國際酒店前廳禮儀培訓.HOTEL ORIENTATION(英文)

1、PROCEDURE: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.Run down on the training schedule for

2、each employee and what the training involves, plus the importance of each employee giving 100% when attending training session.The Front Office structure and strict line of command will be briefed upon with the aid of the organization chart. The importance of adhering to this line of command will be

3、 heavily stressed.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 Office that require input from more than one Fron

4、t Office area will be discussed.(continued)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.All staff will be given a tour of the property including Front Office and will receive a brie

5、fing on outlets, services offered etc.All Staff will be informed of the personnel functions of the Front Office Department i.e.:-Who hires employees?Who conducts orientation of new employees?Complaint procedure.Who conducts ongoing training?Department meeting procedure.Disciplinary action procedure.

6、The Front Office manager and all other Senior Department Heads will be addressed as Mr.orMrs.All Front Office Staff will wear their correct uniform at all times and ensure it is in good condition.All Front Office Staff will be punctual for work without exception.All Staff will work the hours specifi

7、ed and shifts allocated on the roster without question.All Staff will respect and obey their Supervisors at all times and will respect and co-operate with their peers.All Staff will carry out their jobs to the Departmental Standards required and ensure this is done with an efficient friendly attitud

8、e.Front Office will co-operate with all other Hotel Departments at all times.(continued)All Staff will abide by the rules governing sick leave procedure and annual leave procedure.All Staff will thoroughly know all relevant hotel emergency and safety procedures.All Front Office Staff will remember t

9、he “Guest is our Business” and carry out their work accordingly.All Staff of the Front Office will speak English at all times whether speaking to fellow employees or not.PROCEDURE:Front office staff are trained in the various guest relations skills required for the execution of their daily duties. S

10、kills covered are related to the following day to day situations:-Answering of telephones.Greeting of guest.Complaint handling.General guest contact.Guest request and inquiry handling.Checking-in and checking-out guests.Guest farewell handling.Elderly and handicapped guest contact.Utilisation of gue

11、st relation skills in the above situations are outlined below:-Answering of telephonesA 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

12、 may I help you?” 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

13、and keep a smile 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 rel

14、ation skills 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 po

15、ssible.Complaint handlingMany Front Office Staff will face a guest complaint at some stage. Skills to remember are; always first liaison to the complaint, and be concerned no matter light the complaint is. If the complaint is the hotels fault, apologize sincerely to the guest and rectify the problem

16、 immediately if possible. Even if the complaint is not the hotels fault, apologise to the guest and explain that it is not the fault of the hotel and then try to rectify the complaint immediately. For serious complaints, notify a Senior Manager.General Guest contactThe majority of Front Office Staff

17、 will be in contact with hotel guests regularly. Always greet the guest first using their name whenever possible. Never ignore a guest and never pass a guest without acknowledging them.PROCEDURES: (CONTINUED)Guest request and inquiry handlingMany guests will stop the first hotel staff member they se

18、e if they have a requests or inquiry. Other guests will direct their requests,etc. to the appropriate department. No matter which situations eventuate, always be interested, listen to the guests request or inquiry and of possible, accommodate that request. Should you be unable to help, explain the s

19、ituation to the guest and then politely escort them to a member of the staff who can help. Always be courteous and helpful.Checking-in and checking-out guestsFor all guests checking-in as stated in b), Doorman and porters must welcome them sincerely to the Sheraton Fiji, and escort them to the Front

20、 Desk, allowing them to walk in front. On arrival at the Reception, introduce the Receptionist to the guest. Receptionist will greet the guest with a big smile and will say “it is a pleasure to have you stay with us Mr. and Mrs. Jones.” During check-in, maintain eye contact at all times. Do not look

21、 down at the computer while speaking to the guest. There is no need!For guest check-out, maintain eye contact, and do not appear uninterested. Say farewell to the guest warmly and wish them a safe trip. Request them to return to the Sheraton Fiji.Guest farewell handlingIt is extremely important that

22、 all staff, when in contact with guests departing the hotel, wish them a warm farewell and a safe trip home. Front Office cashier, Porters and Doorman must efficiently and courteously assist the guest with their check-out, and ask them to return to the hotel on their next holiday. Show guests that y

23、ou carePROCEDURE: (continued)Elderly and handicapped guest contactWhen dealing with elderly and handicapped guests, take extra care. Assist them whenever required and check on them on a regular basis.PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPING SUPERVISOR, THE DATE, TIME AND V

24、ENUE FOR EACH S.G.S.S. STANDARD.2. THE NEW EMPLOYEE WILL COMPULSORILY ATTEND, COMPLETE THE FOUR STANDARDS.THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED THROUGH ATTENDANCE TO IMPROVE ATTITUDES, AND IN CO-OPERATION WITH WENIOR PORTER THE OTHER HOTEL EMPLOYEES, CREATE A BETTER GUEST EXPERIENCE.PROCEDU

25、RE:A. Cleanliness of the BodyTake a bath frequently.Apply deodorant.Avoid using too much perfume or talcum.B. PostureAlways hold the body erect, with straight head and shoulders. Do not run or lean on pillars, chairs, tables, walls or service stations. Stand at assigned station in an attentive and r

26、eceptive manner.C. SkinKeep it clean and clear, wash often, drink plenty of water and obtain enough sleep and exercise. If it is too dry, apply skin cream.D. Hands and NailsWash hands after leaving the toilet and washroom. Keep fingernails short and clean. Do not water bright or dazzling nail polish

27、.PROCEDURES: (continued)E. HairKeep hair neat, glossy, healthy-looking, and free from dandruff, choose a hairstyle that suits the face, and shampoo hair every other day. Female staffs are not encouraged to keep more than shoulder-length hair, as long hair tends to appear messy and unhygienic. Those

28、having long hair must have it tied up neatly. Do not apply ribbons of various bright colours.F. TeethBrush teeth as often as possible, and rinse the mouth constantly. If wearing dentures, remember to have them on when on duty.G. EarsAvoid wearing colorful and fanciful plastic earrings since they wil

29、l not suit the hotel uniforms.H. FeetKeep your feet clean and toe nails trimmed. Foot powder is recommended if the feet smell.I. ShoesWear only correct-sized shoes and there should be enough room for the feet to move. Female should avoid wearing very high-heeled shoes. Black-colored and well-polishe

30、d shoes are required for all service personnel.J. Stockings/SocksWear only black socks (Male) and skin-colored stockings if necessary (Female) without any colorful or decorative strips.PROCEDURES: (continued)K.UniformsWear only clean and well-pressed uniforms that are free of stains. The uniform should fit comfortably with matching buttons. Collars