威斯汀宾客服务培训手册

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

2、itionsØRoomingtheguestØCheckingandstoringluggageØLostluggageproceduresØHandlingguestpackage,flower,andgiftdeliveriesØGuestdepartureproceduresØMiscellaneousduties.PerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsn

3、otedabovetoyourtrainer.AdditionalResources·WestinBrandStandardsManual·HotelEXPERTUsersManualTimingFirsttwoweeksoftrainingWhyINeedtoKnowThisTheServiceExpressAmbassadorperformsavitalroleintheoverallsuccessofthehotel.Twooftheprimaryresponsibilitiesaregreetingguestsinawel

4、comingmannerandassistingthemwiththemovementoftheirluggage.TheServiceExpressAmbassadorisahighlyvisiblesourceoftheinformationforguests.TheServiceExpressAmbassadormustbeknowledgeableaboutthehotelanditsoperationandalsoshouldalsobeawareofthecurrenteventsandactivitiesinanda

5、roundthecity.TheServiceExpressAmbassadorisavaluable_____________________________________________________________________________________________NewHireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformationofStarwoodHotels&ResortsWor

6、ldwide,Inc.115RoomsandRelated–ServiceExpressSED–ServiceExpressDoorSEV–ServiceExpressValetSEL–ServiceExpressLuggagesalespersonforthehotel.GuestsdeveloptheirfirstandlastimpressionsaboutthehotelanditsservicethroughtheServiceExpressStaff.SERVICEEXPRESSDOORSERVICESGREETING

7、SED1–01/01/02TheDoorAmbassadorplaysavitalroleinthesuccessofthehotel.TheprimaryresponsibilitiesoftheDoorAmbassadoraregreetingarrivinganddepartingguestsandassistingwiththeirluggage.TheDoorAmbassadorsareoftenthesourceoftheinitialandfinalimpressiontheguestreceives,andther

8、eforeremainalastingsymbolforthehotel.STANDARDAllguestsarrivingthroughthehotel’sfrontentrancewillbeappropriatelygreetedwithey