Hotel front desk training plan 1. General knowledge and general training (1) Training purpose: To let new employees who are engaged in basic hotel industry for the first time know their basic qualities and knowledge in this position, and make necessary preparations for further post knowledge 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? Month 1, get an overview of the hotel, including: the introduction of the establishment of the hotel, the main leaders of the hotel, and the administrative structure of the hotel; Understand the general situation of the department, including: the structure of the department, the functions of each department, and know the heads of each department. 2. Remember the contact numbers of all branches of the hotel. 3. Understand the business departments and operations, business hours and business promotion of the hotel. 4. Understand the business of the department, including: understanding the structure and room type of the room, and visiting the business premises and various rooms of each branch. Month 1, learn basic sales skills and customer service methods. 2, determine the main management personnel of each department, understand the main responsibilities and authority of managers. 3, led by the department manager to visit and introduce the hotel business. The trainee should state to the trainer what he has learned in the above three days. (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. First, the front desk job training plan (I) Training purpose: Let employees who have received basic training master business knowledge faster and enter the job 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 The day before the preparation of the training instructor, 1. Understand the job responsibilities of front desk and 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. /kloc-between 0/0 days 1, train the front desk daily operation process, courtesy service specification and handover procedures. 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 after 60 days 10, it focuses 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 it is unqualified, the probation period will be extended or the training plan will be cancelled according to individual circumstances.
I. Pre-job training (2-3 days)
1. Leisure places and departments need training.
1) Distribute the contents of leisure places and departments to employees, and remember them, such as company profile, internal telephone number, service price, etc.
2) The supervisor will lead the new employees to understand the specific position and business hours of each post, be familiar with the distribution and characteristics of each area, and focus on the layout rules of various rooms and the placement of various items in the room.
2. Be familiar with the job responsibilities of the front desk, and the supervisor will explain the work flow and various work procedures in detail, so that new employees can have a preliminary impression and ideas.
3. Review the training content and take the pre-job exam. In view of the job responsibilities and work processes of the training in the first two days, it is necessary to know that a written test will be conducted, and those who fail in the test will be given a make-up test and the test papers will be archived.
Second, induction training (8-9 days)
Induction training is divided into two parts: day training and night training. It is divided into four steps:
1. First, the head of the reception team leads the new employees to work in shifts for three days, 1 night shift;
2. Old employees will work three day shifts and one night shift. (During the period, the day shift and night shift cross. )
3. Finally, conduct pre-job business skills assessment, and work alone after passing the assessment.
4. At the beginning of individual marking, the supervisor on duty will strengthen guidance and supervision.
Day shift business training:
Familiar with various forms, facilities, equipment and articles used at the front desk for the first three days; Familiar with the daily work flow and procedures, deepen the impression; Familiar with our protocol unit and various grids to be made in the computer; Follow the supervisor to be more familiar with all work processes and go through all work procedures in person; The competent person shall handle the check-in, transfer and extension formalities in person; The supervisor will emphasize the shortcomings in time and follow up the supervision in time. (Note: During the training, special emphasis should be placed on the awareness, attitude and service skills of new receptionists, and the explanation of each procedure should be well-founded. )
In the last three days, the old employees will take over for three days and master various business skills such as customer service and work skills.
Night shift business training:
First: Be familiar with the work flow of night shift. Complete the workflow under the leadership of the supervisor, carefully consider the accuracy of each form and the cleaning procedures of night shift hygiene.
Second: old employees take 2-day shifts. Practice all work procedures in person, supervised by old employees, and emphasize the safety of night shift work and the handling of various emergencies.
Here are two schemes for reference only, because I don't know your industry. Hope to adopt.