国际酒店前厅礼仪培训.HOTEL ORIENTATION(英文).docx
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1、编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第15页 共15页HOTEL ORIENTATION AND FRONT OFFICE ALL ALLHOTEL ORIENTATION3FRONT OFFICEALLDEPARTMENT ORIENTATION4ALL FRONT OFFICE STAFFGUEST RELATIONS SKILLS7UNIFORM SERVICESSENIOR PORTERATTEND SHERATON GUEST SATISFACTION SYSTEMTRAINING11ALLALLMAINTAINING A PROFESSIONAL AP
2、PEARANCE12GENERALFOR ALL JOB CATEGORIESTASKS WINNERHOTEL ORIENTATION SHERATON ALICE SPRINGSDEPARTMENT ORIENTATION SHERATON FIJI RESORTGUEST RELATIONS SKILLS SHERATON FIJI RESORTATTEND SHERATON GUEST SATISFACTION SYSTEM TRAINING SHERATON ALICE SPRINGSMAINTAINING A PROFESSIONAL APPEARANCE SHERATON ROY
3、AL ORCHID STANDARDS AND PROCEDURESDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: EVERY EMPLOYEE WILL ATTEND A GENERAL HOTEL ORIENTATION WITHIN SEVEN DAYS OF COMMENCEMENT, CONDUCTED BY THE TRAINING MANAGER. PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FR
4、OM THE HOUSEKEEPINGSUPERVISOR, THE DATE, TIME, AND VENUE FOR THE GENERALORIENTATION.2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND THE ORIENTATION3. THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED AT THEORIENTATION IN THE ASSISTING OF GUESTS AND IMPROVEMENT OF ATTITUDE.STANDARDS AND PROCEDURESDEPARTMEN
5、T: FRONT OFFICE JOB CATEGORY: ALLHEAD: FRONT OFFICE MANAGER G. M. APPROVAL: DATE:TASK: HOTEL ORIENTATIONSTANDARD: ALL FRONT OFFICE STAFF WILL BE FAMILIAR WITH THEFUNCTION OF THE FRONT OFFICE, AND THEIR PARTICULARROLE WITHIN IT. THEY WILL KNOW AND WORK WITHINTHE RULES AND REGULATIONS OF THE FRONT OFF
6、ICE, AND STRICTLY ABIDE BY THEM. PROCEDURE:1. Introduction on the role of the Front office department in the Sheraton Fiji Resort, covering all aspects of guest relations, services, and in particularthe standards of the above required, one by one interviews with group feedback will accompany this.2.
7、 Run down on the training schedule for each employee and what the training involves, plus the importance of each employee giving 100% when attending training session.3. The Front Office structure and strict line of command will be briefed upon with the aid of the organization chart. The importance o
8、f adhering to this line of command will be heavily stressed.4. The five principle internal Front Office Departments i.e. Reception, Reservations, P.A.B.X., Concierge and Bell Desk will each be discussed with reference to “The Importance of Inter-Department Relations.”The many tasks of the Front Offi
9、ce that require input from more than one Front Office area will be discussed.PROCEDURES: (continued)5. Rules and regulations will be issued in a handout Covering the Front Office operation. The importance of abiding by the rules and regulations will also be stressed.6. All staff will be given a tour
10、 of the property including Front Office and will receive a briefing on outlets, services offered etc.7. All Staff will be informed of the personnel functions of the Front Office Department i.e.:-a) Who hires employees?b) Who conducts orientation of new employees?c) Complaint procedure.d) Who conduct
11、s ongoing training?e) Department meeting procedure.f) Disciplinary action procedure.FRONT OFFICE DEPARTMENT RULES AND REGULATIONS1. The Front Office manager and all other Senior Department Heads will be addressed as Mr.or Mrs.2. All Front Office Staff will wear their correct uniform at all times and
12、 ensure it is in good condition.3. All Front Office Staff will be punctual for work without exception.4. All Staff will work the hours specified and shifts allocated on the roster without question.5. All Staff will respect and obey their Supervisors at all times and will respect and co-operate with
13、their peers.6. All Staff will carry out their jobs to the Departmental Standards required and ensure this is done with an efficient friendly attitude.7. Front Office will co-operate with all other Hotel Departments at all times.PROCEDURES: (continued)8. All Staff will abide by the rules governing si
14、ck leave procedure and annual leave procedure.9. All Staff will thoroughly know all relevant hotel emergency and safety procedures.10. All Front Office Staff will remember the “Guest is our Business” and carry out their work accordingly.11. All Staff of the Front Office will speak English at all tim
15、es whether speaking to fellow employees or not.STANDARDS AND PROCEDURESDEPARTMENT: JOB CATEGORY: FRONT OFFICE ALL FRONT OFFICE STAFFHEAD: FRONT OFFICE MANAGER G. M. APPROVAL: DATE:TASK: GUEST RELATIONS SKILLSSTANDARD: ALL FRONT OFFICE STAFF OF THE SHERATON FIJI RESORT ARE FULLY TRAINED IN THE REQUIR
16、ED RELATION SKILLS AND ABLE TO EFFECTIVELY USE THESE GUEST RELATION SKILLS IN ALL ASPECTS OF THEIR DAY TO DAY JOB TASKS. PROCEDURE:1. Front office staff are trained in the various guest relations skills required for the execution of their daily duties. Skills covered are related to the following day
17、 to day situations:-a) Answering of telephones.b) Greeting of guest.c) Complaint handling.d) General guest contact.e) Guest request and inquiry handling.f) Checking-in and checking-out guests.g) Guest farewell handling.h) Elderly and handicapped guest contact.2. Utilisation of guest relation skills
18、in the above situations are outlined below:-a) Answering of telephonesb) A task that all staff in the hotel have to perform and a task that requires guest relation skills to be carried out properly. Always answer the telephone correctly such as , “Good morning, Sheraton Fiji Resort .How may I help y
19、ou?” if the call is from outside the hotel. If the call is internal, you should say, “Good morning/afternoon/evening,PROCEDURES: (continued)Reservations Department, Fiona speaking,” depending on which area receives the call.When talking on the telephone be extremely polite at all times and keep a sm
20、ile in your voice. A caller will sum you up by your tone of voice! Never shout through the telephone or raise your voice. Keep your mouth 2 inches from the mouthpiece, speak clearly and last but not least, thank caller for calling and wish them a pleasant day.Greeting of guestsGuest relation skills
21、are extremely important for the execution of these duties. Remember always to greet any guest you come into contact with. If the guest has just arrived at the hotel, welcome them warmly to the Sheraton Fiji Resort. If the guest is morning/ afternoon/ evening. Use guests name whenever possible.c) Com
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