IHG技能培訓(xùn)認(rèn)證.pptVIP

Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Craft Trainers Certificate,技能培訓(xùn)認(rèn)證,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,2,Introduction導(dǎo)言 Why you have been selected to attend this program?為什么你會被選擇來參加這個(gè)培訓(xùn)？ What you want to learn throughout the program to help you to be a better trainer?在這個(gè)培訓(xùn)中，你想通過學(xué)習(xí)哪些知識使你成為一個(gè)更優(yōu)秀的培訓(xùn)員？ 3. What training you will be expected to carry out when you return to your department?當(dāng)你回到部門后，你將會實(shí)施哪些培訓(xùn)？,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,3,Need需求 Effective training skills are essential for all supervisors and managers.著實(shí)有效的培訓(xùn)技能是所有主管和經(jīng)理的必要素質(zhì)之一。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,4,The Employee Lifecycle 員工的職業(yè)周期,5. Assessment - Training and Development:評估-培訓(xùn)和發(fā)展 DHs with potential to move into GM positions, will attend assessment and development programs.有可能成為 總經(jīng)理的部門主管會很留心計(jì)劃的評估和發(fā)展,4. Performance Management:績效管理 This is targeted at those who must manage other employees. They have to be competent in coaching, disciplining etc.主要針對于那些管理者 他們必須有管理和督導(dǎo)等等的能力,6. Succession Planning:繼任計(jì)劃 Setting and achieving goals to move on to the next step in their career. 設(shè)置和完成目標(biāo)從而進(jìn)行下一步。,2. Communicating Expectations To Employees: 將期望傳達(dá)給員工 Send out the right messages to all new employees.向所有新員工傳遞正確 的信息,Preparing The Organization組織 框架的準(zhǔn)備: Ensuring management is competent in all aspects of bringing new staff into the hotel.確保通過管理可以很好的使新員 工融入酒店,3. Building Capability Training and Development:塑造能力-培訓(xùn)和發(fā)展 By assessing on the job needs we can assess further training the staff may require.通過評估工作需求，我們可 以評估下一步的培訓(xùn)需求。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,5,Range范圍 Program Outline培訓(xùn)綱要 Day 1: Introduction導(dǎo)言 Benefits of training培訓(xùn)的益處 Identifying learning needs識別學(xué)習(xí)需求 Organising the training content組織培訓(xùn)內(nèi)容 First practice session第一次練習(xí) Learning preferences學(xué)習(xí)偏好,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,6,Range范圍 Program Outline培訓(xùn)綱要 Day 2: Gaining attention吸引注意力 Breakdown分步講解 Questions問題 Check檢查 Second practice session第二次練習(xí) Corrective coaching糾正指導(dǎo) Training systems and resources培訓(xùn)體系及資源,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,7,Range范圍 Program Outline培訓(xùn)綱要 Day 3: (Optional may be conducted back in the workplace.可選-或可在實(shí)際培訓(xùn)中進(jìn)行) Third practice session第三次練習(xí) Assessment評估,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,8,Domestics Breaks休息 Smoking吸煙 Bathrooms洗手間 Emergency procedures緊急情況 Workbooks講義 Feel free to utilize these in the way that suits you best. 可以適合你的任何方式使用它。 Lots of fun!享受你的培訓(xùn)！,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,9,Objectives目標(biāo) Identify Training & Development requirements for team members in your department.識別你的團(tuán)隊(duì)成員的培訓(xùn)和發(fā)展要求。 Design and carry out a short piece of on-the-job training to meet these needs.設(shè)計(jì)和實(shí)施一個(gè)簡短的培訓(xùn)來迎合這些需求。 Evaluate the effectiveness of the training.評估培訓(xùn)的效果。 Develop opportunities to build organizational capability for the future.為將來塑造組織能力創(chuàng)造機(jī)會。 Coach team members in the development of their skills.指導(dǎo)團(tuán)隊(duì)成員發(fā)展他們的技能。 Carry out corrective coaching to ensure the standards are maintained.進(jìn)行糾正指導(dǎo)確保工作標(biāo)準(zhǔn)的實(shí)施。 Choose training resources and systems to support your departments training.選擇培訓(xùn)資源和系統(tǒng)來支持你們的部門培訓(xùn)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 2 第二章 Benefits Of Training 培訓(xùn)的益處,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,11,Benefits Of Training培訓(xùn)的益處 Objectives目標(biāo) Establish a definition of training.