|
(LRLF [1996] No. 16, March 29, 1996)
Tourism bureaus of all provinces, autonomous regions, and municipalities directly under the Central Government, labor (labor and personnel) departments (bureaus), relevant ministries and commissions of the State Council, competent labor and education departments of institutions directly under the State Council, the Military Affairs Department of the General Staff of the PLA, the headquarters and production management departments of the General Logistics Department, and the Labor Bureau of the Xinjiang Production and Construction Corps:
According to the requirements of the Notice on Printing and Distributing (Opinions on the Revision of Workers' Technical Grade Standards) (LPZ [1989] No. 33), the Notice on Printing and Distributing (Supplementary Opinions on the Revision of Workers' Technical Grade Standards) (LPZ [1991] No. 6) and the Classification Catalogue of Types of Work of the People's Republic of China, as well as the scope of work in the tourism industry, The National Tourism Administration has organized the revision of the technical grade standard for workers in the tourism industry, which has been approved and is now issued for implementation. The Standard for Worker's Technical Grade issued by the National Tourism Administration in March 1988 shall be abolished at the same time.
People's Republic of China
Ministry of Labor, National Tourism Administration
March 29, 1996
Technical grade standard for workers in tourism industry
(LRLF [1996] No. 16, March 29, 1996)
bartender
Code: 04-001
Type of work: bartender
Definition of work type: according to traditional and modern recipes and guest requirements, prepare cocktails and provide beverage services.
Scope of application: bars or bars in hotels, guesthouses, senior cruise ships and other entertainment places.
Grade line: This type of work is divided into primary, intermediate and advanced.
Apprenticeship: 2 years of apprenticeship (1 year of training and 1 year of probation).
Junior Bartender
Knowledge requirements:
1. Be familiar with all the rules and regulations of the enterprise and the bar, and understand the responsibilities, work procedures and work standards of the post.
2. Understand the common wine name, place of origin, main raw materials, taste, concentration and other knowledge as well as various soft drinks.
3. Understand the origin of cocktails and master the recipe and technical operation knowledge of popular cocktails.
4. Understand the storage period and selling price of various drinks of the enterprise, and understand the checkout procedures.
5. Understand the performance, use and maintenance knowledge of common equipment, appliances and various utensils in the bar.
6. Have some tourism knowledge, understand the customs and etiquette of the main source countries, as well as the living and eating habits and religious beliefs of different nationalities, and be familiar with the service reception etiquette.
7. Understand the basic knowledge of food hygiene and the Food Hygiene Law.
8. Understand the basic knowledge of service psychology and related service knowledge, as well as the knowledge of the matching of drinks and food.
9. Be familiar with common terms of bars and foreign names of various wines and drinks.
Skill requirements:
1. Be able to basically judge the psychology of guests, actively introduce and promote all kinds of wine, drinks and snacks provided in the bar, and master their service methods.
2. Master basic mixing techniques and be able to correctly mix common cocktails.
3. Master the production technology of common decorations and auxiliary materials, and the production method is correct.
4. Master the production technology of common coffee and tea.
5. Correctly master the bottle opening methods and techniques of wine and champagne.
6. Be able to correctly use all equipment, appliances and various utensils in the bar, and carry out general maintenance.
7. Be able to clean and disinfect tools and utensils.
8. Master the working procedures and service standards of the bar.
9. Have the ability to independently complete the work of the post.
10. Be able to greet and greet foreign guests in a foreign language and have a simple conversation.
Intermediate bartender
Knowledge requirements:
1. Understand the brewing principle and production process of the world's major famous wines. Understand the storage and preservation knowledge of world famous wines; Be familiar with wine identification knowledge.
2. Be familiar with the main production techniques of cocktails.
3. Understand the design and layout methods of various bar environments.
4. Master certain knowledge of bar management and sales, and understand the cost control and accounting of drinks.
5. Have rich knowledge of food hygiene and nutrition, and be familiar with the quality standards of liquor and beverage.
6. Be familiar with the responsibilities, working procedures and standards of each post in the bar. Master the service knowledge and operation skill standards of various cocktail parties.
7. Have rich tourism knowledge, and be familiar with the eating habits of the main tourist source countries and their taste for alcohol. Understand the commodity knowledge related to catering services and the laws, regulations and policies related to catering services.
8. Have a certain foreign language foundation, and master the knowledge of professional terms of beverage service.
Skill requirements:
1. Be able to skillfully and correctly prepare various cocktails and make drinks according to the requirements of guests.
