萬(wàn)豪酒店管理理念萬(wàn)豪國(guó)際集團(tuán)（紐約證券交易所代號(hào)：MAR）是全球首屈一指的國(guó)際公司，萬(wàn)豪擁有遍布全球74個(gè)國(guó)家和地區(qū)的超過(guò)4,000家酒店和21個(gè)品牌。接下來(lái)，為大家分享萬(wàn)豪酒店管理理念，快來(lái)看看都有哪些吧!任何同事收到客人的投訴，都有責(zé)任盡力處理。運(yùn)用L.E.A.R.N.程序，在自己權(quán)利范圍內(nèi)盡力客人的信心，按照跟進(jìn)程序來(lái)處理客人的投訴，確保對(duì)方滿意如意。Anyassociatewhoreceivesaguestplaint"Owns"theplaint.UsetheL.E.A.R.N.processtodoeverythinginyourpowertoneverloseaguest.Followguestresponseprocedurestoensurethattheguestisdelighted.每位同事都有責(zé)任認(rèn)識(shí)和尊重客人的喜好，使客人在酒店期間得到體貼的效勞。It'severyone'sresponsibilitytolearnandhonorourguests'preferencessowecanpersonalizetheirstay.笑臉迎人，親切招呼每位客人。以熱情有禮，和藹可親的態(tài)度與客人交談。盡可能用客人的名字來(lái)稱呼對(duì)方。緊記用適當(dāng)?shù)难赞o，防止使用俗語(yǔ)和酒店術(shù)語(yǔ)。Smileandgreeteveryguest.Speaktotheguestinawarm,friendlyandcourteousmanner.Usetheirnameasoftenaspossible.Alwaysuseappropriatevocabulary.Avoidslangandhoteljargon.感謝客人光臨，親切地向客人說(shuō)再見，令他們臨離開之前對(duì)酒店留下溫馨難忘的好印象。Thanktheguestfortheirbusinessandbidthemafondfarewell.Maketheirlastimpressionofthehotelwarmandpositive.預(yù)先估計(jì)客人的需要，靈活配合。貫徹"主動(dòng)待客"的原那么，留心客人的神態(tài)，查顏辨色，以提供體貼周到的效勞，令客人喜出望外。AnticipateguestneedsandbeflexibleInrespondingtothem.Practice"ProactiveHospitality".Pickuponnonverbalcuestoinitiatepersonalizedserviceanddelightallguests.對(duì)本身的工作崗位了如指掌。參加所有工作需的培訓(xùn)課程。Beknowledgeableaboutyourjob.Attendalltrainingcoursesrequiredforyourposition.我們?nèi)翰呷毫?，互相尊重，?duì)待同事如同對(duì)待自已的家人和貴賓一樣。我們堅(jiān)守萬(wàn)豪先生的信念："同事之間互相關(guān)心照顧，必定能為客人提供更周到體貼的效勞。"Wepracticeteamworkandtreateachotherwiththesamerespectweaffordourfamilyandbestguests.WeadheretoMr.Marriott'sbeliefthat"Ifwetakecareofeachother,wewillbeabletotakebettercareofourguests."真誠(chéng)待客，體貼關(guān)心，以確保客人不斷再來(lái)光臨是我們最重要的宗旨。對(duì)客人表現(xiàn)出真誠(chéng)熱情的態(tài)度，時(shí)刻全心全意的關(guān)注。Genuinecareandfortofourgueststoensuretheirreturnisourhighestmission.Displaygenuineandenthusiasticinterestintheguest,andalwayspaypleteattention.任何同事如看到設(shè)施的用品損毀或缺乏，都有責(zé)任向上級(jí)報(bào)Itistheresponsibilityofeveryassociatetoreportdefectsinthehotel,includingshortagesofequipmentandsupplies.一絲不茍地執(zhí)行清潔標(biāo)準(zhǔn)，是每位同事的責(zé)任。所到之處均予清潔，包括前堂和后堂。