香格里拉酒个店员工奖励方案.docVIP

Customer Delight Program 2005 (revised) Item English Chinese Name of the Program Customer Delight Program(CDP) 令客人喜出望外计划 Three levels of the membership “Silver Club” Customer Delight Team “Gold Club” The Premier Club “Diamond Club” The CEO Club 银奖 令客人喜出望外团队 金奖 精英俱乐部 钻石奖 首席俱乐部 Eligibility Target: -Permanent, Casual, Part time and Trainee -Management and Non-management -Front and back of the House 参加对象：-正式工，临时工，钟点工及实习生 -管理层和非管理层 -前台和后台 Qualification to be the member of “Silver Club” For Front of House Staff: 3 Customer Delight Cards from guests within 1 month ( All nominations should have specific examples). 3 nominations in the We Value Your Opinion “Customer Delight Program” within 1 month (All nominations should have specific examples). 1 Good Things I Hear from GM within 1 month. 1 Staff Suggestion accepted by hotel within 1 month. For Back of House Staff: Two Moment of Truth Cards within 1 month. Hotel EXCOM member is required to give at least one card per week to BOH staff who has shown excellent service attitude (except their own dept staff). And submit to HR department through Lotus Note as soon as possible (to facilitate record keeping) 1 “Good Things I Hear” letter from GM within 1 month. 1 Staff Suggestion accepted by hotel within 1 month. 前台员工： “令客人喜出望外卡”每月三次提名(须有具体事例) 在“我们重视您的宝贵意见”的“令客人喜出望外”一栏中每月三次提名（须有具体事例） 每月由总经理提名一次的好人好事 每月一次提名并被饭店采纳的员工建议 后台员工： 每月获得两张致意卡. 每位饭店行政管理委员会成员每周将至少一张致意卡发给后台部门的优秀员工 (本部门员工除外)，通过邮件形式及时发送给人力资源部以便记录保存 每月由总经理提名一次的好人好事 每月一次提名并被饭店采纳的员工建议 Upgrade (FOH) From Silver Club member to Gold Club member: From Gold Club member to Diamond Club member: Achieved Silver Club member 3 times in a year Achieved Silver Club member 8 times in a year and approved by GM 从银奖级成员升为金奖级成员： 一年内三次成为银奖级成员 从金奖级成员升为钻石奖级成员(由总经理认可) ： 一年内八次成为银奖级成员 Upgrade (BOH) From Silver Club member to Gold Club member: From Gold Club member to Diamond