【文章內(nèi)容簡介】 ure 當(dāng)?shù)仫L(fēng)俗文化 ? Local big events 當(dāng)?shù)刂匾顒? ? Medical facility 醫(yī)療設(shè)施 ...... 56 It’s my hotel… 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(wǎng)址等） ? Hotel facility information (location, business hour) 酒店設(shè)施信息（位置、營業(yè)時間等） ? Servicerelated information 服務(wù)相關(guān)信息 ? Discount information 優(yōu)惠活動信息 ...... Insert Hotel Logo/ Photo Frequently Asked Questions 客人常問的問題 57 It’s my pany… 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(yè)主及股東的信息 ...... Insert Hotel Logo/ Photo Frequently Asked Questions 客人常問的問題 58 Answer Questions 回答客人的問題 3. Suggest 建議 Three Steps 三個步驟 : 1. Listen 傾聽 2. Clarify 確認 AM P41 59 Answer QuestionsSuggest 回答客人的問題 ——建議 If appropriate, remend hotel facility first 如合適，先推薦飯店的設(shè)施 Provide alternative options 提供兩種以上的選擇 Make sure we could satisfy the guest’s requests 確保我們提供的選擇能夠令客人滿意 ? When offering suggestions to the guest, we should provide with options 在為客人提供建議時，應(yīng)為客人提供選擇 AM P42 60 ? When a guest ask you that where he/she can find a genuine Japanese restaurant, what will you do? 當(dāng)客人詢問你，哪里有地道的日本餐廳時，你會怎么做？ Answer QuestionsSuggest 回答客人的問題 ——建議 ?Mr. Wang, what about the Japanese cuisine in our Miyabi Japanese Restaurant? There are fresh Sushi, Sashimi. Also, there are several Japanese Restaurants at Fuzhou Downtown. I’ve 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(qū)也有不少日本餐廳，我吃過 福州廣場的伊藤家 ，推薦您去嘗試一下，那里的氛圍和火鍋都十分地道！ 61 Taking ownership means finding the answer for the guest, even if you have to put effort to find the answers 勇于承擔(dān)個人責(zé)任意味著 幫助客人找到問題的答案， 即使你必須從其它的途徑發(fā)現(xiàn)問題的答案。 Answer QuestionsWhen we don’t know the answer 回答客人問題 ——當(dāng)我們不知道問題的答案時 AM P43 What are some of the sources that you can turn to find the answers? 你 能 從 哪 些 地 方 找 出 問 題 的 答 案 ？ 63 Should 我們應(yīng)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 216。 Share the new information with colleagues 與其他同事分享你獲知的最新信息 Answer QuestionsWhen we don’t know the answer 回答客人問題 —— 當(dāng)我們不知道問題的答案時 64 Should Not 我們不應(yīng)該 1. Answer with “I don’t 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(jīng)確認的答案 4. Give unsatisfying options 提供的選擇不符合客人的要求 Answer QuestionsWhen we don’t know the answer 回答客人問題 —— 當(dāng)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(dāng)客人詢問商務(wù)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 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(wù)中心有您需要的手機租用服務(wù)，您需要的話我?guī)ド虅?wù)中心具體詢問一下好嗎？ Answer QuestionsWhen we don’t know the answer 回答客人問題 —— 當(dāng)我們不知道問題的答案時 When the guest ask about a specific question out of your profession, and the answer would be plicated, you should ask the particular department to follow up, or escort the guest to the department. 當(dāng)客人的問題不是您本職崗位的專業(yè)問題，且答案相對比較復(fù)雜時，應(yīng)該請專業(yè)部門同事主動跟進，或指引客人前往該服務(wù)區(qū)域。 66 ? When a guest in the public area ask you whether the parking lot is chargeable, what will you do? 當(dāng)客人在公共區(qū)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, I’m 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 quite simple, you should find the answer from the particular department and answer the guest question by yourself. 當(dāng)客人的問題不是您本職崗位的專業(yè)問題，但是答案簡單，應(yīng)該親自向有關(guān)部門確認后，再回答客人。 Answer QuestionsWhen we don’t know the answer 回答客人問題 —— 當(dāng)我們不知道問題的答案時 67 Anticipate Needs 預(yù)計需要 68 What is Anticipate 什么是預(yù)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(yù)計可能發(fā)生的問題，并努力 使客人避免此類問題的發(fā)生。 ? When a guest experience a problem, even before the guest contacts the hotel for it, we have responded to the problem by anticipating. 在客人發(fā)生問題時，即使未向酒店作出要求，我們已通過預(yù) 計，快速地做出反應(yīng)。 AM P46 69 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(jīng)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(yīng)該去超越客人的期望，這是我們制勝的關(guān)鍵所在。 Why Anticipate 為什么要預(yù)計客人的需求 AM P46 70 ? 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(wù) ? Show the genuine care 表達真心關(guān)愛 How to Anticipate 如何預(yù)計客人需求 AM P46 71 How to