喜達(dá)屋酒店及度假村 客戶服務(wù)培訓(xùn)工作簿（英）P96

1、Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.1ObjectiveIn this training mo

2、dule, you will learn: Door service, greetings, and duties Valet services and duties Parking and retrieving vehicles Service Express Luggage Duties and posting positions Rooming the guest Checking and storing luggage Lost luggage procedures Handling guest package, flower, and gift deliveries Guest de

3、parture procedures Miscellaneous duties.Performance ExpectationTo be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer.Additional Resources Westin Brand Standards Manual HotelEXPERT Users ManualTimingFirst two weeks of trainingW

4、hy I Need to Know ThisThe Service Express Ambassador performs a vital role in the overall success of the hotel. Two of the primary responsibilities are greeting guests in a welcoming manner and assisting them with the movement of their luggage.The Service Express Ambassador is a highly visible sourc

5、e of the information for guests. The Service Express Ambassador must be knowledgeable about the hotel and its operation and also should also be aware of the current events and activities in and around the city. The Service Express Ambassador is a valuable salesperson for the hotel. Guests develop th

6、eir first and last impressions about the hotel and its service through the Service Express Staff.Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and prop

7、rietary information of Starwood Hotels & Resorts Worldwide, Inc.2SERVICESERVICESERVICE EXPRESSEXPRESSEXPRESS DOORDOORDOOR SERVICESSERVICESSERVICESGREETING SED 1 01/01/02The Door Ambassador plays a vital role in the success of the hotel. The primary responsibilities of the Door Ambassador are gre

8、eting arriving and departing guests and assisting with their luggage. The Door Ambassadors are often the source of the initial and final impression the guest receives, and therefore remain a lasting symbol for the hotel.STANDARDAll guests arriving through the hotels front entrance will be appropriat

9、ely greeted with eye contact and a smile when a guest is 10 steps away. The Ambassador also will greet the guest when they are within five steps by stating “Welcome to the Westin Diplomat Resort & Spa”. This is also referred to as the 10/5 rule.PROCEDURE 1.If known, the Door Ambassador will use

10、the guests name. “Welcome to the Westin Diplomat Resort & Spa Mr. Smith2.The Ambassador will attempt to obtain the guests name by looking at the guests luggage tags. If it is not obvious if the guest is checking in, the Door Ambassador will ask the guest if he/she is checking in.“Welcome to The

11、Westin Diplomat Resort & Spa. May I have your last name please?” “Great, thank you Mr. Smith. My name is John. It is our pleasure to welcome you to our resort.”3.The Ambassador will direct all arriving guests to the Front Desk for assistance. If it is known which Service Express Ambassador will

12、assist the guest, the Service Express Ambassador will be called by name. An example would be, “Mr. Jones, the Front Desk is around to the right, Mary will be happy to assist you.”Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Tr

13、aining & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.34.Using the ARRIVAL PROCESS with each and every guest encounter will ensure that we are providing the highest level of service for our guests. The Do

14、or Ambassador will consistently perform the following services: Open the door of all arriving vehicles. Acknowledge The Guest - Ambassador will Establish Eye Contact, SMILE, Use the Guests Name, and offer an appropriate hospitality greeting, and converse with the guest while opening the doors and un

15、loading their luggage. Welcome guests to the hotel or resort with a friendly greeting and warm smile: “Good afternoon, and Welcome to The Westin Diplomat Resort & Spa.” Recognize Starwood Preferred Guest Ambassador will Recognize Starwood Preferred Guest Level, and Welcome them back. Determine G

16、uests intent. Promptly handle guests requests, (Ex. load or unload luggage, etc.). Always use the guests name, if available from the luggage tags. Learn repeat and long term guests names, using them consistently Explain the choice of parking options. Provide directions to the registration area and o

17、ffer luggage assistance. Obtain taxis for guests and visitors. Open entrance doors. Coordinate with the appropriate hotel staff for the transportation of the guests luggage to the lobby or guestroom. Offer directions to various sites, attractions, districts, etc. In inclement weather, assist guests

18、with an open umbrella as guests walk from the entryway to a vehicle or vice-versa. Offer Westin Umbrellas when necessary. Leaving a Lasting Impression is the final opportunity to truly impress the guest. Before ending an encounter with a guest always go that extra step that will make them feel comfo

19、rtable and invite them to contact Service Express for any of their needs.Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of S

20、tarwood Hotels & Resorts Worldwide, Inc.4BENEFITTo consistently achieve Westin Standards and to exceed our Guests Expectations.RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door AttendantsREFERENCES & ADDITIONAL RESOURCES Service Express Door Attenda

21、nt Checklist, Arrival process Audit Sheet, Arrival VideoRooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels &a

