国际酒店前厅礼仪培训HOTEL ORIENTATION(英文).doc

精品资料网（）25万份精华管理资料，2万多集管理视频讲座HOTEL ORIENTATION AND FRONT OFFICE ALL ALLHOTEL ORIENTATION3FRONT OFFICEALLDEPARTMENT ORIENTATION4ALL FRONT OFFICE STAFFGUEST RELATIONS SKILLS7UNIFORM SERVICESSENIOR PORTERATTEND SHERATON GUEST SATISFACTION SYSTEMTRAINING11ALLALLMAINTAINING A PROFESSIONAL APPEARANCE12GENERALFOR ALL JOB CATEGORIESTASKS WINNERHOTEL ORIENTATION SHERATON ALICE SPRINGSDEPARTMENT ORIENTATION SHERATON FIJI RESORTGUEST RELATIONS SKILLS SHERATON FIJI RESORTATTEND SHERATON GUEST SATISFACTION SYSTEM TRAINING SHERATON ALICE SPRINGSMAINTAINING A PROFESSIONAL APPEARANCE SHERATON ROYAL ORCHID STANDARDS AND PROCEDURESDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: EVERY EMPLOYEE WILL ATTEND A GENERAL HOTEL ORIENTATION WITHIN SEVEN DAYS OF COMMENCEMENT, CONDUCTED BY THE TRAINING MANAGER. PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPINGSUPERVISOR, THE DATE, TIME, AND VENUE FOR THE GENERALORIENTATION.2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND THE ORIENTATION3. THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED AT THEORIENTATION IN THE ASSISTING OF GUESTS AND IMPROVEMENT OF ATTITUDE.STANDARDS AND PROCEDURESDEPARTMENT: FRONT OFFICE JOB CATEGORY: ALLHEAD: FRONT OFFICE MANAGER G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: ALL FRONT OFFICE STAFF WILL BE FAMILIAR WITH THEFUNCTION OF THE FRONT OFFICE, AND THEIR PARTICULARROLE WITHIN IT. THEY WILL KNOW AND WORK WITHINTHE RULES AND REGULATIONS OF THE FRONT OFFICE, AND STRICTLY ABIDE BY THEM. PROCEDURE:1. Introduction on the role of the Front office department in the Sheraton Fiji Resort, covering all aspects of guest relations, services, and in particularthe standards of the above required, one by one interviews with group feedback will accompany this.2. Run down on the training schedule for each employee and what the training involves, plus the importance of each employee giving 100% when attending training session.3. The Front Office structure and strict line of command will be briefed upon with the aid of the organization chart. The importance of adhering to this line of command will be heavily stressed.4. The five principle internal Front Office Departments i.e. Reception, Reservations, P.A.B.X., Concierge and Bell Desk will each be discussed with reference to “The Importance of Inter-Department Relations.”The many tasks of the Front Office that require input from more than one Front Office area will be discussed.PROCEDURES: (continued)5. Rules and regulations will be issued in a handout Covering the Front Office operation. The importance of abiding by the rules and regulations will also be stressed.6. All staff will be given a tour of the property including Front Office and will receive a briefing on outlets, services offered etc.7. All Staff will be informed of the personnel functions of the Front Office Department i.e.:-a) Who hires employees?b) Who conducts orientation of new employees?c) Complaint procedure.d) Who conducts ongoing training?e) Department meeting procedure.f) Disciplinary action procedure.FRONT OFFICE DEPARTMENT RULES AND REGULATIONS1. The Front Office manager and all other Senior Department Heads will be addressed as Mr.or Mrs.2. All Front Office Staff will wear their correct uniform at all times and ensure it is in good condition.3. All Front Office Staff will be punctual for work without exception.4. All Staff will work the hours specified and shifts allocated on the roster without question.5. All Staff will respect and obey their Supervisors at all times and will respect and co-operate with their peers.6. All Staff will carry out their jobs to the Departmental Standards required and ensure this is done with an efficient friendly attitude.7. Front Office will co-operate with all other Hotel Departments at all times.PROCEDURES: (continued)8. All Staff will abide by the rules governing sick leave procedure and annual leave procedure.9. All Staff will thoroughly know all relevant hotel emergency and safety procedures.10. All Front Office Staff will remember the “Guest is our Business” and carry out their work accordingly.11. All Staff of the Front Office will speak English at all times whether speaking to fellow employees or not.STANDARDS AND PROCEDURESDEPARTMENT: JOB CATEGORY: FRONT OFFICE ALL FRONT OFFICE STAFFHEAD: FRONT OFFICE MANAGER G. M. APPROVAL: DATE:TASK: GUEST RELATIONS SKILLSSTANDARD: ALL FRONT OFFICE STAFF OF THE SHERATON FIJI RESORT ARE FULLY TRAINED IN THE REQUIRED RELATION SKILLS AND ABLE TO EFFECTIVELY USE THESE GUEST RELATION SKILLS IN ALL ASPECTS OF THEIR DAY TO DAY JOB TASKS. PROCEDURE:1. Front office staff are trained in the various guest relations skills required for the execution of their daily duties. Skills covered are related to the following day to day situations:-a) Answering of telephones.b) Greeting of guest.c) Complaint handling.d) General guest contact.e) Guest request and inquiry handling.f) Checking-in and checking-out guests.g) Guest farewell handling.h) Elderly and handicapped guest contact.2. Utilisation of guest relation skills in the above situations are outlined below:-a) Answering of telephonesb) A task that all staff in the hotel have to perform and a task that requires guest relation skills to be carried out properly. Always answer the telephone correctly such as , “Good morning, Sheraton Fiji Resort .How may I help you?” if the call is from outside the hotel. If the call is internal, you should say, “Good morning/afternoon/evening,PROCEDURES: (continued)Reservations Department, Fiona speaking,” depending on which area receives the call.When talking on the telephone be extremely polite at all times and keep a smile in your voice. A caller will sum you up by your tone of