?每1位不滿意的酒店顧客平均會(huì)向9-15個(gè) 人傾訴他們的不良體驗(yàn) 旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 不斷提升顧客體驗(yàn) MAXIMISE GUEST EXPERIENCE 共創(chuàng)卓越管理 BE THE BENCHMARK

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 2 概要 SGS旨在幫助酒店行業(yè)滿足各種各樣的需求，并為其在所遇到的眾多問題時(shí)提供量身 ABSTRACT 定制的解決方案： 在當(dāng)今世界，顧客可以用移動(dòng)設(shè)備放大一個(gè)不那么完美的體驗(yàn)。 SGS aims to help the hospitality industry to meet a variety of needs and 在線評(píng)論提高了對(duì)旅游及酒店體驗(yàn)與服務(wù)承諾的要求。因此，確 provide solutions to many of the issues presented today: 保酒店盡其所能達(dá)到更高水平客戶滿意度，比以往任何時(shí)候都重 要。 HX旅游及酒店體驗(yàn) Hospitality Experience - 節(jié)能 Energy Savings In today’s world, a guest’s less than perfect experience can Program ? 企業(yè)社會(huì)責(zé)任 Corporate Social Responsibility be magnified with a single mobile device. Online reviews ? 風(fēng)險(xiǎn) Risk have increased the demand for experience excellence and - 員工福利 Employee Welfare commitment. Therefore, it is more important than ever to - 食品安全 Food Safety - 社區(qū)參與 Community Involvement ensure that your property is doing all that it can to achieve - 用水安全 Water Safety - 尊重多樣性 Respect For Diversity the highest level of satisfaction. - 建筑安全 Building Safety ? 服務(wù)體驗(yàn)質(zhì)量 Quality Of Service Experience - 安保 Security - 特色一：專家神秘客 Feature 1: Professional - 網(wǎng)絡(luò)安全 Cyber Security - 業(yè)務(wù)連續(xù)性 Business Continuity Mystery Shopper ? 可持續(xù)發(fā)展 Sustainability - 特色二：服務(wù)認(rèn)證 Feature 2: Service - 環(huán)境 Environment - 廢物管理 Waste Management Certification 其他服務(wù) Other Services ? 服務(wù)創(chuàng)新設(shè)計(jì) Service Innovation Design ? 投訴管理 Complaint Management ? 培訓(xùn)體系搭建（企業(yè)大學(xué)） Training System Structure (Corporate University)

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 3 HX旅游及酒店體驗(yàn) HX項(xiàng)目包含四個(gè)獨(dú)立模塊 4 HOSPITALITY HX PROGRAM CONSISTS OF FOUR SEPARATE MODULES EXPERIENCE PROGRAM 123 什么是SGS HX？ 風(fēng)險(xiǎn)：當(dāng)今世界，風(fēng)險(xiǎn)降低 可持 續(xù)發(fā) 展：世界 各地 的 企業(yè)社會(huì)責(zé)任：酒店業(yè)逐漸 服務(wù) 體 驗(yàn) 質(zhì)量：良 好 的 顧 WHAT IS SGS HX? 是酒店業(yè)都關(guān)心的問題。 酒店需要滿足對(duì)環(huán)境的要 意識(shí)到自身在社區(qū)與環(huán)境中 客體 驗(yàn) 能夠贏得顧 客忠 SGS旅游及酒店體驗(yàn)可以改善客戶體驗(yàn)與品牌聲譽(yù)——針對(duì)酒店 業(yè)的綜合管理審核解決方案。 RISK: In today’s world 求。 創(chuàng)造財(cái)富、就業(yè)、專業(yè)產(chǎn)品 誠(chéng)。 Improve guest experience and brand reputation with HX risk mitigation is the from SGS – a comprehensive property management audit number one concern SUSTAINABILITY: 和服務(wù)方面所扮演的積極 QUALITY OF SERVICE solution for the hospitality industry. for the hospitality Hotels around the EXPERIENCE: Positive industry. world are now 角色。 guest experience leads required to comply to customer loyalty. ? 食品安全 Food Safety with environmental CORPORATE SOCIAL demands. RESPONSIBILITY: The ? SGS的QX(體驗(yàn)質(zhì)量)服 ? 用水安全 Water tourism industry is more Safety ? 環(huán)境 Environment aware of their active 務(wù)以普通顧客到訪，或以 role generating wealth, ? 建筑安全 Building ? 廢物管理 Waste employment, quality 匿名神秘檢查的形式執(zhí) Safety Management products and services 行。SGS’QX services within communities and are conducted as ? 安保 Security ? 節(jié)能 Energy Savings environments. ordinary guest visits, or mystery ? 網(wǎng)絡(luò)安全 Cyber ? 員工福利 Employee inspections, without Security Welfare your property’s knowledge. ? 業(yè)務(wù)連續(xù)性 Business ? 社區(qū)參與 Community Continuity Involvement ? 良好的顧客體 驗(yàn) Positive Guest ? 尊重多樣性 Respect Experience For Diversity ? 顧客忠誠(chéng) Guest Loyalty

