洲际酒店建立标准分析报告.pptVIP

SETTING STANDARDS建立标准 COURSE OBJECTIVE 章节目标 By the end of this session you will be able to 在本章节结束时，您将能够: Define a standard and distinguish between Product Service Standards 定义标准及产品和服务标准之间的区别 Explain the differences between Brand, Hotel and Department Standards 解释品牌，酒店及部门之间的区别 Explain the Characteristics of a well written standard 解释书写完整良好的标准的特征 List the action steps to follow when setting implementing standards in your Department 列出在本部门设定及实施标准时遵循的行动步骤 Write a standard 写出一个标准 A statement describing the required product or service against which actual performance can be measured. 对需要的产品或服务的陈述，其实际工作表现可以被衡量 A standard establishes exactly what our customers should receive, for example 标准确立了我们应当为客人提供的服务，例如: A greeting with a smile 带着微笑的问候 A bar of soap 一条香皂 No burnt out light bulbs 没有烧坏的灯泡 DEFINITION OF A “STANDARD“标准的定义 These standards allow us to measure whether we achieved the standard. It has the following characteristics 标准衡量我们的服务是否达到了要求，其具有如下特征： It is what our customers expect in each Brand 是我们的客人对每个品牌的期望 It is clearly stated; not a matter of opinion 有清楚的表述而非仅是观点 It allows any observer to say “yes, achieved” or “standard not achieved” 任何旁观者都可以评价说“是的，达到了标准”或者“没有达到标准” Brand Standards differentiate the Brands within InterContinents Hotels Group 洲际集团的各个品牌标准都不相同 BRAND STANDARDS品牌标准 DEFINITION OF A “SERVICE” STANDARD 　　“服务”标准的定义 The giving of assistance or provision of something to guest and staff. It always concerns what we do and how we do somethin