企业文化_索伊国际大酒店

卓越服务的七项服务原则
The 7 principlef of excellent service

热情认知并招呼遇到的每位顾客
warmly greet and acknowledge every guest encountered

以友好的方式尽快满足顾客要求
Take care of every guest's quickly and in a friendly manner

通过仪表和行为创造专业形象
Project a professional image through appearance and conduct

致力于注重顾客的舒适与案例
Be committed to guest comfort and safety

针对酒店和本地的服务提供可靠的信息
Provide reliable information about the servces available in the hotel and the local

礼貌对待同事和下级并尊重他们，正如同你希望他们也如此对待顾客一样。
Treat co-workers and subordinates wiht the same courtesy and respect that you expect of them when they deal with the guest

努力为顾客做好每一件事
Work to make everything right for the guest

Service 服务的含义

S-Smile(微笑) Sincere(诚恳)

E-Excellent(出色优秀) Efficient(细微服务敏捷迅速)

R-Ready(准备好) Ready to service(准备好随便为客人服务)

V-Viewing(看待) Vip Visible and Valuble(可见的设施和有价值的服务)

I-Inviting(邀请) Informative(服务结束后，邀请客人再次光临)

C-Creating(创造) Courteous(礼貌礼仪待人)

E-Eye(眼光) Excellent(优秀)

服务的标准 Star service standard

S smile & Greet 微笑与问候

T talk & Listen 交谈与倾听

A answer & Anticipate 回答与预计

R resolve 圆满的解决