国际酒店前厅礼仪培训HOTEL ORIENTATION英文.docx

国际酒店前厅礼仪培训HOTEL ORIENTATION英文.docx

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国际酒店前厅礼仪培训HOTELORIENTATION英文

HOTELORIENTATIONANDFRONTOFFICE

ALL

ALL

HOTELORIENTATION………………………………………………………………3

FRONTOFFICE

ALL

DEPARTMENTORIENTATION………………………………………………………4

ALLFRONTOFFICESTAFF

GUESTRELATIONSSKILLS…………………………………………………………7

UNIFORMSERVICES

SENIORPORTER

ATTENDSHERATONGUESTSATISFACTIONSYSTEM

TRAINING……………………………………………………………………………11

ALL

ALL

MAINTAININGAPROFESSIONALAPPEARANCE………………………………12

GENERAL

FORALLJOBCATEGORIES

TASKSWINNER

HOTELORIENTATIONSHERATONALICESPRINGS

DEPARTMENTORIENTATIONSHERATONFIJIRESORT

GUESTRELATIONSSKILLSSHERATONFIJIRESORT

ATTENDSHERATONGUEST

SATISFACTIONSYSTEMTRAININGSHERATONALICESPRINGS

MAINTAININGAPROFESSIONAL

APPEARANCESHERATONROYALORCHID

STANDARDSANDPROCEDURES

DEPARTMENT:

ALLJOBCATEGORY:

ALL

HEAD:

G.M.APPROVAL:

DATE:

TASK:

HOTELORIENTATION

STANDARD:

EVERYEMPLOYEEWILLATTENDAGENERALHOTELORIENTATIONWITHINSEVENDAYSOFCOMMENCEMENT,CONDUCTEDBYTHETRAININGMANAGER.

PROCEDURE:

1.THENEWEMPLOYEEWILLASCERTAIN,FROMTHEHOUSEKEEPING

SUPERVISOR,THEDATE,TIME,ANDVENUEFORTHEGENERAL

ORIENTATION.

2.THENEWEMPLOYEEWILLCOMPULSORILYATTENDTHEORIENTATION

3.THENEWEMPLOYEEWILLUSETHEKNOWLEDGEGAINEDATTHE

ORIENTATIONINTHEASSISTINGOFGUESTSANDIMPROVEMENTOF

ATTITUDE.

STANDARDSANDPROCEDURES

DEPARTMENT:

FRONTOFFICEJOBCATEGORY:

ALL

HEAD:

FRONTOFFICEMANAGERG.M.APPROVAL:

DATE:

TASK:

HOTELORIENTATION

STANDARD:

ALLFRONTOFFICESTAFFWILLBEFAMILIARWITHTHE　FUNCTIONOFTHEFRONTOFFICE,ANDTHEIRPARTICULAR　ROLEWITHINIT.THEYWILLKNOWANDWORKWITHIN　THERULESANDREGULATIONSOFTHEFRONTOFFICE,ANDSTRICTLYABIDEBYTHEM.

PROCEDURE:

1.IntroductionontheroleoftheFrontofficedepartmentintheSheratonFijiResort,coveringallaspectsofguestrelations,services,andinparticular　thestandardsoftheaboverequired,onebyoneinterviewswithgroupfeedbackwillaccompanythis.

2.Rundownonthetrainingscheduleforeachemployeeandwhatthetraininginvolves,plustheimportanceofeachemployeegiving100%whenattendingtrainingsession.

3.TheFrontOfficestructureandstrictlineofcommandwillbebriefeduponwiththeaidoftheorganizationchart.Theimportanceofadheringtothislineofcommandwillbeheavilystressed.

4.ThefiveprincipleinternalFrontOfficeDepartmentsi.e.Reception,Reservations,P.A.B.X.,ConciergeandBellDeskwilleachbediscussedwithreferenceto“TheImportanceofInter-DepartmentRelations.”

ThemanytasksoftheFrontOfficethatrequireinputfrommorethanoneFrontOfficeareawillbediscussed.

PROCEDURES:

（continued）

5.Rulesandregulationswillbeissuedinahandout

CoveringtheFrontOfficeoperation.Theimportanceofabidingbytherulesandregulationswillalsobestressed.

