What should the hotel PA department train its staff? I need a training program, thanks!

How do hotels train their staff?

Behind a successful hotel must be a strong team, and this strong team is the key to hotel operations. As the head of the hotel, managing such a large team is a heavy burden, especially when it comes to training staff.

According to the survey, 90% of the 100 employees will choose to change jobs if the hotel does not provide training that is conducive to personal development. According to the data, most employees want to get good training from the hotel to improve their skills. It can be seen that the job of hotel training staff is indeed important, so how does the hotel train employees?

The hotel trains staff to focus on one. Provide human-centered training content.

The restaurant is for customers, and in addition to the general dining needs, customers will have different special needs depending on the person, and they also have different standards for the satisfaction evaluation of the restaurant staff. This complexity of customer needs makes restaurant work difficult. It requires employees to be aware of and good at analyzing the complexity of customer needs and dealing with them accordingly.

Therefore, in the content of employee training, there should also be two basic contents, namely standardized service and personalized service.

The second key work of the hotel training staff. Let employees have a sense of service.

Service consciousness is the understanding of the duties, obligations, norms, standards and requirements of hotel waiters, and requires waiters to maintain the sincerity of guests in my heart at all times.

The specific requirements of service awareness are as follows:

1. Service instrument.

The so-called service instrument is the requirements and specifications of the service personnel in terms of mental outlook, appearance modification and dress and clothing in the service. It is emphasized in the following two points:

1) Serve with a smile. This is an essential requirement for welcome etiquette and politeness. The waiter should treat the guests with a kind, warm, sincere, neither humble nor arrogant, generous and courteous.

2) Retouch your appearance frequently. Be diligent in haircuts, frequent bathing, frequent manicures, and frequent changes in clothes.

2. Service manners.

Service demeanor is a specific requirement for the behavior and action of service personnel in their work. As a qualified waiter must do:

1) Conduct yourself in a dignified manner, move in a civilized manner, sit upright, and do not lean forward or backward.

2) All kinds of uncivilized behavior should be prohibited in front of guests.

The hotel trains staff in key work three. Create a positive and optimistic atmosphere in the hotel.

By chance, the author once saw a CD of inspirational sign language dance in a certain ** called China Eat Network, which contains novel and innovative inspirational dances, so that the hotel can give customers a refreshing feeling in various activities, and the author feels very useful. As a hotel trainer, we should create this relaxed atmosphere, so that employees can use inspirational dances instead of traditional broadcast gymnastics during work breaks and activities, adjust their work status, exercise, and better devote themselves to work.

These are the key points of the hotel's staff training work, so that the staff's ability can be improved, so that the staff can better devote themselves to their work and make the hotel operate better.

1. Employees should be responsible, have a number game, do push-ups, and they will feel that they are an indispensable member of the company;

2. Employees should be proactive, establish efficient work processes, and cultivate the professionalism of employees;

3. To set a benchmark, an employee in the company or industry, the employee's background, education, nothing is good, but it is a little good, good performance, good work performance, so as to solve the problem that employees always find excuses;

4. Establish system execution, don't believe in the greatness of people, in management, people are not gods, people will make mistakes, so the establishment of a good system is very helpful to improve execution. Why is it that someone is able to manage dozens, hundreds, and somebody is able to manage thousands, tens of thousands? The answer is the system.

Of course, the first of this system is to transform the company's plans and goals into personal plans, and do not discuss with employees what the goals are, but mainly discuss the measures to achieve the goals; The second is one-to-one responsibility; The third is inspection, people don't do what you want, only do what you check; The fourth is to motivate in time.

Does your company have a management system? There should be middle and high-level management personnel to learn the management system, and the system will be implemented and the overall quality of the system should be improved.

Grass-roots personnel learn work procedures, on-site etiquette, basic polite language, and emergency treatment methods for dealing with unexpected problems on the spot.

I've done a similar job at a management company, and if I understand correctly, you're going to break down the entire training program from the company as a whole to the various levels of the hotel down to the employees.

So the approximate steps of the work are as follows:

If you plan to complete the overall hotel through training, that can tell you very responsibly, the effect is average, my method is (this effect is very good): first complete the hotel trainer training, this you are doing human resources, you should know the professional trainer training, after completing this training, your task is basically half completed.

If your subordinate hotel has not yet designated a position or department trainer, your first step is to become a trainer selection designation, if it is really difficult, the leaders of each department or position will do it, after all, their skills and quality requirements have been tested to achieve this position.

If you don't have the relevant trainer training skills training, then you can directly face the selected trainers to do theme training (that is, the company wants to send the training topics and projects to the employees of various positions in the hotel), and at the same time use your own training skills to teach each trainer how to complete the training content.

At this point, although each trainer has received training and accepted the relevant training tasks, your training is not over, and you still have no control over the entire training results, so the assessment or evaluation tasks should be issued at the same time, that is, the on-site trainers must complete the training, and the requirements must be specific, such as: employees can dictate the company's understanding of "the importance of the interests of the customer is the hotel", and can demonstrate the specific performance of "cordially winning the hearts of customers" and so on. At that time, you will have to go to the trainees to spot check, or observe at their training site to obtain complete training results, so that the whole training process is complete.

I have been training for many years, and my experience is that in order to achieve complete and effective training, you need to have a complete set of skills and methods, and teach these to the trainer, and your job will be much easier. And the trainer will also have a good enthusiasm for work because of learning and improving.

To sum up, it is: the company's outline training content You (human resources training) propose a training plan (including time, place, number of trainees, participants, fees, etc.) Decompose tasks, detailed training materials ppt, teaching materials, etc. Convene trainers for training Confirm mastery Decompose into departmental positions On-site observation, assessment Overall evaluation Summarize training reports.

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