Preface
Dear Trainer,
I appreciate that you are willing to put effort in training a new co-worker! Thank you!
You will train the trainee the coming 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.
The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first weeks were. At the end it will all work out.
The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.
If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be errors in it or not that handy to work with. All feedback is welcome!
With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!
Good luck and thank you!
Greetings,
Derek van der Poll
Director of Rooms
Day 1
09.00 – 17.30 Introduction Day
Today you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going to look at the 5th floor and at the 4th floor as well and has to answer the following questions regarding the rooms and other departments.
今天您将见到您的学员。他们在参观4楼和5楼时，将被问到以下问题：What is our hotel address, phone number, email address and fax number?
Sheraton Dongguan Hotel, S256 Provincial Highway, Houjie Town, Dongguan City, Guangdong Province, P.R. China 523962, Tel: (86-769) 598 8888, Fax: (86-769) 590 8888
E-Mail:******************************
我们酒店的地址，电话、传真和邮箱地址是什么？
中国广东省东莞市厚街镇S256省道莞太路段邮编：523962
电话：传真：
邮箱：
How many hotel rooms does the hotel have?
About 500 hotel rooms.
酒店共有多少间客房？
大约500间。
Which floors are smoking and non-smoking?
Smoking: 8,9,10,13, 15, 16, 18, 19, 20, 21, 26, 27, 28.
Non Smoking: 11,12, 17, 22, 23, 25, 29, 30.
哪些吸烟楼层？哪些是非吸烟楼层？
吸烟：8, 9, 10, 13, 15, 16, 18, 19, 20, 21, 26, 27, 28
非吸烟：11，12, 17, 22, 23, 25, 29, 30
Which floors are SPG?
The SPG floors are 23, 25 and 26.
哪些楼层是SPG会员楼层？
SPG会员楼层是：23，25，26。
What is special about the SPG rooms?
The SPG rooms are on a higher floor than the superior rooms.
SPG会员楼层有什么特色？
SPG会员楼层比高级客房楼层高。
