洲际酒店员工培训l ppt课件
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洲际酒店员工培训l
Make It Happen 梦想成真
AGENDA 日程安排
3
源自文库
Agenda 日程安排
• Welcome, Introduction and Objectives 欢迎、介绍与课程目标展示
• Make it Happen – The Big Picture 梦想成真 – 画卷展示
• 所有的关系都建立在信任的基础之上，我们必须 通过实现我们的承诺而获得客人的信任。
14
UNDERSTAND 理解
• We are the people behind the scenes, working together with our guests, who are the real stars of the show. Our role is naturally one that is important, but as quiet and discreet as possible.
5
Programme Objectives 课程目标
At the end of this workshop you will be able to: 在本课程结束后，你将能够：
• Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解释皇冠品牌的定位并列出皇冠品牌的四 个关键因素
• Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能够解释自 己在皇冠品牌酒店“梦想成真”战略中的角色
6
The Big Picture: Objective 展示画卷－章节目标
By the end of this session you will be able to: 本章节结束后，你将能够： • Explain the Crowne Plaza brand positioning 解释皇冠品牌的定位 • List the 4 Crowne Plaza keys 列举皇冠品牌的四个关键因素
• The Thoughtful Achiever 深谋远虑的成功人士
4
Agenda 日程安排
• Make It Happen – The C.O.R.E. Strategy 梦想成真–核心战略
• The Meeting Moments Game 会聚时刻游戏
• Wrap-up and Close 总结和结束
• 我们需要拥有的基层员工和资源去支持客人的商 务需求。 为了达到成功的互动，我们需要满足 客人的基本需求。
13
TRUST 信任
• All relationships are created on the basis of trust. And we must gain the trust of our guests by delivering on our promise.
• Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目标客户的含 义，分别列举出这些目标客户入住皇冠品牌酒店的两个理性原 因和两个感性原因
• 我们必须明白客人来到我们酒店是因为他的商务 需求，所以我们要对他的情感需求敏感。
12
SUPPORTIVE 支持
• We have the infrastructure and people to back up our guests in their business operations. We provide them with all the essential ingredients for successful interactions.
• 我们是幕后工作人员，为了使客人满意而通力合 作。我们的客人，才是真正的舞台上的主角，我 们的角色自然也很重要的，但是我们要尽量的小 心谨慎。
15
Customer’s shoes
• Describe and demonstrate the four-step strategy for how to care for the target guest and enable them to have ‘Successful Interactions’ in Crowne Plaza Hotels 描述并展示关心目标客 户并使其能够在皇冠品牌酒店体验成功服务的四步战略
7
Make it Happen 梦想成真
8
CROWNE PLAZA BRAND VALUES
皇冠假日品牌价值观
9
CAPABLE 能力 SENSITIVE 灵敏 SUPPORTIVE 支持 TRUST 信任 UNDERSTAND 理解
10
CAPABLE 能力
To best support our guests in making things happen, we must be anticipative, competent and efficient in our professional duties, and must understand basic business needs.
为了最好的帮助我们的客人“梦想成真”，我们必 须
能够做到预计客人需求，在我们的专业领域能够胜 任并且高效的完成我们的工作，我们必须能够明白 客人的基本商务需求。
11
SENSITIVE 灵敏
• We must understand that our guests are here to meet business objectives, so we have to be sensitive to their emotional needs.
Make It Happen 梦想成真
AGENDA 日程安排
3
源自文库
Agenda 日程安排
• Welcome, Introduction and Objectives 欢迎、介绍与课程目标展示
• Make it Happen – The Big Picture 梦想成真 – 画卷展示
• 所有的关系都建立在信任的基础之上，我们必须 通过实现我们的承诺而获得客人的信任。
14
UNDERSTAND 理解
• We are the people behind the scenes, working together with our guests, who are the real stars of the show. Our role is naturally one that is important, but as quiet and discreet as possible.
5
Programme Objectives 课程目标
At the end of this workshop you will be able to: 在本课程结束后，你将能够：
• Explain the Crowne Plaza brand positioning and list the 4 Crowne Plaza keys 解释皇冠品牌的定位并列出皇冠品牌的四 个关键因素
• Understand and be able to explain your role in the Crowne Plaza Strategy through Make It Happen 理解并且能够解释自 己在皇冠品牌酒店“梦想成真”战略中的角色
6
The Big Picture: Objective 展示画卷－章节目标
By the end of this session you will be able to: 本章节结束后，你将能够： • Explain the Crowne Plaza brand positioning 解释皇冠品牌的定位 • List the 4 Crowne Plaza keys 列举皇冠品牌的四个关键因素
• The Thoughtful Achiever 深谋远虑的成功人士
4
Agenda 日程安排
• Make It Happen – The C.O.R.E. Strategy 梦想成真–核心战略
• The Meeting Moments Game 会聚时刻游戏
• Wrap-up and Close 总结和结束
• 我们需要拥有的基层员工和资源去支持客人的商 务需求。 为了达到成功的互动，我们需要满足 客人的基本需求。
13
TRUST 信任
• All relationships are created on the basis of trust. And we must gain the trust of our guests by delivering on our promise.
• Describe the target guest and give two examples of the rational needs they are likely to have when staying in a Crowne Plaza hotel and two examples of emotional needs 描述目标客户的含 义，分别列举出这些目标客户入住皇冠品牌酒店的两个理性原 因和两个感性原因
• 我们必须明白客人来到我们酒店是因为他的商务 需求，所以我们要对他的情感需求敏感。
12
SUPPORTIVE 支持
• We have the infrastructure and people to back up our guests in their business operations. We provide them with all the essential ingredients for successful interactions.
• 我们是幕后工作人员，为了使客人满意而通力合 作。我们的客人，才是真正的舞台上的主角，我 们的角色自然也很重要的，但是我们要尽量的小 心谨慎。
15
Customer’s shoes
• Describe and demonstrate the four-step strategy for how to care for the target guest and enable them to have ‘Successful Interactions’ in Crowne Plaza Hotels 描述并展示关心目标客 户并使其能够在皇冠品牌酒店体验成功服务的四步战略
7
Make it Happen 梦想成真
8
CROWNE PLAZA BRAND VALUES
皇冠假日品牌价值观
9
CAPABLE 能力 SENSITIVE 灵敏 SUPPORTIVE 支持 TRUST 信任 UNDERSTAND 理解
10
CAPABLE 能力
To best support our guests in making things happen, we must be anticipative, competent and efficient in our professional duties, and must understand basic business needs.
为了最好的帮助我们的客人“梦想成真”，我们必 须
能够做到预计客人需求，在我们的专业领域能够胜 任并且高效的完成我们的工作，我们必须能够明白 客人的基本商务需求。
11
SENSITIVE 灵敏
• We must understand that our guests are here to meet business objectives, so we have to be sensitive to their emotional needs.