模塊三

禮賓服務(wù)Module3ConciergeService任務(wù)一了解郵輪貴賓服務(wù)Task1KnowingCruiseVIPServices目錄CONTENTS項(xiàng)目二貴賓服務(wù)Project2VIPService實(shí)訓(xùn)目的LearningObjectives通過教師對(duì)郵輪貴賓服務(wù)的基本內(nèi)容和服務(wù)流程及要求的講解，學(xué)生對(duì)郵輪貴賓服務(wù)接待流程的學(xué)習(xí)和模擬訓(xùn)練，使學(xué)生了解和掌握貴賓服務(wù)的接待流程與服務(wù)要求，達(dá)到熟知服務(wù)流程與服務(wù)規(guī)范的訓(xùn)練要求。Throughtheteachers'explanationofthebasicknowledgeandrequirementsofVIPservicesoncruiseandthelearningandtrainingofstudents'operationskillsofcruiseVIPservices,studentscanunderstandandmasterthereceptionprocedures,standardsofcruiseVIPservices,andachievethetrainingrequirementsofbeingfamiliarwiththeserviceproceduresandstandards.項(xiàng)目二

貴賓服務(wù)Project2VIPService1任務(wù)2-1了解郵輪貴賓服務(wù)Task2-1KnowingCruiseVIPServices■一、什么是貴賓服務(wù)■1.WhatisVIPservice?■二、貴賓服務(wù)流程■2.TheprocedureofVIPservice（一）貴賓服務(wù)概念國(guó)際郵輪的貴賓服務(wù)是一種升級(jí)后的服務(wù)體驗(yàn)，旨在為旅客提供更加尊貴、舒適和便利的旅行服務(wù)。國(guó)際郵輪貴賓服務(wù)通常包括專屬的貴賓套房、私人管家服務(wù)、優(yōu)先登船和離船、專屬的餐飲和娛樂設(shè)施等。貴賓套房通常擁有更大的空間、更豪華的裝修和更舒適的設(shè)施，為旅客提供高品質(zhì)的住宿體驗(yàn)。私人管家服務(wù)則可以為旅客提供個(gè)性化的服務(wù)，如安排行程、預(yù)訂餐廳、購(gòu)買紀(jì)念品等。優(yōu)先登船和離船則可以讓旅客避免排隊(duì)等待，節(jié)省時(shí)間。專屬的餐飲和娛樂設(shè)施則可以讓旅客在船上享受到更加豐富多彩的體驗(yàn)。一、什么是貴賓服務(wù)任務(wù)2-1了解郵輪貴賓服務(wù)1.TheconceptofVIPservice

InternationalCruise'sVIPserviceisanupgradedserviceexperiencedesignedtoprovidepassengerswithmoredistinguished,comfortableandconvenienttravelservices.InternationalcruiseVIPservicestypicallyincludeexclusiveVIPsuites,privatebutlerservices,priorityboardinganddisembarkation,exclusivediningandentertainmentfacilities,andmore.VIPsuitesusuallyhavemorespace,moreluxuriousdecorationsandmorecomfortableamenitiestoprovidetravelerswithahigh-qualitystayexperience.Personalbutlerservicescanprovidepersonalizedservicesfortravelers,suchasarrangingtrips,makingrestaurantreservations,andpurchasingsouvenirs.Priorityboardinganddisembarkingallowspassengerstoavoidqueuesandsavetime.Exclusivediningandentertainmentfacilitiesallowgueststoenjoyamorecolorfulexperienceonboard。1.WhatisVIPservice?Task2-1KnowingCruiseVIPServices

貴賓服務(wù)是郵輪禮賓服務(wù)的一部分，作為一名合格的禮賓員，在除了具備扎實(shí)的禮賓服務(wù)理論知識(shí)外，還要了解貴賓服務(wù)的內(nèi)容和要求，以更加細(xì)致、貼心的服務(wù)去打動(dòng)客人，使其獲得極致的郵輪旅行體驗(yàn)。

