Traditional Culture Encyclopedia - Hotel accommodation - The Development and Essence of Shangri-La Hotel in Qingdao
The Development and Essence of Shangri-La Hotel in Qingdao
Mr. An Huazi, Managing Director and CEO of Shangri-La Hotels Group, said: "China is one of the fastest growing countries in the world and has the most important economic status. In terms of tourism, China, with a population of 65.438+0.3 billion, has huge market potential, whether it is domestic tourism or growing inbound business and leisure tourism. Shangri-La will continue to be committed to the successful development in China. "
Training articles-serving stars, originated from Shangri-La care.
"Excellent hotels come from excellent employees, not gorgeous crystal chandeliers or expensive carpets." Shangri-La Hotels Group firmly adheres to this concept and interprets it as a firm commitment to employee development. It is predicted that by 20 10, the number of employees in the group will increase from the current 30,000 to 50,000, and this commitment is increasingly demonstrating its important position.
The whole process begins with the selection of employees-"hire employees with good working attitude and make them skilled through training"-which provides a solid foundation for accepting Shangri-La's concept. Next, the group invested a lot of money in training-perhaps more than any other hotel group-to provide continuous and perfect training guidance for all employees in its 55 hotels.
By creating a good working atmosphere, the group enables employees to achieve their personal and professional goals, thus retaining talents; Shangri-La has maintained a relatively low employee turnover rate in the industry.
Shangri-La Hotel
The main feature of Shangri-La Hotel Group is to provide high-quality and warm service to its guests. Just as its service tenet is defined as "hospitality, Shangri-La affection", all employees should be trained in "Shangri-La hospitality" within six months of their employment.
The training program aims to provide guests with a distinguished hotel experience with Shangri-La service, and then build brand loyalty. Respect, gentleness, courtesy, helpfulness and sincerity are the core values of this training. This training program is based on the theme of Shangri-La Hotel and is divided into four modules:
First, the hospitality of Shangri-La;
Second, the guests were overjoyed;
Third, actively remedy and win the loyalty of guests;
Fourth, carry forward the spirit of ownership.
The four modules of "Shangri-La Hospitality" highlight the mission of the group: "Every time, our guests will be overjoyed", which is also one of the guiding principles of Shangri-La.
"Shangri-La Hotel" training program is the corporate culture currently promoted by the Group, which has been strongly supported by the senior management and has been continuously implemented throughout the Group. The Group requires all its subordinate hotels to allocate special budgets for training development, and the general manager is personally responsible for ensuring that the special training funds allocated by hotels can be fully utilized every year.
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