雅高集团人资部培训指导手册

1、Training KitPolicies & ProceduresAccor China Human Resources2004Table of ContentAnnual Training Plan01General Overview 01.01SOP for Annual training Plan01.02Guideline to Annual Training Plan Preparation01.02AAnnual Training Plan Outline01.02BAnnual Training Plan and Follow up Report Format 01.02CDep

2、artmental Training Needs Grid and SampleIn House Training02Policy & Procedures02.01Generic Training 02.01AFlowchart of Generic Training02.01BEnrolment Form02.01CSample of the Monthly Training Calendar02.01DSample of the Welcome Letter02.01EAttendance Form02.02 Departmental Training02.02AFlowchart of

3、 Departmental Training02.02BNew Hire Check List 02.02CDepartmental Training Plan & Report Form02.02DTraining Needs Analysis Form & Sample02.03 Departmental Trainer02.04Buddy System02.04AFlowchart of Buddy System 02.04BBuddy Check List02.05 Cross Department Training02.05AFlowchart of Cross Department

4、 Training 02.05BApplication Form of Cross Department Training02.05CEvaluation Form of Cross Department training02.06 External Companies02.07Trainee Program02.07.01Management Trainee02.07.01AFlowchart of Management Trainee Program02.07.01BRequest Form for Management Trainee Program02.07.01CManagement

5、 Trainee Agreement Sample02.07.02Student Trainee02.07.02AFlowchart of Student Trainee Program02.08Training Administration02.08.01 Training Equipment & Facilities02.08.02Training Record & Training History02.08.03Training Library02.09Training Activities 02.09.01 Innovaccor02.09.01AFlowchart of Innovac

6、cor02.09.01BPresentation Slides of InnovaccorAccor Corner /E-Learning02.09.02ASample of Accor Corner02.09.03Accor Asia Certified Trainers Meeting02.09.03AFlowchart of Accor Asia Certified Trainers Meeting 02.09.04Accor China H.R. Meeting02.09.04AFlowchart of Accor China H.R. Meeting02.09.05Trainers

7、ClubIII. External Training03 External Training Overview03AFlowchart of External Training03BApplication Form Format03CTraining Contract Format03.01Cross Exposure Training03.01AFlowchart of External Training03.01BApplication Form03.01CReport Form of Cross Exposure Training03.02Occupational Certificati

8、onHotel Sponsored EducationIV. Corporate Training 04Policy and Procedures04AFlowchart of Corporate Training04BTraining Course Mission Statement04CQuestionnaire for Course04DTraining Contract04ECourse Evaluation Form04.01Trainer CertificationV. Pre-opening GuidelinePre-Opening Training Checklist05APr

9、e-Opening Master Training Plan Format 1 05BPre-Opening Master Training Plan Format 205CAttendance Form for Pre-Opening TrainingPre-opening Corporate Programs Package VI. Appendix-Resources06.01Library List of Accor China Hotels06.02Useful Websites06.03Accor China H.R. & Training NetworkTRAININGPrinc

10、iples: Everyone can access the career ladder through the development of qualification-based trainingTo provide a training course per employee per year through training in the workplaceA range of courses suitable for all jobs and activities General Overview Accor training policy is an ongoing pledge

11、for our employees progress and promotionTraining ActivitiesCorporate Training(Acadmie Accor world-wide standards)- Welcoming the Guest. Front line staff- Keys to Communication . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- Train the Trainer . HOD, Asst. HOD . Managers, Asst. Managers . S

12、upervisors- A Manager . HOD, Asst. HOD- Others as per catalogueNote: These training courses will be conducted only by the Certified Trainers or by the Training Manager China / Asia.External TrainingCross Exposure TrainingApplicable for all levels and areasNewly hired and/or promoted management staff

13、Newly opened hotelSame brandExpertise (i.e. kitchen)Occupational CertificationGovernment requested Certification training for certain positionsIndividual hotel sponsored programs- Corporate Training meetingsAsia Certified Trainers meetingChina HR meetingOthersIn-House TrainingGeneric Training01. Ori

