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ServiceCultureTraining[InsertNameHere]希尔顿华尔道夫品牌服务文化培训ppt课件DistinctlyWaldorf.....DistinctlyWaldorf.....BrandPillarsBRANDESSENCE:Timelessluxury;uniquelyreflectiveoftheheritageofeachlocationBRANDMISSION:Todiscerningtravelers,WaldorfAstoriaisthebrandofluxuryhotelsandresortsthatoffersauniqueserviceexperienceattheworld'slandmarkhotelsBRANDATTRIBUTES:UNPARALLEDSERVICE–"THEWALDORFTOUCH"AnticipatorytothehighestdegreePersonalizedtooccasionEnergeticandfriendlyyetunobtrusiveGenuineBETTERTHANHOMESophisticatedstyle&comfort,reflectingexquisitedesignGuestroomsthatfeellikeaprivateretreat,aspecialhomeAppointments&featuresforresidentialcomfortandeaseTechnology&access,enablingyoutoeasilydothethingsyouneedtoINSPIRATIONALENVIRONMENTEscaperealityandfeeltheexcitementofbeingintheworld'smostuniqueandmagicallocationsFilledwithexclusiveevents,specialoccasionsandtheambienceandinclusivenessofbeingapartofallofitwhilesimplybeingthereBrandPillarsBRANDESSENCE:TiAgendaUnparalleledServiceLeavingaLegacyAgendaAWeekendattheWaldorfValueofService-AWeekendattheWaldorfAverageRoomRate: $409.00LengthofStay(3nights):$1,227.00Taxes: $191.48TotalStayCost: $1,418.48WhatdoYOUexpectforthatpriceAWeekendattheWaldorfValueServiceCultureTrainingUnparalleledService希尔顿华尔道夫品牌服务文化培训ppt课件WhatdoesUnparalleledServicemeantoyou?WhatdoesServiceValuesAttitudeandStyleAnticipatoryEngagingResponsiveKnowledgeableOwnershipMemorableIntegrityTeamDiscretionPASSIONServiceValuesAttitudeandStyPassion Wepassionatelydedicateourselvestodeliveringanunparalleledserviceexperience–withoutfailPassion WepassionatelydedicaAttitudeandStyle Wereflecttheimageofourhotelatalltimes,impeccablygroomedandperfectlytailoredAttitudeandStyle WereflectAttitude&Style

ActivityCardsScenarioDiscussionAttitude&Style

ActivityCarAttitude&Style

ActivityCardsGroupDiscussionAttitude&Style

ActivityCarBodyLanguageConfidenceEyeContactTiredDon’tCareBodyLanguageConfidenceAnticipatory Weexcelatanticipatingguestneeds,deliveringanindividualandpersonalexperienceAnticipatory WeexcelatanticTypesofGuestsBusinessguestsVacation/LeisureguestsGuestsattendingconferencesormeetingsTypesofGuestsBusinessguestsAnticipatory

ActivityCardsScenarioDiscussionAnticipatory

ActivityCardsSceAnticipatory

ActivityCardsGroupDiscussionAnticipatory

ActivityCardsGroEngaging Weinitiateconnections,bothverballyandnon-verbally,alwaysactingandspeakingfirstEngaging WeinitiateconnectioTeamMember10Feet

5Feet

10-5RuleTeamMember10Feet

5Feet

10-5ConversationStarters

ActivityDivideintopairsONEMINUTEStartasmanyconversationsasyoucan!ConversationStarters

ActivitEngaging

RolePlayActivityDivideintopairsChooseTeamMember&GuestGuests–stepoutsidetheroomTeammembersSTAYINTHEROOMEngaging

RolePlayActivityDEngaging

ActivityCardsScenarioDiscussionEngaging

ActivityCardsScenariEngaging

ActivityCardsGroupDiscussionEngaging

ActivityCardsGroupDResponsive WeexhibitgenuineconcernandinterestforeverypersonResponsive WeexhibitgenuineResponsive

RolePlayActivityDivideintopairsChooseTeamMember&GuestGuests–stepoutsidetheroomTeammembersSTAYINTHEROOMResponsive

RolePlayActivitResponsive

ActivityCardGroupDiscussionResponsive

ActivityCardGroupServiceRecoveryStrongOpeningResolvetheIssueStrongClosingServiceRecoveryStrongOpeningLEARNListenEmpathizeAPOLOGIZEResolveNotifyLEARNListenFollowUpFollowUpKnowledgeable Wearewell-informedandconversantinallaspectsofourhotelandprofessionsKnowledgeable Wearewell-infoQuizWhendoeslaundryneedtobedowntobereturnedthesameday?Whatarethemainrestauranthours?Whattimeischeck-out?AguesthasaFedExpackagebeingdelivered.Wherecanhepickitup?WhatarethehoursoftheConciergeDesk?QuizWhendoeslaundryneedto “Letmefindoutforyou” “Letmefindoutforyou”Knowledgeable

ActivityCardGroupDiscussionKnowledgeable

ActivityCardGroOwnership WeaccepttheresponsibilitytoresolveallchallengesasourownOwnership WeaccepttheresponOwnership

RolePlayActivityDivideintopairsChooseTeamMember&GuestGuests–stepoutsidetheroomTeammembersSTAYINTHEROOMOwnership

RolePlayActivityOwnership

ActivityCardGroupDiscussionOwnership

ActivityCardGroupDMemorable Wecreateextraordinaryexperiences,positivememoriesandadesiretoreturnforourguestsMemorable WecreateextraordinMemorable

ActivityCardsScenarioDiscussionMemorable

ActivityCardsScenarMemorable

ActivityCardsGroupDiscussionMemorable

ActivityCardsGroupIntegrity Weactwithintegrityatalltimes,embracingthehighestcodesofethicsandconductIntegrity WeactwithintegritIntegrity

ActivityCardsScenarioDiscussionIntegrity

ActivityCardsScenarIntegrity

ActivityCardsGroupDiscussionIntegrity

ActivityCardsGroupTeam WevaluethecontributionsanduniquetalentsofeachofourfellowteammembersTeam WevaluethecontributionTeam

ActivityCardsScenarioDiscussionTeam

ActivityCardsScenarioDiTeam

ActivityCardsGroupDiscussionTeam

ActivityCardsGroupDiscuDiscretion Wemaintainappropriatelevelsofprivacy,formalityanddecorumDiscretion Wemaint

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