喜來登酒店新員工入職培訓教程課件(45頁)-資料下載頁
2025-01-15 11:34本頁面
【正文】 The ―Core‖ of our Service Culture ? 樹 干 Tree Trunk ? 其 它所有一切的基礎 The basis for everything else Starwood Cares Goals 喜達屋關愛 目標 ? 提供 工具和培訓 以確保對客人持續(xù)一貫和關愛的服務。 Provide tools amp。 training to deliver warm, consistent and caring service to our guests. Starwood Cares Goals 喜達屋關愛 目標 ? 不斷提高客人滿意程度 ? Continuously Improve Guest Satisfaction Starwood Cares Goals 喜達屋關愛 目標 ? 不斷提高同事滿意程度 ? Continuously Improve Associate Satisfaction Key Focus 焦點 Outstanding Care for our Business 關愛酒店經營 Outstanding Care for our Guests 關愛賓客 Outstanding Care for our Associates 關愛同事 Starwood Cares – Measurables 喜達屋關愛 衡量指標 ? Guest Satisfaction Index – GSI 顧客滿意程度指數(shù) – NFO Questionnaires 調查問卷 ? Disinterested 3rd Party – Accuracy 中立的第三方 精確性 ? Associate Satisfaction Index – ASI 同事滿意程度指數(shù) – Quarterly: InHouse 每季度 酒店內部 – Annual: Disinterested 3rd Party 每年 第三方 Starwood Cares – Program 喜達屋關愛 項目 ? “ STAR” Service 明星服務 – “ S‖ – Smile and Greet 微笑和歡迎 – “ T‖ – Talk and Listen 交談和傾聽 – “ A‖ – Answer Questions and Anticipate Needs 回答問題和預計需求 – “ R‖ – Resolve Problems 解決問題 Starwood Cares 喜達屋關愛 ?WOW Recovery “哇 ” 補救系統(tǒng) – “ W‖ What’s the problem 是什么問題 – “ O‖ Own the problem 承擔 /肩負問題 – “ W‖ Wow the customer 讓客人 “ 哇 ” Starwood Cares 喜達屋 關愛 ?Our Distinguished Service Culture 我們獨樹一幟的服務文化 VIDEO 錄象 Lunch 午餐 本資料分享自： （酒店管理資料庫）
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