酒店筹备训练方针

0Pre-OpeningTrainingRoadMapTrainingManagerOn-board

TrainingAdministrationTrainingbudgetapproval,FF&EandOn-boardingkitDeliveryPre-openingTrainingPlan-6months-5months-4months2monthsPriorDay0OpeningDateReviewtheImplementationofPre-openingTrainingPlanPre-openingTrainingActivityCommencementTrainingSystemTrainingSystemandTrainers’ClubEstablishmentCoordinationofSystemtraining,VendorTrainingandGovernmentTraining1monthsPriorCoordinationofTrialRunSeptember20071DetailsofEachStageDescriptionInductionProgramforTMincludes:Role’s&ResponsibilityWorldofIHGWinningWays&IHGCommitmentBrandInductionandBrandServiceProgramOverviewOpeningKitI-connectLearningResourceCentreI-connectTrainingLeaderResourceCentreOn-boardingProgramsRecruitmentofTMTrainingCriticalPathTrainingFF&EandBudgetTrainingDepartmentEstablishmentOn-boardingKitGetfamiliarwiththesheetandkeepontrackUpdateonbi-weeklybasisWorkoutTrainingFF&ElistandTrainingBudget,communicatewithGM&FCandgetapprovalSetuptrainingoffice,selecttrainingteammembersandgetthemtrainedwithIHGknowledgeDesignandworkoutthepattern&contentofOn-boardingkitandcommunicatewithGM/DHsTrainingManageron-boardTrainingAdministration2DetailsofEachStageMassOrientation/HotelOrientationTrainingPlanforEXCOM/DHs(B2-B5)TrainingPlanforRank&File(B8-B10)SpecializedProgramWorkoutmassorientation/orientationagenda,communicatewithDHsandobtainGM’sapprovalSelecttheorientationvenueandworkoutthevenuedecorationplan*RefertoMassOrientation/HotelOrientationProgramListTrainingProgramOverviewBrandTrainingIHGKnowledgeandCultureManagementProgramManagementTeamBuilding*RefertoEXCOM/DHsProgramListTrainingProgramOverviewBrandTrainingIHGKnowledgeandCultureAcceleratedLeadershipDevelopmentProgram*RefertoSupervisorsProgramListProgramforFO/HSKPProgramforF&BProgramforSalesProgramforAdmin*RefertoSpecializedProgramListTrainingPlanforSupervisors(B6-B7)TrainingProgramOverviewBrandTrainingIHGKnowledgeandCultureGenericTrainingProgram*RefertoRank&ListResourcesAvailableinCorporateOfficeTrainingPackVideoDiskPoster&BannerDesignWhoToContact*RefertoResourcesAvailableListPre-openingTrainingPlan3DetailsofEachStageMassOrientation/HotelOrientationProgramListObjective:tohelpallemployeessettleintothenewworkingenvironmentquicklyandsmoothly,bypresentinginformationaboutthemanagementcompany,hotel,ownerandindustryProgramDurationTrainerResourcesAvailableWelcomeKeynotesfromGMandtheTeam1hourGM/EXCOMSampletobeavailablesoonConnectingYouToIHG2hoursTrainingTeamShanghaiOfficeOurWinningWays2hoursTrainingTeamI-connectHomePageRoomToBeYourself-IHGCommitment1hourHRManagerMerlin–OurPeople

WhatWeHaveInTheHotel–Introductiontohotel1.5hoursTrainingTeamN/A

IntroductiontoOwningCompany1hourTrainingTeamN/A

HowToEvaluateOurWork–GuestSatisfactionTrackingSystem3hoursFOMI-connect/TheWayWeWork

NewLook-Grooming&Hygiene1.5hourTrainingTeamSampletobeavailablesoon

TheWayWeBehave-BasicManner1.5hourTrainingTeamSampletobeavailablesoon

TheGuidetoSuccess-EmployeeHandbook1.5hourHRManagerSampletobeavailablesoonHowWeTakeCareOfYou-Compensation&Benefit1hourHRManagerSampletobeavailablesoonHowToShapeYourWorkplace-EmployeeSurvey1hoursHRManagerI-connect/TheWayWeWorkHowWeRewardYou-RecognitionProgram2hoursHRManagerI-connect/BrandPerformanceHowOurBrandWorks–BrandServiceProgram3hoursTrainingTeamI-connect/OurPeople

