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喜达屋酒店集团-宾客关系手册（英文版）（77页）.doc

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喜达屋酒店集团-宾客关系手册（英文版）（77页）.doc

1、 Starwood Cares LEADERSHIP OVERVIEW outlet closing; lost hours.) 3. What happens if we take away the guest satisfaction link? (Guests leave, complain; we lose profit, growth, associate satisfaction and eventually our jobs.) 4. What happens if we take away the associate satisfaction link? (Service le

2、vels drop; guests complain; turnover.) Explain: Thats why we call this our Service-Profit Chain. When our associates feel satisfied with their job and work environment, they provide a higher level of guest and internal service. This results in higher guest satisfaction, which drives guest loyalty. L

3、oyalty, and more repeat and referral business, drives revenue growth and profitability for the company. THEORY VS REAL LIFE DATA Tell: You may think that this is just theory, we have done some research in our Division on the relationship between these figures. Lets see what they suggest. (show Starwood AP Div data GSI&REVPAR Correlation powerpoint file) Tell : Conclusion TO BE SUCCESSFUL, we need


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