14、entation and induction02. Grooming standards03. Courtesy standards04. Telephone etiquette05. Safety & security at work06. Foreign language skills07. Communication skills 08. Secretarial skills09. First aid10. Hygiene & sanitation 11. OthersDepartmental TrainingFor all technical skills,conducted by t

15、he departmentCross Department TrainingTraining Budget: 3 % Of Payroll Per Year * Trainees salary not to be included in training budgetI. Annual Training Plan & BudgetI. Annual Training Plan01General OverviewProcedure purpose: To lay down guidelines for hotel training manager to make and/or supervise

16、 the hotel annual training activities planning based on proper performance analysis, keeping in mind the hotel goal, operation needs, as well as staff competencies and career development; and to budget for that.PlanningAccor Human Resources Policy is “One training per employee per year. Annual Train

17、ing Plan should cover staff of all levels, be incorporated with the Business Plan and take into consideration the staffs competencies and career development. The Hotel H.R.D. and/or Training Manager need to work together with all HODs and the Hotel GM to define and agree on the hotel mission, traini

18、ng mission, training needs and priorities for the coming year before working on the Annual Training Plan.Annual Training Plan should consist of the following parts:General overviewHotel mission statementTraining mission statementHotel generic training plan & budget Departmental training plan & budge

19、t Cross Exposure, external companies programs, compulsory government training plan and budgetCorporate training plan and budgetTraining meetings, activities & library plan and budget Summary of annual training plan & budget Existing hotel training library list*There is also a Training Plan Quarterly

20、 Follow-up Report format attached with the Annual Training Plan format.The HOD is responsible for his/her own Departmental Training Plan and to ensure that programs planned reflect the real training needs and operation situation in the respective area. To do so, s/he needs to use the Training Needs

21、Grid (see TR01.02C) and the Annual Training Plan-Departmental Training part (see TR01.02B). When combining with the hotel annual training plan, the needs grid is not needed. But the productivity ratio should be calculated based on the grid and put into the annual department training plan.Meanwhile,

22、the Hotel Training Manager/HRD is responsible for generic training, cross exposure and external training, corporate training, training library, meetings and other activities related to training.BudgetingHOD is responsible to budget for each departmental training topic whilstThe Hotel H.R. Director/T

23、raining Manager is responsible to discuss with all HODs and consult with the Hotel Financial Controller for budgeting all others in the plan, and then propose the Annual Training Plan to the Hotel GM and the owner for final approval.Training budget: 3 % of payroll per year.Follow upHotel Training Ma

24、nager is responsible to send a soft copy of the Annual Training Plan with approval of the Hotel GM to Accor China H.R. office not later than end of November of the previous year.Hotel Training Manager is supposed to commence on-spot check and fill out the follow-up report and send it to Accor China

25、H.R. Office on a quarterly basis. It is also recommended to send the report to the Hotel GM and share with all HODs. For Annual Training Plan and Budgeting, the following forms and tools are to be used:TR01.02AAnnual Training Plan Outline TR01.02BAnnual Training Plan and Follow-up Report Format (inc

26、luding Existing Hotel Training Library List)TR01.02CDepartmental Training Needs Grid & Sample Annual Training Plan ProcessWhat ?How ?Who ?Define Hotel Mission & Training MissionConsult with Hotel GM & all HODs, draw the Hotel Mission and Training Mission for approval of the Hotel GMHRD, Training Man

27、ager, HODs, GMDefine hotel generic Training Needs, plan and budgetConsult with all HODs and Hotel GM, use TR01.02BHRD, Training Manager, GMDefine Departmental Training Needs, plan & budgetUse Training Needs Grids and analyze training needs (see TR01.02C), fill out TR01.02B-department training (with

28、productivity ratio indicated) and send to Training ManagerAll HODsDefine cross exposure training needs, external training needs, including compulsory government training, plan & budgetConsult with HODs, Hotel GM and use TR01.02B Training ManagerDefine Corporate Training Needs, plan and budgetConsult

29、 with HODs, Hotel GM and use TR01.02BTraining ManagerTraining library, meetings & other activities related to trainingConsult with HODs, Hotel GM and use TR01.02B Training Manager, GMSummary of Annual Training PlanUse TR01.02B and calculate all figuresTraining ManagerDo the hotel Annual Training Pla

