国际酒店财务早例会培训资料.doc

Savvy Service Daily Packet (Volume 1, Week 1, Monday)Week Starter: Inviting Sense of Arrival Key Points1. Inviting Sense of Arrival means feeling “welcome and special.”2. What guests see, feel, and hear when they arrive is what they will remember.3. Our goal is that “Our guests feel welcome anywhere, anytime”.LETS START THE WEEK!This week our training focus is “Inviting Sense of Arrival.” In the past, we talked about Inviting Sense of Arrival what it means and why its important. Who can remember some of the things we talked about? (Ensure key points are covered.)Who can share examples of things they have done or seen others do recently to make guests feel welcome?Our goal is: To make our guests feel welcome anywhere, anytime.This week, we will focus on Daily Basics that will tell us how we can create this feeling for every guest.One of the first things we need to do is to make a great first impression. So, lets talk about Basic #1.Basic #1: I Make Great First ImpressionsAsk someone to read Basic #1 (from the calendar): I Make Great First Impressions.There are many things that would result in a great first impression of our hotel, including:· Great presentation of me and my area.· Following “clean as you go” throughout the hotel.Today we will focus on: Great presentation of my area.Ask someone to share an experience about a place where the appearance made an impression.What did they first feel about the place?· Did the first impression influence their view of events that followed, or did it change their mind about doing business with them?· If your first impression was bad, were they able to change it? Volume 1, Week 1, Monday)If you make a great first impression, it lasts a long time. It is hard to recover from a bad first impression. Lets apply this to our hotel and our own area. We should make a great presentation of our area for our guests, our co-workers, and ourselves.Ask participants: how can we improve the presentation for our area?TODAYS RECAP· First impressions last a long time.· It is hard to recover from bad first impressions.LETS DO ITAsk each participant to identify one area in the department he/she will “own” for the remainder of the week.When you return to work ensure your areas presentation is great so our guests will feel welcome anywhere, anytime.Ask a volunteer to recap Basic #1 at tomorrows Daily Meeting.(Volume 1, Week 1, Tuesday)Daily Link: Inviting Sense of ArrivalTrainer Preparation: Be prepared to do the quick demonstration shown below:Key Points Recap:1. First impressions last a long time.2. It is very hard to recover from bad first impressions.This week we continue our focus on “Inviting Sense of Arrival.”Ask someone to read the Element and Goal from the Savvy Basics calendar. Yesterday we talked about what it means to create an “Inviting Sense of Arrival.” There are 5 daily Basics that support this Element. By practicing these Basics in our daily work, we can achieve the goal of “our guests feel welcome anywhere, anytime.” LETS REVIEWYesterdays Basic was #1: I Make Great First Impressions. Ask yesterdays volunteer to recap what we talked about yesterday or share a story about how he/she recently applied this Basic on the job. (Group listens ensure key points are covered.)When we pay attention to the special touches that guests notice when they first arrive, we create a great first impression. This starts us on the road to creating an Inviting Sense of Arrival and achieving our goal of “Our guests feel welcome anywhere, anytime.”Lets talk about todays Basic, and other ways we can provide an Inviting Sense of Arrival.Basic #2: I Use The 15/5 RuleAsk someone to read Basic #2: I Use The 15/5 Rule.Today we will focus on: Making eye contact and smiling.Even if we do not have any direct interaction with a guest, it is important that we acknowledge them throughout the hotel.How does it make you feel when you are walking through a store, business office, or other public place and you see an employee who looks down or looks away?(Volume 1, Week 1, Tuesday)HOW DO WE DO IT?Ask a volunteer to help with two quick demonstrations. The volunteer will be the guest, and you will be the associate. (Stand about 20 steps from volunteer.)Trainer: Do the following 2 demonstrations.1. Approach the guest. At about 15 steps, look down or look away avoid making eye contact with the “guest” and do smile as you walk by the “guest”.2. Approach the “guest”. At about 15 steps, look at the guest, make eye contact, and smile a warm genuine smile.Ask the “guest” how they felt? What did the rest of you see as you watched the demonstration?Although we did this demonstration with a guest, it really applies to everyone.TODAYS RECAPA smile is a universal gesture of hospitality. Your smile will convey warmth and friendliness. When a guest is 15 steps away, making eye contact and smiling sends a message that says “Welcome. Were glad youre here!” LETS DO ITInstruct each participant to practice the 15/5 rule with co-workers and guests throughout the day.Making eye contact and smiling every time you are within 15 steps of anyone creates an inviting environment.Ask a volunteer to recap Basic #2 at tomorrows Daily Meeting.