第一篇：银都酒店培训及心得
银都酒店培训及心得
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：献县银都酒店材料供应合同
建筑装修工程承包合同
甲方：
乙方：
甲乙双方按照《中华人民共和国合同法》的规定，就甲方委托乙方承担河北银都酒店投资管理有限公司建车库、职工宿舍一事签订本协议，请双方共同执行：
一、工程范围：
建车库120个、职工宿舍22间。
二、合同金额
合同总金额：捌佰叁拾伍万元整
三、质量要求及技术标准：
由乙方提供的建筑材料，经甲、乙双方共同认可的样品为验收标准、经甲、乙双方检测达标合格，方可作为本工程认可的施工材料，所有建筑材料须分批分期进入施工现场，保证产品的质量，如产品出现质量问题，均属乙方责任，乙方无条件的给予更换。
四、供货要求：
1、乙方根据施工进度要求，及时组织货源，按照乙方施工进度要求如期完成。
2、货物供到施工现场后，由甲乙双方进行验收。
3、供货途中的货物乙方承担，或到工地后，甲方为卸货提供场地，货物保管由甲、乙方共同负
责。
4、乙方由此耽误甲方的施工进度，而造成的一切经济损失均由乙方承担。
五、付款及结算方式：
2013年12月15日前全部由承包方垫资；2013年12月30日前发包方一次性付清承包方工程款835万元整。
六、甲、乙双方权利及义务
（一）、甲方权利和义务：
（1）甲方负责乙方的工程备料结算款。
（2）甲方按设计要求的建筑材料会同乙方共同进行验收。
（3）甲方根据施工进度作出详细的供货计划，并提前三天书面通知乙方供货。
（4）甲方负责在施工现场为乙方提供卸货场地及施工配合费所列的配合项目。
（二）、乙方权利和义务：
（1）乙方所提供的建筑材料必须符合施工验收规范要求，在施工中如发生的不合格材料和不按施工验收规范要求的，发生的一切损失均由乙方承担。
（2）质量保证：所有的建筑材料出现的任何问题均由乙方无条件更换，知道合格为止。
（3）乙方在供应材料中，如不按甲方工期要求，所延误的损失应由乙方按实赔偿。
七、其他约定事项：
（1）在本合同工履行过程中，双方如有争议，应友好协商，如协商无效，提交甲方调解，如调解不成，按照各自的合同履行方式，提交到当地的人民法院诉讼解决。
（2）本协议一式二份，甲、乙方经签字盖章后生效。
（3）本协议甲、乙双方各执一份。
（4）本协议作为合同条款的组成租房，与合同同具法律效力。
甲方：乙方：
（签字）：（签字）：
年月日年月日
第三篇：酒店培训心得
酒店培训心得
通过对企业培训管理的学习，我深受感动，倍受鼓舞。首先老师想我们解释了酒店的含义。酒店不仅仅是外在的给顾客提供物质方面的服务，更是满足客人需要的服务，这种服务贯穿了一个酒店的服务理念，一个酒店的精髓。然而酒店的服务质量又起到了至关重要的作用。
酒店服务质量具有双重含义，一是服务要满足或超越客人的要求，一是尽量弥补服务的缺陷或不足。那么怎样达到双管齐下呢？在满足客人要求方面，提高客人满意度，那就要使产品和服务标准化，从而增加产品的可卖性，从而不断地增加产品在市场上的份额，从而带来销售收益。在弥补服务质量的不足方面，就要减少服务的过失，从而减少客人的不满，也就减少了客人的退款和投诉，也就减少了重复工作，改善了工作周期，也就降低了成本。提高服务质量之一就是要多关注细节。关注细节，就是关注对客户服务的品质。首先，每天阅读质量报告，要对饭店的安全卫生、设备设施、宾客的意见进行分析，对宾客的投诉问题进行处理，以达到最优秀的服务理念，同时发现问题要及时纠正；其次，巡视检查酒店服务质量，检查员工的仪容仪表、规范员工的纪律、抽查服务设施，要求服务到现场。其三，与客人接触上，通过沟通、反馈，发现问题所在，改进并处理客人重要控诉，提高自己的服务理念，不断在细节中体现对客户服务的个性化、亲情化，形成把服务当作亲情的传递，融细节于点滴服务之中，让客人真正感受亲情、愉悦和惊喜。最后定期的进行质量管理培训，不断改进和提高服务质量，最终形成酒店独有的服务理念。
服务管理是一门艺术，而这门艺术应体现在一点一滴的小事上，节约时间从一分一秒着眼，及时并善于发现客人的需要，减少工作长短的时间，减少客人等待的时间，这样才能让基础工作更有效率。
服务管理更需要合理的沟通，一线员工要时刻保持与顾客的沟通，并以客人为中心，理顺服务人员与客人的关系，围绕客人并开展各项服务，一旦发现客人的需要和投诉，做好前后台沟通的畅通。工作人员一定要做到认真负责，迅速合作，这样都能使工作更顺利。服务员不但应能愉快胜任自己的工作，而且也应能发现及了解同事们的困难，并立刻知道在何处以何种方式来协助同事。
