酒店管理会所__四季酒店集团培训手册
四季酒店客房培训资料
客人抵达酒店，行李生协助客 人办理入住手续。
客人进入客房前，客房服务员 向客人介绍房间设施和使用方
法。
客人入住后，服务员提供房间 清洁和整理服务，确保房间卫
生和整洁。
客房服务规范与标准
服务员态度热情友好，具备良好的沟通技巧和语言表 达能力。
卫生清洁干净，包括地面、桌面、卫生间等，保持无 尘、无异味。
2023
四季酒店客房培训资料
目录
• 酒店客房概述 • 客房基本技能与知识 • 客房接待与服务 • 客房安全与应急处理 • 案例分析与讨论 • 培训计划与实施
01
酒店客房概述
酒店客房的重要性
1
酒店的核心业务之一，提供住宿服务是酒店最 基本的功能。
2
客房的卫生、安全、舒适程度直接影响客人的 入住体验和满意度。
员工安全与操作规范
高空作业安全
在进行高空清洁、维修等作业时，必须使用安全带和安全网，严禁站在栏杆上工 作。
清洁剂使用安全
使用清洁剂时应注意避免化学中毒，如戴手套、口罩等，严禁直接接触皮肤。
05
案例分析与讨论
成功案例分享与学习
成功案例1
某客房服务员在清理房间时，发现客人需要一双儿童拖鞋， 及时上报并协助解决，提升了客户满意度。
成功案例2
某客房服务员在整理房间时，发现客人在看书，主动提供阅 读灯建议，并告知客人酒店图书馆的位置，使客人感受到贴 心服务。
问题分析与解决方案
问题分析1
解决方案1
房间内物品缺失或损坏，导致客人不满。
定期检查房间内物品是否齐全、完好，如有 缺失或损坏及时补充或维修。
问题分析2
客房内卫生不达标，引起客人投诉。
智能化服务
酒店管理培训手册
《培训手册》目录第一章酒店概况第二章酒店基本知识第三章酒店意识第四章服务心理第五章行为规范第六章安全消防常识及食品卫生知识第七章电话接听与服务第八章培训管理规定第一章酒店概况◆某某酒店坐落于某市开发区，距市中心仅有三公里，按照国际四星级酒店标准设计、建造、装潢、配备，是一家综合性能极强的涉外商务酒店。
酒店采用园林式建筑风格，以奥运会奖杯为造型拥有八幢别具特色的楼体组成，一栋主楼，三栋客房楼，一栋总统楼，一栋贵宾楼，一栋会议中心，一栋餐饮康乐中心。
占地110亩，建筑面积达48000平方米，建有各式精致舒适的豪华客房218间(套)，包含普通客房、总统套房和贵宾套房。
豪华宽敞的多功能宴会厅，超凡脱俗的中餐贵宾房，帝王气派的总统套房，先进的康娱设备，得天独厚的天然温泉浴，充满神秘激情的大富豪夜总会，专业时尚而舒适的柏丽斯香熏桑拿中心和美容美发中心……软件建设方面，酒店本着“唯真至美、唯美至善”的服务宗旨，学习借鉴国内外酒店的先进管理经验，提高酒店全面质量管理，结合酒店实际情况，建立了一套合理专业的组织架构，通过严格的培训，强化训练，如酒店每季度举办员工生日会，给过生日员工送上精美的礼品，每月一日在温泉广场举办升旗仪式，加强爱国主义及集体主义教育，定期举办优秀员工的评选等活动努力加快酒店文化建设的步伐，形成具有独具特色、充满了生命力的品牌酒店。
◆酒店各部门的主要职能如下：1、行政办（又称总经理办公室）（Executive Office）总经理办公室在总经理对酒店实行经营管理过程中，起着重要的沟通上下、联系左右、协调内外的作用。
具体负责各类文件的打印、收发、归档工作，负责处理各类往来信函、电传、电报，及时上传下达，接听电话并做留言记录，为总经理出差办理预定机票、订房等具体事宜，安排酒店高级管理人员值班表，安排提供酒店内部用车，做酒店各种例会的会议纪要及发放工作。
TEL：16892、人力资源部(Human Resource Department)人事部的主要工作是围绕着酒店的经营和管理这个中心展开的，通过招聘、录用、选拔、调配、流动、考核、奖惩、工资福利、劳动保险、劳动争议处理等各项管理活动，谋求人与事的科学结合和人与人之间的紧密结合。
四季酒店培训手册
培训手册客房服务员培训目标培训计划总体目标：客房服务员的上岗简介培训具体目标：熟记并理解：?酒店及部门的政策?酒店及部门的标准?部门在酒店中的角色及职责?部门内的安全程序能够做到：?完成每个岗位各自的职责?熟悉部门内所有的设备?尽量发挥每种工具的功能，使每位客人在驻店期间得到最大的满足其他的计划：目标日期是指在你培训期间，你可以在有限的指导下完成列举的任务，并取得令人满意的结果。
服务文化标准仪容仪表标准客房部的着装标准1.女士着装?头发干净、整齐。
头发过肩应扎起。
只能用全黑的发夹或发饰?避免过多的首饰?要化淡妆2.男士着装?不可以留胡子。
男士每天工作前要剃须。
?男员工不可以戴耳环。
?男员工的发梢要在衬衣领的上方、耳朵的后面。
3.总体?每天洗澡、指甲整洁干净，双手干净，口气清新，身上无异味?四季酒店的名牌应该佩戴在制服的左上方。
?男士着黑袜；女士着肉色袜。
?鞋子黑色。
?制服应该干净、熨烫好并穿戴整齐。
酒店简介酒店平面图房型介绍不能放置加床的房间不能开窗的房间禁烟楼层6楼-10楼18楼-25楼28楼-32楼残疾人房餐饮服务点可通往阳台的房间618- 1118有阳台但不能打开阳台门的房间601-1101客房部核心标准核心标准：定义我们定义的服务核心标准的是每一个位客人从进店后到离店前将受到的最基本的服务。
所有的客人都会受到这些服务，无论是：? 客人提出何种要求? 客人何时进店? 客人何时提出要求，或? 存在任何员工自身的问题?衣架12.清理浴室?做清洗冲淋房的准备工作?做清洗面盆、浴缸和坐便器的准备工作?浴室高处擦灰?水槽/面盆?坐便器?镜子?清洗冲淋房?清洗地面13.日用品、供应品、毛巾和浴袍的补充14.检查整个房间的清洁质量15.整个房间吸尘16.通过电话更新客房的状态17.退出房间，关上门18.在工作单上更新房态般的安全提示好的安全要求有足够的重视去防止意外事故和危险。
客房部有很多潜在潜在的危险，下面是在该部门内工作的所有员工应该注意的一些安全提示。
酒店管理会所__国际酒店培训资料
亲爱的员工：真诚地欢迎您成为本会所这个大家庭的一员，相信您的加入能给这个大家庭注入新的活力！每一位本会所的成员都有接受培训的义务和权力，新入职员工更是如此。
为此，我们特编了这本入职培训大纲，相信更有助于您的学习。
培训大纲一、培训要求、安排及员工见面（略）二、总经理致词三、会所组织构架及主要管理人员介绍1、会所组织构架（见附表）；2、主要管理人员介绍（略）四、员工手册（附后）五、形体训练1 员工仪容仪表要求：A外表·保持干净整洁和高标准的个人卫生，每天洗澡，避免异味，早晚刷牙，饭后漱口，避免口臭。
·保持双手和指甲清洁，指甲要经常修剪，长度不超过1毫米，员工不可涂带颜色的指甲油。
·头发要干净，修剪整齐，不要遮挡眼和耳朵。
男员工不得留鬓角，后面头发不得超过衣领。
女员工超过肩部的头发在工作时必须用深色发卡，发网扎起来，禁止将头发染成前卫色系和前卫发型。
·可戴一只保守型手表，一只婚戒，女员工可戴一条项链，一幅非坠式耳环。
·化妆要得体(淡妆)，香水要使用得当（不刺鼻）。
B 个人服装被允许着个人服装的员工应遵守以下规定：·着装应体现出职业化，并适合会所的工作环境。
·标准男女着装：西服套装及领带。
·女员工着装应体现出潇洒大方和职业化，裙子长度不可短于膝上10公分，不可穿着无袖上衣。
·袜子按不同岗位要求穿着，男：黑色，女：肉色，袜子顶端不得露于裙外。
·根据会所规定，穿着合适的工作鞋，皮鞋要擦亮，布鞋要保持干净。
2 姿势要求1）坐姿： 离坐或入坐应轻，不要突然，以免弄出声音，或引起客人不必要的惊慌。
头：不要左顾右盼，摇头晃脑，闭目养神，频繁转头，若与别人交谈时，应用眼睛注视对方。
不要将书放在桌子下面偷看，客人看到以为你对工作没有兴趣，不要试图将头枕臂上或趴在桌上。
身体：身体坐端正，不要左歪右斜，不宜后仰，歪向一边。
手：双手可放于腿上，不应双手抱头、膝盖，以手摸脚或双手放于两腿之间等等。
四季酒店集团员工培训手册(英文版本)(DOC 46页)
Standards TrainingFor更多资料在资料搜索网( ) 海量资料下载F LOOR SUPERVISORT ABLE OF C ONTENTSF LOOR SUPERVISOR/H OUSEKEEPINGT OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDSCore 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 SERVICESequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’SHow To’s Defined23 Do’s & Don’ts24 How To’s for Inspecting a Check Out/Vacant Room25 Additional How To’s32 SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel Facts9.Standards TestT RAINING C HECKLISTFLOOR SUPERVISORName: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.( )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 DateTrainer Signature DateManager Signature DateS ECTION 1C ORE S TANDARDSC ORE S TANDARDSD EFINEDOur 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 isserving 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 theDepartment, the Hotel and the Company.e) Implementation of these Core Standards of Guest Service is necessary for oursuccess 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 theguest’s needs, and not the employee’s needs.c) If you have a better way to meet ou r guests’ needs, you can change a Core Standardof 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 successfullyaccomplish all Service Culture and Core Standards.G OLDEN R ULEIn 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.S ERVICE C ULTURE S TANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsS MILE Employees will actively greet guests, SMILE, and speak clearly ina friendly manner.E YE Employees will make EYE contact, even in passing, with anacknowledgement.R