(Volume 1, Week 1, Wednesday)Daily Link: Inviting Sense of ArrivalTrainer Preparation: Be prepared to do the quick demonstration.Key Points for Recap:1. At 15 steps, make eye contact and smile.2. A warm, genuine smile is never misunderstood.This weeks training focus has been on “Inviting Sense of Arrival.”Ask someone to recite the Goal for this Element.So far this week, weve talked about Basic #1: I Make Great First Impressions and Basic #2: I Use the 15/5 Rule.LETS REVIEWYesterdays Basic was #2: I Use the 15/5 Rule. Ask yesterdays volunteer to read Basic #2 and recap yesterdays discussion OR share a story about how you recently applied this Basic on the job. (Group listens ensure key points are covered.)If we dont acknowledge someones presence, we show a lack of respect. Making eye contact and smiling, wherever you encounter someone in the hotel, lets people know that YOU know they are there they feel an “Inviting Sense of Arrival” they feel welcome anywhere, anytime.”Lets talk about todays Basic, and other ways we can provide an Inviting Sense of Arrival.Basic #3: I Use Perfect Phone Etiquette“Crisp, Attentive Service for the Young-At-Heart” International VersionAsk someone to read Basic #3: I Use Perfect Phone Etiquette.Today we will focus on: Answering the phone with a smile.· Yesterday we learned how important it is to greet everyone we see with a smile. It is equally important to smile when speaking on the telephone.· Have you ever called a home or business and felt like the person on the other end of the phone was not happy to be talking with you?· Your tone of voice can have a big impact on how the caller feels about you and our hotel. The guest cant see you and needs to HEAR a smile in your voice. Smile when you answer the phonethe caller WILL hear you.(Volume 1, Week 1, WednesdayHOW DO WE DO IT?Im going to demonstrate for you. See if you can hear the difference. Close your eyes.Trainer: Do the following 2 demonstrations. Be sure to speak up so everyone can hear you.1. Without smiling, say: “Thank you for calling (insert hotel name). This is (insert your name). How may I assist you?”2. This time, with a smile, say the same thing.Ask the participants if they can hear the difference. Discuss.When smiling, it is more difficult to sound uncaring or angry even if we are in a bad mood.Lets try it Id like each one of us to smile and try to sound negative saying “Good morning!”TODAYS RECAPWe must always have a smile in our voice when on the phone. A smile makes a difference in your tone of voice, and a welcoming tone is Savvy Service Perfect Phone Etiquette.LETS DO IT“Crisp, Attentive Service for the Young-At-Heart” International Version Savvy Service Daily Packet When you return to work, speak on the telephone with a smile in your voice with co-workers or with guests.Having a smile in your voice lets our guests know they are welcome anywhere, anytime.Ask a volunteer to recap Basic #3 at tomorrows Daily Meeting.(Volume 1, Week 1, Thursday)Daily Link: Inviting Sense of ArrivalTrainer PreparationKey Points for Recap:1. Have a smile in your voice when on the phone.Ask someone to recite this weeks Element and Goal. Weve talked about three Basics so far:#1: I Make Great First Impressions. #2: I Use the 15/5 Rule.#3: I Use Perfect Phone Etiquette. LETS REVIEWAsk yesterdays volunteer to read Basic #3 and recap the discussion OR share a story about how they recently applied this Basic. (Group listens ensure key points are covered.)When we have a smile in our voice, our guests know we are happy to serve them. That helps ensure we carry out the Savvy Service Element of “Inviting Sense of Arrival” and achieve our goal of “Our guests feel welcome anywhere, anytime.”Lets talk about todays Basic, and other ways we can provide an Inviting Sense of Arrival.Basic #4: I Thank Every Guest“Crisp, Attentive Service for the Young-At-Heart” International VersionAsk someone to read Basic #4: I Thank Every Guest.Today we will focus on: The importance of saying thank you.When our guests leave the hotel, they should know:· We enjoyed having them stay with us.· We appreciate their business.