1, etiquette, manners, etiquette
1, etiquette, manners and etiquette concept
2, etiquette, manners and etiquette of the requirements
3, courtesy of the use of words in the scene
4, telephone etiquette
5. Etiquette and customs of the world's major countries
2. Grooming
1. Meaning of Grooming
2. Service quality standards
3, the specific performance of quality service
4, customer complaint handling and complaint analysis
5, the basic requirements to do a qualified hotel staff
Four, staff mentality training and management
Front Office Department training content outlineI. Position Responsibilities
Lobby Assistant Manager, Foreman, Receptionist
Two, working procedures
1, VIP reception specifications and daily reception procedures, cashier procedures
A, supervisor, foreman, lobby assistant daily working procedures
a, guest complaints
b, hotel property theft, guest property theft
c, damage to articles compensation
d, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness, drunkenness
d, the handling of drunken guests
e, the handling of fights and assaults
f, medical emergency and the handling of the death of the guest
g, emergency power outages
h, fire alarms, fire emergency response
B, guest room scheduling procedures, the correct understanding of the room state, the label and check-in, the skilled operation of the billing system
C, the hotel property theft, theft of guests' property
c, compensation for damage to items
C, room opening procedures and notes for casual guests, agreement units, and groups
D, room exchange procedures and room fee transfer procedures
E, procedures for handling late departure and procedures for reminding room fee payment
F, operating procedures and specifications for cash and luggage storage
G, umbrella rental procedures
2, inquiries, and handling Work procedures
A. Ruili main attractions, scenic spots, dining, entertainment, shopping introduction
B. Valet message, valet mail, booking procedures
C. Consignment of goods handling procedures
3, the switchboard telephone answering, transfer procedures and requirements
A. Switchboard software proficiency in the operation of the (transfer, forced insertion, history of number) (transfer, forced insertion, history number, billing, forbidden to leave, forbidden to enter, etc.)
B. Wake-up call service operation procedures (group, casual)
C. How to use the hotel telephone
D. International long-distance call acceptance procedures
E. Telephone answering specifications and call requirements
4. Hotel room reservation
A. Reservation procedures and notes for group and agreement units
A. Reservation Procedures and Notes
B. Reservations for Casual Guests
C. Regulations and Confirmation of Reservation Time
D. Handling of Excess Reservations
5. Daily Operating Procedures of the Business Center
A. Receiving, Sending and Charging of Faxes
B. Typing, Photocopying, and Graphic Processing
C. Public **** Calling Services
D.
D. Air ticket, coach ticket, train ticket booking and travel agency
3. Service Quality Standards for Each Position and Business Skill
1. Service Quality Standards for Cashier and Reception Service
2. Service Quality Standards for the Business Center
3. Service Quality Standards for the Switchboard
4. Service Quality Standards for the Lobby Assistant
5. p>5. Baggage service quality standards
4. Currency knowledge and general knowledge of the use of POSS machines
1. Identification of genuine and counterfeit banknotes
2. General knowledge of cheques
3. Use of the POSS machine card and precautions to be taken
5. Functional operation of the hotel's account management system
6. Management norms
1, the guest room card lost emergency treatment norms
2, the guest forgets to bring the room card, the request to open the door operation norms
3, the accounts, cash safekeeping norms
The guest room department training content outline1, the guest room department's position in the hotel
2, the guest room department post duties (supervisor, foreman, waiter)
Third, the room state of knowledge and labeling
Fourth, guest room cleaning procedures and quality standards
A. Preparation for cleaning the guest room
B. Cleaning guest room operating procedures
C. Guest room cleaning and opening the night bed of the operating procedures
D. Cleaning the attention of the resident room
E. Checking check-out requirements and notes
E. Requirements and precautions
V. VIP reception specifications and service procedures
A. Classification of VIP and reception requirements
VI. Management standard of master key in guest room
Eighth, guest room quality inspection and acceptance standards
Ninth, guest room service efficiency standards
A, empty room, dirty room, resident room cleaning efficiency
B, goods distribution efficiency
C, guest complaint handling efficiency
D, check-out inspection efficiency
E, leftover items handling efficiency
F, the efficiency of extra bed service in guest rooms
G, the efficiency of other things on behalf of the guests
Ten, the collection of guest room laundry requirements and precautions
Eleven, guest rooms comprehensive knowledge of the question and answer
Twelfth, the requirements and norms of the Chinese bed-making (Chinese bed-making practice operation)
Thirteen, the cleaning and maintenance of wood furniture and maintenance method Cycle
nineteenth, room hardware cleaning and maintenance methods
fifteenth, carpet daily maintenance and care methods and requirements
sixteen, common pollution in the room, the classification of stains and cleaning methods
seventeen, the use of commonly used detergents in the room and precautions to be taken
eighteenth, the use of vacuum cleaners and maintenance Public health training content outline
I, public health cleaner duties
II, the lobby daily cleaning methods and quality requirements
III, public **** bathroom cleaning quality requirements
IV, classification and use of public health cleaner
V, classification and daily care of stone
A, renovation
B, daily crystallization of the type of cleaning agent used and precautions
With the use of the cleaning agent, the cleaning agent can be used to clean the bathroom.
