The plan of competition of knowledge and professional skills in hotel business

In order to further improve business knowledge and operational skills of hotel employees, standardize service etiquette, increase service awareness, promote communication and training of employees, enhance overall service quality of hotel and create a good corporate image, The hotel hereby holds an annual service skills competition class A. The specific plan is as follows:

1. Competition Organizing Committee

Team Leader: General Manager

Deputy Team Leader: Store Manager, Deputy General Manager

Participants: directors and managers of various departments

Sponsoring Department: Human Resources Department, Educational Quality Control Department

Second host on site: Assistant General Manager

3. On-site coordinator:

4. Competition Jury

Chief Judge: General Manager

Deputy chief referee:

Project judges: directors of departments, heads, deputy heads

Secretary:

Countdown

5. Competition Method

1. Knowledge Contest

2. Skill Competition

6. Time

1. Knowledge Contest:

2. Skill Competition:

7. Venue:

VIII. Preparing for competition

1. A preliminary competition is organized by each department to select staff to participate in hotel final and submit a list of participants to training quality control department by June 20th.

2.Knowledge competition materials are compiled jointly by human resources department, training quality control department and heads of respective departments. The skill competition scoring table is compiled by human resources department and training quality control department. It is jointly developed by various departments.

3. The items required for competition must be prepared by each department.

9. Measures to implement competition

1. Knowledge Contest

1) Composition of staff: The knowledge competition is divided into three groups, 4 players in each group, in which room department and engineering department are combined into one group, front office and security department are combined into one group; marketing department, together with financial department (purchasing department), group will determine group number by drawing lots.

2) Contest content: business knowledge, problem solving, case analysis, working English

3) Base points: 300 points for each group.

Competition rules:

a) Personal Required Questions: no time limit, full score 20 points.

Concrete Steps: Use overhead projector to play questions, and each group of participants take turns answering according to a sequence number. Each participant must answer 2 questions, and 10 points will be awarded for 1 correct answer; points are not awarded. deducted for wrong answers. After answer, host will immediately announce "True" or "Incorrect", then projector will play correct answer. After completion of "individualmandatory questions” moderator will announce current scores of each group.

b) Time-limited response speed: 60 seconds, projector will display a countdown, and full score will be 20 points.

Concrete Steps: Each group sends a participant and each participant answers 2 questions within allotted time. The facilitator quickly reads questions and participants respond. For 1 correct answer, 10 points will be awarded, points are not deducted. for wrong answers. After "time-limited answer" is over, presenter will announce current scores of each group.

c) Impromptu Questions: The volume of questions is unlimited and time limit is 3 minutes. The projector will display a countdown and total score is 20 points.

Specific steps: Each group of questions is assigned 4 question numbers, each question is worth 5 points as an addition. Points are awarded for correct answers;

Points are not deducted for incorrect answers. After end of "impromptu question", moderator announces current scores of each group.

d) English Q&A: The time limit is 60 seconds, projector displays a countdown, and total score is 20 points.

Concrete steps: The facilitator gives each group 4 question numbers to choose from. Depending on content of selected questions, facilitator asks questions in English. Each group encourages participant to answer question. Other members in this group may make additions. Groups must answer 2 questions. 10 points are awarded for each correct answer, no points are deducted for an incorrect answer. After "English quiz" is over, moderator announces current scores of each group.

e) Guess English word: time limit 70 seconds, total score 10 points.

Specific steps: select two players from group to play; one person uses gestures, language, body movements, etc.

Method: have another person guess English word; person who is gesturing cannot say a single Chinese word from guessed word or in English, tell word guesser to guess word; word guesser says guessed word in English, and guesses it correctly. Add 10 points.

f) Case Analysis Questions: no time limit, full score 20 points.

Specific steps: The projector displays 4 question numbers for each group to choose from. The projector displays case questions for each group for discussion, and then encourages participant to answer, and other participants can give additional answers. 20 points for a correct answer, none for a wrong answer.

g) Risky Questions: Questions are unlimited in size and have a time limit of 3 minutes. The projector will display a countdown. There are three levels of questions, namely: 10 points, 20 points and 30 points.

ConcreteSteps: The projector gives 6 question numbers for each question, each group is optional, projector opens question number, and according to content of drawn questions, after 3 seconds of thinking, each group recommends one. answer questions, and other members of this group can make additions. Points are awarded for correct answers, and points are deducted for incorrect answers. After "risk question" is exhausted, moderator announces current scores of each group.

h) Audience Questions: After all questions are answered and presenter announces current scores of each group, projector displays an image or question, presenter asks questions, and audience raises their hands to answer. Whoever answers correctly will receive a small gift.

