培訓(xùn)與團(tuán)隊協(xié)作

1、Howard Johnson Xiangyu Plaza Linyi 臨沂翔宇豪生大酒店2Training and Teamwork培訓(xùn)與團(tuán)隊協(xié)作3 WHAT IS TRAINING? 什么是培訓(xùn)？TRAINING IS THE PROCESS OFTRANSFERRING TO THE EMPLOYEESPECIFIC SKILLS, KNOWLEDGE,ATTITUDES TO AN ACCEPTABLELEVEL OF PERFORMANCE 培訓(xùn)是教導(dǎo)員工專業(yè)技能、知識，訓(xùn)練其達(dá)到一定工作水平的過程4WHO NEEDS TRAINING? 培訓(xùn)對象ALL STAFF AT ALL LE

2、VELS所有員工EXISTING STAFF 現(xiàn)有員工NEW STAFF 新員工REPLACEMENTS 候補(bǔ)人員5WHY TRAINING? 培訓(xùn)原因TO PASS ON KNOWLEDGEENSURE CONTINUITYCONSISTENCYTO MAINTAIN STANDARDS 通過學(xué)習(xí)知識確保工作標(biāo)準(zhǔn)的連續(xù)、一致6TYPES OF TRAINING培訓(xùn)類型CLASSROOM TRAINING (GROUP)課堂培訓(xùn)（以組為單位）HAND-ON TRAINING(ON THE JOB TRAINING)在職培訓(xùn)ONE ON ONE TRAINING一對一培訓(xùn)7EMPLOYEE SA

3、TISFACTION員工滿意=GUEST SATISFACTION客人滿意=RETURN GUESTS客人再次光顧=INCREASED BUSINESS增加生意=JOB SECURITY工作穩(wěn)定=HIGHER SALARIES高工資及收益ANDBENEFITS8WHO PAYS OUR SALARIES? 誰支付我們工資？9OUR GUESTS! 我們的客人10HOW TO ACHIEVE SUCCESS如何成功UNITY AND COOPERATION團(tuán)結(jié)與合作=TEAM WORK團(tuán)隊協(xié)作=SUCCESS成功11IF YOU FAIL TO PREPARE如你未做好準(zhǔn)備BE PREPARED

4、 TO FAIL 準(zhǔn)備失敗12WE NEVER HAVEA SECOND CHANCETO MAKE THE FIRSTIMPRESSION 我們從未有第二次機(jī)會去改變第一印象13THE KEY TO HOSPITALITY SERVICE殷勤、好客服務(wù)的關(guān)鍵 1. Attitude-or spirit-is the key to hospitality service 態(tài)度、情緒是殷勤服務(wù)的關(guān)鍵2. Attitude-or spirit-is the key to any encounter you have with a guest or co-worker. 態(tài)度、情緒是你與客人或同事相

5、處的關(guān)鍵3. Attitude-or spirit-can affect the experience a guest has at your property. 態(tài)度、情緒能影響客人對你所在酒店感受4. Attitude-or- spirit can directly affect the level of guest has at your property. 態(tài)度、情緒能直接影響客人對你所在酒店的水準(zhǔn)的評價5. Attitude-or-spirit can affect your work experience. 態(tài)度、情緒能影響你的工作體驗(yàn)14THE KEY TO HOSPITALIT

6、Y SERVICE殷勤、好客服務(wù)的關(guān)鍵6. Attitude-or-spirit is especially relevant in the hospitality industry since the guest is paying to have a pleasant experience. 態(tài)度、情緒特別是在服務(wù)業(yè)中是相應(yīng)、成比例的，因?yàn)榭腿烁跺X使自己得到很好的服務(wù)7. Attitude-or- spirit can make an intangible product tangible by providing the guest with a pleasing memory to t

7、ake home. 態(tài)度、情緒能讓無形的產(chǎn)品切實(shí)化，使客人帶美好的回憶離開8. Attitude-or-spirit works both ways as youll find your colleagues, supervisors, and guests joining in with your Spirit of Hospitality. 態(tài)度、情緒是兩方面的，你會發(fā)現(xiàn)同事、主管、客人都加入到你的殷勤、好客的服務(wù)當(dāng)中9. Attitude-or-spirit is rewarding as it gives you something special to take home each

