b酒店筹备训练方针PRE-OPENING_TRAINING_ROAD_MAP-DRAFT

酒店筹备训练方针酒店筹备训练方针PRE-OPENING_TRAINING_ROAD_MAP-DRAFT酒店筹备训练方针酒店筹备训练方针PRE-OPENING_TRAINING_ROAD_MAP-DRAFTPre-Opening Training Road MapTraining ManagerOn-board Training AdministrationTraining budget approval,FF&E and On-boarding kit DeliveryPre-opening Training Plan-6 months-5 months-4 months2 months PriorDay 0Opening DateReview the Implementation of Pre-opening Training PlanPre-opening Training Activity CommencementTraining SystemTraining System and Trainers Club Establishment Coordination of System training,Vendor Training and Government Training1 months PriorCoordination of Trial RunSeptember 20072CONFIDENTIALDetails of Each StageDescriptionnInduction Program for TM includes:Roles&ResponsibilityWorld of IHGWinning Ways&IHG CommitmentBrand Induction and Brand Service Program OverviewOpening Kit I-connect Learning Resource CentreI-connect Training Leader Resource CentreOn-boarding ProgramsRecruitment of TMTraining Critical PathTraining FF&E and BudgetTraining Department EstablishmentOn-boarding KitnGet familiar with the sheet and keep on tracknUpdate on bi-weekly basisnWork out Training FF&E list and Training Budget,communicate with GM&FC and get approvalnSet up training office,select training team members and get them trained with IHG knowledgenDesign and work out the pattern&content of On-boarding kit and communicate with GM/DHsTraining Manager on-boardTraining Administration3CONFIDENTIALDetails of Each StageMass Orientation/Hotel OrientationTraining Plan for EXCOM/DHs(B2-B5)Training Plan for Rank&File(B8-B10)Specialized ProgramnWork out mass orientation/orientation agenda,communicate with DHs and obtain GMs approvalnSelect the orientation venue and work out the venue decoration plan*Refer to Mass Orientation/Hotel Orientation Program ListnTraining Program OverviewnBrand TrainingnIHG Knowledge and CulturenManagement ProgramnManagement Team Building*Refer to EXCOM/DHs Program ListnTraining Program OverviewnBrand TrainingnIHG Knowledge and CulturenAccelerated Leadership Development Program*Refer to Supervisors Program ListnProgram for FO/HSKPnProgram for F&BnProgram for Sales nProgram for Admin*Refer to Specialized Program ListTraining Plan for Supervisors(B6-B7)nTraining Program OverviewnBrand TrainingnIHG Knowledge and CulturenGeneric Training Program*Refer to Rank&File Program ListResources Available in Corporate OfficenTraining PacknVideo DisknPoster&Banner DesignnWho To Contact *Refer to Resources Available ListPre-opening Training Plan4CONFIDENTIALDetails of Each StageMass Orientation/Hotel Orientation Program ListObjective:to help all employees settle into the new working environment quickly and smoothly,by presenting information about the management company,hotel,owner and industryProgramDurationTrainerResources Available Welcome Keynotes from GM and the Team1 hourGM/EXCOMSample to be available soon Connecting You To IHG2 hoursTraining TeamShanghai Office Our Winning Ways2 hoursTraining TeamI-connect HomePage Room To Be Yourself-IHG Commitment1 hourHR ManagerMerlin Our People What We Have In The Hotel Introduction to hotel1.5 hoursTraining TeamN/A Introduction to Owning Company1 hourTraining TeamN/A How To Evaluate Our Work Guest Satisfaction Tracking System3 hoursFOMI-connect/The Way We Work New Look-Grooming&Hygiene1.5 hourTraining TeamSample to be available soon The Way We Behave-Basic Manner1.5 hourTraining TeamSample to be available soon The Guide to Success-Employee Handbook1.5 hourHR ManagerSample to be available soon How We Take Care Of You-Compensation&Benefit1 hourHR ManagerSample to be available soon How To Shape Your Workplace-Employee Survey1 hoursHR ManagerI-connect/The Way We Work How We Reward You-Recognition Program 2 hoursHR ManagerI-connect/Brand Performance How Our Brand Works Brand Service Program3 hoursTraining TeamI-connect/Our People How You Answer the Phone-Telephone Courtesy1.5 hoursChief Operator Sample to be available soon5CONFIDENTIALDetails of Each StageProgramPriority(1-3)ObjectiveResources Available Pre-opening Training Program Overview1 To brief them on pre-opening programs list,objective,duration and target audience.N/A Brand Service Training1 To familiarize them with the specific brand history,attributes,identity,positioning and philosophy.I-connect/Our People Winning Ways and IHG Commitment1 To familiarize them with the IHG Company Culture.I-connect