华为培训资料精品PPT课件

YOUR ROLE IN DRIVING THE SWISSOTEL STANDARDS 你在推行瑞士酒店标准中所扮演的角色
By the end of this module, you will be able to: 课程结束后，你将可以：
Know what and how to use Qual@titude in everything you do 了解什么是QUAL@TITUDE及如何运用于工作中 Understand your role in driving the Mission, Qual@titude and Service Standards 了解你在实现酒店使命，QUAL@TITUDE 及服务标准中 所扮演的角色 Recognize the phases of employee engagement
Respect 尊重
We treat people how we would like to be treated. We respect and embrace diversity in thoughts, beliefs and cultures. We believe that successful business and an individual responsibility for sustainable development go hand-in-hand. 我们想要他人如何对待我们，我们就要用同样的方式去对待他人。 我们尊重并包容不同的思想，信仰和文化。我们相信酒店的成功 与个人的可持续发展是密不可分的。
全球化 创新 关爱 敏锐 简洁 实用 激情 完美 博学 谨慎 质朴 质量 信赖 安全 慷慨 组织能力
VISION 远景
Tells us where we want to be 要达到的目标
MISSION 使命
Shows us what we need to do to get there
如何达到目标
SWISSÔTEL VISION & MISSION 瑞士酒店的远景和使命
V A L U E S 价值观
values/ • noun /a system of ideas and ideals, especially one which forms the basis of economic or political theory and policy ■ The set of beliefs characteristic of a group or individual
态度
Values 价值观
Represents the deeply held belief within the organization and are demonstrated through the day-to-day behavior of all employees 诠释集团信念的深层含义, 并在员工的日常行为 中得以体现
Our Mission 我们的使命 Our Vision
Swissôtel Hotels & Resorts Mission 瑞士酒店及度假村管理集团的使命
Treat everyone as they wish to be treated and remain true to our Swiss heritage. 以他人所希望的方式对待他们, 秉承瑞士传统的 真谛。
价值观/ • 名词 /一个由观点和理想组成的系统，
尤其是涉及经济或政治理论以及制度的基础 ■ 由团 体或个人的信仰组成的体系。
Respect
Our Values 我们的价值观
尊重
Integrity
诚实
Ownership Safety & Security
主人翁精神 安全和保障
Our Values 我们的价值观
BREAK T休IM息E时间
Swissôtel Hotels & Resorts Mission summary: 瑞士酒店及度假村管理集团使命概述：
Defines what we are in business to create 确定我们的商业定位 Defines what every guest should experience 确定客人享有的体验 The blueprint for all guest interactions 与客人互动的蓝图 It is our moral compass and organizational context
Our Vision 我们的远景
Swissôtel Hotels & Resorts Vision 瑞士酒店及度假村管理集团的远景
To become a highly recognised brand respected for it’s service delivery, diversity in design, and contemporary Swiss attributes. 通过提供优良的服务，多元的设计以及现代的 瑞士特色，成为备受认可和尊崇的高品质品牌。
是我们的道德指南及组织结构的依据
“When in doubt, refer to our Mission” 如有疑问, 请参考 “使命”
Qual@titude 质量@态度
QUALITY 质量
ATTITUDE 态度
What is QUALITY? 什么是质量？
ROLEX
Picture of Hotel
What are our Swiss attributes? 我novative Caring Sensitive Uncluttered Functional Passion Perfection Knowledgeable Discreet Understated Quality Reliability Security Generosity Organizational competence
Training Department – Core Training
“The Q W”orks
THE Q WORKS
YOUR ROLE IN DRIVING THE
VISION, MISSION, QUAL@TITUDE and SERVICE STANDARDS 你在实现酒店
远景，使命，QUAL@TITUDE 及服务标准 中所扮演的角色