凯宾斯基酒店集团顾客服务课程.ppt

1、GUEST SERVICE,对客服务,Why are our guests different from one another?为什麽我们的客人会彼此不同？,AGE 年龄 NATIONALITY 国籍 PROFESSION 职业 PERSONALITY & CHARACTER 个性与性格,Why are our guests different from one another?为什麽我们的客人会彼此不同？,Previous hotel experience 住以前酒店的经历 The price they pay to your hotel 他们所付给酒店的价格 Current moods

2、or feelings 客人当时的情绪或感觉 Self-respect and ego 自尊与自我 Pre-set notion about your hotel 对于你酒店先入为主的看法,To serve our guests effectively, therefore weshould - 要给客人高效的服务，我们应该,BE PATIENT 要耐心 SHOW EMPATHY 用心 SHOW HOW IMPORTANT THEY ARE 表示对客人的重视 ATTENTIVE, HELPFUL & CARING 表示对客人的关注，帮助与 关心,REMEMBER NOT ONLY WORDS

3、COUNT请记住 不能只靠“说”，还应该,ATTENTIVE ATTITUDE 表示关注的态度 NODS OF AGREEMENT 表示赞同的点头 SWEET SMILE 甜甜的微笑 FINDING BEST SOLUTION 找到最好的解决方法 DO IT FAST AS IF THERE IS NO TOMORROW. 竭尽全力快速地去做，仿佛过了今天就没有了明天,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“Dear Hotel Manager, 亲爱的酒店经理 “The difference to m

4、y mind between a 4 and 5 star hotel has a lot to do with my expectations. When I am staying at a 5 star hotel, whether for business or pleasure, I expect all my needs and requirements to be anticipated and to not have any problems in getting what ask for in any way of extras. Pamper me!” “在我的头脑中4星与5

5、星级酒店的区别与我的期望有很大的关系. 当我无论是因公事或游玩而住在一家5星级酒店时, 我期望我所有的需求都被酒店的服务员所预见到, 而且不管我提出何种额外的要求, 服务都不会出错. 一切都要宠着我!“,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“I expect my room to be spacious, immaculately clean, quiet and tastefully decorated and appointed with top of the line furnishings a

6、nd a few added touches such as flowers, cushions, nice wall hangings, etc. I expect a top grade bed and pillows, a well stocked fridge, an in-room safe, lots of channel choices on TV, fine toiletries, a bathrobe, at least two phones, a writing desk with plenty of supplies, computer hook-up, a sittin

7、g area, excellent lighting as well as good drapes that block out any daylight when drawn.” 我期望我的房间是宽敞的, 绝对干净的, 安静而且装潢高雅并配有上乘的家具. 再点缀以漂亮的壁挂, 有格调的软垫及鲜花, 等等 我期望有一张高级的床及枕头, 充盈着各种饮品的冰箱, 房间内设的保险箱, 有很多可任选的电视频道, 有精美的卫浴用具, 一套浴袍, 至少2部电话, 配备齐全的写字台, 电脑上网接口, 一个会客区域, 卓越的照明设备及遮光良好的窗帘.,Difference between a Four-sta

8、r and a Five-star Hotel四星级与五星级酒店的区别,“I want sufficient and accessible mirrors and outlets as well as luxurious bathroom. I expect a morning paper delivered to my room and a shoe shine service. In fact, I expect a lot services: express laundry/dry-cleaning, discreet and efficient clean up of my room,

9、 fast and courteous room service, a beautiful swimming pool and fitness centre, attractive public areas and bar, a resourceful concierge, plus an outstanding business centre available to me at any hour.” 我需要有足够而且方便的镜子, 电源插座, 以及豪华的浴室. 我期望有早报可以送到房间和擦鞋服务. 事实上, 我期望很多的服务: 加急的湿洗/干洗服务, 谨慎而且高效的房间打扫, 快速并有礼的送

10、餐服务, 一个漂亮的游泳池和健身房, 富有吸引力的公共区域及酒吧, 干练多谋的礼宾部, 再加上随时可以向我提供卓越服务的商务中心.,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“I do not have to wonder if the food served at the 5 star hotel will be edible. It should be of gourmet calibersavory, varied, well presented, generous. The hotel should

