{"id":455,"date":"2024-04-26T11:02:42","date_gmt":"2024-04-26T11:02:42","guid":{"rendered":"https:\/\/szkoleniahoteli.pl\/?page_id=455"},"modified":"2024-06-12T12:27:15","modified_gmt":"2024-06-12T12:27:15","slug":"obsluga-klienta","status":"publish","type":"page","link":"https:\/\/szkoleniahoteli.pl\/index.php\/szkolenia\/obsluga-klienta\/","title":{"rendered":"Obs\u0142uga Klienta"},"content":{"rendered":"\n<div class=\"wp-block-cover alignfull\" style=\"min-height:2323px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-nv-site-bg-background-color has-background-dim-100 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:70%\">\n<figure class=\"wp-block-image size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/cust-serv.webp\" alt=\"\" class=\"wp-image-428\" style=\"width:326px;height:auto\" srcset=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/cust-serv.webp 1024w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/cust-serv-300x300.webp 300w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/cust-serv-150x150.webp 150w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/cust-serv-768x768.webp 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h1 class=\"wp-block-heading has-text-align-left has-neve-text-color-color has-text-color\">Obs\u0142uga Klienta w Hotelu<\/h1>\n\n\n\n<p class=\"has-neve-text-color-color has-text-color\" style=\"font-size:22px\">Agenda szkolenia Obs\u0142uga Klienta dla hotelarzy:<\/p>\n\n\n\n<p class=\"has-large-font-size\">Wprowadzenie do obs\u0142ugi klienta w hotelarstwie<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-bb5d563fa8f13e731428df64a805dc7b\">\n<li>Znaczenie doskona\u0142ej obs\u0142ugi klienta w bran\u017cy hotelarskiej<\/li>\n\n\n\n<li>Wp\u0142yw satysfakcji go\u015bci na sukces hotelu<\/li>\n\n\n\n<li>Kluczowe zasady i standardy obs\u0142ugi klienta<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Komunikacja interpersonalna w obs\u0142udze go\u015bcia<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-54bc0a088c65c89795e09ad8757a80ad\">\n<li>Techniki efektywnej komunikacji werbalnej i niewerbalnej<\/li>\n\n\n\n<li>Aktywne s\u0142uchanie i empatiazrozumienie potrzeb go\u015bcia<\/li>\n\n\n\n<li>Dostosowanie stylu komunikacji do r\u00f3\u017cnych typ\u00f3w go\u015bci<\/li>\n\n\n\n<li>Profesjonalny j\u0119zyk i etykieta w kontaktach z go\u015b\u0107mi<\/li>\n\n\n\n<li>Scenki rodzajowe: powitanie go\u015bcia, prowadzenie rozmowy telefonicznej<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Budowanie relacji z go\u015b\u0107mi i personalizacja obs\u0142ugi<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-a090ace35d2a4b35ec1ed2f2744d5897\">\n<li>Tworzenie pozytywnego pierwszego wra\u017cenia<\/li>\n\n\n\n<li>Budowanie relacji opartych na zaufaniu i szacunku<\/li>\n\n\n\n<li>Personalizacja obs\u0142ugi i spe\u0142nianie indywidualnych potrzeb go\u015bci<\/li>\n\n\n\n<li>Techniki zapami\u0119tywania preferencji i szczeg\u00f3\u0142\u00f3w dotycz\u0105cych go\u015bci<\/li>\n\n\n\n<li>Scenki rodzajowe: obs\u0142uga sta\u0142ego go\u015bcia, zaskoczenie go\u015bcia mi\u0142ym gestem<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Profesjonalna obs\u0142uga go\u015bcia na r\u00f3\u017cnych etapach pobytu<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-4aa4128ef22f4950e8de586d19ef7e1d\">\n<li>Obs\u0142uga przed przyjazdem &#8211; rezerwacje, komunikacja, przygotowania<\/li>\n\n\n\n<li>Proces zameldowania (check-in) &#8211; sprawno\u015b\u0107, uprzejmo\u015b\u0107, informacje<\/li>\n\n\n\n<li>Obs\u0142uga podczas pobytu &#8211; spe\u0142nianie pr\u00f3\u015bb, dostarczanie informacji, dbanie o satysfakcj\u0119<\/li>\n\n\n\n<li>Proces wymeldowania (check-out) &#8211; sprawno\u015b\u0107, uprzejmo\u015b\u0107, po\u017cegnanie<\/li>\n\n\n\n<li>Obs\u0142uga po wyje\u017adzie &#8211; follow-up, dbanie o lojalno\u015b\u0107 i opinie go\u015bci<\/li>\n\n\n\n<li>Scenki rodzajowe: zameldowanie VIP-a, obs\u0142uga go\u015bcia podczas \u015bniadania<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Obs\u0142uga w r\u00f3\u017cnych dzia\u0142ach hotelu<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-a1efffed09c765a6d56ef0f10bc8a021\">\n<li>Recepcja &#8211; pierwsze i ostatnie wra\u017cenie, udzielanie informacji, obs\u0142uga skarg<\/li>\n\n\n\n<li>Restauracja &#8211; profesjonalny serwis, dba\u0142o\u015b\u0107 o satysfakcj\u0119 go\u015bcia, obs\u0142uga specjalnych pr\u00f3\u015bb<\/li>\n\n\n\n<li>Housekeeping &#8211; dba\u0142o\u015b\u0107 o czysto\u015b\u0107 i estetyk\u0119 pokoi, komunikacja z go\u015b\u0107mi<\/li>\n\n\n\n<li>Concierge &#8211; pomoc w organizacji pobytu, udzielanie rekomendacji, spe\u0142nianie specjalnych \u017cycze\u0144<\/li>\n\n\n\n<li>Scenki rodzajowe: obs\u0142uga skargi go\u015bcia, organizacja niestandardowej pro\u015bby przez Concierge<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Radzenie sobie z trudnymi sytuacjami i skargami go\u015bci<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-3fe734fb8c12cea113845f151d1565ba\">\n<li>Typowe trudne sytuacje i skargi w hotelarstwie<\/li>\n\n\n\n<li>Techniki deeskalacji konfliktu i