_瑞雅国际MY PRIORITY IS YOU培训手册.docVIP

TRAINING MANUAL TABLE OF CONTENTS 1. OBJECTIVE 3 2. WHY “MY PRIORITY IS YOU”? 3 3. CAMPAIGN PLAN 4 4. TRAINING 5 5. STAFF, MANAGEMENT AND GUESTS’ INVOLVEMENT 6 Employees 6 Management 6 Guests 7 6. EVALUATION PROCESS 7 7. PUBLIC RELATIONS 8 8. APPENDIX 9 MESSAGE FROM THE PRESIDENT Dear General Managers, The hospitality industry has become extremely competitive and this will further intensify with globalisation. Service and staff attitude are the distinguishing characteristic in hotels and we have seen such visual elements succeed and fail in the even more competitive airline industry. As ho