国际酒店前厅礼仪培训hotelorientation英文

1、HOTEL ORIENTATION AND FRONT OFFICEALLALLHOTEL ORIENTATIONFRONT OFFICEALLDEPARTMENT ORIENTATIONALL FRONT OFFICE STAFFGUEST RELATIONS SKILLSUNIFORM SERVICESSENIOR PORTERATTEND SHERATON GUEST SATISFACTION SYSTEMTRAINING11ALLALLMAINTAINING A PROFESSIONAL APPEARANCE12TASKSHOTEL ORIENTATIONDEPARTMENT ORIE

2、NTATIONGENERALFOR ALL JOB CATEGORIESDINNERSHERATON ALICE SPRINGSSHERATON FIJI RESORTGUEST RELATIONS SKILLSSHERATON FIJI RESORTATTEND SHERATON GUESTSHERATON ALICE SPRINGSSATISFACTION SYSTEM TRAININGMAINTAINING A PROFESSIONALAPPEARANCESHERATON ROYAL ORCHIDSTANDARDS AND PROCEDURESDEPARTMENT: ALLJOB CAT

3、EGORY: ALLHEAD:G. M. APPROVAL:DATE:TASK: HOTEL ORIENTATIONSTANDARD: EVERY EMPLOYEE WILL ATTEND A GENERAL HOTEL ORIENTATION WITHINSETEN DAYS OF COMMENCEMENT. CONDUCTED BY THE TRAINING MANAGERPROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN. FROM THE HOUSEKEEPINGSUPERTSOR THE DATE, TIME. AND VENUE FOR THE

4、 GENERAL ORIENTATION.3.THE NEW EMPLOYEETHE NEW EMPLOYEEORIENTATION IN THEWILL COMPULSORILY ATTENDWILL USE THE KNOWLEDGEASSISTING OF GUESTS ANDTHE ORIENTATIONGAINED AT THEINIPROXTNIENT OFATTITUDESTANDARDSAND PROCEDURESDEPARTMENT: FRONT OFHCEJOB CATEGORY: ALLHEAD: FRONT OFFICE MANAGERG. M APPROVAL:DAT

5、E:TASK: HOTEL ORIENTATIONSTANDARD: ALL FRONT OFFICE STAFF WILL BE FAMILIAR WITH THE FUNCTION OF THE FRONT OFFICE, AND THEIR PARTICULAR ROLE WITHIN IT. THEY WILL KNOW AND WORK WITHIN THE RULES AND REGULATIONS OF THE FRONT OFHCE. AND STRICTLY ABIDE BY THEM.PROCEDURE:1. Introduction on the role of the

6、Front office department in the Sheraton Fiji Resort, covering all aspects of guest relations, services, and in particular the 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 in

7、volves, plus the importance of each employee giving 100% when attending training sessioii3. The Front Office structure and strict line of command w订 1 be briefed upon with the aid of the organization chart. The importance of adhering to this line of command will be heavily stressed 4. The five princ

8、iple 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 lilt er Depaitmeiit Relations ”The many tasks of the Front Office that require input from more than one Front Office area will be discuss

9、edPROCEDURES: (continued)5. Rules and regulations will be issued in a handoutCovering 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 w订 1 receive a briefing on outle

10、ts, services offered etc.All Staff will be informed of the personnel functions of the Front Office Department i.ea) Who hires employees?b) Who conducts orientation of new employees?c) Complaint procedure.d) Who conducts ongoing training?e) Department meeting procedure.f) Disciplinary action procedur

11、e.FRONT OFFICE DEPARTMENT RULES AND REGULATIONS1. The Front Office manager and all other Senior DepartmentHeads will be addressed as Mr. or Mrs2. 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

12、 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 Supervisors at all times and w订 1 respect and co-operate with their peers.6. All Staff will carry out their jobs to the Departmental Standards re

13、quired and ensure this is done with an efficient friendly attitude 7. Front Office will cooperate 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 r

14、elevant hotel emergency and safety procedures.10. A11 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 times whether speaking to fellow employees or notSTANDARDS AND PROCEDURESDEPARTMENT:JOB C

15、ATEGORY:FRONT OFFICEALL FRONT OFFICE STAFFHEAD: FRONT OFFICE MANAGER G. M. APPROVAL:DATE:TASK: GUEST RELATIONS SKILLSSTANDARD: ALL FRONT OFHCE STAFF OF THE SHERATON FIJI RESORT ARE FULLY TRAINED IN THE REQUIRED RELATION SKILLS AND ABLE TO EFFECTIVELY USE THESE GUEST RELATION SKILLS IN ALL ASPECTS OF

16、 THEIR DAY TO DAY JOB TASKS.PROCEDURE:1. Front office staff are trained in the various guest relations skills required for the execution of their daily duties Skills covered are related to the following day to day situations:-a) Answering of telephones.b) Greeting of guest.c) Complaint handlingd) Ge

17、neral guest contacte) Guest request and inquiry handling.f) Checking-in and checking-out guests.g) Guest farewell handlingh) Elderly and handicapped guest contact.2. Utilisation of guest relation skills in the above situations are outlined belowa) Answering of telephonesb) A task that all staff in t

18、he hotel have to perform and a task that requires guest relation skills to be carried out properly. Always answer the telephone correctly such as , “Good morning, Sheraton Fij i Resort .How may I help you?” if the call is from outside the hote 1 If the call is internal, you should say, “Good morning

19、/afternoon/evening,PROCEDURES:(continued)Reservations Department, Fiona speaking、” depending on which area receives the call.When talking on the telephone be extremely polite at all times and keep a smile in your voice. A caller will sum you up by your tone of voice! Never shout through the telephon

