1、TRAINING AND DEVELOPMENT INTRODUCTION 2004 InterContinental Hotels & Resorts Brand Standards Page 5-1 TRAINING AND DEVELOPMENT 5 TRAINING AND DEVELOPMENT 5.1 INTRODUCTION ? PAGE 5-1 5.2 ORIENTATION ? PAGE 5-2 5.3 CRAFT/ON JOB TRAINING ? PAGE 5-4 5.4 LEGAL AND LIFE SAFETY TRAINING ? PAGE 5-5 5.5 OFF
2、JOB TRAINING ? PAGE 5-6 5.6 TRAINING RESOURCES ? PAGE 5-8 5.7 TRAINING ADMINISTRATION ? PAGE 5-9 5.8 SUPERVISORY AND MANAGEMENT DEVELOPMENT ? PAGE 5-9 5.9 INTERNAL COMMUNICATIONS ? PAGE 5-10 5.1 INTRODUCTION Education and training are the mainsprings of InterContinental Hotels & Resorts culture. The
3、y are a key commitment of the brand, and ensure that both staff and management not only appreciate what is meant by International Understanding, but are equipped with the skills to bring it to life in their daily work. InterContinental Hotels & Resorts is an international service-driven brand. Its e
4、mphasis on service impacts every guest interaction and every guest need. The training programmes that support this emphasis are designed to ensure that each guest encounter is flawless and every requirement is delivered consistently. Maintaining this qualitative standard is InterContinentals greates
5、t challenge and the training process is its starting point. When InterContinental Hotels & Resorts says to the frequent international traveller that We know what it takes, it makes a promise about quality that the traveller takes on trust. Training and professional instruction, both on and off job,
6、are designed to ensure that this expectation can be fulfilled in all circumstances anywhere in the world. The training programmes provided by InterContinental Hotels & Resorts are systematic and thorough, shaping the employees needs from both an individual as well as a developmental perspective. The
7、y engage in all craft and management skills, to the extent that no area of the hotel remains unaffected by their influence. TRAINING AND DEVELOPMENT ORIENTATION Page 5-2 2004 InterContinental Hotels & Resorts Brand Standards TRAINING AND DEVELOPMENT It is therefore important that every InterContinen
8、tal hotel must have its own Training and Development Manager, who in turn must be properly certified through InterContinentals Accreditation Programme (? see also Training resources on page 5-8). They should also report to the General Manager directly, reflecting both the importance of the role and
9、the separate nature of its expertise and knowledge. The programmes and standards are detailed below. 5.2 ORIENTATION Owner/General Manager TR001 General Managers new to the company, returning to the company after an absence of 24 months or in their first General Manager position will undertake an or
10、ientation programme. This programme will include: Attendance on the Regional GM Orientation Programme A visit to the Regional/Corporate Office Cross-exposure in a sister InterContinental hotel The hotel/owner will be responsible for paying the registration fee and travel expenses. TR002 The General
11、Manager is also required to attend the regional annual General Managers conference. The hotel/owner is responsible for paying the registration fee and travel expenses. TR003 A representative from the hotel or owning company will attend the annual conference for owners and investors. The date, freque
12、ncy, name and focus of the conference may change from time to time. Attendance at conference workshops, addressing areas of challenge specific to the licensees hotel is mandatory. The representative is responsible for paying the registration fee. Department Heads TR004 New department heads will atte
13、nd the full InterContinental Hotel & Resorts Orientation and additional management modules, as set out in the InterContinental Hotels & Resorts Orientation Manual. ? For more information, see the InterContinental Hotels & Resorts Orientation Manual TRAINING AND DEVELOPMENT ORIENTATION 2004 InterCont
14、inental Hotels & Resorts Brand Standards Page 5-3 TRAINING AND DEVELOPMENT TR005 High potential supervisors and managers will be nominated for and attend the appropriate Regional Development and Assessment Programmes. These will ensure the identification and development of future InterContinental Ge
15、neral Managers. TR006 New senior managers to the company will spend a period of cross-training in an InterContinental hotel within their Region. The Regional General Manager/Regional Vice Presidents of Operations or Directors of Operations will arrange this training, in association with the Regional
16、 Training and Development Manager/HR Department. All employees TR007 All employees, including trainees who will be with the company for more than two months, must complete the InterContinental Hotels & Resorts Orientation Programme within the first month of employment. ? For more information see the
17、 InterContinental Hotels & Resorts Orientation Manual TR008 In addition to the overall hotel orientation modules, all employees will complete department orientation within the first week of employment as laid out in the Orientation Manual. ? For more information, see the InterContinental Hotels & Re
