体验记录英文翻译.docx
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体验记录英文翻译.docx
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体验记录英文翻译
AletterfromthechairmantothecolleaguesofHaoyikangInternationalHotel
"Giveabigsmiletotheworld."
Dearcolleagues,
Helloeveryone!
Firstofall,IonbehalfoftheHaoyikangGroupsincerelyinviteyoutojoinusinthisidealandpassionateteam,tocreateacommoncause.
HAOYIKANGGroupwasestablishedinHuiyangDistrict,GuangdongProvincein1991.Duringtwodecades,wehavebuiltaseriesofhotelindustrysystemicallyandsteadily,andcreatedourownhotelmanagementcompany,investingandself-managementofitsseveralbrandhotels.Inrecentyears,thegrouphaslaunchedHAOYIKANGHeadquartersandInternationalHotel,HighKingInternationalConferenceCenterandothermajorinvestmentprojects,whilepromotingtheoveralllistingandplanningtolandintheUSNASDAQStockMarket.
HAOYIKANGGrouphasbeenputtingthefocusonlong-termdevelopmentoffosteringindependenthotelmanagementbrandandstrivetocomeoutofthesituationofinternationalbrandmonopolyChina'shotelindustry.Weattachgreatimportancetosocialresponsibility,notinfavorofthepursuitofeconomicindicatorsasthefundamentalpurposeandthehigheststandards,andtocreatevalueforsocietyandrealizeourinterestsfromcontributingtosociety,toachievesustainabledevelopment.
HaoyikangInternationalHotelisinvestedbytheGroupwith1.1billionfocusingoncreatingahigh-endLuxuryhotel.Duetotheinternationalhotelbrandinthedomesticcapitalexpansion,ledtomassivebraindrain,therefore,astrongsenseofresponsibilityandsenseofmissiontopromotethe"Park",weinviteallcolleagueswhoisinterestedintherevitalizationoftheindependentbrandgrowthtojoinus,thisbigfamily.
Thereisno“dojobforother”culture,only"createthecauseandmutualachievement,"theself-headedculture.Letusjoinhandstogetherandneverabandon.TakingHaoyikangInternationalHotelasanewstart"tospreadtheorientalwisdomtotheworld".Letherebeourrealvalueconversionandspiritualhome,theworldwillwitnessourHAOYIKANGbrandcharmandfeelbrightsmilingface!
Weleaveaseatvacantforyou.Thankyou!
Chairman:
FuxuZhan
TheExperienceRecordofQingdaoSeaViewGardenHotel
Ⅰ.TheQingdaoSeaViewGardenHotelcorporateculture
Personalsentiment:
third-classcompaniesmakeproducts,second-ratecompaniesdobrand,first-classenterprisedoculture.
●ServiceBranding:
seaviewisfullofpassion
●ValueConcept:
thetruereturntosociety,createnationalbrand
●HotelPurpose:
tocreateandretaineverycustomer,totraineveryemployeeasausefulperson
●ManagementIdea:
theguestistheirlovedonesandtheirfamilies.Guestisalwaysright
●SeaviewSpirit:
servewithloveandworkwithattention
●SentimentalValue:
feelingsareoftenmoreimportantthanthelanguageitself,wemustfindthehiddenfeelingsinthefollowinglanguage,thatistherealandeffectiveinformation.Feelingsarethemostimportant.
●SeaviewStyle:
quickreactionandquickaction
●QualityConcept:
attentiontothedetail,thepursuitofperfection
●MoralCode:
Hotelwouldrathersufferlossesthanlettheguestscometogrief;individualwouldrathersufferlosses,thanthehotelsuffer.
●SurvivalConsciousness:
bepreparedfordangerintimesofsafety;self-improvement
●DevelopmentFaith:
OnlySacrificingimmediateinterests,willhavelong-termbenefits
●SenseOfCrisis:
Thehotelwhichcan’tachievecustomerexpectationsandmeetcustomerneedsmeanssentencingdeath.
●ManagementPosition:
managementofzerodefect;zerodistanceservice
●ManagementPrinciples:
high,strict,detail,real
◆High-highstartingpoint,highstandard,highefficiency
◆Strict-strictsystem,strictmanagement,strictdiscipline
◆Detail-meticulousideologicalwork,detailservice,fineworkplanandinspection
◆Real-layoutworkshouldbeimplemented;carryoutworktobesolid,reflectthesituationtobetrue
●ManagerForm:
quantitativemanagementbywalkingaroundthetable
●Threeaspects-preparationclasses,classesinsupervision,inspectionassessmentafterclasses
●Threekeys-thekeytime,keyparts,thekeyquestion
●Managementstyle:
strictinlove,lovecombinedwithstrict
●Tipsoftheenterprisesuccess:
searchforcustomer’sneedsandpraise
●TipsofServiceManagementsuccess:
details,detailsanddetails;check,checkandcheck
Ⅱ.Theservicedetailsisworthourreferenceandlearning
A.ReservationandPick-upService
●Detail1:
Duringthereservation,thereservationDepartmentwillnotonlyaskguestforthearrivaldate,arrivaltimeandflightnumber,butalsokindlyremindlocaltemperaturetochangetheclothing.Thedaybeforedeparture,thereservationDepartmentwillreconfirmtheaboveinformation.Thehotelnotonlyprovides24-hourpick-upserviceforfree,meanwhile,thehotelwillaskforguest’sopinionabouthowtoidentifythepick-upcard.It’sveryconsideratewithwarmth.
