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1、2nd draft November 11, 2002MY PRIORITYISYOUTRAINING MANUALMY PRIORITY IS YOU TABLE OF CONTENTS1.OBJECTIVE32.WHY “MY PRIORITY IS YOU”?33.CAMPAIGN PLAN44.TRAINING55.STAFF, MANAGEMENT AND GUESTS INVOLVEMENT6Employees6Management6Guests76.EVALUATION PROCESS77.PUBLIC RELATIONS88.APPENDIX9MESSAGE FROM THE
2、PRESIDENT Dear General Managers, The hospitality industry has become extremely competitive and this will further intensify with globalisation. Service and staff attitude are the distinguishing characteristic in hotels and we have seen such visual elements succeed and fail in the even more competitiv
3、e airline industry. As hospitality professionals, we realize that in order to “stand out from the crowd” and to challenge and succeed against our competitors, we need professional seamless services delivered by well trained and well motivated staff and management. Swiss-Belhotel International is det
4、ermined to ensure that we distinguish ourselves from other hotel chains, large and small, by delivering high standard professional service through staff who have totally guest orientated attitude and service. However we cannot achieve such motivation and attitude without the efforts and leadership o
5、f the General Managers. We are in the service and people business. Staff and management are the most crucial element in the success of the hotel business. It is our objective to reflect positive and friendly service to our guests and to make the guest feel that they are our No1 Priority. Generally w
6、e have already developed very positive teams and staff attitudes. However to maintain these service and attitude standards requires constant training, motivation and leadership.“My Priority is YOU” campaign is the refresher course for us all. This six month campaign throughout the Swiss-Belhotel Int
7、ernational Group is to build on the solid foundation that the Group has built over the past 15 years, and to ensure a continuing improvement in our service and attitude. The success of this campaign relies on the support, leadership and commitment of every General Manager. The results will be reflec
8、ted in the profitability of the hotel with greater guest satisfaction and great “word of mouth” recommendation of your hotel and Swiss-Belhotel International. This will reinforce our “guest return philosophy” that our ultimate goal is that our guests will return.Each hotel must appoint a “Priority C
9、oordinator” who will be totally responsible to drive the campaign in each operation. Parisa Tong will coordinate on a Group basis with the guidance of Mr Hilhorst. Your weekly and monthly reports must detail the “performance” of your campaign. A hotel of the month will be announced for each month of
10、 the campaign and an SBI award will be given for “The Priority Hotel of SBI” and for “The Priority GM of SBI” at the conclusion of the campaign. Parisa Tong will issue a short newsletter each month on the campaign to keep you up to date on activities and progress in each hotel.With such a great team
11、 of staff and General Managers success is inevitable.GAVIN M. FAULLPRESIDENT, SWISS-BELHOTEL INTERNATIONAL 1. OBJECTIVE Swiss-Belhotel International promises to meet and even exceed the clients expectations. “My Priority is YOU” campaign reinforces, from management to every staff, that our focus is
12、always our clients and guests. We are determined to create and maintain this synergy in all operations of Swiss-Belhotel International, which will truly distinguish us from the competition. 2. WHY “MY PRIORITY IS YOU”? We all have many priorities in life: families, friends, our hotel owners, our col
13、leagues and ourselves. However in the hospitality profession, guests ALWAYS matter the most! Guests mean everything to our hotel and to every one of us. The hotel cannot operate without our guests generating revenue, costs need to be covered and staff need to be paid. Owners will not be happy if gue
14、sts are not satisfied. Hotels are expected to provide comfortable rooms, extensive facilities and superior services. However more and more, guests are not satisfied with these basic services. What we would like to achieve through this campaign is to take our team one step further. We need to go beyo
15、nd the basic services and provide more. We need to make the guests feel important, feel good, feel super! So they will remember that they have stayed in one of the Swiss-Belhotels, and they may recommend it to other guests. 3. CAMPAIGN PLAN“My Priority is You” campaign is carried out from March 1st to August 31st, 2003 in all operations managed by Swiss-Belhotel International. December 15th, 2002Distribution of the campaign manual to all hotels Briefing for management teamOngoingGM and department heads collect “My priority is NOT you”
