酒店综合服务技巧培训

ComprehensiveServiceSkills综合服务技能SixBasicServiceExpectations客人对服务的基本期望Courteous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1.ListeningSkill听力技巧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1.Neverjumptoconclusion.不要急于做出任何结论或推断。2.Restatetoclarifyunderstanding.重新阐述一遍以明确的准确性。（Askquestionsifnecessary）必要时，可提一些问题。3.Listenfortheguestfeelings.倾听客人的感受。2.ProblemSolvingSkills解决问题的技巧ComplaintsasOpportunity视投诉为机遇Usecomplaintsasopportunitiestoprovidebetterservice.将投诉作为改进服务的机遇。Understandthefourcategoriesofguestcomplaints.理解4类客人的投诉。Understandhowhandlingcomplaintsproperlycanhelptheproperty.明白怎样恰当地处理投诉才能很好的帮助酒店。Useguestcommentcardsorquestionnairestoidentifyguestcomplaints.使用客人的评价单或问卷来确定客人有什么样的投诉。A.Complaintsasopportunities视投诉为机遇Statistics-guestwithproblemsarethebiggestopportunityforrepeatbusiness经统计，有过投诉的客人是最有可能成为再次光临酒店的人。1.35%ofguestswithanunresolvedproblemwithreturn.35%的客人，即使问题未解决，仍将返回。2.85%ofguestswithoutaproblemwillreturn.85%的客人在没有问题的情况下将再次光临。3.97%ofguestswithaproblemsolvedtotheirsatisfactionwillreturn(Source:Meeting&ConferenceExecutivesAlert:AMarriottStudy).97%的客人，在问题解决至其满意程度的情况下将再次光临。B.Aguestwhocomplains:投诉的客人1.Alertsthepropertytoproblemthataffectguestsatisfaction.提醒酒店注意影响客人满意度的问题。2.Givesthepropertyasecondchancetomakethingsrightfortheguest.给予酒店另一次改善的机遇。C.Fourcategoriesofguestscomplaint4类客人的投诉A.Mechanical机械类1.Climatecontrol室温及湿度控制2.Lighting灯光3.Electricity通电4.Roomfurnishings室内装潢5.Icemachines制冰机6.Vendingmachines自动售货机7.Doorkeys门锁8.Plumbing下水管道9.Televisionsets电视机10.Elevators电梯B.Attitudinal个人态度类1.Guestinsultedbyrudeortactlesshotelstaffmembers.客人由于酒店员工的粗鲁和不老练而觉得受到侮辱2.Guestoverheardstaffconversationsorreceivedcomplaintsfromhotelstaffmembers客人无意听到酒店员工谈话投诉3.Subtleattitudinalturn-off(whatthestaffdidn’tdo)-lackofsmile,lackofsincerity,“It’snotmyjob”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.C.Service-related有关服务类1.Longwaitingtimeforservice.长时间等候服务。2.Lackofassistancewithluggage.未帮助搬运行李。3.Untidyrooms.房间不整洁。4.Phonedifficulties.电话有故障。5.Missedwake-upcalls.未打叫醒电话。6.Coldorillpreparedfood.冷的或变质的食品。7.Ignoredrequestsforadditionalsupplies.忽略额外供应的要求。D.Unusual非常类1.Absenceofswimmingpool没有游泳池2.Lackofpublictransportation缺乏公共交通3.Badweather天气恶劣C.Solvingtheproblemsthatcausethecomplaint解决产生投诉的问题Listenattentively.注意聆听。Apologize&showunderstanding.道歉和表示理解，体谅。Offersolutionsandfindoutwhichonetheguestprefers.提供解决办法，直到客人满意接受的方法。Followthrough.跟催/办。Doublecheckwithguestlaterforsatisfaction.再次检查，确保客人满意。3.VERBALEXPRESSION语言表达的技巧Voice声线Pace语速Tone语调Volume音量COURTESYISTHEANSWER礼貌就是答案MAGICWORD有魅力的话COURTEOUS有礼貌的话HOWTONEOFVICECANCONVEYASERVICEATTITUDE.通过语音，语调可以体现服务态度。MayIhaveyournameplease？MayIhelpyou？MayIassistyou？Rightthiswayplease.Wouldyoucarforsomedessert？Didyouhaveapleasantstaywithus？Itisnotjustwhatyousay,itisalsohowyousayit.不在于你说什么，而在于你怎么说。Usetheguest’sname称呼客人名字4.Confidencesignals身体语言StandupstraightShoulderssquaredHeaderect,chinupEyecontact,arm\handsrelaxedLean\movetowardspeakersFacialexpressionfriendly,caringAttentiveCareConcernConfidence细心爱心关心信心enthusiasmpatiencesincereobservant热心耐心诚心察言观色Agentleapproachissmiletotheworld.友善随和，温文尔雅（微笑是走向世界的通道）Madeeachguestfeelhonoredandwelcomewithproperattitude.凭着敬诚的态度赢取顾客的信心Iwouldratherteachyouhowtofishthantogiveyouafisheveryday.赠之以鱼不如授之渔theimportantpointsforsuccessfulfuturepositiveattitude积极的态度qualityofwork工作的质量quantityofwork工作的数量initiative主动性cooperation合作精神flexibility灵活性dependability可靠性Personalinvolvement个人的投入与参与Weonlypromisewhatwecandeliver.Wemustalwaysdeliverwhatwepromise.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GodwillonlyhelpthoseWhohelpthemselves.自助者，天助。FOURA四个AAppreciation敬业乐业Action行动Attitude态度Appearance仪容仪表Leanthroughexperienceexperiencethroughlearning.从经验中学习，亦要从学习中总结经验。Acceptmistakebutdon’trepeatmistakes.允许错误，但不能重复相同的错误。LearningAnyonewhostopleaningisold,whetherat20or80.Anyonewhokeepslearningstaysyoung.学以致用学习使人年青不学使人老化不用使人空叹息