洲际酒店服务培训
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Describe the importance of offering options when answering a guest’s questions
描述在回答问题时提供选择的重要性
1
•Objectives目标
Describe a Holiday Inn Encounter 描述一次假日酒店接触
• guest’s request
8
•Holiday Inn Encounters 假日酒店经历
As service providers, our success is measured through one guest at a time, one interaction at a time. 作为服务的提供者，我们的服务成功与否来自于我们与 每一位客人的每次接触。
What questions would you want to know if you had never stayed in XinHua Holiday Hotel before? 如果你从未入住过新华假日酒店，你想了解这家酒店的哪些内容 ？
What questions would you receive about the company and its sister properties? 客人会问你哪些有关于你们酒店以及与姐妹酒店有关的问题？
The opportunity to win or lose guest’s loyalty 是我们赢得或失去客人忠诚度的机会
Holiday Inn Encounter: An opportunity for making the ordinary, extraordinary! 假日酒店的经历：是使我们的服务变得不平凡的机会
List the four questions in Anticipating Needs 列出在预计需要时的四个问题
2
•Answer and Anticipate •回答问题与预计需要
Recent studies 最近的研究表明
knowledge + responsiveness + friendliness 员工的知识 ＋ 员工的反应灵敏 ＋ 员工的友善
10
•Anticipate Needs预计需要
•Doing Ordinary Things in an Extraordinary Way!
把平凡的事做得不平凡！
•Anticipating immediate and future needs of our guests: Impress the guest and create loyalty to our brand 预计客人现在与未来的需要：给客人留下美好印 象，并使其建立对我们品牌的忠诚度。
7
•Providing Options •提供选择
•• Always try to recommend hotel
facilities 总是尽量推荐酒店的设施
•• Provide alternative options 提供多种选择
•• Make sure we are satisfying the
4
•The Service-Profit Chain •服务-利润链
•Associate Satisfaction •员工满意
•Guest
•Revenue
Satisfaction Growth
•客人满ng Answers • 找出答案
Take ownership 主动承担责任
9
• Holiday Inn Encounters •Exercise
In 24 hours, how many encounters does a guest have with our associates? 在24小时里,客人会和我们的员工接触多少次?
Entering the hotel:Ordinary vs. Extraordinary 进入酒店: 普通的和出色的
What are the sources that you can turn to so as to find the answer? 你从哪些地方可以找到问题的答案？
6
•Providing Options •提供选择
•1. Listen 倾听 •2. Clarify 确认 •3. Suggest 建议
11
•Objectives 目标
Identify the most frequently asked questions in our hotel 找出在酒店内经常会问到的问题
Identify three resources you can use to answer a guest’s questions 确定寻找客人问题答案的三个来源
•=
构成了 •
21% of our GSTS scores
宾客满意度的21%!
3
•Small Group Exercise Frequently Asked Questions
•小组练习-常问的问题
What questions would you have if you had never been to QinHuangDao before? 如果你从未来到过秦皇岛、北戴河，你会对这个城市有什么样的 问题？
描述在回答问题时提供选择的重要性
1
•Objectives目标
Describe a Holiday Inn Encounter 描述一次假日酒店接触
• guest’s request
8
•Holiday Inn Encounters 假日酒店经历
As service providers, our success is measured through one guest at a time, one interaction at a time. 作为服务的提供者，我们的服务成功与否来自于我们与 每一位客人的每次接触。
What questions would you want to know if you had never stayed in XinHua Holiday Hotel before? 如果你从未入住过新华假日酒店，你想了解这家酒店的哪些内容 ？
What questions would you receive about the company and its sister properties? 客人会问你哪些有关于你们酒店以及与姐妹酒店有关的问题？
The opportunity to win or lose guest’s loyalty 是我们赢得或失去客人忠诚度的机会
Holiday Inn Encounter: An opportunity for making the ordinary, extraordinary! 假日酒店的经历：是使我们的服务变得不平凡的机会
List the four questions in Anticipating Needs 列出在预计需要时的四个问题
2
•Answer and Anticipate •回答问题与预计需要
Recent studies 最近的研究表明
knowledge + responsiveness + friendliness 员工的知识 ＋ 员工的反应灵敏 ＋ 员工的友善
10
•Anticipate Needs预计需要
•Doing Ordinary Things in an Extraordinary Way!
把平凡的事做得不平凡！
•Anticipating immediate and future needs of our guests: Impress the guest and create loyalty to our brand 预计客人现在与未来的需要：给客人留下美好印 象，并使其建立对我们品牌的忠诚度。
7
•Providing Options •提供选择
•• Always try to recommend hotel
facilities 总是尽量推荐酒店的设施
•• Provide alternative options 提供多种选择
•• Make sure we are satisfying the
4
•The Service-Profit Chain •服务-利润链
•Associate Satisfaction •员工满意
•Guest
•Revenue
Satisfaction Growth
•客人满ng Answers • 找出答案
Take ownership 主动承担责任
9
• Holiday Inn Encounters •Exercise
In 24 hours, how many encounters does a guest have with our associates? 在24小时里,客人会和我们的员工接触多少次?
Entering the hotel:Ordinary vs. Extraordinary 进入酒店: 普通的和出色的
What are the sources that you can turn to so as to find the answer? 你从哪些地方可以找到问题的答案？
6
•Providing Options •提供选择
•1. Listen 倾听 •2. Clarify 确认 •3. Suggest 建议
11
•Objectives 目标
Identify the most frequently asked questions in our hotel 找出在酒店内经常会问到的问题
Identify three resources you can use to answer a guest’s questions 确定寻找客人问题答案的三个来源
•=
构成了 •
21% of our GSTS scores
宾客满意度的21%!
3
•Small Group Exercise Frequently Asked Questions
•小组练习-常问的问题
What questions would you have if you had never been to QinHuangDao before? 如果你从未来到过秦皇岛、北戴河，你会对这个城市有什么样的 问题？