2. Be able to master the method of identifying the quality of wine.
3. Be able to reasonably make various cocktail decorations and fruit platters.
4. Be able to manage bars, design and organize general cocktail parties, and conduct cost accounting.
5. Be able to accurately judge the psychology of guests, and have strong ability to sell drinks.
6. Have a certain ability to cope with emergencies in the bar.
7. Have the ability to teach business technology and train junior bartenders.
8. Be able to talk with foreign guests in foreign languages within the business scope.
Senior bartender
Knowledge requirements:
1. Have rich knowledge of wine, and basically master advanced knowledge of champagne, wine and other drinks. Master the theoretical knowledge of wine mixing systematically.
2. Have relatively rich knowledge of public relations and marketing.
3. Master the technology and principle of cocktail preparation.
4. Basically master the brewing principle, production technology and quality standards of all kinds of famous wines in the world.
5. Have knowledge of bar operation and management, and be familiar with the design and environmental layout of various bars.
6. Learn more scientific knowledge related to this type of work, focus on restaurant service knowledge, be familiar with commodity knowledge related to catering service and laws and policies related to catering service.
7. Basically master a foreign language and have preliminary knowledge of a second language.
Skill requirements:
1. Master the mixing technology, be able to skillfully mix all kinds of world popular cocktails, and create new cocktails with characteristics.
2. Be able to correctly identify the quality of various wines.
3. Be able to make cocktail decorations comprehensively and creatively.
4. Have the ability to operate and manage bars, and can skillfully design and guide various cocktail parties.
5. Be able to accurately conduct cocktail party accounting and business statistics.
6. Be able to accurately judge the psychology of guests, effectively promote alcohol, timely meet the requirements of guests, and flexibly respond to and correctly handle various emergencies in the bar.
7. Have the ability to teach business technology and train intermediate bartenders; Be able to make wine lists for various bars; Be able to write technical training materials.
8. Have good expression ability in a foreign language, be able to talk fluently in a foreign language, and be able to have simple conversations with foreign guests in a second language.
Cashier auditor
Code: 04-002
Type of work: cashier auditor
Definition of work type: collect cash, cheques, credit cards, settle accounts and check the income of each department of the hotel, hotel, travel agency, cruise ship, etc. on the same day.
Scope of application: full-time auditors and cashiers in hotels, hotels, travel agencies, cruise ships, etc.
Grade line: This type of work is divided into primary, intermediate and advanced.
Apprenticeship: 2 years of apprenticeship (1 year of training, 1 year of probation).
Junior cashier auditor
Knowledge requirements:
1. Understand the cashier audit operation process and the cashier settlement system.
2. Be familiar with the types and methods of cashier settlement.
3. Understand the basic knowledge of computer operation.
4. Understand the basic knowledge of foreign exchange management system, exchange rate conversion and payment vouchers such as checks and credit cards.
5. Be familiar with the price of the service items of the position and the price of other related service items.
6. Understand the job responsibilities and operation specifications of the post.
7. Understand the basic knowledge of foreign affairs discipline, etiquette and politeness, and fire safety.
8. Have basic foreign language knowledge for this position.
Skill requirements:
1. According to the business requirements of the post, check out the guests correctly, quickly and normatively.
2. Be able to collect cash, checks, credit cards and other funds according to the specified procedures.
3. Be able to correctly operate computers, cash registers and other collection equipment.
4. Be able to count cash skillfully and identify counterfeit banknotes.
5. Be able to identify common foreign currency, cheque, credit card and other payment vouchers.
6. Be able to correctly fill in the daily cashier report to ensure that the accounts and accounts are consistent.
7. Understand the use of general fire-fighting equipment.
8. Be able to speak with foreign guests in foreign languages in terms of cashier and checkout.
Intermediate cashier auditor
Knowledge requirements:
1. Be familiar with the accounting process of the position's income system, and understand the filling methods of various income statements.
2. Be familiar with various charging standards and policies of the post.
3. Master the basic computer operation knowledge.
4. Understand the basic information of the unit and the working procedures of related work.
5. Have a basic understanding of tourism service laws and regulations.
6. Understand the maintenance knowledge of cash register equipment.
7. Have a certain foreign language foundation and foreign language knowledge of the job.
Skill requirements:
1. Be able to skillfully operate computers, cash registers and other collection equipment.
2. Be able to answer guests' general questions about collecting and settling accounts.
3. Be able to review, find and solve general accounting errors.
4. Be able to correctly fill in various income statements.
5. Be able to perform general maintenance on the cash register equipment.
6. Be able to guide the work of junior cashier auditors.
7. Be able to conduct general business dialogue with foreign guests in foreign languages.
Senior cashier auditor
Knowledge requirements:
1. Be familiar with the performance and maintenance knowledge of various modern collection equipment.
2. Understand the basic knowledge of accounting and the responsibilities and work processes of each position in the department.
