What are the requirements and performances of foreign-related hotels for employees' English level?

Hotel training methods can be classified according to different levels of training objects, different time and place of training and different content and nature of training, forming a three-dimensional training classification model, which provides relevant basis for hotels to formulate effective training plans.

1, depending on the level of the culture object.

(1) decision management

The senior management is the decision-making layer of hotel management, including the general deputy general manager, resident manager, directors of various departments and general deputy managers of various departments. As the leading center of hotel management, the content of decision management training is mainly how to establish macroeconomic concepts, market and competition concepts; Sales factor analysis and marketing strategy formulation; Organizational behavior, how to carry out budget management, cost control and business decision-making and a series of macro topics.

(2) supervision and management.

Supervisors are the backbone of hotel management, including managers at all levels below department managers, such as supervisors, foremen or team leaders, which play an important role in management. The training of supervisors and managers focuses on the training of management concepts and abilities, and the in-depth training of hotel professional knowledge and practical skills on how to deal with interpersonal relations and guest relations.

(3) Attendant and operator layer

Hotel waiters, operators of various technical jobs and background handyman are the actual staff of hotel operation, and their quality level, technical proficiency and working attitude directly affect the management level and service quality of the whole hotel. The training goal of ordinary employees should focus on improving their quality level, that is, training from three aspects: professional knowledge, business skills and work attitude.

2. Conduct field training according to different time and price segments.

(1) Pre-job training

Pre-job training is also called employment training, that is, pre-job training for hotel employees. Pre-job training plays a vital role in improving the service quality and business development of every hotel. Because the goal of passing the pre-job training is to provide the hotel with a staff team with professional knowledge, business skills and work attitude that meets the business requirements.

Pre-service training can be divided into general pre-service training and professional pre-service training because of different training contents. General training refers to inculcating hotel industry knowledge, the nature and characteristics of hotel work, the quality requirements and professional ethics of hotel employees, hotel introduction and other common sense contents. Improve new employees' understanding and understanding of hotel work. Professional pre-job training focuses on professional targeted training for new employees in different departments and different business divisions, requiring employees to truly understand the principles, norms, procedures, technologies and methods of dealing with the business of their own departments before taking up their posts, so that they can adapt to and be competent for the assigned work immediately after training.

In order to ensure the technical and professional quality of employees, the national labor department is deploying and implementing the regulations of "training before employment, training before taking up posts". The hotel or relevant departments shall provide necessary pre-job training for employees according to the post requirements (standards), and issue post qualification certificates. Those who fail the training shall not take up their posts.

(2) On-the-job training

On-the-job training refers to the training that hotel employees receive in the process of completing production tasks in the workplace. On-the-job training of employees is the continuation and development of pre-job training, and it is the progress from the primary stage of low-level training to the intermediate training stage. Pre-job training is the preparation for the employment of hotel employees and the only way for every employee to join the hotel industry. On-the-job training is a deepening process of pre-job training, which lasts much longer than pre-job training. For a hotel that pays attention to training, on-the-job training will always run through the whole process of every employee's employment.

On-the-job training in hotel industry aims to continuously improve the quality level of employees, which will directly affect the management level and service quality of hotels.

There will be various contradictions or problems in the daily operation of hotels, and on-the-job training is one of the effective means to solve various operational problems. In the development and operation of hotels, it is necessary to constantly adopt various new technologies and equipment, and on-the-job training is also necessary for employees to master these new knowledge. Different forms of on-the-job training are also helpful to improve the hotel's service model, overcome the shortcomings in service and improve the hotel's profitability.

On-the-job training is a long-term activity when the hotel is open as usual, so on-the-job training has special difficulties in making plans, choosing training methods and implementing training.

On-the-job training requires regular education of employees' professional ethics and foreign affairs discipline, which is the special needs of employees in foreign-related hotels.

(3) Full-time training

Due to the needs of hotel business development or the need for employees to receive some special training due to job changes and job promotion, this kind of training requires employees to leave their posts for study or further study temporarily or partially, which is called off-the-job training.

According to the training schedule, the length of full-time training can be divided into full Japanese, intermittent Japanese or part-time training. Off-the-job training for trainees is off-the-job training, which requires training for more than a few days, but in order to avoid affecting work, intermittent training can be adopted, that is, intermittent training and intermittent training; Part-time training is a combination of on-the-job training and off-the-job training. In order to avoid affecting the work needs or training arrangements, the trained employees only receive training for a few hours every day, and the rest of the time still return to their jobs to continue their work. Trained employees who participate in shopping mall training activities belong to off-the-job training.

3. Implement training according to different locations.

(1) in-store training

Under the unified arrangement of the hotel personnel training department or several departments, the training activities conducted in the hotel internal places such as restaurants or canteens outside business hours are in-store training. Trainers can be full-time managers or teachers in the personnel training department, or they can be hired externally.

(2) On-the-job training

On-the-job training is also one of the ways of in-store training. The difference is that the trained employees have not left their jobs or received training through their current jobs. Training methods, such as accepting business guidance from the competent manager, supervisor, foreman or peers, attending relevant meetings, internship or agency work, job rotation, etc., all belong to on-the-job training.

