国际酒店前厅部管理手册-RM-FO-GS-007 Section Training部门培训

1、国际酒店前厅部手册-前厅部Front Office前台服务程序国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地标

2、准操作程序LSOP No.:RM-FO-GS-007Effective Date:Nov 1Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Section Training 部门培训_OBJECTIVE目的：Section head ensures each ambassador participates in hotel training. Plan section training for ambassador to meet their training needs, en

3、sures all training plans are carried out. Constantly maintains the training system部门主管确保每一位大使参加酒店培训。根据大使的培训需求制定培训计划，并按照培训计划执行培训内容。从而建立起部门培训系统。POLICY政策：Section head should assist the Front Office Manager to identify training needs of the respective unit and compile a training plan once a month. Secti

4、on head will also conduct training from time to time. 前厅各部门主管负责协助部门经理确定本部门的培训需求，并负责编制月度培训计划及开展培训。PROCEDURES 程序： 1. As an operational department, conducting and maintaining consistent departmental training, to ensure improvement of service to the guests, it is vital。作为一个运作部门，一贯开展并保持部门培训，对于提高对客服务质量是十分

5、必要的。2. Section head has the responsibility to identify training needs of the respective section and make a training plan for review by Front Office Manager once a month.各部门主管有责任了解并归纳本部门员工的培训需求，并每月制定一份部门月度培训计划供前厅部经理审阅。3. Asst. Front Office Manager will make a general training schedule for all units.

6、The Team Leader will be instructed to conduct the training if needed.前厅经理负责制定总的前厅部月度培训计划。部门主管将按计划开展培训。4. Training normally can be conducted as on the job training or off duty training. It will depend on the task.培训将根据其不同的内容，可选择在工作中进行或是在业余时间进行。5. Section head should fully prepare in advance to ensure

7、 training effectively carry out with positive outcome部门主管必须要充分培训，有效执行培训内容。使培训达到预期目的。6. For new ambassador, a fully prepared training is extremely important and one of section head or an experienced associate will be designated as a specific trainer.对于新员工来说，一个准备充分的培训更是尤为重要，需专门指定一名主管或有经验的员工作为新员工的培训师。Reviewed