3. Know the operation and management knowledge of the post.
4. Understand the general situation of tourism industry and have basic knowledge of service psychology.
5. Have knowledge of systems and regulations related to the business of the department.
6. Have a certain level of foreign language, and be proficient in hotel and hotel service language.
7. Have the knowledge to guide and train intermediate cashier auditors.
Skill requirements:
1. Be able to answer all kinds of questions about checkout and handle complaints.
2. Be able to audit, find and solve various accounting errors.
3. It can eliminate the general failure of modern collection equipment.
4. Be able to handle and solve various complicated account settlements.
5. Have the operation and management ability of the post.
6. Be able to speak fluently with foreign guests in foreign languages, and have certain reading and writing skills.
7. Be able to prepare training materials, guide and train junior and intermediate cashier auditors.
room service worker
Code: 04-003
Type of work: Housekeeper
Definition of work type: responsible for cleaning and sorting all kinds of guest rooms within the guest room area, and providing other services for guests according to their requirements.
Scope of application: Room service personnel in hotels, office buildings, senior apartment buildings, conference centers, cruise ships and other facilities.
Grade line: This type of work is divided into primary, intermediate and advanced.
Apprenticeship: 2 years of apprenticeship (1 year of training and 1 year of probation).
Junior Room Attendant
Knowledge requirements:
1. You must understand and master all the work and rules and regulations of your department.
2. Understand the basic situation of the unit and the working standards and operating procedures of the department for guest services.
3. Master the procedures, standards, requirements and precautions for cleaning rooms, sorting and checking rooms.
4. Understand the number, name and placement specifications of different types of guest room furniture and service supplies.
5. Master the collection, use and general maintenance methods of room furniture, equipment and service supplies.
6. Understand the hygiene and epidemic prevention knowledge related to the guest room, and know the name, characteristics, performance, use and usage of various cleaners and disinfectants.
7. Understand the main contents of guest room safety work and safety protection knowledge, as well as the performance and use methods of fire-fighting equipment and equipment.
8. Understand the flavor characteristics of Chinese and western dishes in the hotel and the names of representative dishes.
9. Know how to handle general complaints from guests.
10. Have basic knowledge of service psychology.
11. Understand the general situation, living habits, customs, religious beliefs, etc. of domestic minorities and major tourist source countries and regions.
12. Have preliminary foreign language knowledge of guest room business.
Skill requirements:
1. Be able to master the travel psychology of ordinary guests, understand their intentions and meet their requirements.
2. Be able to make preparations before sorting and cleaning the guest rooms (get the guest room key, prepare the work vehicle, articles and vacuum cleaner, etc.).
3. Be able to carry out cleaning and sorting of guest rooms, walk-in rooms, vacant rooms and maintenance rooms and supplement of guest goods in strict accordance with standard guest room cleaning procedures.
4. Be able to do well in the planned sanitary work of the guest room, such as furniture waxing, carpet maintenance, window cleaning, ceiling lamp wiping, copper ware and floor waxing.
5. Be able to correctly use disinfectant and disinfection methods to disinfect guest rooms, toilets, tea and wine sets.
6. Be able to do a good job in customer service (such as greeting and seeing off customer service, laundry service, night bed service, handling of lost items, etc.).
7. Be able to correctly use the fire-fighting equipment in the guest room area and do a good job in the security of the guest room.
8. Be able to correctly operate common cleaning machinery and equipment, and be able to carry out general maintenance.
9. Be able to handle general problems in the service process independently.
10. Be able to speak Mandarin and have simple working conversations in foreign languages.
Intermediate Room Attendant
Knowledge requirements:
1. Master the relationship between each link of room service and the specifications and standards of work.
2. Have basic knowledge of room management (such as personnel management knowledge, property and accounting management knowledge).
3. Have the knowledge of furniture arrangement, decoration arrangement, furnishings (wall arrangement, furnishings, lamps, flowers and plants) of various guest rooms and the layout of meeting rooms in the guest room area.
4. Have the knowledge of the quality standards of guest supplies provided by the guest rooms and the knowledge of major Chinese and foreign famous wines.
5. Be familiar with the key points of reception service for team, individual guests, VIP, long-term guests and special guests.