ECOGNITION All staff will create a sense of RECOGNITION by using the guest'sname, when known, in a natural and discreet manner.V OICE Staff will speak to guests in an attentive, natural and courteousmanner, avoiding pretension and in a clear VOICE.I NFORMED All guest contact staff will be well INFORMED about their hotel,their product, will take ownership of simple requests, and not referguests elsewhere.C LEAN Staff will always appear CLEAN, crisp, well groomed and wellfitted.E VERYONE EVERYONE, everywhere, all the time show their care to ourguests.F OUR S EASONS C ORE S TANDARDSFOR GUEST ROOM I NITIAL CONDITIONMission: 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 wearand loose seams and threads; and will be completely free of debris and stain4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5. Furniture will be in very good condition, free of visible wear, and will be completely free ofdebris and stain6. Windows and glass doors will be completely clean inside, including sills and frames7. Windows and glass doors will operate smoothly and easily, and lock securely8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust9. All shelves and drawers throughout the room will be completely free of dust and debris10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2on double beds)11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever12. Entire room is fresh and odor-free and gives an impression of good ventilation13. Temperature controls are simple to use and have quick effectiveness in changing roomtemperature14. Room collateral will include Four Seasons directory, Guest Services directory, gueststationery, jogging map, guest questionnaire and room service menu, all in excellentcondition15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided16. Periodicals will include at least Four Seasons (Regent) magazine and a popular localmagazine, all current issues and in excellent condition17. Televisions and radios will be in good, clean condition, function conveniently (includingremotes), and TV channel directory will be prominently available18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19. Mirrors throughout the room will be spotlessly clean, and in excellent repair20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22. Drains will function smoothly and drain quickly23. Taps will function smoothly and provide for firm water pressure in all fixtures24. Grout and caulk will be in excellent repair, and will not show any discoloration25. Lighted shaving mirrors will be installed in each bathroom, and general bathroomillumination will be superior for make-up purposes26. The bathroom amenities will be invitingly and conveniently displayed27. A night light or under-counter vanity light will be provided in all bathrooms. All rooms willhave a CD player, with additional CDs available through the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:F OUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: 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 friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at whichtime, a phone call will be placed to the r oom 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 sponsoredcollateral, 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 orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plainview; guest’s personal papers will not be disturbed in any way11. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust; ashtrays emptied13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever, with fresh sheeting daily14. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired for shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7:Recognizes a guest’s right to priv acy, 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 STANDARDSGUEST ROOM EVENING SERVICEMission: 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 friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8. 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 orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plainview; guest personal papers will not be disturbed in any way11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf orcabinet12. Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room,if separate)13. Clock angled to face the bed; TV remote and TV directory placed bedside14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form,shoeshine bag, and newspaper card15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired on shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18. Turndown service will be available to begin within ten minutes after guest specifically callsfor serviceWhyStandard 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 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionH OUSEKEEPING &M AINTENANCE R EQUESTMission: To provide responsive and immediate service1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner4. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment6. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8. Staff will always appear clean, crisp, polished, and well fitted9. Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10. Items will be conveniently presented and set up - any item requiring plug-in will be set up(or offered)11. All items will be presented attractively and thoughtfully, not simply handed loosely toguests12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bouta convenient time to make the repair, and complete the repair in a timely manner.13. A specially printed note card will be placed in the room advising that the repair has occurred,if the guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest useStandard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.) Standard 13: Should include the name of the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.PROBLEM RESOLUTIONMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. During hectic or busy periods in the lobby, when more than four guests are waiting at theconcierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4. In the event of a specific complaint, the employee receiving it will listen carefully,sympathetically, apologize and advise the guest what actions will be taken, and when5. If a problem involves a response by others employees, all details will be carefully relayed,so that it is never necessary for the guest to repeat himself6. Managers are involved in each complaint to ensure satisfaction and completion.7. If a room is not ready for an arriving guest, they will be advised accurately of the estimatedtime8. In room-not-ready situations, guests may be offered a pager or local-only cell phone toadvise them when it becomes ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published check-in time, they willbe escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10. If a room is not ready for a guest arriving AFTER the published check-in time, they will beoffered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. The escorting staff will communicate directly with the server.11. If guests experience food quality problem, the offending dish will be immediatelysubstituted, and there will be no cost for the item12. All guests who have experienced any kind of serious problem will receive a note of apologyand/or a telephone call from the highest level manager available, with specific reference to the situation13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner14. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16. Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem.All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1. Listen Actively2. Empathize3. Ask Questions4. Offer Solutions5. Follow-up with fellow employees and the guest6. Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem.Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse.Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease and convey the sense "we are happy to see you and we have been expecting you". Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.S ECTION 2S EQUENCE OF S ERVICES EQUENCE OF S ERVICE D EFINEDOur working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, 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 isserving the guest.b) The Sequence of Service is non-negotiable.c) The only person who can change the Sequence of Service is the guest - not themanager, or any employee.d) The Sequence of Service is based on the concept and the goals of the Department,the Hotel and the Company.e) Implementation of Sequence of Service is necessary for our success, and must beachieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A Sequence of Service is written to ensure that we consistently meet the guest’sneeds, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a Sequence ofService by presenting your idea to your manager. If the change is approved, allemployees will be informed of the change.S EQUENCE OF S ERVICEF OR INSPECTING A CHECK-OUT/VACANT ROOMS ECTION 3 H OW T O’ST HE H OW T O’S D EFINEDOur working definition of How To’s of Guest Service is the specific method for completing every task in each department. All guests will receive this level of job performance, 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 isserving the guest.b) The How To’s of Guest Service are non-negotiable.c) The only person who can change the How To’s of Guest Service is the guest - notthe manager, or any employee.d) The How To’s of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of How To’s of Guest Service is necessary for our success and mustbe achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A How To’s of Guest Service is written to ensure that we consistently meet theguest’s needs, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a How To’s ofGuest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.HOUSEKEEPINGDo’s & Don’ts[Change these based on department. Reinforce first impression and Service Culture Standards] Do’s1.Smile at the guest – it makes a lasting impression.e the guest’s name – this gives a sense of belonging and recognition.3.Give your undivided attention to each guest.4.Have a positive attitude – even in difficult situations.5.Work efficiently and professionally.6.Anticipate guest’s needs.e proper verbiage and descriptive words.municate with team members when you need assistance.9.Take ownership of guest requests and complaints.10.Always be neatly presented and comply with grooming guidelines.Don’tsSay “NO.” 