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1BeMyGuest服务我们的客人GuestInteractions1–8八大服务场景28Interactions1.TheBasicInteraction基本的对客服务2.Handlingmorethan1guestatatime同时服务多位客人3.Handlingadelayedservice处理延迟的服务4.Satisfyinganimpatientguest满足不耐烦的客人GuestInteractions服务场景38Interactions5.Handlingadelayedtransaction处理延迟的业务6.Satisfyingaguestwhenaserviceisunavailable无法提供某项服务时设法令客人满意7.Handlingademandingguest应对苛求的客人8.Handlingadisputedcharge处理有争议的帐目GuestInteractions服务场景48InteractionsProgramObjectives课程目标Bytheendofthispartoftheprogrammeyouwillbeableto本课程结束后,您将能够:•List8challengingguestinteractionsanddemonstratethestepstotakeforeach,explainingwhytheseareimportant列举出八种具有挑战性的对客服务情形并演示出各自应对的步骤,解释其重要性。•Describewhatagoodbasicinteractionshouldcontain描述出好的基本对客服务包括哪些内容•Stateexamplesofhowthebasicskillslearnedaretobeusedineachinteraction陈述如何在对客服务中运用我们学到的基本技能58Interactions1.BasicGuestInteraction基本的对客服务68InteractionsSyndicateExercise小组练习ThinkingofguestinteractionssincethefirstpartoftheBeMyGuestprogramme.回想在“八项服务技巧”中的一个服务场景Pickthe’Best’andthe‘Worst’thathavehappened选出“最佳“和”最差”情形Thenwithyourneighbourdiscussandagree和旁边学员进行讨论并达成一致5wordstodescribethe‘best’and5wordstodescribethe‘worst’用五个词来描述“最佳”,五个词来描述“最差”Writeonpost-itsandplaceonflipchart写出来并贴在白纸板上78InteractionsSessionObjectives章节目标Bytheendofthissessionyouwillbeableto本章节结束后,您将能够:•Statethestepsinabasicinteractionandwhyeachisimportant陈述基本服务的步骤并解释其重要性•Demonstrateagoodinteractioninaroleplay以角色扮演的方式示范一个好的服务场景88InteractionsStepsofBasicGuestInteraction基本对客服务的步骤•Recogniseorapproachtheguest,askquestionstodetermineguest’sneedspromptly招呼或迎接客人,询问问题以迅速确认客人的需求•Fulfilltheguest’srequest,orifnecessary,refertoanotheremployee满足客人的需求,或必要时转交给其他的同事•Ifappropriate,explainhotelservices如果情形合适的话,解释酒店的服务项目•Thanktheguest(bynameifpossible)andencouragehimorhertorequestadditionalhelpifneeded感谢客人(如果可能,称呼客人的名字),如果需要,鼓励客人提出其他的要求98InteractionsStepstoReferring转交的步骤•Afterunderstandingtherequest,explainthatanotherpersoncanhelpmoreeffectively了解客人的需求之后,向客人解释其他员工能够更有效地帮助他•Introducetheotherpersonandsummarisethesituationfromtheguest’spointofview向客人介绍其他员工,并从客人的角度向该员工概括介绍当时的情形108InteractionsSkillsPractice技巧练习Pairs-1istheguest-1theemployee一位扮演客人,一位扮演员工‘Guests’toplay2ofthefollowingenquiries“客人”提出下面的要求•Onetheemployeecanfulfil员工可以满足的一个要求•Onetobereferred员工需要转交给其他同事来满足客人的要求•Oneallowinganopportunitytoexplainahotelservice员工需要解释酒店的服务项目•Onerequiringanexplanatione.g.ofhotelpolicy员工需要对酒店政策做出解释118Interactions2.Handlingmorethan1Guestatatime同时服务多位客人128InteractionsBytheendofthesessionyouwillbeableto本章节结束后,您将能够:•Listthe4actionstepstohandlemorethan1guestatatime列举出在同时服务多位客人时的四个行动步