酒店筹备训练方针PRE-OPENING_TRAINING_ROAD_MAP-DRAFT

1、CONFIDENTIAL 0 Pre-Opening Training Road Map Training Manager On-board Training Administration Training budget approval, FF&E and On-boarding kit Delivery Pre-opening Training Plan - 6 months - 5 months - 4 months 2 months Prior Day 0 Opening Date Review the Implementation of Pre-opening Training Pl

2、an Pre-opening Training Activity Commencement Training System Training System and Trainers Club Establishment Coordination of System training, Vendor Training and Government Training 1 months Prior Coordination of Trial Run September 2007 CONFIDENTIAL 1 Details of Each Stage Description n Induction

3、Program for TM includes: Roles & Responsibility World of IHG Winning Ways & IHG Commitment Brand Induction and Brand Service Program Overview Opening Kit I-connect Learning Resource Centre I-connect Training Leader Resource Centre On-boarding Programs Recruitment of TM Training Critical Path Trainin

4、g FF&E and Budget Training Department Establishment On-boarding Kit n Get familiar with the sheet and keep on track n Update on bi-weekly basis n Work out Training FF&E list and Training Budget, communicate with GM & FC and get approval n Set up training office, select training team members and get

5、them trained with IHG knowledge n Design and work out the pattern & content of On-boarding kit and communicate with GM/DHs Training Manager on-board Training Administration CONFIDENTIAL 2 Details of Each Stage Mass Orientation / Hotel Orientation Training Plan for EXCOM / DHs (B2-B5) Training Plan f

6、or Rank & File (B8-B10) Specialized Program n Work out mass orientation/orientation agenda, communicate with DHs and obtain GMs approval n Select the orientation venue and work out the venue decoration plan * Refer to Mass Orientation/Hotel Orientation Program List n Training Program Overview n Bran

7、d Training n IHG Knowledge and Culture n Management Program n Management Team Building * Refer to EXCOM/DHs Program List n Training Program Overview n Brand Training n IHG Knowledge and Culture n Accelerated Leadership Development Program * Refer to Supervisors Program List n Program for FO / HSKP n

8、 Program for F&B n Program for Sales n Program for Admin * Refer to Specialized Program List Training Plan for Supervisors (B6-B7) n Training Program Overview n Brand Training n IHG Knowledge and Culture n Generic Training Program * Refer to Rank & File Program List Resources Available in Corporate

9、Office n Training Pack n Video Disk n Poster & Banner Design n Who To Contact * Refer to Resources Available List Pre-opening Training Plan CONFIDENTIAL 3 Details of Each Stage Mass Orientation / Hotel Orientation Program List Objective: to help all employees settle into the new working environment

10、quickly and smoothly, by presenting information about the management company, hotel, owner and industry ProgramDurationTrainerResources Available Welcome Keynotes from GM and the Team1 hourGM/EXCOMSample to be available soon Connecting You To IHG2 hoursTraining TeamShanghai Office Our Winning Ways2

11、hoursTraining TeamI-connect HomePage Room To Be Yourself - IHG Commitment1 hourHR ManagerMerlin Our People What We Have In The Hotel Introduction to hotel1.5 hoursTraining TeamN/A Introduction to Owning Company1 hourTraining TeamN/A How To Evaluate Our Work Guest Satisfaction Tracking System 3 hours

12、FOMI-connect / The Way We Work New Look - Grooming & Hygiene1.5 hourTraining TeamSample to be available soon The Way We Behave - Basic Manner1.5 hourTraining TeamSample to be available soon The Guide to Success - Employee Handbook1.5 hourHR ManagerSample to be available soon How We Take Care Of You

13、- Compensation & Benefit1 hourHR ManagerSample to be available soon How To Shape Your Workplace - Employee Survey1 hoursHR ManagerI-connect / The Way We Work How We Reward You - Recognition Program 2 hoursHR ManagerI-connect / Brand Performance How Our Brand Works Brand Service Program3 hoursTrainin

