入职培训计划PARTI(长沙皇冠假日)

1、CROWNE PLAZYCITY CENTER CHANGSHA 长沙皇冠假日酒店Crowne Plaza City Center Changsha New Staff Orientation ManualPart I长沙皇冠假日酒店新员工入职培训手册第一部分CROWNE PLAZA"CITY CENTER CHANGSHA长沙皇気假且酒店Hotel Orientation Manual酒店入职培训手册Foreword to the Training Manager 培训经理前言The first weeks of a new staff members' employmen

2、t at your Hotel are the most critical in terms of setting the standards for the time they will work for you.新员工入职的第一个星期对于酒店来讲是决定员工工作标准的一个重要临界点。Correct and comprehe nsive orie ntati on of each and every new member of staff is one of our key resp on sibilities as training professi on als. The prese nt

3、ati on of a high quality programme will also present the Hotels' Human Resource Department in a positive light from the start.作为专业培训员，准确和综合的新员工培训计划是你的主要工作职责。高质量的培训 课程的演绎是展示酒店人力资源部形象的一个好的开始。The following manual is designed to provide you with a basis for your Hotels' orientation programme and

4、 to en sure we mai nta in the same high sta ndards for all orie ntati on programmes throughout the Compa ny.以下手册是专门用作酒店入职培训，同时也保证高标准的其他酒店入职培训项目。Using this manual使用本手册While the basis of each module is in cluded you will n eed to spe nd some time going through the manual and customis ing it to your ow

5、n Hotel. Disks are provided to en able you to do this.本手册包含各个基础部门，所以需要花费时间全部熟悉，并根据各个酒店不同情况使 用。The first section contains an overview along with a "to do" list which outlines what you will need to do to customise the modules before you run them.第一部分包含一份“需要做的”清单，需要在使用前根据情况因地制宜的使用。It may not

6、be appropriate to run some modules for your Hotel. Please omit these modules according to your Hotel ' s needs.如有不适应用的部分，可根据酒店需求忽略。Each area of this manual is importa nt and will require con sta nt check ing and updati ng to mai ntai n sta ndards.本手册各个部分都很重要，为保重标准，需要持续的更新检查。Utilizing Alternative

7、 Tutors 使用不同的培训员Utilizing alternative tutors/trainers to deliver different modules will help maintain interest in the Orientation Programme for the delegates, you and the other trainers. 使用不同的培训员来演绎不同的部分可以让课程更加有趣。Due to the nature of the Orientation Programme, it is often best to have the experts pr

8、esent the module relevant to their area. Orientation also provides a good opportunity for you to develop the training skills of other members of the team. 根据入职培训的特性，通常应邀请专业人事进行专业部门的讲解， 入职培训同样可以 给团队中其他成员演绎自己培训技能的机会For some modules, e.g. Grooming, Telephones you may wish to use an external consultant,

9、 providing they are aware of and sensitive to your Hotel culture this is a good way of increasing the variation of tutors used and easing your workload! 某些部分，如，仪容仪表、电话礼仪，你可邀请一些外部顾问，这样你的培训员就会 比较多样化，这样也可以适当减轻你的工作量。However there are a few requirements any potential tutor must meet: 一些有潜力的培训员也可以参与到入职培训中

10、来。?Firstly they must hold a current Group Training, Train the Trainer Certificate orequivalent qualification 首先必须为这些培训员举行相关的团队培训，培训培训员或其他相关培训。?They must be available on a regular basis to fit in with your Orientation Schedule他们的工作时间必须能够和入职培训相适应。?You must be confident that their training will be of t

11、he standard you require for thisprogramme 你必须对他们课程演绎的标准有信心。Suggested tutors for each module are listed in the module overview section of the modules. 在以下相关部分中一些可以邀请的培训员都有相应介绍。Setting your Agenda安排你的日程Employees will start on Orientation and it is completed within the first 30 days.Orien tati on will

12、take the form of both on-job and off-job training sessi ons.新员工的入职培训要求在入职的30天内完成。入职培训包含脱岗和在岗培训两部分MANUAL 1 手册 1Off-Job orientation for ALL new starters con sists of所有新入职员工的脱岗培训包含以下方面：* A three-day modular programme outl ined which must be completed with in the first four weeks of employme nt.在入职的第一个月