更多资料在资料搜索网( ) 海量资料下载1.2.Ignore guests when you are on the telephone – acknowledge them with a smile and eyecontact.3.Argue with a guest.4.Be pretentious when talking to a guest – be natural but courteous.5.Congregate in groups talking.6.Move slowly – it looks terrible.7.Ever say “that’s not my job” – give the guest the impression that you care and will assistthem.e to work with a poor attitude – guests will notice it and your co-workers hate it.9.Ignore instructions from your supervisors/managers.H OW TO’SNote:•All of the items that are bolded under a TASK are Core Standards.•All the phrases that are in italics are recommended phrases to use.INSPECTING A CHECK-OUT/VACANT ROOMTASK 1.ENTER THE GUEST ROOMa)When entering a room, follow the steps below:•Knock on the door or ring doorbell•Wait six seconds for response•Knock or ring doorbell again•If no response, insert key•Open door six inches/six centimeters•Place head inside the door.•Announce yourself, “Housekeeping, Good morning”•If no response, open door and enter room, place door sign on front door. Close door behind you.•If guest responds, enquire of another service time.•Pl ace the “We Are Servicing Your Room” sign on door knob.•Enter room•If guest is present once you enter the room, apologize for disturbance and offer enquire of another service timeb)Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do notaccess the roomc)Door locks will function smoothly, and will be in excellent condition.d)Staff will actively greet guests, smile, make eye contact and speak in clearly, in afriendly manner.e)Staff will always appear clean, crisp, polished and well fitted.f)Staff will speak to guests in attentive, natural and courteous manner, avoidingpretensiong)In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, atwhich time a phone call will be placed to the room by a supervisor to determine guest’s needs; if the phone is not answered, the room will be serviced.TASK 2.START FROM ENTRANCE - MOVE AROUND THE ROOMa)Inspect the door•Frame, threshold, peephole, hinges•Fresh DND sign on doorknob•Lights – Ceiling light and mini-bar activated by switch•Safety directions with frame free of dust•Door bolt clear of scuff marks (interior & exterior)•Dead bolt is working properlyb)The guest room door will be free of scuffs, marks and nicksc)Door locks will function smoothly, and will be in excellent condition.d)Walls, woodwork and ceilings will be in very good condition, free of nicks, marks andsoil.e)Test air conditioning on high and check if the fan does not make any excessive noise Thethermostat on the air conditioner should be set correctlyf). Temperature controls are simple to use and have quick effectiveness in changingroom temperatureg)Check for room smells of odors, including cigarettes or cigars, spray with air freshener orcall Housekeeping for the ozone machine. Open windows to air, if applicableh)Entire room is fresh and odor-free and gives an impression of good ventilationTASK 3.INSPECT ROOM FOR MAINTENANCEa)Check the following items before inspecting the room:•Turn on all lights, check for blown bulbs etc.•Turn on television and radio to see if clear picture and sound.•Check all telephone lines in rooms that they are in working condition.•Turn on air-conditioning and check all speeds – (check temperature).The thermostat on the air conditioner should be set correctly•Open all curtains and check for tears, rips or stains.•Check appearance of bathroom - check for mould•Check shower nozzle•Flush toilet - check•Open wardrobe doors – check•Check that safe is open.。
四季酒店集团培训
WHEN? WITHIN 5 WEEKS
HOW? 2-day session
FOUR SEASONS
GRADUATION
A celebration of becoming a “Four Seasons” WHAT? family member.
WHEN? AFTER 90 DAYS
HOW? A fun event, TBD!
Katie's goal is to ensure Four Seasons continues to be the best in all area of our business - the first choice for guest and customers, the number one builder of value for hotel owners and the best employer for you, our valued employees.
WHAT WE
BELIEVE
HOW WE
BEHAVE
WE DEMONSTRATE OUR BELIEFS MOST
MEANINGFULLY IN THE WAY WE TREAT EACH OTHER
AND BY THE EXAMPLE WE SET FOR ONE ANOTHER. CERTAIN VALUES OR PRINCIPLES GUIDE OUR BEHAVIOR TOWARDS OUR CUSTOMERS, BUSINESS ASSOCIATES AND EACH OTHER. THESE VALUES AND PRINCIPLES PROVIDE A YARDSTICK: TO MEASURE EACH OTHER; TO GIVE A SENSE OF HOW TO BEHAVE; AND TO KNOW WHAT IS REQUIRED OF US. WE REWARD EXCEPTIONAL SERVICE.
