萬豪酒店房務(wù)部籌開培訓計劃

1、monthly departmental training plan& report/部門月度培訓計劃及報告時時段段duration:2012年11月16日至2012年12月25日大大部部門門division: 房務(wù)部分分部部門門department: 前廳部-大堂副理更更新新日日期期updated on:20122012年年1111月月8 8日日培培訓訓計計劃劃training plan培培訓訓報報告告training report no.培訓課程training courses 培訓需求分析tna培訓員trainer 培訓地點venue培訓日期date 培訓時間段time參加人數(shù)p

2、articipantspax實際培訓日期actualdate 實際培訓時間actualtime 實際參加人數(shù)actualparticipants pax 實際培訓小時數(shù)actualtraining hours總的培訓小時數(shù)totaltraininghours 狀態(tài)status 培訓員評估trainersevaluation考試成績quiz原因reason培訓員簽字trainerssignature ftftcondcxldinc1迎新大會o培訓部四技校2012.11.16 9:00-11:002新員工軍訓o培訓部四技校2012.11.16-2012.11.1708:00-12:00/14:00

3、-17:303入職培訓（第一批）o培訓部四技校2012.11.19-2012.11.2108:00-12:00/14:00-17:304部門組織結(jié)構(gòu)圖o前廳部經(jīng)理四技校2012.11.22 8:00-9:005工作職責o前廳部經(jīng)理四技校2012.11.22 9:10-10:106行為準則o前廳部經(jīng)理四技校2012.11.23 8:00-9:007個人形象o前廳部經(jīng)理四技校2012.11.23 9:10-10:108待客禮儀o前廳部經(jīng)理四技校2012.11.23 14:00-15:009接聽電話o前廳部經(jīng)理四技校2012.11.23 15:10-16:1010特殊賓客o前廳部經(jīng)理四技校2012.

4、11.26 8:00-9:0011電話使用方法及計費o前廳部經(jīng)理四技校2012.11.26 9:10-10:1012賓客安全o前廳部經(jīng)理四技校2012.11.26 14:00-15:0013郵件及包裹o前廳部經(jīng)理四技校2012.11.26 15:10-16:1014緊急事件處理o前廳部經(jīng)理四技校2012.11.27 8:00-9:0015登記重要性o前廳部經(jīng)理四技校2012.11.27 9:10-10:1016登記信息o前廳部經(jīng)理四技校2012.11.27 14:00-15:0017登記程序o前廳部經(jīng)理四技校2012.11.27 15:10-16:1018付款方式o前廳部經(jīng)理四技校2012.1

5、1.28 8:00-9:0019賓客留言o前廳部經(jīng)理四技校2012.11.28 9:10-10:1020入住辦理o前廳部經(jīng)理四技校2012.11.28 14:00-15:0021回頭客計劃o前廳部經(jīng)理四技校2012.11.28 15:10-16:1022賓客賬戶管理o前廳部經(jīng)理四技校2012.11.29 8:00-9:0023現(xiàn)金處理程序o前廳部經(jīng)理四技校2012.11.29 9:10-10:1024退房程序o前廳部經(jīng)理四技校2012.11.29 14:00-15:0025關(guān)帳程序o前廳部經(jīng)理四技校2012.11.30 8:00-9:0026禮儀描述o前廳部經(jīng)理四技校2012.11.30 9:

6、10-10:1027團隊信息處理o前廳部經(jīng)理四技校2012.11.30 14:00-15:0028市場&房價類型劃分o前廳部經(jīng)理四技校2012.12.03 8:00-9:0029報表制作o前廳部經(jīng)理四技校2012.12.03 9:10-10:1030預定信息o前廳部經(jīng)理四技校2012.12.03 14:00-15:0031賓客滿意度o前廳部經(jīng)理四技校2012.12.03 15:10-16:1032賓客類型o前廳部經(jīng)理四技校2011.12.04 8:00-9:0033應(yīng)急措施o前廳部經(jīng)理四技校2011.12.04 9:10-10:1034員工工作行為監(jiān)督及回顧o前廳部經(jīng)理四技校2011.

7、12.04 14:00-15:0035溝通渠道o前廳部經(jīng)理四技校2011.12.04 15:10-16:1036評估程序o前廳部經(jīng)理四技校2012.12.05 8:00-9:0037班表/時間管理o前廳部經(jīng)理四技校2012.12.05 9:10-10:1038輔導技巧o前廳部經(jīng)理四技校2012.12.05 14:00-15:0039房態(tài)差異o前廳部經(jīng)理四技校2012.12.05 15:10-16:1040房間余額不足o前廳部經(jīng)理四技校2012.12.06 8:00-9:0041封房o前廳部經(jīng)理四技校2012.12.06 9:10-10:1042電梯失控o前廳部經(jīng)理四技校2012.12.06 1

