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1、2nddraftNovember11,2002MYPRIORITYISYOUTRAININGMANUALMYPRIORITYISYOUTABLEOFCONTENTS1.OBJECTIVE32.WHY“MYPRIORITYISYOU”?33.CAMPAIGNPLAN44.TRAINING55.STAFF,MANAGEMENTANDGUESTS’INVOLVEMENT6Employees6Management6Guests76.EVALUATIONPROCESS77.PUBLICRELATIONS88.A
2、PPENDIX9Page18of18Createdon2002/11/1512:23:00MYPRIORITYISYOUMESSAGEFROMTHEPRESIDENTDearGeneralManagers,Thehospitalityindustryhasbecomeextremelycompetitiveandthiswillfurtherintensifywithglobalisation.Serviceandstaffattitudearethedistinguishingcharacteris
3、ticinhotelsandwehaveseensuchvisualelementssucceedandfailintheevenmorecompetitiveairlineindustry.Ashospitalityprofessionals,werealizethatinorderto“standoutfromthecrowd”andtochallengeandsucceedagainstourcompetitors,weneedprofessionalseamlessservicesdelive
4、redbywelltrainedandwellmotivatedstaffandmanagement.Swiss-BelhotelInternationalisdeterminedtoensurethatwedistinguishourselvesfromotherhotelchains,largeandsmall,bydeliveringhighstandardprofessionalservicethroughstaffwhohavetotallyguestorientatedattitudean
5、dservice.HoweverwecannotachievesuchmotivationandattitudewithouttheeffortsandleadershipoftheGeneralManagers.Weareintheserviceandpeoplebusiness.Staffandmanagementarethemostcrucialelementinthesuccessofthehotelbusiness.Itisourobjectivetoreflectpositiveandfr
6、iendlyservicetoourguestsandtomaketheguestfeelthattheyareourNo1Priority.Generallywehavealreadydevelopedverypositiveteamsandstaffattitudes.Howevertomaintaintheseserviceandattitudestandardsrequiresconstanttraining,motivationandleadership.“MyPriorityisYOU”c
7、ampaignistherefreshercourseforusall.ThissixmonthcampaignthroughouttheSwiss-BelhotelInternationalGroupistobuildonthesolidfoundationthattheGrouphasbuiltoverthepast15years,andtoensureacontinuingimprovementinourserviceandattitude.Thesuccessofthiscampaignrel
8、iesonthesupport,leadershipandcommitmentofeveryGeneralManager.Theresultswillbereflectedintheprofitabilityofthehotelwithgreaterguestsatisfactionandgreat“wordofmouth”recommendationofyourhotelandSwiss-BelhotelInternational.Thiswillre
