Training plan 1 training time:
14 days;
Training time:
70 class hours;
Trainer:
Front desk staff;
Training content:
General situation and product introduction of hotel lobby, hotel organization, department heads and contact information, etc. And the specific requirements for politeness, appearance and body language. Top ten hotel consciousness (group, service, obedience, role, sales, safety, communication and coordination, pre-control, time, efficiency and quality consciousness). Guest reservation: telephone reservation, change and cancellation. The standing posture and smile of concierge and other personnel, sliding doors and sliding doors. Storage and distribution of team luggage, delivery of guest goods, and entrusted agency services. Handle payment procedures for guests, prepare and settle accounts for individual customers. Communication, coordination and cooperation between the front office and other departments of the hotel. Spot check the shift work of the day before, handle emergencies and record the work of the class on that day. Computer operation training, assessment, fire fighting training, on-site simulation operation.
Training purpose:
Let employees understand:
1, the nature of the hotel and the job content of this position;
2, customer-oriented, all work around the needs of guests;
3. Hotel work is a team call 99+1=100;
4. Understand the functions of the front office of the hotel.
Attachment: Front Desk Workflow and Standards
Name of work item: procedures and standards for preparation before receiving.
Work item commitment: front desk receptionist
Work item program calibration
1 dress, dress according to regulations; 1, check whether your appearance conforms to the specifications; 2. Sign in at the department staff.
Prepare 1 succession, prepare materials and appliances; 2. Understand the important events of the hotel that day.
Handover 1, listen to the former receptionist to explain the work situation and understand the remaining problems; 2. Read the log book; 3. Deal with unfinished business.
Name of Work Item: Telephone Appointment
Work project commitment: reception at the front desk
Work item procedure standard
Answer the phone and answer the guests' questions. 1. Answer the phone within three rings and say "Good morning/good afternoon/good evening, Reservation Department, hello! Front desk. " Ask the guests how to help. 2. Answer the relevant questions raised by the guests patiently, and seize the opportunity to sell to the guests. 3. When the guest requests to reserve a room, we will introduce our room type and ask the guest to choose. (1) Listen carefully to the guest's reservation requirements, ask when to come and what room type, and quickly check whether the computer has the room type the guest needs, and then answer the guest after confirmation; (2) If you can't meet the requirements of the guests, you can suggest that the guests improve their grades and choose a compromise way to meet the needs of the guests as much as possible. (3) If you really can't meet, apologize, and recommend the same star hotel to the guests or suggest that the guests reschedule. (4) Apologize and hope the guests will come.
Fill in the reservation form and register one by one according to each item in the reservation form. After filling it out, repeat it to the guests. (Who lives, when, how many days, what room to use, how many rooms to use, the room price, the reservation person, the contact number of the reservation person, the retention time, the person who accepts the reservation, the acceptance time and date) After checking, indicate the reservation date and sign it. Special reservation requirements for guests and us should be clearly recorded in the remarks column;
Thank the guest 1, tell the guest that the reservation is ok, and tell the guest's name; 2. Thank the guests for calling and welcome them to the hotel.
Processing reservation information 1. If it is booked on the same day, pre-allocate the room and enter it into the computer. The information in the remarks column should be as detailed and comprehensive as possible. 2. Put the pre-order into the reservation information shelf as required; [Page]
Work Item Name: Sales Department Booking
Work project commitment: reception at the front desk
Work item program calibration
Check the sales reservation form 1. Carefully review the contents of sales advance orders and classify them according to different contents; 2. Understand the room reservation; For important situations or questionable reservations, please consult the front desk foreman for handling; If the reservation is not clear, ask the booking person in the sales department in time until it is clear.
Process the reservation data 1 and put the reservation data into the data rack as required; If the reservation is made on the same day, please press 3. Pre-allocation of rooms, 4. Enter it into the computer.
