洲际大酒店集团入职培训基础手册.doc

Orientation Kit入职培训手册Compiled by Human Resources DepartmentIntercontinental Hangzhou&Holiday Inn Hangzhou CBDOctober 人力资源部 汇编10月Introduction to Orientation ProgramIntercontinental *&Holiday Inn * CBD*洲际酒店&*假日酒店入职培训计划DAY 1第一天Our Agreement我们地协议Your Image = Hotel Image您地形象= 酒店形象When you attend our training, please make sure that b5E2RGbCAP当您参与我们地培训时,请注意以下事项 Always BE PUNCTURAL按时 Show ourWONDERFUL GROOMING 得体地仪容仪表p1EanqFDPw Have the Cellular Phone OFF关闭手机 Always mind our BEHAVIOR 注意您地言行 Always BE POSITIVE & ACTIVE主动参与 Always KEEP THE TRAINING VENUE TIDY & CLEAN保持培训场所地整齐InterContinental Hotels Group洲际酒店集团介绍洲际酒店集团是最全球化地酒店集团,到3季度,集团在100多个国家和地域管理约4500家酒店,共拥有客房超出650,000间套）.DXDiTa9E3d亚洲第一大酒店集团,在20多个亚洲国家管理150家酒店,拥有客房40,000间套）,年收入21亿英镑.RTCrpUDGiTOur History洲际酒店集团发展历程1777-19881777年William BassBrewery 酿酒业Michael Thomas Bass 子承父业1876年 在英国注册地第一个商标1987年 取得部分酒店联号1989-19951988年并购假日国际品牌1989年啤酒法案1990年取得北美假日酒店生意1991年建立快捷假日品牌1994年 建立皇冠假日酒店品牌1996-19991996年取得Carlsberg-Tetley二分之一股份1997年建立Staybridge Suites品牌1998年取得洲际地137家酒店-2000年 取得南太平洋酒店企业地52家Parkroyal 和 Centra酒店取得Bristol酒店及度假村企业地112家酒店以23亿英镑卖掉巴斯酒业Bass Brewers）以6.25亿英镑卖掉988家小酒店 巴斯酒店及度假村集团Bass Hotels & Resorts）更名为六洲酒店及度假村集团Six Continents Hotels & Resorts）Parkroyal 更名为“皇冠假日”Crowne Plaza）, 而Centra更名为“假日”Holiday Inn）5PCzVD7HxA取得英国Posthouse 联号收购香港洲际酒店 六洲酒店及度假村集团将酒店和软饮业分离2003年 六洲酒店及度假村更名为洲际酒店集团 引进Hotel Indigo品牌Our Brand洲际酒店集团旗下地关键品牌洲际酒店集团酒店关键分布在：美洲区Americas）欧洲/中东/非洲地域EMEA ）亚太区Asia Pacific）：北亚区、南亚区、东南亚区、澳洲及太平洋区洲际酒店集团总部在：英国伦敦集团总部首席实施官：Andrew Cosslett先生洲际酒店集团亚太区总部在：新加坡亚太区首席实施官：Patrick Imbardelli先生洲际酒店集团北亚区洲际酒店集团是北亚区各国际连锁酒店管理企业中地领先者.于1975年率先在香港经营了金域假日酒店,并一直在北亚区地国际酒店管理企业中保持领先地地位,现在是该区域规模最大地一家酒店管理企业.jLBHrnAILg北亚区实施总裁：Edmond Ip先生洲际酒店集团中国区洲际酒店集团中国区总部在上海,总部指导集团在中中国地地发展和各家新酒店地开业,并在选拔当地人才方面起到关键作用.xHAQX74J0X中国区营运副总裁：Bruce McKenzie先生Our Mission洲际酒店集团地使命To create the worlds leading places to meet, relax & dream.LDAYtRyKfE营造一个世界顶级地供人相聚,令人放松,众人向往地地方.Our Vision洲际酒店集团地愿景Transform the business to be the most preferred,admired and successful Hotel Company the world over.Zzz6ZB2Ltk成为世界上在酒店业内最令人认可和称赞、最成功地酒店管理集团.Our Strategy洲际酒店集团地发展战略Continue to develop our people继续致力于人才发展Develop high-quality, strongly differentiated brandsdvzfvkwMI1发展高质量地特色鲜明地品牌 Release capital to drive growth加大投资力度,促进收入增加 Increase our network of hotels worldwide扩大集团全球酒店网络 Leverage our global systems, processes, and size to deliver revenue and profitsrqyn14ZNXI平衡全球系统、进程及规模,促进收入和利润增加The Way We Work我们地工作方法5 Core Values五个关键价值观Integrity诚信Our customers know we consistently do what we say.我们地用户知道我们一直是言行一致地.Trust信任We have faith in each other as a starting point in our working relationships.EmxvxOtOco我们相互地信任是我们建立工作关系地基础和起点.Respect尊重We treat everyone with dignity, whoever they are.我们尊重每一个人,不管她们是谁.One Team一体We are one business, and we all work as a team to lead and win.SixE2yXPq5我们从事同一个事业,我们象一个队伍一样前进并赢得胜利.Service服务We do what it takes to deliver great service.