18、sorts Orientation Manual Casuals/temporary staff In many countries our industry relies heavily on casual/short term contract/temporary staff and third party relationships. Many of these staff have direct contact with the guests and all have indirect contact. It is therefore essential that they have
19、the skills to do their job competently and to the standards established for InterContinental Hotels & Resorts. TR009 All regular temporary/casual employees will undergo well-planned and implemented orientation training, specific to their needs, as laid down in the Orientation Manual. ? For more info
20、rmation, see the InterContinental Hotels & Resorts Orientation Manual TR010 All temporary staff will receive the appropriate on job training in order to complete their duties to the same standard as a full time employee. This will also include health and safety and fire training. TRAINING AND DEVELO
21、PMENT CRAFT/ON JOB TRAINING Page 5-4 2004 InterContinental Hotels & Resorts Brand Standards TRAINING AND DEVELOPMENT 5.3 CRAFT/ON JOB TRAINING Introduction In addition to hotel and department orientation, all new employees will complete craft training that is specific to the technical requirements o
22、f their job, and service training specific to the guest service requirement for the InterContinental Hotels & Resorts brand. Much of this training will be completed on the job within the department, though some of the service training will take place off the job, in groups, away from the workplace.
23、Technical/craft skills TR011 Employees will have an initial job training plan that lists all the aspects of their job, which will be aligned with their job description, for which they will receive training. TR012 Each department will have a department trainer who is trained to carry out effective de
24、partment training and has attended the Craft Trainer Certificate Programme or Regional equivalent. TR013 Initial job training will be completed by a qualified or Craft Trainer, using a locally produced department training manual. TR014 An employee will be assessed against the standards required in t
25、heir job, retrained as appropriate and their progress recorded on their personal training record. ? See also Training resources on page 5-8 Service style InterContinental Hotels & Resorts has a strong reputation for exemplary service delivery and this is achieved through rigorous training and retrai
26、ning. We have established a clearly defined service culture, which provides direction and clear standards for service delivery and training. TR015 As part of the on-job training, employees must be briefed on the service elements of their role and must be evaluated and retrained as appropriate. TR016
27、 All new employees must attend the one-day programme We Know What it Takes. This programme explains the culture and direction of the company and the service style and credo of the brand. TRAINING AND DEVELOPMENT LEGAL AND LIFE SAFETY TRAINING 2004 InterContinental Hotels & Resorts Brand Standards Pa
28、ge 5-5 TRAINING AND DEVELOPMENT TR017 In addition to We Know What it Takes, employees will attend either My Guest My Customer or Be My Guest, whichever is more appropriate or designated regionally. ? See also Off job training on page 5-6 ? We Know What it Takes Training Manual ? My Guest, My Custome
29、r Training Manual ? Be My Guest Training Manual 5.4 LEGAL AND LIFE SAFETY TRAINING InterContinental Hotels & Resorts is committed to the safety and security of its staff and guests and to this end regular training is mandated. The General Manager will be aware of local legal requirements and adhere
30、to these if greater than those mandated by InterContinental Hotels & Resorts. TR018 All employees will attend fire/security/bomb training at least every twelve months or in accordance with local legal requirements, whichever is the more frequent, and training records maintained. ? See also FIRE AND
31、LIFE SAFETY, Training and development on page 8-13 TR019 Refresher health and safety training will take place in the departments for all employees at least once a year to cover such topics as: Emergency procedure for guests with disabilities Electrical equipment Safe handling of dangerous equipment
32、Food hygiene for all food handlers Lifting, manual handling Working with visual display units and other office equipment, and office safety Chemical training Alcohol awareness Local or regional statutory training TRAINING AND DEVELOPMENT OFF JOB TRAINING Page 5-6 2004 InterContinental Hotels & Resor
33、ts Brand Standards TRAINING AND DEVELOPMENT 5.5 OFF JOB TRAINING While InterContinental Hotels & Resorts believes on the job training and retraining are imperative, some subjects are best learnt away from the department and in groups, in off-job training. InterContinental Hotels & Resorts has a libr
