酒店培训总结.docxVIP

2016年度培训总结 2016 Annual Training Summary 员工的能力与执行能力直接关系着宾馆的效益与核心竞争力，因此， HYPERLINK /DataStore/List/20 \t _blank 培训工作一直是人力资源部的一项重要任务。年初，根据宾馆战略发展要求，人力资源部制定了2016年度的培训主要方向，即：提高酒店员工整体英语水平、强化员工的服务意识，建设一支适应市场经济发展需要的宾馆团队，并聘请专业人士协助宾馆的开展培训工作。2016年上半年，共组织员工大小培训82次，参与培训人次数达2000多人，取得了很好的培训效果。具体的培训类别可分为以下五大部分： Employee’s competence and executive abilities directly relate to the benefits and the core competitiveness of the hotel, therefore, the training has been an important task of HR dept. Earlier this year, according to the strategic development requirements of the hotel, HR dept. developed the main training directions of the Year 2016. Such as: to improve the overall English proficiency of hotel staff; to strengthen the service consciousness of hotel staff; to build a hotel staff team suitable the market developing; and to hire professionals help to carry out hotel training. In the first half of 2016, there were 82 times of organization and implement staff training, and more than 2000 staffs participating the training, the training achieved great effect as well. The specific training can be divided into the following five major categories: 服务理念及技巧培训： 1、The service concepts and the skills training 服务理念培训：“卓越培训”、“一站式服务”； The service concept training: “excellent training”, “one-stop service” 营销技巧培训：“销售技巧培训”、“电话技巧培训”； The marketing skills training: “sales skills training”, “telephone skills training” 服务技巧培训：“何处理客人投诉”、“楼层主管培训技能培训” The service skills training: “how to handle guest complaints”, “the floor supervisor management skills training” 宾馆员工通过半年的分批学习，丰富了相关知识，掌握了处理问题技巧，现场发现问题和解决问题的能力有了很大的提高。 Through six months of training, the hotel staff enriched the related knowledge, mastered coping skills, and greatly improved the finding and solving problem ability. 语言水平课程培训： 2、The language proficiency training 针对员工所在岗位的不同业务需求开展培训工作，主要聘请以英语为母语的专业培训人事通过基本的培训课程： Aiming to the different needs of the hotel staff positions to carry out language training. Mainly to hire the native English-speaki