8、4:00-15:0043深夜訪客o前廳部經(jīng)理四技校2012.12.06 15:10-16:1044賓客物品招領(lǐng)o前廳部經(jīng)理四技校2012.12.07 8:00-9:0045貴重物品保管o前廳部經(jīng)理四技校2012.12.07 9:10-10:1046外宿房間o前廳部經(jīng)理四技校2012.12.07 14:00-15:0047賓客長時間外出o前廳部經(jīng)理四技校2012.12.07 15:10-16:1048客房貴重物品遺留o前廳部經(jīng)理四技校2012.12.10 8:00-9:0049房間搜索o前廳部經(jīng)理四技校2012.12.10 9:10-10:1050dnd處理o前廳部經(jīng)理四技校2012.12.10

9、 14:00-15:0051dnd報表o前廳部經(jīng)理四技校2012.12.10 15:10-16:1052賓客物品遺失o前廳部經(jīng)理四技校2012.12.11 8:00-9:0053電力問題o前廳部經(jīng)理四技校2012.12.11 9:10-10:1054炸彈威脅o前廳部經(jīng)理四技校2012.12.11 14:00-15:0055火警o前廳部經(jīng)理四技校2012.12.11 15:10-16:1056疏散o前廳部經(jīng)理四技校2012.12.12 8:00-9:0057延遲退房o前廳部經(jīng)理四技校2012.12.12 9:10-10:1058公共區(qū)域秩序維護o前廳部經(jīng)理四技校2012.12.12 14:00-

10、15:0059處理醉酒客人o前廳部經(jīng)理四技校2012.12.12 15:10-16:1060處理暴力事件o前廳部經(jīng)理四技校2012.12.14 8:00-9:0061賓客/員工意外傷害o前廳部經(jīng)理四技校2012.12.14 9:10-10:1062賓客死亡o前廳部經(jīng)理四技校2012.12.14 14:00-15:0063滿房o前廳部經(jīng)理四技校2012.12.17 8:00-9:0064酒店財產(chǎn)損壞o前廳部經(jīng)理四技校2012.12.17 9:10-10:1065客房布置表o前廳部經(jīng)理四技校2012.12.17 14:00-15:0066減免&現(xiàn)金支出o前廳部經(jīng)理四技校2012.12.18

11、 8:00-9:0067賓客喜好表o前廳部經(jīng)理四技校2012.12.18 9:10-10:1068無水/無熱水賓客投訴o前廳部經(jīng)理四技校2012.12.18 14:00-15:0069準備貴賓鑰匙o前廳部經(jīng)理四技校2012.12.19 8:00-9:0070賓客關(guān)系處理o前廳部經(jīng)理四技校2012.12.19 9:10-10:1071禮儀電話&賓客建議o前廳部經(jīng)理四技校2012.12.19 14:00-15:0072歡迎電話o前廳部經(jīng)理四技校2012.12.21 8:00-9:0073租車服務(wù)o前廳部經(jīng)理四技校2012.12.21 9:10-10:1074賓客關(guān)系-高賣技巧o前廳部經(jīng)理四

12、技校2012.12.24 8:00-9:0075訪客要求面見管理層o前廳部經(jīng)理四技校2012.12.24 9:10-10:10總總的的培培訓訓小小時時total training hours 0本本月月部部門門人人數(shù)數(shù)mtd department headcount 15每每個個員員工工的的小小時時數(shù)數(shù)training hours/associate 0培培訓訓需需求求分分析析詳詳解解：r= 糾糾正正性性培培訓訓m= 法法律律要要求求進進行行的的培培訓訓o= 滿滿足足營營運運需需求求的的培培訓訓d = 有有助助于于員員工工發(fā)發(fā)展展的的培培訓訓tna legend:r = remedial (c

13、orrective training) m = mandatory (required by law) o = obligatory (to meet business needs)d = development (for staff development)狀狀態(tài)態(tài)詳詳解解：cond(conducted) = 按按計計劃劃已已實實施施cxld(cancelled) = 計計劃劃，但但取取消消inc(incomplete) =計計劃劃并并已已實實施施，但但沒沒有有考考試試及及培培訓訓員員評評估估t=實實習習生生f=正正式式工工status legend: cond(conducted) =sc

14、heduled training session that has been conducted cxld(cancelled) = scheduled training session that has been cancelledinc(incomplete) = schedule training session thathas been conducted but does not have the followingrequirements: quiz / couse-end feedbackt=traineef=full time 提交submitted by:批準aprroved

15、 by: 審核reviewed by: 部門培訓員部門總監(jiān)/部門經(jīng)理培訓經(jīng)理department trainerdivision/department headtraining managermonthly departmental training plan& report/部門月度培訓計劃及報告 時時段段 duration:2012年11月15日至2012年12月25日大大部部門門division: 房務(wù)部分分部部門門department: 前廳部-前臺接待/預訂更更新新日日期期updated on:20122012年年1111月月8 8日日培培訓訓計計劃劃training pla

