1、NEW EMPLOYEE TRAINING CHECKLISTGSC - FONew employees name 新新员员工工姓姓名名：Division / Section 部部门门：Position 职职位位：Buddys name 师师傅傅姓姓名名： Date 日期 Employees Signature 员工签名Hotel Orientation 酒店入职培训Departmental Orientation 部门入职培训PeriodDescriptionDateTraineesSignatureTrainersSignature1st weekGrooming and manner化妆
2、及礼仪Introduction about Shangri-La hotel Changchun长春香格里拉介绍Job description总机工作职责Telephone standard接电话标准Explain extension list分机号码表讲解How to use console话务台使用How to use page system传呼系统Every shifts duties每班次工作内容How to use alarm clock如何使用闹表How to check background music如何放背景音乐File introduction 总机文件介绍 客房部及总机常
3、用英语 其它部门介绍(职责 地点 营业时间等) 电话礼仪 如何接商务中心和前台电话 如何处理占线电话和如何保持电话How to check fax machine如何用传真机Familier with rental office熟悉出租办公室Area code and telephone number区号及电话号码Houskeeping and operator English words客房部及总机常用英语Outlet of all department(duties.operation.location)其它部门介绍(职责 地点 营业时间等)Telephone courtesy电话礼仪Sc
4、reen calls(guest BC front office)如何接商务中心和前台电话Busy or place a call on hold如何处理占线电话和如何保持电话Guest request(make up,laundry,maintain)客人要求(打扫 ，收洗衣，,维修)Amenity requested and leave trace客人要备品和如何留索引Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDesc
5、riptionDateTraineesSignatureTrainersSignature2nd weekHow to verify guest information如何查客人How to handle GM RM call如何处理总经理和副总电话VIP code不同类型客人代码Wake up call叫醒Telephone call charge话费How to check information in Tel.book如何用电话本Emergency Procedure紧急程序Key in trol F8如何输trol F8Majiang rental procedure麻将How to
6、handle fax for guest and office如何处理客人和员工传真How to check ccmail ,9500,TV,Printer如何查 ccmail ,9500,电视,打印机Fidelio system(fuction keys F1 to F10)电脑系统(功能键 F1 至 F10)Guest location客人方位Confidential stay保密入住Do not disturb免打扰Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength
7、 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature3rd weekGuest profile客人资料Message for guest and staff客人及员工留言Voice mail system语音信箱Billing & posting如何查客人帐单和如何入帐Lost and found失物招领Club six第六俱乐部Fidelio system(reports,user logfile .room history,cashier,in house)电脑系统(报表,使用记录 .房间历史,收银,)
8、Make room key做房卡Golden circle programme金环会计划Long stay guest name and company常来的客人名字及常用公司Telephone check out . P/F P/B电话退房 为其它客人付帐及被付帐Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature4th weekIn
9、voice and bill about c/o guest结帐客人的发票及帐单Group lock line团队锁线FFP飞行里程FCS电话计费系统Reservation预订-Room type code and features房间类型及特点-Room rate category房价-How to take company/FIT guest reservation如何接公司及散客预订-Add on/Change/Share增加/改动/同住-How to handle booking center reservation如何处理订房中心的预订-How to printe report fo
10、r reservation when reservation day off如何打预订部报表-How to check internet reservation如何查网上预订-Toyota reservationToyota预订PM服务质量监测How to handle Room Service Call.送餐电话Testing by manager经理检查General comments 总总体体意意见见:Buddys comments 师师傅傅意意见见:Trainees comments 员员工工意意见见: Trainees Signature Department Trainers Si
11、gnature Division Heads Signature Date: Date: Date:NEW EMPLOYEE TRAINING CHECKLISTBusiness Center - FONew employees name 新新员员工工姓姓名名：Division / Section 部部门门：Position 职职位位：Buddys name 师师傅傅姓姓名名： Date 日期 Employees Signature 员工签名Hotel Orientation 酒店入职培训Departmental Orientation 部门入职培训PeriodDescriptionDateT
12、raineesSignatureTrainersSignature1st weekTo meet grooming standard礼仪礼貌标准 To meet greeting standard问候语标准 To meet telephone manner电话礼仪 Set up newspapers/magazines如何摆放报刊杂志 DescriptionDisplay sales cabinet如何摆放商品展柜 Clear Meeting room会议室的清洁 Clear Pantry room茶水间的清洁Recite Service Tariff邮递服务Send out and rece
13、ive fax如何为客人收，发传真 Print fax report如何打印传真报告Remove fax machine errors如何清除传真机故障 Make copy如何使用复印机Remove copy machine errors如何清除复印机故障Fidelio knowledge: guest name/room no. check如何在电脑系统中查客人名字和房间号码 Handle Courier service: EMS /DHL如何办理EMS和DHL业务Testing by manager经理检查Weekly review & comment by buddy & trainee
