1. For things to change, I must change first.

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

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

Do your job well, learn professional skills, take the initiative to communicate with others, and be the best version of yourself.

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 is going to help the guests fill his or her needs.

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

5. If you are not serving the customer, your job is to serve somebody who is.

Although back-office positions do not have direct contact with customers, by providing good service and support to front-line employees, they are also serving customers, so they should have the same strict requirements as front-line employees, or even more stringent. If you want the first line to be 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.