第二次黄金服务标准peter panpeter pan-gold standards

1、T h eG o l dS t a n d a r d s黄 金 服 务 准 则Lecturer: Peter Pan 潘峥Hangzhou Marriott Hotel Qianjiang 杭州钱江新城万豪酒店Self-introduction自我介绍Peter Pan 潘峥- General Manger总经理- Hotel Manager酒店经理- Market Director SalesDistribution Hangzhou杭州区域销售及渠道市场总监- Director of Sales & Marketing市场销售总监- Sales Manager销售经理- Front Of

2、fice Manager前厅经理- Front Office Agent前台接待员- Shopping Arcade Cashier商场收银Inspiring educators, enhancing education and changing lives.Contents目1. What is Gold Standards录什么是黄金服务准则2. Back to Basics回到基本3. WOW Stories创造惊喜1Part OneWhat is Gold Standards什么是黄金服务准则What is Gold Standardsu What is your understand

3、ing of Gold Standards你是如何理解黄金服务准则u Please list Gold Standards you know请列出你认为的黄金服务准则What is Gold Standardsu Make our guests comfortable is our highest mission使宾客得到真诚关怀和舒适款待是我们的最高使命u Provide the finest personal service and facilities for our guests为宾客提供最完善的个性化服务和设施u Fulfills guests unexpressed wishes

4、and needs满足客人未表达的愿望和需求2Part TwoBack to Basics回到基本Back to Basicsu A warm and sincere greeting. Use the guestname, if and when possible.u Fond farewell. Give them a warm good-bye and use their names, if and when possible.u Anticipation and compliance with guest needs.u Address guests issues as soon as

5、 possible.u Smile. Always maintain positive eye contact. Use the proper vocabulary with our guests.u Take care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to hotel clothing and grooming standards.u Responsible for the cleanliness and create a s

6、afe environment for guests and colleaguesu 热情真诚地问候宾客，如果可能，请使用宾客的名字。u 亲切送别，热情地说再见，如果可能的话，请使用宾客的名字。u 对客人的需求做出预期并积极满足客人需要。u 勇于面对并快速解决客户的问题。u 微笑。要使用适当的语言与顾客沟通，经常保持积极的目光接触。u 必须整洁、得体，佩戴好自己的胸牌。对自己专业的仪表，语言和举止感到自豪。u 负责使清洁度达到最高标准，创造安全无忧的环境。3Part ThreeWOW Stories创造惊喜WOW Storiesu Always think one or more steps

7、ahead of the guests永远为宾客多想一步u Let the guest know they are different from othercustomers让宾客知道他们与众不同u Experience MORE than what they experienced at home让宾客感受到更多与家不同的体验u Little things that build lifetime relationship with guests通过小事与宾客建立个人情谊u Communicate, communicate, communicate.Deliver, deliver, deli

8、ver沟通、沟通、沟通/执行、执行、执行WOW StoriesxM IIR III Ol TH A N凸 ZHO IJ 0 1 / lliJ I II N G杖州性 比 拓遽 万 霞 昙色聚程The trip of giraffeWOW Stories - The JW TreatmentM IIR III Ol TxH A N凸 ZHO IJ 0 1 / lliJ I II N G杖州性 比 拓遽 万 霞 昙色聚程WOW Stories - The JW TreatmentChef Liang in Taste of MomentWOW Stories - The JW TreatmentM

9、 IIR III Ol TxH A N凸 ZHO IJ 0 1 / lliJ I II N G杖州性 比 拓遽 万 霞 昙色聚程聚程WOW StoriesxM IIR III Ol TH A N凸 ZHO IJ 0 1 / lliJ I II N G杖州性 比 拓遽 万 霞 昙色Technology InnovationFacial Recognition Check-In TechnologyFurther ReadingsxM IIR III Ol TH A N凸 ZHO IJ 0 1 / lliJ I II N G杖州性 比 拓遽 万 霞 昙色聚程Assignmentu Design your own WOW storyRegular guest Mr.Wong and his wife will stay at our hotel this Friday, and you find that Friday is their 30-year wedding anniversary. How will you make a WOW experience for them?酒店常客王先生和他太太这周五会入住酒店，你无意中知晓周五是他们结婚三十周年纪念会如何制造惊喜