1、oncept of Training 培训概念Qualities of Hotel Staff酒店员工素质A Simple Smile简单的微笑Who is Our Customer谁是我们的客人Sales and Marketing销售和市场Our Hotel我们的酒店 Standard of Grooming & Hygiene仪容仪表和卫生标准Focus on You您就是焦点3) Afternoon Section 下午部分(To be Conducted by Personnel Manager由人事部经理进行)Insurance & Prevent Damage保险和防止损失Hea
2、lth and Safety健康和安全Utilize Chemical Articles Safely安全使用化学用品Working Time & Holidays工作时间和休息Employee Method雇用方式Labor Contract, Probation Period & Dismiss劳动合同，试用期和解雇Punishment Measure惩罚措施Society & Party社交集会Agreement协议Shake Hands握手4)Afternoon Section下午部分(To be Conducted by Security Manager由安全部经理进行)Securi
3、ty安全Fire Safety防火安全Fire Prevention预防火灾How to Handle an Accident如何处理紧急情况How to Report a Fire如何报告火灾How to Use the Fire Extinguisher如何使用灭火器Fire Alarm火警警报Second Day第二天5)Morning Section早上部分(To be Conducted by Training Department由培训部进行)Hotel Tour酒店旅游Review the General Orientation回顾全面入职培训Test测试2Remarks: St
4、aff should bring along with their Staff Handbook, pads & pens.注意：员工应携带自己的员工手册、笔和本子。3.All staff will be required to acknowledge they have attend each session by signingAttendance Record, if for some reason they did not attend, they must attend at the next stage.所有员工必须参加每次的培训课程并签到，如果由于某种原因未能参加，则必须参加下一
5、次的培训。4. It is the Division Heads direct responsibility to follow up to ensure all their staff attend the Orientation.部门总监将直接负责跟进以确保他们的员工都参加入职培训。File: 28002.docSTANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际（香港）有限公司ReferenceDept.:TrainingSOP No.:28-003Date:16 March 2000SUBJECT:
6、DEPARTMENTAL INDUCTION主题: 部门入职培训Policy政策After the General Orientation, the concerned staff must be send back to the Department for Departmental Induction, in order to let them know clearly about their Departments Structure and Policy.在全面入职培训后,相关员工应被带回部门进行部门入职培训,以便他们能够清楚了解部门的架构和政策。Procedure程序1. Depar
7、tmental Orientation Check List部门培训检查清单（This is conducted by the Department这将由部门进行）1) Introduction to Department Managers/Supervisors介绍部门经理/主管2) Explanation of Job Description and Checklist工作描述及检查清单的说明3) Explanation of Roster, Working Hours解释排班表及工作时间4) Meal Breaks and Rest Pause进餐时间和工作休息5) Department
8、 Policy and Procedures部门规章及程序6) On Job Training Standard岗位培训标准7) Standard Uniform Requirement制服要求标准8) Standard Courtesy Requirement礼貌要求标准9) The Task and Important Station Department部门的工作及重要地位10) Department Organization Structure部门组织结构11) Grooming & Courtesy仪容仪表及礼貌礼节12) Service Standard of Department
9、部门服务标准13) Cooperation with other Department同其他部门合作2. Departmental Orientation Follow-up跟进部门入职培训（This Section is also conducted by Department这部分也将由部门进行）1) Date of Completed完成时间2) Conducted by Supervisor or Department Head B由主管或B级经理跟办3. Induction Review by Department Head由部门经理进行回顾检查1) Date for Complet
10、ed完成时间2) Conducted By主持人3) Points Raised重点4) Evaluation copied to Personnel & Training Department评估后抄送人事部和培训部4. This Induction Checklist must be kept on file by Division Head with a system to ensure it is not only filled in Correctly, but also completed within the 3 month probation period.这项培训检查清单必须
11、由部门总监系统化的保存以确保填写正确，并在三个月试用期内完成。5. At completion this must be passed over to the Training Department for filing with employees Training Records.完成后送交培训部作为员工培训档案保存。6. It is the Division Head direct responsibility to follow up to ensure all their staff attend the Induction.部门总监将直接负责跟进以确保他们的员工都参加此项培训。Fi
