1、to NEW ASSOCIATEORIENTATION歡迎參與 新員工入職培訓WELCOME.ORIENTATION OBJECTIVES入 職 培 訓 目 標Introduce you to your new family引見新成員，新家庭Become familiar with Starwood and Sheraton了解喜達屋和喜來登Begin to build the culture that will become our winning formula建立良好的酒店文化以協助我們勝利Have knowledge to answer guest questions具有足夠的知識來回

2、答客人提出的問題Know the standards & procedures for Sheraton Suzhou了解本酒店的規章制度.ORIENTATION PROGRAMME入 職 培 訓 內 容DAY ONE 第一天Orientation objectives, schedule培訓目的、日程Welcome Speech by General Manager 總經理致歡迎詞The Brand 品牌Starwood Cares Program 喜達屋關愛賓客效力方案STAR Service Standards ISTAR效力規范 1Hotel Information & Tour酒店信

3、息引見及觀賞酒店HR Benefits 人事福利.ORIENTATION PROGRAMME入 職 培 訓 內 容DAY TWO 第二天Teamwork Activity 團隊活動STAR Service Standards II STAR效力規范 2Starwood Preferred Guest 喜達屋顧客優先方案STAR Service Standards III STAR效力規范 3 Team Work 團隊精神Grooming 個人清潔衛生Controlling Expenses 控制破費Everyone as a Salesperson 每個人都是銷售人員Quality Custo

4、mer Service 高質量的對客效力Conservation 節約能源.ORIENTATION PROGRAMME入 職 培 訓 內 容DAY Three 第三天Teamwork Activity 團隊活動STAR Service Standards IV STAR效力規范 4Career Development 事業上升Fire safety 防火First-aid 急救常識Safety & Security 平安防備Test & Team Activity 測試及團隊活動Wrap up 終了語.HSK.Starwood Family 喜達屋大家庭.Objectives目的Describ

5、e the history of Starwood描畫喜達屋的歷史List the family of brands列出喜達屋旗下的一切品牌Know about Starwood Asia Pacific了解喜達屋亞太分部.Starwood Lodging.History of Starwood喜達屋的歷史1991 Began as Starwood Capital 喜達屋成立 1993 Starwood Lodging bought first hotels 喜達屋集團收買了第一批酒店1998 Events 事件 Merged with Westin Hotels & Resorts合并了寰

6、鼎酒店和度假村Acquired Sheraton 并購了喜來登公司Launches W Hotels興辦了最新的飯店品牌 W 飯店.Properties我們的產業Over 750 Properties - 750 brand Hotels全球共有750多家物業-750家品牌酒店Spread over 87 countries遍及全球87個國家Over 400 properties under Sheraton brand有400多家產業為喜來登飯店.喜達屋大家庭今日的品牌 Starwood Family of Brands TodayVIDEO 錄像.Six Brands of Starwoo

7、d Family 喜達屋旗下之六大品牌Sheraton Hotels & Resorts喜來登酒店和度假村Westin Hotels & Resorts寰鼎酒店和度假村.Six Brands of Starwood Family 喜達屋旗下之六大品牌The St. Regis 圣瑞吉斯The Luxury Collection至尊精選飯店.Six Brands of Starwood Family 喜達屋旗下之六大品牌Four Points Hotels福朋飯店W HotelsW 飯店.Worldwide Structure全球架構Division 分布 Location 位置 North A

8、mericaWhite Plains, NY北美 紐約州白原市 Latin AmericaBuenos Aires, Argentina拉丁美洲 布宜諾斯艾利斯 EuropeBrussels, Belgium歐洲 布魯塞爾，比利時Asia/PacificSingapore亞太區 新 加 坡. .ASIA PACIFIC DIVISION亞太地域分布.STARWOOD ASIA PACIFIC 喜達屋亞太地域Divided into 3 Regions分布在3個地域North- Greater China, Japan, Korea & North Pacific Islands 北 部 - 大

9、中國 ，日本，韓國 ， 北太平洋島嶼 Central- South East Asia & Bangladesh 中 部 - 東南亞地域和孟加拉國South- Australia, New Zealand & South Pacific Islands南 部 - 澳大利亞，新西蘭和南太平洋島嶼.ASIA-PACIFIC亞太地域NorthCentralSouthMiguel Ko 高啟坤Qian Jin 錢進.STARWOOD HOTELS IN CHINA中國的喜達屋酒店Great Wall 北京長城飯店 Chengdu 成都Guilin 桂林 Shenyang 沈陽Tianjin 天津 Wu