Unpromisingstandardsofcleanlinessareeveryone'sresponsibility.Cleanasyougo.BoththeFrontoftheHouseandthe"HeartoftheHouse".我們有一流的工作環(huán)境，所以請(qǐng)你不管是在公司內(nèi)外，都擔(dān)當(dāng)本酒店和公司的在大使。請(qǐng)勿批評(píng)公司，切勿在客面前抱怨。以積級(jí)的態(tài)度表達(dá)你對(duì)工作環(huán)境的關(guān)注。Thisisagreatplacetowork,sopleasealwaysbeanambassadorofyourhotelandpany,bothinandoutsideofwork.Avoidnegativements.NeverplaininfrontofaguestExpressworkplaceconcernsinaconstructivemanner.總是能夠認(rèn)出酒店的常客。Alwaysrecognizerepeatguests.對(duì)酒店的情況了如指掌，隨時(shí)能夠答復(fù)客人的問(wèn)詢?？偸鞘紫韧扑]本酒店的餐飲效勞。親自為客人引路，單是指出方向并缺乏夠。如果走不開，至少陪客人走幾步。Beknowledgeableabouthotelinformationtoanswerguestinquiries.Alwaysremendthehotel'sfoodandbeverageoutletsfirst.Escortguestsratherthanpointingoutdirections.Whenthisisnotpossible,taketheguestthefirstthreesteps.遵守禮儀。自我介紹。盡快接聽，不要讓鈴聲聲響超過(guò)三聲。用適當(dāng)?shù)脑捳Z(yǔ)問(wèn)候來(lái)電者。假設(shè)要轉(zhuǎn)駁來(lái)電或要對(duì)方等候，必須先得到對(duì)方同意。盡量不要轉(zhuǎn)駁來(lái)電。Followtelephoneetiquette.Introduceyourself.Alwaysanswerwithinthreerings.Useappropriategreetings.Alwaysrequesttheguest'spermissiontotransfertheircallorplacethemonhold.Eliminatetransferswhenpossible.遵守制服及儀容標(biāo)準(zhǔn)，包括佩帶自己的名牌，穿著大方得體的鞋襪。隨身攜帶"根本須知"卡。保持個(gè)人衛(wèi)生最為重要。Followuniformandappearancestandards,includingnametags,appropriatefootwearand"TheBasics"card.Personalhygieneisoftheutmostimportance.客人和同事的平安，是我們最關(guān)注的事項(xiàng)。了解在緊急情況時(shí)自己應(yīng)負(fù)的責(zé)任，并時(shí)刻警覺消防和救生程序。Thesafetyandsecurityofourguestsandassociatesisatoppriority.Knowyourrolesduringemergencysituationsandbeawareoffireandlifesafetyresponseprocesses.培養(yǎng)平安工作的習(xí)慣。遵守所有工作平安政策。一發(fā)現(xiàn)有事故，意外和危險(xiǎn)，立即向上級(jí)報(bào)告。Practicesafeworkhabits.Abidebyalljobsafetypolicies.Immediatelyreportincidents,aidentsandhazardstoyoursupervisor.保護(hù)和照顧酒店的財(cái)產(chǎn)。資源要用得其所。減少浪費(fèi)。確保妥善保養(yǎng)和酒店的物業(yè)和設(shè)施。Protectandcarefortheassetsofthehotel.Useourresourceswisely.Eliminatewaste.Ensurepropermaintenanceandrepairofhotelpropertyandequipment.了解本酒店和所屬部門的目標(biāo)。你有責(zé)任與同事分享你的意見和建議，盡你所能不斷提高營(yíng)業(yè)額、盈利、客人滿意程度和同事的士氣。Knowthegoalsofyourdepartment.Itisyourresponsibilitytoshareyourideas,Suggestionsandenergiestocontinuouslyimprovesales,profit,guestsatisfaction,andassocia