( Luxry attitude ) From Hilton希尔顿酒店培训资料.ppt

ManagingAttentiontoEveryDetail:LuxuryService&PeopleManagement,October2004,ProgrammeIntroductionsTheme1:Luxury-ItsCharacteristicsandClientsFilmSellingLuxuryLuxury-thecharacteristicsofluxury&clientsintheworldofluxuryTheme2:Luxury&ServiceFilm6coffees,6pleasuresTeachingconceptsTheme3:TheManagementofLuxuryServiceTheManagertheimportanceofpayingattentiontoeverydetailConclusion,MOREIMPORTANTTHANANYTHINGELSETHEPRESENTATION,YourViews,Whatarethesimliarities&differencesbetweenaClubMedVillageandaluxuryhotel?Doesarelaxing&friendlyenvironmentcomplimenttheluxuryexperience?AreluxuryclientsimmediateorpotentialClubMedclients?,AFilmSellingLuxury,OurobjectiveToconsiderthefollowingthemes:,WhatisLuxury?Luxuryclients?ThecostofLuxury?TheconstraintsofLuxury?WhatdoLuxuryclientsexpect?Thecommercialimplicationsofeachoftheabove?,Paycloseattentiontothetiniestdetailsandidentifyingthekeypoints,Theme1:WhatismeantbythetermLuxury?,LuxuryAneedwhichiscreatedwhennecessityends.PaulIRIBE1883-1935,TheQuestforLuxury,THEME1:WhatExactlyistheWorldofLuxury?,DistinguishingcharacterisiticsTheWorldofLuxurycreatesdreamsSynonymouswithexceptionandtraditionCraftsman&ArtistThepriceoftheexceptionalPrivilegeDemandTheExclusivityliesintherarityoftheofferingDonotconfuseLuxurywithupmarketLuxuryistheartofliving,ANEEDWHICHISCREATEDWHENNECESSITYENDS.,Luxuryisnotjustdetail.Luxuryistheconstantattentiontothetiniestdetail.,Luxury:Luxurybeginswhenemotionovertakesreason,Thegreatestluxuryisthatofrelationshipswithothers.AntoinedeSaint-Exupry,Luxury:QualityTraditionTimelessMaterialsAuthenticityCraftsmanshipBeautyPleasureADreamFinestDetailInnovationRespectExceptionExclusivityPersonalised.,Somethingwhichisexpensive,refined,sumptuous&exceptional,notsomethingwhichmeetseverydayneeds,DictionaryDefinition,Larousse,THEME2:WhatmakesLuxuryproduct?,LimitedproductionandpromiseofqualityTheskillofthecraftspersonTheupmostqualityLevelofdemandTheexpectationofguaranteedtotalsatisfactionPleasurePayingforquality,THEME3:LetstalkabouttheClient!,RespectfortheClientClientshouldberespectedasanindividualbefore,duringandafterthesaleIftheclientrecieveshismoneysworth,hewillfeelthathehaspaidtherightpriceBecausethepriceiswhatthepriceisSaygoodmorning,smileandwelcomebacktheclient,itseverybodysresponsibilityandwhatsmoreitcostsnothingExpectations,motivations,dreamsKnowhowtolistenandtoreallyunderstand,THEME4:Inadifficultandcompetitivesituation,shouldwedifferentiateonprice!,ThepriceofaLuxuryisjustifiedIftheprofileofaClienthasbeencorrectlydefinedTheClientunderstandsthepriceThepriceofaLuxuryitemisjustifiedfirstandforemostbyitscostsThereisnotmuchtogainthroughagoodsellingexperience,howeverthereismuchtobelostbyabadsellingexperience,THEME5:WhatmakesagoodsalesmanintheworldofLuxury?,KnowinghowtodefinetheprofileoftheClientAnexpertwhoseroleistoadviseCreatethedreamfortheClientsThesalesmanisanadvisor,rightattheheartoftherelationshipwiththeclient,theproduct,theimage&thebrandYoumustbelieveintheproduct,understandit,beproudofitandderivepleasureinsellingitThefirstqualitymustbetheorganisationThecapacitytolisten,hismentalattitudeandunderstandingoftheproductThattheproductmatchestheirneedsBeingabletovisualisethebenefits,THEME6:WhatadvicewouldyougivetotheemployeeofaLuxuryhotel?,YoushouldneverstartbytalkingaboutthesmallestproductorpriceTheemphasisshouldconstantlybecarefulnottopanictheClientNeversuggestthemostexpensiveproductfirstAgoodemployeeshouldbeconstantlyquestioninghowwelltheyareperformingandwhetherthetareatfault.SellingaHermeswatch,orsellingastayinaLuxuryhotel,thesamelevelofattentionisneeded,Theme2:LuxuryandService,AFilm6Coffees,6Pleasures,Whatdoyouthink?,FunctionalNeeds,EmotionalNeeds,ReachedLowValue,Expectations,HighValue,FunctionalNeeds:,CleanlinessPersonalSpaceBasicelementsofcomfortServicesprovided/Typeofestablishment,EmotionalNeeds,SensoryNeeds,RelationshipNeeds,SensoryNeeds:WhereSizeDecorationArchitectureMaterialsLightTemperatureAmbience-SmellAmbience-SoundInnovation,RelationshipNeeds:WelcomeSmilePresentationConsiderationPresentationAttitudeSpeechAdviceSpecificattentiontodetailDeliveringtheservicePersonalising,What,accordingtoyou,arethe3dimensionsofLuxuryservice?,The3DimensionsofLuxuryService,TheArtofServiceintheLuxurysectordependson3dimensions/aspects:TheProfessionalDimensionTheHumanDimensionTheAestheticDimensionIneverycontactorbehaviour,visibletotheclient,thereshouldbeabalanceacrossthesethreedimensions.,The3DimensionsofLuxuryService,TheProfessionalDimensionThisdimensiondependsonknowingwhattodo.Itbringstogetherallthetechnicalknowledgewhichajobdemandsandenablestheexpectedservicetobegiven:ProfessionalMannerKnowledgeofthetoolsKnowledgeoftheproductThecultureofthetaskThisparticulardimensionrequirestheclosestsupervisionbymanagement,theslightestmistakeisapparent.Itisoftenthisdimensionthatthemajorityoftrainingisfocussed.,HumanDimensionThisdimensiondependsonknowinghowtodoit.Itisaboutalltheactionsandwordsthatgenerateaspecialrelationshipwiththeclient.Itisnotaboutknowingwhattodo,butratherhowbesttodoittomeettheclientsneedsandachievehissatisfaction.Thisisthedimensionthatismostsensitivefortheclientasitaffectsemotionsandfeelings.,The3DimensionsofLuxuryService,AestheticDimensionThisdimensioncomesfromknowinghowtheexperienceshouldlookandfeeltothecustomerandcreatingthatexperienceinallitssensesfortheclient.YoucouldarguethatthefirsttwodimensionsarenotspecifictoLuxurybutthisoneis.WhatIdomustbeeffective,(professionaldimension),beabletobetouched(humandimension)andbebeautiful(aestheticdimension).HowIbehave,mygestures,myintentions,mypresentationmustallbeinharmonywiththeworldwhichsurroundsus.KnowinghowtobeandliveisdirectlyconnectedtotheworldofLuxury.,The3DimensionsofLuxuryService,Minimalthreshold,HUMANDIMENSION,PROFESSIONALDIMENSION,AESTHETICDIMENSION,Whenprovidingtheservice,theriskisthatwefavouronedimensiontothedetrimentoftheothers.Theprofessionaldimensionwhichincludesefficiencyoftentakespriorityovertheothers.,The3DimensionsofLuxuryService,Dependingonthecircumstances,thelevelscanberaisedorlowered,takingcarenevertodropbelowacertainthreshold.,ServiceRiskAreas,TheQualityoftheService&FrequencyofContact,Attendance,QualityofService,ClientIndulgence,Optimum,DisatisfactionforClientlimited,MaximumDissatisfactionClient,Thelessertheimportanceoftheactivity,thelessthecustomerwillbeaccepting,andthemoreonemustbevigiliant,Whatpositiontotakewithrespecttotheclient?,Client,Me,Servility,Superiority,Me,Me,Me,FollowtheclientRespondtohisquestions,GuidetheclientAskquestions,TheRelationshipPosition,TheRelationshipPositionHowtoactuallydothis?,Besurethatthispositionisthatexpectedbyyourclient.Haveaperfect,professionaldemeanour.Donotbeafraidofmistakesandtheirconsequences.Haveconfidenceinyourownabilitiesandhaveconfidenceinitsvalue.Comeacrossassureofyourselfandyourcompetence,removedoubtinyourself.BesureofwhatyoucanbringtotheclientBeanexcellentlistenerandknowhowtoasktherightquesti