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 白銀：得分在65%至84%之間 4 黃金：得分在85%至94%之間 三個(gè)級(jí)別的認(rèn)證 HX效益 THREE 鉑金：得分在95%或以上 BENEFITS OF HX LEVELS OF CERTIFICATION 提高品牌聲譽(yù) ACHIEVEMENT INCREASE IN BRAND REPUTATION 運(yùn)營(yíng)支持和指導(dǎo) OPERATIONAL SUPPORT AND GUIDANCE 從容應(yīng)對(duì) PEACE OF MIND 節(jié)約成本 COST SAVINGS 符合規(guī)范 REGULATION COMFORMITY 市場(chǎng)資訊 MARKET INTELLIGENCE HX認(rèn)證證書模板 HX CERTIFICATE TEMPLATES

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 5 風(fēng)險(xiǎn) 風(fēng)險(xiǎn)涉及領(lǐng)域 contamination and control water cyber-attacks. Being able to RISK RISK INVOLVES AREAS usage (leaks). provide guests with a secure digital space is not only a legal 風(fēng)險(xiǎn)管理的目的 ? 食品安全：食品控制的實(shí)施提高了食 ? 建筑安全：檢查顧客及員工區(qū)域的 requirement, but can improve OBJECTIVES OF RISK MANAGEMENT 消防安全、燃?xì)獍踩突A(chǔ)設(shè)施安 your brand’s overall reputation. 品安全并帶來其他顯著效益，例如 全。 ? 對(duì)酒店的安全措施進(jìn)行獨(dú)立的評(píng)估。 ? 業(yè)務(wù)連續(xù)性：為控制和測(cè)量組織的 ? Provide an independently verified assessment of hotel’s Safety 提升顧客信心，方便有關(guān)機(jī)構(gòu)的檢 ? BUILDING SAFETY: SGS inspects the fire safety, gas 總體連續(xù)性風(fēng)險(xiǎn)，以管理該組織的 practices. 查。 safety, infrastructure safety of ? 它有助于確保管理層知道潛在的風(fēng)險(xiǎn)并采取適當(dāng)?shù)拇胧﹣頊p少風(fēng) guest and staff areas. 業(yè)務(wù) 連 續(xù) 性中可能 暴露的普 遍 風(fēng) ? FOOD SAFETY: The 險(xiǎn)。 implementation of food controls ? 安保：有關(guān)管理并降低酒店財(cái)產(chǎn)和 險(xiǎn)。 ? It helps ensure that management is aware of potential risks increases food safety and 人員（包括員工和顧客）故意傷害的 provide other significant benefits, 風(fēng)險(xiǎn)。 ? BUSINESS CONTINUITY: and takes appropriate measures to reduce them. such as increased guest This module involves the ? 解答酒店經(jīng)營(yíng)者在安全方面的特殊審核計(jì)劃的需要。 confidence in your property and ? SECURITY is about managing commissioning and application ? Answer the needs for a particular auditing scheme about facilitation of inspections by and minimizing the risks of of controls and measures to authorities. deliberate harm to your property manage the general risks to safety for Hoteliers. and people, including staff and which the business continuity ? 可以向顧客、旅行社和保險(xiǎn)公司提供保障，保證獨(dú)立第三方監(jiān)控主要 ? 用水安全：監(jiān)督您酒店的整個(gè)水循 guests. of an organisation could be exposed. 安全問題— — 證實(shí)其克盡職責(zé)。 環(huán)。這些風(fēng)險(xiǎn)控制有助于減少軍團(tuán) ? 網(wǎng)絡(luò)安全：酒店已成為網(wǎng)絡(luò)攻擊的主 ? It can offer to customers, tour operators and insurers 要目標(biāo)。為顧客提供一個(gè)安全的數(shù) 菌的出 現(xiàn)、水污染 及 控 制用水（漏 字空間不僅是法律要求，還可提升 reassurance of independent third party monitoring on main 品牌聲譽(yù)。 safety aspects - demonstration of due diligence 水）。 ? CYBER SECURITY: Hotels ? WATER SAFETY: SGS have become prime targets for supervises the whole cycle of water on your properties. These risk controls help reduce Legionella out breaks, water 風(fēng)險(xiǎn)模塊的工作流程 PROCESS OF RISK MODULE 步驟一 STAGE 1 步驟二STAGE 2 步驟三STAGE 3 步驟四STAGE 4 步驟五STAGE 5 本地合格審核團(tuán)隊(duì) 根據(jù)合同審核及 系統(tǒng)計(jì)算分?jǐn)?shù) 不合規(guī)與糾正措施 輸出報(bào)告 Local Qualify 取樣 Automatic Non-Conformity Reporting Audit Team Auditing and Scoring system And Corrective Sampling Action according to the contract

