1、1對(duì)客服務(wù)意識(shí)對(duì)客服務(wù)意識(shí)Customer Service Mind 2u對(duì)客服務(wù)意識(shí)對(duì)客服務(wù)意識(shí) Customer Service Mindu客人與我們的關(guān)系客人與我們的關(guān)系 The relationship between guests and staffu服務(wù)服務(wù) Serviceu我們服務(wù)的標(biāo)準(zhǔn)我們服務(wù)的標(biāo)準(zhǔn) Our Service Standard3 服務(wù)服務(wù) Service 服務(wù)：幫助他人并使他人收益，同時(shí)自己受益服務(wù)：幫助他人并使他人收益，同時(shí)自己受益Service: help other people and make other and self to get benefit

2、服務(wù)：金錢(qián)服務(wù)：金錢(qián)/ /體驗(yàn)體驗(yàn) Outstanding service: Money/Experience 客人住店滿意程度（體驗(yàn)）客人期望客人住店滿意程度（體驗(yàn)）客人期望/ /服務(wù)服務(wù) Guest resident satisfaction (experience)= guest expectation+/-service 服務(wù)細(xì)節(jié)？服務(wù)細(xì)節(jié)？Detail Service?4服務(wù)的標(biāo)準(zhǔn)服務(wù)的標(biāo)準(zhǔn) Service Standard我們?nèi)f達(dá)的價(jià)值觀在酒店的員工的互動(dòng)中得到體現(xiàn)，從而將最優(yōu)質(zhì)的專業(yè)服務(wù)我們?nèi)f達(dá)的價(jià)值觀在酒店的員工的互動(dòng)中得到體現(xiàn)，從而將最優(yōu)質(zhì)的專業(yè)服務(wù)傳遞給每一位客人。傳遞給每

3、一位客人。Our Wanda Values are owned and energized by all hotel staff in all interactions. They serve our universal commitment of providing the best possible service to each and every of our guests. 所有的員工都能理解并在日常與客人和同事的溝通中，使用相同語(yǔ)言。所有的員工都能理解并在日常與客人和同事的溝通中，使用相同語(yǔ)言。Our Language is understood by all staff, and

4、 used on a daily basis when interacting with guests and other ambassadors. This common language gathers all staff together with the same codes.所有酒店員工均有責(zé)任維護(hù)全酒店的聲譽(yù)，預(yù)防及改善不足點(diǎn)是保護(hù)所有酒店員工均有責(zé)任維護(hù)全酒店的聲譽(yù)，預(yù)防及改善不足點(diǎn)是保護(hù) 與鞏固與鞏固服務(wù)成功的關(guān)鍵。服務(wù)成功的關(guān)鍵。Defect prevention is the key to service excellence, identify and ensure de

5、fects rectification. All hotel staff are responsible for cleanliness, maintenance and organization of the whole hotel premises.5服務(wù)的標(biāo)準(zhǔn)服務(wù)的標(biāo)準(zhǔn) Service Standard每位員工都有義務(wù)維護(hù)酒店安全，任何緊急情況下均致力保護(hù)客人及酒店財(cái)產(chǎn)每位員工都有義務(wù)維護(hù)酒店安全，任何緊急情況下均致力保護(hù)客人及酒店財(cái)產(chǎn) ，及時(shí)糾正及匯報(bào)任何涉及安全問(wèn)題的情況。，及時(shí)糾正及匯報(bào)任何涉及安全問(wèn)題的情況。Safety & security is the respons

6、ibility of all staff. Know your role in an emergency situation in protecting guests and hotel assets. Report any safety concern immediately and correct them if possible.請(qǐng)按照酒店電話接聽(tīng)標(biāo)準(zhǔn)：鈴響請(qǐng)按照酒店電話接聽(tīng)標(biāo)準(zhǔn)：鈴響3 3聲之內(nèi)以愉悅的聲音接聽(tīng)電話。聲之內(nèi)以愉悅的聲音接聽(tīng)電話。 Answer the telephone within three rings and with a smile in your voice.

7、 Follow the hotel answering standards. 主動(dòng)為客人提供服務(wù)，在有限的工作時(shí)間內(nèi)根據(jù)客人的需求與喜好提供個(gè)性化主動(dòng)為客人提供服務(wù)，在有限的工作時(shí)間內(nèi)根據(jù)客人的需求與喜好提供個(gè)性化 的服務(wù)，并于客人到店前根據(jù)其喜好準(zhǔn)備妥當(dāng)以確保他們能在我們酒店獲得獨(dú)的服務(wù)，并于客人到店前根據(jù)其喜好準(zhǔn)備妥當(dāng)以確保他們能在我們酒店獲得獨(dú) 一無(wú)二的難忘體驗(yàn)。一無(wú)二的難忘體驗(yàn)。We assist each other, stepping out of our primary duties to effectively provide service to our guests. Th

8、e suggested hours of operation are guidelines, not limitations for satisfying individual guest desires and preferences. We are empowered to fulfill our guests needs. Identify their unique requirements and preferences prior to their arrival and during their stay in order to ensure each guest experien

