希尔顿华尔道夫品牌服务文化培训ppt课件.ppt

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1、Service Culture TrainingInsert Name Here,Distinctly Waldorf.,Brand Pillars,BRAND ESSENCE: Timeless luxury; uniquely reflective of the heritage of each location,BRAND ATTRIBUTES:,UNPARALLED SERVICE THE WALDORF TOUCHAnticipatory to the highest degreePersonalized to occasionEnergetic and friendly yet u

2、nobtrusiveGenuine,BETTER THAN HOMESophisticated style & comfort, reflecting exquisite designGuestrooms that feel like a private retreat, a special homeAppointments & features for residential comfort and easeTechnology & access, enabling you to easily do the things you need to,INSPIRATIONAL ENVIRONME

3、NTEscape reality and feel the excitement of being in the worlds most unique and magical locationsFilled with exclusive events, special occasions and the ambience and inclusiveness of being a part of all of it while simply being there,AgendaUnparalleled ServiceLeaving a Legacy,A Weekend at the Waldor

4、f,Value of Service - A Weekend at the WaldorfAverage Room Rate: $409.00Length of Stay (3 nights): $1,227.00Taxes: $191.48Total Stay Cost: $1,418.48What do YOU expect for that price,Service Culture TrainingUnparalleled Service,What does Unparalleled Service mean to you?,Service Values,Attitude and St

5、yleAnticipatoryEngagingResponsiveKnowledgeable,OwnershipMemorableIntegrityTeamDiscretion,PASSION,Passion,We passionately dedicate ourselves to delivering an unparalleled service experience without fail,Attitude and Style,We reflect the image of our hotel at all times, impeccably groomed and perfectl

6、y tailored,Attitude & Style Activity Cards,Scenario Discussion,Attitude & Style Activity Cards,Group Discussion,Body Language,ConfidenceEye ContactTiredDont Care,Anticipatory,We excel at anticipating guest needs, delivering an individual and personal experience,Types of Guests,Business guestsVacatio

7、n/Leisure guestsGuests attending conferences or meetings,AnticipatoryActivity Cards,Scenario Discussion,AnticipatoryActivity Cards,Group Discussion,Engaging,We initiate connections, both verbally and non-verbally, always acting and speaking first,Team Member,10 Feet,5 Feet,10-5 Rule,Conversation Sta

8、rters Activity,Divide into pairsONE MINUTEStart as many conversations as you can!,Engaging Role Play Activity,Divide into pairsChoose Team Member & GuestGuests step outside the roomTeam members STAY IN THE ROOM,EngagingActivity Cards,Scenario Discussion,EngagingActivity Cards,Group Discussion,Respon

9、sive,We exhibit genuine concern and interest for every person,Responsive Role Play Activity,Divide into pairsChoose Team Member & GuestGuests step outside the roomTeam members STAY IN THE ROOM,ResponsiveActivity Card,Group Discussion,Service Recovery,Strong OpeningResolve the IssueStrong Closing,LEA

10、RN,ListenEmpathizeAPOLOGIZEResolveNotify,Follow Up,Knowledgeable,We are well-informed and conversant in all aspects of our hotel and professions,Quiz,When does laundry need to be down to be returned the same day?What are the main restaurant hours?What time is check-out? A guest has a FedEx package b

11、eing delivered. Where can he pick it up?What are the hours of the Concierge Desk?,“Let me find out for you”,KnowledgeableActivity Card,Group Discussion,Ownership,We accept the responsibility to resolve all challenges as our own,Ownership Role Play Activity,Divide into pairsChoose Team Member & Guest

12、Guests step outside the roomTeam members STAY IN THE ROOM,OwnershipActivity Card,Group Discussion,Memorable,We create extraordinary experiences, positive memories and a desire to return for our guests,MemorableActivity Cards,Scenario Discussion,MemorableActivity Cards,Group Discussion,Integrity,We a

13、ct with integrity at all times, embracing the highest codes of ethics and conduct,IntegrityActivity Cards,Scenario Discussion,IntegrityActivity Cards,Group Discussion,Team,We value the contributions and unique talents of each of our fellow team members,TeamActivity Cards,Scenario Discussion,TeamActivity Cards,Group Discussion,Discretion,We maintain appropriate levels of privacy, formality and decorum,Service Culture TrainingLeaving a Legacy,legacy leg-uh-see,a gift; a bequest2. anything handed down from the past,THANK YOU!,