第一篇：銀都酒店培訓(xùn)及心得

銀都酒店培訓(xùn)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(xiàn)縣銀都酒店材料供應(yīng)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(guó)合同法》的規(guī)定，就甲方委托乙方承擔(dān)河北銀都酒店投資管理有限公司建車庫(kù)、職工宿舍一事簽訂本協(xié)議，請(qǐng)雙方共同執(zhí)行：

一、工程范圍：

建車庫(kù)120個(gè)、職工宿舍22間。

二、合同金額

合同總金額：捌佰叁拾伍萬(wàn)元整

三、質(zhì)量要求及技術(shù)標(biāo)準(zhǔn)：

由乙方提供的建筑材料，經(jīng)甲、乙雙方共同認(rèn)可的樣品為驗(yàn)收標(biāo)準(zhǔn)、經(jīng)甲、乙雙方檢測(cè)達(dá)標(biāo)合格，方可作為本工程認(rèn)可的施工材料，所有建筑材料須分批分期進(jìn)入施工現(xiàn)場(chǎng)，保證產(chǎn)品的質(zhì)量，如產(chǎn)品出現(xiàn)質(zhì)量問(wèn)題，均屬乙方責(zé)任，乙方無(wú)條件的給予更換。

四、供貨要求：

1、乙方根據(jù)施工進(jìn)度要求，及時(shí)組織貨源，按照乙方施工進(jìn)度要求如期完成。

2、貨物供到施工現(xiàn)場(chǎng)后，由甲乙雙方進(jìn)行驗(yàn)收。

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

責(zé)。

4、乙方由此耽誤甲方的施工進(jìn)度，而造成的一切經(jīng)濟(jì)損失均由乙方承擔(dān)。

五、付款及結(jié)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(fā)包方一次性付清承包方工程款835萬(wàn)元整。

六、甲、乙雙方權(quán)利及義務(wù)

（一）、甲方權(quán)利和義務(wù)：

（1）甲方負(fù)責(zé)乙方的工程備料結(jié)算款。

（2）甲方按設(shè)計(jì)要求的建筑材料會(huì)同乙方共同進(jìn)行驗(yàn)收。

（3）甲方根據(jù)施工進(jìn)度作出詳細(xì)的供貨計(jì)劃，并提前三天書(shū)面通知乙方供貨。

（4）甲方負(fù)責(zé)在施工現(xiàn)場(chǎng)為乙方提供卸貨場(chǎng)地及施工配合費(fèi)所列的配合項(xiàng)目。

（二）、乙方權(quán)利和義務(wù)：

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

（2）質(zhì)量保證：所有的建筑材料出現(xiàn)的任何問(wèn)題均由乙方無(wú)條件更換，知道合格為止。

（3）乙方在供應(yīng)材料中，如不按甲方工期要求，所延誤的損失應(yīng)由乙方按實(shí)賠償。

七、其他約定事項(xiàng)：

（1）在本合同工履行過(guò)程中，雙方如有爭(zhēng)議，應(yīng)友好協(xié)商，如協(xié)商無(wú)效，提交甲方調(diào)解，如調(diào)解不成，按照各自的合同履行方式，提交到當(dāng)?shù)氐娜嗣穹ㄔ涸V訟解決。

（2）本協(xié)議一式二份，甲、乙方經(jīng)簽字蓋章后生效。

（3）本協(xié)議甲、乙雙方各執(zhí)一份。

（4）本協(xié)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(xùn)心得

酒店培訓(xùn)心得

通過(guò)對(duì)企業(yè)培訓(xùn)管理的學(xué)習(xí)，我深受感動(dòng)，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(zhì)方面的服務(wù)，更是滿足客人需要的服務(wù)，這種服務(wù)貫穿了一個(gè)酒店的服務(wù)理念，一個(gè)酒店的精髓。然而酒店的服務(wù)質(zhì)量又起到了至關(guān)重要的作用。

