星级酒店培训纲要(中英文对照)

星级酒店培训纲要(中英文对照)HumanResourceTrainingDepartment感谢阅读培训部StandardOperatingProcedure感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店STANDARDOPERATINGPROCEDURE谢谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAINING主题:培训Policy政策AllLiuhuInternationalHotelPropertiesemployees,regardlessofposition,wi谢谢阅读llreceivetrainingfortheirspecificjob.Thetrainingwillbesystematicallyp感谢阅读lannedandimplementedtoensurethatemployeesdeveloptheirpotentialinorder谢谢阅读toachieveandmaintainperformancestandard.所有由柳湖书院国际酒店管理的精品文档放心下载员工,应根据其职位接受有关专业知识的培训。培训应有系统的计划并贯彻它，感谢阅读以确保员工发展其潜能以达到工作标准。EachDivisionHeadisresponsibletoensurethatheplansforthetrainingofallst精品文档放心下载affinhisareaofresponsibilityandmustfollowuponissuesbelow.每位部门经理谢谢阅读应负责为其负责区域内的所有员工做培训计划并跟进以下事项。感谢阅读Procedure程序1.OnJob岗位培训PlanfortrainingofallstaffwhichmustconductedbySeniorManagementandrecor谢谢阅读dedontrainingChecklists.根据培训检查清单计划由高层管理人员对所有员工精品文档放心下载进行培训。2.TrainingDepartment培训部Toco-ordinatetrainingofallstaffwithTrainingManagerinordertoensurestaffhave谢谢阅读theabilitytodotheirjobtoahighstandard.与培训部经理协作培训员工以确保感谢阅读员工的工作能力达到高标准。3.Trainingshouldinvolve:培训内容包括：感谢阅读A.CustomerService礼貌服务B.ProductKnowledge产品知识C.TechnicalSkills技能技巧D.EnglishforallFrontLinestaff针对所有前线员工的英语课程感谢阅读4.ProvidetheTrainingManagerwithamonthlyscheduleoftrainingtobeconduct精品文档放心下载edbyyourDepartment,butalsowhatareasyourequiredthemtotrainyourstaffon.谢谢阅读Trainingistobeconsideredimportantinordertodevelopourstaffandmustbemea感谢阅读ningfulandresultsdriven.向培训部经理提交你部门的培训进度表，且你可以精品文档放心下载要求任何部门帮助培训你的员工。为了提高员工素质并获得有效结果，培训被感谢阅读认为是非常必要的。5.Schedulewillbepreparedtocoverthetrainingrequiretomeettheperformanc感谢阅读estandard.准备符合要求的培训进度表以达到工作标准。谢谢阅读6.Trainerswillberesponsibleforcarryingoutthetraining.Noemployeewillb感谢阅读eplacedinajobwithnotraining,norwillthetrainingbecarriedoutby“putting谢谢阅读thetraineewithanotheremployee”withnoorganizedstructurefortraining.培感谢阅读训者应负责完成培训。任何员工都不能未经培训就上岗，或是由组织架构所不感谢阅读允许的“员工培训培训生”来完成此项培训。7.Followuponprogressoftrainingconductedbypersonallyinspectingstaffpe谢谢阅读rformanceon.跟进培训进度并亲自检查员工工作情况。感谢阅读A.CustomerService礼貌服务B.RevenueManagement效益管理C.CostManagement成本控制D.ProductPresentationandsoon公司形象等等精品文档放心下载STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:GENERALORIENTATIONCHECKLIST精品文档放心下载主题:全面入职培训检查清单Policy政策AllstaffmustattendGeneralOrientation,thisincludesallManagementandstaf谢谢阅读f,noexceptions.Thiswillensurethatallstaffobtainclearguidelinesregardi精品文档放心下载ngtheManagementCompanyphilosophyandculture.所有员工必须参加全面入职培精品文档放心下载训，包括所有管理人员和员工，无一例外。这将确保所有员工对管理公司的宗谢谢阅读旨和文化有一个清楚的了解。Procedure程序1.GeneralOrientationisseparatedinto5sectionswithinOne&Halfdaytime.C精品文档放心下载hecklistasfollows:全面入职培训将分为五个部分在一天半的时间内进行。