星级酒店培训纲要.docx

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1、星级酒店培训纲要HumanResourceTrainingDepartment培训部StandardOperatingProcedure标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAINING主题:培训POiiCy政策AllLiuhuInternationalHotelPropertiesemployees,regardlessofposition,willreceivetrainingfortheirspecifi

2、cjob.Thetrainingwillbesystematicallyplannedandimplementedtoensurethatemployeesdeveloptheirpotentialinordertoachieveandmaintainperformancestandard.所有由柳湖书院国际酒店管理的员工，应根据其职位同意有关专业知识的培训。培训应有系统的计划并贯彻它，以确保员工进展其潜能以达到工作标准。EachDivisionHeadisresponsibletoensurethatheplansforthetrainingofallstaffinhisareaofresp

3、onsibilityandmustfollowuponissuesbelow.每位部门经理应负责为其负责区域内的所有员工做培训计划并跟进下列事项。Procedure程序1. OnJOb岗位培训IPlanfortrainingofallstaffwhichmustconductedbySeniorManagementandrecordedontrainingChecklists.根据培训检查清单计划由高层管理人员对所有员工进行培训。2. TrainingDePLrtment培训部Toco-ordinatetrainingofallstaffwithTrainingManagerinorderto

4、ensurestaffhavetheabilitytodotheirjobtoahighstandard.与培训部经理协作培训员工以确保员工的工作能力达到高标准。3. TrainingShoUldinvolve:培训内容包含:A. CustomerService本庭服务B. ProductKnowledge产品知识C. TechnicalSkilIS技能技巧D. EnglishforallFrontLineStaff针对所有前线员工的英语课程4. ProvidetheTrainingManagerwithamonthlyscheduleoftrainingtobeconductedbyyour

5、Department,butalsowhatareasyourequiredthemtotrainyourstaffon.Trainingistobeconsideredimportantinordertodevelopourstaffandmustbemeaningfulandresultsdriven.向培训部经理提交你部门的培训进度表，且你能够要求任何部门帮助培训你的员工。为了提高员工素养并获得有效结果，培训被认为是非常必要的。5. Schedulewillbepreparedtocoverthetrainingrequiretomeettheperformancestandard.准备

6、符合要求的培训进度表以达到工作标准。6. Trainerswillberesponsibleforcarryingoutthetraining.Noemployeewillbeplacedinajobwithnotraining,norwillthetrainingbecarriedoutby“puttingthetraineewithanotheremployee“withnoorganizedstructurefortraining.培训者应负责完成培训。任何员工都不能未经培训就上岗，或者是由组织架构所不同意的“员工培训培训生来完成此项培训。7. Followuponprogressoft

7、rainingconductedbypersonallyinspectingstaffperformanceon.跟进培训进度并亲自检查员工工作情况。A. CustomerService服务B. RevenueManagement效益管理C. CostManagement成本操纵D. ProductPresentationandsoon公司形象等等STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:GENERALORIENTATIONCHECKLIST主题:全面入职培训检查清单POIiCy政策Allst

8、affmustattendGeneralOrientation,thisincludesallManagementandstaff;noexceptions.ThiswillensurethatallstaffobtainclearguidelinesregardingtheManagementCompanyphilosophyandculture.所有员工务必参加全面入职培训，包含所有管理人员与员工，无一例外。这将确保所有员工对管理公司的宗旨与文化有一个清晰的熟悉。1. GeneralOrientationisseparatedinto5sectionswithinOne&Halfdayti

9、me.Checklistasfollows:全面入职培训将分为五个部分在一天半的时间内进行。检查清单如下：FirStDay第一天1） MorningSection早晨部分（TobeConductedbyDeputyGeneralManager由常务副总经理进行）Introduction公司背景介绍IntroductiontoCompanyProperty公司介绍Pre-OpeningPeriod筹开期MissionStatement任务使命NurturingandDevelopingPeoPle培养与扩大员工队伍ProductPresentation公司形象CustomerService礼貌服

10、务RevenueManagement效益管理CostManagement成本操纵MonitoringOurCompetitors密切凝视我们的对手Training培训TakeresponsibilitiesoftheHotelProperty为酒店财产负责FinalIy最后2） MorningSection早晨部分（TobeConductedbyTrainingManager由培训部经理进行）CorporationBackgroundIntroduction公司背景介绍IntroductiontoOwners业主介绍IntroductiontoCompanyProperty公司介绍Compan

11、yLocationPlan公司区域计划IntroductionofExecutiveTeam介绍MissionStatement任务使命5CorporationKeyObjectives五项目标MomentofTruth真理瞬间TotalCustomerServiceConcept全面服务概念PersonnelandTraining人事与培训ConceptOfTraining培训概念QualitiesofcompanyStaff公司员工素养ASimpleSmile简单的微笑WhoisOurCUStomer谁是我们的客人SalesandMarketing销售与市场OurCompany我们的公司S

12、tandardofGrooming&Hygiene仪容仪表与卫生标准FocusonYou您就是焦点3） AfternoonSection下午部分（TobeConductedbyPersonnelManager由人事部经理进行）Insurance&PreventDamage保险与防止缺失HealthandSafety健康与安全UtilizeChemicalArticlesSafely安全使用化学用品WorkingTime&Holidays工作时间与休息EmployeeMethod雇用方式1.aborContract,ProbationPeriod&DiSmiSS劳动合同，试用期与解雇Punish

13、mentMeaSUre惩处措施Society&Party社交集会AgreementtZShakeHands握手4） AfternoonSection下午部分（TobeConductedbySecurityManager由安全部经理进行）Security安全FireSafety防火安全FirePrevention预防火灾HowtoHandleanAccident如何处理紧急情况HowtoReportaFire如彳可报告火灾HowtoUsetheFireEXtingUiSher如何使用灭火器FireAlarm火警警报SeCondDay第二天5） MorningSection早上部分（TobeCon

14、ductedbyTrainingDepartment由培训部进行）CompanyTour公司旅游ReviewtheGeneralOrientation回顾全面入职培训TeSt测试2. .Remarks:StaffshouldbringalongwiththeirStaffHandbook,pads&pens.注意：员工应携带自己的员工手册、笔与本子。3. AllstaffwillberequiredtoacknowledgetheyhaveattendeachsessionbysigningAttendanceRecord,ifforsomereasontheydidnotattend,the

15、ymustattendatthenextstage.所有员工务必参加每次的培训课程并签到，假如由于某种原因未能参加，则务必参加下一次的培训。4. ItistheDivisionHeadsdirectresponsibilitytofollowuptoensurealltheirstaffattendtheOrientation.部门经理将直接负责跟进以确保他们的员工都参加入职培训。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:DEPARTMENTALINDUCTION主题：部门入职培训POliCy政策AftertheGeneralOrientation,theconcernedstaffmustbesendbacktotheDepartmentforDepartmentalInduction,inordertoletthemknowclearlyabouttheirDepartmentsStructureandPolicy.在全面入职培训后,有关员工应被带回部门进行部门入职培训,以便他们能够清晰熟悉部门的架构与政策。PrOCedUre程序1. DepartmentalOrientation