每1位不满意的酒店顾客平均会向9-15个 人倾诉他们的不良体验 旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 不断提升顾客体验 MAXIMISE GUEST EXPERIENCE 共创卓越管理 BE THE BENCHMARK

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 2 概要 SGS旨在帮助酒店行业满足各种各样的需求，并为其在所遇到的众多问题时提供量身 ABSTRACT 定制的解决方案： 在当今世界，顾客可以用移动设备放大一个不那么完美的体验。 SGS aims to help the hospitality industry to meet a variety of needs and 在线评论提高了对旅游及酒店体验与服务承诺的要求。因此，确 provide solutions to many of the issues presented today: 保酒店尽其所能达到更高水平客户满意度，比以往任何时候都重 要。 HX旅游及酒店体验 Hospitality Experience - 节能 Energy Savings In today’s world, a guest’s less than perfect experience can Program • 企业社会责任 Corporate Social Responsibility be magnified with a single mobile device. Online reviews • 风险 Risk have increased the demand for experience excellence and - 员工福利 Employee Welfare commitment. Therefore, it is more important than ever to - 食品安全 Food Safety - 社区参与 Community Involvement ensure that your property is doing all that it can to achieve - 用水安全 Water Safety - 尊重多样性 Respect For Diversity the highest level of satisfaction. - 建筑安全 Building Safety • 服务体验质量 Quality Of Service Experience - 安保 Security - 特色一：专家神秘客 Feature 1: Professional - 网络安全 Cyber Security - 业务连续性 Business Continuity Mystery Shopper • 可持续发展 Sustainability - 特色二：服务认证 Feature 2: Service - 环境 Environment - 废物管理 Waste Management Certification 其他服务 Other Services • 服务创新设计 Service Innovation Design • 投诉管理 Complaint Management • 培训体系搭建（企业大学） Training System Structure (Corporate University)

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 3 HX旅游及酒店体验 HX项目包含四个独立模块 4 HOSPITALITY HX PROGRAM CONSISTS OF FOUR SEPARATE MODULES EXPERIENCE PROGRAM 123 什么是SGS HX？ 风险：当今世界，风险降低 可持 续发 展：世界 各地 的 企业社会责任：酒店业逐渐 服务 体 验 质量：良 好 的 顾 WHAT IS SGS HX? 是酒店业都关心的问题。 酒店需要满足对环境的要 意识到自身在社区与环境中 客体 验 能够赢得顾 客忠 SGS旅游及酒店体验可以改善客户体验与品牌声誉——针对酒店 业的综合管理审核解决方案。 RISK: In today’s world 求。 创造财富、就业、专业产品 诚。 Improve guest experience and brand reputation with HX risk mitigation is the from SGS – a comprehensive property management audit number one concern SUSTAINABILITY: 和服务方面所扮演的积极 QUALITY OF SERVICE solution for the hospitality industry. for the hospitality Hotels around the EXPERIENCE: Positive industry. world are now 角色。 guest experience leads required to comply to customer loyalty. • 食品安全 Food Safety with environmental CORPORATE SOCIAL demands. RESPONSIBILITY: The • SGS的QX(体验质量)服 • 用水安全 Water tourism industry is more Safety • 环境 Environment aware of their active 务以普通顾客到访，或以 role generating wealth, • 建筑安全 Building • 废物管理 Waste employment, quality 匿名神秘检查的形式执 Safety Management products and services 行。SGS’QX services within communities and are conducted as • 安保 Security • 节能 Energy Savings environments. ordinary guest visits, or mystery • 网络安全 Cyber • 员工福利 Employee inspections, without Security Welfare your property’s knowledge. • 业务连续性 Business • 社区参与 Community Continuity Involvement • 良好的顾客体 验 Positive Guest • 尊重多样性 Respect Experience For Diversity • 顾客忠诚 Guest Loyalty

