6 examples of 222 hotel front desk training plan

With a plan, the work will have clear objectives and specific steps, so that we can coordinate everyone's actions, enhance the initiative of the work, reduce blindness and make the work proceed in an orderly manner. The following is an example of the hotel front desk training plan I brought to you. I hope you like it!

example of hotel front desk training plan (I)

I. training purpose

hotel employees are facing the role change from social people to professional people, and need a positive professional mentality and standardized professional behavior to meet the role needs of professional people. In order to make the new receptionist adapt to the working environment as soon as possible, get familiar with the working process, enhance the sense of identity and belonging to the enterprise, develop good professionalism, professional image, communication and coordination skills, teamwork ability, and dare to face challenges, so as to participate in the work role and improve work efficiency and performance, this 12-day new receptionist training is specially conducted.

second, the training target

the new front desk service staff in this hotel.

III. Training scale

1 people.

IV. Training contents

1. Common knowledge of hotel culture.

2. Hotel profile and business knowledge.

3. Business knowledge of the front desk position.

4, the front desk operation process.

5, the overall practice of the front desk.

V. Training time

On the 1th day of the month of 22, every day from 8: 3 am to 11: 3 am and from 13: 3 pm to 17: 3 pm.

VI. Training location

The training room on the 3rd floor of this hotel.

VII. Training expenses

This training belongs to internal training, and there is no need to spend too much. At noon and evening every day, trainers and participants will be provided with standard meals and drinking water for 8 yuan/meal, and lecturers will be given 5 yuan/class allowance, which is estimated to be about RMB 2,.

VIII. Training personnel

Old employees in corresponding fields and the minister of reception.

IX. Training methods

PPT explanation, case discussion, mentoring explanation of teachers' training and self-study practice are combined.

X. Evaluation Method

1. Examination: After the receptionist finishes each training course in the curriculum, the trainer will take written and oral tests to give the trainees a stage test.

2. assessment: embody the training concept of "skills as the final result". The assessment team composed of hotels will conduct on-site assessment on the receptionists at the training point. The assessment can take the form of on-site operation, oral question and answer, simulation operation and illustration, focusing on checking the receptionists' job skills, professionalism and professionalism, and extending the probation period or persuading them to leave according to their personal circumstances.

Xi. Training evaluation and feedback

1. Instructors and HR specialists summarize the problems in the training process and change the training course in time.

2. The training staff should fill in the Feedback Form for New Employee Training after each class and report it to the Human Resources Department.

3. After the training, invite the evaluation team to summarize the training effect.

Example of hotel front desk training plan (II)

I. Training purpose

Let employees who have received basic training master business knowledge faster and enter the post operation as soon as possible.

second, the training period is arranged.

The probation period is 3 months, divided into 3 holidays: 3 days, 6 days and 9 days. The department will train in sections and assess them section by section. Arrange normal classes for the first 3 days, with semi-closed training led by the supervisor, and arrange shift employees for the middle 3 days to practice while training; After 3 days, I will work independently and arrange the actual operation with the old employees.

iii. training contents at the front desk

the training plan takes 3 days and is completed in three stages.

(1) The first 1 days:

1. Understand the duties of the front desk and the duties of the receptionist.

2. Learn the room price and all kinds of discounts, concessions and discount rights by heart.

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

4. memorize the list of major units and business rooms.

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

6. understand the facilities and equipment used at the front desk, and the instructions and methods for use.

(2) 1 days in the middle:

1. Train the front desk daily operation process, courtesy service standard and handover procedure.

2. Training reservation, reservation change, cancellation procedure and special discount reservation.

3. Train the front desk selling skills.

4. train VIP reception procedures, regular guest reservation and check-in procedures.

5. Understand the computer simulation operation, including check-in, check-out, reservation, etc. After 1 days, 1. Training to change the rent procedure.