8、day. 良好的態(tài)度、情緒是值得的，它每天能讓你帶回家一些特別的事情 15WHEN YOURE UNPROFESSIONAL, YOULL當(dāng)你的工作表現(xiàn)的不專業(yè)時，你將 Arrive late to work. 遲到Be unprepared to start your work day. 未做好準(zhǔn)備工作Not take your work seriously. 不認(rèn)真工作Not care about your appearance. 儀容儀表不整Be rude to guests. 無禮的對待客人Gossip about guests. 議論客人Be unfriendly and impol

9、ite to your co-workers. 對待同事不友好, 無禮Not work with your co-workers as a team. 不與同事合作16REMEMBER!Professionalism is a spirit, character, or way of pursuing a skill or trade in a dedicated and caring manner; including the actions and attitudes which demonstrate that spirit 專業(yè)是一種在奉獻(xiàn)的形式上追求技巧的精神,特質(zhì)及方式；包括以行為

10、和態(tài)度來證明這種精神17WHO ARE SOME OF THEPROFESSIONALS YOU RESPECT誰是你敬重的專業(yè)人士 Professionals I Respect 我敬重的專業(yè)人士Why? 為什么18WHY DO YOU RESPECT A PROFESSIONAL?為什么敬重專業(yè)人士?Because a professional is generally:專業(yè)人士通常是:Conscientious about his/her special skills and talents.盡職, 盡責(zé)Able to appeal to people. 能夠吸引人們Sincere. 真

11、誠Dedicated to his/her work. 獻(xiàn)身工作Honest. 誠實(shí), 正直Dependable. 忠實(shí), 可靠Serious about his/her work. 嚴(yán)肅, 重視工作Enthusiastic and enjoys his/her work. 熱情并享受工作“The tops” at what he/she does. 做到最好“Gives it everything” and “goes that extra mile”. “奉獻(xiàn)所有”,“多走一步”19REMEMBER!Its the attitude that makes a professional!專業(yè)

12、的工作是一種態(tài)度20WHAT YOU CAN GAIN BY BEING PART OF A TEAM成為團(tuán)隊中的一員,你能獲得什么 1. Increased communication with your co-workers 增加同事之間的交流2. An atmosphere of increased trust with your co-workers. 增加同事之間的信任3. Support during busy of difficult situations. 在困境中獲得支持4. Reduced stress. 減輕壓力5. Recognition as being part o

13、f a special group 成為特殊團(tuán)體中的一員時獲得重視6. Increased opportunity for promotion or career advancement. 增加事業(yè)上的晉升機(jī)會7. Recognition of your individual efforts and needs. 重視個人成就及需要8. Opportunity to learn from other people. 有機(jī)會從其他人身上學(xué)到東西 9. Feelings of achievement as goals are accomplished 當(dāng)達(dá)成目標(biāo)時有成就感21TEAMWORK 團(tuán)隊

14、協(xié)作Just like a sports teamworks together to win games,so do hospitality employeeswork together to provide servicesthat please guests.And thats what makes a group of people into a team:recognizing a common goaland working together to achieve it. 正如運(yùn)動隊一樣一同工作,贏得比賽，與熱情,好客的員工一起提供滿意的服務(wù)給客人。 組成一個團(tuán)隊：有共同目標(biāo)并且一同

15、達(dá)到它。 22COMMON GOALS SHARED BY TYPICALHOSPITALITY TEAMS為達(dá)到共同的目標(biāo)一同工作Food Servers / Cooks 餐飲服務(wù)/廚房Setting up the dining room擺臺Taking and serving guests orders為客人點(diǎn)單Preparing guests orders準(zhǔn)備客人所點(diǎn)菜品Keeping work areas clean and organized保持工作區(qū)域清潔23Teamwork is interdependence,or people being able to rely on each other to get something done.團(tuán)隊協(xié)作是相互依靠的,人們可以通過互相幫助完成工作.In some ways, Teamworkis a unique way to share all the good things you have achieved