zachowania spokoju<\/li>\n\n\n\n<li>Aktywne s\u0142uchanie i okazywanie empatii w trudnych sytuacjach<\/li>\n\n\n\n<li>Poszukiwanie rozwi\u0105za\u0144 i oferowanie zado\u015b\u0107uczynienia<\/li>\n\n\n\n<li>Dokumentacja i raportowanie skarg i incydent\u00f3w<\/li>\n\n\n\n<li>Scenki rodzajowe: obs\u0142uga niezadowolonego go\u015bcia, rozwi\u0105zywanie problemu technicznego<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Budowanie kultury obs\u0142ugi klienta w hotelu<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-bcb277cf18f1d0b57b3371b272c511b8\">\n<li>Rola przyw\u00f3dztwa w promowaniu doskona\u0142ej obs\u0142ugi klienta<\/li>\n\n\n\n<li>Szkolenie i motywowanie pracownik\u00f3w do zapewniania wysokich standard\u00f3w obs\u0142ugi<\/li>\n\n\n\n<li>Monitorowanie i ocena jako\u015bci obs\u0142ugi klienta<\/li>\n\n\n\n<li>Zbieranie i wykorzystywanie opinii go\u015bci do ci\u0105g\u0142ego doskonalenia<\/li>\n\n\n\n<li>Nagradzanie i docenianie pracownik\u00f3w za doskona\u0142\u0105 obs\u0142ug\u0119 klienta<\/li>\n\n\n\n<li>Scenki rodzajowe: prowadzenie szkolenia wewn\u0119trznego, wr\u0119czanie nagrody pracownikowi<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size\">Obs\u0142uga klienta a marketing i sprzeda\u017c<\/p>\n\n\n\n<ol class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-19bc7a10940eb80a89de2ff2831465a9\">\n<li><\/li>\n<\/ol>\n\n\n\n<ul class=\"has-neve-link-hover-color-color has-text-color has-link-color wp-block-list wp-elements-2f0a9b286b36bdc7f9e71e07ea76e629\">\n<li>Wp\u0142yw obs\u0142ugi klienta na reputacj\u0119 i wizerunek hotelu<\/li>\n\n\n\n<li>Wykorzystanie doskona\u0142ej obs\u0142ugi jako przewagi konkurencyjnej<\/li>\n\n\n\n<li>Pozyskiwanie rekomendacji i pozytywnych opinii od zadowolonych go\u015bci<\/li>\n\n\n\n<li>Wsp\u00f3\u0142praca dzia\u0142u obs\u0142ugi klienta z dzia\u0142em marketingu i sprzeda\u017cy<\/li>\n\n\n\n<li>Scenki rodzajowe: pozyskiwanie opinii od go\u015bcia, przekazywanie informacji o preferencjach go\u015bcia do dzia\u0142u sprzeda\u017cy<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-neve-link-hover-color-color has-blush-light-purple-gradient-background has-text-color has-background has-link-color wp-element-button\">Zam\u00f3w<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:30%\"><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cover alignfull\" style=\"min-height:600px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-nv-site-bg-background-color has-background-dim-100 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div style=\"height:80px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-neve-text-color-color has-text-color\">Inne szkolenia<\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/sales.webp\" alt=\"\" class=\"wp-image-426\" srcset=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/sales.webp 1024w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/sales-300x300.webp 300w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/sales-150x150.webp 150w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/sales-768x768.webp 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-neve-link-hover-color-color has-blush-light-purple-gradient-background has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/szkoleniahoteli.pl\/index.php\/szkolenia\/sprzedaz\/\" target=\"_blank\" rel=\"noreferrer noopener\">Zobacz wi\u0119cej<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/Marketing.webp\" alt=\"\" class=\"wp-image-425\" srcset=\"https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/Marketing.webp 1024w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/Marketing-300x300.webp 300w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/Marketing-150x150.webp 150w, https:\/\/szkoleniahoteli.pl\/wp-content\/uploads\/2024\/04\/Marketing-768x768.webp 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-neve-link-hover-color-color has-blush-light-purple-gradient-background has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/szkoleniahoteli.pl\/index.php\/szkolenia\/marketing-2\/\" target=\"_blank\" rel=\"noreferrer noopener\">Zobacz wi\u0119cej<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":69,"menu_order":-2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"neve_meta_sidebar":"default","neve_meta_container":"","neve_meta_enable_content_width":"on","neve_meta_content_width":100,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"on","_themeisle_gutenberg_block_has_review":false,"footnotes":""},"class_list":["post-455","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/pages\/455","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/comments?post=455"}],"version-history":[{"count":2,"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/pages\/455\/revisions"}],"predecessor-version":[{"id":516,"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/pages\/455\/revisions\/516"}],"up":[{"embeddable":true,"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/pages\/69"}],"wp:attachment":[{"href":"https:\/\/szkoleniahoteli.pl\/index.php\/wp-json\/wp\/v2\/media?parent=455"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}