14、g TeamI-connect / Our People How You Answer the Phone - Telephone Courtesy1.5 hoursChief Operator Sample to be available soon CONFIDENTIAL 4 Details of Each Stage ProgramPriority(1-3)ObjectiveResources Available Pre-opening Training Program Overview1 To brief them on pre-opening programs list, objec

15、tive, duration and target audience. N/A Brand Service Training1 To familiarize them with the specific brand history, attributes, identity, positioning and philosophy. I-connect / Our People Winning Ways and IHG Commitment1 To familiarize them with the IHG Company Culture.I-connect PCR, Partners Card

16、 and IHG Disclosure Policy 2 To familiarize them with PCR enrollment process, owner card benefit and disclosure policy. Shanghai Office Competency Based Interviewing1 To develop practical competency interviewing skills to select employees according to certain criteria. To brief participants on the i

17、nterviewing process and IHG competency guide. I-connect / Our People Trainer Development Program Overview2 To introduce IHG MTD, CTC and GTC program and Trainer accreditation process to them. I-connect / Our People Managing Training & Development2 Be able to analyze training & development needs, bui

18、ld and communicate training & development plan and make evaluation for both a group and an individual. I-connect / Our People Group Training Certificate2 Become certified GTC trainer and be able to conduct group training according to IHG standard. I-connect / Our People Employee Recognition Program2

19、 To brief them on personnel admin aspects, local labor law, normal practices, disciplinary procedure and employee recognition program within the hotel. N/A On Boarding2 To gain knowledge and process of on boarding process. To assist On Boarding Advisors to establish a supportive environment for new

20、team members. I-connect / Our People EXCOM / DHs (B2-B5) Program List To be continued CONFIDENTIAL 5 Details of Each Stage ProgramPriority(1-3)ObjectiveResources Available Risk Management2 To make them understand the potential risks within the hotel and be able to manage the situation and prevent it

21、 from developing into crisis Shanghai Office Performance Management2 To brief them on IHG Performance Management criteria and professional process. I-connect / Our People Succession Planning3 To provide the guideline and process to them to build a talent pool for the future and create a career path

22、for potential employees. I-connect / Our People Quality and Continuous Improvement Program Overview 3 To gain knowledge and process of GSTS, ES, QES and TQM. To get to know how to use I-series toolkit to improve hotel service quality. I-connect / The Way We Work Management Team Building2 To create t

23、eam spirit and enhance cooperation among management team members. N/A EXCOM / DHs (B2-B5) Program List By*: how many months before opening Continued CONFIDENTIAL 6 Details of Each Stage Supervisors (B6-B7) Program List ProgramPriority(1-3)ObjectiveResources Available Pre-opening Training Program Ove

24、rview1 To brief them on pre-opening programs list, objective, duration and target audience. N/A Brand Service Training1 To familiarize them with the specific brand history, attributes, identity, positioning and philosophy. I-connect / Our People Winning Ways and IHG Commitment1 To familiarize them w

25、ith the IHG Company Culture. I-connect & Merlin PCR, Partners Card and IHG Disclosure Policy 2 To familiarize them with PCR enrollment process, owner card benefit and disclosure policy Shanghai Office On Boarding2 To gain knowledge and process of on boarding process. Be able to play an On Boarding A

26、dvisors role to establish a supportive environment for new team members. I-connect / Our People Managing Training & Development2 Be able to analyze training & development needs, build and communicate training & development plan and make evaluation for both a group and an individual. I-connect / Our

27、People Craft Training Certificate2 Become certified CTC trainer and be able to conduct craft training according to IHG standard. I-connect / Our People Group Training Certificate2 Become certified GTC trainer and be able to conduct group training according to IHG standard. I-connect / Our People Acc