· We look forward to their next visit.Ask if anyone has ever left a restaurant after having dinner and no one said “good bye” or “thank you”? How did that make them feel? Lets talk about the times you were thanked. How were you thanked and how did it feel?(Volume 1, Week 1, Thursday)People remember the first and last things that happen to them in any service situation. Even if we provide excellent service throughout the stay, if we fail to give the guest a proper “thank you,” all of our efforts could be lost. When saying “thank you,” be specific. Tell the person why youre thanking them. For example, “Thank you for staying with us,” “Thank you for your feedback,” or “Thank you for your help.” When we say “thank you” with warmth and sincerity, we build loyalty. You can make a difference in the success of our hotel!HOW DO WE DO IT?Lets try it. Turn to the person next to you and thank them for something they said or did recently. (Give associates about 30 seconds to thank one another.)· Were you specific?· Were you warm?· Did you use the persons name?· Did you smile?All of these things make a difference in how the other person interprets the sincerity of our “thank you.”TODAYS RECAPWhen we thank our guests specifically and sincerely, we create a lasting impression that is warm and positive, building guest loyalty.LETS DO IT“Crisp, Attentive Service for the Young-At-Heart” International Version Savvy Service Daily Packet Practice saying “thank you” to co-workers and guests when you return to work.Ask a volunteer to recap Basic #3 at tomorrows Daily Meeting.(Volume 1, Week 1, Friday)Daily Link: Inviting Sense of ArrivalTrainer Preparation: Be prepared to do the activity.Key Points for Recap:1. Saying “thank you” builds guest loyalty.2. Be specific and sincere.3. Smile when you speak.This week, weve talked about 4 of the 5 Basics which will allow us to create an Inviting Sense of Arrival and ensure our guests feel welcome anywhere, anytime.Ask if anyone can name the 4 Basics learned thus far without using their calendar. LETS REVIEWAsk yesterdays volunteer to read Basic #4 and recap yesterdays discussion OR share a story about how they recently applied this Basic on the job. (Group listens ensure key points are covered.)When we offer a warm, sincere thank you with a smile, people really do feel welcome. You represent Renaissance, and when you smile, you are saying “Renaissance welcomes you!” Lets talk about todays Basic and other ways we can provide an Inviting Sense of Arrival.“Crisp, Attentive Service for the Young-At-Heart” International VersionSavvy Service Daily Packet (Volume 1, Week 1, Friday)Basic #5: I Care for the Hotel & CommunityAsk someone to read Basic #5: I Care for the Hotel & Community.There are many things we can do to show we respect the hotel and community. Today we will focus on: Using resources wisely.Using resources wisely helps us decrease waste, increase profitability, and ensure great service by having what we need when we need it.Ask participants how they use their resources wisely at home or outside work? (Example: turning off lights)“Crisp, Attentive Service for the Young-At-Heart”Copyrighted, confidential and proprietary information of Marriott International, Inc. 2001 Savvy Service Daily Packet (Volume 1, Week 1, Friday)HOW DO WE DO IT?Lets do a brainstorming activity to identify ways we can use our resources wisely here at work.Trainer: Do the following:1. Divide associates into small groups.2. Ask each group to list all of the ways they could use resources wisely throughout the hotel.3. Give them 2-3 minutes.4. Ask each group to report out.Discuss which of those resources apply to our area. We often take resources in our own area for granted. If a resource can be wasted, we dont need it!TODAYS RECAP· When using resources, think of them as your own.· Everyday care ensures profitability. LETS DO ITAsk each participant to identify one resource in the department that he/she will “own” for the upcoming week.When you return to work ensure that all of our resources are being used wisely, all of the time. This shows that we respect our hotel and that we care for our guests, our owners and each other. Ask a volunteer to recap Basic #5 at tomorrows Daily Meeting.(Volume 1, Week 1, Saturday)Weekend Recap: Inviting Sense of ArrivalTrainer Preparation: Have your Basics Card or Poster available.Key Points for Recap:1. When using resources think of them as your own.2. Everyday care ensures profitability.This week we talked about Basics #1 - #5, all of which will help us create an “Inviting Sense of Arrival” and ensure “our guests feel welcome anywhere, anytime.” LETS REVIEWThis week our training focus has been on “Inviting Sense of Arrival.” Ask volunteer to read Basic 5 and rec