海德酒店培训部SOP标准运作程序（31页）概述Word格式.docx

1、28-001Date:16 March 2000SUBJECT: TRAINING 主题:培训Policy 政策All Hoi Tak Properties employees, regardless of position, will receive training fortheir specific job. The training will be systematically planned and implemented to ensure that employees develop their potential in order to achieve and maintain

2、 performance standard.所有由海德国际管理的酒店员工,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，以确保员工发展其潜能以达到工作标准。Each Division Head is responsible to ensure that he plans for the training of all staff in his area of responsibility and must follow up on issues below.每位部门总监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。Procedure 程序1. On Job 岗位培训

3、Plan for training of all staff which must conducted by Senior Management andrecorded on training Checklists.根据培训检查清单计划由高层管理人员对所有员工进行培训。2. Training Department 培训部To co-ordinate training of all staff with Training Manager in order to ensure staffhave the ability to do their job to a high standard.与培训部

4、经理协作培训员工以确保员工的工作能力达到高标准。343. Training should involve:培训内容包括：A. Customer Service 礼貌服务B. Product Knowledge 产品知识C. Technical Skills 技能技巧D. English for all Front Line staff 针对所有前线员工的英语课程4. Provide the Training Manager with a monthly schedule of training to be conducted by your Department, but also what

5、areas you required them to train your staff on.Training is to be considered important in order to develop our staff and must be meaningful and results driven.向培训部经理提交你部门的培训进度表，且你可以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，培训被认为是非常必要的。5. Schedule will be prepared to cover the training require to meet the perfor

6、mance standard.准备符合要求的培训进度表以达到工作标准。6. Trainers will be responsible for carrying out the training. No employee will be placed in a job with no training, nor will the training be carried out by “ putting the trainee with another employee ”with no organized structure for training.培训者应负责完成培训。任何员工都不能未经培训

7、就上岗，或是由组织架构所不允许的“员工培训培训生”来完成此项培训。7. Follow up on progress of training conducted by personally inspecting staff performance on.跟进培训进度并亲自检查员工工作情况。B. Revenue Management 效益管理C. Cost Management 成本控制D. Product Presentation and so on 酒店形象等等File: 28001.doc28-002 GENERAL ORIENTATION CHECKLIST主题:全面入职培训检查清单All

8、 staff must attend General Orientation, this includes all Management and staff, noexceptions. This will ensure that all staff obtain clear guidelines regarding the Management Company philosophy and culture.所有员工必须参加全面入职培训，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旨和文化有一个清楚的了解。1. General Orientation is separate

9、d into 5 sections within One & Half day time.Checklist as follows: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：First Day 第一天1） Morning Section 早晨部分（To be Conducted by General Manager 由总经理进行） Hoi Tak Introduction 海德集团介绍 Introduction to Hotel Property 酒店介绍 Pre-Opening Period 筹开期 Mission Statement 任务使命 NurturingandD

10、eveloping People 培养和扩大员工队伍 Product Presentation 酒店形象 Customer Service 礼貌服务 Revenue Management 效益管理 Cost Management 成本控制 Monitoring Our Competitors 密切注视我们的对手 Training 培训 Take responsibilities of the Hotel Property 为酒店财产负责 Finally 最后2） Morning Section 早晨部分（To be Conducted by Training Manager 由培训部经理进行）

11、 Introduction to Owners 业主介绍 Introduction to Hotel Property 酒店介绍 Hotel Location Plan 酒店区域计划 Introduction of Executive Team 管理层介绍 6 Hotel Key Objectives 六项任务目标 Moment of Truth 真理瞬间 Total Customer Service Concept 全面顾客服务概念 Task Force 借聘 Personnel and Training 人事和培训 Concept of Training培训概 念 Qualities of

12、 Hotel Staff 酒店员工素质 A Simple Smile 简单的微笑 Who is Our Customer 谁是我们的客人 Sales and Marketing 销售和市场 Our Hotel 我们的酒店 Standard of Grooming & Hygiene 仪容仪表和卫生标准 Focus on You 您就是焦点3） Afternoon Section 下午部分（To be Conducted by Personnel Manager 由人事部经理进行） Insurance & Prevent Damage 保险和防止损失 Health and Safety 健康和安

13、全 Utilize Chemical Articles Safely 安全使用化学用品 Working Time & Holidays 工作时间和休息 Employee Method 雇用方式 Labor Contract, Probation Period & Dismiss 劳动合同，试用期和解雇 Punishment Measure 惩罚措施 Society & Party 社交集会 Agreement 协议 Shake Hands 握手4） Afternoon Section 下午部分（To be Conducted by Security Manager 由安全部经理进行） Security 安全 Fire Safety 防火安全 Fire Prevention 预防火灾 How to Handle an Accident 如何处理紧