Example of Hotel Front Desk Training Plan (1)
I. Purpose of training
Hotel employees are facing the role change from social people to professional people, and they need positive professional mentality and standardized professional behavior to meet the role needs of professional people. In order to make new receptionists adapt to the working environment as soon as possible, be familiar with the working process, enhance their sense of identity and belonging to the enterprise, develop good professionalism, professional image, communication and coordination skills, team cooperation skills, dare to face challenges, participate in the work role, and improve work efficiency and performance, this 12-day new receptionist training is specially conducted.
Second, the training object
The hotel's new receptionist.
Third, the training scale.
10 people.
Fourth, the training content
1, common sense of hotel culture.
2. Hotel profile and business knowledge.
3, the front desk job business knowledge.
4, the front desk operation process.
5. The overall practice of the front desk.
Verb (abbreviation for verb) training time
8: 30 am-10 and 0: 30 pm-17: 30 on a certain day in 2020.
Training place for intransitive verbs
The training room on the third floor of our hotel.
Seven. training cost
This training belongs to internal training, so it does not cost much. Provide standard meals and drinking water for 8 yuan/meal to trainers and trainees at noon and evening every day, and give the lecturer 500 yuan/class allowance, which is estimated to be around 20,000 yuan.
Eight. trainee
Old employees and reception ministers in the corresponding fields.
Nine. Training methods
Combine PPT explanation, case analysis, mentoring explanation and self-study practice.
X. Evaluation method
1. Examination: After the receptionist completes each training course in the course, the trainer will conduct written and oral tests and give the trainees a stage test.
2. Assessment: It embodies the training concept of "taking skills as the final result". The assessment team composed of hotels will conduct on-site assessment of the reception staff at the training point. The assessment can take the form of on-site operation, oral question and answer, simulation operation, examples and so on, focusing on checking the work skills, professionalism and professionalism of the reception staff, and extending the probation period or persuading them to leave according to their personal circumstances.
XI。 Training evaluation and feedback
1. Instructors and HR specialists summarize the problems in the training process and change the training courses in time.
2. Trainers should fill in the New Employee Training Feedback Form after each class and report it to the Human Resources Department.
3. After the training, invite the evaluation team members to summarize the training effect.
Example of Hotel Front Desk Training Plan (2)
I. Purpose of training
Let employees who have undergone basic training master business knowledge faster and enter the post operation as soon as possible.
Second, the training cycle arrangement
The probation period is 3 months, which is divided into 3 holidays: 30 days, 60 days and 90 days. The department will train and evaluate each department. Arrange normal classes for the first 30 days, with the supervisor leading semi-closed training, and arrange shift employees to practice while training in the middle 30 days; Work independently after 30 days, and arrange the actual operation with the old employees.
Third, the front desk training content
The training plan lasts for 30 days and is completed in three stages.
(1) Day 10:
1, understand the job responsibilities of the front desk and the receptionist.
2. Learn to memorize the room price and various discounts, concessions and discount rights.
3. Be familiar with all kinds of notices, reports, forms and notebooks at the front desk.
4. Remember the list of main units and business rooms.
5. Remember various business terms, system codes and payment methods.
6. Understand the facilities and equipment used at the front desk, as well as the instructions and methods.
(2) Intermediate 10 days:
1, training front desk daily operation process, courtesy service specification and handover process.
2, training reservation, reservation change, cancellation procedures, special booking processing methods.
3. Train sales skills at the front desk.
4. Train VIP reception procedures and routine guest reservation and check-in procedures.
5, understand the computer simulation operation, including check-in, check-out, booking, etc. 10 days later, 1, training and rent change procedures.
2. Understand the situation and standards of room upgrade.
3. Training on registration procedures.
4. Training on checkout procedures.
5, group check-in and check-out procedures training.
6. Train the procedures for checking rooms.
7. Training room change procedures.
8. Training on the procedures for using tourist safes.
9. Visit guest rooms and handle guests' birthdays.
10. Follow-up procedures for supplementary orders.
1 1. Train the procedures for receiving guest information and storing items.
