やりかた大図鑑|一流ホテル・リッツカールトンのおもてなしのやりかた

※すぐ役に立たつかわからないけどあした誰かに教えたくなるやりかた大図鑑 2014年1月15日放送分より

この番組は、
今は役に立たないけれど、
「知っておいたよかった~!」と、
いつか思うかもしれないやりかたを、
次から次へと、
どんどん教える番組である。

今回のテーマは、
その道のプロのやりかた。

一流ホテル
リッツカールトンの
おもてなしの
やりかた

一流ホテルリッツカールトンの、
おもてなしのやり方を紹介。

まず、
車でお客様がいらっしゃったら、
車に頭をぶつけないよう気を付け、
最高の笑顔と挨拶で出迎える。

お客様から、
忘れ物などの問い合わせがあった時の為、
タクシーのナンバー、
到着時刻などを記録しておく。

お客様を案内中の何気ない会話も聞き逃さず、
お客様が何を望まれているか気にかけ、
直接依頼されなくても、
ご要望に出来る限りお応えする。

お客様が、
お洋服をクリーニングする際、
ボタンが取れかかっていたら、
勿論付け直す。

そして、
まるで新品かのような仕上がりでお届けする。

バーテンダーは、
お客様が取りやすいように、
グラスをお客様の右斜め前に出す。

お客様が飲みながら、
グラスの位置を変えた場合は、
その場所をお客様が飲みやすい位置と判断し、
2杯目からはそこに置く。

どんなにお客様の急なご要望にも、
「お知らせ頂きありがとうございます」
という気持ちで、
可能な限り対応する。

素敵な時間を過ごして頂いたお客様に、
感謝を込めて、
最高の笑顔と挨拶でお見送りをする。

更に、
再びお越し下さった時の為に、
食べ物の好み・部屋の温度設定などの情報を、
きちんと保存しておく。

ちなみに、
リッツカールトンのスタッフは、
お客様の急な要望に対し、
上司に確認せず自分で考えて動く。

なぜなら、
スタッフにとってのボスはお客様だからである。

レビュー

さすがは一流ホテルの、
リッツカールトンですね。

細部・隅々まで、
スタッフは顧客満足度が上がるように、
施策しているという事ですね。

特に最後の、
スタッフにとってのボスはお客様という情報は、
もはや名言ですね。

サービス業に従事する方であれば、
胸に刻んでおきたい情報と言えますね。

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