1、to NEW ASSOCIATEORIENTATION欢迎参加 新员工入职培训ORIENTATION OBJECTIVES入 职 培 训 目 标8Introduce you to your new family介绍新成员，新家庭8Become familiar with Starwood and Sheraton了解喜达屋和喜来登8Begin 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8Have knowledge to answer guest questions具有足够的知识来回答客人提2、出的问题8Know 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3、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 Serv4、ice 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HSKStarwood Family 喜达屋大家庭Objectives目标uDescribe the history 5、of Starwood描述喜达屋的历史uList the family of brands列出喜达屋旗下的所有品牌uKnow about Starwood Asia Pacific了解喜达屋亚太分部Starwood LodgingHistory of Starwood喜达屋的历史l1991 Began as Starwood Capital 喜达屋成立 l1993 Starwood Lodging bought first hotels 喜达屋集团收购了第一批酒店l1998 Events 事件 Merged with Westin Hotels&Resorts合并了寰鼎酒店和度假村Acquir6、ed 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lOver 750 Properties-750 brand Hotels全球共有750多家物业-750家品牌酒店lSpread over 87 countries遍布全球87个国家lOver 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 TodayVIDEO 录像Six Brands of Starwood Family 喜达屋旗下之7、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8、 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lDivided 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-South East9、 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NorthNorthCentralCentralSouthSouthMiguel 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Suzho10、u 苏州Sanya 三亚HongKong 香港Dongguan 东莞Xian 西安 *Jiuzhaiguo Jiuzhaiguo 九寨沟九寨沟 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eHotel 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eT11、otal investment:app.US$100 百million 投资总额:约1亿美金e Hotel Grand Opening on Sep.27,99 酒店于99年9月27日正式开业e 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 Ho12、tel 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13、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 resp14、onsive 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-Effic15、ient 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 Associate SatisfactionSatisfaction同事满意Guest SatisfactionGuest Satisfaction客人满意Revenue GrowthRevenue Grow16、th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 g17、uests.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Starw18、ood Cares Measurables喜达屋关爱-衡量指标lGuest 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lAssociate 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 Program喜达屋关爱-项目l“STAR”Service 明星服务“S”Smile a19、nd 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lWOW 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lOur Distinguished Service Culture我们独树一帜的服务文化VIDEO 录象Lunch 午餐