酒店开业前客房培训计划

第1页共7页XX酒店开业前客房员工14天培训计划第2页共7页客房员工14天培训计划DAY1HRIntroduction;WelcometoThehotel人力资源介绍，欢迎来到酒店HRHotelOrganization;Whoiswhoanddepartmentalrelationships酒店组织结构，部门职能和部门间的相互关系HRExecutiveCommitteeIntroductions;AssociateIntroductions酒店行政委员会介绍，同事介绍。HRYourNewHotel/Facilities,segmenttypeandpersonality人力资源你的新酒店、设施，部门的类型和特征。HRMarriottInternationalStructureandPhilosophies人力资源：组织结构和企业文化HR/DHHoursofOperation人力资源/部门主管：运做时间HR/DHRulesandRegulations;Thebasicgroundrules人力资源/部门主管：规章制度，基本制度HR/DHAppearanceandStandards人力资源部/部门主管：外表和标准HR/DHSafety;Workinginasafeenvironment;Dealingwithemergencies人力资源部/部门主管：安全；工作环境的安全；紧急事故处理HR/DHTourofHotel人力资源部/部门主管：参观酒店Iftotalhotelorientationisahalfday,theDHshouldensurethattheHR/DHtrainingtakesplaceintheafternoon,afterthetotalhotelorientation,tocoverthoseitemsasindicated.如果酒店的入职培训进行半天时间，部门主管必须确认人力资源部/部门主管的培训必须在下午进行，在整个酒店的入职培训结束后，包括了以上所提到的项目。HR=HumanResources人力资源第3页共7页DH=DepartmentHead部门主管DAY2CLASSROOMTRAINING课堂培训IntroductiontotheHousekeepingDepartmentWhoisWho谁是谁Schedules日程安排GuestSatisfaction客人满意度GuestResponse客人反应PersonalSafety个人安全WorkingSafety工作安全GuestandGuestRoomSecurity客人及客房安全LostandFound失物招领FireDrillProcedureandResponsibilities消防演习程序和应对AssociateRotas排班表WorkingAreas工作区域Responsibilities职责Hospitality好客Resource:HospitalityManual;ServiceExcellenceManual资源：“好客”手册，卓越服务手册DealingwithInternalandExternalCustomers接待国内外客人InterdepartmentalRelationships各部门间的关系Communicationskills沟通技巧Resource:1st10HousekeepingManual客房手册ExplanationofWhyHousekeepingDutiesContributetoaSmoothCheck-In解释为什么客房的职责是致力于入住的顺利办理。第4页共7页Process程序Video视频Self-senioring自我提升DAY3CLASSROOMTRAINING客房培训1.EcolabGuestroomTraining电子化客房培训Resource:EcolabWorldTrainerServices:VideoandTest资源：“电子化的培训：视频和测试”2.DirtSchoolTraining清洁学校培训Resource:Introductionandexplanationofhowandwhentousecleaningsuppliesandchemicals资源：介绍并解释如何与何时使用清扫工具和药水andtheirsafeuse.并且他们的安全使用。3.Post-ItStickerTest测试Resource:Explanationandtestingtheacquiredknowledgeofassociatesbyhavingthemattachtherightcoloredpost-itstotherightareatoclean.资源：通过他们正确地用颜色帖粘贴到正确的清洁区域，解释并测试员工已经学到的知识。4.FloorandCarpetCleaning地面和地毯的清洁Resource:CleaningCertificationManualDirtSchool:Correctmethodsforcleaningvariousfloorsurfaces,i.e.,carpet,marble,etc.资源：“清洁类别手册”清洁学校：正确的方法清洁不同的地面，地毯、大理石等。5.EquipmentMaintenanceandUsage设备的保养和使用Resource:“DirtSchool:”Ongoingmaintenanceofequipment;Safeandcarefuluseofequipment资源：“清洁学校”正在进行的设备的保养；安全和小心的使用设备。6.SpecialCleaningSupplies特殊清洁支持第5页共7页ENDOFCLASSROOMTRAINING课堂培训结束DAY4-14ONTHEJOBTRAINING在岗培训RoomAttendantTraining客房服务员培训GeneralInformation总体信息MasterKeyProcedure万能钥匙程序UsageofPager/Radio对讲机、无线电话的使用LinenIdentification布草鉴别StockingtheCart(funexercise)布草车的使用Amenities,SuppliesandLinen易耗品补充和布草EnteringaGuestRoomDo'sandDon'ts进入客房“应做”和“不应做”HowtoMakeaBed(funexercise)如何做床CleaningStandards清洁标准WorkinginRooms房间工作EIWOMakingaBed做床CleaningaBathroom清洁浴室WorkingintheRoomtheMarriottWayMARRIOTT的在客房工作的方式SelfInspection自查UpdatingRoomStatus更新房态TurndownService夜床服务OrganizationofLinenRoom布草房组织结构UsageofWorkOrders工作单的使用UseofHousekeepingReport房务报表的使用HowtoOpenandPrepareaSofabedorRollaway如何打开和准备加床DutiesonGuestFloors,i.e.,RoomServiceTrays客人楼层职责，也就是客房服务托盘FloorsupervisorsshouldattendthesametrainingandonedayofPMS/FIDELIOtraining.第6页共7页楼层主管需要参加一天的电脑系统/FIDELIO（操作系统名）培训DAY4-14ONTHEJOBTRAININGHousekeepingAides行政管家助理GeneralInformation总说明MasterKeyProcedures万能钥匙的程序UsageofPager/RadioCleanlinessStandardsEIWO(EverythinginWorkingOrder)任何事处于正常运做状态UsageofWorkOrdersEnteringaGuestRoom(Do'sandDon'ts)OrganizationofLinenRoomWorkinginPublicAreas-FloorsDutiesontheFloors(Dusting,Vacuuming,etc.)除尘、吸尘等UseofVacuumCleaners,Mops,Buckets吸尘器、拖把、清洁桶的使用UsageofSpecialMaterialsandChemicalsDailyMaintenanceofEquipment每日设备的保养DailyCleaning每天清扫Lobby大堂Elevator电梯Escalators自动扶梯RestaurantandBars餐厅和酒吧Hallways走廊Carpets地毯MarbleCase大理石Offices办公室TrashRemoval垃圾的转移Restrooms休息室第7页共7页GlassCleaning玻璃清洁BackofHouse后勤部门LockerRooms衣帽间MainEntrance主入口AshBinsandTrays垃圾桶和托盘PublicareasupervisorsshouldattendthesametrainingandonedayofPMS-FIDELIOtraining.PA主管需要参加同样的一天PMS-FIDELIO培训