Crowne Plaza City Center Changsha New Staff Orientation Manual
Part I
长沙皇冠假日酒店新员工入职培训手册
第一部分
Hotel Orientation Manual 酒店入职培训手册
Foreword to the Training Manager 培训经理前言
The first weeks of a new staff members' employment at your Hotel are the most critical in terms of setting the standards for the time they will work for you.
新员工入职的第一个星期对于酒店来讲是决定员工工作标准的一个重要临界点。
Correct and comprehensive orientation of each and every new member of staff is one of our key responsibilities as training professionals. The presentation of a high quality programme will also present the Hotels' Human Resource Department in a positive light from the start.
作为专业培训员，准确和综合的新员工培训计划是你的主要工作职责。高质量的培训课程的演绎是展示酒店人力资源部形象的一个好的开始。
The following manual is designed to provide you with a basis for your Hotels' orientation programme and to ensure we maintain the same high standards for all orientation programmes throughout the Company.
以下手册是专门用作酒店入职培训，同时也保证高标准的其他酒店入职培训项目。
Using this manual使用本手册
While the basis of each module is included you will need to spend some time going through the manual and customising it to your own Hotel. Disks are provided to enable you to do this.
本手册包含各个基础部门，所以需要花费时间全部熟悉，并根据各个酒店不同情况使用。
The first section contains an overview along with a "to do" list which outlines what you will need to do to customise the modules before you run them.
第一部分包含一份“需要做的”清单，需要在使用前根据情况因地制宜的使用。
It may not be appropriate to run some modules for your Hotel. Please omit these modules according to your Hotel’s needs.
如有不适应用的部分，可根据酒店需求忽略。
Each area of this manual is important and will require constant checking and updating to maintain standards.
本手册各个部分都很重要，为保重标准，需要持续的更新检查。
Utilizing Alternative Tutors 使用不同的培训员
Utilizing alternative tutors/trainers to deliver different modules will help maintain interest in the Orientation Programme for the delegates, you and the other trainers.
使用不同的培训员来演绎不同的部分可以让课程更加有趣。
Due to the nature of the Orientation Programme, it is often best to have the experts present the module relevant to their area. Orientation also provides a good opportunity for you to develop the training skills of other members of the team.
根据入职培训的特性，通常应邀请专业人事进行专业部门的讲解， 入职培训同样可以给团队中其他成员演绎自己培训技能的机会
For some modules, . Grooming, Telephones you may wish to use an external consultant, providing they are aware of and sensitive to your Hotel culture this is a good way of increasing the variation of tutors used and easing your workload!
某些部分，如，仪容仪表、电话礼仪，你可邀请一些外部顾问，这样你的培训员就会比较多样化，这样也可以适当减轻你的工作量。
However there are a few requirements any potential tutor must meet:
一些有潜力的培训员也可以参与到入职培训中来。
• Firstly they must hold a current Group Training, Train the Trainer Certificate or equivalent qualification
首先必须为这些培训员举行相关的团队培训，培训培训员或其他相关培训。
• They must be available on a regular basis to fit in with your Orientation Schedule
他们的工作时间必须能够和入职培训相适应。
• You must be confident that their training will be of the standard you require for this programme
你必须对他们课程演绎的标准有信心。
Suggested tutors for each module are listed in the module overview section of the modules.
在以下相关部分中一些可以邀请的培训员都有相应介绍。
Setting your Agenda 安排你的日程
Employees will start on Orientation and it is completed within the first 30 days.
Orientation will take the form of both on-job and off-job training sessions.
新员工的入职培训要求在入职的30天内完成。
入职培训包含脱岗和在岗培训两部分
MANUAL 1手册1
Off-Job orientation for ALL new starters consists of
所有新入职员工的脱岗培训包含以下方面：
A three-day modular programme outlined which must be completed within the first four weeks of employment.
