文華東方酒店 招待及協(xié)助客人 2.0 lqe part 2. greeting & assisting guests bilingual

1、現(xiàn)代服務(wù)史上的傳奇‘A Legend in Our Times’,LQE 培訓(xùn)單元二招待及協(xié)助客人LQE Training Module 2 Greeting & Assisting Guests,復(fù)習(xí)Review,格言一：我們會(huì)經(jīng)常在表現(xiàn)上反映出集團(tuán)的任務(wù)，遠(yuǎn)景及價(jià)值觀，并注重我們具東方色彩的傳統(tǒng)。PIL01: ‘We will constantly act in a manner which reflects o

2、ur mission, vision and values, and be ever mindful of our Oriental heritage’格言五：我們會(huì)對(duì)客人的要求和需要負(fù)責(zé)，使客人不必再次復(fù)述。PIL05: ‘We will take ownership of each guest request or need to ensure that guests do not have to repeat themselv

3、es’格言七：為使客人感到驚喜，我們會(huì)記下客人的喜好，并盡量采取相應(yīng)的行動(dòng)取悅客人。PIL07: ‘We will record guest preferences in order to surprise and delight our guests and ensure that their preferences are acted upon appropriately whenever possible’,第一印象Your

4、 First Impressions,1,3,2,4,第一印象‘A First Impression’,第一印象至關(guān)重要No impression is as powerful as the first one,目標(biāo)Objectives,陳述關(guān)于問候和協(xié)助客人的服務(wù)格言。 State the Pillars relati

5、ng to Greeting & Assisting Guests解釋一致性去實(shí)施服務(wù)格言令客人感受文華東方的體驗(yàn)有哪些影響。 Explain what impact the consistent delivery of the

6、se Pillars has on our guests’ Mandarin Oriental ‘experience’列出如何有效地在日常工作中實(shí)施這些格言的方法。 List ways in which you can effectively deliver these Pillars in your day to day work演示如何自然、真誠地與客人交

7、談。 Demonstrate how to talk to guests in a natural and genuine way,優(yōu)質(zhì)服務(wù)體驗(yàn)格言二LQE Pillar 2,我們會(huì)自然和親切地尊稱客人的名字，并以友善的姿態(tài)、微笑和眼神款待客人。We will warmly engage all guests by natural use

8、of their names and through friendly gestures, smiles, and eye contact.,,,活動(dòng)-不稱呼客人姓名的原因Not Using Names Activity,和坐你旁邊的人一起。 Get together with the person next to you盡可能多地寫下你跟客人打招呼時(shí)不稱呼他們姓名的原因。

9、 Write down as many reasons as you can think of for not using people’s names when you address them用2分鐘 Take 2 minut

10、es,沒有稱呼姓名的原因Reasons for Not Using Names,客人容貌及名字難以辨認(rèn)。Not good at remembering faces and names 每日面對(duì)太多客人了。Too many faces or names to remember at once不懂正確讀法 Can’t pronounce them 。不清楚正確的發(fā)音(語言/聲音/語調(diào)) Could

11、n’t catch or hear the name clearly (language/voice intonations) 害怕讀錯(cuò), 沒面子。 Afraid to get it wrong (loss of face in Asia),臉的技巧 - 幫你熟記姓名FACE Techn

12、ique,關(guān)注其他人: 研究他們的臉型和特征。Focus: Focus on the other person: study their face and features提問:查證客人的名字,并大聲讀出來:Ask: Ask for their name again or check it and say it aloud (to remember it better)聯(lián)想: 自我創(chuàng)建易于記住名字的方法。

13、 Comment: create a mental ‘a(chǎn)nchor’ or ‘hook’ to remember the name (e.g. sounds like…)應(yīng)用: 重復(fù)使用名字來增強(qiáng)記憶。 Employ: use the name a

14、gain to reinforce memory,運(yùn)用客人姓名Using Guest Names,自然的 In a natural way適當(dāng)?shù)?In an appropriate way,自然正常的談話方式,不要多次重復(fù) 聲音不能太大,優(yōu)質(zhì)服務(wù)體驗(yàn)格言三LQE Pillar 3,我們會(huì)細(xì)心觀察和聆聽，以便了解及洞察每位客人的需求，并適時(shí)作出回應(yīng)。 We will carefully watch and listen

15、to each guest so that we can understand and anticipate their needs, and respond in a timely manner.,一點(diǎn)小建議A little bit of advice…,我們都有兩只耳朵和一張嘴巴。We were born with two ears and one mouth……這就是為了讓我們多聽兩倍，少說兩句…so that we mig