PCR,Partners Card and IHG Disclosure Policy2 To familiarize them with PCR enrollment process,owner card benefit and disclosure policy.Shanghai Office Competency Based Interviewing1 To develop practical competency interviewing skills to select employees according to certain criteria.To brief participants on the interviewing process and IHG competency guide.I-connect/Our People Trainer Development Program Overview2 To introduce IHG MTD,CTC and GTC program and Trainer accreditation process to them.I-connect/Our People Managing Training&Development2 Be able to analyze training&development needs,build and communicate training&development plan and make evaluation for both a group and an individual.I-connect/Our People Group Training Certificate2 Become certified GTC trainer and be able to conduct group training according to IHG standard.I-connect/Our People Employee Recognition Program2 To brief them on personnel admin aspects,local labor law,normal practices,disciplinary procedure and employee recognition program within the hotel.N/A On Boarding2 To gain knowledge and process of on boarding process.To assist On Boarding Advisors to establish a supportive environment for new team members.I-connect/Our PeopleEXCOM/DHs(B2-B5)Program ListTo be continued6CONFIDENTIALDetails of Each StageProgramPriority(1-3)ObjectiveResources Available Risk Management2 To make them understand the potential risks within the hotel and be able to manage the situation and prevent it from developing into crisisShanghai Office Performance Management2 To brief them on IHG Performance Management criteria and professional process.I-connect/Our People Succession Planning3 To provide the guideline and process to them to build a talent pool for the future and create a career path for potential employees.I-connect/Our People Quality and Continuous Improvement Program Overview3 To gain knowledge and process of GSTS,ES,QES and TQM.To get to know how to use I-series toolkit to improve hotel service quality.I-connect/The Way We Work Management Team Building2 To create team spirit and enhance cooperation among management team members.N/AEXCOM/DHs(B2-B5)Program ListBy*:how many months before openingContinued7CONFIDENTIALDetails of Each StageSupervisors(B6-B7)Program ListProgramPriority(1-3)ObjectiveResources Available Pre-opening Training Program Overview1 To brief them on pre-opening programs list,objective,duration and target audience.N/A Brand Service Training1 To familiarize them with the specific brand history,attributes,identity,positioning and philosophy.I-connect/Our People Winning Ways and IHG Commitment1 To familiarize them with the IHG Company Culture.I-connect&Merlin PCR,Partners Card and IHG Disclosure Policy2 To familiarize them with PCR enrollment process,owner card benefit and disclosure policy Shanghai Office On Boarding2 To gain knowledge and process of on boarding process.Be able to play an On Boarding Advisors role to establish a supportive environment for new team members.I-connect/Our People Managing Training&Development2 Be able to analyze training&development needs,build and communicate training&development plan and make evaluation for both a group and an individual.I-connect/Our People Craft Training Certificate2 Become certified CTC trainer and be able to conduct craft training according to IHG standard.I-connect/Our People Group Training Certificate2 Become certified GTC trainer and be able to conduct group training according to IHG standard.I-connect/Our People Accelerated Leadership Development Program1 To understand the role a supervisor should play and be able to demonstrate different leadership skills in working places.Shanghai Office Quality and Continuous Improvement Program Overview3 To gain knowledge and process of GSTS,ES,QES and TQM.To get to know how to use I-series toolkit to improve hotel service quality.I-connect/The Way We Work8CONFIDENTIALDetails of Each StageRank&File(B8-B10)Program ListProgramPriority(1-3)ObjectiveResources Available Brand Service Training1 To familiarize them with the specific brand history,attributes,identity,positioning and philosophy.I-connect/Our People Winning Ways and IHG Commitment1 To familiarize them with the IHG Company Culture.I-connect&Merlin PCR,Partners Card and IHG Disclosure Policy2 To familiarize them with PCR enrollment process,owner card benefit and disclosure policy.Shanghai Office Be My Guest1 