入職培訓(xùn)計(jì)劃PARTI(長(zhǎng)沙皇冠假日)

1、CROWNE PLAZYCITY CENTER CHANGSHA 長(zhǎng)沙皇冠假日酒店Crowne Plaza City Center Changsha New Staff Orientation ManualPart I長(zhǎng)沙皇冠假日酒店新員工入職培訓(xùn)手冊(cè)第一部分CROWNE PLAZA"CITY CENTER CHANGSHA長(zhǎng)沙皇気假且酒店Hotel Orientation Manual酒店入職培訓(xùn)手冊(cè)Foreword to the Training Manager 培訓(xùn)經(jīng)理前言The first weeks of a new staff members' employmen

2、t at your Hotel are the most critical in terms of setting the standards for the time they will work for you.新員工入職的第一個(gè)星期對(duì)于酒店來講是決定員工工作標(biāo)準(zhǔn)的一個(gè)重要臨界點(diǎn)。Correct and comprehe nsive orie ntati on of each and every new member of staff is one of our key resp on sibilities as training professi on als. The prese nt

3、ati on of a high quality programme will also present the Hotels' Human Resource Department in a positive light from the start.作為專業(yè)培訓(xùn)員，準(zhǔn)確和綜合的新員工培訓(xùn)計(jì)劃是你的主要工作職責(zé)。高質(zhì)量的培訓(xùn) 課程的演繹是展示酒店人力資源部形象的一個(gè)好的開始。The following manual is designed to provide you with a basis for your Hotels' orientation programme and

4、 to en sure we mai nta in the same high sta ndards for all orie ntati on programmes throughout the Compa ny.以下手冊(cè)是專門用作酒店入職培訓(xùn)，同時(shí)也保證高標(biāo)準(zhǔn)的其他酒店入職培訓(xùn)項(xiàng)目。Using this manual使用本手冊(cè)While the basis of each module is in cluded you will n eed to spe nd some time going through the manual and customis ing it to your ow

5、n Hotel. Disks are provided to en able you to do this.本手冊(cè)包含各個(gè)基礎(chǔ)部門，所以需要花費(fèi)時(shí)間全部熟悉，并根據(jù)各個(gè)酒店不同情況使 用。The first section contains an overview along with a "to do" list which outlines what you will need to do to customise the modules before you run them.第一部分包含一份“需要做的”清單，需要在使用前根據(jù)情況因地制宜的使用。It may not

6、be appropriate to run some modules for your Hotel. Please omit these modules according to your Hotel ' s needs.如有不適應(yīng)用的部分，可根據(jù)酒店需求忽略。Each area of this manual is importa nt and will require con sta nt check ing and updati ng to mai ntai n sta ndards.本手冊(cè)各個(gè)部分都很重要，為保重標(biāo)準(zhǔn)，需要持續(xù)的更新檢查。Utilizing Alternative

7、 Tutors 使用不同的培訓(xùn)員Utilizing alternative tutors/trainers to deliver different modules will help maintain interest in the Orientation Programme for the delegates, you and the other trainers. 使用不同的培訓(xùn)員來演繹不同的部分可以讓課程更加有趣。Due to the nature of the Orientation Programme, it is often best to have the experts pr

8、esent the module relevant to their area. Orientation also provides a good opportunity for you to develop the training skills of other members of the team. 根據(jù)入職培訓(xùn)的特性，通常應(yīng)邀請(qǐng)專業(yè)人事進(jìn)行專業(yè)部門的講解， 入職培訓(xùn)同樣可以 給團(tuán)隊(duì)中其他成員演繹自己培訓(xùn)技能的機(jī)會(huì)For some modules, e.g. Grooming, Telephones you may wish to use an external consultant,

9、 providing they are aware of and sensitive to your Hotel culture this is a good way of increasing the variation of tutors used and easing your workload! 某些部分，如，儀容儀表、電話禮儀，你可邀請(qǐng)一些外部顧問，這樣你的培訓(xùn)員就會(huì) 比較多樣化，這樣也可以適當(dāng)減輕你的工作量。However there are a few requirements any potential tutor must meet: 一些有潛力的培訓(xùn)員也可以參與到入職培訓(xùn)中

