瑞雅国际MY PRIORITY IS YOU培训手册.doc

2nd draft november 11, 2002 training manual mymy prioritypriority isis youyou my priority is you page 2 of 18created on 2002/11/15 12:23:00 table of contents 1.objective .3 2.why “my priority is you”?3 3.campaign plan .4 4.training 5 5.staff, management and guests involvement .6 employees.6 management.6 guests7 6.evaluation process7 7.public relations.8 8.appendix .9 my priority is you page 3 of 18created on 2002/11/15 12:23:00 message from the president dear general managers, the hospitality industry has become extremely competitive and this will further intensify with globalisation. service and staff attitude are the distinguishing characteristic in hotels and we have seen such visual elements succeed and fail in the even more competitive airline industry. as hospitality professionals, we realize that in order to “stand out from the crowd” and to challenge and succeed against our competitors, we need professional seamless services delivered by well trained and well motivated staff and management. swiss-belhotel international is determined to ensure that we distinguish ourselves from other hotel chains, large and small, by delivering high standard professional service through staff who have totally guest orientated attitude and service. however we cannot achieve such motivation and attitude without the efforts and leadership of the general managers. we are in the service and people business. staff and management are the most crucial element in the success of the hotel business. it is our objective to reflect positive and friendly service to our guests and to make the guest feel that they are our no1 priority. generally we have already developed very positive teams and staff attitudes. however to maintain these service and attitude standards requires constant training, motivation and leadership. “my priority is you” campaign is the refresher course for us all. this six month campaign throughout the swiss-belhotel international group is to build on the solid foundation that the group has built over the past 15 years, and to ensure a continuing improvement in our service and attitude. the success of this campaign relies on the support, leadership and commitment of every general manager. the results will be reflected in the profitability of the hotel with greater guest satisfaction and great “word of mouth” recommendation of your hotel and swiss-belhotel international. this will reinforce our “guest return philosophy” that our ultimate goal is that our guests will return. each hotel must appoint a “priority coordinator” who will be totally responsible to drive the campaign in each operation. parisa tong will coordinate on a group basis with the guidance of mr hilhorst. your weekly and monthly reports must detail the “performance” of your campaign. a hotel of the month will be announced for each month of the campaign and an sbi award will be given for “the priority hotel of sbi” and for “the priority gm of sbi” at the conclusion of the campaign. parisa tong will issue a short newsletter each month on the campaign to keep you up to date on activities and progress in each hotel. with such a great team of staff and general managers success is inevitable. gavin m. faull president, swiss-belhotel international my priority is you page 4 of 18created on 2002/11/15 12:23:00 1.objective swiss-belhotel international promises to meet and even exceed the clients expectations. “my priority is you” campaign reinforces, from management to every staff, that our focus is always our clients and guests. we are determined to create and maintain this synergy in all operations of swiss-belhotel international, which will truly distinguish us from the competition. 2.why “my priority is you”? we all have many priorities in life: families, friends, our hotel owners, our colleagues and ourselves. however in the hospitality profession, guests always matter the most! guests mean everything to our hotel and to every one of us. the hotel cannot operate without our guests generating revenue, costs need to be covered and staff need to be paid. owners will not be happy if guests are not satisfied. hotels are expected to provide comfortable rooms, extensive facilities and superior services. however more and more, guests are not satisfied with these basic services. what we would like to achieve through this campaign is to take our team one step further. we need to go beyond the basic services and provide more. we need to make the guests feel important, feel good, feel super! so they will remember that they have stayed in one of the swiss-belhotels, and they may recommend it to other guests. my priority is you page 5 of 18created on 2002/11/15 12:23:00 3.campaign plan “my priority is you” campaign is carried out from march 1st to august 31st, 2003 in all operations managed by swiss-belhotel international. december 15th, 2002distribution of the campaign manual to all hotels briefing for management team ongoinggm and department heads collect “my priority is not you” actions that can be used for training january 1st 15th, 2003translation of the manual and other collaterals into local language january 15th february 15th, 2003 printing materials for the campaign february 15th 25th, 2003training sessions for all employees prior to march 1st, 2003introduction of the campaign at the staff meeting march 1st, 2003launch of the campaign inform local media / press march 1st 15th, 2003follow up training sessions ongoingadditional training sessions upon request training sessions for new employees end of each month from march to august 2003 presentation of “priority star” by the general manager at staff meeting end of each monthinclude the progress of the campaign in the hotel monthly report may 31st, 2003submission of mid-term evaluation results by the general managers to sbi august 31st, 2003submission of final evaluation results by the general managers to sbi september 1st 5th, 2003nomination for “swiss-belhotel priority star” by the general managers september 15th, 2003presentation of “swiss-belhotel priority star” by mr gavin faull at respective operation my priority is you page 6 of 18created on 2002/11/15 12:23:00 4.training general managers of all hotels as well as the department heads will start to observe employees performance on a daily basis upon receipt this manual. they are encouraged to record all the “my priority is not you” actions made by employees. these records should be collected by human resources department and used for training sessions. in addition, the management team needs to examine the improvement throughout the campaign period. a powerpoint presentation has been included in this manual which should be used for training as well as presentations to owners and media. it is the responsibility of the human resources department to translate the presentation into the local language. prior to the launch of campaign, department heads and general manager are encouraged to gather as many as “my priority is not you” examples. therefore role-plays are strongly recommended in the training. all employees including the management team need to complete the training session before march 1st, 2003, however additional trainings sessions can be conducted if necessary. on the job training also plays a significant part in the campaign. my priority is you page 7 of 18created on 2002/11/15 12:23:00 5.staff, management and guests involvement employees during the “my