1、TRAINING KITPOLICIES & PROCEDURESACCOR CHINA HUMAN RESOURCES2004TABLE OF CONTENTI.ANNUAL TRAINING PLAN01GENERAL OVERVIEW 01.01SOP FOR ANNUAL TRAINING PLAN01.02GUIDELINE TO ANNUAL TRAINING PLAN PREPARATION01.02AANNUAL TRAINING PLAN OUTLINE01.02BANNUAL TRAINING PLAN AND FOLLOW UP REPORT FORMAT 01.

2、02CDEPARTMENTAL TRAINING NEEDS GRID AND SAMPLEII.IN HOUSE TRAINING02POLICY & PROCEDURES02.01GENERIC TRAINING 02.01AFLOWCHART OF GENERIC TRAINING02.01BENROLMENT FORM02.01CSAMPLE OF THE MONTHLY TRAINING CALENDAR02.01DSAMPLE OF THE WELCOME LETTER02.01EATTENDANCE FORM02.02 DEPARTMENTAL TRAINING02.02

3、AFLOWCHART OF DEPARTMENTAL TRAINING02.02BNEW HIRE CHECK LIST 02.02CDEPARTMENTAL TRAINING PLAN & REPORT FORM02.02DTRAINING NEEDS ANALYSIS FORM & SAMPLE02.03 DEPARTMENTAL TRAINER02.04BUDDY SYSTEM02.04AFLOWCHART OF BUDDY SYSTEM 02.04BBUDDY CHECK LIST02.05 CROSS DEPARTMENT TRAINING02.05AFLOWCHAR

4、T OF CROSS DEPARTMENT TRAINING 02.05BAPPLICATION FORM OF CROSS DEPARTMENT TRAINING02.05CEVALUATION FORM OF CROSS DEPARTMENT TRAINING02.06 EXTERNAL COMPANIES02.07TRAINEE PROGRAM02.07.01MANAGEMENT TRAINEE02.07.01AFLOWCHART OF MANAGEMENT TRAINEE PROGRAM02.07.01BREQUEST FORM FOR MANAGEMENT TRAINEE PROGR

5、AM02.07.01CMANAGEMENT TRAINEE AGREEMENT SAMPLE02.07.02STUDENT TRAINEE02.07.02AFLOWCHART OF STUDENT TRAINEE PROGRAM02.08TRAINING ADMINISTRATION02.08.01 TRAINING EQUIPMENT & FACILITIES02.08.02TRAINING RECORD & TRAINING HISTORY02.08.03TRAINING LIBRARY02.09TRAINING ACTIVITIES 02.09.01 INNOVACCOR

6、02.09.01AFLOWCHART OF INNOVACCOR02.09.01BPRESENTATION SLIDES OF INNOVACCOR02.09.02ACCOR CORNER /E-LEARNING02.09.02ASAMPLE OF ACCOR CORNER02.09.03ACCOR ASIA CERTIFIED TRAINERS MEETING02.09.03AFLOWCHART OF ACCOR ASIA CERTIFIED TRAINERS MEETING 02.09.04ACCOR CHINA H.R. MEETING02.09.04AFLOWCHART OF ACCO

7、R CHINA H.R. MEETING02.09.05TRAINERS CLUBIII. EXTERNAL TRAINING03 EXTERNAL TRAINING OVERVIEW03AFLOWCHART OF EXTERNAL TRAINING03BAPPLICATION FORM FORMAT03CTRAINING CONTRACT FORMAT03.01CROSS EXPOSURE TRAINING03.01AFLOWCHART OF EXTERNAL TRAINING03.01BAPPLICATION FORM03.01CREPORT FORM OF CROSS EXPOSURE

8、TRAINING03.02OCCUPATIONAL CERTIFICATION03.03HOTEL SPONSORED EDUCATIONIV. CORPORATE TRAINING 04POLICY AND PROCEDURES04AFLOWCHART OF CORPORATE TRAINING04BTRAINING COURSE MISSION STATEMENT04CQUESTIONNAIRE FOR COURSE04DTRAINING CONTRACT04ECOURSE EVALUATION FORM04.01TRAINER CERTIFICATIONV. PRE-OPENING GU

