对客服务I讲述.ppt

GUEST SERVICE 对客服务 Why are our guests different from one another?为什么我们的客人会彼此不同？ AGE 年龄 NATIONALITY 国籍 PROFESSION 职业 PERSONALITY CHARACTER 个性与性格 Why are our guests different from one another?为什么我们的客人会彼此不同？ Previous hotel experience 住以前酒店的经历 The price they pay to your hotel 他们所付给酒店的价格 Current moods or feelings 客人当时的情绪或感觉 Self-respect and ego 自尊与自我 Pre-set notion about your hotel 对于你酒店先入为主的看法 To serve our guests effectively, therefore weshould - 为了向客人提供高效的服务，我们应该 BE PATIENT 耐心 SHOW EMPATHY 用“心” SHOW HOW IMPORTANT THEY ARE 表示对客人的重视 ATTENTIVE, HELPFU