1、1S.T.A.R. Service Standards明星服務標準2我們獨特的服務文化我們獨特的服務文化It is a commitment that sets associates apart from those at other hotel companies. Through our responsive associates, comfortable hotels and efficient service, we show guests that we are glad that they are here and we want them to return. How do we

2、 ensure our guests are satisfied? We care for them.是一項將同事區別于其他酒店公司員工的承諾。我們通過有高度責任感的同事、舒適的酒店和高效的服務，向客人表示我們的歡迎，并期待他們的再次光臨。怎樣才能確保客人滿意呢？我們關愛他們。STAR Customer Experience明明 星星 顧顧 客客 體體 驗驗STAR Recovery明明 星星 補補 救救 措措 施施STAR Improvement System明明 星星 改改 進進 系系 統統4Objectives課程目標 Understand Cares Basic Service Sta

3、ndards理解關愛基本服務標準 Enhance the behaviour standards during service強化服務過程中的行為準則 Win the guest loyalty by the On-brand service以符合品牌精神的待客之道贏得客人忠誠度AM P25Warming-up: Our Company Culture熱身運動-我的公司文化 Company Name 公司名稱 Core Values 公司的核心價值 General Manager 公司總經理 Company Logo 公司的標志 Win points in the training, and

4、the highest team will get a surprise! 培訓中賺取積分，得分最高的公司將得到驚喜大獎！Optional可選6 On Time 準時開市 Healthy Competition 良性競爭 Focus on Self-development 專注于自身的發展 Avoid interruption 避免打擾 Enjoy 樂在其中My Company Culture-Marketing Regulations我的公司文化-市場規則7S Smile & Greet 微笑與問候微笑與問候 T Talk & Listen 交談與傾聽交談與傾聽A Answer & Anti

5、cipate 回答與預計回答與預計R Resolve 圓滿地解決圓滿地解決 S.T.A.R. Service Standards明星服務標準AM P78微笑與問候微笑與問候明星服務標準1S.T.A.R. Service Standards 1Smile and GreetAM P49Objectives目標目標 Realize the impact smiling & eye contact has on guests and fellow associates 認識微笑、目光接觸對客人及同事的影響 Clarify when to greet guests and fellow associa

6、tes 明確何時向客人及同事表示問候 Identify three ways to find out a guests name確定三種找到客人姓名的方法 Conduct an on-the-job skill practice進行崗位技能練習AM P510S.T.A.R. Service Standards明星服務標準明星服務標準S S Smile & Greet 微笑與問候微笑與問候 Every time you encounter a guest or fellow associate, smile and offer an appropriate hospitality greetin

7、g.當你每次遇見客人或同事時，當你每次遇見客人或同事時， 微笑并給予恰當、真誠的問候。微笑并給予恰當、真誠的問候。11Smile & GreetSmile & Greet微笑及問候微笑及問候1. Smile 微笑2. Greet 問候 Make Eye Contact 目光接觸 Greet the Guest 問候客人 Use the Guests Name 稱呼客人姓名AM P712SmileSmile 微笑微笑Why is smiling so important?為什么微笑很重要？ We are a global brand and the smile is the internatio

8、nal language 我們是一個全球性的品牌，微笑恰是一種國際語言 It creates positive energy 它可以創造能量 It demonstrates our interest; shows we care; and conveys being welcoming 展現我們的熱情與關愛；并讓客人感到備受歡迎 Others tend to smile when we smile 我們的微笑可以得到對方的回應。AM P813A smile is genuine and warm, so remember to:微笑是坦誠與溫暖的，所以請記住： Focus on the gue

9、st, put aside your personal problems 關注賓客，私事放一旁 Be sincere 真心誠意 Make sure the rest of your non-verbal matches the smile on your face 確保其他身體語言的含義與您臉上的笑容一致 Watch out for inappropriate situations 注意避免某些情形下不恰當的微笑AM P9SmileSmile 微笑微笑14Smile & GreetSmile & Greet微笑及問候微笑及問候1. Smile 微笑2. Greet 問候 Make Eye Co

10、ntact 目光接觸 Greet the Guest 問候客人 Use the Guests Name 稱呼客人姓名AM P715Exercise練習練習 How did you feel when there was no eye contact? 沒有目光接觸時,您有何感受？ How did you feel when your partner maintained eye contact with you? 對方與您保持目光接觸時您有何感受？Make Eye Contact 目光接觸目光接觸AM P1016Making eye contact with our guests and fe

