国际酒店前厅礼仪培训.HOTEL ORIENTATION(英文)

1、HOTEL ORIENTATION AND FRONT OFFICE ALL ALLHOTEL ORIENTATION3FRONT OFFICEALLDEPARTMENT ORIENTATION4ALL FRONT OFFICE STAFFGUEST RELATIONS SKILLS7UNIFORM SERVICESSENIOR PORTERATTEND SHERATON GUEST SATISFACTION SYSTEMTRAINING11ALLALLMAINTAINING A PROFESSIONAL APPEARANCE12GENERALFOR ALL JOB CATEGORIESTASKS WINNERHOTEL ORIENTATION SHERATON ALICE SPRINGSDEPARTMENT ORIENTATION SHERATON FIJI RESORTGUEST RELATIONS SKILLS SHERATON FIJI RESORTATTEND SHERATON GUEST SATISFACTION SYSTEM TRAINING SHERATON ALICE

2、 SPRINGSMAINTAINING A PROFESSIONAL APPEARANCE SHERATON ROYAL ORCHID STANDARDS AND PROCEDURESDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: EVERY EMPLOYEE WILL ATTEND A GENERAL HOTEL ORIENTATION WITHIN SEVEN DAYS OF COMMENCEMENT, CONDUCTED BY THE TRAINING MANAGER. PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPINGSUPERVISOR, THE DATE, TIME, AND VENUE FOR THE GENERALORIENTATION.2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND THE ORIENTATI

3、ON3. THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED AT THEORIENTATION IN THE ASSISTING OF GUESTS AND IMPROVEMENT OF ATTITUDE.STANDARDS AND PROCEDURESDEPARTMENT: FRONT OFFICE JOB CATEGORY: ALLHEAD: FRONT OFFICE MANAGER G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: ALL FRONT OFFICE STAFF WILL BE FAMILIAR WITH THEFUNCTION OF THE FRONT OFFICE, AND THEIR PARTICULARROLE WITHIN IT. THEY WILL KNOW AND WORK WITHINTHE RULES AND REGULATIONS OF THE FRONT OFFICE, AND STRICTLY ABIDE BY THEM. PROCEDURE

4、:1. Introduction on the role of the Front office department in the Sheraton Fiji Resort, covering all aspects of guest relations, services, and in particularthe standards of the above required, one by one interviews with group feedback will accompany this.2. Run down on the training schedule for each employee and what the training involves, plus the importance of each employee giving 100% when attending training session.3. The Front Office structure and strict line of command will be briefed upo

5、n with the aid of the organization chart. The importance of adhering to this line of command will be heavily stressed.4. The five principle internal Front Office Departments i.e. Reception, Reservations, P.A.B.X., Concierge and Bell Desk will each be discussed with reference to “The Importance of Inter-Department Relations.”The many tasks of the Front Office that require input from more than one Front Office area will be discussed.PROCEDURES: (continued)5. Rules and regulations will be issued in

6、 a handout Covering the Front Office operation. The importance of abiding by the rules and regulations will also be stressed.6. All staff will be given a tour of the property including Front Office and will receive a briefing on outlets, services offered etc.7. All Staff will be informed of the personnel functions of the Front Office Department i.e.:-a) Who hires employees?b) Who conducts orientation of new employees?c) Complaint procedure.d) Who conducts ongoing training?e) Department meeting p

7、rocedure.f) Disciplinary action procedure.FRONT OFFICE DEPARTMENT RULES AND REGULATIONS1. The Front Office manager and all other Senior Department Heads will be addressed as Mr.or Mrs.2. All Front Office Staff will wear their correct uniform at all times and ensure it is in good condition.3. All Front Office Staff will be punctual for work without exception.4. All Staff will work the hours specified and shifts allocated on the roster without question.5. All Staff will respect and obey their Supe

8、rvisors at all times and will respect and co-operate with their peers.6. All Staff will carry out their jobs to the Departmental Standards required and ensure this is done with an efficient friendly attitude.7. Front Office will co-operate with all other Hotel Departments at all times.PROCEDURES: (continued)8. All Staff will abide by the rules governing sick leave procedure and annual leave procedure.9. All Staff will thoroughly know all relevant hotel emergency and safety procedures.10. All Front Office Staff will remember the “Guest is our Business” and carry out their work accordingly.11. All Staff of the Front Office will speak English at all ti

《国际酒店前厅礼仪培训.HOTEL ORIENTATION(英文)》由会员hs****ma分享，可在线阅读，更多相关《国际酒店前厅礼仪培训.HOTEL ORIENTATION(英文)》请在金锄头文库上搜索。