【正文】 ” 皇冠品牌的關(guān)鍵因素之四 4. Making it Happen 夢想成真 The service culture that enables successful interactions 服務(wù)文化 確保 提供滿意服務(wù) Make it Happen 夢想成真 38 E R O C 1. Connect 聯(lián)系 2 Opportunity 機(jī)會 3 Respond 反應(yīng) 4 Ensure 保證 Service Strategy 核心服務(wù)戰(zhàn)略 39 E R O C 1. Connect 聯(lián)系 2 Opportunity 機(jī)遇 3 Respond 反應(yīng) 4 Ensure 保證 Crowne Plaza “Keys” 皇冠品牌的關(guān)鍵因素之四 4. Making it Happen 夢想成真 The service style that enables successful interactions 服務(wù) 風(fēng)格確保提供滿意服務(wù) 40 The CORE Service Strategy 核心服務(wù)戰(zhàn)略 The service style that enables Successful Interactions 服務(wù)風(fēng)格確保提供滿意服務(wù) 1. Connect 聯(lián)系 2 Opportunity 機(jī)遇 3 Respond 反應(yīng) 4 Ensure 保證 1. CONNECT 聯(lián)系 ? Observe the situation and anticipate guest needs 觀察形勢以預(yù)測顧客需求 ? Listen carefully to understand my needs wants 仔細(xì)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(fù)責(zé)客人定期入住時的手續(xù)辦理 41 The CORE Service Strategy 核心服務(wù)戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機(jī)會 3 Respond 反應(yīng) 4 Ensure 保證 2. OPPORTUNITY 機(jī)會 ? Spot the opportunity to offer service 尋找提供服務(wù)的機(jī)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(wù)風(fēng)格確保提供滿意服務(wù) 42 The CORE Service Strategy 核心服務(wù)戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機(jī)會 3 Respond 反應(yīng) 4 Ensure 保證 3. RESPOND 反應(yīng) ? Respond effectively with offers 高效地回應(yīng)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(wù)風(fēng)格確保提供滿意服務(wù) 43 The CORE Service Strategy 核心服務(wù)戰(zhàn)略 1. Connect 聯(lián)系 2 Opportunity 機(jī)遇 3 Respond 反應(yīng) 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(zhì)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(wù)風(fēng)格確保提供滿意服務(wù) 44 Connect 聯(lián)系 Greet everyone you meet with a 遇見每個人時要問候： ? Hello / Hi / Good morning, afternoon, etc…. 你好 /早上好，下午好等等 ? Eye contact 目光接觸 ? A genuine smile 真誠的微笑 Use your body 使用你的身體語言： ?To show you have stopped what you are doing 顯示出你已經(jīng)停下手頭的工作 ?To say your attention is on that particular guest 表現(xiàn)出對那位特別客人的關(guān)注 ?Turn your body slightly towards the person/ group 把身體稍稍轉(zhuǎn)向面對客人 ?Lean slightly in their direction 朝著客人的方向身體前傾，表示你的積極性 Try to pace your greeting to suit the guest/group: 你的問候要適合客人當(dāng)時的情形： ?If they are in a hurry, be brief 如果他們很忙，簡單問候即可 ?If they are waiting, take a little longer 如果他們還在等候，可多花些時間進(jìn)行問候 C 45 Opportunity 機(jī)會 Ask a question to discover how you might be able to help, ，例如： ? What can we do to help make this meeting a success? 我們怎樣做可以幫助客人成功地舉行會議？ ? If there were one thing we could do to make your stay more successful, what would it be? 我們怎樣做能夠使客人 入住得更滿意？ Make sure it is suitable to the guest’s situation . 確保符合客人當(dāng)時的情形，例如： ?Guest is looking for something….ask to discover how you might help 客人正在尋找什么，上前詢問以發(fā)現(xiàn)你可以提供什么幫助 ?You are one on one with a guest, spend a little more time 如果你只面對一位客人，可以與他多接觸一些時間 O 46 Respond 反應(yīng) Check that you have understood the guest’s requirement 檢查 你已完全明白客人的要求： ? Summarise their request 匯總 他們的需求 ? Or confirm what action you are about to take 或者確認(rèn)你即將采取的措施 ? Keep it brief 盡量簡明扼要 R 47 Ensure 確保 Check the action has resulted in a successful oute, ： 核實(shí)所采取的行動已獲得成功結(jié)果，例如： ? Can I check with you that you are happy with xxx? 我能和您確認(rèn)一下，您對 XXX滿意嗎？ ? Is there anything else we can do? 還有其他事情我可以幫您的嗎？ Make sure it is suitable to the guest’s situation. 確保符合客人當(dāng)時的情形 Listen carefully for further opportunities to provide service and sell more services. 仔細(xì)聆聽，尋求進(jìn)一步的機(jī)會為客人提供服務(wù)，銷售更多的服