酒店经营观念指导酒店经营活动的思想意识-精品文档

（四）Service Values: I Am Proud To Be Ritz-Carlton
• • • • I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I understand my role in achieving the Key Success Factors, embracing Community footprints and creating The Ritz-Carlton Mystique. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. I own and immediately resolve guest problems. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow. I am involved in the planning of the work that affects me. I am proud of my professional appearance, language and behavior. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
利兹的市场竞争观念 • 1 顶级服务 • 2 以顾客为中心 • 3 创造市场 • 4 个性化服务
经营理念--Gold Standards
Ritz-Carlton酒店为客人们提供一种独一无二的高雅环境与 氛围，然而使它在竞争对手中卓然不群的，则是其背后的 管理理念。The Ritz-Carlton的管理理念在它的“黄金标 准”所表述的公司核心价值中得到了充分体现。 Gold Standards include: • The Credo The Motto The Three Steps of Service Service Values The Employee Promise
酒店经营观念 指导酒店经营活动的思想意识 利兹酒店为例
利兹简介
• 丽兹酒店是被称为“世界豪华酒店之父”的凯撒· 丽兹于 1898年创办的，已经与一百多年的历史。”就像一切始 于世博一样，所有梦境都发生在丽兹。” The RitzCarlton的品牌历史源自1927年建立的Ritz-Carlton波士 顿酒店，它树立了The Ritz-Carlton品牌酒店和渡假村延 续至今的服务标准、餐饮和配套设施的基准。此后Cesar Ritz的服务哲学和创意重新定义了欧洲豪华酒店的奢侈体 验。一直引领行业标准的The Ritz-Carlton酒店公司，已 发展成为世界上著名的顶级豪华酒店管理公司。在国际高 档酒店业，The Ritz-Carlton被公认为首屈一指的超级品 牌。The Ritz-Carlton酒店公司始终承诺，以精益求精、 品质高贵和杰出的服务、尊贵奢华的酒店设施与精致可意 的美味佳肴服务他的每一位客人
（一）The Credo
• The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. • We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. • The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs ofee Steps Of Service
• A warm and sincere greeting. Use the guest‘s name.（热情和真诚的问候 ） • Anticipation and fulfillment of each guest‘s needs.（预见和满足每一位客人的需求 ） • Fond farewell. Give a warm good-bye and use the guest‘s name. （告别.向客人热情 地说再见,并称呼客人的名字. ）
(二)Motto
• At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. （淑女与绅 士为淑女与绅士服务 ）