【酒店】入职培训教程.ppt

to NEW ASSOCIATEORIENTATION欢迎参加 新员工入职培训ORIENTATION OBJECTIVES入￿职￿培￿训￿目￿标8Introduce you to your new family介绍新成员，新家庭8Become familiar with Starwood and Sheraton了解喜达屋和喜来登8Begin to build the culture that will become our winning formula建立良好的酒店文化以帮助我们成功8Have knowledge to answer guest questions具有足够的知识来回答客人提出的问题8Know the standards & procedures for Sheraton Suzhou了解本酒店的规章制度…ORIENTATION PROGRAMME入入 职职 培培 训训 内内 容容DAY ONE 第一天¯Orientation objectives, schedule培训目标、日程¯Welcome Speech by General Manager 总经理致欢迎词¯The Brand 品牌¯Starwood Cares Program 喜达屋关爱宾客服务计划¯STAR Service Standards ISTAR服务标准￿（1）¯Hotel Information & Tour酒店信息介绍及参观酒店¯HR Benefits 人事福利ORIENTATION PROGRAMME入入 职职 培培 训训 内内 容容DAY TWO 第二天¯Teamwork Activity 团队活动¯STAR Service Standards II STAR服务标准￿（2）¯Starwood Preferred Guest 喜达屋顾客优先计划¯STAR Service Standards III STAR服务标准￿（3￿）¯Team Work 团队精神¯Grooming 个人清洁卫生¯Controlling Expenses 控制花费¯Everyone as a Salesperson 每个人都是销售人员¯Quality Customer Service 高质量的对客服务¯Conservation 节约能源ORIENTATION PROGRAMME入入 职职 培培 训训 内内 容容DAY Three 第三天¯Teamwork Activity 团队活动¯STAR Service Standards IV STAR服务标准￿（4）¯Career Development 事业上升¯Fire safety 防火¯First-aid 急救常识¯Safety & Security 安全防范¯Test & Team Activity 测试及团队活动¯Wrap up 结束语…HSKStarwood Family 喜达屋大家庭Objectives目标Describe the history of Starwood描述喜达屋的历史List the family of brands列出喜达屋旗下的所有品牌Know about Starwood Asia Pacific了解喜达屋亚太分部…Starwood LodgingHistory of Starwood喜达屋的历史1991￿￿Began as Starwood Capital 喜达屋成立￿1993￿￿Starwood Lodging bought first hotels￿￿￿￿￿￿￿￿￿喜达屋集团收购了第一批酒店1998￿—￿Events 事件￿Merged with Westin Hotels & Resorts合并了寰鼎酒店和度假村Acquired Sheraton 并购了喜来登公司Launches W Hotels创办了最新的饭店品牌￿W 饭店Properties我们的产业Over 750 Properties - 750 brand Hotels全球共有750多家物业-750家品牌酒店Spread over 87 countries遍布全球87个国家Over 400 properties under Sheraton brand有400多家产业为喜来登饭店喜达屋大家庭今日的品牌喜达屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 录像录像Six Brands of Starwood Family 喜达屋旗下之六大品牌Sheraton Hotels & Resorts喜来登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family 喜达屋旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精选饭店Six Brands of Starwood Family 喜达屋旗下之六大品牌Four Points Hotels福朋饭店W HotelsW 饭店Worldwide Structure全球架构Division 分布￿Location 位置￿North￿AmericaWhite￿Plains,￿NY北美￿纽约州白原市￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿Latin￿AmericaBuenos￿Aires,￿Argentina拉丁美洲￿￿￿￿￿￿￿￿￿￿ 布宜诺斯艾利斯￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿￿EuropeBrussels,￿Belgium欧洲￿￿￿￿￿￿￿￿￿￿￿￿￿￿布鲁塞尔，比利时Asia/PacificSingapore亚太区￿￿￿￿￿￿￿￿￿￿￿￿￿￿新￿加￿坡..￿ASIA PACIFIC DIVISION亚太地区分布亚太地区分布STARWOOD ASIA PACIFIC 喜达屋亚太地区喜达屋亚太地区Divided into 3 Regions分布在3个地区¨North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大中国 ，日本，韩国 ， 北太平洋岛屿 ¨Central- South East Asia & Bangladesh 中 部 - 东南亚地区和孟加拉国¨South- Australia, New Zealand & South Pacific Islands南 部 - 澳大利亚，新西兰和南太平洋岛屿…ASIA-PACIFIC亚太地区亚太地区NorthNorthCentralCentralSouthSouthMiguel Ko 高启坤Qian Jin 钱进STARWOOD HOTELS IN CHINA中国的喜达屋酒店中国的喜达屋酒店Great Wall 北京长城饭店￿Chengdu 成都Guilin 桂林￿Shenyang 沈阳Tianjin 天津￿￿￿￿Wuxi 无锡Nanjing 南京Shanghai 上海Suzhou 苏州Sanya 三亚HongKong 香港Dongguan 东莞Xian 西安￿￿￿￿￿￿￿￿￿￿*Jiuzhaiguo Jiuzhaiguo 九九寨沟寨沟￿￿Macau 澳门￿￿￿￿￿￿￿Beijing 北京￿Taipei 台北￿￿￿￿￿￿￿Shanghai 上海Shanghai 上海* New Hotels 即将开幕之酒店SHERATON 喜来登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯Sheraton Suzhou Hotel & Towers苏州吴宫喜来登大酒店苏州吴宫喜来登大酒店Ownership 酒店业主eHotel Plaza Ltd.