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1、 SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN DAY 1 HR Introduction; Welcome to The hotel HR Hotel Organization; Who is who and departmental relationships HR Executive Committee Introductions; Associate Introductions HR Your New Hotel/Facilities, segment type and “personality“ HR Marriott Inte
2、rnational Structure and Philosophies HR/DH Hours of Operation HR/DH Rules and Regulations; The basic ground rules HR/DH Appearance and Standards HR/DH Safety; Working in a safe environment; Dealing with emergencies HR/DH Tour of Hotel If total hotel orientation is a half day, the DH should ensure th
3、at the HR/DH training takes place in the afternoon, after the total hotel orientation, to cover those items as indicated. HR = Human Resources DH = Department Head DAY 2 CLASSROOM TRAINING Introduction to the Housekeeping Department Who is Who Schedules Guest Satisfaction Guest Response Personal Saf
4、ety Working Safety Guest and Guest Room Security Lost and Found Fire Drill Procedure and Responsibilities Associate Rotas Working Areas Responsibilities Hospitality Resource: Hospitality Manual; Service Excellence Manual Dealing with Internal and External Customers Interdepartmental Relationships Co
5、mmunication skills Resource: 1st 10 Housekeeping Manual Explanation of Why Housekeeping Duties Contribute to a Smooth Check-In Process Video Self-senioring DAY 3 CLASSROOM TRAINING 1. Ecolab Guestroom Training Resource: “Ecolab World Trainer Services: Video and Test 2. Dirt School Training Resource:
6、 Introduction and explanation of how and when to use cleaning supplies and chemicals and their safe use. 3. Post-It Sticker Test Resource: Explanation and testing the acquired knowledge of associates by having them attach the right colored post-its to the right area to clean. 4. Floor and Carpet Cle
7、aning Resource: “Cleaning Certification Manual“ Dirt School: Correct methods for cleaning various floor surfaces, i.e., carpet, marble, etc. 5. Equipment Maintenance and Usage Resource: “Dirt School:” Ongoing maintenance of equipment; Safe and careful use of equipment 6. Special Cleaning Supplies EN
8、D OF CLASSROOM TRAINING DAY 4 - 14 ON THE JOB TRAINING Room Attendant Training General Information Master Key Procedure Usage of Pager/Radio Linen Identification Stocking the Cart (fun exercise) Amenities, Supplies and Linen Entering a Guest Room Dos and Donts How to Make a Bed (fun exercise) Cleani
9、ng Standards Working in Rooms EIWO Making a Bed Cleaning a Bathroom Working in the Room the Marriott Way Self Inspection Updating Room Status Turndown Service Organization of Linen Room Usage of Work Orders Use of Housekeeping Report How to Open and Prepare a Sofabed or Rollaway Duties on Guest Floo
10、rs, i.e., Room Service Trays Floor supervisors should attend the same training and one day of PMS/FIDELIO training. DAY 4 - 14 ON THE JOB TRAINING Housekeeping Aides General Information Master Key Procedures Usage of Pager/Radio Cleanliness Standards EIWO (Everything in Working Order) Usage of Work
11、Orders Entering a Guest Room (Dos and Donts) Organization of Linen Room Working in Public Areas-Floors Duties on the Floors (Dusting, Vacuuming, etc.) Use of Vacuum Cleaners, Mops, Buckets Usage of Special Materials and Chemicals Daily Maintenance of Equipment Daily Cleaning Lobby Elevator Escalator
12、s Restaurant and Bars Hallways Carpets Marble Case Offices Trash Removal Restrooms Glass Cleaning Back of House Locker Rooms Main Entrance Ash Bins and Trays Public area supervisors should attend the same training and one day of PMS-FIDELIO training.样品 14 天客房部协理培训计划 第 1 天 人力资源介绍;欢迎到我们酒店 酒店人力资源组织，谁是谁
13、和部门的关系 人力资源执行委员会介绍;副简介 您的新酒店人力资源/设施，段型和“个性” 万豪国际人力资源结构与哲学 人力资源/卫生署的运作时间 人力资源/卫生署法规和规章;的基本规则 人力资源/卫生署外观及标准 人力资源/卫生署的安全标准工作在一个安全的环境突发事件的处理 人力资源/卫生署旅游酒店 如果总的方向是酒店半天，卫生署应确保人力资源/卫生署训练是在下午举行，酒店后总方 向，以涵盖所标明的项目。 人力资源人力资源= 卫生署=系主任 第 2 天课堂培训 房务部简介 谁是谁 附表 客人满意 客户响应 人身安全 工作安全 客房及客房安全 失物招领 消防演习程序和责任 副 Rotas 装卸区
14、工作职责 招待费 资源：招待费手册;卓越服务手册 处理内部和外部客户 部门间的关系 沟通技巧 来源：第一管家手册 10 客房部的职责解释为什么贡献平稳入住 工艺 视频 自 senioring 第 3 天课堂培训 1。艺康客房训练 来源：“艺康世界教练服务：视频和测试 2。越野培训学校 资源：介绍和解释如何以及何时使用清洁用品及化学品 和他们的安全使用。 3。报事贴试验 资源：说明与测试通过让他们学到的知识附加联营公司 正确的颜色后其对权利领域清洁。 4。地板和地毯清洗 来源：“清洁认证手册”土中学：各种正确的方法清洁 地面，即，地毯，大理石等 5。设备维修和使用情况 来源：“土中学：”持续的设
15、备维护，安全的谨慎使用的设备 6。特殊清洁用品 完课堂培训 第 4 天 - 14 的岗位培训 客房服务员培训 一般资料 主关键工序 用法传呼机/电台 亚麻鉴定 放养的购物车（有趣的练习） 设施，用品和亚麻 走进客房做与不该做 如何使一床（有趣的练习） 清洁标准 在房间内工作 EIWO 制作一床 清洗浴室 工作在客房的万豪路 自我检查 更新室状态 开夜床服务 组织亚麻室 工单的使用情况 管家的使用报告 如何打开并准备一个沙发床或折叠 客房楼层的职责，即，客房服务托盘 基层干部应参加相同的训练和一经前期综合征/费德里奥训练日。 第 4 天 - 14 的岗位培训 管家的助手 一般资料 主密钥的程序 用法传呼机/电台 清洁标准 EIWO（在工作秩序的一切） 工单的使用情况 走进客房（做与不该做） 组织亚麻室 工作在公共区域，楼层 在地板上的职责（除尘，吸尘等） 使用真空吸尘器，拖把，桶 特殊材料的使用情况和化学品 设备日常维护 日常清洁 大堂 电梯 自动扶梯 餐厅和酒吧 走廊 地毯 大理石案例 办事处 清除垃圾 洗手间 玻璃清洗 回到众议院 更衣室 迈因恩特朗斯 灰箱及托盘 公共区域主管应参加相同的训练和一对 PMS -费德里奥训练日。
