酒店员工培训课程.ppt

Make It Happen梦想成真;Make It Happen梦想成真 AGENDA 日程安排;Agenda 日程安排;Agenda 日程安排;Programme Objectives 课程目标;The Big Picture: Objective展示画卷－章节目标;Make it Happen梦想成真;CROWNE PLAZABRAND VALUES皇冠假日品牌价值观;;CAPABLE 能力 To best support our guests in making things happen, we must be anticipative, competent and efficient in our professional duties, and must understand basic business needs. 为了最好的帮助我们的客人“梦想成真”，我们必须 能够做到预计客人需求，在我们的专业领域能够胜 任并且高效的完成我们的工作，我们必须能够明白 客人的基本商务需求。;SENSITIVE 灵敏 We must understand that our guests are here to meet business objectives, so we have to be sensitive to their emotional needs. 我们必须明白客人来到我们酒店是因为他的商务需求，所以我们要对他的情感需求敏感。;SUPPORTIVE 支持 We have the infrastructure and people to back up our guests in their business operations. We provide them with all the essential ingredients for successful interactions. 我们需要拥有的基层员工和资源去支持客人的商务需求。 为了达到成功的互动，我们需要满足客人的基本需求。;TRUST 信任 All relationships are created on the basis of trust. And we must gain the trust of our guests by delivering on our promise. 所有的关系都建立在信任的基础之上，我们必须通过实现我们的承诺而获得客人的信任。;UNDERSTAND 理解 We are the people behind the scenes, working together with our guests, who are the real stars of the show. Our role is naturally one that is important, but as quiet and discreet as possible. 我们是幕后工作人员，为了使客人满意而通力合作。我们的客人，才是真正的舞台上的主角，我们的角色自然也很重要的，但是我们要尽量的小心谨慎。;Customer’s shoes;Consumer Insight 客人观点;CONSUMER INSIGTHT 客人观点;Business Traveler Needs 商务旅行者需要;Consumer Says: 客人说;So how are we different from the rest?那我们和其他酒店 有什么分别？; There are many meetings product, but no one does meetings well. Crowne Plaza will focus and dominate corporate meetings (formal and informal) as a Brand 市场上的会议产品并不少，但没???做的非常出色的。作为酒店品牌，皇冠将着眼于为公司的正式和非正式会议提供服务并在此领域占统治地位 “We are excellent at meetings,hence, we are an excellent business hotel” 在会议方面我们做得很成功，因此，我们是出色的商务酒店.;Brand Pyramid 品牌金字塔;Target Customers 目标客户;Characteristics　of　　　　　Thoughtful Achievers 深谋远虑的　　　　　　　　成功人