饭店要提高员工个性化服务能力，应怎样做好na方面的工作
推荐回答（1个）
世界著名酒店经理人科迪斯·塞缪尔斯曾说过：“酒店本身就是商品；任何酒店实质上都没有什么特别之处。除极少数与众不同的酒店外，消费者最看重的只有价格，他们对这家或那家酒店并无特殊偏好。因此，要在酒店行业的竞争中取胜就必须勇于提高自身的服务水平。”“提供个性化服务”的非价格竞争策略必将成为中国酒店业竞争的新焦点。客户关系管理代表着优质的客户关系，稳定、持续的经营业绩；如何通过客户关系管理，开发和提供个性化服务，给客人以惊喜，让客人感到“宾至如归”，使客人“留连忘返”是酒店成功的基本保证。通过本课程您将学习到：★深刻认识什么是饭店个性化服务★有效做好各类客户群体个性化服务设计★提高员工优质服务意识，做好个性化服务★学习新的服务管理理念，渗透个性化服务★做好个性化服务制度化设计，健全完善顾客档案★培养员工良好的个性服务习惯，增加顾客满意度谁应该学习本课程：中高层及相关管理者时间：1天培训师：易钟课程纲要：一、为何要做好个性服务1、聚集顾客宣言2、聚集酒店服务问题二、如何深刻理解个性化服务（一）硬件个性化服务1、不同特色的主题餐厅和酒店2、设备设施配置个性思考：贵饭店在那些服务设施和配置上能体现并让客人感觉出个性化？（二）软件个性化服务1、群体个性化服务（1）有针对性的设计群体个性化服务A、根据年龄设计B、根据职业设计C、根据宴会设计（2）做好服务过程中的个性化服务A、提供超前意识服务B、提供超值服务C、提供超质服务（3）做好服务过程后的个性化服务2、单体个性化服务三、做好个性化服务，员工所应具备的条件1、会用心预测需求和观察客人吗（1）提供个性化服务的员工预测顾客的需求和期望（2）在观察中做好个性化服务2、会站在顾客的角度思考吗（1）我们的员工是否都能为饭店出谋划策？（2）是否都能思考如何把自己的工作做的更好？（3）面对问题是否又能自我思考解决？（4）是否又能思考究竟如何了解顾客的个性需求？3、关注帮助客人的程度如何（1）能发现客人的不同需求吗？（2）能针对不同客人提供个性化服务吗？（3）来店的顾客能感觉受到特别优待吗?四、做好个性化服务的管理关键点（一）将个性化服务制度化1、做好个性化服务方式设计2、做好个性化服务语言设计3、做好个性化服务理念设计（二）健全完善客史档案1、顾客档案资料都有那些来源2、顾客档案包括那些类型及内容3、完善客史档案的相关注意点（三）塑造员工良好的个性服务习惯自检:1、以上要点我们都做到了吗？2、若有需要提升的地方，我们需要改进的地方在那里？
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