Starwood Cares Recognition Award for Jun 2013 喜达屋关爱奖励计划获奖名单 - 6 月.

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1 Starwood Cares Recognition Award for Jun 2013 喜达屋关爱奖励计划获奖名单 - 6 月

2 Outstanding Cares for Associate Award of Jun 六月杰出关爱员工奖 Outstanding Cares for Associate Award of Jun 六月杰出关爱员工奖 Sandy Zhao 赵妹焕 ROOMS 房务部 Room Attendant 客房服务员

3 Outstanding Cares for Associate Award of Jun 六月杰出关爱员工奖 赵妹焕是我们酒店老员工了，自从加入到我们客房部以来，她总是默默 的奋斗在岗位上，从普通服务员到资深服务员，她耐心细致，兢兢业业， 任劳任怨，不计较个人得失，不要求回报，对待同事就像对待自己的家人 一样，她总是在我们最需要的时候站出来，给予我们温暖的支撑。 Sandy Zhao is one of senior associates in our hotel. She worked with patient and painstaking and kept her hard working without asking for any repayment. 因为楼层主管空缺，新的又未能及时到岗，忙起来的时候，对于主管来说， 工作量会突然增多，这时候，作为资深服务员的她站了出来，主动分担起 主管的这一份工作。三个多月以来，她不断的学习着主管的工作，刚开始 的时候，总是查房查到忘了吃饭，但是不论她多忙多累，她总是不会忘记 提醒自己的同事吃饭或者是帮助自己的同事。 As the occupancy of floor supervisor, the workload would raise to supervisor. Sandy Zhao shared the supervisor work actively. In this three months, Although she always didn’t forget to eat and felt tired and busy, she never forget to take care her colleges. 六月份的月末，我们酒店迎来了一批都是一家人出来旅行的客人，其本上 每一个房间都会有小孩子，客人们退房之后，房间并不好收拾。 In Jun ， our hotel had a group of guests traveled with family. Sandy Zhao 赵妹焕 ROOMS 房务部 Room Attendant 客房服务员

4 Outstanding Cares for Associate Award of Jun 六月杰出关爱员工奖 而她所管辖的那些楼层区域，有一位新入职不久的女孩子，恰巧大退房的 那一天，可能是因为不太适应新环境，导致身体不适加上房难做，一直都 了下午五点钟了，还有一半的房量没完成。这时候，赵妹焕就把有预定的 房间先检查了，然后二话不说，撩起袖子帮那位新同事一起做房。尽管有 了她的帮忙，但是六间房的房量，也并不是一下子就能完成的，差不多七 点钟准备没饭的时候，她还提醒那个女孩子下去吃饭，但是为了能早点做 完房，她却没有走的意思，到最后，她俩谁都没有下来吃饭。一直到最后， 房做完了，那位女孩子可以休息了，她还继续查未查完的房才回到办公室 写交班，下班。 And a girl who was new didn’t adapt to the new environment and couldn’t finish the work. She only finished half of her task at 17:00. When Sandy knew this, she helped the girl to complete the work without any words. 很多时候，让人感觉到温暖的，并不是你做了什么了不起的大事，而是从 工作里面渗透到生活的这些细微的感动。赵妹焕就是这样子，尽管她现在 做的是主管做的工作，承担的责任也比我们的重，但是无论多忙，他对同 事的关心，依然如此，细到极致，暖到永久，总是在我们需要的时候，站 出来。 If you want to let a person feel warm, you don’t need to do a great thing. You just do it with tiny moving thing. Though it was busy, Sandy cared us in a warm way. Sandy Zhao 赵妹焕 ROOMS 房务部 Room Attendant 客房服务员 Nominated by 提名者： Ivy Huang 黄嘉齐, Room Attendant 客房服务员 Nominated by 提名者： Ivy Huang 黄嘉齐, Room Attendant 客房服务员

5 Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Liza Baqueiro F&B 餐饮部 F&B Management Trainee 餐饮管理培训生 Lili Chen 陈丽文 ROOMS 房务部 SPA Receptionist 水疗中心接待员

