国际酒店财务早例会培训资料.doc
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1、 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 anywher
2、e, 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 thin
3、gs 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 f
4、irst 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. Fo
5、llowing “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 followe
6、d, 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 o
7、wn 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 t
8、o 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:
9、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 E
10、lement 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.”
11、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 th
12、at 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 Arri
13、val.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 w
14、alking 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
15、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 w
16、arm 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. Whe
17、n 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 anyon
18、e 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, g
19、enuine 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 U
20、se 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
21、 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 Et
22、iquette“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
23、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
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