客房部员工入职培训ppt课件.ppt

Welcome HOUSEKEEPINGDEPARTMENT欢迎加入客房部 客房部宗旨 诚实成长尊敬创新热情 THEFULLERTONSINGAPOREPOSITIONING UNIFYINGRICHHERITAGEANDCONTEMPORARYSTYLEINADYNAMICLOCATION SINGAPORE SOWNFULLERTONHOTELWITHPOPULARFOODANDBEVERAGECONCEPTS DELIVEREDBYPEOPLETHATCARE GUIDINGPRINCIPLES CustomerLoyalty KeytooursuccessEffectiveLeadershipandStrongTeamwork CriticaltodeliveringresultsSafety SecurityandtheEnvironment NottobecompromisedQualitywithaProfit GoodbusinesssenseNurturingandCaringEnvironment Employees personalfulfillmentandprofessionalsuccess THEFULLERTONWAY WeareCommittedtoConsistentlyDeliverExcellenceWeconductourselvesinaProfessionalMannerFunandHumourispartofourworkplaceWetakePersonalResponsibilityforallourActionsTeamworkhasNoBoundariesWeTreatEveryonewithCareandRespectWewillAttractandRetaintheBestTalentsTakePrideinAllThatWeDoWeEmbraceandAdapttoChangeCommunicateClearlyandEffectivelytoEveryoneDoitRight TheFirstTimeWeareEmpoweredtoMakeDecisionsCustomersaretheFocusinAllThatWeDoWeValueandRecognizeourPeopleandourCustomersWearefullofEnergyandEnthusiasmContinuousLearningandImprovementiskeytoourSuccessWeCareandSupportourCommunityWeprovideaSafeandSecureEnvironment MISSIONFULLERTON WEDELIVERLUXURYANDHOSPITALITYTHATISINTUITIVELYNATURAL WARMANDPERSONAL WERESPECTTRADITIONANDEMBRACEINNOVATION CREATINGASENSEOFBELONGINGFOROURCUSTOMERSANDPEOPLE MISSIONDEPARTMENT HOUSEKEEPING TOPROVIDEQUALITYSERVICEWITHACLEANANDADEFECTFREEROOMFORTHEGUEST HOUSEKEEPINGDEPARTMENTORGANISATIONCHART ManagementTrainee DepartmentIntroduction GeneralRules DosandDon ts 1 HousekeepingOrganizationa showorganizationchartb explainfunctions workinghoursofeachdesignationc explainthereportingline2 Attendancea Showrespectiveattendancebooks sheets b Explainthefunctionandimportanceoftheattendancesheetc Emphasizesign in sign outwithuniform3 Clock in Clock outa theimportantofclockinginandoutb useonlystaffentrance4 Keycontrolandrecorda signforkeysatthestartoftheshiftfortheassignedworkareaonthelogb tosignoutthekeyattheendoftheshiftandreturnthekeytotheordertaker 5 Groominga followhotelgroomingstandardsb hair neatandcleanandoutofface longhairtotieintoabun c Dailyshoweranduseofdeodorantwhennecessary d Jewellery Onlyweddingring watche nocolored danglingearrings 6 Uniforma providedbythehotelb toreportforworkinfulluniformwhichincludethewearingofnametag c uniformtochangedaily butisissuedonanexchangebasis d shoesprovidedbythehotel7 SickCallsa tocallatleast1hourbeforeshiftdutycommenceb tovisitcompanydoctorschosenc duringprobationaryperiod MC sarenotrecognized d medicalleavecertificatesmustbesubmittedwithin48hours OFFICEPHONENO 68778094 938 Drugandalcohola useofalcoholand ordrugsinhotelpremisesisstrictlyforbidden9 Smokinga smokingonlyallowedatbreaktime inthedesignatedareab showareatothestaff10 MealBreaka eachemployeeisallowed40minutesofonemealbreakpershift 11 Languagea Englishistobespokenwhencommunicatingtoguests12 Elevatorusagea guestelevatorsarenotallowedtouseatanytime DepartmentIntroduction GeneralRules DosandDon ts 13 Washroomsa guestroomstoiletandpublicareatoiletsarenotallowedtouseb useonlystafftoiletsatbasement114 Rostera