16、ht listen twice as much as we speak!,活動(dòng) — 不能有效聆聽客人的原因Not Listening Effectively Activity,跟坐你旁邊的人一起。 Get together with the person next to you盡可能多地寫下你不能有效聆聽客人的原因 Write down as many reasons as you can think of for n

17、ot listening effectively 用2分鐘 Take 2 minutes,有效聆聽的技巧 Effective Listening,聆聽 Hear – 集中注意力傾聽 concentrate on what is being said理解 Understand – 聽到的話 the words being spoken解釋 Interp

18、ret – 所言之意 the meaning of what has been said回應(yīng) Respond – 進(jìn)行溝通 to the communication,優(yōu)質(zhì)服務(wù)體驗(yàn)格言四LQE Pillar 4,我們會(huì)時(shí)刻保持警覺，即使從身旁經(jīng)過，也會(huì)主動(dòng)和尊敬地跟客人及同事打招呼，并在有需要時(shí)提供協(xié)助。We will maintain an alert po

19、sture so that we can proactively and respectfully acknowledge guests and fellow colleagues, even when passing by, offering assistance when needed.,10-5規(guī)則10-5 Rule,在10英尺距離內(nèi)- 以微笑和眼神交流來示意。 At 10

20、feet away – acknowledge the person, smile and maintain eye contact在5英尺距離內(nèi)- 言語招呼，如：早上好/下午好，并面帶微笑和眼神交流 At 5 feet away – verbally greet the person e.g. good morning / a

21、fternoon, continuing to smile and maintain eye contact,主動(dòng) Being Proactive,客人站在房門前，在公文包或手袋里尋找時(shí)……A guest in front of their room, looking through their briefcase or purse某某女士, 您在找鑰匙嗎？我能幫您嗎？May I help you. Mrs X? Are you lo

22、oking for your key?客人在商店前排隊(duì)，不停地看著手表時(shí)……A guest in a shop queue looking at their watch a lot Potter 女士，您好象趕時(shí)間，您先來吧!…It seems like you are in a rush, Mrs. Potter. Would you like to go ahead of me?　客人拿著一個(gè)很大的包裹從電梯里出來時(shí)……A g

23、uest coming out of the elevator with a big parcel in their hand 瓊斯先生，這個(gè)包裹很重。我?guī)湍岚?？Mr Jones, this looks heavy. May I carry it for you?當(dāng)客人向禮賓部詢問方向, 要去距離較遠(yuǎn)的商業(yè)樓時(shí)……A guest is asking the Concierge for directions to an office

24、 building and the location is some distance away李先生，您需要叫車嗎？Mr Lee, will you require transportation?,優(yōu)越服務(wù)體驗(yàn)之實(shí)踐 LQEs in Action,播放DVD第二部分DVD Segment 2,優(yōu)質(zhì)服務(wù)體驗(yàn)格言八 LQE Pillar 8,在酒店引領(lǐng)客人時(shí)，我們至少會(huì)伴隨客人走少部分路程，永不會(huì)用手指指示方向。When di

25、recting guests around the hotel, we will always at least partly escort them, never simply pointing.,,,陪同客人Escorting Guests,“如果您已經(jīng)準(zhǔn)備好了,您這邊請(qǐng)”(手掌向客人以示方向)‘If you are ready now, we can go this way’ (gesturing with an open p

26、alm)“請(qǐng)?jiān)试S我為您帶路, 可以嗎？”‘Would you allow me to show you?’ “您這邊請(qǐng)”‘Would you care to come this way please?’ “請(qǐng)?jiān)试S我?guī)哒_的方向，可以嗎？”‘May I place you in the right direction?’“您愿意讓我?guī)ツ莾簡(jiǎn)幔俊薄甒ould you like me to take you ther

27、e?’,當(dāng)無法陪同時(shí) Difficulties in Escorting,“Schneider夫人，洗手間在大堂。您直走下去到走廊，接著經(jīng)過玻璃門到大堂，洗手間就在您的左手邊。您需要我陪同您去嗎?”“Mrs Schneider, the bathroom is in the lobby. Go straight down the corridor and then through the glass door into the lo

28、bby and then to the left. Would you like to be escorted there?” 當(dāng)回答需要時(shí)：If the answer is yes then say:“當(dāng)然可以，由于現(xiàn)在只有我一個(gè)人，我馬上找同事陪同您去”“Certainly. Since I am alone right now, let me find somebody to escort you right away.”

