國(guó)際酒店前廳部管理手冊(cè)-RM-FO-GS-007 Section Training部門培訓(xùn)

1、國(guó)際酒店前廳部手冊(cè)-酒店管理之家前廳部Front Office前臺(tái)服務(wù)程序國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來說，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDU

2、RES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM-FO-GS-007Effective Date:Nov 1Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Section Training 部門培訓(xùn)_OBJECTIVE目的：Section head ensures each ambassador participates in hotel training. Plan section training for ambassador to meet their training nee

3、ds, ensures all training plans are carried out. Constantly maintains the training system部門主管確保每一位大使參加酒店培訓(xùn)。根據(jù)大使的培訓(xùn)需求制定培訓(xùn)計(jì)劃，并按照培訓(xùn)計(jì)劃執(zhí)行培訓(xùn)內(nèi)容。從而建立起部門培訓(xùn)系統(tǒng)。POLICY政策：Section head should assist the Front Office Manager to identify training needs of the respective unit and compile a training plan once a month.

4、 Section head will also conduct training from time to time. 前廳各部門主管負(fù)責(zé)協(xié)助部門經(jīng)理確定本部門的培訓(xùn)需求，并負(fù)責(zé)編制月度培訓(xùn)計(jì)劃及開展培訓(xùn)。PROCEDURES 程序： As an operational department, conducting and maintaining consistent departmental training, to ensure improvement of service to the guests, it is vital。作為一個(gè)運(yùn)作部門，一貫開展并保持部門培訓(xùn)，對(duì)于提高對(duì)客服務(wù)質(zhì)量

5、是十分必要的。Section head has the responsibility to identify training needs of the respective section and make a training plan for review by Front Office Manager once a month.各部門主管有責(zé)任了解并歸納本部門員工的培訓(xùn)需求，并每月制定一份部門月度培訓(xùn)計(jì)劃供前廳部經(jīng)理審閱。Asst. Front Office Manager will make a general training schedule for all units. The

6、 Team Leader will be instructed to conduct the training if needed.前廳經(jīng)理負(fù)責(zé)制定總的前廳部月度培訓(xùn)計(jì)劃。部門主管將按計(jì)劃開展培訓(xùn)。Training normally can be conducted as on the job training or off duty training. It will depend on the task.培訓(xùn)將根據(jù)其不同的內(nèi)容，可選擇在工作中進(jìn)行或是在業(yè)余時(shí)間進(jìn)行。Section head should fully prepare in advance to ensure training effectively carry out with positive outcome部門主管必須要充分培訓(xùn)，有效執(zhí)行培訓(xùn)內(nèi)容。使培訓(xùn)達(dá)到預(yù)期目的。For new ambassador, a fully prepared training is extremely important and one of section head or an experienced associate will be designated as a specific trainer.對(duì)于新員工來說，一個(gè)準(zhǔn)備充分的培訓(xùn)更是尤為重要，需專門指定一名主管或有經(jīng)驗(yàn)的員工作為新員工的培訓(xùn)師。Rev