the purpose of training is to improve the professional quality of employees through training in service attitude, professional knowledge and business skills, and improve the management level and service quality of hotel enterprises, so as to achieve the goal of hotel management. Therefore, new employees should be trained from the following aspects in turn:

(1) Basic hotel knowledge training

Including the establishment background, geographical location, architectural style, business philosophy, business characteristics, tourist source status, organization, rules and regulations, hotel product knowledge and other contents of the hotel, so that new employees can have a comprehensive understanding and understanding of the "home" they will enter.

(2) Hotel courtesy training

includes strict requirements on appearance, appearance, manners, expressions, eyes, language, movements and how to respect the religious beliefs and customs of guests. New employees must be trained in etiquette and politeness knowledge before taking up their posts, and master the hotel's requirements for employees in the above aspects, so as to show respect for guests from time to time and everywhere in future services.

(3) Hotel awareness training

Awareness determines people's behavior, and behavior forms habits. Therefore, when training new employees, we must also cultivate their hotel awareness, such as service awareness, role awareness, quality awareness, team awareness, obedience awareness and so on. Simply put, the so-called service consciousness is "guest consciousness", that is, employees should have guests in their hearts, eyes, ears and mouths, always think about what guests think or even what they don't think, and be anxious or even anxious.

Role awareness means that employees should understand the "role" they play at different times and occasions and the specific requirements given by this role. There are many reasons why many employees have such and such problems in their work, among which the employees' weak sense of role is one of the reasons that cannot be ignored. Quality consciousness means that employees should be clear about the requirements of hotel service quality, understand the characteristics of hotel service, understand the meaning of 111-1 = 1 or 111-1 < 1, and establish the concepts of "zero defects" and "do the work well at once".

Serving the guests is the real whole job of the hotel staff. Although the hotel is divided into many different departments and different posts, their job responsibilities are basically different, but they have the same purpose: everything is for the guests and everything is for their satisfaction. Therefore, employees should obey the needs of work, the needs of guests, cultivate team consciousness, and achieve "division of labor without separation".

(4) Business training

Business training for new employees can be carried out in terms of knowledge and skills. Knowledge should be sufficient, not too much and too deep, in order to help new employees to work smoothly after taking up their posts; Skills focus on the specific operating procedures of this position, and try to make employees master the necessary service skills. In addition, new employees should be trained in basic emergency ability. To improve their ability to deal with unexpected problems. Hotel products have the characteristics of synchronization of production and consumption. The implementers and audiences of services are all people, and people are all kinds. Therefore, hotel services are highly random, and all kinds of unpredictable problems will inevitably occur. Hotel employees must have certain adaptability. If you encounter complaints from guests, you can take them seriously with the correct concept and handle them according to scientific procedures and proper methods; Have a certain understanding of hotel safety management, simply master the use of common safety facilities, handle emergencies properly and effectively, and minimize losses as much as possible, and so on.

different training contents can be divided into different parts, some of which are trained by the human resources department of the hotel, such as the basic knowledge of the hotel, etiquette and politeness, hotel awareness, safety common sense, etc., while others are trained by various business departments of the hotel, such as business knowledge and skills.