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1、2nddraftNovember11,2002MYPRIORITYISYOUTRAININGMANUALMYPRIORITYISYOUTABLEOFCONTENTS1.OBJECTIVE32.WHY“MYPRIORITYISYOU”?33.CAMPAIGNPLAN44.TRAINING55.STAFF,MANAGEMENTANDGUESTS’INVOLVEMENT6Employees6Management6Guests76.EVALUATIONPROCESS77.PUBLICRELATIONS88.APPENDIX9Page18of18Createdon2002/11/151
2、2:23:00MYPRIORITYISYOUMESSAGEFROMTHEPRESIDENTDearGeneralManagers,Thehospitalityindustryhasbecomeextremelycompetitiveandthiswillfurtherintensifywithglobalisation.Serviceandstaffattitudearethedistinguishingcharacteristicinhotelsandwehaveseensuchvisualelementssucceedandfailintheevenmorecompeti
3、tiveairlineindustry.Ashospitalityprofessionals,werealizethatinorderto“standoutfromthecrowd”andtochallengeandsucceedagainstourcompetitors,weneedprofessionalseamlessservicesdeliveredbywelltrainedandwellmotivatedstaffandmanagement.Swiss-BelhotelInternationalisdeterminedtoensurethatwedistinguis
4、hourselvesfromotherhotelchains,largeandsmall,bydeliveringhighstandardprofessionalservicethroughstaffwhohavetotallyguestorientatedattitudeandservice.HoweverwecannotachievesuchmotivationandattitudewithouttheeffortsandleadershipoftheGeneralManagers.Weareintheserviceandpeoplebusiness.Staffandma
5、nagementarethemostcrucialelementinthesuccessofthehotelbusiness.ItisourobjectivetoreflectpositiveandfriendlyservicetoourguestsandtomaketheguestfeelthattheyareourNo1Priority.Generallywehavealreadydevelopedverypositiveteamsandstaffattitudes.Howevertomaintaintheseserviceandattitudestandardsrequ
6、iresconstanttraining,motivationandleadership.“MyPriorityisYOU”campaignistherefreshercourseforusall.ThissixmonthcampaignthroughouttheSwiss-BelhotelInternationalGroupistobuildonthesolidfoundationthattheGrouphasbuiltoverthepast15years,andtoensureacontinuingimprovementinourserviceandattitude.Th
7、esuccessofthiscampaignreliesonthesupport,leadershipandcommitmentofeveryGeneralManager.Theresultswillbereflectedintheprofitabilityofthehotelwithgreaterguestsatisfactionandgreat“wordofmouth”recommendationofyourhotelandSwiss-BelhotelInternational.Thiswillre
