《喜达屋明星服务》PPT课件.ppt
101页
1S.T.A.R. Service Standards明星服务标准 7S Smile & Greet 微笑与问候微笑与问候 T Talk & Listen 交谈与倾听交谈与倾听A Answer & Anticipate 回答与预计回答与预计R Resolve 圆满地解决圆满地解决 S.T.A.R. Service Standards明星服务标准AM P7 8微笑与问候微笑与问候明星服务标准1S.T.A.R. Service Standards 1Smile and GreetAM P4 9Objectives目标目标ØRealize the impact smiling & eye contact has on guests and fellow associates认识微笑、目光接触对客人及同事的影响ØClarify when to greet guests and fellow associates明确何时向客人及同事表示问候ØIdentify three ways to find out a guest’s name确定三种找到客人姓名的方法ØConduct an on-the-job skill practice进行岗位技能练习AM P5 10S.T.A.R. Service Standards明星服务标准明星服务标准S SSmile & Greet 微笑与问候微笑与问候 Every time you encounter a guest or fellow associate, smile and offer an appropriate hospitality greeting.当你每次遇见客人或同事时，当你每次遇见客人或同事时， 微笑并给予恰当、真诚的问候。
微笑并给予恰当、真诚的问候 11Smile&GreetSmile&Greet微笑及问候微笑及问候1. Smile微笑2. Greet 问候ØMake Eye Contact目光接触ØGreet the Guest问候客人Ø Use the Guest’s Name称呼客人姓名AM P7 12SmileSmile 微笑微笑Why is smiling so important?为什么微笑很重要？Ø We are a global brand and the smile is the international language我们是一个全球性的品牌，微笑恰是一种国际语言Ø It creates positive energy 它可以创造能量ØIt demonstrates our interest; shows we care; and conveys being welcoming 展现我们的热情与关爱；并让客人感到备受欢迎Ø Others tend to smile when we smile 我们的微笑可以得到对方的回应。
AM P8 13A smile is genuine and warm, so remember to:微笑是坦诚与温暖的，所以请记住：ØFocus on the guest, put aside your personal problems关注宾客，私事放一旁Ø Be sincere真心诚意Ø Make sure the rest of your non-verbal matches the smile on your face确保其他身体语言的含义与您脸上的笑容一致Ø Watch out for inappropriate situations 注意避免某些情形下不恰当的微笑AM P9SmileSmile 微笑微笑 14Smile&GreetSmile&Greet微笑及问候微笑及问候1. Smile微笑2. Greet 问候ØMake Eye Contact目光接触ØGreet the Guest问候客人Ø Use the Guest’s Name称呼客人姓名AM P7 15Exercise练习练习ØHow did you feel when there was no eye contact? 没有目光接触时,您有何感受？Ø How did you feel when your partner maintained eye contact with you? 对方与您保持目光接触时您有何感受？Make Eye Contact 目光接触目光接触AM P10 16Making eye contact with our guests and fellow associates：与我们的客人与同事进行目光接触：Ø Will make them feel important 会让他们感到受重视Ø Show that we respect them表示我们尊重他们ØShow that we are interested表现出我们的热情AM P11Make Eye Contact 目光接触目光接触 17Smile&GreetSmile&Greet微笑及问候微笑及问候1. Smile微笑2. Greet 问候ØMake Eye Contact目光接触ØGreet the Guest问候客人Ø Use the Guest’s Name称呼客人姓名AM P7 18Greet the Guest 问候客人问候客人Ø Why greet guests? 为什么要问候客人?Ø When greet our guests? 什么时候问候我们的客人?Ø How to greet our guests? 如何问候我们的客人?AM P12 19The 10 & 5 Rule “10与5”的法则:At ten feet away we acknowledge (Head nod; smile; make eye contact) a guest, and at five feet away we greet a guest. 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Greet the Guest 问候客人问候客人 20The most appropriate greeting for our hotel最适合我们酒店的问候最适合我们酒店的问候例句:晚上好,王女士.希望您度过一个宁静地夜晚.Example:Good evening,Ms Wang. Have a restful evening.1 您好! Nin Hao!2 客人姓名或职称+早上好/下午好/晚上好等 Guest's name or Title+Good morning/afternoon/evening AM P13 21We should always greet our guestsin a friendly, professional manner,without overdoing it. 