28、elerated Leadership Development Program 1 To understand the role a supervisor should play and be able to demonstrate different leadership skills in working places. Shanghai Office Quality and Continuous Improvement Program Overview 3 To gain knowledge and process of GSTS, ES, QES and TQM. To get to

29、know how to use I-series toolkit to improve hotel service quality. I-connect / The Way We Work CONFIDENTIAL 7 Details of Each Stage Rank & File (B8-B10) Program List ProgramPriority(1-3)ObjectiveResources Available Brand Service Training1 To familiarize them with the specific brand history, attribut

30、es, identity, positioning and philosophy. I-connect / Our People Winning Ways and IHG Commitment1 To familiarize them with the IHG Company Culture. I-connect & Merlin PCR, Partners Card and IHG Disclosure Policy 2 To familiarize them with PCR enrollment process, owner card benefit and disclosure pol

31、icy. Shanghai Office Be My Guest1 To provide all guest contact employees with an understanding of the basic service skills during each guest encounter. I-connect / Our People My Guest My Customer2 To help them to use the basic customer service skills to satisfy guests needs. I-connect / Our People D

32、epartmental Orientation1 To familiarize them with their department.Sample to be available soon Inter-department Product Knowledge2 To familiarize them with the hotels facilities and services to ensure they are able to respond to guest requests and make upselling when appropriate. N/A To be continued

33、 CONFIDENTIAL 8 Details of Each Stage Rank & File (B8-B10) Program List ProgramPriority(1-3)ObjectiveResources Available Fire Life Safety1 To familiarize them with hotel fire prevention / fire evacuation procedure. Sample to be available soon Make up Training1 To guide female employees to apply make

34、-up properlyN/A Environmental Friendly2 To promote and encourage energy conservative activities in every possible opportunity. N/A On Boarding2 To gain knowledge and process of on boarding process. Be able to play an OBAs role to establish a supportive environment for new team members. I-connect / O

35、ur People Continued CONFIDENTIAL 9 Details of Each Stage Specialized Program List ProgramTarget Audience ObjectiveResources Available Strategic Selling 1S&MTo gain knowledge of the sales platform concept and the strategic sales process and how it supports our strategic sales strategy. Shanghai Offic

36、e UFO Upselling Front OfficeFOTo introduce to FD employees the sales technique to create incremental revenue and be more motivated and creative with regard to upselling. I-connect / Our People SWEET Selling With Extra Effort Together F&BTo enable all F&B employees to identify sales opportunities and

37、 make suggestive selling. I-connect / Our People RESPRO Reservations ProgramFO, RSVNTo ensure the RSVN agents, receptionist, catering sales to master the reservation selling skills to better sell the products and service. I-connect / Our People IQAllTo provide all guest contact employees with an ove

38、rview of how to improve guest satisfaction and GSTS results for the 4 key drivers relating to staff interactions. Shanghai Office I CleanHSKPTo provide a revolutionizing HSKP process to improve GSTS scores in the area of guest room cleanliness. Shanghai Office I ArriveFOTo provide a integral, effect

39、ive and optimum method to renovate all processes impacting check-in. Shanghai Office I OpenerF&BTo provide all F&B employees with an overview of how to improve the F&B service and production quality as well as to improve the GSTS scores in the area of breakfast. Shanghai Office I FixEngineering To p

40、rovide analysis, actions plan and ongoint audit tools to ensure the short term addressing of room maintenance and hardware conditions. Shanghai Office Secretary SkillsAdmin.To introduce the routine secretarial work, professional working behavior and office working procedure. Sample to be available s

41、oon First AidSelected To gain knowledge of first aid, including CPR (cardiopulmonary resuscitation). N/A Foreign Language TrainingFront LineTo improve the employee English communication skills for better guest service. N/A CONFIDENTIAL 10 Details of Each Stage Resources Available in Corporate Office

42、 ProgramResources AvailableWho To Contact Brand Training InterContinental Experience You Bring It To Life Cascade Slides, Engagement Game Box, Leaders Workbook, Managers Workbook, Employee Workbook Service Promise Posters, Employee Service Posters, Guest Service Posters, Commitment Board, Wallet Car

