星级酒店培训纲要【中英文对照】

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1、HumanResourceTrainingDepartment培训部StandardOperatingProcedure标准运作程序LiuhuInternationalHotel柳湖书院国际酒店32STANDARDOPERATINGPROCEDURE标准运作程序LiuhuInternationalHotel柳湖书院国际酒店SUBJECT:TRAINING主题:培训Policy政策AllLiuhuInternationalHotelPropertiesemployees,regardlessofposition,willreceivetrainingfortheirspecifi

2、cjob.Thetrainingwillbesystematicallyplannedandimplementedtoensurethatemployeesdeveloptheirpotentialinordertoachieveandmaintainperformancestandard.所有由柳湖书院国际酒店管理的员工,应根据其职位接受有关专业知识的培训。培训应有系统的计划并贯彻它，以确保员工发展其潜能以达到工作标准。EachDivisionHeadisresponsibletoensurethatheplansforthetrainingofall32staffinhis

3、areaofresponsibilityandmustfollowuponissuesbelow.每位部门经理应负责为其负责区域内的所有员工做培训计划并跟进以下事项。Procedure程序1.OnJob岗位培训PlanfortrainingofallstaffwhichmustconductedbySeniorManagementandrecordedontrainingChecklists.根据培训检查清单计划由高层管理人员对所有员工进行培训。2.TrainingDepartment培训部Toco-ordinatetrainingofallstaffwithTrainingM

4、anagerinordertoensurestaffhavetheabilitytodotheirjobtoahighstandard.与培训部经理协作培训员工以确保员工的工作能力达到高标准。3.Trainingshouldinvolve:培训内容包括：A.CustomerService礼貌服务B.ProductKnowledge产品知识C.TechnicalSkills技能技巧D.EnglishforallFrontLinestaff针对所有前线员工的英语课程4.ProvidetheTrainingManagerwithamonthlyscheduleoftrainingto

5、beconductedbyyourDepartment,butalsowhatareasyourequiredthemtotrainyourstaffon.Trainingistobeconsideredimportantinordertodevelopourstaffandmustbemeaningfulandresultsdriven.向培训部经理提交你部门的培训进度表，且你可以要求任何部门帮助培训你的员工。为了提高员工素质并获得有效结果，培训被认为是非常必要的。5.Schedulewillbepreparedtocoverthetrainingrequiretomeett

6、he32performancestandard.准备符合要求的培训进度表以达到工作标准。4.Trainerswillberesponsibleforcarryingoutthetraining.Noemployeewillbeplacedinajobwithnotraining,norwillthetrainingbecarriedoutby“puttingthetraineewithanotheremployee”withnoorganizedstructurefortraining.培训者应负责完成培训。任何员工都不能未经培训就上岗，或是由组织架构所不允许的“员工培训培训生

7、”来完成此项培训。5.Followuponprogressoftrainingconductedbypersonallyinspectingstaffperformanceon.跟进培训进度并亲自检查员工工作情况。A.CustomerService礼貌服务B.RevenueManagement效益管理C.CostManagement成本控制D.ProductPresentationandsoon公司形象等等STANDARDOPERATINGPROCEDURE标准运作程序LiuhuIntern