2. Understand the situation and standards of room upgrade.

3. Training on check-in procedures.

4. Training on checkout procedures.

5. Training on group check-in and check-out procedures.

6. Train the procedures for checking ED rooms.

7. Train the procedures for changing rooms.

8. Training on the use procedures of the guest safety box.

9. Visiting guest rooms and handling guests' birthdays.

1. Follow-up procedures for supplementary orders.

11. Train the procedures for receiving guest messages and storing goods.

12. Training on various credit card settlement methods.

13. The above training is combined with relevant computer operation.

14. Trainees summarize the training contents.

15. Assess the trainees' training contents, which are divided into written, computer-based and practical operation.

(3) The last 6 days:

1. Foreground training focuses on the first 3 days, and the last 1 and 6 days focus on practical operation.

2. The training is semi-enclosed. You can enter the front desk to familiarize yourself with the relevant forms and facilities. The computer operation part is carried out with the backup system of the background computer room. Trainers will conduct drills and trainees will conduct actual operations under the guidance.

(IV) Assessment

During the probation period, three assessments will be conducted, and the assessment will be conducted by stages according to the requirements to be achieved in 3 days, the skills to be possessed in 6 days and the level to be achieved in 9 days. After passing the exam, the human resources department will not take the formal examination. If it fails, the probation period will be extended or dismissed according to individual circumstances.

Example of hotel front desk training plan (III)

Hotel front desk is generally divided into four parts: front desk reception, luggage, sales and business center. Here I will focus on the training plan for front office staff.

1. The training time is

14 days.

2. Training class hours

7 class hours.

Third, training personnel

Front desk staff.

IV. Training content

Overview of the hotel lobby, product introduction, hotel organization, heads of various departments and contact information, etc., and specific requirements for courtesy, appearance and body language. Top ten hotel consciousness (group, service, obedience, role, sales, safety, communication and coordination, pre-control, time, efficiency and quality consciousness). Guest reservation: telephone reservation, change and cancellation. Standing posture and smile of concierge and other personnel, sliding door and pulling door. Storage and distribution of team luggage, delivery of guests' belongings, and entrusted agency services. Handle the payment procedures for guests, prepare for departure and settle accounts for individual guests. Communication, coordination and cooperation between the front office and other departments of the hotel. Spot check the team work the day before, deal with emergencies, and record the work of the class on that day. Computer operation training, assessment, fire fighting training, field simulation operation.

V. Training purpose

To make employees understand:

1. The nature of the hotel and the job content of this position.

2, the guest is the main, all work around the needs of the guests.

3. Hotel work is a team playing 99+1=1.

4. Understand the function of the front office of the hotel.

VI. Name of work item

Telephone reservation.

VII. Work item undertaking

Front desk reception.

VIII. Work item program

Answer the phone and answer the guest's inquiries:

1. Answer the phone within three rings and say "Good morning/afternoon/evening, reservation, hello! Front desk. " Asking the guest how to help.

2. Respond patiently to the questions raised by the guests and seize the opportunity to sell to them.

3. When a guest asks for a room reservation, we introduce our room type and ask the guest to choose: ① Listen carefully to the guest's room reservation request, ask when it will come, what room type, and quickly check whether the computer has the room type the guest needs, and then answer the guest after confirmation; (2) if you can't meet the requirements of the guests, you can suggest that the guests improve their grades and choose a compromise to meet the needs of the guests as much as possible. (3) really can't meet, to apologize, and recommend the same star hotel to the guests or suggest that the guests reschedule. (4) apologize, hope the guests come.

4. Fill in the reservation reservation form and register one by one according to each item of the reservation form. After filling it out, repeat it to the guests. (Who will stay, when, how many days, what room to use, how many rooms to use, how much the room price is, the reservation person, the contact number of the reservation person, the retention time, the reservation person, the acceptance time and the date) After checking, indicate the reservation date and sign it. The special reservation requirements for guests and us should be clearly recorded in the remarks column;

example of hotel front desk training plan (4)

this front desk training is conducted in different months:

January: job responsibilities and service terms of front desk receptionists

1. job responsibilities of front desk receptionists and job requirements of each shift.

2, the management system of the front desk log book.

3. Terminology of front desk service.

4. memorize the name of the hotel agreement company and the new room rate.

