第一篇：銀都酒店培訓及心得

銀都酒店培訓及心得

At the beginning of January, we a 4 people by Louie(international)the clique outside hotel management company goes to silver the hotel has by a definite date of a month groom.Although time is a month only, but results quite abundant.Silver-colored the hotel of concerning foreign affairs or foreign nationals that the hotel is class of a 5 stars, at official 1988 start business, during early or late develop built family ” of Ba Shu of ” of hall of “ tea emperor, “ , “ to block ” of the hall that pull OK, “ to feed street ” to wait for new meal recreation establishment.Because capital investment turns to meal, face-lifting of reason guest room is decorated fail to catch up with in time, because etc of this guest room is accessary facilities is relatively obsolete, but wholesome state still very clean.Silver-colored the culture breath of the quality education that the hotel pays attention to employee very much and enterprise, these will be reflected somewhat in each respects.One, groom respect 1, of new employee groom into duty Louie(international)the hotel manages what the company takes new employee seriously very much to enter duty to groom, after every enter what counterjumper all needs to pass 3 days to groom, punish the respect such as consciousness of byelaw, service in order to learn the award of the hotel general situation, ethics training that serves personnel, hotel to be content, make come from the new employee of different culture setting hard, serve normative requirement operation according to the hotel, accord with the need that serves to the guest, the public house that keeps balanced serves level.Through grooming, make employee understands from already enterprise phylogeny, establish the service consciousness with consummate guest, make clear the duty of employee, raise consciousness of fire control safety.Previously, this hotel is to enter duty to groom, because groom,the teacher has one person only, often have too many visitors or business to deal with so, create workload big and the aspect with very small effect, after be being discussed through suggesting to reach for many times, change a month to groom centrally now, groom group by group, reduced cost of manpower, content already, it is better to was obtained again groom the effect.2, post is special groom Louie(international)station of hotel management company is special groom by silver 3 class groom in light of the network, advocate if groom with the branch,be active, groom the ministry strengthens superintend and director to guide.Post is special groom specific aim is strong, but the of all kinds problem that the basis appears in the job, be like, serve the situation such as inexperience of ideal lag, skill, sectional example adviser can use the meeting before the class or sectional regular meeting, have special topic tuitional or field work, or centralized study, try in time to rectify and reform.Another kind grooms a basis groom the theme of ministry make known to lower levels grooms plan, undertake grooming, undertake by qualitative check ministry basic level is checked, if do not groom,reach the designated position, criterion often the query that employee does not answer to give qualitative check staff, not capable to grooming branch has exposure.Sectional post grooms for example, this year Feburary, room Wu ministry began ” of skill of “ guest complaint handling, “ downstage the communication ” with concerned branch, “ , ” of negative case analysis, “VIP recieves program ” to wait;Meal ministry began “ aggrandizement to serve knowledge of menu of Spring Festival of recognizant ” , “ and promotion to groom ” of knowledge of water of wine of ” , “ , “VIP recieves the content such as as normative as the service ”.Special grooming is give priority to body with whole restaurant, began “ to serve second line of 12 fast ” , “ to serve ” , “ for a gleam of Louie