11、llow associates：與我們的客人與同事進行目光接觸： Will make them feel important 會讓他們感到受重視 Show that we respect them 表示我們尊重他們 Show that we are interested 表現出我們的熱情 AM P11Make Eye Contact 目光接觸目光接觸17Smile & GreetSmile & Greet微笑及問候微笑及問候1. Smile 微笑2. Greet 問候 Make Eye Contact 目光接觸 Greet the Guest 問候客人 Use the Guests Name

12、稱呼客人姓名AM P718Greet the Guest 問候客人問候客人 Why greet guests? 為什么要問候客人? When greet our guests? 什么時候問候我們的客人? How to greet our guests? 如何問候我們的客人?AM P1219The 10 & 5 Rule “10與5”的法則:At ten feet away we acknowledge (Head nod; smile; make eye contact) a guest, and at five feet away we greet a guest. 在離客人10英尺（3米）

13、時，我們應運用恰當的身體語言(點頭，微笑并保持目光接觸）與客人打招呼。在離客人5英尺(1.5米）時，我們應問候客人，并伴以恰當的身體語言。Greet the Guest 問候客人問候客人20The most appropriate greeting for our hotel最適合我們酒店的問候最適合我們酒店的問候例句:晚上好,王女士.希望您度過一個寧靜地夜晚.Example:Good evening,Ms Wang. Have a restful evening.1 您好! Nin Hao!2 客人姓名或職稱+早上好/下午好/晚上好等 Guests name or Title+Good mo

14、rning/afternoon/evening AM P1321We should always greet our guestsin a friendly, professional manner,without overdoing it. 我們應該以友好、禮貌的態度我們應該以友好、禮貌的態度， 恰如其分的恰如其分的問候客人。問候客人。AM P13Greet the Guest 問候客人問候客人22How will you handle these situations:你該如何處理這些情況：You are busy with one guest and another guest appr

15、oaches ? 當你正忙于接待一位客人時，另一位客人向你走來？You are helping a guest and another guest approaches you and insists on being attended to? 當你正幫助一位客人時，另一位客人向你走來認為他也 應該受到幫助？AM P14Greet the Guest 問候客人問候客人23Smile & GreetSmile & Greet微笑及問候微笑及問候1. Smile 微笑2. Greet 問候 Make Eye Contact 目光接觸 Greet the Guest 問候客人 Use the Gue

16、sts Name 稱呼客人姓名AM P724Use the Guests Name 稱呼客人姓名稱呼客人姓名 Why is important to use the guests name? 為何稱呼賓客的姓名很重要？- Show that we respect them 表示我們尊重他們- Show that we are qualified 表示我們是訓練有素的- Show that we focus on them 代表著我們時刻關注于他們25 How to address our guests? 如何稱呼我們的客人？ - Use courteous words 使用禮貌的詞 - Gre

17、eting with their titles 稱呼他們的職務 Example: Mr./Miss/Ms./Sir/Madam. 如：先生/小姐/女士/或者他們的職務Use the Guests Name 稱呼客人姓名稱呼客人姓名26 Ways to find out your guests name: 獲知客人姓名的途徑有哪些？- Computer system 電腦系統里- Luggage tag 行李牌- Credit card, passport, Name Card 信用卡/護照 /名片- Phone display 電話顯示器- Share by other associates

18、同事間的分享- Directly ask guests 直接詢問客人Use the Guests Name 稱呼客人姓名稱呼客人姓名27 Asking for our guests name how do we do it? 詢問我們賓客的姓名-如何詢問？Example:Good evening, Sir. How may I address you? 例如： 晚上好，先生。請問怎么稱呼您？Use the Guests Name 稱呼客人姓名稱呼客人姓名28Wrap-up / Summarize 回顧與總結回顧與總結 Key points of “Smile & Greet” standard

19、 “ “微笑與問候微笑與問候” 的要點的要點 The 10 & 5 rules 1010與與5 5的法則的法則29Exercise 練習練習301.The guest is coming out of his room and you passes him in thehall pushing a vacuum cleaner. 你正在使用吸塵器，客人走出他的房間，從你身邊走過。2. You are a waiter in the restaurant and a guest comes in for breakfast. 你是餐廳的服務員，一位客人走進餐廳用早餐。3.You are at t