文雅酒店集团（新加坡）Events of Sheraton Suzhou苏州吴宫喜来登的重要事件eTotal investment: app. US$ 100 百million 投资总额: 约1亿美金e Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式开业e Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式评定为五星级酒店²Front Office 前台²House Keeping 管家部²Engineering 工程部²Food & Beverage 餐饮部²Sales & Marketing 市场销售部²Finance 财务部²Human Recourses 人力资源部²Security & Safety 保安部 Hotel Departments 酒店的主要部门Brand Overview我们的品牌我们的品牌Objectives目的目的¨List the important elements in the definition of a brand列出品牌定义的几个重要组成部分¨Describe the unique characteristics of the Hotel brand描述酒店品牌的独特性￿¨Describe the three links of the Service-Profit Chain and their impact描述服务利润关系链中三个环节Renowned Hotel Brands驰誉世界的品牌驰誉世界的品牌Definition of a Brand品牌的定义品牌的定义A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一种具有连贯性的产品或服务,由此可取得较高的定价和忠诚度Opportunities for Consistency保持一致性的机保持一致性的机会会¨Cleanliness清洁¨Speed and efficiency of check-in and check-out入店登记/离店手续的快捷¨Friendly, knowledgeable, and responsive associates友善、富有知识和反应敏捷的员工Defining the Sheraton Brand品牌定义的范例品牌定义的范例- -喜来登喜来登¨ Operational Excellence 优异经营¨ Warm & Caring Brand 热诚和关爱的品牌¨ Largest & most recognized brand 最大和最受认可的品牌¨ SPG (Starwood Preferred Guest) 喜达屋优先顾客计划¨Caring Service 关爱服务..What is Operational Excellence 什么什么是喜来登的优异经营是喜来登的优异经营?¨ Operational Excellence优异经营- Efficient service 有效的服务- Consistent quality 一贯的品质- Good value 物有所值The Hotel Guest Example - Sheraton 酒店的宾客 - 喜来登1. Male 男性2. 4545岁3. Married 已婚4. Over $100,000收入：10万美元以上..The Service-Profit Chain服务-利润关系链Associate Satisfaction同事满意同事满意Guest Satisfaction客人满意客人满意Revenue Growth收入增长收入增长Starwood Cares喜达屋关喜达屋关爱爱Spirit of Service Excellence优质服务精神Starwood Cares喜达屋关爱喜达屋关爱§我们服务文化的“核心”￿￿￿￿The “Core” of our Service Culture§树干Tree Trunk§其它所有一切的基础The basis for everything else Starwood Cares - Goals喜达屋关爱喜达屋关爱- -目标目标§提供工具和培训以确保对客人持续一贯和关爱的服务。

￿￿￿Provide tools & training to deliver warm, consistent and caring service to our guests. Starwood Cares - Goals喜达屋关爱喜达屋关爱- -目标目标§不断提高客人满意程度§Continuously Improve Guest Satisfaction Starwood Cares - Goals喜达屋关爱喜达屋关爱- -目标目标§不断提高同事满意程度§Continuously Improve Associate Satisfaction Key Focus 焦点Outstanding Care for our Business 关爱酒店经营Outstanding Care for our Guests 关爱宾客 Outstanding Care for our Associates 关爱同事Starwood Cares – Measurables喜达屋关爱喜达屋关爱- - 衡量指标衡量指标Guest Satisfaction Index – GSI 顾客满意程度指数NFO Questionnaires 调查问卷Disinterested 3rd Party – Accuracy 中立的第三方-精确性Associate Satisfaction Index – ASI 同事满意程度指数Quarterly: In-House 每季度-酒店内部Annual: Disinterested 3rd Party 每年-第三方Starwood Cares – Program喜达屋关爱喜达屋关爱- -项目项目“STAR” Service 明星服务“S” – Smile and Greet 微笑和欢迎“T” – Talk and Listen 交谈和倾听“A” – Answer Questions and Anticipate Needs 回答问题和预计需求“R” – Resolve Problems 解决问题Starwood Cares喜达屋关爱喜达屋关爱WOW Recovery “哇” 补救系统“W” What’s the problem 是什么问题“O” Own the problem 承担/肩负问题“W” Wow the customer 让客人 “哇”Starwood Cares喜达屋喜达屋关爱关爱Our Distinguished Service Culture我们独树一帜的服务文化VIDEO 录象Lunch 午餐。