【正文】 顧客需求 ? Listen carefully to understand my needs wants 仔細聆聽以理解顧客需求 ? Relate to me and check in with me regularly 與客人保持聯(lián)系，負責客人定期入住的手續(xù)辦理 62 The CORE Service Strategy 核心服務戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機會 3 Respond 反應 4 Ensure 保證 2. OPPORTUNITY 機會 ? Spot the opportunity to offer service 尋找提供服務的機會 ? Think of things that will delight the guest and exceed their expectations 考慮做什么可以使客人高興，能夠超越客人期望 The service style that enables Successful Interactions 服務風格確保提供滿意服務 63 The CORE Service Strategy 核心服務戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機會 3 Respond 反應 4 Ensure 保證 3. RESPOND 反應 ? Respond effectively with offers 高效地回應所有要求 ? Give me choices 給予客人選擇 ? Solve my problem/need effectively 高效地解決客人的問題或滿足其需求 The service style that enables Successful Interactions 服務風格確保提供滿意服務 64 The CORE Service Strategy 核心服務戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機遇 3 Respond 反應 4 Ensure 確保 4. ENSURE 確保 ? Provide the solution quickly and efficiently 迅速、有效地提供解決方案 ? Confirm the quality is right 確保質量可靠 ? Check I am satisfied and whether I have any further desires 檢查顧客是否滿意，以及是否還有其它需求 The service style that enables Successful Interactions 服務風格確保提供滿意服務 65 How We Communicate (1) Meeting Planners 會議策劃者 Meeting Facilitators 會議主持者 Meeting Success 成功的會議 Meeting Success 成功的會議 One point of contact CMD 皇冠會議總監(jiān) 親自負責接觸 Handy Meeting kit 會議百寶箱 Understanding, Efficient, Capable, Success 理解、 有效、 能干、 成功 Understanding, Support, Success . In control 理解、支持、 成功、掌握 Target 目標 Advertisement 廣告 Key 關鍵 因素 Values 價值 Product 產品 66 How We Communicate (2) Meeting Delegates 會議代表 Business Travellers 商務散客 Connections Village 相聚天地 Room To Relax 舒適的房間 Connect meet and eat 聯(lián)系 – 聚會就餐 Work support Bedside shopping 工作支持 – “公私兼顧”購物單 Support, Success, Acplishment 支持、成功、 富有成就 Support, Relaxation, Incontrol 支持、放松、 掌握 Target 目標 Advertisement 廣告 Key 關鍵 因素 Values 價值 Product 產品 67 Brand Values 品牌價值觀 Emotional Benefits 情感收益 Functional Benefits 功能效益 Brand Features 品牌特色 Brand Essence 品牌本質 Advertising Delivers Brand Messages 廣告宣傳品牌信息 68 Brand Advertising 品牌廣告 Demonstrates insights through an “I know what you are going through” approach 通過 “ 我了解您的意愿”展示我們的洞察力 69 Tactical Advertising 策略性廣告 Demonstrates understanding through “Business Problem Solution” approach 通過“商務問題與解決方案”展示我們的理解 70 FB Advertising 餐飲廣告 Demonstrates understanding through “Business Problem Leisure Solution” approach 通過“商務問題與休閑方案”展示我們的理解 71 Most importantly 最關鍵的 It is NOT about our hotel (What we have) 它不是關于我們酒店的產品 （我們擁有什么） It is about the Experience at our hotel (What WE can offer) 而是關于客人在我們酒店的體驗 （我們能夠提供什么） 72 E R O C 1. Connect 聯(lián)系 2 Opportunity 機遇 3 Respond 反應 4 Ensure 保證 The service style that enables successful interactions 服務 風格確保提供滿意服務 Service Strategy (2) 核心服務戰(zhàn)略 73 Programme Objectives 課程目標 At the end of this workshop you will be able to: 在本課程結束后，你將能夠： ? Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解釋 皇冠品牌的定位并列出皇冠品牌的四個關鍵因素 ? Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目標客戶的含義，分別列舉出這些目標客戶入住皇冠品牌酒店的兩個理性原因和兩個感性原因 ? Describe and demonstrate the fourstep strategy for how to care for the target guest and enable them to have ?Successful Interactions? in Crowne Plaza Hotels 描述并展示關心目標客戶并使其能夠在皇冠品牌酒店體驗成功服務的四步戰(zhàn)略 ? Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能夠解釋自己在皇冠品牌酒店“夢想成真”戰(zhàn)略中的角色 74 Thank you! 謝謝！ 75 謝謝觀看 /歡迎下載 BY FAITH I MEAN A VISION OF GOOD ONE CHERISHES AND THE ENTHUSIASM THAT PUSHES ONE TO SEEK ITS FULFILLMENT REGARDLESS OF OBSTACLES. BY FAITH I BY FAITH