13、必须完成三天的新员工入职培训。* A debrief of -H6une Experie nee ' should take place with in four weeks of its completi on. 在第一个月的培训完成后，需要进行相关培训报告MANUAL 2 手册 2On-Job Orientation for ALL new starters con sists of对于所有的新员工，在岗培训包括：* Departme nt Orie ntati on to be completed on the first day of employme nt 加入部门的第一天必

14、须完成部门入职培训。 Initial Training plan to cover the first two weeks of employment入职的头两个星期必须准备和完成一份初始培训计划。 Management Orientation to be run for all Line Managers and above within the first week of employme nt.对于一线部门经理和以上级别人员需要在入职的第一个星期完成相关管理级入职培 训。Optional Modules should be run for specific employees as ap

15、propriate可选择的部分，可在需要的时候选用 New Starter Cross Exposure (opti on al)新员工交叉培训(备选)* Orie ntati on for Casual Workers should be run for all casual employees on the first day of employme nt.临时工在入职的第一天也需要参加入职培训* Dan gerous Kitche n Mach inery should be run for all employees who are in con tact with kitche n

16、machi nery. This module should be run prior to use of the mach in ery.厨房员工需要进行厨房危险机器安全操作培训。Orientation Programme Timings 入职培训时间安排MANUAL 2 手册 2Off-Job orientation for ALL new starters con sists of所有新入职员工的脱岗培训包含以下方面：* A three-day modular programme outl ined which must be completed with in the first fo

17、ur weeks of employme nt.在入职的第一个月必须完成三天的新员工入职培训。* A debrief of -H6une Experie nee ' should take place with in four weeks of its completi on.在第一个月的培训完成后，需要进行相关培训报告Orientation Programme Timings 入职培训时间安排Module NumberModule TitleDurationOff Job Orientation 脱岗培训1In troducti on - About this book 介绍30 m

18、i ns2Welcome by Ge neral Ma nage总经理欢迎20 mi ns3In troducti on to In terC ontinen tal Hotels Group " 洲际集团介绍f1 hour4Our Ow ning Compa ny (where appropriate) 业主公司介绍(如果需要的话)10 mi ns5In troducti on to Our Hotel 酒店介绍20 mi ns6You are our Customers -Terms and Conditions of Employme nt 服务我的客人30 mi ns7Tra

19、i ning Opport un ities 培训机会30 mi ns8Occupati onal Health & Safety 职业健康和安全180 mi ns9Fire Trai ning 防火培训60 mi ns10Security 安全培训20 mi ns11Hotel Tour and Product Kno wledge 参观酒店和产品知识90 mi ns12Marketi ng 市场20 mi ns13Priority Club 优悦会45 mi ns14Grooming and Hygie ne60 mins仪容仪表和卫生15Teleph one and Pagers

20、电话和传呼60 mi ns16In troducti on to Stan dards 标准介绍90 mi ns17Customer Service Program (ITCS) 顾客服务项目8 hours18Orien tati on Review 回顾复习60 mi ns19En vir onmen tal Issue (Opti on al) 环境保护(备选)20 mi ns20In-H ouse experie nee debrief (Opti on al) 店内经验回顾(备选)40 mi ns21Local City Orien tati on debrief (Opti on a

21、l) 当地城市介绍(备选)40 mi nsOn Job Orientation在岗培训22Departme nt Orien tation部门入职培训3 hours23In itial Trai ning Pla n初始培训计划2 weeks24Man ageme nt Orie ntati on管理级入职培训3 hoursOptional Modules 可选部分25New Starter Cross Exposure新 员工交叉培训various26Orie ntation for Casual Workers 临时工培训1 hour27Dan gerous Kitche n Machi

22、nery危险厨房机器的操作1 hourHandouts 手册Where appropriate han dout outl ines are in eluded. 需要准备一份完善的员工手册作为培训支持。A PowerPo int based workbook with con solidati on questi ons is provided for specific off job training modules in Manual Two.参照后附PPT演示文档。Handouts 手册Where appropriate han dout outl ines are in eluded