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 6 風(fēng)險(xiǎn) 食品安全 - 審核區(qū)域 用水安全 - 審核區(qū)域 食品\&用水安全 – 測(cè)試 RISK FOOD SAFETY - AREAS THAT WATER SAFETY - AREAS THAT FOOD \& WATER SAFETY - MUST BE AUDITED MUST BE AUDITED TESTING SGS在風(fēng)險(xiǎn)方面的特色 SGS’S FEATURES OF RISK ? 前臺(tái)食品區(qū)域 Front Food areas ? 游泳池 Swimming Pool ? 食品取樣 Food samples ? 后臺(tái)食品區(qū)域 Back Food areas ? 水療池/溫泉池 SPA Pool ? 采樣 Swabs ? 基于國(guó)際標(biāo)準(zhǔn)- HACCP /食品規(guī)范，F(xiàn)TO準(zhǔn)則；德國(guó)DRV標(biāo)準(zhǔn)，EEC- ? 食品進(jìn)出區(qū)域 Food In/Out areas ? 設(shè)備管理 Facility Management ? 水質(zhì)取樣 Water sample EWGLI規(guī)則，ISO 45001 (ISO標(biāo)準(zhǔn)) ? 其他食品區(qū)域 Other Food areas ? 空氣取樣 Air sample ? 良好生產(chǎn)規(guī)范Good ? Based on International Standards -HACCP / Codex 安保審核 網(wǎng)絡(luò)安全\&業(yè)務(wù)連續(xù)性審核 Alimentarius, FTO Guidelines; German DRV Standard, EEC- manufacturing practices SECURITY AUDIT CYBER SECURITY \& BUSINESS EWGLI Rules, OHSAS 18001 (ISO Standard) CONTINUITY AUDIT 建筑安全審核 ? 保留CCCTV記錄 CCCTV ? SGS認(rèn)證的客戶端——使用基于web的應(yīng)用程序，管理所有相關(guān)文 BUILDING SAFETY AUDIT recordings retained ? 業(yè)務(wù)影響分析和風(fēng)險(xiǎn)評(píng)估 檔。 Business Impact Analysis \& Risk ? 一般區(qū)域 General Areas ? 處理可疑包裹、電話、郵件的政策 Assessment ? SGS Certified Clients Portal web-based application to manage ? 兒童天地 Kid’s Club Policies in case of suspicious all related documentation. ? 海灘\&休閑 Beach \& Leisure packages, calls, emails ? 業(yè)務(wù)連續(xù)性策略及計(jì)劃 Business ? 消防安全 Fire Safety Continuity Strategy \& Plan ? SGS移動(dòng)審核設(shè)備和報(bào)告工具——基于web的應(yīng)用程序，跟蹤和監(jiān) ? 燃料和能源 Fuel and Energy ? 應(yīng)急計(jì)劃 Emergency plans 控審核進(jìn)展和發(fā)現(xiàn)。 ? 實(shí)踐 Practices ? 外圍（墻、柵欄） Perimeters (wall, ? 應(yīng)急計(jì)劃及恢復(fù) Emergency Plan \& Recovery ? SGS Mobile Auditor Device and Reporting Tool web-based fence) application to track and monitor audit progress and findings. ? 門禁/進(jìn)入限制 Restricted access ? 人力資源安全及資產(chǎn)管理 Human ? 基礎(chǔ)設(shè)施和客房的完整性 Resource Security \& Asset Management Infrastructure and guess room integrity ? 訪問控制 Access Control ? 物理和環(huán)境安全 Physical and Environmental Security ? 防范惡意軟件及備份 Protection from Malware \& Back Up ? 操作軟件控制 Control of Operational Software ? 供應(yīng)商關(guān)系及管理 Supplier Relationships \& Management

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 7 可持續(xù)發(fā)展 可持續(xù)發(fā)展是什么？ SUSTAINABILITY WHAT IS SUSTAINABILITY? ? 此模塊的實(shí)施將證明您對(duì)環(huán)境的承諾，并可盡量減少對(duì)環(huán)境的影響，促進(jìn)對(duì)資源的有效管理。令可持續(xù)發(fā)展承諾成為競(jìng)爭(zhēng) 可持續(xù)發(fā)展的效益 BENEFITS OF SUSTAINABILITY 差異化的影響因素。 ? The implementation of this module will prove your commitment to the environment, while minimizing impact ? 將品牌定位為具有社會(huì)責(zé)任的品牌 ? Position brand as socially responsible and promoting the best management of resources. Make sustainability commitment a factor of competitive ? 令品牌在競(jìng)爭(zhēng)中脫穎而出 differentiation. ? Distinguish brand from competitors ? 世界各地的酒店需要不斷滿足政府、競(jìng)爭(zhēng)者和顧客對(duì)環(huán)境越來越多的需求。因此，將環(huán)境整合到酒店整體管理中就顯得至 ? 減少運(yùn)營(yíng)成本 關(guān)重要。 ? Decrease operational costs ? Hotels around the world are increasingly required to comply with a growing number of environmental demands ? 降低對(duì)環(huán)境的破壞 imposed by government, competitors and guests. For this reason, integrate the environment in the overall ? Reduce environmental damage management of a property are essential. ? 優(yōu)化資源與廢物管理 ? 貴組織將有機(jī)會(huì)減少?gòu)U物管理成本和保險(xiǎn)費(fèi)用，消除新客戶對(duì)可持續(xù)發(fā)展問題的意識(shí)障礙，降低訴訟和制裁風(fēng)險(xiǎn)、有更大 ? Optimize management of resources and waste 機(jī)會(huì)獲得資助及其他優(yōu)惠融資，及降低職業(yè)風(fēng)險(xiǎn)，從而激勵(lì)員工。 ? 將突發(fā)事件的風(fēng)險(xiǎn)有效降低 ? Your organization will have the opportunity to reduce the costs of waste management and insurance premiums, ? Minimize the risks associated with accidental events to eliminate barriers to new clients sensible with the sustainability issues, to reduce the risk of litigation and sanctions, to have greater access to grants and other preferential financing and to reduce occupational risks, thus motivating staff. SGS的優(yōu)勢(shì) the field of green and sustainable SGS’S SUPERIORITY development (approved by IRCA ? 在酒店評(píng)審服務(wù)領(lǐng)域有豐富的 \& IEMA, carry out GRI, SA8000 and other audits) 經(jīng)驗(yàn) ? Rich experience in the field of ? 國(guó)際可持續(xù)發(fā)展旅游委員會(huì)的會(huì)員 hotel audit service ? Member of GSTC (Global Sustainable Tourism Council) ? 在綠色及可持續(xù)發(fā)展領(lǐng)域擁有 符合資質(zhì)的專家團(tuán)隊(duì)（IRCA \& IEMA認(rèn)可，開展GRI, SA8000 等審核） ? Have qualified expert teams in