2. Skill Competition

1) Front Lobby: Check in at front desk

a) Participants: 4, no time limit.

b) Purpose of competition: To test linguistic expression and adaptability of participants, ways and means of solving problems and overall quality.

c) After contestants have finished their performances, department manager will give a short commentary on results of performances.

2) Finance department: identification of counterfeit banknotes

a) Participants: 4 players, time limit 4 minutes.

b) Purpose of contest: To test contestant's ability to recognize counterfeit banknotes.

c) After contestants have completed their operation, department head or supervisor briefly introduces method of detecting counterfeit banknotes on spot.

3) Butler department:

a) Chinese bedding

① Participants: 4 participants, time limit 3 minutes.

② The purpose of competition is to check whether participants can complete bed making operation within specified time or in advance in accordance with standard operating procedures and specified standards.

③ During work of contestants, deputy head of department will explain to audience standard procedures and standard requirements for making Chinese beds;

b) Copper Throwing

① Participants: 4 participants, no time limit, ranked according to duration of competition and results of scoring.

② The purpose of competition is to check whether participants can throw copper in accordance with standard procedures and standards. At same time, check operation effect and skill of players.

③ During work of participants, position leader will explain to audience standard procedures and standard requirements for copper throwing;

4) Catering Department:

a) Western food

① Participants: 4 participants, time limit 6 minutes (16 minutes).

② The purpose of competition is to test whether participants can perform Western table setting operation in accordance with standard procedures and standards, and at same time test work effect and skill of participants.

③ During work of contestants, position manager will explain to audience standard procedures and standard requirements for serving Western food at table;

b) Chef's Chopping Board Dish

① Participants: 4 participants, time limit 8 minutes.

② The purpose of competition is to test ability of participants to sculpt cutting boards, as well as shape and overall effect of work.

③ After participant has completed operation, participant will present name and meaning of work to public. Then chef briefly commented on work of contestants to audience.

5) Security department: driving, queue training (security department)

a) Participants: 4, no time limit.

b) Purpose of competition: to test overall movement and overall performance of competitors in terms of vehicle handling and formation. Normative strength.

c) During contestant's work period, position manager will explain to audience standard procedures and standard requirements for driving a vehicle;

6) Technical department: Junction box wiring

a) Participants: 4 participants, no time limit, ranked according to duration of competition and results of scoring.

b) Purpose of competition: to test speed and accuracy of players.

c) During contestant's work period, position manager will explain to audience standard procedures and standard requirements of operation;

7) EXECEL office suite (employees of different departments)

a) Competitors: multiple, no time limit, ranked according to duration of competition and scoring results.

b) Purpose: To test participant's ability to work with office documents.

c) After participants have completed their work, department manager will comment on spot.

10. Related Requirements:

1. The second counter must strictly follow time provided by each item of competition to control time of competition.

2. The secretary is responsible for restoring scores given by judges to contestants and summing them up to obtain an average score for final score of contestants.

3. Judges give marks in accordance with requirements of "Evaluation Form" and in accordance with overall results of participants' performances.

4. After each player competes, host announces previous player's final score.

Eleven, Matters Needing Attention

1. Competitors must make appropriate preparations in accordance with predetermined numbers and order of appearance. All competitors who do not arrive at specified time will be automatically considered as surrendered.

2. Participants must observe courtesy and etiquette. Grooming, appearance and manners should be standardized. To compete, they must wear uniforms and badges. Disqualification.

3. For every 30 seconds player exceeds time limit, 2 points are deducted.

4. Competitors enter arena and introduce themselves to judges in stands, for example: "I'm contestant #x, my name is xxx, and I'm ready."

5. After operation is completed, participant must report "operation completed".

12. Prize Setting RMB 10,000 in total (within annual skill competition budget)

1. The total number of points in knowledge competition group. The top two teams will be awarded group's total score, as well as an honorary certificate and bonuses of 1,000 yuan and 500 yuan. Only 1500 yuan.

2. Individual awards in skill competitions. Check-in at front desk, detecting counterfeit banknotes, Chinese-style bed making, copper throwing, Western-style table setting, chef's cutting board dish, driving instruction and queuing, eight individual awards in total. And take top 2 in each individual competition and top 4 in EXCEL office suite individual event, award certificates of honor and prizes of 400 yuan and 200 yuan, totaling 6,000 yuan.

3. Other participants and spectators who answered prizes can receive a souvenir (worth 20 yuan/piece) valued at 1,500 yuan.

4. Other expenses: advertising, inkjet painting, awards and photo development, etc., totaling 1,000 yuan.

5. After end of competition, awards will be presented on the spot.