(international)of the content such as ” of hotel brand content groom.This kind grooms time is decided oneself by departmental door, the theme is concentration of outstanding, personnel, professional strong, those who obtain groom the effect is relatively apparent.3, build a network to groom systematic way is easy(international)hotel management company is guaranty domino effect, published company management to groom should order one article, abiding by “ controller is the principle of ” of the person that example guides, silver-colored the hotel built 3 class to groom origanization construction made relevant obligation.Specific for, general manager namely total example adviser, group leader of chief inspector of each greater part, manager, squad is departmental door and adviser of example of team and group, body part class manages, each department its duty, form disparate arrangement of ideas, cover whole public house groom administrative network.The key that works according to grooming, made refined demand.It is to should be made groom working plan, include to groom the purpose of the plan, content, attend personnel, place, timeline, anticipate the effect, charge to wait;The 2 control that are trends wanting Ren, groom namely of the job fulfil, include to groom working report, groom executive circumstance of the job, groom working examination.3 it is to build groom the data-base of personnel.4, way of perfect qualitative check system is easy(international)hotel management company is good to catch overall quality, set director of one qualitative check only, combinative hotel is actual circumstance, build qualitative check network, form the administrative pattern with strict construction.Qualitative check group is opposite regularly inside the hotel, outside undertake checking, discover a problem, undertake inducing, advance focal point of next month servive routine;Pledge at the same time check ministry with groom the ministry has Ji ground couple, supplement each other, to grooming the assessment of performance has main effect.Particular way: Qualitative check ministry has qualitative check, advance new service focal point, groom ministry follow-up grooms content, fulfil, qualitative check ministry undertakes checking again, form …… to pledge check —— grooms —— is again qualitative the good loop of …… of check —— retraining.2, human affairs respect 1, personnel staff is silver-colored the hotel has 306 guest room, 1483 pieces of eat, staff personnel 740 people, organizing 732 people actually, among them 34 people of trainee.At present guest room personnel weaves 217 people, actual personnel is 198 people, 5 people of trainee;Meal ministry weaves 352 people, real authorized strength 344 people, 29 people of trainee, year capacity of average personnel flow is in 30% the left and right sides.In recent years, silver-colored hotel by economy brilliant period enters trough gradually, to reduce personnel expenditure, avoid overstaffed, this hotel was carried out cut down the member of persons employed, by former 1200 people are decreased now 730 people.Current, ” of shop of “ Shanghai food already was carried out contract, the business index of business accounting branch, also index of business accounting choose and employ persons, give according to in finished state extend corresponding proportional bonus, be responsible for a task unit until it is completed namely bonus.2, staff invite applications for a job flows as a result of personnel, bring about post to be short of make up, louie(international)hotel management company needs according to the branch, seasonable invite applications for a job, avoid to affect the service quality of each business point.Acquire a talent with 2 kinds of ways commonly: It is from in-house invite applications for a job, through rising job, relieve guard wait for means;2 it is to pass service market to be hired to the society.Hiring a program is hold the post of primary election by person victim first, undertake interview by use branch next, final B class is examined and approve

directly by manpower resource chief inspector with next personnel, personnel of class A above is examined and approve by general manager.3, company culture construction is silver-colored the hotel is organized without party, labour, group, because this is the matters concerned of a few logistics that treats good employee, created staff work department technically, the job such as get-together of birthday of responsible government nursery school, dormitory, employee, employee.To abound the spare cultural life of employee, set the reading room that a 4 square metre control only, one part is bought for restaurant place, employee of partial criterion appeal contributes a book.Change to reflect hotel human nature, overall quality management, the near future put forward “ second line to be service of a gleam of again, serve the concept of ” for the guest namely.This inn is qualitative at the same time check, groom, staff work ministry is collective resume publication “ silver-colored family “.4, construction of organization of ministry of security personnel of security personnel job is strict, system perfect, post is clear, highly disciplined.Although personnel has 20 much people only, but provide safe safeguard for the hotel with the service level of high quality however.Silver-colored the member that the hotel asks to ensure public security wants business to want to have a good command of not only, and also want to master to knowledge of customer service Wu.Louie(international)hotel management company grooms class of knowledge of guest of ceremony of the member that the ministry is security personnel philtrum technically to offer security personnel, the member that at the same time the requirement ensures public security must everybody collects a word to take an exam through basic English.Personnel of security personnel of organization of ministry of every months of security personnel undertakes fire control grooms, organize knowledge of fire control of staff of whole public house every year, organize imitate of hotel fire control every year to learn, and do often tell, often say, be have an objective only: Serve for each client better.

第二篇：獻縣銀都酒店材料供應合同

建筑裝修工程承包合同

甲方：

乙方：

甲乙雙方按照《中華人民共和國合同法》的規定，就甲方委托乙方承擔河北銀都酒店投資管理有限公司建車庫、職工宿舍一事簽訂本協議，請雙方共同執行：

一、工程范圍：

建車庫120個、職工宿舍22間。

二、合同金額

合同總金額：捌佰叁拾伍萬元整

三、質量要求及技術標準：

由乙方提供的建筑材料，經甲、乙雙方共同認可的樣品為驗收標準、經甲、乙雙方檢測達標合格，方可作為本工程認可的施工材料，所有建筑材料須分批分期進入施工現場，保證產品的質量，如產品出現質量問題，均屬乙方責任，乙方無條件的給予更換。

