希爾頓：顧客是企業的生命，為了保持顧客高水平的滿意度，我們不斷地聽取評估顧客意見，在我們所在的各個國家實行公平的制度來處理顧客投訴并尊重消費者權利。

Our customers are our business. In order to maintain high levels of satisfaction we are constantly assessing the views of our customers. We operate a fair system for handling complaints and respect the rights of the consumer in the countries in which we operate.(HILTON)

馬里奧特：馬里奧特酒店優質服務的聲譽來自馬里奧特創立并長期秉承的傳統，酒店簡單的服務目標“食物好，服務好，價格合理。”

Marriott's reputation for superior customer service rises out of a long

tradition that started with J. Willard Marriott's simple goal for Hot

Shoppes to provide "Good Food and Good Service at a Fair Price."

•-不遺余力的為顧客著想"Do Whatever it Takes to Take Care of the Customer"

•-對顧客無微不至的關心Pay extraordinary attention to detail

•-以硬件環境為榮Take pride in their physical surroundings (Marriot)

圣丹特：圣丹特客戶方針，我們酒店的效益來自我們客人的滿意體制，這也是作為一個旅館行業中最大的、最重要的體系。先進的數據、資料將會衡量出產品和服務的質量。同時也直接關系到客人對酒店的滿意程度和是否會再次光臨。

Cendant Guest tracking our hotels benefits from our Guest Satisfaction Tracking System, the largest such system in the lodging industry. This advanced database will measure and track key product and service attributes directly related to guest satisfaction and guest retention at your hotel.(CENDANT)

香格里拉：我們要把贏得客人忠實感作為事業發展的主要驅動力，體現在

─始終如一地為客人提供優質服務。

─在每一次同客人接觸時，令客人喜出望外。

─行政管理人員與客人保持直接接觸。

We will make customer loyalty a key driver of our business through

- consistency in delivery of service

- delighting our customers in every customer contact

- executives having a customer contact role.

我們的使命宣言：為客人提供物有所值的特色服務 和創新產品，令客人喜出望外。

Our Mission ：Delighting customers by providing quality and value through distinctive service and innovative products (Shangri-La)

雷迪森：雷迪森的目標是100% 的顧客滿意率，如果你對某項服務不滿意，請讓我們知道，我們將對其進行糾正否則你可以不付款。

Our goal at Radisson is 100% guest satisfaction, if you aren’t satisfied with something, please let us know and we’ll make it right or you won’t pay.(Radisson)

海天：海天經營理念：為顧客創造價值Create value for guests;海天服務理念：海天之間一個家Hai Tian is a home away from home