服务我们的客人.pptVIP

Be My Guest服务我们的客人 Basic Skills 1-8 八项基本技能 Eight basic skills applicable to all situations Basic Skill 1 Focusing 　on the Guest Basic Skill 2 Providing Efficient Service Basic Skill 3 Enhancing 　Self-esteem Basic Skill 4 Building Rapport Eight basic skills applicable to all situations Basic Skill 5 Providing Information and Explanations Basic Skill 6 Determining Guest Needs Basic Skill 7 Explaining Hotel Service Basic Skill 8 Referring The benefits to you in using the skills are: You will be able to increase guest satisfaction. 你能够增强客人的满意度. You will be able to handle difficult situations better , which reduces frustration. 你能够更好应对工作中的难题,减少工作中的挫折感. You will experience personal growth, which provides a feeling of self –satisfaction. 你能够体验到个人进步和满足感. Basic Skill 1Focussing on the guest Treat the guest with courtesy, attentiveness pleasantness ,sincerity 礼貌、关注、友好、真诚 Listen without interrupting 倾听而不打断 Be aware of your body language (appear calm and relaxed) 　　注意自己的身体语言　镇静放松 Use eye contact (look at the guest) 　　保持目光交流　目视客人 Be aware of your facial expression (smile!) 　　注意自己的面部表情　微笑 Respond (when appropriate) 　　适时回应 Be aware of your tone of voice (sound pleasant) 　　注意自己的语调　悦耳动听 Put the guest first (before other employees or duties) 　　顾客第一　放在员工和任务之前 Anticipate guest needs 　　预测客人的需求 Assess cues. 　　揣摩客人暗示 揣摩客人暗示 As you recognise guest cues, you will need to assess each one to determine an appropriate course of action . A helpful way to assess a cue is to categorise it . 当察觉客人暗示时，需要对每一个暗示先进行分析再做出合理的分析，有效的方法是将其归类． 揣摩客人暗示 In the box below write down 2 examples of each of he different types of cues you have experienced 根据你的个人经历，请在下面的方框内，写下每个类型的实例． Basicskill2ProvidingEfficientService To complete each guest interaction as quickly as possible while focusing on the guest and remaining attentive, pleasant and courteous. 在积极并礼貌关注客人的同时尽快完成所要提供给客人的服务 服务技巧 Get to the next guest quickly. Delays cause waiti