Examen De Certificacion Flashcards
Cual es la visión de One & Only Palmilla
Crear una experiencia OO , superada únicamente por si misma, mezclando armoniosamente nuestra cultura y la majestuosidad del medio ambiente, creando momentos que vivirán en los corazones de nuestros huéspedes.
Valores Kerzner
Sorprendemos a nuestros huéspedes
Desarrollemos gente apasionada y comprometida
Constantemente buscar la perfección
Alcancemos un buen desempeño financiero
Fundamentos de hospitalidad
Sentido de urgencia Personalidad Circulo de Responsabilidad Anticipación Asistencia continua Afectuosa bienvenida y despedida
Sense of Urgency
Without a Sense of Urgency executional consistency loses meaning and valué
Personality
Wear a smile, establish eye contact, maintain a positive body lenguage, use guest ñame whenever posible
Circle of Ownership
Personally attend to any guest request in your zone. Follow though completion within hospitality time given.
Anticipación
Listen carefully, observe guest movements, anticipate request or guest needs.
Continued disposition
Always end a request by asking: is there anything else i can do for you?
Gracious Greeting & Farewell
Always extend a warm welcome and provide a Gracious Farewell wishing them a soon return .
Principios de hospitalidad
1 2 3 4 5 6 7 8 9 10
1er principio de hospitalidad .
At all times we WILL maintain a posture of inmediate asistance and mutual respect with our guest and staff members, pillar of our culture.
10th principle of hospitality
At all times we will respect the privacy of our guest and staff members, this is a vital component of excelence in our service standards.
9th principle of hospitality
At all times we will maintain a professional image, taking care of our own personal appearance, our uniform, our attitude and our behavior.
8th principle of hospitality
At all times we will answer phone calls according to the “teléphone etiquette” standard estabilished by OO Palmilla
7th principle of hospitality
At all times we must remember that we are part of a great theatrical performance representing OO Palmilla, this image and character must never be broken.
