万豪酒店管理理念

万豪酒店管理理念万豪国际集团（纽约证券交易所代号：MAR）是全球首屈一指的国际公司，万豪拥有遍布全球74个国家和地区的超过4,000家酒店和21个品牌。接下来，为大家分享万豪酒店管理理念，快来看看都有哪些吧!任何同事收到客人的投诉，都有责任尽力处理。运用L.E.A.R.N.程序，在自己权利范围内尽力客人的信心，按照跟进程序来处理客人的投诉，确保对方满意如意。Anyassociatewhoreceivesaguestplaint"Owns"theplaint.UsetheL.E.A.R.N.processtodoeverythinginyourpowertoneverloseaguest.Followguestresponseprocedurestoensurethattheguestisdelighted.每位同事都有责任认识和尊重客人的喜好，使客人在酒店期间得到体贴的效劳。It'severyone'sresponsibilitytolearnandhonorourguests'preferencessowecanpersonalizetheirstay.笑脸迎人，亲切招呼每位客人。以热情有礼，和蔼可亲的态度与客人交谈。尽可能用客人的名字来称呼对方。紧记用适当的言辞，防止使用俗语和酒店术语。Smileandgreeteveryguest.Speaktotheguestinawarm,friendlyandcourteousmanner.Usetheirnameasoftenaspossible.Alwaysuseappropriatevocabulary.Avoidslangandhoteljargon.感谢客人光临，亲切地向客人说再见，令他们临离开之前对酒店留下温馨难忘的好印象。Thanktheguestfortheirbusinessandbidthemafondfarewell.Maketheirlastimpressionofthehotelwarmandpositive.预先估计客人的需要，灵活配合。贯彻"主动待客"的原那么，留心客人的神态，查颜辨色，以提供体贴周到的效劳，令客人喜出望外。AnticipateguestneedsandbeflexibleInrespondingtothem.Practice"ProactiveHospitality".Pickuponnonverbalcuestoinitiatepersonalizedserviceanddelightallguests.对本身的工作岗位了如指掌。参加所有工作需的培训课程。Beknowledgeableaboutyourjob.Attendalltrainingcoursesrequiredforyourposition.我们群策群力，互相尊重，对待同事如同对待自已的家人和贵宾一样。我们坚守万豪先生的信念："同事之间互相关心照顾，必定能为客人提供更周到体贴的效劳。"Wepracticeteamworkandtreateachotherwiththesamerespectweaffordourfamilyandbestguests.WeadheretoMr.Marriott'sbeliefthat"Ifwetakecareofeachother,wewillbeabletotakebettercareofourguests."真诚待客，体贴关心，以确保客人不断再来光临是我们最重要的宗旨。对客人表现出真诚热情的态度，时刻全心全意的关注。Genuinecareandfortofourgueststoensuretheirreturnisourhighestmission.Displaygenuineandenthusiasticinterestintheguest,andalwayspaypleteattention.任何同事如看到设施的用品损毁或缺乏，都有责任向上级报Itistheresponsibilityofeveryassociatetoreportdefectsinthehotel,includingshortagesofequipmentandsupplies.一丝不苟地执行清洁标准，是每位同事的责任。所到之处均予清洁，包括前堂和后堂。Unpromisingstandardsofcleanlinessareeveryone'sresponsibility.Cleanasyougo.BoththeFrontoftheHouseandthe"HeartoftheHouse".我们有一流的工作环境，所以请你不管是在公司内外，都担当本酒店和公司的在大使。请勿批评公司，切勿在客面前抱怨。以积级的态度表达你对工作环境的关注。Thisisagreatplacetowork,sopleasealwaysbeanambassadorofyourhotelandpany,bothinandoutsideofwork.Avoidnegativements.NeverplaininfrontofaguestExpressworkplaceconcernsinaconstructivemanner.总是能够认出酒店的常客。Alwaysrecognizerepeatguests.对酒店的情况了如指掌，随时能够答复客人的问询。总是首先推荐本酒店的餐饮效劳。亲自为客人引路，单是指出方向并缺乏够。如果走不开，至少陪客人走几步。Beknowledgeableabouthotelinformationtoanswerguestinquiries.Alwaysremendthehotel'sfoodandbeverageoutletsfirst.Escortguestsratherthanpointingoutdirections.Whenthisisnotpossible,taketheguestthefirstthreesteps.遵守礼仪。自我介绍。尽快接听，不要让铃声声响超过三声。用适当的话语问候来电者。假设要转驳来电或要对方等候，必须先得到对方同意。尽量不要转驳来电。Followtelephoneetiquette.Introduceyourself.Alwaysanswerwithinthreerings.Useappropriategreetings.Alwaysrequesttheguest'spermissiontotransfertheircallorplacethemonhold.Eliminatetransferswhenpossible.遵守制服及仪容标准，包括佩带自己的名牌，穿着大方得体的鞋袜。随身携带"根本须知"卡。保持个人卫生最为重要。Followuniformandappearancestandards,includingnametags,appropriatefootwearand"TheBasics"card.Personalhygieneisoftheutmostimportance.客人和同事的平安，是我们最关注的事项。了解在紧急情况时自己应负的责任，并时刻警觉消防和救生程序。Thesafetyandsecurityofourguestsandassociatesisatoppriority.Knowyourrolesduringemergencysituationsandbeawareoffireandlifesafetyresponseprocesses.培养平安工作的习惯。遵守所有工作平安政策。一发现有事故，意外和危险，立即向上级报告。Practicesafeworkhabits.Abidebyalljobsafetypolicies.Immediatelyreportincidents,aidentsandhazardstoyoursupervisor.保护和照顾酒店的财产。资源要用得其所。减少浪费。确保妥善保养和酒店的物业和设施。Protectandcarefortheassetsofthehotel.Useourresourceswisely.Eliminatewaste.Ensurepropermaintenanceandrepairofhotelpropertyandequipment.了解本酒店和所属部门的目标。你有责任与同事分享你的意见和建议，尽你所能不断提高营业额、盈利、客人满意程度和同事的士气。Knowthegoalsofyourdepartment.Itisyourresponsibilitytoshareyourideas,Suggestionsandenergiestocontinuouslyimprovesales,profit,guestsatisfaction,andassocia