瑞雅国际my priority is you培训手册

TRAININGMANUALMYPRIORITYISYOUTABLEOFCONTENTS1OBJECTIVE32WHY“MYPRIORITYISYOU”33CAMPAIGNPLAN44TRAINING55STAFF,MANAGEMENTANDGUESTSINVOLVEMENT6EMPLOYEES6MANAGEMENT6GUESTS76EVALUATIONPROCESS77PUBLICRELATIONS88APPENDIX9MESSAGEFROMTHEPRESIDENTDEARGENERALMANAGERS,THEHOSPITALITYINDUSTRYHASBECOMEEXTREMELYCOMPETITIVEANDTHISWILLFURTHERINTENSIFYWITHGLOBALISATIONSERVICEANDSTAFFATTITUDEARETHEDISTINGUISHINGCHARACTERISTICINHOTELSANDWEHAVESEENSUCHVISUALELEMENTSSUCCEEDANDFAILINTHEEVENMORECOMPETITIVEAIRLINEINDUSTRYASHOSPITALITYPROFESSIONALS,WEREALIZETHATINORDERTO“STANDOUTFROMTHECROWD”ANDTOCHALLENGEANDSUCCEEDAGAINSTOURCOMPETITORS,WENEEDPROFESSIONALSEAMLESSSERVICESDELIVEREDBYWELLTRAINEDANDWELLMOTIVATEDSTAFFANDMANAGEMENTSWISSBELHOTELINTERNATIONALISDETERMINEDTOENSURETHATWEDISTINGUISHOURSELVESFROMOTHERHOTELCHAINS,LARGEANDSMALL,BYDELIVERINGHIGHSTANDARDPROFESSIONALSERVICETHROUGHSTAFFWHOHAVETOTALLYGUESTORIENTATEDATTITUDEANDSERVICEHOWEVERWECANNOTACHIEVESUCHMOTIVATIONANDATTITUDEWITHOUTTHEEFFORTSANDLEADERSHIPOFTHEGENERALMANAGERSWEAREINTHESERVICEANDPEOPLEBUSINESSSTAFFANDMANAGEMENTARETHEMOSTCRUCIALELEMENTINTHESUCCESSOFTHEHOTELBUSINESSITISOUROBJECTIVETOREFLECTPOSITIVEANDFRIENDLYSERVICETOOURGUESTSANDTOMAKETHEGUESTFEELTHATTHEYAREOURNO1PRIORITYGENERALLYWEHAVEALREADYDEVELOPEDVERYPOSITIVETEAMSANDSTAFFATTITUDESHOWEVERTOMAINTAINTHESESERVICEANDATTITUDESTANDARDSREQUIRESCONSTANTTRAINING,MOTIVATIONANDLEADERSHIP“MYPRIORITYISYOU”CAMPAIGNISTHEREFRESHERCOURSEFORUSALLTHISSIXMONTHCAMPAIGNTHROUGHOUTTHESWISSBELHOTELINTERNATIONALGROUPISTOBUILDONTHESOLIDFOUNDATIONTHATTHEGROUPHASBUILTOVERTHEPAST15YEARS,ANDTOENSUREACONTINUINGIMPROVEMENTINOURSERVICEANDATTITUDETHESUCCESSOFTHISCAMPAIGNRELIESONTHESUPPORT,LEADERSHIPANDCOMMITMENTOFEVERYGENERALMANAGERTHERESULTSWILLBEREFLECTEDINTHEPROFITABILITYOFTHEHOTELWITHGREATERGUESTSATISFACTIONANDGREAT“WORDOFMOUTH”RECOMMENDATIONOFYOURHOTELANDSWISSBELHOTELINTERNATIONALTHISWILLREINFORCEOUR“GUESTRETURNPHILOSOPHY”THATOURULTIMATEGOALISTHATOURGUESTSWILLRETURNEACHHOTELMUSTAPPOINTA“PRIORITYCOORDINATOR”WHOWILLBETOTALLYRESPONSIBLETODRIVETHECAMPAIGNINEACHOPERATIONPARISATONGWILLCOORDINATEONAGROUPBASISWITHTHEGUIDANCEOFMRHILHORSTYOURWEEKLYANDMONTHLYREPORTSMUSTDETAILTHE“PERFORMANCE”OFYOURCAMPAIGNAHOTELOFTHEMONTHWILLBEANNOUNCEDFOREACHMONTHOFTHECAMPAIGNANDANSBIAWARDWILLBEGIVENFOR“THEPRIORITYHOTELOFSBI”ANDFOR“THEPRIORITYGMOFSBI”ATTHECONCLUSIONOFTHECAMPAIGNPARISATONGWILLISSUEASHORTNEWSLETTEREACHMONTHONTHECAMPAIGNTOKEEPYOUUPTODATEONACTIVITIESANDPROGRESSINEACHHOTELWITHSUCHAGREATTEAMOFSTAFFANDGENERALMANAGERSSUCCESSISINEVITABLEGAVINMFAULLPRESIDENT,SWISSBELHOTELINTERNATIONAL1OBJECTIVESWISSBELHOTELINTERNATIONALPROMISESTOMEETANDEVENEXCEEDTHECLIENTSEXPECTATIONS“MYPRIORITYISYOU”CAMPAIGNREINFORCES,FROMMANAGEMENTTOEVERYSTAFF,THATOURFOCUSISALWAYSOURCLIENTSANDGUESTSWEAREDETERMINEDTOCREATEANDMAINTAINTHISSYNERGYINALLOPERATIONSOFSWISSBELHOTELINTERNATIONAL,WHICHWILLTRULYDISTINGUISHUSFROMTHECOMPETITION2WHY“MYPRIORITYISYOU”WEALLHAVEMANYPRIORITIESINLIFEFAMILIES,FRIENDS,OURHOTELOWNERS,OURCOLLEAGUESANDOURSELVESHOWEVERINTHEHOSPITALITYPROFESSION,GUESTSALWAYSMATTERTHEMOSTGUESTSMEANEVERYTHINGTOOURHOTELANDTOEVERYONEOFUSTHEHOTELCANNOTOPERATEWITHOUTOURGUESTSGENERATINGREVENUE,COSTSNEEDTOBECOVEREDANDSTAFFNEEDTOBEPAIDOWNERSWILLNOTBEHAPPYIFGUESTSARENOTSATISFIEDHOTELSAREEXPECTEDTOPROVIDECOMFORTABLEROOMS,EXTENSIVEFACILITIESANDSUPERIORSERVICESHOWEVERMOREANDMORE,GUESTSARENOTSATISFIEDWITHTHESEBASICSERVICESWHATWEWOULDLIKETOACHIEVETHROUGHTHISCAMPAIGNISTOTAKEOURTEAMONESTEPFURTHERWENEEDTOGOBEYONDTHEBASICSERVICESANDPROVIDEMOREWENEEDTOMAKETHEGUESTSFEELIMPORTANT,FEELGOOD,FEELSUPERSOTHEYWILLREMEMBERTHATTHEYHAVESTAYEDINONEOFTHESWISSBELHOTELS,ANDTHEYMAYRECOMMENDITTOOTHERGUESTS3CAMPAIGNPLAN“MYPRIORITYISYOU”CAMPAIGNISCARRIEDOUTFROMMARCH1STTOAUGUST31ST,2003INALLOPERATIONSMANAGEDBYSWISSBELHOTELINTERNATIONALDECEMBER15TH,2002DISTRIBUTIONOFTHECAMPAIGNMANUALTOALLHOTELSBRIEFINGFORMANAGEMENTTEAMONGOINGGMANDDEPARTMENTHEADSCOLLECT“MYPRIORITYISNOTYOU”ACTIONSTHATCANBEUSEDFORTRAININGJANUARY1ST15TH,2003TRANSLATIONOFTHEMANUALANDOTHERCOLLATERALSINTOLOCALLANGUAGEJANUARY15THFEBRUARY15TH,2003PRINTINGMATERIALSFORTHECAMPAIGNFEBRUARY15TH25TH,2003TRAININGSESSIONSFORALLEMPLOYEESPRIORTOMARCH1ST,2003INTRODUCTIONOFTHECAMPAIGNATTHESTAFFMEETINGMARCH1ST,2003LAUNCHOFTHECAMPAIGNINFORMLOCALMEDIA/PRESSMARCH1ST15TH,2003FOLLOWUPTRAININGSESSIONSONGOINGADDITIONALTRAININGSESSIONSUPONREQUESTTRAININGSESSIONSFORNEWEMPLOYEESENDOFEACHMONTHFROMMARCHTOAUGUST2003PRESENTATIONOF“PRIORITYSTAR”BYTHEGENERALMANAGERATSTAFFMEETINGENDOFEACHMONTHINCLUDETHEPROGRESSOFTHECAMPAIGNINTHEHOTELMONTHLYREPORTMAY31ST,2003SUBMISSIONOFMIDTERMEVALUATIONRESULTSBYTHEGENERALMANAGERSTOSBIAUGUST31ST,2003SUBMISSIONOFFINALEVALUATIONRESULTSBYTHEGENERALMANAGERSTOSBISEPTEMBER1ST5TH,2003NOMINATIONFOR“SWISSBELHOTELPRIORITYSTAR”BYTHEGENERALMANAGERSSEPTEMBER15TH,2003PRESENTATIONOF“SWISSBELHOTELPRIORITYSTAR”BYMRGAVINFAULLATRESPECTIVEOPERATION4TRAININGGENERALMANAGERSOFALLHOTELSASWELLASTHEDEPARTMENTHEADSWILLSTARTTOOBSERVEEMPLOYEESPERFORMANCEONADAILYBASISUPONRECEIPTTHISMANUALTHEYAREENCOURAGEDTORECORDALLTHE“MYPRIORITYISNOTYOU”ACTIONSMADEBYEMPLOYEESTHESERECORDSSHOULDBECOLLECTEDBYHUMANRESOURCESDEPARTMENTANDUSEDFORTRAININGSESSIONSINADDITION,THEMANAGEMENTTEAMNEEDSTOEXAMINETHEIMPROVEMENTTHROUGHOUTTHECAMPAIGNPERIODAPOWERPOINTPRESENTATIONHASBEENINCLUDEDINTHISMANUALWHICHSHOULDBEUSEDFORTRAININGASWELLASPRESENTATIONSTOOWNERSANDMEDIAITISTHERESPONSIBILITYOFTHEHUMANRESOURCESDEPARTMENTTOTRANSLATETHEPRESENTATIONINTOTHELOCALLANGUAGEPRIORTOTHELAUNCHOFCAMPAIGN,DEPARTMENTHEADSANDGENERALMANAGERAREENCOURAGEDTOGATHERASMANYAS“MYPRIORITYISNOTYOU”EXAMPLESTHEREFOREROLEPLAYSARESTRONGLYRECOMMENDEDINTHETRAININGALLEMPLOYEESINCLUDINGTHEMANAGEMENTTEAMNEEDTOCOMPLETETHETRAININGSESSIONBEFOREMARCH1ST,2003,HOWEVERADDITIONALTRAININGSSESSIONSCANBECONDUCTEDIFNECESSARYONTHEJOBTRAININGALSOPLAYSASIGNIFICANTPARTINTHECAMPAIGN5STAFF,MANAGEMENTANDGUESTSINVOLVEMENTEMPLOYEESDURINGTHE“MYPRIORITYISYOU”CAMPAIGN,ALLEMPLOYEESOFTHEHOTELAREREQUIREDTOFIRSTCOMPLETETHETRAININGSESSIONTHEFOREMOSTIMPORTANTISTHATTHEEMPLOYEESAREREQUIREDTOPUT“MYPRIORITYISYOU”CONCEPTSINTOACTIONSOFTHEIRDAILYWORKWHETHEREMPLOYEESREALLYPLACEGUESTSASTHETOPPRIORITYWILLBECONSIDEREDASACRITERIONFORPERFORMANCEEVALUATIONPRIORITYCARDSTHATHASSPACEFOR10STAMPSONEACHWILLBEISSUEDTOALLEMPLOYEESTHESEPRIORITYCARDSARETOBECARRIEDWHILEONDUTYFOREVERYEXCEPTIONALACTIONTHATISRECOGNIZEDBYHOTELGUESTSORMANAGEMENT,THEEMPLOYEEWILLRECEIVEA“PRIORITYACCEPTANCE”STAMPONHIS/HERPRIORITYCARDEMPLOYEESWHOCANCOLLECTTHEMOSTSTAMPSINTHEDEPARTMENTWITHINAMONTHWILLRECEIVEAPRIZEFROMTHEDEPARTMENTHEADUPONAPPROVALOFTHEGENERALMANAGERTHEPRIZEWILLBEDECIDEDBYEACHHOTEL,ITMAYBESMALLCASHREWARDSANDSOONINADDITIONTOEMPLOYEEOFTHEMONTHAWARD,TWO“PRIORITYSTAR”SFRONTOFHOUSEANDBACKOFHOUSEWILLBEELECTEDEVERYMONTHTORECOGNIZETHEEMPLOYEEWHOTRULYPLACEGUESTSASHISORHERPRIORITYATALLTIMESSELECTIONOF“PRIORITYSTAR”ISBASEDONTHENOMINATIONOFGUESTS,MANAGEMENTANDEMPLOYEESTHE“PRIORITYSTAR”WILLRECEIVEACERTIFICATEFORRECOGNITIONANDAMONETARYAWARDTHESEAREDECIDEDBYEACHHOTELAMEALINRESTAURANTISSUGGESTEDASTHEEMPLOYEECANGAINTHEOPPORTUNITYTOEXPERIENCETHEFEELOFBEINGPRIORITIZEDATTHEENDOFTHECAMPAIGN,ALLGENERALMANAGERSWILLNOMINATEONEEMPLOYEEFROMTHEOPERATIONTOBESELECTEDASTHE“”THESWISSBELHOTELINTERNATIONALPRIORITYSTAR”THENOMINATIONWILLBESUPPORTEDBYASUMMARYOFTHEEMPLOYEESEXCEPTIONALPERFORMANCE,ASWELLASOTHEREVIDENCESMANAGEMENTMANAGEMENTPLAYSACRUCIALROLEINTHISCAMPAIGNITISTHERESPONSIBILITYOFTHEMANAGEMENTTEAMTOUNDERSTANDTHEOBJECTIVE,ANDMOREIMPORTANTLYTOREFLECTINDAILYACTIONSNOTONLYGUESTS,BUTALSOSTAFFMEMBERS,OWNERSAREALLTHEPRIORITIESOFTHEMANAGEMENTMANAGEMENTTEAMSHOULDTAKEEVERYINITIATIVETOSATISFYTHESEPARTIESANDESTABLISHTHEPROPEREXAMPLETOOTHERSTAFFMEMBERSTHEGENERALMANAGEROFTHEHOTELISTHEINITIALMOTIVATOROFTHECAMPAIGNHOWEVERTHISRESPONSIBILITYMAYBEDESIGNATEDTOANOTHERMEMBEROFTHEMANAGEMENTTEAMIFHE/SHEWISHESASTHEMOSTCRITICALCOMPONENTOFTHEENTIRECAMPAIGNISTHESTAFFTRAINING,HUMANRESOURCESDEPARTMENTHASVITALRESPONSIBILITYFORTHEDESIGNANDSCHEDULINGOFTRAININGSESSIONSEACHRESPECTIVEDEPARTMENTWILLBERESPONSIBLEFOROTHERINVOLVEMENTS,SUCHASPRINTINGOFCOLLATERALSANDSTATIONERY,ARRANGINGPRESSCONFERENCEANDSOONEVERYDEPARTMENTHEADWILLHAVECERTAINNUMBEROF“PRIORITYACCEPTANCE”WHICHSTICKERSTORECOGNIZEEVERYEXTRAORDINARYPERFORMANCEEACHSTICKERSHOULDBEINITIALEDWHILEISSUINGASTHESAMESTICKERSWILLBEGIVENTOGUESTSFORTHESAMEPURPOSE,FRONTOFFICENEEDSTOPAYSPECIALATTENTIONINTHECONTROLLINGTHESTICKERSWEHIGHLYRESPECTTHETRUTHFULNESSOFALLEMPLOYEES,HOWEVERTHEREMIGHTBEDISHONESTACTIONSOCCURRINGSINCETHEREISNOSTRICTCONTROLOVERTHE“PRIORITYACCEPTANCE”STICKERSITISTHERESPONSIBILITYOFTHEMANAGEMENTTOOBSERVEANDJUDGEINDOUBTFULCIRCUMSTANCESGUESTSALLHOTELGUESTSAREINVITEDTOPARTICIPATEINTHISCAMPAIGNUPONCHECKIN,GUESTSWILLBEINFORMEDABOUTTHECAMPAIGNFIVE5“PRIORITYACCEPTANCE”STICKERSWILLBEGIVENTOEACHGUESTDURINGTHEIRSTAY,THEYMAYGIVEONEACCEPTANCESTICKERTOTHEEMPLOYEEFOREVERYEXCEPTIONALSERVICEPROVIDEDTHEGUESTSAREENCOURAGEDTORETURNTHEREMAININGSTICKERSUPONCHECKOUTGUESTSWHODIDNOTGIVEANY“PRIORITYACCEPTANCE”WHICHMAYSUGGESTTHISGUESTISNOTSATISFIEDSHOULDBEBROUGHTTOMANAGEMENTSATTENTIONANDMEETINGTHEGUESTMEANWHILE,EVERYGUESTISENCOURAGEDTOCOMPLETEAQUESTIONNAIREDURINGTHESTAYEVERYGUESTHASTHERIGHTTONOMINATEONEEMPLOYEE,WHOMAYBESELECTEDASTHE“PRIORITYSTAR”ATTHEENDOFEACHMONTHPARTICIPATINGGUESTSWILLHAVETHEOPPORTUNITYTOWINALUCKYDRAWPRIZEATTHEENDOFTHECAMPAIGNTHEPRIZEWILLBEDECIDEDBYEACHHOTELACCORDINGTOINDIVIDUALSITUATIONEACHGUESTMAYCOMPLETEONEQUESTIONNAIREDURINGONESTAY6EVALUATIONPROCESSGUESTSATISFACTIONLEVELSHOULDBEEVALUATEDCONTINUOUSLYUPONLAUNCHINGTHECAMPAIGNHOWEVER,THEULTIMATEOBJECTIVEISTOINCREASEGUESTRETENTIONRATE,ANDTHEREFORETOIMPROVETHEFINANCIALRESULTSOFTHEHOTELATTHEMIDANDENDOFTHECAMPAIGN,ALLHOTELSAREREQUIREDTOSUBMITAEVALUATIONREPORTTOSWISSBELHOTELINTERNATIONALINORDERTOENSURETHEEFFECTIVENESSOFTHECAMPAIGNANDALTERTHEACTIONIFNECESSARYTHEREPORTSHOULDBESIMPLEANDCONTAINSNECESSARYFIGURESPLEASEREFERTOAPPENDIXIIFORASUGGESTEDFORMAT7PUBLICRELATIONSTHEMARKETINGDEPARTMENTORPUBLICRELATIONSPERSONNELISRESPONSIBLEFORINFORMINGTHELOCALPUBLICBYPRESSRELEASE,PRESSCONFERENCEANDSOONHOWEVERITISEVERYEMPLOYEESRESPONSIBILITYTOSHARETHEMESSAGEWITHGUESTSWHENEVERPOSSIBLETOSUPPORTTHECAMPAIGN,FOLLOWINGPRINTMATERIALSNEEDTOBEPRODUCEDANDDISPLAYEDINTHEHOTELTHEDESIGNOFALLTHECOLLATERALSSHOULDREMAINABSOLUTELYTHESAME,EXCEPTREPLACINGEACHHOTELSLOGOALLCOLLATERALSSHOULDBEINENGLISHANDRESPECTIVELOCALLANGUAGELOGOSEEATTACHEDFILEBADGESEEAPPENDIXIIITOBEWOREBYALLEMPLOYEESOFTHEHOTELWHILEONDUTYITMAYBEMADEBYANYCOSTEFFECTIVEMATERIALTHATTHEHOTELWISHTOCHOOSESUGGESTEDQUANTITYNUMBEROFEMPLOYEEX12POSTERSEEAPPENDIXIVWILLBEPRODUCEDCENTRALLYANDDISTRIBUTEDTOEACHHOTELTHEPRODUCTIONCHARGEWILLBEPOSTEDTOHOTELSTHEPOSTERSARETOBEDISPLAYEDINHOTELLOBBY,GUESTSLIFTS,BUSINESSCENTER,EMPLOYEEMEETINGROOMS,OFFICES,BACKOFTHEHOUSE,STAFFCANTEEN,EMPLOYEENOTICEBOARD,ANDOTHERPUBLICAREASTENTCARDSEEAPPENDIXVTOBEPLACEDINALLFOODBEVERAGEOUTLETS,ALLGUESTROOMS,EXECUTIVELOUNGESSUGGESTEDQUANTITY1000FLYERSEEAPPENDIXVITOBEDISPLAYEDATTHERECEPTIONDESK,ASWELLASSENTTOCLIENTSWITHALLOUTGOINGMAILSUGGESTEDQUANTITY2000EMAILSIGNATURESEEAPPENDIXVIITOBEATTACHEDWITHALLOUTGOINGEXTERNALEMAILSQUESTIONNAIRESEEAPPENDIXVIIITOBEPLACEDINALLGUESTROOMSALLGUESTSAREENCOURAGEDTOCOMPLETEONEQUESTIONNAIREDURINGEACHSTAYIFTHEREISNOSUBMISSIONUPONCHECKOUT,FRONTOFFICESTAFFSHOULDOFFERTHEQUESTIONNAIREONCEAGAINSUGGESTEDQUANTITY2000STATIONERYSEEAPPENDIXVIIIIALLPRINTSTATIONERYSUCHASENVELOPE,LETTERHEADANDSOONMAYDISPLAY“MYPRIORITYISYOU”LOGOTHISISOPTIONALSUGGESTEDQUANTITY20008APPENDIXAPPENDIXIAWARDSUGGESTIONSEMPLOYEEWHOCOLLECTS10PRIORITYACCEPTANCESTAMPSWITHINTHEDEFINEDPERIODOFTIMEMAYRECEIVECASHVOUCHERASOUVENIROFTHEHOTEL“PRIORITYST