37ACCESS (=A-1 Competitive Choice for Excellent Service & Soundness) CQA (=Cooperative Quality Award)เครื่องมือประเมินคุณภาพขึ้น เรียกว่า PEARLSProtectionEffective Financial StructureAsset QualityRates of Return and CostLiquiditySigns of Growth
49Marriott’s 5-point Strategy to Attract & Retain Employees Get it right the first time.Money isn’t the only thingCreate a caring workplacePromote from withinBuild Your BrandTake care of your associates; they'll take care of your guests.
50Loyalty Leadership is built on three founding principles • Care for our Associates• Commitment to our Customers• Continuous Improvement of our Business
51Marriott 20 Basics I Proudly Represent Marriott I Show Respect for Others.I Practice Teamwork.I Practice Safe Work Habits.I Show Respect for Hotel & Community.I Respond Positively When Speaking with Others.I L.E.A.R.N. to Delight the Guest.I Know Our Hotel.I Anticipate Needs.I Act on KnowledgeI Welcome Every Guest.I Use Telephone Etiquette.I Focus on Individual Needs..I Personalize the Stay.I Make Every Guest Feel Valued.I Make Great First Impressions.I Stay Flexible.I Am a Gracious Host.I Do More.I Show Genuine Appreciation.