喜来登酒店新员工入职培训教程课件(45张)精选

1、喜来登酒店新员工入职培训教程课件(45张)精选喜来登酒店新员工入职培训教程课件(45张)精选ORIENTATION OBJECTIVES入 职 培 训 目 标Introduce you to your new family介绍新成员，新家庭Become familiar with Starwood and Sheraton了解喜达屋和喜来登Begin to build the culture that will become our winning formula建立良好的酒店文化以帮助我们成功Have knowledge to answer guest questions具有足够的知识来回答

2、客人提出的问题Know the standards & procedures for Sheraton Suzhou了解本酒店的规章制度ORIENTATION OBJECTIVES入 职 培 训ORIENTATION PROGRAMME入 职 培 训 内 容DAY ONE 第一天Orientation objectives, schedule培训目标、日程Welcome Speech by General Manager 总经理致欢迎词The Brand 品牌Starwood Cares Program 喜达屋关爱宾客服务计划STAR Service Standards ISTAR服务标准 （

3、1）Hotel Information & Tour酒店信息介绍及参观酒店HR Benefits 人事福利ORIENTATION PROGRAMME入 职 培 训 ORIENTATION PROGRAMME入 职 培 训 内 容DAY TWO 第二天Teamwork Activity 团队活动STAR Service Standards II STAR服务标准 （2）Starwood Preferred Guest 喜达屋顾客优先计划STAR Service Standards III STAR服务标准 （3 ）Team Work 团队精神Grooming 个人清洁卫生Controlling

4、Expenses 控制花费Everyone as a Salesperson 每个人都是销售人员Quality Customer Service 高质量的对客服务Conservation 节约能源ORIENTATION PROGRAMME入 职 培 训 ORIENTATION PROGRAMME入 职 培 训 内 容DAY Three 第三天Teamwork Activity 团队活动STAR Service Standards IV STAR服务标准 （4）Career Development 事业上升Fire safety 防火First-aid 急救常识Safety & Security

5、 安全防范Test & Team Activity 测试及团队活动Wrap up 结束语ORIENTATION PROGRAMME入 职 培 训 HSKHSKStarwood Family 喜达屋大家庭Starwood Family 喜达屋大家庭Objectives目标Describe the history of Starwood描述喜达屋的历史List the family of brands列出喜达屋旗下的所有品牌Know about Starwood Asia Pacific了解喜达屋亚太分部Objectives目标Describe the histStarwood LodgingSt

6、arwood LodgingHistory of Starwood喜达屋的历史1991 Began as Starwood Capital 喜达屋成立 1993 Starwood Lodging bought first hotels 喜达屋集团收购了第一批酒店2019 Events 事件 Merged with Westin Hotels & Resorts合并了寰鼎酒店和度假村Acquired Sheraton 并购了喜来登公司Launches W Hotels创办了最新的饭店品牌 W 饭店History of Starwood喜达屋的历史1991Properties我们的产业Over 7

7、50 Properties - 750 brand Hotels全球共有750多家物业-750家品牌酒店Spread over 87 countries遍布全球87个国家Over 400 properties under Sheraton brand有400多家产业为喜来登饭店Properties我们的产业Over 750 Proper喜达屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 录像喜达屋大家庭今日的品牌 Starwood Family oSix Brands of Starwood Family 喜达屋旗下之六大品牌Sheraton Ho

8、tels & Resorts喜来登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村Six Brands of Starwood Family Six Brands of Starwood Family 喜达屋旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精选饭店Six Brands of Starwood Family Six Brands of Starwood Family 喜达屋旗下之六大品牌Four Points Hotels福朋饭店W HotelsW 饭店Six Brands of Starwood Fami

9、ly Worldwide Structure全球架构Division 分布 Location 位置 North AmericaWhite Plains, NY北美 纽约州白原市 Latin AmericaBuenos Aires, Argentina拉丁美洲 布宜诺斯艾利斯 EuropeBrussels, Belgium欧洲 布鲁塞尔，比利时Asia/PacificSingapore亚太区 新 加 坡. Worldwide Structure全球架构DivisiASIA PACIFIC DIVISION亚太地区分布ASIA PACIFIC DIVISION亚太地区分布STARWOOD ASIA

10、 PACIFIC 喜达屋亚太地区Divided into 3 Regions分布在3个地区North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大中国 ，日本，韩国 ， 北太平洋岛屿 Central- South East Asia & Bangladesh 中 部 - 东南亚地区和孟加拉国South- Australia, New Zealand & South Pacific Islands南 部 - 澳大利亚，新西兰和南太平洋岛屿STARWOOD ASIA PACIFIC 喜达屋亚太地区ASIA-PACIFIC亚