6. Be familiar with various service facilities and contents of the unit.
7. Understand the basic knowledge of the lobby, laundry, linen room and catering.
8. Understand general first aid knowledge.
9. Have good foreign language knowledge of guest room business.
Skill requirements:
1. Be able to accurately judge the psychology of guests, quickly understand their intentions, and better meet their needs.
2. Be able to introduce the accommodation facilities and various services of the hotel to guests.
3. Be able to take charge of the cleaning, sorting, inspection and replenishment of the VIP room.
4. Be able to implement the planned sanitation work and meet the specified standards.
5. Be able to identify the quality of room service.
6. Be able to organize team meetings in the reception room area.
7. Be able to skillfully use and maintain the common furniture, equipment and supplies in the guest room, and be able to eliminate the general faults of common machinery and equipment.
8. Be able to try the latest cleaning products, and organize junior attendants to use them.
9. Be able to coordinate various relationships in the floor area and make it operate normally.
10. Be able to effectively implement the control plan of goods and participate in cost control.
11. Be able to correctly judge the special circumstances in the guest room area, find out the reasons and properly handle them.
12. Be able to use foreign language for general conversation of room service.
13. Be able to guide junior room attendants.
Senior Room Attendant
Knowledge requirements:
1. Be familiar with consumer psychology, service psychology and aesthetic knowledge.
2. Be familiar with the special living requirements of important delegations, VIP and special guests.
3. Know all kinds of guestroom professional theoretical knowledge.
4. Have basic principles, use and maintenance knowledge of common furniture, equipment, sanitary ware, air conditioner, audio-visual equipment, etc. in the guest room.
5. Have professional knowledge of cotton fabrics and detergents.
6. Understand relevant first aid knowledge.
7. Have knowledge of room service quality management.
8. Understand the distribution of various costs in the room operation activities.
9. Have knowledge of systems and regulations related to room service.
10. Have knowledge of preventing fire, theft and natural accidents.
11. Be proficient in foreign language knowledge of guest room business.
12. Have the knowledge to guide and train intermediate room attendants.
Skill requirements:
1. Have a proactive service awareness, be able to accurately judge the psychology of guests, quickly understand their intentions, and timely meet their requirements.
2. Be able to formulate job responsibilities and service plans for each type of work in the floor area.
3. Be able to take charge of the cleaning, sorting, inspection and replenishment of the presidential room.
4. Have the ability to organize and design important meetings and guide work.
5. Have the ability to budget and control room costs.
6. Be able to put forward professional opinions on the selection and configuration of guest room items, and do a good job in the inventory of guest room assets.
7. Have the ability to analyze the quality of room service, and find out the reasons for the work that does not meet the standard requirements and remedy it in time.
8. Be able to timely find and remove general faults of lighting, washing appliances and common equipment in the guest room area.
9. Be able to properly handle emergencies and guest complaints.
10. Have the ability to recommend and apply new service technologies and new service items.
11. Have strong language expression ability and skilled emergency service skills.
12. Have the ability to coordinate with relevant departments.
13. Be able to use foreign language to talk about room business.
14. Be able to formulate training plans for intermediate room attendants, arrange training courses, and give lectures and operation guidance.
Front Office Attendant
Code: 04-004
Type of work: Front Office Attendant
Definition of work type: provide reservation, reception, greeting and seeing off, inquiry and other services for guests in the lobby.
Scope of application: Front office services of hotels, guesthouses, apartments, office buildings, cruise ships, etc.
Grade line: This type of work is divided into primary, intermediate and advanced.
Apprenticeship: 2 years of apprenticeship (1 year of training, 1 year of probation).
Junior Front Office Attendant
Knowledge requirements:
1. Have a certain knowledge of computer operation.
2. Understand the general knowledge of service psychology, and have knowledge of precious goods and cash custody.
3. Be familiar with the relevant regulations of the accommodation of the unit and the guest housing procedures.
4. Master the types and characteristics of guest rooms of the unit.
5. Basically master the name, location, characteristics and business hours of relevant facilities and service items of the unit, and grasp the changes of service items at any time.