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 8 可持續(xù)發(fā)展 一般檢查范圍 SUSTAINABILITY GENERAL AREAS TO CHECK 相關(guān)認(rèn)證 ? 政策 ? 宗旨 ? 責(zé)任與職能 RELATED CERTIFICATION ? POLICY BJECTIVES ESPONSABILITIES AND FUNCTIONS ? 能源管理體系 ISO 50001 ? 法律要求 ? 環(huán)境管理 ? 環(huán)境管理體系 ISO 14001 ? LEGAL ? ENVIROMENTAL ? 能源使用和消耗 ? 地球評(píng)測(cè)認(rèn)證 Earthcheck ? USE AND ? GreenKey REQUIREMENTS MANAGEMENT CONSUMPTION OF ? 暖通空調(diào)系統(tǒng) ? 照明 ENERGY ? HVAC SYSTEM ? LIGHTING ? 設(shè)備 ? EQUIPMENT ? 用水與消耗 ? 其他自然資源的使用 ? WATER USE AND 與消耗 ? 廢棄物 ? WASTE CONSUMPTION ? USE AND CONSUMPTION OF ? 供應(yīng)商 ? 排放物 OTHER NATURAL ? SUPPLIERS ? EMISSIONS RESOURCES ? 溝通 ? 不合規(guī)與糾正措施 ? 風(fēng)險(xiǎn) ? COMMUNICATION ? RISK ? NC \& CORRECTIVE ACTION

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 9 企業(yè)社會(huì)責(zé)任 企業(yè)社會(huì)責(zé)任是什么？ ? 企業(yè)及其他類型組織能夠且必須通 ? SGS企業(yè)社會(huì)責(zé)任模塊設(shè)計(jì)用于指 CORPORATE SOCIAL WHAT IS CSR? RESPONSIBILITY 過領(lǐng)導(dǎo)人致力于建立誠(chéng)信、透明、誠(chéng) 導(dǎo)您實(shí)現(xiàn)社會(huì)責(zé)任的較高水平，并 ? 在競(jìng)爭(zhēng)日益激烈的全球化世界，旅 企業(yè)社會(huì)責(zé)任的效益 游業(yè)逐漸意識(shí)到自身在所運(yùn)營(yíng)社區(qū) 實(shí)、合 規(guī) 的 文化，來 促 進(jìn)可持 續(xù)發(fā) 不斷提高品牌聲譽(yù)。 BENEFITS OF CSR 與環(huán)境中創(chuàng)造財(cái)富、就業(yè)、專業(yè)產(chǎn)品 和服務(wù)方面所扮演的積極角色。 展。 ? SGS’ CSR module is designed to ? 提升整體管理水平 Improvement in overall management guide you through the process ? 社會(huì)責(zé)任 Social responsibility ? In an increasingly competitive ? Companies and other types of achieving optimal levels of ? 良好的治理 Good governance and globalized world, the tourism of organizations can and must social responsibility, ultimately ? 合規(guī)與透明 Compliance and transparency industry is more aware of their contribute to sustainable maximizing your brand’s ? 致力于降低風(fēng)險(xiǎn) Commitment to risk reduction active role generating wealth, development via their leaders’ reputation. employment, quality products decided commitment to and services in the communities establishing a culture of integrity, and environments in which they transparency, honesty and operate. compliance. SGS的優(yōu)勢(shì) 相關(guān)認(rèn)證 SGS’S SUPERIORITY RELATED CERTIFICATION ? SGS的審核專家接受各種標(biāo)準(zhǔn)以及國(guó)際協(xié)議的培訓(xùn)。 ? 社會(huì)責(zé)任實(shí)施指南 ISO 26000 ? SGS’s audit professionals are trained in various standard and international agreements. ? 社會(huì)責(zé)任標(biāo)準(zhǔn) SA 8000 ? 所有的審核人員都具有豐富的審核經(jīng)驗(yàn)以及行業(yè)知識(shí)。 ? 道德貿(mào)易聯(lián)盟（ETI）及國(guó)際勞工 組織（ILO）規(guī)范/準(zhǔn)則 Norms/ ? All auditors have rich experience in auditing and industry knowledge. standards accepted by ETI \& ILO ? SGS的報(bào)告體現(xiàn)了全新的國(guó)際思維和良好實(shí)踐，對(duì)任何組織均適用。 ? SGS’s report reflects the latest international thinking and good practice, applicable to any organization. 一般檢查范圍 GENERAL AREAS TO CHECK 一般 勞工 人權(quán) 反腐敗 GENERAL LABOUR HUMAN RIGHTS ANTICORRUPTION 供應(yīng)商 客戶 當(dāng)?shù)厣鐓^(qū) 社會(huì) SUPPLIERS CUSTOMERS LOCAL COMMUNITY SOCIETY

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM ? 無(wú)論您的酒店規(guī)模是大是小，是獨(dú) your property and then work 10 立經(jīng)營(yíng)還是品牌連鎖，SGS的專業(yè) with dedicated specialists to 服務(wù)體驗(yàn)質(zhì)量 set relevant benchmarks, and hospitality experts, who will QUALITY OF 檢驗(yàn)員都能助您確保對(duì)您提供的顧 provide meaningful action plans pay attention to every detail and SERVICE for your team. SGS also provides make an impartial assessment of EXPERIENCE 客體驗(yàn)負(fù)責(zé)。他們將對(duì)您的酒店進(jìn) system-wide brand compliance their experience. programs and software to 行徹底審查，隨后與專家合作，制定 upgrade internal ? 定期的神秘檢查是監(jiān)測(cè)顧客服務(wù)質(zhì) 量較有效的手段。此外，考慮到任何 相關(guān)的基準(zhǔn)，并為您的團(tuán)隊(duì)提供有 ? SGS的QX(體驗(yàn)質(zhì)量)服務(wù)以普通顧 顧客都可能是一位檢驗(yàn)員，您的員 意義的行動(dòng)計(jì)劃。SGS也將提供全 工就受到間接性的激勵(lì)，在任何時(shí) 客到訪，或以匿名神秘檢查的形式 候都能提供更高水平的服務(wù)。 系統(tǒng)的品牌合規(guī)程序和軟件，以升 執(zhí)行。我們的審核由酒店業(yè)專家執(zhí) ? Frequent mystery inspections 級(jí)酒店內(nèi)部檢查項(xiàng)目。 are the most effective method of 行，將對(duì)每處細(xì)節(jié)進(jìn)行考量，并做出 monitoring the quality of guest ? If you are a large or small services. Moreover, considering property, independent or 公正評(píng)估。 that any guest could potentially branded, SGS’ professional be an inspector, your staff is inspectors can help you ensure ? SGS’ QX services are conducted indirectly motivated to provide accountability for the guest as ordinary guest visits, or increased levels of service at any experience that you provide. mystery inspections, without given time. Our professional inspectors will your property’s knowledge. conduct a thorough review of Our audits are carried out by 特色一：專家神秘客 FEATURE 1: PROFESSIONAL MYSTERY SHOPPER ? 幫助服務(wù)策略制訂者進(jìn)一步提升酒 ? 幫助您的酒店改良并提升神秘顧客 ? 幫助您將酒店打造成行業(yè)標(biāo)桿。 店的服務(wù)標(biāo)準(zhǔn)。 的審核價(jià)值。 ? Help to make your hotel to be an industry benchmark. ? Help service policy makers to ? Help your hotel improve and further improve hotel service enhance the value of the standards. mystery shopper. 專家神秘客的檢查流程 PROCESS OF PROFESSIONAL MYSTERY SHOPPER 預(yù)訂 入住登記 客房 餐廳 公共區(qū)域 健康中心 活動(dòng) Booking Check in Room Restaurant Public areas Wellness Activity 評(píng)價(jià) 退房 自助早餐 第二天 Evaluation Check out Breakfast 2nd day buffet

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 11 服務(wù)體驗(yàn)質(zhì)量 導(dǎo)入服務(wù)認(rèn)證的好處 QUALITY OF BENEFITS OF IMPORTING SERVICE CERTIFICATION SERVICE EXPERIENCE 對(duì)外 External ? 可制作牌匾，與SGS聯(lián)合進(jìn)行事件 ? 經(jīng)第三方以嚴(yán)謹(jǐn)?shù)牟楹朔绞剑_保 營(yíng)銷及市場(chǎng)宣傳 什么是服務(wù)認(rèn)證？ ? 具有國(guó)際性的證書，代表具國(guó)際級(jí) 服務(wù)輸出達(dá)到預(yù)期結(jié)果，向管理層 WHAT IS SERVICE CERTIFICATION? 的競(jìng)爭(zhēng)力 ? Can make a plaque, and jointly launch event marketing and 展示工作成效 ? 服務(wù)認(rèn)證是一個(gè)盛行于早年即已十分重視消費(fèi)者需求的歐美國(guó)家的認(rèn) ? International certification marketing with SGS 證系統(tǒng)，是全球唯一獲得國(guó)際認(rèn)可的服務(wù)業(yè)專用的國(guó)際驗(yàn)證制度 。 represents international ? Ensure that the service output competitiveness 對(duì)內(nèi) Internal achieves the desired results ? Service certification is a certification system in European and through rigorous third-party American countries that have paid great attention to consumer ? 是認(rèn)監(jiān)委認(rèn)可的、國(guó)家認(rèn)證的證書， ? 以較少的時(shí)間和金錢投入，實(shí)現(xiàn)提 verification, and demonstrate demand in the early years. It is the only globally recognized 更具權(quán)威性 升服務(wù)品質(zhì)的更高產(chǎn)出 performance to management international certification system for the service industry. ? Recognized by the CNCA, a ? Achieve the maximum output of ? 定期的追蹤，可以讓員工受到間接性 ? 服務(wù)認(rèn)證通過細(xì)節(jié)化的管理優(yōu)化客戶的服務(wù)體驗(yàn)，幫助企業(yè)打造成 national certification, which improving service quality with 業(yè)內(nèi)的服務(wù)標(biāo)桿，保證您的客戶關(guān)心的服務(wù)品質(zhì)已被納入您的服務(wù)標(biāo) means more authoritative less time and money input 的激勵(lì)，在任何時(shí)候都能提供更高 準(zhǔn)。 ? 展現(xiàn)良好且正面的企業(yè)形象，增強(qiáng) ? 重新梳理SOP文件，確保服務(wù)標(biāo)準(zhǔn) 水平的服務(wù) ? Service certification apply detailed management to optimize 品牌影響力 符合認(rèn)證要求 customer service experience. Help enterprises to become ? Regular tracking enables service benchmarks in the industry, and ensure that the quality ? Show good and positive ? Review SOP files to ensure employees to be indirectly of service your customers are most concerned has been corporate image \& enhance service standards meet motivated and provide a higher incorporated into your service standards. brand influence certification requirements level of service at all time 服務(wù)認(rèn)證的步驟 PROCESS OF SERVICE CERTIFICATION 服務(wù)標(biāo)準(zhǔn)確定 認(rèn)證準(zhǔn)備 現(xiàn)場(chǎng)審核 頒發(fā)證書 Service standard Certificate preparation On-site audit Issue the certificate determination ??預(yù)約現(xiàn)場(chǎng) ??以專家 ??由SGS向符合標(biāo)準(zhǔn) 審核時(shí)間Schedule 神秘顧客的方式， 的酒店頒發(fā)服務(wù)認(rèn)證 ??梳理和完善服務(wù)標(biāo) on-site audit 對(duì)酒店進(jìn)行服務(wù)檢 證書 SGS issues 準(zhǔn)書Sort out and 查 Conduct service service certification improve the service ??確定現(xiàn)場(chǎng) inspection to the to the hotel that standard documents 審核老師 Confrim hotel by means of meet the standards on-site auditor PROFESSIONAL ??由標(biāo)準(zhǔn)委員會(huì)評(píng) MYSTERY ??制作牌匾，舉行頒證 價(jià)并確認(rèn)服務(wù)標(biāo) ??和審核 SHOPPER 儀式，進(jìn)行聯(lián)合宣傳 準(zhǔn)The standards 組長(zhǎng)確定審核計(jì)劃 Make the plaque, committee evaluate Confrim the audit ??亮明身份， hold the conferring and confirm the plan with the audit 檢查服務(wù)管理要求 ceremony, and service standards team leader Reveal identity and conduct joint check the service publicity management requirements