Work Item Name: Direct Booking Processing
Work project commitment: reception at the front desk
Work item procedure standard
Welcome guests 1. When the guest approaches the front desk for about two meters, the attendant should look at the guest and greet the guest with a smile. "Good morning/good afternoon/good evening/sir/madam/miss, what can I do for you? 2. A. If the receptionist was busy at that time: the waiter was answering the phone, he should look at the guests, nod and smile, and signal the guests to rest in the rest area with gestures; B. When receiving other guests, the receptionist should nod and smile and say, "Excuse me, sir/madam/miss, please wait a moment"; The receptionist should finish the work at hand as soon as possible, receive the guests and apologize to the guests again; C. If the work at hand cannot be completed at the moment, you should receive the guests first or signal other employees to receive them as soon as possible. 3. If the guest is staying in the hotel for the first time, he should send room graphic materials for him to choose.
Introduce the guest room 1. According to the needs of the guests, take the initiative to recommend rooms with higher grades to the guests: a. When the guests explain the room type, they should recommend the best room in this category; D, the guest is not clear about the room type, should recommend the best room in line with their identity. 2. Find the room type the guest needs on the computer.
Fill in the reservation reservation form 1, and fill in the reservation reservation form item by item. 2. Check the completed reservation form, repeat it to the guests one by one, and sign it after confirmation.
Farewell guest 1. Tell the guest his name and explain the registration procedure upon arrival. Thank you for choosing our hotel.
The information in the remarks column of information reservation information should be as detailed and comprehensive as possible. The order is put into the reservation data frame as required. If it is booked on the same day, the room is pre-allocated and entered into the computer.
Work Item Name: Booking Change and Cancellation
Work project commitment: reception at the front desk
Work item program calibration
Check the reservation information. Take out the guest's reservation information from the file rack and check the information of reservation change or cancellation; A. If the guest asks for a change or cancellation by phone, please wait a moment and find the relevant information quickly. "Sorry to have kept you waiting, sir/madam/miss", and write down the contents of the call and the notification name and telephone number; B. If it is a sales account cancellation form, read it carefully. If the key points are not clear, please check with the sales department by phone or ask the sales department to send another cancellation form.
According to the requirements of guests or sales department, fill in the corresponding documents, fill in the reservation change form or reservation cancellation form; First, re-fill, and may not be modified on the original documents; B the notice of the guest about the change or cancellation of the reservation and the corresponding form filled in shall be kept together with the original reservation order.
Modify the computer information If it has been entered into the computer, modify the original information on the computer according to the contents of the change form or cancellation form, and sign the change form or cancellation form after modification.
Data processing puts the unified reservation data into the specified location; If the reservation is changed, put it into the corresponding reservation data cabinet after processing; If the reservation is cancelled, after the cancellation on the computer, sign "Cancel" on the original reservation form and put it in the cancellation cabinet. [Page]
Dealing with the aftermath, such as changing or canceling the original house price, deposit and other special matters, should immediately notify the relevant departments to make corresponding changes;
Work Item Name: Reservation Processing of Hold Account
Work project commitment: reception at the front desk
Work item program calibration
Inform the reservation of the relevant regulations of the hotel. When it is known that the reserved guest has to pay the bill, the reservation needs to explain the relevant hotel regulations to the reservation politely, patiently and accurately, and ask the guest to show his seal card or gold card. If the guest doesn't bring it or not, ask him to go to the sales department to make a reservation.
According to the booking record, fill in the contents item by item (especially write down the items to be debited and the debit unit, debit person and card number), and repeat the booking to the guests.
Register on the application date; Pre-housing; And input into the computer; The information in the remarks column should be as detailed and comprehensive as possible. Put the advance order into the reservation information rack as required;
Work Item Name: Advance Order Archiving Processing
Work project commitment: reception at the front desk
Work item program calibration
Booking of advance orders puts advance orders into reservation folders according to teams, individual travelers and meetings.
Archive the change order, find out the original reservation order of the guest, and attach the change order to the reservation order.
The original reservation form can be found in the cancellation form file, attached to the cancellation form, and then stored in the cancellation cabinet.
Work Item Name: Creation and Query Processing of Guest Historical Files
Work project commitment: reception at the front desk
Work item program calibration
Prepare the registration form, put the registration form of registered guests on the reservation list and input it into the computer one by one.
Create a guest history of 1 First, enter the guest's name and gender, company name, home address, postal code, nationality, city name, certificate name, certificate number, etc. , and establish a brief history for guests; 2. Enter other special requirements of the guests in the remarks column; 3. If the guest is a hotel member, enter the member number in the remarks column; 4. When special guests need special attention, input all the information of the guests into the computer.
