HYATT酒店集团服务的三角关系培训课程.doc

 The Service Triangle服务中的三角关系 Definition: Service Excellence定义：优质服务 Course Objectives课程目标 The Guest顾客 Argyle’s Customers雅阁的客人 Perception is Everything to the Guest客人的认知就是一切 Factors Affecting Guest Behaviour影响顾客行为的因素 Guest Expectations顾客期望 Brand Expectations品牌期望 The Service Professional服务专家 Factors Affecting the Behaviour of Service Professionals影响服务专家行为的因素 Initial Contact with the Guest与顾客的初步接触 Be Aware of Our Own Perceptions and Pre-Conceived Ideas注意我们自己的感觉与成见 Listening Skills聆听技巧 Body Language肢体语言 Delivering Exceptional Service提供优质的服务 Personal Contribution to the Overall Service Experience个人对整个服务体验的贡献 Dealing with Special Situations处理特殊情况 Touches of Argyle雅阁温情 Argyle Standards雅阁标准 Mission Statement使命 Culture Characteristics文化特质 Brand Standards品牌标准 Developing Guest Service Standards发展对客服务标准 Brand Contact品牌接触  The Service Triangle 服务中的三角关系 Definition Service Excellence优质服务的定义 Service excellence is the ability to anticipate, identify and meet the expectations of our guests and the passion and care to exceed those expectations.优质服务是指预见、识别并满足我们顾客期望的能力，以及超越这些期望的热情和关注。 Course Objectives课程目标 To be able to anticipate, identify and meet the expectations of our guests (our external customers).预见、识别并满足我们的顾客（我们的外部客人）对服务的期望。 To be able to identify internal customers and anticipate and meet their expectations.识别、预见并满足我们内部客人对服务的期望。 To state and utilise sources of information that define Argyle Hotel’s guest service standards.陈述并使用能详细说明雅阁酒店集团对客服务标准的信息资源。 To be able to use guest service skills to exceed the expectations of our guests wherever possible.尽可能使用对客服务技巧以超越我们顾客对服务的期望。  Argyle’s Customers雅阁的客人 Guests = External Customers顾客=外部客人 Hotel guests住店客人 Banquet and meeting guests宴会与会议客人 Restaurant and bar guests餐厅与酒吧客人 Spa and Fitness Centre guests温泉水疗与健身中心客人 Suppliers供应商 Potential employees潜在的员工 Local residents and neighbours of the hotel当地居民和酒店周边的邻居 Taxi drivers出租车司机 Employees – Internal Customers员工-内部客人 An Internal