酒店新员工入职培训手册(_)

1、to NEW ASSOCIATEORIENTATION欢送参加 新员工入职培训WELCOMEORIENTATION OBJECTIVES入 职 培 训 目 标Introduce you to your new family介绍新成员，新家庭Become familiar with Starwood and Sheraton了解酒店Begin 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Have knowledge to answer guest questions具有足够的知识来答复客人提出的

2、问题Know the standards & procedures for Sheraton Suzhou了解本酒店的规章制度ORIENTATION PROGRAMME入 职 培 训 内 容DAY ONE 第一天Orientation objectives, schedule培训目标、日程Welcome Speech by General Manager 总经理致欢送词The Brand 品牌Starwood Cares Program 酒店关爱宾客效劳方案STAR Service Standards ISTAR效劳标准 1Hotel Information & Tour酒店信息介绍及参观酒店

3、HR Benefits 人事福利ORIENTATION PROGRAMME入 职 培 训 内 容DAY TWO 第二天Teamwork Activity 团队活动STAR Service Standards II STAR效劳标准 2Starwood Preferred Guest 酒店顾客优先方案STAR Service Standards III STAR效劳标准 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 Servic

4、e 高质量的对客效劳Conservation 节约能源ORIENTATION PROGRAMME入 职 培 训 内 容DAY Three 第三天Teamwork Activity 团队活动STAR Service Standards IV STAR效劳标准 4Career Development 事业上升Fire safety 防火First-aid 急救常识Safety & Security 平安防范Test & Team Activity 测试及团队活动Wrap up 结束语HSKStarwood Family 酒店大家庭Objectives目标Describe the history o

5、f Starwood描述酒店的历史List the family of brands列出酒店旗下的所有品牌Know about Starwood Asia Pacific了解酒店亚太分部Starwood LodgingHistory of Starwood酒店的历史1991 Began as Starwood Capital 酒店成立 1993 Starwood Lodging bought first hotels 酒店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 Sherato

6、n 并购了酒店公司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多家产业为酒店饭店酒店大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 录像Six Brands of Starwood Family 酒店旗下之六大品牌Sheraton Ho

7、tels & Resorts酒店酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family 酒店旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精选饭店Six Brands of Starwood Family 酒店旗下之六大品牌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 Lati

8、n 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STARWOOD ASIA PACIFIC 酒店亚太地区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

9、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NorthCentralSouthMiguel Ko 高启坤Qian Jin 钱进STARWOOD HOTELS IN CHINA中国的酒店酒店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

10、亚HongKong 香港Dongguan 东莞Xian 西安 *Jiuzhaiguo 九寨沟 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 酒店WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯Sheraton Suzhou Hotel & Towers苏州吴宫酒店大酒店Ownership 酒店业主Hotel Plaza Ltd.文雅酒店集团新加坡Events of Sheraton Suzhou苏州吴宫酒店的重要事件Total investment: app. US$ 100

11、 百million 投资总额: 约1亿美金 Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式开业 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Front Office 前台House Keeping 管家部Engineering 工程部Food & Beverage 餐饮部Sales & Marketing 市场销售部Finance 财务部Human Recourses 人力资源部Security & Safety 保安部 Hotel Departments 酒

12、店的主要部门Brand Overview我们的品牌Objectives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局部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描述效劳利润关系链中三个环节Renowned Hotel Brands驰誉世界的品牌Definition of a

13、Brand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效劳,由此可取得较高的定价和忠诚度Opportunities for Consistency保持一致性的时机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 associat

14、es友善、富有知识和反响敏捷的员工Defining the Sheraton Brand品牌定义的范例-酒店 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) 酒店优先顾客方案Caring Service 关爱效劳.What is Operational Excellence 什么是酒店的优异经营? Operational Excellence优异经营 Efficient servic

15、e 有效的效劳 Consistent quality 一贯的品质 Good value 物有所值The Hotel Guest Example - Sheraton 酒店的宾客 - 酒店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效劳-利润关系链Associate Satisfaction同事满意Guest Satisfaction客人满意Revenue Growth收入增长Starwood Cares酒店关爱Spirit of Service Excellence优质效劳精神

16、Starwood Cares酒店关爱我们效劳文化的“核心 The “Core of our Service Culture树干Tree Trunk其它所有一切的根底The basis for everything elseStarwood Cares - Goals酒店关爱-目标提供工具和培训以确保对客人持续一贯和关爱的效劳。 Provide tools & training to deliver warm, consistent and caring service to our guests. Starwood Cares - Goals酒店关爱-目标不断提高客人满意程度Continuou

17、sly Improve Guest Satisfaction Starwood Cares - Goals酒店关爱-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酒店关爱- 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酒店关爱-工程“STAR Service 明星效劳“S Smile and Greet 微笑和欢送“T Talk and Listen 交