10、xi 無錫Nanjing 南京Shanghai 上海Suzhou 蘇州Sanya 三亞HongKong 香港Dongguan 東莞Xian 西安 *Jiuzhaiguo 九寨溝 Macau 澳門 北京 Taipei 臺北 Shanghai 上海Shanghai 上海* New Hotels 即將開幕之酒店SHERATON 喜來登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯.Sheraton Suzhou Hotel & Towers蘇州吳宮喜來登大酒店.Ownership 酒店業主Hotel Plaza Ltd.文雅酒店集團新加坡.Events of Sheraton Suzhou蘇州

11、吳宮喜來登的重要事件Total investment: app. US$ 100 百million 投資總額: 約1億美金 Hotel Grand Opening on Sep. 27, 99 酒店于99年9月27日正式開業 Official 5-star rating awarded on Jul. 17, 00 2千年7月17日被正式評定為五星級酒店.Front Office 前臺House Keeping 管家部Engineering 工程部Food & Beverage 餐飲部Sales & Marketing 市場銷售部Finance 財務部Human Recourses 人力資源部

12、Security & Safety 保安部 Hotel Departments 酒店的主要部門.Brand Overview我們的品牌.Objectives目的List the important elements in the definition of a brand列出品牌定義的幾個重要組成部分Describe the unique characteristics of the Hotel brand描畫酒店品牌的獨特性 Describe the three links of the Service-Profit Chain and their impact描畫效力利潤關系鏈中三個環節.

13、Renowned Hotel Brands馳譽世界的品牌.Definition of a Brand品牌的定義A brand is a consistent product and/or service that enables one to achieve premium pricing and loyalty.品牌是一種具有銜接性的產品或效力,由此可獲得較高的定價和忠實度.Opportunities for Consistency堅持一致性的時機Cleanliness清潔Speed and efficiency of check-in and check-out入店登記/離店手續的快捷Fr

14、iendly, knowledgeable, and responsive associates友善、富有知識和反響矯捷的員工.Defining the Sheraton Brand品牌定義的范例-喜來登 Operational Excellence 優良運營 Warm & Caring Brand 熱誠和關愛的品牌 Largest & most recognized brand 最大和最受認可的品牌 SPG (Starwood Preferred Guest) 喜達屋優先顧客方案Caring Service 關愛效力.What is Operational Excellence 什么是喜來登

15、的優良運營? Operational Excellence優良運營 Efficient service 有效的效力 Consistent quality 一向的質量 Good value 物有所值.The Hotel Guest Example - Sheraton 酒店的賓客 - 喜來登1. Male男性2. 4545歲3. Married 已婚4. Over $100,000收入：10萬美圓以上.The Service-Profit Chain效力-利潤關系鏈Associate Satisfaction同事稱心Guest Satisfaction客人稱心Revenue Growth收入增長

16、.Starwood Cares喜達屋關愛Spirit of Service Excellence優質效力精神.Starwood Cares喜達屋關愛我們效力文化的“中心 The “Core of our Service Culture樹干Tree Trunk其它一切一切的根底The basis for everything else.Starwood Cares - Goals喜達屋關愛-目的提供工具和培訓以確保對客人繼續一向和關愛的效力。 Provide tools & training to deliver warm, consistent and caring service to ou

17、r guests. .Starwood Cares - Goals喜達屋關愛-目的不斷提高客人稱心程度Continuously Improve Guest Satisfaction .Starwood Cares - Goals喜達屋關愛-目的不斷提高同事稱心程度Continuously Improve Associate Satisfaction .Key Focus 焦點Outstanding Care for our Business 關愛酒店運營Outstanding Care for our Guests 關愛賓客 Outstanding Care for our Associate

18、s 關愛同事.Starwood Cares Measurables喜達屋關愛- 衡量目的Guest Satisfaction Index GSI 顧客稱心程度指數NFO Questionnaires 調查詢卷Disinterested 3rd Party Accuracy 中立的第三方-準確性Associate Satisfaction Index ASI 同事稱心程度指數Quarterly: In-House 每季度-酒店內部Annual: Disinterested 3rd Party 每年-第三方.Starwood Cares Program喜達屋關愛-工程“STAR Service 明星效力“S Smile and Greet 淺笑和歡迎“T Talk and Li