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1.44 How To Arrange Training For New Colleagues PDF

1. The document outlines a standard operating procedure for arranging training for new reservations colleagues, specifying that each staff member should receive a minimum of six hours of training per month. 2. It provides a detailed training schedule covering topics such as the company, PMS system, policies and procedures, call handling, hotel product information, and rates. 3. Trainings are to be scheduled, tracked, and documented to ensure new staff receives comprehensive onboarding to facilitate smooth operations from the start of their employment.

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122 views3 pages

1.44 How To Arrange Training For New Colleagues PDF

1. The document outlines a standard operating procedure for arranging training for new reservations colleagues, specifying that each staff member should receive a minimum of six hours of training per month. 2. It provides a detailed training schedule covering topics such as the company, PMS system, policies and procedures, call handling, hotel product information, and rates. 3. Trainings are to be scheduled, tracked, and documented to ensure new staff receives comprehensive onboarding to facilitate smooth operations from the start of their employment.

Uploaded by

s
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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1.

44 How to arrange training for new colleagues


Scope Of SOP: To ensure all new colleagues receive the necessary trainings to facilitating smooth
operations and ongoing development.

How to carry out the SOP Key Points

How to arrange Reservations Trainings Every Reservation staff must


receive minimum of six hours
The training schedule needs to be prepared, handed to the trainee / new of training per month,
Agent, and filled by Director of Revenue Management & Reservations whenever possible.
Manager. Director of Revenue Management & Reservations Manager shall
follow up if the trainings are given according to the schedule. The training Training is the foundation of
should include below subjects for all Reservation Advisors. the tower of knowledge. It is
the base on which accuracy
The trainee should be given a schedule for the training and colleagues should and efficiency stands.
be assigned to cover all the areas of the training.
Efficiency in all respects
Introduction leads to maximum guest
satisfaction and repeat
guests.
Company Info & Organization Chart
Job Descriptions It is imperative that these
Work Schedule trainings are conducted and
completed, and the induction
Who's Who checklist is filed out and filed
Liaison with Other Departments in the colleague’s personal
file.
PMS Overview

System Features & Capabilities Refer to Opera Manual


Reservations Flow
Availability/Rate Updates
Database Maintenance
User Rights
Reports

Company Standards

Refer to corporate standards


Guest Name and Title
Address
Telephone Numbers
VIP Levels
Notes
Reservation Comments
Booker Details
Flight Details
Visa Details
Ahlan Details
Market Codes
Source Codes

Policies & Procedures

Standard Operating Procedures Refer to SOP’s


Guarantee/No Show/Cancellation Policy
Prepayment
Commission
Group Policy
Credit Policy
Upgrade Policy
Complimentary & House Use Rooms
Early Arrival
Day-use
Late check-out
Forms and Formats
Templates

Call Handling

Telephone Etiquette
Refer to Call Handling Guide
Greeting and Closing Standards
Telephone Features
Call Handling & Call Flow

Product Overview

Hotel Info
Hotel Facilities & Layout
Hotel Services
Room Types & Floor Plan
Guestroom Features & Amenities
Site Visit & Reception Training
Facilities

Rate Structures
Basic Rate Structure
Block Out Dates
Demand Calendar Refer to PMS

Others

Visa procedures, policies, and arrangement


Marhaba procedures, policies, and arrangement Refer to SOP’s

Involvement: Applies to Reservation Manager and team leaders arranging trainings for new colleagues.

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