国际凯悦餐饮模块怎样问候客人和迎客人.pptVIP

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客 Objective 目标 By the end of this Session, our objective is to ensure that you have learned “How to greet and welcome a Guest” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会怎样按照我们酒店的标准，自信地 “怎样问候和欢迎客人”。 Any Questions? 有问题吗？ Prepare to greet the Guest准备问候客人 What would we consider about our Body Language when greeting a Guest? 当我们问候客人的时候应该如何 运用肢体语言？ Genuine Smile 真诚的微笑 Body Posture 身姿优雅 Appearance / Grooming / Uniform 外表/礼仪/制服 Prepare to greet the Guest准备问候客人 How important is it to greet and welcome a Guest? 问候和欢迎客人是何其重要？ Extremely! 极其重要！ It is very important to create a good first Impression with our Guests. 给客人留下良好的第一印象是非常重要的。 First Impressions are lasting Impressions! 第一印象是可持续印象！ 2. Greet the Guest问候客人 How far away from us should a Guest be before greeting them? 当我们在问候客人前应该距离他们多远？ Approximately 1.5 meters 大约1.5米 Remember! 记住！ Smile as we really mean it 发自内心的微笑 Maintain Eye Contact 保持眼神接触 Speak slowly and clearly 口齿清晰，语速适中 2. Greet the Guest问候客人 What would we say to the Guest? 我们要和客人说什么？ “Good morning / afternoon / evening Sir / Madam welcome to the ______ (insert department)” “早上好/下午好/晚上好，先生/女士。 欢迎您光临_______(内部部门)” Who is responsible for greeting our Guests? 谁负责问候我们的客人？ EVERYONE! 每个人！ Checking the Standard标准核查 What would we consider about our Body Language when greeting a Guest? 当问候客人的时候，应该如何运用肢体语言？ How important is it to greet and welcome a Guest? 问候和欢迎客人是何其重要？ How far away from us should a Guest be before greeting them? 当我们在客人面前问候时，应该距离他们多远？ What would we say to the Guest? 我们要和客人说些什么？ Who is responsible for greeting our Guests? 谁负责问候我们的客人？