Check whether the information stored in the computer is consistent with the handwritten information of the guests, and make sure.
The second part of the training plan I. Recruiting personnel
1 admissions officer, 6 admissions clerk.
Two. job requirement
1. Unified management, complete the enrollment target within the specified time. Orderly organization, according to the arrangement of the team leader, the team will be divided into groups for discipline and organization.
2. Be polite to others. In the process of enrollment, salesmen must be polite and have a correct image. It is forbidden to wear slippers and jewelry.
3. There is discipline, and there is no unexpected situation in the enrollment process. Being late or leaving early is not allowed. ( www.ZQNf.com )
Three. work arrangement
Distribute publicity materials to let parents know the content of this activity. Set up enrollment at the entrance of high and medium-grade residential areas. Register by phone under the arrangement of the team leader. Some salesmen can recruit students to fight guerrilla warfare.
Four. Specific matters
(1) Personnel arrangement
Within the set time, we must ensure that three salesmen enroll students here. Carry out propaganda work around the setting, distribute leaflets and communicate with parents.
(2) Registration time
June 26th to August 15, set up enrollment.
The setting time is 8: 00-12: 0014: 00-18: 0019: 00-20: 00 (admissions clerks can walk in parks and squares).
(3) Enrollment targets
Primary school-senior four students
(4) Instructions for Recruiting Sales Staff
(1). Dress appropriately when enrolling students and leave a good impression on parents. Don't wear slippers and try not to wear too revealing clothes such as shorts.
(2) Don't quarrel and conflict with the staff of other training institutions during the enrollment process, and notify the supervisor in time in case of any situation, and be careful not to go beyond the level. Talking to them in a negotiated tone is for the good of children!
(3). In the process of enrollment, try to tell your own advantages. When the other party is interested, they will give the information to their parents, and don't give it when it is not needed. When reading the information, parents must explain it carefully, slowly and make every point clear.
(4) Pay attention to telephone enrollment, relax your tone, be calm no matter how unpleasant the other party says, and explain the reasons to parents.
Advantages of verb (abbreviation of verb) activity (mainly introduced to parents)
1. We have advantages different from other training institutions.
2. Advantages of our teaching software and hardware and teachers.
Send a cool activity for one yuan and care about the growth of children in the community.
We should not only learn knowledge, but also learn how to be a man and cultivate our self-care ability.
The learning conditions are excellent, not only the classrooms and dormitories are air-conditioned, but also the teaching equipment is the most advanced in Xi 'an.
6. Every afternoon at 6 o'clock, we will hold activities on campus. Such as sandbox games, English salons and other activities.
With the rapid development of hotels, the demand for professionals is increasingly urgent. How to build a well-trained, diligent and dedicated staff and how to improve the management and service level of the hotel is of great significance to the future development of the hotel. As a hotel security department, we should do a good job in training employees' fire protection knowledge and better obey and serve the hotel development plan. In 20xx, hotel safety training has the following ideas:
First, the induction training for new employees.
Training time: after the new employees join the company (one day, one and a half hours).
Training target: new employees who take up their posts every month and employees who failed the exam last month.
Trainer: Security Department
Training content: safety awareness, fire control procedures, what should I do when I find a fire? When you hear the fire alarm, you need to remember that you know the location of the fire exit and so on.
Second, the fire knowledge training
Training time: once every six months (the first half is in mid-June, and the second half is around 1 19 publicity day).
Training content: basic fire fighting knowledge and safety knowledge in the hotel.
Training target: all hotel employees.
Trainer: Safety Supervisor
Third, the department knowledge and skills training
Training time: every quarter, department leaders make training plans.
Training content: formulate training content according to actual needs and leadership requirements.
Training target: department employees
Trainer: department head
Fourth, emergency plan training
Training time: once every six months (the first half is in mid-June, and the second half is around 1 19 publicity day).
Training content: (1) Emergency plan for handling explosion events; (2) Handling procedures for fighting and hooliganism; (3) Handling procedures for property loss or theft; (4) Procedures for handling cases of robbery, homicide and violence; (5) Fraud handling scheme; (6) Fire emergency plan;
(7) Handling procedures for mental patients or drunken people; (8) Procedures for handling casualties; (9) Food poisoning treatment scheme
Training target: all hotel employees.