16、n培培訓訓報報告告training report no.培訓課程training courses 培訓需求分析tna培訓員trainer 培訓地點venue培訓日期date 培訓時間段time參加人數(shù)participantspax實際培訓日期actualdate 實際培訓時間actualtime 實際參加人數(shù)actualparticipants pax 實際培訓小時數(shù)actualtraining hours總的培訓小時數(shù)totaltraininghours 狀態(tài)status 培訓員評估trainersevaluation考試成績quiz原因reason培訓員簽字trainerssignatur

17、e ftftcondcxldinc1迎新大會o培訓部四技校2012.11.16 9:00-11:002新員工軍訓o培訓部四技校2012.11.16-2012.11.1708:00-12:00/14:00-17:303入職培訓（第一批）o培訓部四技校2012.11.19-2012.11.2108:00-12:00/14:00-17:304部門組織結(jié)構(gòu)圖o前廳部經(jīng)理四技校2012.11.22 8:00-9:005工作職責o前廳部經(jīng)理四技校2012.11.22 9:10-10:106行為準則o前廳部經(jīng)理四技校2012.11.23 8:00-9:007個人形象o前廳部經(jīng)理四技校2012.11.23 9

18、:10-10:108待客禮儀o前廳部經(jīng)理四技校2012.11.23 14:00-15:009接聽電話o前廳部經(jīng)理四技校2012.11.23 15:10-16:1010特殊賓客o前廳部經(jīng)理四技校2012.11.26 8:00-9:0011電話使用方法及計費o前廳部經(jīng)理四技校2012.11.26 9:10-10:1012賓客安全o前廳部經(jīng)理四技校2012.11.26 14:00-15:0013郵件及包裹o前廳部經(jīng)理四技校2012.11.26 15:10-16:1014緊急事件處理o前廳部經(jīng)理四技校2012.11.27 8:00-9:0015登記重要性o前廳部經(jīng)理四技校2012.11.27 9:10

19、-10:1016為賓客辦理入住程序o前廳部經(jīng)理四技校2012.11.27 14:00-15:0017賓客賬戶管理o前廳部經(jīng)理四技校2012.11.27 15:10-16:1018為賓客辦理退房程序o前廳部經(jīng)理四技校2012.11.28 8:00-9:0019延遲退房o前廳部經(jīng)理四技校2012.11.28 9:10-10:1020賓客留言o前廳部經(jīng)理四技校2012.11.28 14:00-15:0021關(guān)帳程序o前廳部經(jīng)理四技校2012.11.28 15:10-16:1022如何交接現(xiàn)金o前廳部經(jīng)理四技校2012.11.29 8:00-9:0023如何處理續(xù)住及換房換價o前廳部經(jīng)理四技校2012

20、.11.29 9:10-10:1024認識 item codeo前廳部經(jīng)理四技校2012.11.29 14:00-15:0025如何將單據(jù)入賬o前廳部經(jīng)理四技校2012.11.30 8:00-9:0026如何檢查團賬o前廳部經(jīng)理四技校2012.11.30 9:10-10:1027如何處理 pre-issue check outo前廳部經(jīng)理四技校2012.11.30 14:00-15:0028如何處理停電、當機狀況o前廳部經(jīng)理四技校2012.12.03 8:00-9:0029如何檢查當日退房之團體賬o前廳部經(jīng)理四技校2012.12.03 9:10-10:1030如何向財務(wù)出納換零錢o前廳部經(jīng)理四

21、技校2012.12.03 14:00-15:0031如何辦理團體之結(jié)賬o前廳部經(jīng)理四技校2012.12.03 15:10-16:1032如何處理外客消費之入賬o前廳部經(jīng)理四技校2011.12.04 8:00-9:0033如何為客人辦理外幣兌換o前廳部經(jīng)理四技校2011.12.04 9:10-10:1034如何將外幣兌換牌價入電腦o前廳部經(jīng)理四技校2011.12.04 14:00-15:0035如何操作pos機o前廳部經(jīng)理四技校2011.12.04 15:10-16:1036如何結(jié)算mini bar o前廳部經(jīng)理四技校2012.12.05 8:00-9:0037賓客入住預收定金操作程序 o前廳部

22、經(jīng)理四技校2012.12.05 9:10-10:1038為客人辦理貴重物品寄存o前廳部經(jīng)理四技校2012.12.05 14:00-15:0039查帳之工作程序 o前廳部經(jīng)理四技校2012.12.05 15:10-16:1040簽收轉(zhuǎn)房帳單據(jù)程序 o前廳部經(jīng)理四技校2012.12.06 8:00-9:0041信用卡操作工作規(guī)定o前廳部經(jīng)理四技校2012.12.06 9:10-10:1042為賓客辦理換房o前廳部經(jīng)理四技校2012.12.06 14:00-15:0043為賓客辦理留言 o前廳部經(jīng)理四技校2012.12.06 15:10-16:1044磁卡鑰匙控制工作規(guī)定o前廳部經(jīng)理四技校2012.