12、le: 28003.docSTANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际（香港）有限公司ReferenceDept.:TrainingSOP No.:28-004Date:16 March 2000SUBJECT: HOW TO CONDUCT EFFECTIVE 3 MONTH PROBATION ASSESSMENT主题: 如何进行三月试用期后的有效评估Policy政策In order to ensure you are fully prepared to evaluate your employe
13、es performance, you will need to have followed the steps below.为了确保你为员工工作评估做好充分准备，你必须跟进以下步骤。Procedure程序1. Maintained a Log Book that provides you specific issues that you need to discuss with employee based on positive performance to encourage staff, but also areas that require immediate improvement
14、.在记录本上记录有关你要同员工讨论的问题，如鼓励员工积极工作，提出需要改进的地方。2. Should you decide to extend the probation period you will need to discuss this with your supervisor to clarify the correct procedures.如果你决定要延长员工的试用期，应预先和你的主管讨论并遵循正确的程序。3. Should you decide to terminate the employee it is critical to maintain a detailed rec
15、ord of the reasons in order to ensure it is done for specific reasons which are easy to recall. And this will need to be discussed with Senior Management for prior approval and General Manager.如果你决定终止员工合同，为于确保能随时回忆起此项特殊原因，保留其原由的细节资料是很必要的。这还应和高层管理层进行讨论并预先得到总经理的批准。4. When conducting the assessment you
16、 will need to obtain the form from Personnel Department which then you will need to organize a day and time with the employee to discuss.在进行评估时你应从人事部获取表格，然后安排时间同员工进行讨论。5. Once completed you will then need to pass onto the relevant section for approval.完成后你应将表格送交相关部门批准。The Training Department has a t
17、raining session on how to conduct the above, in order for Management to conduct proper assessments.培训部将就管理层如何进行合适的评估提供有关培训课程。File: 28004.docSTANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际（香港）有限公司更多资料在资料搜索网( ) 海量资料下载ReferenceDept.:TrainingSOP No.:28-005Date:16 March 2000SUBJECT:
18、 HOW TO CONDUCT EFFECTIVE APPRAISAL主题: 如何进行有效鉴定Policy政策The appraisal is conduct annually after or just prior to 12 months employment, but must be done no later than 14 days after, 12 months service.鉴定是员工工作每满12个月后或将满12 个月进行的，但最迟进行时间不能超过满12个月后的两周。Procedure程序1. Hotel Standard Appraisal Form must be use
19、d during the review and can be obtained from Personnel.酒店标准鉴定表应分为：1) Rank & File (6B & Below) Appraisal Form. 6B或以下级别的员工鉴定表。2) Supervisor and Above (6A & Above) Appraisal Form. 主管以上（6A及以上）级别鉴定表。2. Based on a one on one environment, unless otherwise necessary but discuss with Division Head.选择一个不受干扰的独
20、立环境，如有其他选择要先征得部门总监的批准。3. Explain clearly to the Staff all the points which printed on the Appraisal Form.向员工清楚解释鉴定表上的各项内容。4. Request them to fill in with their own thoughts and comments.要求他们按照自己的想法和情况填写。5. Review staff completed Appraisal Form, go through all points and discussed his/her performance
21、 together with oneself.回顾员工完成的个人鉴定，同他/她讨论鉴定表上的各项内容及其工作情况。6. Give your staff a clear guide line and suggestion in order to up grade their abilities and job skill. 给予员工清楚的指导方针和建议以提高他们的能力和工作技巧。7. Patiently explain and correct their negative ideas.耐心解释和纠正他们的消极思想。8. Once completed the Original Form must
22、be returned to Personnel Department for filing.完成后将原件送回人事部存档。9. It is the Division Heads direct responsibility to follow up to ensure all their staff attend the Appraisal.部门总监将直接负责跟进以确保所员工参加鉴定。The Training Department has a training session on how to conduct the above, in order for Management to cond