四、供貨要求：

1、乙方根據施工進度要求，及時組織貨源，按照乙方施工進度要求如期完成。

2、貨物供到施工現場后，由甲乙雙方進行驗收。

3、供貨途中的貨物乙方承擔，或到工地后，甲方為卸貨提供場地，貨物保管由甲、乙方共同負

責。

4、乙方由此耽誤甲方的施工進度，而造成的一切經濟損失均由乙方承擔。

五、付款及結算方式：

2013年12月15日前全部由承包方墊資；2013年12月30日前發包方一次性付清承包方工程款835萬元整。

六、甲、乙雙方權利及義務

（一）、甲方權利和義務：

（1）甲方負責乙方的工程備料結算款。

（2）甲方按設計要求的建筑材料會同乙方共同進行驗收。

（3）甲方根據施工進度作出詳細的供貨計劃，并提前三天書面通知乙方供貨。

（4）甲方負責在施工現場為乙方提供卸貨場地及施工配合費所列的配合項目。

（二）、乙方權利和義務：

（1）乙方所提供的建筑材料必須符合施工驗收規范要求，在施工中如發生的不合格材料和不按施工驗收規范要求的，發生的一切損失均由乙方承擔。

（2）質量保證：所有的建筑材料出現的任何問題均由乙方無條件更換，知道合格為止。

（3）乙方在供應材料中，如不按甲方工期要求，所延誤的損失應由乙方按實賠償。

七、其他約定事項：

（1）在本合同工履行過程中，雙方如有爭議，應友好協商，如協商無效，提交甲方調解，如調解不成，按照各自的合同履行方式，提交到當地的人民法院訴訟解決。

（2）本協議一式二份，甲、乙方經簽字蓋章后生效。

（3）本協議甲、乙雙方各執一份。

（4）本協議作為合同條款的組成租房，與合同同具法律效力。

甲方：乙方：

（簽字）：（簽字）：

年月日年月日

第三篇：酒店培訓心得

酒店培訓心得

通過對企業培訓管理的學習，我深受感動，倍受鼓舞。首先老師想我們解釋了酒店的含義。酒店不僅僅是外在的給顧客提供物質方面的服務，更是滿足客人需要的服務，這種服務貫穿了一個酒店的服務理念，一個酒店的精髓。然而酒店的服務質量又起到了至關重要的作用。

酒店服務質量具有雙重含義，一是服務要滿足或超越客人的要求，一是盡量彌補服務的缺陷或不足。那么怎樣達到雙管齊下呢？在滿足客人要求方面，提高客人滿意度，那就要使產品和服務標準化，從而增加產品的可賣性，從而不斷地增加產品在市場上的份額，從而帶來銷售收益。在彌補服務質量的不足方面，就要減少服務的過失，從而減少客人的不滿，也就減少了客人的退款和投訴，也就減少了重復工作，改善了工作周期，也就降低了成本。提高服務質量之一就是要多關注細節。關注細節，就是關注對客戶服務的品質。首先，每天閱讀質量報告，要對飯店的安全衛生、設備設施、賓客的意見進行分析，對賓客的投訴問題進行處理，以達到最優秀的服務理念，同時發現問題要及時糾正；其次，巡視檢查酒店服務質量，檢查員工的儀容儀表、規范員工的紀律、抽查服務設施，要求服務到現場。其三，與客人接觸上，通過溝通、反饋，發現問題所在，改進并處理客人重要控訴，提高自己的服務理念，不斷在細節中體現對客戶服務的個性化、親情化，形成把服務當作親情的傳遞，融細節于點滴服務之中，讓客人真正感受親情、愉悅和驚喜。最后定期的進行質量管理培訓，不斷改進和提高服務質量，最終形成酒店獨有的服務理念。

服務管理是一門藝術，而這門藝術應體現在一點一滴的小事上，節約時間從一分一秒著眼，及時并善于發現客人的需要，減少工作長短的時間，減少客人等待的時間，這樣才能讓基礎工作更有效率。

服務管理更需要合理的溝通，一線員工要時刻保持與顧客的溝通，并以客人為中心，理順服務人員與客人的關系，圍繞客人并開展各項服務，一旦發現客人的需要和投訴，做好前后臺溝通的暢通。工作人員一定要做到認真負責，迅速合作，這樣都能使工作更順利。服務員不但應能愉快勝任自己的工作，而且也應能發現及了解同事們的困難，并立刻知道在何處以何種方式來協助同事。

服務管理需要合理的技巧，這種技巧體現在肢體語言上，體現在接待顧客方面，體現在處理賓客投訴方面。這種技巧的基石在于對顧客的尊重、忠誠、禮貌。尊重客人，不僅要記住他們的名字、生日，更要記住他們的喜好；對客人要忠誠，與客人溝通時，信息要真實，定期不定期地檢查產品是否合格，盡量把產品最好、最真實的一面呈現給客人。在接待顧客、處理顧客投訴方面要注意語態要柔和，這種禮貌、親切的態度以及講話時適度音調等更能增加服務生的美感。

