星级酒店培训纲要(中英文对照).doc

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Human Resource Training Department培训部Standard Operating Procedure标准运作程序Liuhu International Hotel柳湖书院国际酒店STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: TRAINING主题:培训Policy政策All Liuhu International Hotel Properties employees, regardless of position, will receive training for their specific job. The training will be systematically planned and implemented to ensure that employees develop their potential in order to achieve and maintain performance standard. 所有由柳湖书院国际酒店管理的员工, 应根据其职位接受有关专业知识的培训。培训应有系统的计划并贯彻它，以确保员工发展其潜能以达到工作标准。Each Division Head is responsible to ensure that he plans for the training of all staff in his area of responsibility and must follow up on issues below. 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以下事项。Procedure程序1.On Job岗位培训Plan for training of all staff which must conducted by Senior Management and recorded on training Checklists. 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.Training Department培训部To co-ordinate training of all staff with Training Manager in order to ensure staff have the ability to do their job to a high standard. 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.Training should involve:培训内容包括：A. Customer Service礼貌服务B. Product Knowledge产品知识C. Technical Skills技能技巧D. English for all Front Line staff针对所有前线员工的英语课程4. Provide the Training Manager with a monthly schedule of training to be conducted by your Department, but also what areas you required them to train your staff on.Training is to be considered important in order to develop our staff and must be meaningful and results driven. 向培训部经理提交你部门的培训进度表，且你可以要求任何部门帮助培训你的员工。为了提高员工素质并获得有效结果，培训被认为是非常必要的。5. Schedule will be prepared to cover the training require to meet the performance standard. 准备符合要求的培训进度表以达到工作标准。6. Trainers will be responsible for carrying out the training. No employee will be placed in a job with no training, nor will the training be carried out by “ putting the trainee with another employee ”with no organized structure for training. 培训者应负责完成培训。任何员工都不能未经培训就上岗， 或是由组织架构所不允许的“员工培训培训生”来完成此项培训。7. Follow up on progress of training conducted by personally inspecting staff performance on. 跟进培训进度并亲自检查员工工作情况。A. Customer Service礼貌服务B. Revenue Management效益管理C. Cost Management成本控制D. Product Presentation and so on公司形象等等STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: GENERAL ORIENTATION CHECKLIST主题:全面入职培训检查清单Policy政策All staff must attend General Orientation, this includes all Management and staff, no exceptions. This will ensure that all staff obtain clear guidelines regarding the Management Company philosophy and culture. 所有员工必须参加全面入职培训，包括所有管理人员和员工，无一例外。这将确保所有员工对管理公司的宗旨和文化有一个清楚的了解。Procedure程序1. General Orientation is separated into 5 sections within One & Half day time. Checklist as follows: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：First Day第一天1) Morning Section 早晨部分(To be Conducted by Deputy General Manager由常务副总经理进行)Introduction公司背景介绍Introduction to Company Property 公司介绍Pre-Opening Period筹开期Mission Statement任务使命Nurturing and Developing People培养和扩大员工队伍Product Presentation公司形象Customer Service礼貌服务Revenue Management效益管理Cost Management成本控制Monitoring Our Competitors密切注视我们的对手Training培训Take responsibilities of the Hotel Property为酒店财产负责Finally最后2) Morning Section早晨部分(To be Conducted by Training Manager由培训部经理进行)Corporation Background Introduction公司背景介绍Introduction to Owners业主介绍Introduction to Company Property公司介绍Company Location Plan公司区域计划Introduction of Executive Team管理层介绍Mission Statement任务使命5 Corporation Key Objectives 五项任务目标Moment of Truth真理瞬间Total Customer Service Concept全面服务概念Personnel and Training 人事和培训Concept of Training 培训概念Qualities of company Staff公司员工素质A Simple Smile简单的微笑Who is Our Customer谁是我们的客人Sales and Marketing销售和市场Our Company我们的公司 Standard of Grooming & Hygiene仪容仪表和卫生标准Focus on