Present ideas on flipchart, Role-plays or other memeorable ideas – BE CREATIVE 展示可以使用白板，小品或其它使人记忆深刻的形式 —— 要创新！
Summary: QUAL@TITUDE 概述 Sets the standard for: 为以下内容设定标准 Problem Resolution 问题解决方案 Grooming and Appearance 仪容仪表 Cleanliness 清洁 Safety and Efficiency 安全及高效 Describes How Work Gets Done 描述如何完成工作 Keeps Everyone Focused on Qual@titude 每位员工
Training Department – Core Training
“The Q Works ”
THE Q WORKS
YOUR ROLE IN DRIVING THE VISION, MISSION, QUAL@TITUDE and SERVICE STANDARDS 你在实现酒店 远景，使命，QUAL@TITUDE 及服务标准 中所扮演的角色
Integrity 诚实
We are honest, fair and sincere in all our daily actions. We can be trusted to do what is right and we can be relied upon to do what we say we will do. 我们诚实，公平，真诚，言出必行，值得信赖。
“When in doubt, refer to our Mission” 如有疑问, 使命” 如有疑问, 请参考 “使命”
Qual@titude 质量@态度
QUALITY 质量
ATTITUDE 态度
What is QUALITY? 什么是质量？

ROLEX
Picture of Hotel
态度 Values 价值观
Respect 尊重
We treat people how we would like to be treated. We respect and embrace diversity in thoughts, beliefs and cultures. We believe that successful business and an individual responsibility for sustainable development go hand-in-hand. 我们想要他人如何对待我们，我们就要用同样的方式去对待他人。 我们尊重并包容不同的思想，信仰和文化。我们相信酒店的成功 与个人的可持续发展是密不可分的。
Defines what we are in business to create 确定我们的商业定位 Defines what every guest should experience 确定客人享有的体验 The blueprint for all guest interactions 与客人互动的蓝图 It is our moral compass and organizational context 是我们的道德指南及组织结构的依据
Represents the deeply held belief within the organization and are demonstrated through the day-to-day behavior of all employees 诠释集团信念的深层含义, 并在员工的日常行为 中得以体现
Treat everyone as they wish to be treated and remain true to our Swiss heritage. 以他人所希望的方式对待他们, 秉承瑞士传统的 真谛。
BREAK TIME 休息时间
Swissôtel Hotels & Resorts Mission summary: 瑞士酒店及度假村管理集团使命概述：
Our Values 我们的价值观
Ownership 主人翁精神
We are passionate in our efforts to achieve perfection in everything we do and take responsibility for all of our actions. We recognise the needs of colleagues and anticipate the needs of our guests, taking appropriate action to always ensure the best possible outcome. 我们力求完美，勇于承担。我们关注员工和客户的需求，采取适当的方式 以确保最佳的效果。
BREAK TIME 休息时间
11 GUIDING STANDARDS 11个质量态度 指导标准
QUAL@TITUDE
1.
I dress to impress the Swissôtel way 我的仪容仪表体现瑞士酒店风貌。 I am proud to be a STAR, I.. 我以成为一颗STAR为荣, 我… Smile and greet before I am greeted 主动微笑问候 Thank before I am thanked 主动致以感谢 Acknowledge those in waiting 关注等候者 Repeat names when I can 称呼客人名字 I am part of making the memory of each guest a peak of perfection 我成就了客人完美体验的一部分。 I will go the extra mile to assist and escort our guests 我为客人提供额外的服务与帮助。 I will always use CARE Courtesy Appreciation Respect Empathy 我会始终贯彻CARE
VISION 远景
Tells us where we want to be 要达到的目标
MISSION 使命
Shows us what we need to do to get there 如何达到目标
Our Mission 我们的使命
Our Vision
Swissôtel Hotels & Resorts Mission 瑞士酒店及度假村管理集团的使命
2.
3.
4.
5.
礼貌 感激 尊重 理解
6. Improvisation & Innovation – I can always find a solution 灵活创新 － 我总能找到解决方案。 7. I will take personal ownership of every guest complaint 我勇于承担并解决每一位客人的投诉。 8. I keep Swissôtel safe and sparkling clean 我保持瑞士酒店的安全及整洁。 9.I know and can advise customers on all of our three P’s; Product, Programs, Promotions 我了解并向客人推荐酒店的3P：产品，活动及促销 10. We teach with humour and learn the most by accepting suggestions for improvement 我们寓教于乐,接受建议,取得进步。 11. Great individually, together brilliantly 个人创造优秀，团队成就辉煌。
Our Vision 我们的远景
Swissôtel Hotels & Resorts Vision 瑞士酒店及度假村管理集团的远景
To become a highly recognised brand respected for it’s service delivery, diversity in design, and contemporary Swiss attributes. 通过提供优良的服务，多元的设计以及现代的 瑞士特色，成为备受认可和尊崇的高品质品牌。
Group Activity 分组活动
Read and discuss the 11 Qual@titude in your group. 以小组方式阅读并讨论11条质量@态度 Select 2 of them 选择其中两条 Prepare a 3 minutes presentation that explains how you use them at work. 准备3分钟的展示以解释你将如何在工 作中贯彻该标准。 Time: 10 minutes 时间：10分钟
What are our Swiss attributes? 我们的瑞士特色是什么？ 我们的瑞士特色是什么？ 特色是什么
Global Innovative Caring Sensitive Uncluttered Functional Passion Perfection Knowledgeable Discreet Understated Quality Reliability Security Generosity Organizational competence 全球化 创新 关爱 敏锐 简洁 实用 激情 完美 博学 谨慎 质朴 质量 信赖 安全 慷慨 组织能力
名词 /一个由观点和理想组成的系统， 尤其是涉及经济或政治理论以及制度的基础 ■ 由团 体或个人的信仰组成的体系。
价值观/ •
Our Values 我们的价值观