Hotel front desk training content

First, common sense and general training

(1) Training purpose: To let the new employees in the hotel industry know the basic qualities and knowledge they should have in this position and make necessary preparations for further training.

(2) Training time and content: 1, explanation of hotel professional ethics. 2. Job requirements gfd, courtesy requirements. 3, understand the hotel staff disciplinary regulations. 4. How to get in and out of the hotel correctly?

(3) Training assessment: After three days of basic training, a written examination will be conducted. Those who pass the training will enter the on-the-job training plan, and those who fail will receive training again.

A, the front desk job training plan

(1) Training purpose: to enable employees who have received basic training to master business knowledge faster and enter the post operation as soon as possible.

(2) Training period arrangement: the probation period is 3 months, which is divided into three holidays: 30 days, 60 days and 90 days. The departments will train and assess by stages. Arrange normal classes for the first 30 days, with the supervisor leading semi-closed training, and arrange shift employees to practice while training in the middle 30 days; Work independently after 30 days, and arrange the actual operation with the old employees.

(III) Foreground training content: The training plan lasts for 30 days and is completed in three stages. Training date: 10 days before the training instructor prepares the notes.

1, understand the job responsibilities of the front desk and the receptionist.

2. Learn to memorize the room price and various discounts, concessions and discount rights.

3. Be familiar with all kinds of notices, reports, forms and notebooks at the front desk.

4. Remember the list of main units and business rooms.

5. Remember various business terms, system codes and payment methods.

6. Understand the facilities and equipment used at the front desk, as well as the instructions and methods.

Intermediate 10 days

1, training front desk daily operation process, courtesy service specification and handover process.

2, training reservation, reservation change, cancellation procedures, special booking processing methods.

3. Train sales skills at the front desk.

4. Train VIP reception procedures and routine guest reservation and check-in procedures.

5, understand the computer simulation operation, including check-in, check-out, booking, etc. 10 days later, 1, training and rent change procedures.

2. Understand the situation and standards of room upgrade.

3. Training on registration procedures.

4. Training on checkout procedures.

5, group check-in and check-out procedures training.

6. Train the procedures for checking rooms.

7. Training room change procedures.

8. Training on the procedures for using guest safes.

9. Visit guest rooms and handle guests' birthdays.

10. Follow-up procedures for supplementary orders.

1 1. Train the procedures for receiving guest information and storing items.

12. Training on various credit card settlement methods.

13, the above training is combined with related computer operation.

14. Students summarize the training contents.

15. Evaluate the trainees' training content, which is divided into written, computer and practical operation.

After 60 days

1, the front desk training focuses on the first 30 days, and then 10 and 60 days focus on practical operation.

2. Training is semi-closed. You can enter the front desk to familiarize yourself with relevant forms and facilities. The computer operation part is carried out by the backup system in the backstage computer room. Trainers conduct drills, and students conduct practical operations under the guidance.

(4) Assessment: Three assessments will be conducted during the probation period, and assessments will be conducted in stages according to the requirements to be achieved in 30 days, the skills to be possessed in 60 days and the level to be achieved in 90 days. After passing the exam, the human resources department will not take the formal exam. If unqualified, the probation period will be extended or dismissed according to personal circumstances.