四季酒店集团培训手册(英文版本).doc

standards training for floor supervisor floor supervisor housekeeping training checklist table of contents floor supervisor housekeeping topic page training checklist1 section 1 core standards core standards defined7 golden rule8 service culture standards 8 four seasons core standards for guest room initial service9 four seasons core standards for guest room daily service11 four seasons core standards for guest room evening service13 four seasons core standards for housekeeping maintenance request15 four seasons core standards for problem resolution16 section 2 sequence of service sequence of service defined19 sequence for inspecting a check out vacant room20 section 3 how to s how to s defined23 do s and will be completely free of debris and stain 4 walls woodwork and ceilings will be in very good condition free of nicks marks and soil 5 furniture will be in very good condition free of visible wear and will be completely free of debris and stain 6 windows and glass doors will be completely clean inside including sills and frames 7 windows and glass doors will operate smoothly and easily and lock securely 8 all surfaces fixtures and equipment throughout the room will be free of any debris film buildup or dust 9 all shelves and drawers throughout the room will be completely free of dust and debris 10 beds will present a plush and comfortable appearance with extra pillows 4 on king bed 2 on double beds 11 all bedding materials will be in excellent condition free of wear and any debris hair or stain whatsoever 12 entire room is fresh and odor free and gives an impression of good ventilation 13 temperature controls are simple to use and have quick effectiveness in changing room temperature 14 room collateral will include four seasons directory guest services directory guest stationery jogging map guest questionnaire and room service menu all in excellent condition 15 instructions for telephone voice mail and frequently used hotel extensions will be provided 16 periodicals will include at least four seasons regent magazine and a popular local magazine all current issues and in excellent condition 17 televisions and radios will be in good clean condition function conveniently including remotes and tv channel directory will be prominently available 18 lighting will provide superior reading illumination at the bed desk and chairs sofas 19 mirrors throughout the room will be spotlessly clean and in excellent repair 20 bathroom fixtures will be spotlessly clean free of hair damage and discoloration 21 towels and robes will be in excellent condition fluffy and absorbent and color consistent 22 drains will function smoothly and drain quickly 23 taps will function smoothly and provide for firm water pressure in all fixtures 24 grout and caulk will be in excellent repair and will not show any discoloration 25 lighted shaving mirrors will be installed in each bathroom and general bathroom illumination will be superior for make up purposes 26 the bathroom amenities will be invitingly and conveniently displayed floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494910 27 a night light or under counter vanity light will be provided in all bathrooms all rooms will have a cd player with additional cds available through the concierge 28 all guest rooms to have high speed internet access with appropriate connection cable why floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494911 four seasons core standards for guest room daily service mission to maintain a sense of welcome comfort and outstanding hygiene when meeting guests to provide a sense of respect and discretion 1 staff will actively greet guests smile make eye contact and speak clearly in a friendly manner 2 all guest contact staff will be able to answer basic questions about the property will take ownership of simple requests and not simply refer guests elsewhere 3 all staff even in passing will engage guests with a smile eye contact and acknowledgment 4 staff will create a sense of recognition by using the guest s name when known in a natural and discreet manner 5 staff will speak to guests in an attentive natural and courteous manner avoiding pretension 6 staff will always appear clean crisp polished and well fitted 7 in the case of do not disturb sign guests will not be contacted until after 2pm at which time a phone call will be placed to the room by a supervisor to determine the guest s needs if the phone is not answered the room will be serviced 8 the room s furnishings will be returned to their original position hotel sponsored collateral if moved by the guest will be neatly arranged where the guest has placed it 9 guest clothing which is on the bed or floor will be neatly folded and placed on the bed or chair guest clothing left on other furniture will be neatly folded and left in place shoes will be paired 10 newspapers and periodicals will be neatly stacked and left on a table shelf or rack in plain view guest s personal papers will not be disturbed in any way 11 carpeting flooring throughout the room will be in very good condition free of visible wear and loose seams and threads and will be completely free of debris and stain 12 all surfaces fixtures and equipment throughout the room will be free of any debris film buildup or dust ashtrays emptied 13 all bedding materials will be in excellent condition free of wear and any debris hair or stain whatsoever with fresh sheeting daily 14 towels and robes will be in excellent condition fluffy and absorbent and color consistent 15 guest toiletries will be neatly arranged on a clean flat cloth