酒店培训PPT演示课件

SETTINGSTANDARDS建立标准,1,COURSEOBJECTIVE章节目标,Bytheendofthissessionyouwillbeableto在本章节结束时，您将能够:DefineastandardanddistinguishbetweenProductnotamatterofopinion有清楚的表述而非仅是观点Itallowsanyobservertosay“yes,achieved”or“standardnotachieved”任何旁观者都可以评价说“是的，达到了标准”或者“没有达到标准”BrandStandardsdifferentiatetheBrandswithinInterContinentsHotelsGroup洲际集团的各个品牌标准都不相同,BRANDSTANDARDS品牌标准,4,DEFINITIONOFA“SERVICE”STANDARD“服务”标准的定义,Thegivingofassistanceorprovisionofsomethingtoguestandstaff.Italwaysconcernswhatwedoandhowwedosomething;howweact,speak,behave“服务”标准所体现的是为客人及/或员工提供帮助，具体涉及服务的内容与方式，包括言行举止。Aservicestandardestablishesthisexactly下列是服务标准的具体陈述举例:Deliverwithin30minutes在30分钟内送到Servefromtheleft从客人的左侧服务Knock3times敲三次门,5,EXAMPLEOFASERVICESTANDARD服务标准实例,Informalrestaurant在非正式餐厅Beveragesandaperitifswillbeofferedpromptly,andservedwithin3minutesoforder“尽快在点菜后3分钟内提供饮料与开胃酒”,6,DEFINITIONOFA“PRODUCT”STANDARD“产品”标准的定义,Thesmall,tangibleitemsorthingswegiveorprovideguestswith,everyday,likeadrink,abedsheetorafaxmachineonloan服务“产品”包括我们每天为客人所提供的大小物品，例如饮料，床单或租赁的传真机Aproductstandardestablishesexactlythenumber,size,styleorquality产品标准涉及数量、尺寸、款式或质量，如：Tonicwater250ml(1)一罐250毫升的汤力水100%cottonnapkin22“x22“尺寸为22“x22“的100%全棉餐布Paddedsatinblousehanger(4)四个加垫缎面衬衣架,7,EXAMPLEOFAPRODUCTSTANDARD产品标准实例,Housekeeping客房部：ClosetRemovablehangers壁橱里的可移动衣架Woodenwithribbedtrouserbar(8)八个木制裤装衣架Woodenwithskirtclips(4)四个木制衬衫夹子Padded,satincoveredblousehangers(4)四个加垫缎面衬衣架,8,DEFINITIONOFANOPERATINGSTANDARD运作标准的定义,Thewayinwhichweoperateourdepartmentsinordertoachievethehighlevelofservicestandards为了达到高水平服务标准而管理本部门的方式Generallyoperatingstandardsrefertobackofhouseactivities-awayfromtheguest指的是远离客人的后台工作区域的总体运行标准,9,EXAMPLESOFOPERATINGSTANDARDS运行标准实例,Engineering-Energy&WaterConservation工程部节能与节水3.15HVACplantregularlymaintainedHVAC机房要定期保养3.21Cateringenergytargetssetformealproductionandmonitoring为食品加工设定的餐饮节能目标并进行监督Housekeeping-GuestContact客房部对客服务1.1Alltelephonecallswillbeansweredbeforethefourthringandguestnamewillbeusedwhereverpossible所有电话需在第四声响之前接起，如果可能，称呼客人的姓名HousekeepingCleanliness客房部-清洁1.8Housekeepingwillthoroughlyinspectallroomsaccordingtoaroomschecklistaftertheyaremade房间打扫后客房部要根据房间检查表彻底检查所有房间,10,INTERCONTINENTALHOTELSSERVICE&PRODUCTSTANDARDS洲际酒店的服务与产品标准,Focusoncustomerexpectationsinsofarasourdailyworkimpactsthem以对客服务的期望为中心，以及我们的工作带来的影响Theydonotaddressinteriordesign,architecturalortechnicalproductorpurchasingspecifications不涉及内部设计，建筑或技术产品或采购规格,11,Broad,addressthe“BigPicture”广泛，着重介绍“主要特色”Representtheminimumacceptableservicelevelscustomersexpect代表客人期望的可接受的最基本的服务水平Reflectcustomerneedsandexpectations反映客人的需求与期望Donotcoverallsituations/circumstanceswhichariseineveryhotel并不包括每个酒店出现的所有情形/环境Maybefurtherdevelopedbystandardsthatthehotelsaddtomeet/exceedcustomerexpectationswhicharespecifictotheirownproperties酒店可能会进一步提高服务标准以增加符合/超越客人具体期望的服务,CHARACTERISTICSOFBRANDSTANDARDS品牌标准的特点,12,STEPSINSETTINGBRANDSTANDARDS品牌标准建立的步骤,Levelsofcomplianceassessed,actionplanscompleted,training确定评估，完成行动计划并进行培训Standardstranslated,publishedandimplemented标准翻译完毕，公布并实施AreaManagingDirectorsreviewandapprove区域总监审阅并批准StandardsCommitteesreviews/propose标准委员会审阅/提议Service,Product,Facilities,LifeSafetyteams服务,产品,设施及安全队伍CompetitionSurveys竞争者调查Hotelcompetitors,restaurants,airlinesandotherservicebusinesses酒店同行，餐厅，航空公司及其他服务性业务Staffinvolvementandfeedback员工参与与反馈RicheyReports集思广益Focusgroups,brainstorming关注团队，头脑风暴actionplanninggroups行动计划组CustomerFeedback客人反馈Marketingandconsumerresearch,commentcards,customerPerceptionSurvey,guestfocusgroups市场与顾客调查，意见卡，顾客期望调查，关注顾客小组,13,BRANDSERVICEANDPRODUCTSTANDARDS品牌标准及服务标准,Accounting财务部Bar&Lounge酒吧与大堂吧BusinessCentre商务中心Conference&Banqueting宴会部Engineering工程部FineDining正餐餐厅Fitness健身中心FrontOffice前厅部GuestRelations客户关系Housekeeping客房部InformalRestaurant休闲餐厅Kitchen&Stewarding厨房与管事部,Laundry&DryCleaning洗衣房ManagementInformationSystems信息管理系统部MiniBars迷你吧PublicRelations公共关系Personnel人事部RoomService送餐部Sales销售部Security保安部Telephones总机Training培训部UniformedServices工装组,14,STEPSINSETTINGHOTELSTANDARDS设定酒店标准的步骤,DepartmentalStandardIssued部门标准颁布Trainingcommences实施培训StandardsapprovedbyExecutiveCommitteeandGeneralManager由总经理和行政委员会批准标准DepartmentHeadreviewsStandards部门经理审阅标准BrandStandardsreviewedagainstlocalexpectations根据本地客户的期望来审阅品牌标准CompetitionSurveys竞争者调查Otherdepartments,hotelcompetitors,servicebusinesses其他部门，酒店业竞争者，其他服务性业务Staffinvolvementandfeedback员工参与与反馈Focusgroups,brainstorming,observation,staffsurveys集思广益，头脑风暴，观察，员工意见调查Customerfeedback顾客反馈ReceivedCommentCards,CustomerPerceptionSurveys收到的意见卡，顾客期望调查BrandStandardsarereceivedfromCorporateOffice从区域总部收到品牌标准,15,EXAMPLESERVICESTANDARD&DEPARTMENTSTANDARDOFPERFORMANCE服务标准及部门标准实例,Guestsnameswillbeusedatalltimesduringallinteractionsinpersonoronthetelephone“面对客人或通过电话与客人交流时，应当始终称呼客人的姓名,16,Task14-KnockingonGuestDoor任务14-敲客房门Task17-EnteringaGuestRoom任务17-进入客房Task18-UsingTelephone任务18-使用电话Task20-AnsweringTelephone任务20接听电话Task68-GuestContact任务68联系客人,DepartmentStandardofPerformanceTrainingManual部门服务标准培训手册,17,EXAMPLETASKBREAKDOWN任务分解实例Position职位:HouseAttendant客房部服务员Task任务:Cleaningentranceandpavements/sidewalks清扫入口处及过道,18,CHARACTERISTICSOFAWELL-WRITTENSTANDARD准确书写标准的特点,Easilyunderstood易懂Describedetailedinterpersonalbehaviours描述人际间的细节行为Indicatecompleteness说明完整Canbeachievedconsistently可以持续达到Addresstimelinessasitrelatestocustomerexpectations因为与客人的期望相关，强调时间性Meetorexceedcustomerexpectations达到或超越客人的期望Includeactionverbs(hear,see,feel,taste,etc.)包含行为动词（听，看，感觉，品尝等等）Answersthequestion,“HowdoIknowwhenIvedoneitcorrectly?”回答问题：我怎么知道我已经做对了呢？