Hotel staff training program ~ ~ high score for help! ! ! !

Training Skills Series-Design of Hotel Staff Training Scheme Wednesday, August 20th, 2008 10: 18 Design a reasonable staff training system.

Hotel staff training scheme is a huge system, including training objectives, training contents, training lecturers, employees, training date and time, training places and equipment, training methods and many other elements. It is the organic combination of these elements and the premise and key to analyze the training needs of hotel staff.

First, set scientific training objectives. The purpose of hotel recruitment is to let employees engage in a certain position. If there is a certain gap between employees' functions and expected positions, it is the training goal of the hotel to eliminate this gap. Setting training objectives will provide a clear direction and framework for the training plan. In order to achieve the training goal, employees are required to master certain knowledge and skills through training, which are based on the analysis of the training system. Clarify the gap between the existing functions of employees and the expected job requirements, that is, determine the training objectives, refine and clarify the training objectives, and turn the training objectives into specific objectives at all levels. The more specific the goal, the stronger the maneuverability, and the more conducive to the realization of the overall goal.

Secondly, choose reasonable training content. After defining the training purpose, it is necessary to determine the teaching information that should be included in the training. Although the specific training content varies widely, it generally includes three levels, namely knowledge training, skill training and quality training.

Knowledge training is the first level of organizational training. Most of what you get in school education is knowledge. Knowledge training is conducive to understanding concepts and enhancing adaptability to the new environment. At the same time, if you want to master a professional knowledge systematically, you must carry out systematic knowledge training. If hotel employees want to master the knowledge of reception at the front desk, they can't meet the requirements without systematic knowledge training. It is impossible to train a hotel lobby assistant manager without systematic knowledge training. Although knowledge training is simple and easy, it is easy to forget. It is foreseeable that only staying at the level of knowledge training is not effective.

Skills training is the second level of hotel training and the most important training project in the hotel at present, which refers to the operational ability that can make things happen. Once learned, skills are generally not easy to forget, such as setting the table, making the bed and so on. When recruiting new employees, skills training is inevitable, because abstract knowledge training can not adapt to specific operations immediately.

Quality training is the highest level of organizational training. The "quality" here refers to whether an individual can think correctly. High-quality employees should have correct values, positive attitude, good thinking habits and lofty goals. A high-quality employee may temporarily lack knowledge and skills, but he will learn knowledge and skills effectively and actively to achieve his goals; And employees with low quality, even if they have mastered the knowledge and skills, do not necessarily need it.

The training contents of these three levels should be decided according to the specific conditions of different students. Generally speaking, hotel managers are more inclined to skills training and quality training, while employees are more inclined to knowledge training and skills training, which is ultimately determined by the difference between trainees' "functions" and expected "positions".

Third, determine the appropriate training date. Many hotels often provide training when the time is convenient or the training fee is cheap. For example, many hotels set their plans in the off-season to prevent hotel operations from being affected. However, due to the untimely training, the quality of service declined, the number of complaints from guests increased and the cost was higher. The design of employee training plan must be carried out when training is needed. Usually, one of the following four situations needs training. First, new employees join the organization; Second, employees are about to be promoted or rotated; Third, due to the changes in the environment, it is required to continuously train old employees; Fourth, meet the needs of remediation. In addition, remedial training must be carried out in the following two situations. First, due to the shortage of labor market or administrative intervention or other reasons, we have to recruit unqualified employees, especially when hotels recruit security guards, they often encounter such problems; Second, it seems to be qualified when recruiting, but its performance in actual use is not satisfactory.

Finally, choose the appropriate training method. There are many methods of hotel training, such as lectures, demonstrations, case studies, discussions, role-playing, etc., each of which has its own advantages and disadvantages, and often needs to be combined and applied flexibly.

Evaluation and Improvement of Hotel Training Scheme

From the formulation of training objectives to the selection of training methods, the final formulation of a systematic training plan does not mean that the design of the training plan has been completed, because any good training plan must be a process from formulation to evaluation to revision to re-evaluation, revision to implementation. Only by continuous evaluation and revision can the training plan be improved.