willbepostedonnoticeboardinhousekeepingoffice15 Changingofshifta needtofillupchangeshiftformwithbothpartysignaturesb submittohousekeeperatleast2daysbeforetherequesteddate 16 Annualleavea allhousekeepingassociatesareencouragedtoplantheirannualleave Explainurgentleaveprocedure tocallatleast2hourbeforeshiftstarts tosigntheleaveformfirstdayreturntowork 17 Workareaa notallowtobeoutofassignedareaduringworkinghours Needtoinformshiftleaderifneedtodoso b novisitorisallowedintheworkarea 18 TV Radio Telephonea notallowtowatchTV radio useguestphonewhileworkingb guestroomphoneforinternalcallse g Updatingroomstatus c touseemployeepayphoneatbasement1d nopersonalcallsatwork unlessinthecaseofemergency19 Integrity Honestya eachemployeeisexpectedtotakeprideinhisjobandtobehonestatalltimes DepartmentIntroduction GeneralRules DosandDon ts 20 Tipsa Moneyleftonthebedorpillowcanbedeemedasatipfortheroomattendantonly Moneyleftinanyotherpartoftheroomisnottoberemovedbytheroomattendant Ifmoneyisremovedbytheroomattendantfromanywhereelseintheroom itwillbedeemedastheft Theftwarrantsimmediatedismissal AnytipsleftbehindbytheguesttothevalueofmorethanS 10 foroneroom roomattendanthavetowritedownatthemaidreportandinitiatebyshiftleaderorassistanthousekeeper 21 LostandFounda anyitemsleftbehindbytheguestshouldbebroughtdownaslostandfounditem Donotthrowawayanyitems astheroommightbearoomchange b toimmediatelyinformtotheordertakerifyoufoundanylostandfoundintheroomc ifitemisfoundafter11pm bringtheitemtothefrontdeskd recordyourname wherefoundandalsothedate e anyitemsthatisnotclaimedafterthreemonths canbeclaimedbythefounder f Perishablefooditemsshallbeheldfor2daysafterwhichitshallbedisposed g Allunopenedbeverage liquorshallbehandledasperprocedure Openedbeveragecontainersshallbedisposedafter2days h Itemsofvaluelikemoney jewellery passportshallbehandedtothehousekeepingManageronduty TheDutyManagershallbeinformedanduponcompletionofthenecessaryforms theitemshallbekeptintheFrontOfficesafe22 Valuableitemsattheoccupiedrooms a AnyvaluableitemslikeHandphne Money Camera PassportetcshouldbereportedtoOrderTaker b OrderTakerwillthenlistdowntheitemsinformedbyRa ThelistwillbegiventotheDutyManageraftertheshiftoftheOrderTaker DepartmentIntroduction GeneralRules DosandDon ts SAFETYRULES 1 Allaccidentsmustbereportedtoshiftleaderimmediately nomatterhowminor 2 Workinasafemannerasyouwereshownduringtraining Ifyouareunsure askyourshiftleader 3 Alwaysputawayequipmentneatlyandcleanwhennotinuse Donotblockwalkwaysandexits 4 Alwayscheckelectricalequipmentforexposedcablesandbrokenplugs Donotuseunsafeequipment 5 Anybrokenequipmentandfurnituremaycauseaccidents Removetheitemforuseandreporttoyourshiftleader 6 Ifanyloadseemstooheavytolift gethelp 7Usealadderforheightyoucannotreach Alwayscheckthata theladderissafebeforesteppingonit b seethattheladderisfirmlyplacedonthegroundc itisdangeroustoreachtoofar toohighwhenstandingonaladder 8 Beforeremovinglinenalwayscheckforlostitems 9 Alwaysholdwastebinsbythesideandemptyintoplasticbag Donotputhandsintowastebinstoavoidanyaccidents 10 Itisdangeroustostandonthesidesofwetbathtubstocleanhighareas 11 Neverletanyoneintoaguestroom