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StartFoodandBeverageWhatisaServiceBenchmark?什么是效勞基準(zhǔn)Abenchmarkistheservicestandard基準(zhǔn)是服務(wù)標(biāo)準(zhǔn)Abovebenchmark高于基準(zhǔn)Butwilltheguestgetthesame和客人想的一樣experienceduringtheirnextstay?下次到店還可以有好的經(jīng)歷Belowbenchmark低于基準(zhǔn)“Whywasn’tItoldaboutthealacartemenu?”

為什么我點(diǎn)的菜沒有？Belowbenchmark低于基準(zhǔn)“WhywasIseatedatadirtytable?”為什么我坐的桌子臟？Benchmark效勞基準(zhǔn)WhatistheGoalofanyIHGTeam?什么是我們IHG團(tuán)隊(duì)的目標(biāo)Simple…Maintainthehotel’sBenchmarks簡單….保持酒店的基準(zhǔn)BenchmarkWhatistheGoalofManagers?什么是管理人員的目標(biāo)Simple…SupportthestafftoachievetheBenchmarks簡單…支持你的員工完成基準(zhǔn)Motivation,CareerPlanning,Guidance,Training,Tools,Leadership激勵(lì)，職業(yè)規(guī)劃，指導(dǎo)，培訓(xùn)，工具，領(lǐng)導(dǎo)能力BenchmarkEnsureGrowthandDevelopmentand...Benchmarks確保不斷成長與發(fā)展等…基準(zhǔn)BenchmarkWhatisthegoalofaSeniorManager?什么是高級(jí)管理人員的目標(biāo)ServiceisOffered,NotAsked.服務(wù)是主動(dòng)的不是被動(dòng)的WhatisService?什么是效勞Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number1第一SMILEandgreetallguestsinourfieldofvision.微笑和問候在我們的視線內(nèi)(Lookup.)關(guān)注(Makeeyecontact.)目光接觸Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number2第二Wewillalwaysinspectoursectionspriortoservice.我們將總是檢查我們的服務(wù)區(qū)域Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number3第三Wewillintroduceourselvestoguests.我們把自己介紹給客人Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number4第四Wewilltakepersonalresponsibilityfortheguestexperience.我們將為客人的體驗(yàn)盡我們的職責(zé)（盡職責(zé)滿足客人的需要）Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number5第五Wewillpromotetheoutlet/hotel.我們將提升我們的部門與酒店(“WelcometoPlantersInn/CrownePlaza.”)歡迎來到“xxx酒店”O(jiān)nly10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number6第六Wewillalwaysleadguesttotheirtable.我們將總是引領(lǐng)我們的客人去他們的桌子Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number7第七Wewillofferaseconddrinkbeforethefirstdrinkisfinished我們將及時(shí)給客人添加酒水當(dāng)?shù)谝槐韧陼r(shí)。Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number8第八Wewillalwaysknowandexplaintheproductandtimingofthemenu我們將總是知道并及時(shí)解釋餐單產(chǎn)品Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number9第九Wewillalwaysthankguestsfortheirpatronageondeparture.我們將總是感謝客人的關(guān)顧在客人離開時(shí)Only10ThingstoRememberandYouareattheBenchmark對(duì)于基準(zhǔn)10項(xiàng)需要銘記Number10第十ManagersandSupervisorsarehereasSUPPORT.Ifweareindangeroffailinginservicewewillcallforhelp.