外资酒店集团培训部工作手册

1、Training KitPolicies & ProceduresAccor China Human Resources2004Table of ContentAnnual Training Plan01General Overview 01.01SOP for Annual training Plan01.02Guideline to Annual Training Plan Preparation01.02AAnnual Training Plan Outline01.02BAnnual Training Plan and Follow up Report Format 01.02CDep

2、artmental Training Needs Grid and SampleIn House Training02Policy & Procedures02.01Generic Training 02.01AFlowchart of Generic Training02.01BEnrolment Form02.01CSample of the Monthly Training Calendar02.01DSample of the Welcome Letter02.01EAttendance Form02.02 Departmental Training02.02AFlowchart of

3、 Departmental Training02.02BNew Hire Check List 02.02CDepartmental Training Plan & Report Form02.02DTraining Needs Analysis Form & Sample02.03 Departmental Trainer02.04Buddy System02.04AFlowchart of Buddy System 02.04BBuddy Check List02.05 Cross Department Training02.05AFlowchart of Cross Department

4、 Training 02.05BApplication Form of Cross Department Training02.05CEvaluation Form of Cross Department training02.06 External Companies02.07Trainee Program02.07.01Management Trainee02.07.01AFlowchart of Management Trainee Program02.07.01BRequest Form for Management Trainee Program02.07.01CManagement

5、 Trainee Agreement Sample02.07.02Student Trainee02.07.02AFlowchart of Student Trainee Program02.08Training Administration02.08.01 Training Equipment & Facilities02.08.02Training Record & Training History02.08.03Training Library02.09Training Activities02.09.01 Innovaccor02.09.01AFlowchart of Innovacc

6、or02.09.01BPresentation Slides of InnovaccorAccor Corner /E-Learning02.09.02ASample of Accor Corner02.09.03Accor Asia Certified Trainers Meeting02.09.03AFlowchart of Accor Asia Certified Trainers Meeting 02.09.04Accor China H.R. Meeting02.09.04AFlowchart of Accor China H.R. Meeting02.09.05Trainers C

7、lubIII. External Training03 External Training Overview03AFlowchart of External Training03BApplication Form Format03CTraining Contract Format03.01Cross Exposure Training03.01AFlowchart of External Training03.01BApplication Form03.01CReport Form of Cross Exposure Training03.02Occupational Certificatio

8、nHotel Sponsored EducationIV. Corporate Training 04Policy and Procedures04AFlowchart of Corporate Training04BTraining Course Mission Statement04CQuestionnaire for Course04DTraining Contract04ECourse Evaluation Form04.01Trainer CertificationV. Pre-opening GuidelinePre-Opening Training Checklist05APre

9、-Opening Master Training Plan Format 1 05BPre-Opening Master Training Plan Format 205CAttendance Form for Pre-Opening TrainingPre-opening Corporate Programs PackageVI. APPENDIX-Resources06.01Library List of Accor China Hotels06.02Useful Websites06.03Accor China H.R. & Training NetworkTRAININGPrincip

10、les:Everyone can access the career ladder through the development of qualification-based trainingTo provide a training course per employee per year through training in the workplaceA range of courses suitable for all jobs and activitiesGeneral OverviewAccor training policy is an ongoing pledge for o

11、ur employees progress and promotionTraining ActivitiesCorporate Training(Academia Accor World-wide standards)Corporate Training(Academia Accor World-wide standards)- Welcoming the Guest. Front line staff- Keys to Communication . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- Train the Trai

12、ner . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- A Manager . HOD, Asst. HOD- Others as per catalogueNote: These training courses will be conducted only by the Certified Trainers or by the Training Manager China / Asia.External TrainingCross Exposure TrainingApplicable for all levels an

13、d areasNewly hired and/or promoted management staffNewly opened hotelSame brandExpertise (i.e. kitchen)Occupational CertificationGovernment requested Certification training for certain positionsIndividual hotel sponsored programs- Corporate Training meetingsAsia Certified Trainers meetingChina HR me

14、etingOthersIn-House TrainingGeneric Training01. Orientation and induction02. Grooming standards03. Courtesy standards04. Telephone etiquette05. Safety & security at work06. Foreign language skills07. Communication skills 08. Secretarial skills09. First aid10. Hygiene & sanitation 11. OthersDepartmen