23、12.07 8:00-9:0045vip接待工作規(guī)定o前廳部經(jīng)理四技校2012.12.07 9:10-10:1046 為住店客人開房門的工作規(guī)定 o前廳部經(jīng)理四技校2012.12.07 14:00-15:0047處理為客保密信息房間的規(guī)定o前廳部經(jīng)理四技校2012.12.07 15:10-16:1048為賓客辦理鑰匙轉(zhuǎn)交o前廳部經(jīng)理四技校2012.12.10 8:00-9:0049接受客人訂房o前廳部經(jīng)理四技校2012.12.10 9:10-10:1050客房鮮花安排操作流程o前廳部經(jīng)理四技校2012.12.10 14:00-15:0051house use 房操作流程o前廳部經(jīng)理四技校201

24、2.12.10 15:10-16:1052團隊信息處理o前廳部經(jīng)理四技校2012.12.11 8:00-9:0053市場&房價類型劃分o前廳部經(jīng)理四技校2012.12.11 9:10-10:1054封房o前廳部經(jīng)理四技校2012.12.11 14:00-15:0055賓客長時間外出o前廳部經(jīng)理四技校2012.12.11 15:10-16:1056客房貴重物品遺留o前廳部經(jīng)理四技校2012.12.12 8:00-9:0057房間搜索o前廳部經(jīng)理四技校2012.12.12 9:10-10:1058dnd處理o前廳部經(jīng)理四技校2012.12.12 14:00-15:0059dnd報表o前廳部

25、經(jīng)理四技校2012.12.12 15:10-16:1060賓客物品遺失o前廳部經(jīng)理四技校2012.12.14 8:00-9:0061電力問題o前廳部經(jīng)理四技校2012.12.14 9:10-10:1062炸彈威脅o前廳部經(jīng)理四技校2012.12.14 14:00-15:0063火警o前廳部經(jīng)理四技校2012.12.17 8:00-9:0064疏散o前廳部經(jīng)理四技校2012.12.17 9:10-10:1065賓客/員工意外傷害o前廳部經(jīng)理四技校2012.12.17 14:00-15:0066賓客死亡o前廳部經(jīng)理四技校2012.12.18 8:00-9:0067滿房o前廳部經(jīng)理四技校2012.1

26、2.18 9:10-10:1068酒店財產(chǎn)損壞o前廳部經(jīng)理四技校2012.12.18 14:00-15:0069賓客喜好表o前廳部經(jīng)理四技校2012.12.19 8:00-9:0070準備貴賓鑰匙o前廳部經(jīng)理四技校2012.12.19 9:10-10:1071賓客關(guān)系處理o前廳部經(jīng)理四技校2012.12.19 14:00-15:0072訪客要求面見管理層o前廳部經(jīng)理四技校2012.12.21 8:00-9:0073行政酒廊各時間段的服務(wù)流程及程序o前廳部經(jīng)理四技校2012.12.21 9:10-10:10總總的的培培訓訓小小時時total training hours 0本本月月部部門門人人數(shù)

27、數(shù)mtd department headcount 15每每個個員員工工的的小小時時數(shù)數(shù)training hours/associate 0培培訓訓需需求求分分析析詳詳解解：r= 糾糾正正性性培培訓訓m= 法法律律要要求求進進行行的的培培訓訓o= 滿滿足足營營運運需需求求的的培培訓訓d = 有有助助于于員員工工發(fā)發(fā)展展的的培培訓訓tna legend:r = remedial (corrective training) m = mandatory (required by law) o = obligatory (to meet business needs)d = development (

28、for staff development)狀狀態(tài)態(tài)詳詳解解：cond(conducted) = 按按計計劃劃已已實實施施cxld(cancelled) = 計計劃劃，但但取取消消inc(incomplete) =計計劃劃并并已已實實施施，但但沒沒有有考考試試及及培培訓訓員員評評估估t=實實習習生生f=正正式式工工status legend: cond(conducted) =scheduled training session that has been conducted cxld(cancelled) = scheduled training session that has been

29、cancelledinc(incomplete) = schedule training session thathas been conducted but does not have the followingrequirements: quiz / couse-end feedbackt=traineef=full time 提交submitted by:批準aprroved by: 審核reviewed by: 部門培訓員部門總監(jiān)/部門經(jīng)理培訓經(jīng)理department trainerdivision/department headtraining managermonthly depa

30、rtmental training plan& report/部門月度培訓計劃及報告時時段段duration:2012年11月15日至2012年12月25日大大部部門門division: 房務(wù)部分分部部門門department: 前廳部-禮賓部更更新新日日期期updated on:20122012年年1111月月8 8日日培培訓訓計計劃劃training plan培培訓訓報報告告training report no.培訓課程training courses 培訓需求分析tna培訓員trainer 培訓地點venue培訓日期date 培訓時間段time參加人數(shù)participantspa

