外资酒店集团培训部工作手册

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1、Training KitPolicies & ProceduresAccor China Human Resources2004Table of ContentI. Annual Training Plan01General Overview 01.01SOP for Annual training Plan01.02Guideline to Annual Training Plan Preparation01.02AAnnual Training Plan Outline01.02BAnnual Training Plan and Follow up Report Format 01.02C

2、Departmental Training Needs Grid and SampleII. In House Training02Policy & Procedures02.01Generic Training 02.01AFlowchart of Generic Training02.01BEnrolment Form02.01CSample of the Monthly Training Calendar02.01DSample of the Welcome Letter02.01EAttendance Form02.02 Departmental Training02.02AFlowc

3、hart of Departmental Training02.02BNew Hire Check List 02.02CDepartmental Training Plan & Report Form02.02DTraining Needs Analysis Form & Sample02.03 Departmental Trainer02.04Buddy System02.04AFlowchart of Buddy System 02.04BBuddy Check List02.05 Cross Department Training02.05AFlowchart of Cross Dep

4、artment Training 02.05BApplication Form of Cross Department Training02.05CEvaluation Form of Cross Department training02.06 External Companies02.07Trainee Program02.07.01Management Trainee02.07.01AFlowchart of Management Trainee Program02.07.01BRequest Form for Management Trainee Program02.07.01CMan

5、agement Trainee Agreement Sample02.07.02Student Trainee02.07.02AFlowchart of Student Trainee Program02.08Training Administration02.08.01 Training Equipment & Facilities02.08.02Training Record & Training History02.08.03Training Library02.09Training Activities 02.09.01 Innovaccor02.09.01AFlowchart of

6、Innovaccor02.09.01BPresentation Slides of Innovaccor02.09.02 Accor Corner /E-Learning02.09.02ASample of Accor Corner02.09.03Accor Asia Certified Trainers Meeting02.09.03AFlowchart of Accor Asia Certified Trainers Meeting 02.09.04Accor China H.R. Meeting02.09.04AFlowchart of Accor China H.R. Meeting0

7、2.09.05Trainers ClubIII. External Training03 External Training Overview03AFlowchart of External Training03BApplication Form Format03CTraining Contract Format03.01Cross Exposure Training03.01AFlowchart of External Training03.01BApplication Form03.01CReport Form of Cross Exposure Training03.02Occupati

8、onal Certification03.03 Hotel Sponsored EducationIV. Corporate Training 04Policy and Procedures04AFlowchart of Corporate Training04BTraining Course Mission Statement04CQuestionnaire for Course04DTraining Contract04ECourse Evaluation Form04.01Trainer CertificationV. Pre-opening Guideline05 Pre-Openin

9、g Training Checklist05APre-Opening Master Training Plan Format 1 05BPre-Opening Master Training Plan Format 205CAttendance Form for Pre-Opening Training05.01 Pre-opening Corporate Programs Package VI. APPENDIX-Resources06.01Library List of Accor China Hotels06.02Useful Websites06.03Accor China H.R.

10、& Training NetworkTRAININGPrinciples: Everyone can access the career ladder through the development of qualification-based training To provide a training course per employee per year through training in the workplace A range of courses suitable for all jobs and activities General Overview Accor trai

11、ning policy is an ongoing pledge for our employees progress and promotionTraining ActivitiesCorporate Training(Academia Accor World-wide standards)- Welcoming the Guest. Front line staff- Keys to Communication . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- Train the Trainer . HOD, Asst.

