万豪酒店的20个管理理念

　　万豪酒店管理集团最基本的理念是“人服务于人"，这有两方面的含义：公平对待每一位员工，同时重视员工的感受，让他们体会到“家"的感觉。

　　1. 我们群策群力，互相尊重，对待同事如同对待自已的家人和贵宾一样。我们坚守万豪先生的信念："同事之间互相关怀照顾，必定能为客人提供更周到体贴的服务。"

　　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."

　　2. 真诚待客，体贴关怀，以确保客人不断再来光顾是我们最重要的宗旨。对客人表现出真诚热情的态度，时刻全心全意的关注。

　　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.

　　3. 笑脸迎人，亲切招呼每位客人。以热情有礼，和蔼可亲的态度与客人交谈。尽可能用客人的名字来称呼对方。谨记用适当的言辞，避免使用俗语和酒店术语。

　　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. 感谢客人光临，亲切地向客人说再见，令他们临离开之前对酒店留下温馨难忘的好印象。

　　Thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive.

　　5. 预先估计客人的需要，灵活配合。贯彻"主动待客"的原则，留心客人的神态，察颜辨色，以提供体贴周到的服务，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. 对本身的工作岗位了如指掌。参加工作所需的所有培训课程。

　　Be knowledgeable about your job. Attend all training courses required for your position.

　　7. 任何同事收到客人的投诉，都有责任尽力处理。运用L.E.A.R.N.程序，在自己权利范围内尽力挽回客人的信心，按照跟进程序来处理客人的投诉，确保对方称心如意。

　　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.

　　8. 每位同事都有责任认识和尊重客人的喜好，使客人在酒店期间得到体贴的服务。

　　It’s everyone’s responsibility to learn and honor our guests’ preferences so we can personalize their stay. 9 7 3 1 2 4 8 :