凯悦酒店01-01 How to Greet and Welcome a Guest.pptVIP

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客 Objective 目标 By the end of this session, our objective is to ensure that you have learned “How to greet and welcome a Guest” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会 按照我们酒店的标准，自信地问候和欢迎客人。 Any Questions? 有问题吗？ Prepare to Greet the Guest准备问候客人 What would we consider about our body language when greeting a guest? 问候客人的时候，应该如何运用肢体语言？ Genuine smile 真诚的微笑 Body posture 身姿优雅 Appearance 外表 Prepare to Greet the Guest准备问候客人 What would we consider about our body language when greeting a guest? (Cont’d) 问候客人的时候，应该如何运用肢体语言？（续） Grooming 仪容仪表 Uniform 制服 Prepare to Greet the Guest准备问候客人 How important is it to greet and welcome a guest? 问候和欢迎客人, 有多重要？ Extremely! 极其重要！ It is very important to create a good first impression with our guests 给客人留下良好的第一印象是非常重要的 First impressions are lasting Impressions 第一印象是持久印象 2. Greet the Guest问候客人 How far away from us should a guest be before greeting them? 向客人问候时，应该距离客人多远？ Approximately 1.5 meters 大约1.5米 2. Greet the Guest问候客人 Remember： 记住： Smile as we really mean it 发自内心的微笑 Establish good eye contact 建立良好的目光接触 Maintain good body posture 保持身姿端正 Speak slowly and clearly 口齿清晰，语速适中 2. Greet the Guest问候客人 What would we say to the Guest? 我们要和客人说什么？ “Good morning / afternoon / evening, Sir / Madam. Welcome to XXX (Outlet Name).” “先生/女士，早上好/下午好/晚上好。 欢迎光临XXX(餐厅名称)。” Use guest’s name if we know 尽量称呼客人的名字 2. Greet the Guest问候客人 Who is responsible for greeting our guests? 谁负责问候我们的客人？ Everyone 每个人 Checking the Standards标准核对 Questions 问题 What would we consider about our body language when