喜来登酒店培训ppt课件

1、to NEW ASSOCIATEORIENTATION欢迎参与 新员工入职培训WELCOME.ORIENTATION OBJECTIVES入 职 培 训 目 标Introduce you to your new family引见新成员，新家庭Become familiar with Starwood and Sheraton了解喜达屋和喜来登Begin to build the culture that will become our winning formula建立良好的酒店文化以协助我们胜利Have knowledge to answer guest questions具有足够的知识来回

2、答客人提出的问题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培训目的、日程Welcome Speech by General Manager 总经理致欢迎词The Brand 品牌Starwood Cares Program 喜达屋关爱宾客效力方案STAR Service Standards ISTAR效力规范 1Hotel Information & Tour酒店信

3、息引见及观赏酒店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效力规范 2Starwood Preferred Guest 喜达屋顾客优先方案STAR Service Standards III STAR效力规范 3 Team Work 团队精神Grooming 个人清洁卫生Controlling Expenses 控制破费Everyone as a Salesperson 每个人都是销售人员Quality Custo

4、mer Service 高质量的对客效力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效力规范 4Career Development 事业上升Fire safety 防火First-aid 急救常识Safety & Security 平安防备Test & Team Activity 测试及团队活动Wrap up 终了语.HSK.Starwood Family 喜达屋大家庭.Objectives目的Describ

5、e the history of Starwood描画喜达屋的历史List the family of brands列出喜达屋旗下的一切品牌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 喜达屋集团收买了第一批酒店1998 Events 事件 Merged with Westin Hotels & Resorts合并了寰

6、鼎酒店和度假村Acquired Sheraton 并购了喜来登公司Launches W Hotels兴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遍及全球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 Starwood Family of Brands TodayVIDEO 录像.Six Brands of Starwoo

7、d 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 A

8、mericaWhite 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亚太地域分布.STARWOOD ASIA PACIFIC 喜达屋亚太地域Divided into 3 Regions分布在3个地域North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大

9、中国 ，日本，韩国 ， 北太平洋岛屿 Central- South East Asia & Bangladesh 中 部 - 东南亚地域和孟加拉国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亚太地域NorthCentralSouthMiguel Ko 高启坤Qian Jin 钱进.STARWOOD HOTELS IN CHINA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 Wu

10、xi 无锡Nanjing 南京Shanghai 上海Suzhou 苏州Sanya 三亚HongKong 香港Dongguan 东莞Xian 西安 *Jiuzhaiguo 九寨沟 Macau 澳门 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.Ownership 酒店业主Hotel Plaza Ltd.文雅酒店集团新加坡.Events of Sheraton Suzhou苏州

11、吴宫喜来登的重要事件Total investment: app. US$ 100 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

12、Security & Safety 保安部 Hotel Departments 酒店的主要部门.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部分Describe the unique characteristics of the Hotel brand描画酒店品牌的独特性 Describe the three links of the Service-Profit Chain and their impact描画效力利润关系链中三个环节.

13、Renowned Hotel Brands驰誉世界的品牌.Definition of a Brand品牌的定义A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一种具有衔接性的产品或效力,由此可获得较高的定价和忠实度.Opportunities for Consistency坚持一致性的时机Cleanliness清洁Speed and efficiency of check-in and check-out入店登记/离店手续的快捷Fr

14、iendly, knowledgeable, and responsive associates友善、富有知识和反响矫捷的员工.Defining the Sheraton Brand品牌定义的范例-喜来登 Operational Excellence 优良运营 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) 喜达屋优先顾客方案Caring Service 关爱效力.What is Operational Excellence 什么是喜来登

15、的优良运营? Operational Excellence优良运营 Efficient service 有效的效力 Consistent quality 一向的质量 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：10万美圆以上.The Service-Profit Chain效力-利润关系链Associate Satisfaction同事称心Guest Satisfaction客人称心Revenue Growth收入增长

16、.Starwood Cares喜达屋关爱Spirit of Service Excellence优质效力精神.Starwood Cares喜达屋关爱我们效力文化的“中心 The “Core of our Service Culture树干Tree Trunk其它一切一切的根底The basis for everything else.Starwood Cares - Goals喜达屋关爱-目的提供工具和培训以确保对客人继续一向和关爱的效力。 Provide tools & training to deliver warm, consistent and caring service to ou

17、r guests. .Starwood Cares - Goals喜达屋关爱-目的不断提高客人称心程度Continuously Improve Guest Satisfaction .Starwood Cares - Goals喜达屋关爱-目的不断提高同事称心程度Continuously Improve Associate Satisfaction .Key Focus 焦点Outstanding Care for our Business 关爱酒店运营Outstanding Care for our Guests 关爱宾客 Outstanding Care for our Associate

18、s 关爱同事.Starwood Cares Measurables喜达屋关爱- 衡量目的Guest Satisfaction Index GSI 顾客称心程度指数NFO Questionnaires 调查询卷Disinterested 3rd Party Accuracy 中立的第三方-准确性Associate Satisfaction Index ASI 同事称心程度指数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-工程“STAR Service 明星效力“S Smile and Greet 浅笑和欢迎“T Talk and Li