Model essay on hotel front desk training plan

The front desk is a very important position in the hotel, and their service ability represents the image of the hotel, so the front desk staff must be excellent in order to carry out regular training. The following is the model essay of hotel front desk training plan compiled by me, which is for your reference only. Welcome to read it.

Model text of hotel front desk training plan (1) 1. Training purpose

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

Second, the training object

The hotel's new receptionist.

Third, the training scale.

10 people.

Fourth, the training content

1, common sense of hotel culture.

2. Hotel profile and business knowledge.

3, the front desk job business knowledge.

4, the front desk operation process.

5. The overall practice of the front desk.

Verb (abbreviation for verb) training time

20xx, xx, xx, xx 10, 8: 30 am-165438+0: 30 pm and13: 30 pm-17: 30 pm.

Training place for intransitive verbs

The training room on the third floor of our hotel.

Seven. training cost

This training belongs to internal training, so it does not cost much. Provide standard meals and drinking water for 8 yuan/meal to trainers and trainees at noon and evening every day, and give the lecturer 500 yuan/class allowance, which is estimated to be around 20,000 yuan.

Eight. trainee

Old employees and reception ministers in the corresponding fields.

Nine. Training methods

Combine PPT explanation, case analysis, mentoring explanation and self-study practice.

X. Evaluation method

1. Examination: After the receptionist completes each training course in the course, the trainer will conduct written and oral tests and give the trainees a stage test.

2. Assessment: It embodies the training concept of "taking skills as the final result". The assessment team composed of hotels will conduct on-site assessment of the reception staff at the training point. The assessment can take the form of on-site operation, oral question and answer, simulation operation, examples and so on, focusing on checking the work skills, professionalism and professionalism of the reception staff, 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 courses in time.

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

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

Model text of hotel front desk training plan (2) 1. Training purpose

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

Second, the training cycle arrangement

The probation period is 3 months, which is divided into 3 holidays: 30 days, 60 days and 90 days. The department will train and evaluate each department. 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.

Third, the front desk training content

The training plan lasts for 30 days and is completed in three stages.

(1) Day 10:

1, understand the job responsibilities of the front desk and the 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.

(2) Intermediate 10 days:

1, training front desk daily operation process, courtesy service specification and handover process.

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.

(3) After 60 days:

1, the front desk training focuses on the first 30 days, and then 10 and 60 days focus 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) Evaluation

During the probation period, three exams will be conducted, and the exams will be conducted in sections 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 unqualified, the probation period will be extended or dismissed according to personal circumstances.

Hotel front desk training plan model essay (3) 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 the front desk staff.

I. Training Time

14 days.

Second, training time.

70 classes.

Third, cultivate talents.

Front desk staff.

Fourth, the training content

General situation and product introduction of hotel lobby, hotel organization, department heads and contact information, etc. And the specific requirements for politeness, 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. The standing posture and smile of concierge and other personnel, sliding doors and sliding doors. Storage and distribution of team luggage, delivery of guest goods, and entrusted agency services. Handle payment procedures for guests, prepare and settle accounts for individual customers. Communication, coordination and cooperation between the front office and other departments of the hotel. Spot check the shift work of the day before, handle emergencies and record the work of the class on that day. Computer operation training, assessment, fire fighting training, on-site simulation operation.

Verb (abbreviation of verb) training purpose

Let employees understand:

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

2, customer-oriented, everything around the needs of the guests.

3. Hotel work is a team call 99+ 1= 100.

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

The name of the intransitive verb work item

Telephone reservation.

VII. Work Project Commitment

Front desk reception.

Eight, work project procedures

Answer the phone and answer the guest's questions:

1. Answer the phone within three rings and say, "Good morning/good afternoon/good evening, Reservation Department, hello! Front desk. " Ask the guests how to help.

2. Answer the relevant questions raised by the guests patiently, and seize the opportunity to sell to the guests.

3. When the 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 to come and 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 way to meet the needs of the guests as much as possible. (3) If you really can't meet, apologize, and recommend the same star hotel to the guests or suggest that the guests reschedule. (4) Apologize and hope the guests will come.

