凯莱酒店优质服务传递培训

1、优质效力传送Delivery of Quality ServiceGloria Touch JUNE, 2021Version for Staff.T Thoughtfulness 体恤周到OOriental Service东方文化UU-are-special特别礼遇CCare 无微不至H Heart 源自内心“Gloria Touch中 “Touch 每个字母分别代表Gloria Touch.效力Service顾客需求Customers Needs继续地 All the Time满足Meeting效力就是在任何时间满足客人的需求Service is Meeting the Customers

2、 Needs On Time & All the TimeGloria Touch.不只为客人提供产品和效力，还要使他们成为 回头客，最终成为忠实客户Our Goal is not only to send them out the door with a product or service, but also to keep them coming back for more,all the time, until become the loyal customers!我们的目的Our GoalGloria Touch.Touch 1: 了解客人 Know Your CustomerTou

3、ch 2: 预知与确定顾客需求 Customer NeedsTouch 3: 竭尽全力 Do our BestTouch 4: 效力补救 Service Recovery 经过优质对客效力超越顾客期望值Exceed Customer Expectation with Gloria TouchGloria Touch.Touch 1: 了解客人 Know Your Customer(Recognition) 尊重客人 Give customers respect提供个性效力 Treat them as an individual使客人了解我们情愿满足他们要求的志愿 Make them feel

4、you want to satisfy their needsGloria Touch.Touch 1: 了解客人 Know Your Customer 一天，几位客人进入餐厅进餐，坐下以后，就让效力员引见正宗的川菜。效力员小姐耐心地向客人引见了各款川菜的风味特点：“川菜也有辣的有不辣的，如东坡肘子、蒜泥白肉、开水白菜等是没什么辣味的；而夫妻肺片、麻婆豆腐、水煮肉片等是比较辣的。客人点点头，把效力员引见“辣的菜都差不多点上了。效力员请示客人：“请问先生，您点的麻辣川菜能否需求减麻辣呢？客人答：“不用了，我们正要尝尝正宗的麻辣川菜。第一道菜上的是东坡肘子，这道菜确实是不不怎样辣的，客人对效力员说

5、：“味道还可以，就是辣味不够，劲头不够。效力员小姐笑着说：“等会儿辣的菜上来，他们就尝到正宗川菜的麻辣劲了。“最好是劲辣一点客人也笑着说。麻婆豆腐上席了，客人吃了第一口就呛着了，不断地咳嗽，不敢再吃。并向效力员赞扬：“怎样搞的，这菜这么麻这么辣，我的舌头都麻了，喉咙也痒疼，太难受了。效力员这就犯难了，刚刚不是说好要辣要劲吗？如今怎样又怕辣了，还显得这么难受。“这菜怎样能吃？他们搞错了吗！我在别的川菜馆吃的川菜不是这样的！客人继续赞扬说.Touch 1: 了解客人 Know Your Customer 此时此刻，真不是说理的时候。效力员看着客人辣得满头是汗的难受样子，忙说：“对不起，先生。假设是

6、我们错了，下面的麻辣川菜转告师傅，给您减麻辣度，希望您吃得称心。说完将刚上的菜也端回厨房让师傅重做，并立刻递上毛巾让客人擦汗。效力员心里明白，这时候只需把“错转移给本人，才干让客人消气。随后，效力员把麻婆豆腐、夫妻肺片、水煮肉片等川菜一道接一道地端上台，客人再也不会呛着了，由于麻辣度曾经减轻了很多。效力员小姐面带笑容地征求客人意见：“请问这些菜的味道怎样样，可以吗？“香甜中带点辣，不错，不错客人终于称心地回答。.怎样尊重并赞赏客人？How to show Respect & Appreciation?浅笑效力&目光交流Smile & Eye contact用姓氏称谓客人Greeting Gue

7、st by Name热情礼貌，问候客人Be courteous 善用称誉Compliment送别客人FarewellGloria Touch.浅笑效力Smile at guests 皱眉头需72块肌肉 It takes seventy-two muscles to frown Touch 1: 了解客人 Know Your Customer 浅笑不是用嘴巴，而是用眼睛Smile by eyes, not by mouth 浅笑只需14块肌肉 Only fourteen to smile.如何目光接触How to Eye ContactTouch 1: 了解客人 Know Your Custom

