商务礼仪国际酒店前厅礼仪培训HOTEL ORIENTATION英文.docx
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商务礼仪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:
EVERYEMPLOYEEWILLATTENDAGENERALHOTELORIENTATIONWITHINSEVENDAYSOFMENCEMENT,CONDUCTEDBYTHETRAININGMANAGER.
PROCEDURE:
1.THENEWEMPLOYEEWILLASCERTAIN,FROMTHEHOUSEKEEPING
SUPERVISOR,THEDATE,TIME,ANDVENUEFORTHEGENERAL
ORIENTATION.
2.THENEWEMPLOYEEWILLPULSORILYATTENDTHEORIENTATION
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,onebyoneinterviewswithgroupfeedbackwillacpanythis.
2.Rundownonthetrainingscheduleforeachemployeeandwhatthetraininginvolves,plustheimportanceofeachemployeegiving100%whenattendingtrainingsession.
3.TheFrontOfficestructureandstrictlineofmandwillbebriefeduponwiththeaidoftheorganizationchart.Theimportanceofadheringtothislineofmandwillbeheavilystressed.
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）plaintprocedure.
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）plainthandling.
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.Rememberalwaystogreetanyguestyoueintocontactwith.Iftheguesthasjustarrivedatthehotel,welethemwarmlytotheSheratonFijiResort.Iftheguestismorning/afternoon/evening.Useguests’namewheneverpossible.
c）plainthandling
ManyFrontOfficeStaffwillfaceaguestplaintatsomestage.Skillstorememberare;alwaysfirstliaisontotheplaint,andbeconcernednomatterlighttheplaintis.Iftheplaintisthehotel’sfault,apologizesincerelytotheguestandrectifytheproblemimmediatelyifpossible.Eveniftheplaintisnotthehotel’sfault,apologisetotheguestandexplainthatitisnotthefaultofthehotelandthentrytorectifytheplaintimmediately.Forseriousplaints,notifyaSeniorManager.
d）GeneralGuestcontact
ThemajorityofFrontOfficeStaffwillbeincontactwithhotelguestsregularly.Alwaysgreettheguestfirstusingtheirnamewheneverpossible.Neverignoreaguestandneverpassaguestwithoutacknowledgingthem.
PROCEDURES:
（CONTINUED）
e）Guestrequestandinquiryhandling
Manyguestswillstopthefirsthotelstaffmembertheyseeiftheyhavearequestsorinquiry.Otherguestswilldirecttheirrequests,etc.totheappropriatedepartment.Nomatterwhichsituationseventuate,alwaysbeinterested,listentotheguest’srequestorinquiryandofpossible,acmodatethatrequest.Shouldyoubeunabletohelp,explainthesituationtotheguestandthenpolitelyescortthemtoamemberofthestaffwhocanhelp.Alwaysbecourteousandhelpful.
f）Checking-inandchecking-outguests
Forallguestschecking-inasstatedinb）,DoormanandportersmustwelethemsincerelytotheSheratonFiji,andescortthemtotheFrontDesk,allowingthemtowalkinfront.OnarrivalattheReception,introducetheReceptionisttotheguest.Receptionistwillgreettheguestwithabigsmileandwillsay“itisapleasuretohaveyoustaywithusMr.andMrs.Jones.”Duringcheck-in,maintaineyecontactatalltimes.Donotlookdownattheputerwhilespeakingtotheguest.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:
EVERYNEWEMPLOYEEWILLATTENDTHEFOURSHERATONGUESTSATISFACTIONSYSTEMWITHINTWOMONTHSOFMENCEMENTOFEMPLOYENT.
PROCEDURE:
1.THENEWEMPLOYEEWILLASCERTAIN,FROMTHEHOUSEKEEPINGSUPERVISOR,THEDATE,TIMEANDVENUEFOREACHS.G.S.S.STANDARD.
2.THENEWEMPLOYEEWILLPULSORILYATTEND,PLETETHEFOURSTANDARDS.
3.THENEWEMPLOYEEWILLUSETHEKNOWLEDGEGAINEDTHROUGHATTENDANCETOIMPROVEATTITUDES,ANDINCO-OPERATIONWITHWENIORPORTERTHEOTHERHOTELEMPLOYEES,CREATEABETTERGUESTEXPERIENCE.
STANDARDSANDPROCEDURES
DEPARTMENT:
ALLJOBCATEGORY:
ALL
H
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