Summary of Hotel Staff Training (1)
In order to further improve employees' familiarity with hotel knowledge, comprehensively strengthen employees' awareness of the hotel industry, and strive to build a learning and development-oriented enterprise, the hotel administration and personnel department conducted systematic training for all employees in the store on June 5438+February. The training work is summarized as follows:
I. Work that has been completed so far
1. This time, the Administration and Human Resources Department will take the lead in organizing a unified public training course for all hotel employees. Courses include standardized training in basic knowledge of hotel industry, etiquette, gfd, work attitude and other related aspects. The purpose of this training is to strengthen the communication between employees of all departments in the hotel, and provide a platform for relaxing, exchanging ideas and enhancing understanding while strengthening the knowledge of public courses in the hotel.
2. Strengthen the publicity and training of employee etiquette and gfd. At the beginning of opening, cultivate employees' sense of hotel service and ownership, and be familiar with hotel rules and regulations. After unified training, each department will organize specific job skills training by itself. All departments should send the departmental training plan for next month to the administrative personnel training department for the record before 25th of this month.
3. After this training, all employees will be tested on paper, and representatives of students from all departments will fill in the training evaluation form, so as to understand the real needs of employee training in time and effectively, and have a clear target direction for the next employee induction and standardized assessment training.
Second, the shortcomings and direction of efforts
1. Although our hotel is a four-star hotel, the education level of the staff is generally not high. The training process is arduous, which requires repeated publicity and patient persuasion and education to achieve certain training results. In the future training work, we should strengthen training skills, add new content, new highlights and interactive links, and increase the interest of the course. Training will be the main direction of the administrative personnel department.
2. The training work of each department needs to be followed up in time. In addition to the hotel public course training of the training department, all departments should earnestly strengthen the post practice skills training for their employees. Only by cooperating with the training organized by the administrative personnel department and carrying out the training of our own department can we do a better job in the process of post service. The training department will track the training situation of each department and carry out various trainings planned by the department according to the training plans submitted by each department.
3. Adhere to the organic combination of quality inspection and training. From quality inspection to training, through training to quality inspection test. (determined by the quality inspection tour and the analysis of the guest opinion form of each front-line department) for special training. Educate employees about the problems found in quality inspection through training. Let employees pay attention to the service details at any time, and ensure the service quality of the hotel, not only to be dedicated, but also to be professional.
4. Strengthen the management of training site. The training organized by the Administration and Personnel Department is conducted in two batches. Due to the large number of people, small space and lack of microphone audio equipment, some employees in the back seat can't hear clearly. In the future, we will solve a series of problems brought by space and equipment, so that more employees can learn more knowledge.
5. Training awareness needs to be improved. This training is a notice issued by the hotel administration and personnel department to all departments. However, at present, some departments do not supervise the training of their employees, which leads to sloppy work, untimely training or excuses for not coming to the training. Therefore, all departments should strengthen training awareness, cooperate and assist the work carried out by the administrative personnel department, and establish a good sense of professional ethics. In the future, a training supervision mechanism will be established to improve employees' attention, enthusiasm and participation in training.
Yang Hongzao, Training Manager
20 14- 12-23
Summary of Hotel Staff Training (2)
1. Conduct unified and standardized training on etiquette, courtesy, appearance, appearance, standing posture, walking posture and sitting posture for new hotel employees.
2. Publicize employee handbook, and cultivate employees' sense of hotel service and ownership. After unified training, they are assigned to various departments, and the following on-the-job training is conducted according to the specific division of labor of each department:
① Front Desk Sales Department: The main training is how to do a good job of guest historical files and VIP files, and be familiar with and remember the general situation of tourist scenery and the introduction of Yuanyang scenic spots. Main service desk operation process: telephone answering process, reception process, check-out process, inquiry service and English training, so that employees can receive guests' inquiries in Mandarin and simple spoken English.
(2) Housekeeping Department: it mainly trains processes such as knocking at the door, cleaning the room, making rounds, turndown service and vip personalized service.
③ Security Department: it mainly trains military training, queuing, footwork, parking gestures and flag-raising ceremony. Five defenses? Knowledge, safety skills, emergency plans, etc.
(4) Engineering Department: Familiar with the installation, use and simple maintenance of facilities and equipment in various departments of the hotel mainly by following the manufacturer's installation technicians, and notify the manufacturer's technicians to the hotel or send them back to the factory for maintenance in case of major problems. Do a good job in daily maintenance and inspection of water, electricity, kitchen utensils, elevators and other related engineering equipment, actively respond to all kinds of professional counterpart training organized by county and state safety supervision departments, and insist on holding relevant certificates.
⑤ Catering Department and Entertainment Department: Mainly provide basic training such as reservation, making wine list, tray, table setting and folding napkin flowers.
By strengthening the training and education of business skills and professional counterparts in various departments of the hotel and on-the-job training of employees, we can better serve our guests.
Over the past year, the problems and difficulties often encountered in the training work are:
1. Because the hotel is located in the border minority areas, the education level of the employees is generally low. In training, it is necessary to repeatedly publicize, patiently persuade and educate, and strictly implement the operating rules in order to achieve a certain training effect.
2. Employees' thoughts are unstable, so it is difficult to prevent them from frequently changing jobs, changing their minds and frequently quitting their jobs to work in other cities or other hotels.
3. The oral English ability of most hotel employees needs to be further improved.
In short, no matter how many difficulties, deficiencies and problems exist in the training and education of hotel employees, we must pay attention to overcoming and solving them in the future training work. Under the supervision of the general manager's office, the hotel personnel training department makes an overall plan, focusing on on-the-job training for all employees, strengthening the training of cultural knowledge, professional knowledge, professional ethics and spoken English, and effectively establishing? Guests first, let guests? The service concept of. What will the hotel be based on? Endless service, guests first? Take service as the purpose, think about what the guests think and worry about what the guests are anxious about? For the service concept, unity and cooperation, pioneering and enterprising, to? Create a first-class image and a first-class hotel? Strive for the goal. Promise to guarantee the standard of star-rated hotels, improve the sanitary quality and service quality of hotels in a rigorous and standardized way, contribute to ocean-going tourism, create brilliance, and do something for all hotel staff.
I recommend it carefully.