冬天的一个清晨,我的汽车无法启动,于是酒店的门卫上前询问我是否需要帮助,如果需要,他可以打电话让车队里的人来帮忙。我说:“这么早,这么冷,你能叫得动他们吗?”他的回答非常肯定:“只要是客人的问题,总经理我都可以叫来。”这就是这家五星级酒店服务堪称一流的原因了。它能够为顾客解决问题,因为它的一线员工有调动酒店任何资源的权力。“最长的脚趾最先知道疼。”一 One morning in winter, my car did not start, so the hotel doorman asked me if I needed help, and if necessary, I could call someone on the team to help out. I said: “So early, so cold, you can call them?” His answer is very sure: “As long as the guest’s question, I can call the general manager. ” This is the five Star hotel services are first class reasons. It solves the problem for its customers because its front-line employees have the power to mobilize any resources in the hotel. “The longest toe knows pain first.”