20、he cashiers desk in the evening and the gueststeps up to the counter. 晚間你在收銀臺值班，客人走近柜臺。角角色色扮扮演演Role PlayAM P1631交談與傾聽交談與傾聽明星服務標準明星服務標準2 2S.T.A.R. Service Standards 2Talk & Listen32T Talk & Listen 交談與傾聽交談與傾聽Talk and listen to every guest and fellow associate in a warm, enthusiastic, and courteous ton

21、e and manner.以友善、熱忱和禮貌的語氣與客人或同以友善、熱忱和禮貌的語氣與客人或同事交談并注意傾聽。事交談并注意傾聽。S.T.A.R. Service Standards明星服務標準明星服務標準33Objectives目標目標 List three ways we communicate列出溝通的三種方式 Identify non-verbal signals and their meaning 識別非口語信號及它們的含義 Describe how to listen effectively描述如何有效傾聽 Demonstrate listening skills with a g

22、uest or fellow associate 演示與客人或同事溝通時的傾聽技巧AM P2034Talk 交談交談 35Three Ways We Communicate三種溝通方式三種溝通方式 What we say - the words we speak說什么 - 我們的言詞 How we say it - our tone of voice如何說 - 我們的聲音語調 Body language - what we demonstrate without words 身體語言 - 不用言詞表達的AM P2336How we communicate我們如何交流我們如何交流 言詞 語調身體

23、語言AM P2437Examples of negative Non-Verbal communication:非口頭行為的非口頭行為的反面反面例子：例子：Lean on walls/counters倚墻、柜臺而站Put hands in pockets把手放在口袋（上衣、褲帶）里Sitting unsightly二郎腿How we communicate我們如何交流我們如何交流AM P2638Examples of positive Non-Verbal communication:非口頭行為的非口頭行為的正面正面的例子：的例子： Raise our head, dont be bow- b

24、acked 挺胸抬頭、身姿挺拔 Eye contact with smile 目光注視、面帶微笑How we communicate我們如何交流我們如何交流39Pitch 聲調聲調 Rhythm 節奏節奏Tempo 語速語速 Articulation 發音清晰度發音清晰度Volume 音量音量Our messages is affected by: 影響信息傳達的因素有：影響信息傳達的因素有：How we communicate我們如何交流我們如何交流40Make sure your tone of voice matches with your intent確保你的語音語調確保你的語音語調

25、與你所要表達的意思一致與你所要表達的意思一致 How we communicate我們如何交流我們如何交流41得體的語言可以向得體的語言可以向我們的客人與同事表示我們的客人與同事表示 我們是很職業化的、禮貌與考慮周到的。我們是很職業化的、禮貌與考慮周到的。 Careful choice of words will show our guests and fellow associates that we are professional, respectful and considerate.How we communicate我們如何交流我們如何交流42Listen 傾聽傾聽 43Why l

26、isten？為什么我們要傾聽？為什么我們要傾聽？ Listen can help us capture important information 傾聽能幫助我們獲得我們所需要的信息 Listen means we respect our guests傾聽表示我們尊重我們的客人 Listen means we pay great attention on our guests傾聽表示我們重視我們的客人44Listen 傾傾 聽聽 Leaning toward the speaker 身體略傾向說話者 Nodding head 點頭 Making eye contact 保持目光接觸 Takin

27、g notes 做筆記 Asking clarifying questions 通過提問加以澄清 Repeating and rephrasing 重復并用自己的語言復述 How to listen actively積極地傾聽是通過積極地傾聽是通過AM P3145 Interrupting the speaker 打斷客人 Finishing the guests sentences 接客人下句 Looking away or looking down 東張西望或向下看 Fidgeting with pen or paper 坐立不安地玩弄手中的筆或紙What to avoid我們應該避免我們

28、應該避免AM P32Listen 傾傾 聽聽 46When you mix up the words of LISTEN, what does it spell?將LISTENLISTEN這個單詞的字母重新排列組合，可以成為哪一個單詞？SILENTListen 傾傾 聽聽 47Wrap-up / Summarize 回顧與總結回顧與總結 List three ways we communicate列出溝通的三種方式 What percentage of information we can capture on the phone by using intonation? 當通過電話交談時，我

29、們通過語調獲取的信息占多少？ Identify non-verbal signals and their meaning 確定非口語信號及它們的含義 Describe how to listen actively描述如何有效傾聽48Exercise 練習練習491.A very ill guest complaints about the temperature of air-condition is too low and you are the only associate who is on duty. 一位生病地客人投訴酒店空調太冷，而你唯一在場的當班服務員2. Received a

