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所在平台: Udemy |
课程主页: https://www.udemy.com/course/hotel-reception-reservation-assistant-skills/
课程评论：没有评论
**课程名称：** 酒店前台及预订助理技能 (Hotel Reception & Reservation Assistant Skills) **课程概要：** 本课程专为酒店行业从业人员和前台接待人员设计，内容实用。学完本课程后，学员将掌握以下关键技能： * **客户沟通技巧：** 如何与不同类型的客户进行有效对话。 * **邮件礼仪：** 掌握专业的邮件沟通规范。 * **电话礼仪：** 学习电话沟通的注意事项和技巧。 * **建立客户关系：** 如何与客户建立良好的联系和融洽的关系。 * **销售技能：** 作为酒店前台接待助理，掌握销售的步骤和方法。 * **交叉销售与向上销售：** 学习如何通过提供附加服务或升级来增加收入。 **核心要点：** 在酒店前台及预订助理的岗位上，您需要与各类客户进行沟通。与朋友或同事相比，与客户沟通的规范有所不同。有效地吸引客户取决于您能否展现出吸引力并传达积极的态度。提升沟通能力需要您关注自己的声音、语言、肢体语言和语调。 **您的声音是沟通的主要工具。** 与客户交谈时，请注意音量（projection）、语速（pace）和语调（modulation）。 * **音量：** 确保客户能清楚听到您的声音，既不过于响亮以免显得冒犯，也不过于柔和以至于客户听不清。如果客户需要您重复多次，请相应调整您的音量。
A very useful course for those working in hospitality sector and as a receptionist. Readers can learn the following points after enrolling into this course:-how to Converse with CustomersRules of Email EtiquetteRules of Telephone Etiquettehow to Build Rapport with CustomersSteps for Selling as Hotel Reception AssistantOther topics like Cross-selling and Up-selling are covered in this course.In your job role as a Hotel Reception & Reservation Assistant, you will be required to speak to and address different customers. The norms of speaking to a customer are slightly different from when one is speaking to a friend or a colleague. Effectively engaging your customer is dependent on your ability to sound interesting and convey a positive attitude. Developing good speaking skills involves an increased awareness of your voice, language, body language, and tone while speaking.Your primary tool for communication while speaking is your voice. When speaking to a customer, think about projection, pace and modulation. Projection: The volume of your voice should be loud enough that the customer can hear you but not too loud to sound rude nor too soft such that the customer cannot hear you. If customer asks you to repeat many times, then adjust your volume accordingly.
