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Workshop N/A Workshop LAPT Hospitality Centres Front Office Operations

客人问候与沟通

Workshop Level

6 Subjects
18 Chapters
72 Lessons
500 Marks

LAPT — London Academy of Professional Training

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客人问候与沟通
Workshop N/A
  • HS-FOO-W
  • Workshop Stage
  • 500 total marks
  • Pass: 300 marks (60%)
  • Validity: Lifetime
Enrol Now View Brochure
AwardWorkshop
Global LevelN/A
Total Marks500
Pass Mark300 (60%)
Subjects6
Chapters18
Classes72

About This Certification

Who Is This For?

This certification is designed for front office staff, customer service representatives, and hospitality trainees who are new to the industry or looking to refine their interpersonal skills. It is ideal for individuals with limited experience who wish to enhance their ability to create positive guest experiences.

Course Curriculum

6 subjects • 18 chapters • 72 classes
01
个性化服务策略
3 chapters • 12 classes • 75 marks • 6h
理解前台运营中的个性化服务 4 classes
1.1 探索个性化服务的基础
1.2 识别客人的偏好和需求
1.3 练习有效的沟通技巧
1.4 在实际场景中实施个性化服务
有效的客人沟通技巧 4 classes
2.1 建立融洽关系：积极开启客人互动
2.2 积极倾听：有效理解客人需求
2.3 定制回应：为客人个性化沟通
2.4 解决问题：与客人进行挑战性对话
实施个性化服务策略 4 classes
3.1 理解个性化在服务中的重要性
3.2 通过积极倾听识别客户偏好
3.3 为个性化互动调整沟通风格
3.4 在现实场景中应用个性化策略
02
客户互动场景
3 chapters • 12 classes • 100 marks • 6h
理解客户期望和有效问候技巧 4 classes
1.1 探索客户期望：识别需求和偏好
1.2 掌握第一印象：有效问候的艺术
1.3 发展积极倾听技能以更好地吸引客户
1.4 在现实场景中应用问候技巧
积极倾听和客人反馈解读技巧 4 classes
2.1 理解积极倾听原则
2.2 在真实场景中练习积极倾听
2.3 识别客户反馈提示
2.4 应用反馈解读技巧
以外交手段管理具有挑战性的客人互动 4 classes
3.1 理解客户在挑战性情况下的期望
3.2 识别和巧妙化解常见触发因素
3.3 利用积极倾听建立信任和解决冲突
3.4 在角色扮演场景中练习外交语言技巧
03
管理宾客咨询
3 chapters • 12 classes • 75 marks • 7h
理解客人需求和期望 4 classes
1.1 通过积极倾听识别客户关键需求
1.2 分析客户询问中的常见期望
1.3 解读肢体语言以理解客户偏好
1.4 根据个别客户需求调整回应
前台员工的有效沟通技巧 4 classes
2.1 理解语言和非语言提示
2.2 使用积极语言增强客户互动
2.3 掌握积极倾听技巧
2.4 自信地处理客户询问
处理复杂的客人咨询和投诉 4 classes
3.1 理解常见复杂询问和投诉
3.2 在困难情况下积极倾听和同理心的技巧
3.3 有效解决复杂客户问题的策略
3.4 与客户沟通解决方案和后续跟进
04
宾客问候程序
3 chapters • 12 classes • 75 marks • 6h
理解客人问候的核心原则 4 classes
1.1 理解客户问候的基本原则
1.2 探索有效沟通的关键原则
1.3 在客户互动中实施最佳实践
1.4 执行客户问候场景和角色扮演
为前台员工发展关键沟通技能 4 classes
2.1 理解前台沟通的角色
2.2 掌握积极倾听技巧
2.3 练习清晰有效的口头沟通
2.4 在客户互动中应用非语言沟通技巧
掌握高级问候场景和问题解决 4 classes
3.1 在酒店业中应对复杂文化问候
3.2 主动识别和解决客户关切
3.3 通过同理心增强个性化客户互动
3.4 实施有效解决方案以应对客户问题
05
口头与非口头技巧
3 chapters • 12 classes • 75 marks • 7h
理解前台环境中口头和非语言沟通的重要性 4 classes
1.1 识别客户互动中的口头沟通线索
1.2 解读客户问候中的非语言信号
1.3 应用口头技巧以实现有效的前台沟通
1.4 利用非语言技能提升客户体验
发展有效的口头沟通技巧以促进客人互动 4 classes
2.1 理解有效口头沟通的要素
2.2 掌握对话中的语调和清晰度
2.3 增强积极倾听以提高参与度
2.4 在实际场景中应用口头技能
掌握非语言沟通技巧 4 classes
3.1 理解身体语言基础
3.2 解读面部表情和眼神交流
3.3 利用手势和姿态进行有效沟通
3.4 通过非语言线索增强沟通
06
酒店沟通基础
3 chapters • 12 classes • 100 marks • 8h
理解酒店业基本沟通理论 4 classes
1.1 探索酒店业关键沟通理论
1.2 分析人际沟通模型
1.3 识别有效沟通的障碍
1.4 在客户互动中应用沟通原则
发展有效的口头和非语言沟通技巧 4 classes
2.1 理解酒店业口头沟通的基础
2.2 识别和解读客户互动中的非语言线索
2.3 练习积极倾听技巧以增强客户参与感
2.4 在实际酒店场景中应用沟通技能
专业处理客人互动和反馈 4 classes
3.1 理解客户需求和期望
3.2 展示有效的倾听技能
3.3 清晰自信地传达解决方案
3.4 收集并回应客户反馈

Assessment & Grading

Assessment Methods
  • Written Examination
  • Practical Assignment
  • Portfolio Assessment
Theory
70%
Practical
20%
Project
10%
客人问候与沟通
Workshop N/A
Enrol Now View Brochure
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