經(jīng)理與主管總是隨時(shí)給予支持，當(dāng)我們遇到困難需要幫助時(shí)ImplementationGuidesServiceissimple.Rememberthese10ServiceBenchmarksandyoucan’tgowrong.效勞很簡單：記住這10項(xiàng)效勞基準(zhǔn)，你就不會(huì)做錯(cuò)。(Keepyourcardswithyou.)把卡片隨身帶著Food&Beverage餐飲SMILEandgreetallguestsinourfieldofvision.微笑和問候在我們的視線內(nèi)2.Wewillalwaysinspectoursectionspriortoservice.我們將總是檢查我們的效勞區(qū)域3.Wewillintroduceourselvestoguests.我們總是把自己介紹給客人4.Wewilltakepersonalresponsibilityfortheguestexperience.我們將為客人的體驗(yàn)盡我們的職責(zé)〔盡職責(zé)滿足客人的需要〕Wewillpromotetheoutlet/hotel.我們將提升我們的部門與酒店(“WelcometoPlantersInn/CrownePlaza〞.)歡送來到“xxx酒店〞6.Wewillalwaysleadgueststotheirtable.我將總是引領(lǐng)客人到指定的餐桌7.Wewillalwaysofferaseconddrinkbeforethefirstdrinkisfinished.我們將及時(shí)給客人添加酒水當(dāng)?shù)谝槐韧陼r(shí)。8.Wewillalwaysknowandexplaintheproductandtimingofthemenu.我們將總是知道并及時(shí)解釋餐單產(chǎn)品9.Wewillalwaysthankguestsfortheirpatronageondeparture.我們將總是感謝客人的關(guān)顧在客人離開時(shí)10.ManagersandsupervisorsarehereasSUPPORT.Ifweareindangeroffailinginservicewewillcallforhelp.經(jīng)理與主管總是隨時(shí)給予支持，當(dāng)我們遇到困難需要幫助時(shí)ServiceisOffered.NotAsked.效勞時(shí)主動(dòng)的不是被動(dòng)的RestaurantmanagersandsupervisorstoensureServiceBenchmarksareAchieved餐廳經(jīng)理和主管確保服務(wù)的基準(zhǔn)得到實(shí)現(xiàn)AssistantManagers’Duties助理經(jīng)理值班Dailycoaching,trainingleadership.每日的引導(dǎo)，培訓(xùn)領(lǐng)導(dǎo)TeamsstrivetoachieveserviceBenchmarks.團(tuán)隊(duì)努力去實(shí)現(xiàn)基準(zhǔn)Youcan’tleadfromtheback.不能帶領(lǐng)團(tuán)隊(duì)倒退AssistantManagers’Duties助理經(jīng)理值班AMssettheservicestandard.助理經(jīng)理指定服務(wù)標(biāo)準(zhǔn)Youareonlystrongasyourteam.你只有比你的團(tuán)隊(duì)更強(qiáng)ClearExpectations實(shí)現(xiàn)期望BriefingtheTop10daily.每天例會(huì)10項(xiàng)TheTop10isatool–useittodriveperformance&COACH!!10項(xiàng)基準(zhǔn)是工具-使用它執(zhí)行與指導(dǎo)WorkingdailytoensuretheBenchmarksaremet.日常工作中確保達(dá)到基準(zhǔn)ControltheEnvironment控制環(huán)境ClearExpectations實(shí)現(xiàn)期望Ifthereisno-oneonthedriveway/Ambassadorthenmoveresources,evenifitis如果沒人去帶領(lǐng)運(yùn)用這10項(xiàng)Ifserviceisnotbeingdeliveredthen...如果服務(wù)沒有到位接下來…YOU!你！ACTION!行動(dòng)！Youareaccountable.你負(fù)起責(zé)任ClearExpectations實(shí)現(xiàn)期望Yourjobistoensureservicedelivery.你的工作是確保服務(wù)的到位Onceyouhavemasteredleadershipinservice,theskyisthelimit.一旦你具備服務(wù)的領(lǐng)導(dǎo)能力，你將運(yùn)用自如。Youareaccountable.你應(yīng)負(fù)起責(zé)任ClearExpectations實(shí)現(xiàn)期望Beproudofyourteam.為你的團(tuán)隊(duì)感到自豪Beproudofyourservice.為你們的服務(wù)感到自豪Takecontrolandachieve.控制并完成THANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANKSTHANK