designing for great service

HONG KONG POLYTECHNIC UNIVERSITY QUALITY SERVICE MANAGEMENT

香港理工大学

服务质量管理

DESIGNING FOR GREAT SERVICE

为完美的服务而设计

自我介绍

柯克 Kirk Ellis 董事， Aedas室内设计 •在过去20年以来，Kirk热充于为酒店旅客带来难忘住宿经验，推动他设计及管理酒店项目。 •Kirk拥有与国际酒店集团合作的丰富经验。他曾于美国及大中华地区与希尔顿酒店集团、喜达屋酒店及度假村、凯悦酒店集团和其他独立酒店品牌合作，故深入了解和熟识他们的业务、酒店营运及规划等。

The guest experience = hospitality

客户体验 = 殷勤招待

•We create special, positive feelings for people 为客人设计特别的、积极的感觉

•Many things could interrupt this 许多因素都可能损害这些

Quality Service Management occurs in the built environment

服务质量管理体现在建筑环境中

•Service & operations occur in a place 服务和运营发生在一个空间里

•QSM must consider the built environment 服务质量管理必须考虑这个空间里的建筑环境

The guest experience = service (people) + perception (space)

客户体验 = 服务（人）+ 认知（空间）

•Guest experience has 2 parts 客人体验分为两部分

•Similar to a stage (behavior setting) 和舞台类似（行为场所）

The guest experience = service (people) + perception (space)

客户体验 = 服务（人）+ 认知（空间）

The best hospitality places create positive feelings for a guest…

最好的酒店为客人营造积极的感觉

•Feelings of romance, exploration, comfort, excitement 浪漫，探索，舒适和激动的感觉

…and provide for efficient operations

提供高效的运营

•Operations must also support these positive feelings 运营行为也必须支持这些积极的感觉

•Hospitality service includes so many functions 酒店服务包含了非常多的功能

Design must provide a solution for both

设计必须为以上两者提供解决方案

•In psychology, “afford” means to make it possible, which is what the design must do 从心理学上来讲，“给予”意味着使之成为可能，也就是说设计必须做到这些

Positive feelings come from:

积极的感觉来自：

• Harmonious design

和谐的设计

•Colors, shapes, light, materials 色彩，形状，灯光，材料

•Communicates the brand 与品牌的交流

• Harmonious design

和谐的设计

• Comfort

舒适

•Gracious 亲切的

•Easy to make choices? 容易选择吗？

•Psychological stress erodes positive feelings 心理上的压力破坏了积极的感受

• Comfort

舒适

• Drama

戏剧效果

•Something that makes our experience special 让我们的体验变得与众不同

• Drama

戏剧效果

How do we design for efficient operations?

怎样为高效的运营而设计

•How do we design for behaviors (operations) 我们怎样为行为（运营）做设计

•First, identify all the behaviors that may occur 首先，确定所有可能发生的行为

Designers must know the operation behaviors

设计师必须理解运营行为

•Your knowledge integrated into design 将你的知识融入设计

•Operator is important for good design 管理者对好的设计很重要

Designers must know the operations that will occur

设计师必须知道实际发生的运营

•But, many designers guess 但是，很多设计师只是猜想

•If built environment doesn’t afford operations, problems occur 如果建筑环境不能支持运行，问题必然出现

Design examples – good & bad

设计案例 – 好 & 差

Design examples – good & bad 设计案例 – 好 & 差

Hotel operator + designer + developer must work together to define every anticipated service and

spatial experience

酒店管理者+设计师+开发商

必须合作来定义每一个服务和区域的体验

Existing properties

现有物业

Operation patterns have evolved, but sometimes the design does not “fit”

运营模式已经升级，但有时候设计并不“适合”

Often this occurs where the front-of-house and back-of-house meet

通常出现在前场区域和后场区域汇合的地方

•Housekeeping cart, door into a kitchen, bar service 打扫手推车，厨房入口的门，酒吧服务 •All of these can break guest positive feelings 所有这些都可能破坏积极的感受

For QSM, the separation of FOH & BOH is critical

对于服务质量管理，前场和后场的分隔非常重要

•Importance will increase as guest expectations rise 客人预期提高，重要性就增强

For QSM, the separation of FOH & BOH is critical

对于服务质量管理，前场和后场的分隔非常重要

Materials and details are critical

材料和细节很重要

Lighting 灯光

Furniture & floor coverings 家具&门的面饰

Durability of materials and maintenance

材料的耐久性和维护

QSM must include the built space as the “backdrop” for the guest experience

服务质量管理必须包括作为客人体验背景墙的建筑空间

And the built space must support efficient operations

同时建筑空间必须支持高效的运营