Referthepersontothefrontoffice Ifaguestapproachesyou inaninappropriatemannerreportimmediatelytoyoursupervisorwhowillinturnreporttothesecurity 12 Reportanysuspiciouscharactersloiteringinyourareastosecurityimmediately Securitycheckpointext no 8100 SAFETYRULES ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE INFORMANTOFFIREALARMThepersonwhodiscoversthefireshallimmediately a Raisethealarmbyactivatingthenearestfirealarm breakglass callpoint b Attempttoextinguishanyincipientfirewiththeavailablefirefightingequipmentandwithoutpersonalrisk Orc Automaticdetectionalarmgooffexample smokedetectorLocationoffireexitstaircases Infrontofroom79 Nearroom18 Infrontofroom45 Incaseofafirealarm Onhearingthefirealarmsignal allstafftoremainintheirofficesandwaitsforfurtherinstructions Stafftocarryonwiththeirnormaldutiesbutremainalertandcalm ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE Incaseofevacuationannouncement Onhearingtheevacuationsignal HousekeepingFloorWardenswillcheckallguestrooms FireWardenschalkondoorsofroomsalreadychecked Toassistallguestsinleavingtheirroomsviatheescapeways Specialattentiontobegiventodisabled sick elderlyguests TheAssistantHousekeeperwillremainintheofficeandwaitsforinstructions Guestrecordsaretobeathand FireWardenstoensurethatallguestshavelefttheirroomsandallwindows doorsareclosed Donotuselifts UsethenearestEXITstaircase Donotrun Donotreturnandallowgueststocollectpersonalbelongings Assembleattherollcallstationatassemblyarea Theassemblypointislocatedatthelawnareafrontingthehotel acrosstheSingaporeriver facinghotel sswimmingpool ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE Incaseofevacuationannouncement RollcalltobetakenforHousekeepingstaffbyExecutiveHousekeeper AssistantHousekeeper Dailyattendancesheet floormasterkeystobebroughtouttoassemblypointwithHousekeepingchecklistbyHousekeepingSecretary HousekeepingSecretarytoensurethatalldocuments drawersarelockedbeforeleaving Alldoorstobeclosedaseachareaisevacuated Allpersonalcomputerstobesignedoffandalldisketteslocked Allstaffarenottoreturntothehotelpremisesuntiltheyareinstructedtodoso Allstaffarenottospeaktothepress AllpressenquiriesshouldbedirectedtobeDirectorofCommunicationsorDutyManager Night THEFULLERTONHOTELTELEPHONEETIQUETTE OBJECTIVEtocreateanefficientandprofessionalimageToincreaseeffectivenessthroughlisteningskillsTELEPHONESTANDARDANDVERBIAGEATYOURWORKSTATIONanswerwithin3rings GreetingsGOODMORNINGspeakwithasmileinAnnounceyourdeptnamewithHOUSEKEEPINGyourvoice soundpride Genuinelyinterestedintroduceyourname THISISJOHN OfferassistanceHOWMAYIASSISTYOUPLACINGACALLERONHOLDinformthecallerofyourintentionPLEASEALLOWMETOThecallershouldnotCHECKFORYOU beplacedonholdforMA AM SIR ONEMOMENT morethan30seconds touchthe hold buttonPLEASEThankthecallerforwaitingTHANKYOUFORWAITINGOffertotakemessagewhenyouarenotabletoreachthecorrectperson TRANSFERRINGACALLinformcallerofyourintentionI MSORRY MAYITRANSFERYOURCALLTOMSLAI TransferthecalltotherightextensionWHOWILLBEABLETOASSISTYOUWITHTHISWaitforananswerbeforetransferringtheENQUIRY call itismoreefficienttobrieflyupdatethecalledpartyonthecaller srequestpriortotransferringthecallMAKEIT