tna training

8/8/2019 TNA Training

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HOTEL:

Department: Training

No. Job Specfic Skills Skill Statement

1 ANNUAL TRAINING PLAN I AM ABLE TO PREPARE AND FOLLOW UP ANNUAL TRAINING PLAN

2 IN-HOUSE TRAINING I AM ABLE TO PREPARE AND FOLLOW UP IN -HOUSE TRAININGS

3 EXTERNAL TRAINING I AM ABLE TO PREPARE AND FOLLOW UP EXTERNAL TRAININGS

4 STUDENT TRAINING I PREPARE AND FOLLOW UP STUDENT TRAINING ACCORDING TO THE HOTEL STANDARDS

5 ACCOR TRAINING I AM ABLE TO ARRANGE OR CONDUCT ACCOR TRAININGS ACCORDING TO ACCOR STANDARDS

6 EQUIPMENT I KNOW HOW TO USE MY DEPARTMENT'S EQUIPMENT AND OPERATE THE MATERIAL THAT IS MADE AVAILABLE TO ME W

7 EMPLOYEE ACTIVITIES I KNOW HOW ORGANIZE INTRODUCTION FOR EMPLOYEE

8 PREPARING REPORT I PREPARE TRAINING REPORTS ACCORDING TO THE STANDARD

9 GENERAL TRAINING DUTIES I COMPLETE ALL DUTIES ACCORDING TO HOTEL STANDARDS

9

No. Amplitude All Amplitude Statement

1 BRAND IMAGE I AM WELL PRESENTED IN A WAY THAT IS SUITABLE FOR MY ACTIVITY

2 BRAND IMAGE I KNOW HOW TO PRESENT THE BRAND IMAGE IN MY UNIT BY HAVING A FRIENDLY AND HELPFUL ATTITUDE

3 CUSTOMER WELCOME I AM CAPABLE OF CONTRIBUTING TO THE QUALITY OF THE CUSTOMER WELCOME AREA, WORK AND REST AREAS AND

4 TELEPHONE I KNOW HOW TO ANSWER THE TELEPHONE

5 SYNERGY I AM CAPABLE OF GIVING BASIC INFORMATION ABOUT THE ACCOR GROUP

6 TRANSMISSION OF INFORMATION I AM CAPABLE OF SHARING INFORMATION USEFUL TO THE SMOOTH RUNNING OF THE DEPARTMENT

7 TRANSMISSION OF INFORMATION I AM CAPABLE OF PASSING ON INFORMATION USEFUL TO OTHER DEPARTMENTS

8 CO-OPERATION I AM CAPABLE OF ADAPTING MY WORKING PACE TO MY UNIT'S ACTIVITY LEVEL

9 CO-OPERATION I KNOW HOW TO SHOW AN UNFAILINGLY CO-OPERATIVE SPIRIT

10 CO-OPERATION I AM CAPABLE OF SUGGESTING IMPROVEMENTS IN THE WAY THE DEPARTMENT OPERATES

11 CO-OPERATION I KNOW HOW TO APPLY THE PROCEDURES RELATED TO MY ACTIVITY12 INVOLVEMENT I AM ABLE TO GET INVOLVED IN THE IMPLEMENTATION OF THE UNIT'S COMMERCIAL AND STRATEGIC PROJECTS

13 INVOLVEMENT I AM ABLE TO RESPECT MY UNIT'S ENVIRONMENTAL COMMITMENTS

14 EQUIPMENT I KNOW HOW TO USE MY DEPARTMENT'S EQUIPMENT AND OPERATE THE MATERIAL THAT IS MADE AVAILABLE TO ME W

15 EQUIPMENT I KNOW HOW TO USE THE EMERGENCY, SAFETY AND PREVENTION APPLIANCES

16 MANAGEMENT I AM CAPABLE OF USING THE MAIN FIGURES IN MY DEPARTMENT

17 MANAGEMENT I AM CAPABLE OF EXPLAINING THE OBJECTIVES

18 MANAGEMENT I AM CAPABLE OF CONTRIBUTING TO GOOD MANAGEMENT IN MY DEPARTMENT (UNIT)

18



Hotel :

