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Designing for Great Service
- 1. HONG KONG POLYTECHNIC UNIVERSITY QUALITY SERVICE MANAGEMENT 香港理工大学 服务质量管理
- 2. DESIGNING FOR GREAT SERVICE 为完美的服务而设计
- 3. 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。
- 4. 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
- 5. 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
- 6. 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）
- 7. The guest experience = service (people) + perception (space) 客户体验 = 服务（人）+ 认知（空间）
- 8. 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
- 9. …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
- 10. 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
- 11. Positive feelings come from: 积极的感觉来自：
- 12. • 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
- 14. • 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
- 15. • Comfort 舒适
- 16. • Drama 戏剧效果 •Something that makes our experience special 让我们的体验变得与众不同
- 17. • Drama 戏剧效果
- 18. 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
- 19. 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
- 20. 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
- 22. Design examples – good & bad 设计案例 – 好 & 差
- 23. Design examples – good & bad 设计案例 – 好 & 差
- 24. Design examples – good & bad 设计案例 – 好 & 差
- 25. Design examples – good & bad 设计案例 – 好 & 差
- 26. Design examples – good & bad 设计案例 – 好 & 差
- 27. Design examples – good & bad 设计案例 – 好 & 差
- 28. Design examples – good & bad 设计案例 – 好 & 差
- 29. Design examples – good & bad 设计案例 – 好 & 差
- 30. 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
- 32. 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”
- 33. 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
- 34. 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
- 35. 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
- 36. Materials and details are critical 材料和细节很重要
- 37. Lighting 灯光
- 38. Furniture & floor coverings 家具&门的面饰
- 39. Durability of materials and maintenance 材料的耐久性和维护
- 40. 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
- 41. And the built space must support efficient operations 同时建筑空间必须支持高效的运营