HowYouAnswerthePhone-TelephoneCourtesy1.5hoursChiefOperatorSampletobeavailablesoon4DetailsofEachStageProgramPriority(1-3)ObjectiveResourcesAvailablePre-openingTrainingProgramOverview1Tobriefthemonpre-openingprogramslist,objective,durationandtargetaudience.N/ABrandServiceTraining1Tofamiliarizethemwiththespecificbrandhistory,attributes,identity,positioningandphilosophy.I-connect/OurPeopleWinningWaysandIHGCommitment1TofamiliarizethemwiththeIHGCompanyCulture.I-connectPCR,Partner’sCardandIHGDisclosurePolicy2TofamiliarizethemwithPCRenrollmentprocess,ownercardbenefitanddisclosurepolicy.ShanghaiOfficeCompetencyBasedInterviewing1Todeveloppracticalcompetencyinterviewingskillstoselectemployeesaccordingtocertaincriteria.TobriefparticipantsontheinterviewingprocessandIHGcompetencyguide.I-connect/OurPeopleTrainerDevelopmentProgramOverview2TointroduceIHGMTD,CTCandGTCprogramandTraineraccreditationprocesstothem.I-connect/OurPeopleManagingTraining&Development2Beabletoanalyzetraining&developmentneeds,buildandcommunicatetraining&developmentplanandmakeevaluationforbothagroupandanindividual.I-connect/OurPeopleGroupTrainingCertificate2BecomecertifiedGTCtrainerandbeabletoconductgrouptrainingaccordingtoIHGstandard.I-connect/OurPeopleEmployeeRecognitionProgram2Tobriefthemonpersonneladminaspects,locallaborlaw,normalpractices,disciplinaryprocedureandemployeerecognitionprogramwithinthehotel.N/AOnBoarding2Togainknowledgeandprocessofonboardingprocess.ToassistOnBoardingAdvisorstoestablishasupportiveenvironmentfornewteammembers.I-connect/OurPeopleEXCOM/DHs(B2-B5)ProgramListTobecontinued…5DetailsofEachStageProgramPriority(1-3)ObjectiveResourcesAvailableRiskManagement2TomakethemunderstandthepotentialriskswithinthehotelandbeabletomanagethesituationandpreventitfromdevelopingintocrisisShanghaiOfficePerformanceManagement2TobriefthemonIHGPerformanceManagementcriteriaandprofessionalprocess.I-connect/OurPeopleSuccessionPlanning3Toprovidetheguidelineandprocesstothemtobuildatalentpoolforthefutureandcreateacareerpathforpotentialemployees.I-connect/OurPeopleQualityandContinuousImprovementProgramOverview3TogainknowledgeandprocessofGSTS,ES,QESandTQM.TogettoknowhowtouseI-seriestoolkittoimprovehotelservicequality.I-connect/TheWayWeWorkManagementTeamBuilding2Tocreateteamspiritandenhancecooperationamongmanagementteammembers.N/AEXCOM/DHs(B2-B5)ProgramListBy*:howmanymonthsbeforeopeningContinued…6DetailsofEachStageSupervisors(B6-B7)ProgramListProgramPriority(1-3)ObjectiveResourcesAvailablePre-openingTrainingProgramOverview1Tobriefthemonpre-openingprogramslist,objective,durationandtargetaudience.N/ABrandServiceTraining1Tofamiliarizethemwiththespecificbrandhistory,attributes,identity,positioningandphilosophy.I-connect/OurPeopleWinningWaysandIHGCommitment1TofamiliarizethemwiththeIHGCompanyCulture.I-connect&MerlinPCR,Partner’sCardandIHGDisclosurePolicy2TofamiliarizethemwithPCRenrollmentprocess,ownercardbenefitanddisclosurepolicyShanghaiOfficeOnBoarding2Togainknowledgeandprocessofonboardingprocess.BeabletoplayanOnBoardingAdvisor’sroletoestablishasupportiveenvironmentfornewteammembers.I-connect/OurPeopleManagingTraining&Development2Beabletoanalyzetraining&developmentneeds,buildandcommunicatetraining&developmentplanandmakeevaluationforbothagroupandanindividual.I-connect/OurPeopleCraftTrainingCertificate2BecomecertifiedCTCtrainerandbeabletoconductcrafttrainingaccordingtoIHGstandard.I-connect/OurPeopleGroupTrainingCertificate2BecomecertifiedGTCtrainerandbeabletoconductgrouptrainingaccordingtoIHGstandard.I-connect/OurPeopleAcceleratedLeadershipDevelopmentProgram1Tounderstandtheroleasupervisorshouldplayandbeabletodemonstratedifferentleadershipskillsinworkingplaces.ShanghaiOfficeQualityandContinuousImprovementProgramOverview3TogainknowledgeandprocessofGSTS,ES,QESandTQM.TogettoknowhowtouseI-seriestoolkittoimprovehotelservicequality.I-connect/TheWayWeWork7DetailsofEachStageRank&File(B8-B10)ProgramListProgramPriority(1-3)ObjectiveResourcesAvailableBrandServiceTraining1Tofamiliarizethemwiththespecificbrandhistory,attributes,identity,positioningandphilosophy.I-connect/OurPeopleWinningWaysandIHGCommitment1TofamiliarizethemwiththeIHGCompanyCulture.

