愛華網(wǎng)本文選自SEG 酒店管理
萬豪國際集團是世界上著名的酒店管理公司和入選財富全球500強名錄的企業(yè)，其管理業(yè)務(wù)遍布全球72個國家和地區(qū)，包括麗思卡爾頓酒店、JW萬豪酒店、萬麗酒店、萬豪酒店及度假酒店、萬怡酒店及萬豪行政公寓等20個品牌，超過2,800家酒店，共有員工128,000人。萬豪曾被《財富》雜志評為酒店業(yè)最值得敬仰企業(yè)和最理想工作酒店集團之一。
萬豪集團最基本的理念是“人服務(wù)于人”，這有兩方面的含義：公平對待每一位員工，同時重視員工的感受，讓他們體會到“家”的感覺。創(chuàng)始人威拉德·瑪里奧特先生的經(jīng)營思想是：你如能使員工樹立工作的自豪感，他們就會為顧客提供出色的服務(wù)。萬豪成功經(jīng)驗的關(guān)鍵是以員工和顧客為企業(yè)的經(jīng)營之重。下面讓我們一起來領(lǐng)略一下，萬豪20個成功的管理理念！
1、我們?nèi)翰呷毫?，互相尊重，對待同事如同對待自已的家人和貴賓一樣。我們堅守萬豪先生的信念："同事之間互相關(guān)懷照顧，必定能為客人提供更周到體貼的服務(wù)。
We practice teamwork and treat each other with the same respect we afford our family and best guests. We adhere to Mr. Marriott’s belief that "If we take care of each other , we will be able to take better care of our guests."
2、真誠待客，體貼關(guān)懷，以確保客人不斷再來光顧是我們最重要的宗旨。對客人表現(xiàn)出真誠熱情的態(tài)度，時刻全心全意的關(guān)注。
Genuine care and comfort of our guests to ensure their return is our highest mission . Display genuine and enthusiastic interest in the guest, and always pay complete attention.
3、笑臉迎人，親切招呼每位客人。以熱情有禮，和藹可親的態(tài)度與客人交談。盡可能用客人的名字來稱呼對方。謹記用適當(dāng)?shù)难赞o，避免使用俗語和酒店術(shù)語。
Smile and greet every guest. Speak to the guest in a warm, friendly and courteous manner. Use their name as often as possible. Always use appropriate vocabulary. Avoid slang and hotel jargon.
4、感謝客人光臨，親切地向客人說再見，令他們臨離開之前對酒店留下溫馨難忘的好印象。
Thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive.
5、預(yù)先估計客人的需要，靈活配合。貫徹"主動待客"的原則，留心客人的神態(tài)，察顏辨色，以提供體貼周到的服務(wù)，令客人喜出望外。
Anticipate guest needs and be flexible In responding to them. Practice "Proactive Hospitality". Pick up on non-verbal cues to initiate personalized service and delight all guests.
6、對本身的工作崗位了如指掌。參加工作所需的所有培訓(xùn)課程。
Be knowledgeable about your job. Attend all training courses required for your position.
7、任何同事收到客人的投訴，都有責(zé)任盡力處理。運用L.E.A.R.N.程序，在自己權(quán)利范圍內(nèi)盡力挽回客人的信心，按照跟進程序來處理客人的投訴，確保對方稱心如意。
Any associate who receives a guest complaint "Owns" the complaint. Use the L.E.A.R.N. process to do everything in your power to never lose a guest. Follow guest response procedures to ensure that the guest is delighted.
8、每位同事都有責(zé)任認識和尊重客人的喜好，使客人在酒店期間得到體貼的服務(wù)。
It’s everyone’s responsibility to learn and honor our guests’ preferences so we can personalize their stay.
9、任何同事如看到設(shè)施的用品損毀或不足，都有責(zé)任向上級報告。
It is the responsibility of every associate to report defects in the hotel, including shortages of equipment and supplies.
