喜来登酒店新员工入职培训教程课件》(45页).pptVIP

Renowned Hotel Brands 驰誉世界的品牌 Definition of a Brand品牌的定义 A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一种具有连贯性的产品或服务,由此可取得较高的定价和忠诚度 Opportunities for Consistency保持一致性的机会 Cleanliness清洁 Speed and efficiency of check-in and check-out入店登记/离店手续的快捷 Friendly, knowledgeable, and responsive associates友善、富有知识和反应敏捷的员工 Defining the Sheraton Brand品牌定义的范例-喜来登 Operational Excellence 优异经营 Warm Caring Brand 热诚和关爱的品牌 Largest most recognized brand 最大和最受认可的品牌 SPG (Starwood Preferred Guest) 喜达屋优先顾客计划 Caring Service 关爱服务.. What is Operational Excellence 什么是喜来登的优异经营? Operational Excellence优异经营 Efficient service 有效的服务 Consistent quality 一贯的品质 Good value 物有所值 The Hotel Guest Example - Sheraton 酒店的宾客 - 喜来登 1. Male 男性 2. 45 45岁 3. Married 已婚 4. Over $100,000 收入：10万美元以上.. The Service-Profit Chain 服务-利润关系链 Associate Satisfaction 同事满意 Guest Satisfaction 客人满意 Revenue Growth收入增长 Starwood Cares喜达屋关爱 Spirit of Service Excellence 优质服务精神 Starwood Cares喜达屋关爱 我们服务文化的“核心” The “Core” of our Service Culture 树干 Tree Trunk 其它所有一切的基础 The basis for everything else Starwood Cares - Goals喜达屋关爱-目标 提供工具和培训以确保对客人持续一贯和关爱的服务。 Provide tools training to deliver warm, consistent and caring service to our guests. Starwood Cares - Goals喜达屋关爱-目标 不断提高客人满意程度 Continuously Improve Guest Satisfaction Starwood Cares - Goals喜达屋关爱-目标 不断提高同事满意程度 Continuously Improve Associate Satisfaction Key Focus 焦点 Outstanding Care for our Business 关爱酒店经营 Outstanding Care for our Guests 关爱宾客 Outstanding Care for our Associates 关爱同事 Starwood Cares – Measur