8、er 凝视两眼和肩膀之间的三角区域 Focus on the triangle within two eyes and shoulders 目光柔和与真诚 Be sincerely目光接触是对客人表示尊重Showing respect by eye contact.称谓客人的名字，没有任何言语比称谓客人的名字更亲切Call people by name. The sweetest music to anyone is the sound of their own name有谁会称谓我们的名字？Who will call us by name?Touch 1: 了解客人 Know Your Cu

9、stomer 用姓氏称谓客人Greeting Guest by Name. 不向顾客打招呼会给顾客呵斥心里压力 Customer is stressful when not greeted 与客人打招呼，没有任何言语比这更动听 Speak to customers. There is nothing as nice as a cheerful word of greeting.Touch 1: 了解客人 Know Your Customer 热情礼貌，问候客人 Be courtesy 研讨结果阐明一个顾客等了30秒或40秒 但经常觉的好似曾经等了3分钟或4分钟。Research report

10、indicated, when a customer has waited for 30 - 40 seconds, it is equivalent to their 3 4 minutes .浅笑点头表示客人 - 3米 Smile to customer when 3 meters away言语问候客人 - 1米 Greet customer when 1 meter away行进中问候 Greeting while walking Touch 1: 了解客人 Know Your Customer 问候黄金法那么Golden Principles第一时间用言语与肢体言语问候客人Greeti

11、ng customer by language and body language.善用称誉ComplimentTouch 1: 了解客人 Know Your Customer 不恰当的称誉 Inappropriate compliment 您可真美丽！ You are so Beautiful 您的领带真贵！ Your tie is really expensive!我们可以说:We could say 您今天气色很好! You look so fresh today! 这条领带很适宜您！ Your tie fit you very well!如何学会称誉客人呢？How to complim

12、ent your customers?. 提示客人能否有遗忘的物品 Remind the customer of their personal property 真诚赞赏客人的光临 Sincerely appreciate for coming 欢迎再次光临 Looking forward to your next visit 察看能否需求其他的效力或协助 Observe to offer any further assistanceTouch 1: 了解客人 Know Your Customer 送别客人Farewell.要点回想Points Review如何浅笑效力&目光交流How to

13、Smile & Eye contactb. 用姓氏称谓客人 Greeting Guest by Namec. 问候的黄金法那么是什么？ what is Greeting Golden Principle?善用称誉 Complimente. 送别客人都要做哪些？ FarewellTouch 1: 了解客人 Know Your Customer .Touch 2: 顾客需求：预知与确定Customer Needs: Anticipating & Determining在客人提出要求之前提供效力即提供超前效力为客人带来惊喜To offer and serve before being asked -

14、 will bring about customer satisfactionWow!Gloria Touch.如何可以预知与确定顾客需求？How to anticipate and determinecustomer needs? 阅读Reading 倾听Listening 察看ObservingGloria Touch.阅读What shall we read?预订信息 Reservation Record客史资料 Customer Profile个性化效力记录 Customers Preference RecordTouch 2: 顾客需求Customer Needs.倾听What sh

15、all we listen?我们与客人交谈时 When we are talking with the customers客人与客人交谈时 When the customers are talking*留意Attention：客人隐私 Customer PrivacyTouch 2: 顾客需求Customer Needs.察看What shall we observe?肢体言语 Body Language面部表情 Facial Expression姿态 Posture手势 Hand GestureTouch 2: 顾客需求Customer Needs.Touch 2: 顾客需求Customer

16、 Needs要点回想Points Review什么是预知与确定顾客需求？ What is anticipating and determining customers needs?如何可以预知与确定顾客需求？ How to anticipate and determine customer needs? 阅读些什么？ What shall we read? 倾听些什么？ What shall we listen? 察看些什么？ What shall we observe?.Touch 3: 竭尽全力Doing Our Best绝不说“不 Never say no负起责任 Be responsi

