Matterhorn Hotels & Resorts - Nâng tầm chuẩn mực, kiến tạo đế chế thượng lưu đích thực

6 SERVICE STANDARDS

Aiming to brand ourselves as "Matterhorn - The ultimate professionalism for VIP customers", Matterhorn's professionalism is reflected in our six 5-star standards in management and operation.

Front Office (Reception, Concierge, Cashier, Call Center, Reservations)
Housekeeping (Floor supervisor, Public area, Room, Laundry, Office)
F&B (Lobby bar, Restaurant, Room Service, Banquet, Executive Lounge, Kitchen)
Service (Fitness, Spa & Beauty)
Management (Marketing, Financial Accounting, Human Resources, Quality Control)
Logistics (Security, Technical)

5 CODES OF CONDUCT

Matterhorn focuses on training and developing our team from the “smallest” practice to building the most dedicated and professional service standards.

"XIN CHAO" Rule

Guests are always greeted with Vietnamese greeting

"YES" Rule

Guests always receive alternative suggestions instead of rejections.

“636” Rule

Take 6 steps to identify guests; 3 steps to greet customers, following customers in at least 6 steps before giving them navigation

"GIVE WAY" rule

Always invite the customer to go first or use the service first.

“2 HANDS” rule

Receiving/Delivering items with two hands, turning the item in a convenient direction for customers.

6 STEPS TO OPTIMIZE CUSTOMER EXPERIENCE

OPTIMIZE THE EXPERIENCE

Matterhorn sets new standards for all fields, specifically in creating unique values in a high-class network of services to bring every customer a colorful, perfect, and classy journey.

Our desire is reflected in the following statements:

Always transfer the mission, vision, and values of the Matterhorn brand Dedicated, professional, and passionate about bringing the perfect experience to customers

Maintain a professional image and effective communication

Always improve and learn about Vietnamese traditional cultural values

Respect and understand customer’s needs

Proactive in finding the best solutions

Reservation

Take booking information and customer requests.
Update and share internal information about the VIP guests and their interests to ensure the best customer service.
A booking confirmation will be sent to the customer within 24 hours.

Welcome

Staff on duty from 7:00am – 10:00pm at main lobbies of hotels/resorts/serviced apartments.
Always dedicated and stay focused on the work; serving customers in a quick but not rushing way.
A set of welcome drinks are prepared with traditional Vietnamese drinks and relevant stories to share with customers.

Check-in

Perform check-in and luggage transport during the assigned time.
Provide customers an introduction to the amenities of the main location and surrounding area, depending on the accommodation purpose. Introduction can be delivered after check-in or at a convenient time.
All items in the room must be arranged based on the set standards and instructions.
Prioritize the room assignment based on the customer’s interests and preferences.

Culinary

Introduce the unique cuisine/selling points of the restaurant to customers.
For à la carte restaurants, staff will serve a welcome dish that matches the culinary style of each restaurant.
The menu is carefully designed and selected, balancing international standards and Vietnamese cuisine. To provide the best services, the menu always puts the customer’s experience first.

Experience

Provide a detailed introduction of amenities and a dedicated staff to guide customers upon their needs.
The equipment is always perfectly operated and regularly maintained.
Always show focus when communicating with customers, actively memorize and note to understand customers’ requirements, and do not let customers repeat and follow up their requirements.

Check-out

Employees welcome customers queuing with a friendly smile or a hello.
Quickly coordinate to avoid the long waiting time for the customer.
Say thank you and show respect to customers, as well as show an expectation of welcome back customers.
Complete the check-out process within 5 minutes from the time customer enters the counter if there are no issues.

6 SERVICE STANDARDS

Front Office (Reception, Concierge, Cashier, Call Center, Reservations)

Housekeeping (Floor supervisor, Public area, Room, Laundry, Office)

F&B (Lobby bar, Restaurant, Room Service, Banquet, Executive Lounge, Kitchen)

Service (Fitness, Spa & Beauty)

Management (Marketing, Financial Accounting, Human Resources, Quality Control)

Logistics (Security, Technical)