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Jingdong book

新编世界5星级酒店星级服务培训标准

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Jingdong book

新编世界5星级酒店星级服务培训标准

Name: 新编世界5星级酒店星级服务培训标准
Brand: Jingdong book
SKU: 3114011481
Price: 27.15 USD
Availability: OutOfStock

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Content Description

《新编世界5星级酒店星级服务培训标准》主要介绍了星级酒店服务概述，星级酒店员工基本素质培训，星级酒店员工形象、仪容培训，星级洒店礼仪礼节培训，星级酒店员工基本知识培训，前厅部星级服务培训，客房部星级服务培训，餐饮部星级服务培训，公关部销售部星级服务培训，商场部星级服务培训，后勤安保部星级服务培训等内容。

Catalogue

上编星级酒店员工基本素质培训
第一章星级酒店服务概述
第一节酒店服务的含义和特点
一、什么是酒店服务
二、什么是酒店服务
第二节酒店员工优质服务意识
一、优质服务的含义
二、优质服务的功能和表现形式
三、优质服务的服务理念
第二章星级酒店员工基本素质培训
第一节酒店员工素质培训概述
一、员工素质培训的重要性
二、员工素质培训的内容与方法
三、员工素质培训的形式与程序
第二节要树立正确的服务观念
一、树立一切从宾客出发的观念
二、宾客至上、一视同仁的服务意识
三、与时俱进的服务观念
四、培养良好的服务意识与优质服务的要求
第三节酒店员工心理素质培训
一、员工心理的实质与心理现象
二、员工需求心理分析与管理
三、员工激励心理分析与管理
四、宾客对前厅服务的心理需求
五、宾客对客房服务的心理需求
六、宾客对餐厅服务的心理需求
七、良好的性格
八、积极的情感
九、坚强的意志
十、出色的能力
第三章星级酒店员工形象、仪容培训
第一节酒店员工服饰修饰的要求
一、服饰的要求及搭配
二、修饰的端庄及要求
第二节酒店员工仪容的要求
一、面颊
二、头发
三、牙齿
四、皮肤
五、眉毛
六、眼睛
七、鼻子
八、嘴唇
九、手
第三节酒店员工的仪态要求
一、站姿与坐姿
二、行姿与手势
三、目光与微笑
第四章星级酒店礼仪礼节培训
第一节酒店礼貌基本知识
……
下编星级酒店各部门培训标准

Book Abstract

《新编世界5星级酒店星级服务培训标准》：
一、什么是酒店服务
酒店服务的使用价值，是它能满足宾客在物质方面或者精神方面的需要。它不是表现为物，而是表现为活动，具有与其他物质产品不同的特点。
1.同一性
一般物质产品的交换和消费是相互独立的，从生产到消费，必须通过中间环节，即流通领域，且交换先于消费；而酒店服务这一产品则不同，它的生产和消费是同步进行的，在时间和空间上是统一的，即在生产者（酒店工作人员）与消费者（宾客）之间是直接、面对面进行的。当面生产，当面消费。也就是说，服务的好坏，要受到客人的直接检验，并对酒店产生直接的影响。同时，消费者在购买前不能看、听、嗅、尝或感觉到饭店服务。这种产品的不可预先触知性、购买时无法试验产品质量的不可选择性，以及购买后如有质量问题的无法退换性，使得消费者对酒店服务质量的选择实际上就是对酒店信誉的选择。选择的根据一般有三种：一是经验和判断；二是亲朋好友的间接经验和介绍；三是报刊、广播、电视等媒体宣传。
2.固定性和共享性
酒店服务是不可转移的，不像其他物质产品，可以买回家使用。酒店服务的使用价值，只有在酒店才能实现。因此，宾客只有人住酒店，才能消费酒店服务。这就使得酒店服务具有固定性和共享性的特点，如酒店的床位是固定的，但它可以接待一批又一批的客人，并创造较高的收益。
3.不可重复性
酒店服务的使用价值，对于宾客来说是暂时的，宾客人住酒店时开始享用，即实现服务的使用价值；当宾客离开饭店，服务随即终止，酒店服务的使用价值不复存在。酒店服务的一次性，决定了服务会随着时间、地点及服务人员心情的变化而不同，即使是同一名服务员提供的服务，其质量也会有所不同，因此，宾客在一生中不可能有机会消费完全相同的服务。这就要求我们重视每一次服务，做好每一次服务。
4.综合性
酒店服务是从物质和精神方面满足宾客的多种需求。这种使用价值的综合性体现在酒店服务不仅能够提供基本的生活需要，还能提供更高层次的精神享受的需要。因此，各个环节的服务构成整个酒店的服务价值。同时，酒店要接待来自不同地区、不同民族及不同国家的宾客，各种不同性别、不同年龄、不同职业、不同文化程度和不同宗教信仰的宾客，不仅有着不同的爱好、兴趣和习惯，而且有着不同的服务需求。尽管他们在基本生活需要方面有着相同之处，但在很多方面又各不相同，如商务客人不同于度假客人，对于商务客人而言，他们要求酒店提供更好的会议服务、秘书服务、方便快捷的通信服务等。可见，酒店服务的综合性一方面要求有关部门互相配合，加强合作；另一方面要求服务人员善于观察和了解客人的需求，提供有针对性的服务，即个性化服务或超常规服务。
……

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