我们应该以友好、礼貌的态度我们应该以友好、礼貌的态度，， 恰如其分的恰如其分的问候客人问候客人AM P13Greet the Guest 问候客人问候客人 22How will you handle these situations:你该如何处理这些情况：ØYou are busy with one guest and another guest approaches ?当你正忙于接待一位客人时，另一位客人向你走来？ØYou are helping a guest and another guest approaches you and insists on being attended to?当你正帮助一位客人时，另一位客人向你走来认为他也 应该受到帮助？AM P14Greet the Guest 问候客人问候客人 23Smile&GreetSmile&Greet微笑及问候微笑及问候1. Smile微笑2. Greet 问候ØMake Eye Contact目光接触ØGreet the Guest问候客人Ø Use the Guest’s Name称呼客人姓名AM P7 24Use the Guest’s Name 称呼客人姓名称呼客人姓名Ø Why is important to use the guest’s name? 为何称呼宾客的姓名很重要？- Show that we respect them 表示我们尊重他们- Show that we are qualified 表示我们是训练有素的- Show that we focus on them 代表着我们时刻关注于他们 25Ø How to address our guests? 如何称呼我们的客人？ - Use courteous words 使用礼貌的词 - Greeting with their titles 称呼他们的职务 Example: Mr./Miss/Ms./Sir/Madam... 如：先生/小姐/女士/或者他们的职务…Use the Guest’s Name 称呼客人姓名称呼客人姓名 26Ø Ways to find out your guest’s name: 获知客人姓名的途径有哪些？- Computer system 电脑系统里- Luggage tag 行李牌- Credit card, passport, Name Card 信用卡/护照 /名片- Phone display 显示器- Share by other associates 同事间的分享- Directly ask guests 直接询问客人Use the Guest’s Name 称呼客人姓名称呼客人姓名 27Ø Asking for our guest’s name – how do we do it? 询问我们宾客的姓名--如何询问？Example:Good evening, Sir. How may I address you? 例如： 晚上好，先生。
请问怎么称呼您？Use the Guest’s Name 称呼客人姓名称呼客人姓名 28Wrap-up / Summarize 回顾与总结回顾与总结ØKey points of “Smile & Greet” standard“ “微笑与问候微笑与问候” ” 的要点的要点- Smile - Smile 微笑微笑- Greet the Guest - Greet the Guest 问候客人问候客人Make Eye Contact Make Eye Contact 目光接触目光接触 Greet the GuestGreet the Guest问候客人问候客人Use the Guest’s NameUse the Guest’s Name称呼客人姓名称呼客人姓名ØThe 10 & 5 rules 1010与与5 5的法则的法则 29Exercise 练习练习 301.The guest is coming out of his room and you passes him in thehall pushing a vacuum cleaner. 你正在使用吸尘器，客人走出他的房间，从你身边走过。
2. You are a waiter in the restaurant and a guest comes in for breakfast. 你是餐厅的服务员，一位客人走进餐厅用早餐3.You are at the cashier’s desk in the evening and the gueststeps up to the counter. 晚间你在收银台值班，客人走近柜台角角色色扮扮演演BacktoBacktoBacktoBacktofacepagefacepagefacepagefacepageRole PlayAM P16 31交谈与倾听交谈与倾听明星服务标准明星服务标准2 2S.T.A.R. Service Standards 2Talk & Listen 32T Talk & Listen 交谈与倾听交谈与倾听Talk and listen to every guest and fellow associate in a warm, enthusiastic, and courteous tone and manner.以友善、热忱和礼貌的语气与客人或同以友善、热忱和礼貌的语气与客人或同事交谈并注意倾听。
事交谈并注意倾听S.T.A.R. Service Standards明星服务标准明星服务标准 33Objectives目标目标ØList three ways we communicate列出沟通的三种方式ØIdentify non-verbal signals and their meaning识别非口语信号及它们的含义ØDescribe how to listen effectively描述如何有效倾听ØDemonstrate listening skills with a guest or fellow associate 演示与客人或同事沟通时的倾听技巧AM P20 34Talk 交谈交谈 35Three Ways We Communicate三种沟通方式三种沟通方式ØWhat we say - the words we speak说什么 - 我们的言词ØHow we say it - our tone of voice如何说 - 我们的声音语调ØBody language - what we demonstrate without words 身体语言 - 不用言词表达的AM P23 36How we communicate我们如何交流我们如何交流 言词 语调身体语言AM P24 37Examples of negative Non-Verbal communication:非口头行为的非口头行为的反面反面例子：例子：Lean on walls/counters倚墙、柜台而站Put hands in pockets把手放在口袋（上衣、裤带）里Sitting unsightly二郎腿How we communicate我们如何交流我们如何交流AM P26 38Examples of positive Non-Verbal