你如何可以在具有竞争性的酒店业发展自己个人事业中英文.pptxVIP

第一关注First Concern你如何可以在具有竞争性的酒店业发展自己个人事业？How to become a leader in today’s competitive hospitality industry?首先，你必须有一个优良的工作环境 – 酒店。First, you have to have a superior product – your hotel其次，你有将为客人提供优良的服务心态。Second, and perhaps more important, you have to provide guests with superior service取得客人的满意achieve guest Satisfaction增加客人的忠实度- Increase guest Loyalty超越客人的期望- Exceed guest Expectation 7个服务原则Seven Principles of Service使每一位到店的客人感受到我们热情的问候。Warmly greet and acknowledge every guest encountered以友善且迅速的工作方式关注每一位客人。 Take care of every guest’s request quickly and in a friendly manner一举一动的行动都使客人感觉到我们的专业性。 Project a professional image through appearance and conduct确保客人舒适、安全。 Be committed to guest comfort, safety, and security为客人提供酒店服务和当地可靠的信息。 Provide reliable information about the services available at the property and in the local area在工作中尽可能满足客人。 Work to make everything right for our guest同事间保持良好的合作，尊重我们的同事和我们的客人。 Treat co-workers and subordinates with the same courtesy and respect that you expect of them when they deal with our guest 唯一不可以改变我们的是：超越客人的期望TodayThe only thing that remain constantIsThe guest’s expectation of service了解服务性行业的发展前景。 Understand the nature of a career in a service industry了解各种各样的客人需求和差异。 Differentiate among the want and needs of various guests我们的态度将影响服务。 See how our attitude affects service学会控制服务情势。 Take control of service situation始终如一的服务态度。 Maintain a positive work attitude even during difficult personal situations与同事的良好合作。 Work as team with other employees课程内容：Segments include:介绍 Introduction客人 – 他们想要什么？ Guests – What do they want?客人的观点 The Guest’s Point of ViewReaching Out自我增值 Invest in Yourself团队精神 Teamwork那就是精神 That’s the Spirit!第一部分：介绍Segment 1: Introduction有95%的客人会选择回他曾经投诉过并得到解决的酒店，只有35%的客人不会选择，并且会散播他不满的经历。 Nearly 95 percent of travelers will return to a hotel if a problem is resolved to their satisfaction. Only 35 percent will return after bad service, and most dissatisfied guests will spread the word about their bad experience.高品质的服务是指超越他们的期望