在入职的第一个月必须完成三天的新员工入职培训。
A debrief of ‘In-House Experience’ should take place within four weeks of its completion.
在第一个月的培训完成后，需要进行相关培训报告
MANUAL 2 手册2
On-Job Orientation for ALL new starters consists of
对于所有的新员工，在岗培训包括：
Department Orientation to be completed on the first day of employment
加入部门的第一天必须完成部门入职培训。
Initial Training plan to cover the first two weeks of employment
入职的头两个星期必须准备和完成一份初始培训计划。
Management Orientation to be run for all Line Managers and above within the first week of employment.
对于一线部门经理和以上级别人员需要在入职的第一个星期完成相关管理级入职培训。
Optional Modules should be run for specific employees as appropriate
可选择的部分，可在需要的时候选用
New Starter Cross Exposure (optional)
新员工交叉培训（备选）
Orientation for Casual Workers should be run for all casual employees on the first day of employment.
临时工在入职的第一天也需要参加入职培训
Dangerous Kitchen Machinery should be run for all employees who are in contact with kitchen machinery. This module should be run prior to use of the machinery.
厨房员工需要进行厨房危险机器安全操作培训。
Orientation Programme Timings 入职培训时间安排
MANUAL 2手册2
Off-Job orientation for ALL new starters consists of
所有新入职员工的脱岗培训包含以下方面：
A three-day modular programme outlined which must be completed within the first four weeks of employment.
在入职的第一个月必须完成三天的新员工入职培训。
A debrief of ‘In-House Experience’ should take place within four weeks of its completion.
在第一个月的培训完成后，需要进行相关培训报告
Orientation Programme Timings 入职培训时间安排
Module Number
Module Title
Duration
Off Job Orientation 脱岗培训
1
Introduction - About this book 介绍
30 mins
2
Welcome by General Manager 总经理欢迎
20 mins
3
Introduction to InterContinental Hotels Group
洲际集团介绍
1 hour
4
Our Owning Company (where appropriate)
业主公司介绍（如果需要的话）
10 mins
5
Introduction to Our Hotel
酒店介绍
20 mins
6
You are our Customers – Terms and Conditions of Employment
服务我的客人
30 mins
7
Training Opportunities
培训机会
30 mins
8
Occupational Health & Safety
职业健康和安全
180 mins
9
Fire Training
防火培训
60 mins
10
Security
安全培训
20 mins
11
Hotel Tour and Product Knowledge
参观酒店和产品知识
90 mins
12
Marketing
市场
20 mins
13
Priority Club
优悦会
45 mins
14
Grooming and Hygiene
仪容仪表和卫生
60 mins
15
Telephone and Pagers
电话和传呼
60 mins
16
Introduction to Standards
标准介绍
90 mins
17
Customer Service Program (ITCS)
顾客服务项目
8 hours
18
Orientation Review
回顾复习
60 mins
19
Environmental Issue (Optional)
环境保护（备选）
20 mins
20
In-House experience debrief (Optional)
店内经验回顾（备选）
40 mins
21
Local City Orientation debrief (Optional)
当地城市介绍（备选）
40 mins
On Job Orientation 在岗培训
22
Department Orientation 部门入职培训
3 hours
23
Initial Training Plan 初始培训计划
2 weeks
24
Management Orientation 管理级入职培训
3 hours
Optional Modules 可选部分
25
New Starter Cross Exposure 新员工交叉培训
various
26
Orientation for Casual Workers 临时工培训
1 hour
27
Dangerous Kitchen Machinery 危险厨房机器的操作
1 hour
Handouts 手册
Where appropriate handout outlines are included.
需要准备一份完善的员工手册作为培训支持。
A PowerPoint based workbook with consolidation questions is provided for specific off job training modules in Manual Two.
参照后附PPT演示文档。
Handouts 手册
Where appropriate handout outlines are included.
需要准备一份完善的员工手册作为培训支持。
If your Hotel does not have a Handbook you should discuss this with your Personnel colleagues and will need to develop one, or in the short term produce extra handouts.