communication:非口头行为的非口头行为的正面正面的例子：的例子：Ø Raise our head, don’t be bow- backed 挺胸抬头、身姿挺拔 Ø Eye contact with smile 目光注视、面带微笑How we communicate我们如何交流我们如何交流 39Pitch 声调声调 Rhythm 节奏节奏Tempo 语速语速 Articulation 发音清晰度发音清晰度Volume 音量音量Our messages is affected by: 影响信息传达的因素有：影响信息传达的因素有：How we communicate我们如何交流我们如何交流 40Make sure your tone of voice matches with your intent确保你的语音语调确保你的语音语调 与你所要表达的意思一致与你所要表达的意思一致 How we communicate我们如何交流我们如何交流 41得体的语言可以向得体的语言可以向我们的客人与同事表示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。
我们是很职业化的、礼貌与考虑周到的 Careful choice of words will show our guests and fellow associates that we are professional, respectful and considerate.How we communicate我们如何交流我们如何交流 42Listen 倾听倾听 43Why listen？？为什么我们要倾听？为什么我们要倾听？ØListen can help us capture important information 倾听能帮助我们获得我们所需要的信息ØListen means we respect our guests倾听表示我们尊重我们的客人ØListen means we pay great attention on our guests倾听表示我们重视我们的客人…… 44Listen 倾倾 听听 ØLeaning toward the speaker 身体略倾向说话者ØNodding head 点头 ØMaking eye contact 保持目光接触ØTaking notes 做笔记ØAsking clarifying questions 通过提问加以澄清ØRepeating and rephrasing 重复并用自己的语言复述 ……How to listen actively…积极地倾听是通过积极地倾听是通过…………AM P31 45ØInterrupting the speaker 打断客人ØFinishing the guest’s sentences 接客人下句ØLooking away or looking down 东张西望或向下看ØFidgeting with pen or paper 坐立不安地玩弄手中的笔或纸……What to avoid…我们应该避免我们应该避免……AM P32Listen 倾倾 听听 46When you mix up the words of LISTEN, what does it spell?将LISTENLISTEN这个单词的字母重新排列组合，可以成为哪一个单词？SILENTListen 倾倾 听听 47Wrap-up / Summarize 回顾与总结回顾与总结ØList three ways we communicate列出沟通的三种方式ØWhat percentage of information we can capture on the phone by using intonation?当通过交谈时，我们通过语调获取的信息占多少？ØIdentify non-verbal signals and their meaning确定非口语信号及它们的含义ØDescribe how to listen actively描述如何有效倾听 48Exercise 练习练习 491.A very ill guest complaints about the temperature of air-condition is too low and you are the only associate who is on duty. 一位生病地客人投诉酒店空调太冷，而你唯一在场的当班服务员2. Received a call for room reservation 接到客房预定3. A meeting organizer is checking certain notices of banquet with our associate from sales department. 会议组织者在和一位销售人员核对宴会事项角角色色扮扮演演BacktoBacktoBacktoBacktofacepagefacepagefacepagefacepageRole Play AM P33 50回答与预计回答与预计明星服务标准3S.T.A.R. Service Standards 3Answer & Anticipate 51A Answer & Anticipate 回答与预计回答与预计Answer guests’ and fellow associates’ questions quickly and to their satisfaction, and anticipate needs by observing behavior and learning to “read” the guest.迅速有效的回答客人和同事的问题，注意观察客人迅速有效的回答客人和同事的问题，注意观察客人的行为并学习去了解客人，来预计他们的需求。
的行为并学习去了解客人，来预计他们的需求S.T.A.R. Service Standards明星服务标准明星服务标准 52Objectives目标目标Ø Know the frequently asked questions 了解客人常问的问题Ø Know how to answer guests’ questions 了解如何回答客人的问题Ø Know how to find out the answers to the guests’ questions 了解如何设法找到客人问题的答案Ø Know what is anticipation and its importance 了解什么是预计客人需求及其重要性Ø Know how to anticipate guests’ needs 了解如何预计客人需求AM P38 53Answer Questions回答问题回答问题 54Frequently Asked Questions 客人常问的问题客人常问的问题Group Exercise 小组练习小组练习It’s my town…这是我的城市这是我的城市…………It’s my hotel…这是我的酒店这是我的酒店…………It’s my company…这是我的公司这是我的公司…………AM P40 55Frequently Asked Questions客人常问的问题客人常问的问题It’s my town…这是我的城市这是我的城市............