if left on vanity cloths are not required for shelves 16 mirrors throughout the room will be spotlessly clean and in excellent repair 17 bathroom fixtures will be spotlessly clean free of hair damage and discoloration why standard 7 recognizes a guest s right to privacy and addresses the problem of guests inadvertently using their dnd while facilitating an opportunity for service floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494912 standards 8 shoes will be paired 10 newspapers and periodicals will be neatly stacked and left on a table or table shelf in plain view guest personal papers will not be disturbed in any way 11 bedspreads when removed are placed in a cloth bag on the floor or placed on a shelf or cabinet 12 sheer and black out drapes or shutters will be closed in bedroom only not in sitting room if separate 13 clock angled to face the bed tv remote and tv directory placed bedside 14 turndown tray will be left on bed to include breakfast menu laundry bag and form shoeshine bag and newspaper card 15 guest toiletries will be neatly arranged on a clean flat cloth if left on vanity cloths are not required on shelves 16 mirrors throughout the room will be spotlessly clean and in excellent repair 17 bathroom fixtures will be spotlessly clean free of hair damage and discoloration 18 turndown service will be available to begin within ten minutes after guest specifically calls for service why standard 7 recognizes a guest s right to privacy and addresses the problem of guests inadvertently using their dnd while facilitating an opportunity for service floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494914 standards 8 18 allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location standard 13 places items in a convenient location for the guest room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494915 four seasons core standards for housekeeping answered before the fourth ring no hold longer than 15 seconds or in the case of longer holds call backs offered then provided in less than three minutes 2 staff on telephone will sound calm and organized giving the guest an unhurried impression 3 staff will actively greet guests smile make eye contact and speak clearly in a friendly manner 4 all guest contact staff will be able to answer basic questions about the property will take ownership of simple requests and not simply refer guests elsewhere 5 all staff even in passing will engage guests with a smile eye contact and acknowledgment 6 staff will create a sense of recognition by using the guest s name when known in a natural and discreet manner 7 staff will speak to guests in an attentive natural and courteous manner avoiding pretension 8 staff will always appear clean crisp polished and well fitted 9 routine article delivery will occur within ten minutes from call 15 minutes in resorts 10 items will be conveniently presented and set up any item requiring plug in will be set up or offered 11 all items will be presented attractively and thoughtfully not simply handed loosely to guests 12 if maintenance is requested staff will verbally apologize for the inconvenience inquire bout a convenient time to make the repair and complete the repair in a timely manner 13 a specially printed note card will be placed in the room advising that the repair has occurred if the guest was not present why standard 10 ensures that items such as ironing boards fax machines etc are fully set up by the staff and prepared for guest use standard 11 ensures a quality presentation for delivering small items such as a tray basket etc standard 13 should include the name of the engineer a brief handwritten explanation of the specific repair a thank you and a contact number in case further assistance is required floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494916 four seasons core standards for problem resolution mission to make guests feel that their satisfaction is the most important mission of all four seasons employees including the general manager 1 phone service will be highly efficient including answered before the fourth ring no hold longer than 15 seconds or in the case of longer holds call backs offered then provided in less than three minutes 2 staff on telephone will sound calm and organized giving the guest an unhurried impression 3 during hectic or busy periods in the lobby when more than four guests are waiting at the concierge or reception a supervisor or facilitator will be on duty to greet guests and offer expedited service 4 in the event of a specific complaint the employee receiving it will listen carefully sympathetically apologize and advise the guest what actions will be taken and when 5 if a problem involves a response by others employees all details will be carefully relayed so that it is never necessary for the guest to repeat himself 6 managers are involved in each complaint to ensure satisfaction and completion 7 if a room is not ready for an arriving guest they will be advised accurately of the estimated time 8 in room not ready situations guests may be offered a pager or local only cell phone to advise them when it becomes ready and the luggage will be waiting for them in the room 9 if a room is not ready for a guest arriving before the published check in time they will be escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage 10 if a room is not ready for a guest arriving after the published check in time they will be offered the option to take advantage of luggage storage changing facilities and or comfortable lounge restaurant seating escort is provided to the preferred facility a