10、來。?Firstly they must hold a current Group Training, Train the Trainer Certificate orequivalent qualification 首先必須為這些培訓(xùn)員舉行相關(guān)的團(tuán)隊(duì)培訓(xùn)，培訓(xùn)培訓(xùn)員或其他相關(guān)培訓(xùn)。?They must be available on a regular basis to fit in with your Orientation Schedule他們的工作時(shí)間必須能夠和入職培訓(xùn)相適應(yīng)。?You must be confident that their training will be of t

11、he standard you require for thisprogramme 你必須對(duì)他們課程演繹的標(biāo)準(zhǔn)有信心。Suggested tutors for each module are listed in the module overview section of the modules. 在以下相關(guān)部分中一些可以邀請(qǐng)的培訓(xùn)員都有相應(yīng)介紹。Setting your Agenda安排你的日程Employees will start on Orientation and it is completed within the first 30 days.Orien tati on will

12、take the form of both on-job and off-job training sessi ons.新員工的入職培訓(xùn)要求在入職的30天內(nèi)完成。入職培訓(xùn)包含脫崗和在崗培訓(xùn)兩部分MANUAL 1 手冊(cè) 1Off-Job orientation for ALL new starters con sists of所有新入職員工的脫崗培訓(xùn)包含以下方面：* A three-day modular programme outl ined which must be completed with in the first four weeks of employme nt.在入職的第一個(gè)月

13、必須完成三天的新員工入職培訓(xùn)。* A debrief of -H6une Experie nee ' should take place with in four weeks of its completi on. 在第一個(gè)月的培訓(xùn)完成后，需要進(jìn)行相關(guān)培訓(xùn)報(bào)告MANUAL 2 手冊(cè) 2On-Job Orientation for ALL new starters con sists of對(duì)于所有的新員工，在崗培訓(xùn)包括：* Departme nt Orie ntati on to be completed on the first day of employme nt 加入部門的第一天必

14、須完成部門入職培訓(xùn)。 Initial Training plan to cover the first two weeks of employment入職的頭兩個(gè)星期必須準(zhǔn)備和完成一份初始培訓(xùn)計(jì)劃。 Management Orientation to be run for all Line Managers and above within the first week of employme nt.對(duì)于一線部門經(jīng)理和以上級(jí)別人員需要在入職的第一個(gè)星期完成相關(guān)管理級(jí)入職培 訓(xùn)。Optional Modules should be run for specific employees as ap

15、propriate可選擇的部分，可在需要的時(shí)候選用 New Starter Cross Exposure (opti on al)新員工交叉培訓(xùn)(備選)* Orie ntati on for Casual Workers should be run for all casual employees on the first day of employme nt.臨時(shí)工在入職的第一天也需要參加入職培訓(xùn)* Dan gerous Kitche n Mach inery should be run for all employees who are in con tact with kitche n

16、machi nery. This module should be run prior to use of the mach in ery.廚房員工需要進(jìn)行廚房危險(xiǎn)機(jī)器安全操作培訓(xùn)。Orientation Programme Timings 入職培訓(xùn)時(shí)間安排MANUAL 2 手冊(cè) 2Off-Job orientation for ALL new starters con sists of所有新入職員工的脫崗培訓(xùn)包含以下方面：* A three-day modular programme outl ined which must be completed with in the first fo

17、ur weeks of employme nt.在入職的第一個(gè)月必須完成三天的新員工入職培訓(xùn)。* A debrief of -H6une Experie nee ' should take place with in four weeks of its completi on.在第一個(gè)月的培訓(xùn)完成后，需要進(jìn)行相關(guān)培訓(xùn)報(bào)告Orientation Programme Timings 入職培訓(xùn)時(shí)間安排Module NumberModule TitleDurationOff Job Orientation 脫崗培訓(xùn)1In troducti on - About this book 介紹30 m

18、i ns2Welcome by Ge neral Ma nage總經(jīng)理歡迎20 mi ns3In troducti on to In terC ontinen tal Hotels Group " 洲際集團(tuán)介紹f1 hour4Our Ow ning Compa ny (where appropriate) 業(yè)主公司介紹(如果需要的話)10 mi ns5In troducti on to Our Hotel 酒店介紹20 mi ns6You are our Customers -Terms and Conditions of Employme nt 服務(wù)我的客人30 mi ns7Tra

