们的客人会彼此不同？ AGE 年龄 NATIONALITY 国籍 PROFESSION 职业 PERSONALITY CHARACTER 个性与性格 Why are our guests different from one another?为什麽我们的客人会彼此不同？ Previous hotel experience 住以前酒店的经历 The price they pay to your hotel 他们所付给酒店的价格 Current moods or feelings 客人当时的情绪或感觉 Self-respect and ego 自尊与自我 Pre-set notion about your hotel 对于你酒店先入为主的看法 To serve our guests effectively, therefore weshould - 要给客人高效的服务，我们应该 BE PATIENT 要耐心 SHOW EMPATHY 用心 SHOW HOW IMPORTANT THEY ARE 表示对客人的重视 ATTENTIVE, HELPFUL CARING 表示对客人的关注，帮助与 关心 REMEMBER NOT ONLY WORDS COUNT请记住 —— 不能只靠“说”，还应该… ATTENTIVE ATTITUDE 表示关注的态度 NODS OF AGREEMENT 表示赞同的点头 SWEET SMILE 甜甜的微笑 FINDING BEST SOLUTION 找到最好的解决方法 DO IT FAST AS IF THERE IS NO TOMORROW…. 竭尽全力快速地去做，仿佛过了今天就没有了明天 Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别 “Dear Hotel Manager, 亲爱的酒店经理 “The difference to my mind between a 4 and 5 star hotel has a lot to do with my expectations. When I am staying at a 5 star hotel, whether for business or pleasure, I expect all my needs and requirements to be anticipated and to not have any problems in getting what ask for in any way of extras. Pamper me!” “在我的头脑中4星与5星级酒店的区别与我的期望有很大的关系. 当我无论是因公事或游玩而住在一家5星级酒店时, 我期望我所有的需求都被酒店的服务员所预见到, 而且不管我提出何种额外的要求, 服务都不会出错. 一切都要宠着我!“ Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别 “I expect my room to be spacious, immaculately clean, quiet and tastefully decorated and appointed with top of the line furnishings and a few added touches such as flowers, cushions, nice wall hangings, etc. I expect a top grade bed and pillows, a well stocked fridge, an in-room safe, lots of channel choices on TV, fine toiletries, a bathrobe, at least two phones, a writing desk with plenty of supplies, computer hook-up, a sitting area, excellent lighting as well as good drapes that block out any daylight when drawn.” 我期望我的房间是