Hotel training quality inspection

For the hotel industry, the importance of training is self-evident. It also plays an important role in shaping a learning organization and cultivating and strengthening the competitiveness of enterprises. The formulation and implementation of training plans have always been closely linked to the hotel's business operation plans and goals. We are a brand new resort hotel. Many employees have no previous experience in the hotel or service industry. Therefore, training employees at all levels and inspecting the quality of hotel services are complementary to each other and are also important for our hotel. Current focus of work. Today, according to the instructions, we will make a brief report on the current training and quality inspection work of our hotel to all leaders and peers. We hope that all leaders and peer experts here will provide guidance.

1. Establish the hotel’s training system:

Establish a hotel trainer club:

Each department recommends one to two foreman-level employees as department trainers. The hotel trainer club will be established with the approval of our department and the general manager. The Human Resources Department will provide special "trainer training" to provide training skills, especially on-the-job operational skills training skills. Trainers from each department will take the stage to give simulated training demonstrations, and other trainers will give comments in order to achieve the same results. Watch the progress. Trainer meetings are held every month to formulate the department's training plan for the next month and summarize and analyze the implementation of the training plan last month. Records of employees' participation in training and customer service cases collected by the department are submitted to the Human Resources Department for filing.

Training needs analysis and training plan formulation:

The annual training plan is prepared by each trainer filling in the training demand form based on the situation of department employees, and is formulated after a unified review by the Human Resources Department. The hotel-wide annual training plan and training budget are submitted to the general manager for approval; departmental training plans are mainly for business operation training, and are formulated by trainers and submitted to the department manager for approval, and submitted to the Human Resources Department for filing every month.

Implementation of training plans:

The annual training plan is implemented by the Human Resources Department, and the departmental training plan is implemented by the department trainer and supervised and controlled by the Human Resources Department. During this period, if the implementation of the training plan is changed due to business conditions or actual needs, the Human Resources Department must be notified in advance for follow-up inspection.

Effectiveness evaluation after training implementation:

The Human Resources Department establishes written training files for each employee, and after the completion of various trainings, the training effects are reflected in the form of assessments, including written assessments. , operation assessment, quality inspection and spot checks, etc. The results of various training assessments will be summarized to the Human Resources Department and recorded in each employee’s training file.

2. Training categories:

Staff level:

The human resources department mainly arranges hotel public information training, etiquette and appearance, service awareness, fire protection Safety knowledge and professional ethics, etc., the goal is to train employees to become familiar with the hotel culture and working environment as soon as possible; department trainers will arrange business operation skills training so that employees can grow into business experts as soon as possible. We also arrange for potential employees to go to other high-star hotels for cross-training and field trips to broaden their horizons and enhance business knowledge.

Foremen and supervisors:

Emphasizing that managers themselves are trainers, and based on this level, employees are not only operational employees, but also grassroots managers. The Human Resources Department has specially set up: Train-the-trainer training courses, communication skills training, team spirit training, management knowledge lectures, etc., and adopt "go out, invite in" and other training methods to enhance business knowledge and theoretical knowledge.

At the same time, in view of the fact that there are many novice hotel employees and the service quality needs to be improved and stabilized urgently, the hotel organized a two-month intensive training, mainly to improve the overall quality and customer service capabilities of all employees. , the content includes three parts: written theory test, skills operation test and comprehensive evaluation. The training content covers hotel company information, employee handbooks, business operation knowledge and basic foreign language knowledge, etc., and links each employee's assessment results with year-end salary adjustments.

In addition, with the assistance of the District Tourism Bureau, the hotel selected 50 employees to participate in the hotel employee employment certificate training, with a view to focusing on improving the overall quality of front desk employees and the quality of customer service.

3. Quality inspection:

The hotel has established a quality inspection team. Each department selects one to two supervisor-level employees as department quality inspectors. Each week, the Human Resources Department takes the lead and conducts inspections from two to The three departments take turns to conduct quality inspections throughout the hotel. The quality inspection content includes: employees' knowledge of public information, standardization of services, etiquette, appearance, hygiene, maintenance of facilities and equipment, etc. The human resources department will summarize the identified problems and send them to various departments. The relevant departments will propose corresponding written rectification measures based on the quality inspection report, and the general manager will randomly check the implementation of rectifications at the morning meeting. If old problems still appear during the second quality inspection, the department will be given a yellow slip and ordered to make rectifications within a time limit, except for objective circumstances.

At the end of each month, a quality inspection team, led by the general manager and composed of managers from various departments, will conduct quality inspections in all areas of the hotel. Any problems found will be ordered to be rectified on site, and the human resources department will summarize and issue a document to Each department shall provide written feedback on quality inspection issues and report them to the general manager's office.

Pay full attention to the monthly quality inspection reports of the corresponding units of the Yuhang District Hotel Quality Inspection Network. At the morning meeting on the day when the quality inspection report comes out, the general manager will read out the contents of the report, require relevant departments to provide immediate rectification opinions and measures for the problems found in it, and require feedback within three days.