入职培训计划PART-I(长沙皇冠假日)(共16页).doc

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1、精选优质文档-倾情为你奉上Crowne Plaza City Center Changsha New Staff Orientation Manual Part I长沙皇冠假日酒店新员工入职培训手册第一部分专心-专注-专业Hotel Orientation Manual 酒店入职培训手册Foreword to the Training Manager 培训经理前言The first weeks of a new staff members employment at your Hotel are the most critical in terms of setting the standar

2、ds for the time they will work for you.新员工入职的第一个星期对于酒店来讲是决定员工工作标准的一个重要临界点。Correct and comprehensive orientation of each and every new member of staff is one of our key responsibilities as training professionals. The presentation of a high quality programme will also present the Hotels Human Resource

3、 Department in a positive light from the start.作为专业培训员，准确和综合的新员工培训计划是你的主要工作职责。高质量的培训课程的演绎是展示酒店人力资源部形象的一个好的开始。The following manual is designed to provide you with a basis for your Hotels orientation programme and to ensure we maintain the same high standards for all orientation programmes throughout

4、the Company. 以下手册是专门用作酒店入职培训，同时也保证高标准的其他酒店入职培训项目。Using this manual使用本手册While the basis of each module is included you will need to spend some time going through the manual and customising it to your own Hotel. Disks are provided to enable you to do this.本手册包含各个基础部门，所以需要花费时间全部熟悉，并根据各个酒店不同情况使用。The fir

5、st section contains an overview along with a to do list which outlines what you will need to do to customise the modules before you run them.第一部分包含一份“需要做的”清单，需要在使用前根据情况因地制宜的使用。It may not be appropriate to run some modules for your Hotel. Please omit these modules according to your Hotels needs.如有不适应

6、用的部分，可根据酒店需求忽略。Each area of this manual is important and will require constant checking and updating to maintain standards.本手册各个部分都很重要，为保重标准，需要持续的更新检查。Utilizing Alternative Tutors 使用不同的培训员Utilizing alternative tutors/trainers to deliver different modules will help maintain interest in the Orientatio

7、n Programme for the delegates, you and the other trainers.使用不同的培训员来演绎不同的部分可以让课程更加有趣。Due to the nature of the Orientation Programme, it is often best to have the experts present the module relevant to their area. Orientation also provides a good opportunity for you to develop the training skills of o

8、ther members of the team.根据入职培训的特性，通常应邀请专业人事进行专业部门的讲解， 入职培训同样可以给团队中其他成员演绎自己培训技能的机会For some modules, e.g. Grooming, Telephones you may wish to use an external consultant, providing they are aware of and sensitive to your Hotel culture this is a good way of increasing the variation of tutors used and

9、easing your workload!某些部分，如，仪容仪表、电话礼仪，你可邀请一些外部顾问，这样你的培训员就会比较多样化，这样也可以适当减轻你的工作量。However there are a few requirements any potential tutor must meet:一些有潜力的培训员也可以参与到入职培训中来。Firstly they must hold a current Group Training, Train the Trainer Certificate or equivalent qualification首先必须为这些培训员举行相关的团队培训，培训培训员或

10、其他相关培训。They must be available on a regular basis to fit in with your Orientation Schedule他们的工作时间必须能够和入职培训相适应。You must be confident that their training will be of the standard you require for this programme你必须对他们课程演绎的标准有信心。Suggested tutors for each module are listed in the module overview section of

11、the modules.在以下相关部分中一些可以邀请的培训员都有相应介绍。Setting your Agenda 安排你的日程Employees will start on Orientation and it is completed within the first 30 days. Orientation will take the form of both on-job and off-job training sessions.新员工的入职培训要求在入职的30天内完成。入职培训包含脱岗和在岗培训两部分MANUAL 1手册1Off-Job orientation for ALL new

12、 starters consists of所有新入职员工的脱岗培训包含以下方面： A three-day modular programme outlined which must be completed within the first four weeks of employment. 在入职的第一个月必须完成三天的新员工入职培训。 A debrief of In-House Experience should take place within four weeks of its completion.在第一个月的培训完成后，需要进行相关培训报告MANUAL 2 手册2On-Job O

