喜來登酒店新員工入職培訓課件(44頁).ppt
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2022-07-04
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1、to NEW ASSOCIATEORIENTATION歡迎參加 新員工入職培訓ORIENTATION OBJECTIVES入 職 培 訓 目 標8Introduce you to your new family介紹新成員,新家庭8Become familiar with Starwood and Sheraton了解喜達屋和喜來登8Begin to build the culture that will become our winning formula建立良好的酒店文化以幫助我們成功8Have knowledge to answer guest questions具有足夠的知識來回答客人提2、出的問題8Know the standards & procedures for Sheraton Suzhou了解本酒店的規章制度ORIENTATION PROGRAMME入 職 培 訓 內 容DAY ONE 第一天Orientation objectives, schedule培訓目標、日程Welcome Speech by General Manager 總經理致歡迎詞The Brand 品牌Starwood Cares Program 喜達屋關愛賓客服務計劃STAR Service Standards ISTAR服務標準 (1)Hotel Information & Tour酒店信息介3、紹及參觀酒店HR Benefits 人事福利ORIENTATION PROGRAMME入 職 培 訓 內 容DAY TWO 第二天Teamwork Activity 團隊活動STAR Service Standards II STAR服務標準 (2)Starwood Preferred Guest 喜達屋顧客優先計劃STAR Service Standards III STAR服務標準 (3 )Team Work 團隊精神Grooming 個人清潔衛生Controlling Expenses 控制花費Everyone as a Salesperson 每個人都是銷售人員Quality Cust4、omer Service 高質量的對客服務Conservation 節約能源ORIENTATION PROGRAMME入 職 培 訓 內 容DAY Three 第三天Teamwork Activity 團隊活動STAR Service Standards IV STAR服務標準 (4)Career Development 事業上升Fire safety 防火First-aid 急救常識Safety & Security 安全防范Test & Team Activity 測試及團隊活動Wrap up 結束語HSKStarwood Family 喜達屋大家庭Objectives目標uDescrib5、e the history of Starwood描述喜達屋的歷史uList the family of brands列出喜達屋旗下的所有品牌uKnow about Starwood Asia Pacific了解喜達屋亞太分部Starwood LodgingHistory of Starwood喜達屋的歷史l1991 Began as Starwood Capital 喜達屋成立 l1993 Starwood Lodging bought first hotels 喜達屋集團收購了第一批酒店l1998 Events 事件 Merged with Westin Hotels & Resorts合6、并了寰鼎酒店和度假村Acquired Sheraton 并購了喜來登公司Launches W Hotels創辦了最新的飯店品牌 W 飯店Properties我們的產業lOver 750 Properties - 750 brand Hotels全球共有750多家物業-750家品牌酒店lSpread over 87 countries遍布全球87個國家lOver 400 properties under Sheraton brand有400多家產業為喜來登飯店喜達屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 錄像Six Brands of Star7、wood Family 喜達屋旗下之六大品牌Sheraton Hotels & Resorts喜來登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family 喜達屋旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精選飯店Six Brands of Starwood Family 喜達屋旗下之六大品牌Four Points Hotels福朋飯店W HotelsW 飯店Worldwide Structure全球架構Division 分布 Location 位置 North A8、mericaWhite Plains, NY北美 紐約州白原市 Latin AmericaBuenos Aires, Argentina拉丁美洲 布宜諾斯艾利斯 EuropeBrussels, Belgium歐洲 布魯塞爾,比利時Asia/PacificSingapore亞太區 新 加 坡. ASIA PACIFIC DIVISION亞太地區分布STARWOOD ASIA PACIFIC 喜達屋亞太地區lDivided into 3 Regions分布在3個地區North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大中9、國 ,日本,韓國 , 北太平洋島嶼 Central- South East Asia & Bangladesh 中 部 - 東南亞地區和孟加拉國South- Australia, New Zealand & South Pacific Islands南 部 - 澳大利亞,新西蘭和南太平洋島嶼ASIA-PACIFIC亞太地區NorthNorthCentralCentralSouthSouthMiguel Ko 高啟坤Qian Jin 錢進STARWOOD HOTELS IN CHINA中國的喜達屋酒店Great Wall 北京長城飯店 Chengdu 成都Guilin 桂林 Shenyang 沈10、陽Tianjin 天津 Wuxi 無錫Nanjing 南京Shanghai 上海Suzhou 蘇州Sanya 三亞HongKong 香港Dongguan 東莞Xian 西安 *Jiuzhaiguo Jiuzhaiguo 九寨溝九寨溝 Macau 澳門 Beijing 北京 Taipei 臺北 Shanghai 上海Shanghai 上海* New Hotels 即將開幕之酒店SHERATON 喜來登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯Sheraton Suzhou Hotel & Towers蘇州吳宮喜來登大酒店Ownership 酒店業主eHotel Plaza Ltd.