6 从 6 月 9 日起，酒店接待了 VIP 客人 Mr. Nygard 及其随从合共 11 人， （一共 5 个房间，合共 20 个房晚），根据以往的经验， Mr. Nygard 和他 的团队要求受到特别的关注，因为他们全天不断会有各种特殊要求，但 同时，他们为酒店带来很多收益。因此，来自餐饮部的 Liza 和来自房务 部的 Lily 被安排跟进这个团队，并在这个团地入住期间提供 24 小时的个 性化服务，因此 Liza 和 Lily 都搬进酒店，因为一旦 Mr.Nygard 团队有任 何要求都会直接打 Liza 或 Lily 的私人手机。 From June 9 th, our hotel received a high profile VIP, Mr. Nygard, and his entourage for 4 days (a group of 11 people, in 5 rooms). From past experience with this guest we knew that he and his group required special attention, as they have a lot of demands around the clock. But they also bring a great deal of revenue to the hotel. Therefore, 2 members of our team were assigned to help follow up this group and offer 24-hour personalized service, assisting with all their requests throughout their stay. These associates were Lily from Room and Liza form F&B. The girls moved into the hotel for the period, and were the sole point of contact for all the groups needs via their personal mobiles. 当接到通知后，她们立即联系销售负责人 Tinson 和客房部同事并请 教客人之前在我酒店入住时有何习惯和应该注意的地方。 将所有的信息一一熟记并期待着客人的光临。 They remembered all the guests’ preference before the guests came. Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Liza Baqueiro F&B 餐饮部 F&B Management Trainee 餐饮管理培训生 Lili Chen 陈丽文 ROOMS 房务部 SPA Receptionist 水疗中心接待员

7 前一天还上班直到凌晨 1 点多的 Lily 第二天 7 点就按时到了酒店，首先 来到安排好的客房，再次确认窗帘是否正如客人喜欢的那样是打开的， 电视机是否一打开就停留在客人中意的频道。 9 点半客人们到了， Lily 在 大堂以最好的姿态和最美的笑容迎接了他们并致以最诚挚的问候，同时 向他们介绍自己便是他们在这里的贴身管家，如果有任何的需要都可以 随时联系她。就是这样，帮客人准备电梯，为客人联系电瓶车. 同时， Liza 每天早上 4 点钟起床帮客人点送餐，她帮他们把晚餐安排在各个餐 厅，并在席间提供服务，而她还需要根据 Mr Nygard 严格的饮食规定， 每天提供 5 次的客房送餐 Lily prepared well before Mr.Nvgard arrived. When the guests came, Lily showed her warm welcome and smile to them. To give you an idea of what sort of service they provided, aside from regular hotel service, Lily escorted the group daily back and forth to the Exhibition center; Meanwhile, Liza woke up every morning at 4am to answer room service requests from the group, she arranged dinner in all 3 venues for the group and supported during service, and she made sure Mr. Nygard followed his strict diet everyday providing him with 5 meals a day though IRD. Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Liza Baqueiro F&B 餐饮部 F&B Management Trainee 餐饮管理培训生 Lili Chen 陈丽文 ROOMS 房务部 SPA Receptionist 水疗中心接待员

8 11 号 Nygard 先生的助理 Marible 需要购买晚礼服去参加晚宴， Lily 考 虑到 Marible 可能对当地的情况不是特别熟悉，因而主动提出带着她一 起去买。他们在礼服店和百货区逛了 4 、 5 个小时但都没选到合适的。这 时， lily 打电话问朋友，问同事，上网搜索，希望能够找到做晚礼服比 较专业的店面。终于，被她找到一家知名品牌的晚礼服专卖店，并且 Marible 在这家店挑选到了非常满意的衣服。 Marible 非常之感谢 Lily ， 并称赞她很有耐心，从不说累。 Mr. Nygard and his assistant Marible needed to buy a evening dressing for a dinner party at June 11st. Lily consider that Marible may not familiar with local situation. So she go shopping with her initiatively. After four to five hours shopping in the clothes store and shopping mall, they didn’t fine a suitable one. In this case, Lily did everything she can (calling her friends, asking her colleagues, searching on the internet) to help Marible to fine a more professional store. Finally she found a professional store which sell evening dressing. Also Marible had found a satisfy one. Marible thank her patience. 同行的 Ms.Otten 看起来有些不太舒服，询问之后才知道客人有点皮 肤过敏的现象而且有贫血的症状。在征求客人的意见和同意过后， When some of the group members were not feeling well, they requested some medicine that we did not have. Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Liza Baqueiro F&B 餐饮部 F&B Management Trainee 餐饮管理培训生 Lili Chen 陈丽文 ROOMS 房务部 SPA Receptionist 水疗中心接待员

9 Lily 和 Liza 帮客人购买了补铁的营养液和治疗过敏的息斯敏。在服用药 品过后， Ms.Otten 很感激地表达了她由衷的谢意，这种体贴和关怀让她 觉得就像她的家人一样。并在之后，向其他客人推荐的水疗中心，希望 他们可以获得身心的放松。在 Lily 的推荐下， Ms.Otten 和她的随行人员 来到 SPA ，非常满意地体验了天梦水疗。并且觉得，身体情况好转了许 多。 and so Lily and Liza went out at 10pm to the chemist to find them which make them feel warm. And recommended them to heavenly spa. 在这短短的四天时间，无微不至的 Lily 和 Liza 让 Mr.Nygard 和他同行 的人员都感觉到酒店给他们的关怀和支持。对于酒店提供的个性化服务 并满足他们各种的需求给予非常高的评价， Liza 和 Lily 经过 4 天以后每天 都超过 15 小时的工作，她们送别了 Mr. Nygard 的团队。 At this short four days, Mr. Nygard and his partners feel the concerning and supporting of our hotel by Lily and Liza’s meticulously. They gave a really high appraise of hotel’s individuate service. It satisfy their demanding. After this four day, which Liza and Lily works over 15hours per day, they say goodbye to Mr. Nygard and his team. Outstanding Cares for Guest Award of Jun 六月杰出关爱客人奖 Liza Baqueiro F&B 餐饮部 F&B Management Trainee 餐饮管理培训生 Lili Chen 陈丽文 ROOMS 房务部 SPA Receptionist 水疗中心接待员 Nominated by 提名者： Michael Neal 聂卫欧, Asst. Director of F&B 餐饮部副总监 Sheri Xia 夏媛, Asst. SPA Manager 水疗中心副经理 Nominated by 提名者： Michael Neal 聂卫欧, Asst. Director of F&B 餐饮部副总监 Sheri Xia 夏媛, Asst. SPA Manager 水疗中心副经理