Trainer: Safety Supervisor
Fire control knowledge
(A) fire fighting and burning common sense
1. Fire: Fire is a disaster caused by burning out of control in time or space.
2. Combustion must meet three necessary conditions, namely combustible, combustion-supporting substance and ignition source.
3, the basic measures to prevent fire include:
(1) Control combustible materials, and replace combustible or combustible materials with flame retardant or incombustible materials.
(2) Isolated from the air, the use of flammable and explosive substances must be carried out in closed equipment.
(3) Eliminate the ignition source.
(4) In order to prevent the fire from spreading, a fire spacing should be set on the building firewall of the building to avoid new combustion conditions and prevent the fire from expanding.
4. Fire extinguishing method: All fire extinguishing measures are aimed at destroying existing combustion conditions or making combustion free radicals disappear. According to the principle of material combustion and the practical experience of fire extinguishing, there are four basic fire extinguishing methods: isolation fire extinguishing method, suffocation fire extinguishing method, cooling method and suppression method.
(1) isolation fire extinguishing method
Fire extinguishing isolation method is to isolate or remove the burning substance from the unburned combustible substances around it, interrupt the supply of combustible substances, and terminate the combustion due to the lack of combustible substances. Specific methods are:
1. Remove combustible, inflammable, explosive and combustion-supporting substances near the fire source;
2. Close the valves of combustible gas and liquid pipelines to reduce and prevent combustible substances from entering the combustion zone.
3. Try to stop scattering flammable and combustible liquids.
4. Dismantle flammable buildings adjacent to the fire source to form a space to prevent the fire from spreading.
(2) Asphyxiation fire extinguishing method
Asphyxiation fire extinguishing method is a kind of fire extinguishing method to prevent air from flowing into the combustion zone, or dilute the air with noncombustible substances, so that combustible materials can not get enough oxygen and go out. The specific method is as follows:
1. Cover combustible materials with sand, cement, wet sacks, wet quilts and other combustible materials;
2. Spray atomized water, dry powder, foam and other fire extinguishing agents to cover combustible materials;
3. Filling containers and equipment with inert gases such as steam or nitrogen and carbon dioxide;
4, closed fire buildings, equipment and holes;
5. Spray incombustible gas and incombustible liquid (such as carbon dioxide, nitrogen and carbon tetrachloride). ) into combustible areas or on combustible materials.
(3) Cooling method
The cooling method is to spray the fire extinguishing agent directly on the combustion object, so that the temperature of the combustion object drops below the ignition point and the combustion is stopped; Or spray the fire extinguishing agent on the object near the fire source, so that it is not threatened by the radiation heat of the flame and avoids forming a new ignition point. Water is a fire extinguishing agent with good cooling effect.
(4) inhibition method
Inhibition method is that the extinguishing agent participates in the combustion reaction process, and the free radicals produced in the combustion process disappear, forming stable molecules or bottom active free radicals, and terminating the combustion reaction. Halon fire extinguishing agent and dry powder have the function of inhibiting fire extinguishing.
The causes of fires usually fall into three categories:
1, fire accident caused by fire, lack of fire safety common sense, violation of safety operation procedures;
2, due to improper use of electrical equipment;
3, lightning, spontaneous combustion and other causes of fire.
Common sense of fire emergency plan
In case of fire, the waiter should call the internal alarm in time, and the monitoring center will quickly cut off the power supply of the fire floor after receiving the alarm. Volunteer firefighters should actively cooperate with hotel security to put out the initial fire; When the fire spreads and worsens, you should call "1 19" in time, and remember the following points when calling:
1, indicating the detailed address and specific fire location of the fire unit;
2, the nature of the burning substance of the fire unit, such as oil, electricity or cotton fabric;
3. The size of the fire;
4. Name and contact information of the alarm person.
After the fire, organizing and directing the evacuation and rescue of people above the fire floor is the primary task that hotel managers must consider.
