客房部协理培训计划SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN—万豪酒店.doc

?SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN DAY 1 HR??Introduction; Welcome to The hotel HR Hotel Organization; Who is who and departmental relationships HR Executive Committee Introductions; Associate Introductions HR Your New Hotel/Facilities, segment type and personality HR Marriott International Structure and Philosophies HR/DH Hours of Operation HR/DH Rules and Regulations; The basic ground rules HR/DH Appearance and Standards HR/DH Safety; Working in a safe environment; Dealing with emergencies HR/DH Tour of Hotel If total hotel orientation is a half day, the DH should ensure that the HR/DH training takes place in the afternoon, after the total hotel orientation, to cover those items as indicated. HR = Human Resources DH = Department Head DAY 2 CLASSROOM TRAINING Introduction to the Housekeeping Department Who is Who Schedules Guest Satisfaction Guest Response Personal Safety Working Safety Guest and Guest Room Security Lost and Found Fire Drill Procedure and Responsibilities Associate Rotas Working Areas Responsibilities Hospitality Resource: Hospitality Manual; Service Excellence Manual Dealing with Internal and External Customers Interdepartmental Relationships Communication skills Resource: 1st 10 Housekeeping Manual Explanation of Why Housekeeping Duties Contribute to a Smooth Check-In Process Video Self-senioring DAY 3 CLASSROOM TRAINING 1. Ecolab Guestroom Training Resource: Ecolab World Trainer Services: Video and Test 2. Dirt School Training Resource: Introduction and explanation of how and when to use cleaning supplies and chemicals and their safe use. 3. Post-It Sticker Test Resource: Explanation and testing the acquired knowledge of associates by having them attach the right colored post-its to the right area to clean. 4. Floor and Carpet Cleaning Resource: Cleaning Certification Manual Dirt School: Correct methods for cleaning various floor surfaces, i.e., carpet, marble, etc. 5. Equipmen