《华为培训资料》PPT课件.ppt

,“,”,The Q Works,Training Department Core Training,THE Q WORKS,YOUR ROLE IN DRIVING THE VISION, MISSION, QUALTITUDE and SERVICE STANDARDS 你在实现酒店 远景，使命，QUALTITUDE 及服务标准 中所扮演的角色,YOUR ROLE IN DRIVING THE SWISSOTEL STANDARDS 你在推行瑞士酒店标准中所扮演的角色,By the end of this module, you will be able to: 课程结束后，你将可以： Know what and how to use Qualtitude in everything you do 了解什么是QUALTITUDE及如何运用于工作中 Understand your role in driving the Mission, Qualtitude and Service Standards 了解你在实现酒店使命，QUALTITUDE 及服务标准中所扮演的角色 Recognize the phases of employee engagement 了解“员工投入度”,Our Vision 我们的远景,Swisstel Hotels & Resorts Vision 瑞士酒店及度假村管理集团的远景,To become a highly recognised brand respected for its service delivery, diversity in design, and contemporary Swiss attributes. 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。,What are our Swiss attributes? 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 Organizational competence 组织能力,VISION 远景,MISSION 使命,Tells us where we want to be 要达到的目标,Shows us what we need to do to get there 如何达到目标,Our Vision,Our Mission 我们的使命,Swisstel Hotels & Resorts Mission 瑞士酒店及度假村管理集团的使命,Treat everyone as they wish to be treated and remain true to our Swiss heritage. 以他人所希望的方式对待他们, 秉承瑞士传统的真谛。,BREAK TIME 休息时间,Defines what we are in business to create 确定我们的商业定位 Defines what every guest should experience 确定客人享有的体验 The blueprint for all guest interactions 与客人互动的蓝图 It is our moral compass and organizational context 是我们的道德指南及组织结构的依据,“When in doubt, refer to our Mission” 如有疑问, 请参考 “使命”,Swisstel Hotels & Resorts Mission summary: 瑞士酒店及度假村管理集团使命概述：,Qualtitude 质量态度,Qual titude,QUALITY 质量,ATTITUDE 态度,What is QUALITY? 什么是质量？,ROLEX,Picture of Hotel,Attitude,Values 价值观,Represents the deeply held belief within the organization and are demonstrated through the day-to-day behavior of all employees 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,SWISSTEL VISION & MISSION 瑞士酒店的远景和使命 V A L U E S 价值观,values/ noun /a system of ideas and ideals, especially one which forms the basis of economic or political theory and policy The set of beliefs characteristic of a group or individual 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。,Our Values 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,Our Values 我们的价值观,Respect 尊重 We treat people how we would like to be treated. We respect and embrace diversity in thoughts, beliefs and cultures. We believe that successful business and an individual responsibility for sustainable development go hand-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 We are honest, fair and sincere in all our daily actions. We can be trusted to do what is right and we can be relied upon to do what we say we will do. 我们诚实，公平，真诚，言出必行，值得信赖。,Our Values 我们的价值观,Ownership 主人翁精神 We are passionate in our efforts to achieve perfection in everything we do and take responsibility for all of our actions. We recognise the needs of colleagues and anticipate the needs of our guests, taking appropriate action to always ensure the best possible outcome. 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 We provide and maintain a safe environment in which to work and where our guests can feel comfortable and secure. 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。,BREAK TIME 休息时间,QUALTITUDE,11 GUIDING STANDARDS 11个质量态度指导标准,1. I dress to impress the Swisstel way 我的仪容仪表体现瑞士酒店风貌。 2. I am proud to be a STAR, I 我以成为一颗STAR为荣, 我 Smile and greet before I am greeted 主动微笑问候 Thank before I am thanked 主动致以感谢 Acknowledge those in waiting 关注等候者 Repeat names when I can 称呼客人名字 3. I am part of making the memory of each guest a peak of perfection 我成就了客人完美体验的一部分。 4. I will go the extra mile to assist and escort our guests 我为客人提供额外的服务与帮助。 5. I will always use CARE 我会始终贯彻CARE Courtesy 礼貌 Appreciation 感激 Respect 尊重 Empathy 理解,6. Improvisation Product, Programs, Promotions 我了解并向客人推荐酒店的3P：产品，活动及促销 10. We teach with humour and learn the most by accepting suggestions for improvement 我们寓教于乐,接受建议,取得进步。 11. Great individually, together brilliantly 个人创造优秀，团队成就辉煌。,Group Activity 分组活动,Read and discuss the 11 Qualtitude in your group. 以小组方式阅读并讨论11条质量态度 Select 2 of them 选择其中两条 Prepare a 3 minutes presentation that explains how you use them at work. 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: 10 minutes 时间：10分钟 Present ideas on flipchart, Role-plays or other memeorable ideas BE CREATIVE 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！,Sets the standard for: 为以下内容设定标准 Problem Resolution 问题解决方案 Grooming and Appearance 仪容仪表 Cleanliness 清洁 Safety and Efficiency 安全及高效 Describes How Work Gets Done 描述如何完成工作 Keeps Everyone Focused on Qualtitude 每位员工着重于质量态度 Creates Consistency 保持一致性,Summary: QUALTITUDE 概述,VISION 远景 Tells us where we want to be 要达到的目标,MISSION 使命 Shows us what we need to do to get there 如何达到目标,QUALTITUDE The correct behaviors, to ensure that we are supporting our Vision & Mission. 正确的言行，确保我们支持我们的远景及使命。,VALUES 价值观 What we believe in, it helps us to create a passionate work environment. 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,Our CREDO 我们的信条,A Passion for Perfection 极致追求，成就完美,This is the result our guests will experience when we align it with our Vision, Mission and apply our Service Standards and Qualtitude every minute of the day. 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.,Group Activity 分组活动,Now its YOUR turn! 现在轮到你了！ Review the material we have discussed today.