洲际酒店建立标准

EXAMPLE OF A PRODUCT STANDARD 产品标准实例
Housekeeping 客房部：
Closet Removable hangers 壁橱里的可移动衣架
Wooden with ribbed trouser bar (8) 八个木制裤装衣架
Wooden with skirt clips (4) 四个木制衬衫夹子
Padded, satin covered blouse hangers (4) 四个加垫缎面衬衣架
•It is what our customers expect in each Brand 是我们的客人对每个品牌的期望
•It is clearly stated; not a matter of opinion 有清楚的表述而非仅是观点
•It allows any observer to say “yes, achieved” or “standard not achieved” 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”
SETTING STANDARDS 建立标准
COURSE OBJECTIVE 章节目标
By the end of this session you will be able to 在本章节结束时，您将能够:
Define a standard and distinguish between Product & Service Standards 定义标准及产品和服务标准之间的区别
•Brand Standards differentiate the Brands within InterContinents Hotels Group 洲际集团的各个品牌标准都不相同
DEFINITION OF A “SERVICE” STANDARD “服务”标准的定义
The giving of assistance or provision of something to guest and staff. It always concerns what we do and how we do something; how we act, 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。
A service standard establishes this exactly 下列是服务标准的具体陈述举例:
Deliver within 30 minutes 在30分钟内送到
Serve from the left 从客人的左侧服务
Knock 3Hale Waihona Puke Baidutimes 敲三次门
EXAMPLE OF A SERVICE STANDARD 服务标准实例
The small, tangible items or things we give or provide guests with, every day, like a drink, a bed sheet or a fax machine on loan 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
Informal restaurant 在非正式餐厅
"Beverages and aperitifs will be offered promptly, and served within 3 minutes of order" “尽快在点菜后3分钟内提供饮料与开胃酒”
DEFINITION OF A “PRODUCT” STANDARD “产品”标准的定义
List the action steps to follow when setting & implementing standards in your Department 列出在本部门设定及实施标准时遵循的行动步骤
Write a standard 写出一个标准
DEFINITION OF A “STANDARD“ 标准的定义
Explain the differences between Brand, Hotel and Department Standards 解释品牌，酒店及部门之间的区别
Explain the Characteristics of a well written standard 解释书写完整良好的标准的特征
A statement describing the required product or service against which actual performance can be measured. 对需要的产品或服务的陈述，其实际工作表现可以被衡量
A standard establishes exactly what our customers should receive, for example 标准确立了我们应当为客人提供的服务，例如:
A greeting with a smile 带着微笑的问候
A bar of soap 一条香皂
No burnt out light bulbs 没有烧坏的灯泡
BRAND STANDARDS 品牌标准
These standards allow us to measure whether we achieved the standard. It has the following characteristics 标准衡量我们的服务是否达到了要求，其具有如下特征：
A product standard establishes exactly the number, size, style or quality 产品标准涉及数量、尺寸、款式或质量，如：
Tonic water 250ml (1) 一罐250毫升的汤力水 100% cotton napkin 22“ x 22“ 尺寸为22“ x 22“ 的100% 全棉餐布 Padded satin blouse hanger (4) 四个加垫缎面衬衣架