客舱员工岗前培训

职业教育国际邮轮乘务管理专业教学资源库《邮轮客舱服务与管理》双语版客舱部员工岗前培训学校：湖北科技职业学院授课老师：王茜学习目标LearningGoals知识目标：理解岗前培训的作用，掌握岗前培训的主要内容KnowledgeGoal:Understandtheroleofpre-jobtrainingandmasterthemaincontentofpre-jobtraining.技能目标：能够设计符合邮轮企业客舱岗位要求的新员工岗前培训内容SkillGoal:Beabletodesignpre-jobtrainingcontentfornewemployeesthatmeetstherequirementsofthecabinpositionsofcruisecompanies.学习目标LearningGoals素质目标：培养爱岗敬业、诚信友善的社会主义核心价值观；树立团队合作、客户服务意识QualityGoal:Cultivatethesocialistcorevaluesofdedication,honestyandfriendliness;establishteamworkandcustomerserviceawareness.知识点KnowledgePoints知识点一：什么是岗前培训KnowledgePoint1:Themeaningofpre-jobtraining.知识点二：岗前培训的必要性KnowledgePoint2:Thenecessityofpre-jobtraining.知识点三：岗前培训的主要内容KnowledgePoint3:Themaincontentofpre-jobtraining.Themeaningofpre-jobtraining.一、什么是岗前培训Cruisevocationaleducationtrainingallowsnewemployeestounderstandthecabindepartmentmorequicklyandworkhappily.邮轮职业教育的培训让新员工更快地了解客舱部，很愉快地留在客舱部工作岗前培训的必要性Thenecessityofpre-jobtraining.Reducetheanxietyandconfusionofnewemployees.减少新员工的焦虑与困惑Establishappropriatejobexpectations.确立恰当的工作期望岗前培训的必要性Thenecessityofpre-jobtraining.Createagoodcorporateimageandreduceemployeeturnover.塑造企业的良好形象，降低员工的离职率Strengthennewemployees'senseofidentityandbelongingtothecompany.加强新员工对企业的认同感和归属感岗前培训的主要内容Themaincontentofpre-jobtraining.CognitiveTraining认知培训SkillsTraining技能培训认知培训Cognitivetraining1目的：帮助新员工全面而准确的认识企业，了解邮轮Purpose：Helpnewemployeesgetacomprehensiveandaccurateunderstandingofthecompanyandcruiseship.2培训人：邮轮公司人力资源部的工作人员或客舱部的管理人员Trainer：Thestaffofthehumanresourcesdepartmentofthecruisecompanyorthemanagersofthecabindepartment.3时间：一周或两周Time：Oneweekortwoweeks.技能培训SkillsTraining1目的：帮助新员工尽快适应客舱部工作岗位，掌握自己本职工作的技能技巧Purpose：Tohelpnewemployeesadapttotheirpositionsinthecabindepartmentassoonaspossible,andmastertheirownskillsandskills.2培训人：客舱部管理人员Trainer：Cabinmanagementstaff.3时间：10~15天Time：10~15days.多样化Diversification客舱部日常工作中的礼节礼仪Etiquetteinthedailyworkofthecabindepartment.邮轮宾客住宿登记手续及程序Check-inproceduresandproceduresforcruiseguestaccommodation.办理宾客退房结账的程序Proceduresforguestcheckout.受理宾客代办服务的方法和程序Methodsandproceduresforacceptingguestagencyservices.多样化常见的几种国际性礼节礼仪Severalcommoninternationaletiquettes.清理客舱卫生的程序和卫生标准Proceduresandstandardsforcleaningcabinhygiene.客舱晚间开夜床服务的操作程序和要求OperatingproceduresandrequirementsforTurnDownServiceinpassengercabin.多样化多样化Diversification操作性Operability各种清洁剂和用具的使用、营业时间及基本概况Usage,businesshoursandbasicoverviewofvariouscleaningagentsandutensils.邮轮服务设施及娱乐设施的位置Locationofcruiseservicefacilitiesandentertainmentfacilities.语言技巧与站坐行姿态的训练LanguageSkillsandTrainingofStanding,SittingandWalkingPosture.操作性Operability客舱部服务工作中技能技巧的训练Skillstrainingincabinservicework.介绍并实际观察客舱日用品的数量用途、摆放标准及要求Introduceandactuallyobservethequantity,purpose,placementstandardsandrequirementsofcabindailynecessities.熟悉邮轮的整体环境Familiarwiththeoverallenvironmentofthecruise.常用方法CommonMethodRole-playing角色扮演法DiscussionMethod讨论法VideoTeachingMethod视频教学法SituationalTraining情景培训法职业培训VocationalTraining意志培训WillTraining心理训练Mental