I-connect&MerlinPCR,Partner’sCardandIHGDisclosurePolicy2TofamiliarizethemwithPCRenrollmentprocess,ownercardbenefitanddisclosurepolicy.ShanghaiOfficeBeMyGuest1Toprovideallguestcontactemployeeswithanunderstandingofthebasicserviceskillsduringeachguestencounter.I-connect/OurPeopleMyGuestMyCustomer2Tohelpthemtousethebasiccustomerserviceskillstosatisfyguests’needs.I-connect/OurPeopleDepartmentalOrientation1Tofamiliarizethemwiththeirdepartment.SampletobeavailablesoonInter-departmentProductKnowledge2Tofamiliarizethemwiththehotel’sfacilitiesandservicestoensuretheyareabletorespondtoguestrequestsandmakeupsellingwhenappropriate.N/ATobecontinued…8DetailsofEachStageRank&File(B8-B10)ProgramListProgramPriority(1-3)ObjectiveResourcesAvailableFireLifeSafety1Tofamiliarizethemwithhotelfireprevention/fireevacuationprocedure.SampletobeavailablesoonMakeupTraining1Toguidefemaleemployeestoapplymake-upproperlyN/AEnvironmentalFriendly2Topromoteandencourageenergyconservativeactivitiesineverypossibleopportunity.N/AOnBoarding2Togainknowledgeandprocessofonboardingprocess.BeabletoplayanOBA’sroletoestablishasupportiveenvironmentfornewteammembers.I-connect/OurPeopleContinued…9DetailsofEachStageSpecializedProgramListProgramTargetAudienceObjectiveResourcesAvailableStrategicSelling1S&MTogainknowledgeofthesalesplatformconceptandthestrategicsalesprocessandhowitsupportsourstrategicsalesstrategy.ShanghaiOfficeUFO–UpsellingFrontOfficeFOTointroducetoFDemployeesthesalestechniquetocreateincrementalrevenueandbemoremotivatedandcreativewithregardtoupselling.I-connect/OurPeopleSWEET–SellingWithExtraEffortTogetherF&BToenableallF&Bemployeestoidentifysalesopportunitiesandmakesuggestiveselling.I-connect/OurPeopleRESPRO–ReservationsProgramFO,RSVNToensuretheRSVNagents,receptionist,cateringsalestomasterthereservationsellingskillstobetterselltheproductsandservice.I-connect/OurPeopleIQAllToprovideallguestcontactemployeeswithanoverviewofhowtoimproveguestsatisfactionandGSTSresultsforthe4keydriversrelatingtostaffinteractions.ShanghaiOfficeICleanHSKPToprovidearevolutionizingHSKPprocesstoimproveGSTSscoresintheareaofguestroomcleanliness.ShanghaiOfficeIArriveFOToprovideaintegral,effectiveandoptimummethodtorenovateallprocessesimpactingcheck-in.ShanghaiOfficeIOpenerF&BToprovideallF&BemployeeswithanoverviewofhowtoimprovetheF&BserviceandproductionqualityaswellastoimprovetheGSTSscoresintheareaofbreakfast.ShanghaiOfficeIFixEngineeringToprovideanalysis,actionsplanandongointaudittoolstoensuretheshorttermaddressingofroommaintenanceandhardwareconditions.ShanghaiOfficeSecretarySkillsAdmin.Tointroducetheroutinesecretarialwork,professionalworkingbehaviorandofficeworkingprocedure.SampletobeavailablesoonFirstAidSelectedTogainknowledgeoffirstaid,includingCPR(cardiopulmonaryresuscitation).N/AForeignLanguageTrainingFrontLineToimprovetheemployeeEnglishcommunicationskillsforbetterguestservice.N/A10DetailsofEachStageResourcesAvailableinCorporateOfficeProgramResourcesAvailableWhoToContactBrandTrainingInterContinentalExperience–YouBringItToLifeCascadeSlides,EngagementGameBox,LeadersWorkbook,ManagersWorkbook,EmployeeWorkbookServicePromisePosters,EmployeeServicePosters,GuestServicePosters,CommitmentBoard,WalletCardsUserName:intercontinental