9、IDELINE05PRE-OPENING TRAINING CHECKLIST05APRE-OPENING MASTER TRAINING PLAN FORMAT 1 05BPRE-OPENING MASTER TRAINING PLAN FORMAT 205CATTENDANCE FORM FOR PRE-OPENING TRAINING05.01PRE-OPENING CORPORATE PROGRAMS PACKAGE VI. APPENDIX-RESOURCES06.01LIBRARY LIST OF ACCOR CHINA HOTELS06.02USEFUL WEBSITES06.0

10、3ACCOR CHINA H.R. & TRAINING NETWORKTRAININGPrinciples: Everyone can access the career ladder through the development of qualification-based trainingTo provide a training course per employee per year through training in the workplaceA range of courses suitable for all jobs and activities General

11、 Overview Accor training policy is an ongoing pledge for our employees progress and promotionTRAINING ACTIVITIESIn-House Training-Generic Training01. Orientation and induction02. Grooming standards03. Courtesy standards04. Telephone etiquette05. Safety & security at work06. Foreign language skil

12、ls07. Communication skills 08. Secretarial skills09. First aid10. Hygiene & sanitation 11. Others-Departmental TrainingFor all technical skills,conducted by the department-Cross Department TrainingExternal Training-Cross Exposure TrainingApplicable for all levels and areas Newly hired and/or pro

13、moted management staff Newly opened hotel Same brand Expertise (i.e. kitchen)-Occupational Certification Government requested Certification training for certain positions Individual hotel sponsored programs- Corporate Training meetings Asia Certified Trainers meeting China HR meeting OthersCorporate

14、 Training(Acadmie Accor world-wide standards)- Welcoming the Guest. Front line staff- Keys to Communication . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- Train the Trainer . HOD, Asst. HOD . Managers, Asst. Managers . Supervisors- A Manager . HOD, Asst. HOD- Others as per catalogueNote:

15、 These training courses will be conducted only by the Certified Trainers or by the Training Manager China / Asia.TRAINING BUDGET: 3 % OF PAYROLL PER YEAR * Trainees salary not to be included in training budgetI. ANNUAL TRAINING PLAN & BUDGETI. ANNUAL TRAINING PLAN01GENERAL OVERVIEWProcedure purp

16、ose: To lay down guidelines for hotel training manager to make and/or supervise the hotel annual training activities planning based on proper performance analysis, keeping in mind the hotel goal, operation needs, as well as staff competencies and career development; and to budget for that.PlanningAc

17、cor Human Resources Policy is “One training per employee per year”. Annual Training Plan should cover staff of all levels, be incorporated with the Business Plan and take into consideration the staffs competencies and career development. The Hotel H.R.D. and/or Training Manager need to work together

18、 with all HODs and the Hotel GM to define and agree on the hotel mission, training mission, training needs and priorities for the coming year before working on the Annual Training Plan.Annual Training Plan should consist of the following parts:1.General overview2.Hotel mission statement3.Training mi

19、ssion statement4.Hotel generic training plan & budget 5.Departmental training plan & budget 6.Cross Exposure, external companies programs, compulsory government training plan and budget7.Corporate training plan and budget8.Training meetings, activities & library plan and budget 9.Summary

20、 of annual training plan & budget 10. Existing hotel training library list*There is also a Training Plan Quarterly Follow-up Report format attached with the Annual Training Plan format.The HOD is responsible for his/her own Departmental Training Plan and to ensure that programs planned reflect t

21、he real training needs and operation situation in the respective area. To do so, s/he needs to use the Training Needs Grid (see TR01.02C) and the Annual Training Plan-Departmental Training part (see TR01.02B). When combining with the hotel annual training plan, the needs grid is not needed. But the