12. Training on various credit card settlement methods.
13, the above training is combined with related computer operation.
14. Students summarize the training contents.
15. Evaluate the trainees' training content, which is divided into written, computer and practical operation.
(3) After 60 days:
1, the front desk training focuses on the first 30 days, and then 10 and 60 days focus on practical operation.
2. Training is semi-closed. You can enter the front desk to familiarize yourself with relevant forms and facilities. The computer operation part is carried out by the backup system in the backstage computer room. Trainers conduct drills, and students conduct practical operations under the guidance.
(4) Evaluation
During the probation period, three exams will be conducted, and the exams will be conducted in sections according to the requirements to be achieved in 30 days, the skills to be possessed in 60 days and the level to be achieved in 90 days. After passing the exam, the human resources department will not take the formal exam. If unqualified, the probation period will be extended or dismissed according to personal circumstances.
Example of Hotel Front Desk Training Plan (3)
Hotel lobby is generally divided into four parts: reception, luggage, sales and business center. Here, I will focus on the training plan for the front desk staff.
I. Training Time
14 days.
Second, training time.
70 classes.
Third, cultivate talents.
Front desk staff.
Fourth, the training content
General situation and product introduction of hotel lobby, hotel organization, department heads and contact information, etc. And the specific requirements for politeness, appearance and body language. Top ten hotel consciousness (group, service, obedience, role, sales, safety, communication and coordination, pre-control, time, efficiency and quality consciousness). Guest reservation: telephone reservation, change and cancellation. The standing posture and smile of concierge and other personnel, sliding doors and sliding doors. Storage and distribution of team luggage, delivery of guest goods, and entrusted agency services. Handle payment procedures for guests, prepare and settle accounts for individual customers. Communication, coordination and cooperation between the front office and other departments of the hotel. Spot check the shift work of the day before, handle emergencies and record the work of the class on that day. Computer operation training, assessment, fire fighting training, on-site simulation operation.
Verb (abbreviation of verb) training purpose
Let employees understand:
1, the nature of the hotel and the job content of this position.
2, customer-oriented, everything around the needs of the guests.
3. Hotel work is a team call 99+ 1= 100.
4. Understand the functions of the front office of the hotel.
The name of the intransitive verb work item
Telephone reservation.
VII. Work Project Commitment
Front desk reception.
Eight, work project procedures
Answer the phone and answer the guest's questions:
1. Answer the phone within three rings and say "Good morning/good afternoon/good evening, Reservation Department, hello! Front desk. " Ask the guests how to help.
2. Answer the relevant questions raised by the guests patiently, and seize the opportunity to sell to the guests.
3. When the guest asks for a room reservation, we introduce our room type and ask the guest to choose: ① Listen carefully to the guest's room reservation request, ask when to come and what room type, and quickly check whether the computer has the room type the guest needs, and then answer the guest after confirmation; (2) If you can't meet the requirements of the guests, you can suggest that the guests improve their grades and choose a compromise way to meet the needs of the guests as much as possible. (3) If you really can't meet, apologize, and recommend the same star hotel to the guests or suggest that the guests reschedule. (4) Apologize and hope the guests will come.
4. Fill in the reservation form and register one by one according to each item in the reservation form. After filling it out, repeat it to the guests. (Who lives, when, how many days, what room, how many rooms, the price, the reservation person, the contact number of the reservation person, the retention time, the person who accepts the reservation, the time and date) After checking, indicate the reservation date and sign it. Special reservation requirements for guests and us should be clearly recorded in the remarks column;
Example of Hotel Front Desk Training Plan (4)
The reception training will be conducted in different months:
1 month: standardization of job responsibilities and terms of service of reception shifts at the front desk.
1, job responsibilities of front desk reception and job requirements of each shift.
2, the front desk log book management system.
3, the front desk service specification language.
