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四季酒店集团员工培训手册英文版本.doc
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1、Standards TrainingForFloor supervisorTable of ContentsFloor supervisor/Housekeeping Topic Page #TRAINING CHECKLIST1SECTION 1 - CORE STANDARDSCore Standards Defined7Golden Rule8Service Culture Standards 8Four Seasons Core Standards for Guest Room Initial Service9Four Seasons Core Standards for Guest
2、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 - SEQUENCE OF SERVICESequence of Service Defined19Sequence for Inspecting a Check-Out/ Vacan
3、t 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 include:1. Hotel Floor Diagrams2. Pictures of amenity placement3. Housekeeping report4. Safety che
4、cklist for Housekeeping5. MSDS Compliance6. Bloodborne Pathogens7. Computer application training8. Hotel Facts9. Standards TestTraining Checklistfloor supervisorName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn ea
5、ch 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
6、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 StandardsCore Standards DefinedService Culture StandardsCore Standards for Guest Room Initial Con
7、ditionCore Standards for Guest Room Daily ServiceCore Standards for Guest Room Evening ServiceCore Standards for Problem ResolutionSection 2 - Sequence of ServiceSequence of Service DefinedSequence of Service for Inspecting a Check out/Vacant RoomSection 3 - How TosHow Tos DefinedDos and DontsHow To
8、s 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 night stand closest to bathroom Clock radio set alarm to 12pm/radio at 92.5Night set closest to de
9、sk: 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/C
10、D 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/GlassesInspect Bathroom Walls/door Tu
11、b Sink Basin, shower, toilet High dusting of bathroom Mirror/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
12、TimeHandling Lost and Found Telephone EtiquetteDisclosure 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 includ
13、e:Hotel Floor DiagramsPictures of amenity placementsHousekeeping 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 liste
14、d on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee SignatureDateTrainer SignatureDateManager SignatureDateSection 1Core StandardsCore Standards DefinedOur working definition of Core Standards of Guest Service is
15、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,
16、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 mana
17、ger, 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.REMEMB
18、ER that:a)Core Standards of Guest 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 appro
19、ved, 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 RuleIn all our interactions with our guests, customers, business associates and colleagues, we seek
20、 to deal with others as we would 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 acknowl
21、edgement.RECOGNITIONAll staff will create a sense of RECOGNITION by using the guests 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
22、 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.EVERYONEEVERYONE, everywhere, all the time show their care to our guests.Four Seasons Core Standardsfor guest r
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