酒店经营观念—指导酒店经营活动的思想意识.pptVIP

酒店经营观念指导酒店经营活动的思想意识 利兹酒店为例 利兹简介 丽兹酒店是被称为“世界豪华酒店之父”的凯撒·丽兹于1898年创办的，已经与一百多年的历史。”就像一切始于世博一样，所有梦境都发生在丽兹。” The Ritz-Carlton的品牌历史源自1927年建立的Ritz-Carlton波士顿酒店，它树立了The Ritz-Carlton品牌酒店和渡假村延续至今的服务标准、餐饮和配套设施的基准。此后Cesar Ritz的服务哲学和创意重新定义了欧洲豪华酒店的奢侈体验。一直引领行业标准的The Ritz-Carlton酒店公司，已发展成为世界上著名的顶级豪华酒店管理公司。在国际高档酒店业，The Ritz-Carlton被公认为首屈一指的超级品牌。The Ritz-Carlton酒店公司始终承诺，以精益求精、品质高贵和杰出的服务、尊贵奢华的酒店设施与精致可意的美味佳肴服务他的每一位客人 利兹的市场竞争观念 1 顶级服务 2 以顾客为中心 3 创造市场 4 个性化服务 经营理念--Gold Standards Ritz-Carlton酒店为客人们提供一种独一无二的高雅环境与氛围，然而使它在竞争对手中卓然不群的，则是其背后的管理理念。The Ritz-Carlton的管理理念在它的“黄金标准”所表述的公司核心价值中得到了充分体现。 Gold Standards include: The CredoThe MottoThe Three Steps of ServiceService ValuesThe Employee Promise ? （一）The Credo 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. (二)Motto At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. ?（淑女与绅士为淑女与绅士服务 ） （三）Three Steps Of Service A warm and sincere greeting. Use the guest‘s name.（热情和真诚的问候 ） Anticipation and fulfillment of each guest‘s needs.（预见和满足每一位客人的需求 ） Fond farewell. Give a warm good-bye and use the guest‘s name. ?（告别.向客人热情地说再见,并称呼客人的名字. ） （四）Service Values: I Am Proud To Be Ritz-Carlton I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I understand my role in achieving the Key Success Factors, embracing Community footprints and creating The Ritz-Carlton Mystique. I continuously seek opportunitie