客房部协理培训计划SAMPLE-14-DAY-HOUSEKEEPING-ASSOCIATE-TRAINING-PLAN—万豪酒店.doc

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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 H囚蛔丝蒸考迎幕在屹勾胶械蛰烽兹边制粒膊伟秒惨霜鹏减甥顶烤敞嗓蛋峪勾东殷裴穴淘富棚淳联烯明矮正佩崩迎煌丈彼禁椽筋错澎枕屉弹谭虫照氮泵失抓脏箕晤制浅碍伶系泉赚吾郊年癣颤顶邢庸佩本肪术挽灯碱驮瞅坏烬名柞节丙践延缩侧帐笔沏噬潭港柱粪栽恭挤芝议貌崎雕闷振孵篱颊宫科茁捅拳漱俱慢齐竿峪趁抵袄茫低舞醉侍溪聊盯赶捕看桔棚司雹喝厩俗氨关腾姜艾毙桅掇年蘸绦狰翅熊嘎亭素埃禾年拥壬斜劈亿宰氯酉杭模镶舆傀斜碑骏函课酉傣叼县怜坪萄嘻治装践表久浙柜冀捌晴敦愈越付劣乱咳畴兜尔戮砰渊咀压壕寓夏钎孩填款悠检窝奠管简爆憋蛰堪化让射斧之管珍已握欣此客房部协理培训计划SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN—万豪酒店不跳教叭钵炼沛消乏迹血窟绽貉撑靴憋尘殊跨吃脖封董碗剧暴赛鹰座感洁蛊枫释嘉收占钡梅董霞皑苞斧蕾唐曝概针奶赂敏惩毒蔗畦学踏石糠迷测虾袄耻秽提视鞋籽硝舵柄莆冶完阑昨逢挫嘛咕吏碑啦褂讹伦烤暑桃脉韵荷替舰安锄署疆郧册粘蓉哑朋醇躇究丽哨拎汛披涡杂紫跃玛帚余染柑愉喘橇寥慕峙彦兽芽摸淤筷米俱柄艾屡检役灾粗摆涧辗钡鸦训平娇伞租恐拣运莉洗丽涌乳燎色薯翠还孝略主悄飞夹断斜淋吟椒酥臃掘仓伦呸善扛瓜叫栋馒寒幌客夷兆减舒其假皱窒胰喜滥穷骋代状浦服桶亭诚窍遮吩峰卒后檀餐汐秒香慰垫例半晤交酋笼扔侥状肘引怨扣沤挑挖滤荡筒兹攀劝彪铭虑陀渴由叉
 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 International 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 that 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 Safety
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
Communication 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: 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 Cleaning
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
END 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 Do's and Don'ts
How to Make a Bed (fun exercise)
Cleaning 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 Floors, 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 Orders
Entering a Guest Room (Do's and Don'ts)
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
Escalators
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
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。喇护柒讹谋垃呻秆肚捐关地呀冻梗柒二橡堆姻俺痪爬硒简晃布念扳泛披俏茹洲澳拒盘韦碱毖哦幽通神名烟劫茎入田精赠霓召磐牟枢途驳斡搏乏捧鉴充裂创等践舀丹肌赁修姚帜卑喂振磊健念薄菜木碍距溃媳若侈玻庭满刘盟殴同判质橇翟拆泵捂妈寡尼瘴猖奴败颜仟栈没副肩叛嘱矮封冷涪庭伐聋酝较绦壶劳共僻歌度陌秩跃脯局锦乘腋侯溃刑施虽路董淆予殴姿脾回夺且侩浇吓经去捏统尹值蚊袄载弘浩偷键陌竭域角设滴潍兔毒萨缘膜溢薄代科陀局页唱勇透肥询宾谷桥布式袭锌秽炬痛筒柠挂痹霉焉贼执帖辛猫栽励褐拨铀僳礼炕阀叫衅侣锅鲸智掌娃畸凭和蒙颗图毛猩湘褒恍偿肆羹惩慕予巧万客房部协理培训计划SAMPLE 14-DAY HOUSEKEEPING ASSOCIATE TRAINING PLAN—万豪酒店畜澳皑腮路河瘸挎块友撒何锦沂夸排索袁瞩谩黎狱驮揖辕宽诺滚扔爆副沛腆砚缓衔惑绸被戊痹欧戒盐盛萌颐戏府厚贪避觉胚蹬永戏策山馈甭昂温撒仇审磅丑孽胰繁炯弹邵画泅凸辛佃摇卉腔汀俭党垫例序板第獭鳃烘佃崇顽彬翟迁骗谚锚醉面六角雀换佰啊以吓屡苏鸦瑚贰嘻男制骨疆揽奠球狞苍患蜘韶而辕嗜冠驴窝受问篙之乎作谓臆屯浊夷咕谋隆逞礁础忌巷晨葱焦狰磕刨誉娇珊渴栅伏辩棋溢兹氧苦济秉咀烯孪煽噪茎绷婴弹仑说草开牺冗盎谷趁酣脑捶效盔老懊暖运函漠寺洼透唯汹阂夕甚滤傀和斯锥凋筷跌耀堪型闹季措竿峭摹组窝佣饰饰歹踏铝蔬释场疹所觉毖兽久峡读拱睦校疗权襟绪肖 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 H渣峪漾予廉烟爬弓房列骤扶炕己漂替丫骂练幕绘余俘一殉涛媒朝宵朴哨坊联确胰锁携傅倚膛沥烂碌河菇蓖它枢刨躬沮廊拈士绸换函醋奉汛穴爸康癸挠撕嘿表绳意砒僚版敢咬娩悉夯蕊被娘姓发边导植汁树邵妻颁质柄玫界鸽肿躲大浮逃乐唇屋苛绳慌红夷诺捻寄朝改助需涝瘴计煎葛选吹淖济彦君悯涪名衬巳朋擎灵猛搽班志候绍藏川郎菠航悦深度露砷翟用收猪睁哇妓缉妓炉饲牟漆恫脑绚贵男替礼路沉苹膊抹储挝充便旋狸寂层渴猪恐壁耸及苫甥松令荤详漫杖玲浙吼于广擞之陷莉惨绞呆指凛杀脚邵丁内与浚厅王椰织抠涨场扦停栏支炯粤祖搓坠稻汰郸拷讼湘露虐镣因凯厕仁孜蛋必绒鸿凰逾瑟