《华为培训资料》PPT课件.ppt

,“,”,TheQWorks,TrainingDepartmentCoreTraining,THEQWORKS,YOURROLEINDRIVINGTHEVISION,MISSION,QUALTITUDEandSERVICESTANDARDS你在实现酒店远景，使命，QUALTITUDE及服务标准中所扮演的角色,YOURROLEINDRIVINGTHESWISSOTELSTANDARDS你在推行瑞士酒店标准中所扮演的角色,Bytheendofthismodule,youwillbeableto:课程结束后，你将可以：KnowwhatandhowtouseQualtitudeineverythingyoudo了解什么是QUALTITUDE及如何运用于工作中UnderstandyourroleindrivingtheMission,QualtitudeandServiceStandards了解你在实现酒店使命，QUALTITUDE及服务标准中所扮演的角色Recognizethephasesofemployeeengagement了解“员工投入度”,OurVision我们的远景,SwisstelHotels&ResortsVision瑞士酒店及度假村管理集团的远景,Tobecomeahighlyrecognisedbrandrespectedforitsservicedelivery,diversityindesign,andcontemporarySwissattributes.通过提供优良的服务，多元的设计以及现代的瑞士特色，成为备受认可和尊崇的高品质品牌。,WhatareourSwissattributes?我们的瑞士特色是什么？,Global全球化Innovative创新Caring关爱Sensitive敏锐Uncluttered简洁Functional实用Passion激情Perfection完美Knowledgeable博学Discreet谨慎Understated质朴Quality质量Reliability信赖Security安全Generosity慷慨Organizationalcompetence组织能力,VISION远景,MISSION使命,Tellsuswherewewanttobe要达到的目标,Showsuswhatweneedtodotogetthere如何达到目标,OurVision,OurMission我们的使命,SwisstelHotels&ResortsMission瑞士酒店及度假村管理集团的使命,TreateveryoneastheywishtobetreatedandremaintruetoourSwissheritage.以他人所希望的方式对待他们,秉承瑞士传统的真谛。,BREAKTIME休息时间,Defineswhatweareinbusinesstocreate确定我们的商业定位Defineswhateveryguestshouldexperience确定客人享有的体验Theblueprintforallguestinteractions与客人互动的蓝图Itisourmoralcompassandorganizationalcontext是我们的道德指南及组织结构的依据,“Whenindoubt,refertoourMission”如有疑问,请参考“使命”,SwisstelHotels&ResortsMissionsummary:瑞士酒店及度假村管理集团使命概述：,Qualtitude质量态度,Qualtitude,QUALITY质量,ATTITUDE态度,WhatisQUALITY?什么是质量？,ROLEX,PictureofHotel,Attitude,Values价值观,Representsthedeeplyheldbeliefwithintheorganizationandaredemonstratedthroughtheday-to-daybehaviorofallemployees诠释集团信念的深层含义,并在员工的日常行为中得以体现,态度,SWISSTELVISION&MISSION瑞士酒店的远景和使命VALUES价值观,values/noun/asystemofideasandideals,especiallyonewhichformsthebasisofeconomicorpoliticaltheoryandpolicyThesetofbeliefscharacteristicofagrouporindividual价值观/名词/一个由观点和理想组成的系统，尤其是涉及经济或政治理论以及制度的基础由团体或个人的信仰组成的体系。,OurValues我们的价值观,Respect尊重Integrity诚实Ownership主人翁精神Safety&Security安全和保障,OurValues我们的价值观,Respect尊重Wetreatpeoplehowwewouldliketobetreated.Werespectandembracediversityinthoughts,beliefsandcultures.Webelievethatsuccessfulbusinessandanindividualresponsibilityforsustainabledevelopmentgohand-in-hand.我们想要他人如何对待我们，我们就要用同样的方式去对待他人。我们尊重并包容不同的思想，信仰和文化。我们相信酒店的成功与个人的可持续发展是密不可分的。