文华东方酒店 服务使命，主人翁精神1.0 LQE Part 1. Taking Ownership Bilingual.ppt

* * * * * * * * * * * * * * * * * * * * * * * * * * 现代服务史上的传奇‘A Legend in Our Times’ LQE 培训单元一 服务使命，主人翁精神 LQE Training Module 1 Taking Ownership 现代服务史上的传奇‘A Legend in Our Times’ 相信无限可能，才能创造优质服务 When it comes to delivering exceptional service, nothing is beyond the realm of possibility 希望创造现代服务史上的传奇，人人颂赞 We want to create a modern day legend about our service that people talk about 目标Objectives 阐述为什么文华东方具有优质服务体验State why Mandarin Oriental has Legendary Quality Experience standards 阐述酒店如何运用优质服务体验标准来衡量其承诺 State how the company measures compliance with LQE standards 解释部门优质服务格言和11条优质服务格言的区别Explain the difference between LQE’s and Pillars 列出3个关于‘主人翁精神’的服务格言List the three Pillars concerned with ‘taking ownership’ 如何在日常工作中运用这些服务格言Demonstrate how to deliver these Pillars in your daily job 客人和同事的体验The Guest & Colleague Experience 远景Our Vision 任务Our Mission 文华东方的业务守则 Our Guiding Principles 取悦之道Our Company D.E.L.I.G.H.T. 优质服务体验 Legendary Quality Experiences (LQEs) 这些词是什么意思？What do the words mean? 传奇 Legendary 优质 Quality 体验 Experiences （服务格言） PILLARS OF SERVICE （共11条；应用于所有员工） There are 11 Apply to all Colleagues （部门优质服务体验） DEPARTMENTAL LQE’s （共209条，以各部门划分） There are 209 Divided by Departments 优质服务体验 Legendary Quality Experience (LQE) LQE 优质服务体验Legendary Quality Experience 确保客人在酒店任何一个角落都能有开心愉快的体验。Assure that each guest, in each transaction, in each hotel, has a positive hospitality experience. 不论客人到世界任何一家文华东方酒店都同样获得称心满意的体验。No matter where the guest visits us in the globe – Asia, Europe, the Americas, they experience a consistency which delights and satisfies. 无论哪位酒店员工服务客人时，客人都同样能享有宾至如归的款待。No matter who is serving the guest within a department or hotel, the guest receives consistent hospitality. 优质服务体验格言一LQE Pillar 1 我们会经常在表现上反映出集团的任务，远景及价值观，并注重我们具东方色彩的传统。 We will constantly act in a manner which reflects our mission, vision and values, and be ever mindful of our oriental heritage 远景和任务Vision & Mission “我们的目标是被广泛认同为全世界最豪华的酒店集团，每一文华东方酒店都提供卓越及令客人完全称心满