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

16、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. DepartmentalOrientationCheckList部门培训检查清单(ThisisconductedbytheDepartment这

17、将由部门进行)1) IntroductiontoDepartmentManagers/Supervisors介绍部门经三/主管2) ExplanationofJobDescriptionandChecklist工作描述及检查清单的说明3) ExplanationofRoster,WorkingHours解释排班表及工作时间4) MealBreaksandRestPause进餐时间与工作休息5) DepartmentPolicyandProcedures部门规章及木W?6) OnJobTrainingStandard岗位培训标准7) StandardUniformReqUirement制服要求标

18、准8) StandardCourtesyRequirement礼貌要求标准9) TheTaskandImportantStationDepartment部门的工作及重要地位10) DepartmentOrganizationStructure部门组织结构11) Grooming&Courtesy仪容仪表及礼貌礼节12) ServiceStandardofDepartment部门服务标准13) CooperationwithotherDepartment同其他部门合作2. DepartmentalOrientationFoIIOW-UP跟进部门入职培训(ThisSectionisalsocond

19、uctedbyDePartment这部分也将由部门进行)1) DateofCompleted完成时间2) ConductedbySupervisororDepartmentHeadB由主管或者B级经珊艮办3. InductionReviewbyDepartmentHead由部门经理进行回顾检查1) DateforCompleted完成时间2) ConductedByJA3) PointsRaised重点4) EvaluationcopiedtoPersonnel&TrainingDepartment评估后抄送人事部与培训部4. ThisInductionChecklistmustbekepto

20、nfilebyDivisionHeadwithasystemtoensureitisnotonlyfilledinCorrectly,butalsocompletedwithinthe3monthprobationperiod.这项培训检查清单务必由部门总监系统化的储存以确保填写正确，并在三个月试用期内完成。5. AtcompletionthismustbepassedovertotheTrainingDepartmentforfilingwithemployeesTrainingRecords.完成后送交培训部作为员工培训档案储存。6. ItistheDivisionHeaddirectre

21、sponsibilitytofollowuptoensurealltheirstaffattendtheInduction.部门总监将直接负责跟进以确保他们的员工都参加此项培训。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:HOWTOCONDUCTEFFECTIVE3MONTHPROBATIONASSESSMENT主题：如何进行三月试用期后的有效评估PoIiCy政策Inordertoensureyouarefullypreparedtoevaluateyouremployeesperformanc

22、e,youwillneedtohavefollowedthestepsbelow.为了确倘尔为员工工作评估做好充分准备，你务必跟进下列步骤。Procedure程序1. MaintainedaLogBookthatprovidesyouspecificissuesthatyouneedtodiscusswithemployeebasedonpositiveperformancetoencouragestaffbutalsoareasthatrequireimmediateimprovement.在记录本上记录有关你要同员工讨论的问题，如鼓励员工积极工作，提出需要改进的地方。2. Shouldyo

23、udecidetoextendtheprobationperiodyouwillneedtodiscussthiswithyoursupervisortoclarifythecorrectPrOCedUreS.假如你决定要延长员工的试用期，应预先与你的主管讨论并遵循正确的程序。3. Shouldyoudecidetoterminatetheemployeeitiscriticaltomaintainadetailedrecordofthereasonsinordertoensureitisdoneforspecificreasonswhichareeasytorecall.Andthiswil

24、lneedtobediscussedwithSeniorManagementforpriorapprovalandGeneralManager.彳段如你决定终止员工合同，为于确保能随时回忆起此项特殊原因，保留其原由的细节资料是很必要的。这还应与高层管理层进行讨论并预先得到总经理的批准。4. WhenconductingtheassessmentyouwillneedtoobtaintheformfromPersonnelDepartmentwhichthenyouwillneedtoorganizeadayandtimewiththeemployeetodiscuss.在进行评估时你应从人事部

25、获取表格,然后安排时间同员工进行讨论。5. Oncecompletedyouwillthenneedtopassontotherelevantsectionfor叩PrOVaL完成后你应将表格送交有关部门批准。6. TheTrainingDepartmenthasatrainingsessiononhowtoconducttheabove,inorderforManagementtoconductproperassessments.培训I部将就管理层如何进行合适的评估提供有关培训课程。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHote

26、l柳湖书院国际酒店SUBJECT:HOWTOCONDUCTEFFECTIVEAPPRAISAL主题：如何进行有效鉴定POIiCy政策Theappraisalisconductannuallyafterorjustpriorto12monthsemployment,butmustbedonenolaterthan14daysafter,12monthsservice.鉴定是员工工作每满12个月后或者将满12个月进行的，但最迟进行时间不能超过满12个月后的两周。PrOCedUre程序1. companyStandardAppraisalFormmustbeusedduringthereviewan

27、dcanbeobtainedfromPersonnel.公司标准鉴定表应分为：1) Rank&File(6B&Below)AppraisalForm.6B或者下列级别的员工鉴定表。2) SupervisorandAbove(6A&Above)AppraisalForm.主管以上(6A及以上)级别鉴定表。2. Basedonaoneononeenvironment,unlessotherwisenecessarybutdiscusswithDivisionHead.选择一个不受干扰的独立环境,如有其他选择要先征得部门经理的批准。3. ExplainclearlytotheStaffallthep

