Traditional Culture Encyclopedia - Hotel reservation - Indoor training program

Indoor training program

Changsheng Hotel Training Program

Public courses (lobby, guest room, security, engineering, lobby bar)

A, etiquette, courtesy, etiquette

1, the concept of etiquette

2. Etiquette requirements

3. The use of polite expressions in the scene.

4. Telephone etiquette

5. Etiquette and customs of major countries in the world

Second, gfd.

1, the meaning of gfd

2. Hotel's requirements and specifications for gfd.

3. Smile service

Third, the hotel service consciousness

1, meaning of service quality and service consciousness

2. Standards for measuring hotel service quality

3, the specific performance of quality service

4. Handling and complaint analysis of customer complaints

5. Basic requirements for becoming a qualified hotel employee.

Fourthly, training and management of employees' mentality.

Overview of Front Office Training Content

I. Job responsibilities

Assistant Manager, Head Waiter and Receptionist

Second, the working procedure

1, VIP reception specifications and daily reception procedures, cashier procedures

A, supervisor, foreman, assistant manager of the lobby daily work procedures

A, the guest complaint handling

B. Handling of hotel property theft and guest property theft

C, commodity damage compensation processing

D, the handling of drunken guests

E. Handling of fighting events

F, medical first aid and death treatment of guests

G, power failure emergency treatment

H, fire, fire emergency treatment

B, room arrangement procedures, correctly understand the room status, label and skillfully operate the check-in and billing system.

C, individuals, agreement unit, team room opening procedures and matters needing attention

D, room change procedures and room charge transfer procedures

E, deferred departure processing procedures and room payment procedures.

F. Operating procedures and specifications for cash and luggage storage

G, umbrella rental procedures

2, query, agent

A. Introduction of main scenic spots and attractions in Ruili, catering, entertainment and shopping.

B. Work procedures for valet information, valet mail and booking

C. Procedures for handling consignments

3. Procedures and requirements for answering and transferring the switchboard telephone.

A. Skillfully operate switchboard software (transfer, forced insertion, historical number inquiry, call list, no outgoing, no incoming and other functions. )

B. Operating procedures of wake-up service (team, individual)

C. How to use the hotel phone

D. Procedures for accepting international calls

E. Telephone answering specifications and flow requirements

4. Hotel room reservation

A. Appointment procedures and precautions for teams and agreement units

B. Personal reservation

C. Provision and confirmation of scheduled time

D. Handling of overbooking

5. Daily operation procedures of the business center

A. Receiving, sending and charging of faxes

B. Typing, photocopying and graphic processing

C. Public telephone service

D. air tickets, coach tickets, train ticket reservations and travel agencies

Three. Service quality standards for each post and business skill.

1, cashier, reception service quality standards

2, business center service quality standards

3, switchboard service quality standards

4. Service quality standard of assistant manager in lobby

5, baggage service quality standards

Fourth, common sense of money and common sense of using POSS machine

1, paper money identification

2. Check common sense

3, POSS machine card use and matters needing attention

Verb (abbreviation of verb) The function, operation and use of hotel accounting management system.

Six, the front desk safety operation management specification

1, emergency handling code for room card loss

2. The guest forgot his room card and asked to open the door.

3, accounting, cash storage safety regulations

Training content outline of housekeeping department

I. Location of Housekeeping Department in the Hotel

Second, the housekeeping department responsibilities (supervisor, foreman, waiter)

Third, the understanding and marking of room state

Four, guest room cleaning procedures and quality standards

A. Preparations for cleaning the room

B. Operating procedures for cleaning guest rooms

C. Operating procedures for guest room arrangement and turndown.

D. Precautions for cleaning the living room

E. check the check-out requirements and precautions.

Verb (abbreviation of verb) VIP reception norms and service procedures

I. VIP classification and reception requirements

The working procedure of intransitive verb room center

Seven, guest room safety management norms

1, safety service specification

2, safety operation specification

3, guest room master key management specification

Eight, guest room quality inspection and acceptance criteria

Nine, room service efficiency standards

First, the cleaning efficiency of empty and dirty rooms and living rooms

B, the efficiency of commodity distribution

C, guest complaint handling efficiency

D, check-out efficiency

E. Handling efficiency of legacy projects

F. Utilization efficiency of extra beds in guest rooms

G, the efficiency of other things explained by the guests.

Ten, room laundry collection requirements and matters needing attention

XI。 Guest room comprehensive knowledge question and answer

Twelve, China bed-making requirements and specifications (China bed-making practice)

Thirteen. Cleaning and Maintenance Methods and Maintenance Periods of Wooden Furniture

Fourteen, guest room hardware cleaning and maintenance methods

Fifteen, carpet daily maintenance methods and requirements

16. Classification and cleaning methods of common pollution and stains in guest rooms

17. Use and precautions of common cleaning agents in guest rooms

Eighteen, the use and maintenance of room vacuum cleaner

Overview of public health training content

First, the responsibility of public health cleaners

Second, the lobby daily cleaning methods and quality requirements

Three, the public * * * toilet cleaning quality requirements

Four, the classification and use of public health cleaning staff

Five, the classification of stones and daily nursing methods

A. Innovation

B, daily crystallization care

Six, carpet classification and cleaning methods

A, wool carpet

B, chemical fiber carpet

C, blended carpet

Seven, glass cleaning method

Eight, furniture waxing maintenance methods

Nine, hardware, bronze, stainless steel cleaning and maintenance methods

Classification and cleaning methods of common stains in public health

Eleven, the safe use of public health machinery and equipment, matters needing attention and maintenance regulations.

Security Department Training Content Outline

I. Understanding of the Department

Second, the security responsibilities

Three, all kinds of emergencies and fire safety treatment

I. Loss of guest's belongings

B, fire treatment and evacuation of tourists

C, fraud, theft, robbery, murder and other violent incidents and preventive measures.

D. prevention and treatment of fighting and hooliganism

E. Emergency handling of explosions and suspicious items

F, prevention and treatment of drunken guests, mental patients, troublemakers

G. Handling of food poisoning incidents

H, sudden death accident treatment

I. Handling of natural disasters such as power failure and power failure

Fourth, establish a hotel safety inspection system.

I. Principles of Hotel Safety Management

B, hotel safety management inspection content

C, safety inspection system implementation measures

Five, hotel fire safety management measures

I. Organization and management of fire control work

Fire code

C, fire prevention

D, strengthen the fire safety management of key parts.

E, electrical equipment installation rules

F, building fire protection regulations

Six, parking lot safety management measures

First, vehicle access management and registration

B, vehicle parking location arrangement and matters needing attention

Seven, the management and use of hotel fire facilities.

First, the management and use of fire extinguishers

B, fire hydrant management and use

C, fire pool management regulations

D, fire water valve management regulations

E, fire lighting management regulations

F, fire alarm management regulations

G, the use of fire escape management regulations

H, familiar with the operation and use of fire sprinkler system and smoke detection system.

Eight, the establishment and implementation of the hotel fire plan

First, set up a voluntary fire brigade

B, the arrangement and coordination of various departments when the fire broke out.

Training content outline of engineering department

A little. . . . . . . . . .

Give the training materials to the engineering department to read and study for themselves.

Remarks: The above training contents are arranged as 2 classes per week for each department, and the training time is from 4: 00 pm to 5: 30 pm until the end of the training. After the training, we will take the exam, but make-up exam 1 time, and those who fail to make-up exam will be dismissed. And in the future, each department will arrange a study once a week, focusing on the implementation of the work, in order to achieve the improvement of business skills and comprehensive quality.

Planning: Li Xingwei

2008- 10-07