THREE STES OF SERVICE.docVIP

THREE STEPS OF SERVICE 1. A warm and sincere greeting. Use the guest’s name, if and when possible. 2. Anticipation and compliance with guest needs. 3. Fond Farewell. Give them a warm good-bye and use their names, if and when possible. 1、热情和真诚地问候宾客，如果可能的话，做到用宾客的名字问候客人；2、对客人的需求做好预期并积极地满足客人需要；3、亲切地送别，热情地说再见，如果可能的话，做到用宾客的名字向客人道别。 MOTTO 格言 “We are Ladies and Gentlemen, Serving Ladies and Gentlemen.” “我们是为女士和绅士提供服务的女士和绅士！”一是强调员工与宾客之间是平等的主人与客人之间的关系；二是饭店提供的是人对人的服务，不是机器对人的服务，强调服务的个性化与人情味。 CREDO 信条 The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambience.The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests. 对于里兹—卡尔顿酒店的全体员工来说，使宾客得到真实的关怀和舒适是其最高的使命。员工保证为宾客提供最好的服务和设施，使宾客始终享有热情、轻松和优美的环境与气氛。使宾客在里兹—卡尔顿酒店的经历充满愉快和幸福，甚至要尽量做到宾客未表达的愿望和需要都得到满足。 THE RITZ-CARLTON BASICS 基本准则1. The Credo will be known, owned and energized by all employees.1、 要做到使每一位员工都知道、拥有和履行酒店的信条；2. Our motto is: “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Practice teamwork and “lateral service” to create a positive work environment.2、我们的座右铭是：“我们是为女士和绅士提供服务的女士和绅士！”实施互相合作的团队工作和侧面（横向）服务，即员工互相联系沟通，来创造出一种积极的工作环境；3. The three steps of service shall be practiced by all employees.3、全体员工都应该遵循三步曲的服务程序；4. All employees will successfully complete Training Certification to ensure they understand how to perform to the Ritz-Carlton standards in their position.4、所有员工都成功地完成培训证书课程，来保证他们懂得如何在他们自己的岗位上履行里兹—卡尔顿酒店的标准；5. All employees will successfully understand their work area and Hotel goals as established in each strategic plan.5、每一位员工要掌握制定每一份战略计划里的有关他们的工作范围和酒店目标；6. All employees will know the needs of their internal and external customers (guests and employees) so that we may deliver the products and se