Front_Office_Training

《Front_Office_Training》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、1.1FrontOfficeDepartmentGoalThegoalofeveryFrontOfficeistodeliverthehighestpossiblequalityofcustomerservice,andatthesametimemaximizeonthesaleofroomandrate.FrontOfficeDepartmentEverymemberofthedepartmentsFrontlinehasupto100customercontactsperday,100possibilitiestogiveourcusto

2、merthathighqualityofservicehe/sheexpectsfromaKempinskiHotelFrontOffice.SummaryoftheProgramTheTrainer'sGoalsTrainingistwowayprocessThereisnosuchthingasastupidquestionIfyouhaveabetterwaylestusknowaboutitWorkasateamHavefun&trythingsoutTheLinkTRAINERSmoothenjoyablestartGivesthe

3、jobknowledgeTRAINEE►Hasfunandfeelsateasewiththetraining►TriesthingsoutforhimselfandlearnsjobTogetherwework&trainasateamWhatareasdoyouthinkwewillcoverinthistraining?OurDepartmentTheCustomerThesystemsthatgetyourjobdoneTheProceduresthatmakeupthosesystemsThelinkoftheindividuala

4、reaswithintheFrontOfficeWhyisimportantthatwetrainyou?ThecustomerexpectsitYouexpectitThecompanyexpectsitWhatdoeseffectivetrainingachieve?ItpreparesustodoourjobItensuresthatdepartmentstandardsaremaintainedIthelpskeepourpromisetothecustomerItkeepsourdepartmentonlinewiththerest

5、ofthehotelIthelpstodevelopyouHowarewegoingtogetyoutheTraineethroughtheobjectiveswehavesetAcommitmenttotrainingAstructuredtrainingPlanCourseBreakdownbyDayWhatdepartmentslinkuptomakeFOFrontDesk&CashieringGuestRelationConcierge&GuestServiceTelephoneOperatorExecutiveClubFloorLi

6、mousineServiceBusinessCenterFrontOfficeManagementOrganisationChartConciergeReceptionGuestRelation&ExecutiveFloorTelephoneOperatorWhatisaJobDescription?JobDescriptionJOBTITLEDEPARTMENTGRADE/LEVELREPORTSTORESPONSIBLEFORREVIEWEDBYSCOPEDUTIES/RESPONSIBILITIESJobDescriptionJOBPR

7、OFILEEDUCATIONEXPERIENCECOMPETENCIESMANAGEMENT/LEADERSHIPTASKACHIEVEMENTRELATIONSHIPTECHNICALCOMPETENCIESINDIVIDUALCHARACTERISTICSOTHERSKILLS(LANGUAGE,COMPUTERS,…)Howdowecovertheaboveareasonacompanylevel?Policies(alldepartmentsintheHotel)TheFrontOfficeProceduresManualSOPWha

8、tareasdoyouthinkwewillbecoveringinthetrainingsession?SYSTEMSPOLICY&PROCEDURESSTAND