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前台FRONT DESK部门/区域:DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责:SERVICE/ TASK:FD-SOP-003 社交技巧 SOCIAL SKILLS标准:STANDARD: 以友好的态度、丰富的知识把握销售机会To have the right attitude and product knowledge to recognize sales opportunities.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance员工亲切而乐于助人That staff are pleasant and helpful 积极的肢体语言Have positive body language 以微笑迎接宾客和同事,并随时保持积极的表情Greet the guest and colleagues with a smile and maintain good positive expressions at all times. 站直Stand upright. 手不能在口袋里,或交叉,应自然下垂Hands free, not in the pockets or folded 双脚平站,不能歪斜Both feet flat on the ground, not leaning. 舒展而积极的肢体语言和姿势Open and positive body language and posture. 注意力集中 Be attentive at all times英语/普通话吐词清楚Speak clearly in English/local language语音语调正确并表现出真正感兴趣Have the correct tone of voice and express genuine interest讲话Speech 得体礼貌Be tactful and courteous 保持良好的情绪Maintain good humor and even tempered 当为宾客指路时保持目光交流Maintain eye contact when addressing the guest 以专业眼光观察并见机行事Look and act professional 总是显出自信Always appear confident 认真倾听并回应宾客Listen carefully and respond to guests accordingly 交谈时至少两次以姓名称呼宾客Use the guests name at least twice during conversation 以开放式问题提问以确认其需求Ask open-ended questions to identify needs. 吐词清楚并随时注意保持良好的语调Speak clearly and maintain a good tone of voice at all times 向宾客作好解释工作。Be specific in your explanations 有任何疑问向同事咨询Consult your colleagues if any doubt arises宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance被认出To be recognized 亲切而友好的接待To be treated in friendly and courteous manner 被倾听To be listened to目光交流,致以问候Make eye contact and greet 与宾客交谈时注意目光交流Make eye contact while speaking to guest 向宾客致以热烈而友好的欢迎“XX先生,早上好,可以为您做些什么吗?”Give guest a warm and friendly welcome, “good morning, Mr. X, how may I help you” 使宾客感觉舒适而安全Make the guest feel comfortable and safe 一旦知道,用正确地称呼或姓名称呼客人Refer to the guest twice by the correct title and name once known. 通过开方式问题发现宾客的需求Establish the guests needs by asking open questions 谨慎行事Be discreet 对宾客所说表现出真正的兴趣Display genuine interest in what the guest is saying 给宾客说话的机会。不要抢话Give guest their time to speak. Do not hurry them up 随时推荐酒店的服务项目Always recommend our services to the guest了解酒店提供的各种设施和服务Know the different facilities and services available in the hotel. 能介绍每一个物品Be able to describe each product 知道部门负责人姓名,如何称呼他们。Know who is who 知道酒店布局Know the layout of the hotel 知道酒店经营场所的位置、营业时间和当前促销措施Know the location, opening timings and ongoing promotions of the outlets 了解所在城市名胜古迹Have a good general knowledge of events in your city 知道酒店所有活动典礼及位置Be aware of all functions and their location 了解你所在城市其他酒店和餐饮的信息Know about other hotels/ restaurants in your city关于你所在城市的知识Knowledge of your city should include 其他酒店的位置Location of other hotels 夜总会的位置Location of night clubs 餐馆的位置Location of restaurants in the city 银行的位置Location of banks 会议中心的位置Location of conference centers 运动场所的位置Location of sport facilities 城市大事件发生的位置Location of main events happening in town 主要购物中心的位置Location of main shopping centers 特殊物品商店的位置Location of specific shopping 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance给宾客清楚而明确的方向指示Give easy and specific directions to the guest酒店内Within the hotel grounds 掌握酒店内设施的确切位置Be aware of the exact location of the facilities in the hotel 简短而明确的解释Explain in specific and simple way 随时准备引领宾客(或由其他员工引领)Escort the guest whenever possible (or have him escorted by another member of staff)酒店外Outside the hotel 清楚的指示Give clear directions 安排交通路线Offer to arrange transportation 为宾客安排现实可行的时间表(考虑交通等)Give guest a realistic timing (considering traffic, etc.) 如果乘的士,告知宾客合理的价钱Give the guest a realistic price if traveling by taxi 如果有任何疑问询问同事或经理Consult your colleagues/manager if you have any doubts 根据客人需要推荐服务Recommend services according to guest needs 发现宾客真实需求Find out the guests needs 根据客人需要推荐服务Recommend services accordance with the guests needs 总是给宾客提供选择权Always offer an alternative 清楚产品知识Have a perfect knowledge of the product 问开方式问题Ask open questions 为酒店餐饮场所做宣传Prom

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