凯宾斯基酒店集团顾客服务课程

To serve our guests effectively, therefore we should - 要给客人高效的服务，我们应该



BE PATIENT 要耐心 SHOW EMPATHY 用心 SHOW HOW IMPORTANT THEY ARE 表示对客人的重视 ATTENTIVE, HELPFUL & CARING 表示对客人的关注，帮助与 关心

Difference between a Four-star and a Five-star Hotel
四星级与五星级酒店的区别

“I expect my room to be spacious, immaculately clean, quiet and tastefully decorated and appointed with top of the line furnishings and a few added touches such as flowers, cushions, nice wall hangings, etc. I expect a top grade bed and pillows, a well stocked fridge, an in-room safe, lots of channel choices on TV, fine toiletries, a bathrobe, at least two phones, a writing desk with plenty of supplies, computer hook-up, a sitting area, excellent lighting as well as good drapes that block out any daylight when drawn.” 我期望我的房间是宽敞的, 绝对干净的, 安静而且装潢高雅并配有 上乘的家具. 再点缀以漂亮的壁挂, 有格调的软垫及鲜花, 等等… 我期望有一张高级的床及枕头, 充盈着各种饮品的冰箱, 房间内设 的保险箱, 有很多可任选的电视频道, 有精美的卫浴用具, 一套浴 袍, 至少2部电话, 配备齐全的写字台, 电脑上网接口, 一个会客区 域, 卓越的照明设备及遮光良好的窗帘.
Difference between a Four-star and a Five-star Hotel
四星级与五星级酒店的区别

“I do not have to wonder if the food served at the 5 star hotel will be edible. It should be of gourmet caliber…savory, varied, well presented, generous. The hotel should have different types of dining facilities to suit my needs as I might want to either grab a casual lunch or invite someone to dinner in a more refined ambience.”





Previous hotel experience 住以前酒店的经历 The price they pay to your hotel 他们所付给酒店的价格 Current moods or feelings 客人当时的情绪或感觉 Self-respect and ego 自尊与自我 Pre-set notion about your hotel 对于你酒店先入为主的看法
Difference between a Four-star and a Five-star Hotel
四星级与五星级酒店的区别

“I want sufficient and accessible mirrors and outlets as well as luxurious bathroom. I expect a morning paper delivered to my room and a shoe shine service. In fact, I expect a lot services: express laundry/dry-cleaning, discreet and efficient clean up of my room, fast and courteous room service, a beautiful swimming pool and fitness centre, attractive public areas and bar, a resourceful concierge, plus an outstanding business centre available to me at any hour.”
GUEST SERVICE
对客服务
Why are our guests different from one another? 为什麽我们的客人会彼此不同？




AGE 年龄 NATIONALITY 国籍 PROFESSION 职业 PERSONALITY & CHARACTER 个性与性格
Why are our guests different from one another? 为什麽我们的客人会彼此不同？
Difference between a Four-star and a Five-star Hotel
四星级与五星级酒店的区别

“Dear Hotel Manager, 亲爱的酒店经理 “The difference to my mind between a 4 and 5 star hotel has a lot to do with my expectations. When I am staying at a 5 star hotel, whether for business or pleasure, I expect all my needs and requirements to be anticipated and to not have any problems in getting what ask for in any way of extras. Pamper me!” “在我的头脑中4星与5星级酒店的区别与我的期望有很大的关系. 当我无论是因公事或游玩而住在一家5星级酒店时, 我期望我所有 的需求都被酒店的服务员所预见到, 而且不管我提出何种额外的 要求, 服务都不会出错. 一切都要宠着我!“
四星级与五星级酒店的区别

“The lobby must be warm and welcoming, and I expect to be greeted with a smile at the front desk, then have my room assignment seamlessly processed by a cordial, impeccably groomed clerk….but no first names please….and no snobby and stuffiness either. I’m looking for genuine friendliness. I want to feel good about being in a 5 star hotel.”
四星级与五星级酒店的区别

“Even before I entered the lobby, I want to feel I’ll be staying at a fine hotel. That’s the doorman’s job. He’s my first person-toperson contact with the hotel. Never underestimate the value of a good doorman. The bellman comes next. He should take care of my belongings with care and swiftness, stay close-by and be attentive to any of my instructions or questions.”
我要求甚至在我步入大堂之前, 就可以感到我将会入住在一家好的 酒店里. 这就是门童的工作. 他是我与酒店相接触的第一个人. 千 万不要低估一个好的门童的价值. 接下来是行李员. 行李员应当仔 细利落地照顾好我的行李, 紧随着我并关注我任何的指示或提问.
Difference between a Four-star and a Five-star Hotel
大堂一定是温暖, 有好客气氛的. 我期望一到前台就可以被服务员 面带微笑, 热情地招呼着. 然后面带真诚, 仪容仪表修饰完美的前 台接待员, 天衣无缝的为我分派好了房间… 请不要称呼我的名, 要称呼我的姓… 不要势利, 也不要惹怒客人. 我期望真正的友善. 我期望在5星级的酒店中能够感觉很棒.
Difference between a Four-star and a Five-star Hotel
我需要有足够而且方便的镜子, 电源插座, 以及豪华的浴室. 我期 望有早报可以送到房间和擦鞋服务. 事实上, 我期望很多的服务: 加急的湿洗/干洗服务, 谨慎而且高效的房间打扫, 快速并有礼的 送餐服务, 一个漂亮的游泳池和健身房, 富有吸引力的公共区域及 酒吧, 干练多谋的礼宾部, 再加上随时可以向我提供卓越服务的商 务中心.
我无须为5星级酒店所提供的食品是否可食而忧. 它们该是经得起 美食家的品评 … 风味极佳, 品类繁多, 出品精美, 份量十足. 无论 我是享用一顿方便的午餐, 还是邀请亲朋好友在幽雅的氛围中共 聚晚餐, 酒店都应有相应设施可以满足我的不同的用餐需求.