specific time regarding room availability is communicated at a minimum a complimentary beverage is offered the escorting staff will communicate directly with the server 11 if guests experience food quality problem the offending dish will be immediately substituted and there will be no cost for the item 12 all guests who have experienced any kind of serious problem will receive a note of apology and or a telephone call from the highest level manager available with specific reference to the situation 13 staff will actively greet guests smile make eye contact and speak clearly in a friendly manner 14 staff will create a sense of recognition by using the guest s name when known in a natural and discreet manner 15 staff will speak to guests in an attentive natural and courteous manner avoiding pretension 16 staff will always appear clean crisp polished and well fitted floor supervisor housekeeping section 1 core standards copyright 2002 four seasons hotels ltd 312 944 494917 why standard 4 staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem all managers and employees should be aware of the 6 step complaint handling process to facilitate satisfactory resolution 1 listen actively 2 empathize 3 ask questions 4 offer solutions 5 follow up with fellow employees and the guest 6 tell a manager up the line standards 5 6 and 12 emphasize that staff take ownership of a problem communicate clearly to other employees to avoid repeating the same situation or worse and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolution staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem standard 5 emphasizes that staff take ownership of a problem and communicate clear to others to avoid a repeat of the same situation or worse standards 7 10 in room not ready situations receptionists must still immediately set the guest at ease and convey the sense we are happy to see you and we have been expecting you consistent with our normal check in process the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible in the interim the steps provided ensure their wait will be as comfortable as possible standard 11 ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine section 2 sequence of service floor supervisor housekeeping section 2 sequence of service copyright 2002 four seasons hotels ltd 312 944 494919 sequence of service defined our working definition of sequence of service task is the specific order that service will be given to every guest or tasks will be completed each sequence is created to consistently meet the core standards and to ensure efficient and effective service or completion of tasks all guests will receive the sequence of service tasks regardless of what the guest requests the time of day any staffing personnel or personal problems 1 understand that a if you are not directly serving a guest then you are assisting the person who is serving the guest b the sequence of service is non negotiable c the only person who can change the sequence of service is the guest not the manager or any employee d the sequence of service is based on the concept and the goals of the department the hotel and the company e implementation of sequence of service is necessary for our success and must be achieved 1oo of the time for 1oo of our guests 2 remember that a a sequence of service is written to ensure that we consistently meet the guest s needs and not the employee s needs b if you have a better way to meet our guests needs you can change a sequence of service by presenting your idea to your manager if the change is approved all employees will be informed of the change floor supervisor housekeeping section 2 sequence of service copyright 2002 four seasons hotels ltd 312 944 494920 sequence of service for inspecting a check out vacant room action of sequencecheck 1 enter the guest room 2 start from entrance move around the room 3 inspect for maintenance inspect thermostat 70 f s 68 f w 4 inspect trash bins 5 inspect bed making under bed 6 inspect dusting 7 inspect night stand closest to bathroom clock radio set alarm to 12pm radio at 92 5 night set closest to desk telephone notepad pencil inspect for cleanliness 8 move clockwise to inspect furniture check drawer liners lamps bulb wattage is 100 watts light switches windows check plants in suites second telephone desk desk pictures frames glass armoire top right drawer turndown tray television drawers bottom left drawer 2 laundry bags dockets 9 inspect closet shelves walls shoe horn clothes brush mirrors hangers 7 male 2 satin 5 female safe safe drawer bedspread bag shopping bag 10 inspect mini bar coffee maker kettle mugs amenity box ice bucket glasses 11 inspect bathroom walls door tub sink basin shower and toilet high dusting of bathroom mirror shaving mirror floor floor supervisor housekeeping section 2 sequence of service copyright 2002 four seasons hotels ltd 312 944 494921 12 inspect amenities supplies towels and robes placement 13 inspect vacuuming 14 quality check of room 15 update status on phone 16 update worksheet 17 exit room and secure door section 3 how to s 更多资料在 酒店行业宝典光盘 floor supervisor housekeeping how to s copyright 2002 four seasons hotels ltd 312 944 494923 the how to s defined our working definition of how to s of guest service is the specific method for completing every task in each department all guests will receive this level of job performance regardless of what the guest requests the time of day any staffing personnel or personal problems 1 understand that a if you are not directly serving a guest then you are assisting the person who is serving the guest b t