VIPserviceisapartofthecruiseconciergeservice.Asaqualifiedconcierge,inadditiontohavingasolidtheoreticalknowledgeofconciergeservice,heshouldalsounderstandthecontentandrequirementsofVIPservice,soastoimpressguestswithmoredetailedandintimateservice,sothattheycanobtaintheultimatecruisetravelexperience.一、什么是貴賓服務(wù)1.WhatisVIPservice?任務(wù)2-1了解郵輪貴賓服務(wù)貴賓服務(wù)流程包括：接待前的準(zhǔn)備工作、登船服務(wù)、航行期間服務(wù)、離船服務(wù)四部分。Theprocessincludesfourparts:preparationbeforereception,boardingservice,serviceduringvoyage,anddisembarkationservice.二、貴賓服務(wù)流程2.TheprocedureofVIPservice

任務(wù)2-1了解郵輪貴賓服務(wù)（一）接待前的準(zhǔn)備工作：1.了解VIP客人的相關(guān)信息，包括：姓名、國(guó)籍、身份、年齡、性別、風(fēng)俗習(xí)慣、宗教信仰、健康狀況、生活特點(diǎn)、接待標(biāo)準(zhǔn)、日程安排等，充分學(xué)習(xí)和熟悉各項(xiàng)接待服務(wù)程序和細(xì)節(jié)。2.與各部門提前溝通，根據(jù)客人的情況和客房部落實(shí)VIP客人所住的房間及布置、和餐飲部安排好VIP客人在船期間的用餐，確保任務(wù)順利完成。二、貴賓服務(wù)流程任務(wù)2-1了解郵輪貴賓服務(wù)Preparationbeforereception:1.UnderstandtherelevantinformationofVIPguests,including:name,nationality,identity,age,gender,customs,religiousbeliefs,healthstatus,lifecharacteristics,receptionstandards,schedule,etc.,andfullylearnandgetfamiliarwithvariousreceptionserviceproceduresanddetails.2.CommunicatewithVIPattendantsofalldepartmentsinadvance,arrangetheroomsandlayoutforVIPguestswiththehousekeepingdepartment,andarrangethemealsofVIPguestsduringtheshipwiththefoodandBeverageDepartmenttoensurethesmoothcompletionoftasks.2.TheprocedureofVIPservice

Task2-1KnowingCruiseVIPServices（二）登船服務(wù)在郵輪登船口等候迎接客人并自我介紹。安排客人優(yōu)先辦理登船手續(xù)。將客人送至客房。在此過程中，為客人介紹服務(wù)設(shè)施、服務(wù)項(xiàng)目和行程。二、貴賓服務(wù)流程任務(wù)2-1了解郵輪貴賓服務(wù)Boardingservice1.Waitattheboardinggatetogreetguestsandintroduceyourselfthemomentyoumeetthem.2.Arrangeprioritycheck-inforguests.3.Escortgueststotheirrooms.Inthisprocess,introducetheservicefacilities,serviceitemsanditineraryfortheguests.2.TheprocedureofVIPservice

