Room Attendant Training Program

Employee training, especially corporate employee training based on the competency model, plays a strategic and special role in improving the human capital of the company and helping the company get out of the "training dilemma". The following is a sample room attendant training plan that I collected and compiled. Welcome to refer to it.

Room Attendant Training Plan (1)

1. Description

The training plan is prepared according to the technical level standards for intermediate room attendants.

2. Training objectives

To enable students to have the service awareness that mid-level room attendants should have, fully understand the professional theoretical knowledge of mid-level room attendants, and be proficient in the operational skills and management level of this type of work. Achieve the level of adaptability to the job.

III. Curriculum and training requirements

(1) Professional theory

1. Guest room reception service

2. Guest room conference reception

3. Guest room hygiene knowledge

4. Maintenance and maintenance of common guest room equipment

5. Hotel management knowledge

6. Tourism Geographic knowledge

7. Customs and habits of major source countries

8. Tourism regulations and hotel safety and security

9. Green hotel knowledge

　10. Foreign language knowledge

(2) Professional skills

1. Conference services

2. Room turndown service

3. Basic management skills

4. Computer operation

Room attendant training plan (2)

1. Basic training requirements for this course:

1. Understand the knowledge of guest room products

2. Master the standard requirements for guest room cleaning services

3. Master the standard requirements for guest room reception services

4. Learn to use Basic etiquette for room service

5. Establish safety awareness and master basic preventive measures

6. Be familiar with comprehensive knowledge of tourism, transportation, attractions and other areas in Liaoning

7 . Master standard Mandarin and insist on using Mandarin to serve customers

8. Master English commonly used in room service work and be able to answer simple questions

2. Training requirements and content:

Chapter 1 Overview of Guest Room Products

Training requirements:

1. Be able to describe the types of guest rooms and their equipment and supplies

2. Understand the guest room department Basic tasks

3. Clarify the job responsibilities and quality requirements of room attendants

Training content:

1. Types of guest rooms and their characteristics

1. Various types and functions of guest rooms

2. Facilities and equipment

3. Variety, quantity and layout of guest room supplies

2. Guest rooms The organizational structure and tasks of the housekeeping department

1. The organizational structure and position setting of the housekeeping department

2. The basic tasks of the housekeeping department

3. The position of the housekeeping attendant Responsibilities and quality requirements

1. Room attendant job responsibilities

2. Room attendant quality requirements

Chapter 2 Room cleaning services

Training requirements:

1. Master the standard requirements for daily cleaning of guest rooms

2. Master the implementation requirements for floor plan cleaning

3. Use and maintenance of cleaning supplies Knowledge

Training content:

1. Guest room cleaning

1. General principles of cleaning work

2. Operating procedures for guest room cleaning and quality requirements

3. Precautions for guest room cleaning

2. Planned cleaning

1. The concept of planned cleaning

2. Planned cleaning items and operational requirements

3. Cleaning tools

1. Types and functions of cleaning agents

2. Use and storage of cleaning tools

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Chapter 3 Room Reception Service

Training Requirements:

1. Be familiar with the content of guest room reception services

2. Master the procedures and requirements of guest room reception services

Training content:

1. Service preparation

　1. Understand the guest situation

　2. Decorate the guest room

　3. Inspection work

　II. Floor welcome service

　1 , New guests

2. Old guests

3. Guest service work

1. Guest service

2. Guest clothes Service

　3. Beverage service

　4. Turn-down service

　5. Item rental

　6. Other services

IV. Guest check-out service

1. Send-off service

2. Ward rounds

Chapter 4 Room Service Etiquette

Training requirements:

1. Master the requirements for appearance and appearance of hotel service staff

2. Master the polite language and operating etiquette of room service

Training Content:

1. Instruments and appearance

1. Instruments

2. Appearance

3. Appearance

2. Language

1. Address

2. Greeting

3. Response

3. Operation

1. Welcome and drop-off

2. Service operation

Chapter 5 Guestroom Safety Knowledge

Training Requirements

1. Have safety awareness

2. Master the basic knowledge of preventing and responding to accidents

3. Master the requirements of occupational safety

Training content:

1. Overview of hotel safety

1. Hotel safety content, key points and principles

2. Relevant laws and regulations

2. Hotel safety management

1 , Requirements for accommodation guests

2. Accommodation registration

3. Visitor reception service and management

4. Key management

5. Custody of guests’ financial affairs

6. Handling of wanted notices and notices from public security organs

7. Handling of items left behind by guests

3. Firefighting knowledge

1. Fire protection requirements

2. Main measures for fire prevention and extinguishing

3. Fire alarm system

4. Pay attention when a fire occurs Issues

IV. Occupational safety

1. Operational safety

2. Physical and mental safety

Chapter 6 Tourism Geography (Liaoning Region )

Training requirements:

Be familiar with the characteristics and orientation of various elements of tourism activities in Liaoning region

Training content:

1. Liaoning’s Food

2. Living in Liaoning

3. Traveling in Liaoning

4. Traveling in Liaoning

5. Shopping in Liaoning

6. Entertainment in Liaoning

Chapter 7 English

Training requirements

Learn 100 commonly used English sentences and be able to use simple politeness Phrases to respond.

Training content:

1. Be familiar with 100 sentences in general English

2. Simple etiquette responses

Room attendant training plan (3) )

1 Objective: Strengthen the professional knowledge and skills training of employees, and enhance the overall cultural quality of the workforce. Make the trained waiters have good professional ethics and behavioral norms, and master the basic knowledge and various aspects of restaurant service. Operational skills.

2 Target: All on-the-job service staff in the hotel.

3 Training format: semi-full-time, batch training.

4 Training content and settings: Company management projects, professional qualities of waiters, catering service skills, basic restaurant service procedures, customer psychology, polite language.