9、ce is unique. 6服務(wù)的標(biāo)準(zhǔn)服務(wù)的標(biāo)準(zhǔn) Service Standard永遠(yuǎn)認(rèn)知客人，當(dāng)客人走到我們永遠(yuǎn)認(rèn)知客人，當(dāng)客人走到我們3 3米（米（1212步）范圍內(nèi)，請(qǐng)放下手上的工作并向他們步）范圍內(nèi)，請(qǐng)放下手上的工作并向他們 問(wèn)好、微笑及使用問(wèn)好、微笑及使用“我們的語(yǔ)言我們的語(yǔ)言”；確保為客人提供負(fù)責(zé)，關(guān)愛(ài)及及時(shí)的服務(wù)。；確保為客人提供負(fù)責(zé)，關(guān)愛(ài)及及時(shí)的服務(wù)。Always recognize guests. Interrupt whatever activity you are doing when a guest is within 3 meters (12 feet); gree

10、t them and offer assistance with “our Language”, with a smile. Be responsive, caring and timely in providing service.8. 每一位酒店員工都有責(zé)任協(xié)助客人解決問(wèn)題，直至客人感到滿意。每一位酒店員工都有責(zé)任協(xié)助客人解決問(wèn)題，直至客人感到滿意。You are responsible to own and start the problem resolution process for any issue a guest may face, until his full satisfa

11、ction.9. 9. 不要只指引方向，須親自帶領(lǐng)客人去往其想到達(dá)的地方。不要只指引方向，須親自帶領(lǐng)客人去往其想到達(dá)的地方。Escort guests until they are comfortable with the directions or make visual contact with their destination. Do not point.7服務(wù)的標(biāo)準(zhǔn)服務(wù)的標(biāo)準(zhǔn) Service Standard10. 10. 尊重客人的隱私，決不打擾客人的一切活動(dòng)，包括向客人索取親筆簽名或照片，尊重客人的隱私，決不打擾客人的一切活動(dòng)，包括向客人索取親筆簽名或照片， 從而營(yíng)造獨(dú)特的個(gè)性化

12、體驗(yàn)。從而營(yíng)造獨(dú)特的個(gè)性化體驗(yàn)。Never interrupt or interfere with guests activities, respect their privacy, and never approach a guest to request an autograph. Always adjust to the guest pace in order to create a unique personal experience.11. 11. 我們的一言一行代表著酒店，我們的形象與酒店息息相關(guān)。我們的一言一行代表著酒店，我們的形象與酒店息息相關(guān)。Our hotel look r

13、epresents hotel. Our appearance and personal image are appropriate and always impeccable.12. 每位酒店都應(yīng)熟知酒店的各項(xiàng)服務(wù)、營(yíng)業(yè)時(shí)間，最新推廣及酒店的歷史與發(fā)展歷程。每位酒店都應(yīng)熟知酒店的各項(xiàng)服務(wù)、營(yíng)業(yè)時(shí)間，最新推廣及酒店的歷史與發(fā)展歷程。Our hotel staff are expected to know the different services of the hotel, operating hours, current promotions, and the “stories” at a

14、ll times.8服務(wù)的標(biāo)準(zhǔn)服務(wù)的標(biāo)準(zhǔn) Service Standard13. 13. 保護(hù)酒店機(jī)密資料，決不向媒體或任何非酒店人員提及酒店內(nèi)部或客人信息。保護(hù)酒店機(jī)密資料，決不向媒體或任何非酒店人員提及酒店內(nèi)部或客人信息。 Always respect confidentiality; never speak to the press or anyone outside the company regarding internal information, and the guests.14. 14. 積極維護(hù)酒店及品牌形象。我們有責(zé)任為酒店及員工創(chuàng)造良好的環(huán)境和聲譽(yù)。積極維護(hù)酒店及品牌形

15、象。我們有責(zé)任為酒店及員工創(chuàng)造良好的環(huán)境和聲譽(yù)。Always be positive inside and outside the workplace about our hotel and our brand. It is our responsibility to create a great environment and reputation for our hotel and each other.15. 15. 任何形式的交流都代表著酒店的品牌形象。須根據(jù)酒店標(biāo)準(zhǔn)，如有需要請(qǐng)咨詢?nèi)魏涡问降慕涣鞫即碇频甑钠放菩蜗蟆ｍ毟鶕?jù)酒店標(biāo)準(zhǔn)，如有需要請(qǐng)咨詢市場(chǎng)傳訊部。市場(chǎng)傳訊部。 All forms of communication represent our hotel image, always follow the hotel standards and consult the Marketing Communication department as required.16.16. 作為服務(wù)業(yè)的專業(yè)人員，我們應(yīng)親切對(duì)待，同時(shí)高度尊重每一位客人。作為服務(wù)業(yè)的專業(yè)人員，我們應(yīng)親切對(duì)待，同時(shí)高度尊重每一位客人。 A As service professionals, we are