Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
11 Cards in this Set
- Front
- Back
- 3rd side (hint)
|
Pillar one |
We will constantly act in a manner which reflects our mission, vision and values, and be ever mindful of our Oriental heritage |
|
|
|
Pillar two |
We will warmly engage all guests by natural use of their names and through friendly gestures, smiles and eye contact |
|
|
|
Pillar three |
We will carefully watch and listen to each guest so that we can understand and anticipate their needs, and respond in a timely manner |
|
|
|
Pillar four |
We will maintain an alert posture so that we can proactively and respect fully acknowledge guests and fellow colleagues, even when passing by, offering assistance when needed |
|
|
|
Pillar five |
We will take ownership of each guest request or need to ensure the guests do not have to repeat themselves |
|
|
|
Pillar six |
We will never say "no" to a guest, but offer alternative solutions |
|
|
|
Pillar seven |
We will record guest preferences in order to surprise and delight our guests and ensure that their preferences are acted upon appropriately whenever possible |
|
|
|
Pillar eight |
When directing guests around the hotel, we will always at least partly escort them, never simply pointing |
|
|
|
Pillar nine |
We will answer telephones before the fourth ring, and always speak calmly and clearly |
|
|
|
Pillar 10 |
When talking with guests by telephone, we will ask permission before placing guest on hold, announce to whom they are being connected, and always allow the guest to be the one to end the call |
|
|
|
Pillar 11 |
We will listen to guest complaints calmly and sincerely, apologize for any inconvenience, agree upon an action which will follow, and then ensure the action occurs |
|