30、call for room reservation 接到客房預定3. A meeting organizer is checking certain notices of banquet with our associate from sales department. 會議組織者在和一位銷售人員核對宴會事項角角色色扮扮演演Role Play AM P3350回答與預計回答與預計明星服務標準3S.T.A.R. Service Standards 3Answer & Anticipate51A Answer & Anticipate 回答與預計回答與預計Answer guests and fel

31、low associates questions quickly and to their satisfaction, and anticipate needs by observing behavior and learning to “read” the guest.迅速有效的回答客人和同事的問題，注意觀察客人迅速有效的回答客人和同事的問題，注意觀察客人的行為并學習去了解客人，來預計他們的需求。的行為并學習去了解客人，來預計他們的需求。S.T.A.R. Service Standards明星服務標準明星服務標準52Objectives目標目標 Know the frequently ask

32、ed questions 了解客人常問的問題 Know how to answer guests questions 了解如何回答客人的問題 Know how to find out the answers to the guests questions 了解如何設法找到客人問題的答案 Know what is anticipation and its importance 了解什么是預計客人需求及其重要性 Know how to anticipate guests needs 了解如何預計客人需求AM P3853Answer Questions回答問題回答問題54Frequently Ask

33、ed Questions 客人常問的問題客人常問的問題Group Exercise 小組練習小組練習Its my town這是我的城市這是我的城市Its my hotel這是我的酒店這是我的酒店Its my company這是我的公司這是我的公司AM P4055Frequently Asked Questions客人常問的問題客人常問的問題Its my town這是我的城市這是我的城市. F&B outlets and entertainment 餐飲娛樂場所 Weather and transportation 天氣及交通 Sightseeing spots 旅游景點 Shopping ma

34、lls 購物場所 Local custom and culture 當地風俗文化 Local big events 當地重要活動 Medical facility 醫療設施.56Its my hotel這是我的飯店這是我的飯店 Hotel generic information (address, phone number, website, etc) 酒店的基本信息（地址、電話、網址等） Hotel facility information (location, business hour) 酒店設施信息（位置、營業時間等） Service-related information 服務相關信

35、息 Discount information 優惠活動信息.Insert Hotel Logo/ PhotoFrequently Asked Questions客人常問的問題客人常問的問題57Its my company這是我的公司這是我的公司 Group generic information 集團的基本信息 Brands information 其他酒店品牌的信息 Owner and shareholders information 業主及股東的信息.Insert Hotel Logo/ PhotoFrequently Asked Questions客人常問的問題客人常問的問題58Answ

36、er Questions回答客人的問題回答客人的問題3. Suggest 建議建議Three Steps三個步驟三個步驟: :1. Listen 傾聽傾聽2. Clarify 確認確認AM P4159Answer Questions-Suggest回答客人的問題回答客人的問題建議建議- If appropriate, recommend hotel facility first 如合適，先推薦飯店的設施- Provide alternative options 提供兩種以上的選擇- Make sure we could satisfy the guests requests 確保我們提供的選擇

37、能夠令客人滿意 When offering suggestions to the guest, we should provide with options 在為客人提供建議時，應為客人提供選擇AM P4260 When a guest ask you that where he/she can find a genuine Japanese restaurant, what will you do? 當客人詢問你，哪里有地道的日本餐廳時，你會怎么做？Answer Questions-Suggest回答客人的問題回答客人的問題建議建議Mr. Wang, what about the Japan

38、ese cuisine in our Miyabi Japanese Restaurant? There are fresh Sushi, Sashimi. Also, there are several Japanese Restaurants at Fuzhou Downtown. Ive been to Itoya on Fuzhou Plaza. The atmosphere and the hot pot there is fabulous! 王先生，您可以嘗試一下我們酒店雅-日本餐廳的地道日本菜，那里有新鮮的壽司、刺身。同樣，福州市區也有不少日本餐廳，我吃過福州廣場的伊藤家，推薦您

39、去嘗試一下，那里的氛圍和火鍋都十分地道！61Taking ownership means finding the answer for the guest, even if you have to put effort to find the answers勇于承擔個人責任意味著勇于承擔個人責任意味著幫助客人找到問題的答案，幫助客人找到問題的答案，即使你必須從其它的途徑發現問題的答案。即使你必須從其它的途徑發現問題的答案。 Answer Questions-When we dont know the answer回答客人問題回答客人問題當我們不知道問題的答案時當我們不知道問題的答案時AM P4

