入职指引_五星级酒店入职培训教材

1,STARServiceStandardSTAR服务标准,SSmile&Greet微笑与问候TTalk&Listen交谈与倾听AAnswer&Anticipate回答与预计RResolve圆满的解决,2,解决问题,STAR服务标准4,STARServiceStandard4,Resolve,3,STARServiceStandardSTAR服务标准,RResolve圆满的解决问题,ResolveguestsproblemsbyfollowingthesystematicWOWRecoverysystem.通过WOW服务补救系统来解决客人的问题。,4,STARServiceStandardSTAR服务标准,WOWRecoverysystemWOW服务补救系统WhatstheproblemW存在什么问题OwntheProblemO承担责任并解决问题WowtheGuestW给客人惊喜,5,Objectives目标,IdentifythreestepsintheWOWRecoverySystem确定惊喜补救系统的三个步骤Identifythefourlevelsofproblemseverity确定问题的四个严重程度ExplaintheWOWGuidelinesforthehotel解释酒店惊喜指南DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem演示运用惊喜补救系统解决客人的问题,6,WhyCompaniesLoseCustomers为什么会流失客人,1oflostcustomersdie/去世,3%moveaway/工作或居住地发生变化,4%justnaturallyfloat/正常流动,5%changeonafriendsrecommendation/听从朋友的推荐,68%goelsewherebecausethepeopletheydealwithareindifferenttotheirneeds客人由于他们的需求未获满足而流失,7,ProblemsandRepeatBusiness问题与回头生意,Guesthavingaproblemthatwasresolvedsatisfactorily经历过问题，问题得到圆满解决,Guesthavingaproblemthatwasnotresolvedsatisfactorily经历过问题，但问题没有得到圆满解决,Guesthavingexperiencednoproblems客人没有经历问题,92%:,84%:,46%:,8,Complaintsarereallyanopportunityforustocreateguestloyalty客人的投诉是帮助我们建立客人忠诚度的机会,WhyWelcomeCustomerComplaints为什么对客人的投诉持欢迎的态度,Complainsallowustofocusontheareasthatneedimprovement投诉可以使我们注意到需要改进与提高的方面,ComplainsprovideuswithanopportunitytoimproveourcustomerService投诉给予了我们提高服务水平的机会,9,ThreeStepsinResolve解决问题的三个步骤,1.WhatstheProblem问题是什么2.OwnitandSolveit承担责任并解决它3.WowtheGuest给客人惊喜,10,ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认,WhatstheProblemW-问题是什么,11,Howtolistenactively?如何积极倾听,听,听,12,ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认,WhatstheProblemW-问题是什么,13,Apologize道歉,Weapologizetoshowthatwearetakingownershipoftheproblem,Rememberthatweneedtoapologizeevenifitisnotyourfault,即使事情的起因不是我们的过错，我们仍要向客人道歉，,Weareapologizingforthesituation,notadmittingblame我们是对出现这种情况表示歉意，而非承认错误。,Because：,因为：,来自我们的道歉表明我们主动承担责任解决问题。,14,ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认,WhatstheProblemW-问题是什么,15,Empathize理解,Showingourunderstandtheotherpersonsfeelings表现出你对他人感觉的理解,16,OrangeExercise橙子的练习,17,ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认,WhatstheProblemW-问题是什么,18,Howmightyouclarifyasituation如何确认情况,Repeattherequesttoverifythatyouhavehearditcorrectly重复客人的要求以核实你听到的信息是正确的。Restateyourunderstandingoftheproblem,makesureyourendupsolvingtherealproblem重新叙述你对问题的理解，以确保你去解决真正的问题Writedownthecomplaint/problem记录下客人的投诉或问题Askquestionstogetthefacts提问以了解真相Repeattheabovesteps,ifnecessary如果需要，重复上述步骤,19,OwnandsolveO-承担与解决,TakeOwnership承担责任,SolvetheProblem解决问题,FollowThrough跟踪落实,20,WOWtheGuestW-给客人惊喜,Exceedexpectations超越客人期望,Goingtheextramilebygivingthemsomethingspecialtoshowthatwecareandthatwearesorrythattheyencounteredaproblem多为客人想一步，通过为客人提供特殊的礼物或服务表示我们对他们的关心以及出现问题后我们的歉意,Respondinginextraordinaryways以非同寻常的方式作出反应,21,92%ofourguestswillcomebackifweresolvetheirproblemtotheirsatisfactionOnly46%ifwedont如果客人的问题得到满意的解决92%的客人会成为回头客反之只有46,AssociateSatisfaction员工满意,GuestSatisfaction客人满意,RevenueGrowth收入增长,WOWtheGuestW-给客人惊喜,22,WOWRecoverySystemWOW服务补救系统,WhatstheProblem问题是什么OwnitandSolveit承担责任并解决它WowtheGuest给客人惊喜,videoclip,23,SeverityLevels严重的程度,Low轻微Medium中等程度High严重Catastrophic毁灭性,24,SeverityLevels严重的程度,轻微的问题是让客人不满或给客人带来不便的小事情。,Lowseverityproblemsaresmallthingsthatannoyorinconveniencetheguest.,25,Lowseverityproblems,轻微的问题,SlowCheck-in入住登记速度馒,Sloworincorrectfoodandbeverageorder食品/饮料的服务速度慢或错误,Slowresponsetoaguestrequest对于客人的要求反应迟缓。,26,SeverityLevels严重的程度,中等严重程度的问题是让客人不满，浪费客人时间或使客人扫兴并影响客人旅途愉快的事情,Mediumseverityproblemsarethingsthatannoyguests,causethemtolosetimeorreduceenjoymentofthestay,27,Mediumseverityproblems,中等严重程度的问题,Wrongroomtype提供的房型有误,Mealthatguestwasunabletoenjoy客人用餐后感觉不满意,Repeatedfailuretomeetguestsrequest连续不能满足客人的要求,28,SeverityLevels严重的程度,严重的问题是阻止客人获得整洁、安静、干燥、舒适的各种设施或基本需要的事情。,Highseverityproblemsareproblemsthatkeepguestsfromobtainingthenecessitiessuchaclean,quiet,dry,pleasantsmellingfunctionalroomandfacilities.,29,Highseverityproblems,严重的问题,Guestwithguaranteedreservationandnoroomavailable客人有房间的预定，但是没有房间,Disturbingsmellsornoises客人受到异味或噪音的打扰,Nohotwater没有热水,30,SeverityLevels严重的程度,毁灭性的问题是给客人本人或家庭成员或其财产造成伤害的事情。,Catastrophicseverityproblemsareproblemsthatgoesbeyondthecostofaroom.,31,Catastrophicseverityproblems,毁灭性的问题,Lostordamagedpossessions遗失或损坏客人的物品,Harmtotheguests,his/herfamilyorjob对客人，他/她的家人或工作造成损害。,32,GiftGuidelines礼物指南,33,Exercise练习,34,Review回顾,IdentifythreestepsintheWOWRecoverySystem确定惊喜补救系统的三个步骤Identifythefourlevelsofproblem