星级酒店个性化服务最佳实践-1.pptVIP

开启美好的一天 * ? 酒水服务 鲜榨果汁服务 咖啡茶服务 ? 环境氛围 音乐（安装BOSE音响） 配备充足的设备 清洁人员就位 问题 * 酒店微信系统： Ricky Xiao Guest Service Manager Ricky.Xiao@ 授权： Shirley Qu Executive Housekeeper Shirley.Qu@ 早餐： Helena Zhao Director of Food Beverage Helena.Zhao@ Welcome * By the end of our call today you will have: (CLICK) Understood the importance of Problem Resolution (CLICK) Are able to define and understand the steps required for a successful Problem Resolution Process (CLICK) And have a clear idea of the resources that are available to you to further your learning in Problem Resolution * By the end of our call today you will have: (CLICK) Understood the importance of Problem Resolution (CLICK) Are able to define and understand the steps required for a successful Problem Resolution Process (CLICK) And have a clear idea of the resources that are available to you to further your learning in Problem Resolution * Currently a large number of our guests are experiencing problems at our hotels and are not having them effectively resolved. So what does that mean in numbers: On average out of 100 guests, 25 have problem (point to the grey bar on the graph), 13 of those do not tell us about the problem (point to the white area on the next bar) and leave unsatisfied and out of the 12 that do tell us, 8 say we did not handle their problem well (point to the red area on the last bar) * Problem Resolution is made up of 4 different components which are all important in order to improve your performance in regards to solving and dealing with guest complaints and ultimately driving your OSAT scores. The foundation to good Problem Resolution is a GM led hotel culture in which your employees feel empowered and trusted to deal with guest problems. Any skills or tools you provide will not improve your results until your team wants to resolve and embrace guest complaints and this needs to be supported by you. Once you commit to creating this culture can you start looking at the next steps. 2. At tha