30、n BookletFinish the Existing Hotel Training Library part and combine the whole finished Annual Training Plan Training ManagerSend and distribute Annual Training PlanSend soft copies to Accor China H.R. office at the end of previous November, distribute hard copies to all HODsTraining Manager, HRDAnn

31、ual Training Plan follow-upConduct spot check & send Training Plan Quarterly Follow-up Report to Hotel GM Accor China HR Office on a quarterly basisTraining ManagerI. Annual Training Plan 01.01 Annual Training Plan ProcessI. Annual Training Plan Guideline to Annual Training Plan Preparation Procedur

32、e purpose: To give out guideline to ensure that annual training plan in all China hotels are done in the same standardized format.1. Review Training Needs with Division Heads / Department HeadsResponsibility: All HODs/Assistant HODs/Section Heads/SupervisorsDefinition: A Training Need is a specific

33、area of an individuals or hotels performance where there is a requirement to improve; i.e. a need to train.Objectives: To ensure that hotel Training Department is actively seeking and analysing Training Needs in a constant and consistent manner.Procedure: Training Needs Analysis should take place on

34、 a continuous basis. It is important that identified needs are addressed in the Annual Training Plan.Training Needs can be identified by using the following sources of information:observationguests comments / questionnairesmanagement interviewsrecords (accidents)introduction of new technologydepartm

35、ent “must have listmeeting with employeesjob descriptionslabour turnoverdepartment goals2. Do Training Needs Grids Training must be targeted to respond to the greatest need. The needs analysis establishes the target groups to be trained and identifies what training they should receive.Human Resource

36、s Manager / Training Manager explains all HODs how to survey the training needs and how to do the Training Grids.All Heads of Department must do the Departmental Training Needs Grids for all staff in order to know: (TR01.02C: the format & sample of Training Needs Grids) What is a departmental traini

37、ng problem and what is notWho needs the trainingWho should conduct itHow much training is neededOver what period of timeProductivity ratio of the department before trainingHODs must give a copy of all Training Needs Grid to H.R. DepartmentHuman Resources Manager/Training Manager also needs to do the

38、 Training Needs Grids for all departments on the following objectives:Management training & development objectiveTraining business plan objectives which are:Room revenue objectiveF&B revenue objectiveQuality service objectiveCost reduction objectiveSafety & security objectiveForeign language objecti

39、veInformation technology objectiveGeneral objective (based on the needs of each country)3. Set Training Plan All Heads of Department have to do (in the Training Plan format):Set the training subjects, which are related to the priority of training need, based on the Training Needs GridThen select the

40、 trainerDefine the number of trainee Human Resources Manager / Training Manager consolidates the training plans.Human Resources Manager presents the Training Plan to the General Manager for approval.Do Annual Training Plan Booklet (TR01.02A and TR01.02B)Required outline of Annual Training Plan is as

41、 below, and consists of TR01.02A and TR01.02B documents:General overviewHotel mission statement Year 2005 training mission statement (to be updated annually according to hotel business objectives)Hotel generic training Department training Cross exposure, external training, compulsory government trai

42、ningCorporate trainingTraining library, meetings and other training related activitiesSummary of annual training plan & budgetHotel existing training library listThere is no need to attach the Training Needs Grids, it is only for needs assessment use.It is recommended to organise a meeting to set up

43、 the yearly hotel mission, in order to clarify for all HODs what are the business objectives and therefore department objectives. The training mission will be linked to the hotel mission.After completing the Annual Training Plan, distribute hard copies to all HODs and GM, send a soft copy to Accor C

44、hina HR Office.2005Annual Training Plan OutlineSubjectPerson in charge1. General Overview Hotel Mission StatementHotel Training Mission StatementHotel Generic Training Department Training Cross Exposure, external companies programs, compulsory government trainingAcadmie Accor Corporate Training Trai

45、ning Library, meetings and training related activities Summary of Annual Training Plan Hotel existing training library listby General Managerby General Manager and the teamby H.R. Manager /Training Managerby H.R. Manager /Training Manager by HODby General Manager / H.R. Manager /Training Manager/ HO