检查清单如下：感谢阅读FirstDay第一天1)MorningSection早晨部分(TobeConductedbyDeputyGeneralManager由常务副总经理进行)谢谢阅读Introduction公司背景介绍IntroductiontoCompanyProperty公司介绍精品文档放心下载Pre-OpeningPeriod筹开期MissionStatement任务使命NurturingandDevelopingPeople培养和扩大员工队伍感谢阅读ProductPresentation公司形象CustomerService礼貌服务RevenueManagement效益管理CostManagement成本控制MonitoringOurCompetitors密切注视我们的对手精品文档放心下载Training培训TakeresponsibilitiesoftheHotelProperty为酒店财产负责谢谢阅读Finally最后2)MorningSection早晨部分(TobeConductedbyTrainingManager由培训部经理进行)精品文档放心下载CorporationBackgroundIntroduction公司背景介绍精品文档放心下载IntroductiontoOwners业主介绍IntroductiontoCompanyProperty公司介绍谢谢阅读CompanyLocationPlan公司区域计划精品文档放心下载IntroductionofExecutiveTeam管理层介绍精品文档放心下载MissionStatement任务使命5CorporationKeyObjectives五项任务目标谢谢阅读MomentofTruth真理瞬间TotalCustomerServiceConcept全面服务概念精品文档放心下载PersonnelandTraining人事和培训精品文档放心下载ConceptofTraining培训概念QualitiesofcompanyStaff公司员工素质精品文档放心下载ASimpleSmile简单的微笑WhoisOurCustomer谁是我们的客人SalesandMarketing销售和市场OurCompany我们的公司StandardofGrooming&Hygiene仪容仪表和卫生标准谢谢阅读FocusonYou您就是焦点3)AfternoonSection下午部分(TobeConductedbyPersonnelManager由人事部经理进行)精品文档放心下载Insurance&PreventDamage保险和防止损失精品文档放心下载HealthandSafety健康和安全UtilizeChemicalArticlesSafely安全使用化学用品精品文档放心下载WorkingTime&Holidays工作时间和休息谢谢阅读EmployeeMethod雇用方式LaborContract,ProbationPeriod&Dismiss劳动合同，试用期和解雇谢谢阅读PunishmentMeasure惩罚措施Society&Party社交集会Agreement协议ShakeHands握手4)AfternoonSection下午部分(TobeConductedbySecurityManager由安全部经理进行)精品文档放心下载Security安全FireSafety防火安全FirePrevention预防火灾HowtoHandleanAccident如何处理紧急情况感谢阅读HowtoReportaFire如何报告火灾HowtoUsetheFireExtinguisher如何使用灭火器感谢阅读FireAlarm火警警报SecondDay第二天5)MorningSection早上部分(TobeConductedbyTrainingDepartment由培训部进行)精品文档放心下载CompanyTour公司旅游ReviewtheGeneralOrientation回顾全面入职培训谢谢阅读Test测试2．Remarks:StaffshouldbringalongwiththeirStaffHandbook,pads&pens.精品文档放心下载注意：员工应携带自己的员工手册、笔和本子。3.Allstaffwillberequiredtoacknowledgetheyhaveattendeachsessionbysigni谢谢阅读ngAttendanceRecord,ifforsomereasontheydidnotattend,theymustattendatth精品文档放心下载enextstage.所有员工必须参加每次的培训课程并签到，如果由于某种原因未能谢谢阅读参加，则必须参加下一次的培训。4.ItistheDivisionHeadsdirectresponsibilitytofollowuptoensureallthei感谢阅读rstaffattendtheOrientation.部门经理将直接负责跟进以确保他们的员工都参谢谢阅读加入职培训。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:DEPARTMENTALINDUCTION精品文档放心下载主题:部门入职培训Policy政策AftertheGeneralOrientation,theconcernedstaffmustbesendbacktotheDepart谢谢阅读mentforDepartmentalInduction,inordertoletthemknowclearlyabouttheirDep感谢阅读artment’sStructureandPolicy.感谢阅读在全面入职培训后,相关员工应被带回部门进行部门入职培训,以便他们能够清精品文档放心下载楚了解部门的架构和政策。Procedure程序1.DepartmentalOrientationCheckList部门培训检查清单精品文档放心下载（ThisisconductedbytheDepartment这将由部门进行）谢谢阅读1)IntroductiontoDepartmentManagers/Supervisors介绍部门经理/主管谢谢阅读2)ExplanationofJobDescriptionandChecklist工作描述及检查清单的说明精品文档放心下载3)ExplanationofRoster,WorkingHours解释排班表及工作时间谢谢阅读4)MealBreaksandRestPause进餐时间和工作休息谢谢阅读5)DepartmentPolicyandProcedures部门规章及程序精品文档放心下载6)OnJobTrainingStandard岗位培训标准精品文档放心下载7)StandardUniformRequirement制服要求标准精品文档放心下载8)StandardCourtesyRequirement礼貌要求标准感谢阅读9)TheTaskandImportantStationDepartment部门的工作及重要地位精品文档放心下载10)DepartmentOrganizationStructure部门组织结构谢谢阅读11)Grooming&Courtesy仪容仪表及礼貌礼节谢谢阅读12)ServiceStandardofDepartment部门服务标准感谢阅读13)CooperationwithotherDepartment同其他部门合作精品文档放心下载2.DepartmentalOrientationFollow-up跟进部门入职培训感谢阅读（ThisSectionisalsoconductedbyDepartment这部分也将由部门进行）感谢阅读1)DateofCompleted完成时间2)ConductedbySupervisororDepartmentHeadB由主管或B级经理跟办精品文档放心下载3.InductionReviewbyDepartmentHead由部门经理进行回顾检查谢谢阅读1)DateforCompleted完成时间2)ConductedBy主持人3)PointsRaised重点4)EvaluationcopiedtoPersonnel&TrainingDepartment感谢阅读评估后抄送人事部和培训部4.ThisInductionChecklistmustbekeptonfilebyDivisionHeadwithasystemto感谢阅读ensureitisnotonlyfilledinCorrectly,butalsocompletedwithinthe3monthpro精品文档放心下载bationperiod.这项培训检查清单必须由部门总监系统化的保存以确保填写正谢谢阅读确，并在三个月试用期内完成。5.AtcompletionthismustbepassedovertotheTrainingDepartmentforfilingw精品文档放心下载ithemployeesTrainingRecords.完成后送交培训部作为员工培训档案保存。感谢阅读6.ItistheDivisionHeaddirectresponsibilitytofollowuptoensurealltheir感谢阅读staffattendtheInduction.部门总监将直接负责跟进以确保他们的员工都参加感谢阅读此项培训。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:HOWTOCONDUCTEFFECTIVE谢谢阅读3MONTHPROBATIONASSESSMENT主题:如何进行三月试用期后的有效评估Policy政策Inordertoensureyouarefullypreparedtoevaluateyouremployeesperformance,精品文档放心下载youwillneedtohavefollowedthestepsbelow.为了确保你为员工工作评估做好充感谢阅读分准备，你必须跟进以下步骤。Procedure程序1.MaintainedaLogBookthatprovidesyouspecificissuesthatyouneedtodiscu感谢阅读sswithemployeebasedonpositiveperformancetoencouragestaff,butalsoareas谢谢阅读thatrequireimmediateimprovement.在记录本上记录有关你要同员工讨论的问精品文档放心下载题，如鼓励员工积极工作，提出需要改进的地方。2.Shouldyoudecidetoextendtheprobationperiodyouwillneedtodiscussthis精品文档放心下载withyoursupervisortoclarifythecorrectprocedures.如果你决定要延长员工谢谢阅读的试用期，应预先和你的主管讨论并遵循正确的程序。3.Shouldyoudecidetoterminatetheemployeeitiscriticaltomaintainadetai精品文档放心下载ledrecordofthereasonsinordertoensureitisdoneforspecificreasonswhichar感谢阅读eeasytorecall.AndthiswillneedtobediscussedwithSeniorManagementforprio精品文档放心下载rapprovalandGeneralManager.如果你决定终止员工合同，为于确保能随时回忆精品文档放心下载起此项特殊原因，保留其原由的细节资料是很必要的。这还应和高层管理层进精品文档放心下载行讨论并预先得到总经理的批准。4.WhenconductingtheassessmentyouwillneedtoobtaintheformfromPersonne感谢阅读lDepartmentwhichthenyouwillneedtoorganizeadayandtimewiththeemployeeto精品文档放心下载discuss.在进行评估时你应从人事部获取表格，然后安排时间同员工进行讨精品文档放心下载论。5.Oncecompletedyouwillthenneedtopassontotherelevantsectionforapprov感谢阅读al.完成后你应将表格送交相关部门批准。6.TheTrainingDepartmenthasatrainingsessiononhowtoconducttheabove,in谢谢阅读orderforManagementtoconductproperassessments.培训部将就管理层如何进行谢谢阅读合适的评估提供有关培训课程。STANDARDOPERATINGPROCEDURE精品文档放心下载标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:HOWTOCONDUCTEFFECTIVEAPPRAISAL精品文档放心下载主题:如何进行有效鉴定Policy政策Theappraisalisconductannuallyafterorjustpriorto12monthsemployment,but感谢阅读mustbedonenolaterthan14daysafter,12monthsservice.鉴定是员工工作每满感谢阅读12个月后或将满12个月进行的，但最迟进行时间不能超过满12个月后的两精品文档放心下载周。Procedure程序1.companyStandardAppraisalFormmustbeusedduringthereviewandcanbeobt谢谢阅读ainedfromPersonnel.