code of zening resorts. training for zening employees
TRANSCRIPT
Code of ZENING
You are a ZENING Ambassador
NEVER ARGUE , NEVER BLAME OTHERS
Speak respectfully to your colleaguesIf argument, write it, do not fightDo not blame anyone to faceYou can report a person to manager but not fight
Never Lie
Being honest is one of the best ways to gain respect
Be responsible of your acts
Lies cannot be hidden forever
NEVER CROSS ARMS, NEVER PUT HANDS IN YOUR POCKETS
“Here to serve” is part of ZENING’s Policy
Involve yourselves to make the Guest comfortable
We need helpful people like you
NEVER RAISE VOICE, NEVER SWEAR
ZENING is a quiet place
Guests are looking for peace and relaxation, do not stress them
Guests feel stressful waves from the personnel
NEVER USE WORDS LIKE -
horrible,boring,impossible,hate,empty, complain, cannot worried ,impatient , terrible, awful,harmful, narrow-minded , worse, untidy ,stupid, will not,won’t,crazy, sex
At ZENING and in every companies there are forbidden words
In any case, do not be in a hurry, do not complain. Every day Guests need to have the best quality of our service
Team spirit is really important here, enjoy your co-workers and your job !
NEVER BE BORED, Never be Lazy, Never avoid work
At ZENING we cannot pretend there is nothing to do
The Resort is based on mutual assistance and honesty
Laziness is not part of the concept we promote everyday
NEVER say negative things about your workplace to strangers and guests
Guests do not need to know your bad feelings
To the Guest, everything is great at ZENING
Your supervisor can fix the problem only if you let her/him know
Never say negative things about your colleagues to guests or strangers
Here, everybody is equal, none can blame a workmate
Let the arguments out of ZENING’doors
In case of litigation, please tell your supervisor
NEVER DISCUSS - RELIGION - POLITICS - DRUGS - PERSONAL ISSUES
Religion, Politics, Drugs and personal issues do not fit with HarmonyEveryone has an opinion about serious subjects but it is difficult to have the same as your neighbor We are not here to promote any ideas but ZENING’s Concept
NEVER OFFEND OR DISBELIEVE, ALWAYS BE TACTFUL
Be polite and show respect
We are not from the same country so use the right codes to be appreciated
ALWAYS SAY THANK YOU, GOODBYE
...and Good Morning! We need to talk in a good way, all of us are opened to discover new horizons, do not ruin them
What the Guest and your co-workers can think about you if you do not use the simplest words on earth ?
Politeness is crucial not even in the hospitality sector, but in your lives too
ALWAYS SMILE
Be Cheers and smiling =)
With 350 sunny days per year in Cyprus, who can be sad ?
Everybody can feel your bad mood so do not make it happen !
ALWAYS MAKE EYE CONTACT WHEN TALKING WITH SOMEONE
People need to be looked at when we talk to them
Everybody here is treated with respect and everybody need to feel as equal
ALWAYS SHOW CONCERN WHEN HEARING A PROBLEM
At ZENING we work as a team, someone’s problem is your problem too, do not ignore it
If you can resolve it, do not hesitate to handle the situation
ALWAYS LISTEN VERY CAREFULLY, IF DO NOT UNDERSTAND ASK TO REPEAT
It is better to make repeat instead of improvising
People here will be glad to help you and to guide you
ALWAYS STAY CALM
“A gentleman never runs”
Do not be in a hurry, problems do not exist, only solutions
Never show your stress to the Guest find a way with kindness to resolve any issue
ALWAYS TRY AND USE A PERSON’S NAME AND ADDRESS AS Mr. or Madam
Treat Guests with respect, be tactful and available
Guests are not your friends… You are here to serve them
ALWAYS ACKNOWLEDGE PEOPLE - BY WORD OR A SMILE
You are thankful, nice and happy, so show your best every day
We live in a such beautiful place here at ZENING Resorts, there is no reason to be unrespectful
ALWAYS BE OBSERVANT, Be Mindful
Guests see everything, any lack of attention, any imperfection, any irregularity
If you see plastic, paper, cigarette butts… please throw the trash away into rubbishes at disposition around the property
Pay attention to details !
ALWAYS BE OFFENDED BY THINGS NOT RIGHT - TAKE RESPONSIBILITY
Everyone is concerned when something wrong happens
Everybody needs to find a solution
If you are a witness of an imperfection around the property please take initiative and resolve it
ALWAYS PICK UP RUBBISH
ZENING Resorts is a sustainable place
Nature grows around us, do not destroy it
If you see any rubbish please throw it away
ALWAYS FIND SOMETHING TO DO, DO NOT SPEND TIME DOING NOTHING
Do not pretend you have nothing to do
At ZENING there is always something to improveYou can spend time with your team or be alone to make the Resort better
Enjoy ZENING’s soul, we need people like you to keep our energy
ALWAYS REMEMBER HOW TO HANDLE A COMPLAINT
Be compassion with guests who are complaining
In any situation : Stay calmDo not raise your voice Be tactful
ALWAYS USE WORDS LIKE -
welcomethank youmy responsibility take it personallytasteful, kindpleasure richbrilliant full great content fantastic superbbestfortunatepleased tohonouredpossibletasty nicedelighted YES no problem easy
REMEMBER - “THE ANSWER IS YES - NOW WHAT’S THE QUESTION”
For Guests, no matter what they want, we can do it
At ZENING everything is possible. You should remember it also for yourselves
We need to serve the Guest, to satisfy their own wishes
REMEMBER - IF YOU DO NOT KNOW THE ANSWER - YOU KNOW SOMEONE WHO DOES AND WILL FIND OUT
It is always better to ask for help instead of doing a mistake that could be serious for the wellbeing of your co-workers or the image of the Resort
Please, if you are not in shape to satisfy a request from Guests or from nthe staff call the person who can do it well
REMEMBER - GOOD MANNERS COST NOTHING BUT MEAN EVERYTHING
Talk tactfully to the Guest
Do not point fingers to somebody
Be gentle, courteous and appropriate
Dont even think about ...
Never say anything negative about a guest's ethnicity, race, language, physical condition, culture, sexual orientation, psychology, emotional state
Never say anything..
REMEMBER -
YOU ONLY HAVE ONE LIFE BEST TIME IS DAY TIME WHEN PEOPLE ARE AROUND. BE GRATEFUL FOR ALL THAT IS.
ENJOY And SHARE
