酒店对客服务意识customer-service-mind.ppt

对客服务意识Customer Service Mind 对客服务意识 Customer Service Mind 客人与我们的关系 The relationship between guests and staff 服务 Service 我们服务的标准 Our Service Standard 服务 Service 服务：帮助他人并使他人收益，同时自己受益 Service: help other people and make other and self to get benefit 服务＋：金钱/体验 Outstanding service: Money/Experience 客人住店满意程度（体验）＝客人期望＋/－服务 Guest resident satisfaction (experience)= guest expectation+/-service 服务细节？ Detail Service? 服务的标准 Service Standard 我们万达的价值观在酒店的员工的互动中得到体现，从而将最优质的专业服务传递给每一位客人。 Our Wanda Values are owned and energized by all hotel staff in all interactions. They serve our universal commitment of providing the best possible service to each and every of our guests. 所有的员工都能理解并在日常与客人和同事的沟通中，使用相同语言。 Our Language is understood by all staff, and used on a daily basis when interacting with guests and other ambassadors. This common language gathers all staff together with the same codes. 所有酒店员工均有责任维护全酒店的声誉，预防及改善不足点是保护 与巩固服务成功的关键。 Defect prevention is the key to service excellence, identify and ensure defects rectification. All hotel staff are responsible for cleanliness, maintenance and organization of the whole hotel premises. 服务的标准 Service Standard 每位员工都有义务维护酒店安全，任何紧急情况下均致力保护客人及酒店财产 ，及时纠正及汇报任何涉及安全问题的情况。 Safety security is the responsibility of all staff. Know your role in an emergency situation in protecting guests and hotel assets. Report any safety concern immediately and correct them if possible