如没有员工手册，需要有相关材料辅助。
A PowerPoint based workbook with consolidation questions is provided for specific off job training modules in Manual Two.
参照后附PPT演示文档。
Review and Evaluation 回顾和评估
As with all training the Orientation Programme will need reviewing to evaluate its effectiveness. Listed below are some suggested tools for you to utilise. Remember you will need to evaluate the effectiveness in both short and longer terms.
所有的入职培训项目都需要进行回顾和评估以检验培训的有效性。以下有一些方法可供你选择，记住，你需要从短期和长期来检验培训的有效性。
Quiz games at the end of each day to check learning
每天进行小测验
Post orientation questionnaires given to staff (see module 30)
发给员工入职调查文娟
Monitoring labour turnover in first 3 months of employment
掌握头三个月的劳动力流失率
Guest comments . service received from new staff
客人意见。如：新员工的服务
Orientation Programme 入职培训项目
Mission Statement企业使命宣言
Develop employees who will be committed to InterContinental Hotels Group and its culture.
发展洲际酒店集团忠实的员工。
This Programme is an integrated process carefully linking training, management philosophy, technical systems and operating procedures. Employees will be provided with essential core skills during their initial training period with the Company.
这个培训项目是针对培训、管理哲学、技术系统和运作程序的一个综合过程。在初始培训计划中需要提供给相关的、员工基本核心的技能。
ORIENTATION CHECKLISTS
入职培训检查表
Employees should receive a schedule, which should include all modules that the delegate will attend. On completion this schedule should be signed by the Trainer and the Trainee and can be used as a training record.
员工需要有一份日程表，包括所有员工需要参加的项目，作为培训的结束，日程安排需要有培训员和员工双方的签名确认，同时这个也可以用作培训记录。
CONTENTS 内容
Sample Orientation Schedule 入职日程样本
Off-Job Orientation Checklist 脱岗入职培训检查表
On-Job Orientation Checklist 在岗入职培训检查表
New Employee Introduction Checklist（General）
新员工入职培训检查表(综合)
The Training Manager or Human Resources Manager should keep a record of attendance for all delegates.
培训经理和人力资源经理需要保存一份所有参与者的出勤记
Off-JOB ORIENTATION SCHEDULE
入职培训日程样本
Subject 项目
Time 时间
Date 日期
Venue地点
Supervisor/Trainer
主管/培训员
Off-Job Orientation 脱岗入职培训
Introduction - About this book
介绍
Welcome by the General Manager
总经理欢迎
Introductions to InterContinental Hotels Group
洲际酒店集团介绍
Our Owing Company
我们的业主公司
Introduction to our Hotel
我们酒店介绍
You are our Customers - Terms and Conditions of Employment
你是我们的客人-雇佣条件
Training Opportunities
培训机会
Occupational Health and Safety
职业健康
Fire Training
消防培训
Security
安全培训
–
Training Room
培训室
Training Officer
培训主任
General Manager/ HRD
总经理/人力资源总监
Training Manager
培训经理
Personnel Manager
人事经理
Training Officer
培训经理
Personnel Manager
人事经理
Training Officer
培训经理
Personnel Manager
人事经理
Security Manager
保安经理
Hotel Tour and Product Knowledge
参观酒店和产品知识
Marketing
市场
Priority Club
优悦会
Grooming and Hygiene
仪容仪表和卫生
Telephone and Pagers
电话和传呼
–
Training Room
Head Concierge
首席礼宾司
Sales Manager/ Director of Sales
销售经理/销售总监
Front Office Manager
前厅经理
Training Officer
培训主任
Switch Operator
总机主管
Customer Service Program – Be My Guest
顾客服务－服务我的客人
“Make it Happen”
梦想成真
Crowne Plaza CORE Value and Mission Statement
皇冠假日“核心价值观”和企业使命宣言
Orientation Review
复习
Training Manager
培训经理
Training Officer
培训主任
Optional Modules可选部分
Environmental Issues
环境保护
In-House Experience
店内经验
Local City Orientation
当地城市介绍
Head of Environmental Committee
环保委员会主席
Human Resource Manager
人事经理
Head of Concierge
首席礼宾司
ON-JOB ORIENTATION SCHEDULE (CONT.)
在岗入职日程（内容）
Subject 项目
Time 时间
Date 日期
Venue地点
Supervisor/Trainer
主管/培训员
On-Job Orientation
在岗入职培训
Department Orientation
部门入职
3 hours
Relevant Department
相关部门
Departmental Training Co-ordinator
部门培训协调员
Initial Training Plan
初始培训计划
2 weeks
Relevant Department
相关部门
Management Orientation
管理级入职
various
Relevant Department
相关部门
Department Head / Training Manager /
Training Co-ordinator
部门经理/培训经理/部门培训协调员
Optional Modules
可选部分
New Starter Cross Exposure
新入职交叉培训
various
Relevant Department
相关部门
Departmental Training Co-ordinator
部门培训协调员
Orientation for Casual Workers
临时工入职培训
1 hour
Relevant Department
相关部门
Departmental Training Co-ordinator
部门培训协调员
Dangerous Kitchen Machinery
厨房危险机器的操作
1 hour
Relevant Department
相关部门
Departmental Training Co-ordinator
部门培训协调员
Manager Signature
经理签名
Trainee Signature
学员签名
Name of Employee 姓名 __________________ Position 职位________________________
Department 部门_________________________ Start Date 开始日期 ____________________
Each New Employee is required to attend all topics listed above before the employment. The New Employee Company Orientation Checklist will be issued to them and the employee will sign-off at the end of the session and returns the form to the trainer.
每位员工都要求在入职前参加上述专题培训。新员工入职培训备查单将发给每位新员工，员工在课程结束时签字后还给培训员。
Put a check in the box 在小格子里打勾。
Personal welcome and comments by General Manager
总经理欢迎致辞
Training & Career Development
培训及事业发展
The culture and philosophy of IHG’s global organization
IHG一全球组织的文化和理念。
Tour of the hotel
参观酒店
The management team
介绍管理团队
Fire Preventions, Evacuation Procedure and Safety消防安全与紧急事故程序、逃生程序
IHG corporate video
集团公司录影带
Health and safety
健康与安全
‘Make It Happen’.
“梦想成真”培训
Grooming and hygiene (wearing of name tags) 仪容仪表与卫生
‘Be My Guest’
“服务我的客人”
Telephone manner
电话礼仪
Priority club
优悦会奖励制度
Personnel Policy and Staff Handbook
人事制度和员工手册
Owner Company and Changsha Introduction
业主公司及长沙发展介绍
My Hotel
酒店基本功能
Customer Service
顾客服务
I certify that all the above activities were completed on the date indicated.