Ø F&B outlets and entertainment 餐饮娱乐场所Ø Weather and transportation 天气及交通Ø Sightseeing spots 旅游景点Ø Shopping malls 购物场所Ø Local custom and culture 当地风俗文化Ø Local big events 当地重要活动Ø Medical facility 医疗设施...... 56It’s my hotel…这是我的饭店这是我的饭店……Ø Hotel generic information (address, phone number, website, etc) 酒店的基本信息（地址、、网址等）Ø Hotel facility information (location, business hour) 酒店设施信息（位置、营业时间等）Ø Service-related information 服务相关信息Ø Discount information 优惠活动信息......Insert Hotel Logo/ PhotoFrequently Asked Questions客人常问的问题客人常问的问题 57It’s my company…这是我的公司这是我的公司…………Ø Group generic information 集团的基本信息Ø Brands information 其他酒店品牌的信息Ø Owner and shareholders information 业主及股东的信息......Insert Hotel Logo/ PhotoFrequently Asked Questions客人常问的问题客人常问的问题 58Answer Questions回答客人的问题回答客人的问题3. Suggest 建议建议Three Steps三个步骤三个步骤: :1. Listen 倾听倾听2. Clarify 确认确认AM P41 59Answer Questions-Suggest回答客人的问题回答客人的问题————建议建议- If appropriate, recommend hotel facility first 如合适，先推荐饭店的设施- Provide alternative options 提供两种以上的选择- Make sure we could satisfy the guest’s requests 确保我们提供的选择能够令客人满意 Ø When offering suggestions to the guest, we should provide with options 在为客人提供建议时，应为客人提供选择AM P42 60ØWhen a guest ask you that where he/she can find a genuine Japanese restaurant, what will you do? 当客人询问你，哪里有地道的日本餐厅时，你会怎么做？Answer Questions-Suggest回答客人的问题回答客人的问题————建议建议ØMr. Wang, what about the Japanese cuisine in our Miyabi Japanese Restaurant? There are fresh Sushi, Sashimi. Also, there are several Japanese Restaurants at Fuzhou Downtown. I’ve been to Itoya on Fuzhou Plaza. The atmosphere and the hot pot there is fabulous! 王先生，您可以尝试一下我们酒店雅--日本餐厅的地道日本菜，那里有新鲜的寿司、刺身。
同样，福州市区也有不少日本餐厅，我吃过福州广场的伊藤家，推荐您去尝试一下，那里的氛围和火锅都十分地道！ 61Taking ownership means finding the answer for the guest, even if you have to put effort to find the answers勇于承担个人责任意味着勇于承担个人责任意味着帮助客人找到问题的答案，帮助客人找到问题的答案，即使你必须从其它的途径发现问题的答案即使你必须从其它的途径发现问题的答案 Answer Questions-When we don’t know the answer回答客人问题回答客人问题————当我们不知道问题的答案时当我们不知道问题的答案时AM P43 What are some of the sources that you can turn to find the answers?你你 能能 从从 哪哪 些些 地地 方方 找找 出出 问问 题题 的的 答答 案案 ？？ 63 Should 我们应该我们应该1.Take initiate to find the answer主动找出问题的答案2.Confirm the accuracy of the answer 确认答案的准确性3.Offer personal options 提供为客人量身定做的选择ØShare the new information with colleagues 与其他同事分享你获知的最新信息Answer Questions-When we don’t know the answer 回答客人问题回答客人问题 ———— 当我们不知道问题的答案时当我们不知道问题的答案时 64Should Not 我们不应该我们不应该1.Answer with “I don’t know” 回答客人“不知道”2.Shift the problem off to other departments 将客人的问题推卸到其他部门3.Give uncertain answers 给客人模棱两可，或未经确认的答案4.Give unsatisfying options 提供的选择不符合客人的要求Answer Questions-When we don’t know the answer 回答客人问题回答客人问题 ———— 当我们不知道问题的答案时当我们不知道问题的答案时 65ØWhen the guest ask if there is mobile phone rental service in Business Center, what will you do? 当客人询问商务中心是否能够租用时，您会怎么做？–Excuse me, Mr. Jackson, let me check it for you right now.–Yes, Mr. Jackson, we have mobile phone rental service in our Business Center. Do you want me to lead you there for further detail information?–王先生，不好意思，请稍等。