公司标准鉴定表应分为：1)Rank&File(6B&Below)AppraisalForm.谢谢阅读6B或以下级别的员工鉴定表。2)SupervisorandAbove(6A&Above)AppraisalForm.感谢阅读主管以上（6A及以上）级别鉴定表。2.Basedonaoneononeenvironment,unlessotherwisenecessarybutdiscusswi精品文档放心下载thDivisionHead.选择一个不受干扰的独立环境，如有其他选择要先征得部门经精品文档放心下载理的批准。3.ExplainclearlytotheStaffallthepointswhichprintedontheAppraisalFo谢谢阅读rm.向员工清楚解释鉴定表上的各项内容。4.Requestthemtofillinwiththeirownthoughtsandcomments.精品文档放心下载要求他们按照自己的想法和情况填写。5.ReviewstaffcompletedAppraisalForm,gothroughallpointsanddiscussed感谢阅读his/herperformancetogetherwithoneself.回顾员工完成的个人鉴定，同他/她谢谢阅读讨论鉴定表上的各项内容及其工作情况。6.Giveyourstaffaclearguidelineandsuggestioninordertoupgradetheirab感谢阅读ilitiesandjobskill.给予员工清楚的指导方针和建议以提高他们的能力和工作感谢阅读技巧。7.Patientlyexplainandcorrecttheirnegativeideas.耐心解释和纠正他们感谢阅读的消极思想。8.OncecompletedtheOriginalFormmustbereturnedtoPersonnelDepartmentf感谢阅读orfiling.完成后将原件送回人事部存档。9.ItistheDivisionHeadsdirectresponsibilitytofollowuptoensureallthe谢谢阅读irstaffattendtheAppraisal.部门经理将直接负责跟进以确保所员工参加鉴精品文档放心下载定。10.TheTrainingDepartmenthasatrainingsessiononhowtoconducttheabove,i谢谢阅读norderforManagementtoconductproperappraisals.培训部将就管理层如何进行精品文档放心下载有效鉴定提供有关培训课程。STANDARDOPERATINGPROCEDURE精品文档放心下载标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAINTHETRAINER主题:培训培训者Policy政策InordertouniformtheCompanyStandard,allDepartmentshouldassignSeniorSta精品文档放心下载fftoactontheDepartmentHead’sbehalftotrainupJuniorStaff.Whoeverarebei精品文档放心下载ngassigntobetheTrainershouldattenda3Days-TraintheTrainerCourse.为了统感谢阅读一公司标准,所有部门应指派高级员工代表部门经理培训初级员工。任何被指定感谢阅读为培训者的人应参加为时三天的培训课程。Procedure程序1.TheassignedSeniorStaffshouldfillinanApplicationFormasreference.指精品文档放心下载定的高级员工应按要求填写申请表备查。2.3-dayTrainingwillbearrangedonscheduleasfollows:谢谢阅读三天的培训按进度表安排如下：1)Day1willbeConductedbyTrainingManager第一天由培训部经理进行培谢谢阅读训2)Day2willbeConductedandSupervisedbyDepartmentHeads第二天由部门感谢阅读经理进行培训3)Day3istheExaminationDate第三天进行检查测试精品文档放心下载3.Whiletrainingcompletedandpassedinallexaminations,he/shecanbeconsi精品文档放心下载deredasaDepartmentalTrainer.Examinationsareconsideredwithfollowingway谢谢阅读s:当完成培训并通过测试后，他/她将被认为是一个合格的部门培训者，测试应考精品文档放心下载虑以下几方面：1)Oral口试2)Written笔试3)Operation操作4.ChecklistforTraintheTrainers培训培训者检查清单感谢阅读1)Dayone-MorningSection第一天-早上部分精品文档放心下载(TobeConductedbyTrainingDepartment由培训部进行)感谢阅读Explainthetotalprocessoftraining解释总体培训进程谢谢阅读Wayofidentifytrainingneeds确定培训需要的方法精品文档放心下载StandardandProcedure,ResponsibilitytobeaTrainer感谢阅读作为培训者的标准、程序及责任TrainingNeedAnalysisForm培训需求分析表精品文档放心下载UseofTaskChecklist工作效果检查清单精品文档放心下载FormatofaTaskChecklist工作格式检查清单感谢阅读5Objectivesontraining培训的五项目标感谢阅读TrainingPlans培训计划CommunicationSkills沟通技巧CommunicationChannels沟通渠道感谢阅读CommunicationBarriers沟通障碍谢谢阅读Stepsforcommunicationprocessobjectives沟通目标进程中的步骤感谢阅读VoiceCommunication声音沟通LanguageCommunication语言沟通精品文档放心下载VisionCommunication视觉沟通GamestounderstandtheimportanceofCommunication谢谢阅读了解沟通重要性的游戏2)DayOne-AfternoonSection第一天-下午部分精品文档放心下载(TobeConductedbyTrainingDepartment由培训部进行)感谢阅读BesttimetoTrain培训的最佳时间BeSupervised&toSupervised被管理者和管理者谢谢阅读TrainingisnotonlyEducation培训并不仅仅是教育感谢阅读UnderstandingthePrincipleofLearning了解学习的方法谢谢阅读DoandDon’t应该做的和不应该做的TrainingDirection培训方向Trainer’sJobDescription培训者工作描述感谢阅读TeamBuilding团队建设DefinitionofTeamBuilding团队建设的定义精品文档放心下载CourseObjectives课程目标WhentodotheTeamBuilding何时进行团队建设感谢阅读Successthroughapositivementalattitude通过积极的态度获得成功感谢阅读WinnersvsLosers成功者和失败者BrainTeasers智力游戏Trainers’Regulations培训者制度感谢阅读ExplanationonTrainer’sEvaluation解释培训者的评估感谢阅读TeamBuilding–Games；团队建设游戏FillintheEvaluationForm填写评估表精品文档放心下载3)DayTwo-MorningSection第二天-早上部分谢谢阅读(TobeWelcomedbyDepartmentHead由部门经理致欢迎辞)感谢阅读(TobeConductedbyConcernedDepartmentalTrainers感谢阅读由相关部门培训者进行)4)DayTwo-AfternoonSection第二天-下午部分感谢阅读(ToBeConductedbyConcernedTrainers由相关培训者进行)精品文档放心下载5)DayThree-MorningSection第三天-早上部分精品文档放心下载(ExaminationbyTrainingDepartment由培训部进行测试)谢谢阅读6)DayThree-AfternoonSection第三天-下午部分谢谢阅读(ExaminationbyconcernedDepartment由相关部门进行测试)感谢阅读5.TrainershavetoattendthemonthlytrainingmeetingonWednesdayofthe3rdwe感谢阅读ekofeachmonthattheTrainingRoomby3:00pm.培训者必须于每月第三个星期的星感谢阅读期三下午三点在培训教室参加每月培训会议。1)Conclusionforlastmonth’straining.总结上月的培训。精品文档放心下载2)Trainersshouldsubmittheforthcomingmonth’strainingplan.培训者感谢阅读应提交下月培训计划。3)Discussthesubmittedtrainingplan,andadvisedbyTrainingManager.讨感谢阅读论所提交的计划并由培训部经理给出建议。4)MonthlyEvaluationontrainers’performance.每月评估培训者的工谢谢阅读作。6.TrainersalsorequestedtoattendtheendofyeartrainingmeetingonTuesday精品文档放心下载ofthe2ndweekinDecemberattheTrainingRoom.Memowillbesentforreference.培精品文档放心下载训者也应按要求于十二月的第二个星期二在培训教室参加年终培训会议。精品文档放心下载AllManagementandSupervisormustpasstheexaminationotherwisetheywillbere感谢阅读quiredtorepeatonemoretime,shouldtheynotpassagain,thiswillbeconsidered感谢阅读thattheemployeeisnotsuitableinhis/hercurrentpositionandtheiremploymen感谢阅读twillbereviewedbyDeputyGeneralManager.所有管理人员和主管必须提交此项感谢阅读检查表，否则将被要求再做一次，如果还没有交，我们会认为此员工是否适合感谢阅读他/她现在的职位或由常务副总经理审察其情况。ItistheDivisionHeadsdirectresponsibilitytofollowuptoensurealltheirsta精品文档放心下载ffattendthetraining.部门经理将直接负责跟进以确保所有相关员工参加此项精品文档放心下载培训。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:GROOMINGANDHYGIENE感谢阅读主题:仪容仪表和卫生Policy政策ThisisaCompanyPolicythatallStaffshouldbeadvisedtopaymuchattentiononth精品文档放心下载eirgroomingandhygiene,sinceitwillaffectourCompany’simage.这项公司方感谢阅读针提醒所有员工要非常注意他们的仪容仪表和卫生,因为这将影响公司的形象。精品文档放心下载Procedure程序1.Allstaffshouldattendthegroomingandhygienelessonwhichisconductedby谢谢阅读theTrainingDepartment,slidesfortheCompanyStandardUniformsandGroomingR精品文档放心下载equirementwillbeshownduringtheclass.所有员工应参加由培训部提供的仪容谢谢阅读仪表培训，在课堂上放映公司标准制服及仪容仪表要求。2.PrintoutoftheStandardRegulationwillbedistributedtostaffduringthel精品文档放心下载esson.打印出标准制度在课堂上分发给员工。3.SpotcheckwithchecklistwillbetakenbyTrainingTeamandDepartmentHeads.感谢阅读由培训部或部门经理根据检查清单进行抽查。4.DisciplinaryActionwillbetakenwheneveronestaffhasbeencaughtformore感谢阅读than3time.