6. Master the knowledge of safety and fire fighting and the fire fighting facilities of the department.
7. Understand the organizational structure and basic functions of the unit.
8. Understand the means of payment and settlement such as cash, credit card, check and housing voucher.
9. Basically master the taboos of major tourist source countries.
10. Understand the major local historical attractions, commercial outlets and foreign tourism knowledge.
11. Understand the etiquette knowledge of guest reception.
12. Have a certain foreign language foundation and foreign language knowledge of front office reception service.
Skill requirements:
1. Be able to check the guest's certificate correctly.
2. Have a basic understanding of the guest's reservation information, and arrange the check-in as required.
3. Be able to operate various equipment in the front office according to procedures.
4. Be able to correctly answer guests' questions.
5. Be able to receive foreign guests in foreign languages.
6. Be able to introduce and recommend the service items of the unit to guests according to their requirements.
7. Be able to identify credit cards, cheques and other payment vouchers.
8. Be able to correctly fill in the report of the position.
9. Have certain safety protection ability.
Intermediate Front Office Attendant
Knowledge requirements:
1. Have some computer knowledge.
2. Be familiar with the relevant regulations and rules of the unit's accommodation.
3. Skillfully master the check-in procedures of reserved guests, individual guests and group guests.
4. Be familiar with the change of house status and house price policy of the unit.
5. Have certain knowledge of public relations and marketing.
6. Be familiar with the customs of the main source countries of the unit.
7. Have a good foundation in foreign languages, and master the professional language knowledge of reception in the lobby.
8. Have the knowledge to train and coach junior front office attendants.
Skill requirements:
1. Be able to make reservations according to the requirements of the agreement and the characteristics of customers, and have the ability to coordinate with relevant departments.
2. Be able to skillfully handle the check-in procedures of guests.
3. Be able to provide appropriate services for guests according to their identity and requirements.
4. Be able to operate various equipment in the lobby skillfully and maintain them.
5. Be able to determine the form of guest payment and settlement according to the hotel regulations and guest categories.
6. Be able to correctly fill in various work reports of the front office.
7. Have certain public relations and marketing skills.
8. Be able to receive foreign guests skillfully in foreign languages.
9. Be able to coach junior front office attendants.
Senior Front Office Attendant
Knowledge requirements:
1. Be familiar with the company's business policies and common laws and regulations on accommodation.
2. Have certain business management knowledge of the unit.
3. Comprehensively master the daily management knowledge of front office work.
4. Be familiar with the responsibilities and procedures of each position in the front office.
5. Master certain financial knowledge.
6. Basic knowledge of public relations and marketing.
7. Master a foreign language and have preliminary knowledge of a second language.
Skill requirements:
1. Have a certain ability in front office management.
2. Be proficient in the use and maintenance of various equipment in the lobby, and be able to eliminate general faults.
3. Be able to properly handle guest complaints, and have the ability to respond to and deal with various events.
4. Be able to accurately make various reports in the lobby.
5. Have strong business and related coordination ability.
6. Be able to effectively carry out public relations and marketing work according to the situation of guests.
7. Have good expression ability in a foreign language and be able to have simple conversations in a second language.
8. Be able to prepare professional technical training materials.
9. Be able to train and supervise the work of intermediate front office attendants.
Recreation Attendant
Code: 04-005
Type of work: Recreation Attendant
Definition of work type: provide entertainment and technical services for guests in recreational places.
Scope of application: instructors and service personnel in hotels, cruise ships, recreation halls of clubs, saunas, gyms, swimming pools and other recreational places, as well as amusement parks.
Grade line: This type of work is divided into primary, intermediate and advanced.
Apprenticeship: 2 years of apprenticeship (1 year of training, 1 year of probation).
Junior Recreation Attendant
Knowledge requirements:
1. Have the basic knowledge and relevant common sense of this project.
2. Understand the responsibilities, work procedures and work standards of the post.
3. Be familiar with the function and use of major facilities in the department, such as gym, swimming pool, bowling or tennis court.
4. Understand the means of payment and settlement such as cash, credit card, discount card and transfer card.
5. Understand recreational reception service knowledge, and master necessary telephone booking and message service knowledge.
6. Have the basic knowledge of safety protection and fire-fighting facilities of basic facilities in the process of recreational services.
7. Have general social etiquette and etiquette knowledge.
8. Have the basic foreign language knowledge of the position and can speak Mandarin.
Skill requirements:
1. Be able to reasonably arrange the booking of gym, swimming pool, bowling, tennis and other facilities according to the needs of guests.
2. Be able to provide entertainment and technical services to guests according to service procedures.
3. Be able to identify payment vouchers such as credit card, discount card and transfer card, and be skilled in billing, collection and settlement.
4. Be able to correctly operate the main sports facilities of the post and the main facilities of the department.
5. Have the basic safety protection and fire fighting ability in the process of recreational services.
6. Be able to have simple business conversations with guests in foreign languages.
Intermediate Recreation Attendant
Knowledge requirements:
1. Have basic knowledge of kinematics and professional knowledge of this project.
2. Be familiar with the use of all facilities in the department and the arrangement of various activities.
3. Be familiar with the work process of the department and the setting, responsibilities, staffing and requirements of each post.
