酒店商务中心员工培训手册

酒店商务中心员工培训手册内容摘要：

implementation o Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needs o Conducts on the job training and maintains a prehensive list of training progress for all staff o Conducts probation and formal performance appraisal discussions in line with pany guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance o Regularly municates with staff and maintains good relations Financial Responsibilities  Works with superior in the preparation and management of the department’s budget. Duties include: o Assists in coordinating the preparation of the departmental annual budget o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget Occupational Health and Safety Responsibilities  Demonstrate Awareness of OHamp。 S policies and procedures and ensure all procedures are conducted safely and within OHamp。 S guidelines and ensure your direct reports do the same  Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures  Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly  Initiate action to correct a hazardous situation and notify supervisors of potential dangers  Log security incidents and accidents in accordance with hotel requirements Key Competencies Key Tasks Drive For Results  Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals  Strive for constant improvements and takes responsibility 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商务中心编制 Page 9 of 55 for achieving business results and persevere despite obstacles Understanding the Business  Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information  Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies  Demonstrates an understanding of petitors’ major strengths and weaknesses  Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and remendations  Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable Problem Solving and Decision Making  Diagnose problems and thoroughly analyse information to guide decision making  Evaluate and assimilate critical information when reaching conclusions and make logical, petent decisions Customer Focus  Build and maintain positive relationships with all internal customers and guests in order to exceed their needs  Take action to address these needs in order to exceed their expectations  Create a positive hotel image in every interaction with internal and external customers  Adhere to hotel brand standards  Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests  Assist guests and escort them to locations within the hotel at their request  Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs  Maintain current Hotel information to be able to provide information to guests  Implements procedures which enhance the guest experience Innovation  Generate new ideas and encourage creativity from your staff  Recognize the need for new and modified approaches Teamwork  Demonstrate cooperation and trust with colleagues, 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商务中心编制 Page 10 of 55 supervisors, teams and across departments to deliver positive results  Actively participate in wider hotel meetings  Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way munication Adaptability  Be fortable and effective in an environment of ambiguity or change  Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner  Complete tasks as directed by Management Impact and Influence  Promote your ideas persuasively, and shape the opinion of subordinates and overe resistance  Build consensus for action and negotiate mutually beneficial solutions to problemsEstablish influential contacts with suppliers Leading and Developing People  Inspire others to excel by clearly municating business values and direction, recognizing good performance and providing managerial support  Develop potential of others through coaching and development opportunities to build anization capability for the future Cultural Awareness  Understands and takes into account the global nature of the business。 works effectively with colleagues from different viewpoints, cultures and countries 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商务中心编制 Page 11 of 55 JOB DESCRIPTION JOB TITLE: Business Center Clerk AREA/DEPARTMENT: Rooms Division / Front Office / Business Center REPORTS TO: Business Center Supervisor Job Summery This position is responsible for rending efficient service to all Business Center guest related to various servic。