4. Remember the name of the hotel agreement company and the new room rate.
5. Strengthen the training of new employees.
February and February: standardizing gfd and time concepts.
1, reception etiquette training at the front desk.
2. Measures to communicate with guests, and the cultivation of words, eyes, gestures and smiles.
3. The importance of the concept of time.
4. be polite.
March and March: Standardized front desk booking and check-in procedures (1)
1, individual booking.
2. Reservation change and cancellation.
3, individual check-in.
4. Team check-in.
April and April: Standardize the front desk booking and check-in procedures (2)
1, the appointment hasn't arrived yet.
2. overbooked.
3. Procedures for handling special reservation requirements.
4. Folding bed service.
5, familiar with the morning room, half-day room opening procedures.
6. How to improve the method of fast check-in?
May: specification of other service processes at the front desk.
1, room update plan.
2. Room change procedures.
3, message work procedures.
4. Car rental and check-out service procedures
5. Ordering food and booking conference room procedures.
June and June: VIP reception service process
1, VIP guest room arrangement skills.
2. VIP reception requirements for front office service.
3. VIP guest reception service program.
4. Precautions for reception of VIPs at the front desk.
July, July: Familiar with the related knowledge of hotel star rating.
1, familiar with hotel star standards and star rating knowledge.
2. Problems that should be paid attention to in hotel star rating.
3, familiar with the reception service quality standards.
4. Front desk service scenario simulation exercise.
August, August: the contents of the hotel's overseas personnel registration management.
1. Relevant knowledge and requirements for foreigners to stay.
2. Computer input operation for overseas personnel.
3. Fill in and upload the foreign affairs list. .
4. Be familiar with the registration and passport knowledge of domestic and foreign guests.
September: Skills and methods of room layout in guest rooms
1, familiar with the skills of arranging rooms and reception for group guests, conference guests, individual guests and company guests.
2. Requirements and precautions for housing layout in off-season.
3. Promotion skills of room upgrade sales.
10 month: computer program operation specification
1, input skills of computer operation list at the front desk.
2. Report printing and manual report making procedures.
3. The development of guest history files.
4. Familiar with computer knowledge and five-stroke typing.
November: Hotel English
Hotel basic English.
2. The hotel reception desk receives English.
3. English situational dialogues such as reservation and check-in at the front desk.
4, answer/hang up the phone program.
1feb: specification for information service at the front desk
1, front desk inquiry program.
2. Operating knowledge of each business point of the hotel.
3. Knowledge and transportation of surrounding scenic spots.
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Example of Hotel Front Desk Training Plan (5)
(1) Assist the manager to do a good job in the overall operation of the front office, arrange employees reasonably, and arrange accommodation for store employees;
(2) Be able to do the regular meeting three times a day on time, and put forward the shortcomings of the day's work in the regular meeting, take corresponding countermeasures in time, and summarize the work of the day and make records;
(3) Make in-store worksheets. Let the front office staff work according to the worksheet of the day and mark the important things in the worksheet. The purpose of making the in-store worksheet is to better understand the tasks of the day and also to reflect the transparency and progress of the work;
(4) Grasp the daily passenger flow and turnover, make statistics on the weekly and monthly passenger flow, make corresponding marketing plans, and compare the weekly and monthly turnover at the same time, find out the shortcomings, make a summary and make corresponding countermeasures;
5] Do a good job in the "three ones" of fire safety in this department, and make a daily inspection, a weekly training and a monthly drill, and make corresponding records;
(6) supervise the escort service. Implement service procedures to meet the reasonable requirements of guests;
Participate in the reception work in the front office once, record the problems found in the work, and make corresponding improvement plans at the same time;
A training plan is being made. Carry out a series of training for employees correctly, further strengthen the problems found in the work and avoid appearing in the future work. Assist employees to establish correct values and hotel ethics;
(9) Work closely with the cashier at the front desk to record the daily turnover. Grasp the collection of petty cash on the same day, arrange the change reasonably, and ensure the cashier to settle the account normally;
⑽ Handling of guest complaints. There are three types of complaints: face-to-face complaints, telephone complaints and written complaints. Hotels mainly complain face to face. No matter what kind of complaints, we must stand in the position of the guests, first of all, we must gain goodwill and trust. If we can solve the demands made by the guests face to face, we must solve them immediately. If it can't be solved, we should inform the superior leader at the first time, make corresponding solutions with the leader, and solve the problem for the guests at the first time.
