Every Company Has a Story this is our story

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2 Every Company Has a Story this is our story 2

3 The simplest and shortest ethical precept is to be served by others as little as possible, and to serve others as much as possible. Leo Tolstoy 3

4 Our ITE-Conrad Stars We would like to thank you for helping to form our future 4

5 Hilton Worldwide Vision It has been and continues to be, our responsibility to fill the earth with the light and warmth of hospitality Our Founder Conrad Hilton 5

6 Hilton Worldwide Mission We will be the preeminent global hospitality company the first choice of guests, team members and owners alike. 6

7 Hilton Worldwide Values H I L T O N HOSPITALITY We are passionate about delivering exceptional guest experiences INTEGRITY We do the right thing, all the time LEADERSHIP We are leaders in our industry and in our community TEAMWORK We are team players in everything we do OWNERSHIP We are the owners of our actions and decisions NOW We operate with a sense of urgency and discipline 7

8 What makes us Conrad? 8

9 Who we are Conrad Centennial Singapore We opened on 8 November Rooms Our closest competitors Ritz Carlton Millenia Four Seasons Our Guest s Home! 9

10 Company Philosophy Golden Rule «treat others as we would like others to treat us» 10

11 Fundamental to our Success: The 3 Ps & Our Values PEOPLE - Teamwork, Involvement & Commitment PRODUCT - Service Excellence PROFIT - Profitability 11

12 Conrad The People Business Get the best people and train them well 12

13 Conrad The Product Oscar s Executive Lounge Golden Peony 13

14 5 F s - A Catch Phrase that encompasses our key values FAST FOCUSED FLEXIBLE plus FUN & FAIR 14

15 What is really important about working here Ask questions Be flexible Open door policy Communication Share knowledge Have fun & passion in what you do 15

16 Conrad Service Culture Individual Personalized service, delivered to suit the specific needs of each guest Genuine Warm, discreet and sincere service Vibrant Positive and enthusiastic attitude Contemporary Contemporary attitude complemented by design, service style and a sense of place Discerning Flawless experience - Consistent delivery of personalized luxury 16

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18 Conrad Service Delivery Standards A set of standards which all team members need to internalise in order to serve our guest with great hospitality and warmth All Team Members are trained to possess the right Knowledge Skills Attitude to create a wow experience 18

19 Celebrating our Team s Individuality We value team members individuality by celebrating their talents, potential, genius, past experience, discerning judgment and critical decision making, building of the Conrad worldwide reputation and witnessing the genuine Joy of their professionalism through the creation of guest experiences so individualized they live on through the stories and memories of every guest. 19

20 Moments of Truth Certain moments of truth in the guest s mind make or break their relationship with the Conrad Brand. 20

21 Our Service Philosophy Create a Good First and Lasting Impression Answer Customers Questions Quickly Create Personal Relationship Give Customer s More Service Than Expected Resolve Conflict Quickly Thank Them and Value Their Feedback 21

22 How we will achieve this Our Service Strategies : Anticipate guests needs Exceed guests expectations SMILE, courtesy & sincerity Teamwork Doing Things First Time Right 22

23 Quality Improvement & Guest Satisfaction Global Brand Standards Global Measurement QA Quality Assurance SALT Satisfaction & Loyalty Tracking 23

24 Ensuring understanding and performance? Recruitment:- A good attitude 5-Day Orientation programme Buddy/Trainer meetings Operational Training Daily morning briefing Service Quality meeting 24

25 Learning & Development 5-day Orientation Programme Mandatory training for all team members Role Play training for specific scenarios Pre-shifts Hilton University e-learning Elevator Programme Shine 1 & Shine 2 Cross Exposures department, hotel, property level Hotel Openings Doubletree, Conrad Tokyo, Conrad Indianapolis Temporary Secondment, Hotel Transfer 25

26 Success is a long, never ending, often challenging journey; Success must never become a destination. 26

27 CONRAD CENTENNIAL SINGAPORE Not goodbye but till we meet again Team Conrad 27

28 Questions & Answers 28

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