22、mp; Resorts Worldwide, Inc.5MAINTAINING POST SED 2 01/01/02The Door Ambassador will maintain his/her post, unless he/she is performing a service for a guest. The Door Ambassador will take ownership of the front entrance area, and make certain that the entire area is kept clean and clear of debris an

23、d clutter.STANDARDDoor Ambassadors will assume the correct post location, Exercise proper posture; and maintain a clean area and be thoroughly familiar with current room availability, hotel Food & Beverage outlets, as well as daily hotel events and local area directions.PROCEDURE1. Assume the co

24、rrect post. Use the correct posture. Stand with your feet shoulder width a part, weight evenly distributed, back straight, head up, and hands clasped behind your back. Return to your post after giving service. Open the door for all arriving or departing guests.2.Use proper telephone courtesy (it is

25、recommended that the door station be restricted from receiving calls, to enhance the guests service experience). Answer the telephone (if applicable) within 3 rings with the standard greeting: “Good morning/afternoon/evening, Front Door. John speaking. How may I assist you Mr. Jones? (If name displa

26、y is available)”3. Keep your area clean. Inspect your area continuously. The work area will remain free of trash and stains at all times. Keep a broom and dustpan in a discreet area to can clean up debris immediately. Call Housekeeping or Engineering for maintenance as needed.4.Keep abreast of hotel

27、 information. Always be aware of current room availability as you may have walk-in requests. Know the hotel outlet locations and hours of operation. Know the daily events in the hotel. Answer requests for directions verbally or with an area map.Rooms and Related Service ExpressSED Service Express Do

28、orSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.6BENEFITTo consistently achieve Westin Standards and to exceed our Guests Expectatio

29、ns.RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door AttendantsREFERENCES & ADDITIONAL RESOURCESService Express Door Attendant Checklist, Arrival process Audit Sheet, Arrival Video Rooms and Related Service ExpressSED Service Express DoorSEV Service Exp

30、ress ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.7TRAFFIC CONTROL/HAILING TAXI CABS SED 3 01/01/02STANDARDAmbassadors will direct vehicles to the curb

31、, keep traffic lanes clear, and call cabs for guest and patron use. Use a whistle or cab light when calling a cab. A cab light is recommended to reduce the noise from the hotel. Cab drivers will not enter the lobby or congregate at the front door for any reasons. If a situation occurs with a particu

32、lar cab drive or company that is not a Westin Standard it will be addressed immediately. PROCEDURE1.Direct vehicles to the curb. Vehicles will stop within 12” of curb, and as close as possible to the entry doors.2.Keep lanes clear. No unattended car will be left in the work area for more than five m

33、inutes. All taxis, tour buses must remain in designated areas, parked away from the front door, unless loading or unloading guests. Never allow a car to park without approval and without securing the keys.3. Call taxis. Use the whistle or light provided when no taxis are in the taxi line. Call taxis

34、 in order of their position (first up, second up). When the cab arrives, ask the guest where he/she is going, open and close the door for the guest, and give the driver the destination. Monitor taxis and taxi drivers appearance to improve quality and safety for guests. Establish flat rates for depar

35、ting guests to frequent destinations. Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldw

36、ide, Inc.8BENEFITTo consistently achieve Westin Standards and to exceed our Guests Expectations.RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door AttendantsREFERENCES & ADDITIONAL RESOURCESService Express Door Attendant Checklist, Arrival process Audit

37、Sheet, Arrival VideoRooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.9EXPLAINI

38、NG PARKING FACILITIES AND OPTIONS SED 4 01/01/02The parking status of guests must be determined and guests are properly advised on procedures and costs. STANDARDThe Service Express Door Ambassadors will offer to explain the parking options available to guest. Accurate information must be stated clea

39、rly to guests. Pertinent information on vehicles being valet parked is recorded legibly. All vehicles held at door must have a valet ticket. Door Ambassador monitors the number of cars held at the door. The drive will remain uncongested. Assistant Manager contacted when service opportunities arise.

40、Always remember guests names.Five-part ticket:1 for mirror in car.1 to guest.1 to Garage Desk.1 to Front Desk.1 on Keys to remain with ValetIf guest has lost the ticket, verify name on valet parking list.PROCEDURE1.Determine if guest in arriving vehicle is: Currently staying at the hotel. Checking i

41、nto the hotel Attending a meeting or banquet activity. Using dining facilities. Here to visit an office.2.Advise guest of appropriate parking procedure involved for hotel guest/visitor.3.Inform guest of any detailed instructions on: Valet parking Self-parking Validation of claim tickets Short-term/l

42、ong term parking locations Vehicle retrieval Parking charges Signed for valet if neededRooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary in