服務管理工作都是由這些瑣碎的細節構成的，因此，對工作中的小事絕不能敷衍應付，很多時候，一件看起來微不足道的小事，或者一個毫不起眼的變化，卻能實現工作中的突破，所以在工作中，對每一個變化，每一件小事，我們都要全力以赴做好，工作中無小事，正是這小小的微笑和一句真誠的問候，贏得客人滿意加驚喜，贏得客人的口碑，才贏得一個酒店的生存和發展空間。

以上就是我在這次培訓中的心得體會，這些知識內容都是老師在培訓課程中對我們的教誨，無論是在酒店的那個部門想要做到更強最好，那么就要理解服務的重要性。

未來的工作也許會千頭萬緒，甚至會遇到這樣或那樣的困難，但是我相信有公司各級領導的關懷和正確領導，有我自己的不懈努力，任何困難都會被克服，通過這次學習，讓我對酒店有了更深刻的認識，真正感受到了酒店的活力與魅力，認識到作為一個酒店員工的應盡的義務和服務意識！在今后的工作當中，我將通過所學的知識靈活運用到酒店工作中，讓更多的人認識云頂酒店，讓更多的人向往云頂酒店，讓云頂酒店成為人們心目中理想的去處。

第四篇：銀都學校五年級二班

銀都學校五年級二班

城鄉環境綜合治理“進課堂”活動計劃

根據大邑縣2012年城鄉環境綜合治理工作“進學校”活動方案以及銀都學校此項工作的要求，為進一步規范校園管理，綠化美化校園環境，徹底治理校園“贓、亂、差”現象，使師生養成文明衛生習慣，有效提升班級和學校整體形象，特制訂銀都學校五年級二班2011—2012學年下期城鄉環境綜合治理 “進課堂”活動計劃：

一、治理范圍

校園公共區、教學區、辦公區、學生寢室。

二、活動目標

開展“知（銘）恩于心·感恩于行”主題教育，以“千萬學生寫家信”、“小手牽大手”、“文明新風伴我行”三大主題活動為載體，使班級和學校“臟、亂、差”現象得到全面治理，安全狀況得到明顯改善，師生文明素養得到較大提高，育人環境進一步優美和諧。努力實現“教育一個學生、帶動一個家庭、影響一個社區、文明整個社會”的目標。

三、具體要求

1、開展“在校做個好學生”活動，做文明學生和文明使者。將文明帶進校園，遵紀守法，行為規范，懂得禮儀；將微笑帶給同學，互助友愛，寬厚待人，學會謙讓。

2、開展“校外做個好少年”活動。將愛心帶給社會，多做好事，樂于奉獻。做到校外不隨地亂扔果皮紙屑，主動參加社區衛生大掃除、幫助孤寡老人獻愛心等公益活動。

3、開展“在家做個好娃娃”活動。將孝心帶給長輩，尊敬老人，學做家務，團結鄰里；督促家長親友參與治理并形成講文明、愛衛生的好習慣。

四、具體工作安排

2月

1、安排、宣傳、制定工作計劃

2、開展“城鄉環境綜合治理”實踐活動。

3、開展環境衛生評比活動。

3月

1、開展“城鄉環境綜合治理”進課堂活動。

2、開展“小手拉大手”活動。

3、開展環境衛生評比活動。

4月

1、辦“城鄉環境綜合治理”主題板報。

2、開展愛護文明校園活動。

3、開展“小手拉大手”文明禮儀宣傳活動。

4、開展環境衛生評比活動。

5月

1、開展“城鄉環境綜合治理”進課堂活動。

2、開展“我是環境小衛士”勸導活動。

4、開展環境衛生評比活動。

6月

1、開展“城鄉環境綜合治理”進課堂活動。

2、開展一系列總結評優活動。

3、迎接上級領導對學校推進城鄉環境綜合治理工作進行專項督查。

2012年2月

第五篇：酒店管理培訓心得

酒店管理培訓心得

酒店管理培訓心得

首先，要感謝酒店給我們這次學習的機會，在這次學習中發現自己有很多的不足跟五星級酒店有較大的差距。

雖然只上了一節課我從中學到了；

一、管理概念：酒店管理者對飯店的人力、物力、財力、信息、時間、聲譽等資源通過決策、計劃、組織、指揮、協調、控制、激勵等職能使得運轉正常進行，以盡可能小的消耗、取得盡可能大的利益。

二、管理對象：人力、物力、財力、信息、時間、聲譽

五個%20，了解市場、了解自身產品、瞄準運行、完善制度、企業文化。

三、質量的概念：—適合和滿足客人需要的水平。

四、督導層在質量管理中的地位和作用：

1、高層、中層的質量管理的意念，督導層在具體工作體現。

2、質量管理中的質量標準制定、試驗、需要督導層參與。