FD-SOP-003-social skills.docVIP

前台FRONT DESK 部门/区域：DEPARTMENT/ AREA: fD 接待处fD RECEPTION 服务内容/工作职责：SERVICE/ TASK: fD-sop-003 社交技巧 social skills 标准： STANDARD: 以友好的态度、丰富的知识把握销售机会To have the right attitude and product knowledge to recognize sales opportunities. 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 员工亲切而乐于助人That staff are pleasant and helpful 积极的肢体语言Have positive body language 以微笑迎接宾客和同事，并随时保持积极的表情Greet the guest and colleagues with a smile and maintain good positive expressions at all times. 站直Stand upright. 手不能在口袋里，或交叉，应自然下垂Hands free, not in the pockets or folded 双脚平站，不能歪斜Both feet flat on the ground, not leaning. 舒展而积极的肢体语言和姿势Open and positive body language and posture. 注意力集中 Be attentive at all times 英语/普通话吐词清楚Speak clearly in English/local language 语音语调正确并表现出真正感兴趣Have the correct tone of voice and express genuine interest 讲话Speech 得体礼貌Be tactful and courteous 保持良好的情绪 Maintain good humor and even tempered 当为宾客指路时保持目光交流Maintain eye contact when addressing the guest 以专业眼光观察并见机行事Look and act professional 总是显出自信Always appear confident 认真倾听并回应宾客Listen carefully and respond to guests accordingly 交谈时至少两次以姓名称呼宾客Use the guest’s name at least twice during conversation 以开放式问题提问以确认其需求Ask open-ended questions to identify needs. 吐词清楚并随时注意保持良好的语调Speak clearly and maintain a good tone of voice at all times 向宾客作好解释工作。Be specific in your explanations 有任何疑问向同事咨询Consult your colleagues if any doubt arises 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 被认出To be recognized 亲切而友好的接待To be treated in friendly and courteous manner 被倾听To be listened to 目光交流，致以问候Make eye contact and greet 与宾客交谈时注意目光交流Make eye contact while speaking to guest 向宾客致以热烈而友好的欢迎“XX先生，早上好，可以为您做些什么吗？”Give guest a warm and friendly welcome, “good morning, Mr. X, how may I help you” 使宾客感觉舒适而安全Make the guest feel comfortable and safe 一旦知道，用正确地称呼或姓名称呼客人Refer to the guest twice by the correct title and name once known. 通过开方式问题发现宾客的需求Establish the