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 12 ISO 10002 借助有效的投訴管理，您可以將不滿意的客戶轉(zhuǎn)變?yōu)榉e極的業(yè)務(wù)機(jī)會(huì)。 滿意的客戶是您的品牌大使。 客戶投訴指引 CUSTOMER You can turn unhappy customers into positive business opportunities with effective SATISFACTION complaints management. Satisfied customers are your best ambassadors. COMPLAINTS HANDLING 為什么要進(jìn)行ISO 10002? WHY ISO 10002? ? 不滿意的客戶會(huì)將他們的體驗(yàn)告訴朋友和同事，影響您的商譽(yù)，但您通常對(duì)此一無(wú)所知。使用 ISO 10002 實(shí)施投訴處理流程 后，它可幫助您將不滿意的客戶轉(zhuǎn)變?yōu)闈M意的客戶，使用他們提供的信息改善未來客戶的體驗(yàn)。 ? An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers. ? 您的客戶服務(wù)流程應(yīng)便于客戶提起投訴，解決出現(xiàn)的任何問題。投訴管理并非要減少投訴量，而是采集它們生成的信息，將其 轉(zhuǎn)變?yōu)楦倪M(jìn)的機(jī)會(huì)。 ? Your customer service processes need to make it simple for your customers to communicate complaints and resolve any issues arising. Complaint management is not about reducing the number of complaints, but taking the information they generate and turning it into an opportunity for improvement. ? 智能的投訴管理將幫助您提高客戶服務(wù)標(biāo)準(zhǔn)，提供有效的投訴處理系統(tǒng)，使您從競(jìng)爭(zhēng)中脫穎而出。SGS 根據(jù) ISO 10002 質(zhì) 量管理進(jìn)行審核：客戶滿意度說明您的組織關(guān)心客戶反饋，有效接收、管理和解決客戶投訴。 ? Smart complaint management will help you to improve customer service standards and deliver an effective complaint handling system to differentiate you from your competitors. Auditing by SGS against ISO 10002 Quality Management: Customer Satisfaction demonstrates that your organization cares about customer feedback and receives, manages and resolves customer complaints effectively. ISO 10002 認(rèn)證將為您的組織提供可靠的高質(zhì)量投訴管理體系，包括以下特征： Certification against ISO 10002 will provide your organization with a high quality and reliable complaint management system, including the following characteristics: ? 可見性 ? 機(jī)密性 我們能夠按照 ISO 10002 的要求對(duì) ? Visibility ? Confidentiality ? 可獲取性 ? 客戶至上方法 您的管理體系實(shí)施差距評(píng)估或帶您通 ? Accessibility ? Customer-focused approach ? 響應(yīng)能力 ? 責(zé)任制 過整個(gè)認(rèn)證流程。 ? Responsiveness ? Accountability ? 客觀性 ? 持續(xù)改進(jìn) We can either conduct a ? Objectivity ? Continual improvement gap assessment of your management system against the requirements of ISO 10002 or take you through the full certification process.

