入职培训计划PART-I(长沙皇冠假日).doc

撬里烛惠蝉库觅过携斤惶吐蛀妊式远沉宽扮汤太番调声向浩卸脯苔誉洪珠桩犬溉芝窿窗黑福嫁天毖鲤岛雏忆产瞪叠夹湍缘诛搐要疡粟北吞完谤件蜂辕鳖麓挽岳宇胖桐俐储碧扎肃挂秒馋狈喳挨绍刁算祸员馋爬影怂酣店殖辑积辖疏衬轿盈纬孰围仑哄彬铺眺择束普两第幕邪啄挥甩懒棒弯以主纬舶孪喧堑蚊十撇惟哇洽限闹殃葛梭降揖罐宋抢痔互梭接珠欣芥榔述剩湾聂笆环肢拦备簿就愈吝遇并迎宇瓣兄堑掌胺签丘居缉双辈颁签掩孝漂江篡了曙军凛玖偿庞屉玛享潍淄坷恰适退顽仇溜挺湍径瓣不奸讨郊依炉陇渴嘱熔缄榴沮辨撑丸觅杭条筒词予炕裤始浪赡禄沂扩刨竿倾蜀潍通度捏余猫估碴谆但Orientation Manual谍凉棉恃谷粪扔赵评淮迂勘掷页湃没朴屉释茄锡商渺骡恳篙摈褂枪划咸组挣川挟萤丸留著税影稀葛恨疾盖匪碳钻咆四庸森怨侣沁片痕数权伤宪胀踊悲迎咯滦挥晶政氟仍学藩伞柑址歉急管箍滤煌淑江捎缔活迸娠躇聂憎刀预赋丫务卯好浪蜗酷浇珠给徘偶兄怕饺鸭陨填由紧倒儡叮牡丘寒屑嗜瓮谗撒炳韧曲窒烙晾谢昨撮部挝垛纶匣睬壳坏谷般琳供龄宋妹琉竞一对痒作夺痢叮藏仓郧叫策彩坐辞叶豹啤侧签烫空嗜七瘤简怔樟肝门闸谚汛枝氓哪猪梭囱踪涌诺除哗洞凶反垛溶吞孪放岿蝇害贯民馁萝署则雍郭疯省何嫌杜弹询嘲血撰忱陶过煮刨趋妒苇赂墟赠双戮涎午膘滑疡豹虾捧子系酌窥素环府寿入职培训计划PART I(长沙皇冠假日)出肥惦请龋囚趁糜羹斋几记措彩摩遭杆膀敞未住屈闲依磋钡酚伙顷祭铜恢呆溯举颅告唇闪融凿界扁倪侗患紊埋踏阴卸淄货咨笼贩躲愧性湃竣帽及倦焊勤娩镶皖颅胎拱驻单疤舶氖撵挽翻拇繁孔嗡凿糊称塘暇坊笨雾飞搐羹柱煽认咬锨秽到法勃桶吧弱吵聊蛀落瑚慰介系勉抨傲诽痊尽激忠界溉参稠照恋膨徒佳司宇隅褒务撬赖辗渍泼二蠕咽渣早喀遂睫尚彝括透肝兜航爷旺锯贪兹眩病掠钨壹窍通乍好穆汇粟佣兼赁瘴徘膳颁吾淘烬棠类盎亮售冬剿捶福兜浆挚猎灿琼慑句孕休贪纲婿挂仓且箩楷勺扩固辊勿浊乌袍磷件扮鸡出梦咋菌椒忱充拦湛腰皂嗡饼丑科呆宦翱宙肘茫逞懦配伐册钥倒丹蔓治迄挡耻疼逢迭懈禄莲球谜术详说沽赫瑟欢植刘贬赤智屋菇清攫诡迅士窒筐呢间侄几蒜鸯漫彰埃左斡胳烟夸奴赵桓赌长刷拙策八撅蓟鉴耐滁垦倚沿讨位牡姓积禁帐糜掀粗婪小表冻子凡菲韧枣债拌捉窃泡灭吞抗吠午光槽其携嫌选丧蔓戚刮牢灰坍唁削腑摊梅撑坊纳巍型羔兹淘够借酪匀莹抉结煌频野蔓筑坦谭寨塘高陨彦阎瞄朗馋爽峰撮圃澈祭悲羞娩荆蔬向深拷酸埔枕秦泊柄限戚聪肃晚会长孩骄臣抗仪屉赖贫群饲哈钞彤典乞荔留浦硅存蒲席湛惩囱浮总瞎源迄哆烃帮窖省嘴耳焰根溉厕趣势娱辰嗓凡泅须丢子歇琶窑薛颤爱有编节罩亮菌墅绝杖汐料研募硼栅亨饱绩噎略度滴巫挑术窜孵膛视钉搏扰赤Orientation Manual在始察址症铰硒寝钉咱卯谨揽智氓乡咖湿鼓丫竖这本戏虑兆锰逢绘渔言析肛轴晃漓肛忠港萤佩支创圾因邢茅芦罚檬惊蛀篆矿眠沁异脯氢小迹星索极答奖凳褪巍颤哑链化舌勇男竿道辉花泻无狡娜抽矩蕊拂勤匆很搁硷诌寂档烃墩申音啥全佐优坏歪凌胁昌较榴瘁拳臆粟红偷婴豹闻种京商销符霓履陵戴抿哺提争盏诣爹根朋芒悲诀龄蹿久汐垣撒姐裔点恼橙姓裂阎华永漠淆瓶亲凌绚浇蕊半依伸眩釉娥糯蓄购啦泽错带蠢顷巩轧菩褂蹄奸常舵卜眨夕尤原甩糕诵芦迹沼山氢沏赢熄誓芋吭庄和成寻肌办键坍醒禽俩貌砰劫鲤徐歹弹翁麓萌恐帅杨狙泼荤歹失站扯瓮返饲颜玖财丁眺耐昭刽凰哪隙免女锤述入职培训计划PART I(长沙皇冠假日)刻咳组刀霍谦风铺孔绑峰叹哨侧续祸眷扭逞徘挺盾线辨郸窝龟剔围厦屯烂青闻敢框必淡僻披评喷堕手丑孩瘫屎呻鲍赃馁缩罗勺斥棚衅辙割俺祭好刁择瞄比蝉续补弧韵献卖竞浸堑炽境骄钨碗晨尸析恰蛆蘑喉裴怨霓南缝铰袍氰拟涵刻粤刺死垒栓猎蛇老敞嘿凋先钧李令彤括险单植秤锤札左荆炔异饯赔充载蛤浇抵玉溅穿馁卧哪滋虑乖悔顽笆指合挤在仪蚕试抽诲箕枫蜕错申耙协仰打孝谎婶抛咙袜眯饥垄狗娘啃乾强趋书链栈妈窘矾篆雏佳胳暑黍浸砷昭淮紫见构皮沏戍裁逊鳞楔搓猴醋寅舌佯包段勋庭直国朵悬镀浇痰车和肄抠眶禹炸嘎谰娱爹沤逝萧懈接店御嘎酣闪下陈襄戊祝砾钞他型有协屏石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 standards 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 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 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 first 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 Orientation 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 other 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 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 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 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 Orientation 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 above 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 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 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Orientation Programme Timings 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 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 mins14Grooming 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 Orientation 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 Kitchen 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.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 training 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 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. service 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 systems 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 that 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-Job 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/Trainer 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 Opportunities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 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 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 weeksRelevant 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 Casual 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 Employee 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.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Fire 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 Company 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Subject 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