Club Agent Training Plan.docVIP

SECTION ONE – TRAINEE’S DATA AND TRAINING SCHEDULE Name: Employee #: Position: Date of Hire: Department: Division: Training Period: TRAINING PLAN: ACTION BY: TARGET DATE COMPLETION: REMARKS LEVEL COMPETENCY 1 2 3 4 Hotel orientation Hotel knowledge Department orientation Grooming Standard How to attend daily briefing? How to ask for help? How to adress guest? How to answer the phone? How to work with the check list Courtesy Hospitality english words Room Categories/Floor Plan/Smoking/N-Smoking In the Know in concierge Upselling GSTS/ESTS What is PSB system and how to use How to use safety box Promotion Knowledges and hotel knowledges How to make a wake up call for guest How to explain the guest the location of the hotel Lost Found Policy and Procedure Opera How to change password? Main Function Keys Telephone Book How to make reservation Guest Profile How to check in/check out How to leave a guest message Trace function Guest Preference/Special request Check in Check out How to assign guest room How to find a due out reservation How to leave comments How to check room status Registration Card Cash out due back difference kind of credit card Credit card authorization Registration Card ID identify/Passport knowledge Ec card/Mastro/debit card using with password Identify Local credit card and foreign credit card Charge routeing How to issue a key card with opera Currency exchange What to do if credit card rejected by authorzation key policy and how to issue the room key for elevator Credit Card Authorization Letter Debit card Travel cheques How to cu