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

Model text of hotel front desk training plan (IV) This front desk training will be held in different months:

1 month: standardization of job responsibilities and terms of service of reception shifts at the front desk.

1, job responsibilities of front desk reception and job requirements of each shift.

2, the front desk log book management system.

3, the front desk service specification language.

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

5. Strengthen the training of new employees.

February and February: standardizing gfd and time concepts.

1, reception etiquette training at the front desk.

2. Measures to communicate with guests, and the cultivation of words, eyes, gestures and smiles.

3. The importance of the concept of time.

4. be polite.

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

1, individual booking.

2. Reservation change and cancellation.

3, individual check-in.

4. Team check-in.

April and April: Standardize the front desk booking and check-in procedures (2)

1, the appointment hasn't arrived yet.

2. overbooked.

3. Procedures for handling special reservation requirements.

4. Folding bed service.

5, familiar with the morning room, half-day room opening procedures.

6. How to improve the method of fast check-in?

May: specification of other service processes at the front desk.

1, room update plan.

2. Room change procedures.

3, message work procedures.

4. Car rental and check-out service procedures

5. Ordering food and booking conference room procedures.

June and June: VIP reception service process

1, VIP guest room arrangement skills.

2. VIP reception requirements for front office service.

3. VIP guest reception service program.

4. Precautions for reception of VIPs at the front desk.

July, July: Familiar with the related knowledge of hotel star rating.

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

2. Problems that should be paid attention to in hotel star rating.

3, familiar with the reception service quality standards.

4. Front desk service scenario simulation exercise.

August, August: the contents of the hotel's overseas personnel registration management.

1. Relevant knowledge and requirements for foreigners to stay.

2. Computer input operation for overseas personnel.

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

4. Be familiar with the registration and passport knowledge of domestic and foreign guests.

September: Skills and methods of room layout in guest rooms

1, familiar with the skills of arranging rooms and reception for group guests, conference guests, individual guests and company guests.

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

3. Promotion skills of room upgrade sales.

10 month: computer program operation specification

1, input skills of computer operation list at the front desk.

2. Report printing and manual report making procedures.

3. The development of guest history files.

4. Familiar with computer knowledge and five-stroke typing.

November: Hotel English

Hotel basic English.

2. The hotel reception desk receives English.

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

4, answer/hang up the phone program.

1feb: specification for information service at the front desk

1, front desk inquiry program.

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

3. Knowledge and transportation of surrounding scenic spots.

Model text of hotel front desk training plan (5) 1. Training purpose

Enhance service awareness and improve the quality and skills of employees.

Second, the training object

Hotel front desk staff.

Third, the training content

Knowledge.

Fourth, the training requirements

1. During the training period, tools and personnel should be clean and tidy.

2. Hard objects such as mobile phones/cigarettes/keys and employees' three treasures are not allowed to be worn during the training.

3. During the training period, you are not allowed to joke, chat, fiddle, and shout for a report if you have any questions.

4, training station, to stand in a standard posture, the word from high to low.

Verb (abbreviation of verb) training time is 60 minutes.

1, 15 minutes: physical training for all staff: key points for crossing (in which the price of a single room is evaluated)

2. 15 minutes: the courtesy of the executive waiter.

3.30 minutes: the trainer suggested that several waiters actually operate the orientation process (the rest of the employees continue to keep fit).

The intransitive verb is provided by the seat.

1, good evening, welcome to the North Shore of Gold.

2. VIPs, do you have a reservation?

3. Hello, distinguished guests. What is the name or mobile phone number of the subscriber?

4. Hello, distinguished guests. Can I arrange a China set meal for you?

5. The room rate is 348 yuan, and then 278 yuan is not invoiced. Do you think it's okay?

6. Hello, distinguished guest, this way to your room, please follow me.

7. How many VIPs are received on the floor?

Thank you, good evening, and welcome to the North Shore of Gold.

9. Dear guests, hello. Your room is this way, please.

10, your room is here. Have a good time.