Clear division of labor: shift the responsibility to the floor attendant. Responsible for guiding guests to evacuate to a safe area; Evacuation sequence: evacuate from the rooms on the fire floor and the floors above the fire floor; Evacuate all floors below the fire floor, and do a good job of comforting guests, and don't run around;
Guiding self-rescue: the waiter or the communication equipment in the building guides self-rescue, and encourages or guides the guests to go downstairs along the fire stairs; When it is impossible to evacuate from the scheduled fire stairs, the waiter will lead the guests to the rooftop air outlet to wait for rescue;
Pay attention to safety: set up sentries in the middle and on-line evacuation places to point out the direction for evacuees and prevent them from entering the end of the bag-like passage by mistake;
Organize fire fighting: start the fire pump; Turn off the fire prevention in the fire zone; Send people to carry fire extinguishing tools to find out whether there is the possibility of fire spreading and put out the spreading flame in time.
The fourth part of the training plan, the purpose of training
1 Enhance employees' sense of belonging and cohesion to the enterprise.
There are generally two kinds of talent team construction in enterprises: one is by introduction, and the other is by self-cultivation. Therefore, enterprises should continuously carry out employee training, instill enterprise values into employees, cultivate good behavior norms, and let employees consciously work according to routine, thus forming a good and harmonious working atmosphere. Through training, employees' sense of identity with the organization can be enhanced, and the cohesion and team spirit between employees and managers can be enhanced. For enterprises, the more adequate and attractive employee training is, the more value-added role of human resources can be brought into play, thus creating more benefits for enterprises. Training not only improves the professional level of employees, but also improves employees' understanding of their own values and better understanding of work objectives.
2. Improve the technical and ability level of employees.
Post personnel also need to make continuous progress and improvement after taking up their posts, and participate in higher-level professional skills upgrading and post promotion training, so that their professional knowledge and technical ability can reach higher standards of post specifications to meet the needs of future posts.
3 help enterprises to establish learning organizations
In order to establish a learning organization as soon as possible, enterprises should not only effectively carry out all kinds of training, but also run through the "people-oriented" training idea, improve the quality of employees and establish a talent training mechanism that can fully stimulate the vitality of employees. Successful enterprises regard employee training as the source of sustainable income.
4 enhance the competitive advantage of enterprises
If an enterprise wants to establish a competitive advantage, it must provide technologies or services with better quality than competitors, innovative technologies or services that competitors cannot provide, or provide the same technologies or services as competitors at a lower cost. Research shows that employee training has a strong direct impact on the establishment of competitive advantage of enterprises.
Two. Principles and requirements
1 Adhere to the principle of teaching according to needs and stressing practical results. According to the needs of the company's development and the diversified training needs of employees, we will carry out training with rich content and flexible forms at different levels to enhance the pertinence and effectiveness of education and training and ensure the training quality.
2 adhere to the principle of independent training, supplemented by outsourcing training. Integrate training resources, do basic training and routine training on the basis of independent training, and do relevant professional training through outsourcing training. 2.3 Adhere to the principles of training personnel, training content and training time.
Three. Training responsibilities
1 The administrative and human resources department is responsible for the company's training work, including the formulation of training system, the establishment of training system, the improvement of training process, the formulation of training plan, the sending of training notice, the organization and implementation of training, the tracking and feedback of training, the evaluation and summary of training effect, etc.
2. The department head is responsible for submitting the annual training plan or temporary training demand of the department and implementing it; Responsible for the implementation of training in this department; Send employees to participate in various training or outsourcing training of the company; Organize and guide the training of employees in this department in various ways;
Employees themselves are obliged to participate in various trainings organized by companies or departments.
Four. Outline of training plan
According to the needs of various departments and the development of the company, the outline of the 20xx training plan is as follows:
1 Strengthen the induction training for new employees. The administrative and human resources department is responsible for college-level training, in-depth publicity of the company's development history, organizational structure and corporate culture, understanding of the company's personnel system, improving the ability of organization, communication and teamwork, strengthening organizational discipline, making it adapt to the company's environment as soon as possible, integrating into the corporate culture, and completing the role transformation. All departments/departments should strictly carry out department-level training and post-level training for new employees, so that new employees can adapt to the working environment as soon as possible and improve work efficiency.
