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8/8/2019 TNA Training
http://slidepdf.com/reader/full/tna-training 1/13
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
8/8/2019 TNA Training
http://slidepdf.com/reader/full/tna-training 2/13
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
8/8/2019 TNA Training
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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
8/8/2019 TNA Training
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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
8/8/2019 TNA Training
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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
8/8/2019 TNA Training
http://slidepdf.com/reader/full/tna-training 10/13
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
8/8/2019 TNA Training
http://slidepdf.com/reader/full/tna-training 11/13
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
8/8/2019 TNA Training
http://slidepdf.com/reader/full/tna-training 12/13
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)
8/8/2019 TNA Training
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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