服务管理需要合理的技巧，这种技巧体现在肢体语言上，体现在接待顾客方面，体现在处理宾客投诉方面。这种技巧的基石在于对顾客的尊重、忠诚、礼貌。尊重客人，不仅要记住他们的名字、生日，更要记住他们的喜好；对客人要忠诚，与客人沟通时，信息要真实，定期不定期地检查产品是否合格，尽量把产品最好、最真实的一面呈现给客人。在接待顾客、处理顾客投诉方面要注意语态要柔和，这种礼貌、亲切的态度以及讲话时适度音调等更能增加服务生的美感。
服务管理工作都是由这些琐碎的细节构成的，因此，对工作中的小事绝不能敷衍应付，很多时候，一件看起来微不足道的小事，或者一个毫不起眼的变化，却能实现工作中的突破，所以在工作中，对每一个变化，每一件小事，我们都要全力以赴做好，工作中无小事，正是这小小的微笑和一句真诚的问候，赢得客人满意加惊喜，赢得客人的口碑，才赢得一个酒店的生存和发展空间。
以上就是我在这次培训中的心得体会，这些知识内容都是老师在培训课程中对我们的教诲，无论是在酒店的那个部门想要做到更强最好，那么就要理解服务的重要性。
未来的工作也许会千头万绪，甚至会遇到这样或那样的困难，但是我相信有公司各级领导的关怀和正确领导，有我自己的不懈努力，任何困难都会被克服，通过这次学习，让我对酒店有了更深刻的认识，真正感受到了酒店的活力与魅力，认识到作为一个酒店员工的应尽的义务和服务意识！在今后的工作当中，我将通过所学的知识灵活运用到酒店工作中，让更多的人认识云顶酒店，让更多的人向往云顶酒店，让云顶酒店成为人们心目中理想的去处。
第四篇：银都学校五年级二班
银都学校五年级二班
城乡环境综合治理“进课堂”活动计划
根据大邑县2012年城乡环境综合治理工作“进学校”活动方案以及银都学校此项工作的要求，为进一步规范校园管理，绿化美化校园环境，彻底治理校园“赃、乱、差”现象，使师生养成文明卫生习惯，有效提升班级和学校整体形象，特制订银都学校五年级二班2011—2012学年下期城乡环境综合治理 “进课堂”活动计划：
一、治理范围
校园公共区、教学区、办公区、学生寝室。
二、活动目标
开展“知（铭）恩于心·感恩于行”主题教育，以“千万学生写家信”、“小手牵大手”、“文明新风伴我行”三大主题活动为载体，使班级和学校“脏、乱、差”现象得到全面治理，安全状况得到明显改善，师生文明素养得到较大提高，育人环境进一步优美和谐。努力实现“教育一个学生、带动一个家庭、影响一个社区、文明整个社会”的目标。
三、具体要求
1、开展“在校做个好学生”活动，做文明学生和文明使者。将文明带进校园，遵纪守法，行为规范，懂得礼仪；将微笑带给同学，互助友爱，宽厚待人，学会谦让。
2、开展“校外做个好少年”活动。将爱心带给社会，多做好事，乐于奉献。做到校外不随地乱扔果皮纸屑，主动参加社区卫生大扫除、帮助孤寡老人献爱心等公益活动。
3、开展“在家做个好娃娃”活动。将孝心带给长辈，尊敬老人，学做家务，团结邻里；督促家长亲友参与治理并形成讲文明、爱卫生的好习惯。
四、具体工作安排
2月
1、安排、宣传、制定工作计划
2、开展“城乡环境综合治理”实践活动。
3、开展环境卫生评比活动。
3月
1、开展“城乡环境综合治理”进课堂活动。
2、开展“小手拉大手”活动。
3、开展环境卫生评比活动。
4月
1、办“城乡环境综合治理”主题板报。
2、开展爱护文明校园活动。
3、开展“小手拉大手”文明礼仪宣传活动。
4、开展环境卫生评比活动。
5月
1、开展“城乡环境综合治理”进课堂活动。
2、开展“我是环境小卫士”劝导活动。
4、开展环境卫生评比活动。
6月
1、开展“城乡环境综合治理”进课堂活动。
2、开展一系列总结评优活动。
3、迎接上级领导对学校推进城乡环境综合治理工作进行专项督查。
2012年2月
第五篇：酒店管理培训心得
酒店管理培训心得
酒店管理培训心得
首先，要感谢酒店给我们这次学习的机会，在这次学习中发现自己有很多的不足跟五星级酒店有较大的差距。
虽然只上了一节课我从中学到了；
一、管理概念：酒店管理者对饭店的人力、物力、财力、信息、时间、声誉等资源通过决策、计划、组织、指挥、协调、控制、激励等职能使得运转正常进行，以尽可能小的消耗、取得尽可能大的利益。
二、管理对象：人力、物力、财力、信息、时间、声誉
五个%20，了解市场、了解自身产品、瞄准运行、完善制度、企业文化。
三、质量的概念：—适合和满足客人需要的水平。
四、督导层在质量管理中的地位和作用：
1、高层、中层的质量管理的意念，督导层在具体工作体现。
2、质量管理中的质量标准制定、试验、需要督导层参与。
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