さがしものは何ですか?

osusume, arimasu.

[書籍] リッツカールトンが大切にするサービスを超える瞬間

 

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【内容】
ザ・リッツ・カールトン・ホテル日本支社長の高野登さんが書かれた本。
(昨年、かなり売れたので、有名ですね)
今回も、各章の中で印象に残った部分を抜粋します。


第1章 感謝されながら成長できる仕事術
・ホテルマンの仕事は、お客様と接するあらゆる場面で、いかに感性の高いホスピタリティを提供できる。
・コミュニケーションからすべてが始まる。チームワークの良さが最高のサービスをつくる。
・会社都合のシステムからは感動は生まれない


第2章 感動を生み出す「クレド」とは
・サービスを超える瞬間というのは、お客様が言葉にされないニーズまでも十二分に満たされた時である。
・クレドとは、リッツカールトンの基本的な信念であり、時代が流されても、あるいは国や地域が違ってもブレることはない。クレドの精神が変わらない限り、リッツカールトンが提供するサービスもまた不変である。
・マニュアルは、頭で理解させて守らせるルールであるのに対し、クレドは心で納得して実践するもの。
・心が通じ合ったサービスをするには、お客様と従業員が同じ目線を持て尊敬し合うことが必要不可欠。


第3章 リッツ・カールトンを支える7つの仕事の基本
・「パッション=情熱」は、周囲の人を巻き込んでいくエネルギー


第4章 サービスは科学だ
・サービスで重要なことは、高く感性を共有すること。
・同じ結果を出す為にマニュアルは必要。その上で、サービスをホスピタリティのレベルに引き上げる。


第5章 リッツ・カールトン流「人材の育て方」
・従業員の感性を鈍らせてしまうのは、単純作業や地味な仕事ではなく、「ビジョンなき仕事」である。
・目指す年収の5%を自分に投資する。


第6章 リピーターをつくるブランド戦略
・トップ5%の感性を大切にする。
・感謝されるサービスがブランドの価値を高める。


第7章 いますぐ実践したい”本当のサービス”とは?
・アドリブは、基本となるマニュアルをしっかりマスターした上で行えること。
・ホスピタリティとは、心からのおもてなしであり、それはお客様に愛情を示すことである。


【感想&気づき】
非常に読みやすい本で、随所に共感させられる。
事実に裏付けされていることが、より説得力を増すとともに、本の読者を惹き込むのであろう。
きっと、この本を読んだ人は皆、リッツカールトンに泊まりたくなるはず。
六本木に出来たら、行ってみたいなあ。
ポイントは、まさに「サービスを超える瞬間」。これは、マニュアルを超えて、感性にて実践するホスピタリティによって生み出されるという。その為には、常にお客様のことを思い、考えていることが必要なんだと思う。
ゲストにサービスを提供する仕事だけでなく、普通のデスクワークにおいても言えるのではないか。
自分なりの問題意識を持って、仕事を変えていきたい!と思っていれば、きっと与えられた仕事をしっかりとやることのみならず、常に状況にあった課題を見つけ、解決策を提示していけるのではないか。
どんな仕事に対しても、それだけの「思い」を込められるようにならなきゃなと思う。


【お知らせ】
アウトプットで自己成長!!
http://ameblo.jp/smile-coach

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基本情報

かんき出版 − 高野 登

投稿者

smile-coach

最終更新

2008-07-26 13:17:43
 

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