希尔顿华尔道夫品牌服务文化培训

ServiceCultureTraining[InsertNameHere]DistinctlyWaldorf.....BrandPillarsBRANDESSENCE:Timelessluxury;uniquelyreflectiveoftheheritageofeachlocationBRANDMISSION:Todiscerningtravelers,WaldorfAstoriaisthebrandofluxuryhotelsandresortsthatoffersauniqueserviceexperienceattheworld'slandmarkhotelsBRANDATTRIBUTES:UNPARALLEDSERVICE–THEWALDORFTOUCHAnticipatorytothehighestdegreePersonalizedtooccasionEnergeticandfriendlyyetunobtrusiveGenuineBETTERTHANHOMESophisticatedstyle&comfort,reflectingexquisitedesignGuestroomsthatfeellikeaprivateretreat,aspecialhomeAppointments&featuresforresidentialcomfortandeaseTechnology&access,enablingyoutoeasilydothethingsyouneedtoINSPIRATIONALENVIRONMENTEscaperealityandfeeltheexcitementofbeingintheworld'smostuniqueandmagicallocationsFilledwithexclusiveevents,specialoccasionsandtheambienceandinclusivenessofbeingapartofallofitwhilesimplybeingthereAgenda•UnparalleledService•LeavingaLegacyAWeekendattheWaldorfValueofService-AWeekendattheWaldorf•AverageRoomRate:$409.00•LengthofStay(3nights):$1,227.00•Taxes:$191.48•TotalStayCost:$1,418.48WhatdoYOUexpectforthatpriceServiceCultureTrainingUnparalleledServiceWhatdoesUnparalleledServicemeantoyou?ServiceValues•AttitudeandStyle•Anticipatory•Engaging•Responsive•Knowledgeable•Ownership•Memorable•Integrity•Team•DiscretionPASSIONPassionWepassionatelydedicateourselvestodeliveringanunparalleledserviceexperience–withoutfailAttitudeandStyleWereflecttheimageofourhotelatalltimes,impeccablygroomedandperfectlytailoredAttitude&StyleActivityCardsScenarioDiscussionAttitude&StyleActivityCardsGroupDiscussionBodyLanguage•Confidence•EyeContact•Tired•Don’tCareAnticipatoryWeexcelatanticipatingguestneeds,deliveringanindividualandpersonalexperienceTypesofGuests•Businessguests•Vacation/Leisureguests•GuestsattendingconferencesormeetingsAnticipatoryActivityCardsScenarioDiscussionAnticipatoryActivityCardsGroupDiscussionEngagingWeinitiateconnections,bothverballyandnon-verbally,alwaysactingandspeakingfirstTeamMember10Feet5Feet10-5RuleConversationStartersActivity•Divideintopairs•ONEMINUTE•Startasmanyconversationsasyoucan!EngagingRolePlayActivity•Divideintopairs•ChooseTeamMember&Guest•Guests–stepoutsidetheroom•TeammembersSTAYINTHEROOMEngagingActivityCardsScenarioDiscussionEngagingActivityCardsGroupDiscussionResponsiveWeexhibitgenuineconcernandinterestforeverypersonResponsiveRolePlayActivity•Divideintopairs•ChooseTeamMember&Guest•Guests–stepoutsidetheroom•TeammembersSTAYINTHEROOMResponsiveActivityCardGroupDiscussionServiceRecovery•StrongOpening•ResolvetheIssue•StrongClosingLEARN•Listen•Empathize•APOLOGIZE•Resolve•NotifyFollowUpKnowledgeableWearewell-informedandconversantinallaspectsofourhotelandprofessionsQuiz•Whendoeslaundryneedtobedowntobereturnedthesameday?•Whatarethemainrestauranthours?•Whattimeischeck-out?•AguesthasaFedExpackagebeingdelivered.Wherecanhepickitup?•WhatarethehoursoftheConciergeDesk?“Letmefindoutforyou”KnowledgeableActivityCardGroupDiscussionOwnershipWeaccepttheresponsibilitytoresolveallchallengesasourownOwnershipRolePlayActivity•Divideintopairs•ChooseTeamMember&Guest•Guests–stepoutsidetheroom•TeammembersSTAYINTHEROOMOwnershipActivityCardGroupDiscussionMemorableWecreateextraordinaryexperiences,positivememoriesandadesiretoreturnforourguestsMemorableActivityCardsScenarioDiscussionMemorableActivityCardsGroupDiscussionIntegrityWeactwithintegrityatalltimes,embracingthehighestcodesofethicsandconductIntegrityActivityCardsScenarioDiscussionIntegrityActivityCardsGroupDiscussionTeamWevaluethecontributionsanduniquetalentsofeachofourfellowteammembersTeamActivityCardsScenarioDiscussionTeamActivityCardsGroupDiscussionDiscretionWemaintainappropriatelevelsofprivacy,formalityanddecorumServiceCultureTrainingLeavingaLegacyleg⋅a⋅cy[leg-uh-see]1.agift;abequest2.anythinghandeddownfromthepastTHANKYOU!