22、productivity ratio should be calculated based on the grid and put into the annual department training plan.Meanwhile, the Hotel Training Manager/HRD is responsible for generic training, cross exposure and external training, corporate training, training library, meetings and other activities related

23、to training.BudgetingHOD is responsible to budget for each departmental training topic whilstThe Hotel H.R. Director/Training Manager is responsible to discuss with all HODs and consult with the Hotel Financial Controller for budgeting all others in the plan, and then propose the Annual Training Pla

24、n to the Hotel GM and the owner for final approval.Training budget: 3 % of payroll per year.Follow upHotel Training Manager is responsible to send a soft copy of the Annual Training Plan with approval of the Hotel GM to Accor China H.R. office not later than end of November of the previous year.Hote

25、l Training Manager is supposed to commence on-spot check and fill out the follow-up report and send it to Accor China H.R. Office on a quarterly basis. It is also recommended to send the report to the Hotel GM and share with all HODs. For Annual Training Plan and Budgeting, the following forms and t

26、ools are to be used:TR01.02A Annual Training Plan Outline TR01.02B Annual Training Plan and Follow-up Report Format (including Existing Hotel Training Library List)TR01.02C Departmental Training Needs Grid & Sample ANNUAL TRAINING PLAN PROCESSWhat ?How ?Who ?1.Define Hotel Mission & Training

27、 MissionConsult with Hotel GM & all HODs, draw the Hotel Mission and Training Mission for approval of the Hotel GMHRD, Training Manager, HODs, GM2.Define hotel generic Training Needs, plan and budgetConsult with all HODs and Hotel GM, use TR01.02BHRD, Training Manager, GM3.Define Departmental Tr

28、aining Needs, plan & budgetUse Training Needs Grids and analyze training needs (see TR01.02C), fill out TR01.02B-department training (with productivity ratio indicated) and send to Training ManagerAll HODs4.Define cross exposure training needs, external training needs, including compulsory gover

29、nment training, plan & budgetConsult with HODs, Hotel GM and use TR01.02B Training Manager5.Define Corporate Training Needs, plan and budgetConsult with HODs, Hotel GM and use TR01.02BTraining Manager6.Training library, meetings & other activities related to trainingConsult with HODs, Hotel

30、GM and use TR01.02B Training Manager, GM7.Summary of Annual Training PlanUse TR01.02B and calculate all figuresTraining Manager8.Do the hotel Annual Training Plan BookletFinish the Existing Hotel Training Library part and combine the whole finished Annual Training Plan Training Manager9.Send and dis

31、tribute Annual Training PlanSend soft copies to Accor China H.R. office at the end of previous November, distribute hard copies to all HODsTraining Manager, HRD10. Annual Training Plan follow-upConduct spot check & send Training Plan Quarterly Follow-up Report to Hotel GM Accor China HR Office o

32、n a quarterly basisTraining ManagerI. ANNUAL TRAINING PLAN 01.01 ANNUAL TRAINING PLAN PROCESSI. ANNUAL TRAINING PLAN01.02 GUIDELINE TO ANNUAL TRAINING PLAN PREPARATION Procedure purpose: To give out guideline to ensure that annual training plan in all China hotels are done in the same standardized f

33、ormat.1. Review Training Needs with Division Heads / Department HeadsResponsibility: All HODs/Assistant HODs/Section Heads/SupervisorsDefinition: A Training Need is a specific area of an individuals or hotels performance where there is a requirement to improve; i.e. a need to train.Objectives: To en

34、sure that hotel Training Department is actively seeking and analysing Training Needs in a constant and consistent manner.Procedure: Training Needs Analysis should take place on a continuous basis. It is important that identified needs are addressed in the Annual Training Plan.Training Needs can be i

35、dentified by using the following sources of information:-observation-guests comments / questionnaires-management interviews-records (accidents)-introduction of new technology-department “must have” list-meeting with employees-job descriptions-labour turnover-department goals2. Do Training Needs Grid