6.AllstaffwillbegivenatourofthepropertyincludingFrontOfficeandwillreceiveabriefingonoutlets,servicesofferedetc.

7.AllStaffwillbeinformedofthepersonnelfunctionsoftheFrontOfficeDepartmenti.e.:

-

a）Whohiresemployees?

b）Whoconductsorientationofnewemployees?

c）Complaintprocedure.

d）Whoconductsongoingtraining?

e）Departmentmeetingprocedure.

f）Disciplinaryactionprocedure.

FRONTOFFICEDEPARTMENTRULESANDREGULATIONS

1.TheFrontOfficemanagerandallotherSeniorDepartmentHeadswillbeaddressedasMr.…orMrs.………

2.AllFrontOfficeStaffwillweartheircorrectuniformatalltimesandensureitisingoodcondition.

3.AllFrontOfficeStaffwillbepunctualforworkwithoutexception.

4.AllStaffwillworkthehoursspecifiedandshiftsallocatedontherosterwithoutquestion.

5.AllStaffwillrespectandobeytheirSupervisorsatalltimesandwillrespectandco-operatewiththeirpeers.

6.AllStaffwillcarryouttheirjobstotheDepartmentalStandardsrequiredandensurethisisdonewithanefficientfriendlyattitude.

7.FrontOfficewillco-operatewithallotherHotelDepartmentsatalltimes.

PROCEDURES:

（continued）

8.AllStaffwillabidebytherulesgoverningsickleaveprocedureandannualleaveprocedure.

9.AllStaffwillthoroughlyknowallrelevanthotelemergencyandsafetyprocedures.

10.AllFrontOfficeStaffwillrememberthe“GuestisourBusiness”andcarryouttheirworkaccordingly.

11.AllStaffoftheFrontOfficewillspeakEnglishatalltimeswhetherspeakingtofellowemployeesornot.

STANDARDSANDPROCEDURES

DEPARTMENT:

JOBCATEGORY:

FRONTOFFICEALLFRONTOFFICESTAFF

HEAD:

FRONTOFFICEMANAGERG.M.APPROVAL:

DATE:

TASK:

GUESTRELATIONSSKILLS

STANDARD:

ALLFRONTOFFICESTAFFOFTHESHERATONFIJIRESORTAREFULLYTRAINEDINTHEREQUIREDRELATIONSKILLSANDABLETOEFFECTIVELYUSETHESEGUESTRELATIONSKILLSINALLASPECTSOFTHEIRDAYTODAYJOBTASKS.

PROCEDURE:

1.Frontofficestaffaretrainedinthevariousguestrelationsskillsrequiredfortheexecutionoftheirdailyduties.Skillscoveredarerelatedtothefollowingdaytodaysituations:

-

a）Answeringoftelephones.

b）Greetingofguest.

c）Complainthandling.

d）Generalguestcontact.

e）Guestrequestandinquiryhandling.

f）Checking-inandchecking-outguests.

g）Guestfarewellhandling.

h）Elderlyandhandicappedguestcontact.

2.Utilisationofguestrelationskillsintheabovesituationsareoutlinedbelow:

-

a）Answeringoftelephones

b）Ataskthatallstaffinthehotelhavetoperformandataskthatrequiresguestrelationskillstobecarriedoutproperly.Alwaysanswerthetelephonecorrectlysuchas,“Goodmorning,SheratonFijiResort.HowmayIhelpyou?

”ifthecallisfromoutsidethehotel.Ifthecallisinternal,youshouldsay,“Goodmorning/afternoon/evening,

PROCEDURES:

（continued）

ReservationsDepartment,Fionaspeaking,”dependingonwhichareareceivesthecall.

Whentalkingonthetelephonebeextremelypoliteatalltimesandkeepasmileinyourvoice.Acallerwillsumyouupbyyourtoneofvoice!

Nevershoutthroughthetelephoneorraiseyourvoice.Keepyourmouth2inchesfromthemouthpiece,speakclearlyandlastbutnotleast,thankcallerforcallingandwishthemapleasantday.

