国际著名酒店娱乐部程序(英文)-01ACTIVITIES.1—13.doc

ACTIVITIESJOB CATEGORIES: TOUR DESK ATTENDANT AEROBIC INSTRUCTOR ASSISTANT ACTIVITIES DIRECTOR EQUIPMENTSUPERVISORBEACH ATTENDANTACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORT TASKSHOTEL ORIENTATION DEPARTMENT ORIENTATIONKNOWING THE TOURS OFFERED GUEST COMPLAINT HANDLINGGUEST RELATIONS SKILLS TO KNOW ALL EQUIPMENT AVAILABLEFAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME KNOWLEDGE OF TYPES OF AEROBICS OFFERED SAFETY PROCEDURES AND FIRST AID FAMILIARITY WITH CONTROL SYSTEMS FOR GAMES AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY AND CONTROL SYSTEM CARRYING OUT MISCELLANEOUS ACTIVITIES ISSUE AND RECLAIM OF TOWELS FROM TOWEL BUREMANNING THE BEACH BUREKNOWING THE VOUCHER AND CONTROL SYSTEMS PROMOTING GROUP PARTICIPATION AND ENCOURAGING ACTIVITIESTEACHING A SAILBOARD LESSONTEACHING A HOBIE CAT SAILING LESSON TAKING THE WATER POLO ACTIVITY GIVING THE SAILING THEORY LECTURE GIVING THE SAILBOARD THEORY LECTURECARRYING OUT THE SAILBOARD FREESTYLE DEMONSTRATIONRUNNING THE HOBIE CAT STAGGERED REGATTA RUNNING THE SHERATON/REGENT REGATTACARRYING OUT THE SAILBOARD COMPETITIONDONG THE HOBIE JOYRIDE ACTIVITY SETTING UP THE VOLLEYBALL AND KNOWING THE THEMESORGANIZATION OF MINI-TOURNAMENTSACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORT TASKS (continuing from previous page)TAKING THE MORNING JOG OR WALKCARRYING OUT THE PRE-STRETCH CLASS KNOWLEDGE OF CHILDRENS PROGRAMMESCHILDRENS MORNING JOG, WALK, SHELL HUNT OR OTHER MORNING EVENTCHILDRENS SWIMMING LESSONS AND GAMES ACTIVITYCHILDRENS QUIZ CHILDRENS MEALCHILDRENS TREASURE HUNT CHILDRENS MOVIEEXCURSION TO THE LOCAL CARVING VILLAGESCAVENGER HUNT AND CRAB RACECHILDRENS EARLY EVENING GAMES ACTIVITIES CHILDRENS PAINTING COMPETITIONLAUNCHING AND RECOVERING SAILBOARDS, HOBIES AND OTHER CRAFTS OPERATION OF CHASE BOATCHILDRENS TALENT SHOW EVENT AND PREPARATION PRODUCE AN INVENTORY AND CONTROL SYSTEM FOR SIGNING OUT EQUIPMENT MAINTAINING SECURITY OF EQUIPMENT REPAIRSSAFETY SUPERVISION AND PROCEDURESREPAIRSSAFETY SUPERVISION AND PROCEDURES TOUR DESK ORIENTATION G . R . O. TRAINING ALL ASPECTS OF THE TOUR DESK AND PROCEDURESSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROVAL: DATE: TASK: HOTEL ORIENTATIONSTANDARD:=PROCEDURE: STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROVAL: DATE: TASK: DEPARTMENT ORIENTATIONSTANDARD: ALL ACTIVITIES STAFF WILL KNOW THE FUNCTIONS AND ROLE OF THE DEPARTMENT, THE RULES, AND REGULATIONS WHICH GOVERN IT, AND THEIR OWN ROLE WITHIN IT.=PROCEDURE:1. Introduction on the role and goals of the department and the standards of service we will aim to meet.2. Explanation of the training schedule for each employee, and what the training involves, plus the importance of it schedule give out for both weeks.3. Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed.4. Explaining of the functions of the department, i.e. the product of it, the outlets, and equipment, the functions of various job categories. Job description will be given out and explained thoroughly.5. How the department relates to other departments- Particularly food and beverage, Front Desk, Sales.6. The personnel functions of the Activities Department :-a) who hires employees .b) who orients employees.c) who conducts ongoing training.d) complaint procedures and style of management.e) when and by whom meetings are held within the department.f) disciplinary action/probationary period.PROCEDURES: (continued)1. Rules and regulations of the department. Handout given and the importance of abiding them will be stressed. Appearance standards.2. All staff will be given a tour of the property with particular note being taken of Ballroom ,Malolo Lounge , ports O poll area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.3. Relationship with Fish Fiji Limited and other concessions. STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROVAL: DATE: TASK: KNOWING THE TOURS OFFEREDSTANDARD: EACH EMPLOYEE WILL HAVE A BASIC KNOWLEDGE OF ALL TOURS OFFERED BY THE TOUR DESK.=PROCEDURE:STAFF MUST KNOW:1. The role of the tour desk.2. All tours and operators handouts of all major tour operators will be give out.3. The different types of tours.4. How the tours operate from bookings, to paying, to confirmation, and to the trip.5. A verbal test will be givenSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROVAL: DATE: TASK: GUEST COMPLAINT HANDLING STANDARD: ALL STAFF WILL KNOW HOW TO HANDLE A COMPLAINT QUIETLY AND EFFECTIVELY=PROCEDURE:Should you come across a complaint lodged by a guest, complete the following procedure.1. Listen to the complaint.2. Should the guest be angry or loud, get then to a quiet place tactfully.3. Re state the problem in your own words to make sure it is understood.4. Show empathy sympathise with the guest, show you care.5. Take action This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out .6. Always report the complaint to your superior.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROVAL: DATE: TASK: GUEST RELATIONS SKILLSSTANDARD: =PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROVAL: DATE: TASK: TO KNOW ALL EQUIPMENT AVAILABLESTANDARD: =PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPRO