饭店服务标准化与饭店人行为通则.ppt

2019/7/17,1,饭店服务标准化与饭店人行为通则 (香港凤凰酒店管理有限公司),全国旅游饭店星级评定检查员 广东区旅游饭店星级评定检查员Newman Liu,2019/7/17,2,服务的标准化与个性化,饭店产品的特性决定了服务标准化的本质规定。 消费需求的拉动了服务标准化进程。 政府与行业组织的作用。 标准化日渐发展的今天，个性服务的空间不仅没有缩小，反而扩大了。,2019/7/17,3,Our Objectives: 学习目的,要达到客人100%的满意,客人是我们的衣食父母,客人有内部客人和外部客人之分,客人无贵贱之分。 无论是白种人，还是黑种人；无论是中国人，还是外国人，我们都要一视同仁。,2019/7/17,4,Six Basic Service Expectations 客人对服务的六个基本期望,Courteous 礼貌周到,Fast 快捷,Friendly 友好/友善,Complete 完善完整,Helpful 乐于助人,Attentive 注意周到,2019/7/17,5,Magic Words,有魅力的话,Courteous Words,有礼貌的话,Put your smile into your voice,将你的微笑融入到你的声音中去,Always get ready with the answer,随时准备好答案,Please Thank you Sorry,2019/7/17,6,如果你不想做服务员， 那么你只有 把服务员做好了， 你才能不做服务员。,不要在乎你今天做什么， 而是要看你两年后做什么。,2019/7/17,7,The guest is always right, even when he is wrong. 客人永远是对的， 即使是他错的时候。,把理让给客人。,2019/7/17,8,It is not what you say,It is also how you say it.,Voice Pace Tone Volume,2019/7/17,9,How may I help you?我怎样才能帮助您？,May I have your name please?请问您贵姓？,Right this way, please.您这边请。,Would you care for any dessert?您想来点甜点吗？,Did you have a pleasant stay with us?您入住得愉快吗？,Thank you for staying at Hotel, please come & see us again. 谢谢您入住酒店，请再次光临。,Useful Sentences,2019/7/17,10,Three Principles of Good Listening 好的聆听技巧的三条准则,Listen, listen and listen. Never jump to conclusions. 聆听，先不要急于下结论。 Always repeat. Restate to clarify understanding. 重复-重新阐述以明确理解的准确性。 Ask questions if necessary. 必要时，提问问题。 Listen for the guests feeling. 听弦外之音-倾听客人的感受。,2019/7/17,11,God will only help those, who help themselves. 自助者，天助。,I would rather teach you how to fish, than to give you a fish everyday. 赠之以鱼，不如授之渔。,2019/7/17,12,10 Service Credo,1.接待宾客 GREETING THE GUEST,当离宾客三米远时，面带微笑迎候他们。当离宾客一米五远时，热情而真诚地向他们道声：“ 早安 / 午安 / 晚上好 / 晚安。“,Whenever I am within 3 metres away from a guest, initiate eye contact with genuine smile. Whenever I am within 1.5 metres away from a guest, acknowledge the guest with a warm and sincere greeting: say “Good morning / good afternoon / good evening or good night. “,Good morning, sir.,2019/7/17,13,2.称呼宾客 OUR GUEST HAVE NAMES,尽可能称呼宾客的姓名。,I will use guests names whenever possible.,早上好，哈利先生！ 欢迎您回来！ Good morning, Mr. Halley! Welcome back！,谢谢！Thank you,2019/7/17,14,3.称心如意 - 使宾客百分之百满意是每位员工的基本职责。,100% GUEST SATISFACTION is my responsibility.,任何人接到宾客的投诉或要求时，应保证亲力亲为直至完满解决。对任何的投诉或要求应在15分钟之内作出反应，在30分钟之内予以核对，以保证问题得到迅速解决。决不对宾客说“没有 “或“NO “，应积极向他们提供创造性的、可供选择的建议。如不知如何回应宾客，应立即寻求其他同事的帮助。,“When I received a guest complaint or request, own it and ensure complete personal follow-up till every single request or complaint is solved. I will respond within 15 minutes and follow up within 30 minutes to ensure things are done. I will not say “NO“ or “没有“. I am creative enough to offer alternatives. When I don t know the answer to a question, I will find someone who knows.,2019/7/17,15,4.团队合作 100% TEAMWORK,在工作中自始自终保持愉悦的心情,创造和谐温馨的工作氛围。舍小我,顾大我。同事间开展积极诚恳地交流,不在背后议论别人。,While working, I will also have fun and will create a good working atmosphere - less ME and more WE. I will always talk positively about my colleagues.,我们共同努力来达到客人的满意 We work together to make our guests happy!,2019/7/17,16,5.护送宾客 ESCORT OUR GUESTS,在可能的情况下，护送宾客前往酒店内的某一场所，而不是用手示意。,Whenever possible, I will escort guests to their destinations within the hotel instead of pointing out the directions.,您请随我来，好吗？ Would you please come with me?,2019/7/17,17,6.专业仪容 LOOK PROFESSIONAL,宾客对你的第一印象是专业的仪容。为自已的仪容而自豪。随时佩带名牌、着干净整洁的制服、鞋子，绝对注重个人卫生。,The image I project to guests is my first impression. I take pride in my appearance. I always wear a name tag, uniform clean, crisp, shoe shined and 100% personal hygiene.,2019/7/17,18,头发,个人饰物,姓名牌,制服外套,戒指,裤子,皮鞋,领结领带,面部清洁,衬衣,手的清洁,袜子,大家好! 我叫小明,2019/7/17,19,7.电话礼仪 TELEPHONE COURTESY,电话礼仪是每位员工留给宾客的第一印象。 三声铃内用悦耳的声音接听电话。 例：“ 望江宾馆餐饮部， 早上好 / 中午好 / 晚上好， 我是XX， 有什么需要我为您效劳的吗？ “,A ringing telephone is the first impression I make on our guests. I answer the telephone within 3 rings with a smile in my voice- “ wangjiang Hotel, Good morning/good afternoon/good evening, This is XX, How may I help you? “,Wangjiang Hotel Good morning. This is XX. How may I help you?,2019/7/17,20,. 8.安全第一 SAFETY FIRST,牢记自已在紧急情况中扮演的角色。有危机，不逃避。如遇危急情况、 人员受伤或是你需要援助时,应立即向主管上司报告。,I must know my role during emergency situations. Immediately notify my supervisor of any hazard, injuries, faulty equipment or any assistance or needs I have.,2019/7/17,21,9.节约能源 SAVE TREES & WATER,注重保养及维修酒店的设备。保护酒店的财产和物品是每位员工义不容辞的职责。,I will practise energy conservation and proper maintenance and repair of hotel property. It is my responsibility to protect the assets and goods of Swisstel.,This still can be used! 这块木头还能用！,Lets