希爾頓：顧客是企業(yè)的生命，為了保持顧客高水平的滿意度，我們不斷地聽(tīng)取評(píng)估顧客意見(jiàn)，在我們所在的各個(gè)國(guó)家實(shí)行公平的制度來(lái)處理顧客投訴并尊重消費(fèi)者權(quán)利。
Our customers are our business. In order to maintain high levels of satisfaction we are constantly assessing the views of our customers. We operate a fair system for handling complaints and respect the rights of the consumer in the countries in which we operate.(HILTON)
馬里奧特：馬里奧特酒店優(yōu)質(zhì)服務(wù)的聲譽(yù)來(lái)自馬里奧特創(chuàng)立并長(zhǎng)期秉承的傳統(tǒng)，酒店簡(jiǎn)單的服務(wù)目標(biāo)“食物好，服務(wù)好，價(jià)格合理。”
Marriott's reputation for superior customer service rises out of a long
tradition that started with J. Willard Marriott's simple goal for Hot
Shoppes to provide "Good Food and Good Service at a Fair Price."
•-不遺余力的為顧客著想"Do Whatever it Takes to Take Care of the Customer"
•-對(duì)顧客無(wú)微不至的關(guān)心Pay extraordinary attention to detail
•-以硬件環(huán)境為榮Take pride in their physical surroundings (Marriot)
圣丹特：圣丹特客戶方針，我們酒店的效益來(lái)自我們客人的滿意體制，這也是作為一個(gè)旅館行業(yè)中最大的、最重要的體系。先進(jìn)的數(shù)據(jù)、資料將會(huì)衡量出產(chǎn)品和服務(wù)的質(zhì)量。同時(shí)也直接關(guān)系到客人對(duì)酒店的滿意程度和是否會(huì)再次光臨。
Cendant Guest tracking our hotels benefits from our Guest Satisfaction Tracking System, the largest such system in the lodging industry. This advanced database will measure and track key product and service attributes directly related to guest satisfaction and guest retention at your hotel.(CENDANT)
香格里拉：我們要把贏得客人忠實(shí)感作為事業(yè)發(fā)展的主要驅(qū)動(dòng)力，體現(xiàn)在
─始終如一地為客人提供優(yōu)質(zhì)服務(wù)。
─在每一次同客人接觸時(shí)，令客人喜出望外。
─行政管理人員與客人保持直接接觸。
We will make customer loyalty a key driver of our business through
- consistency in delivery of service
- delighting our customers in every customer contact
- executives having a customer contact role.
我們的使命宣言：為客人提供物有所值的特色服務(wù) 和創(chuàng)新產(chǎn)品，令客人喜出望外。
Our Mission ：Delighting customers by providing quality and value through distinctive service and innovative products (Shangri-La)
雷迪森：雷迪森的目標(biāo)是100% 的顧客滿意率，如果你對(duì)某項(xiàng)服務(wù)不滿意，請(qǐng)讓我們知道，我們將對(duì)其進(jìn)行糾正否則你可以不付款。
Our goal at Radisson is 100% guest satisfaction, if you aren’t satisfied with something, please let us know and we’ll make it right or you won’t pay.(Radisson)
海天：海天經(jīng)營(yíng)理念：為顧客創(chuàng)造價(jià)值Create value for guests;海天服務(wù)理念：海天之間一個(gè)家Hai Tian is a home away from home