12、HOD . Managers, Asst. Managers . Supervisors- A Manager . HOD, Asst. HOD- Others as per catalogueNote: These training courses will be conducted only by the Certified Trainers or by the Training Manager China / Asia.External Training- Cross Exposure TrainingApplicable for all levels and areas Newly h

13、ired and/or promoted management staff Newly opened hotel Same brand Expertise (i.e. kitchen)- Occupational Certification Government requested Certification training for certain positions Individual hotel sponsored programs- Corporate Training meetings Asia Certified Trainers meeting China HR meeting

14、 OthersIn-House Training- Generic Training01. Orientation and induction02. Grooming standards03. Courtesy standards04. Telephone etiquette05. Safety & security at work06. Foreign language skills07. Communication skills 08. Secretarial skills09. First aid10. Hygiene & sanitation 11. Others- Departmen

15、tal TrainingFor all technical skills,conducted by the department- Cross Department TrainingTraining Budget: 3 % Of Payroll Per Year * Trainees salary not to be included in training budgetI. Annual Training Plan & BudgetI. Annual Training Plan01General OverviewProcedure purpose: To lay down guideline

16、s for hotel training manager to make and/or supervise the hotel annual training activities planning based on proper performance analysis, keeping in mind the hotel goal, operation needs, as well as staff competencies and career development; and to budget for that.PlanningAccor Human Resources Policy

17、 is “One training per employee per year”. Annual Training Plan should cover staff of all levels, be incorporated with the Business Plan and take into consideration the staffs competencies and career development. The Hotel H.R.D. and/or Training Manager need to work together with all HODs and the Hot

18、el GM to define and agree on the hotel mission, training mission, training needs and priorities for the coming year before working on the Annual Training Plan.Annual Training Plan should consist of the following parts:1. General overview2. Hotel mission statement3. Training mission statement4. Hotel

19、 generic training plan & budget 5. Departmental training plan & budget 6. Cross Exposure, external companies programs, compulsory government training plan and budget7. Corporate training plan and budget8. Training meetings, activities & library plan and budget 9. Summary of annual training plan & bu

20、dget 10. Existing hotel training library list*There is also a Training Plan Quarterly Follow-up Report format attached with the Annual Training Plan format.The HOD is responsible for his/her own Departmental Training Plan and to ensure that programs planned reflect the real training needs and operat

21、ion situation in the respective area. To do so, s/he needs to use the Training Needs Grid (see TR01.02C) and the Annual Training Plan-Departmental Training part (see TR01.02B). When combining with the hotel annual training plan, the needs grid is not needed. But the productivity ratio should be calc

22、ulated based on the grid and put into the annual department training plan.Meanwhile, the Hotel Training Manager/HRD is responsible for generic training, cross exposure and external training, corporate training, training library, meetings and other activities related to training.BudgetingHOD is respo

23、nsible to budget for each departmental training topic whilst The Hotel H.R. Director/Training Manager is responsible to discuss with all HODs and consult with the Hotel Financial Controller for budgeting all others in the plan, and then propose the Annual Training Plan to the Hotel GM and the owner

24、for final approval.Training budget: 3 % of payroll per year.Follow upHotel Training Manager is responsible to send a soft copy of the Annual Training Plan with approval of the Hotel GM to Accor China H.R. office not later than end of November of the previous year.Hotel Training Manager is supposed t

25、o commence on-spot check and fill out the follow-up report and send it to Accor China H.R. Office on a quarterly basis. It is also recommended to send the report to the Hotel GM and share with all HODs. For Annual Training Plan and Budgeting, the following forms and tools are to be used:TR01.02AAnnu

26、al Training Plan Outline TR01.02BAnnual Training Plan and Follow-up Report Format (including Existing Hotel Training Library List)TR01.02CDepartmental Training Needs Grid & Sample Annual Training Plan ProcessWhat ?How ?Who ?1. Define Hotel Mission & Training MissionConsult with Hotel GM & all HODs,

27、draw the Hotel Mission and Training Mission for approval of the Hotel GMHRD, Training Manager, HODs, GM2. Define hotel generic Training Needs, plan and budgetConsult with all HODs and Hotel GM, use TR01.02BHRD, Training Manager, GM3. Define Departmental Training Needs, plan & budgetUse Training Need