Task2-1KnowingCruiseVIPServices（三）航行期間服務(wù)1. 與客人溝通日程安排，幫助客人做好餐廳或者活動(dòng)預(yù)定，并根據(jù)日程安排表提前出現(xiàn)在客人的客艙門口。2. 當(dāng)客人外出用餐或參與活動(dòng)時(shí)，應(yīng)陪同客人前往，并在距離客人左前方約1米的位置為客人引路。當(dāng)遇到轉(zhuǎn)彎處或坡坎時(shí)，需回頭向客人示意并提醒他們注意腳下。當(dāng)乘坐電梯時(shí)，應(yīng)先用一只手按住電梯門的感應(yīng)槽，請(qǐng)客人先進(jìn)入電梯，然后在電梯內(nèi)靠近控制臺(tái)站立，方便進(jìn)行電梯操作。當(dāng)離開電梯時(shí)，請(qǐng)客人先行，然后迅速跟上，繼續(xù)在前方為客人引路。任務(wù)2-1了解郵輪貴賓服務(wù)二、貴賓服務(wù)流程ServiceDuringVoyage1.Communicatewithguestsonschedule,helpthemmakerestaurantoractivityreservations,andappearatthedoorofguests'cabininadvanceaccordingtotheschedule.2.Whenguestsgoouttoeatorparticipateinactivities,accompanytheguestsandguidetheguestsabout1meterfromtheleftfrontoftheguests.Whenencounteringabendorramp,turnbacktosignaltoguestsandremindthemtowatchtheirsteps.Whentakingtheelevator,youshouldfirstpressandholdtheinductionslotoftheelevatordoorwithonehand,entertheelevatorfirst,andthenstandneartheconsoleintheelevatortofacilitatetheelevatoroperation.Whenexitingtheelevator,asktheguesttogofirst,thenquicklyfollowandcontinuetoleadtheguestinfront.Task2-1KnowingCruiseVIPServices2.TheprocedureofVIPservice

任務(wù)2-1了解郵輪貴賓服務(wù)二、貴賓服務(wù)流程3. 在客人用餐或觀看表演時(shí)，應(yīng)在客人的座位旁守候，留意客人的需求，并與服務(wù)員保持溝通，確?？腿说男枨蟮玫綕M足。4. 用餐結(jié)束后，應(yīng)將客人送回房間，途中可以詢問客人對(duì)用餐的感受，以便提供更優(yōu)質(zhì)的服務(wù)。5. 在客人上岸游覽之前，應(yīng)提前與導(dǎo)游聯(lián)系，確認(rèn)客人的車船號(hào)。當(dāng)?shù)亟尤藛T上船后，再通知客人下船，并陪同客人至車（船）上。在此期間，應(yīng)祝?？腿擞斡[愉快，待車（船）離開后再返回。6. 在客人返回船上之前，應(yīng)提前到達(dá)客人下車（船）的地點(diǎn)等候。7. 在服務(wù)過程中應(yīng)隨時(shí)觀察客人的需求和情緒，確保提供周到細(xì)致的服務(wù)。Task2-1KnowingCruiseVIPServices2.TheprocedureofVIPservice

3.Whenguestsareeatingorwatchingperformances,waitbytheseatsofguests,payattentiontotheneedsofguests,andmaintaincommunicationwithattendantstoensurethattheneedsofguestsaremet.4.Afterthemeal,theguestshouldbesentbacktotheroom.Ontheway,youcanasktheguestaboutthemealinordertoprovidebetterservice.5.Beforetheguestsgoashore,contacttheguideinadvancetoconfirmtheguests'vehiclenumber.Thelocalreceptionstaffwillpickuptheguests,theninformthegueststodisembark,andaccompanythegueststothecar(boat).Duringthisperiod,youshouldwishtheguestsapleasantvisitandreturnafterthecar(ship)leaves.6.Beforereturningtotheship,guestsshouldarriveatthedisembarkationpoint(ship)inadvanceandwait.7.Full-timeVIPreceptionshouldobservetheneedsandemotionsofguestsatanytimeduringtheserviceprocesstoensurethoughtfulandmeticulousservice.任務(wù)2-1了解郵輪貴賓服務(wù)二、貴賓服務(wù)流程（四）離船服務(wù)1. 將從財(cái)務(wù)部收款人員處整理完畢的消費(fèi)賬單帶到客人的房間，與客人進(jìn)行逐項(xiàng)核對(duì)。在確認(rèn)賬單無誤后，安排客人優(yōu)先到前臺(tái)完成付款。2. 引領(lǐng)客人從VIP專用通道下船并將客人送至岸上，并致以誠(chéng)摯的告別。Task2-1KnowingCruiseVIPServices2.TheprocedureofVIPservice

DisembarkationService1.Takethefinishedconsumptionbillsfromthecollectionstaffofthefinancedepartmenttotheguest'sroomandcheckthemitembyitemwiththeguest.Afterconfi