我们竭尽所能提供优质服务.Owning Company杭州市钱江新城建设指挥部杭州国际会议中心企业法人：陈金友先生、王光荣先生杭州洲际酒店&钱江新城假日酒店业主代表： 陈晓女士杭州洲际酒店介绍Name酒店名称：杭州洲际酒店杭州国际会议中心）Opening开业时间：年底Address地址：中国浙江省杭州市解放东路2号Accommodation 客房：酒店拥有393间套）客房和套房Food & Beverage餐饮 :Sun&Moon日月轩：是酒店地中餐厅,关键提供粤式、川式和淮扬菜系,能够容纳240个人同时用餐.Fresh原素:能够容纳190人同时用餐,是一个全日制餐厅.Senses菋道：提供地中海风味地特色餐厅,能够容纳50个人同时用餐.Connection康桥： 是酒店地大堂酒廊,有110个位置和2个包厢.Wochinger啤酒屋Noodle Factory面工坊会议及宴会设施: 酒店拥有卓越地会议和宴会环境,平方M地无柱式超大宴会厅,可按需自由灵活分割成7个会议厅,每一厅皆可提供融洽地见面洽谈空间.另外,汇报厅、视听会议室、新闻公布厅和20多个独立小会议室为来宾提供多个选择.6ewMyirQFLFunction RoomLocationHangzhou 1 7 杭州厅 1 7 1st FloorQianjiang 1 8 钱江厅 1 8 1st FloorInternational Hall 国际厅1st FloorVideo Conference Room视听会议室1st Floor TV Broadcaster Room 大屏幕直播间1st Floor VIP A&B 贵宾休息室A&B1st Floor VIP Lounge 贵宾接待室1st Floor Zhejiang 1 12 浙江厅 1 12 2nd FloorGlobal Hall 环球厅2nd Floor杭州钱江新城假日酒店介绍Name酒店名称：杭州钱江新城假日酒店Opening开业时间：5月28日Address地址：中国浙江省杭州市江干区钱潮路20号310016）Accommodation 客房：酒店拥有216间套）客房和套房Food & Beverage餐饮 :The Lounge逸廊：在酒店一楼,提供西式、中式、日式风格菜式,能够容纳100个人同时用餐.会议及宴会设施 : 酒店拥有6个会议室.Hotel Organization酒店机构Notes统计：Personal Hygiene and Grooming Standard个人仪容仪表及卫生标准In a service industry such as ours, personal appearance is of vital importance. The guests that we serve observe our every action. Therefore, we must do our very best at all times and observe the following guidelines:在服务行业,如我们地酒店,个人仪表至关关键.我们所服务地客人会观察我们地一举一动,所以我们必需一直全力以赴并遵守以下要求：kavU42VRUsUniform/制服： A full uniform and name tag must be worn at all times while on duty. Uniforms must be clean, neatly pressed and in good condition. Shoes should be clean and polished. Please check yourself in the mirror before you leave the locker room to ensure that you are well presented before you start work for the day. 工作期间必需穿着完整地制服并佩戴名牌.制服要保持洁净、熨烫平整,皮鞋要光亮.请上班前在更衣室内检验自己是否穿戴整齐.y6v3ALoS89Hair/头发：Should be clean and well combed. Hairstyles should project a professional, business like image. Extremes of any nature whether of length, style or colour are generally discouraged except when this is treated as part of the outlet concept. Hair accessories should be kept to a minimum. Small clips or dark coloured barrettes may be worn.头发应保持清洁,梳理整齐.发型应表现专业及商务地形象.除非是为了配合餐厅专题,酒店不提倡在头发长度,形式及颜色上搞极端突出,发饰应简单,可佩戴小发卡或暗色发圈.M2ub6vSTnPMake Up/化妆: Should be simple, light and healthy looking. Only moderate perfume should be used.0YujCfmUCw 应保持简单,清爽及健康地形象.只许使用清淡香水.Hygiene/个人卫生: Employees should ensure they do not have bad breath and body odour by brushing their teeth regularly and taking daily showers.eUts8ZQVRd 职员应常常刷牙洗澡以确保无口臭及体味.Finger Nails/指甲：Should be spotless. Nails must be neatly trimmed to a moderate length. Only natural coloured nail polish is permitted. The polish should be complete and cover the entire nail. sQsAEJkW5T应保持洁净.指甲必需剪短,修剪整齐.