priority is you” campaign, all employees of the hotel are required to first complete the training session. the foremost important is that the employees are required to put “my priority is you” concepts into actions of their daily work. whether employees really place guests as the top priority will be considered as a criterion for performance evaluation. priority cards that has space for 10 stamps on each will be issued to all employees. these priority cards are to be carried while on duty. for every exceptional action that is recognized by hotel guests or management, the employee will receive a “priority acceptance” stamp on his/her priority card. employees who can collect the most stamps in the department within a month will receive a prize from the department head upon approval of the general manager. the prize will be decided by each hotel, it may be small cash rewards and so on. in addition to employee of the month award, two “priority star”s (front of house and back of house) will be elected every month to recognize the employee who truly place guests as his or her priority at all times. selection of “priority star” is based on the nomination of guests, management and employees. the “priority star” will receive a certificate for recognition and a monetary award. these are decided by each hotel. a meal in restaurant is suggested as the employee can gain the opportunity to experience the feel of being prioritized. at the end of the campaign, all general managers will nominate one employee from the operation to be selected as the “”the swiss-belhotel international priority star”. the nomination will be supported by a summary of the employees exceptional performance, as well as other evidences. management management plays a crucial role in this campaign. it is the responsibility of the management team to understand the objective, and more importantly to reflect in daily actions. not only guests, but also staff members, owners are all the priorities of the management. management team should take every initiative to satisfy these parties and establish the proper example to other staff members. the general manager of the hotel is the initial motivator of the campaign. however this responsibility may be designated to another member of the management team if he/she wishes. my priority is you page 8 of 18created on 2002/11/15 12:23:00 as the most critical component of the entire campaign is the staff training, human resources department has vital responsibility for the design and scheduling of training sessions. each respective department will be responsible for other involvements, such as printing of collaterals and stationery, arranging press conference and so on. every department head will have certain number of “priority acceptance” (which stickers to recognize every extraordinary performance. each sticker should be initialed while issuing. as the same stickers will be given to guests for the same purpose, front office needs to pay special attention in the controlling the stickers. we highly respect the truthfulness of all employees, however there might be dishonest actions occurring since there is no strict control over the “priority acceptance” stickers. it is the responsibility of the management to observe and judge in doubtful circumstances. guests all hotel guests are invited to participate in this campaign. upon check-in, guests will be informed about the campaign. five (5) “priority acceptance” stickers will be given to each guest. during their stay, they may give one acceptance sticker to the employee for every exceptional service provided. the guests are encouraged to return the remaining stickers upon check-out. guests who did not give any “priority acceptance” (which may suggest this guest is not satisfied) should be brought to managements attention and meeting the guest. meanwhile, every guest is encouraged to complete a questionnaire during the stay. every guest has the right to nominate one employee, who may be selected as the “priority star” at the end of each month. participating guests will have the opportunity to win a lucky draw prize at the end of the campaign. the prize will be decided by each hotel according to individual situation. each guest may complete one questionnaire during one stay. 6.evaluation process guest satisfaction level should be evaluated continuously upon launching the campaign. however, the ultimate objective is to increase guest retention rate, and therefore to improve the financial results of the hotel. at the mid and end of the campaign, all hotels are required to submit a evaluation report to swiss-belhotel international in order to ensure the effectiveness of the campaign and alter the action if necessary. the report should be simple and contains necessary figures. please refer to appendix ii for a suggested format. my priority is you page 9 of 18created on 2002/11/15 12:23:00 7.public relations the marketing department or public relations personnel is responsible for informing the local public by press release, press conference and so on. however it is every employees responsibility to share the message with guests whenever possible. to support the campaign, following print materials need to be produced and displayed in the hotel. the design of all the collaterals should remain absolutely the same, except replacing each hotels logo. all collaterals should be in english and respective local language. logo (see attached file) badge (see appendix iii) to be wore by all employees of the hotel while on duty. it may be made by any cost effective material that the hotel wish to choose. suggested quantity: (number of employee) x 1.2 poster (see appendix iv) will be produced centrally and distributed to each hotel. the production charge will be posted to hotels. the posters are to be displayed in hotel lobby, guests lifts, business center, employee meeting rooms, offices, back of the house, staff canteen, employee notice board, and other public areas. tent card (see appendix v) to be placed in all food & beverage outlets, all guest rooms, executive lounges. suggested quantity: 1000 flyer (see appendix vi) to be displayed at the reception desk, as well as sent to clients with all outgoing mail. suggested quantity: 2000 email signature (see appendix vii) to be attached with all outgoing external emails. questionnaire (see appendix viii) to be placed in all guestrooms. all guests are encouraged to complete one questionnaire during each stay. if there is no submission upon check-out, front office staff should offer the questionnaire once again. suggested quantity: 2000 stationery (see appendix viiii) all print stationery such as envelope, letterhead and so on may display “my priority is you” logo. this is optional. suggested quantity: 2000 my priority is you page 10 of 18created on 2002/11/15 12:23:00 8.appendix appendix i: award suggestions employee who collects 10 priority acceptance stamps within the defined period of time may receive: cash voucher a souvenir of the hotel “priority star” may receive: lunch / dinner for two at one of the restaurants my priority is you page 11 of 18created on 2002/11/15 12:23:00 appendix ii evaluation reports hotel: mid-term / final evaluation report period: priority star recipients: priority star prize: ytd last ytdvariance guest satisfactory rate # of guest complaints staff turnover rate occupancy room revenue f&b revenue performance summary: issues & difficulties: exceptional