世界著名酒店管理集团经营理念(上)

世界著名酒店管理集团经营理念（上）

四季酒店集团OUR VALUES我们的价值观OUR GOALS OUR BELIEFS OUR PRINCIPLES目标明确信念坚定原则不变Who We Are

我们的目标We have chosen to specialise within the hospitality industry, by offering only experiences of exceptional quality. Our objective is to be recognised as the company that manages the finest hotels, resorts and resort clubs wherever we locate. 我们目标明确，对酒店服务业心无旁骛，并以质量为重。无论我们所管理的酒店、渡假村及会所式住宅座落何处，我们的目标，都是要使四季集团成为举世公认的最佳酒店管理机构。We create properties of enduring value using superior design and finishes, and support them with a deeply instilled ethic of personal service. Doing so allows Four Seasons to satisfy the needs and tastes of our discriminating customers, and to maintain our position as the world’s premier luxury hospitality company. 我们的物业，都会因非凡的设计和完善的设备而更具价值。我们紧守严谨的道德操守，提供殷勤的个人化服务，必能满足贵客的严格要求，迎合他们的品味，以维持我们在全球高级豪华酒店机构中的崇高地

位。What We Believe

我们的信念

Our greatest asset, and the key to our success, is our people. 我们最大的财富和赖以成功的决定因素就是我们公司的全体员工。We believe that each of us needs a sense of dignity, pride and satisfaction in what we do. Because satisfying our guests depends on the united efforts of many, we are most effective when we work together cooperatively, respecting each other’s contribution and importance.

我们相信，无论所作何事，每个人都需要拥有尊严、自豪及满足感。若要满足客人的需要，必须携手同心，才可得以致之。我们的信念，就是上下一心，重视每个人的贡献和重要性，彼此互相尊重，

达致最大的效益。How We Behave

我们的操守We demonstrate our beliefs most meaningfully in the way we treat each other

and by the example we set for one another. In all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us. 我们的信念，首重于我们如何互相对待，以及彼此建立榜样。我们与贵宾、顾客、商业伙伴及同事之间的相处，所侧重的信条，就是要对人如对己。

How We Succeed

我们的成功We succeed when every decision is based on a clear understanding of and belief

in what we do and when we couple this conviction with sound financial planning. We expect to achieve a fair and reasonable profit to ensure the prosperity of the company, and to offer long-term benefits to our hotel owners, our shareholders, our customers and our employees.我们的成功，有赖于清楚确认我们对每件事的信念，并与有效的财政计划互相配合。我们预料能为本机构

带来合理的利润，确保业绩蒸蒸日上，并为酒店的顾客、雇员、拥有者及股东，谋求长远的利益。A Culture of Excellence优秀的文化Every working day, Four Seasons employees make

the difference for our guests by creatively maintaining our culture of service excellence. It is this service culture that sets us apart from our competitors. An intangible quality that keeps our valued guests returning again and again, and which drives us to deliver the best service in the industry. 每一个工作日，因为优秀的服务文化和创造性四季的员工对顾客的服务都会不同。

正是这种文化使我们远远超过我们的竞争对手。这种无形的特性使我们重要的客人再次光临我们，并促使我们在同行业中提供最好的服务。Consider these traits of the Four Seasons employee: 四季员工的特点：Motivation积极性Does helping others come naturally? Do you have the ability to anticipate people's needs and have a sense of urgency when satisfying them? 你有能力去预知客人需要并能及时地满足他们吗？Talent才能Do you have the knowledge, skills and experience not only to perform your job, but also to advance beyond it by embracing career-long learning?

你是否有知识、技能和经验，这不仅可以胜任你的工作，而且可以通过长期职业生涯的学习使你有所超越。If you see yourself reflected in these qualities, and are interested in developing your skills, you may be right for Four Seasons Hotels and Resorts.如果你具有这些品质，并对发展你的技能感兴趣，

四季是你合适的选择。A Commitment to Our People对待员工的责任At Four

Seasons, we treat our employees the same way that we expect them to treat our guests, with warmth, courtesy and respect. We know that if our employees are productive and content, our guests will be happy and want to return. 在四季，我们以期望员工对待顾客的方式来对待员工——热情、彬彬有礼和尊重。我们知道只有员工的高效和满意，顾客才能满意和不断光临。作为对待员工责任的一部分，四季

As part of our commitment to our people, Four Seasons is proud to offer

a Compensation and Benefit Plan, including:以提供补偿和利益计划而感到

自豪，包括：

?competitive pay and benefits

竞争性的收入和奖励

?well-tailored uniforms

得体的制服

?employee assistance plan

员工辅助计划

?career development programs

职业发展计划

?job training

职业培训

?educational assistance programs

教育辅助计划

?complimentary meals

免费工作餐

?promotion from within

内部提升We're happy to say that our employees tend to stay with us for a long time.

Our Senior Executives and General Managers average over 12 years of service. Starting at relatively junior levels, many of them have since progressed by benefiting from our individual career planning and development system and management training programs.

我们非常自豪的说我们的员工希望和我们长久共处，我们的高级行政人员和总经理平均工作年限超过12年。他们中许多人都是从基层开始工作，并在个人职业生涯计划、发展系统和管理培训项目中受益，从而获得提高和发展。We think we have something special here. In fact, Fortune Magazine has recently named us one of the Top 100 Companies to Work For in America - for a fifth year in a row.我们认为我们有一些特殊的东西，事实上，《财富》杂志近来已经将我们提名为美国100家最适宜工作的公司，这已是连续第5年获得这项荣誉。