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 白银：得分在65%至84%之间 4 黄金：得分在85%至94%之间 三个级别的认证 HX效益 THREE 铂金：得分在95%或以上 BENEFITS OF HX LEVELS OF CERTIFICATION 提高品牌声誉 ACHIEVEMENT INCREASE IN BRAND REPUTATION 运营支持和指导 OPERATIONAL SUPPORT AND GUIDANCE 从容应对 PEACE OF MIND 节约成本 COST SAVINGS 符合规范 REGULATION COMFORMITY 市场资讯 MARKET INTELLIGENCE HX认证证书模板 HX CERTIFICATE TEMPLATES

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 5 风险 风险涉及领域 contamination and control water cyber-attacks. Being able to RISK RISK INVOLVES AREAS usage (leaks). provide guests with a secure digital space is not only a legal 风险管理的目的 • 食品安全：食品控制的实施提高了食 • 建筑安全：检查顾客及员工区域的 requirement, but can improve OBJECTIVES OF RISK MANAGEMENT 消防安全、燃气安全和基础设施安 your brand’s overall reputation. 品安全并带来其他显著效益，例如 全。 • 对酒店的安全措施进行独立的评估。 • 业务连续性：为控制和测量组织的 • Provide an independently verified assessment of hotel’s Safety 提升顾客信心，方便有关机构的检 • BUILDING SAFETY: SGS inspects the fire safety, gas 总体连续性风险，以管理该组织的 practices. 查。 safety, infrastructure safety of • 它有助于确保管理层知道潜在的风险并采取适当的措施来减少风 guest and staff areas. 业务 连 续 性中可能 暴露的普 遍 风 • FOOD SAFETY: The 险。 implementation of food controls • 安保：有关管理并降低酒店财产和 险。 • It helps ensure that management is aware of potential risks increases food safety and 人员（包括员工和顾客）故意伤害的 provide other significant benefits, 风险。 • BUSINESS CONTINUITY: and takes appropriate measures to reduce them. such as increased guest This module involves the • 解答酒店经营者在安全方面的特殊审核计划的需要。 confidence in your property and • SECURITY is about managing commissioning and application • Answer the needs for a particular auditing scheme about facilitation of inspections by and minimizing the risks of of controls and measures to authorities. deliberate harm to your property manage the general risks to safety for Hoteliers. and people, including staff and which the business continuity • 可以向顾客、旅行社和保险公司提供保障，保证独立第三方监控主要 • 用水安全：监督您酒店的整个水循 guests. of an organisation could be exposed. 安全问题— — 证实其克尽职责。 环。这些风险控制有助于减少军团 • 网络安全：酒店已成为网络攻击的主 • It can offer to customers, tour operators and insurers 要目标。为顾客提供一个安全的数 菌的出 现、水污染 及 控 制用水（漏 字空间不仅是法律要求，还可提升 reassurance of independent third party monitoring on main 品牌声誉。 safety aspects - demonstration of due diligence 水）。 • CYBER SECURITY: Hotels • WATER SAFETY: SGS have become prime targets for supervises the whole cycle of water on your properties. These risk controls help reduce Legionella out breaks, water 风险模块的工作流程 PROCESS OF RISK MODULE 步骤一 STAGE 1 步骤二STAGE 2 步骤三STAGE 3 步骤四STAGE 4 步骤五STAGE 5 本地合格审核团队 根据合同审核及 系统计算分数 不合规与纠正措施 输出报告 Local Qualify 取样 Automatic Non-Conformity Reporting Audit Team Auditing and Scoring system And Corrective Sampling Action according to the contract

