国际著名酒店娱乐部程序英文模板模板(00002).doc

ACTIVITIES

JOB CATEGORIES:

TOUR DESK ATTENDANT
AEROBIC INSTRUCTOR
ASSISTANT ACTIVITIES
DIRECTOR EQUIPMENT
SUPERVISOR
BEACH ATTENDANT

ACTIVITIES

JOB CATEGORY WINNER

TOUR DESK ATTENDANT SHERATON FIJI RESORT

TASKS

HOTEL ORIENTATION
DEPARTMENT ORIENTATION
KNOWING THE TOURS OFFERED
GUEST COMPLAINT HANDLING
GUEST RELATIONS SKILLS
TO KNOW ALL EQUIPMENT AVAILABLE
FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME
KNOWLEDGE OF TYPES OF AEROBICS OFFERED
SAFETY PROCEDURES AND FIRST AID
FAMILIARITY WITH CONTROL SYSTEMS FOR GAMES
AND EQUIPMENT AND THE PRODUCTION OF AN INVENTORY
AND CONTROL SYSTEM
CARRYING OUT MISCELLANEOUS ACTIVITIES
ISSUE AND RECLAIM OF TOWELS FROM TOWEL BURE
MANNING THE BEACH BURE
KNOWING THE VOUCHER AND CONTROL SYSTEMS
PROMOTING GROUP PARTICIPATION AND ENCOURAGING
ACTIVITIES
TEACHING A SAILBOARD LESSON
TEACHING A HOBIE CAT SAILING LESSON
TAKING THE WATER POLO ACTIVITY
GIVING THE SAILING THEORY LECTURE
GIVING THE SAILBOARD THEORY LECTURE
CARRYING OUT THE SAILBOARD FREESTYLE DEMONSTRATION
RUNNING THE HOBIE CAT STAGGERED REGATTA
RUNNING THE SHERATON/REGENT REGATTA
CARRYING OUT THE SAILBOARD COMPETITION
DONG THE HOBIE JOYRIDE ACTIVITY
SETTING UP THE VOLLEYBALL AND KNOWING THE THEMES
ORGANIZATION OF MINI-TOURNAMENTS

ACTIVITIES

JOB CATEGORY WINNER

TOUR DESK ATTENDANT SHERATON FIJI RESORT

TASKS (continuing from previous page)

TAKING THE MORNING JOG OR WALK
CARRYING OUT THE PRE-STRETCH CLASS
KNOWLEDGE OF CHILDREN’S PROGRAMMES
CHILDREN’S MORNING JOG, WALK, SHELL HUNT OR OTHER
MORNING EVENT
CHILDREN’S SWIMMING LESSONS AND GAMES ACTIVITY
CHILDREN’S QUIZ
CHILDREN’S MEAL
CHILDREN’S TREASURE HUNT
CHILDREN’S MOVIE
EXCURSION TO THE LOCAL CARVING VILLAGE
SCAVENGER HUNT AND CRAB RACE
CHILDREN’S EARLY EVENING GAMES ACTIVITIES
CHILDREN’S PAINTING COMPETITION
LAUNCHING AND RECOVERING SAILBOARDS, HOBIES AND
OTHER CRAFTS
OPERATION OF CHASE BOAT
CHILDREN’S TALENT SHOW EVENT AND PREPARATION
PRODUCE AN INVENTORY AND CONTROL SYSTEM
FOR SIGNING OUT EQUIPMENT
MAINTAINING SECURITY OF EQUIPMENT
REPAIRS
SAFETY SUPERVISION AND PROCEDURES
REPAIRS
SAFETY SUPERVISION AND PROCEDURES
TOUR DESK ORIENTATION
G . R . O. TRAINING ALL ASPECTS OF THE TOUR DESK
AND PROCEDURES

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: HOTEL ORIENTATION

STANDARD:

=====================================================================

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: DEPARTMENT ORIENTATION

STANDARD: ALL ACTIVITIES STAFF WILL KNOW THE FUNCTIONS AND ROLE OF THE DEPARTMENT, THE RULES, AND REGULATIONS WHICH GOVERN IT, AND THEIR OWN ROLE WITHIN IT.

======================================================================

PROCEDURE:

1. Introduction on the role and goals of the department and the standards of service we will aim to meet.

2. Explanation of the training schedule for each employee, and what the training involves, plus the importance of it – schedule give out for both weeks.

3. Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed.

4. Explaining of the functions of the department, i.e. the product of it, the outlets, and equipment, the functions of various job categories. Job description will be given out and explained thoroughly.

5. How the department relates to other departments-
Particularly food and beverage, Front Desk, Sales.

6. The personnel functions of the Activities Department :-

a) who hires employees .
b) who orients employees.
c) who conducts ongoing training.
d) complaint procedures and style of management.
e) when and by whom meetings are held within the department.
f) disciplinary action/probationary period.

PROCEDURES: (continued)

1. Rules and regulations of the department. Handout given and the importance of abiding them will be stressed. Appearance standards.

2. All staff will be given a tour of the property with particular note being taken of – Ballroom ,Malolo Lounge , ports O’ poll area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.

3. Relationship with Fish Fiji Limited and other concessions.

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G. M. APPROVAL: DATE:

TASK: KNOWING THE TOURS OFFERED

STANDARD: EACH EMPLOYEE WILL HAVE A BASIC KNOWLEDGE OF ALL TOURS OFFERED BY THE TOUR DESK.

======================================================================

PROCEDURE:

STAFF MUST KNOW:

1. The role of the tour desk.

2. All tours and operators handouts of all major tour operators will be give out.

3. The different types of tours.

4. How the tours operate – from bookings, to paying, to confirmation, and to the trip.

5. A verbal test will be given

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: GUEST COMPLAINT HANDLING

STANDARD: ALL STAFF WILL KNOW HOW TO HANDLE A COMPLAINT QUIETLY AND EFFECTIVELY

======================================================================

PROCEDURE:

Should you come across a complaint lodged by a guest, complete the following procedure.

1. Listen to the complaint.

2. Should the guest be angry or loud, get then to a quiet place tactfully.

3. Re – state the problem in your own words to make sure it is understood.

4. Show empathy – sympathise with the guest, show you care.

5. Take action – This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out .

6. Always report the complaint to your superior.

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: GUEST RELATIONS SKILLS

STANDARD:

======================================================================

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: TO KNOW ALL EQUIPMENT AVAILABLE

STANDARD:

======================================================================

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMME

STANDARD:

======================================================================

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: KNOWLEDGE OF TYPES OF AEROBICS OFFERED

STANDARD:

======================================================================

PROCEDURE:

STANDARDS AND PROCEDURES

DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT

HEAD: G.M. APPROVAL: DATE:

TASK: SAFETY PROCEDURES AND FIRST AID

STANDARD: IT IS VITAL THAT ALL STAFF KNOW HOW TO IMPLEMENT SAFETY PROCEDURES AND FIRST AID QUICKLY AND EXECUTIVELY.

======================================================================

PROCEDURE:

The personnel Department will be arranging Safety procedure training and a first aid certification course.