Room attendant training program (1)
I. Description
The training plan is prepared according to the technical grade standard of intermediate room attendants.
Second, the training objectives
Enable students to have the service consciousness of intermediate room attendants, fully understand the professional theoretical knowledge of intermediate room attendants, master the operation skills and management level of this type of work, and reach the level of adapting to post work.
Third, the curriculum and training requirements
(A) professional theory
1. Room service
2. Meeting reception in conference room
3. Guest room hygiene knowledge
4. Maintenance and maintenance of guest room shared equipment
5. Hotel management knowledge
6. Tourism geography knowledge
7. Customs and habits of main source countries
8. Tourism regulations and hotel safety
9. Green hotel knowledge
10. Foreign language knowledge
(2) Professional skills
1. Conference services
2. The guest room provides turndown service.
3. Basic management skills
4. Computer operation
Room Attendant Training Program (2)
First, the basic requirements of this course training:
1, learn about room products.
2, master the room cleaning service specification requirements.
3, master the room reception service specification requirements.
4. Learn the basic etiquette of using room service.
5. Establish safety awareness and master basic preventive measures.
6. Be familiar with the comprehensive knowledge of tourism, transportation and scenic spots in Liaoning.
7. Master standard Mandarin and insist on serving customers in Mandarin.
8, master the room service work commonly used English, and can simply answer.
Second, the training requirements and contents:
Chapter 1 Overview of Room Products
Training requirements:
1, which can describe the types of guest rooms and their equipment and supplies.
2. Understand the basic tasks of housekeeping department.
3, clear room attendant's job responsibilities and quality requirements.
Training content:
I. Types and characteristics of guest rooms
1. Rooms of various types and functions
2. Facilities and equipment.
3. Type, quantity and arrangement of room supplies
Second, the organization and tasks of the housekeeping department
1. Organization and post setting of housekeeping department
2. The basic tasks of housekeeping department
Three, room attendant job responsibilities and quality requirements
1, job responsibilities of room attendant
2, room attendant quality requirements
Chapter II Room Cleaning Service
Training requirements:
1, master the standard requirements for daily cleaning of guest rooms.
2, master the floor cleaning plan implementation requirements.
3, the use and maintenance of cleaning supplies knowledge
Training content:
I. Room cleaning
1, general principles of cleaning work
2. Operating procedures and quality requirements for room cleaning
3. Precautions for guest room cleaning
Second, the cleaning plan
1, the concept of planned cleaning
2. Planned cleaning items and operation requirements
Third, cleaning appliances.
1. Types and functions of cleaning agents
2, the use and storage of cleaning tools
Chapter III Room Reception Service
Training requirements:
1, familiar with the content of room reception service.
2, master the room reception service procedures and requirements.
Training content:
I. Service preparation
1, understand the customer's situation.
Step 2 decorate the guest room
3, inspection work
Second, the floor welcome service
1, new guest
2. Old customers
Third, the guest service work
1, tourist service
2. Guest clothing service
3. Beverage service
4. Bed opening service
5. Rental of goods
6. Other services
Fourth, the guest check-out service
1, seeing off guests service
2, ward round work
Chapter IV Room Service Etiquette
Training requirements:
1, master the appearance requirements of hotel service personnel.
2. Master the polite language and operation etiquette of room service.
Training content:
First of all, appearance and manners.
1 instrument
Step 2 show up
Step 3: Ways
Second, language.
1, greeting
Step 2 greet
Step 3 answer
Third, the operation
1, see me off
2. Service operation
Chapter V Guest Room Safety Knowledge
Training requirements
1, with safety awareness.
2, master the basic knowledge of accident prevention and treatment.
3, master the requirements of occupational safety
Training content:
I. Overview of Hotel Safety
1, hotel safety content, key points and principles
2. Relevant laws and regulations
Second, the hotel safety management
1, guest accommodation requirements
2. Accommodation registration
3. Service and management of receiving visitors
4. Key management
5, the guest financial custody
6. Handling of wanted and notified by public security organs
7. Disposal of items left by guests
Third, fire protection knowledge
1, fire protection requirements
2, the main measures of fire prevention and extinguishing
3. Fire alarm signal system
4. Problems that should be paid attention to in case of fire.
Four. occupational safety
1, safe operation
2. Physical and mental safety
Chapter VI Tourism Geography (Liaoning Area)
Training requirements:
Familiar with the characteristics and orientation of various elements of tourism activities in Liaoning Province
Training content:
1, Liaoning cuisine
2. Living in Liaoning
3. A trip to Liaoning
4. A trip to Liaoning
5. Buy in Liaoning
6. Entertainment in Liaoning
Chapter VII English
Training requirements
Learn to use 100 sentences in common English and respond with simple polite expressions.
Training content:
1, familiar with general English sentence l00.
2. Simple courtesy response
Room Attendant Training Program (3)
1 objective: strengthen the professional knowledge and skills training of employees, improve the overall cultural quality of employees, and enable the trained waiters to have good professional ethics and code of conduct, and master the basic knowledge and operational skills of restaurant service.
Object: all the on-the-job service personnel in the hotel.
Training form: part-time, batch training.
Training content and setting: company management projects, professional quality of waiters, catering service skills, basic process of restaurant service, customer psychology and polite language.
In training, theoretical training, skill training and practical operation are combined. Students focus on hands-on, and often use scenario simulation to improve their interest in participation, and they can also hold lectures. After each stage, students can be evaluated through oral questions and answers, simulation operations and other forms.