11、 have different types of dining facilities to suit my needs as I might want to either grab a casual lunch or invite someone to dinner in a more refined ambience.” 我无须为5星级酒店所提供的食品是否可食而忧. 它们该是经得起美食家的品评 风味极佳, 品类繁多, 出品精美, 份量十足. 无论我是享用一顿方便的午餐, 还是邀请亲朋好友在幽雅的氛围中共聚晚餐, 酒店都应有相应设施可以满足我的不同的用餐需求.,Difference betwe

12、en a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“Even before I entered the lobby, I want to feel Ill be staying at a fine hotel. Thats the doormans job. Hes my first person-to-person contact with the hotel. Never underestimate the value of a good doorman. The bellman comes next. He should take care

13、 of my belongings with care and swiftness, stay close-by and be attentive to any of my instructions or questions.” 我要求甚至在我步入大堂之前, 就可以感到我将会入住在一家好的酒店里. 这就是门童的工作. 他是我与酒店相接触的第一个人. 千万不要低估一个好的门童的价值. 接下来是行李员. 行李员应当仔细利落地照顾好我的行李, 紧随着我并关注我任何的指示或提问.,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店

14、的区别,“The lobby must be warm and welcoming, and I expect to be greeted with a smile at the front desk, then have my room assignment seamlessly processed by a cordial, impeccably groomed clerk.but no first names please.and no snobby and stuffiness either. Im looking for genuine friendliness. I want to

15、 feel good about being in a 5 star hotel.” 大堂一定是温暖, 有好客气氛的. 我期望一到前台就可以被服务员面带微笑, 热情地招呼着. 然后面带真诚, 仪容仪表修饰完美的前台接待员, 天衣无缝的为我分派好了房间 请不要称呼我的名, 要称呼我的姓 不要势利, 也不要惹怒客人. 我期望真正的友善. 我期望在5星级的酒店中能够感觉很棒.,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“Moreover, I dont want to feel duped (cheated) i

16、n any way. What I abhor is to have to quibble over charges at check out. Ill pay what needs to be paid up frontbut I resent hidden charges. The latter reflect pettiness and opportunism.such practices have no place in a 5 star hotel.” 此外, 我不想受到任何形式的欺骗. 我尤为痛恨的是在退房结帐的时候, 还要不得不为多收的费用而辩解. 该付的，我会付 但我痛恨那些隐

17、瞒的收费, 因为他代表了斤斤计较与投机 此种作法在我们5星级酒店决不会有市场.,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“If this were a 4-star hotel, my expectations would somehow be different. Certain shortcomings might be overlookedsuch as those hidden charges, not so spectacular design or dcor, slower or fewer

18、services and amenities, less refined cuisine, and so on.” 如果这是一家4星级酒店, 我的期望会有所不同. 我可能不会计较某些缺点 如那些隐瞒的收费, 并不引人入胜的设计或装饰, 慢吞吞的服务或较少的客房备品以及并不高明的烹饪等等。,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“One thing though that should not differentiate 4 star and 5 star hotels in my opinion, is

19、 the quality and authenticity of the welcome. In fact, any lodging establishment, no matter what its rating, should offer this very basic courtesy. After all, this is a hospitality industry. My hotel should be a home away from home.” 依我之见, 4星级与5星级酒店在对客欢迎的质量与真诚上是不该有区别的. 事实上, 任何酒店无论其等级, 都应该提供此项基本的礼仪服务

20、. 毕竟, 这是服务行业. 我的酒店应该是客人的 “家外之 家”.,Difference between a Four-star and a Five-star Hotel四星级与五星级酒店的区别,“I look forward to staying in some hotels because I like the way the staff and personnel make me feel when Im staying with them: Im a guest, not a customer.Im a person, not a room number.Im rendered favors, not tabulated charges.” 我期待居住在某些酒店, 是因为我喜欢那里的人及员工给我的感觉: 我是一个客人, 而非一个消费者 我是一个人, 而非一个房号 我被给予的是帮助, 而非列表的帐单. Respectfully submitted, 谦恭地呈递, H. Gaucher,Lesson No. 1第一课,We are “married” to every guest. This hotel is his/her home as well as ours. 我们与每一位客人“结了婚”. 这里是客人的家, 也是我们的家.