20、e or raise your voice. Keep your mouth 2 inches from the mouthpiece, speak clearly and last but not least, thank caller for calling and wish them a pleasant day.Greeting of guestsGuest relation skills are extremely important for the execution of these duties. Remember always to greet any guest you c

21、ome into contact with If the guest has just arrived at the hotel, we 1 come them warmly to the Sheraton Fiji Resort. If the guest is morning/ afternoon/ evening. Use guests name whenever possiblec) Complaint handlingMany Front Office Staff will face a guest complaint at some stage. Skills to remembe

22、r are; always first liaison to the complaint, and be concerned no matter light the complaint is. If the complaint is the hotels fault, apologize sincerely to the guest and rectify the problem immediately if possible. Even if the complaint is not the hotels fault, apologise to the guest and explain t

23、hat it is not the fault of the hotel and then try to rectify the complaint immediately For serious complaints, notify a Senior Managerd) General Guest contactThe majority of Front Office Staff will be in contact with hotel guests regularly. Always greet the guest first using their name whenever poss

24、ible. Never ignore a guest and never pass a guest without acknowledging themPROCEDURES： (CONTINUED)e) Guest request and inquiry handlingMany guests will stop the first hotel staff member they see if they have a requests or inquiry Other guests will direct their requests, etc. to the appropriate depa

25、rtment. No matter which situations eventuate, always be interested, listen to the guests request or inquiry and of possible, accommodate that request. Should you be unable to help, explain the situation to the guest and then politely escort them to a member of the staff who can help. Always be court

26、eous and helpful.f) Checkingin and checkiiigout guestsFor all guests checkingas stated in b), Doorman and porters must we 1 come them sincerely to the Sheraton Fiji, and escort them to the Front Desk, allowing them to walk in front. On arrival at the Reception, introduce the Receptionist to the gues

27、t. Receptionist will greet the guest with a big sm订e and will say “it is a pleasure to have you stay with us Mr and Mrs Jones” During checkmaintain eye contact at all times Do not look down at the computer while speaking to the guest. There is no need!For guest checkout, maintain eye contact, and do

28、 not appear uninterested Say farewell to the guest warmly and wish them a safe trip. Request them to return to the Sheraton Fiji.g) Guest farewell handlingIt is extremely important that all staff, when in contact with guests departing the hotel, wish them a warm farewell and a safe trip home. Front

29、Office cashier, Porters and Doorman must efficiently and courteously assist the guest with their checkout, and ask them to return to the hotel on their next holiday Show guests that you carePROCEDURE: (continued)h) Elderly and handicapped guest contactWhen dealing with elderly and handleapped guests

30、, take extra care. Assist them whenever required and check on them on a regular basis. STANDARDS AND PROCEDURESDEPARTMENT:JOB CATEGORY:UNIFORM SERVICESSENIOR PORTERHEAD:G. M. APPROVAL：DATE:TASK: ATTEND SHERATON GUEST SATISFACTION SYSTEM TRAININGSTANDARD: EVERY NEW EMPLOYEE WILL ATTEND THE FOUR SHERA

31、TON GUEST SATISFACTION SYSTEM WITHIN TWO MONTHS OF COMMENCEMENT OF EMPLOYENT.PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPINGSUPERVISOR、THE DATE, TIME AND TNUE FOR EACH S G S.S. STANDARD2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND, COMPLETE THE FOUR STANDARDS.3 THE NEW EMPLOYEE WI

32、LL USE THE KNOWLEDGE GAINED THROUGH ATTENDANCE TO IMPROT ATTITUDES, AND IN CO-OPERATION WITH WENIOR PORTER THE OTHER HOTEL EMPLOYEES, CREATE A BETTER GUEST EXPERIENCE STANDARDS AND PROCEDURESDEPARTMENT: ALLJOB CATEGORY: ALLHEAD:G. M. APPROVAL：DATE:TASK: MAINTAINING A PROFESSIONAL APPEARANCESTANDARD:

33、 ALL GUEST SEE WELL-GROOMED STAFF WITH A VERY SMART APPEARANCE, SMILING FACES, AND RECEPTIVE MANNER AT ALL TIMES.PROCEDURE:A. Cleanliness of the Body1. Take a bath frequently.2. Apply deodorant3 Avoid using too much perfume or talcum.B. Posture4. Always hold the body erect, with straight head and sh

34、oulders. Do not run or lean on pillars, chairs, tables, walls or service stations. Stand at assigned station in an attentive and receptive mannerC. Skin5. Keep it clean and clear, wash often, drink plenty of water and obtain enough sleep and exercise. If it is too dry, apply skin creamD. Hands and N

35、a订s6. Wash hands after leaving the toilet and washroom. Keep fingernails short and clean. Do not w a t e r bright or dazzling nail polishPROCEDURES： (continued)E. Hair7. Keep hair neat, glossy, healthylooking, and free from dandruff, choose a hairstyle that suits the face, and shampoo hair every oth

36、er day. Female staffs are not encouraged to keep more than shoulder -length hair, a s long hair tends to appear messy and unhygienic. Those having long balr must have it tied up neatly. Do not apply ribbons of various bright colours.Teeth8 Brush teeth as often as possible, and rinse the mouth consta

37、ntly. If wearing dentures, remember to have them on when on duty.G. Ears9 Avoid wearing colorful and fanciful plastic earrings since they will not suit the hotel uniforms.H. Feet10. Keep your feet clean and toe nails trimmed. Foot powder is recommended if the feet smell.I. Shoes11. Wear only correct-sized shoes and there should be enough room for the feet to move. Female should avoid wearing very high-heeled shoes. Black-colored and wel 1polished shoes are required for all service personne 1.J. Stockings/Socks12. Wear only black socks (Male) and ski