-【培訓(xùn)教材】某酒店新人入職培訓(xùn)教材課件

1、to NEW ASSOCIATEORIENTATION歡迎參加 新員工入職培訓(xùn)WELCOMEORIENTATION OBJECTIVES入 職 培 訓(xùn) 目 標(biāo)Introduce you to your new family介紹新成員，新家庭Become familiar with Starwood and Sheraton了解ABC和ABD來(lái)登Begin 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Have knowledge to answer guest questions具有足夠的知識(shí)來(lái)

2、回答客人提出的問(wèn)題Know the standards & procedures for Sheraton Suzhou了解本酒店的規(guī)章制度ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY ONE 第一天Orientation objectives, schedule培訓(xùn)目標(biāo)、日程Welcome Speech by General Manager 總經(jīng)理致歡迎詞The Brand 品牌Starwood Cares Program ABC關(guān)愛(ài)賓客服務(wù)計(jì)劃STAR Service Standards ISTAR服務(wù)標(biāo)準(zhǔn) （1）Hotel Information & Tour酒

3、店信息介紹及參觀酒店HR Benefits 人事福利ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY TWO 第二天Teamwork Activity 團(tuán)隊(duì)活動(dòng)STAR Service Standards II STAR服務(wù)標(biāo)準(zhǔn) （2）Starwood Preferred Guest ABC顧客優(yōu)先計(jì)劃STAR Service Standards III STAR服務(wù)標(biāo)準(zhǔn) （3 ）Team Work 團(tuán)隊(duì)精神Grooming 個(gè)人清潔衛(wèi)生Controlling Expenses 控制花費(fèi)Everyone as a Salesperson 每個(gè)人都是銷(xiāo)售人員Quality

4、Customer Service 高質(zhì)量的對(duì)客服務(wù)Conservation 節(jié)約能源ORIENTATION PROGRAMME入 職 培 訓(xùn) 內(nèi) 容DAY Three 第三天Teamwork Activity 團(tuán)隊(duì)活動(dòng)STAR Service Standards IV STAR服務(wù)標(biāo)準(zhǔn) （4）Career Development 事業(yè)上升Fire safety 防火First-aid 急救常識(shí)Safety & Security 安全防范Test & Team Activity 測(cè)試及團(tuán)隊(duì)活動(dòng)Wrap up 結(jié)束語(yǔ)Objectives目標(biāo)Describe the history of Starw

5、ood描述ABC的歷史List the family of brands列出ABC旗下的所有品牌Know about Starwood Asia Pacific了解ABC亞太分部Starwood LodgingHistory of StarwoodABC的歷史1991 Began as Starwood Capital ABC成立 1993 Starwood Lodging bought first hotels ABC集團(tuán)收購(gòu)了第一批酒店2019 Events 事件 Merged with Westin Hotels & Resorts合并了寰鼎酒店和度假村Acquired Sheraton

6、 并購(gòu)了ABD來(lái)登公司Launches W Hotels創(chuàng)辦了最新的飯店品牌 W 飯店P(guān)roperties我們的產(chǎn)業(yè)Over 750 Properties - 750 brand Hotels全球共有750多家物業(yè)-750家品牌酒店Spread over 87 countries遍布全球87個(gè)國(guó)家Over 400 properties under Sheraton brand有400多家產(chǎn)業(yè)為ABD來(lái)登飯店ABC大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 錄像Six Brands of Starwood Family ABC旗下之六大品牌Sher

7、aton Hotels & ResortsABD來(lái)登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family ABC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 ABC旗下之六大品牌Four Points Hotels福朋飯店W HotelsW 飯店Worldwide Structure全球架構(gòu)Division 分布 Location 位置 North AmericaWhite Plains, NY北美

8、 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(shí)Asia/PacificSingapore亞太區(qū) 新 加 坡. ASIA PACIFIC DIVISION亞太地區(qū)分布STARWOOD ASIA PACIFIC ABC亞太地區(qū)Divided into 3 Regions分布在3個(gè)地區(qū)North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大中國(guó) ，日本，韓國(guó) ， 北太平洋島嶼 Central

9、- South East Asia & Bangladesh 中 部 - 東南亞地區(qū)和孟加拉國(guó)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(qū)NorthCentralSouthMiguel Ko 高啟坤Qian Jin 錢(qián)進(jìn)STARWOOD HOTELS IN CHINA中國(guó)的ABC酒店Great Wall 北京長(zhǎng)城飯店 Chengdu 成都Guilin 桂林 Shenyang 沈陽(yáng)Tianjin 天津 Wuxi 無(wú)錫Nanjing 南京Shanghai 上海Su

