香格里拉酒店集团Care1课程英文版参考资料

WelcometoShangri-LaCareSCIOHT1…TheShangri-LaWaySCIOHT2Everyoneparticipates1.Observetimelimits2.Gettoknowothers3.Don’tinterruptothers4.GroundRulesBebriefandtothepoint5.VisionSCIOHT3TheFirstChoiceforourCustomers,Employees,ShareholdersandBusinessPartnersWhyShangri-LaCareVisionCompetitiveEnvironmentCustomersaremoredemandingShangri-LaNo.1ChoiceUnique&DifferentfromourCompetitorsShangri-LaWayCoreServiceCustomerServiceShangri-LaWaySCIOHT5CoreServicesCustomerServicesCustomerTravelTraumaSCIOHT6BigReliefSCIOHT7TraumaisOverFeelSpecialAndImportantSCIOHT8GUIDINGPRINCIPLEWEWILLMAKECUSTOMERLOYALTYAKEYDRIVEROFOURBUSINESSSCIOHT9TravelCycleSCIOHT10Hotel-physicalcondition-feelingsPreparationTravelArrangementTicket;Visa;Hotel;Budget;Clothing;etcDomesticArrangementPets;Security;Plants;Callyourparents;Arrangetransport;etcDepartHomeWakeupearlyTrafficjamDepartAirport-boardingpass-immigration-waitingroomFlighttakesoff-traveltime-changeflightsArrival-luggage-immigration-customsToHotel-taxi-time-imaginationShangri-LaWelcomeandTreatmentSCIOHT11Shangri-LaHospitalityFromCaringPeopleGuestExpectationsSCIOHT12SCIOHT13ShowCareAnticipatetheirneedsBeSincereSCIOHT14SolveProblemsShowCareNotAllUnhappyGuestsWillComplainSCIOHT15BeFlexibleNeverSayNoTakePersonalResponsibilityUseGuestNameSCIOHT16Clarify/ObserveRightFirstAndEverySingleTimeDon’tDiscriminateSCIOHT17WarmlyWelcomeCareSincerityRespectCourtesyHumilityGuests’ExpectationsHelpfulnessSCIOHT18FlexibilityNeverSayNoSCIOHT19WhyCustomerchooseSLAWhytheycomebackSCIOHT20YouarethekeytoqualityserviceSCIOHT21AwardsrelevanttohotelsSCIOHT22WemusthavethebestpeopleYouarethebestSCIOHT23KeepCustomersBy:Providingdelightful&memorableexperiencewhichtheywon’tgetelsewhereSCIOHT24GuestLoyaltySCIOHT25TheProfileofcustomers1.Expectationofthesecustomers2.SCIOHT26HighExpectationDoMoreEverySingleTimeSCIOHT27PerformanceMonitorSCIOHT28PerformanceMonitorshowsuswhatourcustomerthinkandfeelaboutus.A.Studyisconductedbyanexternalresearchcompany-SynovateB.WhatisPerformanceMonitor?SCIOHT29TomeasureGuestSatisfactiononapropertybypropertybasisA.Tounderstand‘GuestLoyalty”anditkeydriversB.ObjectivesofPerformanceMonitorSCIOHT30Providesanon-goingtrackrecordofguests’perceptionandexperienceinourhotels.A.Givesinsightintothestrengthsandweaknessesofthevariousfunctionswithinourhotels.B.ThePerformanceMonitordoesthefollowingthingsforus:SCIOHT31GivesusanindicationofthecommitmentlevelofthecustomersandwhatexperienceswillimpactthiscommitmentlevelthemostC.TellsustheperceptionsofdifferentdemographicsofguestsD.ThePerformanceMonitordoesthefollowingthingsforus:SCIOHT32TobethepreferredchoiceforourcustomersWemustconstantlymonitorourperformanceManageallmomentsoftruthtocreateapositiveoutcomeImportanceofPerformanceMonitorSCIOHT33GuestsarerandomlyselectedonadailybasistocompletequestionnairesWerewardguestswithF&BvouchersDataisprocessedbySynovateHowisPerformanceMonitorAdministered?Reportonceevery4monthsSCIOHT3410OutstandingPerformanceMonitorRatings9Excellent8Verygood765Adequate4Indifferent3Poor21ExtremelyPoorSCIOHT3510PerformanceMonitorRatings987654321Best-In–Class(BIC)ZoneofExcellence(ZOE)ZoneofNormality(ZOM)ZoneofOpportunity(ZOO)TargetSCIOHT3675%ofourcustomerswillgiveusBICscoresinalldimensionsShowScoresofthefollowingDimensionsSCIOHT37OverallStayingExperienceLoyaltyServiceBehaviorIndividualRecognitionAnticipationofNeedsProblemsResolvedtoDelightFlexibilityShangri-LaHospitalityHelpfulnessCourtesyKnowledgeEfficiencyArrivalRoomsF&BValueunit13OHT#20OverallStayingExperience0102030405060P202P102Q401Q301Q201NonChinaGlobalSCIOHT37aunit13OHT#21LoyaltyServiceBehavior05101520253035404550P202P102Q401Q301Q201NonChinaGlobalSCIOHT37bunit13OHT#22IndividualRecognition0102030405060P202P102Q401Q301Q201NonChinaGlobalSC1OHT37cunit13OHT#23AnticipationofNeeds05101520253035404550P202P102Q401Q301Q201NonChinaGlobalSC1OHT37dunit13OHT#24Flexibility05101520253035404550P202P102Q401Q301Q201NonChinaGlobalSCIOHT37eunit13OHT#25ProblemResolvedToDelight05101520253035P202P102Q401Q301Q401NonChinaGlobalSC1OHT37funit13OHT#26Shangri-LaHospitality010203040506070P202P102Q401Q301Q201NonChinaGlobalSC1OHT37gunit13OHT#27Helpfulness010203040506070P202P102Q401Q301Q201NonChinaGlobalSCIOHT37hunit13OHT#28Courtesy010203040506070P202P102Q401Q301Q201NonChinaGlobalSCIOHT37iunit13OHT#29Knowledge0102030405060P202P102Q401Q301Q201NonChinaGlobalTSIOHT37junit31OHT#30Efficiency010203040506070P202P102Q401Q301Q201NonChinaGlobalTSIOHT37kunit13OHT#31Arrival0102030405060P202P102Q401Q301Q201NonChinaGlobalTSIOHT37lunit13OHT#32Rooms0102030405060P202P102Q401Q301Q201NonChinaGlobalTSIOHT37munit13OHT#33Food&Beverage05101520253035404550P202P102Q401Q301Q201NonChinaGlobalTSIOHT37nunit13OHT#34Value0510152025303540P202P102Q401Q301Q201NonChinaGlobalTSIOHT37oSCIOHT38HospitalityCaringDomoreNeverSay“No”SCIOHT39Japanese:Asian:NonAsian:RatingsByNationals:SCIOHT40CaringHospitalityDoingmoreExceedGuestsExpectationsCustomerServiceSinsSCIOHT41TheSinofIDon’tKnowSCIOHT42TheSinofICan’tDoSCIOHT43TheSinofYou’llHaveToSCIOHT44TheGreatestSinSayingNoSCIOHT45SCIOH