43、formation of Starwood Hotels & Resorts Worldwide, Inc.104.Assist the Valet Parkers by obtaining the following information: Vehicle claim ticket number. Guest name. License plate number and make of car. Obtain keys and move vehicle to proper position or signal for a valet. If guest requests car t

44、o be held at door, issue valet ticket and obtain keys.Cars are not held on the drive in an overflow situation, alert Assistant Manager if Valet Company and Door Ambassador disagree.5.If checking in to the Hotel: Say, “Welcome to the Westin Diplomat Resort & Spa.” Ask if valet or self-parking; ex

45、plain the difference between the two and cost of valet parking If valet, write valet ticket and explain how to retrieve press Service Express button on phone in room and give valet ticket number to Service Express Ambassador. If self-parking, explain where to go6. Ask if you can offer luggage assist

46、ance. If yes, assist and give one ticket for every piece of luggage, direct to Front Desk. If no, direct to Front Desk. Say “Please, Enjoy your stay.” 7.If currently staying in Hotel: Say, “Welcome back.” (Identify returning guests by ticket on mirror). Make sure they have copy of their valet ticket

47、. Make sure theyve left keys in car. Turn car over to Valet.8.If coming for banquet, dinner, or to visit: Greet guest. Inquire if theyre staying, and since they are not, explain how to self-park.Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Lug

48、gage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.11BENEFITTo consistently achieve Westin Standards and to exceed our Guests Expectations.RESPONSIBILTY Service Express Manager Service

49、Express Assistant Manager Service Express Door AttendantsREFERENCES & ADDITIONAL RESOURCESService Express Door Attendant Checklist, Arrival process Audit Sheet, Arrival VideoRooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Tra

50、ining & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.12REMOVE & TAG LUGGAGE SED 5 01/01/02Service Express Door Ambassadors will remove a guests luggage from the vehicle they have arrived in, in a prom

51、pt and courteous manner. Assisting a guest with their luggage is one of the first impressions a guest will receive upon arrival to the resort. STANDARDService Express Door Ambassador will use the ARRIVAL PROCESS with each and every guest encounter to ensure that we are providing the highest level of

52、 service when creating the PERFECT ARRIVAL EXPERIENCE. Acknowledge the guest, Establish Eye Contact, SMILE, Use the Guests Name, Offer Appropriate Hospitality Greeting, Welcoming guest to The Westin Diplomat Resort & Spa. Assist guests with luggage removal from all vehicles promptly. All guest l

53、uggage must be verified with guest. No luggage left remaining in vehicles. Luggage counted accurately. Luggage tags filled out legibly with correct information. Luggage is not left unattended. Door Ambassador ensure that safety and safekeeping of guests luggage. All luggage must be taken from the do

54、or to the Front Desk area within two minutes. PROCEDURE1.Assist guest in removing luggage from the vehicle. If necessary, use the car key to open the trunk of the vehicle. Do not wait to be asked for assistance. Use proper safety techniques when lifting and removing luggage. When removing luggage fr

55、om any vehicle, verify with guest that you have removed all luggage. Place the luggage together or onto a luggage cart, as necessary. Count the pieces of luggage. Look for names on the luggage to properly address guest.2.Service Express Ambassadors made aware of owners of the luggage. Fill out lugga

56、ge tags with:Number of pieces.Guest name.Your initials on front right top corner. Inform the Service Express Ambassador:Which luggage belongs to which guest?Guests name.Never allow guests luggage to sit at the door.Rooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL

57、 Service Express Luggage_New Hire Training & Certification, January 2002 EditionCopyrighted, confidential and proprietary information of Starwood Hotels & Resorts Worldwide, Inc.133.For guests with Golf Bags Determine if the Guests will be golfing at the Diplomat Country ClubYes Ask the gues

58、t if they would like their clubs to be waiting for them at the Country Club. Tag the Golf bag and have it delivered on the Shuttle to the Diplomat Country Club.No Tag the Golf bag, and store it in the racks in the luggage storage.Remember when tagging a golf bag, to write GOLF BAG on guest portion o

59、f ticket for easy retrieval4.Tie the master tag to the largest piece of luggage or a piece of luggage clearly visible on Luggage Cart. Present claim stub to guest.5.Provide clear direction to Front Desk.6.Instruct guest to hand luggage tag to the Front Desk Ambassador.Do not place luggage stickers o

60、n leather luggage.BENEFITTo consistently achieve Westin Standards and to exceed our Guests Expectations.RESPONSIBILTY Service Express Manager Service Express Assistant Manager Service Express Door AttendantsREFERENCES & ADDITIONAL RESOURCESService Express Door Attendant Checklist, Arrival process Audit Sheet, Arrival VideoRooms and Related Service ExpressSED Service Express DoorSEV Service Express ValetSEL Service Express Luggage_New Hire Training