白金管家培训

Thehotel宾馆Theroom/suite房间/套房TheGuest客人TheButler&TheConcierge&AllStaff管家、礼宾和所有员工Micro-Environment细微环境Macro-Environment细微环境BITeamworkistheabilitytoworktogethertowardsacommonvision.Theabilitytodirectindividualaccomplishmentstowardsorganisationalobjectives.Itisthefuelthatallowscommonpeopletoattainuncommonresults.团队工作是为着共同的眼光在一起工作的能力把个人的技艺贡献给有组织的目标的能力是使得寻常的人们取得不寻常的结果的燃料BITheconcept理念Organisation组织&与GuestDatabase客人数据库TheGuest客人&与hisexperience/expectations他的经验和期望BIWhatdoestheHotelButlerdo?酒店管家都做什么？Heistheeyes..他是眼睛Heistheears..他是耳朵Heistheknowledgebase..他是知识库Heisthehands..他是手Anticipatingneeds,Protecting,….takingcare!预期需要、保护……照料BIWhatdoestheHotelButlerdo….酒店管家都做些什么Youareaguardianangel你是一名护卫天使Youaresafeguardinghiswalkoflife你保卫者他的生活方式Youareavailablewhereverandwheneverneeded无论何地何时需要，你都会出现在那里Youareanticipatingneeds你预期着需要Youarearranging,preparing,organisingandexceedingwishes,requirements,needso你安排、准备并超越着希望、要求、需要Youareacompanion你是一名伴侣BI20topicsyouneedtoknowandbeabletodo,togiveexcellentservicetotheguests为了给客人提供卓越的服务，有20个内容你需要知道并且能够身体力行地去做Knowyourguest,了解你服务的业主Beskilled,要有技巧Befocussed,要专心Beknowledgeable,要有丰富的知识BI20topicsKnowyourguest了解你服务的业主的20个内容1personalinformation:name,howtoaddress,birthday(familystatusandmembers),country,culture个人信息：姓名，如何称呼，生日（家庭状况及成员），国家，文化2travelschedule,travelpreferencesandsecuritylevel/contacts旅行时间表，旅行的喜好和安全级别/联系人3healthissues健康问题4basichabits(whosleepswhere,roomtemp,interests)andamenitypreferences(fruits,shampoo)基本习惯（谁睡在哪里、房间的温度、兴趣）和免费供应品喜好（水果、香波）BI20topics:Beskilled要有技巧5basicshoecare(polishing)基本的皮鞋护理（抛光）6openingabottleofwine/champagne开葡萄酒/香槟酒瓶7sewingonabutton钉扣子8basicstainremoval基本的去除污渍9(un-)packsuitcases行李箱的打包与开箱BIBI20topics:Beskilled要有技巧10knowhowtoprepareandserve(non-alcoholic)drinks知道如何准备和倒（非酒精）饮料11haveexcellentcommunicationskills:e.g.readbodylanguage有着卓越的沟通技巧：如阅读身体语言12haveexcellentorganisingskills;teamplayer,ownership,delegate,diplomatic有着卓越的组织才能；团队合作、领导、分派任务、外交技能13therightprotocolandetiquette,includingperfectgrooming合适的礼仪，包括完美的仪表BI20topics:Befocussed要专注14detailedoriented注重细节15awareness意识16beprepared:havekeyattributesonyou,becurious,haveaplan-Binplace要做好准备：你自身要具备关键的素质，要有好奇心，要准备好B方案BI20topics:Beknowledgeable要知识丰富17knowallfacilitiesandcontactsofthehotel(where,openingshour,contactnumber/name)知道酒店的全部设施和联系方式（何处、营业时间、联系电话/人）18knowallaboutthecity,countryetc非常了解城市、国家等19havealargenetwork(digyourwellbeforeyougetthirsty)有庞大的网络（在口渴之前挖好你的井）20beinformedandinterestedinandaboutawiderangeofinterests有广泛的兴趣BICircleofHospitality招待业的循环圈Preparation准备Follow-up跟踪Departure离店PreparingforDeparture准备离店Providingluxury提供豪华Connecting联系Receiving接待YourPersonalGuest你个人的客人BICreatingacomfortableenvironmentisabouttheguestandwhattheyexpect/anticipate.