酒店服務(wù)質(zhì)量具有雙重含義，一是服務(wù)要滿足或超越客人的要求，一是盡量彌補(bǔ)服務(wù)的缺陷或不足。那么怎樣達(dá)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(chǎn)品和服務(wù)標(biāo)準(zhǔn)化，從而增加產(chǎn)品的可賣(mài)性，從而不斷地增加產(chǎn)品在市場(chǎng)上的份額，從而帶來(lái)銷售收益。在彌補(bǔ)服務(wù)質(zhì)量的不足方面，就要減少服務(wù)的過(guò)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(fù)工作，改善了工作周期，也就降低了成本。提高服務(wù)質(zhì)量之一就是要多關(guān)注細(xì)節(jié)。關(guān)注細(xì)節(jié)，就是關(guān)注對(duì)客戶服務(wù)的品質(zhì)。首先，每天閱讀質(zhì)量報(bào)告，要對(duì)飯店的安全衛(wèi)生、設(shè)備設(shè)施、賓客的意見(jiàn)進(jìn)行分析，對(duì)賓客的投訴問(wèn)題進(jìn)行處理，以達(dá)到最優(yōu)秀的服務(wù)理念，同時(shí)發(fā)現(xiàn)問(wèn)題要及時(shí)糾正；其次，巡視檢查酒店服務(wù)質(zhì)量，檢查員工的儀容儀表、規(guī)范員工的紀(jì)律、抽查服務(wù)設(shè)施，要求服務(wù)到現(xiàn)場(chǎng)。其三，與客人接觸上，通過(guò)溝通、反饋，發(fā)現(xiàn)問(wèn)題所在，改進(jìn)并處理客人重要控訴，提高自己的服務(wù)理念，不斷在細(xì)節(jié)中體現(xiàn)對(duì)客戶服務(wù)的個(gè)性化、親情化，形成把服務(wù)當(dāng)作親情的傳遞，融細(xì)節(jié)于點(diǎn)滴服務(wù)之中，讓客人真正感受親情、愉悅和驚喜。最后定期的進(jìn)行質(zhì)量管理培訓(xùn)，不斷改進(jìn)和提高服務(wù)質(zhì)量，最終形成酒店獨(dú)有的服務(wù)理念。

服務(wù)管理是一門(mén)藝術(shù)，而這門(mén)藝術(shù)應(yīng)體現(xiàn)在一點(diǎn)一滴的小事上，節(jié)約時(shí)間從一分一秒著眼，及時(shí)并善于發(fā)現(xiàn)客人的需要，減少工作長(zhǎng)短的時(shí)間，減少客人等待的時(shí)間，這樣才能讓基礎(chǔ)工作更有效率。

服務(wù)管理更需要合理的溝通，一線員工要時(shí)刻保持與顧客的溝通，并以客人為中心，理順?lè)?wù)人員與客人的關(guān)系，圍繞客人并開(kāi)展各項(xiàng)服務(wù)，一旦發(fā)現(xiàn)客人的需要和投訴，做好前后臺(tái)溝通的暢通。工作人員一定要做到認(rèn)真負(fù)責(zé)，迅速合作，這樣都能使工作更順利。服務(wù)員不但應(yīng)能愉快勝任自己的工作，而且也應(yīng)能發(fā)現(xiàn)及了解同事們的困難，并立刻知道在何處以何種方式來(lái)協(xié)助同事。

服務(wù)管理需要合理的技巧，這種技巧體現(xiàn)在肢體語(yǔ)言上，體現(xiàn)在接待顧客方面，體現(xiàn)在處理賓客投訴方面。這種技巧的基石在于對(duì)顧客的尊重、忠誠(chéng)、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(duì)客人要忠誠(chéng)，與客人溝通時(shí)，信息要真實(shí)，定期不定期地檢查產(chǎn)品是否合格，盡量把產(chǎn)品最好、最真實(shí)的一面呈現(xiàn)給客人。在接待顧客、處理顧客投訴方面要注意語(yǔ)態(tài)要柔和，這種禮貌、親切的態(tài)度以及講話時(shí)適度音調(diào)等更能增加服務(wù)生的美感。

