1 饭店优质服务案例解读 赵莉敏 饭店优质服务案例解读讲师： 赵莉敏 ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ 今天我们要探讨什么？ 优质服务的标准和内涵 优质服务案例解读 酒店服务质量体系的建立 ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ 优质服务的内涵 想客人之所想 想客人之未想 想客人之专想 ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________