15、tal TrainingFor all technical skills,conducted by the departmentCross Department TrainingTraining Budget: 3 % Of Payroll Per Year* Trainees salary not to be included in training budgetI.Annual Training Plan & BudgetI. Annual Training Plan01General OverviewProcedure purpose: To lay down guidelines fo

16、r hotel training manager to make and/or supervise the hotel annual training activities planning based on proper performance analysis, keeping in mind the hotel goal, operation needs, as well as staff competencies and career development; and to budget for that.PlanningAccor Human Resources Policy is

17、“One training per employee per year”. Annual Training Plan should cover staff of all levels, be incorporated with the Business Plan and take into consideration the staffs competencies and career development. The Hotel H.R.D. and/or Training Manager need to work together with all HODs and the Hotel G

18、M to define and agree on the hotel mission, training mission, training needs and priorities for the coming year before working on the Annual Training Plan.Annual Training Plan should consist of the following parts:General overviewHotel mission statementTraining mission statementHotel generic trainin

19、g plan & budget Departmental training plan & budget Cross Exposure, external companies programs, compulsory government training plan and budgetCorporate training plan and budgetTraining meetings, activities & library plan and budget Summary of annual training plan & budget Existing hotel training li

20、brary list*There is also a Training Plan Quarterly Follow-up Report format attached with the Annual Training Plan format.The HOD is responsible for his/her own Departmental Training Plan and to ensure that programs planned reflect the real training needs and operation situation in the respective are

21、a. To do so, s/he needs to use the Training Needs Grid (see TR01.02C) and the Annual Training Plan-Departmental Training part (see TR01.02B). When combining with the hotel annual training plan, the needs grid is not needed. But the productivity ratio should be calculated based on the grid and put in

22、to the annual department training plan.Meanwhile, the Hotel Training Manager/HRD is responsible for generic training, cross exposure and external training, corporate training, training library, meetings and other activities related to training.BudgetingHOD is responsible to budget for each departmen

23、tal training topic whilstThe Hotel H.R. Director/Training Manager is responsible to discuss with all HODs and consult with the Hotel Financial Controller for budgeting all others in the plan, and then propose the Annual Training Plan to the Hotel GM and the owner for final approval.Training budget:

24、3 % of payroll per year.Follow upHotel Training Manager is responsible to send a soft copy of the Annual Training Plan with approval of the Hotel GM to Accor China H.R. office not later than end of November of the previous year.Hotel Training Manager is supposed to commence on-spot check and fill ou

25、t the follow-up report and send it to Accor China H.R. Office on a quarterly basis. It is also recommended to send the report to the Hotel GM and share with all HODs. For Annual Training Plan and Budgeting, the following forms and tools are to be used:TR01.02AAnnual Training Plan Outline TR01.02BAnn

26、ual Training Plan and Follow-up Report Format (including Existing Hotel Training Library List)TR01.02CDepartmental Training Needs Grid & Sample Annual Training Plan ProcessWhat ?How ?Who ?Define Hotel Mission & Training MissionConsult with Hotel GM & all HODs, draw the Hotel Mission and Training Mis

27、sion for approval of the Hotel GMHRD, Training Manager, HODs, GMDefine hotel generic Training Needs, plan and budgetConsult with all HODs and Hotel GM, use TR01.02BHRD, Training Manager, GMDefine Departmental Training Needs, plan & budgetUse Training Needs Grids and analyze training needs (see TR01.

