Marriott Hotel Management Concept

1. Any colleague who receives a guest complaint has the responsibility to try his best to deal with it. Use the L.E.A.R.N program, try your best to restore the confidence of the guests within your own rights, and handle the complaints of the guests according to the follow-up procedures to ensure the satisfaction of the other party.

Any employee who receives a guest complaint "owns" the complaint. Use the L.E.A.R.N program and do your best not to lose a guest. Follow guest response procedures to ensure guest satisfaction.

Every colleague has the responsibility to understand and respect guests' preferences, so that guests can get thoughtful service during their stay in the hotel.

It? Is everyone here? It is our duty to learn and respect our guests? Preferences so that we can personalize their accommodation.

Smile and greet every guest kindly. Talk to the guests in a warm, polite and kind way. Call the guests by their first names as much as possible. Remember to use proper words and avoid using common sayings and hotel terms.

Welcome every guest with a smile. Talk to guests in a warm, friendly and polite way. Use their names as much as possible. Always use proper vocabulary. Avoid slang and hotel jargon.

Thank the guests for coming, say goodbye to them kindly, and let them leave a warm and unforgettable good impression on the hotel before leaving.

Thank the guests for their patronage and bid them farewell. Let them have a warm and positive last impression of the hotel.

5. Estimate the needs of the guests in advance and cooperate flexibly. Carry out the principle of "active hospitality", pay attention to the guests' words and deeds, check their faces and distinguish colors, and provide thoughtful service to make them overjoyed.

Predict the needs of guests and respond flexibly. Practice "active hospitality". Seize nonverbal clues and start personalized service to please all guests.

6. Know your job like the back of your hand. Attend all training courses required for the job.

Know your job. Attend all the training courses required for your position.

7. We work together, respect each other and treat our colleagues like our family and distinguished guests. We adhere to Mr. Marriott's belief that "colleagues care about each other and will certainly provide more thoughtful services to our guests."

We practice teamwork and treat each other like family and best guests. We insist, Mr. marriott? We believe that "if we take care of each other, we will be able to take better care of our guests."

8. Sincere hospitality and considerate care are our most important purposes to ensure that the guests will come back again. Show sincere and enthusiastic attitude towards guests and always pay full attention to them.

Sincere care and comfortable service are our highest mission. Show sincere and enthusiastic interest in customers and always concentrate on them.

9. Any colleague has the responsibility to report to the superior if he sees that the facilities are damaged or in short supply.

Every employee has the responsibility to report the defects of the hotel, including the shortage of equipment and supplies.

10. It is the responsibility of every colleague to strictly implement the cleaning standards. Clean all the places you go, including the front hall and the back hall.

Is the uncompromising cleaning standard for everyone? The responsibility of. Cleaning while walking. There are both the front of the house and the "heart of the house".

1 1. We have a first-class working environment, so please be the image ambassador of the hotel and the company inside and outside the company. Please don't criticize the company and don't complain in front of customers. Express your concern about the working environment with a positive attitude.

This is a good place to work, so please always be the image ambassador of your hotel and company, whether at work or outside work. Avoid negative comments. Never complain in front of guests. Express your concerns about the workplace in a constructive way.

12. Always recognize the frequent guests of the hotel.

Be sure to recognize repeat customers.

13. I know this hotel like the back of my hand, and I can answer guests' inquiries at any time. Always recommend the catering service in our hotel first. It is not enough to show the guests the way in person, just pointing out the direction. If you can't leave, at least walk with the guests.

Understand the hotel information and answer the guests' questions. Always recommend hotels? The first is restaurants and beverage shops. Accompany the guests, not point out the direction. If not, take the tourists to the first three steps.

14. Observe telephone etiquette. Introduce yourself. Answer the phone as soon as possible, and don't let the phone ring more than three times. Greet the caller with appropriate words. If you want to transfer a call or ask the other party to wait, you must first ask the other party for permission. Try not to transfer calls.

Follow telephone etiquette. Introduce yourself. Always answer within three rings. Use appropriate greetings. Always asking for guests? Allow them to transfer their calls or put them on hold. Eliminate transfer as much as possible.

15. Abide by the standards of uniform and appearance, including wearing your own famous brand and decent shoes and socks. Carry a "basic information" card with you. Personal hygiene is the most important thing.

Follow uniform and appearance standards, including brand names, suitable shoes and "basic" cards. Personal hygiene is the most important thing.

16. The safety of guests and colleagues is our greatest concern. Know your responsibilities in an emergency and always be alert to fire fighting and life-saving procedures.

The safety of our guests and employees is a top priority. Understand your role in an emergency and understand the fire and life safety response process.

17. Cultivate the habit of safe work. Comply with all work safety policies. Report accidents, accidents and dangerous situations to superiors immediately.

Practice safe work habits. Comply with all work safety policies. Report incidents, accidents and dangers to your supervisor immediately.

18. Protect and cherish hotel property. Resources should be used rationally. Reduce waste. Ensure proper maintenance and repair of hotel property and facilities.

Protect and cherish hotel assets. Use our resources wisely. Eliminate waste. Ensure the correct maintenance and repair of hotel property and equipment.

19. Understand the objectives of the hotel and its subordinate departments. You have the responsibility to share your opinions and suggestions with your colleagues, and do your best to continuously improve the turnover, profitability, customer satisfaction and the morale of your colleagues.

Know the goals of your department. It is your responsibility to share your ideas, suggestions and energy to continuously improve sales, profits, customer satisfaction and staff morale.

20. The hotel authorizes and trusts you to do your best to meet the needs of the guests. If necessary, please ask your colleagues for help. Think about how to say "yes" in an innovative way.

You are authorized and trusted to do your best to deal with the needs and problems of guests. Ask for help if necessary. Think of some creative ways to say "yes".