洲际Smart Start II Overview.pptVIP

* SMART START Programme Dear Colleagues, It gives me great pleasure to introduce Smart Start. This is a living example of how collaboration can achieve great things and by working together we strengthen our capabilities. Smart Start is based on one very simple principle – before we can expect any of our staff to deliver outstanding service, we must introduce them to our brand and service standards. This is much more than a new team member attending an Orientation program. If we do this properly we will greatly improve: Guest Satisfaction : by having properly and consistently trained staff. Employee Engagement : by providing employees with skills knowledge to do their jobs to the best of their ability. Owner Returns : a consistent and effective training method is far more cost efficient than ad hoc repeated training sessions. RGI : with improved GSTS, this should also allow you to improve your hotel’s RGI position. Welcome Smart Start is a way of working smarter and getting results. I urge each General Manager, Executive Committee and every Manager to use this tool to the maximum. In hotels such as Crowne Plaza Mutiara Kuala Lumpur and Holiday Inn Melbourne, the results speak for themselves, and thanks to Phil Riley and his team in Kuala Lumpur, most of the hard work has been done for you. All you need to do is roll out the program and make sure each of your Managers uses it. Remember in Southern Asia, no employee should be facing guests without having first been fully trained in our service standards. Thank you in advance and thank you to Phil Riley, and his team for developing this great tool. ? Yours sincerely, ? Jan Smits Chief Operating Officer Southern Asia Korea Welcome Contents ? Welcome to your Smart Start Implementation Pack. ? Please take the time to review the Smart Start CD. On it you will find this Power Point Presentation which gives you a clear overview of the Smart Start concept, its objectives together with th