酒店管理培训人力资源Oeientation(叶予舜)

DEPARTMENTORIENTATIONMODULE1TRAINERSNOTESAboutthisManualThisManualhasbeendevelopedasaprofessionaltrainingtooltoensurethatalltheimportantareasofaDepartmentOrientationarecoveredandtoensurethatalloutlets/departmentscarryoutOrientationinasimilarwaythroughouttheHotel.Themanualisdesignedtofreestandinaclearvieweaselonatableordeskbetweenyouandthetrainee.Thepagefacingyouisbrokendownintotwosections,“Guidelines”indicatestheareas/mainpointsyoushoulddiscusswiththetrainee,“DepartmentNotes”isaspaceprovidedforyoutorecordthespecificanddetailedinformationabouttheoutlet/department,thatyouneedtocommunicatewiththetrainee.Thepagefacingthetraineeisavisualaid.Becreativeandbringthemanualtolifewithcolours,photographsandpictures.Pleaseaddextrainformationtothismanualifyouwish.TRAINERSNOTESWhenshouldDepartmentOrientationbecarriedout?DepartmentOrientationshouldtakeplaceontheFirstdayofemployment.Nonewemployeeshouldbelefttofeelconfused,neglectedorunimportant.ItreflectsverypoorlyontheCompany,Hotel,Departmentandyoupersonallyifwedonotadoptaprofessionalapproachbyplanningaheadtoensurethatorientationhappensonthefirstday.WhoshouldcarryoutaDepartmentOrientation?IdeallytheHeadofDepartmentshouldruntheDepartmentOrientationsessiontoindicatetheimportanceoftheemployeeandthetrainingtotheorganisation.However,aqualifiedtrainermaybedelegatedtorunthetrainingsession.TRAINERSNOTESGETTINGORGANISEDPlanningaDepartmentOrientationSession:•Allocatesufficienttimetodothetrainingwell•Readthemanualatleastoncebeforerunningthesession•Findasuitablelocationtoholdthesession-asquietaspossiblewiththeminimumnumberofdistractionspossible•Tellyourcolleagueswhereyouareandaskthemnottodisturbyou(inpersonorbytelephone)•Makesuretheroomiscomfortable/tidyforthetrainee-chairs,lighting,airconditioningetc.•Makesurethatyouhavealltherelevantdocumentationwithyou(seenextpage)TRAINERSNOTESGETTINGORGANISEDWhatyouwillneedtogive/showthetrainee•Giveout2copiesofhis/herjobdescription-1fortheemployee,returnsignedcopytoPersonnel•Giveoutacopyoftheroster/schedule•Giveoutacopyoftheoutletfireplan•Showthedepartment/outletServiceStandardsManual•Showthetraineehis/herindividualemployeetrainingrecord•Givethetraineeacopyoftheirinitialtrainingplan•Givethetraineenotepaperandpentomakenotes,ifnecessaryTRAINERSNOTESWhereshouldtheDepartmentOrientationsessionberecorded?TheDepartmentOrientationsessionshouldberecordedintheemployee’sIndividualTrainingRecord.WELCOMETOTHECROWNEPLAZASURFERSPARADISEWELCOMETOTHE(CrownePlazaSurfersParadise)GUIDELINES:-Placethistrainingpackinfrontofthetraineeatthestartofthesession.WELCOMETOOURTEAMANDTOYOURDEPARTMENTORIENTATIONWELCOMETOOURTEAMGUIDELINES:-Greetthenewemployee-Introduceyourselfbynameandposition-Askhowtheemployeeisandalittlebitabouttheirbackgroundandexperiencetorelaxthem-Explainthepurposeofdepartmentorientation-Statehowlongthesessionwilltake-Statethatiftheemployeehasanyquestions-he/sheshouldfeelfreetoaskDEPARTMENTNOTESWHO’SWHOINOURTEAMTypenamehereTypetitlehereTypenamehereTypetitlehereTypenamehereTypetitlehereTypenamehereDepartmentalHeadWHO’SWHOINOURTEAMGUIDELINES:-Statepositionsinthedepartmentandabroadoutlineofthedutiesofeachposition-Givethenameofthepeopleinthosepositions.-Showphotographsifpossible-IntroducenewemployeetorelevantpersonnelDEPARTMENTNOTESHEALTH&SAFETYHEALTH&SAFETYGUIDELINES:-Wehavearesponsibilitytolookafterthehealth&safetyofallourguests,staffandvisitorstotheHotel-Ifyouspotanyhazards/dangersintheHoteltellyoursupervisor-Removethehazard/dangerifyoucandosowithoutinjuringyourself.Ifyoucannot,putupawarningsign-“Preventionisbetterthancure”-Givethenewemployeealistofthetypicalhazards/dangersthatmightariseinhis/heroutlet.-Statehowtopreventaccidentsfromthesehazards/dangers-ExplainaboutthehealthfacilitiesavailableintheHoteli.e.nurse/doctorDEPARTMENTNOTESACCIDENTREPORTINGACCIDENTREPORTINGGUIDELINES:-Allaccidentsmustbereportedtoyoursupervisorimmediatelysothattheycanbeinvestigatedandpreventedinthefuture,ifpossible.-ThesupervisorwillcompleteanAccidentReportFormandsenditHumanResources-Copiesofformsarekeptinthedepartment-MostaccidentshappenwhenweareinahurryorarebeingcarelessDEPARTMENTNOTESFIRSTAIDARRANGEMENTSFIRSTAIDKITFIRSTAIDARRANGEMENTSGUIDELINES:-TheHotelhasabrigadeofqualifiedfirstaiders-Telltheemployeethenameofthedepartment/outletfirstaider-Alistofallhotelfirstaidersisonthestaffnoticeboard-Showthenewemployeethelistkeptintheoutlet-Firstaidboxesarekeptinmostoutlets,theyarecheckedandrestockedbydepartmentfirstaiders-Showlocationofoutletfirstaidbox-Intheeventofanaccident/illnesstoaguest/staffmember-callthenearestfirstaiderDEPARTMENTNOTESSECURITYSECURITYGUIDELINES:-ProtecttheHotel,itsproperty,ourguestsandstaff-Don’tstorevaluablesorhotelpropertyinyourlockerandkeepitlocked-Keepkeysonyourpersonatalltimes-signtheminandout-Don’topenlockeddoorsforotherpeopleunlessauthorised-Don’t“borrow”hotelproperty-Question/reportsuspiciouspeople/incidentstoyourmanager-Don’tcountlargesumsofcashinunprotectedareas-Don’tdiscussinternalpolicies/revenuewithoutsiders-Don’tdiscusspersonalinformationaboutguests/staff