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1、to NEW ASSOCIATEORIENTATION,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
2、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 ABC关爱宾客服务计划STAR Service Standards ISTAR服务标准（1）Hotel Information&Tour酒
3、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 ABC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 C
4、ustomer 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,Objectives目标,Describe the history of Starwoo
5、d描述ABC的历史List the family of brands列出ABC旗下的所有品牌Know about Starwood Asia Pacific了解ABC亚太分部,Starwood Lodging,History of StarwoodABC的历史,1991 Began as Starwood Capital ABC成立 1993 Starwood Lodging bought first hotels ABC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
6、并购了ABD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Spread over 87 countries遍布全球87个国家Over 400 properties under Sheraton brand有400多家产业为ABD来登饭店,ABC大家庭今日的品牌 Starwood Family of Brands Today,VIDEO 录像,Six Brands of Starwood Family ABC旗下之六大品牌,S
7、heraton Hotels&ResortsABD来登酒店和度假村,Westin Hotels&Resorts寰鼎酒店和度假村,Six Brands of Starwood Family ABC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 ABC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 Plain
8、s,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 ABC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 Central-Sou
9、th 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ABC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S
10、anya 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 ABD来登WESTIN 寰鼎THE ST.REGIS 圣瑞吉斯,Sheraton Suzhou Hotel&Towers苏州吴宫ABD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ABD来登的重要事件,Total inve
11、stment: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 Depart
12、ments 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,Defi
13、nition 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 respon
14、sive 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-ABD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)ABC优先顾客计划Caring Service 关爱服务.,What is Operational Excellence 什么是ABD来登的优异经营?,Operational Excellence优异经营
15、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-ABD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 CaresABC关爱,Spirit of Servi
16、ce 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
17、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,
18、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”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 CaresABC关爱,Our Distinguished Service Culture我们独树一帜的服务文化,VIDEO 录象,Lunch 午餐,
