洲际酒店服务培训

AnswerandAnticipate答复与预计

1Objectives目标Identifythemostfrequentlyaskedquestionsinourhotel找出在酒店内经常会问到的问题Identifythreeresourcesyoucanusetoansweraguest’squestions确定寻找客人问题答案的三个来源Describetheimportanceofofferingoptionswhenansweringaguest’squestions描述在答复以下问题时提供选择的重要性2Objectives目标DescribeaHolidayInnEncounter描述一次假日酒店接触

ListthefourquestionsinAnticipatingNeeds列出在预计需要时的四个问题3AnswerandAnticipate答复以下问题与预计需要Recentstudies

最近的研究说明knowledge+responsiveness+friendliness员工的知识＋员工的反响灵敏＋员工的友善=

21%ofourGSTSscores

构成了 宾客满意度的21%!

4SmallGroupExercise-FrequentlyAskedQuestions小组练习-常问的问题WhatquestionswouldyouhaveifyouhadneverbeentoQinHuangDaobefore?

如果你从未来到过秦皇岛、北戴河，你会对这个城市有什么样的问题？WhatquestionswouldyouwanttoknowifyouhadneverstayedinXinHuaHolidayHotelbefore?

如果你从未入住过新华假日酒店，你想了解这家酒店的哪些内容？Whatquestionswouldyoureceiveaboutthecompanyanditssisterproperties?

客人会问你哪些有关于你们酒店以及与姐妹酒店有关的问题？5TheService-ProfitChain效劳-利润链Associate

Satisfaction员工满意GuestSatisfaction客人满意RevenueGrowth收入增长6FindingAnswers

找出答案Takeownership

主动承担责任Whatarethesourcesthatyoucanturntosoastofindtheanswer?

你从哪些地方可以找到问题的答案？7ProvidingOptions提供选择

1.Listen倾听2.Clarify确认3.Suggest建议8ProvidingOptions提供选择

•Alwaystrytorecommendhotelfacilities

总是尽量推荐酒店的设施•Providealternativeoptions

提供多种选择•Makesurewearesatisfyingtheguest’srequest

确保我们提供的选择能够令客人满意9HolidayInnEncounters假日酒店经历Asserviceproviders,oursuccessismeasuredthroughoneguestatatime,oneinteractionatatime.

作为效劳的提供者，我们的效劳成功与否来自于我们与每一位客人的每次接触。Theopportunitytowinorloseguest’sloyalty

是我们赢得或失去客人忠诚度的时机HolidayInnEncounter:Anopportunityformakingtheordinary,extraordinary!

假日酒店的经历：是使我们的效劳变得不平凡的时机10HolidayInnEncountersExerciseIn24hours,howmanyencountersdoesaguesthavewithourassociates?在24小时里,客人会和我们的员工接触多少次?Enteringthehotel:Ordinaryvs.Extraordinary进入酒店:普通的和出色的11AnticipateNeeds预计需要Anticipatingimmediateandfutureneedsofourguests:Impresstheguestandcreateloyaltytoourbrand

预计客人现在与未来的需要：给客人留下美好印象，并使其建立对我们品牌的忠诚度。DoingOrdinaryThingsinanExtraordinaryWay!

把平凡的事做得不平凡！12AnticipateNeeds预计需要Whatisgoingon?

正在发生什么事？2.Whoisinvolved?与谁有关？3.WhatmighthappenifIdonothi