To provide all guest contact employees with an understanding of the basic service skills during each guest encounter.I-connect/Our People My Guest My Customer2 To help them to use the basic customer service skills to satisfy guests needs.I-connect/Our People Departmental Orientation1 To familiarize them with their department.Sample to be available soon Inter-department Product Knowledge2 To familiarize them with the hotels facilities and services to ensure they are able to respond to guest requests and make upselling when appropriate.N/ATo be continued9CONFIDENTIALDetails of Each StageRank&File(B8-B10)Program ListProgramPriority(1-3)ObjectiveResources Available Fire Life Safety1 To familiarize them with hotel fire prevention/fire evacuation procedure.Sample to be available soon Make up Training1 To guide female employees to apply make-up properlyN/A Environmental Friendly2 To promote and encourage energy conservative activities in every possible opportunity.N/A On Boarding2 To gain knowledge and process of on boarding process.Be able to play an OBAs role to establish a supportive environment for new team members.I-connect/Our PeopleContinued10CONFIDENTIALDetails of Each StageSpecialized Program ListProgramTargetAudienceObjectiveResources Available Strategic Selling 1S&MTo gain knowledge of the sales platform concept and the strategic sales process and how it supports our strategic sales strategy.Shanghai Office UFO Upselling Front OfficeFOTo introduce to FD employees the sales technique to create incremental revenue and be more motivated and creative with regard to upselling.I-connect/Our People SWEET Selling With Extra Effort TogetherF&BTo enable all F&B employees to identify sales opportunities and make suggestive selling.I-connect/Our People RESPRO Reservations ProgramFO,RSVNTo ensure the RSVN agents,receptionist,catering sales to master the reservation selling skills to better sell the products and service.I-connect/Our People IQAllTo provide all guest contact employees with an overview of how to improve guest satisfaction and GSTS results for the 4 key drivers relating to staff interactions.Shanghai Office I CleanHSKPTo provide a revolutionizing HSKP process to improve GSTS scores in the area of guest room cleanliness.Shanghai Office I ArriveFOTo provide a integral,effective and optimum method to renovate all processes impacting check-in.Shanghai Office I OpenerF&BTo provide all F&B employees with an overview of how to improve the F&B service and production quality as well as to improve the GSTS scores in the area of breakfast.Shanghai Office I FixEngineering To provide analysis,actions plan and ongoint audit tools to ensure the short term addressing of room maintenance and hardware conditions.Shanghai Office Secretary SkillsAdmin.To introduce the routine secretarial work,professional working behavior and office working procedure.Sample to be available soon First AidSelected To gain knowledge of first aid,including CPR (cardiopulmonary resuscitation).N/A Foreign Language TrainingFront LineTo improve the employee English communication skills for better guest service.N/A11CONFIDENTIALDetails of Each StageResources Available in Corporate OfficeProgramResources AvailableWho To Contact Brand Training InterContinental Experience You Bring It To Life Cascade Slides,Engagement Game Box,Leaders Workbook,Managers Workbook,Employee Workbook Service Promise Posters,Employee Service Posters,Guest Service Posters,Commitment Board,Wallet Cardswww.intercontinental-employeeengagement.co.ukUser Name:intercontinentalPassword: Winning Ways Winning Ways Posters&Table CardAnita Qian,Administrative Assistant,Human Resources021-2893 3311 IHG Commitment Cascade Slides,Banner DesignAnita Qian Be My Guest Video DiskAnita Qian Strategic Selling 1 Corporate Trainer to be invited for delivery Sam Gao,Sales Training Manager021-2893 3335 Priority Club Reward Training Pack Sample Enrollment Form&Sample CardJessie Chen/Jerry YangRevenue System TrainerHotel Openings021-2893 3305/2893 3322 Quality&Continuous Improvement I-series Toolkit Disc for IQ,I Clean,I Arrive,I Opener and I FixAellen Lu,Manager,Quality&Continuous Improvement021 2893 3299 Risk Management Risk Management Training Pack Christopher ChenManager,Loss Prevention021 2893 3234 CBI,MTD,CTC>C Corporate Trainer to be invited for delivery Check Corporate Annual T&D Calendar for registrationNikki Yang,Training