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 6 风险 食品安全 - 审核区域 用水安全 - 审核区域 食品\&用水安全 – 测试 RISK FOOD SAFETY - AREAS THAT WATER SAFETY - AREAS THAT FOOD \& WATER SAFETY - MUST BE AUDITED MUST BE AUDITED TESTING SGS在风险方面的特色 SGS’S FEATURES OF RISK • 前台食品区域 Front Food areas • 游泳池 Swimming Pool • 食品取样 Food samples • 后台食品区域 Back Food areas • 水疗池/温泉池 SPA Pool • 采样 Swabs • 基于国际标准- HACCP /食品规范，FTO准则；德国DRV标准，EEC- • 食品进出区域 Food In/Out areas • 设备管理 Facility Management • 水质取样 Water sample EWGLI规则，ISO 45001 (ISO标准) • 其他食品区域 Other Food areas • 空气取样 Air sample • 良好生产规范Good • Based on International Standards -HACCP / Codex 安保审核 网络安全\&业务连续性审核 Alimentarius, FTO Guidelines; German DRV Standard, EEC- manufacturing practices SECURITY AUDIT CYBER SECURITY \& BUSINESS EWGLI Rules, OHSAS 18001 (ISO Standard) CONTINUITY AUDIT 建筑安全审核 • 保留CCCTV记录 CCCTV • SGS认证的客户端——使用基于web的应用程序，管理所有相关文 BUILDING SAFETY AUDIT recordings retained • 业务影响分析和风险评估 档。 Business Impact Analysis \& Risk • 一般区域 General Areas • 处理可疑包裹、电话、邮件的政策 Assessment • SGS Certified Clients Portal web-based application to manage • 儿童天地 Kid’s Club Policies in case of suspicious all related documentation. • 海滩\&休闲 Beach \& Leisure packages, calls, emails • 业务连续性策略及计划 Business • 消防安全 Fire Safety Continuity Strategy \& Plan • SGS移动审核设备和报告工具——基于web的应用程序，跟踪和监 • 燃料和能源 Fuel and Energy • 应急计划 Emergency plans 控审核进展和发现。 • 实践 Practices • 外围（墙、栅栏） Perimeters (wall, • 应急计划及恢复 Emergency Plan \& Recovery • SGS Mobile Auditor Device and Reporting Tool web-based fence) application to track and monitor audit progress and findings. • 门禁/进入限制 Restricted access • 人力资源安全及资产管理 Human • 基础设施和客房的完整性 Resource Security \& Asset Management Infrastructure and guess room integrity • 访问控制 Access Control • 物理和环境安全 Physical and Environmental Security • 防范恶意软件及备份 Protection from Malware \& Back Up • 操作软件控制 Control of Operational Software • 供应商关系及管理 Supplier Relationships \& Management

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 7 可持续发展 可持续发展是什么？ SUSTAINABILITY WHAT IS SUSTAINABILITY? • 此模块的实施将证明您对环境的承诺，并可尽量减少对环境的影响，促进对资源的有效管理。令可持续发展承诺成为竞争 可持续发展的效益 BENEFITS OF SUSTAINABILITY 差异化的影响因素。 • The implementation of this module will prove your commitment to the environment, while minimizing impact • 将品牌定位为具有社会责任的品牌 • Position brand as socially responsible and promoting the best management of resources. Make sustainability commitment a factor of competitive • 令品牌在竞争中脱颖而出 differentiation. • Distinguish brand from competitors • 世界各地的酒店需要不断满足政府、竞争者和顾客对环境越来越多的需求。因此，将环境整合到酒店整体管理中就显得至 • 减少运营成本 关重要。 • Decrease operational costs • Hotels around the world are increasingly required to comply with a growing number of environmental demands • 降低对环境的破坏 imposed by government, competitors and guests. For this reason, integrate the environment in the overall • Reduce environmental damage management of a property are essential. • 优化资源与废物管理 • 贵组织将有机会减少废物管理成本和保险费用，消除新客户对可持续发展问题的意识障碍，降低诉讼和制裁风险、有更大 • Optimize management of resources and waste 机会获得资助及其他优惠融资，及降低职业风险，从而激励员工。 • 将突发事件的风险有效降低 • Your organization will have the opportunity to reduce the costs of waste management and insurance premiums, • Minimize the risks associated with accidental events to eliminate barriers to new clients sensible with the sustainability issues, to reduce the risk of litigation and sanctions, to have greater access to grants and other preferential financing and to reduce occupational risks, thus motivating staff. SGS的优势 the field of green and sustainable SGS’S SUPERIORITY development (approved by IRCA • 在酒店评审服务领域有丰富的 \& IEMA, carry out GRI, SA8000 and other audits) 经验 • Rich experience in the field of • 国际可持续发展旅游委员会的会员 hotel audit service • Member of GSTC (Global Sustainable Tourism Council) • 在绿色及可持续发展领域拥有 符合资质的专家团队（IRCA \& IEMA认可，开展GRI, SA8000 等审核） • Have qualified expert teams in