14、 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature2nd weekCan follow up the first weeks job description and main duties 回顾第一周主要工作职责How to open bill 如何入账 How to write Daily Control Sheet 如何填写账单控制表How to fill in internal forms: good sales, equipment rental, l
15、og book etc. 如何填写内部领货单 How to search Fidelio information (function keys) 如何使用功能键Fidelio knowledge: billing/posting 电脑知识Computer skill: Windows Word/Excel/Outlook/IE 电脑技巧：WORD 文件EXCEL 文件 How to use printer: HP4LC, 6P, 4500C 如何使用惠普4LC，4500C打印机 Remove printer problem 如何清除打印机故障Fill in Invoice 如何填写发票Fami
16、liar with Credit Cards 熟悉可收的信用卡 How to use EDC machine 如何使用银行的刷卡机Familiar with the sales goods/price 熟悉所销售的商品和价格To know door open/close procedure 商务中心的开，关门程序Testing by Manager 经理测试Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTr
17、ainersSignature3rd weekCan follow up the past week job description and main duties 回顾上一周工作职责How to book meeting room 如何预定会议室Set up meeting room 如何摆放会议室物品 Serve drinks/cookies/clear ashtray for the meeting room 会议期间如何上茶水，点心 How to use Overhead Projector 如何使用投影仪Handle Ticketing service 飞机票处理Handle Tra
18、nslation service 翻译处理Handle Film developing service 冲洗胶卷业务 Handle Broad Band rental service 如何出租宽带How to set up dialing connection 如何拨号上网 PC knowledge: Scanner, Power Point 电脑技巧： 扫描和制作幻灯片Fidelio knowledge: Function key Shift+F7 电脑知识Testing by manager 经理测试Weekly review & comment by buddy & trainee 周周
19、回回顾顾与与总总结结: Strength 强项 Weakness 弱项2nd weekPeriodDescriptionDateTraineesSignatureTrainersSignature4th weekCan follow up the past week job description and main duties 回顾上一周工作职责How to Close Cashier 如何关账Set up VIP meeting room 有重要会议，会议室如何摆放Handle City Ledger payment 如何挂账Fidelio knowledge: leave check o
20、ut message 如何给客人留言 How to use Binding machine 如何装订How to rent out equipment 如何出租设备How to read/write ccmail 如何收发文件How to install Broad Band Modem 如何安装宽带How to handle emergency situation 紧急情况处理 Testing by manager经理检查General comments 总总体体意意见见:Buddys comments 师师傅傅意意见见:Trainees comments 员员工工意意见见: Trainee
21、s Signature Department Trainers Signature Division Heads Signature Date: Date: Date:MANAGEMENT TRAINEE TRAINING CHECKLISTFOOD & BEVERAGETrainees name：Division / Section ：Position ：Buddys name ： Date 日期 Employees Signature 员工签名 Date Trainees Signature Departmental Orientation The end of the training
22、PeriodDescriptionDateTraineesSignatureTrainersSignature1st step KNOW (To understand the basic situation of the department )Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature2nd weekForm/ Voucher Introduction 表格和礼券介绍
23、How to use Vingcard system 怎样使用Vingcard 系统File introduction 文件介绍General report ( Report instruction and printing) 一般报告(报告说明与打印)Credit card type 信用卡类型EDC machine / telephone approval procedure 刷卡机/电话授权程序 -How to get approval code( EDC and Phone) 获得授权码(刷卡机/电话)-How to do direct sale 直接作消费-How to do off
24、-line 作离线-How to cancel sale and off-line. (CXL voucher can NOT be thrown away)取消消费和离线(取消卡单不能扔掉)-How to use manual credit card printer and automatic printer 手工书写卡单和自动打印卡单-How to check GW and MU & GA credit card 检查长城卡、牡丹卡、龙卡How to print R/C 打印临时入住登记表- -Registering procedure 登记程序-How to fill in R/C 填写
25、临时入住登记表 -Passport type recognition and how to register Visa expire date 护照类型识别和登记威萨有效期-How to fill up payment authorization form.(which is at the backof R/C) 填写授权表(临时入住登记表后附)-How to imprint credit card 打印信用卡Confirm rate & departure date (time) with guest 与客人确认房价和离店日期Name card collection upon c/I 办理入
