万豪国际酒店集团-卓越的服务培训课程.pptVIP

Service Excellence Standards卓越服务的标准 * Service Excellence 卓越的服务 WELCOME TO FRONT OF HOUSE STAFF “Service Excellence” 欢迎加入讨论 前线员工“卓越的服务” Service Excellence Standards are guidelines for interaction with all guests at all times. 超卓服务标准是任何时间和任何客人打交道的指南。 Service Excellence Standards should be rolled out to all guests contact departments in the hotel. 超卓服务标准应该在所有对客服务的部门施行。 1. Use the Appropriate Greeting with a Smile 面带微笑用合适的称呼问候客人； 2. Use the Guest’s Name 称呼客人的名字； 3. Take an Active Interest in the Guest by …通过以下方法积极地关心客人： Adding Value to the Guest’s Stay 使客人的居住物超所值； Apologizing for Any Inconvenience 为造成的任何不便道歉； 4. Say Thank You 感谢客人； 5. Meet Grooming Standards 仪容仪表达到标准。 1. Use the Appropriate Greeting with a Smile 面带微笑用合适的称呼问候客人 Use proper time of day greeting (Good Morning, Good Afternoon, Good Evening) 合适的时间称谓（早上好，下午好，晚上好） When appropriate, use your hotel or department name; always use when on the phone. 合适的时候说出你的酒店名和部门名称，电话通话时不能省略。 Smile: A smile is a universal gesture of hospitality. A warm, genuine, sincere smile is never misunderstanding.微笑：微笑是全球公认的友好姿势。一个温暖、真实、诚恳的微笑绝对不会造成误会。 When within 10 feet of a guest, acknowledge the guest by facing them and establishing eye contact; If you are within 5 feet, verbally greet the guest and smile. 如果和客人的距离在10英尺之内，面对客人并保持目光接触；如果在5英尺之内，口头问候客人并微笑。 When you smile and greet a guest, the guest hears: “We’re glad you’re here!” 如果你微笑着跟客人打招呼，客人听到的是： “我们欢迎您的光临！” Achievement 成绩： 2. Use the Guest’s Name称呼客人名字 Use appropriate title (Mr. Or Ms.) with the guest’s name. “Good Morning, Mr. Smith!” “Good Afternoon, Ms. Jones!” 用正确的称谓称呼客人（先生或小姐）“早上好，史密斯先生！” “下午好，琼斯小姐！” In absence of the guest’s name, substitute “Sir” or “Ma’am” where appropriate . 不知道客人的姓名，就适时叫“先生”或“夫人”等代称。 Use proper tone of voice: positive, enthusiastic, concerned – whatever is appropriate for the situation.