如何服务好我们的客人

1BeMyGuest服务我们的客人S.T.A.R.ServiceStandardS.T.A.R.服务标准2BasicSkills微笑与问候STAR服务标准1STARServiceStandard1SmileandGreet3BasicSkillsObjective目标•Describetheimpactsmilinghasonguestsandfellowassociates描述微笑对客人及同事的影响•Describetheimpacteyecontacthasonguestsandfellowassociates描述目光接触对客人及同事的影响•Describewhentogreetguestsandfellowassociates描述何时向客人及同事表示问候•Demonstrateusinganappropriatehospitalitygreetingandusingtheguest’sname演示恰当的、友好的问候及称呼客人的姓名4BasicSkillsObjective目标•Identifythreewaystofindoutaguest’sname确定三种找到客人姓名的方法•Describetheimportanceofusingthisstandardineveryencounterwithguestsandfellowassociates描述每一次与客人及同事打交道的时候都使用该标准的重要性5BasicSkillsSTARServiceStandardSTAR服务标准SSmile&Greet微笑与问候Everytimeyouencounteraguestorfellowassociate,smileandofferanappropriatehospitalitygreeting.当你每次遇见客人或同事时，微笑并给予恰当、真诚的问候。6BasicSkillsSMILE&GREET微笑及问候1.Smile微笑2.MakeEyeContact目光接触3.UsetheGuest’sName称呼客人姓名4.GreettheGuest问候客人7BasicSkillsSMILE&GREET微笑及问候1.Smile微笑2.MakeEyeContact目光接触3.UsetheGuest’sName称呼客人姓名4.GreettheGuest问候客人8BasicSkillsSMILE微笑Whyissmilingsoimportant?为什么微笑很重要？Weareaglobalbrandandthesmileistheinternationallanguage微笑是一种国际语言Itcreatespositiveenergy它可以创造能量Itdemonstratesourinterest;showswecare;andconveysbeingwelcoming展现我们的热情与关爱Otherstendtosmilewhenwesmile我们的微笑可以得到别人的回报9BasicSkillsAsmileisgenuineandwarm,sorememberto:微笑是坦诚与温暖的，所以请记住：Focusontheguest,putasideyourpersonalproblems关注宾客，私事放一旁Besincere真心诚意Makesuretherestofyournon-verbalcuesmatchesthesmileonyourface确保其他身体语言的含义与您脸上的笑容一致Watchoutforinappropriatesituations注意避免某些情形下不恰当的微笑SMILE微笑10BasicSkillsSMILE&GREET微笑及问候1.Smile微笑2.MakeEyeContact目光接触3.UsetheGuest’sName称呼客人姓名4.GreettheGuest问候客人11BasicSkillsExercise练习Howdidyoufeelwhentherewasnoeyecontact?没有目光交流时,您有何感受？Howdidyoufeelwhenyourpartnermaintainedeyecontactwithyou?对方与您保持目光交流时您有何感受？MakeEyeContact目光接触12BasicSkillsMakingeyecontactwithourguestsandfellowassociates：与我们的宾客与同事进行目光接触：Willmakethemfeelimportant会让他们感到受重视Showthatwerespectthem表示我们尊重他们Showthatweareinterested表现出我们的热情MakeEyeContact目光接触13BasicSkillsSMILE&GREET微笑及问候1.Smile微笑2.MakeEyeContact目光接触3.UsetheGuest’sName称呼客人姓名4.GreettheGuest问候客人14BasicSkillsUsetheGuest’sName称呼客人姓名Whyisimportanttousetheguest’sname?为何称呼宾客的姓名很重要？Waystofindoutyourguest’sname:获知客人姓名的途径有哪些？Askingforourguest’sname–howdowedoit?询问我们宾客的姓名--如何询问？15BasicSkillsSMILE&GREET微笑及问候1.Smile微笑2.MakeEyeContact目光接触3.UsetheGuest’sName称呼客人姓名4.GreettheGuest问候客人16BasicSkills哪一种是最适合我们酒店的问候？123Whichisthemostappropriategreetingforourhotel?“嗨！让我带上份双人菜单来给你们找一张靠窗的好位子。