第1页共15页编号：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1页共15页HOTELORIENTATIONANDFRONTOFFICEALLALLHOTELORIENTATION………………………………………………………………3FRONTOFFICEALLDEPARTMENTORIENTATION………………………………………………………4ALLFRONTOFFICESTAFFGUESTRELATIONSSKILLS…………………………………………………………7UNIFORMSERVICESSENIORPORTERATTENDSHERATONGUESTSATISFACTIONSYSTEMTRAINING……………………………………………………………………………11ALLALLMAINTAININGAPROFESSIONALAPPEARANCE………………………………12第2页共15页第1页共15页编号：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2页共15页GENERALFORALLJOBCATEGORIESTASKSWINNERHOTELORIENTATIONSHERATONALICESPRINGSDEPARTMENTORIENTATIONSHERATONFIJIRESORTGUESTRELATIONSSKILLSSHERATONFIJIRESORTATTENDSHERATONGUESTSATISFACTIONSYSTEMTRAININGSHERATONALICESPRINGSMAINTAININGAPROFESSIONALAPPEARANCESHERATONROYALORCHID第3页共15页第2页共15页编号：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3页共15页STANDARDSANDPROCEDURESDEPARTMENT:ALLJOBCATEGORY:ALLHEAD:G.M.APPROVAL:DATE:TASK:HOTELORIENTATIONSTANDARD:EVERYEMPLOYEEWILLATTENDAGENERALHOTELORIENTATIONWITHINSEVENDAYSOFCOMMENCEMENT,CONDUCTEDBYTHETRAININGMANAGER.PROCEDURE:1.THENEWEMPLOYEEWILLASCERTAIN,FROMTHEHOUSEKEEPINGSUPERVISOR,THEDATE,TIME,ANDVENUEFORTHEGENERALORIENTATION.2.THENEWEMPLOYEEWILLCOMPULSORILYATTENDTHEORIENTATION3.THENEWEMPLOYEEWILLUSETHEKNOWLEDGEGAINEDATTHEORIENTATIONINTHEASSISTINGOFGUESTSANDIMPROVEMENTOFATTITUDE.第4页共15页第3页共15页编号：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4页共15页STANDARDSANDPROCEDURESDEPARTMENT:FRONTOFFICEJOBCATEGORY:ALLHEAD:FRONTOFFICEMANAGERG.M.APPROVAL:DATE:TASK:HOTELORIENTATIONSTANDARD:ALLFRONTOFFICESTAFFWILLBEFAMILIARWITHTHEFUNCTIONOFTHEFRONTOFFICE,ANDTHEIRPARTICULARROLEWITHINIT.THEYWILLKNOWANDWORKWITHINTHERULESANDREGULATIONSOFTHEFRONTOFFICE,ANDSTRICTLYABIDEBYTHEM.PROCEDURE:1.IntroductionontheroleoftheFrontofficedepartmentintheSheratonFijiResort,coveringallaspectsofguestrelations,services,andinparticularthestandardsoftheaboverequired,onebyoneinterviewswithgroupfeedbackwillaccompanythis.2.Rundownonthetrainingscheduleforeachemployeeandwhatthetraininginvolves,plustheimportanceofeachemployeegiving100%whenattendingtrainingsession.3.TheFrontOfficestructureandstrictlineofcommandwillbebriefeduponwiththeaidoftheorganizationchart.Theimportanceofadheringtothislineofcommandwillbeheavilystressed.4.ThefiveprincipleinternalFrontOfficeDepartmentsi.e.Reception,Reservations,P.A.B.X.,ConciergeandBellDeskwilleachbediscussedwithreferenceto“TheImportanceofInter-DepartmentRelations.”第5页共15页第4页共15页编号：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5页共15页ThemanytasksoftheFrontOfficethatrequireinputfrommorethanoneFrontOfficeareawillbediscussed.PROCEDURES:(continued)5.RulesandregulationswillbeissuedinahandoutCoveringtheFrontOfficeoperation.Theimportanceofabidingbytherulesandregulationswillalsobestressed.6.AllstaffwillbegivenatourofthepropertyincludingFrontOfficeandwillreceiveabriefingonoutlets,servicesofferedetc.7.AllStaffwillbeinformedofthepersonnelfunctionsoftheFrontOfficeDepartmenti.e.:-a)Whohiresemployees?b)Whoconductsorientationofnewemployees?c)Complaintprocedure.d)Whoconductsongoingtraining?e)Departmentmeetingprocedure.f)Disciplinaryactionprocedure.FRONTOFFICEDEPARTMENTRULESAND...
VIP
