Brief introduction of the first pre-holiday club
I. Main tasks of the Front Office Department
Second, the front office responsibilities
Third, the front office service quality requirements
Section 2 Protocol Service Training
First of all, the etiquette of seeing Fujian off
Second, reception of guests with reservations
Third, do not make an appointment to receive guests.
Fourth, receive distinguished guests.
Section 3 Room Sales Training
First of all, master the reservation procedure.
Second, accept different booking methods.
Third, deal with the special situation of booking tickets.
Fourth, flexibly promote guest rooms.
Fifth, do a good job in accommodation registration.
Department routine service training before the fourth festival
I. Gatekeeper service
Second, pick-up service.
Third, elevator service.
Fourth, luggage service.
Verb (abbreviation for verb) Preservation of valuables.
Delivery of intransitive verbs
Seven. Query service
Eight, message service
Nine, parking service
X. switchboard service
XI。 Night service
Department business operation training before the fifth festival
I. Ticket service
Second, foreign currency exchange.
Third, the business center.
Fourth, the front desk cashier
Verb (abbreviation for verb) audit the accounts at night
Before the sixth festival, the lobby department received complaint handling training.
Chapter II Training of Hotel Housekeeping Department
Section 1 Introduction of Housekeeping Department
First, the main tasks of the housekeeping department
Second, the housekeeping department responsibilities
Third, the quality requirements of room service
The second quarter guest room basic knowledge training
I. Guest Room Type
Second, the guest room equipment and specifications
Third, room cleaning tools
Fourth, the guest room cleaning process
Five, room cleaning standards
Section III Room Cleaning and Maintenance Training
First, the rooms are clean.
Second, clean the room.
Third, the toilet is clean.
Fourth, the maintenance of guest room equipment and facilities.
The fourth quarter * * * regional health cleaning training
A, public * * * area cleaning
Second, the ground cleaning and maintenance
Third, the cleaning and maintenance of the wall
Section 5 Room Routine Service Training
First, do a bed service.
Second, the turndown service.
Third, food delivery service.
Fourth, wine service.
Verb (abbreviation for verb) laundry service
Six, gleaning service
Section 6 Guest Room Special Service Training
I. Patient service
Second, baby care services.
Third, service for disabled guests
Fourth, drunken guest service.
Verb (abbreviation for verb) Shoe shine and other services.
Chapter III Hotel Catering Department Training
Section 1 Introduction to Food and Beverage Department
First, the main task of the food and beverage department
Second, the responsibilities of the food and beverage department
Third, the quality requirements of catering services
Section 2 Cooking knowledge training
First of all, China cuisine.
Second, western food.
Section 3 Wine Knowledge Training
First, China famous wine
Second, foreign famous wines
Third, coffee.
Fourth, China famous tea.
Five, other soft drinks
The fourth quarter catering service basic skills training
First, set up the stage.
Second, the tray
Third, pour the wine
Fourth, serve food
Fifth, divide the dishes
Sixth, change the tableware.
Seven, napkin folding
Section 5 Catering Reception Service Training
First, attract guests to sit down.
Second, selling vegetables.
Third, do a good job in order
Section 6 All kinds of catering service training
First, Chinese catering service.
Second, American catering services
Third, French catering services.
Fourth, cocktail party service.
Verb (short for verb) Bar service
Six, buffet service
Seven, personalized service
Eight, team service
Nine. Banquet service
Section 7 Training of Catering Hygiene Work
First, personal cleanliness
Second, environmental sanitation.
Third, tableware hygiene.
Section 8 Training on Catering Safety Work
I. Food safety
Second, the accident control
Third, fire prevention.
Chapter IV Training of Hotel Shopping Mall Department
Section 1 Introduction to Shopping Mall Department
First, the main tasks of the department of shopping malls
Second, the responsibilities of the department of shopping malls
Third, the quality requirements of shopping mall services
Section 2 Guest Reception Training
First of all, welcome the guests
Second, the use of honorifics.