The training combines theoretical training, skills training, and practical operations. Students are mainly hands-on, Scenario simulations are often used to increase students' interest in participating. Lectures can also be held, and students will be evaluated after each stage. Oral Q&A, simulated operations, etc. can be used.

5 Training time: training in two batches. , Monday, Wednesday, Friday 8:00--11:00 am, ***20 days

　6 Lecturers: The company hires excellent lecturers and practitioners

　7 Funding: Lectures by lecturers Cost: 20,000

Props fee: 3,000

Venue fee: 4,000

Material fee: 5,000

Total: 32,000 yuan

8 Training control measures: In order to ensure the effective implementation of this new employee training plan and ensure safety during the training, new employee training disciplines and requirements are specially formulated:

1. All new employees must follow It is required to report on time and not be late;

2. After checking in, you must comply with the relevant requirements and management of the induction training;

3. You are not allowed to go out at will during the training period. If you need to go out for business, you must have a written request for leave, and you can only go out with permission.

4. Trainees should unite, help, care and love each other to ensure the successful completion of the training tasks.

5. During theoretical training, you must strictly abide by classroom disciplines, take notes carefully, and work hard to teach the first lesson after joining the company.

Room attendant training plan (4)

Training requirements;

1: During the training period, work clothes and personnel are required to be neat.

Two: Hard objects such as mobile phones/cigarettes/keys and employee treasures are not allowed during training.

Three: During the training, it is not allowed to joke, chat, move around, or call for reports if there are any problems.

Through training, students can have a deep understanding of the company's business philosophy, improve their comprehensive capabilities in customer service, and fully satisfy customers with high-quality services. Make every effort to build the service brand of Dongshan Hotel. Improve hotel service quality.

Four: When training, stand in a standard standing posture and line up from high to low.

Theoretical knowledge courses account for 40 of the total class hours. The proportion of each part of theoretical knowledge is: professional ethics 10, basic knowledge 30, making family meals 15, furniture cleaning 15, washing and placing clothes 10, caring for pregnant and postpartum women, infants, the elderly and caring for patients 20.

Training time 60 minutes

15 minutes: Physical training for all employees: Requires cross-step essentials {including assessment of individual room prices}

15 minutes: Implementation of waiter instructions A polite term.

30 minutes: The training staff proposes a few waiters to actually operate the seating process {the rest of the employees continue to do so}

Polite phrases for seating:

Obey the leader Arrange sanitation work before opening, complete tableware filling, seasoning preparation, table setting, setting up, environmental sanitation, etc. to ensure quality and quantity, and all preparations beforehand. We are a whole, we must have an overall view, cooperate with each other, and help each other.

1. Good evening, welcome to the Golden North Shore.

2. How many VIPs are there? Do you have any reserved rooms?

3. Hello VIPs, what is the last name or last name of the person who booked the room?

4. . Hello VIP, can I arrange a mid-level package for you?

5. The room price is 348 yuan, and there will be no invoice for 278 yuan after that. Do you think it is ok?

Apply to participate in the intermediate class The job appraiser must have obtained the junior professional qualification certificate for this occupation and have been continuously engaged in this occupation for more than 1 year or for more than 2 years.

Strategies for dealing with fast and slow consumers. Consumers purchase goods at different speeds. Generally speaking, for chronic consumers, the salesperson should not be impatient because they take a long time to purchase goods, let alone be impatient and show an expression of impatience; for acute consumers, the salesperson should rush to do something for them without fully thinking about it. Decisions should be made cautiously and prudent, with appropriate reminders to prevent them from regretting the return; sensitive consumers already know the performance and characteristics of the goods they need to buy, have necessary preparations, and have high requirements for products. The salesperson should take what they need to buy according to their requirements, and do not introduce the performance and characteristics of the product too much;

6. Hello VIP, your room is here, please come with me.

7. We are welcoming the distinguished guests on the floor!

8. Thank you, good evening, and welcome to the Golden North Shore.

9. Hello, distinguished guest, your room is over here.

10. Your room has arrived. I wish you a happy stay.

VT’s guest language:

A, good evening, welcome to the Golden North Shore. Do any of the VIPs have reserved rooms?

B1. Arrange a room for the five of you.

A1. Dear VIP, can I arrange a medium-sized package for you? The medium-sized package price is 348. No invoice will be issued for 278 yuan after the yuan discount. Do you think this is okay?

B2. Where is the room 211?

A2. Hello VIP, may I ask the last name or mobile phone number of the person who booked the room? What is the number?

{After the customer explains the information, the waiter will verify the room status with the host}

Hello, VIP A, your room is here, please follow me.

A How many distinguished guests will be received on floor Hello VIP, please come to your room. Your room has arrived. I wish you a happy stay!

The job training course is set up using a combination of competency modules, and the company management projects, restaurant waiter professional qualities, There are seven training modules including basic catering service skills, wine service, serving and dividing dishes, changing table utensils and basic restaurant service procedures.

Room Attendant Training Plan (V)

1. Description

This training plan is prepared in accordance with the "National Occupational Standards" issued by the Ministry of Labor and Social Security.

2. Training Objectives

Through training, students will have a certain sense of service, fully understand the professional theoretical knowledge of junior room attendants, master the operational skills of this type of work, and achieve the ability to work independently. level.

III. Curriculum and training requirements

(1) Professional theory

1. Overview of guest room products

2. Room cleaning service

3. Room reception service

4. Room service etiquette

5. Room safety etiquette

6. Tourism geography (Liaoning area )

7. Foreign language knowledge

(2) Professional skills

1. Service manner training

2. Room cleaning operations

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3. Standard Mandarin