喜來登酒店培訓(xùn)ppt課件

1、to NEW ASSOCIATEORIENTATION歡迎參與 新員工入職培訓(xùn)WELCOME.ORIENTATION OBJECTIVES入 職 培 訓(xùn) 目 標(biāo)Introduce you to your new family引見新成員，新家庭Become familiar with Starwood and Sheraton了解喜達(dá)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協(xié)助我們勝利Have knowledge to answer guest questions具有足夠的知識來回

2、答客人提出的問題Know the standards & procedures for Sheraton Suzhou了解本酒店的規(guī)章制度.ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY ONE 第一天Orientation objectives, schedule培訓(xùn)目的、日程Welcome Speech by General Manager 總經(jīng)理致歡迎詞The Brand 品牌Starwood Cares Program 喜達(dá)屋關(guān)愛賓客效力方案STAR Service Standards ISTAR效力規(guī)范 1Hotel Information & Tour酒店信

3、息引見及觀賞酒店HR Benefits 人事福利.ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY TWO 第二天Teamwork Activity 團(tuán)隊活動STAR Service Standards II STAR效力規(guī)范 2Starwood Preferred Guest 喜達(dá)屋顧客優(yōu)先方案STAR Service Standards III STAR效力規(guī)范 3 Team Work 團(tuán)隊精神Grooming 個人清潔衛(wèi)生Controlling Expenses 控制破費(fèi)Everyone as a Salesperson 每個人都是銷售人員Quality Custo

4、mer Service 高質(zhì)量的對客效力Conservation 節(jié)約能源.ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY Three 第三天Teamwork Activity 團(tuán)隊活動STAR Service Standards IV STAR效力規(guī)范 4Career Development 事業(yè)上升Fire safety 防火First-aid 急救常識Safety & Security 平安防備Test & Team Activity 測試及團(tuán)隊活動Wrap up 終了語.HSK.Starwood Family 喜達(dá)屋大家庭.Objectives目的Describ

5、e the history of Starwood描畫喜達(dá)屋的歷史List the family of brands列出喜達(dá)屋旗下的一切品牌Know about Starwood Asia Pacific了解喜達(dá)屋亞太分部.Starwood Lodging.History of Starwood喜達(dá)屋的歷史1991 Began as Starwood Capital 喜達(dá)屋成立 1993 Starwood Lodging bought first hotels 喜達(dá)屋集團(tuán)收買了第一批酒店1998 Events 事件 Merged with Westin Hotels & Resorts合并了寰

6、鼎酒店和度假村Acquired Sheraton 并購了喜來登公司Launches W Hotels興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遍及全球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(dá)屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 錄像.Six Brands of Starwoo

7、d Family 喜達(dá)屋旗下之六大品牌Sheraton Hotels & Resorts喜來登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村.Six Brands of Starwood Family 喜達(dá)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(dá)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 A

8、mericaWhite Plains, NY北美 紐約州白原市 Latin AmericaBuenos 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亞太地域分布.STARWOOD ASIA PACIFIC 喜達(dá)屋亞太地域Divided into 3 Regions分布在3個地域North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大

9、中國 ，日本，韓國 ， 北太平洋島嶼 Central- South East Asia & Bangladesh 中 部 - 東南亞地域和孟加拉國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亞太地域NorthCentralSouthMiguel Ko 高啟坤Qian Jin 錢進(jìn).STARWOOD HOTELS IN CHINA中國的喜達(dá)屋酒店Great Wall 北京長城飯店 Chengdu 成都Guilin 桂林 Shenyang 沈陽Tianjin 天津 Wu

10、xi 無錫Nanjing 南京Shanghai 上海Suzhou 蘇州Sanya 三亞HongKong 香港Dongguan 東莞Xian 西安 *Jiuzhaiguo 九寨溝 Macau 澳門 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(tuán)新加坡.Events of Sheraton Suzhou蘇州

11、吳宮喜來登的重要事件Total investment: app. US$ 100 百million 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(wù)部Human Recourses 人力資源部

12、Security & Safety 保安部 Hotel Departments 酒店的主要部門.Brand 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部分Describe the unique characteristics of the Hotel brand描畫酒店品牌的獨(dú)特性 Describe the three links of the Service-Profit Chain and their impact描畫效力利潤關(guān)系鏈中三個環(huán)節(jié).

13、Renowned Hotel Brands馳譽(yù)世界的品牌.Definition of a Brand品牌的定義A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一種具有銜接性的產(chǎn)品或效力,由此可獲得較高的定價和忠實(shí)度.Opportunities for Consistency堅持一致性的時機(jī)Cleanliness清潔Speed and efficiency of check-in and check-out入店登記/離店手續(xù)的快捷Fr

14、iendly, knowledgeable, and responsive associates友善、富有知識和反響矯捷的員工.Defining the Sheraton Brand品牌定義的范例-喜來登 Operational Excellence 優(yōu)良運(yùn)營 Warm & Caring Brand 熱誠和關(guān)愛的品牌 Largest & most recognized brand 最大和最受認(rèn)可的品牌 SPG (Starwood Preferred Guest) 喜達(dá)屋優(yōu)先顧客方案Caring Service 關(guān)愛效力.What is Operational Excellence 什么是喜來登

15、的優(yōu)良運(yùn)營? Operational Excellence優(yōu)良運(yùn)營 Efficient service 有效的效力 Consistent quality 一向的質(zhì)量 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：10萬美圓以上.The Service-Profit Chain效力-利潤關(guān)系鏈Associate Satisfaction同事稱心Guest Satisfaction客人稱心Revenue Growth收入增長

16、.Starwood Cares喜達(dá)屋關(guān)愛Spirit of Service Excellence優(yōu)質(zhì)效力精神.Starwood Cares喜達(dá)屋關(guān)愛我們效力文化的“中心 The “Core of our Service Culture樹干Tree Trunk其它一切一切的根底The basis for everything else.Starwood Cares - Goals喜達(dá)屋關(guān)愛-目的提供工具和培訓(xùn)以確保對客人繼續(xù)一向和關(guān)愛的效力。 Provide tools & training to deliver warm, consistent and caring service to ou

17、r guests. .Starwood Cares - Goals喜達(dá)屋關(guān)愛-目的不斷提高客人稱心程度Continuously Improve Guest Satisfaction .Starwood Cares - Goals喜達(dá)屋關(guān)愛-目的不斷提高同事稱心程度Continuously Improve Associate Satisfaction .Key Focus 焦點(diǎn)Outstanding Care for our Business 關(guān)愛酒店運(yùn)營Outstanding Care for our Guests 關(guān)愛賓客 Outstanding Care for our Associate

18、s 關(guān)愛同事.Starwood Cares Measurables喜達(dá)屋關(guān)愛- 衡量目的Guest Satisfaction Index GSI 顧客稱心程度指數(shù)NFO Questionnaires 調(diào)查詢卷Disinterested 3rd Party Accuracy 中立的第三方-準(zhǔn)確性Associate Satisfaction Index ASI 同事稱心程度指數(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(dá)屋關(guān)愛-工程“STAR Service 明星效力“S Smile and Greet 淺笑和歡迎“T Talk and Li