任何违反纪律超过三次的员工将受到惩罚。精品文档放心下载ItistheDivisionHeadsresponsibilitytoensurealltheirstaffareinproperuni精品文档放心下载formneat,tidywellgroomedandthattheuniformsarewellmaintainedandcleaned感谢阅读accordingtotheprocedure.部门总监的责任是确保他的所有员工穿着合适、整感谢阅读洁的制服并根据程序保持制服的干净、整洁。Note注:TheTrainingandPersonnelManagerwillspotcheckstaffgroomingandreportback感谢阅读toDeputyGeneralManager.培训部经理和人事部经理将定期检查员工的仪容仪谢谢阅读表和卫生并向常务副总经理报告。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:INVESTIGATETRAININGREQUIREMENTS精品文档放心下载主题:调查培训需求Policy政策Inordertoprovide&organizepropertrainingtoallCompanyManagement&Staffin精品文档放心下载ordertoachievethe6CompanyObjectivesandmeetingtheguestexpectations,the精品文档放心下载TrainingDepartmentneedstofullyunderstandtheTrainingRequirementsofstaf精品文档放心下载f.为了向公司管理层和员工提供和组织合适的培训以达到公司六项目标和满足精品文档放心下载客人的需求，培训部需要完全了解员工培训的需要。Procedure程序Throughthethreemethodsasbelow:通过以下三个方法来达到：感谢阅读1.Observation观察TheTrainingManagerwillpatrolaroundtheCompanyFrontLineAreastoreviewthe精品文档放心下载staffs’workingperformance,andwilladviseDivisionHeadandDeputyGeneralM谢谢阅读anagerofanydropinserviceandgeneralstandards.培训部经理应巡视公司前线精品文档放心下载回顾员工的工作表现，并就任何降低服务和总体水准的事情向部门经理和常务谢谢阅读副总经理提出建议。2.QuestionnaireFeedback调查问卷反馈感谢阅读A.ForGuest面向顾客B.ForStaff面向员工3.Meeting会议AccordingtoproblemshappeninginsomeDepartment.谢谢阅读根据各部门发生的不同问题。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:MAKEMONTHLYTRAININGPLAN谢谢阅读主题:制作每月培训计划Policy政策Attheendofeverymonth,eachDepartmentmustreviewthelastmonth’strainingr感谢阅读esult,andproducenextmonth’sTrainingPlanwithTrainingManagertocontinue谢谢阅读toimprovestaff’sperformance.月底，每个部门必须回顾上月的培训结果并协谢谢阅读同培训部经理制作下月的培训计划以便继续提高员工的工作效率。谢谢阅读Procedure程序1.ResearchtheCompanySituation.研究公司情况谢谢阅读2.ConfirmtheTrainingObjectives.确定培训目标谢谢阅读3.Putforwardatrainingprogramme.预测培训活动谢谢阅读4.ArrangeTrainingSchedule.安排培训进度表感谢阅读5.MakeTrainingBudget.确定培训预算精品文档放心下载6.GetApprovalfromDivisionHead.获得部门经理的同意感谢阅读7.CarryOut.执行8.ItistheDivisionHeadsdirectresponsibilitytofollowuptoensureallthei精品文档放心下载rstaffattendtrainingsessions.部门经理将直接负责跟进并确保所有员工参加精品文档放心下载培训课程。9.TrainingPlanmustnotinterferewithbusyperiodsintheCompanyandduringl精品文档放心下载ow/shouldersisthetimetoconducteffectiveandmeaningfultraining.培训计划感谢阅读不能干扰公司高峰期的正常运作，而应在低峰期进行有效和有意义的培训。精品文档放心下载STANDARDOPERATINGPROCEDURE谢谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:DEPARTMENTALTRAINER感谢阅读主题:部门培训者Policy政策ThisistheCompany’sPolicy&Procedureforalltheselectedtrainerstofollowt谢谢阅读heRules&Regulations,inordertoprovideuniformserviceguidelinestoalltheT感谢阅读rainingStaff.这项公司政策与程序是所有选出的培训者应遵循的规章制度，以精品文档放心下载便为所有参加培训的员工提供标准的服务方针。Procedure程序1.WhenastaffhasbeingcertifiedastheHotel’sDepartmentalTrainer,TheDivi精品文档放心下载sionHeadmustappointatleastonetrainerforeachDepartmenttobetheDepartmen感谢阅读talTrainer.He/sheshouldcarryouthis/hertrainer’sduties.当一名员工被认精品文档放心下载定是部门的培训者，部门总监应从每个分支至少任命一名培训者作为部门的培精品文档放心下载训者。他/她应该履行他/她的培训职责。