喜达屋酒店新员工入职培训手册

toNEWASSOCIATEORIENTATION欢迎参加新员工入职培训ORIENTATIONOBJECTIVES入职培训目标Introduceyoutoyournewfamily介绍新成员，新家庭BecomefamiliarwithStarwoodandSheraton了解喜达屋和喜来登Begintobuildtheculturethatwillbecomeourwinningformula建立良好的酒店文化以帮助我们成功Haveknowledgetoanswerguestquestions具有足够的知识来回答客人提出的问题Knowthestandards&proceduresforSheratonSuzhou了解本酒店的规章制度…ORIENTATIONPROGRAMME入职培训内容DAYONE第一天Orientationobjectives,schedule培训目标、日程WelcomeSpeechbyGeneralManager总经理致欢迎词TheBrand品牌StarwoodCaresProgram喜达屋关爱宾客服务计划STARServiceStandardsISTAR服务标准（1）HotelInformation&Tour酒店信息介绍及参观酒店HRBenefits人事福利ORIENTATIONPROGRAMME入职培训内容DAYTWO第二天TeamworkActivity团队活动STARServiceStandardsIISTAR服务标准（2）StarwoodPreferredGuest喜达屋顾客优先计划STARServiceStandardsIIISTAR服务标准（3）TeamWork团队精神Grooming个人清洁卫生ControllingExpenses控制花费EveryoneasaSalesperson每个人都是销售人员QualityCustomerService高质量的对客服务Conservation节约能源ORIENTATIONPROGRAMME入职培训内容DAYThree第三天TeamworkActivity团队活动STARServiceStandardsIVSTAR服务标准（4）CareerDevelopment事业上升Firesafety防火First-aid急救常识Safety&Security安全防范Test&TeamActivity测试及团队活动Wrapup结束语…HSKStarwoodFamily喜达屋大家庭Objectives目标DescribethehistoryofStarwood描述喜达屋的历史Listthefamilyofbrands列出喜达屋旗下的所有品牌KnowaboutStarwoodAsiaPacific了解喜达屋亚太分部…StarwoodLodgingHistoryofStarwood喜达屋的历史1991BeganasStarwoodCapital喜达屋成立1993StarwoodLodgingboughtfirsthotels喜达屋集团收购了第一批酒店1998—Events事件•MergedwithWestinHotels&Resorts合并了寰鼎酒店和度假村•AcquiredSheraton并购了喜来登公司•LaunchesWHotels创办了最新的饭店品牌W饭店Properties我们的产业Over750Properties-750brandHotels全球共有750多家物业-750家品牌酒店Spreadover87countries遍布全球87个国家Over400propertiesunderSheratonbrand有400多家产业为喜来登饭店喜达屋大家庭今日的品牌StarwoodFamilyofBrandsTodayVIDEO录像SixBrandsofStarwoodFamily喜达屋旗下之六大品牌SheratonHotels&Resorts喜来登酒店和度假村WestinHotels&Resorts寰鼎酒店和度假村SixBrandsofStarwoodFamily喜达屋旗下之六大品牌TheSt.Regis圣瑞吉斯TheLuxuryCollection至尊精选饭店SixBrandsofStarwoodFamily喜达屋旗下之六大品牌FourPointsHotels福朋饭店WHotelsW饭店WorldwideStructure全球架构Division分布Location位置NorthAmericaWhitePlains,NY北美纽约州白原市LatinAmericaBuenosAires,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..ASIAPACIFICDIVISION亚太地区分布STARWOODASIAPACIFIC喜达屋亚太地区Dividedinto3Regions分布在3个地区North-GreaterChina,Japan,Korea&NorthPacificIslands北部-大中国，日本，韩国，北太平洋岛屿Central-SouthEastAsia&Bangladesh中部-东南亚地区和孟加拉国South-Australia,NewZealand&SouthPacificIslands南部-澳大利亚，新西兰和南太平洋岛屿…ASIA-PACIFIC亚太地区NorthCentralSouthMiguelKo高启坤QianJin钱进STARWOODHOTELSINCHINA中国的喜达屋酒店GreatWall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*NewHotels即将开幕之酒店SHERATON喜来登WESTIN寰鼎THEST.REGIS圣瑞吉斯SheratonSuzhouHotel&Towers苏州吴宫喜来登大酒店Ownership酒店业主HotelPlazaLtd.