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 8 可持续发展 一般检查范围 SUSTAINABILITY GENERAL AREAS TO CHECK 相关认证 • 政策 • 宗旨 • 责任与职能 RELATED CERTIFICATION • POLICY BJECTIVES ESPONSABILITIES AND FUNCTIONS • 能源管理体系 ISO 50001 • 法律要求 • 环境管理 • 环境管理体系 ISO 14001 • LEGAL • ENVIROMENTAL • 能源使用和消耗 • 地球评测认证 Earthcheck • USE AND • GreenKey REQUIREMENTS MANAGEMENT CONSUMPTION OF • 暖通空调系统 • 照明 ENERGY • HVAC SYSTEM • LIGHTING • 设备 • EQUIPMENT • 用水与消耗 • 其他自然资源的使用 • WATER USE AND 与消耗 • 废弃物 • WASTE CONSUMPTION • USE AND CONSUMPTION OF • 供应商 • 排放物 OTHER NATURAL • SUPPLIERS • EMISSIONS RESOURCES • 沟通 • 不合规与纠正措施 • 风险 • COMMUNICATION • RISK • NC \& CORRECTIVE ACTION

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 9 企业社会责任 企业社会责任是什么？ • 企业及其他类型组织能够且必须通 • SGS企业社会责任模块设计用于指 CORPORATE SOCIAL WHAT IS CSR? RESPONSIBILITY 过领导人致力于建立诚信、透明、诚 导您实现社会责任的较高水平，并 • 在竞争日益激烈的全球化世界，旅 企业社会责任的效益 游业逐渐意识到自身在所运营社区 实、合 规 的 文化，来 促 进可持 续发 不断提高品牌声誉。 BENEFITS OF CSR 与环境中创造财富、就业、专业产品 和服务方面所扮演的积极角色。 展。 • SGS’ CSR module is designed to • 提升整体管理水平 Improvement in overall management guide you through the process • 社会责任 Social responsibility • In an increasingly competitive • Companies and other types of achieving optimal levels of • 良好的治理 Good governance and globalized world, the tourism of organizations can and must social responsibility, ultimately • 合规与透明 Compliance and transparency industry is more aware of their contribute to sustainable maximizing your brand’s • 致力于降低风险 Commitment to risk reduction active role generating wealth, development via their leaders’ reputation. employment, quality products decided commitment to and services in the communities establishing a culture of integrity, and environments in which they transparency, honesty and operate. compliance. SGS的优势 相关认证 SGS’S SUPERIORITY RELATED CERTIFICATION • SGS的审核专家接受各种标准以及国际协议的培训。 • 社会责任实施指南 ISO 26000 • SGS’s audit professionals are trained in various standard and international agreements. • 社会责任标准 SA 8000 • 所有的审核人员都具有丰富的审核经验以及行业知识。 • 道德贸易联盟（ETI）及国际劳工 组织（ILO）规范/准则 Norms/ • All auditors have rich experience in auditing and industry knowledge. standards accepted by ETI \& ILO • SGS的报告体现了全新的国际思维和良好实践，对任何组织均适用。 • SGS’s report reflects the latest international thinking and good practice, applicable to any organization. 一般检查范围 GENERAL AREAS TO CHECK 一般 劳工 人权 反腐败 GENERAL LABOUR HUMAN RIGHTS ANTICORRUPTION 供应商 客户 当地社区 社会 SUPPLIERS CUSTOMERS LOCAL COMMUNITY SOCIETY