19、i ning Opport un ities 培訓(xùn)機(jī)會(huì)30 mi ns8Occupati onal Health & Safety 職業(yè)健康和安全180 mi ns9Fire Trai ning 防火培訓(xùn)60 mi ns10Security 安全培訓(xùn)20 mi ns11Hotel Tour and Product Kno wledge 參觀酒店和產(chǎn)品知識(shí)90 mi ns12Marketi ng 市場(chǎng)20 mi ns13Priority Club 優(yōu)悅會(huì)45 mi ns14Grooming and Hygie ne60 mins儀容儀表和衛(wèi)生15Teleph one and Pagers

20、電話和傳呼60 mi ns16In troducti on to Stan dards 標(biāo)準(zhǔn)介紹90 mi ns17Customer Service Program (ITCS) 顧客服務(wù)項(xiàng)目8 hours18Orien tati on Review 回顧復(fù)習(xí)60 mi ns19En vir onmen tal Issue (Opti on al) 環(huán)境保護(hù)(備選)20 mi ns20In-H ouse experie nee debrief (Opti on al) 店內(nèi)經(jīng)驗(yàn)回顧(備選)40 mi ns21Local City Orien tati on debrief (Opti on a

21、l) 當(dāng)?shù)爻鞘薪榻B(備選)40 mi nsOn Job Orientation在崗培訓(xùn)22Departme nt Orien tation部門入職培訓(xùn)3 hours23In itial Trai ning Pla n初始培訓(xùn)計(jì)劃2 weeks24Man ageme nt Orie ntati on管理級(jí)入職培訓(xùn)3 hoursOptional Modules 可選部分25New Starter Cross Exposure新 員工交叉培訓(xùn)various26Orie ntation for Casual Workers 臨時(shí)工培訓(xùn)1 hour27Dan gerous Kitche n Machi

22、nery危險(xiǎn)廚房機(jī)器的操作1 hourHandouts 手冊(cè)Where appropriate han dout outl ines are in eluded. 需要準(zhǔn)備一份完善的員工手冊(cè)作為培訓(xùn)支持。A PowerPo int based workbook with con solidati on questi ons is provided for specific off job training modules in Manual Two.參照后附PPT演示文檔。Handouts 手冊(cè)Where appropriate han dout outl ines are in eluded

23、.需要準(zhǔn)備一份完善的員工手冊(cè)作為培訓(xùn)支持。If your Hotel does not have a Handbook you should discuss this with your Personnel colleagues and will n eed to develop one, or in the short term produce extra han douts. 如沒有員工手冊(cè)，需要有相關(guān)材料輔助。A PowerPo int based workbook with con solidati on questi ons is provided for specific off

24、job training modules in Manual Two.參照后附PPT演示文檔。Review and Evaluation 回顧和評(píng)估As with all training the Orientation Programme will need reviewing to evaluate its effectiveness. Listed below are some suggested tools for you to utilise. Remember you will n eed to evaluate the effective ness in both short a

25、nd Ion ger terms.所有的入職培訓(xùn)項(xiàng)目都需要進(jìn)行回顧和評(píng)估以檢驗(yàn)培訓(xùn)的有效性。以下有一些方法可 供你選擇，記住，你需要從短期和長(zhǎng)期來檢驗(yàn)培訓(xùn)的有效性。+ Quiz games at the end of each day to check lear ning每天進(jìn)行小測(cè)驗(yàn)+ Post orie ntatio n questi onn aires give n to staff (see module 30)發(fā)給員工入職調(diào)查文娟+Mon itori ng labour tur no ver in first 3 mon ths of employme nt掌握頭三個(gè)月的勞動(dòng)力流失率

26、+Guest comme nts i.e. service received from new staff客人意見。如：新員工的服務(wù)Orientation Programme 入職培訓(xùn)項(xiàng)目Mission Statement企業(yè)使命宣言Develop employees who will be committed to InterContinental Hotels Group and its culture. 發(fā)展洲際酒店集團(tuán)忠實(shí)的員工。This Programme is an integrated process carefully linking training, management