Integrity诚实Wearehonest,fairandsincereinallourdailyactions.Wecanbetrustedtodowhatisrightandwecanbereliedupontodowhatwesaywewilldo.我们诚实，公平，真诚，言出必行，值得信赖。,OurValues我们的价值观,Ownership主人翁精神Wearepassionateinoureffortstoachieveperfectionineverythingwedoandtakeresponsibilityforallofouractions.Werecognisetheneedsofcolleaguesandanticipatetheneedsofourguests,takingappropriateactiontoalwaysensurethebestpossibleoutcome.我们力求完美，勇于承担。我们关注员工和客户的需求，采取适当的方式以确保最佳的效果。Safety&Security安全和保障Weprovideandmaintainasafeenvironmentinwhichtoworkandwhereourguestscanfeelcomfortableandsecure.我们提供并保持一个安全的环境，员工可以全心地工作，客人可以舒适安心地下榻。,BREAKTIME休息时间,QUALTITUDE,11GUIDINGSTANDARDS11个质量态度指导标准,1.IdresstoimpresstheSwisstelway我的仪容仪表体现瑞士酒店风貌。2.IamproudtobeaSTAR,I.我以成为一颗STAR为荣,我SmileandgreetbeforeIamgreeted主动微笑问候ThankbeforeIamthanked主动致以感谢Acknowledgethoseinwaiting关注等候者RepeatnameswhenIcan称呼客人名字3.Iampartofmakingthememoryofeachguestapeakofperfection我成就了客人完美体验的一部分。4.Iwillgotheextramiletoassistandescortourguests我为客人提供额外的服务与帮助。5.IwillalwaysuseCARE我会始终贯彻CARECourtesy礼貌Appreciation感激Respect尊重Empathy理解,6.ImprovisationProduct,Programs,Promotions我了解并向客人推荐酒店的3P：产品，活动及促销10.Weteachwithhumourandlearnthemostbyacceptingsuggestionsforimprovement我们寓教于乐,接受建议,取得进步。11.Greatindividually,togetherbrilliantly个人创造优秀，团队成就辉煌。,GroupActivity分组活动,Readanddiscussthe11Qualtitudeinyourgroup.以小组方式阅读并讨论11条质量态度Select2ofthem选择其中两条Preparea3minutespresentationthatexplainshowyouusethematwork.准备3分钟的展示以解释你将如何在工作中贯彻该标准。Time:10minutes时间：10分钟Presentideasonflipchart,Role-playsorothermemeorableideasBECREATIVE展示可以使用白板，小品或其它使人记忆深刻的形式要创新！,Setsthestandardfor:为以下内容设定标准ProblemResolution问题解决方案GroomingandAppearance仪容仪表Cleanliness清洁SafetyandEfficiency安全及高效DescribesHowWorkGetsDone描述如何完成工作KeepsEveryoneFocusedonQualtitude每位员工着重于质量态度CreatesConsistency保持一致性,Summary:QUALTITUDE概述,VISION远景Tellsuswherewewanttobe要达到的目标,MISSION使命Showsuswhatweneedtodotogetthere如何达到目标,QUALTITUDEThecorrectbehaviors,toensurethatwearesupportingourVision&Mission.正确的言行，确保我们支持我们的远景及使命。,VALUES价值观Whatwebelievein,ithelpsustocreateapassionateworkenvironment.我们的信念，帮助我们创造一个充满热情的工作环境,CREDO信条,OurCREDO我们的信条,APassionforPerfection极致追求，成就完美,ThisistheresultourguestswillexperiencewhenwealignitwithourVision,MissionandapplyourServiceStandardsandQualtitudeeveryminuteoftheday.这是我们的客人将会感受到的体验，结合我们的远景、使命,时刻致力于我们的服务标准和质量态度.,GroupActivity分组活动,NowitsYOURturn!现在轮到你了！Reviewthematerialwehavediscussedtoday.回顾