4. Master the operation standards, service knowledge and requirements of various facilities of the post.
5. Master the maintenance knowledge of various facilities of the post.
6. Master the safety protection and fire fighting knowledge of various facilities in the process of recreational services.
7. Have basic knowledge of public relations and sales.
8. Have a certain foundation in foreign languages and master daily business language.
Skill requirements:
1. Be able to recommend corresponding recreational activities according to the requirements of guests.
2. Be able to correctly use and maintain the facilities of the post.
3. Be able to correctly guide guests to use various recreational facilities of the post, and be able to eliminate general faults.
4. Be able to cope with general problems in recreational services.
5. Have the ability of safety protection against accidents that may occur during the use of various facilities of the post; Able to use fire-fighting equipment correctly.
6. Have the ability to manage teams in recreational services.
7. Be able to carry out some public relations and sales work according to the guests' conditions.
8. Be able to have a general working dialogue with guests in a foreign language.
Senior Recreation Attendant
Knowledge requirements:
1. Have a certain knowledge of kinematics.
2. Have knowledge of systems and regulations related to recreational services.
3. Understand the structure of main recreational facilities and have simple maintenance knowledge.
4. Have some total quality management knowledge of recreational services.
5. Have certain knowledge of marketing and cost accounting.
6. Have the knowledge to properly handle the unexpected accidents of guests in recreational activities.
7. Good foreign language proficiency.
Skill requirements:
1. Have the ability to participate in recreational competition coordination services and technical guidance.
2. Be able to focus on guests' suggestions and requirements, coach and set up some beneficial fitness programs.
3. Be able to find and eliminate general faults of recreational facilities and equipment in time.
4. Be able to coordinate with relevant departments according to guest requirements and work needs.
5. Be able to carry out public relations sales activities according to business conditions.
6. Be able to analyze the quality of recreational services according to standards, and put forward suggestions and improvement measures.
7. Be able to properly handle emergencies and guest complaints.
8. Be able to use a foreign language for business conversation with foreign guests, and have certain foreign language expression ability.
9. Have the ability to guide and train intermediate recreation attendants.
Booker
Code: 04-006
Type of work: Booker
Definition of work type: according to the travel schedule and the needs of guests, order cars, boats, air tickets and art tickets for guests who travel by plane, train, car or cruise ship.
Scope of application: full-time ticket booking personnel of travel agencies, hotels, hotels and other units.
Grade line: This type of work is divided into primary and intermediate.
Apprenticeship: Three years of apprenticeship (half a year of training and half a year of probation).
Junior Booker
Knowledge requirements:
1. Understand the basic knowledge of modern ticket booking equipment.
2. Understand the basic situation of domestic and international major aviation, railway and cruise tickets.
3. Understand the basic situation of the recent aviation, railway, automobile and cruise tickets in the charge of this position.
4. Have a certain knowledge of tourism geography, and be familiar with the names of airports, stations and docks in major cities in China, as well as the ticket sales places in their regions.
5. Master the job responsibilities, work procedures and service standards of the post. Understand the main work contents and requirements of other positions in the department.
6. Understand the customs and religious beliefs of the guests from major countries, regions and countries in the world, and master general social etiquette and etiquette.
Skill requirements:
1. Be able to receive guests according to the specified service procedures, and accurately answer guests' inquiries about air, railway and cruise booking.
2. Be able to use modern booking equipment to book tickets for guests.
3. Be able to provide the price and service charge standard of cars, ships and air tickets regularly booked to the guests.
4. Have a basic grasp of daily business work such as document issuing, collection and settlement in the process of booking.
5. Be able to speak Mandarin and meet the booking requirements of foreign guests in foreign languages.
6. Be able to guide the apprentice work.
Intermediate Booker
Knowledge requirements:
1. Master the basic knowledge of modern ticket booking equipment.
2. Master the knowledge of general service psychology, consumer psychology and public relations.
3. Be familiar with the general situation of major cities, places of interest and major tourist source countries and regions at home and abroad.
4. Master the handling method of ticket booking requirements for important and special guests.
5. Be familiar with the work processes of the department and the responsibilities and requirements of each position.
6. Be proficient in all working procedures and regulations of ticket booking and rules on the use, storage and delivery of relevant bills.
7. Master the regulations and systems related to ticket booking services, and have the common sense of customs, border defense and other units in reviewing the relevant documents of inbound and outbound guests.
