华美达国际集团质量提供优质服务.ppt

Selection of Hotel 酒店特质 Quality Service = Guest Satisfaction 优质服务 = 客人满意 Quality Service Delivery…… ……Implementation如何提供优质的服务？ Hiring staff with quality service behaviour. 聘用行为及服务举止合格的员工。 What characteristics should Front of House associate possess to provide Quality Service?要提供优质服务，前线员工需要具备哪些素质： Incentive/ Recognition program are helpful in promoting Quality Service Delivery. Reward employee who exemplify quality service behaviour. 激励和认知机制有助于发扬优质服务。对在服务中表现突出的员工给予奖励。 Our Guest Satisfaction Survey: 2QA is an important tool to improve Guest Service Delivery of your hotel. 对客人满意度的调查： 2QA活动对你的酒店推动对客服务质量来说，是个非常重要的工具。 Through 2QA, we can recognize guests displeasures and devise ways to improve our services. 根据2QA，我们能知道客人在哪些地方不满意，并作出计划提高我们的服务。 Formation of Quality Service Delivery team to formulate new strategies to increase guests satisfaction. 组成服务质量小组，阐述新的策略来提高客人的满意度。 * Quality Service Delivery 提供高品质服务 WELCOME TO “Quality Service Delivery” 欢迎加入讨论 “提供优质服务” Quality 品质 Price 价格 Brand 品牌 - Service comes from the heart. 用心服务。 Training to develop your employees to follow standards of service delivery. 培训你的员工遵循优质服务的标准。 Product Knowledge 熟知产品 Presentation Skills 表达能力 Team Player 团队组织 Ability to read People 察言观色 Planning and Strategy 策略计划 Passion for Excellence 高度热情 - Follow Ex.C.E.E.D. service delivery standards. 遵循Ex.C.E.E.D. 服务标准。 Ex.C.E.E.D. Service Delivery Standard 遵循Ex.C.E.E.D. 服务标准 Quality Service Delivery is our service culture, service commitment and our service behavior. This is what we were, are and always will be, all about. 提供优质服务，是我们的服务文化、服务承诺和服务行为。它是我们曾经做、现在做，而且会一直继续做下去的事情。对所有的工作都是如此。 Quality Service Delivery 提供高品质服务 * Quality Service Delivery 提供高品质服务