31、x實際培訓日期actualdate 實際培訓時間actualtime 實際參加人數(shù)actualparticipants pax 實際培訓小時數(shù)actualtraining hours總的培訓小時數(shù)totaltraininghours 狀態(tài)status 培訓員評估trainersevaluation考試成績quiz原因reason培訓員簽字trainerssignature ftftcondcxldinc1迎新大會o培訓部四技校2012.11.169:00-11:002新員工軍訓o培訓部四技校2012.11.16-2012.11.1708:00-12:00/14:00-17:303入職培訓（第一

32、批）o培訓部四技校2012.11.19-2012.11.2108:00-12:00/14:00-17:304部門組織結(jié)構(gòu)圖o前廳部經(jīng)理四技校2012.11.22 8:00-9:005工作職責o前廳部經(jīng)理四技校2012.11.22 9:10-10:106行為準則o前廳部經(jīng)理四技校2012.11.22 14:00-15:007個人形象o前廳部經(jīng)理四技校2012.11.23 8:00-9:008待客禮儀o前廳部經(jīng)理四技校2012.11.23 9:10-10:109接聽電話o前廳部經(jīng)理四技校2012.11.26 8:00-9:0010電話使用方法及計費o前廳部經(jīng)理四技校2012.11.26 9:10-

33、10:1011賓客安全o前廳部經(jīng)理四技校2012.11.27 8:00-9:0012郵件及包裹o前廳部經(jīng)理四技校2012.11.27 9:10-10:1013視查酒店設(shè)施o前廳部經(jīng)理四技校2012.11.28 8:00-9:0014執(zhí)行與收集各項旅游、休閑、餐飲等資訊o前廳部經(jīng)理四技校2012.11.28 9:10-10:1015交通管制與突發(fā)噪音o前廳部經(jīng)理四技校2012.11.29 8:00-9:0016協(xié)助處理緊急情況o前廳部經(jīng)理四技校2012.11.29 9:10-10:1017協(xié)助處理客人抱怨o前廳部經(jīng)理四技校2012.11.30 8:00-9:0018協(xié)助大廳安全工作o前廳部經(jīng)理四

34、技校2012.11.30 9:10-10:1019門口迎賓工作o前廳部經(jīng)理四技校2012.12.03 8:00-9:0020散客遷入遷出工作o前廳部經(jīng)理四技校2012.12.03 9:10-10:1021團隊遷入遷出工作o前廳部經(jīng)理四技校2012.12.04 8:00-9:0022行李寄存、領(lǐng)取及保管工作o前廳部經(jīng)理四技校2012.12.04 9:10-10:1023委托轉(zhuǎn)交物品工作o前廳部經(jīng)理四技校2012.12.05 8:00-9:0024雨傘借用工作o前廳部經(jīng)理四技校2012.12.05 9:10-10:1025行政用車管理工作o前廳部經(jīng)理四技校2012.12.06 8:00-9:002

35、6遞送郵件、傳真與留言工作o前廳部經(jīng)理四技校2012.12.06 9:10-10:1027辦理換房工作o前廳部經(jīng)理四技校2012.12.07 8:00-9:0028車輛預訂工作o前廳部經(jīng)理四技校2012.12.07 9:10-10:1029委托代辦服務(wù)工作o前廳部經(jīng)理四技校2012.12.10 8:00-9:0030電梯操作工作o前廳部經(jīng)理四技校2012.12.10 9:10-10:1031殘疾客人遷入、遷出工作o前廳部經(jīng)理四技校2012.12.11 8:00-9:0032電力問題o前廳部經(jīng)理四技校2012.12.11 9:10-10:1033炸彈威脅o前廳部經(jīng)理四技校2012.12.12 8

36、:00-9:0034火警o前廳部經(jīng)理四技校2012.12.12 9:10-10:1035疏散o前廳部經(jīng)理四技校2012.12.14 8:00-9:0036賓客/員工意外傷害o前廳部經(jīng)理四技校2012.12.14 9:10-10:1037賓客死亡o前廳部經(jīng)理四技校2012.12.17 8:00-9:0038酒店財產(chǎn)損壞o前廳部經(jīng)理四技校2012.12.17 9:10-10:1039賓客喜好表o前廳部經(jīng)理四技校2012.12.19 8:00-9:0040賓客關(guān)系處理o前廳部經(jīng)理四技校2012.12.19 9:10-10:1041訪客要求面見管理層o前廳部經(jīng)理四技校2012.12.21 8:00-9

37、:00總總的的培培訓訓小小時時total training hours 0本本月月部部門門人人數(shù)數(shù)mtd department headcount 15每每個個員員工工的的小小時時數(shù)數(shù)training hours/associate 0培培訓訓需需求求分分析析詳詳解解：r= 糾糾正正性性培培訓訓m= 法法律律要要求求進進行行的的培培訓訓o= 滿滿足足營營運運需需求求的的培培訓訓d = 有有助助于于員員工工發(fā)發(fā)展展的的培培訓訓tna legend:r = remedial (corrective training) m = mandatory (required by law) o = obli