2. Enrich the training of front-line sales personnel in product knowledge, consultative selling skills and communication skills, and personal efficiency management (time and target management, etc.). ) solve the shortage of professional skills of sales staff and improve performance.
3. Strengthen the service etiquette training, customer service skills and communication skills training of front-line service personnel to improve customer satisfaction.
Strengthen the professional training of clinical medical technicians. Training the doctors' assistants in case writing standardization, customer service etiquette and communication skills, professional knowledge and skills; Clinicians in all departments should closely combine their own specialties, encourage the growth of new theories, technologies and methods in this specialty through self-study, master the knowledge of interdisciplinary and related disciplines, and master the training of medical emergency response ability; Each medical technology department combines its own positions to cultivate professional technical knowledge and skills; Under the principle of training on demand, medical staff are sent to higher hospitals to learn, absorb advanced technology and improve their technical level when the company's economic and time conditions permit.
5. Improve the management skills of middle and senior managers. Middle and senior managers are the makers, guides and promoters of enterprise strategy, planning and system. The quality and management level of middle and senior managers are directly related to the execution and survival and development of enterprises. Therefore, in 20xx, we will vigorously promote the management skills of middle and senior managers. Mainly around the following training contents: seven habits of high-performance people, non-human resource management (recruitment, performance, employee relations, etc. ), execution, leadership, comprehensive budget management, role identification (for new supervisors) and so on.
6. Strengthen departmental team building. Team members should have a strong sense of belonging to the team, be willing to do their best for the interests and goals of the team, and give full play to the individual advantages of team members, so as to improve the overall efficiency of the team.
7 shaping and publicity of corporate culture. Deepen the implementation of employee welfare system and other corporate culture construction.
8. Strengthen the management of foreign training. External trainers must sign external training agreements and other matters; Look for high-quality external training resources and choose from many aspects.
9 qualification training. Some departments and departments need certified personnel (such as doctors and nurses). ) Participate in training and assessment regularly according to the requirements of superiors, and hold relevant certificates after passing the examination.
10 training time. In 20xx years, the cumulative training time of personnel from all departments shall be no less than 2 hours/month.
In order to implement the spirit of "Implementation Opinions of Zhejiang Provincial People's Government on Strengthening the Construction of Teachers' Team" and "Notice of Zhejiang Provincial Department of Education on Establishing the Inspection System of Teachers' Morality and Morality in Primary and Secondary Schools and Kindergartens", and according to the spirit of the Notice of No.88 Document of the Municipal Education Bureau on Doing a Good Job in the Special Training of Teachers' Morality in the Summer of 20xx, keep pace with the times, constantly enrich new contents and highlight new priorities, and combine with the actual situation of the school, the school committee has studied this special training activity and formulated a special training plan:
1. Training target: all on-the-job teaching and administrative staff.
2. Training time: August 25th-August 3rd1.
Three. Training leading group member: Team leader: Lan Jiankun
Team members: Xu Lianshou, Zhang Hongfeng, Lan Mafu and Xu Xiaohong.
Fourth, the training content:
1. The theme of this summer's teacher's ethics training is "to be a teacher by example and strive to be a good teacher satisfied by the people".
2. Learn policies and regulations and review the Teachers' Professional Ethics.
3. Teachers' morality and style education, learning "the most beautiful teacher in Zhang Lili".
4 held advanced teachers, outstanding party member "education pioneer" case reports and lectures.
5. Learn the spirit of the summer study meeting of the city's primary and secondary school principals and the speech of Comrade Tong Yunlong, director of education.
6. According to the standard of teachers' morality, find out the existing problems, organize "open door evaluation", and do a good job in the study, inspection, transformation and selection of teachers' morality pacesetter. Do a solid self-analysis, find out the reasons and the crux of the problem according to the teacher's ethics, put forward solutions and measures, and write a good learning experience of more than 20xx words, and submit it to the school office 3 1 before.
V. Training form: the combination of centralized learning and decentralized learning; The combination of time and reflection; Combine theoretical study with exchange and discussion.
Close.
Training requirements for intransitive verbs:
1, study hard and take notes.
2. Attend the meeting on time and observe discipline.
3. Learn to lead and improve yourself.
4. Summarize the reflection and submit it for filing.
Seven. Specific training arrangements