喜來(lái)登酒店新員工入職培訓(xùn)教程課件(45頁(yè))-資料下載頁(yè)
2025-01-15 11:34本頁(yè)面
【正文】 The ―Core‖ of our Service Culture ? 樹(shù) 干 Tree Trunk ? 其 它所有一切的基礎(chǔ) The basis for everything else Starwood Cares Goals 喜達(dá)屋關(guān)愛(ài) 目標(biāo) ? 提供 工具和培訓(xùn) 以確保對(duì)客人持續(xù)一貫和關(guān)愛(ài)的服務(wù)。 Provide tools amp。 training to deliver warm, consistent and caring service to our guests. Starwood Cares Goals 喜達(dá)屋關(guān)愛(ài) 目標(biāo) ? 不斷提高客人滿(mǎn)意程度 ? Continuously Improve Guest Satisfaction Starwood Cares Goals 喜達(dá)屋關(guān)愛(ài) 目標(biāo) ? 不斷提高同事滿(mǎn)意程度 ? Continuously Improve Associate Satisfaction Key Focus 焦點(diǎn) Outstanding Care for our Business 關(guān)愛(ài)酒店經(jīng)營(yíng) Outstanding Care for our Guests 關(guān)愛(ài)賓客 Outstanding Care for our Associates 關(guān)愛(ài)同事 Starwood Cares – Measurables 喜達(dá)屋關(guān)愛(ài) 衡量指標(biāo) ? Guest Satisfaction Index – GSI 顧客滿(mǎn)意程度指數(shù) – NFO Questionnaires 調(diào)查問(wèn)卷 ? Disinterested 3rd Party – Accuracy 中立的第三方 精確性 ? Associate Satisfaction Index – ASI 同事滿(mǎn)意程度指數(shù) – Quarterly: InHouse 每季度 酒店內(nèi)部 – Annual: Disinterested 3rd Party 每年 第三方 Starwood Cares – Program 喜達(dá)屋關(guān)愛(ài) 項(xiàng)目 ? “ STAR” Service 明星服務(wù) – “ S‖ – Smile and Greet 微笑和歡迎 – “ T‖ – Talk and Listen 交談和傾聽(tīng) – “ A‖ – Answer Questions and Anticipate Needs 回答問(wèn)題和預(yù)計(jì)需求 – “ R‖ – Resolve Problems 解決問(wèn)題 Starwood Cares 喜達(dá)屋關(guān)愛(ài) ?WOW Recovery “哇 ” 補(bǔ)救系統(tǒng) – “ W‖ What’s the problem 是什么問(wèn)題 – “ O‖ Own the problem 承擔(dān) /肩負(fù)問(wèn)題 – “ W‖ Wow the customer 讓客人 “ 哇 ” Starwood Cares 喜達(dá)屋 關(guān)愛(ài) ?Our Distinguished Service Culture 我們獨(dú)樹(shù)一幟的服務(wù)文化 VIDEO 錄象 Lunch 午餐 本資料分享自： （酒店管理資料庫(kù)）
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