资源描述
,Click to edit Master title style,Click to edit Master text styles,Second level,*,t,o,NE,W ASSOCIATE,ORIENTATION,欢迎参加,新员工入职培训,WELCOME,1,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客人提出的问题,Know the standards & procedures for Sheraton Suzhou,了解本酒店的规章制度,2,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 （1）,Hotel Information & Tour,酒店信息介绍及,参观酒店,HR Benefits,人事福利,3,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 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,4,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,安全防范,Test & Team Activity,测试及团队活动,Wrap up,结束语,5,HSK,6,Starwood Family,喜达屋大家庭,7,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,8,Starwood Lodging,9,History 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,1998 ,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,10,Properties,我们的产业,Over 750 Properties - 750 brand Hotels,全球共有750多家物业-750家品牌酒店,S,pread o,ver,8,7 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,11,喜达屋大家庭今日的品牌,Starwood Family of Brands Today,VIDEO,录像,12,Six Brands of Starwood Family,喜达屋旗下之六大品牌,Sheraton Hotels & Resorts,喜来登酒店和度假村,Westin Hotels & Resorts,寰鼎酒店和度假村,13,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,14,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,15,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,.,16,ASIA PACIFIC DIVISION,亚太地区分布,17,STARWOOD ASIA 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,Centra,l- 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,18,ASIA-PACIFIC,亚太地区,North,Central,South,Miguel Ko,高启坤,Qian Jin,钱进,19,STARWOOD 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,Shanghai,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,20,Sheraton Suzhou Hotel & Towers,苏州吴宫喜来登大酒店,21,Ownership,酒店业主,Hotel Plaza Ltd.,文雅酒店集团（新加坡）,22,Events of Sheraton Suzhou,苏州吴宫喜来登的重要事件,Total investment: app. US$ 100,百,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,23,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 & Safety,保安部,Hotel Departments,酒店的主要部门,24,Brand Overview,我们的品牌,25,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 Chain and their impact,描述服务利润关系链中三个环节,26,Renowned Hotel Brands,驰誉世界的品牌,27,Definition 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,28,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,29,Defining 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,Largest & 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,.,30,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,31,The Hotel 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,.,32,The 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,33,Starwood Cares,喜达屋关爱,Spirit of Service Excellence,优质服务精神,34,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 else,35,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 our guests.,36,Starwood Cares - Goals,喜达屋关爱-目标,不断提高客人满意程度,Continuously Improve,Guest Satisfaction,37,Starwood Cares - Goals,喜达屋关爱-目标,不断提高同事满意程度,Continuously Improve,Associate Satisfaction,38,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,39,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,Disinterested 3,rd,Party Accuracy,中立的第三方-精确性,Associate Satisfaction Index ,ASI,同事满意程度指数,Quarterly: In-House,每季度-酒店内部,Annual: Disinterested 3,rd,Party,每年-第三方,40,Starwood Cares Program,喜达屋关爱-项目,“,STAR,” Service,明星服务,“,S,” Smile and Greet,微笑和欢迎,“,T,” Talk and Listen,交谈和倾听,“,A,” Answer Questions and Anticipate Needs,回答问题和预计需求,“,R,” Resolve Problems,解决问题,41,Starwood Cares,喜达屋关爱,WOW,Recovery,“,哇” 补救系统,“,W,” Whats the problem,是什么问题,“,O,” Own the problem,承担/肩负问题,“,W,” Wow the customer,让客人 “哇”,42,Starwood Cares,喜达屋,关爱,Our Distinguished Service Culture,我们独树一帜的服务文化,VIDEO,录象,43,Lunch,午餐,44,
展开阅读全文