酒店前台服务礼仪课件.pptx

“宾至如归”的感觉;“微笑服务”的鼻祖—希尔顿;希尔顿总结自己的成功10条秘密： ;学习步骤：;前厅部的机构：;培训内容;一、门童服务礼仪;一、门童服务礼仪;一、立岗时; 标准站姿;二、车辆到店时;三、客人进店时;四、客人离店;案例:当客人被车门夹伤后？;第二天;法院裁决：;案例分析:如何因祸得福？;二、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪。;一、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪;一、接待服务礼仪;案例：该不该享受公司合同价？;评析：;礼仪公关：;三、总台问询服务礼仪;四、前台推销礼仪;1.知识;2.努力争取客源;3.了解客人通常的问题;4.建立信息库;5. 必问问题;6.推销客房;推销客房时可采用以下说法：;实训练习三;“宾至如归”的感觉！;1、Genius only means hard-working all ones life. (Mendeleyer, Russian Chemist)? 天才只意味着终身不懈的努力。20.8.58.5.202011:0311:03:10Aug-2011:03 2、Our destiny offers not only the cup of despair, but the chalice of opportunity. (Richard Nixon, American President )命运给予我们的不是失望之酒，而是机会之杯。二〇二〇年八月五日2020年8月5日星期三 3、Patience is bitter, but its fruit is sweet. (Jean Jacques Rousseau , French thinker)忍耐是痛苦的，但它的果实是甜蜜的。11:038.5.202011:038.5.202011:0311:03:108.5.202011:038.5.2020 4、All that you do, do with your might; things done by halves are never done right. ----R.H. Stoddard, American poet做一切事都应尽力而为，半途而废永远不行8.5.20208.5.202011:0311:0311:03:1011:03:10 5、You have to believe in yourself. Thats the secret of success. ----Charles Chaplin人必须相信自己，这是成功的秘诀。-Wednesday, August 5, 2020August 20Wednesday, August 5, 20208/5/2020 6、Almost any situation---good or bad---is affected by the attitude we bring to. ----Lucius Annaus Seneca差不多任何一种处境---无论是好是坏---都受到我们对待处境态度的影响。11时3分11时3分5-Aug-208.5.2020 7、Although the world is full of suffering, it is full also of the overcoming of it.----Hellen Keller, American writer虽然世界多苦难，但是苦难总是能战胜的。20.8.520.8.520.8.5。2020年8月5日星期三二〇二〇年八月五日 8、For man is man and master of his fate.----Tennyson人就是人，是自己命运的主人11:0311:03:108.5.2020Wednesday, August 5, 2020 9、When success comes in the door, it seems, love often goes out the window.-----Joyce Brothers成功来到门前时，爱情往往就走出了窗外。11:038.5.202011:038.5.202011:0311:03:108.5.202011:038.5.2020 10、Life is measured by thought and action, not by time. ——Lubbock 衡量生命的尺度是思想和行为，而不是时间。8.5.20208.5.202011:0311:0311:03:1011:03:10 11、To make a lasting marriage we have to overcome self-centeredness