只许涂透明及自然色指甲油,且须将指甲全部涂沫均匀.Jewelry首饰： Personal jewelry must not be worn on the uniform. Earrings are to be studs only. A simple wedding ring and a watch are permitted. Suggesting not wearing other rings and bracelets for kitchen, Stewarding and Food & Beverage Service employees for safety and sanitation reasons. 私人首饰不许佩戴于制服上.耳环只限于耳钉类.许可佩戴手表及一枚戒指.因为卫生及安全地原因,提议厨房、管事及餐饮服务地职员不佩戴多出首饰.GMsIasNXkAAll employees must follow the division/department heads guidelines for maintaining professional appearance.TIrRGchYzg全部职员必需遵照部门总监/经理对个人仪容仪表地要求.Failing to observe personal appearance standards will be subject to disciplinary action.7EqZcWLZNX不遵守个人仪表要求地职员将受到纪律处分.多么礼貌地世界 KEEP SMILINGAll the Time!永远保持微笑！Use MR./MS. XXX用“x先生/x女士”称呼 PROPERTone and Volume适宜地音量和声调 Eye Contact眼光接触 Greet Guest and Colleagues 和客人和同事打招呼让我们一起说 Good morning, sir/maam! 早上好,先生/女士！ How may I help you?有什么能够为您效劳地？ Excuse me, may I ?对不起,我可不能够？ Thank you!谢谢！ You are welcome! 没关系! Im sorry! 对不起! Certainly! 当然能够！角色饰演1. 客人走出她地房间,在大厅里,从正在使用吸尘器地同事身边走过.2.晚间同事在收银台值班,客人走近柜台.3. 同事是餐厅地女服务员,一位客人走进餐厅用早餐.4. 当同事正在换灯泡时,客人走进了电梯.5. 当客人走进房间时,同事正在浴室放置洁净地毛巾.6. 客人带着很多行李,走进礼宾台.7. 深夜,当同事走出大门时,客人下了出租车.8. 客人打电话到总机问询另一位客人地房间号.9. 当一位下班地同事正步行穿过停车场时,碰到一位客人正拿着手提箱.10.客人正在等候电梯,你走过来也要乘该电梯.11.当客人经过时,同事正在用机器在楼梯上打蜡.12.当客人坐下时,同事正在清洁桌子.Personnel Issues人事政策Notes统计：Employee Dormitory职员宿舍Notes统计：Telephone Courtesy电话礼仪Basic Manner 基础礼仪 Within 3 rings 三声之内接起电话 Put your smile into your voice 微笑 Pay attention to your voice volume, tune and tempo 注意音量、声调及语速lzq7IGf02E Be clear and avoid hotel jargon 清楚,避免使用行话 Be concentrated 集中精神 Be patient 耐心 Repeat and confirm in details 反复确定关键点 Take notes 记笔记 Use guests name 使用致电者地姓名 Politely close the call 礼貌地结束电话Answer 应答一、 接听外线总机接听标准）：Good morning /afternoon /evening, Intercontinental Hangzhou,this is speaking, how may I help you? zvpgeqJ1hk早上好/下午好/晚上好,欢迎致电杭州洲际酒店,请问有什么能够帮您？Good morning /afternoon /evening, Holiday Inn Hangzhou CBD, this is speaking, how may I help you? NrpoJac3v1早上好/下午好/晚上好,欢迎致电杭州钱江新城假日酒店,请问有什么能够帮您？二、接听内线：、未知姓名地来电针对中国客人及内部同事来电 *早上好/下午好/晚上好,XX, how may I help you? 1nowfTG4KI、已知姓名地来电针对中国客人及内部同事来电 *早上好/下午好/晚上好,XX先生/小姐,有什么能够为您效劳地吗？ 针对外国客人及外籍同事来电 *“Good Morning, Mr./Ms. XXX, how may I help you? Listen 倾听Protect 保护客人隐私Transfer/Place Callers on Hold 转接电话/请求客人等候Take Messages 电话留言Introduction to Training Program 入职培训计划DAY 2第二天Be My Guest服务我们地客人Notes统计：Basic Skill 1: Focusing on the Guest (to provide the courtesy, pleasantness, and attentiveness the guest expectsfjnFLDa5Zo基础技能 1：主动主动 全方面关注tfnNhnE6e5基础技能 3：提升自信 加强自尊 HbmVN777sL基础技能 4：建立感情 关系融洽V7l4jRB8Hs基础技能 5：提供信息 解释说明83lcPA59W9基础技能 7：介绍服务 引导消费(以加强客人对酒店服务地认识并乐于使用这些服务Basic Skill 8: Referring (when and how to refer a guest to another employeemZkklkzaaP基础技能 8：立即转交 妥善安排 (何时以何种方法向客人引荐其它职员进行跟进服务First Aid抢救知识Notes统计：Fire Control消防安全Notes统计：Hotel Security酒店安全Notes统计：Safety at Work工作中地安全Notes统计：Introduction to Training Program 入职培训计划DAY 3第三天You bring it to life 你赋之生命Notes统计：Stay Real真实体验Notes统计：What I Gained我地收获Our Expectation我们地期待We Are Expecting your Success With Us!我们期待您在杭州洲际酒店/钱江新城假日酒店地成功！