43、ds ercontinental- employeeengagement.co.uk User Name: intercontinental Password: employee Winning Ways Winning Ways Posters & Table CardAnita Qian, Administrative Assistant, Human Resources 021- 2893 3311 IHG Commitment Cascade Slides, Banner DesignAnita Qian Be My Guest Video DiskAnita Qian

44、Strategic Selling 1 Corporate Trainer to be invited for delivery Sam Gao, Sales Training Manager 021 -2893 3335 Priority Club Reward Training Pack Sample Enrollment Form & Sample Card Jessie Chen / Jerry Yang Revenue System Trainer Hotel Openings 021-2893 3305 / 2893 3322 Quality & Continuous Improv

45、ement I-series Toolkit Disc for IQ, I Clean, I Arrive, I Opener and I FixAellen Lu, Manager, Quality & Continuous Improvement 021 2893 3299 Risk Management Risk Management Training Pack Christopher Chen Manager, Loss Prevention 021 2893 3234 CBI, MTD, CTC & GTC Corporate Trainer to be invited for de

46、livery Check Corporate Annual T&D Calendar for registration Nikki Yang, Training Manager Hotel Openings 021 2893 3371 CONFIDENTIAL 11 Details of Each Stage Pre-opening Generic Training Plan Pre-opening Departmental Training Plan Training Policy & Procedure and Training Forms n Communicate with DHs,

47、work out generic training plan and obtain GMs approval n Issue generic training plan to all departments for implementation n Issue Pre-opening Training Plan template and requirement n Collect Training Plan, Task List, SOP and Flowcharts n Consolidate Training Plan and submit to GM for review n Monit

48、or and coordinate the implementation of Departmental Training n Select departmental trainer according to certain criteria n Establish Trainers Club, issue Job Description and explain trainers responsibility n Conduct trainers skills workshop, like MTD, CTC and GTC, etc n Set up Training Review Syste

49、m and evaluate trainers performance on regular basis Trainers Club n Communicate with DHs, implement inter-department cross training inside the hotel n Identify training needs, send potential employees to sister hotels for cross exposure n Send group of employees to sister hotels for pre-opening on-

50、job training Cross Training n Adapt Training P&Ps, communicate with GM n Tailor Make Training Forms n Distribute and explain Training P&Ps and Forms to all DHs and Trainers n Implement P&Ps and start using forms in daily training activities Training System CONFIDENTIAL 12 Details of Each Stage PMS T

51、raining Opera PABX Training POS Infrasys Training n Liaise with FC, IT Manager and FOM n Provide venue and necessary facilities n Make coordination and record accordingly n Liaise with DOE, IT Manager and FOM n Provide necessary facilities n Make coordination and record accordingly n Liaise with DOS

52、M, IT Manager and FOM n Contact Regional Revenue Trainer for preparation n Provide venue and necessary facilities n Make coordination and record accordingly Holidex Training n Liaise with FC, IT Manager and DOHR n Provide venue and necessary facilities n Make coordination and record accordingly HR S

53、ystem Training n Liaise with FC, IT Manager, FOM and DOFB n Provide venue and necessary facilities n Make coordination and record accordingly n Liaise with FC and IT Manager n Provide venue and necessary facilities n Make coordination and record accordingly Accounting System Training Coordination of

54、 System Training CONFIDENTIAL 13 Details of Each Stage Description n Liaise with FOM and local PSB for Front Desk Registration Regulation Training n Liaise with Security Manager and local PSB for Fire and Safety certification Training HACCP / Hygiene PSB Training Lodging System Training Steward Chemical Training HSKP/ Laundry Chemical Training Wine / Cigar Knowledge n Liaise with FOM, HSKPer and DOE for Lodging system operation process Training n Liaise with Exe. Che