13、rientation for ALL new starters consists of对于所有的新员工，在岗培训包括： Department Orientation to be completed on the first day of employment加入部门的第一天必须完成部门入职培训。 Initial Training plan to cover the first two weeks of employment入职的头两个星期必须准备和完成一份初始培训计划。 Management Orientation to be run for all Line Managers and abo

14、ve within the first week of employment.对于一线部门经理和以上级别人员需要在入职的第一个星期完成相关管理级入职培训。Optional Modules should be run for specific employees as appropriate可选择的部分，可在需要的时候选用 New Starter Cross Exposure (optional)新员工交叉培训（备选） Orientation for Casual Workers should be run for all casual employees on the first day of

15、 employment.临时工在入职的第一天也需要参加入职培训 Dangerous Kitchen Machinery should be run for all employees who are in contact with kitchen machinery. This module should be run prior to use of the machinery.厨房员工需要进行厨房危险机器安全操作培训。Orientation Programme Timings 入职培训时间安排MANUAL 2手册2Off-Job orientation for ALL new starter

16、s consists of所有新入职员工的脱岗培训包含以下方面： A three-day modular programme outlined which must be completed within the first four weeks of employment. 在入职的第一个月必须完成三天的新员工入职培训。 A debrief of In-House Experience should take place within four weeks of its completion.在第一个月的培训完成后，需要进行相关培训报告Orientation Programme Timing

17、s 入职培训时间安排Module NumberModule TitleDurationOff Job Orientation 脱岗培训1Introduction - About this book 介绍30 mins2Welcome by General Manager 总经理欢迎20 mins3Introduction to InterContinental Hotels Group 洲际集团介绍1 hour4Our Owning Company (where appropriate)业主公司介绍（如果需要的话）10 mins5Introduction to Our Hotel酒店介绍20

18、mins6You are our Customers Terms and Conditions of Employment服务我的客人30 mins7Training Opportunities培训机会30 mins8Occupational Health & Safety职业健康和安全180 mins9Fire Training防火培训60 mins10Security安全培训20 mins11Hotel Tour and Product Knowledge参观酒店和产品知识90 mins12Marketing市场20 mins13Priority Club优悦会45 mins14Groom

19、ing and Hygiene仪容仪表和卫生60 mins15Telephone and Pagers电话和传呼60 mins16Introduction to Standards标准介绍90 mins17Customer Service Program (ITCS)顾客服务项目8 hours18Orientation Review回顾复习60 mins19Environmental Issue (Optional)环境保护（备选）20 mins20In-House experience debrief (Optional)店内经验回顾（备选）40 mins21Local City Orien

20、tation debrief (Optional)当地城市介绍（备选）40 minsOn Job Orientation 在岗培训22Department Orientation部门入职培训3 hours23Initial Training Plan 初始培训计划2 weeks24Management Orientation管理级入职培训3 hoursOptional Modules 可选部分25New Starter Cross Exposure 新员工交叉培训various26Orientation for Casual Workers 临时工培训1 hour27Dangerous Kit

21、chen Machinery 危险厨房机器的操作1 hourHandouts 手册Where appropriate handout outlines are included.需要准备一份完善的员工手册作为培训支持。A PowerPoint based workbook with consolidation questions is provided for specific off job training modules in Manual Two.参照后附PPT演示文档。Handouts 手册Where appropriate handout outlines are included

22、.需要准备一份完善的员工手册作为培训支持。If your Hotel does not have a Handbook you should discuss this with your Personnel colleagues and will need to develop one, or in the short term produce extra handouts.如没有员工手册，需要有相关材料辅助。A PowerPoint based workbook with consolidation questions is provided for specific off job tra

23、ining modules in Manual Two.参照后附PPT演示文档。Review and Evaluation 回顾和评估As with all training the Orientation Programme will need reviewing to evaluate its effectiveness. Listed below are some suggested tools for you to utilise. Remember you will need to evaluate the effectiveness in both short and longer

24、 terms.所有的入职培训项目都需要进行回顾和评估以检验培训的有效性。以下有一些方法可供你选择，记住，你需要从短期和长期来检验培训的有效性。 Quiz games at the end of each day to check learning每天进行小测验 Post orientation questionnaires given to staff (see module 30)发给员工入职调查文娟 Monitoring labour turnover in first 3 months of employment掌握头三个月的劳动力流失率 Guest comments i.e. serv

