1.大家群策群力，互相尊重，对待同事好似对待自已的家人和贵宾一样。大家坚守万豪先生的信念：同事之间互有关怀照顾，一定能为客人提供更周到体贴的服务。
We practice teamwork and treat each other with the same respect we afford our family and best guests. We adhere to Mr. Marriotts belief that If we take care of each other, we will be able to take better care of our guests.
2.真诚待客，体贴关怀，以确保客人不断再来光顾是大家非常重要的宗旨。对客人表现出真诚热情的态度，时刻全心全意的关注。
Genuine care and comfort of our guests to ensure their return is our highest mission . Display genuine and enthusiastic interest in the guest, and always pay complete attention.
3.笑脸迎人，亲切招呼每位客人。以热情有礼，平易近人的态度与客人交谈。尽量用客人的名字来称呼他们。谨记用适合的言辞，防止用俗语和酒店术语。
Smile and greet every guest. Speak to the guest in a warm, friendly and courteous manner. Use their name as often as possible. Always use appropriate vocabulary. Avoid slang and hotel jargon.
4.感谢客人光临，亲切地向客人说再见，令他们临离开之前对酒店留下温馨难忘的好印象。
Thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive.
5.预先估计客人的需要，灵活配合。贯彻主动待客的原则，留神客人的神态，察颜辨色，以提供体贴周到的服务，令客人喜出望外。
Anticipate guest needs and be flexible In responding to them. Practice Proactive Hospitality. Pick up on non-verbal cues to initiate personalized service and delight all guests.
6.对酒店的状况了如指掌，随时可以回答客人的问询。一直第一推荐本酒店的餐饮服务。亲自为客人引路，单是指出方向并不足够。假如走不开，至少陪客人走几步。
Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotels food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.
7.遵守电话礼仪。自我介绍。尽快接听，不要让电话铃声声响超越三声。用适合的话语问候来电者。若要转驳来电或要他们等候，需要先得到他们赞同。尽可能不要转驳来电。
Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guests permission to transfer their call or place them
8.遵守制服及仪容标准，包含佩带我们的名牌，穿着端庄典雅的鞋袜。随身携带基本需知卡。维持个人卫生最为要紧。
Follow uniform and appearance standards, including name tags, appropriate footwear and The Basics card. Personal hygiene is of the utmost importance.
9.知道本酒店和所属部门的目的。你有责任与同事推荐你的建议和建议，尽你所能不断提升营业额、盈利、客人认可程度和同事的士气。
Know the goals of your department. It is your responsibility to share your ideas, Suggestions and energies to continuously improve sales, profit, guest satisfaction, and associate morale.
10.你得到本酒店授权和信赖，尽你所能处置客人的需要。必要时，应请同事帮忙。考虑怎么样以革新的办法说是。
You are empowered and trusted to handle guest needs and problems to the best of your ability. Seek assistance , if needed. Think of creative ways to say Yes.
