某酒店新人入职培训教材.pptVIP

Starwood CaresABC关爱 Spirit of Service Excellence 优质服务精神 Starwood CaresABC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 - GoalsABC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 - GoalsABC关爱-目标 不断提高客人满意程度 Continuously Improve Guest Satisfaction Starwood Cares - GoalsABC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 – MeasurablesABC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 3rd 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 3rd Party 每年-第三方 Starwood Cares – ProgramABC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 CaresABC关爱 WOW Recovery “哇” 补救系统 “W” What’s 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 CaresABC关爱 Our Distinguished Service Culture 我们独树一帜的服务文化 VIDEO 录象 Lunch 午餐 * to NEW ASSOCIATEORIENTATION 欢迎参加 新员工入职培训 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ABC和ABD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