文華東方酒店 服務(wù)使命，主人翁精神1.0 lqe part 1. taking ownership bilingual

1、現(xiàn)代服務(wù)史上的傳奇‘A Legend in Our Times’,LQE 培訓(xùn)單元一服務(wù)使命，主人翁精神LQE Training Module 1Taking Ownership,現(xiàn)代服務(wù)史上的傳奇‘A Legend in Our Times’,相信無(wú)限可能，才能創(chuàng)造優(yōu)質(zhì)服務(wù) When it comes to delivering exceptional service, nothing is beyond

2、the realm of possibility希望創(chuàng)造現(xiàn)代服務(wù)史上的傳奇，人人頌贊 We want to create a modern day legend about our service that people talk about,目標(biāo)Objectives,闡述為什么文華東方具有優(yōu)質(zhì)服務(wù)體驗(yàn)State why Mandarin Oriental has Legendary Quality Experience sta

3、ndards闡述酒店如何運(yùn)用優(yōu)質(zhì)服務(wù)體驗(yàn)標(biāo)準(zhǔn)來(lái)衡量其承諾 State how the company measures compliance with LQE standards 解釋部門(mén)優(yōu)質(zhì)服務(wù)格言和11條優(yōu)質(zhì)服務(wù)格言的區(qū)別Explain the difference between LQE’s and Pillars列出3個(gè)關(guān)于‘主人翁精神’的服務(wù)格言List the three Pillars concerned wi

4、th ‘taking ownership’如何在日常工作中運(yùn)用這些服務(wù)格言Demonstrate how to deliver these Pillars in your daily job,客人和同事的體驗(yàn)The Guest & Colleague Experience,這些詞是什么意思？What do the words mean?,傳奇 Legendary優(yōu)質(zhì) Quality體驗(yàn) Experiences,（服務(wù)

5、格言）PILLARS OF SERVICE（共11條；應(yīng)用于所有員工）There are 11Apply to all Colleagues,（部門(mén)優(yōu)質(zhì)服務(wù)體驗(yàn)）DEPARTMENTAL LQE’s（共209條，以各部門(mén)劃分）There are 209Divided by Departments,優(yōu)質(zhì)服務(wù)體驗(yàn)Legendary Quality Experience (LQE),LQE,優(yōu)質(zhì)服務(wù)體驗(yàn)Legendary

6、Quality Experience,確?？腿嗽诰频耆魏我粋€(gè)角落都能有開(kāi)心愉快的體驗(yàn)。Assure that each guest, in each transaction, in each hotel, has a positive hospitality experience. 不論客人到世界任何一家文華東方酒店都同樣獲得稱(chēng)心滿意的體驗(yàn)。No matter where the guest visits us in the glo

7、be – Asia, Europe, the Americas, they experience a consistency which delights and satisfies. 無(wú)論哪位酒店員工服務(wù)客人時(shí)，客人都同樣能享有賓至如歸的款待。No matter who is serving the guest within a department or hotel, the guest receives consistent h

8、ospitality.,優(yōu)質(zhì)服務(wù)體驗(yàn)格言一LQE Pillar 1,我們會(huì)經(jīng)常在表現(xiàn)上反映出集團(tuán)的任務(wù)，遠(yuǎn)景及價(jià)值觀，并注重我們具東方色彩的傳統(tǒng)。 We will constantly act in a manner which reflects our mission, vision and values, and be ever mindful of our oriental heritage,遠(yuǎn)景和任務(wù)Vision &

9、 Mission,“我們的目標(biāo)是被廣泛認(rèn)同為全世界最豪華的酒店集團(tuán)，每一文華東方酒店都提供卓越及令客人完全稱(chēng)心滿意的服務(wù)。集團(tuán)的發(fā)展策略是成功地達(dá)致經(jīng)營(yíng)10, 000間客房并于世界主要商業(yè)中心及休閑旅游點(diǎn)擴(kuò)展板圖。Our vision is to be widely recognized as the best luxury hotel group in the world, providing exceptional cust

10、omer satisfaction in each of our hotels. The growth strategy of our Group is to successfully operate 10,000 rooms while continuing to expand our presence in major business centres and key leisure destinations around th

11、e world 我們的任務(wù)是:令客人完全稱(chēng)心滿意，我們承諾每天努力尋求一些突破，繼續(xù)做得更好，務(wù)求令我們保持最佳的表現(xiàn)。Our mission is to completely delight and satisfy our guests; we are committed to making a difference everyday, continually getting better to keep us the best,

12、文華東方的業(yè)務(wù)守則Our Guiding Principles,令客人稱(chēng)心滿意 Delighting Our Guests與同僚緊密合作 Working Together as Colleagues營(yíng)造積極投入的氣氛 Promoting a Climate of Enthusiasm做到最好 Being the Best保障股東權(quán)益 Delivering Shareholder Value遵守規(guī)則 Playing by th

