酒店培训_五星级服务标准（PPT35页)

StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划1STARServiceStandardSTAR服务标准SSmile&Greet微笑与问候TTalk&Listen交谈与倾听AAnswer&Anticipate回答与预计RResolve圆满的解决StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划2解决问题STAR服务标准4STARServiceStandard4ResolveStarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划3STARServiceStandardSTAR服务标准RResolve圆满的解决问题Resolveguests’problemsbyfollowingthesystematicWOWRecoverysystem.通过WOW服务补救系统来解决客人的问题。StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划4STARServiceStandardSTAR服务标准WOWRecoverysystemWOW服务补救系统What’stheproblemW－存在什么问题OwntheProblemO－承担责任并解决问题WowtheGuestW－给客人惊喜StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划5Objectives目标IdentifythreestepsintheWOWRecoverySystem确定惊喜补救系统的三个步骤Identifythefourlevelsofproblemseverity确定问题的四个严重程度ExplaintheWOWGuidelinesforthehotel解释酒店惊喜指南DemonstrateresolvingaguestproblemusingtheWOWRecoverySystem演示运用惊喜补救系统解决客人的问题StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划6WhyCompaniesLoseCustomers为什么会流失客人1％oflostcustomersdie/去世3%moveaway/工作或居住地发生变化4%justnaturallyfloat/正常流动5%changeonafriend’srecommendation/听从朋友的推荐……68%goelsewherebecausethepeopletheydealwithareindifferenttotheirneeds客人由于他们的需求未获满足而流失StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划7ProblemsandRepeatBusiness问题与回头生意Guesthavingaproblemthatwasresolvedsatisfactorily经历过问题，问题得到圆满解决Guesthavingaproblemthatwasnotresolvedsatisfactorily经历过问题，但问题没有得到圆满解决Guesthavingexperiencednoproblems客人没有经历问题92%:84%:46%:StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划8Complaintsarereallyanopportunityforustocreateguestloyalty客人的投诉是帮助我们建立客人忠诚度的机会WhyWelcomeCustomerComplaints为什么对客人的投诉持欢迎的态度Complainsallowustofocusontheareasthatneedimprovement投诉可以使我们注意到需要改进与提高的方面ComplainsprovideuswithanopportunitytoimproveourcustomerService投诉给予了我们提高服务水平的机会StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划9ThreeStepsinResolve解决问题的三个步骤1.What’stheProblem问题是什么2.OwnitandSolveit承担责任并解决它3.WowtheGuest给客人惊喜StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划10ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认What’stheProblemW-问题是什么StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划11Howtolistenactively?如何积极倾听听听StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划12ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认What’stheProblemW-问题是什么StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划13Apologize道歉WeapologizetoshowthatwearetakingownershipoftheproblemRememberthatweneedtoapologizeevenifitisnotyourfault,即使事情的起因不是我们的过错，我们仍要向客人道歉，Weareapologizingforthesituation,notadmittingblame我们是对出现这种情况表示歉意，而非承认错误。Because：因为：来自我们的道歉表明我们主动承担责任解决问题。StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划14ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认What’stheProblemW-问题是什么StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划15Empathize理解Showingourunderstandtheotherperson’sfeelings表现出你对他人感觉的理解StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划16OrangeExercise橙子的练习StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划17ListentoGetInformation倾听以了解信息Apologize道歉Empathize理解Clarifybyaskingquestions提问以确认What’stheProblemW-问题是什么StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划18Howmightyouclarifyasituation如何确认情况Repeattherequesttoverifythatyouhavehearditcorrectly重复客人的要求以核实你听到的信息是正确的。Restateyourunderstandingoftheproblem,makesureyourendupsolvingtherealproblem重新叙述你对问题的理解，以确保你去解决真正的问题Writedownthecomplaint/problem记录下客人的投诉或问题Askquestionstogetthefacts提问以了解真相Repeattheabovesteps,ifnecessary如果需要，重复上述步骤StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划19OwnandsolveO-承担与解决TakeOwnership承担责任SolvetheProblem解决问题FollowThrough跟踪落实StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划20WOWtheGuestW-给客人惊喜Exceedexpectations超越客人期望Goingtheextramilebygivingthemsomethingspecialtoshowthatwecareandthatwearesorrythattheyencounteredaproblem多为客人想一步，通过为客人提供特殊的礼物或服务表示我们对他们的关心以及出现问题后我们的歉意Respondinginextraordinaryways以非同寻常的方式作出反应StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划2192%ofourguestswillcomebackifweresolvetheirproblemtotheirsatisfactionOnly46%ifwedon’t如果客人的问题得到满意的解决92%的客人会成为回头客反之只有46％AssociateSatisfaction员工满意GuestSatisfaction客人满意RevenueGrowth收入增长WOWtheGuestW-给客人惊喜StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划22WOWRecoverySystemWOW服务补救系统What’stheProblem问题是什么OwnitandSolveit承担责任并解决它WowtheGuest给客人惊喜videoclipStarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划23SeverityLevels严重的程度Low轻微Medium中等程度High严重Catastrophic毁灭性StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划24SeverityLevels严重的程度轻微的问题是让客人不满或给客人带来不便的小事情。Lowseverityproblemsaresmallthingsthatannoyorinconveniencetheguest.StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划25Lowseverityproblems轻微的问题SlowCheck-in入住登记速度馒Sloworincorrectfoodandbeverageorder食品/饮料的服务速度慢或错误Slowresponsetoaguestrequest对于客人的要求反应迟缓。……StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划26SeverityLevels严重的程度中等严重程度的问题是让客人不满，浪费客人时间或使客人扫兴并影响客人旅途愉快的事情Mediumseverityproblemsarethingsthatannoyguests,causethemtolosetimeorreduceenjoymentofthestayStarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划27Mediumseverityproblems中等严重程度的问题Wrongroomtype提供的房型有误Mealthatguestwasunabletoenjoy客人用餐后感觉不满意Repeatedfailuretomeetguest’srequest连续不能满足客人的要求……StarwoodCaresGuestServiceProgram喜达屋关爱宾客服务计划28SeverityLevels严重的程度严重的问题是阻止客人获得整洁、安静