我为您确认一下，好吗？–王先生，我们商务中心有您需要的租用服务，您需要的话我带您去商务中心具体询问一下好吗？Answer Questions-When we don’t know the answer 回答客人问题回答客人问题 ———— 当我们不知道问题的答案时当我们不知道问题的答案时When the guest ask about a specific question out of your profession, and the answer would be complicated, you should ask the particular department to follow up, or escort the guest to the department. 当客人的问题不是您本职岗位的专业问题，且答案相对比较复杂时，应该请专业部门同事主动跟进，或指引客人前往该服务区域 66ØWhen a guest in the public area ask you whether the parking lot is chargeable, what will you do? 当客人在公共区域询问您酒店车场停车是否收费时，您会怎么做？–Excuse me, Mr. Wang, let me check it for you right now.–Mr. Wang, I’m glad to inform you that our parking lot is free of charge.–王先生，不好意思，请稍等。
我为您确认一下，好吗？–王先生，我们酒店的车场停车是免费的When the guest ask about a specific question out of your profession, and the answer is quite simple, you should find the answer from the particular department and answer the guest question by yourself. 当客人的问题不是您本职岗位的专业问题，但是答案简单，应该亲自向有关部门确认后，再回答客人Answer Questions-When we don’t know the answer 回答客人问题回答客人问题 ———— 当我们不知道问题的答案时当我们不知道问题的答案时 67Anticipate Needs预计需要预计需要 68What is Anticipate什么是预计客人的需求什么是预计客人的需求Ø Before the guest realize, we are able to foresee the possible problem, and try to avoid the unpleasant experience occurring to the guest. 在客人尚未意识到时，我们便预计可能发生的问题，并努力 使客人避免此类问题的发生。
Ø When a guest experience a problem, even before the guest contacts the hotel for it, we have responded to the problem by anticipating. 在客人发生问题时，即使未向酒店作出要求，我们已通过预 计，快速地做出反应AM P46 69 Each hotel encounter is an opportunity to make the ordinary extraordinary. Meet guest expectation is not enough. The key to win is to beyond the guest expectation. 每次的酒店经历都是化普通为特殊的机会仅仅达到客人的期望是不够的，我们应该去超越客人的期望，这是我们制胜的关键所在Why Anticipate为什么要预计客人的需求为什么要预计客人的需求AM P46 70Ø Observe 观察Ø Make the best decision promptly 迅速做出最佳决定Ø Take initiative to offer service 主动提供服务Ø Show the genuine care 表达真心关爱How to Anticipate如何预计客人需求如何预计客人需求AM P46 71How to Anticipate-Observe如何预计客人需求如何预计客人需求————观察观察Various hints各种暗示……Verbal 客人的言词Vocal客人的语音语调Visual客人的身体语言Emotional客人的情感 AM P46 72ØVia observation, know the guest’s emotion and needs, find out feasible solution promptly. 通过观察，了解客人的情绪和需求，快速找出可行的解决方案。
ØConsiderate thoroughly and focus on details 考虑周到、关注细节ØThink in the other’s position换位思考ØChoose the best solution决定最佳解决方案How to Anticipate- Make the best decision promptly如何预计需求如何预计需求————迅速做出最佳决定迅速做出最佳决定AM P46 73When we anticipate needs, we should ask ourselves four questions预计客人需求时预计客人需求时, ,我们需要问自己我们需要问自己4 4个问题个问题Ø What is going on ? 现在正在发生什么事情？Ø Who is involved ? 涉及到哪些人？Ø What might happen if I do nothing ? 如果我们什么都不做会发生什么?Ø What action can I take ? 我能采取什么行动 ? 74ØTake initiative to offer service satisfying to guest’s need and beyond guest’s expectation 主动为客人提供满足其需求，超越其期望的服务–Provide map and bilingual address card for the guest asking the way主动为问路的客人提供地图、中英文地点卡片–Provide booking service of restaurant or tickets 主动帮助订餐订票等How to Anticipate - Take initiative to offer service 如何预计需求如何预计需求————主动提供服务主动提供服务 75ØKeep 3V consistent 保持3V的一致ØShow genuine care after offering service in different ways 通过各种方式，在服务后向客人表达真心关爱。
