中華游樂會 - 客戶服務培訓

重塑服務形象提升賓客體驗 - 香港中華游樂會餐飲部2025年客戶服務培訓紀實

Rebranding Service Excellence and Enhancing the Member Experience - A Record of the 2025 Customer Service Training Programme of the Catering Department, Hong Kong Chinese Recreation Club

香港中華游樂會自1912年創立以來，一直是本港歷史最悠久的私人會所之一，會內設有中菜廳及多元化餐飲設施，向來深受會員愛戴。然而，面對會員對服務質素日益提升的期望，餐飲部於2025年啟動了一項全面的客戶服務形象改善計劃，透過系統化的培訓課程，全方位提升前線員工的專業水平。

Established in 1912, the Hong Kong Chinese Recreation Club is one of the territory’s longest-standing private members’ clubs. With its renowned Chinese restaurant and a diverse range of dining facilities, the Club has long been highly regarded by its members. In response to members’ rising expectations for service excellence, the Catering Department launched a comprehensive Service Image Enhancement Programme in 2025, aiming to elevate the professionalism of frontline staff through a structured and systematic training framework.

試堂啟動以AAR鞏固所學

培訓計劃於年初以「試堂」形式展開，率先邀請各部門主管及資深員工參與首輪課程，透過實際體驗收集反饋，持續優化課程內容。每次培訓後更設有「After Action Review」（事後檢討，簡稱AAR）環節，由導師帶領學員回顧所學要點，分析實踐中的成功之處與待改善環節，並制定具體的行動方案，確保培訓成果能夠有效轉化為日常服務表現。

四大培訓模組全面提升服務水平

整個培訓計劃涵蓋四大核心範疇，由專業導師授課，全面提升餐飲服務團隊的專業素養。

Pilot Sessions and Learning Reinforcement through AAR

The programme commenced early in the year with pilot sessions, initially engaging department heads and senior staff. These trial classes allowed participants to experience the training firsthand and provide feedback for ongoing refinement of course content. Each session concluded with an After Action Review (AAR), facilitated by the trainer, during which participants revisited key learning points, examined successful practices and identified areas for improvement. Concrete action plans were then formulated to ensure that training outcomes were effectively translated into daily service performance.

Four Core Training Modules for Comprehensive Service Enhancement

The programme comprised four core training areas, delivered by professional trainers to strengthen the catering team’s overall service competence.

第一部份：儀容及客戶服務

課程從服務人員的專業形象入手，涵蓋髮型、面容修飾、服裝規範及個人衛生等要求。學員學習標準站姿、走姿、蹲姿及手勢等職業儀態，掌握「微笑服務」及眼神交流的技巧，塑造專業而親切的服務形象。同時，課程亦灌輸「以客為尊」的服務心態，培訓學員主動觀察、預判並滿足會員需求的敏感度。

Module 1: Grooming and Customer Service

This module focused on cultivating a professional service image, covering standards for hairstyle, personal grooming, attire and hygiene. Participants were trained in proper professional posture—including standing, walking, squatting and hand gestures—and learned techniques for warm smiles and appropriate eye contact. The course also reinforced a “member-first” service mindset, enhancing staff sensitivity in observing, anticipating and proactively fulfilling members’ needs.

第二部份：溝通技巧及電話服務

此模組聚焦於服務溝通的核心能力，涵蓋標準服務話術、聆聽技巧及電話應對禮儀。學員透過案例演練，學習如何有效處理會員查詢、預訂及投訴。課程特別強調「同理心溝通」，教導學員以耐心聆聽接納訴求、以真誠道歉緩解情緒，並提供合適解決方案，將投訴轉化為提升會員忠誠度的契機。

Module 2: Communication Skills & Telephone Etiquette

This module centred on the fundamentals of effective service communication, including standard service terminology, active listening skills and telephone handling etiquette. Through scenario-based exercises, participants practised managing member enquiries, reservations and complaints. Particular emphasis was placed on empathetic communication—listening patiently, acknowledging concerns with sincerity, offering apologies where appropriate and proposing effective solutions—transforming service recovery moments into opportunities to strengthen member loyalty.

共八堂培訓六十人參與

上述兩大主題各設四堂課程，合共八堂系統培訓，每堂均結合理論講解、示範教學及情景實操演練。培訓覆蓋會所中菜廳、西餐廳及宴會部等餐飲設施的全部前線員工，合共約60位員工完成課程，確保服務標準能夠貫徹至各餐飲據點。

是次培訓計劃為香港中華游樂會餐飲部建立了清晰、統一的服務標準，顯著提升了團隊的專業形象與應對能力，為會員帶來更臻完善的餐飲體驗。

Eight Training Sessions with Sixty Participants

Each of the two core themes comprised four training sessions, totalling eight structured classes. Every session integrated theoretical instruction, live demonstrations and practical role-play exercises. The programme encompassed all frontline staff across the Chinese restaurant, Western dining outlets and banquet services, with approximately 60 employees completing the training to ensure consistent service standards across all catering venues.

Through this initiative, the Catering Department of the Hong Kong Chinese Recreation Club has established clear and unified service standards, significantly enhancing team professionalism and service responsiveness, and delivering a more refined and satisfying dining experience for its members.

Page updated

Google Sites

Report abuse