10、一絲不茍地執(zhí)行清潔標(biāo)準，是每位同事的責(zé)任。所到之處均予清潔，包括前堂和后堂。
Uncompromising standards of cleanliness are everyone’s responsibility. Clean as you go. Both the Front of the House and the "Heart of the House".
11、我們有一流的工作環(huán)境，所以請你不論是在公司內(nèi)外，都擔(dān)當(dāng)本酒店和公司的大使。請勿批評公司，切勿在顧客面前抱怨。以積級的態(tài)度表達你對工作環(huán)境的關(guān)注。
This is a great place to work, so please always be an ambassador of your hotel and company, both in and outside of work. Avoid negative comments. Never complain in front of a guest. Express workplace concerns in a constructive manner.
12、總是能夠認出酒店的?？汀?br />
Always recognize repeat guests.
13、對酒店的情況了如指掌，隨時能夠回答客人的問詢?？偸鞘紫韧扑]本酒店的餐飲服務(wù)。親自為客人引路，單是指出方向并不足夠。如果走不開，至少陪客人走幾步。
Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotel’s food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.
14、遵守電話禮儀。自我介紹。盡快接聽，不要讓電話鈴聲聲響超過三聲。用適當(dāng)?shù)脑捳Z問候來電者。若要轉(zhuǎn)駁來電或要對方等候，必須先得到對方同意。盡量不要轉(zhuǎn)駁來電。
Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guest’s permission to transfer their call or place them on hold. Eliminate transfers when possible.
15、遵守制服及儀容標(biāo)準，包括佩帶自己的名牌，穿著大方得體的鞋襪。隨身攜帶"基本須知"卡。保持個人衛(wèi)生最為重要。
Follow uniform and appearance standards, including nametags, appropriate footwear and "The Basics" card. Personal hygiene is of the utmost importance.
16、客人和同事的安全，是我們最關(guān)注的事項。了解在緊急情況時自己應(yīng)負的責(zé)任，并時刻警覺消防和救生程序。
The safety and security of our guests and associates is a top priority. Know your roles during emergency situations and be aware of fire and life safety response processes.
17、培養(yǎng)安全工作的習(xí)慣。遵守所有工作安全政策。一發(fā)現(xiàn)有事故，意外和危險，立即向上級報告。
Practice safe work habits. Abide by all job safety policies. Immediately report incidents, accidents and hazards to your supervisor.
18、保護和照顧酒店的財產(chǎn)。資源要用得其所。減少浪費。確保妥善保養(yǎng)和維修酒店的物業(yè)和設(shè)施。
Protect and care for the assets of the hotel. Use our resources wisely. Eliminate waste . Ensure proper maintenance and repair of hotel property and equipment.
19、了解本酒店和所屬部門的目標(biāo)。你有責(zé)任與同事分享你的意見和建議，盡你所能不斷提高營業(yè)額、盈利、客人滿意程度和同事的士氣。
Know the goals of your department. It is your responsibility to share your ideas, Suggestions and energies to continuously improve sales, profit, guest satisfaction, and associate morale.
20、你得到本酒店授權(quán)和信任，盡你所能處理客人的需要。必要時，應(yīng)請同事幫忙。思考如何以創(chuàng)新的方法說"是"。
You are empowered and trusted to handle guest needs and problems to the best of your ability. Seek assistance , if needed. Think of creative ways to say "Yes".
附：Marriott萬豪集團 HR在SEG IRF（International Recruitment Forum）國際人才招聘會上的三段采訪精華視頻剪輯。同學(xué)們可以通過SEG IRF了解到Marriott萬豪集團的用人要求和標(biāo)準，也希望大家能通過這三段視頻能有所收獲。
1、2013年 第十屆SEG IRF Marriott HR采訪視頻
2、2013年第九屆SEG IRF Marriott HR采訪視頻
3、2013年第九屆SEG IRF Marriott HR采訪視頻
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