Starwood Cares
Leadership Overview & Strategic Planning Session
FACILITATOR GUIDE
March 2001 Starwood Hotels & Resorts Worldwide, Inc. The contents hereof contain proprietary trade secrets that are the private and confidential priority of Starwood Hotels & Resorts Worldwide, Inc. Any form of possession, disclosure, duplication, or use without the express consent of Starwood Hotels & Resorts Worldwide, Inc. is prohibited.
Unauthorized use, disclosure, or reproduction of any kind of the material contained in this program is expressly prohibited. The contents hereof are the sole and exclusive property of Starwood Hotels & Resorts Worldwide, Inc., contain proprietary information and materials, and are to be returned immediately upon termination of any relationship or agreement giving user authorization to possess or use such information or materials.
Course Module Outline
Objectives
By the end of this course module, participants will be able to:
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:
Establishing the strategic objectives of Implementing Starwood Cares
Overview of Starwood Cares Guest Service Program
Starwood Cares Recognition Program
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.”