10、zhou 蘇州Sanya 三亞HongKong 香港Dongguan 東莞Xian 西安 *Jiuzhaiguo 九寨溝 Macau 澳門(mén) Beijing 北京 Taipei 臺(tái)北 Shanghai 上海Shanghai 上海* New Hotels 即將開(kāi)幕之酒店SHERATON ABD來(lái)登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯Sheraton Suzhou Hotel & Towers蘇州吳宮ABD來(lái)登大酒店Ownership 酒店業(yè)主Hotel Plaza Ltd.文雅酒店集團(tuán)（新加坡）Events of Sheraton Suzhou蘇州吳宮ABD來(lái)登的重要事件Total

11、 investment: app. US$ 100 百million 投資總額: 約1億美金 Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式開(kāi)業(yè) Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式評(píng)定為五星級(jí)酒店Front Office 前臺(tái)House Keeping 管家部Engineering 工程部Food & Beverage 餐飲部Sales & Marketing 市場(chǎng)銷(xiāo)售部Finance 財(cái)務(wù)部Human Recourses 人力資源部Security & Safet

12、y 保安部 Hotel Departments 酒店的主要部門(mén)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(gè)重要組成部分Describe the unique characteristics of the Hotel brand描述酒店品牌的獨(dú)特性 Describe the three links of the Service-Profit Chain and their impact描述服務(wù)利潤(rùn)關(guān)系鏈中三個(gè)環(huán)節(jié)Renowned Hotel Bran

13、ds馳譽(yù)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(chǎn)品或服務(wù),由此可取得較高的定價(jià)和忠誠(chéng)度Opportunities for Consistency保持一致性的機(jī)會(huì)Cleanliness清潔Speed and efficiency of check-in and check-out入店登記/離店手續(xù)的快捷Friendly, knowledgeable

14、, and responsive associates友善、富有知識(shí)和反應(yīng)敏捷的員工Defining the Sheraton Brand品牌定義的范例-ABD來(lái)登 Operational Excellence 優(yōu)異經(jīng)營(yíng) Warm & Caring Brand 熱誠(chéng)和關(guān)愛(ài)的品牌 Largest & most recognized brand 最大和最受認(rèn)可的品牌 SPG (Starwood Preferred Guest) ABC優(yōu)先顧客計(jì)劃Caring Service 關(guān)愛(ài)服務(wù).What is Operational Excellence 什么是ABD來(lái)登的優(yōu)異經(jīng)營(yíng)? Operational

15、 Excellence優(yōu)異經(jīng)營(yíng) Efficient service 有效的服務(wù) Consistent quality 一貫的品質(zhì) Good value 物有所值The Hotel Guest Example - Sheraton 酒店的賓客 - ABD來(lái)登1. Male男性2. 4545歲3. Married 已婚4. Over $100,000收入：10萬(wàn)美元以上.The Service-Profit Chain服務(wù)-利潤(rùn)關(guān)系鏈Associate Satisfaction同事滿意Guest Satisfaction客人滿意Revenue Growth收入增長(zhǎng)Starwood CaresABC

16、關(guān)愛(ài)Spirit of Service Excellence優(yōu)質(zhì)服務(wù)精神Starwood CaresABC關(guān)愛(ài)我們服務(wù)文化的“核心” The “Core” of our Service Culture樹(shù)干Tree Trunk其它所有一切的基礎(chǔ)The basis for everything elseStarwood Cares - GoalsABC關(guān)愛(ài)-目標(biāo)提供工具和培訓(xùn)以確保對(duì)客人持續(xù)一貫和關(guān)愛(ài)的服務(wù)。 Provide tools & training to deliver warm, consistent and caring service to our guests. Starwood

17、 Cares - GoalsABC關(guān)愛(ài)-目標(biāo)不斷提高客人滿意程度Continuously Improve Guest Satisfaction Starwood Cares - GoalsABC關(guān)愛(ài)-目標(biāo)不斷提高同事滿意程度Continuously Improve Associate Satisfaction Key Focus 焦點(diǎn)Outstanding Care for our Business 關(guān)愛(ài)酒店經(jīng)營(yíng)Outstanding Care for our Guests 關(guān)愛(ài)賓客 Outstanding Care for our Associates 關(guān)愛(ài)同事Starwood Cares

18、MeasurablesABC關(guān)愛(ài)- 衡量指標(biāo)Guest Satisfaction Index GSI 顧客滿意程度指數(shù)NFO Questionnaires 調(diào)查問(wèn)卷Disinterested 3rd Party Accuracy 中立的第三方-精確性Associate Satisfaction Index ASI 同事滿意程度指數(shù)Quarterly: In-House 每季度-酒店內(nèi)部Annual: Disinterested 3rd Party 每年-第三方Starwood Cares ProgramABC關(guān)愛(ài)-項(xiàng)目“STAR” Service 明星服務(wù)“S” Smile and Greet 微笑和歡迎“T” Talk and List