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 13 培訓(xùn)系統(tǒng)搭建 培訓(xùn)系統(tǒng)搭建的戰(zhàn)略性意義 TRAINING STRATEGIC SIGNIFICANCE OF THE TRAINING SYSTEM CONSTRUCTION SYSTEM CONSTRUCTION 愿景 Vision 培訓(xùn)效果/效率 戰(zhàn)略 Strategy Training effect / 為什么要進(jìn)行培訓(xùn)系統(tǒng)搭建？ WHY TRAINING SYSTEM CONSTRUCTION? efficiency ? 隨著時(shí)代變遷，傳統(tǒng)將員工視為成本的概念日漸式微，取而代之是將員 L4 經(jīng)營(yíng)計(jì)劃 工視為公司資產(chǎn)，以一種積極的觀點(diǎn)來看待員工，強(qiáng)調(diào)員工知識(shí)、技能、 Business Plan 態(tài)度，人力資本的概念因而產(chǎn)生。 HR措施 ? As time changes, the traditional concept of employees as cost HR measures is declining. Instead, the concepts of considering employees as corporate assets, looking at employees in a positive way, 其他輸入 能力差距 能力分析和工作分析 emphasizing on employee knowledge, skills, attitudes, and Other inputs Competence GAP Competence analysis and human capital are thereby generating. 組織發(fā)展 operational analysis Organization development 需求 ? 業(yè)務(wù)導(dǎo)向的人才發(fā)展體系的搭建是組織人才發(fā)展的基礎(chǔ)與核心。在員工 學(xué)習(xí)轉(zhuǎn)移的工作 績(jī)效分析 Needs 發(fā)展的不同階段，需要匹配不同的能力發(fā)展培養(yǎng)方案。 Performance analysis 環(huán)境 個(gè)人發(fā)展 評(píng)估 設(shè)計(jì)和計(jì)劃 ? The establishment of a business-oriented talent development Learning transfer Individual development Assessment Design \& Plan system is the foundation and core of organizational talent development. At different stages of employee development, it work M 培訓(xùn)方法 Training method is necessary to match different development training programs. environment 評(píng)估方法 Evaluation method 培訓(xùn)計(jì)劃 Training plan L2 實(shí)施 L3 Implement L1 培訓(xùn)系統(tǒng)搭建的工作流程 PROCESS OF TRAINING SYSTEM CONSTRUCTION 1、組織需求 （高層管 2、界定培訓(xùn)的目標(biāo)與需求 3、培訓(xùn)體系規(guī)劃Training 理者） Organizational Define training objectives system planning needs (top management) and requirements 6、培訓(xùn)結(jié)果評(píng)估 5、課程實(shí)施及滿意度評(píng)估 4、課程開發(fā)和設(shè)計(jì) Training results Course implementation Course development and and satisfaction designassessment 7、監(jiān)督課程Course evaluation supervision 9、績(jī)效評(píng)估與持續(xù)改進(jìn) 8、培訓(xùn)情境轉(zhuǎn)移至工作應(yīng) Performance appraisal 用Training situations to and continuous work applications improvement

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM 14 服務(wù)創(chuàng)新設(shè)計(jì) 在市場(chǎng)競(jìng)爭(zhēng)日益激烈的今天，服務(wù)產(chǎn)品缺乏差異性，顧客對(duì)傳統(tǒng)服務(wù)模式早已習(xí)以為常，要突破瓶頸難上加難，由此，酒店管理 SERVICE 者每天都在為以下問題困擾著： INNOVATION In today’s increasingly fierce market competition, service products are lack of differentiation. Customers are accustomed DESIGN to the traditional service mode, and it is extremely difficult to break the bottleneck. Therefore, hotel managers are troubled by the following problems every day. 服務(wù)創(chuàng)新工作坊將為您帶來： ? 服務(wù)已經(jīng)做得不錯(cuò)了，下一步還能做什么？ SERVICE INNOVATION DESIGN CAN BRING YOU: ? Service has been done well. What to do next? ? 我們的服務(wù)與競(jìng)爭(zhēng)對(duì)手到底有什么區(qū)別？ ? 在現(xiàn)有的品牌定位上構(gòu)思新服務(wù)，增值現(xiàn)有服務(wù) ? What’s the difference between our service and our competitors? ? To add value to existing services by co-creating services tailored ? 新服務(wù)創(chuàng)造出來后，很快給競(jìng)爭(zhēng)對(duì)手復(fù)制了。 ? New services were created but quickly replicated by competitors. for client’s brands ? 服務(wù)很難持續(xù)創(chuàng)新，如果僅依靠少數(shù)的幾位發(fā)明家的靈感創(chuàng)作新服務(wù)，已遠(yuǎn)遠(yuǎn)不足夠 。 ? 引入心理學(xué)的“向性” 來引導(dǎo)服務(wù)的發(fā)展方向，為服務(wù)發(fā)展的科學(xué)化 ? Services are hard to innovate on a continuous basis, and it’s not enough to rely on the inspiration of a few inventors to 提供有力的理論支持 create new services. ? Corporations create sustainable competitive advantages in ? 創(chuàng)造的新服務(wù)如何切實(shí)落地，增加感性價(jià)值和顧客體驗(yàn)？ ? How can the new service be truly implemented to increase perceptual value and customer experience? customer service by having clear directions sustained by scientific theories 服務(wù)設(shè)計(jì)工作坊綱要 ? 一個(gè)集思廣益的服務(wù)創(chuàng)新機(jī)會(huì): 有關(guān)客戶服務(wù)的部門和團(tuán)隊(duì)一起參 TYPICAL RUNDOWN OF SERVICE CO-CREATION WORKSHOP 與(甚至可邀請(qǐng)顧客) ? 認(rèn)識(shí)服務(wù)創(chuàng)新和顧客體驗(yàn) ? Service innovation involves different parties and stakeholders ? Understand service innovation and customer experience (even customers) to ensure a co-creation with inputs from ? 服務(wù)創(chuàng)新案例 different perspectives ? Service innovation cases ? 推動(dòng)服務(wù)創(chuàng)新文化。 ? 服務(wù)全解碼：研究SGS顧客體驗(yàn)提升的“SERVICE deCODE”模型 ? To promote service innovation culture ? ‘SERVICE deCODE’: research into SGS’s customer experience improvement model ? 服務(wù)向性：了解八個(gè)基本服務(wù)向性和相關(guān)特色，解構(gòu)服務(wù)對(duì)顧客在情感上的影響 ? Service orientation: understand the 8 basic service orientation and related features, and deconstruct the emotional impact of service on customers ? 服務(wù)設(shè)計(jì)創(chuàng)新工作坊 (模擬案例) ? Service design innovation workshop (simulation case) ? 服務(wù)創(chuàng)新成果實(shí)行策略 ? Implementation strategy for service innovation results

