MakinguptheRoom旅游英语20课件讲解.pptxVIP

主讲人：安娜MakinguptheRoom旅游英语

情景导入

三大黄金法则TimingDiscretion时机与隐私PrecisionStandards精准与标准PersonalizationSurprise个性化与惊喜01TheFirstRule02TheSecondRule03TheThirdRule

TimingDiscretion三大黄金法则01Timing（时机选择）日常整理：最佳时间是客人外出期间紧急整理：如客人需会客或临时返回，需快速响应02Discretion（隐私保护）进入房间前，必须敲门并报身份整理时，不随意触碰客人物品TheFirstRule

TheFirstRule三大黄金法则BedMaking（铺床）——床品的艺术品级呈现BathroomCleaning（卫生间清洁）——卫生零容忍DustingVacuuming（除尘与吸尘）——从高到低的顺序PrecisionStandardsTheSecondRule:

核心技能：现场对话讲解Housekeeping:Housekeeping,mayIcomein?Guest:Yes,please.Butcouldyouchangethetowelstoextrasoftones?Ihavesensitiveskin.Housekeeping:Ofcourse,Mr.Johnson.Illbringhypoallergeniccottontowelsrightaway.Also,wouldyoulikemetoadjusttheroomtemperature?Itsabitcooltoday.Guest:Thatsverythoughtful.Thankyou.Housekeeping:Mypleasure.Yourroomwillbereadyin15minutes.IsthereanythingelseIcanassistwith?Guest:No,thanks.Housekeeping:Youarewelcome,haveagoodnight.预判式服务（加粗加红着重显示）

情景再现

Micro-Interaction03整理时若遇到客人若客人遗落物品Micro-Observation01注意客人习惯留意物品摆放02根据客人身份调整结合当地特色Micro-CustomizationTheFirstRule三大黄金法则TheThirdRule：PersonalizationSurprise

服务精神客房整理服务感受到被看见和被重视让冰冷的房间充满温度

情景：?Aroomattendantiscleaningaroomandnoticesastroller,babybottles,andinfantclothing,confirmingtheguestisamotherwithababy.任务：?Aftercompletingthestandardcleaning,youtaketheinitiativetoofferadditionalassistance.要求：运用TimingDiscretion和PersonalizationSurprise法则，体现专业与温度。课后作业

ThankYou!主讲人：安娜