38、gatory (to meet business needs)d = development (for staff development)狀狀態(tài)態(tài)詳詳解解：cond(conducted) = 按按計計劃劃已已實實施施cxld(cancelled) = 計計劃劃，但但取取消消inc(incomplete) =計計劃劃并并已已實實施施，但但沒沒有有考考試試及及培培訓訓員員評評估估t=實實習習生生f=正正式式工工status legend: cond(conducted) =scheduled training session that has been conducted cxld(cancel

39、led) = scheduled training session that has been cancelledinc(incomplete) = schedule training session thathas been conducted but does not have the followingrequirements: quiz / couse-end feedbackt=traineef=full time 提交submitted by:批準aprroved by: 審核reviewed by: 部門培訓員部門總監(jiān)/部門經(jīng)理培訓經(jīng)理department trainerdivi

40、sion/department headtraining managermonthly departmental training plan& report/部門月度培訓計劃及報告時時段段duration:2012年11月15日至2012年12月25日大大部部門門division: 房務(wù)部分分部部門門department: 前廳部-賓客服務(wù)中心更更新新日日期期updated on:20122012年年1111月月8 8日日培培訓訓計計劃劃training plan培培訓訓報報告告training report no.培訓課程training courses 培訓需求分析tna培訓員tr

41、ainer 培訓地點venue培訓日期date 培訓時間段time 參加人數(shù)participantspax實際培訓日期actualdate 實際培訓時間actualtime 實際參加人數(shù)actualparticipants pax 實際培訓小時數(shù)actualtraining hours總的培訓小時數(shù)totaltraininghours 狀態(tài)status 培訓員評估trainersevaluation考試成績quiz原因reason培訓員簽字trainerssignature ftftcondcxldinc1迎新大會o培訓部四技校2012.11.16 9:00-11:002新員工軍訓o培訓部四技

42、校2012.11.16-2012.11.1708:00-12:00/14:00-17:303入職培訓（第一批）o培訓部四技校2012.11.19-2012.11.2108:00-12:00/14:00-17:304部門組織結(jié)構(gòu)圖o前廳部經(jīng)理四技校2012.11.22 8:00-9:005工作職責o前廳部經(jīng)理四技校2012.11.22 9:10-10:106行為準則o前廳部經(jīng)理四技校2012.11.22 14:00-15:007個人形象o前廳部經(jīng)理四技校2012.11.23 8:00-9:008待客禮儀o前廳部經(jīng)理四技校2012.11.23 9:10-10:109接聽電話o前廳部經(jīng)理四技校201

43、2.11.26 8:00-9:0010電話使用方法及計費o前廳部經(jīng)理四技校2012.11.26 9:10-10:1011賓客安全o前廳部經(jīng)理四技校2012.11.27 8:00-9:0012dnd處理o前廳部經(jīng)理四技校2012.11.27 9:10-10:1013酒店問候語與電話應(yīng)答之標準語o前廳部經(jīng)理四技校2012.11.28 8:00-9:0014代客留言o前廳部經(jīng)理四技校2012.11.28 9:10-10:1015如何書寫白板提要o前廳部經(jīng)理四技校2012.11.29 8:00-9:0016如何確認房客dnd、scr、loc、inc call的需求o前廳部經(jīng)理四技校2012.11.29

44、 9:10-10:1017如何設(shè)定/解除設(shè)定電話dndo前廳部經(jīng)理四技校2012.11.30 8:00-9:0018如何在中繼臺話中插撥客房電話o前廳部經(jīng)理四技校2012.11.30 9:10-10:1019如何檢測保留音樂運作正常與否o前廳部經(jīng)理四技校2012.12.03 8:00-9:0020如何由中繼臺設(shè)定/取消電話叫醒服務(wù)(wake-up call)o前廳部經(jīng)理四技校2012.12.03 9:10-10:1021如何列印電話叫醒服務(wù)報表o前廳部經(jīng)理四技校2012.12.04 8:00-9:0022如何代撥酒店內(nèi)公務(wù)電話o前廳部經(jīng)理四技校2012.12.04 9:10-10:1023如何

45、代房客/外客撥外線o前廳部經(jīng)理四技校2012.12.05 8:00-9:0024如何操作電話錄音設(shè)備o前廳部經(jīng)理四技校2012.12.05 9:10-10:1025如何播放公共區(qū)域/客房音樂o前廳部經(jīng)理四技校2012.12.06 8:00-9:0026如何用中繼臺設(shè)定/解除封閉外線群o前廳部經(jīng)理四技校2012.12.06 9:10-10:1027如何更改中繼臺震鈴聲響o前廳部經(jīng)理四技校2012.12.07 8:00-9:0028如何更改中繼臺時制顯示（am/pm或24hours）o前廳部經(jīng)理四技校2012.12.07 9:10-10:1029如何更改中繼臺日期排列顯示o前廳部經(jīng)理四技校2012