23、uct proper appraisals.培训部将就管理层如何进行有效鉴定提供有关培训课程。File: 28005.docSTANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际（香港）有限公司ReferenceDept.:TrainingSOP No.:28-006Date:16 March 2000SUBJECT: TRAIN THE TRAINER主题: 培训培训者Policy政策In order to uniform the Hotel Standard, all Department should a
24、ssign Senior Staff to act on the Department Heads behalf to train up Junior Staff. Whoever are being assign to be the Trainer should attend a 3 Days-Train the Trainer Course.为了统一酒店标准, 所有部门应指派高级员工代表部门经理培训初级员工。任何被指定为培训者的人应参加为时三天的培训课程。Procedure程序1. The assigned Senior Staff should fill in an Applicatio
25、n Form as reference. 指定的高级员工应按要求填写申请表备查。2. 3 - day Training will be arranged on schedule as follows:三天的培训按进度表安排如下：1) Day 1 will be Conducted by Training Manager第一天由培训部经理进行培训2) Day 2 will be Conducted and Supervised by Department Heads第二天由部门经理进行培训3) Day 3 is the Examination Date第三天进行检查测试3. While trai
26、ning completed and passed in all examinations, he/she can be considered as a Departmental Trainer. Examinations are considered with following ways: 当完成培训并通过测试后，他/她将被认为是一个合格的部门培训者， 测试应考虑以下几方面：1) Oral 口试2) Written笔试3) Operation操作4. Checklist for Train the Trainers培训培训者检查清单1) Day one - Morning Section
27、第一天 - 早上部分(To be Conducted by Training Department由培训部进行)Explain the total process of training解释总体培训进程Way of identify training needs确定培训需要的方法Standard and Procedure, Responsibility to be a Trainer 作为培训者的标准、程序及责任Training Need Analysis Form培训需求分析表Use of Task Checklist工作效果检查清单Format of a Task Checklist工作
28、格式检查清单5 Objectives on training培训的五项目标Training Plans培训计划Communication Skills沟通技巧Communication Channels沟通渠道Communication Barriers沟通障碍Steps for communication process objectives沟通目标进程中的步骤Voice Communication声音沟通Language Communication语言沟通Vision Communication视觉沟通Games to understand the importance of Commun
29、ication 了解沟通重要性的游戏2) Day One - Afternoon Section 第一天- 下午部分(To be Conducted by Training Department由培训部进行)Best time to Train培训的最佳时间Be Supervised & to Supervised被管理者和管理者Training is not only Education培训并不仅仅是教育Understanding the Principle of Learning了解学习的方法Do and Dont应该做的和不应该做的Training Direction培训方向Traine
30、rs Job Description培训者工作描述Team Building团队建设Definition of Team Building团队建设的定义Course Objectives课程目标When to do the Team Building何时进行团队建设Success through a positive mental attitude通过积极的态度获得成功Winners vs Losers成功者和失败者Brain Teasers智力游戏Trainers Regulations培训者制度Explanation on Trainers Evaluation解释培训者的评估Team B
31、uilding Games；团队建设游戏Fill in the Evaluation Form填写评估表3) Day Two - Morning Section 第二天 - 早上部分(To be Welcomed by Department Head由部门经理致欢迎辞)(To be Conducted by Concerned Departmental Trainers由相关部门培训者进行)4) Day Two - Afternoon Section 第二天 - 下午部分(To Be Conducted by Concerned Trainers由相关培训者进行)5) Day Three -
32、Morning Section 第三天 - 早上部分(Examination by Training Department由培训部进行测试)6) Day Three - Afternoon Section第三天 - 下午部分 (Examination by concerned Department由相关部门进行测试)5. Trainers have to attend the monthly training meeting on Wednesday of the 3rd week of each month at the Training Room by 3:00pm.培训者必须于每月第三个
33、星期的星期三下午三点在培训教室参加每月培训会议。1) Conclusion for last months training.总结上月的培训。2) Trainers should submit the forthcoming months training plan.培训者应提交下月培训计划。3) Discuss the submitted training plan, and advised by Training Manager. 讨论所提交的计划并由培训部经理给出建议。4) Monthly Evaluation on trainers performance.每月评估培训者的工作。6.
