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揭秘“北京服务”密码:“北辰标准”让不可能变为可能

2017-09-13 16:35:04   千龙网

千龙网北京9月13日讯(记者张博)9月的厦门,海风清新,凤凰花开,白鹭翱翔。这座有“东方夏威夷”之称的海岛,随着9月3日召开的金砖国家领导人厦门会晤,再次走进世界的视野。

北辰集团工作人员进行礼仪培训。北辰集团供图 千龙网发

会晤期间,再次走进世界视野的还有曾多次令世界称赞的“北京服务”。为了更好的完成本次会晤的服务接待工作,北辰集团与当地相关单位签订委托服务协议,并派出的旗下北辰会展集团的管理团队,指导两座场馆、千余名服务保障人员,以高水平、高标准、高品质圆满完成了会议接待和多种服务保障任务,又一次在世界面前彰显了北京国企形象、中国大国风范。这也是北辰会展继完美接待APEC、G20、一带一路等国际和国家领导人会议后,又一次让“北京服务”金字品牌完美绽放!

不可能完成的任务一:联合部队服务能否万无一失?

北辰集团工作人员进行会场布置。北辰集团供图 千龙网发

从2017年3月底首批团队入场开始,在这座鹭江之畔的场馆内外,身穿红色T恤的北辰人就成为了最耀眼的一道风景线。他们既是导演又是主演,用锲而不舍、细致认真的务实态度,匠心独具的专业服务水平,树立了中国服务的典范,也为金砖会晤增光添彩。

在聚光灯下,一个个现场服务人员动作标准、笑容温婉。可是你可知道此次参与接待的802名服务人员里,有场馆自有人员,也有当地支援人员,更有450名是来自11个学校的校招学生。“压力真的很大。”吕毅红坦言,“对我们而言他们每一个人都是中国服务的代言,我们要为大家的服务负责”。

为了尽快使这支“联合部队”满足会晤服务阶段的需求,北辰指导团队基本上是从“零”开始培训她们的服务技能和服务意识。按照G20峰会与“一带一路”的服务标准,进行礼仪形体、基础摆台、餐饮和会议服务共计4大类42项360个点技能培训,将每一项服务对标“北辰标准”。

“我们要求每一项工作都标准化,对标北辰标准。只有都标准化了,水平才能提升。”北辰会展团队进驻厦门后,在服务指导过程中不断优化、细化接待服务方案,从一个站姿到一个微笑,从传菜流线再到人员点位,开展了各类专项培训和实景演练。

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