(1) hotel basic knowledge training
Including the founding background, geographical location, architectural style, business philosophy, business characteristics, customer situation, organization, rules and regulations, hotel product knowledge, etc. Let new employees have a comprehensive understanding and understanding of their "home".
(2) Hotel etiquette training
Including strict requirements on appearance, appearance, manners, expressions, eyes, language and movements, and how to respect the religious beliefs and customs of guests. New employees must be trained in etiquette and courtesy knowledge before taking up their posts, and master the hotel's requirements for employees in the above aspects, so as to show respect for guests from time to time in future services.
(3) Hotel awareness training
Consciousness determines people's behavior, and behavior forms habits. Therefore, when training new employees, we should also cultivate their hotel awareness, such as service awareness, role awareness, quality awareness, team awareness, obedience awareness and so on. Simply put, the so-called service consciousness is "guest consciousness", that is, employees should have guests in their hearts, eyes, ears and mouths, and always think about what the guests think or even don't think, what is urgent or even urgent.
Role awareness means that employees should understand the "role" they play at different times and occasions and the specific requirements given by this role. There are many reasons for many employees' problems in their work, among which the employees' weak sense of role is one of the reasons that cannot be ignored. Quality awareness means that employees should be clear about the requirements of hotel service quality, understand the characteristics of hotel service, correctly understand the meaning of 100- 1 = 0 or 100- 1 < 0, and establish the concepts of "zero shortcomings" and "doing the work well at once".
Serving guests is the real job of hotel staff. Although the hotel is divided into many different departments and different positions, their job responsibilities are basically different, but their purpose is the same: everything is for the guests and everything is for their satisfaction. Therefore, employees should obey the needs of work and guests, cultivate team consciousness, and achieve "division of labor without separation".
(4) Business training
Business training for new employees can be carried out from both knowledge and skills. Knowledge should be sufficient, not too much and too deep, so as to help new employees work smoothly after taking up their posts; Skills focus on the specific operation process of this position, and try to let employees master the necessary service skills. In addition, new employees should be trained in basic emergency capabilities. Improve their ability to deal with unexpected problems. Hotel products have the characteristics of synchronous production and consumption. The implementers and audiences of services are all people, and people are all kinds. Therefore, hotel services are very random, and it is inevitable that there will be various unpredictable problems. Hotel staff should have certain adaptability. If you encounter complaints from guests, you can take them seriously with the correct concept and deal with them according to scientific procedures and appropriate methods; Have a certain understanding of hotel safety management, simply grasp the use of common safety facilities, properly and effectively handle emergencies, minimize losses as much as possible, and so on.
Different training contents can be divided into different parts, some of which are trained by the hotel human resources department, such as the basic knowledge of the hotel, manners, hotel awareness, safety common sense and so on. Some of them are trained by various business departments of the hotel, such as business knowledge and skills.