《be my guest我的宾客》.pptVIP

Smile makes a beautiful life Guest Interactions 1 - 8 Guest Interactions Guest Interactions客人交往 Programme Objectives课程目标 List 8 challenging guest interactions and demonstrate the steps to take for each, understanding why these are important 列举出8个具有挑战性的顾客交往的情况并演示处每一个情况的步骤。 Understand what a good basic interaction should contain 理解顾客基本交往包括哪几方面 State examples of how the basic skills learned are to be used in each interaction 列举出顾客基本交往中如何运用我们曾经学过的基本技能 Syndicate Exercise Objectives课程目标 By the end of this session you will be able to 在课程结束后你将能够 State the steps in a basic interaction and why each is important 陈述基本交往的步骤并解释其重要性 Demonstrate a good interaction in a role play 示范演示一个好的服务场面 Steps of Basic Guest Interaction和客人基本交往的步骤 Recognise or approach the guest, ask questions to determine guest’s needs promptly 认可或接近客人，并寻问适当的问题迅速的确认客人的需求 Fulfill the guest’s request, or if necessary, refer to another employee 完成客人的要求，如必要，引导给相关的员工 If appropriate, explain hotel services 如合适，解释酒店服务信息 Thank the guest (by name if possible) and encourage him or her to request additional help if needed 感谢客人(如可能请称呼客人的姓名)并鼓励他/她提出其它服务并给予满足 Steps to Referring转交的步骤 After understanding the request, explain that another person can help more effectively 理解了客人的需求之后，解释另一个一个会更高效的为客人服务 Introduce the other person and summarise the situation from the guest’s point of view 介绍其他人并从客人的角度总结一下情况 Skills Practice技能实践 Handling more than 1 Guest at a time同时服务多个客人 Objectives目标 By the end of the session you will be able to 在课程结束后你将能够 List the 4 action steps to handle more than 1 guest at a time 列举出在同时为1个以上客人服务时的4个行动步骤 Demonstrate the skills to use, in a role-play 在角色扮演中示范可用到的技能 Acknowledge the waiting guest as quickly as possible 尽快的认知并示意等候的客人 At a natural break with the first guest, excuse yourself and ask the second guest how you can be of help 自然打断第一位客人，委婉解释后，为第二位客人提供帮助 Respond to the seconds guest’s request and, when appropriate return to the first 对第二位客人的要求做出适当的反应，适时再回到第一位客人那里 4. Move back