希尔顿饭店的宾客服务.ppt

为什么品牌如此重要? 对顾客来讲 帮助顾客做出明智的选择 对公司来讲 帮助公司从竞争中脱颖而出 伟大的品牌建立信任和忠诚 梦想 “让地球充满热情待客 的光明和温暖，过去 曾经是，也将继续是 我们的责任。” 康拉德 希尔顿 引以为豪的遗产 13 So we know what Equilibrium is. And we know we WANT to deliver it – it’s a great promise, after all. Let’s look at HOW we can deliver it. To deliver Equilibrium, we focus on four ‘Brand Building Blocks’. Lets look at those. Reveal Consistency The first building block is Consistency. Guests must be able to trust Hilton to deliver quality service, consistently, in every hotel. This is how we maintain their trust. A Hilton experience is a ‘no worries, no surprises’ experience. We want our guest to think: ‘If it’s Hilton, I can relax; I know exactly what I’m going to get and they won’t let me down.’ Reveal Hassle-free Our second building block is being Hassle-free. We must remove the hassle, from booking to business support to departure. We must find new ways to make the Hilton experience effortless and efficient wherever we can. We want our guest to think: ‘It’s easy for me to stay at Hilton.’ Reveal Personalised We need to get personal: to recognise our guests as individuals, and to make sure they enjoy personal ‘Hilton’ touches. We want our guest to think: ‘I want to stay at Hilton because they make me feel good.’ Reveal Hilton Moments Our guests must feel extraordinary care and thoughtful attention to detail goes in to everything that we do. We must go the extra mile for every single guest. We want our guests to think: ‘I know I’ve made the right choice when I stay at Hilton.’ In summary, each Hilton Brand Building Block is vital to our brand – and when we put all the Hilton Brand Building Blocks together, the result is Equilibrium, which applies to every single thing we do at every stage of our customer’s journey. 16 I’ve talked about how you can help the brand: now I’d like