2.Majortrainingsectionsmaydividedinto3areas:精品文档放心下载主要培训内容应分成3个部分：1)InterpersonalSkill-Humanrelationship人际关系技巧-人际关系谢谢阅读2)JobKnowledge工作知识3)JobSkill工作技巧3.DepartmentalTrainersshouldfollowthelistedregulations:谢谢阅读部门培训者应遵循以下规则：1)FullResponsibilityforDepartmentTraining为部门培训全面负责精品文档放心下载2)LoyaltotheCompany忠于公司3)Setsgoodexampleforhis/herjob以他/她的工作建立一个良好的榜样感谢阅读4)GoodCommunicationSkill良好的沟通技巧感谢阅读5)Diligentinplaningtheirtraining认真制定培训计划感谢阅读6)TechnicalTeachingSkill良好的教学技巧感谢阅读7)Respecthis/herTraineesandStaff尊重他/她的培训生和员工感谢阅读8)UnderstandtheneedoftheTraineesandStaff了解培训生和员工的需求感谢阅读9)HighStandardofrequirementtotheTrainees对培训生提出高标准的要谢谢阅读求10)GoodTrainingAttitude良好的培训态度精品文档放心下载11)ProvidingguidancetoTraineesandStaff为培训生和员工提供指导感谢阅读12)GoodTemperControl控制情绪谢谢阅读13)Fairness公正14)Politeness礼貌15）FollowandRespectInstructionfromtheManagemen遵循和尊重管理层的指精品文档放心下载示16）ProvidewithGoodCorrectionSkill提供良好、正确的技巧精品文档放心下载4.MonthlyTrainingPlanshouldbepreparedandsetupbyDepartmentalTrainers.精品文档放心下载月度培训计划由部门的培训者准备和制定。5.AfterthesettingupoftrainingplanforownDepartmentshouldgettheapproval谢谢阅读fromDivisionHeadsbeforesubmittedtotheTrainingManagertoreview.在制定了感谢阅读自己部门的培训计划后，应在送交培训部经理回顾前得到部门经理的同意。谢谢阅读6.DiscussandconfirmwithTMthetrainingmaterialsbeforeanytrainingcanbeco感谢阅读nducted.在进行培训前同培训部经理讨论和确认培训资料。精品文档放心下载7.Individualclasstrainingplanandmonthlytrainingplansshouldbesubmitted精品文档放心下载toTMonorbeforeevery3rdweekofeachmonthforeveryproceedingmonth.独立课程谢谢阅读培训计划和每月培训计划应在培训进行前三星期提交给培训部经理。谢谢阅读8.Afterthetraining,trainershouldsubmitamonthlytrainingreporttoTMinord感谢阅读ertoevaluatetheresults.在培训后，培训者应向培训部经理提交每月培训报告感谢阅读以评估结果。9.AssistTrainingCo-ordinatorontakingattendancerecord,returntoTrainingDepartmentonthesame精品文档放心下载dayrecords.帮助培训协调员做出勤记录并于当日交回培训部。感谢阅读10.Examinationfortraineesshouldbearrangedasfollows,results&reportssho精品文档放心下载uldbesenttoDepartmentHeadsandTM’sattention:对培训生的测试应安排精品文档放心下载如下，结果和报告应提交经理和培训部经理注意。1)OralTest口试2)WrittenTest笔试3)OperationTest操作11.MeetingSystemhasbeensetupintheTrainingDepartment:谢谢阅读会议工作应由培训部制定：1)TrainersshouldattendtheMonthlyTrainingMeetingoneveryWednesdayof精品文档放心下载every3rdweekofthemonth,whichconductedbyTM.培训者应于每月第三个星期三感谢阅读参加由培训部经理主持的每月培训会议。2)YearlyTrainingMeetingoneveryTuesdayofevery2ndweekofDecemberofeac谢谢阅读hyear,whichconductedbyTM.年度培训会议将于每年十二月的第二个星期二由培谢谢阅读训部经理主持举行。3)TMshouldhaveamonthlymeetingwithDeputyGeneralManagertoreportthet精品文档放心下载rainingresults.UnderstandtherequirementfromtheManagement.培训部经理应谢谢阅读在管理层月会上向常务副总经理报告培训结果及了解管理层的要求。感谢阅读12.DepartmentTrainerResponsibilitiesshouldbesenttoalltrainersforbette感谢阅读runderstandingontheirroleandduties.部门培训者的职责应被分发给所感谢阅读有培训者以便他们更好地了解自己的角色和职责。STANDARDOPERATINGPROCEDURE精品文档放心下载标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAININGREPORT主题:培训报告Procedure程序1.Asatrainer,whencompleteatrainingsession,youarerequestedtofillinth感谢阅读e“DailyTrainingReport”forsummary.作为培训者，在完成培训课程后，你被感谢阅读要求填写“每日培训报告”做出总结。