下午好，我们很高兴在中午有您这么可爱的女士与我们共进午餐，请让我带您到那张靠窗的好位子去，请随我来。下午好，女士们。是两位用餐吗？我正好有一张靠窗的好位子，请随我来好吗？”17BasicSkillsGreettheGuest问候客人Weshouldalwaysgreetourguestsinafriendly,professionalmanner,withoutoverdoingit.我们应该以友好、礼貌的态度问候客人，但不要过火。18BasicSkillsThe10&5Rule“10与5”的法则Attenfeetawayweacknowledge(Headnod;smile;makeeyecontact)aguest,andatfivefeetawaywegreetaguest.在离客人10英尺（3米）时，我们应运用恰当的身体语言(点头，微笑并保持目光接触）与客人打招呼。在离客人5英尺(1.5米）时，我们应问候客人，并伴以恰当的身体语言。GreettheGuest问候客人19BasicSkillsWrap-up/Summarize回顾与总结•Fourkeypointsof“Smile&Greet”standard“微笑与问候”的四个要点Smile微笑MakeEyeContact目光接触UsetheGuest’sName使用客人的姓名GreetingGuestsandFellowAssociates问候客人和同事•The10&5rules10与5的规则20BasicSkillsTalkandListen交谈与倾听STAR服务标准2STARServiceStandard221BasicSkillsObjectives目标•Listthreewayswecommunicate列出沟通的三种方式•Identifynon-verbalsignalsandtheirmeaning识别非口语信号及它们的含义•Describehowtolisteneffectively描述如何有效倾听•Demonstratelisteningskillswithaguestorfellowassociate演示与客人或同事沟通时的倾听技巧22BasicSkillsThreeWaysWeCommunicate三种沟通方式•Whatwesay-thewordswespeak说什么-我们说话的言词•Howwesayit-ourtoneofvoice如何说-我们的语调•Bodylanguage-whatwedemonstratewithoutwords身体语言-不用言词表达的23BasicSkillsHOWWECOMMUNICATE我们如何交流言词语调身体语言Non-Verbal55%ToneofVoice38%Words7%24BasicSkillsHOWWECOMMUNICATE我们如何交流Foldedarms双臂交叉抱于胸前Rollingeyes东张西望Lookingatwatch看表Yawning打呵欠。Eyesonworkasaguestapproaches员工只顾埋头工作而忽视客人的到来ExamplesofnegativeNon-VerbalBehaviors:非口头行为的反面例子：25BasicSkillsHOWWECOMMUNICATE我们如何交流Chinup下颌略抬Standstraightup身体站直Shouldersback肩膀后拢Eyecontact目光接触ExamplesofpositiveNon-VerbalBehaviors:非口头行为的正面的例子：26BasicSkillsHOWWECOMMUNICATE我们如何交流Makesureyourtoneofvoicematchesyourintent确保你的语音语调与你所要表达的意思一致27BasicSkillsHOWWECOMMUNICATE我们如何交流得体的语言可以向我们的客人与同事表示我们是很职业化的、礼貌与考虑周到的。Carefulchoiceofwordswillshowourguestsandfellowassociatesthatweareprofessional,respectfulandconsiderate.28BasicSkillsLISTEN倾听Leaningtowardsthespeaker身体略倾向说话者Noddingyourhead点头Makingeyecontact保持目光接触Takingnotes做笔记Askingclarifyingquestions不懂就问Repeatingorrephrasing重复并对有错误的地方进行修改Howtolistenactively…积极地倾听是通过……29BasicSkillsLISTEN倾听Interruptingthespeaker打断客人Finishingtheguest’ssentences接客人下句Lookingawayorlookingdown东张西望或向下看Fidgetingwithpenorpaper坐立不安地玩弄手中的笔或纸Whattoavoid…我们应该避免…...30BasicSkillsLISTEN倾听WhenyoumixupthewordsofLISTEN,whatdoesitspell?将LISTEN这个单词的字母重新排列组合，可以成为哪一个单词？SILENT31BasicSkillsWrap-up/Summarize回顾与总结•Listthreewayswecommunicate列出沟通的三种方式•Whatpercentageofwhatwecommunicateoverthephoneisinourtoneofvoice?当通过电话交谈时，我们通过语调获取的信息占多少？•Identifynon-verbalsignalsandtheirmeaning确定非口语信号及它们的含义•Describehowtolistenactively描述如何有效倾听32BasicSkillsAnsweran