Greetingofguests

Guestrelationskillsareextremelyimportantfortheexecutionoftheseduties.Rememberalwaystogreetanyguestyoucomeintocontactwith.Iftheguesthasjustarrivedatthehotel,welcomethemwarmlytotheSheratonFijiResort.Iftheguestismorning/afternoon/evening.Useguests’namewheneverpossible.

c）Complainthandling

ManyFrontOfficeStaffwillfaceaguestcomplaintatsomestage.Skillstorememberare;alwaysfirstliaisontothecomplaint,andbeconcernednomatterlightthecomplaintis.Ifthecomplaintisthehotel’sfault,apologizesincerelytotheguestandrectifytheproblemimmediatelyifpossible.Evenifthecomplaintisnotthehotel’sfault,apologisetotheguestandexplainthatitisnotthefaultofthehotelandthentrytorectifythecomplaintimmediately.Forseriouscomplaints,notifyaSeniorManager.

d）GeneralGuestcontact

ThemajorityofFrontOfficeStaffwillbeincontactwithhotelguestsregularly.Alwaysgreettheguestfirstusingtheirnamewheneverpossible.Neverignoreaguestandneverpassaguestwithoutacknowledgingthem.

PROCEDURES:

（CONTINUED）

e）Guestrequestandinquiryhandling

Manyguestswillstopthefirsthotelstaffmembertheyseeiftheyhavearequestsorinquiry.Otherguestswilldirecttheirrequests,etc.totheappropriatedepartment.Nomatterwhichsituationseventuate,alwaysbeinterested,listentotheguest’srequestorinquiryandofpossible,accommodatethatrequest.Shouldyoubeunabletohelp,explainthesituationtotheguestandthenpolitelyescortthemtoamemberofthestaffwhocanhelp.Alwaysbecourteousandhelpful.

f）Checking-inandchecking-outguests

Forallguestschecking-inasstatedinb）,DoormanandportersmustwelcomethemsincerelytotheSheratonFiji,andescortthemtotheFrontDesk,allowingthemtowalkinfront.OnarrivalattheReception,introducetheReceptionisttotheguest.Receptionistwillgreettheguestwithabigsmileandwillsay“itisapleasuretohaveyoustaywithusMr.andMrs.Jones.”Duringcheck-in,maintaineyecontactatalltimes.Donotlookdownatthecomputerwhilespeakingtotheguest.Thereisnoneed!

Forguestcheck-out,maintaineyecontact,anddonotappearuninterested.Sayfarewelltotheguestwarmlyandwishthemasafetrip.RequestthemtoreturntotheSheratonFiji.

g）Guestfarewellhandling

Itisextremelyimportantthatallstaff,whenincontactwithguestsdepartingthehotel,wishthemawarmfarewellandasafetriphome.FrontOfficecashier,PortersandDoormanmustefficientlyandcourteouslyassisttheguestwiththeircheck-out,andaskthemtoreturntothehotelontheirnextholiday.Showgueststhatyoucare……

PROCEDURE:

（continued）

h）Elderlyandhandicappedguestcontact

Whendealingwithelderlyandhandicappedguests,takeextracare.Assistthemwheneverrequiredandcheckonthemonaregularbasis.

STANDARDSANDPROCEDURES

DEPARTMENT:

JOBCATEGORY:

UNIFORMSERVICESSENIORPORTER

HEAD:

G.M.APPROVAL:

DATE:

TASK:

ATTENDSHERATONGUESTSATISFACTIONSYSTEMTRAINING

STANDARD:

EVERYNEWEMPLOYEEWILLATTENDTHEFOURSHERATONGUESTSATISFACTIONSYSTEMWITHINTWOMONTHSOFCOMMENCEMENTOFEMPLOYENT.

PROCEDURE:

1.THENEWEMPLOYEEWILLASCERTAIN,FROMTHEHOUSEKEEPINGSUPERVISOR,THEDATE,TIMEANDVENUEFOREACHS.G.S.S.STANDARD.

2.THENEWEMPLOYEEWILLCOMPULSORILYATTEND,COMPLETETHEFOURSTANDARDS.

3.THENEWEMPLOYEEWILLUSETHEKNOWLEDGEGAINEDTHROUGHATTENDANCETOIMPROVEATTITUDES,ANDINCO-OPERATIONWITHWENIORPORTERTHEOTHERHOTELEM