客房部员工入职培训课件

Welcome!,HOUSEKEEPINGDEPARTMENT欢迎加入客房部,1,PPT学习交流,客房部宗旨,诚实成长尊敬创新热情,2,PPT学习交流,THEFULLERTONSINGAPOREPOSITIONING,UNIFYINGRICHHERITAGEANDCONTEMPORARYSTYLEINADYNAMICLOCATION,SINGAPORESOWNFULLERTONHOTELWITHPOPULARFOODANDBEVERAGECONCEPTS,DELIVEREDBYPEOPLETHATCARE.,3,PPT学习交流,GUIDINGPRINCIPLES,CustomerLoyalty:-KeytooursuccessEffectiveLeadershipandStrongTeamwork:-CriticaltodeliveringresultsSafety,SecurityandtheEnvironment:-NottobecompromisedQualitywithaProfit:-GoodbusinesssenseNurturingandCaringEnvironment:-Employeespersonalfulfillmentandprofessionalsuccess,4,PPT学习交流,“THEFULLERTONWAY”,WeareCommittedtoConsistentlyDeliverExcellenceWeconductourselvesinaProfessionalMannerFunandHumourispartofourworkplaceWetakePersonalResponsibilityforallourActionsTeamworkhasNoBoundariesWeTreatEveryonewithCareandRespectWewillAttractandRetaintheBestTalentsTakePrideinAllThatWeDoWeEmbraceandAdapttoChangeCommunicateClearlyandEffectivelytoEveryoneDoitRight.TheFirstTimeWeareEmpoweredtoMakeDecisionsCustomersaretheFocusinAllThatWeDoWeValueandRecognizeourPeopleandourCustomersWearefullofEnergyandEnthusiasmContinuousLearningandImprovementiskeytoourSuccessWeCareandSupportourCommunityWeprovideaSafeandSecureEnvironment,5,PPT学习交流,MISSIONFULLERTON,WEDELIVERLUXURYANDHOSPITALITYTHATISINTUITIVELYNATURAL,WARMANDPERSONAL.WERESPECTTRADITIONANDEMBRACEINNOVATION,CREATINGASENSEOFBELONGINGFOROURCUSTOMERSANDPEOPLE.,6,PPT学习交流,MISSIONDEPARTMENT(HOUSEKEEPING),TOPROVIDEQUALITYSERVICEWITHACLEANANDADEFECTFREEROOMFORTHEGUEST,7,PPT学习交流,HOUSEKEEPINGDEPARTMENTORGANISATIONCHART,ManagementTrainee,8,PPT学习交流,DepartmentIntroduction/GeneralRulesDosandDonts,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)JewelleryOnlyweddingring/watche)nocolored/danglingearrings,9,PPT学习交流,6.Uniforma)providedbythehotelb)toreportforworkinfulluniformwhichincludethewearingofnametag.c)uniformtochangedaily,butisissuedonanexchangebasis.d)shoesprovidedbythehotel7.SickCallsa)tocallatleast1hourbeforeshiftdutycommenceb)tovisitcompanydoctorschosenc)duringprobationaryperiod,MCsarenotrecognized.d)medicalleavecertificatesmustbesubmittedwithin48hours.OFFICEPHONENO:68778094/938.Drugandalcohola)useofalcoholand/ordrugsinhotelpremisesisstrictlyforbidden9.Smokinga)smokingonlyallowedatbreaktime,inthedesignatedareab)showareatothestaff10.MealBreaka)eachemployeeisallowed40minutesofonemealbreakpershift.11.Languagea)Englishistobespokenwhencommunicatingtoguests12.Elevatorusagea)guestelevatorsarenotallowedtouseatanytime,DepartmentIntroduction/GeneralRulesDosandDonts,10,PPT学习交流,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/GeneralRulesDosandDonts,11,PPT学习交流,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/GeneralRulesDosandDonts,12,PPT学习交流,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,13,PPT学习交流,10.Itisdangeroustostandonthesidesofwetbathtubstocleanhighareas.11.Neverletanyoneintoaguestroom.Referthepersontothefrontoffice.Ifaguestapproachesyou,inaninappropriatemannerreportimmediatelytoyoursupervisorwhowillinturnreporttothesecurity.12.Reportanysuspiciouscharactersloiteringinyourareastosecurityimmediately.Securitycheckpointext.no:8100,SAFETYRULES,14,PPT学习交流,ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE,INFORMANTOFFIREALARMThepersonwhodiscoversthefireshallimmediately:a)Raisethealarmbyactivatingthenearestfirealarm“breakglass”callpoint.b)Attempttoextinguishanyincipientfirewiththeavailablefirefightingequipmentandwithoutpersonalrisk.Orc)Automaticdetectionalarmgooffexample:smokedetectorLocationoffireexitstaircases:Infrontofroom79.Nearroom18.Infrontofroom45.,15,PPT学习交流,Incaseofafirealarm:Onhearingthefirealarmsignal,allstafftoremainintheirofficesandwaitsforfurtherinstructions.Stafftocarryonwiththeirnormaldutiesbutremainalertandcalm.,ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE,16,PPT学习交流,Incaseofevacuationannouncement:Onhearingtheevacuationsignal,HousekeepingFloorWardenswillcheckallguestrooms.FireWardenschalkondoorsofroomsalreadychecked.Toassistallguestsinleavingtheirroomsviatheescapeways.Specialattentiontobegiventodisabled/sick/elderlyguests.TheAssistantHousekeeperwillremainintheofficeandwaitsforinstructions.Guestrecordsaretobeathand.FireWardenstoensurethatallguestshavelefttheirroomsandallwindows/doorsareclosed.Donotuselifts.UsethenearestEXITstaircase.Donotrun.Donotreturnandallowgueststocollectpersonalbelongings.Assembleattherollcallstationatassemblyarea.Theassemblypointislocatedatthelawnareafrontingthehotel(acrosstheSingaporeriver,facinghotelsswimmingpool),ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE,17,PPT学习交流,ACTIONTOBETAKENINTHEEVENTOFANOUTBREAKOFFIRE,Incaseofevacuationannouncement:RollcalltobetakenforHousekeepingstaffbyExecutiveHousekeeper/AssistantHousekeeper.Dailyattendancesheet,floormasterkeystobebroughtouttoassemblypointwithHousekeepingchecklistbyHousekeepingSecretary.HousekeepingSecretarytoensurethatalldocuments,drawersarelockedbeforeleaving.Alldoorstobeclosedaseachareaisevacuated.Allpersonalcomputerstobesignedoffandalldisketteslocked.Allstaffarenottoreturntothehotelpremisesuntiltheyareinstructedtodoso.Allstaffarenottospeaktothepress.AllpressenquiriesshouldbedirectedtobeDirectorofCommunicationsorDutyManager(Night).,18,PPT学习交流,THEFULLERTONHOTELTELEPHONEETIQUETTE,OBJECTIVEtocreateanefficientandprofessionalimageToincreaseeffectivenessthroughlisteningskillsTELEPHONESTANDARDANDVERBIAGEATYOURWORKSTATIONanswerwithin3rings.GreetingsGOODMORNINGspeakwithasmileinAnnounceyourdeptnamewithHOUSEKEEPINGyourvoicesoundpride.Genuinelyinterestedintroduceyourname.THISISJOHN,OfferassistanceHOWMAYIASSISTYOUPLACINGACALLERONHOLDinformthecallerofyourintentionPLEASEALLOWMETOThecallershouldnotCHECKFORYOU,beplacedonholdforMAAM/SIR,ONEMOMENT,morethan30seconds.touchthe“hold”buttonPLEASEThankthecallerforwaitingTHANKYOUFORWAITINGOffertotakemessagewhenyouarenotabletoreachthecorrectperson.TRANSFERRINGACALLinformcallerofyourintentionIMSORRY,MAYITRANSFERYOURCALLTOMSLAI,TransferthecalltotherightextensionWHOWILLBEABLETOASSISTYOUWITHTHISWaitforananswerbeforetransferringtheENQUIRY.call.itismoreefficienttobrieflyupdatethecalledpartyonthecallersrequestpriortotransferringthecallMAKEITPERSONAL-ADDRESSYO