酒店综合服务技常巧培训.ppt

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。 Use the guest’s name 称呼客人名字 4.Confidence signals 身体语言 Stand up straight Shoulders squared Head erect, chin up Eye contact, arm\hands relaxed Lean\move toward speakers Facial expression friendly, caring Attentive Care Concern Confidence 细心 爱心 关心 信心 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 1.Listening Skill 听力技巧 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 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。 2.Problem Solving Skills 解决问题的技巧 Complaints as Opportunity视投诉为机遇 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。 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。 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。 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。 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。 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。 C. Four categories of guests complaint4类客人的投诉 A. Mechanical 机械类 1. Climate control 室温及湿度控制 2. Lighting 灯光