,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,#,Comprehensive,Service Skills,综合服务技能,Comprehensive,1,Six Basic Service Expectations,客人对服务的基本期望,2,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,Courteous 礼貌周到,3,1.Listening Skill,听力技巧,1.Listening Skill,4,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,不愿意不明白客人的意图,5,1.Never jump to conclusion.,不要急于做出任何结论或推断。,2.Restate to clarify understanding.,重新阐述一遍以明确的准确性。,（Ask questions if necessary）,必要时，可提一些问题。,3.Listen for the guest feelings.,倾听客人的感受。,1.Never jump to conclusion.,6,2.Problem Solving Skills,解决问题的技巧,2.Problem Solving Skills,7,Complaints as Opportunity,视投诉为机遇,Complaints as Opportunity视投诉为机,8,Use complaints as opportunities to provide better service.,将投诉作为改进服务的机遇。,Understand the four categories of guest complaints.,理解4类客人的投诉。,Use complaints as opportunitie,9,Understand how handling complaints properly can help the property.,明白怎样恰当地处理投诉才能很好的帮助酒店。,Use guest comment cards or questionnaires to identify guest complaints.,使用客人的评价单或问卷来确定客人有什么样的投诉。,Understand how handling compla,10,A.Complaints as opportunities,视投诉为机遇,Statistics-guest with problems are the biggest opportunity for repeat business,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。,A.Complaints as opportunities,11,1.35%of guests with an unresolved problem with return.,35%的客人，即使问题未解决，仍将返回。,2.85%of guests without a problem will return.,85%的客人在没有问题的情况下将再次光临。,1.35%of guests with an unres,12,3.97%of guests with a problem solved to their satisfaction will return(Source:Meeting&Conference Executives Alert:A Marriott Study).,97%的客人，在问题解决至其满意程度的情况下将再次光临。,3.97%of guests with a proble,13,B.A guest who complains:,投诉的客人,1.Alerts the property to problem that affect guest satisfaction.,提醒酒店注意影响客人满意度的问题。,2.Gives the property a second chance to make things right for the guest.,给予酒店另一次改善的机遇。,B.A guest who complains:,14,C.Four categories of guests complaint,4类客人的投诉,15,A.Mechanical,机械类,1.Climate control 室温及湿度控制,2.Lighting 灯光,3.Electricity 通电,4.Room furnishings 室内装潢,5.Ice machines 制冰机,6.Vending machines 自动售货机,7.Door keys 门锁,8.Plumbing 下水管道,9.Television sets 电视机,10.Elevators 电梯,A.Mechanical 机械类,16,B.Attitudinal,个人态度类,1.Guest insulted by rude or tactless hotel staff members.,客人由于酒店员工的粗鲁和不老练而觉得受到侮辱,2.Guest overheard staff conversations or received complaints from hotel staff members,客人无意听到酒店员工谈话投诉,3.Subtle attitudinal turn-off(what the staff didnt do),-lack of smile,lack of sincerity,“Its not my job”,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.,B.Attitudinal 个人态度类1.Gues,17,C.Service-related,有关服务类,1.Long waiting time for service.,长时间等候服务。,2.Lack of assistance with luggage.,未帮助搬运行李。,3.Untidy rooms.,房间不整洁。,4.Phone difficulties.,电话有故障。,5.Missed wake-up calls.,未打叫醒电话。,6.Cold or ill prepared food.,冷的或变质的食品。,7.Ignored requests for additional supplies.,忽略额外供应的要求。,C.Service-related 有关服务类,18,D.Unusual,非常类,1.Absence of swimming pool,没有游泳池,2.Lack of public transportation,缺乏公共交通,3.Bad weather,天气恶劣,D.Unusual 非常类 1.A,19,C.Solving the problems that cause the complaint,解决产生投诉的问题,Listen attentively.,注意聆听。,Apologize&show understanding.,道歉和表示理解，体谅。,Offer solutions and find out which one the guest prefers.,提供解决办法，直到客人满意接受的方法。,C.Solving the problems that c,20,Follow through.,跟催/办。,Double check with guest later for satisfaction.,再次检查，确保客人满意。,Follow through.,21,3.VERBAL EXPRESSION,语言表达的技巧,22,Voice,声线,Pace,语速,Tone,语调,Volume,音量,Voice 声线 ,23,COURTESY IS THE ANSWER,礼貌就是答案,MAGIC WORD,有魅力的话,COURTEOUS,有礼貌的话,COURTESY IS THE ANSWER礼貌就是答案,24,HOW TONE OF VICE CAN CONVEY A SERVICE ATTITUDE.,通过语音，语调可以体现服务态度。,HOW TONE OF VICE CAN CONVEY A,25,May I have your name please？,May I help you？,May I assist you？,Right this way please.,Would you car for some dessert？,Did you have a pleasant stay with us？,May I have your name please？,26,It is not just,what,you say,it is also how,you,say it.,不在于你说什么，,而在于你怎么说。,27,Use the guests name,称呼客人名字,28,4.Confidence signals,身体语言,4.Confidence signals,29,Stand up straight,Shoulders squared,Head erect,chin up,Eye contact,armhands relaxed,Leanmove toward speakers,Facial expression friendly,caring,Stand up straight,30,Attentive,Care,Concern,Confidence,细心,爱心,关心,信心,Attentive 细心,31,enthusiasm,patience,sincere,observant,热心,耐心,诚心,察言观色,enthusiasm热心,32,A gentle approach is smile to the world.,友善随和，温文尔雅,（微笑是走向世界的通道）,33,Made each guest feel honored and welcome with proper attitude.,凭着敬诚的态度,赢取顾客的信心,Made each guest feel honored a,34,I would rather teach you how to fish than to give you a fish everyday.,赠之以鱼,不如授之渔,I would rather teach you how t,35,the important points for successful future,positive attitude,积极的态度,quality of work,工作的质量,quantity of work,工作的数量,initiative,主动性,cooperation,合作精神,flexibility,灵活性,dependability,可靠性,Personal,involvement,个人的投入与参与,the important points for succe,36,We only promise what we can deliver.,We must always deliver what we promise.,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,We only promise what we can de,37,God will only help those,Who help themselves.,自助者，天助。,God will only help those,38,FOUR A,四个,A,Appreciation,敬业乐业,Action,行动,At