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(一一)2一一.客房部的地位和作用客房部的地位和作用(1)客房是酒店存在的基础(2)客房收入是酒店营业收入的主要来源(3)客房服务质量对酒店声誉至关重要(4)客房部是节能降耗的主要部门(5)客房部担负管理酒店固定资产的重任3二二.在客房部推行细微服务的意义在客房部推行细微服务的意义(1)客房是客人的“家外之家”(2)客人在客房居住时间最长，状态最放松(3)提升品牌价值4三三.细微服务的服务宗旨细微服务的服务宗旨 通过将宾客分类，向不同类别宾客提供不同服务方法的办法将对宾客的个性化服务落到实处，从细微处着眼，最大限度地及时发现并满足宾客
2、的潜在需求，提高宾客满意度和酒店美誉度，最终实现保持酒店竞争力和实现酒店经济、社会效益双赢的目标。关键词：分类 个性化 细微5四四.细微服务的服务效能细微服务的服务效能(1)能够及时根据宾客的不同需求提供个性化服务。(2)使宾客深切感受酒店“温馨细微”的服务氛围。(3)提高宾客满意度和酒店美誉度。(4)增加酒店回头客，增加酒店收入。(5)增强酒店竞争力。6五五.细微服务的三个比喻细微服务的三个比喻 细微服务是:(1)引起公众注意的“有魅力的佐料”(2)激发公众情感的“感染力来源”(3)表现品牌良好形象的“传神之笔”7六六.“有魅力的佐料有魅力的佐料”(1)规范服务是主菜，细微服务是佐料(2)体
3、现服务高水平，烘托主产品8七七.“感染力的来源感染力的来源”(1)是关爱的投入(2)以小见大,打动心扉9八八.“传神之笔传神之笔”(1)丰富了服务的内涵、提高产品竞争力(2)提倡创新和精益求精。10九九.细微服务在客房细微服务在客房(1)细微服务是规范服务的一种延伸。(2)规范服务是一种标准化的服务模式，而细微服务更多的是以人为本的服务艺术。11十十.细微服务之细微服务之“三想三想”(1)想客人之所想(2)想客人之未想(3)想客人之专想12十一十一.想客人之所想想客人之所想(1)提示：客人想到的（需求）但还没提出 (2)服务特点:规范、主动(3)宾客感受:细腻、周到13(1)(1)初次入住客人
4、的服务初次入住客人的服务初次入住酒店的宾客的特点：A.对酒店的了解有限B.对酒店的服务和设施有着新鲜感和体验热情C.数量最多的也是最不稳定141.客人入住服务要点 a.预订入住的宾客，提前了解客人基本信息，安排客房 b.直接入住的新宾客，由前台登记人员快速将客人基本信息传送给客房部。152.入住当天服务要点 a.由前厅人员提供带房服务，客房部及时送进香巾茶水。b.了解并及时处理客人有关需求 c.将涉及其他岗位或部门的服务需求及时传递，便于提供个性化服务。163.客人入住期间服务要点 a.积极创造各种细微服务，加深和提高客人对酒店的良好印象。b.尽力帮助客人，因为帮助客人是取得客人信任的基础。1
5、74.客人离店服务要点 a.了解退房时间，楼层送别，协助收拾和提拿行李。b.征询意见，欢迎客人下次光临。c.及时传递信息，以便及时做好结帐及送行事宜。d.将个性化信息记录存档。18 慎重服务，以不打扰及方便客人为原则。所有服务不触犯相关法规或宾我双方利益。积极对待宾客意见及建议。19“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！20 Chinese except friendships to be more lasting.Different foundations for friendships.Westerns expect friends to be in
6、dependent.Chinese usually expect more from their friends.21Chinese except friendships to be more lasting.For Chinese a true friendship endures throughout life changes.Chinese are friends even if they havent spoken for 20 years.If you shared something at one time,then all your life you are friends.Th
7、is 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 people feel close and tell each other personal problems may not survive life changes su
8、ch 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.22Different foundations for friendships.Chinese friends share“things in common”:a task,a class,the hometown.Friendships are formed by people who work
9、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.The friendships are usually tied to specific activities.A person may have work friend
10、s 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.23Westerns expect friends to be independent.Why?Its because their friendship is mostly a matter of providing emotional support and spending time togethe
11、r,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 idea is to help the friend to think out the problem and discover the solution he or
12、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 and might help each other out financially over a long time.24Chinese usually expect mo
13、re 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 everything to respond to a non-urgent need such as shopping.Nor would you expect a friend to
14、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.25 Good friends are like stars.You dont always see them,but you know they are always there.
