香格里拉酒店集团殷勤好客香格里拉情培训shangrilacareone程序.pptVIP

总体住店感受 赢得客人忠实感的服务 个性化认知 预测客人需求 机动灵活 解决问题，令客人喜出望外 香格里拉式殷勤好客 乐于助人 彬彬有礼 业务知识 工作效率 抵店感受 客务部 餐饮部 价值 Summary Customer Expectation Performance Monitor Customer Service Sins Five Core Values Same changes : “Shangri-La Hospitality” instead of “Asian Hospitality”, “Warmly Welcome and Caring Treatment” instead of “Home Away from Home”. New slide to emphasize the importance of customer experiencing the hospitality of the country that they visit. Change from Asian Hospitality to Shangri-La Hospitality SC I OHT 69 彬彬有礼是香格里拉式殷勤好客服务的另一项核心内容。 1. 彬彬有礼意味着文明礼貌、举止大方和细致周到。 2. 它给人留下永久的美好印象。 3. SC I OHT 70 预测需求 主动帮助 超前服务 乐于助人 SC I OHT 71 预测需求 主动帮助 超前服务 SC I OHT 72 以产品为中心 以客人为中心 SC I OHT 73 热情温暖 理解感受 真挚愿望 真诚质朴 温文尔雅 SC I OHT 74 相信真挚的人 信任 托付 SC I OHT 75 热情温暖 理解感受 真挚愿望 发自肺腑 SC I OHT 76 尊重备至 温良谦恭 彬彬有礼 香格里拉式殷勤好客 乐于助人 真诚质朴 对客人关怀备至，令他们喜出望外 New slide to explain why we need to learn and provide Shangri-La Care. Vision has been updated Customer feels that it is “Big Relief, Trauma is Over” instead of “I’m finally home.” Moving away from the home concept. Make our customers “Feel Special Important”, instead of providing a “Homely Welcome”. New slide to summarize the Travel Trauma. In the summary of Travel Trauma, emphasize that we will have to provide “Shangri-La Welcome and Treatment” instead of “Homely Welcome and Treatment.” This is reflected in our philosophy : Shangri-La Hospitality from Caring People. Summary of Guests’ Expectations: “Warmly welcome” instead of “Homely Welcome” OHT 28 – 37o, new sets of slides to explain Performance Monitor: What is Performance Monitor? Objectives What it does? How is it administered? The scoring system Updated results of the 15 indicators unit13 OHT# 23 SC 1 OHT 37 d unit13 OHT# 24 SC I OHT 37 e unit13 OHT# 25 SC 1 OHT 37 f unit13 OHT# 26 SC 1 OHT 37 g unit13