星级酒店培训纲要(中英文对照)(免费).doc

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 detailed record of the reasons in order to ensure it is done for specific reasons which are easy to recall. And this will need to be discussed with Senior Management for prior approval and General Manager. 如果你决定终止员工合同，为于确保能随时回忆起此项特殊原因，保留其原由的细节资料是很必要的。这还应和高层管理层进行讨论并预先得到总经理的批准。4. When conducting the assessment you will need to obtain the form from Personnel Department which then you will need to organize a day and time with the employee to discuss. 在进行评估时你应从人事部获取表格，然后安排时间同员工进行讨论。5. Once completed you will then need to pass onto the relevant section for approval. 完成后你应将表格送交相关部门批准。6. The Training Department has a training session on how to conduct the above, in order for Management to conduct proper assessments. 培训部将就管理层如何进行合适的评估提供有关培训课程。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 APPRAISAL主题: 如何进行有效鉴定Policy政策The appraisal is conduct annually after or just prior to 12 months employment, but must be done no later than 14 days after, 12 months service. 鉴定是员工工作每满12个月后或将满12 个月进行的，但最迟进行时间不能超过满12个月后的两周。Procedure程序1. company Standard Appraisal Form must be used during the review and can be obtained from Personnel.公司标准鉴定表应分为：1) Rank & File (6B & Below) Appraisal Form. 6B或以下级别的员工鉴定表。2) Supervisor and Above (6A & Above) Appraisal Form. 主管以上（6A及以上）级别鉴定表。2. Based on a one on one environment, unless otherwise necessary but discuss with Division Head. 选择一个不受干扰的独立环境，如有其他选择要先征得部门经理的批准。3. Explain clearly to the Staff all the points which printed on the Appraisal Form. 向员工清楚解释鉴定表上的各项内容。4. Request them to fill in with their own thoughts and comments.要求他们按照自己的想法和情况填写。5. Review staff completed Appraisal Form, go through all points and discussed his/her performance together with oneself. 回顾员工完成的个人鉴定，同他/她讨论鉴定表上的各项内容及其工作情况。6. Give your staff a clear guide line and suggestion in order to up grade their abilities and job skill. 给予员工清楚的指导方针和建议以提高他们的能力和工作技巧。7. Patiently explain and correct their negative ideas. 耐心解释和纠正他们的消极思想。8. Once completed the Original Form must be returned to Personnel Department for filing. 完成后将原件送回人事部存档。9. It is the Division Heads direct responsibility to follow up to ensure all their staff attend the Appraisal. 部门经理将直接负责跟进以确保所员工参加鉴定。10. The Training Department has a training session on how to conduct the above, in order for Management to conduct proper appraisals.培训部将就管理层如何进行有效鉴定提供有关培训课程。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: TRAIN THE TRAINER主题: 培训培训者Policy政策In order to uniform the Company Standard, all Department should assign Senior Staff to act on the Department Heads behalf to train up Junior Staff. Whoever are being assign to be the Trainer should attend a 3 Days-Train the Trainer Course. 为了统一公司标准, 所有部门应指派高级员工代表部门经理培训初级员工。任何被指定为培训者的人应参加为时三天的培训课程。Procedure程序1. The assigned Senior Staff should fill in an Application Form as reference. 指定的高级员工应按要求填写申请表备查。2. 3 - day Training will be arranged on schedule as follows:三天的培训按进度表安排如下：1) Day 1 will be Conducted by Training Manager 第一天由培训部经理进行培训2) Day 2 will be Conducted and Supervised by Department Heads 第二天由部门经理进行培训3) Day 3 is the Examination Date 第三天进行检查测试3. While training completed and passed in all examinations, he/she can be considered as a Departmental Trainer. Examinations are considered with following ways: 当完成培训并通过测试后，他/她将被认为是一个合格的部门培训者， 测试应考虑以下几方面：1) Oral 口试2) Written笔试3) Operation操作4. Checklist for Train the Trainers培训培训者检查清单1) Day one - Morning Section 第一天 - 早上部分(To be Conducted by Training Department由培训部进行)Explain the total process of training解释总体培训进程Way of identify training needs确定培训需要的方法Standard and Procedure, Responsibility to be a Trainer作为培训者的标准、程序及责任Training Need Analysis Form培训需求分析表Use of Task Checklist工作效果检查清单Format of a Task Checklist工作格式检查清单5 Objectives on training培训的五项目标Training Plans培训计划Communication Skills沟通技巧Communication Channels沟通渠道Communication Barriers沟通障碍Steps for communication process objectives沟通目标进程中的步骤Voice Communication声音沟通Language Communication语言沟通Vision Communication视觉沟通Games to understand the importance of Communication了解沟通重要性的游戏2) Day One - Afternoon Section 第一天- 下午部分(To be Conducted by Training Department由培训部进行)Best time to Train培训的最佳时间Be Supervised & to Supervised被管理者和管理者Training is not only Education培训并不仅仅是教育Understanding the Principle of Learning了解学习的方法Do and Dont应该做的和不应该做的Training Direction培训方向Trainers Job Description培训者工作描述Team Building团队建设Definition of Team Building团队建设的定义Course Objectives课程目标When to do the Team Building何时进行团队建设Success through a positive mental attitude通过积极的态度获得成功Winners vs Losers成功者和失败者Brain Teasers智力游戏Trainers Regulations培训者制度Explanation on Trainers Evaluation解释培训者的评估Team Building Games；团队建设游戏Fill in the Evaluation Form填写评估表3) Day Two - Morning Section 第二天 - 早上部分(To be Welcomed by Department Head由部门经理致欢迎辞)(To be Conducted by Concerned Departmental Trainers由相关部门培训者进行)4) Day Two - Afternoon Section 第二天 - 下午部分(To Be Conducted by Concerned Trainers由相关培训者进行)5) Day Three - Morning Section 第三天 - 早上部分(Examination by Training Department由培训部进行测试)6) Day Three - Afternoon Section第三天 - 下午部分 (Examination by concerned Department由相关部门进行测试)5. Trainers have to attend the monthly training meeting on Wednesday of the 3rd week of each month at the Training Room by 3:00pm. 