丽思卡尔顿服务理念培训.ppt

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Service Value#1 效劳信念#1,I build strong relationships and create Ritz-Carlton guests for life.我与他人建立良好的关系并为 Ritz-Carlton 创造终生客人Clue:,One-on-one relationships,一对一的宾客关系,Service Value#2 效劳信念#2,I am always responsive to the expressed and unexpressed wishes and needs of our guests.我能及时对客人表达和未表达的愿望和需求作出反响Clue:,Two,guest wishes come true,二，顾客愿望得以实现,Service Value#3 效劳信念#3,I am empowered to create unique,memorable and personal experiences for our guests.我得到授权来为我们的客人提供独特、难忘和个人化的体验。

Clue:,Three,set your power free三，权利行使自由,Service Value#4 效劳信念#4,I understand my role in achieving the Key Success Factors,embracing Community Footprints and creating The Ritz-Carlton Mystique.,我能及时对客人表达和未表达的,Clue:,I am the key to The Ritz-Carlton Mystique 四，我是丽思卡尔顿成功秘诀的关键,Service Value#5 效劳信念#5,I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.我不断寻找时机去改革和改进我们提供给客人的Ritz-Carlton体验Clue:,High Five,Innovation is Alive,五，坚持不断创新,Service Value#6 效劳信念#6,I own and immediately resolve guest problems.,我为客人所遇到的问题负责并立刻解决。

Clue:,Six,I am willing to fix六，我致力于解决问题,Service Value#7 效劳信念#7,I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.,我致力于创造团队合作和互相支持的工作环境以满足客人和同事的需求Clue:,Seven,our teamwork makes it heaven七，伟大的团队精神,Service Value#8 效劳信念#8,I have the opportunity to continuously learn and grow.,我有不断学习和成长的时机Clue:,Eight,I shape my fate八，我的前途，我创造,Service Value#9 效劳信念#9,I am involved in the planning of the work that affects me.我参与制定与我相关的工作方案Clue:,Nine,I plan what is mine九，我对自己的工作方案负责,Service Value#10 效劳信念#10,I am proud of my professional appearance,language and behavior.我为自己的专业形象、语言和行为而自豪。

Clue:,I look and act like a perfect 10 十，我致力于创造完美的表现,Service Value#11 效劳信念#11,I protect the privacy and security of our guests,my fellow employees and the companys confidential information and assets.我致力于保护客人、同事和公司的机密信息和财产的隐私和平安Clue:,Information should remain 1-on-1十一，信息资料严格保密,x,Service Value#12 效劳信念#12,I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.我有责任坚持清洁标准并创造平安无事故的环境Clue:,1 piece of trash can lead(to)2 accidents,十二，一点垃圾也可以导致重大事故,。