確定培訓(xùn)的定義。 Explain who benefits from training and what the specific benefits are.解釋誰會從培訓(xùn)中得益和得到了哪些益處。 Describe some of the barriers that prevent us from training.簡述一些阻礙我們進(jìn)行培訓(xùn)的困難。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,12,What Is Training?什么是培訓(xùn)？ To bring a person to a desired state or standard through instruction or practice.通過指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,13,What Type Of Employees Need Training?哪些員工需要培訓(xùn)？ New employees (On Boarding).新員工（剛?cè)肼殻?Transferring to another department (New knowledge).調(diào)至另一部門（新知識）。 Promotion (New knowledge).提升（新知識）。 When standards have dropped (Corrective).無法達(dá)到工作標(biāo)準(zhǔn)（糾正）。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,14,Who Benefits From Training?誰從培訓(xùn)中受益？ Trainees/Employees員工 Trainers/Supervisors培訓(xùn)員/主管 Guest顧客 Hotel酒店,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,15,Who Benefits From Training?誰從培訓(xùn)中受益？ Trainees/Employees員工 Increased job satisfaction.提高工作滿意度。 Greater safety.工作安全。 Work more efficiently.提高效率。 Career advancement.職業(yè)發(fā)展。 Greater confidence.提高自信。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,16,Who Benefits From Training?誰從培訓(xùn)中受益？ Trainer/Supervisor培訓(xùn)員/主管 Delegate more tasks.委派更多的任務(wù)。 Less complaints.更少的抱怨。 Increases team morale.提高團(tuán)隊(duì)士氣。 Less time spent checking on employees.節(jié)省檢查員工的時(shí)間。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,17,Who Benefits From Training?誰從培訓(xùn)中受益？ Guest客人 Efficient service.高效的服務(wù)。 Value for money.物有所值。 No cause for complaint.沒有抱怨的理由。 Consistent service.獲得始終如一的服務(wù)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,18,Who Benefits From Training?誰從培訓(xùn)中受益？ Hotel酒店 Consistent standards.始終如一的服務(wù)標(biāo)準(zhǔn)。 Improved productivity.提高生產(chǎn)力。 Increased retention.減少人員流失。 Increased morale.提高士氣。 Less complaints.減少抱怨。 Increased revenue.增加收入。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,19,Team have to do more work 大量的工作,Recruit new Employee 招聘新員工,Barriers To Training 培訓(xùn)障礙,They do things Wrong 做錯(cuò)事,New employee gets thrown in 新員工入職,Employee feels Demotivated 員工沒有動力,Team gets Demotivated 團(tuán)隊(duì)沒有動力,I dont have time to train 沒時(shí)間,Employee Leaves 員工離職,VICIOUS CYCLE惡性循環(huán),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,20,Employee is Motivated 員工有動力,Manager has more time 經(jīng)理有更多的時(shí)間,Barriers To Training培訓(xùn)障礙,Employee learns new skills 員工學(xué)到新技能,New employee enjoys role 新員工遵守規(guī)則,Employee feels Valued 員工感覺到很受用,Employee takes on extra tasks 員工接受額外工作,I dont have time NOT to train 我有足夠的培訓(xùn)時(shí)間,Employee works Unsupervised 員工工作無須監(jiān)督,VIRTUOUS CYCLE良性循環(huán),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 3 第三章 Identifying Learning Needs 識別培訓(xùn)需求,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,22,Identifying Learning Needs確定培訓(xùn)需求 Objectives目標(biāo) State why it is important to identify learning needs.陳述為什么識別學(xué)習(xí)需求很重要？ Describe a learning need.描述學(xué)習(xí)需求。 Identify how skills, knowledge and attitude contribute to the learning need.認(rèn)識到技能、知識和態(tài)度如何有助于學(xué)習(xí)需求 Recognise times when training is not the answer.當(dāng)培訓(xùn)不是解決辦法的時(shí)候要注意分別。 Describe the overall role of the Workplace Trainer.描述工作場所培訓(xùn)者的全面職能。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,23,Learning學(xué)習(xí) Learning is to gain knowledge or skill by study, experience or being taught.指通過研究、體驗(yàn)或被教育而獲得知識或技能。 Training培訓(xùn) To bring a person to a desired state or standard by instruction or practice.