喜達屋酒店入職專業(yè)培訓教程

1、喜達屋酒店入職專業(yè)培訓教程ORIENTATION OBJECTIVES入 職 培 訓 目 標Introduce you to your new family介紹新成員，新家庭Become familiar with Starwood and Sheraton了解喜達屋和喜來登Begin to build the culture that will become our winning formula建立良好的酒店文化以幫助我們成功Have knowledge to answer guest questions具有足夠的知識來答復客人提出的問題Know the standards & proce

2、dures for Sheraton Suzhou了解本酒店的規(guī)章制度ORIENTATION PROGRAMME入 職 培 訓 內(nèi) 容DAY ONE 第一天Orientation objectives, schedule培訓目標、日程Welcome Speech by General Manager 總經(jīng)理致歡送詞The Brand 品牌Starwood Cares Program 喜達屋關愛賓客效勞方案STAR Service Standards ISTAR效勞標準 1Hotel Information & Tour酒店信息介紹及參觀酒店HR Benefits 人事福利ORIENTATION

3、 PROGRAMME入 職 培 訓 內(nèi) 容DAY TWO 第二天Teamwork Activity 團隊活動STAR Service Standards II STAR效勞標準 2Starwood Preferred Guest 喜達屋顧客優(yōu)先方案STAR Service Standards III STAR效勞標準 3 Team Work 團隊精神Grooming 個人清潔衛(wèi)生Controlling Expenses 控制花費Everyone as a Salesperson 每個人都是銷售人員Quality Customer Service 高質(zhì)量的對客效勞Conservation 節(jié)約能

4、源ORIENTATION PROGRAMME入 職 培 訓 內(nèi) 容DAY Three 第三天Teamwork Activity 團隊活動STAR Service Standards IV STAR效勞標準 4Career Development 事業(yè)上升Fire safety 防火First-aid 急救常識Safety & Security 平安防范Test & Team Activity 測試及團隊活動Wrap up 結(jié)束語HSKStarwood Family 喜達屋大家庭Objectives目標Describe the history of Starwood描述喜達屋的歷史List th

5、e family of brands列出喜達屋旗下的所有品牌Know about Starwood Asia Pacific了解喜達屋亞太分部Starwood LodgingHistory of Starwood喜達屋的歷史1991 Began as Starwood Capital 喜達屋成立 1993 Starwood Lodging bought first hotels 喜達屋集團收購了第一批酒店1998 Events 事件 Merged with Westin Hotels & Resorts合并了寰鼎酒店和度假村Acquired Sheraton 并購了喜來登公司Launches

6、W Hotels創(chuàng)辦了最新的飯店品牌 W 飯店Properties我們的產(chǎn)業(yè)Over 750 Properties - 750 brand Hotels全球共有750多家物業(yè)-750家品牌酒店Spread over 87 countries遍布全球87個國家Over 400 properties under Sheraton brand有400多家產(chǎn)業(yè)為喜來登飯店喜達屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 錄像Six Brands of Starwood Family 喜達屋旗下之六大品牌Sheraton Hotels & Resorts喜

7、來登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family 喜達屋旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精選飯店Six Brands of Starwood Family 喜達屋旗下之六大品牌Four Points Hotels福朋飯店W HotelsW 飯店Worldwide Structure全球架構(gòu)Division 分布 Location 位置 North AmericaWhite Plains, NY北美 紐約州白原市 Latin AmericaBue

8、nos Aires, Argentina拉丁美洲 布宜諾斯艾利斯 EuropeBrussels, Belgium歐洲 布魯塞爾，比利時Asia/PacificSingapore亞太區(qū) 新 加 坡. ASIA PACIFIC DIVISION亞太地區(qū)分布STARWOOD ASIA PACIFIC 喜達屋亞太地區(qū)Divided into 3 Regions分布在3個地區(qū)North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大中國 ，日本，韓國 ， 北太平洋島嶼 Central- South East Asia & Bang

9、ladesh 中 部 - 東南亞地區(qū)和孟加拉國South- Australia, New Zealand & South Pacific Islands南 部 - 澳大利亞，新西蘭和南太平洋島嶼ASIA-PACIFIC亞太地區(qū)NorthCentralSouthMiguel Ko 高啟坤Qian Jin 錢進STARWOOD HOTELS IN CHINA中國的喜達屋酒店Great Wall 北京長城飯店 Chengdu 成都Guilin 桂林 Shenyang 沈陽Tianjin 天津 Wuxi 無錫Nanjing 南京Shanghai 上海Suzhou 蘇州Sanya 三亞HongKong