34、Trainers also requested to attend the end of year training mee2008年3月10日11时30分2008年3月10日11时30分blueskyRes ults announcem entAnalyst Presentatio n.ppt ? 订座注意事项订座注意事项 ? 出票注意事项出票注意事项 ? 特殊操作介绍特殊操作介绍 ? ET功能介绍ET功能介绍 ? 行程单应用行程单应用 外航电子客票外航电子客票 2008年3月10日11时 30分 2008年3月10日11时 30分 外航ET篇外航ET篇 ? 订座注意事项订座注意事项 ? 出
35、票注意事项出票注意事项 ? 特殊操作介绍特殊操作介绍 ? ET功能介绍ET功能介绍 订座注意事项订座注意事项 2008年3月10日11时30分2008年3月10日11时30分blueskyRes ults announcem entAnalyst Presentatio n.ppt已投产已投产已投产已投产ETET的外航的外航的外航的外航 NW CX SQ KE TG AA KA AC CO EK UL JL UA NH OZ NZ MI CI SK AF AY QR MS EY KC BA QF KL KQ MH PR ET PG S7 LH VN XF OS VS GA DL 20JAN(S
36、UN) BJSFRA FROM LH 1 *LH2027 * C4 D4 Z4 Y4 B4 M4 H4 Q4 V4 W4 PEKFRA 0200 0525 330 0 S4 2 LH721 * F9 A9 C9 D9 Z4 Y9 B9 M9 H9 Q9 PEKFRA 1125 1435 744 0 VL SL 3 *LH2937 * F4 A4 C4 DL ZL Y4 B4 M4 HL QL PEKFRA 1315 1650 74E 0 VL WL SL 4 LH723 * F8 A8 C9 D7 Z4 Y9 B9 M9 H9 Q9 PEKMUC 1350 1740 343 0 V9 W9 S
37、L LH981 * C9 D9 Z9 Y9 B9 M9 H9 Q9 V9 W9 FRA 1815 1925 321 0 S9 G9 K9 L9 5 LH723 * F8 A8 C9 D7 Z4 Y9 B9 M9 H9 Q9 PEKMUC 1350 1740 343 0 V9 W9 SL + LH983 * C9 D9 Z9 Y9 B9 M9 H9 Q9 V9 W9 FRA 1935 2045 AB6 0 S9 G9 K9 L9 航班查询（AV）航班查询（AV） 电子客票航班标识电子客票航班标识 航空公司能否出电子客票取决于SD后航段是否有航空公司能否出电子客票取决于SD后航段是否有E E标识，
38、标识， SD 2Y1 1. LH721 Y SU20JAN PEKFRA DK1 1125 1435 E 2.SSR OTHS 1E LH 721 20JAN NON-SMOKING FLIGHT 3.PEK099 AV时的数据（不加航空公司代码 )作为参考AV时的数据（不加航空公司代码 )作为参考 AV PEKFRA/20JAN 20JAN08(SUN) BJSFRA 1- CA965 PEKFRA 0200 0525 330 0M EDS# CA D4 IS RS JS YA BA MA HA KA* 2 *LH2027 PEKFRA 0200 0525 330 0 L EDS# CA D
39、A ZA YA BA MA HA QA VA WA* 3 LH721 PEKFRA 1125 1435 744 0 M EDS! F9 A9 C9 D9 Z4 Y9 B9 M9 H9 Q9* 电子客票航班标识电子客票航班标识 如果PNR中没有“E”标识 1. 请联系航空公司确认该航班是否支持电子客票 2. 请致电中国航信 如果航班不支持电子客票，即使手工添加电子客票 标识也无法出票 如果PNR中没有“E”标识 1. 请联系航空公司确认该航班是否支持电子客票 2. 请致电中国航信 如果航班不支持电子客票，即使手工添加电子客票 标识也无法出票 电子客票航班标识电子客票航班标识 出票注意事项出票注意
40、事项 ETDZ后显示ETDZ后显示 “THIS AGENT IS NOT AUTHORIZED FOR ETDZ！” 代理人的工作号没有出电子客票的权限,必须要经 过航信授权后才可以正常出电子客票 授权事宜请向各地分公司、凯亚咨询 “THIS AGENT IS NOT AUTHORIZED FOR ETDZ！” 代理人的工作号没有出电子客票的权限,必须要经 过航信授权后才可以正常出电子客票 授权事宜请向各地分公司、凯亚咨询 国际电子客票出票国际电子客票出票 TOO MANY SEG ? 方式二方式二: 订取新航段,取消旧航段,再封口,票面会自动更改,不用手工添加SSR TKNE, 如CX、KA
41、 外航功能改期外航功能改期 外航改期分2种方式外航改期分2种方式 注:注:如按照以上方式更改不了客票票面,请联系航空公司如按照以上方式更改不了客票票面,请联系航空公司 2008年3月10日11时30分2008年3月10日11时30分blueskyRes ults announcem entAnalyst Presentatio n.ppt改期操作改期操作改期操作改期操作 *ELECTRONIC TICKET PNR* 1.TSKY/XING MZD2C 2. LH721 Y TU22JAN PEKFRA HK1 1125 1435 E 4.C 5.T 6.SSR OTHS LH ET 7.SSR OTHS 1E LH 721 22JAN NON-SMOKING FLIGHT 8.SSR TKNE
