洲际一对一岗位培训.ppt

What type of staff need training?什么样的员工需要培训 New employee (Induction)　新员工（引导型培训） Transfer (New Knowledge)　转部门员工（新知识培训） Promotes (New Knowledge)　提升员工（新知识培训） Those whose standards have dropped (Corrective)　标准降低的员工（纠正性培训） When do we train?什么时候培训？ Upgrading　提高 Job enrichment/Enlargement (e.g. Cross-training, Staff exchange)　充实／扩大工作面（例如：交叉培训，员工交换） Pre-opening Period　开业之前 Changes In Work　工作变动 Future Changes In Organization　未来机构变化 Benefit to Staff/Trainee对员工／学员的益处 increased ‘Job Satisfaction’　提高工作满意度 greater safety　增强工作安全感 work quicker　工作迅速 career advancement　增强职业前瞻性 less hassle　减少争吵 greater confidence　增强自信心 Tips　增加小费 Benefits to Trainer对培训员的好处 your job easier　工作变得更容易 delegate more tasks　可完成更多的任务 less complaints　减少投诉 good team spirit　增强团队精神 less checking required　减少检查环节 saves time　节约时间 Benefits to Customer对顾客的好处 Efficient service　服务更有效率 value for money　物有所值 no cause for complaint　杜绝投诉 consistent service　保持一贯性的服务 Benefits to Company对酒店的益处 consistent standards　保持一贯性标准 improved productivity　提高生产率 helps recruitment / retention　有助招聘／减少员工流动 employee morale　鼓舞士气 less complaints　减少投诉 increased revenue　提高收入 How do we identify training needs? GSTS Talk to guests / people Performance Appraisal Financial Performance, e.g P&L Report Observation etc “THE FIVE SENSES”五种感官 How to gain attention? Picture Story Game Question NO. Vedio Music Competition (Prize) News/Facts Experience Etc. Sydicate Exercise What Practical arrangements have to e made prior to the training? How was this session introduced? What should be in the main body of the training and how should it be dealt with? How can you check that the trainee fully understands what he has been taught? TASK ANALYSIS 任务分析 Training in the Breakdown section Allow trainees to practice that stage before moving to next Explain and questions should occur during demonstration instead of trainee’s practice Ensure trainee’s place have the best view of full demonstration Correct pace and level for trainee, and adjust if nece