GUEST SERVICE 2022.pptx

Jul 1, 2022Download as pptx, pdf

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RUKSHAN FERNANDO (FIH)

Guest Service Basics.

Sales

Guest – Most important person in our business
ආගන්තුකයා - අසේ වයාපාරසේ වැදගත්ම පුද්ගලයා
Service is Intangible
ස ේ��ා�� ්පර්ශ කළ ස ොහැකිය
 Guest Service is a 'Feeling’ it is created by You
ආගන්තුක ස ේ��ා�� ඔබ විසින් නිර්මාණය කර ලද 'හැඟීමක්’
 Understand Your Role in Guest Service
ආගන්තුක ස ේවසේ ඔසේ කාර්යභාරය සත්රුම් ගන්

 SERVICE Smile, Empathize, Respond, Value,
Individual, Care, Experience
සි ාස න් , අනුකම්පා කරන් , ප්‍රතිචාර දක්වන් ,
වටි ාකම, සපෞද්ගලික, රැකවරණය, පළපුරුද්ද
 Every Guest wants to be Welcomed, Recognized,
Important, Special
ෑම ආගන්තුසේකටම අවශයයි පිළිගන් , හදු ාගන් ,
වැදගත්, විසශේෂ
 Focus on what You can do for the Guest
ආගන්තුකයා ඳහා ඔබට කළ හැකි සද් ගැ අවධා ය
සයොමු කරන්

 Great service does not come from your Head, it
comes from your Heart
සරේෂ්ඨ ස ේ��ා��ක් ඔසේ හිස න් එන්සන් ැත, එය
එන්සන් ඔසේ හදවතින්
 Guest may not always be right, but never make to
feel they are wrong
ආගන්තුකයා ැමවිටම නිවැරදි ස ොවිය හැකිය, මුත්
ඔවුන් වැරදි යැයි කිසි විසටකත් හැසෙවන් එපා
 Good Service does not cost anything, Poor Service
costs everything
සහොදස ේ��ා�� ඳහා කිසිඳු මුදලක් වැය ස ොසේ, රක
ස ේ��ා�� ඳහා සියල්ල වැය සේ

 Great service is anticipating Guest needs,
before the Guest ask
ආගන්තුක අවශයතා අසේක්‍ෂා කිරීම විශිෂ්ට ස ේ��ා��කි,
ආගන්තුකයා අ න් ට සපර
 Keep your Guest Happy by Helping, Anticipating,
Personalizing, Perfectionating by You
ඔබ උපකාර කිරීසමන්, අසේක්‍ෂා කිරීසමන්,
පුද්ගලීකරණය කිරීසමන්, පරිපූර්ණත්වසයන් ඔසේ
ආගන්තුකයා තුටින් තබා ගන්

Guest Service is not (ආගන්තුක ස ේවය ස ොසේ)
 Absence of Passion (ආශාවක් ස ොමැතිකම)
 To Ignore (ස ො ලකා හරින් ට)
 Lack of Respect (සගෞරවය ස ොමැතිකම)
 Robotic (සරොසබෝ ක්‍රියාව)
 Runaround (වටා දුව වා)

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GUEST SERVICE 2022.pptx

1. GUEST SERVICE ආගන්තුක ස ේ��ා��

2. Guest – Most important person in our business ආගන්තුකයා - අසේ වයාපාරසේ වැදගත්ම පුද්ගලයා Service is Intangible ස ේ��ා�� ්පර්ශ කළ ස ොහැකිය  Guest Service is a 'Feeling’ it is created by You ආගන්තුක ස ේ��ා�� ඔබ විසින් නිර්මාණය කර ලද 'හැඟීමක්’  Understand Your Role in Guest Service ආගන්තුක ස ේවසේ ඔසේ කාර්යභාරය සත්රුම් ගන්

3.  SERVICE Smile, Empathize, Respond, Value, Individual, Care, Experience සි ාස න් , අනුකම්පා කරන් , ප්‍රතිචාර දක්වන් , වටි ාකම, සපෞද්ගලික, රැකවරණය, පළපුරුද්ද  Every Guest wants to be Welcomed, Recognized, Important, Special ෑම ආගන්තුසේකටම අවශයයි පිළිගන් , හදු ාගන් , වැදගත්, විසශේෂ  Focus on what You can do for the Guest ආගන්තුකයා ඳහා ඔබට කළ හැකි සද් ගැ අවධා ය සයොමු කරන්

4.  Great service does not come from your Head, it comes from your Heart සරේෂ්ඨ ස ේ��ා��ක් ඔසේ හිස න් එන්සන් ැත, එය එන්සන් ඔසේ හදවතින්  Guest may not always be right, but never make to feel they are wrong ආගන්තුකයා ැමවිටම නිවැරදි ස ොවිය හැකිය, මුත් ඔවුන් වැරදි යැයි කිසි විසටකත් හැසෙවන් එපා  Good Service does not cost anything, Poor Service costs everything සහොදස ේ��ා�� ඳහා කිසිඳු මුදලක් වැය ස ොසේ, රක ස ේ��ා�� ඳහා සියල්ල වැය සේ

5.  Great service is anticipating Guest needs, before the Guest ask ආගන්තුක අවශයතා අසේක්‍ෂා කිරීම විශිෂ්ට ස ේ��ා��කි, ආගන්තුකයා අ න් ට සපර  Keep your Guest Happy by Helping, Anticipating, Personalizing, Perfectionating by You ඔබ උපකාර කිරීසමන්, අසේක්‍ෂා කිරීසමන්, පුද්ගලීකරණය කිරීසමන්, පරිපූර්ණත්වසයන් ඔසේ ආගන්තුකයා තුටින් තබා ගන්

6. Guest Service is not (ආගන්තුක ස ේවය ස ොසේ)  Absence of Passion (ආශාවක් ස ොමැතිකම)  To Ignore (ස ො ලකා හරින් ට)  Lack of Respect (සගෞරවය ස ොමැතිකම)  Robotic (සරොසබෝ ක්‍රියාව)  Runaround (වටා දුව වා)

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GUEST SERVICE 2022.pptx

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