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1、StarwoodCares1eadershipOverview&StrategicP1anningSessionFACI1ITATORGUIDE（主持人指南）March2001StarwoodHote1s&ResortsWor1dwide,Inc.ThGcontentshereofcontainproprietarytradesecretsthataretheprivateandconfidentia1priorityofStarwoodHote1s&ResortsWor1dwide,Inc.Anyformofpossession,disc1osure,dup1ication,orusewit
2、houttheexpressconsentofStarwoodHote1s&ResortsWor1dwide,1r.isprohibited.Unauthorizeduse,disc1osure,orreproductionofanykindofthemater1ntainedinthisprogramisexpress1yprohibited.Thecontentshereofaretheso1eandexc1usivepropertyofStarwoodHote1s&ResortsWor1dwide,1nc.,containproprietaryInformationandmateria1
3、s,andaretobereturnedimmediate1yuponterminationofanyre1ationshiporagreementgivinguserauthorizationtopossessorusesucinformationormateria1s.CourseModu1eOut1ineNoTESObjectivesBytheendofthiscoursemodu1e,participantswi11beab1eto:- Articu1atetherationa1eforandobjectivesoftheuStarwoodCaresServiceCu1tureInit
4、iative.- DescribetheSTARServiceStandardsassociatedwiththeStarwoodCaresGuestServiceProgram.- Deve1opactionp1anstoimp1ementuStarwoodCares,- IntegrateStarwoodCaresRecognitionandWOWRecoveryprogramswithintheproperty- Committoongoingtrainingforcurrentandnewassociates.一Describethero1eeachp1ayinsuccessfu1im
5、p1ementation.Audience一Genera1Managers一DepartmentHeads- ExecutiveTeamMembers- PropertyTrainers- Hote1ManagementNoTESInstructiona1Materia1s- uStarwoodCaresVideo.- WOWRecoveryPoster- STARPoster- OverheadtransparenciesorPower-pointCDfor1eadershipOverview- TheSheratonBrandhistorybook,The1itt1eBookofBigAc
6、comp1ishments(forSheratonBrandon1y)- StarwoodCaresCompendium一Handouts一Tab1enametentcards(1arge)- SignInsheet- Fourf1ipchartsandmarkers1eadershipOverviewNoTESWe1come Disp1ayandreada1oudoverhead1.StarwoodCares1eadershipOverview&StrategicP1anning We1cometheparticipantstothe1eadershipOverview&StrategicP
7、1anningSession: Te11:We1cometothe1eadershipOverviewsessionofthe“StarwoodCaresf,Program.ThepurposeofthissessionistopresentanoverviewOf“StarwoodCares,jandtodeve1opp1anstoimp1ementitatourproperties.A1argeportionoftodaywi11cover:1) Estab1ishingthestrategicobjectivesofImp1ementingStarwoodCares2) Overview
8、ofStarwoodCaresGuestServiceProgram3) StarwoodCaresRecognitionProgram4) WowGuide1inesintheWOWRecoverySystem.Thisisaveryimportantpiecebecauseitmustbecomp1etedbeforewecanimp1ementi1StarwoodCaresGuestServiceProgram.,NoTES1eadershipOverviewObjectivesDisp1ayandreada1oudoverhead2&3.Objectives Articu1atethe
9、rationa1eforobjectivesofthe*StarwoodCaresinitiative ParticipateintheStrategicP1anningofintegratingStarwoodCareswithintheproperty Fami1iarizewiththeStarwoodCaresGuestServiceProgramStarwoodCaree DiscusstheintegrationoftheStarwoodCaresRecoveryprogramI1aJObjectives DiscusstheintegrationofStarwoodCaresRe
10、cognitionProgram CommittoongoingtrainingforcurrentandnewassociatesDescribethero1eyoup1ayinsuccessfu1imp1ementationStarwoodCaros Te11:Thiswi11beaninteractiveformat.Wewantyoutobeactive1yinvo1vedinp1anningtheintroductionof“StarwoodCares.Yourinputiscritica1. Ask:Arethereanyadditiona1itemsthatyouwou1d1ik
11、etoadd?NOTESJAgendaTe11:Toaccomp1ishourobjectiveswewi11fo11owthisagenda:Writeouttheagendaonapreparedf1ipcharttit1edAgenda.- BusinessCase- OverviewofStarwoodCaresn- BrandOverview- STARServiceStandards- StarwoodCaresRecognitionProgram- WOWRecoverySystem- TrainingToo1s- KickoffRa11y- Imp1ementationTe11
12、:Thesessionshou1d1astapproximate1y1-2Days(additiona1timemaybeneededtop1antheServiceRecovery/WOWandRecognitionprogramdetai1sfortheproperty).NoTESHousekeeping&GroundRu1esTe11:Beforewegetintothe1eadershipOverview,Iwou1d1iketodiscusssome“housekeepingorbasicc1assroomissues.Onyourpreparedf1ipchart,havethe
13、fo11owingitems1istedandrevieweachpoint BeepersandCe11PhonesTurnoffyource11phonesandbeepers BreaksSchedu1ebreaktimesduringthesession Parking1otThisisforissuesthatmayariseduringthetrainingsessionthatmaynotbere1evanttothetopicatthatparticu1artime.Exp1ainthatyouwi11circ1ebacktoaddressthesetopicsattheend
14、ofthesession,orWi11schedu1eamoreappropriatetimetodiscuss. CommittostayingintheroomfortheentiresessionTe11:Zwou1d1ikeforustosetsomei1GroundRu1es”thatNOTESwecana11agreeuponthatwi11enhancethe1earningenvironment.Ask:Whatdoyouthinksomeofourgroundru1esshou1dbetoday?Whatwi11makethissessionmoreeffectiveandf
15、un?So1icitresponsesfromthegroupand1isttheiranswersonaf1ipcharttit1edGroundRu1es”.Someresponses4mayinc1ude:-Onepersonta1ksatatimer-Participate-Havefun-Askquestionsifyoudon,tunderstand-1istenINoTESVISUA1IZATIONEXERCISETe11:Beforewegointothe1eadershipOverviewandStrategicP1anningExercise,Iefsengageinanactivitytobroadenourmindsandthinking.InstructionsZScenario(Overhead4):1eatherBeItEXereiSe(GiVeOUthandout1)Formyourse
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