5. Strengthen the training of new employees.

February and February: standardize the work gfd and the concept of time

1. Reception etiquette training at the front desk.

2. How to communicate with guests? Cultivate your breath, eyes, gestures and smiles.

3. The importance of time concept.

4. Courtesy.

March and March: standardize the front desk booking and check-in procedures (1)

1. Individual booking.

2. Reservation change and cancellation.

3. check in for individual guests.

4. Team check-in.

April and April: standardize the reservation and check-in procedures at the front desk (2)

1. The reservation has not arrived.

2. overbooking.

3. Procedures for handling special reservation requirements.

4. Rollaway service.

5. Be familiar with the check-in procedures for morning rooms and half-day rooms.

6. How to improve the quick check-in method.

may and may: specification of other service processes at the front desk

1. guest room renewal procedures.

2. Room changing procedures for guests.

3. Working procedures for message leaving.

4. Procedures for renting a car and leaving things behind

5. Procedures for ordering food and meeting rooms.

June, June: service flow of VIP guests

1. Room arrangement skills of VIP guests.

2. VIP reception requirements for front office service.

3. Service procedures for VIP guests.

4. Precautions for VIP reception at the front desk.

July and July: Be familiar with the related knowledge of hotel star rating

1. Be familiar with hotel star rating standards and star rating knowledge.

2. Matters needing attention in hotel star rating.

3. Be familiar with the service quality standards of reception in the front office.

4. Scenario simulation exercise of front office service.

August and August: management contents of hotel overseas personnel registration

1. Relevant knowledge and requirements for overseas personnel to check in.

2. Computer entry operation for overseas personnel.

3. Fill in and upload the foreign affairs list. .

4. Be familiar with domestic/foreign guests' registration and passport knowledge.

September and September: skills and methods of room arrangement

1. Be familiar with the skills of room arrangement and reception for group guests, conference guests, individual guests and corporate guests.

2. Requirements and precautions for housing arrangement in off-season.

3. Sales promotion skills of room upgrade sales.

October and October: the specification of computer program operation

1. The skills of computer operation and document input at the front desk.

2. Print reports and make manual reports.

3, the development of the guest history file.

4. Be familiar with computer knowledge and five-stroke typing.

November and November: Hotel English

1. Hotel Basic English.

2. English is received at the front desk of the hotel.

3. English situational dialogues such as reservation and check-in at the front desk.

4. Answer/hang up the phone program.

December, December: Specification of information service at the front desk

1. Information procedures at the front desk.

2. operational knowledge of each business point of the hotel.

3. Knowledge and traffic of surrounding scenic spots.

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Example of hotel front desk training plan (5)

(1) Assist the manager to do the overall operation of the front desk, make reasonable arrangements for the staff and arrange the accommodation of the store staff;

(2) Be able to do three regular meetings on time every day, and put forward the shortcomings of the day's work in the regular meeting, and take corresponding measures in time, and at the same time summarize the work of the day and make records;

(3) make the in-store worksheet. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of working out the in-store worksheet is to better understand the tasks of the day, which can also reflect the transparency and progress of the work;

(4) master the daily passenger flow and turnover, and make statistics on the weekly and monthly passenger flow, formulate corresponding marketing plans, and at the same time compare the turnover between weeks and months, find out the shortcomings, and make a summary and corresponding countermeasures;

(5) Do a good job in the "Three Ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly exercise, and make corresponding records;

[6] supervise the escort service. Carry out service procedures to meet the reasonable requirements of guests;

once, take part in the reception work in the front office, record the problems found in the work and make corresponding improvement plans;

⑻ make a training plan. Correctly conduct a series of training for employees, further strengthen the problems found in the work, and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;

⑼ in close cooperation with the cashier at the front desk, the daily turnover should be recorded. Master the collection of the day's petty cash, arrange the change reasonably, and ensure the cashier's normal checkout;

⑽ handling of guest complaints. There are three types of complaints: "face-to-face complaints", "telephone complaints" and "written complaints", and hotels mainly complain in person. Either way,