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM • 无论您的酒店规模是大是小，是独 your property and then work 10 立经营还是品牌连锁，SGS的专业 with dedicated specialists to 服务体验质量 set relevant benchmarks, and hospitality experts, who will QUALITY OF 检验员都能助您确保对您提供的顾 provide meaningful action plans pay attention to every detail and SERVICE for your team. SGS also provides make an impartial assessment of EXPERIENCE 客体验负责。他们将对您的酒店进 system-wide brand compliance their experience. programs and software to 行彻底审查，随后与专家合作，制定 upgrade internal • 定期的神秘检查是监测顾客服务质 量较有效的手段。此外，考虑到任何 相关的基准，并为您的团队提供有 • SGS的QX(体验质量)服务以普通顾 顾客都可能是一位检验员，您的员 意义的行动计划。SGS也将提供全 工就受到间接性的激励，在任何时 客到访，或以匿名神秘检查的形式 候都能提供更高水平的服务。 系统的品牌合规程序和软件，以升 执行。我们的审核由酒店业专家执 • Frequent mystery inspections 级酒店内部检查项目。 are the most effective method of 行，将对每处细节进行考量，并做出 monitoring the quality of guest • If you are a large or small services. Moreover, considering property, independent or 公正评估。 that any guest could potentially branded, SGS’ professional be an inspector, your staff is inspectors can help you ensure • SGS’ QX services are conducted indirectly motivated to provide accountability for the guest as ordinary guest visits, or increased levels of service at any experience that you provide. mystery inspections, without given time. Our professional inspectors will your property’s knowledge. conduct a thorough review of Our audits are carried out by 特色一：专家神秘客 FEATURE 1: PROFESSIONAL MYSTERY SHOPPER • 帮助服务策略制订者进一步提升酒 • 帮助您的酒店改良并提升神秘顾客 • 帮助您将酒店打造成行业标杆。 店的服务标准。 的审核价值。 • Help to make your hotel to be an industry benchmark. • Help service policy makers to • Help your hotel improve and further improve hotel service enhance the value of the standards. mystery shopper. 专家神秘客的检查流程 PROCESS OF PROFESSIONAL MYSTERY SHOPPER 预订 入住登记 客房 餐厅 公共区域 健康中心 活动 Booking Check in Room Restaurant Public areas Wellness Activity 评价 退房 自助早餐 第二天 Evaluation Check out Breakfast 2nd day buffet

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 11 服务体验质量 导入服务认证的好处 QUALITY OF BENEFITS OF IMPORTING SERVICE CERTIFICATION SERVICE EXPERIENCE 对外 External • 可制作牌匾，与SGS联合进行事件 • 经第三方以严谨的查核方式，确保 营销及市场宣传 什么是服务认证？ • 具有国际性的证书，代表具国际级 服务输出达到预期结果，向管理层 WHAT IS SERVICE CERTIFICATION? 的竞争力 • Can make a plaque, and jointly launch event marketing and 展示工作成效 • 服务认证是一个盛行于早年即已十分重视消费者需求的欧美国家的认 • International certification marketing with SGS 证系統，是全球唯一获得国际认可的服务业专用的国际验证制度 。 represents international • Ensure that the service output competitiveness 对内 Internal achieves the desired results • Service certification is a certification system in European and through rigorous third-party American countries that have paid great attention to consumer • 是认监委认可的、国家认证的证书， • 以较少的时间和金钱投入，实现提 verification, and demonstrate demand in the early years. It is the only globally recognized 更具权威性 升服务品质的更高产出 performance to management international certification system for the service industry. • Recognized by the CNCA, a • Achieve the maximum output of • 定期的追踪，可以让员工受到间接性 • 服务认证通过细节化的管理优化客户的服务体验，帮助企业打造成 national certification, which improving service quality with 业内的服务标杆，保证您的客户关心的服务品质已被纳入您的服务标 means more authoritative less time and money input 的激励，在任何时候都能提供更高 准。 • 展现良好且正面的企业形象，增强 • 重新梳理SOP文件，确保服务标准 水平的服务 • Service certification apply detailed management to optimize 品牌影响力 符合认证要求 customer service experience. Help enterprises to become • Regular tracking enables service benchmarks in the industry, and ensure that the quality • Show good and positive • Review SOP files to ensure employees to be indirectly of service your customers are most concerned has been corporate image \& enhance service standards meet motivated and provide a higher incorporated into your service standards. brand influence certification requirements level of service at all time 服务认证的步骤 PROCESS OF SERVICE CERTIFICATION 服务标准确定 认证准备 现场审核 颁发证书 Service standard Certificate preparation On-site audit Issue the certificate determination ••预约现场 ••以专家 ••由SGS向符合标准 审核时间Schedule 神秘顾客的方式， 的酒店颁发服务认证 ••梳理和完善服务标 on-site audit 对酒店进行服务检 证书 SGS issues 准书Sort out and 查 Conduct service service certification improve the service ••确定现场 inspection to the to the hotel that standard documents 审核老师 Confrim hotel by means of meet the standards on-site auditor PROFESSIONAL ••由标准委员会评 MYSTERY ••制作牌匾，举行颁证 价并确认服务标 ••和审核 SHOPPER 仪式，进行联合宣传 准The standards 组长确定审核计划 Make the plaque, committee evaluate Confrim the audit ••亮明身份， hold the conferring and confirm the plan with the audit 检查服务管理要求 ceremony, and service standards team leader Reveal identity and conduct joint check the service publicity management requirements

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 12 ISO 10002 借助有效的投诉管理，您可以将不满意的客户转变为积极的业务机会。 满意的客户是您的品牌大使。 客户投诉指引 CUSTOMER You can turn unhappy customers into positive business opportunities with effective SATISFACTION complaints management. Satisfied customers are your best ambassadors. COMPLAINTS HANDLING 为什么要进行ISO 10002? WHY ISO 10002? • 不满意的客户会将他们的体验告诉朋友和同事，影响您的商誉，但您通常对此一无所知。使用 ISO 10002 实施投诉处理流程 后，它可帮助您将不满意的客户转变为满意的客户，使用他们提供的信息改善未来客户的体验。 • An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers. • 您的客户服务流程应便于客户提起投诉，解决出现的任何问题。投诉管理并非要减少投诉量，而是采集它们生成的信息，将其 转变为改进的机会。 • Your customer service processes need to make it simple for your customers to communicate complaints and resolve any issues arising. Complaint management is not about reducing the number of complaints, but taking the information they generate and turning it into an opportunity for improvement. • 智能的投诉管理将帮助您提高客户服务标准，提供有效的投诉处理系统，使您从竞争中脱颖而出。SGS 根据 ISO 10002 质 量管理进行审核：客户满意度说明您的组织关心客户反馈，有效接收、管理和解决客户投诉。 • Smart complaint management will help you to improve customer service standards and deliver an effective complaint handling system to differentiate you from your competitors. Auditing by SGS against ISO 10002 Quality Management: Customer Satisfaction demonstrates that your organization cares about customer feedback and receives, manages and resolves customer complaints effectively. ISO 10002 认证将为您的组织提供可靠的高质量投诉管理体系，包括以下特征： Certification against ISO 10002 will provide your organization with a high quality and reliable complaint management system, including the following characteristics: • 可见性 • 机密性 我们能够按照 ISO 10002 的要求对 • Visibility • Confidentiality • 可获取性 • 客户至上方法 您的管理体系实施差距评估或带您通 • Accessibility • Customer-focused approach • 响应能力 • 责任制 过整个认证流程。 • Responsiveness • Accountability • 客观性 • 持续改进 We can either conduct a • Objectivity • Continual improvement gap assessment of your management system against the requirements of ISO 10002 or take you through the full certification process.

