文档内容介绍：
Course Module Outline
Objectives
By the end of this course module, participants will be able to:
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Articulate the rationale for and objectives of the “Starwood Cares” Service Culture Initiative.
Describe the STAR Service Standards associated with the Starwood Cares Guest Service Program.
Develop action plans to implement “Starwood Cares”
Integrate Starwood Cares Recognition and WOW Recovery programs within the property
Commit to ongoing training for current and new associates.
Describe the role each play in successful implementation.
Audience
General Managers
Department Heads
Executive Team Members
Property Trainers
Hotel Management
Instructional Materials
“Starwood Cares” Video.
WOW Recovery Poster
STAR Poster
Overhead transparencies or Power-point CD for Leadership Overview
The Sheraton Brand history book, The Little Book of Big Accomplishments (for Sheraton Brand only)
Starwood Cares Compendium
Handouts
Table name tent cards (large)
Sign In sheet
Four flipcharts and markers
Leadership Overview
Welcome
• Display and read aloud overhead 1.
• Welcome the participants to the Leadership Overview & Strategic Planning Session:
• Tell: Welcome to the Leadership Overview session of the “Starwood Cares” Program. The purpose of this session is to present an overview of “Starwood Cares”, and to develop plans to implement it at our properties.
A large portion of today will cover:
1) Establishing the strategic objectives of Implementing Starwood Cares
2) Overview of Starwood Cares Guest Service Program
3) Starwood Cares Recognition Program
4) Wow Guidelines in the WOW Recovery System. This is a very important piece because it must be completed before we can implement “Starwood Cares Guest Service Program.”
Leadership Overview Objectives
• Display and read aloud overhead 2 & 3.
• Tell: This will be an interactive format. We want you to be actively involved in planning the introduction of “Starwood Cares”. Your input is critical.
• Ask: Are there any additional items that you would like to add?
Agenda
• Tell: To accomplish our objectives we will follow this agenda:
Write out the agenda on a prepared flipchart titled Agenda.
– Business Case
– Overview of “Starwood Cares”
– Brand Overview
– STAR Service Standards
– Starwood Cares Recognition Program
– WOW Recovery System
– Training Tools
– Kickoff Rally
– Implementation
• Tell: The session should last approximately 1-2 Days
(additional time may be needed to plan the Service Recovery/WOW and Recognition program details for the property).
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