You您就是焦点3) Afternoon Section 下午部分(To be Conducted by Personnel Manager由人事部经理进行)Insurance & Prevent Damage保险和防止损失Health and Safety健康和安全Utilize Chemical Articles Safely安全使用化学用品Working Time & Holidays工作时间和休息Employee Method雇用方式Labor Contract, Probation Period & Dismiss劳动合同，试用期和解雇Punishment Measure惩罚措施Society & Party社交集会Agreement协议Shake Hands握手4)Afternoon Section下午部分(To be Conducted by Security Manager由安全部经理进行)Security安全Fire Safety防火安全Fire Prevention预防火灾How to Handle an Accident如何处理紧急情况How to Report a Fire如何报告火灾How to Use the Fire Extinguisher如何使用灭火器Fire Alarm火警警报Second Day第二天5)Morning Section早上部分(To be Conducted by Training Department由培训部进行)Company Tour公司旅游Review the General Orientation回顾全面入职培训Test测试2Remarks: Staff should bring along with their Staff Handbook, pads & pens.注意：员工应携带自己的员工手册、笔和本子。3.All staff will be required to acknowledge they have attend each session by signing Attendance Record, if for some reason they did not attend, they must attend at the next stage. 所有员工必须参加每次的培训课程并签到，如果由于某种原因未能参加，则必须参加下一次的培训。4. It is the Division Heads direct responsibility to follow up to ensure all their staff attend the Orientation. 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。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: DEPARTMENTAL INDUCTION主题: 部门入职培训Policy政策After the General Orientation, the concerned staff must be send back to the Department for Departmental Induction, in order to let them know clearly about their Departments Structure and Policy.在全面入职培训后,相关员工应被带回部门进行部门入职培训,以便他们能够清楚了解部门的架构和政策。Procedure程序1. Departmental Orientation Check List部门培训检查清单（This is conducted by the Department这将由部门进行）1) Introduction to Department Managers/Supervisors介绍部门经理/主管2) Explanation of Job Description and Checklist工作描述及检查清单的说明3) Explanation of Roster, Working Hours解释排班表及工作时间4) Meal Breaks and Rest Pause进餐时间和工作休息5) Department Policy and Procedures部门规章及程序6) On Job Training Standard岗位培训标准7) Standard Uniform Requirement制服要求标准8) Standard Courtesy Requirement礼貌要求标准9) The Task and Important Station Department部门的工作及重要地位10) Department Organization Structure部门组织结构11) Grooming & Courtesy仪容仪表及礼貌礼节12) Service Standard of Department部门服务标准13) Cooperation with other Department同其他部门合作2. Departmental Orientation Follow-up跟进部门入职培训（This Section is also conducted by Department这部分也将由部门进行）1) Date of Completed完成时间2) Conducted by Supervisor or Department Head B由主管或B级经理跟办3. Induction Review by Department Head由部门经理进行回顾检查1) Date for Completed完成时间2) Conducted By主持人3) Points Raised重点4) Evaluation copied to Personnel & Training Department评估后抄送人事部和培训部4. This Induction Checklist must be kept on file by Division Head with a system to ensure it is not only filled in Correctly, but also completed within the 3 month probation period. 这项培训检查清单必须由部门总监系统化的保存以确保填写正确，并在三个月试用期内完成。5. At completion this must be passed over to the Training Department for filing with employees Training Records. 完成后送交培训部作为员工培训档案保存。6. It is the Division Head direct responsibility to follow up to ensure all their staff attend the Induction. 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。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: HOW TO CONDUCT EFFECTIVE 3 MONTH PROBATION ASSESSMENT主题: 如何进行三月试用期后的有效评估Policy政策In order to ensure you are fully prepared to evaluate your employees performance, you will need to have followed the steps below. 为了确保你为员工工作评估做好充分准备，你必须跟进以下步骤。Procedure程序1. Maintained a Log Book that provides you specific issues that you need to discuss with employee based on positive performance to encourage staff, but also areas that require immediate improvement. 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. Should you decide to extend the probation period you will need to discuss this with your supervisor to clarify the correct procedures. 如果你决定要延长员工的试用期，应预先和你的主管讨论并遵循正确的程序。3. Should you decide to terminate the employee it is critical to maintain a det