8. Be able to identify the tickets of major airlines at home and abroad.
Skill requirements:
1. Be able to judge the psychology of guests, understand their intentions, and try to meet their needs for booking business.
2. Be able to skillfully use modern booking equipment to book tickets for guests.
3. Master the price and service charge standards of cars, boats and air tickets booked by various guests and teams.
4. Skillfully master various types of ticket booking and settlement work.
5. Be able to take effective measures to do a good job in the security work of the department.
6. Be able to make correct judgment on guest complaints, find out the reasons and properly handle them.
7. Be able to speak Mandarin and receive in foreign languages
8. Be able to train and guide junior ticket bookers.
Guest luggage clerk
Code: 04-007
Type of work: guest luggage clerk
Definition of work type: according to the requirements of guests and the provisions of the hotel (hotel, hotel), carry, distribute, keep luggage, deliver newspapers, mail, letters, messages and other items, and introduce the hotel's service facilities, guest room equipment and use methods to guests.
Scope of application: full-time luggage staff in hotels and guesthouses.
Grade line: This type of work is divided into primary and intermediate.
Apprenticeship: 1 year of apprenticeship (half a year of training and half a year of probation).
Junior guest luggage clerk
Knowledge requirements:
1. Understand common social etiquette and etiquette.
2. Have basic knowledge of service psychology and common sense of public relations and marketing.
3. Understand the customs and religious beliefs of the main source countries, regions and domestic guests, and understand the service requirements of different types of guests.
4. Understand the main tourist attractions, shopping places, restaurants, restaurants and transportation facilities in the region.
5. Understand the internal service facilities, service items, business hours and room equipment of the hotel.
6. Understand the rules and regulations of the hotel and the job responsibilities, work procedures and service standards of the post.
7. Master the skills of loading, transporting and keeping baggage.
8. Be familiar with the use and maintenance knowledge of service tools and equipment required by the post.
9. Have basic safety and fire fighting knowledge, understand the fire fighting procedures in the hotel, and understand the requirements for handling emergencies.
10. Have a certain foundation in foreign languages, and master vocabulary and sentences related to work.
Skill requirements:
1. Be able to judge guest needs and provide or recommend corresponding services.
2. Be able to independently and accurately provide guests with baggage delivery, storage and delivery services of mail, letters, messages and other items according to service procedures.
3. Be able to correctly introduce the use of room equipment to guests.
4. Be able to independently handle general problems in the service process.
5. Be able to answer guests' inquiries about hotel services and other tourism services in the region.
6. Be able to correctly use and maintain common tools and equipment.
7. Be able to give timely and accurate alarm, correctly use fire-fighting equipment, and quickly guide guests.
8. Be able to speak Mandarin and have simple work conversations in foreign languages.
Intermediate guest luggage clerk
Knowledge requirements:
1. Master the basic knowledge of service psychology and public relations promotion.
2. Basic knowledge of team management and baggage management.
3. Master the baggage service procedures, service standards and various skills.
4. Master the handling methods of various problems that may occur in the work, and understand the basic steps and skills of handling guest complaints.
5. Be familiar with the local tourist attractions, shopping places, restaurants, restaurants and transportation facilities.
6. Be familiar with the hotel overview and various internal service facilities, service items, business hours and characteristics.
7. Be familiar with the performance of common equipment and facilities, and master the use methods and maintenance common sense.
8. Have a good foundation in foreign languages.
9. Master the basic methods of training.
Skill requirements:
1. Be able to accurately judge the psychology of guests, quickly understand their intentions, and provide corresponding services according to the types and characteristics of guests.
2. Be able to collect guests' opinions, summarize and improve their own service methods.
3. Be able to prevent and properly handle all kinds of problems and guest complaints in the service.
4. Be able to timely find and eliminate general faults of common equipment and facilities.
5. Have certain team management ability.
6. Be able to conduct business in foreign languages.
7. Be able to train and guide the apprentice and junior guest luggage clerk.
Tableware cleaner
Code: 04-008
Type of work: tableware cleaner
Definition of work type: clean and disinfect tableware, kitchenware and tea sets in restaurants, kitchens and bars.
Scope of application: cleaning personnel in restaurants, kitchens and bars.
Grade line: junior worker.
Proficiency period: half a year.
Knowledge requirements:
1. Understand the name, characteristics, cleaning and maintenance knowledge of tableware, kitchenware, wine set, tea set and other utensils.