5. Training time: Training will be conducted in two batches in turn, Monday, Wednesday and Friday at 8: 00 am-165438+0: 00 am, * * * 20 days.
Lecturer: The company employs excellent lecturers and practitioners.
7 funds: lecturer's lecture fee: 20,000 yuan.
Prop fee: 3,000 yuan
Venue fee: 4,000 yuan
Information fee: 5,000 yuan
Total: 32,000 yuan
8 Training control measures: In order to ensure the effective implementation of the training plan for new employees and ensure the safety during training, the training disciplines and requirements for new employees are formulated:
1. All new employees must report on time as required and must not be late;
2. After registration, you must obey the relevant requirements and management of induction training;
Don't go out at will during training. If you have something to go out, you must have a written leave slip and you can go out with permission.
4. Students should unite and help each other, care for each other and love each other to ensure the smooth completion of the training task.
5. Theoretical course training needs to strictly abide by classroom discipline, take notes carefully, and strive to learn the first lesson after entry.
Room Attendant Training Program (4)
Training requirements;
One: during the training period, the tooling and personnel are required to be clean and tidy.
Two: Hard objects such as mobile phones/cigarettes/keys and employees' three treasures are not allowed to be worn during the training.
Three: During the training, you are not allowed to joke, chat or fiddle, and report any problems loudly.
Through training, students can deeply understand the business philosophy of the enterprise, improve the comprehensive ability of customer service, and make customers completely satisfied with the quality service. Make every effort to build the service brand of Dongshan Hotel. Improve the service level of the hotel.
Four: when practicing the station, you should arrange the standard standing posture and position from high to low.
Theoretical knowledge courses account for 40% of the total class hours. The proportion of theoretical knowledge is: professional ethics 10%, basic knowledge 30%, making family meals 15%, cleaning furniture 15%, washing clothes 10%, and caring for pregnant women, parturients, infants, the elderly and patients 20%.
The training time is 60 minutes.
15 minutes: physical training for all staff: requirements for cross-erection (including price evaluation of a single room)
15 minutes: Use the courtesy language of the waiter's seat.
30 minutes: the trainer will suggest several waiters to actually operate the orientation process (the rest of the employees will continue to take shape).
Provided by the seat:
Obey the sanitary work arrangement before the leader opens the file, complete the work of tableware filling, seasoning preparation, table setting, scenery and environmental sanitation with good quality and quantity, and make all preparations in advance. As a whole, we should have an overall concept, cooperate with each other and help each other.
Good evening and welcome to the North Shore of Gold.
2. VIPs, do you have a reservation?
Hello, distinguished guest. What is the name or mobile phone number of the reservation?
Dear guests, hello. Can I arrange a China set meal for you?
5. The room rate is 348 yuan, and then 278 yuan is not invoiced. Do you think it's okay?
Those who apply to participate in the appraisal of intermediate workers must be engaged in this occupation 1 year or have obtained this occupation qualification certificate for more than 2 years.
Strategies to deal with fast-paced and slow-paced consumers. The speed at which consumers choose and buy goods is fast or slow. Generally speaking, for chronic consumers, salespeople should not be impatient or impatient because of long-term shopping; For keen consumers, sales staff should be cautious and steady about their hasty decisions without full consideration, and remind them appropriately to prevent them from regretting the return; Sensitive consumers have long known the performance and characteristics of the goods they need to buy, so they should make necessary preparations and have high requirements for the products. Salespeople should buy whatever they are required to buy, and don't introduce the performance and characteristics of the goods;
Hello, distinguished guest, this way to your room, please follow me.
7. How many distinguished guests are received on this floor?
Thank you, good evening, and welcome to the North Shore of Gold.
Hello, distinguished guest, please come to your room this way.
This is your room. Have a good time.
VT target language:
Good evening. Welcome to the North Shore of Gold. Has the distinguished guest made a reservation?
B 1。 Five people arranged a room for me.
A 1。 Hello, distinguished guest. Can I arrange intermediate packing for you? Can I not invoice 278 yuan after the discount of 348 yuan in the package?
B2。 There is room 2 1 1. Where is it?
A2。 Hello, VIP. What is the name or mobile phone number of the reservation?
{After the customer explains the information, the waiter checks with the host to confirm the room status}
Hello, VIP, your room is this way. Please follow me.
How many VIPs does an X floor receive?
Roger that. Thank you. Good evening. Welcome to the North Shore of Gold. Hello, distinguished guest, please come to your room. Have fun for you!
On-the-job training course adopts the combination of ability modules, and sets up seven training modules, such as company management project, professional quality of restaurant waiters, basic skills of catering service, wine service, serving and side dishes, changing tableware and basic process of restaurant service.
Room Attendant Training Program (5)
I. Description
This training plan is compiled according to the national vocational standards promulgated by the Ministry of Labor and Social Security.
Second, the training objectives
Through training, students can have a certain sense of service, fully understand the professional theoretical knowledge of junior room attendants, master the operational skills of this type of work, and reach the level of independent employment.
Third, the curriculum and training requirements
(A) professional theory
1, room product overview
2. Room cleaning service
3. Room service
4, room service etiquette
5, guest room safety etiquette
6. Tourism geography (Liaoning area)
7, foreign language knowledge
(2) Professional skills
1, service etiquette training
2. Room cleaning operation
3. Standard Mandarin