SEE Shanghai Prog Jan 04[中英文1].pptVIP

Rendezvous Hotel International龙都国际酒店管理集团 Welcome to Service Excellence Everytime (S.E.E) Programme 欢迎来到 每分每秒优质服务 培训计划 Introduction The “SEE” (Service Excellence Everytime) training program has been developed to support Rendezvous Hotel International’s Vision for Service Excellence. At Rendezvous we really want to SEE our guests. “每分每秒优质服务”培训计划是龙都国际酒店集团为了支持优质的服务的标准而发展的。在龙都，我们希望能为顾客提供每分每秒的优质服务。 The purpose of the “SEE” Program is to maintain a high level of service and exceed the expectations of our guests. ‘每分每秒优质服务’计划是为了向顾客提供高水准的服务并能超出他们的期望。 Our Vision我们的理念 To be the hotel of choice wherever we operate, by total commitment to quality service that exceeds our guests expectations and which is productive in outcomes. 优质服务是龙都国际酒店集团及其所管辖之酒店的核心理念。其中心内容是： ?无论我们在任何地方经营管理酒店，我们承诺提供优质的服务，以超越客人之期望，并同时产生效果，使酒店成为客人必然之选择。 Philosophy每分每秒优质服务的哲学 Provide commitment to Service Excellence Every Time to our guests. 承诺为顾客提供每分每秒服务 To genuinely value our guests, they are critical to our success. 真正衡量客人之价值，他们对我们的成功至关重要 To respect, listen and respond to internal and external customers. 尊敬、聆听及积极反应内部及外部的顾客 Be committed to building a service excellence culture 承诺营造优质服务的文化 The SEE programme is divided into six parts :每分每秒优质服务计划包含6方面内容 S.E.E is about each person in the team working together to deliver service excellence to every guest who has experienced a Rendezvous Hotel. 每分每秒优质服务的宗旨是依靠全体员工的团队合作为每一个在龙都入住或消费的客人提供优质服务的体验。 Identifying The Customer (Internal and External) 识别客人（内部或外部） Managing Guests Expectations 判别客人期望 “No Limits” Person 个人“无限服务” Moments of Truth (Positive experience) 接触时刻（积极的经验） Handling Guest Complaints 处理客人投诉 Delivering Excellent Service 传递优质服务 Excellent Customer Service Reasons to deliver excellent customer service : 传递优质服务的理由： Good service turns new customers into repeat customers. 好的服务使新客户成为老客户（回头客） Good service also makes customers happy!好的服务令顾客开心 Happy customers are much easier to deal with than irate customers. ü???