营造一个舒适的环境，关系到客人及其期望Onlytheperception/experienceoftheguestcounts.只有对客人的感知/经验方能奏效BIPrepareforarrival准备到达Prepare准备Theguest客人Theroom/suite客房/套房Thestaff员工Yourself你本人BIReceivingtheguest接待客人Firstimpression第一印象Appropriatesmile适宜的微笑Appropriateremark适宜的说法Approachability可接近性Comfortableenvironment舒适的环境BIReceivingtheguest接待客人Haveallscriptsinplace所有文字就位receivingattheairport/door在机场/店门候迎receivinginthesuite在套房中接待welcometea/drink欢迎茶/饮料introductionintohotel/facilities引入酒店/介绍设施laundrymanagement洗衣管理BIConnecting:Ittakestwototango….联系：要求二人跳探戈Listener听者Talker谈者Listener听者Talker谈者BIConnecting:Ittakestwototango….联系：要求二人跳探戈Watchfor观察:Bodylanguage肢体语言-hands手:whatdoyou(not)dowiththem该和不该对他们做的-feet脚:direction方向-eyes眼:movement,eyecontact动作、眼镜接触Culturaldifferences文化差异Languageuse使用语言Personalspace个人空间Smalltalk小聊天BITheServiceTransaction办理服务Itisallabout:connectingwiththeguestandbuildingtrust!与客人沟通并建立起信任至关一切CompletionoftheTask完成任务TreatmentoftheGuest接待客人RecoursesandSupport资源与支持BICompletionoftheTask完成任务Seekinginformation寻找信息Supplyinginformation支持信息Providingadditionalservicesandeffort提供更多的服务和努力Checkingon(guest)satisfaction确认客人满意度BIProvidingluxury提供豪华Experienceofluxury对于豪华的体验..Stimuli动力Expectationsofluxury..对于豪华的期望Valuationofluxury..对于豪华的评价Mindset观念BIProvidingluxury提供豪华ItisallaboutcreatingthatWOWfortheguesteverytimeagain,attherighttimeandattherightplacewithoutputtingourselvesinthespotlight.这关系到每次，在适当的地点，以不突出我们自己的方式，而一再地为客人创造惊喜效应…andremember:itisnotinthebigthings…还要记住，这并非一定是大事BIForaButleranyeventisallabout:对一名管家而言，任何事情都与如下方面有关：Servicetransaction办理服务Teamwork团队工作Networking网络工作Organising组织Management管理Creativity创意Hygiene卫生Eyefordetail着眼细节Ownership主导Desiretopleaseothers取悦他人的愿望Listening倾听Providingluxury提供豪华e.g.Tablesetting例子摆台BIProvidingluxury提供豪华Ourpresentationis:withoutimposition我们的展示：没有强加Ourstyleis:peerless我们的风范：无与伦比BIDepartureandFollowup离店和跟踪Leavealastingandimpressivelastimpression:给客人留下永久深刻的印象：最后的印象Supportintravelarrangement在旅行安排上给以支持Supportinpacking在收拾行装上给以支持Wavinggood-bye摆手说再见Followupanddataentry跟踪并输入信息…………………….BIDepartureandFollowup离店和跟踪TravelManagement旅行安排Takeownership负起责任Prepare准备Organise组织Followup跟进BIFurtherreading……有关管家的更多读物TheRemainsoftheDay,KazuoIshiguro,1989GosfordPark(movie)TheDevilwearsPrada(movie)PortraitinSepia,IsabelAlliende,2000TheHotel,JefferyRobinsonARoyalDuty,