洲际酒店服务培训.ppt

Identify the most frequently asked questions in our hotel 找出在酒店内经常会问到的问题 Identify three resources you can use to answer a guest’s questions 确定寻找客人问题答案的三个来源 Describe the importance of offering options when answering a guest’s questions 描述在回答问题时提供选择的重要性 Describe a Holiday Inn Encounter 描述一次假日酒店接触 List the four questions in Anticipating Needs 列出在预计需要时的四个问题 Recent studies 最近的研究表明 knowledge + responsiveness + friendliness 员工的知识 ＋ 员工的反应灵敏 ＋ 员工的友善 What questions would you have if you had never been to QinHuangDao before?如果你从未来到过秦皇岛、北戴河，你会对这个城市有什么样的问题？ What questions would you want to know if you had never stayed in XinHua Holiday Hotel before?如果你从未入住过新华假日酒店，你想了解这家酒店的哪些内容？ What questions would you receive about the company and its sister properties?客人会问你哪些有关于你们酒店以及与姐妹酒店有关的问题？ Take ownership主动承担责任 What are the sources that you can turn to so as to find the answer?你从哪些地方可以找到问题的答案？ As service providers, our success is measured through one guest at a time, one interaction at a time.作为服务的提供者，我们的服务成功与否来自于我们与每一位客人的每次接触。 The opportunity to win or lose guest’s loyalty是我们赢得或失去客人忠诚度的机会 Holiday Inn Encounter: An opportunity for making the ordinary, extraordinary!假日酒店的经历：是使我们的服务变得不平凡的机会 In 24 hours, how many encounters does a guest have with our associates? 在24小时里,客人会和我们的员工接触多少次? Entering the hotel:Ordinary vs. Extraordinary进入酒店: 普通的和出色的 * * Answer and Anticipate 回答与预计 ?????????????????????????????????? Objectives 目 标 Objectives目标 Answer and Anticipate 回答问题与预计需要 = 21% of our GSTS scores 构成了 宾客满意度的21%! Small Group Exercise - Frequently Asked Questions 小组练习-常问的问题 The Service-Profit Chain 服务-利润链 Associate Satisfaction 员工满意 Guest Sa