11、太地区NorthCentralSouthMiguel Ko 高启坤Qian Jin 钱进ASIA-PACIFIC亚太地区NorthCentralSSTARWOOD HOTELS IN CHINA中国的喜达屋酒店Great Wall 北京长城饭店 Chengdu 成都Guilin 桂林 Shenyang 沈阳Tianjin 天津 Wuxi 无锡Nanjing 南京Shanghai 上海Suzhou 苏州Sanya 三亚HongKong 香港Dongguan 东莞Xian 西安 *Jiuzhaiguo 九寨沟 Macau 澳门 Beijing 北京 Taipei 台北 Shanghai 上海Sha

12、nghai 上海* New Hotels 即将开幕之酒店SHERATON 喜来登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯STARWOOD HOTELS IN CHINA中国的喜达Sheraton Suzhou Hotel & Towers苏州吴宫喜来登大酒店Sheraton Suzhou Hotel & TowersOwnership 酒店业主Hotel Plaza Ltd.文雅酒店集团（新加坡）Ownership 酒店业主Hotel Plaza LEvents of Sheraton Suzhou苏州吴宫喜来登的重要事件Total investment: app. US$ 100

13、 百million 投资总额: 约1亿美金 Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式开业 Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式评定为五星级酒店Events of Sheraton Suzhou苏州吴宫Front Office 前台House Keeping 管家部Engineering 工程部Food & Beverage 餐饮部Sales & Marketing 市场销售部Finance 财务部Human Recourses 人力资源部Security & S

14、afety 保安部 Hotel Departments 酒店的主要部门Front Office 前台 Hotel DepartmBrand Overview我们的品牌Brand Overview我们的品牌Objectives目的List the important elements in the definition of a brand列出品牌定义的几个重要组成部分Describe the unique characteristics of the Hotel brand描述酒店品牌的独特性 Describe the three links of the Service-Profit Cha

15、in and their impact描述服务利润关系链中三个环节Objectives目的List the importantRenowned Hotel Brands驰誉世界的品牌Renowned Hotel BrandsDefinition of a Brand品牌的定义A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一种具有连贯性的产品或服务,由此可取得较高的定价和忠诚度Definition of a Brand品牌的定义A

16、Opportunities for Consistency保持一致性的机会Cleanliness清洁Speed and efficiency of check-in and check-out入店登记/离店手续的快捷Friendly, knowledgeable, and responsive associates友善、富有知识和反应敏捷的员工Opportunities for ConsistencyDefining the Sheraton Brand品牌定义的范例-喜来登 Operational Excellence 优异经营 Warm & Caring Brand 热诚和关爱的品牌 La

17、rgest & most recognized brand 最大和最受认可的品牌 SPG (Starwood Preferred Guest) 喜达屋优先顾客计划Caring Service 关爱服务.Defining the Sheraton Brand品牌What is Operational Excellence 什么是喜来登的优异经营? Operational Excellence优异经营 Efficient service 有效的服务 Consistent quality 一贯的品质 Good value 物有所值What is Operational ExcellencThe Ho

18、tel Guest Example - Sheraton 酒店的宾客 - 喜来登1. Male男性2. 4545岁3. Married 已婚4. Over $100,000收入：10万美元以上.The Hotel Guest Example - SheThe Service-Profit Chain服务-利润关系链Associate Satisfaction同事满意Guest Satisfaction客人满意Revenue Growth收入增长The Service-Profit ChainAssociStarwood Cares喜达屋关爱Spirit of Service Excellenc

19、e优质服务精神Starwood Cares喜达屋关爱Starwood Cares喜达屋关爱我们服务文化的“核心” The “Core” of our Service Culture树干Tree Trunk其它所有一切的基础The basis for everything elseStarwood Cares喜达屋关爱我们服务文化的“核心Starwood Cares - Goals喜达屋关爱-目标提供工具和培训以确保对客人持续一贯和关爱的服务。 Provide tools & training to deliver warm, consistent and caring service to o

20、ur guests. Starwood Cares - Goals喜达屋关爱-目Starwood Cares - Goals喜达屋关爱-目标不断提高客人满意程度Continuously Improve Guest Satisfaction Starwood Cares - Goals喜达屋关爱-目Starwood Cares - Goals喜达屋关爱-目标不断提高同事满意程度Continuously Improve Associate Satisfaction Starwood Cares - Goals喜达屋关爱-目Key Focus 焦点Outstanding Care for our Business 关爱酒店经营Outstanding Care for our Guests 关爱宾客 Outstanding Care for our Associates 关爱同事Key Focus 焦点Outstanding Care Starwood Cares Measurables喜达屋关爱- 衡量指标Guest Satisfaction Index GSI 顾客满意程度指数NFO Questionnaires 调查问卷Disinteres