八项服务技巧.pptVIP

* Thank-you非常感谢您的关注 1 2 2 4 6 7 8 10 11 11 12 14 15 16 18 19 20 22 25 24 23 1 – 4 Basic Skills Review 1 – 4基本技能 回顾 Providing Information Explanations提供信息并解释 Session Objectives 课程目标 Identify 4 key occasions when guests may question policy 识别客人可能会对酒店政策提出疑问的４个关键场合 Provide explanations for these 对以上做出解释 “Sorry, it’s company policy … … I can’t” “对不起，这是我们公司的政策 … … 我不能” Q: How does that expression make you feel? 对这样的措辞，你有什麽感受？ By explaining policies and our actions we are treating the guest like an adult. 通过向宾客解释政策和我们将要采取的行动，我们是在用对待成人的方式对待我们的宾客。 We must not say “it’s hotel policy” without an explanation. 我们千万不能在说了“这是酒店的政策”后而不提供解释。 Example 例子： It is hotel policy for guests to check-out by 12 noon. 住店宾客办理离店手续需在中午12点之前，是酒店的政策。 Q: How should you explain this to our guests? 你如何向宾客解释？ As the rooms are let for the following day from 2pm, the room needs to be vacated by 12 noon to allow them to be cleaned. And when you arrived our hotel, we also ask the guests before you to check out. 因为房间将在下午2点出售给新的客人，所以房间需要在中午12点空出来，以便客房部员工有时间清洁。在您之前入住的时候，我们也是这样请上一位客人退房的，以确保您有干净的房间入住。 Video Screen 录象带放映 Other sample topics for questions on which we have hotel policies 其他的宾客可能有疑问的酒店政策的例子： RA not being able to open room doors for guests using their master key. 楼层服务员不能使用万能钥匙为宾客开房门。 Not telling people guests’ room numbers. 不能告诉别人宾客的房间号。 Stopping guests wearing slipper or bathrobe in the restaurant. 制止宾客身穿浴衣和拖鞋进入餐厅 Not serving alcohol to the drunk guests 不提供酒精饮料给喝醉酒的客人 Determining Guest’s Needs确定客人的需求 Session Objectives 课程目标 Explain the importance of determining Guest’s needs correctly 解释准确确定客人需求的重要性 Demonstrate the use of open questions and summarizing techniques 示范开放式提问和总结技巧的实际使用 Can you guess their Needs?你能够猜出他们的需求吗？ Q: Why is it important to determine Guest’s needs? 为什麽确定客人的需求非常重要？ A: To provide good service; to know how to help; to know what hotel services to offer / e