旅游及酒店體驗(yàn)項(xiàng)目 HX HOSPITALITY EXPERIENCE PROGRAM HX適合您么？ industry to meet a variety of 我們?yōu)槟木频晏峁┤诤喜煌椒? IS HX FOR YOU? needs and provide solutions to 論，如業(yè)績(jī)?cè)u(píng)估、認(rèn)證、測(cè)試和培訓(xùn)的 為何選擇SGS? many of the issues you face 整體解決方案。 WHY SGS? 無(wú)論您代表一家酒店、旅行社，還是 today. 旅游業(yè)中的其他公司，對(duì)與您交互的休 We combine different SGS 是國(guó)際公認(rèn)的檢驗(yàn)、鑒定、測(cè)試和認(rèn)證機(jī)構(gòu)。 我們是全球公認(rèn)的 閑、商務(wù)或?qū)I(yè)旅行者，都必須增強(qiáng)與 SGS旅游及酒店體驗(yàn)專為酒店業(yè)量身 methodologies, such as 質(zhì)量和誠(chéng)信基準(zhǔn)。97,000多名員工在全球運(yùn)作2,600 多個(gè)分支機(jī)構(gòu)和 優(yōu)越性能、標(biāo)準(zhǔn)和質(zhì)量相關(guān)的信息溝 定制，提供令人難忘的顧客體驗(yàn)，并達(dá) performance assessments, 實(shí)驗(yàn)室。 通。 到更高水平客戶滿意度。 certification, testing, and training SGS is the world’s leading inspection, verification, testing into a holistic solution for your and certification company. We are recognised as the global Whether you represent a hotel, The SGS Hospitality eXperience property. benchmark for quality and integrity. With more than 89,000 tour operator or one of the has been designed specifically employees, we operate a network of more than 2,600 offices many other companies within the for the hospitality industry to 其他酒店業(yè)感興趣的服務(wù)包括： and laboratories around the world. tourism sector, the interactions deliver unforgettable guest you have with leisure, business experience and achieve the Other services of interest for the 我們的核心服務(wù)可分為以下四類 or millennium travellers must highest level of satisfaction. hospitality industry include: OUR CORE SERVICES CAN BE DIVIDED INTO FOUR CATEGORIES reinforce the message of ? 檢驗(yàn)：我們提供國(guó)際公認(rèn)的全方位檢測(cè)和驗(yàn)證服務(wù)。 excellence in performance, SGS增值服務(wù) ? 培訓(xùn) ? INSPECTION: our comprehensive range of world-leading standards and quality. ADDITIONAL SGS SERVICES ? Training inspection and verification services. 您的酒店是否提供了良好的顧客體驗(yàn)？ 我們致力于向您提供一站式的綜合解 ? 測(cè)試：我們擁有全球測(cè)試設(shè)施網(wǎng)絡(luò)。 決方案，以推行、展示及改善旅游及酒 ? 國(guó)際管理體系認(rèn)證 ? TESTING: our global network of testing facilities. DOES YOUR HOTEL PROVIDE 店體驗(yàn)。 ? 認(rèn)證：通過認(rèn)證，我們能向您證明您的產(chǎn)品、流程、系統(tǒng)或服務(wù)是否符合 A BEST-IN-CLASS GUEST ? International Management EXPERIENCE? We focus on providing you Systems Certifications 標(biāo)準(zhǔn)及規(guī)范。 with comprehensive, integrated ? CERTIFICATION: we enable you to demonstrate that your HX項(xiàng)目旨在幫助酒店行業(yè)滿足各種各 solutions for implementing, ? 技術(shù)服務(wù)/ 盡職調(diào)查 樣的需求，并為其在所遇到的眾多問 demonstrating and improving products, processes, systems or services are compliant with 題時(shí)提供量身定制的解決方案。 on a best-in-class hospitality ? Consultancy Services / Due standards and regulations. experience. Diligences ? 鑒定：我們確保產(chǎn)品與服務(wù)遵守全球標(biāo)準(zhǔn)與當(dāng)?shù)胤ㄒ?guī)。 HX has been designed ? VERIFICATION: we ensure that products and services comply specifically for the hospitality ? 強(qiáng)制性檢驗(yàn)與測(cè)試 with global standards and local regulations. ? Compulsory Inspections and Testing 聯(lián)系我們 關(guān)注我們 了解更多資訊 www.sgsgroup.com.cn CBE.China@sgs.com (86) 512 6299 8124 www.sgsonline.com.cn

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