国际著名酒店娱乐部程序英文模板.docx

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ACTIVITIES JOB CATEGORIES: TOUR DESK ATTENDANT AEROBIC INSTRUCTOR ASSISTANT ACTIVITIES DIRECTOR EQUIPMENT SUPERVISOR BEACH ATTENDANT ACTIVITIES JOB CATEGORY WINNER TOUR DESK ATTENDANT SHERATON FIJI RESORT TASKS HOTEL ORIENTATION DEPARTMENT ORIENTATION KNOWING THE TOURS OFFERED GUEST COMPLAINT HANDLING GUEST RELATIONS SKILLS TO KNOW ALL EQUIPMENT AVAILABLE FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME KNOWLEDGE OF TYPES OF AEROBICS OFFERED SAFETY PROCEDURES AND FIRST AID FAMILIARITY WITH CONTROL SYSTEMS FOR GAMES AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY AND CONTROL SYSTEM CARRYING OUT MISCELLANEOUS ACTIVITIES ISSUE AND RECLAIM OF TOWELS FROM TOWEL BURE MANNING THE BEACH BURE KNOWING THE VOUCHER AND CONTROL SYSTEMS PROMOTING GROUP PARTICIPATION AND ENCOURAGING ACTIVITIES TEACHING A SAILBOARD LESSON TEACHING A HOBIE CAT SAILING LESSON TAKING THE WATER POLO ACTIVITY GIVING THE SAILING THEORY LECTURE GIVING THE SAILBOARD THEORY LECTURE CARRYING OUT THE SAILBOARD FREESTYLE DEMONSTRATION RUNNING THE HOBIE CAT STAGGERED REGATTA RUNNING THE SHERATON/REGENT REGATTA CARRYING OUT THE SAILBOARD COMPETITION DONG THE HOBIE JOYRIDE ACTIVITY SETTING UP THE VOLLEYBALL AND KNOWING THE THEMES ORGANIZATION OF MINI-TOURNAMENTS ACTIVITIES JOB CATEGORY WINNER TOUR DESK ATTENDANT SHERATON FIJI RESORT TASKS (continuing from previous page) TAKING THE MORNING JOG OR WALK CARRYING OUT THE PRE-STRETCH CLASS KNOWLEDGE OF CHILDREN’S PROGRAMMES CHILDREN’S MORNING JOG, WALK, SHELL HUNT OR OTHER MORNING EVENT CHILDREN’S SWIMMING LESSONS AND GAMES ACTIVITY CHILDREN’S QUIZ CHILDREN’S MEAL CHILDREN’S TREASURE HUNT CHILDREN’S MOVIE EXCURSION TO THE LOCAL CARVING VILLAGE SCAVENGER HUNT AND CRAB RACE CHILDREN’S EARLY EVENING GAMES ACTIVITIES CHILDREN’S PAINTING COMPETITION LAUNCHING AND RECOVERING SAILBOARDS, HOBIES AND OTHER CRAFTS OPERATION OF CHASE BOAT CHILDREN’S TALENT SHOW EVENT AND PREPARATION PRODUCE AN INVENTORY AND CONTROL SYSTEM FOR SIGNING OUT EQUIPMENT MAINTAINING SECURITY OF EQUIPMENT REPAIRS SAFETY SUPERVISION AND PROCEDURES REPAIRS SAFETY SUPERVISION AND PROCEDURES TOUR DESK ORIENTATION G . R . O. TRAINING ALL ASPECTS OF THE TOUR DESK AND PROCEDURES STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G. M. APPROVAL: DATE: TASK: HOTEL ORIENTATION STANDARD: ===================================================================== PROCEDURE: STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G. M. APPROVAL: DATE: TASK: DEPARTMENT ORIENTATION STANDARD: ALL ACTIVITIES STAFF WILL KNOW THE FUNCTIONS AND ROLE OF THE DEPARTMENT, THE RULES, AND REGULATIONS WHICH GOVERN IT, AND THEIR OWN ROLE WITHIN IT. ====================================================================== PROCEDURE: 1. Introduction on the role and goals of the department and the standards of service we will aim to meet. 2. Explanation of the training schedule for each employee, and what the training involves, plus the importance of it – schedule give out for both weeks. 3. Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed. 4. Explaining of the functions of the department, i.e. the product of it, the outlets, and equipment, the functions of various job categories. Job description will be given out and explained thoroughly. 5. How the department relates to other departments- Particularly food and beverage, Front Desk, Sales. 6. The personnel functions of the Activities Department :- a) who hires employees . b) who orients employees. c) who conducts ongoing training. d) complaint procedures and style of management. e) when and by whom meetings are held within the department. f) disciplinary action/probationary period. PROCEDURES: (continued) 1. Rules and regulations of the department. Handout given and the importance of abiding them will be stressed. Appearance standards. 2. All staff will be given a tour of the property with particular note being taken of – Ballroom ,Malolo Lounge , ports O’ poll area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach. 3. Relationship with Fish Fiji Limited and other concessions. STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G. M. APPROVAL: DATE: TASK: KNOWING THE TOURS OFFERED STANDARD: EACH EMPLOYEE WILL HAVE A BASIC KNOWLEDGE OF ALL TOURS OFFERED BY THE TOUR DESK. ====================================================================== PROCEDURE: STAFF MUST KNOW: 1. The role of the tour desk. 2. All tours and operators handouts of all major tour operators will be give out. 3. The different types of tours. 4. How the tours operate – from bookings, to paying, to confirmation, and to the trip. 5. A verbal test will be given STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: GUEST COMPLAINT HANDLING STANDARD: ALL STAFF WILL KNOW HOW TO HANDLE A COMPLAINT QUIETLY AND EFFECTIVELY ====================================================================== PROCEDURE: Should you come across a complaint lodged by a guest, complete the following procedure. 1. Listen to the complaint. 2. Should the guest be angry or loud, get then to a quiet place tactfully. 3. Re – state the problem in your own words to make sure it is understood. 4. Show empathy – sympathise with the guest, show you care. 5. Take action – This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out . 6. Always report the complaint to your superior. STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: GUEST RELATIONS SKILLS STANDARD: ====================================================================== PROCEDURE: STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: TO KNOW ALL EQUIPMENT AVAILABLE STANDARD: ====================================================================== PROCEDURE: STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME STANDARD: ====================================================================== PROCEDURE: STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: KNOWLEDGE OF TYPES OF AEROBICS OFFERED STANDARD: ====================================================================== PROCEDURE: STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G.M. APPROVAL: DATE: TASK: SAFETY PROCEDURES AND FIRST AID STANDARD: IT IS VITAL THAT ALL STAFF KNOW HOW TO IMPLEMENT SAFETY PROCEDURES AND FIRST AID QUICKLY AND EXECUTIVELY. ====================================================================== PROCEDURE: The personnel Department will be arranging Safety procedure training and a first aid certification course.

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