
本文目錄
1、萬豪是小萬豪先生為紀念父親而創立的頂級酒店,這個奇妙的神獸組合是由上半身的鷲和下半身的獅子組成。
2、Logo分別采用這兩種動物的上下半身代表的是遠見與卓識、力量和膽識。獅鷲LOGO象征著獅子的力量,代表著鷲的遠見與飛翔能力,提供監護和保護,是J.W.Marriot先生本人的象征符號,也代表著他的遠見和創造一家世界級酒店管理公司的夢想、力量和實力。
3、所以,一個好看的Logo不僅帶給客戶強烈的形象感知及深刻印象,同時其承載的品牌內涵和美好寓意也伴隨這些酒店穩定成長。
1、萬豪酒店集團把自己的酒店品牌分為五類:奢華|高級|精選|長住|臻選典藏。
2、萬豪國際酒店集團公司,即萬豪國際集團(紐約證券交易所代號:MAR)是全球首屈一指的國際酒店管理公司,萬豪擁有遍布全球130個國家和地區的超過6,500家酒店和30個品牌。萬豪國際集團的總部位于美國馬里蘭州貝塞斯達,雇用約300,000名員工。其2011財年的財報收入超過120億美元。
3、上海市網信辦責令萬豪國際集團從2018年1月11日18時起對官方中文網站、中文版APP自行關閉一周,開展全面自查整改,徹底清理違法違規信息,及時向社會公布對事件的調查結果和處置情況。上海市網信辦將視整改情況再作進一步處理。
4、萬豪國際集團是世界上著名的酒店管理公司和入選財富全球500強名錄的企業。萬豪國際集團創建于1927年,總部位于美國華盛頓。萬豪國際集團擁有21個著名酒店品牌,在全球經營的酒店超過4000家,年營業額近200億美元,多次被世界著名商界雜志和媒體評為首選的酒店業內最杰出的公司。
5、萬豪國際集團的發展起源于1927年,由已故的威拉德·瑪里奧特先生在美國華盛頓創辦了公司初期的一個小規模的啤酒店,起名為“熱賣店”,以后很快發展成為服務迅速、周到、價格公平、產品質量持之以恒的知名連鎖餐廳。其成功經驗的關鍵是自公司成立之日起,就以員工和顧客為企業的經營之重。
6、威拉德·瑪里奧特先生創立的經營思想是:你如能使員工樹立工作的自豪感,他們就會為顧客提供出色的服務。在此基礎上,連鎖“熱賣店”的成功經營為瑪里奧特涉足于后來酒店業的發展提供了先天的條件。
萬豪國際集團(紐約證券交易所代號:MAR)是全球首屈一指的國際酒店管理公司,萬豪擁有遍布全球 74個國家和地區的超過4,000家酒店和21個品牌。接下來,我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,都有責任盡力處理。運用L.E.A.R.N.程序,在自己權利范圍內盡力挽回客人的信心,按照跟進程序來處理客人的投訴,確保對方稱心如意。
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.每位同事都有責任認識和尊重客人的喜好,使客人在酒店期間得到體貼的服務。
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,和藹可親的態度與客人交談。盡可能用客人的名字來稱呼對方。緊記用適當的言辭,避免使用俗語和酒店術語。
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.預先估計客人的需要,靈活配合。貫徹"主動待客"的原則,留心客人的神態,查顏辨色,以提供體貼周到的服務,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.對本身的工作崗位了如指掌。參加所有工作需的培訓課程。
Be knowledgeable about your job. Attend all training courses required for your position.
7.我們群策群力,互相尊重,對待同事如同對待自已的家人和貴賓一樣。我們堅守萬豪先生的信念:"同事之間互相關懷照顧,必定能為客人提供更周到體貼的服務。"
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.真誠待客,體貼關懷,以確保客人不斷再來光顧是我們最重要的宗旨。對客人表現出真誠熱情的態度,時刻全心全意的關注。
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.任何同事如看到設施的'用品損毀或不足,都有責任向上級報告。
It is the responsibility of every associate to report defects in the hotel, including shortages of equipment and supplies.
10.一絲不茍地執行清潔標準,是每位同事的責任。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境,所以請你不論是在公司內外,都擔當本酒店和公司的在大使。請勿批評公司,切勿在客面前抱怨。以積級的態度表達你對工作環境的關注。
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.
Always recognize repeat guests.
13.對酒店的情況了如指掌,隨時能夠回答客人的問詢。總是首先推薦本酒店的餐飲服務。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。用適當的話語問候來電者。若要轉駁來電或要對方等候,必須先得到對方同意。盡量不要轉駁來電。
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.遵守制服及儀容標準,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。保持個人衛生最為重要。
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,是我們最關注的事項。了解在緊急情況時自己應負的責任,并時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.培養安全工作的習慣。遵守所有工作安全政策。一發現有事故,意外和危險,立即向上級報告。
Practice safe work habits. Abide by all job safety policies. Immediately report incidents, accidents and hazards to your supervisor.
18.保護和照顧酒店的財產。資源要用得其所。減少浪費。確保妥善保養和維修酒店的物業和設施。
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。你有責任與同事分享你的意見和建議,盡你所能不斷提高營業額、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.你得到本酒店授權和信任,盡你所能處理客人的需要。必要時,應請同事幫忙。思考如何以創新的方法說"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".