FIN CR 采购员培训计划.doc

CONRADJOB SKILLS TRAINING PLAN康莱德工作技能培训计划 Finance财务部 (Department部门) (Position职位) Name姓名: _Hire Date入职日期: _Certification Due Date 认证日期 (Hire Date +45): _WELCOME AND INTRODUCTIONS 欢迎和介绍SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Introduction to department head and immediate supervisors 介绍部门经理及直接上司Introduction to co-workers and key support staff 介绍部门同事及在工作中需要接触的其他员工Tour of department and hotel 参观部门和酒店GOALS AND EXPECTATIONS 目标和期望SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Review job expectations 回顾工作期望Review departmental goals 回顾部门目标IMAGE AND APPEARANCE 个人形象和仪容仪表SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字You are not ready to work until you are in uniform, impeccably groomed and perfectly tailored according to the Conrad grooming standards. 在正式上岗工作前请确保你的制服，仪容仪表等均符合康莱德的仪容仪表标准。This includes包括: Nametag 佩戴名牌 Grooming (hair, make-up, nails, etc.) 仪容仪表（头发，化妆，指甲，等等） Uniform (including socks, pantyhose, etc.) 制服（男袜 ，女袜，等 Shoes 工鞋KNOWLEDGE 知识SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Departmental responsibilities 部门职责Attendance guidelines 考勤制度Schedules changes and request process 换班和其他申请 程序Break periods 休息时间Time keeping process 加班程序Review process 工作表现评估程序Payday process 工资程序Use of guest elevators 客用电梯使用Hotel facilities 酒店设施: Locations 位置 Hours of operations 营业时间 SAFETY AND SECURITY 安全SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Guestroom key procedures 客房钥匙使用程序Accident reporting 事故报告Emergencies 紧急程序Evacuation route/procedures 疏散路线/程序Inclement weather/natural disasters 恶劣天气/自然灾害Hazardous materials awareness 有害物质意识Lost and found 失物招领Suspicious persons 可疑人员READY TO SERVE 准备对客服务SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Our guests are our top priority they are the reason we are here, they are never a nuisance or an inconvenience. 我们的客人是首要人物-他们是我们存在的原因和理由，他们绝对不是一个滋扰或不便。Our conversations with each other and our work on the computer must always be put on hold in order to greet approaching guests. 为了迎客，彼此交谈和上网工作必须先搁置下来。We maintain appropriate levels of formality with our Guests, using professional language at all times 我们保持恰当的对客方式，始终使用专业的语言 How may I be of service? 我如何成为服务？ It is my pleasure to assist you. 为您服务是我们的荣幸We address our guests by surname and title at every opportunity. 抓住每一个机会称呼客人的姓名和职位Personal cell phone usage is not permitted when you are on duty or in the public space. 在当班期间或公共区域禁止使用个人手机Creating a flawless experience for each guest must be our focus at all times. 为每一位客人创建完美无瑕的体验始终是我们服务的焦点GUEST SERVICE SKILLS 对客服务技巧SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字Ten foot/five foot rule 10步/5步法则Smiling and eye contact 微笑和目光接触Welcoming the Guest (opening) 欢迎客人（开始）Wishing the Guest well (closing) 向客人致以美好祝愿（结束）Guest service using the telephone 使用电话对客服务Ownership of Guest requests 对于客人的要求主动承担责任Handling disputed charges 处理有争议的账单Ownership of Guest complaints 对于客人的投诉主动承担责任Following up on Guest requests and complaints 对于客人的要求和投诉进一步跟踪落实Our service expectations when you are not at your assigned post 非工作岗位上的服务期望。Providing service to our internal guests 为我们的内部客人提供服务Hilton Honors 希尔顿荣誉客会计划Customers Really Matter (CRM) 顾客至上VIPs 贵宾服务TECHNICAL SKILLSSUBJECT主题DATE COMPLETE 完成日期TEAM MEMBERCOMMENTS & OBSERVATIONS 员工签字 MANAGER COMMENTS & OBSERVATIONS经理签字SPIs 财务政策Cash & Bank - FN201,205, 206 现金及银行Contracts - FN902合同Compliance & Audit FN1202,1203,1208 制度执行及审计Purchasing & Receiving Procedure采购及收货流程Communication 沟通Cost System Training - Purchasing Module成本系统培训(采购模块Sun related Training Sun相关培训AP FN601-604 应付SERVICE VALUES PROFICIENCY 服务价值观SUBJECT 主题DATE COMPLETED完成日期TEAM MEMBERSIGNATURE员工签字MANAGERSIGNATURE经理签字INDIVIDUAL - Personalized service delivered to suit the specific needs of each guest. 独特性-为每位客人的特殊需求提供个性化的服务。GENUINE - Warm, discreet and sincere service.真诚-温馨，周到和真诚的服务VIBRANT - Positive and enthusiastic attitude.充满活力-积极的，热情的对客态度CONTEMPORARY - Contemporary attitude complemented by design, service style and sense of place. 当代的-通过独特的设计，服务方式和地方特色等体现当代的对客态度DISCERNING - Flawless experience - consistent delivery of luxuriously personalized experience. 洞察力-完美的体验-始终如一提供奢华的个性化的体验CERTIFICATION OF COMPLETION 完成证书Manager (Print Name)经理（正楷）:_ I certify that the person below has demonstrated proficiency in each of the required elements of Job Skills Certification.我在此证明该员工达到工作技能认证的相关要求。COMMENTS 意见/建议:SIGNATURE签名: Date日期