28、ointswhichprintedontheAppraisalForm.向员工清晰解释鉴定表上的各项内容。4. Requestthemtofillinwiththeirownthoughtsandcomments.要求他们按照自己的办法与情况填写。5. ReviewstaffcompletedAppraisalForm,gothroughallpointsanddiscussedhis/herperformancetogetherwithoneself.回顾员工完成的个人鉴定，同他/她讨论鉴定表上的各项内容及其工作情况。6. Giveyourstaffaclearguidelineandsug

29、gestioninordertoupgradetheirabilitiesandjobskill.给予员工清晰的指导方针与建议以提高他们的能力与工作技巧。7. Patientlyexplainandcorrecttheirnegativeideas.耐心解释与纠正他们的消极思想。8. OncecompletedtheOriginalFormmustbereturnedtoPersonnelDepartmentforfiling.完成后将原件送回人事部存档。9. ItistheDivisionHeadsdirectresponsibilitytofollowuptoensurealltheirs

30、taffattendtheAppraisal.部门经理将直接负责跟进以确保所员工参加鉴定。10. TheTrainingDepartmenthasatrainingsessiononhowtoconducttheabove,inorderforManagementtoconductproperappraisals.培训酣哥就管理层如何进行有效鉴定提供有关培训I课程。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAINTHETRAINER主题：培训I培训I者POIiCy政策Inordertoun

31、iformtheCompanyStandard,allDepartmentshouldassignSeniorStafftoactontheDepartmentHead,sbehalftotrainupJuniorStaff.WhoeverarebeingassigntobetheTrainershouldattenda3Days-TraintheTrainerCourse.为了统3司标准，所有部门应指派高级员工代表部门经理培训初级员工。任何被指定为培训者的人应参加为时三天的培训课程。ProCedUre程序1. TheassignedSeniorStaffshouldfillinanAppli

32、cationFormasreference.指定的高级员工应按要求填写申请表备查。2. 3-dayTrainingwillbearrangedonscheduleasfollows:三天的培训按进度表安排如下：1) Day1willbeConductedbyTrainingManager第一天由培训部经理进行培训I2) Day2willbeConductedandSupervisedbyDepartmentHeads第二天由部门经理进行培训3) Day3istheExaminationDate第三天进行检查测试3. Whiletrainingcompletedandpassedinallexa

33、minations,he/shecanbeconsideredasaDepartmentalTrainer.Examinationsareconsideredwithfollowingways:当完成培训并通过测试后，他/她将认为是T合格的部门培训者,测试应考虑下列几方面：1) Oral口试2) Written笔试3) Operation操作4. ChecklistforTraintheTrainers培训培训者检查清单1） Dayone-MorningSection第一天-早上部分(TobeConductedbyTrainingDepartment由培训部进行)Explainthetotal

34、processOftraining解释总体培训进程Wayofidentifytrainingneeds确定培训需要的方法StandardandProcedure,ResponsibilitytobeaTrainer作为培训者的标准、程序及责任TrainingNeedAnalysisForm培训需求分析表UseofTaskChecklist工作效果检查清单FormatofaTaskChecklist工作格式检查清单5Objectivesontraining培训的五项目标TrainingPlanS培训计划CommunicationSkilIS沟通技巧CommunicationChanneIS沟通渠

35、道CommunicationBarrierS沟通障碍Stepsforcommunicationprocessobjectives沟通目标进程中的步骤VoiceCommunication声音沟通1.anguageCommunication语言沟通VisionCommunication视觉沟通GamestounderstandtheimportanceofCommunication熟悉沟通重要性的游戏2） DayOne-AfternoonSection第一天-下午部分（TobeConductedbyTrainingDepartment由培训部进行）BesttimetoTrain培训的最佳时间BeS

36、upervised&toSupervised被管理者与管理者TrainingisnotonlyEducation培训并不仅仅是教育UnderstandingthePrincipleofLearning熟悉学习的方法DoandDOlYt应该做的与不应该做的TrainingDireCtiOn培训方向Trainer,SJobDescription培训者工作描述TeamBuilding团队建设DefinitionofTeamBuilding团队建设的定义CourseObjectives课程目标WhentodotheTeamBuilding何时进行团队建设Successthroughapositivem

37、entalattitude通过积极的态度获得成功WinnersvsLosers成功者与失败者BrainTeasers智力游戏Trainers*Regulations培训者制度ExplanationonTrainer,sEvaluation解释培训者的评估TeamBuilding-Games;团队建设游戏FillintheEvaluationForm填写评估表3） DayTwo-MorningSection第二天-早上部分（TobeWelcomedbyDepartmentHead由部门经理致欢迎辞）（TobeConductedbyConcernedDepartmentalTrainers由有关部