10、香港Dongguan 東莞Xian 西安 *Jiuzhaiguo 九寨溝 Macau 澳門 Beijing 北京 Taipei 臺北 Shanghai 上海Shanghai 上海* New Hotels 即將開幕之酒店SHERATON 喜來登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯Sheraton Suzhou Hotel & Towers蘇州吳宮喜來登大酒店Ownership 酒店業(yè)主Hotel Plaza Ltd.文雅酒店集團新加坡Events of Sheraton Suzhou蘇州吳宮喜來登的重要事件Total investment: app. US$ 100 百milli

11、on 投資總額: 約1億美金 Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式開業(yè) Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式評定為五星級酒店Front Office 前臺House Keeping 管家部Engineering 工程部Food & Beverage 餐飲部Sales & Marketing 市場銷售部Finance 財務部Human Recourses 人力資源部Security & Safety 保安部 Hotel Departments 酒店的主要部門B

12、rand Overview我們的品牌Objectives目的List the important elements in the definition of a brand列出品牌定義的幾個重要組成局部Describe the unique characteristics of the Hotel brand描述酒店品牌的獨特性 Describe the three links of the Service-Profit Chain and their impact描述效勞利潤關系鏈中三個環(huán)節(jié)Renowned Hotel Brands馳譽世界的品牌Definition of a Brand品牌

13、的定義A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一種具有連貫性的產(chǎn)品或效勞,由此可取得較高的定價和忠誠度Opportunities for Consistency保持一致性的時機Cleanliness清潔Speed and efficiency of check-in and check-out入店登記/離店手續(xù)的快捷Friendly, knowledgeable, and responsive associates友善、富有

14、知識和反響敏捷的員工Defining the Sheraton Brand品牌定義的范例-喜來登 Operational Excellence 優(yōu)異經(jīng)營 Warm & Caring Brand 熱誠和關愛的品牌 Largest & most recognized brand 最大和最受認可的品牌 SPG (Starwood Preferred Guest) 喜達屋優(yōu)先顧客方案Caring Service 關愛效勞.What is Operational Excellence 什么是喜來登的優(yōu)異經(jīng)營? Operational Excellence優(yōu)異經(jīng)營 Efficient service 有效

15、的效勞 Consistent quality 一貫的品質(zhì) Good value 物有所值The Hotel Guest Example - Sheraton 酒店的賓客 - 喜來登1. Male男性2. 4545歲3. Married 已婚4. Over $100,000收入：10萬美元以上.The Service-Profit Chain效勞-利潤關系鏈Associate Satisfaction同事滿意Guest Satisfaction客人滿意Revenue Growth收入增長Starwood Cares喜達屋關愛Spirit of Service Excellence優(yōu)質(zhì)效勞精神St

16、arwood Cares喜達屋關愛我們效勞文化的“核心 The “Core of our Service Culture樹干Tree Trunk其它所有一切的根底The basis for everything elseStarwood Cares - Goals喜達屋關愛-目標提供工具和培訓以確保對客人持續(xù)一貫和關愛的效勞。 Provide tools & training to deliver warm, consistent and caring service to our guests. Starwood Cares - Goals喜達屋關愛-目標不斷提高客人滿意程度Continuo

17、usly Improve Guest Satisfaction Starwood Cares - Goals喜達屋關愛-目標不斷提高同事滿意程度Continuously Improve Associate Satisfaction Key Focus 焦點Outstanding Care for our Business 關愛酒店經(jīng)營Outstanding Care for our Guests 關愛賓客 Outstanding Care for our Associates 關愛同事Starwood Cares Measurables喜達屋關愛- 衡量指標Guest Satisfaction Index GSI 顧客滿意程度指數(shù)NFO Questionnaires 調(diào)查問卷Disinterested 3rd Party Accuracy 中立的第三方-精確性Associate Satisfaction Index ASI 同事滿意程度指數(shù)Quarterly: In-House 每季度-酒店內(nèi)部Annual: Disinterested 3rd Party 每年-第三方Starwood Cares Program喜達屋關愛-工程“STAR Service 明星效勞“S Smile and Greet 微笑和歡送“T Tal