白金管家培训.pptVIP

* Thehotel 宾馆 The room/suite房间/套房 The Guest 客人 Anticipating needs, WOW the guest 预期需要，创造惊喜 The Butler The Concierge All Staff 管家、礼宾和所有员工 Micro-Environment 细微环境 Macro-Environment 细微环境 B I Teamwork is the ability to work together towards a common vision. The ability to direct individual accomplishments towards organisational objectives. It is the fuel that allows common people to attain uncommon results. 团队工作是为着共同的眼光在一起工作的能力 把个人的技艺贡献给有组织的目标的能力 是使得寻常的人们取得不寻常的结果的燃料 B I The concept 理念 Organisation 组织 与 Guest Database 客人数据库 The Guest 客人 与 his experience/expectations 他的经验和期望 B I What does the Hotel Butler do? 酒店管家都做什么？ He is the eyes..他是眼睛 He is the ears.. 他是耳朵 He is the knowledge base.. 他是知识库 He is the hands.. 他是手 Anticipating needs, Protecting,….taking care ! 预期需要、保护……照料 B I What does the Hotel Butler do…. 酒店管家都做些什么 You are a guardian angel 你是一名护卫天使 You are safeguarding his walk of life 你保卫者他的生活方式 You are available wherever and whenever needed 无论何地何时需要，你都会出现在那里 You are anticipating needs 你预期着需要 You are arranging, preparing, organising and exceeding wishes, requirements, needs o你安排、准备并超越着希望、要求、需要 You are a companion 你是一名伴侣 B I 20 topics you need to know and be able to do, to give excellent service to the guests 为了给客人提供卓越的服务， 有20个内容你需要知道并且能够身体力行地去做 Know your guest, 了解你服务的业主 Be skilled, 要有技巧 Be focussed, 要专心 Be knowledgeable, 要有丰富的知识 B I 20 topics Know your guest 了解你服务的业主的20个内容 1 personal information: name, how to address, birthday (family status and members), country, culture 个人信息：姓名，如何称呼，生日（家庭状况及成员），国家，文化 2 travel schedule, travel preferences and security level/contacts 旅行时间表，旅行的喜好和安全级别/联系人 3 health issues 健康问题 4 basic habits (who sleeps where, room temp, interests) and amenity preferences (fruits, shampoo) 基本习惯（谁睡在哪里、房间的温度、兴趣）和免费供应品喜好（水果、香波） B I 20 topics: Be skilled 要有技巧 5 basic shoe care (polishing) 基本的皮鞋护理（抛光） 6 opening a bottle of wine/champagne 开葡萄酒/香槟酒瓶 7 sewing on a button 钉扣子 8 basic stain removal 基本的去除污渍 9 (un-)pac