20 19 model of guest room staff training plan 1
The first day of the welcome party. The human resources supervisor should lead the staff to be familiar with the hotel environment and internal organization (know the relevant leaders). Learn dress code. Learn etiquette norms. Introduce the position, commuting time, employee access and so on.
The next morning, there was a big class, and the senior manager trained the hotel consciousness. The next afternoon, I began to train the hotel's awareness meeting. Common polite expressions and service taboos. Theory of room management.
On the third day, I learned about the procedures for receiving and handing in magnetic cards, the state of the room, answering the phone, knocking at the door, opening the door with magnetic cards, and being familiar with the items, facilities and equipment in the room and how to use them.
On the fourth day, I was familiar with the room type, orientation and use of fire-fighting facilities, and mastered the time and regulations of corridor lights and air conditioning.
On the fifth day, we will be trained on how to prepare the work car, get familiar with the names and uses of the items on the car, and understand the cleaning sequence, that is, clean the room, VIP room, guest room, house, do not disturb the room and empty room. Note: Don't disturb the room. It is usually cleaned after 2 pm. Please ask the head waiter to call the room first and ask the guests if they want to clean the room. If there is no one, please ask the head waiter to accompany them in cleaning.
On the sixth day, I trained in the basic rules of checking out, handling left-behind items and cleaning rooms. For example, dust should be wiped from top to bottom, clockwise or counterclockwise, and rags should be folded to supplement the items needed in the room.
On the seventh day, detailed training services will be provided, such as matters needing attention in cleaning the room, handling when guests come back during cleaning, and matters needing attention when guests ask to open the door.
On the eighth day, train how to clean the bathroom, use disinfectant correctly and replenish items.
On the ninth day of training, you should learn to check yourself at work, such as whether you have lost anything, whether the bathroom door is 45 degrees, and whether there are four letters in the folder.
On the tenth day, I trained how to fill in the cleaning sheet and shift book, how to clean up the big garbage every day, contact the laundry room to submit cotton goods, and the telephone number and business hours of each business office. On the eleventh day of the new employee training plan, we trained the maintenance of workshops, service desks, public areas, sanitation, flowers and trees and carpets.
On the twelfth day, we should train the waiter's quality, such as psychological quality, professional quality and service attitude. Don't affect the work because of bad mood, and know the names, titles and habits of hotel leaders and old customers so as to serve the guests better in the future. Introduce related cases in the past, such as the consequences of using guests' belongings.
On the thirteenth day, I trained how to collect the guest's clothes, wake up, add beds and turn over to serve.
On the fourteenth day of personalized service training, the waiter should think about what the guests think and be anxious, pay attention to keeping all the affairs of the guests and the hotel confidential, and analyze relevant cases.
Section 15 Fire safety training. (Note: actual combat courses are arranged every day, military training is conducted in the morning, meetings are held on the first night, and group entertainment activities are arranged in the rest of the night.
On the sixteenth day, we will conduct comprehensive tests, summarize and commend, and prepare for the post.
Room 20 19 Staff Training Plan Mode 2
First, the purpose of the housekeeping department
1, to meet the needs of hotel guests;
2. Ensure the sales at the front desk.
3, it is convenient to work and improve efficiency;
4, conducive to the maintenance and maintenance of guest room facilities.
Second, the order of room cleaning
1. Please clean the room at once. The rooms that the guests verbally request to be cleaned should be cleaned first to meet the requirements of the guests.
2. Clean the room according to the instructions of the reception desk or the manager.
3. VIP room. Room attendant training materials 4. Check out the room.
5. Ordinary room. According to the customer's requirements, you can't just go in and clean without the customer's requirements. )
6. Vacancy. (organized regularly every two to three days)
7, long housing should be coordinated with the guests, regular cleaning.
Third, the basic methods of room cleaning
The room should be cleaned from top to bottom, from inside to outside, circularly, with dry and wet separation (first bedroom, then bathroom), and pay attention to corners and desktops, the location of consumer goods and the back of computers.