FO 培训 (Concierge)参考模板

1、FRONT OFFICE NEW HIRE DEPARTMENTAL INDUCTION TRAINING PROGRAMS INDEX(Concierge)Part I Welcome and Introduction.0.5 dayPart IIFront Office Policy and Procedures 1 dayPart IIIConcierge Standard Operation Procedure and Case Study 2 daysPart IVRole Play & Practice0.5 daysTOTAL: 4 daysTRAINEE AND TRAINER

2、 INFORMATIONTrainees Name: Position: Trainers Name:Position Trainers Name:Position: Trainers Name:Position: Trainers Name:Position: QUALITATIVE ASSESSMENT5 = Exceptional every single time 4 = Exceptional most of the time 3 = Good; meet standard2 = Below standard, need improvement 1 = UnacceptableFRO

3、NT OFFICE DEPARTMENTAL INDUCTION (For Concierge New Hires)1 / 3DEPARTMENTAL INDUCTIONDURATIONIF DONE PLEASE ASSESSMENTPart I Half Day Welcome and Distribute Training Plan 10 min Check and Standardize Grooming and Uniform 10min Front Office Organizational Chart20 min Job Description Introduction45min

4、 Telephone Courtesy and Front Desk Courtesy30 min Hotel Product Knowledge 60 min Review 30 minDate: Trainer: Trainee：Part II: Front Office Policy and ProceduresHalf Day Concierge Terminology and Minimum Quality Guest Service60 min FO/FD/005Eating In The Back Office20 min FO/FD/006Taking Item Out Of

5、The Hotel20 min FO/FD/008Taking Care Of Hotel Belongings20 min FO/FD/009Personal Calls20 min FO/FD/010Giving Out Guest Room Number20 min Review 30 minDate: Trainer: Trainee： Part II: Front Office Policy and ProceduresHalf Day FO/CO/011Long Term Luggage storage30 min FO/CO/012 Outgoing Mail30 min FO/

6、FD/013Dangerous Weapons30 min FO/CO/014Flag Procedure20 min FO/CO/015Item Hold for Arrival Guest30 min Review30 minDate: Trainer: Trainee： Part III: Front Office Standard Operation ProcedureHalf Day 01Airport Pick Up Service20 min 02Wake Up Service30 min 03Room Change30 min 04Incoming Item Delivery3

7、0 min 05Outside Item To Be Hold30 min 06Limousine Booking30 min Review30 minDEPARTMENTAL INDUCTIONDURATIONIF DONE PLEASE ASSESSMENTDate: Trainer: Trainee： Part III: Front Office Standard Operation ProcedureHalf Day 07Taxi Booking30 min 08Tour Arrangement30min 09Loan Of Concierge Item30 min 10Opening

8、 Of Vehicle Door30min 11Check In FIT30 min Review30 minDate: Trainer: Trainee： Part III: Front Office Standard Operation ProcedureHalf Day 12Check Out FIT30 min 13Group Check In30 min 14Group Check Out30 min 15Luggage Storage30 min 16Board Paging30 min 17Flag Raising30 min Review30 minDate: Trainer:

9、 Trainee： Part III: Front Office Standard Operation ProcedureHalf Day 18Weather Report Board(Banquet Signage)30 min 19Pre. Shift Briefing & Hand Over30 min 20Position In the Lobby30 min 21Special Newspaper Request 30 min 22Paging Boy30 min Review30 minDate: Trainer: Trainee： Part IV: Role Play & PracticeHalf DayNote:1. Assigned trainer(s) should fill in the trainees name, trainers name and training dates seek approval from Div./Dept. Heads before the training.2. One copy of the fo