36、s Training must be targeted to respond to the greatest need. The needs analysis establishes the target groups to be trained and identifies what training they should receive. Human Resources Manager / Training Manager explains all HODs how to survey the training needs and how to do the Training Grids

37、. All Heads of Department must do the Departmental Training Needs Grids for all staff in order to know: (TR01.02C: the format & sample of Training Needs Grids) -What is a departmental training problem and what is not-Who needs the training-Who should conduct it-How much training is needed-Over w

38、hat period of time-Productivity ratio of the department before training HODs must give a copy of all Training Needs Grid to H.R. Department Human Resources Manager/Training Manager also needs to do the Training Needs Grids for all departments on the following objectives:-Management training & de

39、velopment objective-Training business plan objectives which are:Room revenue objectiveF&B revenue objectiveQuality service objectiveCost reduction objectiveSafety & security objectiveForeign language objectiveInformation technology objectiveGeneral objective (based on the needs of each count

40、ry)3. Set Training Plan All Heads of Department have to do (in the Training Plan format):1. Set the training subjects, which are related to the priority of training need, based on the Training Needs Grid2.Then select the trainer3.Define the number of trainee Human Resources Manager / Training Manage

41、r consolidates the training plans. Human Resources Manager presents the Training Plan to the General Manager for approval.4. Do Annual Training Plan Booklet (TR01.02A and TR01.02B) Required outline of Annual Training Plan is as below, and consists of TR01.02A and TR01.02B documents:-General overview

42、-Hotel mission statement -Year 2005 training mission statement (to be updated annually according to hotel business objectives)-Hotel generic training -Department training -Cross exposure, external training, compulsory government training-Corporate training-Training library, meetings and other traini

43、ng related activities-Summary of annual training plan & budget-Hotel existing training library listThere is no need to attach the Training Needs Grids, it is only for needs assessment use. It is recommended to organise a meeting to set up the yearly hotel mission, in order to clarify for all HOD

44、s what are the business objectives and therefore department objectives. The training mission will be linked to the hotel mission. After completing the Annual Training Plan, distribute hard copies to all HODs and GM, send a soft copy to Accor China HR Office.2005ANNUAL TRAINING PLAN OUTLINESubjectPer

45、son in charge1. General Overview 2. Hotel Mission Statement3. Hotel Training Mission Statement4. Hotel Generic Training 5. Department Training 6. Cross Exposure, external companies programs, compulsory government training7. Acadmie Accor Corporate Training 8. Training Library, meetings and training

46、related activities 9. Summary of Annual Training Plan 10.Hotel existing training library listby General Managerby General Manager and the teamby H.R. Manager /Training Managerby H.R. Manager /Training Manager by HODby General Manager / H.R. Manager /Training Manager/ HOD by GM/HOD/H.R. Manager /Trai

47、ning Manager by H.R. Manager/Training Manager/ General Managerby Training Managerby Training ManagerNote: please use TR01.02B format for subjects 4 to 10 and following pages for subjects 1 to 32005ANNUAL TRAINING PLAN Hotel: General Overview (by General Manager)Hotel Mission Statement (by General Ma

48、nager and Management Team)Hotel Training Mission Statement (by Human Resources and Training Manager)2005 Annual Training PlanHotel Name:Generic TrainingTraining CourseMonthTrainer (job title)Number of participantsHours / CourseTraining budget Remarks(RMB)Orientation and induction000.00Grooming stand

49、ards000.00Courtesy standards I000.00Courtesy standards II000.00Telephone etiquette 000.00Safety & security at work000.00Foreign language-English000.00Foreign language-French000.00Foreign language-Japanese000.00Foreign language-Korean000.00Communication skills000.00First aid000.00Hygiene & sa

50、nitation000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingAdministration & Executive OfficeNumber of departmental trainers: Training CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (RMB)Productivity r

51、atio before training (based on needs grid)000.000%000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingEngineeringNumber of departmental trainers: Training CourseMonthTrainers job titleNumber

52、of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00Subtotal000.00Departmental TrainingFinance & Accounting - ITNumb

53、er of departmental trainers: Training CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00000.00

54、000.00Subtotal000.00Departmental TrainingFinance & AccountinNumber of departmental trainers: g - CashiersTraining CourseMonthTrainers job titleNumber of participantsHours / courseTraining budget (RMB)Productivity ratio before training (based on needs grid)000.00000.00000.00000.00000.00000.00000.

