The training plan is as follows:
The first day:
1, requirements and standards of gfd.
2. Politeness norms and precautions. Smile and say hello to every customer who comes to the front desk.
3. Pass and return to the public security system, and be responsible for the guest's luggage storage/transfer. (Specific details and standard operation)
The next day:
1. Review yesterday's training.
2. The purpose of the computer printer at the front desk saves the bills in each drawer.
3. The distribution of floors and the introduction of house prices.
The third day:
1. Review yesterday's training.
2, began to understand the hotel system, the meaning of various room states.
3. the etiquette of answering the phone. (Specific details and standard operation)
The fourth day:
1. Review the contents of yesterday's training.
2. Standard terms for routine services such as check-in and check-out.
3. Have a preliminary understanding of matters needing attention and common problems in operations such as collection and refund.
Day 5:
1. Review the contents of yesterday's training.
2. How to use the walkie-talkie or check-out system. How to call the switchboard, check out, record and transmit other requirements of the guests
3. Visit all kinds of rooms on the floor and record the operating experience of various facilities in the room, and memorize all kinds of charged goods in the room.
Day 6:
1. Review yesterday's training.
2. Be familiar with the functions and usage of pos machines, and be familiar with regular room reservation and joint room.
3. Understand the check-out procedure.
Day 7:
1. Review the contents of yesterday's training.
2. Memorize the names of counties in northern Shaanxi, and understand the standard procedures and words of individual guests, internet guests, etc.
3, independent operation part of the guest's reservation, for the system operation, the use of documents and fill in the specification to know by heart, strengthen the practice.
Day 8:
1. Review yesterday's training.
2. Learn more about the check-out procedure.
3. Learn to make out an invoice and understand the matters needing attention in making out an invoice.
the ninth day
1. Review the contents of yesterday's training.
2. Check out the guests independently and complete the check-out documents independently.
Step 3 invoice the guests
Day 10:
1. Review yesterday's training.
2, independent operation of regular guest reservation, check-out.
3, further familiar with the system, know more personalized operation.
Day 1 1 day:
1. Review training content.
2. Booking and commenting.
3, further familiar with the system, the use of pos shortcuts, functions.
Day 12:
1, systematically understand the main functional departments and leaders of the hotel, know how to hand over the departments closely related to the front desk, and fill in various documents.
2. Check the passenger files and get familiar with the night trial.
3. Understand the checking process of various documents and accounts, and fill in the handover specifications.
Day 13:
1. Review yesterday's training.
2, for the handling of common customer complaints, the words are familiar.
3. Be familiar with the external information such as life, shopping, tourism and transportation around the hotel.
Day 14:
1. Review yesterday's training.
2. Conduct account reconciliation, account error correction, remarks and other operations.
3. Compensation and renewal for customers' needs. , independently contact customers for training in presentation skills.
Fifteenth day
1, review and sort out all the training processes in the past two weeks, from the aspects of booking, check-out routine, personalized problem classification, customer complaint handling, and feelings about hotel front office service.
2. Independent under the guidance of the old staff, operating the whole class.
3. After finishing, sum up your own experience, deeply reflect and retrain the existing problems and reasons.
Extended data:
All hotel training can be classified into two major directions: business skills and customer service. Business skills can be a process-based training and learning.
Summary, thus greatly improving the growth cycle of a new employee. Customer service can be divided into primary and advanced. The primary practical training can be stipulated from the aspects of "standard" and "speech skills", but the advanced customer service must be a psychological recognition of employees and a healthy and positive attitude.