实用手册--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 hospitality professionals, we realize that in order to “stand out from the crowd” and to challenge and succeed against our competitors, we need professional seamless services delivered by well trained and well motivated staff and management. Swiss-Belhotel International is determined to ensure that we distinguish ourselves from other hotel chains, large and small, by delivering high standard professional service through staff who have totally guest orientated attitude and service. However we cannot achieve such motivation and attitude without the efforts and leadership of the General Managers. We are in the service and people business. Staff and management are the most crucial element in the success of the hotel business. It is our objective to reflect positive and friendly service to our guests and to make the guest feel that they are our No1 Priority. Generally we have already developed very positive teams and staff attitudes. However to maintain these service and attitude standards requires constant training, motivation and leadership. “My Priority is YOU” campaign is the refresher course for us all. This six month campaign throughout the Swiss-Belhotel International Group is to build on the solid foundation that the Group has built over the past 15 years, and to ensure a continuing improvement in our service and attitude. The success of this