Section 3 Sales and Service Training
First, do a good job in commodity display.
Second, grasp the shopping psychology of guests.
Third, the application of product promotion skills.
Fourth, master product packaging skills.
Chapter V Training of Hotel Entertainment Department
Section 1 Introduction to Recreation Department
I. Main tasks of the Recreation Department
Two. Responsibilities of each post in Recreation Department
Third, the quality requirements of entertainment services.
Section 2 Swimming Pool Service Training
First of all, the preparations for the swimming pool.
Second, the welcome service of the swimming pool.
Third, the changing room service of the swimming pool.
Four, swimming pool service essentials
Section 3 Billiards Hall Service Training
First, the rules of billiards game
Second, the health and cleanliness of billiards hall.
Third, billiards serve essentials
The fourth quarter tennis court serve training
First of all, the rules of tennis match
Second, the tennis scoring method
Third, tennis service essentials
Section 5 Squash Court Service Training
First of all, the rules of squash match
Second, the scoring method
Third, the essentials of squash service
Section 6 bowling alley service training
First, the rules of bowling competition
Second, the scoring method of bowling
Three. Hygienic requirements of bowling alley
Four, bowling service essentials
Section 7 Golf Course Service Training
I. Rules of Golf Competition
Second, golf service.
Section 8 Training of Other Entertainment Services
I. Karaoke service
Second, beauty and hairdressing services
Third, the gym service.
Fourth, sauna and massage room services
Chapter VI Training of Hotel Conference Department
Section 1 Introduction to Conference Department
I. Main tasks of DGAACS
Second, the conference department responsibilities
Third, the quality requirements of conference services.
Common meeting types in the second quarter
I. Sales Meeting
Second, the seminar.
Third, the award ceremony
Four. Training meeting
Section 3 Site Layout Training
First, the venue layout design
Second, the venue decoration
Third, the site equipment installation
Section IV Conference Service Training
First, put the pre-meeting supplies
Second, the full service of the conference
Three. Other conference services
Chapter VII Training of Hotel Security Department
Section 1 Introduction to the Security Department
I. Main tasks of the Department of Security
Second, the safety responsibilities of each post
Third, the quality requirements of safety work
Section 2 Training on Dealing with Common Safety Problems
First, ensure the safety of guests.
Second, ensure the safety of employees.
Third, special safety work
Section 3 Anti-theft and Handling Training
First, prevent hotel employees from stealing.
Second, prevent foreigners from stealing.
Third, prevent guests from stealing.
Fourth, after being stolen.
The fourth quarter fire prevention and treatment training
I. Fire prevention
Second, fire therapy
Third, the hotel fire treatment
Section 5 Emergency Treatment Training
First of all, the guest was drunk.
Second, guests make trouble.
Third, the guest was injured.
Four, the guest death treatment
Verb (abbreviation for verb) food poisoning
Sixth, robbery.
Chapter 8 Training of Hotel Engineering Department
Section 1 Introduction of Engineering Department
A, the main task of the engineering department
Second, the quality requirements of engineering work
Section 2 Responsibilities of Engineering Department
A, electrician class responsibilities
Second, the elevator class responsibilities
Third, the air conditioning class responsibilities
Four, boiler class responsibilities
Five, maintenance class responsibilities
Six, audio class responsibilities
Seven, comprehensive class responsibilities
Eight, dispatching room responsibilities
Nine. Responsibilities of material group
X. Responsibilities of the Civil Engineering Department
Section 3 Engineering Equipment Operation Training
A, telephone equipment operation
Second, the audio and television operation
Third, the elevator equipment operation
Four, electrical equipment operation
Verb (abbreviation for verb) Operation of central air conditioning equipment
Six, boiler equipment operation
Seven, water supply and drainage equipment operation
Eight, fire fighting equipment operation
postscript