29、或者 Or： “Schneider夫人，請(qǐng)?jiān)试S我?guī)竭@邊，為您指示正確的方向?！?Mrs. Schneider, let me take you over there and put you in the right direction.,交談內(nèi)容 Conversational Questions,您住得愉快嗎？How are you enjoying your stay with us?王先生，您覺得今天晚餐的新菜品如何呢？

30、How was your dinner this evening Mr Wong, with our new menu?目前您對(duì)哪方面感到最滿意呢？What have you enjoyed the most so far?今天您有什么安排嗎？What plans do you have today?,應(yīng)避免的談話內(nèi)容Questions to Avoid,宗教 Religion政治 Politics國家狀況 Nation

31、al situations種族的笑話 Racial or ‘off-colour’ (risqué) jokes個(gè)人私隱,如:薪水、年齡和婚姻狀況等。 Anything too personal or private e.g. salary, age, marital status etc. 多余的問題 Repetitive or redundant questions,多余的問題

32、 Redundant Questions,問：我能幫助您嗎?(客人感覺:不知道，你覺得呢?)Q: ‘Can I help you?’ (Guest thinks: I don’t know….can you?) 問：您有預(yù)定嗎?(客人感覺:我是酒店住客，就餐為何需要做預(yù)定?)Q: ‘Do you have a restaurant bookin

33、g? (Guest thinks: Well I am staying in your hotel and need to eat dinner, so why do I need a reservation?)　問：您的旅程還好嗎?(客人感覺:我飛了16小時(shí),也沒睡,一路都很疲倦，不過你真的在乎嗎?Q: ‘How was your flight?’ (Guest thinks: It was 16 hours. I didn’t

34、 sleep a wink. The guy next to me snored the whole time. But, do you really care?),更適合的問題Better Questions to Ask,我們?nèi)绾文芰钅穆贸谈佑淇炷?？How may we assist in making your stay / meal the most pleasant? 我們能為您安排些什么呢？What arrang

35、ements may we make for you?您剛從哪個(gè)城市來呢？What city have you just arrived from?我們能為您安排電影院/晚餐或水療預(yù)定嗎？Can we arrange transportation/tickets for the theatre/dinner or spa reservations for you?您最喜歡的酒店是哪家？What is your favouri

36、te hotel in the world?,應(yīng)有的態(tài)度 How We Should Sound,真誠及感興趣的Genuine and interested切忌公式化 Real, not robotic (avoid robotic phrases like: “It is my pleasure.”)精神抖擻 Upbeat音調(diào)悅耳 Plea

37、sant tone of voice 音量適當(dāng)Appropriate volume of voice,提示 Clues,避免眼神接觸 Avoids eye contact回應(yīng)簡(jiǎn)短 Gives short, terse responses只點(diǎn)頭,無言語回應(yīng) Nods rather than provides a verbal response皺眉 F

38、rowning用太陽鏡隱藏身份 Sunglasses ‘incognito’ apparel不理會(huì)問題而是繼續(xù)和其他人交談 Tends to ignore your question and continues a conversation with another person,優(yōu)質(zhì)服務(wù)體驗(yàn)格言活動(dòng)Pillars Activity,2人一組 Get tog

39、ether in pairs A 組：角色扮演去演示服務(wù)格言二和三Pairs A：—Plan a role-play demonstrating the Pillars 2 & 3B組：角色扮演去演示服務(wù)格言二和四Pairs B：—Plan a role-play demonstrating the Pillars 2 & 4C 組：角色扮演去演示服務(wù)格言二和八Pairs C：—Plan a role-pl

40、ay demonstrating the Pillars 2 & 8用5分鐘準(zhǔn)備你的角色扮演You have 5 minutes to plan your role-play,優(yōu)質(zhì)服務(wù)體驗(yàn)格言二&三Pillars 2 & 3,我們會(huì)自然和親切地尊稱客人的名字，并以友善的姿態(tài)、微笑和眼神款待客人。PIL02: We will warmly engage all guests by natural use

41、of their names and through friendly gestures, smiles, and eye contact. 我們會(huì)細(xì)心觀察和聆聽，以便了解及洞察每位客人的需求，并適時(shí)作出回應(yīng)。PIL03: We will carefully watch and listen to each guest so that we can understand and anticipate their needs, an

42、d respond in a timely manner.,優(yōu)質(zhì)服務(wù)體驗(yàn)格言四&八Pillars 4 & 8,我們會(huì)時(shí)刻保持警覺，即使從身旁經(jīng)過，也會(huì)主動(dòng)和尊敬地跟客人及同事打招呼，并在有需要時(shí)提供協(xié)助。 PIL04: We will maintain an alert posture so that we can proactively and respectfully acknowledge guests and

43、 fellow colleagues, even when passing by, offering assistance when needed.在酒店引領(lǐng)客人時(shí)，我們至少會(huì)伴隨客人走少部分路程，永不會(huì)用手指指示方向。PIL08: When directing guests around the hotel, we will always at least partly escort them, never simply po