●Detail2:
Afterairplanearrivingattheairport,AirportRepresentativesofFrontOfficehavewaitedintheexitwithneatanddebonaireappearance.Theywillhelpguestscarryluggagewithsoftintonationandsmilingallthetime.Allthesemakepeoplecomfortable.
●Detail3:
ThereisawhiteInventorcommercialvehicle,whichhasacleancarbodyandbrightandcapaciousinteriorwith17seatstopickguestup.Moreover,theDriverandAirportRepresentativeswearwhiteglovesinvitinggueststogetontheseatfirstly.AndthentheytakeoutacoolhandtowelinwhitecolorfromtheinsulationcanandsendoutabottleofLaoshanmineralwaterforguests.
●Detail4:
Sincethedriverwastemporaryleaving,theAirportRepresentativesaidsorrytousfordelayingourtimeforseveraltimes.Whilethedrivercameback,healsomadeasincereapologytoguests.Thisisanemptycar.Obviously,thispick-upserviceisarrangingus(threepersons)aVIPreception.Admittedly,wefeelhappy.(It’sworthmentioningthatthebackgroundmusicinthecarisverysoftandmelodious.DrivinginthehighwayofQingdaoatdusk,it’swonderfultolistentothismusic.Laterwhenwecheckedinthehotel,wefoundthismelodyappearinginthehoteladvertisingvideoforseveraltimes.Thisbackgroundmusicshouldbeselectedbyhotel.)
●Detail5;
Beforedriving,thedriverintroducingthisjourneywilltake45minutesinadvance.Duringthejourney,thedriveransweredguests’questionhospitably.Tenminutesbeforearrival,thedriverusedinterphonetotellthefrontofficeinthehotelthatwearearriving.Justasmallactionshowsthecareforguestservice.(It’sworthmentioningthatwhileourcarwasleaving,theAirportRepresentativewasstandingoutsidethecarinastandardstandingposturewithsmilingandwavingtoseeoffus.Thewholeprocessiswell-trainedandconsistent.
B.TheFrontOfficeService
●Detail1:
Afterarrival,therearethreereceptioniststowelcomeusoutsidethelobby.(specialmention:
oneoftheconciergeholdsasquarestoolonhishandstomakeguestsgetoffthebusconveniently,avoidingguestsgettingoffthebusinesscarmaytrampleemptyandfalldownforitshighstep.Howintimateitis!
)
●Detail2:
Everyreceptionistshastheirownbusiness,oneforopeningthecardoor,oneforpickinguptheluggageandanotherforguiding.Allworkisinorderwithdetaileddivisionoflabor.Therearefreefreshfruitsplacinginthehotel’sreceptionareaandloungeforguests.
●Detail3:
GROwillaccompanytheguestcheckinginfor5-8minutes.Then,twoGrosandabellboywilltaketheguesttotheroom.(It’sworthmentionthattwoGRO,amaleandafemale,maleguestisaccompaniedbyfemalestaff,ladyguestbymalestuff.Thisisasmalldetail,butaverysuitablearrangement)
●Detail4:
TheGRO,inthefrontdesk,isaverybrilliantservicehighlightsintheSeaViewHotel.Fromthemwecanfeelthehighstandardofhotelinselecting,educatingpeople.Manhasanimposingappearanceandladyisdignifiedandbeautiful.Enteringthelobby,GROwillgivetheguestwithfullattention.Theappropriatedressandmakeup,standardandmoderatebowingetiquette,thevoiceandtoneincommunication,aswellasthegracefulsmileonherface,letpeoplerespectGROsincerelyandfeelwarmly.
●Detail5:
Everytimeyouwalkintothelobbyarea,youcanseeGROgreetinguswithabowandGROwillaccompanythegusttotheserviceplace.Ifyouwanttogoout,theywilltellyoutheoutsidetemperaturetoremindyoutochangeclothing.GROtakesgoodcommandoftheservicetoguestsothatguestcanfeeltheirhospitalityandcare,notoverattention.
●Detail6:
Intheoppositegateofthehotellobbyisthemostconspicuousplace,markingthemostcentralSeaViewculture——“QinQingYiJiaRen”(IntimateFeelingofFamily),fivebigwords,whichiscolorful,jumpingandwarmanditisveryappealing.EverynewguestwholooksatthissigncombiningwiththepersonalexperienceofserviceinthehotelwillunderstandalltheservicesofSeaViewfocusonthesefivewordstodo,andmakeitsuccessfully.
C.RoomService
●Detail1:
Enteringtheroom,GROwilltomakeabriefintroductionoftheroomandhotelfacilitiesrefinedly.Abouttwominuteslater,theroomattendantwillbringtwocupsofwelcometea,smallgifts,cookiescandyandthickenwoolslippers,aswellasintimatefamily-likecareandgreetings.(ItisworthmentionedthattheterminologyofroomserviceinSeaViewGardenHoteloftenusesthefollowingwords:
we,ourfamily,home,athome."Home"cultureinawordortwocomesouteasily,letapersonfeelwarmandmemorable.
●Detail2:
Roomattendantswalkclosetotherighthandsideinthefloor.Seeingthegu
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