文华东方酒店 招待及协助客人 2.0 LQE Part 2. Greeting Assisting Guests Bilingual.pptVIP

* * * * * * * 提示 Clues 避免眼神接触 Avoids eye contact 回应简短 Gives short, terse responses 只点头,无言语回应 Nods rather than provides a verbal response 皱眉 Frowning 用太阳镜隐藏身份 Sunglasses ‘incognito’ apparel 不理会问题而是继续和其他人交谈 Tends to ignore your question and continues a conversation with another person 优质服务体验格言活动Pillars Activity 2人一组 Get together in pairs A 组：角色扮演去演示服务格言二和三 Pairs A：—Plan a role-play demonstrating the Pillars 2 3 B组：角色扮演去演示服务格言二和四 Pairs B：—Plan a role-play demonstrating the Pillars 2 4 C 组：角色扮演去演示服务格言二和八 Pairs C：—Plan a role-play demonstrating the Pillars 2 8 用5分钟准备你的角色扮演 You have 5 minutes to plan your role-play 优质服务体验格言二三Pillars 2 3 我们会自然和亲切地尊称客人的名字，并以友善的姿态、微笑和眼神款待客人。PIL02: We will warmly engage all guests by natural use of their names and through friendly gestures, smiles, and eye contact. 我们会细心观察和聆听，以便了解及洞察每位客人的需求，并适时作出回应。PIL03: We will carefully watch and listen to each guest so that we can understand and anticipate their needs, and respond in a timely manner. 优质服务体验格言四八Pillars 4 8 我们会时刻保持警觉，即使从身旁经过，也会主动和尊敬地跟客人及同事打招呼，并在有需要时提供协助。 PIL04: We will maintain an alert posture so that we can proactively and respectfully acknowledge guests and fellow colleagues, even when passing by, offering assistance when needed. 在酒店引领客人时，我们至少会伴随客人走少部分路程，永不会用手指指示方向。PIL08: When directing guests around the hotel, we will always at least partly escort them, never simply pointing. 您有什么疑问吗？ What Questions Do You Have? * * * * * * * * * * * * * * * * * * * * * * * * * * * 现代服务史上的传奇‘A Legend in Our Times’ LQE 培训单元二 招待及协助客人 LQE Training Module 2 Greeting Assisting Guests 复习Review 格言一：我们会经常在表现上反映出集团的任务，远景及价值观，并注重我们具东方色彩的传统。PIL01: ‘We will constantly act in a manner which reflects our mission, vision and values, and be ever mindful of our Oriental heritage’ 格言五：我们会对客人的要求和需要负责，使客人不必再次复述。PIL05: ‘We will take ownership of each guest request or need to ensure that guests do not have to repeat