酒店基础培训手册
4什么是10－５-F－L标准？
１05FＬ的基本含义是：饭店人员主动招呼客人，热情微笑，有问候语和
道别语；
10-—距离客人1０步，向客人点头微笑致意；
５-—距离客人５步，向客人礼貌问候；可以说：您好！早上好！晚上好！
Goｏdｍｏrning！/Gooｄeｖｅnｉnｇ！欢迎光临！Weｌcoｍe！等)
客人：一份早餐.
服务员：好的,请问您是付现金还是转帐。
客人：转帐。
服务员:先生，请出示您的房卡。……．谢谢。房卡请您保管好.
(双手递送房卡）
服务员：请您在转帐单上签字认可,需要转入餐费XX元。……谢谢。
服务员:这是您的早餐券，祝您用餐愉快!
宾客续住
服务员：您好，请问有什么可以帮您的吗?
客人:我要续住.
（及时通知工程人员对原房间进行检查维修)
叫醒服务
服务员：(看电话来电显示，判断电话来自哪里）(电话响3声内接起）“您好，前台”
客人：叫醒服务。
服务员：好的,请问是8４07房间吗?
客人：对
服务员：请问您的全名？
客人：李云
服务员：请问您需要几点叫醒？
客人：明早7:30
服务员：好的,李先生/小姐，给您复述一下:84０７房间明早3月２4日７:30
过了您的业务范围或能力范围，应如何处理?
立即向客人打招呼“先生/小姐请稍等,我请示一下"
马上向您的同事或上级求援；
在尽可能短的时间里给予客人反馈；
切忌随意拒绝客人，切忌一声不吭；
12如果您是新员工,对客服务时应注意什么?
时刻保持仪表仪容规范、行为得体、面带微笑、向每位客人打招呼。是
您的态度而不是能力,决定了您能否真正成为一名汉喜鹊的正式员工;
四季酒店集团培训手册
Standards TrainingForF LOOR SUPERVISORT ABLE OF C ONTENTSF LOOR SUPERVISOR/H OUSEKEEPINGT OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDSCore 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 SERVICESequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’SHow To’s Defined23 Do’s & Don’ts24 How To’s for Inspecting a Check Out/Vacant Room 25 Additional How To’s32 SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel Facts9.Standards TestT RAINING C HECKLISTFLOOR SUPERVISORName: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.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 DateTrainer Signature DateManager Signature DateS ECTION 1C ORE S TANDARDSC ORE S TANDARDSD EFINEDOur 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 isserving 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 theDepartment, the Hotel and the Company.e) Implementation of these Core Standards of Guest Service is necessary for oursuccess 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 theguest’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 Standardof 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 successfullyaccomplish all Service Culture and Core Standards.G OLDEN R ULEIn 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.S ERVICE C ULTURE S TANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsS MILE Employees will actively greet guests, SMILE, and speak clearly ina friendly manner.E YE Employees will make EYE contact, even in passing, with anacknowledgement.R ECOGNITION All staff will create a sense of RECOGNITION by using the guest'sname, when known, in a natural and discreet manner.V OICE Staff will speak to guests in an attentive, natural and courteousmanner, avoiding pretension and in a clear VOICE.I NFORMED All guest contact staff will be well INFORMED about their hotel,their product, will take ownership of simple requests, and not referguests elsewhere.C LEAN Staff will always appear CLEAN, crisp, well groomed and wellfitted.E VERYONE EVERYONE, everywhere, all the time show their care to ourguests.F OUR S EASONS C ORE S TANDARDSFOR GUEST ROOM I NITIAL CONDITIONMission: 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 wearand loose seams and threads; and will be completely free of debris and stain4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5. Furniture will be in very good condition, free of visible wear, and will be completely free ofdebris and stain6. Windows and glass doors will be completely clean inside, including sills and frames7. Windows and glass doors will operate smoothly and easily, and lock securely8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust9. All shelves and drawers throughout the room will be completely free of dust and debris10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2on double beds)11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever12. Entire room is fresh and odor-free and gives an impression of good ventilation13. Temperature controls are simple to use and have quick effectiveness in changing roomtemperature14. Room collateral will include Four Seasons directory, Guest Services directory, gueststationery, jogging map, guest questionnaire and room service menu, all in excellentcondition15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided16. Periodicals will include at least Four Seasons (Regent) magazine and a popular localmagazine, all current issues and in excellent condition17. Televisions and radios will be in good, clean condition, function conveniently (includingremotes), and TV channel directory will be prominently available18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19. Mirrors throughout the room will be spotlessly clean, and in excellent repair20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22. Drains will function smoothly and drain quickly23. Taps will function smoothly and provide for firm water pressure in all fixtures24. Grout and caulk will be in excellent repair, and will not show any discoloration25. Lighted shaving mirrors will be installed in each bathroom, and general bathroomillumination will be superior for make-up purposes26. The bathroom amenities will be invitingly and conveniently displayed27. A night light or under-counter vanity light will be provided in all bathrooms. All rooms willhave a CD player, with additional CDs available through the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:F OUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: 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 friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognit ion by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at whichtime, 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 sponsoredcollateral, 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 orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plainview; guest’s personal papers will not be disturbed in an y way11. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust; ashtrays emptied13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever, with fresh sheeting daily14. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired for shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 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 STANDARDSGUEST ROOM EVENING SERVICEMission: 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 friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8. 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 orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plainview; guest personal papers will not be disturbed in any way11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf orcabinet12. Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room,if separate)13. Clock angled to face the bed; TV remote and TV directory placed bedside14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form,shoeshine bag, and newspaper card15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired on shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18. Turndown service will be available to begin within ten minutes after guest specifically callsfor serviceWhyStandard 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 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionH OUSEKEEPING &M AINTENANCE R EQUESTMission: To provide responsive and immediate service1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner4. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment6. Staff will create a sense of recognition by using the guest’s name, when kno wn, in a naturaland discreet manner7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8. Staff will always appear clean, crisp, polished, and well fitted9. Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10. Items will be conveniently presented and set up - any item requiring plug-in will be set up(or offered)11. All items will be presented attractively and thoughtfully, not simply handed loosely toguests12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bouta convenient time to make the repair, and complete the repair in a timely manner.13. A specially printed note card will be placed in the room advising that the repair has occurred,if the guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest useStandard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.) Standard 13: Should include the name of the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.PROBLEM RESOLUTIONMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. During hectic or busy periods in the lobby, when more than four guests are waiting at theconcierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4. In the event of a specific complaint, the employee receiving it will listen carefully,sympathetically, apologize and advise the guest what actions will be taken, and when5. If a problem involves a response by others employees, all details will be carefully relayed,so that it is never necessary for the guest to repeat himself6. Managers are involved in each complaint to ensure satisfaction and completion.7. If a room is not ready for an arriving guest, they will be advised accurately of the estimatedtime8. In room-not-ready situations, guests may be offered a pager or local-only cell phone toadvise them when it becomes ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published check-in time, they willbe escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10. If a room is not ready for a guest arriving AFTER the published check-in time, they will beoffered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. The escorting staff will communicate directly with the server.11. If guests experience food quality problem, the offending dish will be immediatelysubstituted, and there will be no cost for the item12. All guests who have experienced any kind of serious problem will receive a note of apologyand/or a telephone call from the highest level manager available, with specific reference to the situation13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner14. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16. Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem.All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1. Listen Actively2. Empathize3. Ask Questions4. Offer Solutions5. Follow-up with fellow employees and the guest6. Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem.Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse.Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease and convey the sense "we are happy to see you and we have been expecting you". Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.S ECTION 2S EQUENCE OF S ERVICES EQUENCE OF S ERVICE D EFINEDOur working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, 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 isserving the guest.b) The Sequence of Service is non-negotiable.c) The only person who can change the Sequence of Service is the guest - not themanager, or any employee.d) The Sequence of Service is based on the concept and the goals of the Department,the Hotel and the Company.e) Implementation of Sequence of Service is necessary for our success, and must beachieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A Sequence of Service is written to ensure that we consistently meet the guest’sneeds, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a Sequence ofService by presenting your idea to your manager. If the change is approved, allemployees will be informed of the change.S EQUENCE OF S ERVICEF OR INSPECTING A CHECK-OUT/VACANT ROOMS ECTION 3 H OW T O’ST HE H OW T O’S D EFINEDOur working definition of How To’s of Guest Service is the specific method for completing every task in each department. All guests will receive this level of job performance, 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 isserving the guest.b) The How To’s of Guest Service are non-negotiable.c) The only person who can change the How To’s of Guest Service is the guest - notthe manager, or any employee.d) The How To’s of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of How To’s of Guest Service is necessary for our success and mustbe achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A How To’s of Guest Service is written to ensure that we consistently meet theguest’s needs, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a How To’s ofGuest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.HOUSEKEEPINGDo’s & Don’ts[Change these based on department. Reinforce first impression and Service Culture Standards] Do’s1.Smile at the guest – it makes a lasting impression.e the guest’s name – this gives a sense of belonging and recognition.3.Give your undivided attention to each guest.4.Have a positive attitude – even in difficult situations.5.Work efficiently and professionally.6.Anticipate guest’s needs.e proper verbiage and descriptive words.municate with team members when you need assistance.9.Take ownership of guest requests and complaints.10.Always be neatly presented and comply with grooming guidelines.Don’ts1.Say “NO.”2.Ignore guests when you are on the telephone – acknowledge them with a smile and eyecontact.3.Argue with a guest.4.Be pretentious when talking to a guest – be natural but courteous.5.Congregate in groups talking.6.Move slowly – it looks terrible.7.Ever say “that’s not my job” – give the guest the impression that you care and will assistthem.e to work with a poor attitude – guests will notice it and your co-workers hate it.9.Ignore instructions from your supervisors/managers.H OW TO’SNote:•All of the items that are bolded under a TASK are Core Standards.•All the phrases that are in italics are recommended phrases to use.INSPECTING A CHECK-OUT/VACANT ROOMTASK 1.ENTER THE GUEST ROOMa)When entering a room, follow the steps below:•Knock on the door or ring doorbell•Wait six seconds for response•Knock or ring doorbell again•If no response, insert key•Open door six inches/six centimeters•Place head inside the door.•Announce yourself, “Housekeeping, Good morning”•If no response, open door and enter room, place door sign on front door. Close door behind you.•If guest responds, enquire of another service time.•Place the “We Are Servicing Your Room” sign on door knob.•Enter room•If guest is present once you enter the room, apologize for disturbance and offer enquire of another service timeb)Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do notaccess the roomc)Door locks will function smoothly, and will be in excellent condition.d)Staff will actively greet guests, smile, make eye contact and speak in clearly, in afriendly manner.e)Staff will always appear clean, crisp, polished and well fitted.f)Staff will speak to guests in attentive, natural and courteous manner, avoidingpretensiong)In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, atwhich time a pho ne call will be placed to the room by a supervisor to determine guest’s needs; if the phone is not answered, the room will be serviced.TASK 2.START FROM ENTRANCE - MOVE AROUND THE ROOMa)Inspect the door•Frame, threshold, peephole, hinges•Fresh DND