voice! Never shout through the telephone or raise your voice. Keep your mouth 2 inches from the mouthpiece, speak clearly and last but not least, thank caller for calling and wish them a pleasant day.Greeting of guestsGuest relation skills are extremely important for the execution of these duties. Remember always to greet any guest you come into contact with. If the guest has just arrived at the hotel, welcome them warmly to the Sheraton Fiji Resort. If the guest is morning/ afternoon/ evening. Use guests name whenever possible.c) Complaint handlingMany Front Office Staff will face a guest complaint at some stage. Skills to remember are; always first liaison to the complaint, and be concerned no matter light the complaint is. If the complaint is the hotels fault, apologize sincerely to the guest and rectify the problem immediately if possible. Even if the complaint is not the hotels fault, apologise to the guest and explain that it is not the fault of the hotel and then try to rectify the complaint immediately. For serious complaints, notify a Senior Manager.d) General Guest contactThe majority of Front Office Staff will be in contact with hotel guests regularly. Always greet the guest first using their name whenever possible. Never ignore a guest and never pass a guest without acknowledging them.PROCEDURES: (CONTINUED)e) Guest request and inquiry handlingMany guests will stop the first hotel staff member they see if they have a requests or inquiry. Other guests will direct their requests, etc. to the appropriate department. No matter which situations eventuate, always be interested, listen to the guests request or inquiry and of possible, accommodate that request. Should you be unable to help, explain the situation to the guest and then politely escort them to a member of the staff who can help. Always be courteous and helpful.f) Checking-in and checking-out guestsFor all guests checking-in as stated in b), Doorman and porters must welcome them sincerely to the Sheraton Fiji, and escort them to the Front Desk, allowing them to walk in front. On arrival at the Reception, introduce the Receptionist to the guest. Receptionist will greet the guest with a big smile and will say “it is a pleasure to have you stay with us Mr. and Mrs. Jones.” During check-in, maintain eye contact at all times. Do not look down at the computer while speaking to the guest. There is no need!For guest check-out, maintain eye contact, and do not appear uninterested. Say farewell to the guest warmly and wish them a safe trip. Request them to return to the Sheraton Fiji.g) Guest farewell handlingIt is extremely important that all staff, when in contact with guests departing the hotel, wish them a warm farewell and a safe trip home. Front Office cashier, Porters and Doorman must efficiently and courteously assist the guest with their check-out, and ask them to return to the hotel on their next holiday. Show guests that you care PROCEDURE: (continued)h) Elderly and handicapped guest contactWhen dealing with elderly and handicapped guests, take extra care. Assist them whenever required and check on them on a regular basis.STANDARDS AND PROCEDURESDEPARTMENT: JOB CATEGORY: UNIFORM SERVICES SENIOR PORTER HEAD: G. M. APPROVAL: DATE:TASK: ATTEND SHERATON GUEST SATISFACTION SYSTEM TRAININGSTANDARD: EVERY NEW EMPLOYEE WILL ATTEND THE FOUR SHERATON GUEST SATISFACTION SYSTEM WITHIN TWO MONTHS OF COMMENCEMENT OF EMPLOYENT. PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPING SUPERVISOR, THE DATE, TIME AND VENUE FOR EACH S.G.S.S. STANDARD. 2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND, COMPLETE THE FOUR STANDARDS.3. THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED THROUGH ATTENDANCE TO IMPROVE ATTITUDES, AND IN CO-OPERATION WITH WENIOR PORTER THE OTHER HOTEL EMPLOYEES, CREATE A BETTER GUEST EXPERIENCE.STANDARDS AND PROCEDURESDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROVAL: DATE:TASK: MAINTAINING A PROFESSIONAL APPEARANCESTANDARD: ALL GUEST SEE WELL-GROOMED STAFF WITH A VERY SMART APPEARANCE, SMILING FACES, AND RECEPTIVE MANNER AT ALL TIMES.PROCEDURE:A. Cleanliness of the Body1. Take a bath frequently.2. Apply deodorant.3. Avoid using too much perfume or talcum.B. Posture4. Always hold the body erect, with straight head and shoulders. Do not run or lean on pillars, chairs, tables, walls or service stations. Stand at assigned station in an attentive and receptive manner.C. Skin5. Keep it clean and clear, wash often, drink plenty of water and obtain enough sleep and exercise. If it is too dry, apply skin cream.D. Hands and Nails6. Wash hands after leaving the toilet and washroom. Keep fingernails short and clean. Do not water bright or dazzling nail polish.PROCEDURES: (continued)E. Hair7. Keep hair neat, glossy, healthy-looking, and free from dandruff, choose a hairstyle that suits the face, and shampoo hair every other day. Female staffs are not encouraged to keep more than shoulder-length hair, as long hair tends to appear messy and unhygienic. Those having long hair must have it tied up neatly. Do not apply ribbons of various bright colours.F. Teeth8. Brush teeth as often as possible, and rinse the mouth constantly. If wearing dentures, remember to have them on when on duty.G. Ears9. Avoid wearing colorful and fanciful plastic earrings since they will not suit the hotel uniforms.H. Feet10. Keep your feet clean and toe nails trimmed. Foot powder is recommended if the feet smell.I. Shoes11. Wear only correct-sized shoes and there should be enough room for the feet to move. Female should avoid wearing very high-heeled shoes. Black-colored and well-polished shoes are required for all service personnel.J. Stockings/Socks12. Wear only black socks (Male) and skin-colored stocki