通過指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,24,Training VS Learning Training is what you do as the trainer. Learning is what the trainee does.,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,25,Actual Performance實(shí)際表現(xiàn),Desired Performance 期望表現(xiàn),What Is A Learning Need?什么是學(xué)習(xí)需求？,Learning Need 學(xué)習(xí)需求,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,26,Skills 技能,Knowledge 知識,What Is Competency?什么是能力？,Competent 能力,Attitude 態(tài)度,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,27,Passionate 熱情,Action Oriented 行動導(dǎo)向,The Leadership Brand Framework領(lǐng)導(dǎo)力品牌的架構(gòu),Team Focused 團(tuán)隊(duì)關(guān)注,Savvy 理解能力,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,28,Measurement Tools測量工具 GSTS (Guest satisfaction Test System) ES (Employee Survey) Profit收益 Guest comments/feedback顧客的意見/反饋 Turnover statistics人員流動統(tǒng)計(jì) Accident reports事故報(bào)告 Wastage損耗 Low productivity低下的生產(chǎn)力,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,29,Leadership Brand Competencies,Performance Management 績效管理,The Role Of The Workplace Trainer工作場所培訓(xùn)者的職能,Identify Learning Needs 確定培訓(xùn)需求,Ongoing Training 進(jìn)行培訓(xùn),Overcoming Obstacles 克服障礙,WORKPLACE TRAINER,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 4 第四章 Organising The Training Content 組織培訓(xùn)內(nèi)容,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,31,Organising The Training Content組織培訓(xùn)內(nèi)容 Objectives目標(biāo) Describe the component parts of a training session.描述培訓(xùn)過程的組成部分。 Explain the benefits of having a structure.解釋擁有完整結(jié)構(gòu)的好處。 Demonstrate the logical sequence in your 1st practice session.在你的第一次練習(xí)中展示你的邏輯順序。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,32,Preparation準(zhǔn)備 Trainee學(xué)員 Goals and outcomes目標(biāo)和成果 Performance standards執(zhí)行標(biāo)準(zhǔn) Skills gaps技能差距 Training Requirements培訓(xùn)條件 Venue (Space)場地 Resources / Materials材料 Length of session (Time allocated for trainee and trainer)時(shí)間 Training Session Plan培訓(xùn)計(jì)劃 Remember “Failing to plan is planning to fail!”,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,33,Gaining Attention吸引注意力 What 主題 Interest 興趣 Need 需求,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,34,Breakdown分步講解,Explanation 解釋,Questions 問題,Demonstration 示范,Stages 分步,Trainee Practice 學(xué)員練習(xí),Praise 表揚(yáng),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,35,Check Verbal check口頭檢查 Practical check實(shí)踐檢查 Praise表揚(yáng) Link forward繼續(xù)延伸,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,First Practical Session 第一次練習(xí),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 5 第五章 Learning Preferences 學(xué)習(xí)偏好,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,38,Learning Preferences學(xué)習(xí)偏好 Objectives目標(biāo) Identify how and why people learn.為什么人們要學(xué)習(xí)，如何學(xué)習(xí) Recognise how you the trainer can help the learner to learn.學(xué)會作為培訓(xùn)員如何幫助你的學(xué)員去學(xué)習(xí)。 Identify ways to overcome the barriers to learning.認(rèn)識跨越學(xué)習(xí)障礙的方法。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,39,Learning Preferences學(xué)習(xí)偏好,I Remember 記住,I Understand 理解,I Forget 忘記,I See 看,I Do 做,I Hear 聽,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,40,Left Side左半球 Verbal語言 Analytical分析 Process ideas sequentially 間接想法的產(chǎn)生(思考后得出的) Keeps track of time注重時(shí)間 Step by Step按部就班 Highly organised高度的組織能力 Makes lists有條理,Brain Dominance大腦的控制,Right Side右半球 Visual視覺 Intuitive直覺 Process ideas simultaneously 形成直接想法 No sense of time 沒有時(shí)間觀念 See whole first會先看到整體 Talk with your hands動手能力,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,41,VAK Styles VAK類型 Visual - “Show me”視覺類型 These communicators and learners tend to see things in