凯宾斯基服务培训优质PPT.ppt
《凯宾斯基服务培训优质PPT.ppt》由会员分享,可在线阅读,更多相关《凯宾斯基服务培训优质PPT.ppt(52页珍藏版)》请在冰豆网上搜索。
ServiceTraining服务培训服务培训ServiceStandardsKempinskiHotelsFineEuropeanTraditions来自欧洲的最好的传统Kempinski,theoldesthotelchainintheworld,wasfoundedinGermanyoveronehundredyearsago.Sincethen,KempinskiHotelshavereflectedthefinesttraditionsofauthenticEuropeanhospitality.Representedallovertheworld,KempinskiHotelssymbolizethehigheststandardswherevertheyarefound.凯宾斯基集团是一家拥有100多年历史的,世界最古老的饭店集团,代表着来自欧洲的最好的酒店传统。
@#@直到现在,世界各地的凯宾斯基饭店还代表着酒店业的最高标准。
@#@ServiceStandardsKempinskiHotelsKempinskihotelsarelocatedintheworldsfinestcitiesandresorts.Thecollectionincludeshotelsinthegrandmanner,pace-settingmodernestablishmentsandolderhotelsofindividualcharm.Regardlessofthediversty,allthesehotelsnaturallyblendintotheirsurroundingsandoffertheluxuriousaccommodaton,superbcuisineandimpeccableservicethataresynonymouswiththeworldKempinski.凯宾斯基管理公司在世界众多著名城市和旅游胜地都拥有不同风格的豪华凯宾斯基管理公司在世界众多著名城市和旅游胜地都拥有不同风格的豪华饭店。
@#@优美的环境,豪华的客房,美味的菜肴,无可媲美的设施,无可挑剔饭店。
@#@优美的环境,豪华的客房,美味的菜肴,无可媲美的设施,无可挑剔的服务是世界各地凯宾斯基饭店对客人最好的承诺。
@#@的服务是世界各地凯宾斯基饭店对客人最好的承诺。
@#@Argentina,Bulgaria,China,Germany,GreatBritain,Greece,Hungary,India,Italy,Jordan,Kuwait,Malta,RussianFederation,RepublicduMali,Spain,Switzerland,Turkey,UnitedArabEmiratesandUruguay.阿根廷,保加利亚,中国,德国,英国,希腊,匈牙利,印度,意大利,约旦,科威特,马耳他,阿根廷,保加利亚,中国,德国,英国,希腊,匈牙利,印度,意大利,约旦,科威特,马耳他,俄国,马里,西班牙,瑞士,土耳其,阿拉伯和乌拉圭俄国,马里,西班牙,瑞士,土耳其,阿拉伯和乌拉圭ServiceStandardsKempinskiHotelsStandardsandProcedures标准和程序ServiceStandardsKempinskiHotelsStandardsBreakfast早餐标准早餐标准nWastheguestgreetedoracknowledimmediatelyuponenteringtheRestaurant当客人进入餐厅时,是否问候客人nWastheguestgreetedinafriendlyandpleasantmanner是否友好礼貌地问候客人nDidhostaskifsmokingornonsmokingwaspreferred是否礼貌地问客人是要吸烟区还是非吸烟区nDidthehostseattheguestatafullylaidtable咨客是否将客人领到布置好的餐桌nDidthehost/waiterremovecoversifnecessary咨客/服务员是否撤走多余的餐具nDidhostofferorentationtobreakfastprocedure咨客是否向客人介绍我们的自助餐ServiceStandardsKempinskiHotelsnDidthewaiteroffercoffeeorteawithin11minuteminuteofseating服务员是否在客人入座后11分钟分钟分钟分钟以内询问客人是否需要咖啡或茶nWascoffeeservedwithin11minuteminuteandteawithin33minutesminutes咖啡是否在咖啡是否在11分钟分钟以内呈上,而茶以内呈上,而茶在在33分钟分钟以内以内nWerecoffee/teaservedininidividualpots是否用单独的器皿装咖啡或茶nWerefruitjuicesofferedwithinoneminuteoneminuteofseating是否在客人入座11分钟分钟分钟分钟以内提供果汁nDidwaiterreturntotaketheorderwithin5minutes5minutesofseating服务员是否在客人入座55分钟分钟分钟分钟以内点单nWerecookeditemspreparedalacarteandservedpromptly当客人点单后,菜品是否能及时送到nWastheguestadvisediftheplatewashot是否提醒客人盘子很烫nWastheordercorrectandcomplete点单是否正确,完整nDidemployeereplacecutleryasrequired服务员是否按要求及时更换餐具nWascoffee/tearepienishedwithin2minutes2minutesofcupbeingempty当咖啡或茶饮完时,是否在22分钟分钟分钟分钟以内续杯ServiceStandardsKempinskiHotelsnDidanemployeevisitthetabletoascertainatanypointifservicewassatisfactory是否有员工主动询问客人是否满意我们的服务nDidwaiterreplaceashtrayasrequired服务员是否按要求更换烟灰缸nUponleavingtherestaurantwastheguestthanked当客人离开酒店时,服务员是否向客人致谢nWasthebillpresentedinacleanbillfolderwithhotelhotelpenpen帐单是否和干净的帐单夹以及酒酒酒酒店专用笔店专用笔店专用笔店专用笔一起呈上nWasthebillclearlyitemizedandcorrect帐单是否清楚准确nDidwaitercollectpaymentpromptly服务员是否迅速结帐nDidthewaiterreturncorrectchange服务员是否准确找零nIfcashpayment,wasreceiptautomaticallyoffered若客人用现金结帐,是否主动为客人提供发票BillPresentation呈递帐单呈递帐单ServiceStandardsKempinskiHotelsTheemployee员工员工nWereallemployeeswearingclean,pressedandcompleteuniformsappropriatetotheenvironment所有员工是否着装整洁并符合酒店要求nWereallemployeeswellgroomed,freshandcleaninappearance是否所有的员工仪容仪表符合规范并精神抖擞nDidallemployeesinuniformwearnamebadges是否所有的员工都佩戴名牌nDidallemployeesgreetandassistguests是否所有的员工都主动问候客人并为客人提供帮助nWereallemployeesalertanddidtheypayattentiontodetail是否所有的员工保持高度警惕并注重细节nWereallemployeesefficientandprofessionalindemeanour是否所有的员工工作高效,专业ServiceStandardsKempinskiHotelsProductBuffet布菲布菲nWasthebuffetattractiveinpresentation布菲台是否摆台美观nWeredecorationsandshowpiecespresent是否有装饰品和台卡nnWasthereadesingnatedWasthereadesingnatedemployeetothebuffetemployeetothebuffet(refillin,cleaning)(refillin,cleaning)是否有指定员工负责布菲台的是否有指定员工负责布菲台的菜品添加及清洁情况菜品添加及清洁情况nWerecooling/refrigertiondevicesusedwereapplicable冰箱或其他制冷设备是否正常工作nWereanyunidentifiablefoodorbeverageitemsclearlylabelled不易辨认的菜品或饮料是否都有清晰的标识nWerelabelsclean台卡是否干净ServiceStandardsKempinskiHotelsnWerealldishesatleast1/3full是否所有的菜品都达到1/3满nWerewarmedplatesavailable是否准备热盘nWeretheappropriateserviceutensilscleanandavailable餐盘是否干净并充足nWaschefpresentbehindthebuffet是否有厨师在布菲台服务nWasthechefwellinformedofbuffetitems厨师是否对所有菜品了如指掌nDidchefinformguestifplatewashot如果餐盘很烫,厨师是否告知客人nWasthechefneatlypresentedinacleanandcompleteuniform厨师是否穿戴整洁,符合要求nWasfoodservedatthecorrecttemperature食物温度是否合适nWereprotionsofacceptablesize菜品是否分量适中nWasthefoodcookedasrequested食物是否按客人要求烹饪Se