希尔顿酒店品牌标准（全英文 50页）

　　This section of the Manual provides a definitive list of all the agreed global Hilton Brand

　　Service Standards. These are the minimum standards that have been put in place to ensure

　　our customers receive a consistent and superior level of service, no matter which Hilton they

　　are staying at. Wherever they are, Hilton guests will always expect the Hilton experience.

　　Some of the regions have reflected Hilton Brand Service Standards in their own areas under

　　various guises (for example, Europe’s ‘Harry’ programme). You’ll find that this Manual cont

　　the best of all these initiatives and pulls them into one definitive reference point. For instance,

　　The Hilton Credo and the standards of the ‘3 Cs’ – Courtesy, Communication and Compla

　　Handling are all incorporated within this section.

　　It’s important to remember that it’s not just about mechanically following these standards. It

　　also about looking for those opportunities where you can make a real difference to someone’

　　stay with us. We call these Hilton Moments. A key company philosophy is ‘Never forget th

　　person behind the guest’ – it’s about restoring balance – ‘Equilibrium’ – in people’

　　Whatever their needs and expectations, let’s surprise and delight them by providing even mor

　　than they had hoped for… by putting back a little of what life takes out

　　These Hilton Brand Service Standards are there to support you and help you to consistently

　　deliver the Hilton Brand Experience to our guests. It is also vital we deliver these standards as

　　they will be measured in the quality evaluation audits of each and every hotel.