10 Outstanding Cares for Business Award of Jun 六月杰出关爱生意奖 Outstanding Cares for Business Award of Jun 六月杰出关爱生意奖 Jane Lin 林文静 Finance 财务部 General Cashier 总出纳

11 Outstanding Cares for Business Award of Jun 六月杰出关爱生意奖 6 月的广州，盛夏的开始，但对于财务部的员工 Jane 来说，一点感觉也 没有，因为这大半个月来，她总是早出晚归，丝毫没有因为炎热的天气而 减慢工作的脚步。 In June, the hot summer was coming, but Jane didn’t slow down and kept working hard. 2013 年 6 月，原本在财务部实习到寒假的实习生由于学业原因提早结束 了实习；而为期一年的郑州实习生也在 6 月 10 日结束了实习，而新的实习生 需要到 7 月初才入职。面对财务部缺少两名员工的情况，如何合理分工，让 财务部工作正常开展，成了当务之急。 Two of Finance trainees need to finish their internship as the academic reasons. And new trainee will come in July. In the face of lacking of two employees, how to reasonable division of labor, let the finance department carried out normally, became a priority thing. 两名实习生是负责应收和总出纳的工作，而 Jane 以前就是负责总出纳 的工作，现在负责处理应收工作，对总出纳和应收两个岗位都非常熟悉， 眼看离新的实习生还半个月的时间，再去培训其他的员工也不太适合，没 Two trainees was responsible for general cashier which Jane used to be. So Jane was the most familiar with this part. Jane Lin 林文静 Finance 财务部 General Cashier 总出纳

12 Outstanding Cares for Business Award of Jun 六月杰出关爱生意奖 有比她更合适去兼顾 AR 和 GC 的工作，可是酒店 80% 的收入都是通过信用卡 的形式， Jane 每日的工作量就很大，要她再兼顾总出纳的工作，不知道她 会不会吃不消呢？但只能试试了。当我把希望 Jane 兼顾总出纳工作的想法 告诉她时， Jane 竟然二话没说，就答应了。 So Jane was both responsible for the job of AR and GC which means the workload for her was large. But Jane didn’t compliant anymore to accept this job. 在身兼两职的这段时间，总是看到 Jane 在出纳室、办公室来回跑，忙得 喝水的时间都没有。总出纳的工作，不仅负责处理每天的酒店现金收支， 还包括跟进收银员的长短款，实地盘查各收银员的备用金情况，处理银行 业务；在应收方面， Jane 也丝毫不怠慢，仔细核对前台及餐厅的账款，出 现问题会主动找营运部门的同事去核对更正。原本 9 点准时上班的 Jane 最近 7 点 30 分已经开始在岗位上忙碌，为了不影响酒店的正常运营，周末自愿回 来加班，牺牲自己的休息时间。 You could see Jane always ran between Cashier office and Finance office. She even didn’t have time to drink. She went to work more earlier before 7:30. In order to finish the job well, Jane came back office to work on weekend. Jane Lin 林文静 Finance 财务部 General Cashier 总出纳

13 Outstanding Cares for Business Award of Jun 六月杰出关爱生意奖 月末，财务部最繁忙的时候，而 Jane 身上更是肩负了两个岗位的工作， 月结的时候更是忙得不可开交，可是她没有抱怨过一句，一直勤勤恳恳努 力完成月结的工作。有了 Jane 的辛勤工作，财务部结账工作没有因为缺员 而减慢，顺利完成。 At the end of month ， Jane was responsible for two position job. But she didn’t compliant anymore and finished the work well. 因此，我为财务部能够拥有像 Jane 一样的员工感到非常骄傲。 Therefore, I am proud of Jane. Jane Lin 林文静 Finance 财务部 General Cashier 总出纳 Nominated by 提名者： Ivy Lin 林丽梅, Asst. Financial Controller 助理财务总监 Nominated by 提名者： Ivy Lin 林丽梅, Asst. Financial Controller 助理财务总监