55、00000.00000.00000.00000.00000.00000.00Subtotal000.00*Training budget RMB=Training budget USD are the same (auto calculation in the cell at the rate of 1 USD=8.27 RMB)Training Plan Quarterly Follow Up Report 培訓(xùn)計劃跟培訓(xùn)計劃跟進(jìn)報告進(jìn)報告Hotel 酒店酒店:Period: MM/YY 年月年月:*Department/部門部門No.of Departmental Trainers 部門培

56、訓(xùn)員部門培訓(xùn)員人數(shù)人數(shù)Planned number of topics 計劃培訓(xùn)計劃培訓(xùn)科目總數(shù)科目總數(shù)Number of topics trained 實際實際培訓(xùn)科目總數(shù)培訓(xùn)科目總數(shù)Trainers job title 培訓(xùn)員培訓(xùn)員（職務(wù)）（職務(wù)）Training achievement % 培訓(xùn)達(dá)成培訓(xùn)達(dá)成%Effectiveness of training* 培訓(xùn)效果評培訓(xùn)效果評估估Admin.& Executive Office 行政辦行政辦000#DIV/0!Engineering工程部工程部000#DIV/0!Finance & Accounting財務(wù)部財務(wù)部0

57、00#DIV/0! IT 電腦房000#DIV/0! Cashiers 收銀000#DIV/0! Purchasing 采購部000#DIV/0! Receiving & Store 收貨部及倉庫000#DIV/0!F & B Service 餐飲服務(wù)餐飲服務(wù)000#DIV/0! Restaurants 餐廳000#DIV/0! Banquet Service 宴會服務(wù)000#DIV/0! KTV & Night Club 娛樂及夜總會000#DIV/0! Beverage 酒水部000#DIV/0!F & B Kitchens 餐飲廚房餐飲廚房000#DIV/

58、0! Kitchens 廚房000#DIV/0! Stewarding 管事部000#DIV/0!Front Office 前廳部前廳部000#DIV/0! Front Desk 前臺000#DIV/0! Reservations 訂房000#DIV/0! Concierge & Transportation 禮賓及車隊000#DIV/0! B.C. & Telephone 商務(wù)中心及 房000#DIV/0! AM & GRO 大堂副理及客戶關(guān)系000#DIV/0! Executive Floor 行政樓層000#DIV/0! Recreation Center 康樂部

59、000#DIV/0!Housekeeping000#DIV/0! Floor 樓層000#DIV/0! P.A. 公共區(qū)域000#DIV/0! Laundry & Linen 洗衣房及布草房000#DIV/0!Human Resources 人力資源部人力資源部000#DIV/0! Personnel 人力資源000#DIV/0! Training 培訓(xùn)部000#DIV/0!Sales & Marketing 市場銷售部市場銷售部000#DIV/0!Security 保安部保安部000#DIV/0!Hotel Total Training Summary:000#DIV/0!P

60、lease leave blank wherever not applicable.如無相關(guān)部門請空置。* Please indicate the increasment % of the productivity(P) and/or sales (S),or decreasment of guest complaints (GC)on a quarterly basis.請季度性寫明生產(chǎn)率提高%及/或銷售額度增加%,或客戶投訴降低%。Training Needs Grid (Format)Department:_Position:_Knows how to and does+Doesnt know / does poorly-Knows how to but doesnt perform0Productivity ratio=number of ”+ “ for each task/ total number of staff Total productivity ratio=total