萬豪酒店管理理念

萬豪酒店管理理念萬豪國際集團（紐約證券交易所代號：MAR）是全球首屈一指的國際公司，萬豪擁有遍布全球74個國家和地區(qū)的超過4,000家酒店和21個品牌。接下來，為大家分享萬豪酒店管理理念，快來看看都有哪些吧!任何同事收到客人的投訴，都有責任盡力處理。運用L.E.A.R.N.程序，在自己權(quán)利范圍內(nèi)盡力客人的信心，按照跟進程序來處理客人的投訴，確保對方滿意如意。Anyassociatewhoreceivesaguestplaint"Owns"theplaint.UsetheL.E.A.R.N.processtodoeverythinginyourpowertoneverloseaguest.Followguestresponseprocedurestoensurethattheguestisdelighted.每位同事都有責任認識和尊重客人的喜好，使客人在酒店期間得到體貼的效勞。It'severyone'sresponsibilitytolearnandhonorourguests'preferencessowecanpersonalizetheirstay.笑臉迎人，親切招呼每位客人。以熱情有禮，和藹可親的態(tài)度與客人交談。盡可能用客人的名字來稱呼對方。緊記用適當?shù)难赞o，防止使用俗語和酒店術(shù)語。Smileandgreeteveryguest.Speaktotheguestinawarm,friendlyandcourteousmanner.Usetheirnameasoftenaspossible.Alwaysuseappropriatevocabulary.Avoidslangandhoteljargon.感謝客人光臨，親切地向客人說再見，令他們臨離開之前對酒店留下溫馨難忘的好印象。Thanktheguestfortheirbusinessandbidthemafondfarewell.Maketheirlastimpressionofthehotelwarmandpositive.預先估計客人的需要，靈活配合。貫徹"主動待客"的原那么，留心客人的神態(tài)，查顏辨色，以提供體貼周到的效勞，令客人喜出望外。AnticipateguestneedsandbeflexibleInrespondingtothem.Practice"ProactiveHospitality".Pickuponnonverbalcuestoinitiatepersonalizedserviceanddelightallguests.對本身的工作崗位了如指掌。參加所有工作需的培訓課程。Beknowledgeableaboutyourjob.Attendalltrainingcoursesrequiredforyourposition.我們?nèi)翰呷毫?，互相尊重，對待同事如同對待自已的家人和貴賓一樣。我們堅守萬豪先生的信念："同事之間互相關心照顧，必定能為客人提供更周到體貼的效勞。"Wepracticeteamworkandtreateachotherwiththesamerespectweaffordourfamilyandbestguests.WeadheretoMr.Marriott'sbeliefthat"Ifwetakecareofeachother,wewillbeabletotakebettercareofourguests."真誠待客，體貼關心，以確?？腿瞬粩嘣賮砉馀R是我們最重要的宗旨。對客人表現(xiàn)出真誠熱情的態(tài)度，時刻全心全意的關注。Genuinecareandfortofourgueststoensuretheirreturnisourhighestmission.Displaygenuineandenthusiasticinterestintheguest,andalwayspaypleteattention.任何同事如看到設施的用品損毀或缺乏，都有責任向上級報Itistheresponsibilityofeveryassociatetoreportdefectsinthehotel,includingshortagesofequipmentandsupplies.一絲不茍地執(zhí)行清潔標準，是每位同事的責任。所到之處均予清潔，包括前堂和后堂。Unpromisingstandardsofcleanlinessareeveryone'sresponsibility.Cleanasyougo.BoththeFrontoftheHouseandthe"HeartoftheHouse".我們有一流的工作環(huán)境，所以請你不管是在公司內(nèi)外，都擔當本酒店和公司的在大使。請勿批評公司，切勿在客面前抱怨。以積級的態(tài)度表達你對工作環(huán)境的關注。Thisisagreatplacetowork,sopleasealwaysbeanambassadorofyourhotelandpany,bothinandoutsideofwork.Avoidnegativements.NeverplaininfrontofaguestExpressworkplaceconcernsinaconstructivemanner.總是能夠認出酒店的?？?。Alwaysrecognizerepeatguests.對酒店的情況了如指掌，隨時能夠答復客人的問詢。總是首先推薦本酒店的餐飲效勞。親自為客人引路，單是指出方向并缺乏夠。如果走不開，至少陪客人走幾步。Beknowledgeableabouthotelinformationtoanswerguestinquiries.Alwaysremendthehotel'sfoodandbeverageoutletsfirst.Escortguestsratherthanpointingoutdirections.Whenthisisnotpossible,taketheguestthefirstthreesteps.遵守禮儀。自我介紹。盡快接聽，不要讓鈴聲聲響超過三聲。用適當?shù)脑捳Z問候來電者。假設要轉(zhuǎn)駁來電或要對方等候，必須先得到對方同意。盡量不要轉(zhuǎn)駁來電。Followtelephoneetiquette.Introduceyourself.Alwaysanswerwithinthreerings.Useappropriategreetings.Alwaysrequesttheguest'spermissiontotransfertheircallorplacethemonhold.Eliminatetransferswhenpossible.遵守制服及儀容標準，包括佩帶自己的名牌，穿著大方得體的鞋襪。隨身攜帶"根本須知"卡。保持個人衛(wèi)生最為重要。Followuniformandappearancestandards,includingnametags,appropriatefootwearand"TheBasics"card.Personalhygieneisoftheutmostimportance.客人和同事的平安，是我們最關注的事項。了解在緊急情況時自己應負的責任，并時刻警覺消防和救生程序。Thesafetyandsecurityofourguestsandassociatesisatoppriority.Knowyourrolesduringemergencysituationsandbeawareoffireandlifesafetyresponseprocesses.培養(yǎng)平安工作的習慣。遵守所有工作平安政策。一發(fā)現(xiàn)有事故，意外和危險，立即向上級報告。Practicesafeworkhabits.Abidebyalljobsafetypolicies.Immediatelyreportincidents,aidentsandhazardstoyoursupervisor.保護和照顧酒店的財產(chǎn)。資源要用得其所。減少浪費。確保妥善保養(yǎng)和酒店的物業(yè)和設施。Protectandcarefortheassetsofthehotel.Useourresourceswisely.Eliminatewaste.Ensurepropermaintenanceandrepairofhotelpropertyandequipment.了解本酒店和所屬部門的目標。你有責任與同事分享你的意見和建議，盡你所能不斷提高營業(yè)額、盈利、客人滿意程度和同事的士氣。Knowthegoalsofyourdepartment.Itisyourresponsibilitytoshareyourideas,Suggestionsandenergiestocontinuouslyimprovesales,profit,guestsatisfaction,andassocia