27、philosophy, tech ni cal systems and operati ng procedures. Employees will be provided with esse ntial core skills during their initial training period with the Company.這個(gè)培訓(xùn)項(xiàng)目是針對(duì)培訓(xùn)、管理哲學(xué)、技術(shù)系統(tǒng)和運(yùn)作程序的一個(gè)綜合過程。在初始 培訓(xùn)計(jì)劃中需要提供給相關(guān)的、員工基本核心的技能。CROWNE PLAZA1CITY CENTER CHANGSHA長(zhǎng)沙皇冠假日酒店ORIENTATION CHECKLISTS入職培訓(xùn)檢查表

28、Employees should receive a schedule, which should in elude all modules that the delegate will atte nd. On completi on this schedule should be sig ned by the Trainer and the Trainee and can be used as a training record.員工需要有一份日程表，包括所有員工需要參加的項(xiàng)目，作為培訓(xùn)的結(jié)束，日程安排 需要有培訓(xùn)員和員工雙方的簽名確認(rèn)，同時(shí)這個(gè)也可以用作培訓(xùn)記錄。CONTENTS 內(nèi)容Sa

29、mple Orie ntation Schedule入 職日程樣本Off-Job Orie ntation Checklist脫崗入職培訓(xùn)檢查表On-Job Orientation Checklist在崗入職培訓(xùn)檢查表New Employee In troductio n Checklist（ Gen era）新員工入職培訓(xùn)檢查表（綜合）The Trai ning Man ager or Huma n Resources Man ager should keep a record of atte ndance for all delegates.培訓(xùn)經(jīng)理和人力資源經(jīng)理需要保存一份所有參與者的出

30、勤記Off-JOB ORIENTATION SCHEDULE入職培訓(xùn)日程樣本Subject 項(xiàng)目Time時(shí)間Date日期Venue地點(diǎn)Supervisor/Trainer 主管/培訓(xùn)員Off-Job Orientation脫崗入職培訓(xùn)In troducti on - About this book介紹Welcome by the Gen eral Man ager 總經(jīng)理歡迎In troducti ons to In terC on ti nen talHotels Group 洲際酒店集團(tuán)介紹Our Owing Compa ny我們的業(yè)主公司In troducti on to our Hot

31、el我們酒店介紹You are our Customers - Terms andCon diti ons of Employme nt 你是我們的客人-雇傭條件Training Opportu nities培訓(xùn)機(jī)會(huì)Occupati onal Health and Safety 職業(yè)健康Fire Trai ning消防培訓(xùn)Security安全培訓(xùn)09.00 -18.00Trai ning Room 培訓(xùn)室Trai ning Officer培訓(xùn)主任Ge neral Ma nager/ HRD 總經(jīng)理/人力資源總監(jiān)Training Man ager培訓(xùn)經(jīng)理Pers onnel Man ager人事

32、經(jīng)理Trai ning Officer培訓(xùn)經(jīng)理Pers onnel Man ager人事經(jīng)理Trai ning Officer培訓(xùn)經(jīng)理Pers onnel Man ager人事經(jīng)理Security Man ager保安經(jīng)理Hotel Tour and Product Kno wledge 參觀酒店和產(chǎn)品知識(shí)Marketi ng市場(chǎng)Priority Club優(yōu)悅會(huì)Grooming and Hygie ne儀容儀表和衛(wèi)生Telepho ne and Pagers電話和傳呼09.00 -18.00Trai ning RoomHead Con cierge首席禮賓司Sales Man ager/ Director of Sales 銷售經(jīng)理/銷售總監(jiān)Front Office Man ager前廳經(jīng)理Trai ning Officer培訓(xùn)主任Switch Operator總機(jī)主管Customer Service Program - Be My Guest顧客服務(wù)-服務(wù)我的客人Make it Happen ”夢(mèng)想成真Crow ne Plaza CORE Value and Missi on Stateme nt皇冠假日“核心價(jià)值觀”和企業(yè)使 命宣言O(shè)rien tati on Review復(fù)習(xí)Training Man ager 培訓(xùn)經(jīng)理T