文雅11、酒店集團(新加坡)Events of Sheraton Suzhou蘇州吳宮喜來登的重要事件eTotal investment: app. US$ 100 百million 投資總額: 約1億美金e Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式開業e Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式評定為五星級酒店Front Office 前臺House Keeping 管家部Engineering 工程部Food & Beverage 餐飲部Sales & Marketing12、 市場銷售部Finance 財務部Human Recourses 人力資源部Security & Safety 保安部 Hotel Departments 酒店的主要部門Brand Overview我們的品牌Objectives目的List the important elements in the definition of a brand列出品牌定義的幾個重要組成部分Describe the unique characteristics of the Hotel brand描述酒店品牌的獨特性 Describe the three links of the Service-Profit C13、hain and their impact描述服務利潤關系鏈中三個環節Renowned Hotel Brands馳譽世界的品牌Definition of a Brand品牌的定義A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一種具有連貫性的產品或服務,由此可取得較高的定價和忠誠度Opportunities for Consistency保持一致性的機會Cleanliness清潔Speed and efficiency of che14、ck-in and check-out入店登記/離店手續的快捷Friendly, knowledgeable, and responsive associates友善、富有知識和反應敏捷的員工Defining the Sheraton Brand品牌定義的范例-喜來登 Operational Excellence 優異經營 Warm & Caring Brand 熱誠和關愛的品牌 Largest & most recognized brand 最大和最受認可的品牌 SPG (Starwood Preferred Guest) 喜達屋優先顧客計劃Caring Service 關愛服務.What 15、is Operational Excellence 什么是喜來登的優異經營? Operational Excellence優異經營- Efficient service 有效的服務- Consistent quality 一貫的品質- Good value 物有所值The Hotel Guest Example - Sheraton 酒店的賓客 - 喜來登1. Male 男性2. 4545歲3. Married 已婚4. Over $100,000收入:10萬美元以上.The Service-Profit Chain服務-利潤關系鏈Associate Associate Satisfactio16、nSatisfaction同事滿意Guest SatisfactionGuest Satisfaction客人滿意Revenue GrowthRevenue Growth收入增長Starwood Cares喜達屋關愛Spirit of Service Excellence優質服務精神Starwood Cares喜達屋關愛我們服務文化的“核心” The “Core” of our Service Culture樹干Tree Trunk其它所有一切的基礎The basis for everything else Starwood Cares - Goals喜達屋關愛-目標提供工具和培訓以確保對客人17、持續一貫和關愛的服務。 Provide tools & training to deliver warm, consistent and caring service to our guests. Starwood Cares - Goals喜達屋關愛-目標不斷提高客人滿意程度Continuously Improve Guest Satisfaction Starwood Cares - Goals喜達屋關愛-目標不斷提高同事滿意程度Continuously Improve Associate Satisfaction Key Focus 焦點Outstanding Care for our 18、Business 關愛酒店經營Outstanding Care for our Guests 關愛賓客 Outstanding Care for our Associates 關愛同事Starwood Cares Measurables喜達屋關愛- 衡量指標lGuest Satisfaction Index GSI 顧客滿意程度指數NFO Questionnaires 調查問卷Disinterested 3rd Party Accuracy 中立的第三方-精確性lAssociate Satisfaction Index ASI 同事滿意程度指數Quarterly: In-House 每季度-酒19、店內部Annual: Disinterested 3rd Party 每年-第三方Starwood Cares Program喜達屋關愛-項目l“STAR” Service 明星服務“S” Smile and Greet 微笑和歡迎“T” Talk and Listen 交談和傾聽“A” Answer Questions and Anticipate Needs 回答問題和預計需求“R” Resolve Problems 解決問題Starwood Cares喜達屋關愛lWOW Recovery “哇” 補救系統“W” Whats the problem 是什么問題“O” Own the problem 承擔/肩負問題“W” Wow the customer 讓客人 “哇”Starwood Cares喜達屋關愛lOur Distinguished Service Culture我們獨樹一幟的服務文化VIDEO 錄象Lunch 午餐