(3) Off-campus training

The training place is not in your hotel, which is called off-campus training. The organizers of out-of-store training are usually the superior companies, bureaus or industry associations, academic institutions and other departments and institutions to which the hotel belongs. The hotel personnel training department should make full use of the educational resources of tourism colleges to carry out off-campus training, and can also jointly plan and arrange training courses, special lectures and reports, visits and inspection activities and other forms of off-campus training projects with relevant units. The training time can be full Japanese, intermittent Japanese or part-time.

4, according to the different training content and nature.

(1) orientation training for new employees (orientation training)

The introduction of new hotel employees is an important course of induction training. Good positioning can lay a foundation for new employees to establish a good relationship with the hotel. When new employees join the company, they generally have high enthusiasm and enthusiasm. Effective induction training can not only protect their enthusiasm, but also gradually cultivate their good working mood and sense of belonging to the hotel, so as to do a good job in their new posts. Successful orientation training is also conducive to reducing the turnover rate of hotels and reducing human expenditure. Welcome training mainly includes introducing the general situation of the hotel, the salary and welfare of employees, the main rules and regulations of the hotel, and the post and work safety of employees.

(2) Staff professional quality training

The professional quality level of hotel staff is the key to determine the quality of hotel service. Training employees to improve their professional quality is one of the main contents of hotel pre-job training. Its themes include: industry information of tourism and hotel industry; Professional ethics education in service industry; Disciplinary guidelines for foreigners and foreign affairs; Basic professional requirements of hotel employees; Personal hygiene and gfd standards; Politeness knowledge and foreign affairs etiquette training; Interpersonal relationship handling skills, etc.

(3) foreign language training

Employees of foreign-related hotels are required to master one or two foreign languages, which is a necessary business requirement for language communication with guests of different nationalities. Employees in different departments, positions and levels of the hotel are required to master foreign languages and be proficient in listening, speaking, reading and writing. However, English, as an international language, requires hotel employees to master it basically. Foreign language training in foreign-related hotels is an important training program.

(4) Hotel basic knowledge and skills training

Pre-job training before the opening of the hotel should systematically educate future employees on the basic knowledge and skills of hotel services, so that employees below the middle level can have a comprehensive understanding of hotel operations, management and services, and have a full understanding of practical skills such as hotel catering, guest rooms, room service and finance. After this pre-job training, employees can quickly adapt to and be competent for the actual work after the hotel opens. The pre-job training of this system generally takes more than half a year. According to the human and financial conditions, hotels can link with local vocational education schools and jointly hold vocational and technical training courses to attract young people who are determined to work in hotels.

(5) Specialized training in hotel service and management skills.

Theme training is targeted in-depth training after the opening of the hotel, and its content and object selection are based on the needs of improving management and service. The contents of special training include: telephone etiquette training, guest relations training, administrator supervision skills training, hotel marketing technology training, hotel public relations knowledge and application training, fire safety training, medical first aid training, etc.

(6) Department professional practice training

Practical training refers to on-the-job training provided by hotel departments with the assistance of personnel training department to improve working methods and improve work efficiency. Professional on-the-job training of all departments is the main body of hotel training, which runs through the daily work of hotel management and is long-term. The implementation effect of professional training depends on the consciousness and skill application of the heads of various departments. The effect of training is directly reflected in the service quality of the hotel, so we should pay enough attention to the training of a department and the training of hotel personnel.

(7) Interactive training and job rotation training

In order to enhance the adaptability of employees to work and facilitate communication with other departments, hotels can adopt interactive training. Interactive training is to arrange employees to receive business knowledge and skills training from other departments of the hotel to expand their knowledge. One kind of rotation training is to arrange employees to have regular rotation practice training in their own departments or business-related departments. Job rotation training is divided into horizontal training and vertical (vertical) training. Horizontal training refers to arranging employees to study in business-related departments, such as arranging catering employees to receive regular training in Chinese restaurants, western restaurants, bars, banquet departments, catering departments, food warehouses and other departments. Vertical training arranges employees to start from lower positions and gradually upgrade to internships in their respective departments.

Generally speaking, the object of interactive training and job rotation training should be employees with good professional quality and promotion potential or middle and junior managers at foreman level. They have the necessary professional ability to make this training more effective. Practice has proved that mutual training and job rotation training are very beneficial to comprehensively cultivate employees' overall concept, tacit cooperation, understanding and coordination ability, and can also reduce employees' boredom and improve their work enthusiasm.

(8) Visit, inspection, further study and internship training abroad.

The competition in the hotel industry is becoming more and more fierce. Going out of the hotel and training for the society is a way to broaden the horizons and ideas of trained employees, so as to meet the challenge of competition. According to the hotel's operating and economic conditions, in the off-season of tourists, organize employees at all levels to travel to other hotels in the city, inter-provincial cities or abroad. Select key staff to participate in training courses organized by tourism colleges or directly affiliated bureaus, companies and groups, and participate in regular study and further study. Arrange employees to receive regular practical training in famous hotels in characteristic hotel or overseas. This kind of training has high cost, long validity period and relatively small implementation scope.

The personnel training department should adopt different training forms according to the different training needs, hotel operating conditions, training object levels, training time and place, training content and nature.