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1¡¢Òª¸Ä±ä£¬¾ÍÒªÏȸıä×Ô¼º¡£For things to change, I must change first.

2¡¢´ÓÎÒ×öÆð¡£If it is To Be, it is Up to Me.

3¡¢Äã¾Í´ú±í¾Æµê£¬ÒòΪÄãÊÇ°ïÖú¿ÍÈËÂú×ãÆäÐèÇóµÄÈË¡£YOU are the hotel ¡­¡­because YOU are the person who is going to help fill his or her needs.

4¡¢Ã¿Ò»´Î½Ó´¥¿ÍÈ˶¼ÊǽñÌìµÄµÚÒ»´Î¡£Every call is the first call of the day.

5¡¢Èç¹ûÄã²»ÊÇΪ¿ÍÈË·þÎñ£¬ÄÇôÄãÊÇÔÚΪ¿ÍÈË·þÎñµÄÈË·þÎñ¡£If you are not serving the customer, your job is to serve somebody who is.

6¡¢³É¹¦Ö®µÀ£º×ÜÊÇ×öµÃ±ÈÆÚÍûµÄ¶àÒ»µãµã¡£Simple rule for success, Walk the Extra Mile. (Always do what is required PLUS a bit more.)

7¡¢¿ÍÈ˶ÔÓë´í²¢²»ÖØÒª£¬ÖØÒªµÄÊÇËûÃǵĸоõ¡£It doesn¡®t matter whether the customer is right or wrong. It matters how they feel.

8¡¢¿ÍÈËÒ²Ðí²¢²»×ÜÊÇÕýÈ·µÄ£¬µ«ÊÇËûÃÇÓ¦¸ÃµÃµ½ÕýÈ·µÄ¶Ô´ý¡£The customer may not always be right, but they should be treated right.

9¡¢Ð¡Ê»áÓ°Ïì¿ÍÈ˵ĸÐÊÜ¡£It's the little things that matters.

10¡¢Ð¡ÊÂÒ²ÒªÁ¦ÇóÍêÃÀ¡£Do ordinary things extraordinary well.

11¡¢ÔÚÓ¢ÎÄÖÐÉúÆøÓëΣÏÕ½ö²îÒ»¸ö×Öĸ¡£Anger is one letter away from Danger.

12¡¢¿ÍÈËÊÇͨ¹ýÎÒÃÇ˵ʲô¡¢Ôõô˵¡¢×öʲôÀ´ÅжÏÎÒÃǵÄ¡£Our customers judge us by, What we say, How we say, What we do.

13¡¢Òª´Ó´íÎóÖÐÎüÈ¡½Ìѵ£¬²»ÒªÖظ´´íÎó¡£Learn from your mistakes, but never repeat them.

14¡¢ÒªÏóºãÎÂÆ÷£¬²»ÒªÏóζȼÆ¡£Be a thermostat not a thermometer.

15¡¢ºÃµÄ¸ÐÊÜÀ´×ÔÓںõÄ̬¶È¡£A happy experence begins with ATTITUDE.

16¡¢ËùÌṩµÄ·þÎñÒª±ÈËù³ÐŵµÄºÃ¡£Under promise but over deliver.

17¡¢×öÄãËùÉó¤µÄ²¢ÇÒÿÌ춼Ҫ×öµÃ¸üºÃЩ¡£Do what you do well, and do it better every day.

18¡¢Ã¿ÌìÎÒ»á±äºÃÒ²»á±ä»µ£¬ÕâÍêÈ«È¡¾öÓÚÎÒ×Ô¼º¡£Each day I either get better or worse. The choice is mine.

19¡¢¾¯¸æ£º¿ÍÈ˼«Ò×Ïûʧ¡£Warning, Customers are perishiable.

20¡¢¿Á¿ÌµÄ¿ÍÈ˱ÈûÓпÍÈËÇ¿¡£No customer can be worse than hard customer.

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