培训者必须于每月第三个星期的星期三下午三点在培训教室参加每月培训会议。 1) Conclusion for last months training.总结上月的培训。2) Trainers should submit the forthcoming months training plan. 培训者应提交下月培训计划。3) Discuss the submitted training plan, and advised by Training Manager. 讨论所提交的计划并由培训部经理给出建议。4) Monthly Evaluation on trainers performance. 每月评估培训者的工作。6. Trainers also requested to attend the end of year training meeting on Tuesday of the 2nd week in December at the Training Room. Memo will be sent for reference. 培训者也应按要求于十二月的第二个星期二在培训教室参加年终培训会议。All Management and Supervisor must pass the examination otherwise they will be required to repeat one more time, should they not pass again, this will be considered that the employee is not suitable in his/her current position and their employment will be reviewed by Deputy General Manager. 所有管理人员和主管必须提交此项检查表，否则将被要求再做一次，如果还没有交，我们会认为此员工是否适合他/她现在的职位或由常务副总经理审察其情况。It is the Division Heads direct responsibility to follow up to ensure all their staff attend the training. 部门经理将直接负责跟进以确保所有相关员工参加此项培训。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: GROOMING AND HYGIENE主题: 仪容仪表和卫生Policy政策This is a Company Policy that all Staff should be advised to pay much attention on their grooming and hygiene, since it will affect our Companys image. 这项公司方针提醒所有员工要非常注意他们的仪容仪表和卫生, 因为这将影响公司的形象。Procedure程序1. All staff should attend the grooming and hygiene lesson which is conducted by the Training Department, slides for the Company Standard Uniforms and Grooming Requirement will be shown during the class. 所有员工应参加由培训部提供的仪容仪表培训，在课堂上放映公司标准制服及仪容仪表要求。2. Print out of the Standard Regulation will be distributed to staff during the lesson. 打印出标准制度在课堂上分发给员工。3. Spot check with checklist will be taken by Training Team and Department Heads. 由培训部或部门经理根据检查清单进行抽查。4. Disciplinary Action will be taken whenever one staff has been caught for more than 3 time. 任何违反纪律超过三次的员工将受到惩罚。It is the Division Heads responsibility to ensure all their staff are in proper uniform neat, tidy well groomed and that the uniforms are well maintained and cleaned according to the procedure. 部门总监的责任是确保他的所有员工穿着合适、整洁的制服并根据程序保持制服的干净、整洁。Note注:The Training and Personnel Manager will spot check staff grooming and report back to Deputy General Manager. 培训部经理和人事部经理将定期检查员工的仪容仪表和卫生并向常务副总经理报告。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: INVESTIGATE TRAINING REQUIREMENTS主题: 调查培训需求Policy政策In order to provide & organize proper training to all Company Management & Staff in order to achieve the 6 Company Objectives and meeting the guest expectations, the Training Department needs to fully understand the Training Requirements of staff. 为了向公司管理层和员工提供和组织合适的培训以达到公司六项目标和满足客人的需求，培训部需要完全了解员工培训的需要。Procedure程序Through the three methods as below:通过以下三个方法来达到：1.Observation观察The Training Manager will patrol around the Company Front Line Areas to review the staffs working performance, and will advise Division Head and Deputy General Manager of any drop in service and general standards. 培训部经理应巡视公司前线回顾员工的工作表现，并就任何降低服务和总体水准的事情向部门经理和常务副总经理提出建议。2.Questionnaire Feedback调查问卷反馈A. For Guest面向顾客B. For Staff面向员工3.Meeting会议According to problems happening in some Department. 根据各部门发生的不同问题。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: MAKE MONTHLY TRAINING PLAN主题: 制作每月培训计划Policy政策At the end of every month, each Department must review the last months training result, and produce next months Training Plan with Training Manager to continue to improve staffs performance.月底，每个部门必须回顾上月的培训结果并协同培训部经理制作下月的培训计划以便继续提高员工的工作效率。Procedure程序1. Research the Company Situation.研究公司情况2. Confirm the Training Objectives.确定培训目标3. Put forward a training programme.预测培训活动4. Arrange Training Schedule.安排培训进度表5. Make Training Budget.确定培训预算6. Get Approval from Division Head.获得部门经理的同意7. Carry Out.执行8. It is the Division Heads direct responsibility to follow up to ensure all their staff attend training sessions. 部门经理将直接负责跟进并确保所有员工参加培训课程。9. Training Plan must not interfere with busy periods in the Company and during low /shoulders is the time to conduct effective and meaningful training. 培训计划不能干扰公司高峰期的正常运作，而应在低峰期进行有效和有意义的培训。STANDARD OPERATING PROCEDURE标准运作程序Liuhu International Hotel柳湖书院国际酒店SUBJECT: DEPARTMENTAL TRAINER主题: 部门培训者Policy政策This is the Companys Policy & Procedure for all the selected trainers to follow the Rules & Regulations, in order to provide uniform service guide lines