–Caring card慰问卡–Offering name card主动提供名片–Asking for feedback询问反馈–Asking if there’s further requirement 询问是否有其他需求等How to Anticipate- Show the genuine care 如何预计需求如何预计需求————表达真心关爱表达真心关爱 76Review回 顾ØHow to answer guests’ questions? 如何回答客人的问题？ØHow to give options to guests? 如何给与客人选择？ØWhat should you do if you don’t know the answer to guest’s question? 如果不知道客人问题的答案应该怎么做？ØHow to anticipate guest’s need? 如何预计客人需求？ 77Exercise 练习练习 781. You are a room attendant. Mr. Li has stayed in the hotel for several days. Every day, you will make his room. You found that his pillows are always on the floor, and only one cushion is in the bed. 您是一名客房服务员，李先生已经在酒店住了好几天，每天为他整理房间的时候，您都发现他的枕头总是散落在地上，而床上总是只有一个靠垫。
2. You are in the Concierge. Now, two young travelers are asking you about the way to Shanghai South Railway Station. You found that their train is at 9 pm and now it’s 4 pm.. They have already checked out. 您是一名礼宾部的员工，此时两位年轻的旅行者前来询问你如何前往上海南站，你发现他们手中的车票是晚上9点前往杭州的火车，而此时正是下午4点，这两位已经完成了离店结算手续3. You are a F&B Service attendant. You noticed that now Mr. Chen is coming for meal alone again, and he has been looking at the menu for a long time. 您是一名餐厅的服务员，您看到陈先生此时又一个人前来餐厅用餐，他对着菜单发了好一会儿呆角角色色扮扮演演BacktoBacktoBacktoBacktofacepagefacepagefacepagefacepageRole Play AM P47 79圆满地解决圆满地解决明星服务标准4S.T.A.R. Service Standards 4Resolve 80R Resolve 圆满的解决问题圆满的解决问题Resolve guests’ problems by followingthe systematic WOW Recovery system. 通过通过WOWWOW服务补救系统来解决客人服务补救系统来解决客人 的问题。
的问题 S.T.A.R. Service Standards明星服务标准明星服务标准 81Objectives 目标目标ØIdentify three steps in the WOW Recovery System 确定惊喜补救系统的三个步骤ØIdentify the four levels of problem severity确定问题的四个严重程度ØExplain the WOW Guidelines for the hotel解释酒店惊喜指南ØDemonstrate resolving a guest problem using the WOW Recovery System 演示运用惊喜补救系统解决客人的问题AM P51 82Problems and Repeat Business问题与回头生意问题与回头生意 Guest having a problem that was resolve satisfactorily 经历过问题，问题得到圆满解决Guest having a problem that was not resolved satisfactorily 经历过问题，但问题没有得到圆满解决Guest having experienced no problems 客人没有经历问题92%:84%:46%:AM P53 83Three Steps in Resolve:解决问题的三个步骤解决问题的三个步骤: :1. What’s the Problem 问题问题是是什么什么2. Own it and Solve it 承担责任并解决问题承担责任并解决问题 3. Wow the Guest 给客人惊喜给客人惊喜WOW Recovery system WOWWOW 服务补救系统服务补救系统AM P54 84Ø Listen to Get Information 倾听以获得信息Ø Apologize 道歉Ø Emphasize感同身受ØClarify by asking questions 通过提问与客人确认What’s the ProblemWW - - 问题是什么问题是什么AM P55 85What’s the ProblemWW - - 问题是什么问题是什么Ø Listen to Get Information 倾听以获得信息Ø Apologize 道歉道歉Ø Emphasize感同身受ØClarify by asking questions 通过提问与客人确认 86Apologize 道歉道歉We apologize to show that we are taking ownership of the problemRemember that we need to apologize even if it is not your fault.即使事情的起因不是我们的过错，我们仍要向客人道歉，即使事情的起因不是我们的过错，我们仍要向客人道歉，We are apologizing for the situation, not admitting mistakes我们是对出现这种情况表示歉意，而非承认错误。
