银都酒店培训及心得
At the beginning of January, we a 4 people by Louie (international) the clique outside hotel management company goes to silver the hotel has by a definite date of a month groom.Although time is a month only, but results quite abundant.Silver-colored the hotel of concerning foreign affairs or foreign nationals that the hotel is cla of a 5 stars, at official 1988 start busine, during early or late develop built family ” of Ba Shu of ” of hall of “ tea emperor, “ , “ to block ” of the hall that pull OK, “ to feed street ” to wait for new meal recreation establishment.Because capital investment turns to meal, face-lifting of reason guest room is decorated fail to catch up with in time, because etc of this guest room is acceary facilities is relatively obsolete, but wholesome state still very clean.Silver-colored the culture breath of the quality education that the hotel pays attention to employee very much and enterprise, these will be reflected somewhat in each respects.One, groom respect 1, of new employee groom into duty Louie (international) the hotel manages what the company takes new employee seriously very much to enter duty to groom, after every enter what counterjumper all needs to pa 3 days to groom, punish the respect such as consciousne of byelaw, service in order to learn the award of the hotel general situation, ethics training that serves personnel, hotel to be content, make come from the new employee of different culture setting hard, serve normative requirement operation according to the hotel, accord with the need that serves to the guest, the public house that keeps balanced serves level.Through grooming, make employee understands from already enterprise phylogeny, establish the service consciousne with consummate guest, make clear the duty of employee, raise consciousne of fire control safety.Previously, this hotel is to enter duty to groom, because groom,the teacher has one person only, often have too many visitors or busine to deal with so, create workload big and the aspect with very small effect, after be being discued through suggesting to reach for many times, change a month to groom centrally now, groom group by group, reduced cost of manpower, content already, it is better to was obtained again groom the effect.2, post is special groom Louie (international) station of hotel management company is special groom by silver 3 cla groom in light of the network, advocate if groom with the branch,be active, groom the ministry strengthens superintend and director to guide.Post is special groom specific aim is strong, but the of all kinds problem that the basis appears in the job, be like, serve the situation such as inexperience of ideal lag, skill, sectional example adviser can use the meeting before the cla or sectional regular meeting, have special topic tuitional or field work, or centralized study, try in time to rectify and reform.Another kind grooms a basis groom the theme of ministry make known to lower levels grooms plan, undertake grooming, undertake by qualitative check ministry basic level is checked, if do not groom,reach the designated position, criterion often the query that employee does not answer to give qualitative check staff, not capable to grooming branch has exposure.Sectional post grooms for example, this year Feburary, room Wu ministry began ” of skill of “ guest complaint handling, “ downstage the communication ” with concerned branch, “ , ” of negative case analysis, “VIP recieves program ” to wait; Meal ministry began “ aggrandizement to serve knowledge of menu of Spring Festival of recognizant ” , “ and promotion to groom ” of knowledge of water of wine of ” , “ , “VIP recieves the content such as as normative as the service ” .Special grooming is give priority to body with whole restaurant, began “ to serve second line of 12 fast ” , “ to serve ” , “ for a gleam of Louie
(international) of the content such as ” of hotel brand content groom.This kind grooms time is decided oneself by departmental door, the theme is concentration of outstanding, personnel, profeional strong, those who obtain groom the effect is relatively apparent.3, build a network to groom systematic way is easy (international) hotel management company is guaranty domino effect, published company management to groom should order one article, abiding by “ controller is the principle of ” of the person that example guides, silver-colored the hotel built 3 cla to groom origanization construction made relevant obligation.Specific for, general manager namely total example adviser, group leader of chief inspector of each greater part, manager, squad is departmental door and adviser of example of team and group, body part cla manages, each department its duty, form disparate arrangement of ideas, cover whole public house groom administrative network.The key that works according to grooming, made refined demand.It is to should be made groom working plan, include to groom the purpose of the plan, content, attend personnel, place, timeline, anticipate the effect, charge to wait; The 2 control that are trends wanting Ren, groom namely of the job fulfil, include to groom working report, groom executive circumstance of the job, groom working examination.3 it is to build groom the data-base of personnel.4, way of perfect qualitative check system is easy (international) hotel management company is good to catch overall quality, set director of one qualitative check only, combinative hotel is actual circumstance, build qualitative check network, form the administrative pattern with strict construction.Qualitative check group is opposite regularly inside the hotel, outside undertake checking, discover a problem, undertake inducing, advance focal point of next month servive routine; Pledge at the same time check ministry with groom the ministry has Ji ground couple, supplement each other, to grooming the aement of performance has main effect.Particular way: Qualitative check ministry has qualitative check, advance new service focal point, groom ministry follow-up grooms content, fulfil, qualitative check ministry undertakes checking again, form …… to pledge check —— grooms —— is again qualitative the good loop of …… of check —— retraining.2, human affairs respect 1, personnel staff is silver-colored the hotel has 306 guest room, 1483 pieces of eat, staff personnel 740 people, organizing 732 people actually, among them 34 people of trainee.At present guest room personnel weaves 217 people, actual personnel is 198 people, 5 people of trainee; Meal ministry weaves 352 people, real authorized strength 344 people, 29 people of trainee, year capacity of average personnel flow is in 30% the left and right sides.In recent years, silver-colored hotel by economy brilliant period enters trough gradually, to reduce personnel expenditure, avoid overstaffed, this hotel was carried out cut down the member of persons employed, by former 1200 people are decreased now 730 people.Current, ” of shop of “ Shanghai food already was carried out contract, the busine index of busine accounting branch, also index of busine accounting choose and employ persons, give according to in finished state extend corresponding proportional bonus, be responsible for a task unit until it is completed namely bonus.2, staff invite applications for a job flows as a result of personnel, bring about post to be short of make up, louie (international) hotel management company needs according to the branch, seasonable invite applications for a job, avoid to affect the service quality of each busine point.Acquire a talent with 2 kinds of ways commonly: It is from in-house invite applications for a job, through rising job, relieve guard wait for means; 2 it is to pa service market to be hired to the society.Hiring a program is hold the post of primary election by person victim first, undertake interview by use branch next, final B cla is examined and approve
directly by manpower resource chief inspector with next personnel, personnel of cla A above is examined and approve by general manager.3, company culture construction is silver-colored the hotel is organized without party, labour, group, because this is the matters concerned of a few logistics that treats good employee, created staff work department technically, the job such as get-together of birthday of responsible government nursery school, dormitory, employee, employee.To abound the spare cultural life of employee, set the reading room that a 4 square metre control only, one part is bought for restaurant place, employee of partial criterion appeal contributes a book.Change to reflect hotel human nature, overall quality management, the near future put forward “ second line to be service of a gleam of again, serve the concept of ” for the guest namely.This inn is qualitative at the same time check, groom, staff work ministry is collective resume publication “ silver-colored family “ .4, construction of organization of ministry of security personnel of security personnel job is strict, system perfect, post is clear, highly disciplined.Although personnel has 20 much people only, but provide safe safeguard for the hotel with the service level of high quality however.Silver-colored the member that the hotel asks to ensure public security wants busine to want to have a good command of not only, and also want to master to knowledge of customer service Wu.Louie (international) hotel management company grooms cla of knowledge of guest of ceremony of the member that the ministry is security personnel philtrum technically to offer security personnel, the member that at the same time the requirement ensures public security must everybody collects a word to take an exam through basic English.Personnel of security personnel of organization of ministry of every months of security personnel undertakes fire control grooms, organize knowledge of fire control of staff of whole public house every year, organize imitate of hotel fire control every year to learn, and do often tell, often say, be have an objective only: Serve for each client better.
