1. For things to change, I must change first. To change, you must change yourself first.

only by changing yourself can you change everything around you. If you have changed yourself, but the environment remains the same, it can only show that you have not changed enough.

2. If it is to be, it is up to Me. Start with me.

Do your own job, learn professional skills, communicate with others actively, and be your best.

3. You are the hotel ... Because you are the person who is going to help fill his or her needs. You represent the hotel, because you are the person who helps guests meet their needs.

any employee is the image spokesperson of the hotel, and your words and deeds are in the eyes and hearts of the guests.

4. Every call is the first call of the day. Every contact with guests is the first time today. The first impression is everything, and the last guest today needs you to leave the best first impression with your heart.

5. If you are not serving the customer, your job is to serve someone who is. If you are not serving the guests, then you are serving the people who serve the guests.

Although the backstage post does not directly contact the guests, it is also serving the guests by providing good service and support to the front-line employees, so it should be as strict as the front-line employees, or even stricter. If the first line is good, the second line must be better.

6. Simple rule for success, walk the extra mile. (Always do what is required plus a bit more.) The way to success: always do a little more than expected.

It seems unnecessary to explain this point. There is only one question: Do you really know the expectations of the guests? Try to say it and see if you can be satisfied.

7. It doesn't matter what the customer is right or wrong. It matters how they feel. It doesn't matter whether the guests are right or wrong, what matters is their feelings.

We tend to be obsessed with the right and wrong of our guests and forget their feelings.

8. The customer may not always be right, but they should be treated right. Guests may not always be right, but they should be treated correctly.

from our point of view, in fact, most of the time, the guests are not correct, and the requirements are too unreasonable. It's just that the guests will always stand from the guest's point of view.

9. It's the little things that matters. Small things will affect the feelings of guests.

The basic things that affect guests' feelings are small things, and there are few big things. Our job is to do countless small things well.

1. Do orderly things exotic well. We should strive for perfection in small things.

when the little things are done, they will naturally be perfect.

1/2

11. Anger is one letter away from Danger. In English, there is only one letter between anger and danger. When you are angry with a guest, you are not far from danger.

12. Our customers judge us by, what we say, how we say, what we do.

Guests judge us by what we say, how we say and what we do.

what to say, how to speak and whether to act or not.

13. Learn from your mistakes, but never repeat them. Learn from your mistakes and don't repeat them.

repeating mistakes and making low-level mistakes are our common shortcomings.

14. Be a thermostat not a thermometer. Be like a thermostat, not a thermometer.

The thermostat will adjust the temperature by itself, and it represents a proactive person regardless of environmental changes. The number of thermometer depends on the environment, representing passive people.

15. A happy experience begins with attitude. A good feeling comes from a good attitude. Attitude determines success or failure.

16. Under promise but over deliver. The service provided is better than promised. Commitment 1 points, service 12 points.

17. Do what you do well, and do it better every day. Do what you are good at and do better every day.

there is no need to explain, you and I both understand the meaning.

18. Every day I expect to get better or worse. The choice is mine. Every day I will get better or worse, which depends entirely on myself.

it seems that there is no need to explain.

19. warning, customers are peripheral. warning: guests can easily disappear. To make a guest disappear, it is enough to offend him once, not twice.