FO 培训 (Concierge)

• FO/CO/015 Item Hold for Arrival Guest
• Review
Date:
Trainer:
• Part III: Front Office Standard Operation Procedure
• 01
Airport Pick Up Service
• 02
Wake Up Service
Date:
Trainer:
• Part II: Front Office Policy and Procedures
• FO/CO/011 Long Term Luggage storage
• FO/CO/012 Outgoing Mail
• FO/FD/013 Dangerous Weapons
• FO/CO/014 Flag Procedure
FRONT OFFICE DEPARTMENTAL INDUCTION (For Concierge New Hires)
DEPARTMENTAL INDUCTION
Part I
• Welcome and Distribute Training Plan • Check and Standardize Grooming and Uniform • Front Office Organizational Chart • Job Description Introduction • Telephone Courtesy and Front Desk Courtesy • Hotel Product Knowledge • Review
FRONT OFFICE
NEW HIRE DEPARTMENTAL INDUCTION
TRAINING PROGRAMS INDEX
(Concierge)
Part I Part II Part III Part IV
Welcome and Introduction…………………………………………….... day Front Office Policy and Procedures…………………………………… 1 day Concierge Standard Operation Procedure and Case Study ……… 2 days Role Play & Practice……………………………………………………… days
ቤተ መጻሕፍቲ ባይዱ
Date:
Trainer:
• Part III: Front Office Standard Operation Procedure
• 12
Check Out FIT
• 13
Group Check In
• 14
Group Check Out
• 15
Luggage Storage
• 16
Board Paging
Trainee： Half Day 30 min’ 30 min’ 30 min’ 30 min’ 30 min’ 30 min’
Trainee： Half Day
Note: 1. Assigned trainer(s) should fill in the trainee’s name, trainer’s name and training dates seek approval from Div./Dept.
• 03
Room Change
• 04
Incoming Item Delivery
• 05
Outside Item To Be Hold
• 06
Limousine Booking
• Review
DEPARTMENTAL INDUCTION
Date:
Trainer:
• Part III: Front Office Standard Operation Procedure
Date:
Trainer:
Part II: Front Office Policy and Procedures
• Concierge Terminology and Minimum Quality Guest Service • FO/FD/005 Eating In The Back Office • FO/FD/006 Taking Item Out Of The Hotel • FO/FD/008 Taking Care Of Hotel Belongings • FO/FD/009 Personal Calls • FO/FD/010 Giving Out Guest Room Number • Review
20 min’ 30 min’ 30 min’ 30 min’ 30 min’ 30 min’ 30 min’
DURATION IF DONE ASSESSMENT PLEASE
Trainee： Half Day 30 min’ 30min’ 30 min’ 30min’ 30 min’
• Review
TOTAL: 4 days
TRAINEE AND TRAINER INFORMATION
Trainee’s Name:
Position:
Trainer’s Name:
Position
Trainer’s Name:
Position:
Trainer’s Name: Trainer’s Name:
Position: Position:
Heads before the training. 2. One copy of the form should be submitted to Training Department upon completion of the training. 3. For ratings below 3, please specify actions to improve.
• 07
Taxi Booking
• 08
Tour Arrangement
• 09
Loan Of Concierge Item
• 10
Opening Of Vehicle Door
• 11
Check In FIT
DURATION
IF DONE ASSESSMENT PLEASE
Half Day 10 min’ 10min’ 20 min’ 45min’ 30 min’ 60 min’ 30 min’
Trainee： Half Day 60 min’ 20 min’ 20 min’ 20 min’ 20 min’ 20 min’ 30 min’
Trainee：
Half Day 30 min’ 30 min’ 30 min’ 20 min’ 30 min’ 30 min’
Trainee： Half Day
• 17
Flag Raising
• Review
Date:
Trainer:
• Part III: Front Office Standard Operation Procedure
• 18
Weather Report Board(Banquet Signage)
• 19
Pre. Shift Briefing & Hand Over
• 20
Position In the Lobby
• 21
Special Newspaper Request
• 22
Paging Boy
• Review
Date:
Trainer:
• Part IV: Role Play & Practice
30 min’ Trainee：
Half Day 30 min’ 30 min’ 30 min 30 min 30 min 30 min 30 min’
QUALITATIVE ASSESSMENT
5 = Exceptional every single time
4 = Exceptional most of the time 3 = Good; meet standard
2 = Below standard, need improvement 1 = Unacceptable