你如何可以在具有竞争性的酒店业发展自己个人事业中英文.pptVIP

First Concern - First Concern - First Concern 你如何可以在具有竞争性的 酒店业发展自己个人事业？ How to become a leader in today’s competitive hospitality industry? 首先，你必须有一个优良的工作环境 – 酒店。 First, you have to have a superior product – your hotel 其次，你有将为客人提供优良的服务 心态。 Second, and perhaps more important, you have to provide guests with superior service 取得客人的满意 achieve guest Satisfaction 增加客人的忠实度 - Increase guest Loyalty 超越客人的期望 - Exceed guest Expectation 7个服务原则Seven Principles of Service 使每一位到店的客人感受到我们热情的问候。Warmly greet and acknowledge every guest encountered 以友善且迅速的工作方式关注每一位客人。 Take care of every guest’s request quickly and in a friendly manner 一举一动的行动都使客人感觉到我们的专业性。 Project a professional image through appearance and conduct 确保客人舒适、安全。 Be committed to guest comfort, safety, and security 为客人提供酒店服务和当地可靠的信息。 Provide reliable information about the services available at the property and in the local area 在工作中尽可能满足客人。 Work to make everything right for our guest 同事间保持良好的合作，尊重我们的同事和我们的客人。 Treat co-workers and subordinates with the same courtesy and respect that you expect of them when they deal with our guest 唯一不可以改变我们的是： 超越客人的期望 Today The only thing that remain constant Is The guest’s expectation of service 了解服务性行业的发展前景。 Understand the nature of a career in a service industry 了解各种各样的客人需求和差异。 Differentiate among the want and needs of various guests 我们的态度将影响服务。 See how our attitude affects service 学会控制服务情势。 Take control of service situation 始终如一的服务态度。 Maintain a positive work attitude even during difficult personal situations 与同事的良好合作。 Work as team with other employees 课程内容：Segments include: 介绍 Introduction 客人 – 他们想要什么？ Guests – What do they want? 客人的观点 The Guest’s Point of View Reaching Out 自我增值 Invest in Yourself 团队精神 Teamwork 那就是精神 That’s the Spirit! 第一部分：介绍Segment 1: Introduction 提高我们的服务是我们成功的重要因素。 Increasing competition makes service an important element of the success of you