26、住登记时索取客人名片Travel Agent FIT check in 旅行团办理登记入住-Travel agent voucher/fax 团单/团队传真-Travel agent telegram draft copy( TT) 团队电报复印件-Handing Anasazi Booking 处理Anasazi 旅行社预订Due out room chasing policy & procedure 催待退房间的政策和程序-GC, VIP & Horizon rooms usually till 18:00pm 金环会员、贵宾和豪华阁房间客人通常到晚六点-Confirmed departu
27、re time key in like 14:01 确认离店时间输入电脑如14：01-Handing late c/o request 处理延迟退房要求Extension Procedure 分机程序Renew key and get enough deposit 更新钥匙和获取足够押金Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项2nd weekPeriodDescriptionDateTraineesSignatureTrainers
28、Signature3rd weekFunction Keys 功能键 Reservation Field 预订区域-Take / Add on / Change reservations 作预订、增加预订、更改-Create / Break Combine Share 建立和取消共享房-Day use room policy and procedure 当天来当天走政策和程序Arrival Field 到达区域 -Rate Code 房价-Upsell field 高价销售区域-Block 分房-Reservation type 预订类型-Market segmetn/Soure 市场方面及来
29、源-Discount field 打折区域-Package 套装销售 -Payment 支付-Amenity / Service /Feature 备品/服务/特征-FFP 飞行里程积分-Instruction 说明-Special field 特殊区域-Name & address format 姓名和地址格式-Language code 语言码 -Amenity / Service / Feature codes 备品/服务/特征码- -Option选择-Remarks 备注-History 历史-Future 未来-Special field 特殊区域-Select another pr
30、ofile 选择另一个客人记录-Central look-up system 中心查看系统-Merge / Delete 合并/删除-Company profile 公司资料-GC field introduction 金环会区域介绍Option 选项-Routing instruction 窗口指示-Company / Agent name (walk in corporate guest) 公司/代理名称-Special fields特殊区域-Package options 套装选择-Break share 分散分享-Combine share 合并分享-Traces key in & H
31、andling procedure 跟踪记录输入和处理程序-Accompanying function 伴随功能-Message 留言 -Move (change room procedure) 换房(换房程序)-Regcard- Registration card printing 登记卡打印Arrival / in house guest searching in the local database by last, first,partial name, agent, company, group name, confirmation No. Set.使用客人的姓、名、部分姓名、公司、
32、团队名和确认号在本地数据库里查找到达和住店客人Walk-in check in procedure in local database直接来店客人使用本地数据库办理入住程序-Select profile 选择记录-Central look-up check 中心查看系统中查找-Departure date / time confirm 离店数据时间确认-Rate/ Market code key in 房价/市场代码输入电脑 -Key in company name with corporate rate 公司合同价将公司名称输入电脑-Room assignment 分房-Payment 支付
33、方式Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature4th weekCash float ( balance on daily basis) 现金浮动Payment method policy 支付方式政策How to fill in official invoice 正确填写发票Policy & procedure of comp
34、any chaque acceptment 收取公司支票的政策和程序-Cash advance against the cridet card 从卡里取现金 -GC member wave 2.9% service charge 金环会成员不需收2.9%的服务费-Foreign currency deposit & cheque handling 掌握外币跟支票作押金Rebate 扣减-How to use the correct department code 使用部门代码-Get approval GSM or FOM 得到值班经理和前厅部同意3rd weekCity ledger 挂帐-
35、Correspondence is required attach with R/C 临时入住登记卡后附确认书-A/R # required from Credit 财务部挂帐负责人同意 Pay out 现金支出-Fill in the reason in supplement field 在附加区域填写理由-Get the guest, GSM or FOM signature 得到客人、值班经理或前厅部经理签字Late charge 延迟付费How to do correction charge for the posting or payment at the same day 平衡一天
36、入帐与收入Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature5th weekMain menu in the billing 帐目总菜单-When use “ Advance bill & pay only 提前付费与只付费-Information printout 打帐单-New posting ( department code) 入帐(部门代码)-Fixed charge
37、s 固定收入-Telephone detail 电话细节-Transfer ( “D” transfer and “850” transfer) 转帐-Folio styleFolio 类型-Preview folio 预览Folio-Split function Miscellaneous 杂项分割-Miscellaneous: Disable phone details, Posting history, Show posted POS item 杂项Posting function 入帐功能-Journal function 日志功能Cashier function 收银功能-Money
38、 exchange (Cash & traveler cheque) 换钱-Change password 更改密码-Folio historyFolio 记录Close Cashier 关帐-Step the folio according to department code 根据部门代码分步Folio-Print “ Ledger Posting report” before close cashier 关帐前打钱“挂帐报告”-Count the cash float 数钱-Pint close cashier report打印关帐报告 4th week-Hand in cashier
