单击此处编辑母版标题样式,Click to edit Master text style,Second level,Third level,Forth level,Fifth level,2019-01-31,#,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 OBJECTIVES入 职 培 训,1,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,酒店信息介绍及,参观酒店,HR Benefits,人事福利,ORIENTATION PROGRAMME入 职 培 训,2,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 Customer Service,高,质,量,的,对,客,服,务,Conservation,节,约,能,源,ORIENTATION PROGRAMME入 职 培 训,3,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,ORIENTATION PROGRAMME入 职 培 训,4,Objectives,目标,Describe the history of Starwood,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,Objectives目标Describe the hist,5,Starwood Lodging,Starwood Lodging,6,History of Starwood,ABC,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,并购了,ABD,来登公司,Launches W Hotels,创办了最新的饭店品牌,W,饭店,History of StarwoodABC的历史1991,7,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,ABD,来登饭店,Properties我们的产业Over 750 Proper,8,ABC,大家庭今日的品牌,Starwood Family of Brands Today,VIDEO,录像,ABC大家庭今日的品牌 Starwood Family o,9,Six Brands of Starwood Family ABC,旗下之六大品牌,Sheraton 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,10,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,11,Six Brands of Starwood Family ABC,旗下之六大品牌,Four Points Hotels,福朋饭店,W HotelsW,饭店,Six Brands of Starwood Family,12,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,.,Worldwide Structure全球架构Divisi,13,ASIA PACIFIC DIVISION,亚太地区分布,ASIA PACIFIC DIVISION亚太地区分布,14,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,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,STARWOOD ASIA PACIFIC ABC亚太地区,15,ASIA-PACIFIC,亚太地区,North,Central,South,Miguel Ko,高启坤,Qian Jin,钱进,ASIA-PACIFIC亚太地区NorthCentralS,16,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,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,ABD,来登,WESTIN,寰鼎,THE ST.REGIS,圣瑞吉斯,STARWOOD HOTELS IN CHINA中国的AB,17,Sheraton Suzhou Hotel&Towers,苏州吴宫,ABD,来登大酒店,Sheraton Suzhou Hotel&Towers,18,Ownership,酒店业主,Hotel Plaza Ltd.,文雅酒店集团（新加坡）,Ownership 酒店业主Hotel Plaza L,19,Events of Sheraton Suzhou,苏州吴宫,ABD,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,Events of Sheraton Suzhou苏州吴宫,20,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,Front Office 前台 Hotel Departm,21,Brand Overview,我们的品牌,Brand Overview我们的品牌,22,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,Objectives目的List the important,23,Renowned Hotel Brands,驰誉世界的品牌,Renowned Hotel Brands,24,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,Definition of a Brand品牌的定义A,25,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,Opportunities for Consistency,26,Defi