四季酒店集团员工培训手册英文版本.doc

Standards Training
For

Floor supervisor

Table of Contents
Floor supervisor/Housekeeping

Topic Page #

TRAINING CHECKLIST 1

SECTION 1 - CORE STANDARDS

Core Standards Defined 7

Golden Rule 8

Service Culture Standards 8

Four Seasons Core Standards for Guest Room Initial Service 9

Four Seasons Core Standards for Guest Room daily Service 11

Four Seasons Core standards for Guest Room Evening Service 13

Four Seasons Core standards for Housekeeping/Maintenance Request 15

Four Seasons Core Standards for Problem Resolution 16

SECTION 2 - SEQUENCE OF SERVICE

Sequence of Service Defined 19

Sequence for Inspecting a Check-Out/ Vacant Room 20

SECTION 3 - HOW TO’S

How To’s Defined 23

Do’s & Don’ts 24

How To’s for Inspecting a Check Out/Vacant Room 25

Additional How To’s 32

SECTION 4 – TRAINING RESOURCES

Insert all items that would be an appendices and include:
1. Hotel Floor Diagrams
2. Pictures of amenity placement
3. Housekeeping report
4. Safety checklist for Housekeeping
5. MSDS Compliance
6. Bloodborne Pathogens
7. Computer application training
8. Hotel Facts
9. Standards Test

Training Checklist
floor supervisor

Name:

Hire Date:

Completion Date:

Trainer:

A trainer 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 are 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 Responsibilities
Date
Trainee
Trainer
Section 1 - Core Standards
Core Standards Defined

Service Culture Standards

Core Standards for Guest Room Initial Condition

Core Standards for Guest Room Daily Service

Core Standards for Guest Room Evening Service

Core Standards for Problem Resolution

Section 2 - Sequence of Service
Sequence of Service Defined

Sequence of Service for Inspecting a Check out/Vacant Room

Section 3 - How To’s
How To’s Defined

Do’s and Don’ts

How To’s for Inspecting a Check-Out/Vacant Room

Enter the guest room

Start from entrance – move around the room

Inspect the room for maintenance

Inspect trash bins

Inspect bed making/under bed

Inspect dusting

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

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/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
· 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/Glasses

Inspect Bathroom
· Walls/door
· Tub
· Sink Basin, shower, toilet
· High dusting of bathroom
· Mirror/Shaving Mirror
· Floor

Inspect amenities, supplies, towels and robes placement

Inspect vacuuming

Quality check of room

Update status on phone

Update worksheet

Exit room and secure door

Additional How To’s
Inspecting an Occupied Room

Special Service Time

Handling Lost and Found

Telephone Etiquette

Disclosure of Information to the Public/Media

Interacting with a Guest

Handling a Challenging Guest Request

Proper Behavior for all Staff

The Top 10 Ways to Avoid Saying “No”

Section 4 – Training Resources
Insert all items that would be an appendices and include:

Hotel Floor Diagrams

Pictures of amenity placements

Housekeeping Report

Safety Checklist for Housekeeping

MSDS Compliance

Bloodborne Pathogens

Computer Application Training

Hotel Facts

Complaint Handling

Standards Test

Trainer 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 ability perform each task according to Four Seasons policies and procedures.

Trainee Signature Date

Trainer Signature Date

Manager Signature Date

Section 1
Core Standards

Core Standards Defined

Our working definition of Core Standards of Guest Service is the minimum level of service that every guest will 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.

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 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 Guest Service are written to ensure that we consistently meet the guest’s needs, and not the employee’s 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 informed 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 Rule
In all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us.

Service Culture Standards

All Staff should follow our S.E.R.V.I.C.E. Cultural Standards

SMILE Employees will actively greet guests, SMILE, and speak clearly in a friendly manner.

EYE Employees will make EYE contact, even in passing, with an acknowledgement.

RECOGNITION All staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.

VOICE Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.

INFORMED All guest contact staff will be well INFORMED about their hotel, 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.

EVERYONE EVERYONE, everywhere, all the time show their care to our guests.

Four Seasons Core Standards
for guest room Initial condition

Mission: To create a sense of welcome, comfort and outstanding hygiene

1. The guest room door will be free of scuffs, marks and nicks
2. Door locks will function smoothly, and will be in excellent condition
3. 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
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

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:

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.

Standards 8 & 17: Allow us to return the room to impeccable condition with each re-make without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.

Room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition.

four seasons core standards
guest room evening 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, a card will be left inviting guests to call for service
8. The rooms furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest 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