28、s Grids and analyze training needs (see TR01.02C), fill out TR01.02B-department training (with productivity ratio indicated) and send to Training ManagerAll HODs4. Define cross exposure training needs, external training needs, including compulsory government training, plan & budgetConsult with HODs,

29、 Hotel GM and use TR01.02B Training Manager5. Define Corporate Training Needs, plan and budgetConsult with HODs, Hotel GM and use TR01.02BTraining Manager6. Training library, meetings & other activities related to trainingConsult with HODs, Hotel GM and use TR01.02B Training Manager, GM7. Summary of

30、 Annual Training PlanUse TR01.02B and calculate all figuresTraining Manager8. Do the hotel Annual Training Plan BookletFinish the Existing Hotel Training Library part and combine the whole finished Annual Training Plan Training Manager9. Send and distribute Annual Training PlanSend soft copies to Ac

31、cor China H.R. office at the end of previous November, distribute hard copies to all HODsTraining Manager, HRD10. Annual Training Plan follow-upConduct spot check & send Training Plan Quarterly Follow-up Report to Hotel GM Accor China HR Office on a quarterly basisTraining ManagerI. Annual Training

32、Plan 01.01 Annual Training Plan ProcessI. Annual Training Plan01.02 Guideline to Annual Training Plan Preparation Procedure purpose: To give out guideline to ensure that annual training plan in all China hotels are done in the same standardized format.1. Review Training Needs with Division Heads / D

33、epartment HeadsResponsibility: All HODs/Assistant HODs/Section Heads/SupervisorsDefinition: A Training Need is a specific area of an individuals or hotels performance where there is a requirement to improve; i.e. a need to train.Objectives: To ensure that hotel Training Department is actively seekin

34、g and analysing Training Needs in a constant and consistent manner.Procedure: Training Needs Analysis should take place on a continuous basis. It is important that identified needs are addressed in the Annual Training Plan. Training Needs can be identified by using the following sources of informati

35、on:- observation- guests comments / questionnaires- management interviews- records (accidents)- introduction of new technology- department “must have” list- meeting with employees- job descriptions- labour turnover- department goals2. Do Training Needs Grids Training must be targeted to respond to t

36、he greatest need. The needs analysis establishes the target groups to be trained and identifies what training they should receive. Human Resources Manager / Training Manager explains all HODs how to survey the training needs and how to do the Training Grids. All Heads of Department must do the Depar

37、tmental Training Needs Grids for all staff in order to know: (TR01.02C: the format & sample of Training Needs Grids) - What is a departmental training problem and what is not- Who needs the training- Who should conduct it- How much training is needed- Over what period of time- Productivity ratio of

38、the department before training HODs must give a copy of all Training Needs Grid to H.R. Department Human Resources Manager/Training Manager also needs to do the Training Needs Grids for all departments on the following objectives:- Management training & development objective- Training business plan

39、objectives which are: Room revenue objective F&B revenue objective Quality service objective Cost reduction objective Safety & security objective Foreign language objective Information technology objective General objective (based on the needs of each country)3. Set Training Plan All Heads of Depart

40、ment have to do (in the Training Plan format):1. Set the training subjects, which are related to the priority of training need, based on the Training Needs Grid2. Then select the trainer3. Define the number of trainee Human Resources Manager / Training Manager consolidates the training plans. Human

41、Resources Manager presents the Training Plan to the General Manager for approval.4. Do Annual Training Plan Booklet (TR01.02A and TR01.02B) Required outline of Annual Training Plan is as below, and consists of TR01.02A and TR01.02B documents:- General overview- Hotel mission statement - Year 2005 tr

42、aining mission statement (to be updated annually according to hotel business objectives)- Hotel generic training - Department training - Cross exposure, external training, compulsory government training- Corporate training- Training library, meetings and other training related activities- Summary of

43、 annual training plan & budget- Hotel existing training library listThere is no need to attach the Training Needs Grids, it is only for needs assessment use. It is recommended to organise a meeting to set up the yearly hotel mission, in order to clarify for all HODs what are the business objectives

44、and therefore department objectives. The training mission will be linked to the hotel mission. After completing the Annual Training Plan, distribute hard copies to all HODs and GM, send a soft copy to Accor China HR Office.2005Annual Training Plan OutlineSubjectPerson in charge1. General Overview 2.

