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“”TheQWorksTrainingDepartment–CoreTrainingTHEQWORKSYOURROLEINDRIVINGTHEVISION,MISSION,QUAL@TITUDEandSERVICESTANDARDS你在实现酒店远景，使命，QUAL@TITUDE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：KnowwhatandhowtouseQual@titudeineverythingyoudo了解什么是QUAL@TITUDE及如何运用于工作中UnderstandyourroleindrivingtheMission,Qual@titudeandServiceStandards了解你在实现酒店使命，QUAL@TITUDE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SwissôtelHotels&ResortsVision瑞士酒店及度假村管理集团的远景Tobecomeahighlyrecognisedbrandrespectedforit’sservicedelivery,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OurVisionOurMission我们的使命SwissôtelHotels&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”SwissôtelHotels&ResortsMissionsummary:瑞士酒店及度假村管理集团使命概述：Qual@titude质量@态度QUALITY质量ATTITUDE态度WhatisQUALITY?什么是质量？ROLEXPictureofHotelValues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SWISSÔTELVISION&MISSION瑞士酒店的远景和使命VALUES价值观values/•noun/asystemofideasandideals,especiallyonewhichformsthebasisofeconomicorpoliticaltheoryandpolicy■Thesetofbeliefscharacteristicofagrouporindividual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QUAL@TITUDE11GUIDINGSTANDARDS11个质量态度指导标准1.IdresstoimpresstheSwissôtelway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.Improvisation&Innovation–Icanalwaysfindasolution灵活创新－我总能找到解决方案。7.Iwilltakepersonalownershipofeveryguestcomplaint我勇于承担并解决每一位客人的投诉。8.IkeepSwissôtelsafeandsparklingclean我保持瑞士酒店的安全及整洁。9.IknowandcanadvisecustomersonallofourthreeP’s;Product,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Readanddiscussthe11Qual@titudeinyourgroup.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-playsorothermemeorableideas–BECREATIVE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KeepsEveryoneFocusedonQual@titude每位员工着重于质量@态度CreatesConsistency保持一致性Summary:QUAL@TITUDE概述VISION远景Tellsuswherewewanttobe要达到的目标MISSION使命Showsuswhatweneedtodotogetthere如何达到目标QUAL@TITUDEThecorrectbehaviors,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,MissionandapplyourServiceStandardsandQual@titudeeveryminuteoftheday.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.回顾今天所讨论的内容。Asateampreparea5minutespresentationthatexplainswhatwehavecoveredtoday.以小组形式准备一个5分钟的展示，以温习我们今天所学内容。Remember