2.The“DailyTrainingReport”includethecontentasbelow:Trainer’sname,D感谢阅读epartment,TrainingCourseTopic,Location,EquipmentRequired,Date&Time,To精品文档放心下载talNumberofAttendees,Latearrival,NoShow&ContentOfTraining.“每日培训谢谢阅读报告”包括的内容如下：培训者姓名、部门、培训课程主题、地点、所需设精品文档放心下载备、日期和时间、出席人数、迟到人数、未出席人数及培训课程主要内容。精品文档放心下载3.Whenyoucompletethereport,getapprovalfromDepartmentHead,DivisionHe精品文档放心下载ad&thenpassontoTrainingManagerforsign.当你完成此项报告后，获得部门经谢谢阅读理和部门总监的同意后送交培训部经理签字。4.The“DailyTrainingReport”willbefiledonTrainingDepartment.“每日感谢阅读培训报告”将由培训部进行保存。5.AcopywillbepassedtoDeputyGeneralManagerforhisreviewandwillpaypart感谢阅读icularattentiontoattendance.将复印件送交常务副总经理回顾并对出勤情况感谢阅读予以特别关注。STANDARDOPERATINGPROCEDURE感谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAININGATTENDANCERECORD谢谢阅读主题:培训出勤表Policy政策EachtrainingsessionwhichisconductedbyTrainingDepartmentwillbetakenAtt精品文档放心下载endanceRecordforstafffile.由培训部进行的每次培训课程都要填写出勤表并感谢阅读归档。Procedure程序1.TheTrainerofTrainingDepartmentwillpreparethe“TrainingAttendanceR谢谢阅读ecord”beforetrainingclass.培训部的培训者将在培训课程进行之前准备好谢谢阅读“培训出勤表。2.AllAttendeesarerequestedtofillintheformbeforestarttotraining,thec谢谢阅读ontentshouldbeincludedbelow:Department,Name,Position,StaffI.D.No.,Sta精品文档放心下载rtTime,FinishTime&Signature.所有出席人员将按要求在培训开始之前填写这精品文档放心下载项表格，内容如下：部门、姓名、职位、员工证号、开始时间、结束时间和签精品文档放心下载名。3.Aftertrainingclass,all“TrainingAttendanceRecord”willbepassedtoT谢谢阅读rainingManager,PersonnelManager&GeneralManagerforsignature.在培训结束精品文档放心下载后，所有“培训出勤表”将送交培训部经理、人事部经理和总经理签字。谢谢阅读4.FiletheRecord.将此出勤表存档。STANDARDOPERATINGPROCEDURE谢谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TESTAFTERTRAINING主题：培训后的测试Procedure程序1.Conductatestaftertrainingtoensurealltraineesfullyunderstoodthetra谢谢阅读iningpurposeandcontents.在培训后进行测试将确保所有培训生完全了解培训精品文档放心下载目的和内容。2.Theresultoftestwillbetreatedasoneofperformanceonstaff’sappraisal.感谢阅读此项测试结果将被当作对员工工作评估中的一项。3.TheresultoftestwillbefiledbyTrainingDepartmentandkeepinconfidenti精品文档放心下载al.此项测试结果将由培训部归档并保密。STANDARDOPERATINGPROCEDURE精品文档放心下载标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:ROSTER主题：值班Inordertomaketrainingoperationsmoothlytoachievemoresuccessfultraining谢谢阅读result,wewillfollowthedutyrosterasfollows:感谢阅读为了使培训工作顺利进行以达到更成功的培训结果，我们将执行以下的值班工谢谢阅读作安排：OperationHours工作时间PositionShiftTimeRemark精品文档放心下载职位班次时间备注TrainingManagerOfficeHourDuetotheSituationonSat感谢阅读培训部经理正常办公时间8:30am-5:30pm谢谢阅读urday&Sunday.星期六和星期日根据情况安排。TrainingSupervisOfficeHour谢谢阅读正常办公时间8:30am-5:30pmorHavenotrainingonSaturd培训部主管ay&Sunday.由于星期六和星期日未安TrainingCo-OfficeHour谢谢阅读正常办公时间8:30am-5:30pm排培训，所以不上班。Ordinatior培训联络员TrainingClerkOfficeHour培训部文员正常办公时间8:30am-5:30pm感谢阅读STANDARDOPERATINGPROCEDURE谢谢阅读标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:KEYOPENING&CLOSINGPROCEDURE谢谢阅读主题：开门和关门程序Procedure程序1.OnlyTrainingManager&TrainingClerkcantaketheOffice&ClassroomKeyfor感谢阅读securitypurpose,theothersparekeywillbekeptbyFinanceDepartm