STAR Service_Teacher Manual.docx

STAR Service Standard (Teacher Manual)明星服务标准（教师用书）一、课程目标/Course objective通过参加本次培训旨在让酒店各部门基层员工了解酒店最基本的对客服务方法，提高他们微笑、问候、倾听、回答和预计客人问题、帮助及同事解决问题的能力，使他们能达到酒店工作所要求的标准。Through the training, it can raise basic employees’ basic service ways of hotel and raise their ability of smile, greet, listen, talk, answer ,anticipate guest’s question and assist guests and colleagues to solve the problems to make them reach the standard required.二、课程对象/Course target部门基层员工/Basic employees（包括主管和领班级员工/Supervisor and captain level）三、课程时间/Length of course240分钟/240minutes四、课程大纲/Course outline时间/Time 课程内容/Content培训方法/Way of trainingTen minutes/10分Ice breaking/破冰Sixty minutes/60分Smile and greet微笑与问候Teaching/Role play/behavior imitate课程讲授/角色扮演/行为示范Fifty minutes/50分Talk and listen交谈与倾听Teaching/behavior imitate课程讲授/行为示范Sixty minutes/60分Answer and anticipate回答与预计Teaching/play games/discuss课程讲授/游戏/ /讨论Sixty minutes/60分Resolve解决问题Teaching/case analysis课程讲授/案例分析五、课程内容/Course contents1.Smile Greet /微笑与问候时间/Time：60min(1) Every time when you see a guest or fellow associate, smile and offer an appropriate hospitality comment/每次遇见客人或同事时，微笑并给予恰当、真诚的问候。(培训师要求学员记下来/Trainer asks the trainee to write it down )(2) Why is smiling so important?/为什么微笑很重要？(培训师先提问，然后举例说明/Trainer firstly asks and sets example 时间/Time: 5min)We are a global brand and the smile is the international language.微笑是一种国际语言It demonstrates our interest; shows we care; and conveys being welcoming. 展现我们的热情与关爱Others tend to smile when we smile.我们的微笑可以得到别人的回报(3) A smile is genuine and warm, so remember to/微笑是坦诚与温暖的，所以请记住：Focus on the guest, put aside your personal problems/关注宾客，私事放一旁Be sincere/真心诚意Make sure the rest of your non-verbal cues matches the smile on your face.确保其他身体语言的含义与您脸上的笑容一致Watch out for inappropriate situations/注意避免某些情形下不恰当的微笑(培训师举例说明，以酒店实际发生情况为案例/Trainer explain by examples based on hotel cases 时间/Time:5min)(4) Make Eye Contact/目光接触(培训师与学员进行角色扮演，在不同情况下询问学员的感受/Trainer and trainee react each other, then asks trainee’s feeling in di