洲际酒店服务培训

《洲际酒店服务培训》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、AnswerandAnticipate回答与预计1Objectives目标Identifythemostfrequentlyaskedquestionsinourhotel找出在酒店内经常会问到的问题Identifythreeresourcesyoucanusetoansweraguest’squestions确定寻找客人问题答案的三个来源Describetheimportanceofofferingoptionswhenansweringaguest’squestions描述在回答问题时提供选择的重要性2Objectives目标DescribeaHoliday

2、InnEncounter描述一次假日酒店接触ListthefourquestionsinAnticipatingNeeds列出在预计需要时的四个问题3AnswerandAnticipate回答问题与预计需要Recentstudies最近的研究表明knowledge+responsiveness+friendliness员工的知识＋员工的反应灵敏＋员工的友善=21%ofourGSTSscores构成了宾客满意度的21%!4SmallGroupExercise-FrequentlyAskedQuestions小组练习-常问的问题Whatquestionswouldy

3、ouhaveifyouhadneverbeentoQinHuangDaobefore?如果你从未来到过秦皇岛、北戴河，你会对这个城市有什么样的问题？WhatquestionswouldyouwanttoknowifyouhadneverstayedinXinHuaHolidayHotelbefore?如果你从未入住过新华假日酒店，你想了解这家酒店的哪些内容？Whatquestionswouldyoureceiveaboutthecompanyanditssisterproperties?客人会问你哪些有关于你们酒店以及与姐妹酒店有关的问题？5TheService

4、-ProfitChain服务-利润链AssociateSatisfaction员工满意GuestSatisfaction客人满意RevenueGrowth收入增长6FindingAnswers找出答案Takeownership主动承担责任Whatarethesourcesthatyoucanturntosoastofindtheanswer?你从哪些地方可以找到问题的答案？7ProvidingOptions提供选择1.Listen倾听2.Clarify确认3.Suggest建议8ProvidingOptions提供选择•Alwaystrytorecommendh

5、otelfacilities总是尽量推荐酒店的设施•Providealternativeoptions提供多种选择•Makesurewearesatisfyingtheguest’srequest确保我们提供的选择能够令客人满意9HolidayInnEncounters假日酒店经历Asserviceproviders,oursuccessismeasuredthroughoneguestatatime,oneinteractionatatime.作为服务的提供者，我们的服务成功与否来自于我们与每一位客人的每次接触。Theopportunitytowinorlos

6、eguest’sloyalty是我们赢得或失去客人忠诚度的机会HolidayInnEncounter:Anopportunityformakingtheordinary,extraordinary!假日酒店的经历：是使我们的服务变得不平凡的机会10HolidayInnEncountersExerciseIn24hours,howmanyencountersdoesaguesthavewithourassociates?在24小时里,客人会和我们的员工接触多少次?Enteringthehotel:Ordinaryvs.Extraordinary进入酒店:普通的和出

7、色的11AnticipateNeeds预计需要Anticipatingimmediateandfutureneedsofourguests:Impresstheguestandcreateloyaltytoourbrand预计客人现在与未来的需要：给客人留下美好印象，并使其建立对我们品牌的忠诚度。DoingOrdinaryThingsinanExtraordinaryWay!把平凡的事做得不平凡！12AnticipateNeeds预计需要Whatisgoingon?正在发生什么事？2.Whoisinvolved?与谁有关？3.WhatmighthappenifI

8、donothing?如果