From the training project itself, the evaluation of the training project can be refined into three indicators.

Hotel staff training program

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Since China's economy entered the post-information age of "speed, changeability and crisis" in 2007, the competition among commercial economies in Rizhao has become increasingly fierce. In order to ensure that "Grand Hotel" can quickly seize the high-end consumption market of Rizhao catering industry, the human resources training department of Grand Hotel will play an active role in cultivating and stimulating internal morale, stimulating employees' potential, stimulating employees' creativity, improving organizational productivity, cultivating a learning enterprise atmosphere and building a harmonious and stable internal environment.

As the opening time of the hotel approaches, it is necessary to train new employees systematically in time, so that they can know not only how to do it, but also why to do it.

First of all, the five processes of employee collective training:

(a) determine the training objectives;

(2) Decomposition of training plan; Such as the decomposition of the stage setting process.

(three) the implementation of specific training work;

(4) Four-step training method: 1, explain; 2. Demonstration; 3. try; 4. Follow-up guidance;

(5) Situational training method: For example, at dinner time, the light is dim, and small guests sprinkle ice cream. What should I do?

(6) Summary of training results.

Secondly, the training framework is tentatively as follows:

First, knowledge training;

It is helpful for new employees to understand the hotel service concept and enhance their skill understanding and adaptability to the new environment. At the same time, master a professional knowledge systematically;

1, restaurant etiquette, etiquette is not only superficial respect, but also heartfelt respect and enthusiasm.

"Food" is outside, and "ceremony" is in the heart.

Including: international common address:

1) International address for men and women;

2) addressing senior officials;

3) Speech by the distinguished guests of the sovereign state;

4) the title of the person with occupation, position and degree;

5) the name of the soldier;

6) the address of the clergy;

7) On the appellation of ethnic minorities in China;

8) Address etiquette precautions in some countries;

(1) Domestic habitual address:

1) Use of honorifics;

2) the use of modest words;

3) Use of compliments;

4) Use of euphemism;

5) Use of nicknames:

(2) Speech ceremony for diplomatic activities;

1) Pay special attention to normative issues.

2) Be considerate and take care of the cultural habits of different countries.

3) Other manners that need attention;

(3) answer the guests politely and satisfactorily;

1) Ask and answer the guests in a euphemistic tone.

2) Disturb guests and pay attention to manners.

3) Be polite when talking to guests.

4) "Eight Don't Ask" in communication with westerners, including age, marriage, income, address, experience, work, belief and body.

5) Satisfactory answer other etiquette of the guests;

(4) Etiquette of using business cards:

1) the function of using business cards;

2) the etiquette of handing business cards;

3) Etiquette norms for business card printing;

(5) the etiquette of answering the phone:

1) "within the third ring" must be answered;

2) Say hello before saying hello;

3) Avoid using too casual language;

4) Learn to pay attention to listening;

5) Cultivate the habit of taking notes;

6) Speak in a peaceful tone;

7) answer the phone politely;

8) politely interrupt or transfer the phone;

9) Answer in a friendly voice;

10) About volume and tone;

1 1) How to end the call gently;

(6) Hygienic etiquette of restaurants;

1) About personal hygiene;

2) About work hygiene;

3) About environmental sanitation;

4) About tableware hygiene;

5) About food hygiene;

(seven) the etiquette of the relationship between the guest and me;

1) customer psychological requirements;

2) customers' dining motivation;

3) The physiological needs of customers at ordinary times;

4) To straighten out the relationship between the guests and me;

2, customer personality analysis, to understand customers with different personalities, how to attract them, and what personality habits and preferences they have; How to answer their questions and doubts.

Power personality customer;

A lively customer;

Thinking personality customers;

Peaceful customers;

3, body appearance and makeup knowledge, restaurant employees represent the corporate image, "first impression" is particularly important, so employees should not only understand body knowledge but also know makeup knowledge;

The training content includes:

Physical training, expression (standard of smiling), posture (standing posture, sitting posture, holding things ...)

Make-up knowledge;

Basic knowledge of makeup, light makeup and makeup artist, etc.

Color knowledge, the collocation of spring and winter colors, etc.

