人力資源管理課題論文-大堂經(jīng)理

1、Job title : Bank Lobby Manager2 Position purposeTypical dutiesPhysical RequirementEquipment and Machines UsedWorking ConditionsReporting relationshipQualificationJob descriptions3 Position purpose-The purpose of this position is to give efficient service to clients and maintain a safe order in the b

2、ank hall.4 Typical dutiesHelping clients take numbers.Giving clients guidance in how to fill out documentsIndicating the clients how to use the self-service machines.Maintaining the order in the bank hall.5 1 1Physical RequirementHealthy and taller than 175cm.2 2Working ConditionsGood, safe and peac

3、e. A little tired.3 3Equipment and Machines Used Self-service machines, printer and quelling machine.Requirements6 Reporting relationship-The bank lobby manager reports directly to the president of the bank. -The bank lobby manager directly controls the order in the bank hall.7 Ability to operate pr

4、inter, queuing machines and so on.Fluency in mandarin.Familiar with business process.Strong service consciousness.Education: bachelor degree or above. Minimum of 3 months of management training.QualificationCommunicating and human relations skills.ObjectivesContentsContents PageTraining methodEvalua

5、tionTraining program9 ObjectivesObjectivesCommunication skillsSocial etiquette Rules & regulationsMachine operating10 ContentsContents1 1Use the form of animation interpret rules and regulations2 2Perform the actual operation and one-on-one tutoring3 3Take collective teaching method, then conduc

6、t scenario simulation to using with flexibility11 Training methodsCoachingCoachingCase studyCase studyBusiness gamesBusiness gamesLet the employees know the process after the coach shows them how to operate it. Gather the staff together and give lectures, telling them about possible problems and cou

7、nter-measures when they workRole playingRole playingLet employees to pretend that they are customers, then they can further understand customers demands. Deepen the understanding of relevant knowledge by games such quiz competitions.12 Evaluation1 1Customer evaluation Let the customer fill out satisfaction survey questionnaire after the end of the service2 2Actual operationLet employees demonstrate the operation of the machine in order to ensure he knows it.3 3TestWith the test me