Famp;B - Service洲际集团 服务标准

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StartFoodandBeverageWhatisaServiceBenchmark?什么是效劳基准Abenchmarkistheservicestandard基准是服务标准Abovebenchmark高于基准Butwilltheguestgetthesame和客人想的一样experienceduringtheirnextstay?下次到店还可以有好的经历Belowbenchmark低于基准“Whywasn’tItoldaboutthealacartemenu?”

为什么我点的菜没有？Belowbenchmark低于基准“WhywasIseatedatadirtytable?”为什么我坐的桌子脏？Benchmark效劳基准WhatistheGoalofanyIHGTeam?什么是我们IHG团队的目标Simple…Maintainthehotel’sBenchmarks简单….保持酒店的基准BenchmarkWhatistheGoalofManagers?什么是管理人员的目标Simple…SupportthestafftoachievetheBenchmarks简单…支持你的员工完成基准Motivation,CareerPlanning,Guidance,Training,Tools,Leadership激励，职业规划，指导，培训，工具，领导能力BenchmarkEnsureGrowthandDevelopmentand...Benchmarks确保不断成长与发展等…基准BenchmarkWhatisthegoalofaSeniorManager?什么是高级管理人员的目标ServiceisOffered,NotAsked.服务是主动的不是被动的WhatisService?什么是效劳Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number1第一SMILEandgreetallguestsinourfieldofvision.微笑和问候在我们的视线内(Lookup.)关注(Makeeyecontact.)目光接触Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number2第二Wewillalwaysinspectoursectionspriortoservice.我们将总是检查我们的服务区域Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number3第三Wewillintroduceourselvestoguests.我们把自己介绍给客人Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number4第四Wewilltakepersonalresponsibilityfortheguestexperience.我们将为客人的体验尽我们的职责（尽职责满足客人的需要）Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number5第五Wewillpromotetheoutlet/hotel.我们将提升我们的部门与酒店(“WelcometoPlantersInn/CrownePlaza.”)欢迎来到“xxx酒店”Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number6第六Wewillalwaysleadguesttotheirtable.我们将总是引领我们的客人去他们的桌子Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number7第七Wewillofferaseconddrinkbeforethefirstdrinkisfinished我们将及时给客人添加酒水当第一杯喝完时。Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number8第八Wewillalwaysknowandexplaintheproductandtimingofthemenu我们将总是知道并及时解释餐单产品Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number9第九Wewillalwaysthankguestsfortheirpatronageondeparture.我们将总是感谢客人的关顾在客人离开时Only10ThingstoRememberandYouareattheBenchmark对于基准10项需要铭记Number10第十ManagersandSupervisorsarehereasSUPPORT.Ifweareindangeroffailinginservicewewillcallforhelp.经理与主管总是随时给予支持，当我们遇到困难需要帮助时ImplementationGuidesServiceissimple.Rememberthese10ServiceBenchmarksandyoucan’tgowrong.效劳很简单：记住这10项效劳基准，你就不会做错。(Keepyourcardswithyou.)把卡片随身带着Food&Beverage餐饮SMILEandgreetallguestsinourfieldofvision.微笑和问候在我们的视线内2.Wewillalwaysinspectoursectionspriortoservice.我们将总是检查我们的效劳区域3.Wewillintroduceourselvestoguests.我们总是把自己介绍给客人4.Wewilltakepersonalresponsibilityfortheguestexperience.我们将为客人的体验尽我们的职责〔尽职责满足客人的需要〕Wewillpromotetheoutlet/hotel.我们将提升我们的部门与酒店(“WelcometoPlantersInn/CrownePlaza〞.)欢送来到“xxx酒店〞6.Wewillalwaysleadgueststotheirtable.我将总是引领客人到指定的餐桌7.Wewillalwaysofferaseconddrinkbeforethefirstdrinkisfinished.我们将及时给客人添加酒水当第一杯喝完时。8.Wewillalwaysknowandexplaintheproductandtimingofthemenu.我们将总是知道并及时解释餐单产品9.Wewillalwaysthankguestsfortheirpatronageondeparture.我们将总是感谢客人的关顾在客人离开时10.ManagersandsupervisorsarehereasSUPPORT.Ifweareindangeroffailinginservicewewillcallforhelp.经理与主管总是随时给予支持，当我们遇到困难需要帮助时ServiceisOffered.NotAsked.效劳时主动的不是被动的RestaurantmanagersandsupervisorstoensureServiceBenchmarksareAchieved餐厅经理和主管确保服务的基准得到实现AssistantManagers’Duties助理经理值班Dailycoaching,trainingleadership.每日的引导，培训领导TeamsstrivetoachieveserviceBenchmarks.团队努力去实现基准Youcan’tleadfromtheback.不能带领团队倒退AssistantManagers’Duties助理经理值班AMssettheservicestandard.助理经理指定服务标准Youareonlystrongasyourteam.你只有比你的团队更强ClearExpectations实现期望BriefingtheTop10daily.每天例会10项TheTop10isatool–useittodriveperformance&COACH!!10项基准是工具-使用它执行与指导WorkingdailytoensuretheBenchmarksaremet.日常工作中确保达到基准ControltheEnvironment控制环境ClearExpectations实现期望Ifthereisno-oneonthedriveway/Ambassadorthenmoveresources,evenifitis如果没人去带领运用这10项Ifserviceisnotbeingdeliveredthen...如果服务没有到位接下来…YOU!你！ACTION!行动！Youareaccountable.你负起责任ClearExpectations实现期望Yourjobistoensureservicedelivery.你的工作是确保服务的到位Onceyouhavemasteredleadershipinservice,theskyisthelimit.一旦你具备服务的领导能力，你将运用自如。Youareaccountable.你应负起责任ClearExpectations实现期望Beproudofyourteam.为你的团队感到自豪Beproudofyourservice.为你们的服务感到自豪Takecontrolandachieve.控制并完成THANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANK