Chapter I Hotel Front Office Training

A brief introduction to the front office before the first festival

I. Main tasks of the front office

II. Responsibilities of each post in the front office

III. Quality requirements of front office service

Section II. Concierge service training

I. Etiquette for welcoming guests

II. Reception of guests with reservations. Grasp the booking procedure

II. Accept different ways of booking

III. Deal with the special situation of booking

IV. Promote the room flexibly

V. Do a good job in accommodation registration

I. Attendant service

II. Pick-up service

III. Elevator service

IV. Parking lot service

X. switchboard service

XI. Night service

Business operation training of the front office before the fifth festival

I. Ticket service

II. Foreign currency exchange

III. Business center

IV. Front desk cashier

V. Night audit

Complaints handling training of the front office before the sixth festival. Responsibilities of each post in housekeeping department

III. Quality requirements of room service

Section II. Basic knowledge training of rooms

I. Types of rooms

II. Room equipment and specifications

III. Room cleaning tools

IV. Room cleaning process

V. Room cleaning standards

Section III. Room cleaning and maintenance training < p Maintenance of guest room equipment and facilities

Section IV Health and Cleanliness Training in Public Areas

I. Cleaning in Public Areas

II. Cleaning and Maintenance of the Floor

III. Cleaning and Maintenance of Walls

Section V. Routine Service Training in Guest Rooms

I. Bed Making Service

II. Turndown Service

Sick guest service

II. Baby-sitting service

III. Disabled guest service

IV. Drunk guest service

V. Shoe-shining and other services

Chapter III Training of Hotel Catering Department

Section I Brief Introduction of Catering Department

I. Main tasks of Catering Department

II. Responsibilities of each post in Catering Department

Western cuisines

Section 3: Wine knowledge training

1. Famous China wines

2. Famous foreign wines

3. Coffee

4. Famous China teas

5. Other soft drinks

Section 4: Basic skills training in catering services

1. Setting tables

2. Trays

. Introduce guests to their seats

II. Sell dishes

III. Make a good order

Section VI. Training of various catering services

I. Chinese catering services

II. American catering services

III. French catering services

IV. Cocktail party services

V. Bar services

VI. Buffet. Personal cleaning

II. Environmental hygiene

III. Tableware hygiene

Section VIII. Training on catering safety

I. Food safety

II. Control of accidents

III. Fire prevention

Chapter IV. Training of hotel shopping malls

Section I. Brief introduction of shopping malls

I. Main tasks of shopping malls. Welcome guests

2. Use service honorifics

Section 3 Sales and service training

1. Do a good job in commodity display

2. Grasp the shopping psychology of guests

3. Use product promotion skills

4. Master product packaging skills

Chapter 5 Training of Hotel Recreation Department

Section 1 Brief introduction of Recreation Department

1. Quality requirements of recreational services

Section II Swimming pool service training

I. Preparation of swimming pool

II. Welcome service of swimming pool

III. Changing room service of swimming pool

IV. Essentials of swimming pool service

Section III. Service training of billiards hall

I. Rules of billiards competition

II. Hygiene and cleanliness of billiards hall

. Rules of tennis match

II. Tennis scoring method

III. Tennis service essentials

Section V. Squash court service training

I. Squash game rules

II. Scoring method

III. Squash service essentials

Section VI. Bowling hall service training

I. Bowling game rules

II. Essentials of bowling service

Section VII Golf Course Service Training

I. Rules of Golf Competition

II. Golf Service

Section VIII Other Recreational Service Training

I. Karaoke service

II. Beauty salon service

III. Gym service

IV. Sauna bath and massage room service

Responsibilities of each post in the conference department

III. Quality requirements of conference services

Section II. Common meeting types

I. Sales meeting

II. Seminar

III. Reward meeting

IV. Training meeting

Section III. Venue layout training

I. Venue layout design

II. Venue decoration. Full conference service

III. Other conference services

Chapter VII Training of Hotel Security Department

Section I Brief Introduction of Security Department

I. Main tasks of Security Department

II. Responsibilities of each post of Security Department

III. Quality requirements of security work

Section II Training on handling common security problems

I. Ensuring the safety of guests

Preventing hotel employees from stealing

II. Preventing foreigners from stealing

III. Preventing guests from stealing

IV. Handling after being stolen

Section IV. Fire prevention and handling training

I. Fire prevention

II. Fire handling

III. Hotel fire handling

Section V. Emergency handling training

Food poisoning

VI. Robbery

Chapter VIII Training of Hotel Engineering Department

Section I Brief Introduction of Engineering Department

I. Main tasks of Engineering Department

II. Quality requirements of engineering operation

Section II. Responsibilities of Engineering Department

I. Duties of electrician class

II. Duties of elevator class

III. Duties of air-conditioning class. Responsibilities of comprehensive class

VIII. Responsibilities of dispatching room

IX. Responsibilities of material group

X. Responsibilities of civil engineering department

Section III. Training of engineering equipment operation

I. Telephone equipment operation

II. Audio and TV operation

III. Elevator equipment operation

IV. Electrical equipment operation

V.