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 13 培训系统搭建 培训系统搭建的战略性意义 TRAINING STRATEGIC SIGNIFICANCE OF THE TRAINING SYSTEM CONSTRUCTION SYSTEM CONSTRUCTION 愿景 Vision 培训效果/效率 战略 Strategy Training effect / 为什么要进行培训系统搭建？ WHY TRAINING SYSTEM CONSTRUCTION? efficiency • 随着时代变迁，传统将员工视为成本的概念日渐式微，取而代之是将员 L4 经营计划 工视为公司资产，以一种积极的观点来看待员工，强调员工知识、技能、 Business Plan 态度，人力资本的概念因而产生。 HR措施 • As time changes, the traditional concept of employees as cost HR measures is declining. Instead, the concepts of considering employees as corporate assets, looking at employees in a positive way, 其他输入 能力差距 能力分析和工作分析 emphasizing on employee knowledge, skills, attitudes, and Other inputs Competence GAP Competence analysis and human capital are thereby generating. 组织发展 operational analysis Organization development 需求 • 业务导向的人才发展体系的搭建是组织人才发展的基础与核心。在员工 学习转移的工作 绩效分析 Needs 发展的不同阶段，需要匹配不同的能力发展培养方案。 Performance analysis 环境 个人发展 评估 设计和计划 • The establishment of a business-oriented talent development Learning transfer Individual development Assessment Design \& Plan system is the foundation and core of organizational talent development. At different stages of employee development, it work M 培训方法 Training method is necessary to match different development training programs. environment 评估方法 Evaluation method 培训计划 Training plan L2 实施 L3 Implement L1 培训系统搭建的工作流程 PROCESS OF TRAINING SYSTEM CONSTRUCTION 1、组织需求 （高层管 2、界定培训的目标与需求 3、培训体系规划Training 理者） Organizational Define training objectives system planning needs (top management) and requirements 6、培训结果评估 5、课程实施及满意度评估 4、课程开发和设计 Training results Course implementation Course development and and satisfaction designassessment 7、监督课程Course evaluation supervision 9、绩效评估与持续改进 8、培训情境转移至工作应 Performance appraisal 用Training situations to and continuous work applications improvement

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM 14 服务创新设计 在市场竞争日益激烈的今天，服务产品缺乏差异性，顾客对传统服务模式早已习以为常，要突破瓶颈难上加难，由此，酒店管理 SERVICE 者每天都在为以下问题困扰着： INNOVATION In today’s increasingly fierce market competition, service products are lack of differentiation. Customers are accustomed DESIGN to the traditional service mode, and it is extremely difficult to break the bottleneck. Therefore, hotel managers are troubled by the following problems every day. 服务创新工作坊将为您带来： • 服务已经做得不错了，下一步还能做什么？ SERVICE INNOVATION DESIGN CAN BRING YOU: • Service has been done well. What to do next? • 我们的服务与竞争对手到底有什么区别？ • 在现有的品牌定位上构思新服务，增值现有服务 • What’s the difference between our service and our competitors? • To add value to existing services by co-creating services tailored • 新服务创造出来后，很快给竞争对手复制了。 • New services were created but quickly replicated by competitors. for client’s brands • 服务很难持续创新，如果仅依靠少数的几位发明家的灵感创作新服务，已远远不足够 。 • 引入心理学的“向性” 来引导服务的发展方向，为服务发展的科学化 • Services are hard to innovate on a continuous basis, and it’s not enough to rely on the inspiration of a few inventors to 提供有力的理论支持 create new services. • Corporations create sustainable competitive advantages in • 创造的新服务如何切实落地，增加感性价值和顾客体验？ • How can the new service be truly implemented to increase perceptual value and customer experience? customer service by having clear directions sustained by scientific theories 服务设计工作坊纲要 • 一个集思广益的服务创新机会: 有关客户服务的部门和团队一起参 TYPICAL RUNDOWN OF SERVICE CO-CREATION WORKSHOP 与(甚至可邀请顾客) • 认识服务创新和顾客体验 • Service innovation involves different parties and stakeholders • Understand service innovation and customer experience (even customers) to ensure a co-creation with inputs from • 服务创新案例 different perspectives • Service innovation cases • 推动服务创新文化。 • 服务全解码：研究SGS顾客体验提升的“SERVICE deCODE”模型 • To promote service innovation culture • ‘SERVICE deCODE’: research into SGS’s customer experience improvement model • 服务向性：了解八个基本服务向性和相关特色，解构服务对顾客在情感上的影响 • Service orientation: understand the 8 basic service orientation and related features, and deconstruct the emotional impact of service on customers • 服务设计创新工作坊 (模拟案例) • Service design innovation workshop (simulation case) • 服务创新成果实行策略 • Implementation strategy for service innovation results