28、02C), fill out TR01.02B-department training (with productivity ratio indicated) and send to Training ManagerAll HODsDefine cross exposure training needs, external training needs, including compulsory government training, plan & budgetConsult with HODs, Hotel GM and use TR01.02BTraining ManagerDefine

29、 Corporate Training Needs, plan and budgetConsult with HODs, Hotel GM and use TR01.02BTraining ManagerTraining library, meetings & other activities related to trainingConsult with HODs, Hotel GM and use TR01.02BTraining Manager, GMSummary of Annual Training PlanUse TR01.02B and calculate all figures

30、Training ManagerDo the hotel Annual Training Plan BookletFinish the Existing Hotel Training Library part and combine the whole finished Annual Training Plan Training ManagerSend and distribute Annual Training PlanSend soft copies to Accor China H.R. office at the end of previous November, distribute

31、 hard copies to all HODsTraining Manager, HRDAnnual Training Plan follow-upConduct spot check & send Training Plan Quarterly Follow-up Report to Hotel GM Accor China HR Office on a quarterly basisTraining ManagerI. Annual Training Plan 01.01 Annual Training Plan ProcessI. Annual Training Plan Guidel

32、ine to Annual Training Plan Preparation Procedure purpose: To give out guideline to ensure that annual training plan in all China hotels are done in the same standardized format.1. Review Training Needs with Division Heads / Department HeadsResponsibility: All HODs/Assistant HODs/Section Heads/Super

33、visorsDefinition: A Training Need is a specific area of an individuals or hotels performance where there is a requirement to improve; i.e. a need to train.Objectives: To ensure that hotel Training Department is actively seeking and analysing Training Needs in a constant and consistent manner.Procedu

34、re:Training Needs Analysis should take place on a continuous basis. It is important that identified needs are addressed in the Annual Training Plan.Training Needs can be identified by using the following sources of information:observationguests comments / questionnairesmanagement interviewsrecords (

35、accidents)introduction of new technologydepartment “must have” listmeeting with employeesjob descriptionslabour turnoverdepartment goals2. Do Training Needs GridsTraining must be targeted to respond to the greatest need. The needs analysis establishes the target groups to be trained and identifies w

36、hat training they should receive.Human Resources Manager / Training Manager explains all HODs how to survey the training needs and how to do the Training Grids.All Heads of Department must do the Departmental Training Needs Grids for all staff in order to know: (TR01.02C: the format & sample of Trai

37、ning Needs Grids)What is a departmental training problem and what is notWho needs the trainingWho should conduct itHow much training is neededOver what period of timeProductivity ratio of the department before trainingHODs must give a copy of all Training Needs Grid to H.R. DepartmentHuman Resources

38、 Manager/Training Manager also needs to do the Training Needs Grids for all departments on the following objectives:Management training & development objectiveTraining business plan objectives which are:Room revenue objectiveF&B revenue objectiveQuality service objectiveCost reduction objectiveSafet

39、y & security objectiveForeign language objectiveInformation technology objectiveGeneral objective (based on the needs of each country)3. Set Training Plan All Heads of Department have to do (in the Training Plan format):Set the training subjects, which are related to the priority of training need, b

40、ased on the Training Needs GridThen select the trainerDefine the number of trainee Human Resources Manager / Training Manager consolidates the training plans.Human Resources Manager presents the Training Plan to the General Manager for approval.Do Annual Training Plan Booklet (TR01.02A and TR01.02B)

41、Required outline of Annual Training Plan is as below, and consists of TR01.02A and TR01.02B documents:General overviewHotel mission statement Year 2005 training mission statement (to be updated annually according to hotel business objectives)Hotel generic training Department training Cross exposure,

42、 external training, compulsory government trainingCorporate trainingTraining library, meetings and other training related activitiesSummary of annual training plan & budgetHotel existing training library listThere is no need to attach the Training Needs Grids, it is only for needs assessment use.It

43、is recommended to organise a meeting to set up the yearly hotel mission, in order to clarify for all HODs what are the business objectives and therefore department objectives. The training mission will be linked to the hotel mission.After completing the Annual Training Plan, distribute hard copies t

44、o all HODs and GM, send a soft copy to Accor China HR Office.2005Annual Training Plan OutlineSubjectPerson in charge1. General Overview Hotel Mission StatementHotel Training Mission StatementHotel Generic Training Department Training Cross Exposure, external companies programs, compulsory government

45、 trainingAcadmie Accor Corporate Training Training Library, meetings and training related activities Summary of Annual Training Plan Hotel existing training library listby General Managerby General Manager and the teamby H.R. Manager /Training Managerby H.R. Manager /Training Manager by HODby Genera

