1、1 酒店客房精细化管理与细微服务酒店客房精细化管理与细微服务(三三)2对外国客人的服务对外国客人的服务了解客人国籍，调节相应电视频道(1)尊重客人的习惯，不生搬硬套(2)派入外文报纸杂志(3)安排合适员工提供服务3对团队客人的服务对团队客人的服务(1)提前等候客人(2)为客人介绍服务设施(3)重点介绍房间电话4 对会议客人的服务对会议客人的服务(1)为客人准备同来房号及房间电话使用方法(2)注意清扫时间(3)退房时的准备5对女性客人的服务对女性客人的服务(1)准备专门的房间（女性客房）(2)进行适当的装饰，营造温馨氛围(3)注重安全6想客人之未想想客人之未想提示：客人需要的但尚未想到的(1)主
2、要特点:发现潜在需求(2)宾客感受:体贴、惬意7关注客人的潜在需求关注客人的潜在需求特殊时刻的客人(1)例如：有访客、结婚、生日、生病、醉酒时客人的潜在需求 特殊身份的客人(2)例如：记者、演员、残疾人的潜在需求8对知名客人的服务对知名客人的服务知名客人的特点：(1)身份特殊，需要享受尊贵感受。(2)注重隐私保护，需要提供私密空间。(3)服务诉求高。9对知名客人的服务对知名客人的服务(1)入住之前服务要点 A.接到信息，充分准备，提供最佳房态房间。B.根据名人类别布置房间物品 影视明星 文化名人10对知名客人的服务对知名客人的服务(1)准备各种高规格接待物资。(2)安排熟练员工及提前专项培训。
3、(3)掌握客人的行程安排，适时提供服务。(4)必要时安排24小时专人服务。11对知名客人的服务对知名客人的服务入住之时(1)由客房部经理和专职服务人员在通道迎候客人，准备级别较高的迎宾茶服务，由于名人所带随行人员较多，香巾茶水的数量准备要充分。(2)当客人进房后，服务人员要准确称呼名人的姓氏和职务，并送上独具地方特色的迎宾茶。12著名女演员入住客房时如何接待？著名女演员入住客房时如何接待？(1)适当增加衣架数量；(2)卫生间云台上准备一个小盘子放置客人的化妆品；(3)准备棉签棉球蒸馏水；(4)准备一个熨衣板和熨斗；(5)提供电话人工转接服务；(6)准备几个花瓶；(7)楼层设置保安岗13对新婚客
4、人的服务对新婚客人的服务新婚客人的特点：(1)追求房间布置(2)心情愉悦，期待热闹气氛(3)讲究好意头14入住之前服务要点(1)得到信息：接到新婚房的通知或发现度蜜月的客人，服务中心立即通知新婚房所在班组及综合组的督导。(2)具体布置：为烘托气氛进行喜庆布置。将床上用品换成新婚房专用的系列用品，在房间各处如房门、灯罩、镜面等处张贴“喜”字，用彩色饰带点缀天花板，应客人要求将壁画换为结婚照或将镜子用红纸封起来。15准备物品：(1)将白色餐巾换成红色餐巾的(2)准备绣有“喜”字的红棉拖鞋(3)用巾类折叠鸳鸯，祝福客人相亲相爱(4)备足折椅、开水、茶叶、杯具、托盘、烟缸等，以备访客来临根 据习俗赠送
5、好兆头花果：插花红掌或百合（取“百年好合”之意）果盘柑橘及利是糖（取“大吉大利”之意）红包大枣、花生、桂圆、莲子（取“早生贵子”之意）16尊重风俗-中式的婚礼一般根据当地不同的习俗而有较严格的讲究。服务人员不但要对这些讲究有充分的了解还要通过服务认真配合，符合民间好“兆头”的风俗。捕捉准确-在积累了一定丰富服务经验的基础上，员工们有足够的服务灵感，才能准确发现入住的客人是蜜月新人或是恰逢结婚纪念，而不会为发现服务机会而出现失误造成笑话，画蛇添足。17“教育是为美好生活作准备！教育是为美好生活作准备！”斯宾塞斯宾塞Thanks！18 Chinese except friendships to b
6、e more lasting.Different foundations for friendships.Westerns expect friends to be independent.Chinese usually expect more from their friends.19Chinese except friendships to be more lasting.For Chinese a true friendship endures throughout life changes.Chinese are friends even if they havent spoken f
7、or 20 years.If you shared something at one time,then all your life you are friends.This is the best of guanxi(关系关系),the Wide Web that connects Chinese through time and space.So,we can say Chinese invented the Internet long before Bill Gates was born.In North America,even the relationship in which pe
8、ople feel close and tell each other personal problems may not survive life changes such as moving to another city,graduation from a university or marriage.If the people do not see each other regularly,the relationship is likely to die.20Different foundations for friendships.Chinese friends share“thi
9、ngs in common”:a task,a class,the hometown.Friendships are formed by people who work or go to school together.You may or may not like the person,but if he or she can do something for you because of his position or job,you can be friends.But in North America,business and friendship are kept separate.
10、The friendships are usually tied to specific activities.A person may have work friends and leisure(休闲时休闲时)activity friends.Also friends tend to have similar financial circumstances,because friendship in the West is based on equality.21Westerns expect friends to be independent.Why?Its because their f
11、riendship is mostly a matter of providing emotional support and spending time together,so they do not feel comfortable in a relationship in which one person is giving more and the other is dependent on what is giving.A westerner will respond to a friends trouble by asking“What do you want to do?”The
12、 idea is to help the friend to think out the problem and discover the solution he or she really wants and then to support the solution.Chinese friends give each other more concrete help.A Chinese will use personal connections to help a friend get something hard to obtain.They give each other money a
13、nd might help each other out financially over a long time.22Chinese usually expect more from their friends.In the West,you can certainly ask a friend to do something with you,but you recognize that your friend may say no,if he or she gives you as reason.You would not expect a friend to drop everythi
14、ng to respond to a non-urgent need such as shopping.Nor would you expect a friend to recognize and respond to your wishes without stating them.A friend in China is someone who offers help without waiting to be asked.There are few limits to what you can expect from a friend.You can feel free to tell your friend what he or she can or should do or help or please you.23 Good friends are like stars.You dont always see them,but you know they are always there.