46、.12.10 8:00-9:0030如何更改中繼臺時間顯示o前廳部經(jīng)理四技校2012.12.10 9:10-10:1031如何處理房客緊急事件o前廳部經(jīng)理四技校2012.12.11 8:00-9:0032如何處理酒店電腦當機與應(yīng)變o前廳部經(jīng)理四技校2012.12.11 9:10-10:1033如何應(yīng)變交換機故障事件o前廳部經(jīng)理四技校2012.12.12 8:00-9:0034如何應(yīng)變火警事件（白天班）o前廳部經(jīng)理四技校2012.12.12 9:10-10:1035如何應(yīng)變火警事件 (夜班)o前廳部經(jīng)理四技校2012.12.14 8:00-9:0036疏散o前廳部經(jīng)理四技校2012.12.14

47、9:10-10:1037如何處理恐嚇電話與應(yīng)變技巧o前廳部經(jīng)理四技校2012.12.17 8:00-9:0038如何受理客人的叫醒服務(wù)程序o前廳部經(jīng)理四技校2012.12.17 9:10-10:1039受理查詢住店客人之電話o前廳部經(jīng)理四技校2012.12.19 8:00-9:0040如何處理停電、當機狀況o前廳部經(jīng)理四技校2012.12.19 9:10-10:1041炸彈威脅o前廳部經(jīng)理四技校2012.12.21 8:00-9:0042滿房o前廳部經(jīng)理四技校2012.12.21 9:10-10:1043酒店財產(chǎn)損壞o前廳部經(jīng)理四技校2012.12.21 14:00-15:0044賓客喜好表o

48、前廳部經(jīng)理四技校2012.12.24 8:00-9:0045訪客要求面見管理層o前廳部經(jīng)理四技校2012.12.24 9:10-10:10總總的的培培訓訓小小時時total training hours 0本本月月部部門門人人數(shù)數(shù)mtd department headcount 15每每個個員員工工的的小小時時數(shù)數(shù)training hours/associate 0培培訓訓需需求求分分析析詳詳解解：r= 糾糾正正性性培培訓訓m= 法法律律要要求求進進行行的的培培訓訓o= 滿滿足足營營運運需需求求的的培培訓訓d = 有有助助于于員員工工發(fā)發(fā)展展的的培培訓訓tna legend:r = remed

49、ial (corrective training) m = mandatory (required by law) o = obligatory (to meet business needs)d = development (for staff development)狀狀態(tài)態(tài)詳詳解解：cond(conducted) = 按按計計劃劃已已實實施施cxld(cancelled) = 計計劃劃，但但取取消消inc(incomplete) =計計劃劃并并已已實實施施，但但沒沒有有考考試試及及培培訓訓員員評評估估t=實實習習生生f=正正式式工工status legend: cond(conducte

50、d) =scheduled training session that has been conducted cxld(cancelled) = scheduled training session that has been cancelledinc(incomplete) = schedule training session thathas been conducted but does not have the followingrequirements: quiz / couse-end feedbackt=traineef=full time 提交submitted by:批準ap

51、rroved by: 審核reviewed by: 部門培訓員部門總監(jiān)/部門經(jīng)理培訓經(jīng)理department trainerdivision/department headtraining managermonthly departmental training plan& report/部門月度培訓計劃及報告時時段段duration:2012年11月15日至2012年12月25日大大部部門門division: 房務(wù)部分分部部門門department: 前廳部-商務(wù)中心更更新新日日期期updated on:20122012年年1111月月8 8日日培培訓訓計計劃劃training pl

52、an培培訓訓報報告告training report no.培訓課程training courses 培訓需求分析tna培訓員trainer 培訓地點venue培訓日期date 培訓時間段time參加人數(shù)participantspax實際培訓日期actualdate 實際培訓時間actualtime 實際參加人數(shù)actualparticipants pax 實際培訓小時數(shù)actualtraining hours總的培訓小時數(shù)totaltraininghours 狀態(tài)status 培訓員評估trainersevaluation考試成績quiz原因reason培訓員簽字trainerssignatu

53、re ftftcondcxldinc1迎新大會o培訓部四技校2012.11.16 9:00-11:002新員工軍訓o培訓部四技校2012.11.16-2012.11.1708:00-12:00/14:00-17:303入職培訓（第一批）o培訓部四技校2012.11.19-2012.11.2108:00-12:00/14:00-17:304部門組織結(jié)構(gòu)圖o前廳部經(jīng)理四技校2012.11.22 8:00-9:005工作職責o前廳部經(jīng)理四技校2012.11.22 9:10-10:106行為準則o前廳部經(jīng)理四技校2012.11.22 14:00-15:007個人形象o前廳部經(jīng)理四技校2012.11.2