Example of Hotel Front Desk Training Plan (6)
1. Strengthen employees' business training and improve their comprehensive quality.
Every member of the lobby is the image window of the hotel. Not only should the overall image be tested, but the business knowledge and service skills also reflect the management level of a hotel. If you want to keep business knowledge and service skills on the same basis, you must do a good job in training. If the training can't keep up, it will easily lead to employees' low enthusiasm and lax business level. Therefore, the company plans to conduct necessary training every week according to the business progress and application of employees, and the training methods are mainly teaching and on-site simulation. At the same time, submit the training summary of last month and the training plan of this month to the general office and the human resources department for supervision before the 5th of each month.
2. Strengthen the sales awareness and skills of employees, and improve the occupancy rate.
The hotel has experienced ups and downs for _ _ _ _ years, and with the passage of time, the hardware facilities of the hotel are also outdated. Facing the hotel market in Jiangmen, the competition is fierce, which can be said to be a long way to go. Due to the outdated hardware facilities in the hotel, engineering problems often affect the normal service to guests. For high-grade guests, with the appearance of newly renovated luxury hotels, some will be lost. As a member of the hotel, I know that the guest room is one of the important revenue-generating departments of the hotel, and it is also a profit-making department, so every member of the hotel has the responsibility and obligation to do a good job in sales. In order to do a good job in sales, I plan to train the receptionist on the methods and practical skills of selling houses, and at the same time instill instructions from hotel leaders, emphasizing that employees should try their best to retain guests as long as they are at the reception desk, strive for the occupancy rate of the hotel as much as possible, and improve the economic benefits of the hotel.
3. Strengthen the management of various reports and customs declaration data.
This year is the Olympic year. Because of the Olympic Games, people from all over the world will come to China. Facing the sudden "attack" of people from all over the world, as the reception department of the hotel industry, in order to ensure the normal work of the hotel, we will strictly require the front desk reception desk to do a good job of registration and uploading. The front desk will check in every guest according to the regulations of the Public Security Bureau and input the information into the computer. Report the guest's information to the local public security bureau in time through the hotel uploading system, and earnestly implement the notice issued by the public security bureau. At the same time, a special person will be appointed to report the guest information and related data.
4. Respond to the slogan of "saving energy and reducing consumption" advocated by hotel leaders.
Saving energy and reducing consumption is the slogan that many hotels have been calling for. This department will also respond to the call of hotel leaders, and strictly require each employee to make good use of every piece of paper and pen, trade in the old for the new, and collect the waste paper and cut it into volumes for emergency use in front-line posts. At the same time, the lighting in the lobby, air conditioning switch control, office electricity consumption and computer electricity consumption in the front desk department are reasonably adjusted and planned.
5. Keep the habit of communicating with employees to increase mutual understanding and facilitate the development and implementation of the work.
It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments, and solve their own problems as their own problems according to the reasonable requirements put forward by employees, so as to do their best. If it can't be solved, report it to the hotel leader. Let employees truly feel that they are respected and valued in departments and hotels.
6, do a good job of quality inspection within the department.
It is planned to conduct a quality inspection on the employees of this department once a month, mainly to check the gfd, manners, post operation skills and adaptability of employees in each position. The quality inspector consists of the assistant manager of the department lobby, the department foreman and the manager. If there is a problem with the quality inspection, it will be rectified within a certain period of time. If the rectification is not completed within the specified period of time, the individual will be fined.
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