2. Understand the causes of dirt formation on tableware, kitchenware and other utensils and the knowledge of cleaning.
3. Master food hygiene knowledge and relevant hygiene system; Be familiar with the Food Hygiene Law.
4. Master the characteristics, uses and use knowledge of commonly used cleaning agents and disinfectants.
5. Master the use, maintenance and safety production knowledge of common cleaning and disinfection machinery and equipment.
6. Master the quality standards for cleaning and disinfection of tableware, kitchenware and other utensils.
Skill requirements:
1. Have the ability to clean, disinfect and store tableware, kitchenware, wine set and tea set, and meet the quality standards.
2. Be able to correctly use and keep detergent and disinfectant.
3. Be able to skillfully use the cleaning and disinfection equipment, and have the ability to carry out general maintenance.
4. Be able to operate safely according to regulations.
Public area cleaner
Code: 04-009
Type of work: public area cleaner
Definition of work type: cleaning and maintaining facilities and equipment in public areas such as hotels, hotels, apartments and entertainment places.
Scope of application: hotel, hotel, apartment, office building, international conference hall, recreational facilities and other public area cleaners.
Grade line: This type of work is divided into primary and intermediate.
Apprenticeship: 1 year of apprenticeship (half a year of training and half a year of probation).
Junior public area cleaner
Knowledge requirements:
1. Understand the current national regulations and requirements on sanitation and environmental protection in public areas such as hotels, guesthouses, apartments, office buildings, international conference halls, recreational facilities, etc.
2. Understand the sanitary standards and inspection standards for public areas in the national tourism star hotel standards.
3. Understand the location, function, use, cleaning and maintenance knowledge of facilities in public areas.
4. Be familiar with the cleaning and cleaning procedures and standards of the post in the work area.
5. Understand and master the use and maintenance knowledge of common cleaning supplies, disinfection supplies, cleaning tools and cleaning instruments.
6. Understand the safe use knowledge of various cleaning equipment and the safe fire fighting knowledge in public areas.
7. Have basic appearance and appearance, and master basic social etiquette and etiquette.
8. Understand the preliminary knowledge of primary service psychology.
9. Understand the customs of major countries, regions and domestic minorities.
Skill requirements:
l. Be able to judge the psychology of guests and provide services for guests.
2. Be able to clean and maintain the cleanliness within the responsibility scope of the post according to the public area hygiene standards and procedures.
3. Be able to correctly use various instruments, equipment and cleaning agents according to the regulations, and clean, decontaminate, wax and polish facilities and equipment with different materials.
4. Be able to identify various stains and remove them with correct methods.
5. Be able to guide guests to use relevant facilities and equipment in a standardized manner.
6. Be able to correctly use and maintain general cleaning and cleaning tools and instruments.
7. Be able to independently deal with general problems in the process of work and actively assist in dealing with emergencies.
8. Abide by the basic principles of service work, meet the standard requirements in appearance, appearance, behavior, posture and language, and provide targeted services to guests from different countries and regions.
9. Be able to speak Mandarin, concise and accurate, and master simple foreign language greetings.
Intermediate public area cleaner
Knowledge requirements:
1. Be familiar with the current relevant regulations and requirements of the relevant national departments on the sanitation of public areas.
2. Be familiar with the sanitary standards and inspection standards for public areas in the national standards for foreign-related star hotels.
3. Have knowledge of cleaning management in public areas, team management and property management.
4. Have knowledge of environmental layout, furnishings layout, green space layout and basic aesthetic and chemical knowledge.
5. Master the use, maintenance and repair knowledge of cleaning supplies, tools and instruments in the work area.
6. Be familiar with the cleaning quality standards and inspection standards of each post in the work area.
7. Systematically master the knowledge of safe use of various cleaning equipment and the knowledge of electricity and fire safety.
8. Who knows the various service facilities and service items of the unit.
9. Have knowledge of service psychology and understand the customs of major countries, regions and domestic minorities.
10. Have preliminary foreign language knowledge.
Skill requirements:
1. Have the management ability to formulate daily work plans and organize their implementation.
2. Be able to identify the quality of each work according to the public area health standards and procedures.
3. Skillfully use various equipment and cleaning supplies to clean public areas.
4. Be able to use and maintain cleaning supplies, appliances and equipment, and remove general faults.
5. Have the ability to formulate a supplementary plan for cleaning supplies and appliances.
6. Be able to deal with problems in the process of work alone, and have the ability to deal with emergencies in the work.
7. Have good language expression ability and emergency service skills.
8. Have simple foreign language conversation ability.
9. Have the ability to guide and train junior cleaners.
|
