酒店培训：建立标准.pptVIP

SETTING STANDARDS建立标准 COURSE OBJECTIVE 章节目标 A statement describing the required product or service against which actual performance can be measured. 对需要的产品或服务的陈述，其实际工作表现可以被衡量 A standard establishes exactly what our customers should receive, for example 标准确立了我们应当为客人提供的服务，例如: A greeting with a smile 带着微笑的问候 A bar of soap 一条香皂 No burnt out light bulbs 没有烧坏的灯泡 DEFINITION OF A “SERVICE” STANDARD 　　“服务”标准的定义 The giving of assistance or provision of something to guest and staff. It always concerns what we do and how we do something; how we act, speak, behave