13、e Rules盡心盡責(zé) Acting with Responsibility,成功的品牌A Successful Brand,是客人對(duì)酒店的感觀 A brand is how a company is perceived by its customers是客人對(duì)酒店的相關(guān)印象及價(jià)值的定位 A brand is the associations and values that customers place on the busin

14、ess 能讓人自然聯(lián)想到酒店品牌概念 It is a set of principles that are subconsciously understood by anyone who comes in contact with a company需長(zhǎng)時(shí)間建立 A brand usually takes time to build,優(yōu)質(zhì)服務(wù)體驗(yàn)格言五LQE Pillar 5,我們會(huì)對(duì)客人的要求和需要負(fù)責(zé)，使客人不必再次復(fù)述 。

15、We will take ownership of each guest request or need to ensure that guests do not have to repeat themselves.,同心協(xié)力Teamwork,溝通流程Communication Chain,Mrs Lee in Room 757 has asked for a car at 7.15 p.m. to take her to 570

16、 Andover Street. She’d like the car to wait and then take her on to 978 Pickering Place. Her son, Andrew, will be arriving in 15 minutes to go with her. She asks that we call her when he arrives. 757房，李太太于早前向酒店職員要求租用酒店汽

17、車(chē)，并于晚上7點(diǎn)15分把她送往雪敞街。她同時(shí)也要求汽車(chē)在雪敞街停滯一下后再前往北京道一號(hào)。她的兒子，安德魯，將于15分鐘內(nèi)到酒店和她匯合一同前往雪敞街。最后，李太太要求當(dāng)她兒子到達(dá)時(shí)酒店，要致電通知她。,優(yōu)質(zhì)服務(wù)體驗(yàn)格言七LQE Pillar 7,為使客人感到驚喜，我們會(huì)記下客人的喜好，并盡量采取相應(yīng)的行動(dòng)取悅客人。We will record guest preferences in order to surprise and d

18、elight our guests and ensure that their preferences are acted upon appropriately whenever possible.,喜好A Preference,喜好…喜歡或不喜歡A preference…is a like or dislike 我們比較喜歡…Something we prefer over something else 例如:（比較喜歡羽毛

19、枕) …. e.g. feather down pillows instead of foam pillows,（或比較喜歡泡沫飲料）or sparkling water rather than still water ,（客人非常喜歡芒果）a guest really likes mangoes,以客為先Guest Centred,以客為先— 令客人稱(chēng)心滿意的服務(wù) Guest-centred – a

20、 service that is personal, passionate and surprising. 任何時(shí)候，我們都要以客人喜好為宗旨，為客人提供稱(chēng)心滿意的服務(wù)，讓客人重溫文華東方熱情洋溢的待客之道。On every occasion, our aim is to provide guest-centred service, one that is personal and passionate that creates

21、moments of delight and welcomes you back to the warmth that is Mandarin Oriental.,確定客人喜好Identifying Preferences,聆聽(tīng)! Listen to what the guest may request or say詢問(wèn)! Ask appropriate questions觀察! Observe them attentively,

22、聆聽(tīng) Listening,聆聽(tīng) Listening（您們有非吸煙房嗎？我對(duì)煙霧極度過(guò)敏, 它會(huì)讓我頭痛。）“Do you have a non smoking room please. I am very allergic to the smell of smoke. It gives me headaches選用適當(dāng)問(wèn)題 Asking Appropriate questions“Smith 先生, 您早上習(xí)慣讀哪份報(bào)紙

23、呢？”“Mr Smith, what newspaper do you prefer in the morning”?,例子Examples,細(xì)心觀察 Observing Attentively一位客房服務(wù)員清潔Schuetter 先生入住的110號(hào)房。 她連續(xù)2天發(fā)現(xiàn)客人只用一個(gè)枕頭，而且是只用左邊的軟枕頭。A Room Attendant cleans room 110, occupied by Mr Schuetter.

24、 It is the 2nd day in a row that the Room Attendant has noticed that the guest only sleeps on one pillow, the softer one, and always on the left hand side of the bed.,客人檔案 Guest History,每一位入住我們酒店的客人都在我們酒店的管理系統(tǒng)有顧客記錄。

25、 Every guest who stays in our hotel has a guest history record in our Property Management SystemSMS系統(tǒng)可以記錄客人的大量資料，包括客人的喜好。 The SMS can store lots of information about a guest

26、, including their preferences.,信息記錄Keeping Us Informed,顧客喜好表格 Guest Preference Forms顧客喜好熱線 Guest Preference Hotline,優(yōu)質(zhì)服務(wù)體驗(yàn)之實(shí)踐 LQEs in Action,播放DVD第一部分DVD Segment 1,您