香格里拉酒店总则.pptVIP

Customer Delight program 令客人喜出望外活动 什么是“令客人喜出望外”活动？What is the program about ？ “使客人喜出望外”活动是一项奖励计划，它旨在表彰和奖励为了达到使客人喜出望外而付出额外努力的员工。 Customer Delight Program is a recognition program that shows appreciation and awards employee who go the “extra mile “ to delight customers 为什么开展这个活动？Why promote this program？ 在我们的工作中使客人喜出望外是我们事业 成功的法宝，我们要继续保持和发扬这种工 作热情和工作表现。 Make Customer Delighted in ours work is the magic key which our enterprise succeeds, we must continue to maintain and to carry forward this kind of work enthusiasm and the work performance. 哪些员工可以参加这个活动？Who is eligible ？ 全体员工 管理人员以及非管理人员 一线员工以及二线员工 正式员工以及临时员工 All Employee Both management non – management Both front – of – the – house and heart – of – the – house Both full – time and part – time “使客人喜出望外”活动有哪几个奖项？What about prizes? 1.月度使客人喜出望外团队； Monthly Customer Delight Team 2.高级俱乐部 Premier Club 3.最高级俱乐部 CEO Club 4.季度最佳服务团队奖 The Best Team of the Quarter 如何了解员工的“额外努力”？How could we acknowledge staff “extra mile”？ 1.感谢函 Appreciation Note 这是在酒店内员工之间表达谢意时使用的表格。 如有需要，你可以到人力资源部领取。 2. 致谢卡 Salute Cards 这是供外部客人填写的表格，它放在客人能看到及拿取的区域，例如：前台的柜台、餐厅的等候区等等。 3.客人意见表 We Value Your opinion 这是放在客房内给住店客人填写的表格。 4. 我听到的好人好事 Good Things I Hear 这张表格由部门总监填写，然后提交总经理或副总经理签名认可 5. 员工意见 Staff Suggestion Scheme 如何了解员工的“额外努力”？How could we acknowledge staff “extra mile”？ 1. Appreciation Note Heart of the house customers use this form in order to expresses gratitude . If has the need, you may arrive the HR department to receive. 2. Salute Cards Front of the house Customers use this form , it places the customers to be able to see and takes the area which takes, for example the front desk , the waiting area and so on . 3. We Value Your opinion This form places in guest room for customers