Traditional Culture Encyclopedia - Hotel reservation - Indoor training program
Indoor 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
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