黄金服务准则
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以热情及真诚的态度款待客人。
准则十一
Exeed guest’s expectations by anticipating and meeting their needs without being asked.
预计客人所需，在客人提出要求前主动提 供协助，从而超越客人的期望。
准则十二
处理客人的服务要求时，应告知客人完成 服务所需的时间。如需延误，应主动知会 客人。
准则五
Take ownership of guests’requests.
以负责任的态度处理客人的要求。
准则六
End all interaction by thanking the guests and offering them any other assistance .
结束与客人的对话时，应向其道谢并主动 提供其它协助。
准则七
Never make a guest repeat a request.
避免让客人重复其要求。
准则八
Never say “no” –always try to offer at least two alternatives or solutions,so the guest may always have a choice.
Escort guests who ask for directions whenever possible.
客人询问方向时，应在许可的情况下带领 客人。
准则十三
Answer the telephone before the third ring.
于三声内接听电话。
准则十四
We are clean and professionally presented;and maintain an alert,approachable posture at all times.
准则十六
Never speak badly about the property,guests or other team members.
绝不能对公司、客人、同事作任何负面的 评价。
Gold Standard 黄金服务准则
准则一
Use the guest’s name at least twice in each interaction. 在对话时应至少两次使用客人的 姓名。
准则二
Observe the 5-foot and 10-foot rule. 遵守5/10法则。
准则三
Provide guests with accurate information about full range of products and services.
向客人提供准确而完整的酒店服务及产品 信息。
准则四
Give guests a reasonable estimated completion time of their requests and proactively advise them if there will be any delay.
永远不说“不”，应向客人提供至少两种 解决问题的方法或建议，以供客人选择。
准则九
Make each guests feel special by giving them your undivided attention.
专注热诚地服务客人，让客人感到与众不ຫໍສະໝຸດ Baidu同。
准则十
Treat guests with genuine enthusiasm and sincerity.
注意个人卫生和仪表，形象专业且大方。
准则十五
It is everyone’s responsibility to keep work and guest areas clean and visibly impressive at all times.
每位员工都有责任保持工作区域和客人区 域干净整洁。
准则十一
Exeed guest’s expectations by anticipating and meeting their needs without being asked.
预计客人所需，在客人提出要求前主动提 供协助，从而超越客人的期望。
准则十二
处理客人的服务要求时，应告知客人完成 服务所需的时间。如需延误，应主动知会 客人。
准则五
Take ownership of guests’requests.
以负责任的态度处理客人的要求。
准则六
End all interaction by thanking the guests and offering them any other assistance .
结束与客人的对话时，应向其道谢并主动 提供其它协助。
准则七
Never make a guest repeat a request.
避免让客人重复其要求。
准则八
Never say “no” –always try to offer at least two alternatives or solutions,so the guest may always have a choice.
Escort guests who ask for directions whenever possible.
客人询问方向时，应在许可的情况下带领 客人。
准则十三
Answer the telephone before the third ring.
于三声内接听电话。
准则十四
We are clean and professionally presented;and maintain an alert,approachable posture at all times.
准则十六
Never speak badly about the property,guests or other team members.
绝不能对公司、客人、同事作任何负面的 评价。
Gold Standard 黄金服务准则
准则一
Use the guest’s name at least twice in each interaction. 在对话时应至少两次使用客人的 姓名。
准则二
Observe the 5-foot and 10-foot rule. 遵守5/10法则。
准则三
Provide guests with accurate information about full range of products and services.
向客人提供准确而完整的酒店服务及产品 信息。
准则四
Give guests a reasonable estimated completion time of their requests and proactively advise them if there will be any delay.
永远不说“不”，应向客人提供至少两种 解决问题的方法或建议，以供客人选择。
准则九
Make each guests feel special by giving them your undivided attention.
专注热诚地服务客人，让客人感到与众不ຫໍສະໝຸດ Baidu同。
准则十
Treat guests with genuine enthusiasm and sincerity.
注意个人卫生和仪表，形象专业且大方。
准则十五
It is everyone’s responsibility to keep work and guest areas clean and visibly impressive at all times.
每位员工都有责任保持工作区域和客人区 域干净整洁。