旅游及酒店体验项目 HX HOSPITALITY EXPERIENCE PROGRAM HX适合您么？ industry to meet a variety of 我们为您的酒店提供融合不同方法 IS HX FOR YOU? needs and provide solutions to 论，如业绩评估、认证、测试和培训的 为何选择SGS? many of the issues you face 整体解决方案。 WHY SGS? 无论您代表一家酒店、旅行社，还是 today. 旅游业中的其他公司，对与您交互的休 We combine different SGS 是国际公认的检验、鉴定、测试和认证机构。 我们是全球公认的 闲、商务或专业旅行者，都必须增强与 SGS旅游及酒店体验专为酒店业量身 methodologies, such as 质量和诚信基准。97,000多名员工在全球运作2,600 多个分支机构和 优越性能、标准和质量相关的信息沟 定制，提供令人难忘的顾客体验，并达 performance assessments, 实验室。 通。 到更高水平客户满意度。 certification, testing, and training SGS is the world’s leading inspection, verification, testing into a holistic solution for your and certification company. We are recognised as the global Whether you represent a hotel, The SGS Hospitality eXperience property. benchmark for quality and integrity. With more than 89,000 tour operator or one of the has been designed specifically employees, we operate a network of more than 2,600 offices many other companies within the for the hospitality industry to 其他酒店业感兴趣的服务包括： and laboratories around the world. tourism sector, the interactions deliver unforgettable guest you have with leisure, business experience and achieve the Other services of interest for the 我们的核心服务可分为以下四类 or millennium travellers must highest level of satisfaction. hospitality industry include: OUR CORE SERVICES CAN BE DIVIDED INTO FOUR CATEGORIES reinforce the message of • 检验：我们提供国际公认的全方位检测和验证服务。 excellence in performance, SGS增值服务 • 培训 • INSPECTION: our comprehensive range of world-leading standards and quality. ADDITIONAL SGS SERVICES • Training inspection and verification services. 您的酒店是否提供了良好的顾客体验？ 我们致力于向您提供一站式的综合解 • 测试：我们拥有全球测试设施网络。 决方案，以推行、展示及改善旅游及酒 • 国际管理体系认证 • TESTING: our global network of testing facilities. DOES YOUR HOTEL PROVIDE 店体验。 • 认证：通过认证，我们能向您证明您的产品、流程、系统或服务是否符合 A BEST-IN-CLASS GUEST • International Management EXPERIENCE? We focus on providing you Systems Certifications 标准及规范。 with comprehensive, integrated • CERTIFICATION: we enable you to demonstrate that your HX项目旨在帮助酒店行业满足各种各 solutions for implementing, • 技术服务/ 尽职调查 样的需求，并为其在所遇到的众多问 demonstrating and improving products, processes, systems or services are compliant with 题时提供量身定制的解决方案。 on a best-in-class hospitality • Consultancy Services / Due standards and regulations. experience. Diligences • 鉴定：我们确保产品与服务遵守全球标准与当地法规。 HX has been designed • VERIFICATION: we ensure that products and services comply specifically for the hospitality • 强制性检验与测试 with global standards and local regulations. • Compulsory Inspections and Testing 联系我们 关注我们 了解更多资讯 www.sgsgroup.com.cn CBE.China@sgs.com (86) 512 6299 8124 www.sgsonline.com.cn

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