Second, skills training;

It is also the most important training program in the hotel at present, and it is also the basic skill of new employees;

Ordering service skills;

Fill in the order skills;

Fill in the catering service guide;

Service skills of food delivery and table setting;

Indoor catering service skills;

How to handle customer checkout procedures;

How to say goodbye to guests after a meal;

How to provide room service for in-house guests;

1, Chinese restaurant service skills.

1) "Nine Knowledge" and "Three Knowledge":

Kuji; Number of people, number of tables, organizer, inviter, identity of guest and host, standard and time, dishes, serving order and charging method.

Third, understanding; Customs, life taboos, special requirements.

2) The division of labor should be clear;

3) The layout should be reasonable;

4) Chinese table layout and tableware preparation;

5) collect drinks and fruits;

6) Implementation of pre-meeting work;

7) Welcome skills and requirements;

8) serving order;

9) Dish service and tableware replacement service;

10) Chinese banquet checkout farewell service;

1 1) cleaning after the meeting and handling of special events;

12) Chinese buffet banquet service skills and matters needing attention;

13) Pay attention to group meals.

2. Service skills of western restaurants.

(1) Welcome guests;

1) greetings, greetings

2) Invite guests to sit down

(2) Pre-meal service;

1) Offer bread and water;

2) drinks before the guests order;

3) presenting a menu;

4) Explain the menu;

5) service drinks;

6) Order record;

7) Send the bill.

(3) appetizer service;

1) serve appetizers;

2) provide aperitif;

3) clean up appetizers;

4) adding ice water;

(4) soup or salad service;

1) Serve soup or salad;

2) Serve wine on the second course;

3) Wash the tableware of the second course;

(5) Main course service;

1) main course;

2) wine for the main course;

3) Wash the main course and tableware;

4) cleaning the seasoning;

5) Clean the crumbs on the dining table;

(6) After-dinner service (cheese and dessert);

1) Arrange dessert tableware;

2) Prepare utensils for supplying coffee or tea;

3) Serve dessert;

4) Serve coffee or tea;

5) clean the dessert plate;

6) Send drinks after meals;

7) Fill it with coffee or tea.

(7) Rules for ending and tableware placement;

1) Submit the bill;

2) collect money;

3) seeing the guests off.

(eight) the emotional appeal of western food service:

Understand the knowledge and characteristics of France, Russia, the United States, Britain, mainland China and buffet.

(9) Afternoon tea/afternoon tea service;

(10) Service skills of "barbecue house";

(eleven) western buffet knowledge.

3, chess and card recreation hall staff training content:

1) Basic requirements for service personnel;

2) Procedures and standards for booking services;

3) Procedures and standards for reception service preparation;

(four) the service procedures and standards of the amusement hall;

Third, quality training;

Confucius said, "Is it unkind to be polite? People are heartless, so what are you happy about? "

Improve employees' personal quality and correct thinking ability, facilitate the understanding and dissemination of corporate culture and value prospects, and establish employees' sense of responsibility, mission and brand strategy for serving hotels. Can be arranged at an appropriate time after the "military training" period;

Training topic:

1, eight correct mentality:

Positive, normal, tolerant, zero-oriented, loyal, persistent, optimistic and responsible;

2. Learning is a 2 1 century passport;

The main purpose is to establish employees' learning mentality, improve their learning ability and build a learning team;

3. Change makes you the biggest winner;

Enhance the adaptability of employees and adapt to various hotel policy adjustments.

4. Emotional intelligence training;

Educate employees on emotional intelligence.

5. Adversity quotient training;

Increase the psychological adjustment of employees in the face of emergencies;

6. 17 rules for building excellent teams;

Make employees pay more attention to unity and maintain the integrity of the team;

7, 2 1 leader rule;

Improve management leadership and understand human nature;

"Management is the foundation and training is the soul."

Finally, if the hotel's training institution is successfully established, it can create a unique corporate culture without relying on the training mode of other domestic enterprises, and launch a series of training topics abroad to increase the hotel's income, more effectively shape the corporate image in the industry and enhance the gold content of corporate brands.