第七课 万豪国际酒店开业前客房培训计划.doc

Marriot(万豪)开业前培训william SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN 样本 客房员工14天培训计划 DAY 1 HR Introduction; Welcome to The hotel 人力资源介绍，欢迎来到酒店 HR Hotel Organization; Who is who and departmental relationships 酒店组织结构，部门职能和部门间的相互关系 HR Executive Committee Introductions; Associate Introductions 酒店行政委员会介绍，同事介绍。 HR Your New Hotel/Facilities, segment type and personality 人力资源你的新酒店、设施，部门的类型和特征。 HR Marriott International Structure and Philosophies 人力资源：组织结构和企业文化 HR/DH Hours of Operation 人力资源/部门主管：运做时间 HR/DH Rules and Regulations; The basic ground rules 人力资源/部门主管：规章制度，基本制度 HR/DH Appearance and Standards 人力资源部/部门主管：外表和标准 HR/DH Safety; Working in a safe environment; Dealing with emergencies 人力资源部/部门主管：安全；工作环境的安全；紧急事故处理 HR/DH Tour of Hotel 人力资源部/部门主管：参观酒店 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. 如果酒店的入职培训进行半天时间，部门主管必须确认人力资源部/部门主管的培训必须在下午进行，在整个酒店的入职培训结束后，包括了以上所提到的项目。 HR = Human Resources 人力资源 DH = Department Head 部门主管 DAY 2 CLASSROOM TRAINING 课堂培训 Introduction to the Housekeeping Department Who is Who 谁是谁 Schedules 日程安排 Guest Satisfaction 客人满意度 Guest Response 客人反应 Personal Safety 个人安全 Working Safety 工作安全 Guest and Guest Room Security 客人及客房安全 Lost and Found 失物招领 Fire Drill Procedure and Responsibilities 消防演习程序和应对 Associate Rotas 排班表 Working Areas 工作区域 Responsibilities 职责 Hospitality 好客 Resource: Hospitality Manual; Service Excellence Manual 资源：“好客”手册，卓越服务手册 Dealing with Internal and External Customers 接待国内外客人 Interdepartmental Relationships 各部门间的关系 Communication skills 沟通技巧 Resource: 1st 10 Housekeeping Manual 客房手册 Explanation of Why Housekeeping Duties Contribute to a Smooth Check-In 解释为什么客房的职责是致力于入住的顺利办理。 Process 程序 Video 视频 Self-senioring 自我提升 DAY 3 CLASSROOM TRAINING 客房培训 1. Ecolab Guestroom Training 电子化客房培训 Resource: Ecolab World