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1、FrontFront OfficeOffice TrainingTraining PlanPlan (AM(AM & & GRO)GRO) NOVOTEL XIN HUA WUHAN AugustSeptemberOctober Training Tasks15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31123456789 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30123456789 10 11 12 13 14 Week 6Week 5Week 4Week 3

2、Week 2Week 1Week 1Week 2 F/O Orientation Service Standard Guest Relation Product Knowledge Telephone Courtesy Departure Calls & Late C/O Request Job Description Grooming & Presentation P&P Room Configuration City Tour Information Orientation-H/R Dept Introduction Show Room Fire Prevention VIP Proced

3、ure Vip Room Blocking VIP Room Inspection Escorting & Registering VIPS Onward Room Reservation Rebate & Paid out Handing Express Departure Long Stay Guest Credit Card&CHQ&Cash Limo & Restaurant Booking How to Fill R.C Mast key Procedure Daily report procedure Lost & Found SOP Roll play Accor Advanta

4、ge Plus H/R Saving & Recying ,First Aid H/R Servic Standard 1 Communication skill Guest Items Storage Leave Message Discrepancy Report Key Authorization Accepting Guest Complain Complain Handling Guest Room Double Locking Minibar Control & Room Upgrading Folio Check & Skipper Handling Training Tasks

5、15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31123456789 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30123456789 10 11 12 13 14 Week 6Week 5Week 4Week 3Week 2Week 1Week 1Week 2 Late Check Out & No Show General Maitance & Repairing Emergency Handling H/R Servic Standard 2 H/R Produ

6、ct knowledeg Testing Safe Deposit Box Breaking Room Inspecting & Walk Through Rate Code & Market Code Testing & Review Fidelio Down Time Schedule PSB System training F/C&F/B Procedure Ving card system Operating The Credit Machine Exchange Bank Training Cashier Over & Shortage Simulation MONTHJULYAUG

7、UST DATE15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 3112345678 TRAINING TASKS 1GREETING AND WELCOME VIPS 2VIP ROOM BLOCKING 3VIP ROOM INSPECTION 4ESCORTING AND REGISTERING VIPS 5COURTESY CALLS 6DEPARTURE CALLS AND LATE CHECK OUT REQUESTS 7ONWARD ROOM RESERVATION 8HANDLING EXPRESS DEPARTURE 9CONDUCTING SHOW ROOM 10HANDLING GUEST COMPLAINTS 11ACCEPTING

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