四季酒店集团培训手册

1、.袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿

2、蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆

3、莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃

4、螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁

5、蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈

6、薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆

7、薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃

8、蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁

9、莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈

10、螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅

11、蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀

12、蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈

13、薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅

14、蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃

15、蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀

16、螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇

17、螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅

18、蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂

19、薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀

20、薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇

21、蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅

22、荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿

23、螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇

24、蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄

25、蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节

26、蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿

27、蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇

28、蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄

29、螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁

30、虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿

31、蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆

32、薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄

33、蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄芃螇螃袀莆薀虿袀蒈螅羈衿膈薈袄羈芀螄螀羇莂薆蚆羆薅荿肄羅芄蚅羀羄莇蒇袆羄葿蚃螂羃腿

34、蒆蚈羂芁蚁羇肁莃蒄袃肀蒅蚀蝿聿膅蒂螅聿莇螈蚁肈蒀薁罿肇腿螆袅肆节蕿螁肅莄螄蚇膄蒆薇羆膃膆莀袂膃芈薆袈膂蒁莈螄膁膀蚄蚀膀芃蒇羈腿莅蚂袄膈蒇蒅螀芇膇蚀蚆芇艿蒃羅芆莁虿羁芅薄蒁袇芄 Standards TrainingForFloor supervisor.;.Table of ContentsFloor supervisor/Housekeeping Topic Page #TRAINING CHECKLIST1SECTION 1 - CORE STANDARDSCore Standards Defined7Golden Rule8Service Culture Standards 8Four S

35、easons Core Standards for Guest Room Initial Service9Four Seasons Core Standards for Guest Room daily Service11Four Seasons Core standards for Guest Room Evening Service13Four Seasons Core standards for Housekeeping/Maintenance Request15Four Seasons Core Standards for Problem Resolution16SECTION 2 -

36、 SEQUENCE OF SERVICESequence of Service Defined19Sequence for Inspecting a Check-Out/ Vacant Room20SECTION 3 - HOW TOSHow Tos Defined23Dos & Donts24How Tos for Inspecting a Check Out/Vacant Room25Additional How Tos32SECTION 4 TRAINING RESOURCESInsert all items that would be an appendices and inc

37、lude:1. Hotel Floor Diagrams2. Pictures of amenity placement3. Housekeeping report4. Safety checklist for Housekeeping5. MSDS Compliance6. Bloodborne Pathogens7. Computer application training8. Hotel Facts9. Standards TestTraining Checklistfloor supervisorName:Hire Date:Completion Date:Trainer:A tra

38、iner or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity to demonstrate your abilities. If at any time you ar

39、e uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position. Task and ResponsibilitiesDateTraineeTrainerSection 1 - Core St

40、andardsCore Standards DefinedService Culture StandardsCore Standards for Guest Room Initial ConditionCore Standards for Guest Room Daily ServiceCore Standards for Guest Room Evening ServiceCore Standards for Problem ResolutionSection 2 - Sequence of ServiceSequence of Service DefinedSequence of Serv

41、ice for Inspecting a Check out/Vacant RoomSection 3 - How TosHow Tos DefinedDos and DontsHow Tos for Inspecting a Check-Out/Vacant RoomEnter the guest roomStart from entrance move around the room Inspect the room for maintenanceInspect trash binsInspect bed making/under bedInspect dustingInspect nig

42、ht stand closest to bathroom· Clock radio set alarm to 12pm/radio at 92.5Night set closest to desk:· Telephone/notepad/pencil/Inspect for cleanliness Move clockwise to inspect· Furniture/check drawer liners· Lamps/bulb wattage is 100 watts/light switches· Windows/check plant

43、s in suites· Second telephone (desk) · Desk/chairs· Pictures (frames/glass)· Armoire (top right drawer turndown tray)· Television/CD· Drawers (Bottom left drawer 2 laundry bags/dockets)Inspect closet· Shelves· Walls (Shoe horn, Clothes brush· Mirrors·

44、; Hangers (7 male, 2 satin, 5 female)· Safe safe drawer· (Bed spread Bag/shopping bag)Inspect Mini-bar· Coffee Maker/Kettle/Mugs/Amenity Box· Ice Bucket/GlassesInspect Bathroom· Walls/door· Tub· Sink Basin, shower, toilet· High dusting of bathroom· Mirror

45、/Shaving Mirror· Floor Inspect amenities, supplies, towels and robes placementInspect vacuumingQuality check of roomUpdate status on phoneUpdate worksheetExit room and secure doorAdditional How TosInspecting an Occupied Room Special Service TimeHandling Lost and Found Telephone EtiquetteDisclos

46、ure of Information to the Public/MediaInteracting with a GuestHandling a Challenging Guest RequestProper Behavior for all StaffThe Top 10 Ways to Avoid Saying “No”Section 4 Training ResourcesInsert all items that would be an appendices and include:Hotel Floor DiagramsPictures of amenity placementsHo

47、usekeeping ReportSafety Checklist for HousekeepingMSDS ComplianceBloodborne PathogensComputer Application TrainingHotel Facts Complaint HandlingStandards TestTrainer Comments:Trainee Comments:I agree that I have been taught all of the items listed on the Training Checklist and will to the best of my

48、 ability perform each task according to Four Seasons policies and procedures.Trainee SignatureDateTrainer SignatureDateManager SignatureDate.Section 1Core Standards.;.Core Standards DefinedOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will

49、 receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All guests will receive these service Core Standards, regardless of:§ what the guest requests§ the time of day § any staffing, personnel or personal problems.

50、1.UNDERSTAND that:a)If you are not directly serving a guest, then you are assisting the person who is serving the guest.b)Core Standards of Guest Service are non-negotiable.c)The only person who can change our Core Standards of Guest Service is the guest - not the manager, or any employee.d)The Core

51、 Standards of Guest Service are based on the concept and the goals of the Department, the Hotel and the Company.e)Implementation of these Core Standards of Guest Service is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests.2.REMEMBER that:a)Core Standards of Gue

52、st Service are written to ensure that we consistently meet the guests needs, and not the employees needs.c)If you have a better way to meet our guests needs, you can change a Core Standard of Guest Service by presenting your idea to your manager. If the change is approved, all employees will be info

53、rmed of the change.When each employee consistently works by the Golden Rule, a foundation is set to successfully accomplish all Service Culture and Core Standards.Golden RuleIn all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we woul

54、d have them deal with us.Service Culture StandardsAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsSMILE Employees will actively greet guests, SMILE, and speak clearly in a friendly manner.EYEEmployees will make EYE contact, even in passing, with an acknowledgement.RECOGNITIONAll staff w

55、ill create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.VOICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.INFORMEDAll guest contact staff will be well INFORMED about their hote

56、l, their product, will take ownership of simple requests, and not refer guests elsewhere.CLEAN Staff will always appear CLEAN, crisp, well groomed and well fitted.EVERYONEEVERYONE, everywhere, all the time show their care to our guests.;Four Seasons Core Standardsfor guest room Initial condition Mis

57、sion: To create a sense of welcome, comfort and outstanding hygiene1.The guest room door will be free of scuffs, marks and nicks2.Door locks will function smoothly, and will be in excellent condition3.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 stain4.Walls, woodwork