45、 Hotel Mission Statement3. Hotel Training Mission Statement4. Hotel Generic Training 5. Department Training 6. Cross Exposure, external companies programs, compulsory government training7. Acadmie Accor Corporate Training 8. Training Library, meetings and training related activities 9. Summary of An

46、nual Training Plan 10. Hotel existing training library listby General Managerby General Manager and the teamby H.R. Manager /Training Managerby H.R. Manager /Training Manager by HODby General Manager / H.R. Manager /Training Manager/ HOD by GM/HOD/H.R. Manager /Training Manager by H.R. Manager/Train

47、ing Manager/ General Managerby Training Managerby Training ManagerNote: please use TR01.02B format for subjects 4 to 10 and following pages for subjects 1 to 32005Annual Training Plan Hotel: General Overview (by General Manager)Hotel Mission Statement (by General Manager and Management Team)Hotel Tr

48、aining Mission Statement (by Human Resources and Training Manager)Training Needs Grid (Format)Department:_Position:_Names1234567TotalProductivityRatio (%)Tasks+-01234567891011121314Total+-0Total Productivity RatioKnows how to and does+Doesnt know / does poorly-Knows how to but doesnt perform0Product

49、ivity ratio=number of ”+ “ for each task/ total number of staff Total productivity ratio=total “+ ” / (total number of staff X total number of tasks)1. List all your employees per position and list the tasks list requested to hold this position2. Analysis the performance of each staff per task and c

50、alculate the number of “+”, “0” and “-“3. Calculate the productivity ratio for each task for the same position in your department 4. Calculate the total number of “+”, “0”, “-“5. Calculate the total productivity ratio of your department for the same position6. Transfer the tasks with “-“ into TR01.0

51、2B (department training format) with the productivity ratio; or transfer that in your department training plan (TR02.02C)7. Send it to hotel H.R. Department and train the staff with “-“ accordinglyTraining Needs Grid Analysis - finished sampleDepartment: _ Front Office_Position:_ online staff_ NameS

52、usanFranMarilynAlanTotalProductivityRatio (%)Tasks+-01 Welcoming guests0+3-175%2 Room reservations0+-21150%3 Telephone manners0-3175%4 Using the telex+-31-75%5 Using switchboard (PBX)+-13-25%6 Checking-in-4-0%7 Updating status report+-22-25%8 Preparing of group arrivals+-31-75%9 Guest information0+-

53、+21150%10 Knowledge of hotel-+13-25%11 Relations with other departments0+3-175%12 Relations with co-workers0+-+21150%13 Check-out procedures0+-21150%14 Knowledge of means of payment+-22-50%15 End-of-shift procedures+-22-50%16 Procedure in the event of an accident-+13-25%Total+-0637115-610-610-29287T

54、otal Productivity Ratio45%Knows how to and does+ doesnt know / does poorly-Knows how to but doesnt perform0Productivity ratio=number of”+ “for each task/ total number of staff Total Productivity ration=total “+” / (total number of staff X total number of tasks)1. List all your employees per position

55、 and list the tasks list requested to hold this position2. Analysis the performance of each staff per task and calculate the number of “+”, “0” and “-“3. Calculate the productivity ratio for each task for the same position in your department 4. Calculate the total number of “+”, “0”, “-“5. Calculate

56、 the total productivity ratio of your department for the same position6. Transfer the tasks with “-“ into TR01.02B (department training format) with the productivity ratio; or transfer that in your department training plan (TR02.02C)7. Send it to hotel H.R. Department and train the staff with “-“ accordinglyII.In House Training