萬豪酒店管理理念

　　萬豪國(guó)際集團(tuán)(紐約證券交易所代號(hào)：MAR)是全球首屈一指的國(guó)際酒店管理公司，萬豪擁有遍布全球 74個(gè)國(guó)家和地區(qū)的超過4,000 家酒店和21 個(gè)品牌。接下來，小編為大家分享萬豪酒店管理理念，快來看看都有哪些吧!

　　1. 任何同事收到客人的投訴，都有責(zé)任盡力處理。運(yùn)用L.E.A.R.N.程序，在自己權(quán)利范圍內(nèi)盡力挽回客人的信心，按照跟進(jìn)程序來處理客人的投訴，確保對(duì)方稱心如意。

　　Any associate who receives a guest complaint "Owns" the complaint. Use the L.E.A.R.N. process to do everything in your power to never lose a guest. Follow guest response procedures to ensure that the guest is delighted.

　　2. 每位同事都有責(zé)任認(rèn)識(shí)和尊重客人的喜好，使客人在酒店期間得到體貼的服務(wù)。

　　It’s everyone’s responsibility to learn and honor our guests’ preferences so we can personalize their stay.

　　3. 笑臉迎人，親切招呼每位客人。以熱情有禮，和藹可親的態(tài)度與客人交談。盡可能用客人的名字來稱呼對(duì)方。緊記用適當(dāng)?shù)难赞o，避免使用俗語和酒店術(shù)語。

　　Smile and greet every guest. Speak to the guest in a warm, friendly and courteous manner. Use their name as often as possible. Always use appropriate vocabulary. Avoid slang and hotel jargon.

　　4. 感謝客人光臨，親切地向客人說再見，令他們臨離開之前對(duì)酒店留下溫馨難忘的好印象。

　　Thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive.

　　5. 預(yù)先估計(jì)客人的需要，靈活配合。貫徹"主動(dòng)待客"的原則，留心客人的神態(tài)，查顏辨色，以提供體貼周到的服務(wù)，令客人喜出望外。

　　Anticipate guest needs and be flexible In responding to them. Practice "Proactive Hospitality". Pick up on non-verbal cues to initiate personalized service and delight all guests.

　　6. 對(duì)本身的工作崗位了如指掌。參加所有工作需的培訓(xùn)課程。

　　Be knowledgeable about your job. Attend all training courses required for your position.

　　7. 我們?nèi)翰呷毫�，互相尊重，�?duì)待同事如同對(duì)待自已的家人和貴賓一樣。我們堅(jiān)守萬豪先生的信念："同事之間互相關(guān)懷照顧，必定能為客人提供更周到體貼的服務(wù)。"

　　We practice teamwork and treat each other with the same respect we afford our family and best guests. We adhere to Mr. Marriott’s belief that "If we take care of each other , we will be able to take better care of our guests."

　　8. 真誠(chéng)待客，體貼關(guān)懷，以確保客人不斷再來光顧是我們最重要的宗旨。對(duì)客人表現(xiàn)出真誠(chéng)熱情的態(tài)度，時(shí)刻全心全意的關(guān)注。

　　Genuine care and comfort of our guests to ensure their return is our highest mission . Display genuine and enthusiastic interest in the guest, and always pay complete attention.

　　9. 任何同事如看到設(shè)施的用品損毀或不足，都有責(zé)任向上級(jí)報(bào)告。

　　It is the responsibility of every associate to report defects in the hotel, including shortages of equipment and supplies.

　　10. 一絲不茍地執(zhí)行清潔標(biāo)準(zhǔn)，是每位同事的責(zé)任。所到之處均予清潔，包括前堂和后堂。

　　Uncompromising standards of cleanliness are everyone’s responsibility. Clean as you go. Both the Front of the House and the "Heart of the House".

　　11. 我們有一流的工作環(huán)境，所以請(qǐng)你不論是在公司內(nèi)外，都擔(dān)當(dāng)本酒店和公司的在大使。請(qǐng)勿批評(píng)公司，切勿在客面前抱怨。以積級(jí)的態(tài)度表達(dá)你對(duì)工作環(huán)境的關(guān)注。

　　This is a great place to work, so please always be an ambassador of your hotel and company, both in and outside of work. Avoid negative comments. Never complain in front of a guest. Express workplace concerns in a constructive manner.

　　12. 總是能夠認(rèn)出酒店的常客。

　　Always recognize repeat guests.

　　13. 對(duì)酒店的情況了如指掌，隨時(shí)能夠回答客人的問詢�？偸鞘紫韧扑]本酒店的餐飲服務(wù)。親自為客人引路，單是指出方向并不足夠。如果走不開，至少陪客人走幾步。

　　Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotel’s food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.

　　14. 遵守電話禮儀。自我介紹。盡快接聽，不要讓電話鈴聲聲響超過三聲。用適當(dāng)?shù)脑捳Z問候來電者。若要轉(zhuǎn)駁來電或要對(duì)方等候，必須先得到對(duì)方同意。盡量不要轉(zhuǎn)駁來電。

　　Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guest’s permission to transfer their call or place them on hold. Eliminate transfers when possible.

　　15. 遵守制服及儀容標(biāo)準(zhǔn)，包括佩帶自己的名牌，穿著大方得體的鞋襪。隨身攜帶"基本須知"卡。保持個(gè)人衛(wèi)生最為重要。

　　Follow uniform and appearance standards, including nametags, appropriate footwear and "The Basics" card. Personal hygiene is of the utmost importance.

　　16. 客人和同事的安全，是我們最關(guān)注的事項(xiàng)。了解在緊急情況時(shí)自己應(yīng)負(fù)的責(zé)任，并時(shí)刻警覺消防和救生程序。

　　The safety and security of our guests and associates is a top priority. Know your roles during emergency situations and be aware of fire and life safety response processes.

　　17.培養(yǎng)安全工作的習(xí)慣。遵守所有工作安全政策。一發(fā)現(xiàn)有事故，意外和危險(xiǎn)，立即向上級(jí)報(bào)告。

　　Practice safe work habits. Abide by all job safety policies. Immediately report incidents, accidents and hazards to your supervisor.

　　18. 保護(hù)和照顧酒店的財(cái)產(chǎn)。資源要用得其所。減少浪費(fèi)。確保妥善保養(yǎng)和維修酒店的物業(yè)和設(shè)施。

　　Protect and care for the assets of the hotel. Use our resources wisely. Eliminate waste . Ensure proper maintenance and repair of hotel property and equipment.

　　19. 了解本酒店和所屬部門的目標(biāo)。你有責(zé)任與同事分享你的意見和建議，盡你所能不斷提高營(yíng)業(yè)額、盈利、客人滿意程度和同事的士氣。

　　Know the goals of your department. It is your responsibility to share your ideas, Suggestions and energies to continuously improve sales, profit, guest satisfaction, and associate morale.

　　20. 你得到本酒店授權(quán)和信任，盡你所能處理客人的需要。必要時(shí)，應(yīng)請(qǐng)同事幫忙。思考如何以創(chuàng)新的方法說"是"。

　　You are empowered and trusted to handle guest needs and problems to the best of your ability. Seek assistance , if needed. Think of creative ways to say "Yes".

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