香格里拉酒店(英语)PPT课件.ppt

1 Thefirstshangri lahotelwasbuiltinSingaporein1971 Fromthenon Shangri lahotelhasbeendevelopingintoaninternationalhotelinHongKongwhereisconsideredtobetheheadquartersofthehotel Nowadays shangri lahotelhasbeenthebiggesthotelinAsiaanditisregardedasoneofthebesthotelmanagementgroupsoftheworld Inthemeantime thehotelalsogetsagoodandsamereputationfromthepublic 从1971年新加坡第一间香格里拉酒店开始 香格里拉酒店便不断向国际迈进 以香港为大本营 今日香格里拉已是亚洲区最大的豪华酒店集团 且被视为世界最佳的酒店管理集团之一 在无数公众和业内的投选中 均获得一致的美誉 2 Theshangri lamanagementthought shangri lahospitality came Shangri laprospectgoal tobecometheguest colleagues shareholdersandbusinesspartnerofchoice Theshangri lamissionstatement toheartfelthospitality createunforgettablegoodexperiences alwayscustomersatisfaction香格里拉的经营思想 香格里拉热情好客 亲如一家 香格里拉的前景目标 成为客人 同事 股东和经营伙伴的首选 香格里拉的使命宣言 以发自内心的待客之道 创造难以忘怀的美好经历 时刻令客人喜出望外 3 Now Letuscomenearit 4 Guangzhoushangri lahotel Introduction organizationchartoffullservicehotle TheMainfunctionsofeachdepartment Frootoffice Housekeeping FoodandBeverage 5 Guangzhoushangri lahotel adjoiningguangzhouinternationalconventionandexhibitioncenter Thehotelhas704kmdeluxeroomsandsuites anothersetofexquisitedesigntwenty sixserviceapartments areamorethan42squaremeters bothfromtheroomsofallthepearlrivercanbetabledbeautifulsceneryandquietandtastefullylaidoutandthegreenTingYuan 广州香格里拉大酒店 毗邻广州国际会展中心 酒店拥有704间豪华客房及套房 另设26间设计精巧的服务式公寓 面积均超过42平方米 从客房可尽览珠江的秀丽风光及幽雅的翠绿庭苑 6 Shangri laalwayspaidattentiontothehardwareestablishmentofluxuriousandcomfortable plusAsianhospitalityway becomethehumanizationforAsianfamoushotelbrands 香格里拉一向注重硬件设施的豪华舒适 加上亚洲人的殷勤好客之道 成为适合亚洲人文化的知名酒店品牌 7 GM Administration Engineering F B Security Accounting RoomDivision HR Purchasin FO Housekeep Kitchen Restaura Marketing Sale linen Room Ballroom Recreation Trainina 8 Frontoffice generallylocatedonalayerofthelobby reservation check inregistrationforvisitors suchasconsultingandluggageaccessandporedoverarangeofservices Youencounteranyproblemsinthejourneycanbeaskfrontdeskservicepersonnel Inaddition thehotelfrontdeskcanalsoprovideyouwithmorningcall ordering andotherserviceagents 一般位于酒店一层大堂 为游客办理订房 入住登记 咨询以及行李存取放送等一系列服务 您在旅程中遇到的任何问题都可以向前台服务人员进行询问 此外 酒店前台还可以为您提供叫早 订车以及其他代办服务 9 Organizational 10 1 isresponsibleforallthearrivingguest 2 thecontactandcoordinatethehoteltothecustomerservicework inatimelymannertoguestroomreservation theactualtotheguestroom reportandthespecialrequirementsoftheguestsofguestservicessuchasinformationtootherrelateddepartments 3 providebooking inquiry checkin concierge luggagestorageandtransport businesscenter theairportandotherkindsoffrontofficeservices 4 isresponsibleforacceptandhandleguestcomplaints主要职能 1 负责接待所有抵店客人 2 联络和协调饭店对客服工作 及时将客房预订 实际到客情况 房间报告及客人的特殊要求等对客服务信息传递给其他有关部门 3 提供预订 问询 开房 礼宾 行李寄存及运送 商务中心 机场接送等各类前厅服务 4 负责接受并处理客人投诉 Mainfunctions 11 Housekeeping yourjourneycomfortandhousekeepingservicesareinseparable Inyoustayinyourroomwasclean completeproducts facilitiesingoodcondition etc Inaddition youinhotwater ice laundry ironingandotherrequirementsaretobedoneforyoubythisdepartment 您旅程的舒适度与客房部提供的服务密不可分 主要表现在您入住房间的整洁卫生 用品齐全 设施完好等方面 此外 您对热水 冰块 洗衣 熨衣等方面的要求也由这一部门来为您完成 12 RoomsDivisionManager Publicareasupervisor LaundrySupervisor Floorsupervisor Greenhouseadministrator LaundrySupervisor Publicareacaptain Thefloorattendant LaundryAttendant LaundryAttendant linen floorcaptain Organizational 13 1 providesguestswithahighstandardofroomservice 2 isinchargeofguestroomsandpublicareacleanandhealth 3 isresponsibleforallofthefabrics guestlaundrywashingguestroomsandrestaurantaswellastheentirestorestaffuniforms 4 toberesponsibleforthemanagementoftheguestroomequipment supplies reducetheoperatingcost 主要职能 1 为客人提供高标准的客房服务 2 负责做好客房及公共区域清洁卫生 3 负责洗涤客房和餐厅的所有织品 客人衣物以及全店员工的制服 4 负责客房设备 用品管理 降低营业成本 Mainfunctions 14 FoodandBeverage Statusandroleinthehotel sfoodandbeveragedepartmentFoodisanimportantpartofthehotelservicesandfacilitiesThehotelrestaurantisoneoftheimportantsourcesofeconomicincomeHotelscateringtoregionaleconomiesalsohaveanimportantroleThehotelrestaurantisshapingtheimageandreputationofanimportanteconomicandculturalexchangestopromoteregionalbusinessunits餐饮部在饭店的地位与作用餐饮是酒店服务设施的重要组成部分餐饮是酒店经济收入的重要来源之一酒店餐饮对地区经济也有重要作用餐饮是塑造酒店形象和声誉 促进地区经济文化交流的重要业务部门 15 Directoroffood Beverage ChineseRestaurantSupervisor DishSupervisor ChineseRestaurantCaptain Receptionist Thememberthatsenddish StewardingManager WesternrestaurantManager RestaurantExecutiveChef banquetmanager Restaurant banquetSupervisor banquetCaptain Waiter Waiter StewardingSupervisor Dishwasher WesternRestaurantSupervisor WesternRestaurantCaptain Waiter cooker 16 1