How to make every new hotel, \seven \
in the last century the late 80s and early 90s, with the chain of new hotels have been established, \Without following the complete process,UGGs, this procedure has also been further consolidated. Standardized management model has not only brought greater efficiency, but also for hoteliers to reduce the heavy burden, so that everything is conducted in an orderly manner.
opening in front of the hotel in the new \In just a few hundred employees to be transferred within seven days Norinari Ritz - Carlton employees, to make the first day to stay at the Ritz-Carlton guests to experience the real - Carlton service, which is a challenging work.
Leonardo Inghilleri is a Ritz - Carlton, vice president of human resources, he explained the principle behind the last mechanism - we introduced by a very slow process staff combined with the company's mission . The reality is, as an adult, and only when a significant change in emotion when you will change their behavior,UGG bailey button, or you will not change. When you hire someone starts a new job, give them an important emotional experience, they will pay attention and accept the operational changes.
the first day:
introduced to new employees first day of new members to their respective departments, to participate in front of the hotel called \Each group held up banners shouting slogans, who is competing with the sound than the loud. Cook has always been the most dominant, pots and pans they used the name of the rhythm of loud, often overwhelm the \Managers from the ranks of a run to the other end to create a warm atmosphere,cheap UGG boots, and even the manager of the driveway carpeted playing cartwheel.
in several rounds of shouting \When they go to the first floor of the ballroom, the broke into enthusiastic applause, mingled with cries of \, standing on the stairs on both sides of the managers express their sincere positive welcome.
people concentrated in the largest ballroom, with large-screen video recorder connected to live while playing the entire field. First of all referrals, general manager of the hotel's management team, and then describes the countdown Day for the training of experts invited. Training of experts from dozens of different countries around the world, everyone has to help the Ritz-Carlton - Carlton hotel opening experience, they are the Ritz-Carlton - Carlton in the world \In the introduction to the relevant population, the general manager spoke to the membership, the interpretation of a high standard of service as the company's business philosophy - we are for the ladies and gentlemen serving ladies and gentlemen, and conveyed the Ritz - Carlton the importance of opening a high level. The most important is to let the new employees first contact to the Ritz - Carlton, the gold standard, and that Ritz-Carlton - Carlton's twenty basic rules.
Ritz - Carlton twenty basic code
1. credo for the company's main purpose. All must understand, grasp and implement.
2. Our motto is: \
3. trilogy is the Ritz-Carlton dedicated service basis. These steps must be implemented in detail to each work to ensure customer satisfaction, attraction and loyalty.
4. employee commitment is the Ritz-Carlton - Carlton basis of the work environment. Each employee should follow.
5. Each employee training should be passed on to obtain job qualifications.
6. the company's purpose has been communicated to each employee. Services for these purposes is the responsibility of every employee.
7. to create a pleasant atmosphere of confidence in the workplace, all employees are entitled to participate in the work plan associated with them.
8. Each employee should adhere to look for defects in the work of the whole hotel.
9. Each employee has a responsibility to create the team atmosphere and work to help each other to meet the needs of customers and each other.
10. Each employee has authorized. For example, when a customer experiencing difficulties or need special service, you should be how to stop regular work, ask and solve these problems.
11. to maintain a high standard of cleanliness of the letter is the responsibility of each employee.
12. is to provide customers with the highest quality personal service, each employee should be responsible for understanding and records guest preferences.
13. never miss a customer. Immediate solution to the customer contradiction is the responsibility of each employee. Complaints should be regardless of who was responsible, to solve the problem until the customer satisfaction, and leave records.
14. \Communicate with customers or colleagues should be worded appropriately. (Such as using \
15. whether in a hotel or a non-workplace, you are the messenger of the hotel's image. Always say a good side. Expressed concern on the appropriate object.
16. try to escort guests to the hotel and not just a place that direction.
17. on the telephone Ritz - Carlton polite. Within the ring three times in a friendly voice answered. If possible, try to call each other names. When necessary, ask each other, \To minimize the transfer call. Adhere to sound standards.
18. Note Instrument and maintain self-confidence. Everyone responsible for passing professional image, upholding respect for the Ritz-Carlton - Carlton dress, appearance standards.
19. give priority to security issues. Each employee has the responsibility to customers and colleagues to help create a safe, stable, accident-free environment. Understand that all fire safety measures and emergency procedures to immediately report any safety hazards.
20. everyone should be responsible for protecting the Ritz - Carlton's assets. Energy conservation,UGG boots, careful maintenance of our hotel and the environment.
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