23、.需要准备一份完善的员工手册作为培训支持。If your Hotel does not have a Handbook you should discuss this with your Personnel colleagues and will n eed to develop one, or in the short term produce extra han douts. 如没有员工手册，需要有相关材料辅助。A PowerPo int based workbook with con solidati on questi ons is provided for specific off

24、job training modules in Manual Two.参照后附PPT演示文档。Review and Evaluation 回顾和评估As with all training the Orientation Programme will need reviewing to evaluate its effectiveness. Listed below are some suggested tools for you to utilise. Remember you will n eed to evaluate the effective ness in both short a

25、nd Ion ger terms.所有的入职培训项目都需要进行回顾和评估以检验培训的有效性。以下有一些方法可 供你选择，记住，你需要从短期和长期来检验培训的有效性。+ Quiz games at the end of each day to check lear ning每天进行小测验+ Post orie ntatio n questi onn aires give n to staff (see module 30)发给员工入职调查文娟+Mon itori ng labour tur no ver in first 3 mon ths of employme nt掌握头三个月的劳动力流失率

26、+Guest comme nts i.e. service received from new staff客人意见。如：新员工的服务Orientation Programme 入职培训项目Mission Statement企业使命宣言Develop employees who will be committed to InterContinental Hotels Group and its culture. 发展洲际酒店集团忠实的员工。This Programme is an integrated process carefully linking training, management

27、philosophy, tech ni cal systems and operati ng procedures. Employees will be provided with esse ntial core skills during their initial training period with the Company.这个培训项目是针对培训、管理哲学、技术系统和运作程序的一个综合过程。在初始 培训计划中需要提供给相关的、员工基本核心的技能。CROWNE PLAZA1CITY CENTER CHANGSHA长沙皇冠假日酒店ORIENTATION CHECKLISTS入职培训检查表

28、Employees should receive a schedule, which should in elude all modules that the delegate will atte nd. On completi on this schedule should be sig ned by the Trainer and the Trainee and can be used as a training record.员工需要有一份日程表，包括所有员工需要参加的项目，作为培训的结束，日程安排 需要有培训员和员工双方的签名确认，同时这个也可以用作培训记录。CONTENTS 内容Sa

29、mple Orie ntation Schedule入 职日程样本Off-Job Orie ntation Checklist脱岗入职培训检查表On-Job Orientation Checklist在岗入职培训检查表New Employee In troductio n Checklist（ Gen era）新员工入职培训检查表（综合）The Trai ning Man ager or Huma n Resources Man ager should keep a record of atte ndance for all delegates.培训经理和人力资源经理需要保存一份所有参与者的出

30、勤记Off-JOB ORIENTATION SCHEDULE入职培训日程样本Subject 项目Time时间Date日期Venue地点Supervisor/Trainer 主管/培训员Off-Job Orientation脱岗入职培训In troducti on - About this book介绍Welcome by the Gen eral Man ager 总经理欢迎In troducti ons to In terC on ti nen talHotels Group 洲际酒店集团介绍Our Owing Compa ny我们的业主公司In troducti on to our Hot

31、el我们酒店介绍You are our Customers - Terms andCon diti ons of Employme nt 你是我们的客人-雇佣条件Training Opportu nities培训机会Occupati onal Health and Safety 职业健康Fire Trai ning消防培训Security安全培训09.00 -18.00Trai ning Room 培训室Trai ning Officer培训主任Ge neral Ma nager/ HRD 总经理/人力资源总监Training Man ager培训经理Pers onnel Man ager人事

32、经理Trai ning Officer培训经理Pers onnel Man ager人事经理Trai ning Officer培训经理Pers onnel Man ager人事经理Security Man ager保安经理Hotel Tour and Product Kno wledge 参观酒店和产品知识Marketi ng市场Priority Club优悦会Grooming and Hygie ne仪容仪表和卫生Telepho ne and Pagers电话和传呼09.00 -18.00Trai ning RoomHead Con cierge首席礼宾司Sales Man ager/ Director of Sales 销售经理/销售总监Front Office Man ager前厅经理Trai ning Officer培训主任Switch Operator总机主管Customer Service Program - Be My Guest顾客服务-服务我的客人Make it Happen ”梦想成真Crow ne Plaza CORE Value and Missi on Stateme nt皇冠假日“核心价值观”和企业使 命宣言Orien tati on Review复习Training Man ager 培训经理T