服務(wù)管理工作都是由這些瑣碎的細(xì)節(jié)構(gòu)成的，因此，對(duì)工作中的小事絕不能敷衍應(yīng)付，很多時(shí)候，一件看起來(lái)微不足道的小事，或者一個(gè)毫不起眼的變化，卻能實(shí)現(xiàn)工作中的突破，所以在工作中，對(duì)每一個(gè)變化，每一件小事，我們都要全力以赴做好，工作中無(wú)小事，正是這小小的微笑和一句真誠(chéng)的問(wèn)候，贏得客人滿意加驚喜，贏得客人的口碑，才贏得一個(gè)酒店的生存和發(fā)展空間。

以上就是我在這次培訓(xùn)中的心得體會(huì)，這些知識(shí)內(nèi)容都是老師在培訓(xùn)課程中對(duì)我們的教誨，無(wú)論是在酒店的那個(gè)部門(mén)想要做到更強(qiáng)最好，那么就要理解服務(wù)的重要性。

未來(lái)的工作也許會(huì)千頭萬(wàn)緒，甚至?xí)龅竭@樣或那樣的困難，但是我相信有公司各級(jí)領(lǐng)導(dǎo)的關(guān)懷和正確領(lǐng)導(dǎo)，有我自己的不懈努力，任何困難都會(huì)被克服，通過(guò)這次學(xué)習(xí)，讓我對(duì)酒店有了更深刻的認(rèn)識(shí)，真正感受到了酒店的活力與魅力，認(rèn)識(shí)到作為一個(gè)酒店員工的應(yīng)盡的義務(wù)和服務(wù)意識(shí)！在今后的工作當(dāng)中，我將通過(guò)所學(xué)的知識(shí)靈活運(yùn)用到酒店工作中，讓更多的人認(rèn)識(shí)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(xué)校五年級(jí)二班

銀都學(xué)校五年級(jí)二班

城鄉(xiāng)環(huán)境綜合治理“進(jìn)課堂”活動(dòng)計(jì)劃

根據(jù)大邑縣2012年城鄉(xiāng)環(huán)境綜合治理工作“進(jìn)學(xué)?！被顒?dòng)方案以及銀都學(xué)校此項(xiàng)工作的要求，為進(jìn)一步規(guī)范校園管理，綠化美化校園環(huán)境，徹底治理校園“贓、亂、差”現(xiàn)象，使師生養(yǎng)成文明衛(wèi)生習(xí)慣，有效提升班級(jí)和學(xué)校整體形象，特制訂銀都學(xué)校五年級(jí)二班2011—2012學(xué)年下期城鄉(xiāng)環(huán)境綜合治理 “進(jìn)課堂”活動(dòng)計(jì)劃：

一、治理范圍

校園公共區(qū)、教學(xué)區(qū)、辦公區(qū)、學(xué)生寢室。

二、活動(dòng)目標(biāo)

開(kāi)展“知（銘）恩于心·感恩于行”主題教育，以“千萬(wàn)學(xué)生寫(xiě)家信”、“小手牽大手”、“文明新風(fēng)伴我行”三大主題活動(dòng)為載體，使班級(jí)和學(xué)?！芭K、亂、差”現(xiàn)象得到全面治理，安全狀況得到明顯改善，師生文明素養(yǎng)得到較大提高，育人環(huán)境進(jìn)一步優(yōu)美和諧。努力實(shí)現(xiàn)“教育一個(gè)學(xué)生、帶動(dòng)一個(gè)家庭、影響一個(gè)社區(qū)、文明整個(gè)社會(huì)”的目標(biāo)。

三、具體要求

1、開(kāi)展“在校做個(gè)好學(xué)生”活動(dòng)，做文明學(xué)生和文明使者。將文明帶進(jìn)校園，遵紀(jì)守法，行為規(guī)范，懂得禮儀；將微笑帶給同學(xué)，互助友愛(ài)，寬厚待人，學(xué)會(huì)謙讓。

