酒店综合服务技巧培训

1、Comprehensive Service Skills综合服务技能1Six Basic Service Expectations客人对服务的基本期望2Courteous 礼貌周到Complete 完善 完整Fast 快捷Friendly 友好Attentive 注意周到Helpful 乐于助人31.Listening Skill听力技巧4不愿意不能够不明白客人的意图不明白客人的语言客人表达不清楚我以为、我认为 51.Never jump to conclusion. 不要急于做出任何结论或推断。2.Restate to clarify understanding. 重新阐述一遍以明确的准确性

2、。 （Ask questions if necessary） 必要时，可提一些问题。3.Listen for the guest feelings. 倾听客人的感受。62.Problem Solving Skills解决问题的技巧7Complaints as Opportunity视投诉为机遇8Use complaints as opportunities to provide better service. 将投诉作为改进服务的机遇。Understand the four categories of guest complaints. 理解4类客人的投诉。9Understand how ha

3、ndling complaints properly can help the property. 明白怎样恰当地处理投诉才能很好的帮助酒店。Use guest comment cards or questionnaires to identify guest complaints. 使用客人的评价单或问卷来确定客人有什么样的投诉。10A. Complaints as opportunities视投诉为机遇 Statistics-guest with problems are the biggest opportunity for repeat business 经统计，有过投诉的客人是最有可

4、能成为再次光临酒店的人。111. 35% of guests with an unresolved problem with return. 35%的客人，即使问题未解决，仍将返回。2. 85% of guests without a problem will return. 85%的客人在没有问题的情况下将再次光临。123. 97% of guests with a problem solved to their satisfaction will return (Source: Meeting & Conference Executives Alert: A Marriott Study)

5、. 97%的客人，在问题解决至其满意程度的情况下将再次光临。13B.A guest who complains: 投诉的客人1. Alerts the property to problem that affect guest satisfaction. 提醒酒店注意影响客人满意度的问题。2. Gives the property a second chance to make things right for the guest. 给予酒店另一次改善的机遇。14C. Four categories of guests complaint4类客人的投诉15A. Mechanical 机械类 1

6、. Climate control 室温及湿度控制2. Lighting 灯光3. Electricity 通电4. Room furnishings 室内装潢5. Ice machines 制冰机6. Vending machines 自动售货机7. Door keys 门锁8. Plumbing 下水管道9. Television sets 电视机10. Elevators 电梯16B. Attitudinal 个人态度类1. Guest insulted by rude or tactless hotel staff members. 客人由于酒店员工的粗鲁和不老练而觉得受到侮辱2. G

7、uest overheard staff conversations or received complaints from hotel staff members 客人无意听到酒店员工谈话投诉3. Subtle attitudinal turn-off (what the staff didnt do) - lack of smile, lack of sincerity, “Its not my job” syndrome 不易察觉的拒绝态度(员工不愿去做) 面无笑容,缺乏 真诚,或说“这不是我的工作”之类的话.17C. Service-related 有关服务类 1. Long wait

8、ing time for service. 长时间等候服务。2. Lack of assistance with luggage. 未帮助搬运行李。3. Untidy rooms. 房间不整洁。4. Phone difficulties. 电话有故障。5. Missed wake-up calls. 未打叫醒电话。6. Cold or ill prepared food. 冷的或变质的食品。7. Ignored requests for additional supplies. 忽略额外供应的要求。18D. Unusual 非常类 1. Absence of swimming pool 没有游

9、泳池2. Lack of public transportation 缺乏公共交通3. Bad weather 天气恶劣19C. Solving the problems that cause the complaint解决产生投诉的问题Listen attentively.注意聆听。Apologize & show understanding. 道歉和表示理解，体谅。Offer solutions and find out which one the guest prefers. 提供解决办法，直到客人满意接受的方法。20Follow through. 跟催/办。Double check w

10、ith guest later for satisfaction. 再次检查，确保客人满意。213.VERBAL EXPRESSION语言表达的技巧22Voice 声线 Pace 语速Tone 语调Volume 音量23COURTESY IS THE ANSWER礼貌就是答案MAGIC WORD 有魅力的话COURTEOUS 有礼貌的话24HOW TONE OF VICE CAN CONVEY A SERVICE ATTITUDE.通过语音，语调可以体现服务态度。25May I have your name please？May I help you？May I assist you？Righ

11、t this way please.Would you car for some dessert？Did you have a pleasant stay with us？26It is not just what you say, it is also how you say it.不在于你说什么，而在于你怎么说。27Use the guests name称呼客人名字284.Confidence signals身体语言29Stand up straightShoulders squaredHead erect, chin upEye contact, armhands relaxedLean

12、move toward speakersFacial expression friendly, caring30Attentive CareConcernConfidence细心爱心关心信心31enthusiasmpatiencesincereobservant热心耐心诚心察言观色32A gentle approach is smile to the world.友善随和，温文尔雅（微笑是走向世界的通道）33Made each guest feel honored and welcome with proper attitude.凭着敬诚的态度赢取顾客的信心 34I would rather

13、teach you how to fish than to give you a fish everyday. 赠之以鱼不如授之渔35the important points for successful futurepositive attitude 积极的态度quality of work 工作的质量quantity of work 工作的数量initiative 主动性cooperation 合作精神flexibility 灵活性dependability 可靠性Personal involvement 个人的投入与参与36We only promise what we can deliver .We must always deliver what we promise.量力而为有把握做到的才做出承诺言而有信必须实现每个许下的诺言37God will only help those Who help themselves.自助者，天助。38FOUR A 四个AAppreciation 敬业乐业Action 行动Attitude 态度Appearance 仪容仪表39Lean through experience experience through