54、3 8:00-9:008待客禮儀o前廳部經(jīng)理四技校2012.11.23 9:10-10:109接聽電話o前廳部經(jīng)理四技校2012.11.26 8:00-9:0010電話使用方法及計費o前廳部經(jīng)理四技校2012.11.26 9:10-10:1011賓客安全o前廳部經(jīng)理四技校2012.11.27 8:00-9:0012代客收傳真o前廳部經(jīng)理四技校2012.11.27 9:10-10:1013代客發(fā)傳真o前廳部經(jīng)理四技校2012.11.28 8:00-9:0014代客影印文件o前廳部經(jīng)理四技校2012.11.28 9:10-10:1015代客打印文件o前廳部經(jīng)理四技校2012.11.29 8:00-

55、9:0016代客安排口譯人員o前廳部經(jīng)理四技校2012.11.29 9:10-10:1017出租辦公設(shè)備o前廳部經(jīng)理四技校2012.11.30 8:00-9:0018代客影印名片o前廳部經(jīng)理四技校2012.11.30 9:10-10:1019代客撥外線電話、國內(nèi)國際電話o前廳部經(jīng)理四技校2012.12.03 8:00-9:0020指引客人使用互聯(lián)網(wǎng)o前廳部經(jīng)理四技校2012.12.03 9:10-10:1021代客郵寄明信片o前廳部經(jīng)理四技校2012.12.04 8:00-9:0022代客郵寄信件o前廳部經(jīng)理四技校2012.12.04 9:10-10:1023代客郵寄國內(nèi)/國際快件、包裹o前廳

56、部經(jīng)理四技校2012.12.05 8:00-9:0024如何交接電話卡、郵票o前廳部經(jīng)理四技校2012.12.05 9:10-10:1025代客預訂國內(nèi)班機機票o前廳部經(jīng)理四技校2012.12.06 8:00-9:0026代客取消國內(nèi)班機機票o前廳部經(jīng)理四技校2012.12.06 9:10-10:1027代客退國內(nèi)班機機票o前廳部經(jīng)理四技校2012.12.07 8:00-9:0028代客更改班機行程o前廳部經(jīng)理四技校2012.12.07 9:10-10:1029代客出國內(nèi)班機機票o前廳部經(jīng)理四技校2012.12.10 8:00-9:0030代客預訂火車票o前廳部經(jīng)理四技校2012.12.10

57、9:10-10:1031代客預訂國內(nèi)長途汽車票o前廳部經(jīng)理四技校2012.12.11 8:00-9:0032火警o前廳部經(jīng)理四技校2012.12.11 9:10-10:1033疏散o前廳部經(jīng)理四技校2012.12.12 8:00-9:0034如何處理恐嚇電話與應(yīng)變技巧o前廳部經(jīng)理四技校2012.12.12 9:10-10:1035如何受理客人的叫醒服務(wù)程序o前廳部經(jīng)理四技校2012.12.14 8:00-9:0036受理查詢住店客人之電話o前廳部經(jīng)理四技校2012.12.14 9:10-10:1037如何處理停電、當機狀況o前廳部經(jīng)理四技校2012.12.17 8:00-9:0038炸彈威脅o

58、前廳部經(jīng)理四技校2012.12.17 9:10-10:1039酒店財產(chǎn)損壞o前廳部經(jīng)理四技校2012.12.19 8:00-9:0040賓客喜好表o前廳部經(jīng)理四技校2012.12.19 9:10-10:1041訪客要求面見管理層o前廳部經(jīng)理四技校2012.12.21 8:00-9:00總總的的培培訓訓小小時時total training hours 0本本月月部部門門人人數(shù)數(shù)mtd department headcount 15每每個個員員工工的的小小時時數(shù)數(shù)training hours/associate 0培培訓訓需需求求分分析析詳詳解解：r= 糾糾正正性性培培訓訓m= 法法律律要要求求進

59、進行行的的培培訓訓o= 滿滿足足營營運運需需求求的的培培訓訓d = 有有助助于于員員工工發(fā)發(fā)展展的的培培訓訓tna legend:r = remedial (corrective training) m = mandatory (required by law) o = obligatory (to meet business needs)d = development (for staff development)狀狀態(tài)態(tài)詳詳解解：cond(conducted) = 按按計計劃劃已已實實施施cxld(cancelled) = 計計劃劃，但但取取消消inc(incomplete) =計計劃劃并

60、并已已實實施施，但但沒沒有有考考試試及及培培訓訓員員評評估估t=實實習習生生f=正正式式工工status legend: cond(conducted) =scheduled training session that has been conducted cxld(cancelled) = scheduled training session that has been cancelledinc(incomplete) = schedule training session thathas been conducted but does not have the followingrequirements: quiz / couse-end feedbackt=