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1、2023/9/17,1,饭店服务标准化与饭店人行为通则(香港凤凰酒店管理有限公司),全国旅游饭店星级评定检查员广东区旅游饭店星级评定检查员Newman Liu,2023/9/17,2,服务的标准化与个性化,饭店产品的特性决定了服务标准化的本质规定。消费需求的拉动了服务标准化进程。政府与行业组织的作用。标准化日渐发展的今天，个性服务的空间不仅没有缩小，反而扩大了。,2023/9/17,3,Our Objectives:学习目的,要达到客人100%的满意,客人是我们的衣食父母,客人有内部客人和外部客人之分,客人无贵贱之分。无论是白种人，还是黑种人；无论是中国人，还是外国人，我们都要一视同仁。,20
2、23/9/17,4,Six Basic Service Expectations客人对服务的六个基本期望,Courteous 礼貌周到,Fast 快捷,Friendly 友好/友善,Complete 完善完整,Helpful 乐于助人,Attentive 注意周到,2023/9/17,5,Magic Words,有魅力的话,Courteous Words,有礼貌的话,Put your smile into your voice,将你的微笑融入到你的声音中去,Always get ready with the answer,随时准备好答案,PleaseThank youSorry,2023/9/
3、17,6,如果你不想做服务员，那么你只有把服务员做好了，你才能不做服务员。,不要在乎你今天做什么，而是要看你两年后做什么。,2023/9/17,7,The guest is always right,even when he is wrong.客人永远是对的，即使是他错的时候。,把理让给客人。,2023/9/17,8,It is not what you say,It is also how you say it.,Voice PaceToneVolume,2023/9/17,9,How may I help you?我怎样才能帮助您？,May I have your name please?
4、请问您贵姓？,Right this way,please.您这边请。,Would you care for any dessert?您想来点甜点吗？,Did you have a pleasant stay with us?您入住得愉快吗？,Thank you for staying at Hotel,please come&see us again.谢谢您入住酒店，请再次光临。,Useful Sentences,2023/9/17,10,Three Principles of Good Listening 好的聆听技巧的三条准则,Listen,listen and listen.Never
5、jump to conclusions.聆听，先不要急于下结论。Always repeat.Restate to clarify understanding.重复-重新阐述以明确理解的准确性。Ask questions if necessary.必要时，提问问题。Listen for the guests feeling.听弦外之音-倾听客人的感受。,2023/9/17,11,God will only help those,who help themselves.自助者，天助。,I would rather teach you how to fish,than to give you a f
6、ish everyday.赠之以鱼，不如授之渔。,2023/9/17,12,10 Service Credo,1.接待宾客 GREETING THE GUEST,当离宾客三米远时，面带微笑迎候他们。当离宾客一米五远时，热情而真诚地向他们道声：早安/午安/晚上好/晚安。,Whenever I am within 3 metres away from a guest,initiate eye contact with genuine smile.Whenever I am within 1.5 metres away from a guest,acknowledge the guest with
7、a warm and sincere greeting:say Good morning/good afternoon/good evening or good night.,Good morning,sir.,2023/9/17,13,2.称呼宾客 OUR GUEST HAVE NAMES,尽可能称呼宾客的姓名。,I will use guests names whenever possible.,早上好，哈利先生！欢迎您回来！Good morning,Mr.Halley!Welcome back！,谢谢！Thank you,2023/9/17,14,3.称心如意-使宾客百分之百满意是每位员
8、工的基本职责。,100%GUEST SATISFACTION is my responsibility.,任何人接到宾客的投诉或要求时，应保证亲力亲为直至完满解决。对任何的投诉或要求应在15分钟之内作出反应，在30分钟之内予以核对，以保证问题得到迅速解决。决不对宾客说没有 或NO，应积极向他们提供创造性的、可供选择的建议。如不知如何回应宾客，应立即寻求其他同事的帮助。,When I received a guest complaint or request,own it and ensure complete personal follow-up till every single reque
9、st or complaint is solved.I will respond within 15 minutes and follow up within 30 minutes to ensure things are done.I will not say NO or 没有.I am creative enough to offer alternatives.When I don t know the answer to a question,I will find someone who knows.,2023/9/17,15,4.团队合作 100%TEAMWORK,在工作中自始自终保
10、持愉悦的心情,创造和谐温馨的工作氛围。舍小我,顾大我。同事间开展积极诚恳地交流,不在背后议论别人。,While working,I will also have fun and will create a good working atmosphere-less ME and more WE.I will always talk positively about my colleagues.,我们共同努力来达到客人的满意We work together to make our guests happy!,2023/9/17,16,5.护送宾客 ESCORT OUR GUESTS,在可能的情况下
11、，护送宾客前往酒店内的某一场所，而不是用手示意。,Whenever possible,I will escort guests to their destinations within the hotel instead of pointing out the directions.,您请随我来，好吗？Would you please come with me?,2023/9/17,17,6.专业仪容 LOOK PROFESSIONAL,宾客对你的第一印象是专业的仪容。为自已的仪容而自豪。随时佩带名牌、着干净整洁的制服、鞋子，绝对注重个人卫生。,The image I project to g
12、uests is my first impression.I take pride in my appearance.I always wear a name tag,uniform clean,crisp,shoe shined and 100%personal hygiene.,2023/9/17,18,头发,个人饰物,姓名牌,制服外套,戒指,裤子,皮鞋,领结领带,面部清洁,衬衣,手的清洁,袜子,大家好!我叫小明,2023/9/17,19,7.电话礼仪 TELEPHONE COURTESY,电话礼仪是每位员工留给宾客的第一印象。三声铃内用悦耳的声音接听电话。例：“望江宾馆餐饮部，早上好/中
13、午好/晚上好，我是XX，有什么需要我为您效劳的吗？,A ringing telephone is the first impression I make on our guests.I answer the telephone within 3 rings with a smile in my voice-wangjiang Hotel,Good morning/good afternoon/good evening,This is XX,How may I help you?,Wangjiang Hotel Good morning.This is XX.How may I help you
14、?,2023/9/17,20,.8.安全第一 SAFETY FIRST,牢记自已在紧急情况中扮演的角色。有危机，不逃避。如遇危急情况、人员受伤或是你需要援助时,应立即向主管上司报告。,I must know my role during emergency situations.Immediately notify my supervisor of any hazard,injuries,faulty equipment or any assistance or needs I have.,2023/9/17,21,9.节约能源 SAVE TREES&WATER,注重保养及维修酒店的设备。保护
15、酒店的财产和物品是每位员工义不容辞的职责。,I will practise energy conservation and proper maintenance and repair of hotel property.It is my responsibility to protect the assets and goods of Swisstel.,This still can be used!这块木头还能用！,Lets find a way to save water.咱们想个节水的办法吧！,2023/9/17,22,10.推销酒店 PROMOTE MY HOTEL,熟悉了解酒店。优先推销酒店的餐饮及其他设施。,I know my Hotel well.I always sell my hotels restaurants and facilities first.,I will recommend you our chef s salad.,OK,we will try that.,
