proposal ahla培训大纲（建议培训大纲AHLA）.docVIP

proposal ahla培训大纲（建议培训大纲AHLA） This paper contributed by jefferylx. PPT document may at the WAP end of the browsing experience poor. Suggest you select TXT, or download the source file to the machine view. American Hotel Lodging Association Educational Institute American Hotel Lodging Association Educational Institute Customer communication Effect evaluation training course The training analysis Curriculum implementation Design and development Training Courses Outlines Comprehensive courses The quality of customer service Quality Guest Services English Hotel English hotel? Training Courses Outlines The quality of customer service Quality Guest Services Recommended reason: customer service quality is the most important concept of the hotel industry, is the first choice of hotel enterprise project. Object: the goal of training courses training base, middle-level staff: set up the staff quality of customer service concept, enhance the professional service awareness, grasp customer service skills of occupation. Training time: 2-3 days Training Courses Outlines The quality of customer service training program: Quality Guest Services Proposal Module 1: services core module: The Heart of service core Service - Identification of guests as the customer value; we know five standard guest service quality evaluation; the importance of understanding to provide quality services; the use of interactive technology; we understand and predict the needs of the guests; the master and skills with the method of guest interaction. Training Courses Outlines Module two: difficult processing module two: Handling Difficult Situations difficult situation that understand the problems occurring at the workplace. The analysis of various factors of the problem, identify what is the real problem and the optimal solution; if necessary, staff team to participate in solving problems; the use of strategies to solve the problems; the problems occurred in prediction and develop solutions. Training Cours