Remark： ：注意注意：： 来自我们的道歉表明我们主动承担责任解决问题 87Apologize 道歉道歉How to apologize如何道歉如何道歉? ?Ø Be sincere 诚恳地Ø Diffuses the guest 使客人消气Ø It’s polite and the right thing to do 这是礼貌而且正确的做法 88We can say……我们可以这样说到我们可以这样说到…………Ø I’m truly sorry,
Apologize 道歉道歉 90What’s the ProblemWW - - 问题是什么问题是什么Ø Listen to Get Information 倾听以获得信息Ø Apologize 道歉Ø Emphasize 感同身受感同身受ØClarify by asking questions 通过提问与客人确认 91Empathize 感同身受感同身受Showing our understand the other person’s feelings 表现出你对他人感觉的理解表现出你对他人感觉的理解 92What’s the ProblemWW - - 问题是什么问题是什么Ø Listen to Get Information 倾听以获得信息Ø Apologize 道歉Ø Emphasize 感同身受ØClarify by asking questions 通过提问与客人确认 93 How might you clarify a situation 如何确认情况如何确认情况 Ø Repeat the request to verify that you have heard it correctly 重复客人的要求以核实你听到的信息是正确的。
重复客人的要求以核实你听到的信息是正确的Ø Restate your understanding of the problem, make sure your end up solving the real problem 重新叙述你对问题的理解，以确保你去解决真正的问题重新叙述你对问题的理解，以确保你去解决真正的问题Ø Write down the complaint / problem 记录下客人的投诉或问题记录下客人的投诉或问题Ø Ask questions to get the facts 提问以了解真相提问以了解真相Ø Repeat the above steps, if necessary 如果需要，重复上述步骤如果需要，重复上述步骤AM P56 94 Own and solve O - - 承担与解决承担与解决Take Ownership 承担责任承担责任Solve the Problem解决问题解决问题Follow Through跟踪落实跟踪落实AM P57 95 WOW the GuestW - - 给客人惊喜给客人惊喜Exceed guest's expectations超越客人期望 Going the extra mile by giving them something special to show that we care and that we are sorry that they encountered a problem 多为客人想一步，通过为客人提供特殊的礼物或服务表示我们对他们的关心以及出现问题后我们的歉意 Responding in extraordinary ways以非同寻常的方式作出反应 AM P58 9692% of our guests will come back if we resolve their problem to their satisfactionOnly 46% if we don’ t 如果客人的问题得到满意的解决如果客人的问题得到满意的解决92%92%的客人会成为回头客的客人会成为回头客 反之只有反之只有4646％％ WOW the GuestW - - 给客人惊喜给客人惊喜 97Exercise 练习练习 981.You have forgotten a vegetable soup for a guest who ordered 30 mintues ago since you are too busy with another order taking for a guest who has a family party that day.You have noticed that the guest would complaint about it... 因为你忙于一桌家庭聚会的点餐，而忘记了旁边桌上的客人在30分钟前点的一个蔬菜汤，知道客人向你抱怨…2. The guest from Room 3201has required 'USA Today' newspaper service every morning. Due to certain job hand over erros,you deliveried wrong newspaper. 3201的客人要求每天早上送一份《今日美国》的报纸去他的房间，而今天 因为交接时的一些问题，你们送错了报纸.3. Ms Li has required one more bottle of water during night turn down service, however you totally forgotten about it. 李小姐要求在做夜床的时候给她的床头柜上多放一瓶水，但是你忘记这一 点了!角角色色扮扮演演Role PlayAM P61 99Review 回顾回顾ØIdentify three steps in the WOW Recovery System 确定WOW服务补救系统的三个步骤ØIdentify the four levels of problem severity确定问题的四个严重程度ØExplain the WOW Guidelines for the hotel解释酒店惊喜指南ØDemonstrate resolving a guest problem using the WOW Recovery System 演示运用惊喜补救系统解决客人的问题 100Recap and Review 回顾与复习1.What have you learned from STAR? STAR包含哪些内容？2.How do you define rules of 10 and 5? 什么是10与5的法则？3.How could you listen effectively? 如何积极地倾听？4.What are the four question you should be prepared when we anticipate a guest’s requirement? 预计客人需求的时候我们要问自己哪四个问题？5. What are the three steps for solving problems?解决问题的三个步骤是什么？6. Why should we participate in this training? 我们为什么要参加这堂培训？ 101Thank You 。
