Touch your heart (English version)
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Transcript of Touch your heart (English version)
Touching Your Heart-Creating the value of touching
Lecture: Warren Chen
Contents
Why- shall we create value of touching
When & Who- 'chain of value'
How- deliver the value of touching
Conclusion- PASSIONS
Why -Why shall we creat value– Demand and expectation of guests– Character of Hospitality– Sense of achievement of staff– Sustainibility 0
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不滿 滿足 感動
客人期望
飯店服務
Reference : Holloway, C. (2002). The business of Tourism, 6th ed. Essex: Pearson education limited
IntangibilitIntangibilityy
PerishabilityPerishability
HeterogeneouHeterogeneouss
SeasonalitySeasonality
Who & When–Chain of value• Four major phases of guest
Pre-booking
Pre-check-in
Check-out
Staying
Reference : Kasavana, M.L., & Brooks, R.M. (2005). Managing Front Office Operations (7th ed). Lansing, MI: AH&LA. Wu, J. (2009) Presentation in orientation program.
Sales & Marketing
PR
Reservation
Bell service
Front desk
Housekeeping
F&B
Activities Center
Bell Service
Front desk
Bell Service
Great feedbackRegular guest
How-Delivering the touching• Fundemental – Know your 'product'• Make sure – S.O.F.T.E.N.
– S: Smile O: Open without judgement
– F: Forward-lean T: body contacT with manner
– E: Eye-contact N: Nod
• Log – guest portfolio across departments
Reference : Lévy-Bonvin J., (2001) Speaking in Public, p37.Swiss: Zurich.
Conclusion- P.A.S.S.I.O.N.S.
• P: Persisting
• A: Active
• S: Smiling
• S: Sharing
• I: In-record
• O: Open-minded
• N: Never say NO
• S: Start from now
Conclusion
Why shall we create value?
When & Who- 'chain of value'
How to deliver the value of touching
Conclusion- PASSIONS
Feedback Time
• Thanks for your patience!