46、D by GM/HOD/H.R. Manager /Training Manager by H.R. Manager/Training Manager/ General Managerby Training Managerby Training ManagerNote: please use TR01.02B format for subjects 4 to 10 and following pages for subjects 1 to 32005Annual Training Plan Hotel: General Overview (by General Manager)Hotel Mi

47、ssion Statement (by General Manager and Management Team)Hotel Training Mission Statement (by Human Resources and Training Manager)2005 Annual Training PlanHotel Name:Generic TrainingTraining CourseMonthTrainer (job title)Number of participantsHours / CourseTraining budget (RMB)RemarksOrientation and

48、 induction000.00Grooming standards000.00Courtesy standards I000.00Courtesy standards II000.00Telephone etiquette 000.00Safety & security at work000.00Foreign language-English000.00Foreign language-French000.00Foreign language-Japanese000.00Foreign language-Korean000.00Communication skills000.00First

49、 aid000.00Hygiene & sanitation000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingAdministration & Executive OfficeNumber of departmental trainers: Training CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (

50、RMB)Productivity ratio before training (based on needs grid)000.000%000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingEngineeringNumber of departmental trainers: Training CourseMonthTrainer

51、s job titleNumber of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingFinance & Accou

52、nting - ITNumber of departmental trainers: Training CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.

53、00000.00000.00000.00Subtotal000.00Departmental TrainingFinance & Accounting - CashiersNumber of departmental trainers: Training CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00

54、000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00*Training budget RMB=Training budget USD are the same (auto calculation in the cell at the rate of 1 USD=8.27 RMB)Training Plan Quarterly Follow Up Report 培训方案跟进报告Hotel酒店:Period: MM/YY年月:*Department/部门No.of Departmental Trainers 部门培训员人数Pl

55、anned number of topics 方案培训科目总数Number of topics trained 实际培训科目总数Trainers job title 培训员职务Training achievement % 培训达成%Effectiveness of training* 培训效果评估Admin.& Executive Office 行政办000#DIV/0!Engineering工程部000#DIV/0!Finance & Accounting财务部000#DIV/0! IT电脑房000#DIV/0! Cashiers 收银000#DIV/0! Purchasing 采购部000

56、#DIV/0! Receiving & Store 收货部及仓库000#DIV/0!F & B Service 餐饮效劳000#DIV/0! Restaurants 餐厅000#DIV/0! Banquet Service 宴会效劳000#DIV/0! KTV & Night Club 娱乐及夜总会000#DIV/0! Beverage 酒水部000#DIV/0!F & B Kitchens 餐饮厨房000#DIV/0! Kitchens 厨房000#DIV/0! Stewarding 管事部000#DIV/0!Front Office 前厅部000#DIV/0! Front Desk 前台0

57、00#DIV/0! Reservations 订房000#DIV/0! Concierge & Transportation 礼宾及车队000#DIV/0! B.C. & Telephone 商务中心及 房000#DIV/0! AM & GRO 大堂副理及客户关系000#DIV/0! Executive Floor 行政楼层000#DIV/0! Recreation Center 康乐部000#DIV/0!Housekeeping000#DIV/0! Floor 楼层000#DIV/0! P.A. 公共区域000#DIV/0! Laundry & Linen 洗衣房及布草房000#DIV/0!

58、Human Resources 人力资源部000#DIV/0! Personnel 人力资源000#DIV/0! Training 培训部000#DIV/0!Sales & Marketing 市场销售部000#DIV/0!Security 保安部000#DIV/0!Hotel Total Training Summary:000#DIV/0!Please leave blank wherever not applicable.如无相关部门请空置。* Please indicate the increasment % of the productivity(P) and/or sales (S

59、),or decreasment of guest complaints (GC)on a quarterly basis.请季度性写明生产率提高%及/或销售额度增加%,或客户投诉降低%。Training Needs Grid (Format)Department:_Position:_Names1234567TotalProductivityRatio (%)Tasks+-012345678910111213141516Total+-0Total Productivity RatioKnows how to and does+Doesnt know / does poorly-Knows h

60、ow to but doesnt perform0Productivity ratio=number of + “ for each task/ total number of staff Total productivity ratio=total “+ / (total number of staff X total number of tasks)List all your employees per position and list the tasks list requested to hold this positionAnalysis the performance of ea