25、ice received from new staff客人意见。如：新员工的服务Orientation Programme 入职培训项目Mission Statement企业使命宣言Develop employees who will be committed to InterContinental Hotels Group and its culture.发展洲际酒店集团忠实的员工。This Programme is an integrated process carefully linking training, management philosophy, technical syste

26、ms and operating procedures. Employees will be provided with essential core skills during their initial training period with the Company.这个培训项目是针对培训、管理哲学、技术系统和运作程序的一个综合过程。在初始培训计划中需要提供给相关的、员工基本核心的技能。ORIENTATION CHECKLISTS入职培训检查表Employees should receive a schedule, which should include all modules tha

27、t the delegate will attend. On completion this schedule should be signed by the Trainer and the Trainee and can be used as a training record.员工需要有一份日程表，包括所有员工需要参加的项目，作为培训的结束，日程安排需要有培训员和员工双方的签名确认，同时这个也可以用作培训记录。CONTENTS 内容 Sample Orientation Schedule 入职日程样本 Off-Job Orientation Checklist 脱岗入职培训检查表 On-J

28、ob Orientation Checklist 在岗入职培训检查表 New Employee Introduction Checklist（General） 新员工入职培训检查表(综合)The Training Manager or Human Resources Manager should keep a record of attendance for all delegates.培训经理和人力资源经理需要保存一份所有参与者的出勤记Off-JOB ORIENTATION SCHEDULE入职培训日程样本Subject 项目Time 时间Date 日期Venue地点Supervisor/T

29、rainer 主管/培训员Off-Job Orientation 脱岗入职培训Introduction - About this book介绍Welcome by the General Manager总经理欢迎Introductions to InterContinental Hotels Group洲际酒店集团介绍Our Owing Company我们的业主公司Introduction to our Hotel我们酒店介绍You are our Customers - Terms and Conditions of Employment你是我们的客人-雇佣条件Training Opport

30、unities培训机会Occupational Health and Safety职业健康Fire Training消防培训Security安全培训09.00 18.00Training Room培训室Training Officer 培训主任General Manager/ HRD总经理/人力资源总监Training Manager培训经理Personnel Manager 人事经理Training Officer 培训经理Personnel Manager 人事经理Training Officer 培训经理Personnel Manager 人事经理Security Manager 保安经

31、理Hotel Tour and Product Knowledge参观酒店和产品知识Marketing市场Priority Club优悦会Grooming and Hygiene仪容仪表和卫生Telephone and Pagers电话和传呼09.00 18.00Training RoomHead Concierge首席礼宾司Sales Manager/ Director of Sales销售经理/销售总监Front Office Manager前厅经理Training Officer 培训主任Switch Operator总机主管Customer Service Program Be My

32、Guest 顾客服务服务我的客人“Make it Happen”梦想成真Crowne Plaza CORE Value and Mission Statement 皇冠假日“核心价值观”和企业使命宣言Orientation Review复习Training Manager 培训经理Training Officer 培训主任Optional Modules可选部分Environmental Issues环境保护In-House Experience店内经验Local City Orientation当地城市介绍Head of Environmental Committee环保委员会主席Human

33、 Resource Manager人事经理Head of Concierge首席礼宾司ON-JOB ORIENTATION SCHEDULE (CONT.)在岗入职日程（内容）Subject 项目Time 时间Date 日期Venue地点Supervisor/Trainer 主管/培训员On-Job Orientation在岗入职培训Department Orientation部门入职3 hoursRelevant Department相关部门Departmental Training Co-ordinator部门培训协调员Initial Training Plan初始培训计划2 weeksR

34、elevant Department相关部门Management Orientation管理级入职variousRelevant Department相关部门Department Head / Training Manager /Training Co-ordinator部门经理/培训经理/部门培训协调员Optional Modules 可选部分 New Starter Cross Exposure新入职交叉培训variousRelevant Department相关部门Departmental Training Co-ordinator部门培训协调员Orientation for Casua