46、l Manager / H.R. Manager /Training Manager/ HOD by GM/HOD/H.R. Manager /Training Manager by H.R. Manager/Training Manager/ General Managerby Training Managerby Training ManagerNote: please use TR01.02B format for subjects 4 to 10 and following pages for subjects 1 to 32005Annual Training Plan Hotel:

47、 General Overview (by General Manager)Hotel Mission Statement (by General Manager and Management Team)Hotel Training Mission Statement (by Human Resources and Training Manager)Training Needs Grid (Format)Department:_Position:_Names1234567TotalProductivityRatio (%)Tasks+-01234567891011121314Total+-0T

48、otal Productivity RatioKnows how to and does+Doesnt know / does poorly-Knows how to but doesnt perform0Productivity ratio=number of ”+ “ for each task/ total number of staff Total productivity ratio=total “+ ” / (total number of staff X total number of tasks)List all your employees per position and

49、list the tasks list requested to hold this positionAnalysis the performance of each staff per task and calculate the number of “+”, “0” and “-“Calculate the productivity ratio for each task for the same position in your department Calculate the total number of “+”, “0”, “-“Calculate the total produc

50、tivity ratio of your department for the same positionTransfer the tasks with “-“ into TR01.02B (department training format) with the productivity ratio; or transfer that in your department training plan (TR02.02C)Send it to hotel H.R. Department and train the staff with “-“ accordinglyTraining Needs

51、 Grid Analysis - finished sampleDepartment:_Front Office_Position:_online staff_NameSusanFranMarilynAlanTotalProductivityRatio (%)Tasks+-01 Welcoming guests0+3-175%2 Room reservations0+-21150%3 Telephone manners03175%4 Using the telex+-31-75%5 Using switchboard (PBX)+13-25%6 Checking-in4-0%7 Updatin

52、g status report+-22-25%8 Preparing of group arrivals+-31-75%9 Guest information0+-+21150%10 Knowledge of hotel+13-25%11 Relations with other departments0+3-175%12 Relations with co-workers0+-+21150%13 Check-out procedures0+-21150%14 Knowledge of means of payment+-22-50%15 End-of-shift procedures+-22

53、-50%16 Procedure in the event of an accident+13-25%Total+-0637115-610-610-29287Total Productivity Ratio45%Knows how to and does+doesnt know / does poorly-Knows how to but doesnt perform0Productivity ratio=number of”+ “for each task/ total number of staff Total Productivity ration=total “+” / (total

54、number of staff X total number of tasks)List all your employees per position and list the tasks list requested to hold this positionAnalysis the performance of each staff per task and calculate the number of “+”, “0” and “-“Calculate the productivity ratio for each task for the same position in your

55、 department Calculate the total number of “+”, “0”, “-“Calculate the total productivity ratio of your department for the same positionTransfer the tasks with “-“ into TR01.02B (department training format) with the productivity ratio; or transfer that in your department training plan (TR02.02C)Send i

56、t to hotel H.R. Department and train the staff with “-“ accordinglyII.In House Training II. In House Training02.01Generic TrainingProcedure purpose: To lay down guidelines for development and administration of training activities in the hotel.Generic Training Programs are the ones organized and/or c

57、onducted (sometimes even designed) by Hotel Training Department, including but not limited to: Orientation and InductionGrooming standards Courtesy standardsTelephone etiquetteSafety & security at workForeign languages skillsCommunication skillsSecretarial skillsFirst aidsHygiene & sanitationOthersG

58、eneric Training Programs should reflect the actual needs of the operation, taken into consideration:Group standard, Brand standard, Hotel mission, Training mission, Customers satisfaction, Staffs competencies and career development Training Manager should prepare a Monthly Training Calendar based on

59、 but not limited to Annual Plan in accordance to the business situation, and distribute to all HODs on each 23rd of the month or at least one week prior to the following month. Course details will includeTopic,Objectives,Key contents, Duration, Date & time, Venue, Trainer, Class size, Enrolment ways

60、 & Enrolment Form (see TR02.01B)Participant profile (or participant list if it is a compulsory course). (SeeTR02.01C)Training Manager should post the Monthly Training Calendar onto Training Notice Board, as well as the participant name list and/or nomination list once the enrolment is confirmed by t