40、3What are some of the sources that you can turn to find the answers?你你 能能 從從 哪哪 些些 地地 方方 找找 出出 問問 題題 的的 答答 案案 ？63 Should 我們應該我們應該1.Take initiate to find the answer主動找出問題的答案2.Confirm the accuracy of the answer 確認答案的準確性3.Offer personal options 提供為客人量身定做的選擇4.Share the new information with colleagues 與其

41、他同事分享你獲知的最新信息Answer Questions-When we dont know the answer 回答客人問題回答客人問題 當我們不知道問題的答案時當我們不知道問題的答案時64Should Not 我們不應該我們不應該1.Answer with “I dont know” 回答客人“不知道”2.Shift the problem off to other departments 將客人的問題推卸到其他部門3.Give uncertain answers 給客人模棱兩可，或未經確認的答案4.Give unsatisfying options 提供的選擇不符合客人的要求Answ

42、er Questions-When we dont know the answer 回答客人問題回答客人問題 當我們不知道問題的答案時當我們不知道問題的答案時65 When the guest ask if there is mobile phone rental service in Business Center, what will you do? 當客人詢問商務中心是否能夠租用手機時，您會怎么做？Excuse me, Mr. Jackson, let me check it for you right now.Yes, Mr. Jackson, we have mobile phone

43、 rental service in our Business Center. Do you want me to lead you there for further detail information? 王先生，不好意思，請稍等。我為您確認一下，好嗎？ 王先生，我們商務中心有您需要的手機租用服務，您需要的話我帶您去商務中心具體詢問一下好嗎？Answer Questions-When we dont know the answer 回答客人問題回答客人問題 當我們不知道問題的答案時當我們不知道問題的答案時When the guest ask about a specific questio

44、n out of your profession, and the answer would be complicated, you should ask the particular department to follow up, or escort the guest to the department. 當客人的問題不是您本職崗位的專業問題，且答案相對比較復雜時，應該請專業部門同事主動跟進，或指引客人前往該服務區域。66 When a guest in the public area ask you whether the parking lot is chargeable, what

45、 will you do? 當客人在公共區域詢問您酒店車場停車是否收費時，您會怎么做？ Excuse me, Mr. Wang, let me check it for you right now. Mr. Wang, Im glad to inform you that our parking lot is free of charge.王先生，不好意思，請稍等。我為您確認一下，好嗎？王先生，我們酒店的車場停車是免費的。When the guest ask about a specific question out of your profession, and the answer is

46、quite simple, you should find the answer from the particular department and answer the guest question by yourself. 當客人的問題不是您本職崗位的專業問題，但是答案簡單，應該親自向有關部門確認后，再回答客人。Answer Questions-When we dont know the answer 回答客人問題回答客人問題 當我們不知道問題的答案時當我們不知道問題的答案時67Anticipate Needs預計需要預計需要68What is Anticipate什么是預計客人的需求什

47、么是預計客人的需求 Before the guest realize, we are able to foresee the possible problem, and try to avoid the unpleasant experience occurring to the guest. 在客人尚未意識到時，我們便預計可能發生的問題，并努力 使客人避免此類問題的發生。 When a guest experience a problem, even before the guest contacts the hotel for it, we have responded to the pr

48、oblem by anticipating. 在客人發生問題時，即使未向酒店作出要求，我們已通過預 計，快速地做出反應。AM P4669 Each hotel encounter is an opportunity to make the ordinary extraordinary. Meet guest expectation is not enough. The key to win is to beyond the guest expectation. 每次的酒店經歷都是化普通為特殊的機會。僅僅達到客人的期望是不夠的，我們應該去超越客人的期望，這是我們制勝的關鍵所在。Why Antic

49、ipate為什么要預計客人的需求為什么要預計客人的需求AM P4670 Observe 觀察 Make the best decision promptly 迅速做出最佳決定 Take initiative to offer service 主動提供服務 Show the genuine care 表達真心關愛How to Anticipate如何預計客人需求如何預計客人需求AM P4671How to Anticipate-Observe如何預計客人需求如何預計客人需求觀察觀察Various hints各種暗示Verbal 客人的言詞Vocal客人的語音語調Visual客人的身體語言Emot

50、ional客人的情感 AM P4672 Via observation, know the guests emotion and needs, find out feasible solution promptly. 通過觀察，了解客人的情緒和需求，快速找出可行的解決方案。 Considerate thoroughly and focus on details 考慮周到、關注細節 Think in the others position換位思考 Choose the best solution決定最佳解決方案How to Anticipate- Make the best decision p