34、ary of over 25 corporate training programmes all written specifically for the development of its employees, all of which are available for purchase from the Regional/Divisional training and development department. The Training and Development Guide is supplied to all hotels and contains objectives,
35、descriptions and target audiences for each of these corporate InterContinental Hotels Group programmes. TR020 The Training and Development Manager in each hotel will be trained or coached to run these programmes as appropriate and supported by their Regional Training and Development Manager or Area
36、Director of Training and Development. ? See also Training resources on page 5-8 TR021 All new hotels will be required to order a full pre-opening list of material and are then able to order and use additional material as required. Relevant charges for all manuals will be paid by the hotel. TR022 The
37、 hotels Training and Development Manager will successfully complete the Group Training Certificate awarded by InterContinental Hotels & Resorts within six months of taking up the position. Some corporate training programmes require the training manager to be certified as a Group Trainer before the p
38、rogramme is run in a hotel. Hotels will contact their Regional/Divisional training and development department for details of the Training and Development Managers training programme and certification. TR023 Training and Development Managers will be required to attend Regional Train the Trainer sessi
39、ons to become certified to run selected InterContinental Hotels & Resorts programmes. TR024 The Training and Development Manager will implement corporate training programmes according to the business needs of the hotel. TR025 When requested by the Region or corporate office, hotels will nominate app
40、ropriate delegates to attend centrally/Regionally run programmes and workshops. TRAINING AND DEVELOPMENT OFF JOB TRAINING 2004 InterContinental Hotels & Resorts Brand Standards Page 5-7 TRAINING AND DEVELOPMENT TR026 Hotels will provide, on a continuing basis, detailed training to support the implem
41、entation and delivery of InterContinental Hotels & Resorts brand standards. Front office staff TR027 Certain InterContinental Hotels & Resorts training programmes are mandatory for front desk staff within the first six months of employment. Priority Club Rewards, including Ambassador membership HOLI
42、DEX Plus training HIRO (Hotel Inventory Revenue Optimiser) UFO (Upselling Front Office) or Regional upselling programme Opera and Espresso, as required and also where Club InterContinental facilities and service are provided: Club InterContinental training RESPRO or Regional equivalent (for reservat
43、ions staff) ? See the Upselling Front Office Training Manual ? See the RESPRO Manual Sales staff TR028 All sales staff will attend relevant Regional Sales Training applicable to their position in the sales department. TRAINING AND DEVELOPMENT TRAINING RESOURCES Page 5-8 2004 InterContinental Hotels
44、& Resorts Brand Standards TRAINING AND DEVELOPMENT 5.6 TRAINING RESOURCES In order to deliver high quality training and achieve the required results, the right resources must be in place. For details of InterContinental training and development programmes contact your Regional/Divisional training an
45、d development department. TR029 In order to ensure a consistent level of skill and International Understanding, each hotel will have a Training and Development Manager who is a member of the Executive Committee, and qualified to run InterContinental training programmes. TR030 Hotel Training and Deve
46、lopment Managers will be accredited as a Craft Trainer and a Group Trainer having attended the InterContinental Accreditation Programme, which consists of the following programmes: Craft Trainer Certificate/On Job Training Group Training Certificate/Advanced Training Techniques Managing Training and
47、 Development for the Business ? See the Craft Trainer Certificate/On Job Training Manual ? See the Group Training Certificate/Advanced Training Techniques Manual TR031 Hotel Training and Development Managers will attend Managing Training and Development for the Business. ? See the Managing Training
48、and Development for the Business Manual or Regional alternative Department Trainer TR032 Each department/outlet will have a minimum of one designated Department Trainer who has successfully completed the Craft Trainer Certificate. TR033 Departments/outlets with over 25 employees must have one design
49、ated Department Trainer per 25 employees or a dedicated Department Trainer. TRAINING AND DEVELOPMENT TRAINING ADMINISTRATION 2004 InterContinental Hotels & Resorts Brand Standards Page 5-9 TRAINING AND DEVELOPMENT Divisional/Regional training Each Division/Region has a number of qualified and very e
50、xperienced training personnel to support the hotels. These people are the first point of contact for questions and support as required. TR034 Each Region will have specific priorities and objectives to achieve and hotels are required to support these objectives by implementing designated and associa