B, daily crystallization care
VI, carpet classification and cleaning methods
A, wool carpet
B, chemical fiber carpet
C, blended carpet
seven, glass cleaning methods
eight, furniture wax maintenance methods
nine, hardware, copper, stainless steel cleaning and maintenance methods
X. Classification and Cleaning Methods of Common Stains in Public Health
XI. Safe Use of Public Health Machines and Equipment, Precautions and Maintenance Regulations
Outline of the Training Content of the Security DepartmentI. Awareness of the Department
II. Duties and Responsibilities of Security Guards
III. Handling of Various Types of Emergencies and Fire Safety
A, Loss of residents' belongings
B, the handling of fire and guest evacuation
C, fraud, theft, robbery, murder and other violent events and preventive measures
D, fights, hooligans and nuisance prevention and treatment
E, explosions and suspicious items of the emergency treatment
F, drunken guests, mental illness, the prevention of trouble and treatment of people Handling of food poisoning events
H. Handling of sudden deaths
I. Handling of power outages, blackouts and other natural disasters
D. Establishment of the hotel safety inspection system
A. Principles of the hotel's safety management
B. Contents of the hotel's safety management inspection
C, Safety Inspection System Implementation Measures
V. Hotel Fire Safety Management Measures
A. Organization and Management of Fire Fighting
B. Fire Fighting Code
C. Prevention of Fire
D. Strengthening of Safety and Fire Fighting Management in Key Areas
E. Installation Rules for Electrical Equipment
F. Regulations on the Use of Fire in Construction
Sixth. p>
VI. Parking Lot Safety Management
A. Vehicle Entry and Exit Management and Registration
B. Vehicle Parking Position Arrangements and Precautions
VII. Management of fire fighting pools
D. Management of fire fighting valves
E. Management of fire fighting lights
F. Management of fire fighting alarms
G. Management of fire fighting lanes
H. Familiarization with the operation and use of fire fighting sprinkler system and smoke detection system
Highlights: Establishment and implementation of fire fighting plan in the hotel
How to establish and implement fire fighting plans in the hotel
How to establish and implement fire fighting plans in the hotel
How to establish and implement fire fighting plans in the hotel
A, the formation of volunteer fire brigade
B, the arrangement and coordination of various departments in the event of a fire
Engineering Department Training Content OutlineSlightly 。。。。。。。。。。
The training materials will be handed over to the engineering department to see and learn by themselves.
Remarks: The above training content is arranged for each department 2 sessions per week, training time for 4:00-5:30 pm, until the training is completed. After the training for the assessment, but failed to give the opportunity to make up a test 1 time, make-up test failed to be given to discourage the treatment. And in the future, each department to arrange weekly learning once, in the work of the implementation of the focus, in order to achieve business skills and comprehensive quality enhancement.
Planning: Li Xingwei
2008-10-07