我证明所有以上活动已在标明的日期完成。
Employee 员工 ________________________ Date 日期 ___________________
Training Manager 培训经理 _____________ Date 日期 ___________________
Name 姓名
Commencing Date 开始日期
Subject 主题
Notes 备注
Greet the Team部门欢迎
Introduction to Senior Staff 介绍给上一级员工
Departmental Tour and related areas 参观部门及相关区域
Departmental Organisation Chart 部门管理架构
Accident Reporting 事故报告
If injury occurs on the job 工作中发生事故
If injury occurs travelling to or from work 工作之外发生事故
Location of First Aid Boxes 部门急救小药箱
Location and who to report to 地点和报告
Departmental Security Issues 部门安全
keys, computers, stock, cash, etc 钥匙、电脑、仓库、现金等
confidentiality of hotel and company information
酒店保密制度和公司信息
Fire 防火
What to do 应该怎么处理
where to go in the event of fire 火灾逃生
Issuance and explanation of Job Description 工作职责
Priority duties 首要工作指责
Department goals 部门目标
Early Training 早期培训
Designated trainer 培训员
Schedule of training 培训日程
Ongoing training opportunities 培训机会
Departmental S&P Manual 部门培训手册
InterContinental Hotel Group Intranet (if applicable) 集团网络 （如有）
Presentation Standards 个人仪容仪表
Uniform issuance 制服
Name Badge 铭牌
Working Hours 工作时间
Rosters 排班
Leave Requests (incl. sick, annual, etc) 请假程序
Overtime and Times in Lieu 加班
Employee Facilities 员工设施
Lockers and keys 门锁
Staff Dining Room 员工餐厅
Photocopier/Fax/Phone etc 复印机/传真机/电话
Guest/Visitor Etiquette 对客服务
Telephone Etiquette – Departmental Standard 电话礼仪－部门标准
Message Taking 留言
Environmental friendly initiatives 环境保护
Guest Recognition Program 服务课程
Priority Club Explanation 优悦会
Hotel VIPs, Long stays, Hotel specific programs 酒店重要客人，常驻客人，特殊项目等
Performance Reviews 表现回顾
Who conducts and timeframe 谁来执行和时间表
Review meeting for end of first week, month, 90 days 回顾会议，第一星期，月和90天。
Payroll process, pay dates, time sheets 工资，工资日期
Main HR Documents/processes 主要人事文件
Leave requests 请假申请
PAF 个人表现评估
Hiring new staff (if relevant) 新员工雇佣
Department Manager Signature
经理签字
Employee Signature
员工签字
New Employee Induction Checklist
新 员 工 入 职 培 训 检 查 表
Please complete the departmental part and return to Human Resources with the ‘Appraisal for Confirmation’ and ‘Personnel Action’ two weeks before the expiry of the minimum probation of the employee concerned.
请在该员工试用期到期前两周将此连同“转正评估表”及“人事情况变更表”一并交往人力资源部。
Chinese Name中文姓名： English Name英文姓名：
Department部门： Position职位：
ID No. 工号： Starting Date入店日期:
Please Check Box as Accomplished by Human Resources 请在人力资源部已进行的下列培训项目后打勾：
Yes是 No否
Yes是 No否
History of IHG & Crowne Plaza Culture
洲际集团及皇冠假日历史及文化
Employee Handbook 员工手册
Hotel Introduction 长沙皇冠假日介绍
Fire & Security 消防安全
‘Make It Happen’ 梦想成真培训
Telephone Standard 电话标准
‘Be My Guest’ “服务我的客人”
Hygiene Knowledge 卫生知识
Priority club 优悦会奖励制度
Courtesy Training 礼貌培训
Grooming Standard 仪容仪表
Kandoo Service I & II 服务标准
Hotel Facilities Tour 饭店参观
Quiz 测试
___________________________ ___________________________
Staff’s Signature员工签名 HR Department 人力资源部
The following programs should be conducted by trainer who can be immediate supervisor or appointed departmental trainer 下列培训计划应由员工的直接上级或部门培训师进行讲解，并获员工认可：
Yes是 No否
Yes是 No否
Department Mission Statement & Function
部门使命及职能
Trainer & Training Plan Introduction
培训员及培训计划介绍
Dept. Management Team部门管理层介绍
Safety at Work 工作中的安全
Organization Chart 部门组织结构图
Working Time 工作时间
Communication 部门内部及部门间沟通
Shift Introduction 班次介绍
Job Description & Task 工作描述及任务
Skill Training 技能培训
Dept. Rules & Regulation 部门规章制度
Other Requirement 其它要求
Dept. P&P, SOP and etc.部门政策与程序
________________________ _______________________ _________________________
Staff’s Signature Trainer’s Name & Signature Department Head’s Signature
员工签名 培训员姓名及签名 部门经理签名
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