瑞雅国际my priority is you培训手册

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1、2nddraftNovember11,2002MYPRIORITYISYOUTRAININGMANUALMYPRIORITYISYOUTABLEOFCONTENTS1.OBJECTIVE32.WHY“MYPRIORITYISYOU”?33.CAMPAIGNPLAN44.TRAINING55.STAFF,MANAGEMENTANDGUESTS’INVOLVEMENT6Employees6Management6Guests76.EVALUATIONPROCESS77.PUBLICRELATIONS8

2、8.APPENDIX9Page18of18Createdon2002/11/1512:23:00MYPRIORITYISYOUMESSAGEFROMTHEPRESIDENTDearGeneralManagers,Thehospitalityindustryhasbecomeextremelycompetitiveandthiswillfurtherintensifywithglobalisation.Serviceandstaffattitudearethedistinguishingchara

3、cteristicinhotelsandwehaveseensuchvisualelementssucceedandfailintheevenmorecompetitiveairlineindustry.Ashospitalityprofessionals,werealizethatinorderto“standoutfromthecrowd”andtochallengeandsucceedagainstourcompetitors,weneedprofessionalseamlessservi

4、cesdeliveredbywelltrainedandwellmotivatedstaffandmanagement.Swiss-BelhotelInternationalisdeterminedtoensurethatwedistinguishourselvesfromotherhotelchains,largeandsmall,bydeliveringhighstandardprofessionalservicethroughstaffwhohavetotallyguestorientat

5、edattitudeandservice.HoweverwecannotachievesuchmotivationandattitudewithouttheeffortsandleadershipoftheGeneralManagers.Weareintheserviceandpeoplebusiness.Staffandmanagementarethemostcrucialelementinthesuccessofthehotelbusiness.Itisourobjectivetorefle

6、ctpositiveandfriendlyservicetoourguestsandtomaketheguestfeelthattheyareourNo1Priority.Generallywehavealreadydevelopedverypositiveteamsandstaffattitudes.Howevertomaintaintheseserviceandattitudestandardsrequiresconstanttraining,motivationandleadership.

7、“MyPriorityisYOU”campaignistherefreshercourseforusall.ThissixmonthcampaignthroughouttheSwiss-BelhotelInternationalGroupistobuildonthesolidfoundationthattheGrouphasbuiltoverthepast15years,andtoensureacontinuingimprovementinourserviceandattitude.Thesuc

8、cessofthiscampaignreliesonthesupport,leadershipandcommitmentofeveryGeneralManager.Theresultswillbereflectedintheprofitabilityofthehotelwithgreaterguestsatisfactionandgreat“wordofmouth”recommendationofyourhotelandSwiss-BelhotelInternational.Thiswillre