their minds and use images. They prefer to learning from reading, note taking and diagrams. Auditory - “Tell me”聽覺類型 These communicators and learners tend to listen and talk. They prefer to learn from lectures, talks and audio tapes. Kinaesthetic - “Let me try”觸覺類型 These communicators and learners tend to use movement and action. They prefer to learn by writing, acting out, pacing and gestures.,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 6 第六章 Gaining Attention 吸引注意力,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,43,Gaining Attention吸引注意力 Objectives目標(biāo) Identify the 3 parts of the attention section.認(rèn)識吸引注意力的三個(gè)部分。 Write the “A” section for your training session this afternoon. 在今天下午寫出你的培訓(xùn)提綱的”A” 部分。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,44,What? Specific 具體,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,45,Interest培訓(xùn)什么？ Background of topic話題背景 Finished example實(shí)例/樣品 Story about topic故事(與主題有關(guān)的) History歷史 Joke笑話 Personal experience個(gè)人經(jīng)驗(yàn) Something topical一些有關(guān)的話題 Questions問題,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,46,Need Job safety安全 Enhance job satisfaction提高工作滿意度 Enhance team spirit增強(qiáng)合作精神 Pride in the job以工作為傲 Opportunity for advancement更好的發(fā)展機(jī)會 Status within the hotel在酒店中的地位 Reward/recognition獎勵(lì)/贊揚(yáng) Confidence, professionalism, proficiency 自信、專業(yè)、熟練,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 7 第七章 Breakdown 分步講解,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,48,Breakdown分步講解 Objectives目標(biāo): Identify what we mean by steps, standards and questions.通過步驟.標(biāo)準(zhǔn)和問題來確定你要表達(dá)的意思 Plan the “B” section of your training session for this afternoon.在今天下午寫出你的培訓(xùn)計(jì)劃的”B”部分。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,49,Why Do We Breakdown The Task?為什么要分步進(jìn)行？ So the trainee is clear about what they have to do.學(xué)員會清楚要做什么。 So we do not miss anything out.我們不會遺漏內(nèi)容。 So we train on all key points.所有的重點(diǎn)都可涵蓋 So we do not make assumptions.不用做假設(shè) So we think through our own skills to unlock the secrets we have so we are able to transfer these to our trainee. 更好的傳遞知識。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,50,Stages進(jìn)程 We need to deliver our training in appropriate stages so it is at the right level.我們需要以適當(dāng)?shù)牟襟E來做我們的培訓(xùn),以至與他會在一個(gè)正確的水平 Too many stages and the training will be too easy.步驟越多,培訓(xùn)越簡單 Too few stages and the trainee will become overloaded and forget.步驟越少,培訓(xùn)會變的越有負(fù)擔(dān)甚至被遺忘,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 8 第八章 Questions 問題,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,52,Questions問題 Objectives目標(biāo): Identify the types of questions you should ask.認(rèn)識問題的種類。 Establish the number of questions you need in your session.設(shè)定你培訓(xùn)中所需要的問題。 Know how to handle answers.學(xué)會如何處理問題。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,53,Why Do We Ask Questions?為什么要問問題？ Keeps the trainee interested and involved.使學(xué)員感興趣和融入其中。 Helps the trainee learn.幫助學(xué)員學(xué)習(xí)。 Makes the trainee think for themselves.使學(xué)員思考。 Aides retention of information.有助于接受信息 Checks recall and understanding.檢查記憶和理解。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,54,Types Of Questions問題類型 Open開放式 5個(gè)W,1個(gè)H Who 誰 What 什么 When 何時(shí) Where 何地 How 如何 Why 為什么 Closed封閉式問題 Gain commitment取得承諾/承認(rèn),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,55,Winning Ways,Do the right thing/做對的事 Show we care/體現(xiàn)關(guān)愛 Aim higher/追求卓越 Celebrate difference/求同存異 Work better together/協(xié)作共贏,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 9 第九章 Check 檢查,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,57,Check檢查 Objectives目標(biāo): Establish why it is important to check the effectiveness of our training.