Department : Training

1

I AM ABLE TO PREPARE AND FOLLOW UP OF ANNUAL TRAINING PLAN Name Name Name Nam

I know outline of Annual Training Plan for the Hotel

I know how to plan Accor Corporate Training

I know how to prepare Departmental Training Plan with Departmental Trainers

I know how to budget the training for the year

I am able to follow up annual training based on the plan

Total + 0 0 0 0

- 0 0 0 0

0 0 0 0 0

2

I PREPARE AND FOLLOW UP IN-HOUSE TRAININGS

I am able to organize Newcomer Orientation

I am able to organize Service Training

I am able to organize Compulsory training

I know how to follow up Departmental Trainings with Departmental Trainers

Total + 0 0 0 0

- 0 0 0 0

0 0 0 0 0

TrainingSpecific Job Skills: Performance for Employ



3

I PREPARE AND FOLLOW UP EXTERNAL TRAININGS

I know Hotel Procedure & Policy of External Training

I know how to prepare External Trainings

I know how to organize Cross Training

I know how to follow up External Training

Total + 0 0 0

- 0 0 0

0 0 0 0

4

I PREPARE AND FLLOW UP STUDENT TRAINING ACCORDING TO THE HOTEL STANDARD

I know how to prepare Local Student Training (Winter, Summer)

I know the contact position of hotel schools in Local and in aborad

I am able to organize training plan for student trainees

Total + 0 0 0- 0 0 0

0 0 0 0



5

I AM ABLE TO ARRANGE OR CONDUCT ACCOR TRAININGS ACCORDING TO THE ACCOR STANDARD

I know the organization of Accor Asia Academie

I know Acor Asia Corporate Training Program

I am able to register and organize Accor Corporate Trainings conducted by Accor Corprate Trainers

Total + 0 0 0

- 0 0 0

0 0 0 0

6 I know how to use Beam Projector

I know how to use the photocopier

I know how to use printersTotal + 0 0 0

- 0 0 0

0 0 0 0

I KNOW HOW TO USE MY DEPARTMENT'S EQUIPMENT AND OPERATE THE MATERIAL THAT ISMADE AVAIABLE TO ME WITH CARE



7

I PREPARE AND FOLLOW UP MANGEMENT TOOLS & ACTIVITIES RELATED WITH EMPLOYEE

I know how to prepare and follow up CLIP(Climate Local Innitiatives Personnel)

I know how to introduce Innovaccor

I know hwo to introduce Accorjobs

Total + 0 0 0

- 0 0 0

0 0 0 0

8

I PREPARE TRAINING REPORTS ACCORDING TO THE STANDARD

I am able to prepare MIS Reprot - Training

I am able to prepare Internal Training Report

I am able to operate LMS(Learning Management System)Total + 0 0 0

- 0 0 0

0 0 0 0



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Hotel :Department : Conference & Banquet

1

I AM WELL PRESENTED IN A WAY THAT IS SUITABLE FOR MY ACTIVITY

I follow the uniform standards or the dress code suitable for my activity (dress, shoes, jewellery)

My clothes are clean, ironed and well-cared for

I am suitably made-up/shaved and my hairstyle is appropriate for my activity

My personal hygiene is impeccable (hands, body odour, subtle perfume)

2

I KNOW HOW TO PRESENT THE BRAND IMAGE IN MY UNIT BY HAVING A FRIENDLY AND HELPFUL ATTITUDE

I have a straightforward expression

I have a confident voice

I smile

I have a friendly attitude (body language or gestures)

I display warmth

I express myself correctly and fluently

3

I AM CAPABLE OF CONTRIBUTING TO THE QUALITY OF THE CUSTOMER WELCOME AREA, WORK AND REST AREAS AND TAKE CORRECTIVE STEPS IF NE

I observe and analyse the cleanliness and tidiness of the customer welcome areas, work and rest areas, and react to problems whenever possible

I deal with technical and material issues as clearly as possible (e.g. burnt-out light bulbs)

I call on a third party if necessary

I suggest improvements and innovation if necessary

4

I KNOW HOW TO ANSWER THE TELEPHONE

I answer before the 3 rings

I introduce myself in accordance with the language standards laid down in my unit

I answer with a smile, courteously (agreeable, good humoured)

