本周关爱故事分享-公共区域
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2023-05-10 14:56:27
为了更好的营造酒店热情、积极、充满关爱的企业制胜文化，我们很高兴在此与您分享来自各部门的关爱故事。 倪兴容在2011年9月30日加入了广州海航威斯汀公共区域部。 8月14日，下午13点30分左右，她和往常一样，认真清洁大堂的各个区域。当她去大堂男洗手间清洁卫生时，看见有一格马桶间关闭了很久了，直觉告诉她里面肯定有什么异常情况，于是她去敲门，并询问里面有人吗？有什么可以帮助您？里面有一位自称1712房已办理退房的客人用微弱的声音告知她：“我身体不舒服，能不能帮我买点药…” 关于客人的健康和药物使用的事情事关重大，为了客人的身体安全着想，作为酒店员工，不能随便帮客人买药，她首先倒了一杯温开水让客人可以舒缓一下，并询问客人是否需要送他到医院就诊，客人说暂时不需要。她立即将此事报告给部门刘经理和大堂副理。鉴于她的细心观察和上报，客人及时获得了酒店提供的帮助。直到她下班，客人仍在酒店大堂休息，倪兴容便与中班大堂岗交接，叮嘱大姐要继续留意客人的状况，要随时为客人提供必要的帮助。通过倪兴容的关心和酒店及时帮助之后，客人身体逐渐恢复并自行离开酒店，离开的时候非常感谢我们的PA大姐，并对我们的服务感到非常满意。 只有喜达屋良好的关爱服务在每位员工身上都能得到体现，才能让每一位客人都能在海航威斯汀酒店有难以忘怀的美好体验。 PA部的工作是平凡而辛苦的，但是平凡的工作更能体现出不平凡的员工。倪兴容这种对客人关爱的事例值得我们每一位员工学习。 Candy Ni, Became a member of PA department at Westin Guangzhou in 30th Sep, 2011. 4th Sep, at 13:30 in afternoon, she was working carefully as usual. When she went to clean the male’s toilet, she noticed that one of compartment is close for a quite long time, her intuition told she it was something happened in this compartment, then she knocked at the door and ask that “It’s anybody inside?””What can I assist you, sir?”and the guest inside told her in weak voice :”I feel terrible, could you please buy some medicine for me?” Guest’s health and medication use is very serious and matter, as we all know, for guests’ health, hotel associate is not allow to buy the medicine for guests casually, so she gave this guest a cup of hot water and asked guest if him need go to the hospital, guest said it’s no need, she report this case to the GSM and PA manager immediately. Her careful observation and reporting, make the guest access the help timely, till Candy off the work, the guest still rested in the lobby , so Candy hand over this case to the next shift to take care of this guest, and access the help immediately if this guest need. With the help of Candy, Guest gradually regained and left the hotel, while he leaving he give a big appreciate to sisters in PA and he said that he is very satisfied with the service. Only Starwood care is reflected in each of our staff, will make every guest can have an unforgettable experience at Westin Guangzhou. PA Department is ordinary and laborious, but ordinary work can reflect extraordinary employees. The example of Candy worth all of us to learn.
