威斯汀-顾客关系手册

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1、RoomsandRelated–ServiceExpressSED–ServiceExpressDoorSEV–ServiceExpressValetSEL–ServiceExpressLuggageObjectiveInthistrainingmodule,youwilllearn:ØDoorservice,greetings,anddutiesØValetservicesanddutiesØParkingandretrievingvehiclesØServiceExpressLuggageDutiesandpostingpositions

2、ØRoomingtheguestØCheckingandstoringluggageØLostluggageproceduresØHandlingguestpackage,flower,andgiftdeliveriesØGuestdepartureproceduresØMiscellaneousduties.PerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsnotedabovetoy

3、ourtrainer.AdditionalResources·WestinBrandStandardsManual·HotelEXPERTUsersManualTimingFirsttwoweeksoftrainingWhyINeedtoKnowThisTheServiceExpressAmbassadorperformsavitalroleintheoverallsuccessofthehotel.Twooftheprimaryresponsibilitiesaregreetingguestsinawelcomingmannerandass

4、istingthemwiththemovementoftheirluggage.TheServiceExpressAmbassadorisahighlyvisiblesourceoftheinformationforguests.TheServiceExpressAmbassadormustbeknowledgeableaboutthehotelanditsoperationandalsoshouldalsobeawareofthecurrenteventsandactivitiesinandaroundthecity.TheServiceE

5、xpressAmbassadorisavaluable_____________________________________________________________________________________________NewHireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformationofStarwoodHotels&ResortsWorldwide,Inc.115RoomsandRelated–

6、ServiceExpressSED–ServiceExpressDoorSEV–ServiceExpressValetSEL–ServiceExpressLuggagesalespersonforthehotel.GuestsdeveloptheirfirstandlastimpressionsaboutthehotelanditsservicethroughtheServiceExpressStaff.SERVICEEXPRESSDOORSERVICESGREETINGSED1–01/01/02TheDoorAmbassadorplaysa

7、vitalroleinthesuccessofthehotel.TheprimaryresponsibilitiesoftheDoorAmbassadoraregreetingarrivinganddepartingguestsandassistingwiththeirluggage.TheDoorAmbassadorsareoftenthesourceoftheinitialandfinalimpressiontheguestreceives,andthereforeremainalastingsymbolforthehotel.STAND

8、ARDAllguestsarrivingthroughthehotel’sfrontentrancewillbeappropriatelygreetedwithey