I ask for the reason for the call

If I cannot give an answer, I suggest someone else for the customer to speak to and I transfer the call

I know how to take a message (reformulating, filling out the correct form)

I always pass messages on to the person concerned

I do not make the caller wait longer than a specified time "X" or I offer to call back within a specified time "Y"

I respect commitments I make to call back

Amplitude All: Statements of performance standards whito be able to do (Every sing



5

I AM CAPABLE OF GIVING BASIC INFORMATION ABOUT THE ACCOR GROUP

I know and can state the Group's brands by sector of activity

I state the brands respresented in my Market Place or I use the directories available to meI know the Accor card, how to use it and what advantages it offers

6

I AM CAPABLE OF SHARING INFORMATION USEFUL TO THE SMOOTH RUNNING OF THE DEPARTMENT

I take into account information passed on by others

I update the handover book (or other) rigorously and precisely

I ensure the follow-up of instructions passed on to my colleagues

I pass on all useful information to my colleagues

7

I AM CAPABLE OF PASSING ON INFORMATION USEFUL TO OTHER DEPARTMENTS

I understand how the other departments work (function, role, activity)

I forward information within the required time

I forward complete and accurate information

I keep myself informed of the follow-up given

8

I AM CAPABLE OF ADAPTING MY WORKING PACE TO MY UNIT'S ACTIVITY LEVEL

I work faster when I have to

I get help from a colleague when the workload is particularly heavy

I follow the order of priorities as given by my supervisors

I inform my supervisor when there's a real problem

9

I KNOW HOW TO SHOW AN UNFAILINGLY CO-OPERATIVE SPIRIT

I agree to temporarily replacing a colleague when I am asked to by a manager

I offer to help out a colleague who is overloaded with work

I accept organisational changes

I participate in internal communication for the department (meetings, working groups)

I adhere to working hours



10

I AM CAPABLE OF SUGGESTING IMPROVEMENTS IN THE WAY THE DEPARTMENT OPERATES

I suggest improvements

I argue the case for my proposalsI estimate the resources necessary, if any (time, energy, budget, etc.)

11

I KNOW HOW TO APPLY THE PROCEDURES RELATED TO MY ACTIVITY

I state and explain the procedures related to my activity

I am capable of analysing my mistakes so as not to repeat them (self-evaluation)

I look for information that can help me in my work within the unit

I know the labour (or I know where I can find out) and internal regulations

12

I AM ABLE TO GET INVOLVED IN THE IMPLEMENTATION OF THE UNIT'S COMMERCIAL AND STRATEGIC PROJECTS

I take part in meetings

I undertake my part of the project work

I give my opinions and put my points of view forward

13

I AM ABLE TO RESPECT MY UNIT'S ENVIRONMENTAL COMMITMENTS

I list the environmental actions undertaken by my unit

I apply the rules in force in my unit

14

I KNOW HOW TO USE MY DEPARTMENT'S EQUIPMENT AND OPERATE THE MATERIAL THAT IS MADE AVAILABLE TO ME WITH CARE

I know how to work the equipment available at my place of work or at my disposal (fax, Internet, e-mail etc.)

I use the equipment carefully

I know how to do basic maintenance

In the event of a break-down I can call out someone competent to deal with it

15

I KNOW HOW TO USE THE EMERGENCY, SAFETY AND PREVENTION APPLIANCES

I know and follow all safety procedures

I know the risk areas of my unit, the relevant security systems and the appropriate procedures

I know the telephone numbers and names of the people to be contacted in the unit (on the premises)

In the event of an incident, I act to restore safety: I take immediate action (if I've received training) or I call on someone who has received safetyprocedure, first aid)



16

I AM CAPABLE OF USING THE MAIN FIGURES IN MY DEPARTMENT

I can state the main figures useful to my work

I can explain these figures

17

I AM CAPABLE OF EXPLAINING THE OBJECTIVES

I can state my team's quality and quantity objectives

I can state my unit's main objectives

I can state the links between my team's objectives and the unit's

18

I AM CAPABLE OF CONTRIBUTING TO GOOD MANAGEMENT IN MY DEPARTMENT (UNIT)

I make sure the supplies needed for the use of the equipment are not wasted

I contribute to saving money on these supplies

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