17、ble ( take ownership )“一站式效力 One-stop-serviceGloria Touch.Sample 1他是一名客房效力员，有位带孩子的客人入住，需求多加一瓶矿泉水You are an attendant,a customer with a child needs one more bottle of mineral waterTouch 3: 竭尽全力Doing Our Best.他应该：向上级寻求协助You should: Asking for help我们不该说：酒店有规定，我不可以那样做。According hotel Policy, I cant do t

18、hat.我们应该说：请稍等，我请示一下我的主管，5分钟后给您回复，可以吗？Moment, please. I will ask my team leader. I will return in 5 minutes. Is that all right?Touch 3: 竭尽全力Doing Our Best寻求支持 Asking for Help.Sample 2他是一名餐厅效力员，正要下班时有位客人前来用餐You are a waitress, a customer comes after operating hourTouch 3: 竭尽全力Doing Our Best.他应该：立刻协调与处

19、理问题You should: Coordinate and solve immediately我们不该说：对不起，餐厅关门了。Sorry, the restaurant is closed.我们应该说：对不起，如今曾经过了我们的营业时间。我协助您联络送餐效力，好吗？Sorry, our operation hour is till 21:00. Would you like me to contact Room Service?承当起个人责任 Take OwnershipTouch 3: 竭尽全力Doing Our Best.Sample 3他是一名餐厅效力员，有位客人要他协助订车去机场You

20、 are a waitress, a customer ask you to book a car to the airportTouch 3: 竭尽全力Doing Our Best.他应该：立刻协调与处理问题You should: Coordinate and solve immediately我们不该说：对不起，那是其他部门的事。Sorry, that is not our job.我们应该说： 我立刻查一下，五分钟后给您回复，可以吗？Moment, please. I will make the necessary arrangement . I will return in 5 min

21、utes. Is that all right?Touch 3: 竭尽全力Doing Our Best一站式效力 One-Stop Service.何时可以说“不When we can say No 违反法律 Violating the law 损坏酒店和客人的平安 Violating the security 不品德的行为 Violating the moralityTouch 3: 竭尽全力Doing Our Best.要点回想Points Review效力的忌讳是什么？ What is the service taboo? 何种情况下需求寻求协助？ When you should ask

22、 for support? 什么是一站式效力？ What is meant about One Stop Service 在对客效力中，如何承当起更多的个人责任？ How to take more responsibilities for customer service ？Touch 3: 竭尽全力Doing Our Best.Touch 4: 效力补救Service Recovery重获客人信任To regain the customer: 赞扬的客人 忠实客人 COMPLAINING LOYAL CUSTOMER CUSTOMER RECOVERYGloria Touch.处置客人赞扬是

23、Handling the Complains问题关键不在于顾客是对还是错关键在于处理如今问题的态度The main point is not who are right or wrong. It Is the attitude to solving the problemsTouch 4: 效力补救Service Recovery建立忠实客户的珍贵时机 Its the opportunity to gain customer Loyalty.补救步骤Steps In Service Recovery倾听 Listening负疚 Apologize处理 Remedy跟进 Follow - UpG

24、loria Touch.如何倾听 不要打断客人，让客人倾诉他们的愤怒。 Do not interrupt, let the guests tell us the problem 留意力集中Concentrate, attentive 表示出同情心, 采用积极的肢体言语，坚持目光接触 Sympathies, body language and eye contact 适当提问并记录, 反复重要信息 Make notes and repeatTouch 4: 效力补救Service RecoveryHow to Listen. 找借口 Give lame excuse 指摘其他人与部门 Blame

25、 the others “我跟酒店管理层说过，但都无效 I have informed Management but nothing has been done “这以前发生过很多次 It has happened several times before 赞同承当经济补偿 Agree to accept liability Touch 4: 效力补救Service RecoveryApologize道 歉Do Not 忌讳 :.如何负疚 表示我们站在客人一边Show we are on their side 阐明我们的注重 Show our concern 积极的任务态度 Positive AttitudeTouch 4: 效力补救Service RecoveryHow to Apologize 我们可以说 Standard Expression 对不起，王先生，非常负疚给您带来不便,我将尽快处理。 Im sorry for the inconvenience, Ill solve it as soon as possible. 对不起，先生，我将马上为您协调。 We do apologize sir, I