FBService洲际集团服务标准.ppt

* * * * * * * * * * * * * * * Smart Start Food and Beverage What is a Service Benchmark? 什么是服务基准 A benchmark is the service standard 基准是服务标准 Above benchmark 高于基准 But will the guest get the same 和客人想的一样 experience during their next stay? 下次到店还可以有好的经历 Below benchmark 低于基准 “Why wasn’t I told about the a la carte menu?” 为什么我点的菜没有？ Below benchmark 低于基准 “Why was I seated at a dirty table?” 为什么我坐的桌子脏？ Benchmark 服务基准 What is the Goal of any IHG Team? 什么是我们IHG团队的目标 Simple… Maintain the hotel’s Benchmarks 简单….保持酒店的基准 Benchmark What is the Goal of Managers? 什么是管理人员的目标 Simple… Support the staff to achieve the Benchmarks 简单…支持你的员工完成基准 Motivation, Career Planning, Guidance, Training, Tools, Leadership 激励，职业规划，指导，培训， 工具，领导能力 Benchmark Ensure Growth and Development and... Benchmarks 确保不断成长与发展等… 基准 Benchmark What is the goal of a Senior Manager? 什么是高级管理人员的目标 Service is Offered, Not Asked. 服务是主动的不是被动的 What is Service?什么是服务 Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 1 第一 SMILE and greet all guests in our field of vision. 微笑和问候在我们的视线内 (Look up.) 关注 (Make eye contact.) 目光接触 Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 2 第二 We will always inspect our sections prior to service. 我们将总是检查我们的服务区域 Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 3 第三 We will introduce ourselves to guests. 我们把自己介绍给客人 Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 4 第四 We will take personal responsibility for the guest experience. 我们将为客人的体验尽我们的职责（尽职责满足客人的需要） Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 5 第五 We will promote the outlet / hotel. 我们将提升我们的部门与酒店 (“Welcome to Planters Inn / Crowne Plaza.”) 欢迎来到“xxx酒店” Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 6 第六 We will always lead guest to their table. 我们将总是引领我们的客人去他们的桌子 Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 Number 7 第七 We will offer a second drin