希尔顿 - 华尔道夫酒店品牌文化培训.ppt

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Knowledgeable We are well-informed and conversant in all aspects of our hotel and professions Quiz When does laundry need to be down to be returned the same day? What are the main restaurant hours? What time is check-out? A guest has a FedEx package being delivered. Where can he pick it up? What are the hours of the Concierge Desk? “Let me find out for you” KnowledgeableActivity Card Group Discussion Ownership We accept the responsibility to resolve all challenges as our own Ownership Role Play Activity Divide into pairs Choose Team Member Guest Guests – step outside the room Team members STAY IN THE ROOM OwnershipActivity Card Group Discussion Memorable We create extraordinary experiences, positive memories and a desire to return for our guests MemorableActivity Cards Scenario Discussion MemorableActivity Cards Group Discussion Integrity We act with integrity at all times, embracing the highest codes of ethics and conduct IntegrityActivity Cards Scenario Discussion IntegrityActivity Cards Group Discussion Team We value the contributions and unique talents of each of our fellow team members TeamActivity Cards Scenario Discussion TeamActivity Cards Group Discussion Discretion We maintain appropriate levels of privacy, formality and decorum Service Culture Training Leaving a Legacy leg?a?cy ? ????????????????????? [leg-uh-see] ????? a gift; a bequest 2. anything handed down from the past THANK YOU! * * * * * * * * * * Service Culture Training [Insert Name Here] Distinctly Waldorf..... Brand Pillars BRAND ESSENCE: Timeless luxury; uniquely reflective of the heritage of each location BRAND MISSION: To discerning travelers, Waldorf Astoria is the brand of luxury hotels and resorts that offers a unique service experience at the worlds landmark hotels BRAND ATTRIBUTES: UNPARALLED SERVICE – THE WALDORF TOUCH Anticipatory to the highest degree Persona