Password:employeeicbrandsupport@WinningWaysWinningWaysPosters&TableCardAnitaQian,AdministrativeAssistant,HumanResourceHGCommitmentCascadeSlides,BannerDesignAnitaQianBeMyGuestVideoDiskAnitaQianStrategicSelling1CorporateTrainertobeinvitedfordeliverySamGao,SalesTrainingManageriorityClubRewardTrainingPackSampleEnrollmentForm&SampleCardJessieChen/JerryYangRevenueSystemTrainerHotelOpening28933322Quality&ContinuousImprovementI-seriesToolkitDiscforIQ,IClean,IArrive,IOpenerandIFixAellenLu,Manager,Quality&ContinuousImprovement021–28933299RiskManagementRiskManagementTrainingPackChristopherChenManager,LossPrevention021–28933234CBI,MTD,CTC>CCorporateTrainertobeinvitedfordeliveryCheckCorporateAnnualT&DCalendarforregistrationNikkiYang,TrainingManagerHotelOpenings021–2893337111DetailsofEachStagePre-openingGenericTrainingPlanPre-openingDepartmentalTrainingPlanTrainingPolicy&ProcedureandTrainingFormsCommunicatewithDHs,workoutgenerictrainingplanandobtainGM’sapprovalIssuegenerictrainingplantoalldepartmentsforimplementationIssuePre-openingTrainingPlantemplateandrequirementCollectTrainingPlan,TaskList,SOPandFlowchartsConsolidateTrainingPlanandsubmittoGMforreviewMonitorandcoordinatetheimplementationofDepartmentalTrainingSelectdepartmentaltraineraccordingtocertaincriteriaEstablishTrainers’Club,issueJobDescriptionandexplaintrainers’responsibilityConducttrainers’skillsworkshop,likeMTD,CTCandGTC,etcSetupTrainingReviewSystemandevaluatetrainers’performanceonregularbasisTrainers’ClubCommunicatewithDHs,implementinter-departmentcrosstraininginsidethehotelIdentifytrainingneeds,sendpotentialemployeestosisterhotelsforcrossexposureSendgroupofemployeestosisterhotelsforpre-openingon-jobtrainingCrossTrainingAdaptTrainingP&Ps,communicatewithGMTailorMakeTrainingFormsDistributeandexplainTrainingP&PsandFormstoallDHsandTrainersImplementP&PsandstartusingformsindailytrainingactivitiesTrainingSystem12DetailsofEa