骤•Demonstratetheskillstouse,inarole-play以角色扮演的方式示范学到的技能SessionObjectives章节目标138Interactions•Acknowledgethewaitingguestasquicklyaspossible尽快招呼等待中的客人•Atanaturalbreakwiththefirstguest,excuseyourselfandaskthesecondguesthowyoucanbeofhelp在服务第一位客人的自然间隙中,抽身询问第二位客人需要的帮助•Respondtothesecondsguest’srequestand,whenappropriatereturntothefirst回应第二位客人的要求,适时再转向第一位客人•Movebackandforthbetweenguestsuntiltheinteractionsarecomplete在客人之间来回转换,直到服务结束StepstoHandlingmorethan1Guestatatime同时服务多位客人的步骤148Interactions3.HandlingaDelayedService处理延迟的服务158InteractionsBytheendofthesessionyouwillbeableto:本章节结束后,您将能够:•Identifytheactionstepsinacardgameandlistthekeyskillsusedineachactionstep在卡片游戏中识别行动步骤,并列出每一步用到的基本技能SessionObjectives章节目标168InteractionsStepstoHandlingaDelayedService处理延迟服务的步骤•Listentotheguest’scomplaintwithoutinterrupting倾听客人的抱怨而不予打断•Summarisetheproblemfromtheguest’spointofviewandrespondwithempathy从客人的角度总结问题,并表示同感•Explainthereasonforthedelay解释延迟的原因•Statetheactionsyoucantaketoaidinresolvingtheproblem,and,ifnecessary,excuseyourself讲明你为解决此问题而将采取的措施,如必要,致以歉意•Checkbackregularlytokeeptheguestinformed定时或定期检查以保证客人清楚进展状况178Interactions4.SatisfyinganImpatientGuest满足不耐烦的客人188InteractionsBytheendofthesessionyouwillbeableto:本章节结束后,您将能够:•Explaintheneedsofanimpatientguestandthestepstotakeindealingwiththem解释出不耐烦的客人的需求和处理的步骤SessionObjectives章节目标198InteractionsStepstoSatisfyinganImpatientGuest满足不耐烦客人的步骤•Acknowledgetheguest’spresenceandapologiseforthedelay识别客人的存在,对延迟表示谦意•Stateyouwilltakecareoftheguestassoonaspossible表明你会尽快为其服务•Quicklyandefficientlyhandletheimmediatesituationandre-assuretheimpatientguestifnecessary快速高效地处理,必要时,安抚不耐烦的客人•Thanktheguestforwaitingandhandletheinteractionasquicklyaspossible向等候的客人致谢,并尽快处理好•Thanktheguestonceagain(byname,ifpossible)andapologisefortheinconvenience再次致谢(如有可能,称呼客人姓名)并对给客人造成的不便致谦208Interactions5.HandlingaDelayedTransaction处理延迟的业务218InteractionsBytheendofthesessionyouwillbeableto:本章节结束后,您将能够:•Explainhowtodealwithadelayedtransactionfollowingtheactionsteps解释如何按步骤处理一个延迟的业务SessionObjectives章节目标228InteractionsSteps处理延迟业务的步骤•Explainthereasonforthedelayifit’snotobvious如果理由不充分,向客人解释延迟的原因•Iftheguestexpressesconcern,apologisefortheinconvenienceandrespondwithempathy如果客人表示担心,要为客人造成的不便致歉并给予同感式回应•Handlethedelayasquicklyaspossible,andexplainwhatyouaredoing尽快处理延误,并向客人解释你正采取的措施•Thanktheguestforwaiting(byname,ifpossible)andcompletetheinteraction对客人的等候表示感谢(如有可能,称呼客人的姓名)并完成服务238Interactions6.SatisfyingaGuestwhenaServiceisUnavailable无法提供某项服务设法让客人满意248Interactions
本文标题:Be My Guest - 8 Guest Interactions - bilingual
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