2、開(kāi)展“校外做個(gè)好少年”活動(dòng)。將愛(ài)心帶給社會(huì)，多做好事，樂(lè)于奉獻(xiàn)。做到校外不隨地亂扔果皮紙屑，主動(dòng)參加社區(qū)衛(wèi)生大掃除、幫助孤寡老人獻(xiàn)愛(ài)心等公益活動(dòng)。

3、開(kāi)展“在家做個(gè)好娃娃”活動(dòng)。將孝心帶給長(zhǎng)輩，尊敬老人，學(xué)做家務(wù)，團(tuán)結(jié)鄰里；督促家長(zhǎng)親友參與治理并形成講文明、愛(ài)衛(wèi)生的好習(xí)慣。

四、具體工作安排

2月

1、安排、宣傳、制定工作計(jì)劃

2、開(kāi)展“城鄉(xiāng)環(huán)境綜合治理”實(shí)踐活動(dòng)。

3、開(kāi)展環(huán)境衛(wèi)生評(píng)比活動(dòng)。

3月

1、開(kāi)展“城鄉(xiāng)環(huán)境綜合治理”進(jìn)課堂活動(dòng)。

2、開(kāi)展“小手拉大手”活動(dòng)。

3、開(kāi)展環(huán)境衛(wèi)生評(píng)比活動(dòng)。

4月

1、辦“城鄉(xiāng)環(huán)境綜合治理”主題板報(bào)。

2、開(kāi)展愛(ài)護(hù)文明校園活動(dòng)。

3、開(kāi)展“小手拉大手”文明禮儀宣傳活動(dòng)。

4、開(kāi)展環(huán)境衛(wèi)生評(píng)比活動(dòng)。

5月

1、開(kāi)展“城鄉(xiāng)環(huán)境綜合治理”進(jìn)課堂活動(dòng)。

2、開(kāi)展“我是環(huán)境小衛(wèi)士”勸導(dǎo)活動(dòng)。

4、開(kāi)展環(huán)境衛(wèi)生評(píng)比活動(dòng)。

6月

1、開(kāi)展“城鄉(xiāng)環(huán)境綜合治理”進(jìn)課堂活動(dòng)。

2、開(kāi)展一系列總結(jié)評(píng)優(yōu)活動(dòng)。

3、迎接上級(jí)領(lǐng)導(dǎo)對(duì)學(xué)校推進(jìn)城鄉(xiāng)環(huán)境綜合治理工作進(jìn)行專項(xiàng)督查。

2012年2月

第五篇：酒店管理培訓(xùn)心得

酒店管理培訓(xùn)心得

酒店管理培訓(xùn)心得

首先，要感謝酒店給我們這次學(xué)習(xí)的機(jī)會(huì)，在這次學(xué)習(xí)中發(fā)現(xiàn)自己有很多的不足跟五星級(jí)酒店有較大的差距。

雖然只上了一節(jié)課我從中學(xué)到了；

一、管理概念：酒店管理者對(duì)飯店的人力、物力、財(cái)力、信息、時(shí)間、聲譽(yù)等資源通過(guò)決策、計(jì)劃、組織、指揮、協(xié)調(diào)、控制、激勵(lì)等職能使得運(yùn)轉(zhuǎn)正常進(jìn)行，以盡可能小的消耗、取得盡可能大的利益。

二、管理對(duì)象：人力、物力、財(cái)力、信息、時(shí)間、聲譽(yù)

五個(gè)%20，了解市場(chǎng)、了解自身產(chǎn)品、瞄準(zhǔn)運(yùn)行、完善制度、企業(yè)文化。

三、質(zhì)量的概念：—適合和滿足客人需要的水平。

四、督導(dǎo)層在質(zhì)量管理中的地位和作用：

1、高層、中層的質(zhì)量管理的意念，督導(dǎo)層在具體工作體現(xiàn)。

2、質(zhì)量管理中的質(zhì)量標(biāo)準(zhǔn)制定、試驗(yàn)、需要督導(dǎo)層參與。