38、门培训者进行）4） DayTwo-AfternoonSection第二天-下午部分（ToBeConductedbyConcernedTrainers由有关培训者进行）5） DayThree-MorningSection第三天-早上部分（ExaminationbyTrainingDepartment由培训部进行测试）6） DayThree-AfternoonSection第三天-下午部分（ExaminationbyconcernedDepartment由有关部门进行测试）5. TrainershavetoattendthemonthlytrainingmeetingonWednesdayofth

39、e3rdweekofeachmonthattheTrainingRoomby3:00pm.培训者务必于每月第三个星期的星期三下午三点在培训教室参加每月培训会议。1) Conclusionforlastmonth1straining.总结上月的培训|。2) Trainersshouldsubmittheforthcomingmonth,strainingplan.培训I者应提交下月培训计划。3) Discussthesubmittedtrainingplan,andadvisedbyTrainingManager.讨论所提交的计划并由培训部经理给出建议。4) MonthlyEvaluationo

40、ntrainers1performance.每月评估培训者的工作。6. TrainersalsorequestedtoattendtheendofyeartrainingmeetingonTuesdayofthe2ndweekinDecemberattheTrainingRoom.Memowillbesentforreference.培训者也应按要求于十二月的第二个星期二在培训教室参加年终培训会议。AllManagementandSupervisormustpasstheexaminationotherwisetheywillberequiredtorepeatonemoretime,shou

41、ldtheynotpassagain,thiswillbeconsideredthattheemployeeisnotsuitableinhis/hercurrentpositionandtheiremploymentwillbereviewedbyDeputyGeneralManager.所有管理人员与主管务必提交此项检查表，否则将被要求再做一次,假如还没有交，我们会认为此员工是否适合他/她现在的职位或者由常务副总经理审察其情况。ItistheDivisionHeadsdirectresponsibilitytofollowuptoensurealltheirstaffattendthetr

42、aining.部门经理将直接负责跟进以确保所有有关员工参加此项培训I。STANDARDOPERATlNGPRC)CEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:GROOMINGANDHYGIENE主题：仪容仪表与卫生POliCy政策ThisisaCompanyPolicythatallStaffshouldbeadvisedtopaymuchattentionontheirgroomingandhygiene,sinceitwillaffectourCompany,simage.这项公司方针提醒所有员工要非常注意他们的仪容仪表与卫生，由于

43、这将影响公司的形象。Procedure程序1. AllstaffshouldattendthegroomingandhygienelessonwhichisconductedbytheTrainingDepartment,slidesfortheCompanyStandardUniformsandGroomingRequirementwillbeshownduringtheclass.所有员工应参加由培训部提供的仪容仪表培训，在课堂上放映公司标准制服及仪容仪表要求。2. PrintoutoftheStandardRegulationwillbedistributedtostaffduringt

44、helesson.打印出标准制度在课堂上分发给员工。3. SpotcheckwithchecklistwillbetakenbyTrainingTeamandDepartmentHeads.由培训部或者部门经理根据检查清单进行抽查。4. DisciplinaryActionwillbetakenwheneveronestaffhasbeencaughtformorethan3time.任何违反纪律超过三次的员工将受到惩处。ItistheDivisionHeadsresponsibilitytoensurealltheirstaffareinproperuniformneat,tidywellg

45、roomedandthattheuniformsarewellmaintainedandcleanedaccordingtotheprocedure.部门总监的责任是确保他的所有员工穿着合适、整洁的制服并根据程序保持制服的干净、整洁。NOte注:TheTrainingandPersonnelManagerwillspotcheckstaffgroomingandreportbacktoDeputyGeneralManager.培训部经理与人事部经理将定期检查员工的仪容仪表与卫生并向常务副总经理报告。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternatio

46、nalHotel柳湖书院国际酒店SUBJECT:INVESTIGATETRAININGREQUIREMENTS主题：调查培训需求PoliCy政策Inordertoprovide&organizepropertrainingtoallCompanyManagement&Staffinordertoachievethe6CompanyObjectivesandmeetingtheguestexpectations,theTrainingDepartmentneedstofullyunderstandtheTrainingRequirementsofstaff.为了向公司管理层与员工提供与组织合适的

47、培训以达到公司六项目标与满足客人的需求，培训部需要完全熟悉员工培训的需要。Procedure程序Throughthethreemethodsasbelow:通过下列三个方法来达到：1. ObSerVation观察TheTrainingManagerwillpatrolaroundtheCompanyFrontLineAreastoreviewthestaffs7workingperformance,andwilladviseDivisionHeadandDeputyGeneralManagerofanydropinserviceandgeneralstandards.培训部经理应巡视公司前线回顾员工的工作表现，并就任何降低服务与总体水准的情况向部门经理与常务副总经理提出建议。2. QUeStiOrmCireFeedbaCk调查问卷反馈A. ForGuest面向顾客B. FOrStaff面向员工3. Meetinq会议AccordingtoproblemshappeninginsomeDepartment.根据各部门发生的不一致问题。STANDARDOPERATINGPROCEDURE标准运作程序1.iuhuInternationalHotel柳湖书院国际酒店SUBJECT:MAKEMONTHLYTRAININGPLAN主题：制作每