文雅酒店集团（新加坡）EventsofSheratonSuzhou苏州吴宫喜来登的重要事件Totalinvestment:app.US$100百million投资总额:约1亿美金HotelGrandOpeningonSep.27,99酒店于99年9月27日正式开业Official5-starratingawardedonJul.17,002千年7月17日被正式评定为五星级酒店FrontOffice前台HouseKeeping管家部Engineering工程部Food&Beverage餐饮部Sales&Marketing市场销售部Finance财务部HumanRecourses人力资源部Security&Safety保安部HotelDepartments酒店的主要部门BrandOverview我们的品牌Objectives目的Listtheimportantelementsinthedefinitionofabrand列出品牌定义的几个重要组成部分DescribetheuniquecharacteristicsoftheHotelbrand描述酒店品牌的独特性DescribethethreelinksoftheService-ProfitChainandtheirimpact描述服务利润关系链中三个环节RenownedHotelBrands驰誉世界的品牌DefinitionofaBrand品牌的定义Abrandisaconsistentproductand/orservicethatenablesonetoachievepremiumpricingandloyalty.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OpportunitiesforConsistency保持一致性的机会Cleanliness清洁Speedandefficiencyofcheck-inandcheck-out入店登记/离店手续的快捷Friendly,knowledgeable,andresponsiveassociates友善、富有知识和反应敏捷的员工DefiningtheSheratonBrand品牌定义的范例-喜来登OperationalExcellence优异经营Warm&CaringBrand热诚和关爱的品牌Largest&mostrecognizedbrand最大和最受认可的品牌SPG(StarwoodPreferredGuest)喜达屋优先顾客计划CaringService关爱服务..WhatisOperationalExcellence什么是喜来登的优异经营?OperationalExcellence优异经营Efficientservice有效的服务Consistentquality一贯的品质Goodvalue物有所值TheHotelGuestExample-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..TheService-ProfitChain服务-利润关系链AssociateSatisfaction同事满意GuestSatisfaction客人满意RevenueGrowth收入增长StarwoodCares喜达屋关爱SpiritofServiceExcellence优质服务精神StarwoodCares喜达屋关爱我们服务文化的“核心”The“Core”ofourServiceCulture树干TreeTrunk其它所有一切的基础ThebasisforeverythingelseStarwoodCares-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。Providetools&trainingtodeliverwarm,consistentandcaringservicetoourguests.StarwoodCares-Goals喜达屋关爱-目标不断提高客人满意程度ContinuouslyImproveGuestSatisfactionStarwoodCares-Goals喜达屋关爱-目标不断提高同事满意程度ContinuouslyImproveAssociateSatisfactionKeyFocus焦点OutstandingCareforourBusiness关爱酒店经营OutstandingCareforourGuests关爱宾客OutstandingCareforourAssociates关爱同事StarwoodCares–Measurables喜达屋关爱-衡量指标GuestSatisfactionIndex–GSI顾客满意程度指数–NFOQuestionnaires调查问卷•Disinterested3rdParty–Accuracy中立的第三方-精确性AssociateSatisfactionIndex–ASI同事满意程度指数–Quarterly:In-House每季度-酒店内部–Annual:Disinterested3rdParty每年-第三方StarwoodCares–Program喜达屋关爱-项目“STAR”Service明星服务–“S”–SmileandGreet微笑和欢迎–“T”–TalkandListen交谈和倾听–“A”–AnswerQuestionsandAnticipateNeeds回答问题和预计需求–“R”–ResolveProblems解决问题Star