39、remittance envelope and folio to accounting with the witness 与见证人一起上交钱袋和folioTesting by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature6th weekReviwe the key ponits on week ( 3, 4 ) 复习第三、四周重要内容 Selling
40、 procedure 销售程序Special Programs 特殊计划-Valued Guest Rate 满价入住客人-Frequent Flyer Program: FFP type, Promotion code 飞行里程计划Golden Circle Program 金环会计划-What is GC program 定义-GTC introductionGTC 介绍 -GC BENEFITS 金环会优惠 -GC enrollment 金环会员加入GC enrollmentPerformance Monitor Programe 服务质量监测Policy & Procedures 政策
41、和程序-Guest birthday 客人生日-Door opening 开门-Key Authorization 钥匙授权-Key give out policy and procedure 发钥匙政策和程序-Guest bring Pets in 客人带宠物Safe Deposit Box Control 保险箱控制General comments 总总体体意意见见:Buddys comments 师师傅傅意意见见:Trainees comments 员员工工意意见见:5th week Trainees Signature Department Trainers Signature Div
42、ision Heads Signature Date: Date: Date:NEW EMPLOYEE TRAINING CHECKLISTConcierge - FONew employees name 新新员员工工姓姓名名：Division / Section 部部门门：Position 职职位位：Buddys name 师师傅傅姓姓名名： Date 日期 Employees Signature 员工签名Hotel Orientation 酒店入职培训Departmental Orientation 部门入职培训PeriodDescriptionDateTraineesSignatureT
43、rainersSignature1st weekGreeting the guest with a smile 面带微笑迎送客人Telephone Standard 电话标准程序Print: “Transport in (out) Tomorrow” Report 打印接机送机报表Double check the report with the computer 仔细确认报表和电脑中的信息Print pick up flyer at Business Center 在商务中心打印接机牌Polish the poster board at the airport/the luggage trol
44、ley 擦机场接机牌行李车Clean up the reception counter at the airport 清扫机场台面Confirmed the air-ticket for the guest at the airport 在机场帮客人确认机票Introducing the city information to the guest on the way to the hotel 在机场回酒店的路上，向客人介绍城市文化Store the luggage for the guest with luggage tag 用行李卡为客人寄存行李Guest items hand over
45、record 客人物品登记记录The importance of the luggage quantity 非常重要的是确认行李数量 Explain to the guest how to use the room key 告诉客人怎样使用房间钥匙Explain the layout and the facilities in the room 在房间里向客人介绍房间设施Explain to the guest how to use the “DND” on the H.C floor 在豪华阁楼层向客人介绍怎样使用“DND”开关Reconfirm with the guest luggage
46、 quantity and wish guest a pleasant 再次确认行李数目Handle group luggage 送团队行李Hotel product knowledge 酒店产品知识How to walk in the lobby 肢体语言Door service 内岗门口服务Taxi service greetings 外岗出租车服务Testing by Chief Concierge 经理测试Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescr
47、iptionDateTraineesSignatureTrainersSignature2nd weekContinue to review the last week job description and Main duties 复习上周的培训内容Booking the hotel limousine 租车服务 Confirm the flight time with the guest 为客人确认航班时间Fill out Transportation booking form 填写车单Hand over the booking form to Transportation departm
48、ent 和车队确认客人用车信息Post bill at Front Desk 去前台入帐Submit the daily bill to Finance Dept. 当天车单报表报给财务Courier newspaper receiving procedure 报纸接收程序Letter, register letter record procedure 平信和挂号信记录 Internal letter/newspaper delivery 信件和报纸的分发 Leave message to in house guest 给客人送留言Umbrella wheelchair rental proc
49、edure 雨伞和轮椅租借程序Mobile phone battery changer rental procedure and operations 手机电池充电程序Testing by manager经理检查Weekly review & comment by buddy & trainee 周周回回顾顾与与总总结结: Strength 强项 Weakness 弱项PeriodDescriptionDateTraineesSignatureTrainersSignature3rd weekHow to receive guest from Airport 在机迎接客人Searching g
50、uest with Paging Board in Lobby 举牌在大堂内寻找客人Night shift should deliver express check out bills for tomorrow to guest room 夜班为第二天离店的客人送快速结账的账单Night shift should up date luggage register according to daily luggage store 夜班更新寄存行李记录Night shift should clean eight luggage trolley 夜班抛光八辆行李车Night shift should