35、l Workers临时工入职培训1 hourRelevant Department相关部门Departmental Training Co-ordinator部门培训协调员Dangerous Kitchen Machinery厨房危险机器的操作1 hourRelevant Department相关部门Departmental Training Co-ordinator部门培训协调员Manager Signature 经理签名Trainee Signature学员签名NEW EMPLOYEE HOTEL ORIENTATION CHECKLIST新员工入职培训备查单Name of Employe

36、e 姓名 _ Position 职位_Department 部门_ Start Date 开始日期 _Each New Employee is required to attend all topics listed above before the employment. The New Employee Company Orientation Checklist will be issued to them and the employee will sign-off at the end of the session and returns the form to the trainer

37、.每位员工都要求在入职前参加上述专题培训。新员工入职培训备查单将发给每位新员工，员工在课程结束时签字后还给培训员。Put a check in the box 在小格子里打勾。Personal welcome and comments by General Manager 总经理欢迎致辞Training & Career Development培训及事业发展The culture and philosophy of IHGs global organization IHG一全球组织的文化和理念。Tour of the hotel 参观酒店The management team介绍管理团队Fir

38、e Preventions, Evacuation Procedure and Safety消防安全与紧急事故程序、逃生程序IHG corporate video集团公司录影带Health and safety 健康与安全Make It Happen.“梦想成真”培训Grooming and hygiene (wearing of name tags) 仪容仪表与卫生Be My Guest“服务我的客人”Telephone manner电话礼仪Priority club 优悦会奖励制度Personnel Policy and Staff Handbook人事制度和员工手册Owner Compa

39、ny and Changsha Introduction 业主公司及长沙发展介绍My Hotel 酒店基本功能Customer Service 顾客服务I certify that all the above activities were completed on the date indicated.我证明所有以上活动已在标明的日期完成。Employee 员工 _Date 日期 _Training Manager 培训经理 _Date 日期 _DEPARTMENTAL ORIENTATION CHECKLIST新员工部门上岗培训备查单Name 姓名Commencing Date 开始日期S

40、ubject 主题Notes 备注Greet the Team部门欢迎 Introduction to Senior Staff 介绍给上一级员工 Departmental Tour and related areas 参观部门及相关区域 Departmental Organisation Chart 部门管理架构Accident Reporting 事故报告 If injury occurs on the job 工作中发生事故 If injury occurs travelling to or from work 工作之外发生事故Location of First Aid Boxes 部门

41、急救小药箱 Location and who to report to 地点和报告Departmental Security Issues 部门安全 keys, computers, stock, cash, etc 钥匙、电脑、仓库、现金等 confidentiality of hotel and company information 酒店保密制度和公司信息Fire 防火 What to do 应该怎么处理 where to go in the event of fire 火灾逃生Issuance and explanation of Job Description 工作职责 Priori

42、ty duties 首要工作指责 Department goals 部门目标Early Training 早期培训 Designated trainer 培训员 Schedule of training 培训日程 Ongoing training opportunities 培训机会 Departmental S&P Manual 部门培训手册InterContinental Hotel Group Intranet (if applicable) 集团网络 （如有） Presentation Standards 个人仪容仪表 Uniform issuance 制服 Name Badge 铭牌

43、Working Hours 工作时间 Rosters 排班 Leave Requests (incl. sick, annual, etc) 请假程序 Overtime and Times in Lieu 加班Employee Facilities 员工设施 Lockers and keys 门锁 Staff Dining Room 员工餐厅 Photocopier/Fax/Phone etc 复印机/传真机/电话Guest/Visitor Etiquette 对客服务 Telephone Etiquette Departmental Standard 电话礼仪部门标准 Message Tak

44、ing 留言Environmental friendly initiatives 环境保护Guest Recognition Program 服务课程 Priority Club Explanation 优悦会 Hotel VIPs, Long stays, Hotel specific programs 酒店重要客人，常驻客人，特殊项目等Performance Reviews 表现回顾 Who conducts and timeframe 谁来执行和时间表 Review meeting for end of first week, month, 90 days 回顾会议，第一星期，月和90天。Payroll process, pay dates, time sheets 工资，工资日期Main HR Documents/processes 主要人事文件 Leave requests 请假申请 PAF 个人表现评估 Hiring new staff (if relevant