“Meet the new GM!”
Chateau de Bangkok Town Hall Event
Thursday June 26, 3:00 – 4:30pm
La Rose Function Room, Level 3
Attendance Guide
All CDBKK staff on duty – attendance compulsory
President’s Office staff – welcome to join if available
Khun Gib, Khun Khan – welcome to join if available
Any staff on “off day”, “annual leave” etc. - exempt
La Rose Function Room Set-Up
Simple afternoon tea (coffee, tea, iced water, juice, biscuits etc.)
2 x Cordless Mic
Stage
Chairs
3:00 – 3:20pm Arrival of CDBKK staff, simple afternoon tea available
3:20pm Welcome to all by Khun Rungthip
3:25- 3:35pm “Ice Breaker” (game) by Khun Rungthip with all staff
3:35pm Introductions:
- New GM Khun Richard by Khun Rungthip
- President’s Office staff by Khun Rungthip
- HOD’s by Khun Rungthip, with short self-introduction by each HOD
3:50pm Speech by Khun Richard, translation by Khun Rungthip*
3:55pm Opening of “Meet the new GM!” question box
3:55 – 4:20pm Q&A by Khun Richard with Khun Rungthip translating random questions
4:20 – 4:30pm Chat, mix & mingle with Khun Richard
4:30pm End of Town Hall Event
*Khun Richard’s Speech << Khun Rungthip to translate as speech is given >>
Good afternoon, welcome and thank you!
On behalf of my family and I, we wish to thank you for your warm welcome to Chateau de Bangkok. We appreciate the help and kindness that you have shown us since we arrived in Bangkok two weeks ago.
We are very grateful to Khun Lalivan who has welcomed us so warmly to Chateau de Bangkok.
I also wish to thank you for your work, service and loyalty to Chateau de Bangkok.
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Between us we have many years of experience. Let’s find out just how much.
Everyone please stand up.
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Now, if you have been working at Chateau de Bangkok for 2 weeks or less, please sit down. << Khun Richard sits down, everyone laughs!!! >>
If you have been working at Chateau de Bangkok for at least one month but less than one year, thank you and welcome aboard. Just you few staff, please sit down. Everyone else please keep standing.
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One to three years at Chateau de Bangkok, thank you for your service. You can please sit down.
Three to five years, thank you, that’s impressive service. You can please sit down.
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Now, take a look around.
All the people standing have been working at Chateau de Bangkok for five years or more. That’s very impressive!
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Now it’s time to acknowledge some of our longest serving staff.
If you have been at Chateau de Bangkok for between five years and ten years, it’s your turn to please sit down. For those who just sat down, thank you for your many years of great work.
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The people who are still standing have been working at Chateau de Bangkok for more than ten years.
Congratulations! We appreciate you and say thank you for your impressive service! << Applause >>
Okay, thank you everyone, please sit back down.
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As your new General Manager, I’m looking forward to working with every one of you. I’m here to bring back the business and I’m going to need your help to make Chateau de Bangkok THE place for people to meet and stay.
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But, what exactly is our business?
Our business is to about creating “great guest experiences”.
And there are two ideas that make this possible.
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“Hospitality” and “Service”
They are two very distinct and interrelated ideas.
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“Hospitality” is like the strategy or plan.
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“Service” is like the tactics or ‘how to get there’.
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You know about “hospitality”. It’s a part of Thai culture. Your lovely smiles, your traditional greeting (“wei”) and your warm welcomes. That’s “hospitality”.
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“Service” means being of use or being helpful.
But “Great service” is being personal and having attention to details.
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So here is the equation:
“Hospitality” + “Service” = The Guest Experience
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Think about these examples:
Imagine a guest arriving at a hotel where the check in is poor because the Front Desk staff is distracted. But when they get to their room, their room is beautifully clean.
In this example, the “hospitality” is missing, but the “service” is perfect.
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Or, imagine a guest going to a restaurant and receiving a wonderfully warm welcome, but their food order takes forever to arrive and when it does the food is cold!
In this example, the “hospitality” is perfect, but the “service” is missing.
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In both of these examples, the guest experience is poor because the equation is not complete. The guest experiences only one part – either “Hospitality” or “Service”.
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To bring the business back to Chateau de Bangkok we need to work together to ensure we not only provide our guests with famous Thai “Hospitality”, but we need to combine it together with great “Service”.
As your new GM, I am excited about the future of Chateau de Bangkok and I am delighted to be working together with you to achieve our goals of creating great guest experiences!
Thank you.
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