喜来登酒店-新员工入职培训.ppt

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,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,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,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,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,HSK,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,Starwood Lodging,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,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,喜达屋大家庭今日的品牌,Starwood Family of Brands Today,VIDEO,录像,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,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,喜达屋旗下之六大品牌,Four Points Hotels,福朋饭店,W HotelsW,饭店,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,.,ASIA PACIFIC DIVISION,亚太地区分布,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,ASIA-PACIFIC,亚太地区,North,Central,South,Miguel Ko,高启坤,Qian Jin,钱进,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,Sheraton Suzhou Hotel&Towers,苏州吴宫喜来登大酒店,Ownership,酒店业主,Hotel Plaza Ltd.,文雅酒店集团（新加坡）,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,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,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 Chain and their impact,描述服务利润关系链中三个环节,Renowned Hotel Brands,驰誉世界的品牌,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,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,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,.,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,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,.,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,Starwood Cares,喜达屋关爱,Spirit of Service Excellence,优质服务精神,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,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.,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-目标,不断提高同事满意程度,Continuously Improve,Associate Satisfaction,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,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,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,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”,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,Lunch,午餐,