ManagerHotel Openings021 2893 337112CONFIDENTIALDetails of Each StagePre-opening Generic Training PlanPre-opening Departmental Training PlanTraining Policy&Procedure and Training FormsnCommunicate with DHs,work out generic training plan and obtain GMs approvalnIssue generic training plan to all departments for implementationnIssue Pre-opening Training Plan template and requirementnCollect Training Plan,Task List,SOP and FlowchartsnConsolidate Training Plan and submit to GM for reviewnMonitor and coordinate the implementation of Departmental TrainingnSelect departmental trainer according to certain criterianEstablish Trainers Club,issue Job Description and explain trainers responsibilitynConduct trainers skills workshop,like MTD,CTC and GTC,etcnSet up Training Review System and evaluate trainers performance on regular basisTrainers ClubnCommunicate with DHs,implement inter-department cross training inside the hotelnIdentify training needs,send potential employees to sister hotels for cross exposurenSend group of employees to sister hotels for pre-opening on-job trainingCross TrainingnAdapt Training P&Ps,communicate with GMnTailor Make Training FormsnDistribute and explain Training P&Ps and Forms to all DHs and TrainersnImplement P&Ps and start using forms in daily training activities Training System13CONFIDENTIALDetails of Each StagePMS TrainingOperaPABX TrainingPOS Infrasys TrainingnLiaise with FC,IT Manager and FOMnProvide venue and necessary facilitiesnMake coordination and record accordinglynLiaise with DOE,IT Manager and FOMnProvide necessary facilitiesnMake coordination and record accordingly nLiaise with DOSM,IT Manager and FOMnContact Regional Revenue Trainer for preparationnProvide venue and necessary facilitiesnMake coordination and record accordingly Holidex TrainingnLiaise with FC,IT Manager and DOHRnProvide venue and necessary facilitiesnMake coordination and record accordinglyHR System TrainingnLiaise with FC,IT Manager,FOM and DOFBnProvide venue and necessary facilities nMake coordination and record accordinglynLiaise with FC and IT ManagernProvide venue and necessary facilitiesnMake coordination and record accordinglyAccounting System TrainingCoordination of System Training14CONFIDENTIALDetails of Each StageDescriptionnLiaise with FOM and local PSB for Front Desk Registration Regulation TrainingnLiaise with Security Manager and local PSB for Fire and Safety certification TrainingHACCP/HygienePSB TrainingLodging System TrainingSteward Chemical TrainingHSKP/Laundry Chemical TrainingWine/Cigar KnowledgenLiaise with FOM,HSKPer and DOE for Lodging system operation process TrainingnLiaise with Exe.Chef and Chief Steward for Food Hygiene,Breakage Control and Chemical Knowledge TrainingnLiaise with HSKPer and Laundry Manager for Cleanser TrainingnLiaise with DOFB and Beverage Manager for Wine/Cigar Knowledge TrainingCredit Card TrainingnLiaise with FC and local bank professionals for credit card knowledge and operation process trainingnLiaise with local Hygiene authority for HACCP/Hygiene TrainingCoordination of Vendor TrainingCoordination of Government Training15CONFIDENTIALDocumentsScheduling/ProceduresDetails of Each StageCoordination MeetingEmployee MattersnSelect departmental coordinator for trial runnHold coordination meeting to announce agreed dates,to explain concept and purpose,roles and responsibilitiesnHold daily debriefing to provide observation and feedbacknLiaise with FOM for check-in schedule and processnLiaise with DOFB for meal arrangementnLiaise with HSKPer for accommodation arrangementnConfirm the invitees and obtain the approval from GMnDesign the invitation with all detailed informationnDesign the guest instruction,process and questionnairenIssue necessary propsnIssue certain scenariosGuest MattersnOperational/physical problemsnInappropriate operation standardnEmployee performance and attitudeFeedback/EvaluationnLiaise with DHs for individual departmental briefing on roles and responsibilitiesnWork out trial run duty rosternIssue necessary tools and equipment for trial runnGuest Instruction/Process nTrial Run Schedule/QuestionnairenEmployee Duty Roster/Log BooknScenarios ChecklistObjective:to provide an opportunity for all employees to practice skills in a controlled working environment,in order to build confidence and proficiency,and test standards and systemsCoordination of Trial Run16CONFIDENTIAL