認(rèn)識為什么檢查培訓(xùn)的效果很重要。 Complete the “C” section of our training session.完成你的培訓(xùn)的”C” 部分。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,58,Benefits Of Checking檢查的益處 Ensures that we have achieved our objectives as trainers.確定我們達(dá)到了培訓(xùn)目的。 Ensures that the trainee is confident in applying the new skills.確定學(xué)員是否可以自信的應(yīng)用新技能。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,59,Verbal Check口頭檢查 This is the first check.最初的檢查。 Ensure trainee understands before putting new skills into practice.確認(rèn)學(xué)員在實(shí)際操作的前理解學(xué)到的新技能。 Use open questions to check.使用開放式問題進(jìn)行檢查。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,60,Practical Check操作檢查 Your objective is that the trainees should be able to complete the task you taught them.你的目的是學(xué)員可以按照你所教的內(nèi)容完成實(shí)踐任務(wù)。 The “Whole” task should be completed by the trainee in front of the trainer without any aides.學(xué)員應(yīng)在沒有任何提示和幫助的前提下，當(dāng)面完成所有實(shí)踐的任務(wù)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 10 第十章 Corrective Coaching 糾正指導(dǎo),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,62,Corrective Coaching糾正指導(dǎo) Objectives目標(biāo): Recognise standards and why they fall.確認(rèn)標(biāo)準(zhǔn)和為什么他們不符合標(biāo)準(zhǔn)。 Establish the definition of corrective coaching.確定糾正指導(dǎo)的定義。 Identify the skills and qualities of a good coach.好的糾正執(zhí)導(dǎo)的技巧和質(zhì)量。 Establish the principles of corrective coaching.確定糾正指導(dǎo)的原則。 Provide specific and constructive feedback when results are not up to expectations.當(dāng)不符合期望值時(shí)給予詳細(xì)的說明和建設(shè)性的意見。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,63,Why might an employees performance fall below standard?為什么員工的表現(xiàn)會達(dá)不到標(biāo)準(zhǔn)？ Trainee has forgotten.忘了。 Cutting corners.為了省事。 Using wrong equipment/materials/ingredients.使用了錯(cuò)誤的設(shè)備/材料 Broken/missing equipment.設(shè)備損壞/缺失 Lapse in concentration.注意力不集中 Inadequate performance in the first place.第一次不適應(yīng)。 Sickness.生病。 Tiredness.疲憊。 Short staffing.缺人手。 Poor supervision.缺乏管理。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,64,What Is Corrective Coaching?什么是糾正指導(dǎo)？ Demonstrating, explaining or questioning to remind an individual of the correct way to undertake a task.通過示范、解釋或提問來提醒使之按照正確的方法完成任務(wù)。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,65,The Feedback Sandwich反饋三明治,Identify the fault 指出錯(cuò)誤,Follow up 跟進(jìn),Praise 表揚(yáng),Encourage correct Standard鼓勵(lì),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,66,How Can We Demonstrate Our Core Values?如何示范我們的核心價(jià)值觀 Ensuring that you are spending sufficient time with the trainee. 確保你對學(xué)員花出了足夠的時(shí)間。 Taking them away from other team members to correct their performance.如果要糾正他們的行為,請將他們帶出團(tuán)隊(duì)單獨(dú)進(jìn)行(不要在隊(duì)員面前糾正他的行為) Being patient and understanding if they dont grasp the task straight away.如果學(xué)員不能馬上掌握，要有耐心和善于諒解。,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Second Practical Session 第二次練習(xí),Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,Module 11 第十一章 Training Systems And Resources 培訓(xùn)系統(tǒng)和資源,Copyright 2006, InterContinental Hotels Group. All Rights Reserved.,69,Training Systems And Resources培訓(xùn)系統(tǒng)和資源 Objectives目標(biāo): Identify the training systems and resources in our hotel.認(rèn)識酒店的培訓(xùn)系統(tǒng)和資源。 Consider other issues that the Workplace Trainer may need to take into account.考慮在工作場所可能會發(fā)生的其他問題。 Understand the system in place for reviewing performance.了解培訓(xùn)系統(tǒng)在適當(dāng)?shù)牡攸c(diǎn)回顧表現(xiàn)。 Understand our standard operating procedures.了解我們的服