51、romptly如何預計需求如何預計需求迅速做出最佳決定迅速做出最佳決定AM P4673When we anticipate needs, we should ask ourselves four questions預計客人需求時預計客人需求時, ,我們需要問自己我們需要問自己4 4個問題個問題 What is going on ? 現在正在發生什么事情？ Who is involved ? 涉及到哪些人？ What might happen if I do nothing ? 如果我們什么都不做會發生什么? What action can I take ? 我能采取什么行動 ? 74 Take

52、 initiative to offer service satisfying to guests need and beyond guests expectation 主動為客人提供滿足其需求，超越其期望的服務 Provide map and bilingual address card for the guest asking the way主動為問路的客人提供地圖、中英文地點卡片 Provide booking service of restaurant or tickets 主動幫助訂餐訂票等How to Anticipate - Take initiative to offer se

53、rvice 如何預計需求如何預計需求主動提供服務主動提供服務75 Keep 3V consistent 保持3V的一致 Show genuine care after offering service in different ways 通過各種方式，在服務后向客人表達真心關愛。 Caring card慰問卡 Offering name card主動提供名片 Asking for feedback詢問反饋 Asking if theres further requirement 詢問是否有其他需求等How to Anticipate- Show the genuine care 如何預計需求如

54、何預計需求表達真心關愛表達真心關愛76Review回 顧 How to answer guests questions? 如何回答客人的問題？ How to give options to guests? 如何給與客人選擇？ What should you do if you dont know the answer to guests question? 如果不知道客人問題的答案應該怎么做？ How to anticipate guests need? 如何預計客人需求？77Exercise 練習練習781. You are a room attendant. Mr. Li has stay

55、ed in the hotel for several days. Every day, you will make his room. You found that his pillows are always on the floor, and only one cushion is in the bed. 您是一名客房服務員，李先生已經在酒店住了好幾天，每天為他整理房間的時候，您都發現他的枕頭總是散落在地上，而床上總是只有一個靠墊。2. You are in the Concierge. Now, two young travelers are asking you about the

56、way to Shanghai South Railway Station. You found that their train is at 9 pm and now its 4 pm. They have already checked out. 您是一名禮賓部的員工，此時兩位年輕的旅行者前來詢問你如何前往上海南站，你發現他們手中的車票是晚上9點前往杭州的火車，而此時正是下午4點，這兩位已經完成了離店結算手續。3. You are a F&B Service attendant. You noticed that now Mr. Chen is coming for meal alone

57、again, and he has been looking at the menu for a long time. 您是一名餐廳的服務員，您看到陳先生此時又一個人前來餐廳用餐，他對著菜單發了好一會兒呆。角角色色扮扮演演Role Play AM P4779圓滿地解決圓滿地解決明星服務標準4S.T.A.R. Service Standards 4Resolve80R Resolve 圓滿的解決問題圓滿的解決問題 Resolve guests problems by followingthe systematic WOW Recovery system. 通過通過WOWWOW服務補救系統來解決客

58、人服務補救系統來解決客人 的問題。的問題。 S.T.A.R. Service Standards明星服務標準明星服務標準81Objectives 目標目標 Identify three steps in the WOW Recovery System 確定驚喜補救系統的三個步驟 Identify the four levels of problem severity確定問題的四個嚴重程度 Explain the WOW Guidelines for the hotel解釋酒店驚喜指南 Demonstrate resolving a guest problem using the WOW Rec

59、overy System 演示運用驚喜補救系統解決客人的問題AM P5182Problems and Repeat Business問題與回頭生意問題與回頭生意 Guest having a problem that was resolve satisfactorily 經歷過問題，問題得到圓滿解決Guest having a problem that was not resolved satisfactorily 經歷過問題，但問題沒有得到圓滿解決Guest having experienced no problems 客人沒有經歷問題92%:84%:46%:AM P5383Three St

60、eps in Resolve:解決問題的三個步驟解決問題的三個步驟: :1. Whats the Problem 問題問題是是什么什么2. Own it and Solve it 承擔責任并解決問題承擔責任并解決問題 3. Wow the Guest 給客人驚喜給客人驚喜WOW Recovery system WOWWOW 服務補救系統服務補救系統AM P5484 Listen to Get Information 傾聽以獲得信息 Apologize 道歉 Emphasize 感同身受 Clarify by asking questions 通過提問與客人確認Whats the Problem