sign on doorknob•Lights – Ceiling light and mini-bar activated by switch•Safety directions with frame free of dust•Door bolt clear of scuff marks (interior & exterior)•Dead bolt is working properlyb)The guest room door will be free of scuffs, marks and nicksc)Door locks will function smoothly, and will be in excellent condition.d)Walls, woodwork and ceilings will be in very good condition, free of nicks, marks andsoil.e)Test air conditioning on high and check if the fan does not make any excessive noise Thethermostat on the air conditioner should be set correctlyf). Temperature controls are simple to use and have quick effectiveness in changingroom temperatureg)Check for room smells of odors, including cigarettes or cigars, spray with air freshener orcall Housekeeping for the ozone machine. Open windows to air, if applicableh)Entire room is fresh and odor-free and gives an impression of good ventilationTASK 3.INSPECT ROOM FOR MAINTENANCEa)Check the following items before inspecting the room:•Turn on all lights, check for blown bulbs etc.•Turn on television and radio to see if clear picture and sound.•Check all telephone lines in rooms that they are in working condition.•Turn on air-conditioning and check all speeds – (check temperature).The thermostat on the air conditioner should be set correctly•Open all curtains and check for tears, rips or stains.•Check appearance of bathroom - check for mould•Check shower nozzle•Flush toilet - check•Open wardrobe doors – check•Check that safe is open.。
四季酒店集团员工培训手册(英文版本)(DOC 46页)【企管 精品】
读万卷书 行万里路
旗开得胜
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Four Seasons Core Standards for Problem Resolution SECTION 2 - SEQUENCE OF SERVICE Sequence of Service Defined Sequence for Inspecting a Check-Out/ Vacant Room SECTION 3 - HOW TO’S How To’s Defined Do’s & Don’ts How To’s for Inspecting a Check Out/Vacant Room Additional How To’s SECTION 4 – TRAINING RESOURCES Insert all items that would be an appendices and LIST
FLOOR SUPERVISOR
酒店管理培训手册
酒店管理培训手册一、概述酒店管理是一个复杂而庞大的行业，它需要多个领域的知识和技能。
本手册旨在通过提供必备的管理培训知识和技能，帮助酒店管理人员更好地管理自己的酒店。
二、酒店概述在酒店管理之前，我们需要了解酒店的基本知识和概念。
一个酒店通常包括前台、客房、餐厅、会议室和其他一些辅助设施，这些设施需要通过各种管理技能来管理。
三、酒店管理职责不同的酒店管理职位有不同的职责和要求。
酒店经理需要在经营、销售和服务方面制定策略；销售经理需要协调销售工作和制定营销计划；客房经理需要管理客房部门的日常事务。
本节将详细介绍每个职位的职责和要求。
四、酒店管理技能酒店管理需要多种技能，包括领导力、沟通能力、人际关系、团队管理、财务知识等等。
这些技能是每个管理人员必须掌握的，只有具备这些技能才能更好地管理酒店，提高效率和利润。
五、酒店服务管理在酒店中，服务是至关重要的一环。
员工必须掌握服务技能和准则，为客人提供高质量的服务。
本节将介绍酒店服务的管理技巧和注意事项，包括客人服务培训和服务评估等方面。
六、酒店销售管理酒店的销售管理是酒店运营中的核心环节之一。
本节将介绍酒店销售管理的基本概念、策略制定和营销技巧。
学习本节内容，将使管理人员了解到如何通过制定有效的营销计划来提高酒店的收入和盈利能力。
七、酒店人力资源管理酒店的员工是酒店运营的重要组成部分，也是一个酒店成功的关键因素。
本节将介绍酒店人力资源管理的基本概念、激励方法和绩效管理等方面，以帮助酒店管理人员更好地管理员工。
八、酒店财务管理保持酒店财务稳健健康是酒店管理的基础，酒店管理人员应不断完善自己的财务知识，并合理运用财务分析和决策来提高酒店的盈利能力。
本节将介绍酒店财务管理的基本知识和财务报表分析等内容。
九、总结管理酒店是一个复杂而多方面的工作，需要全面而系统的管理知识和技能。
本手册提供了必要的酒店管理培训知识和技能，以帮助管理人员更好地管理酒店，提高酒店业绩和客户满意度。
酒店管理服务手册内训
三 举止礼仪：恰当的手势
➢自然优雅;规范适度;富有表现力的体态语言 ➢将五指伸直并拢;掌心斜向上方;手与前臂形成直线;以肘关节 为轴弯曲140度左右为宜;手掌与地面基本上形成45 度角 ➢与客人交谈时手势不宜过多;动作不宜过大;更不要手舞足蹈 ➢手势动作应与表情和表意想一致 ➢不能用单手指指点客人或指向
2 制服的穿着要求
整洁 挺拔和大方 制服必须上衣平整 裤线笔挺 做到衣裤无油渍 污垢 异味 领口与袖口尤其要保持干净
二 服务礼仪的基本知识：服饰仪
容礼仪
3 西服的穿着要求
衬衫配套：两件套或三件套西服;均应穿 单式衬衣;熨烫平整 内衣配套：按国际惯例不能加毛背心或毛 衣;最多加一件V字领羊毛衣 领带配套：在正式场合;穿西服必须系领 带或领结 面料质地颜色配套：在正式场合应穿同一 面料 同一颜色的西服套装为好 但一般场 合穿西服可上下分色 皮鞋配套：穿西服一定要穿皮鞋;决不能 穿旅游鞋 轻便鞋 西装穿着规范：三粒扣一般扣上第一 二 粒扣或中间一粒;两粒扣西装只系第一粒 或全部不系;正式场合要把第一粒纽扣系 上在坐下时方可解开
感谢您的宝贵建议 答谢用语 不客气 很高兴为您服务 这是我们应该做的 歉意用语 对不起 打扰了 实在抱歉
给您添麻烦了 请稍等 对不起 让您久等了 请原谅 征询语 能为您做什么吗 您需要帮助吗
如果您需要什么帮助;请来电;我是前台
三 举止礼仪：规范的站姿
➢端正 自然 亲切 稳重 ➢上身正直 平视前方 面带微笑 挺胸收腹 腰直肩 平两臂自然下垂两腿站直 ➢男士站立时;两腿可略分开;女士两腿合拢
四 酒店服务礼仪：服务礼仪
2 接听规范
➢如果正在接听;其他铃响;应向通话的对方说声对不起 请稍等;然后捂住话筒;接起其 他 ➢铃响三声未及时接听拿起话筒应立即向客人致歉 对不起;让你久等了 ➢接听来电必须使用普通话;若对方说英语或其他语言;再用对方的语言同客人交谈 或寻求帮助处理 ➢如果想知道对方是谁;应礼貌地询问:对不起 请问贵姓 ➢如果放下去查资料;应告诉对方查取资料需要多长时间;可以建议留下;过一会儿回 电 或者请对方过一会儿再打来 ➢通话完毕不能急于挂断;应听到来电者挂断后;再轻轻挂机 ➢接到寻找客人;若客人不在时;要征询客人是否留言 ➢如果来电者打错;应礼貌的告知对方：对不起 先生/小姐;这里是xxx酒店;您可能打 错了;态度友好
四星级酒店完整培训手册模板(69P)
总经理致词亲爱的员工朋友：热忱欢迎您加入**大酒店！**大酒店提供充分展示个人能力的良机和发展的平台，您的才能、进取精神将与酒店的培训指导紧密结合，使您的职业生涯伴随酒店建设共同发展。
这本《培训手册》为您详细介绍了**大酒店的概况、培训制度、员工职业道德规范、文明修养、纪律要求和各岗位服务技能要求等内容，能帮助您尽快融入酒店的文化氛围，提高自身素养，成为一名合格的员工，为酒店的发展而贡献您的聪明才智。
希望您在酒店的经历成为您人生事业发展的基础，不断增长才干，迎接挑战，创造辉煌的未来！总经理年月日《培训手册》目录第一章酒店概况第二章酒店基本知识第三章酒店意识第四章服务心理第五章行为规范第六章安全消防常识及食品卫生知识第七章电话接听与服务第八章培训管理规定第一章酒店概况◆**大酒店坐落于寿光市开发区，距市中心仅有三公里，距国际蔬菜博览会展中心五公里的路程，距济青高速公路仅15分钟车程，206国道、309国道贯穿市区，距火车站38公里，80分钟的车程即达济南、青岛机场，交通十分便利，成功实现了酒店业的黄金法则——地理优势。
**大酒店是由**有限公司与**限公司合资成立的股份公司。
酒店共投资一亿六千万人民币。
它于2003年4月18日试营业，8月8日全面开业，按照国际四星级酒店标准设计、建造、装潢、配备，是一家综合性能极强的涉外商务酒店。
酒店采用园林式建筑风格，以奥运会奖杯为造型拥有八幢别具特色的楼体组成，一栋主楼，三栋客房楼，一栋总统楼，一栋贵宾楼，一栋会议中心，一栋餐饮康乐中心。
占地110亩，建筑面积达48000平方米，建有各式精致舒适的豪华客房218间(套)，包含普通客房、总统套房和贵宾套房。
豪华宽敞的多功能宴会厅，超凡脱俗的中餐贵宾房，帝王气派的总统套房，先进的康娱设备，得天独厚的天然温泉浴，充满神秘激情的大富豪夜总会，专业时尚而舒适的柏丽斯香熏桑拿中心和美容美发中心……软件建设方面，酒店本着“唯真至美、唯美至善”的服务宗旨，学习借鉴国内外酒店的先进管理经验，提高酒店全面质量管理，结合酒店实际情况，建立了一套合理专业的组织架构，通过严格的培训，强化训练，如酒店每季度举办员工生日会，给过生日员工送上精美的礼品，每月一日在温泉广场举办升旗仪式，加强爱国主义及集体主义教育，定期举办优秀员工的评选等活动努力加快酒店文化建设的步伐，形成具有独具特色、充满了生命力的品牌酒店。
酒店培训指南手册
酒店培训指南手册▲．入职培训１、什么是定岗位?定位是使员工熟悉本酒店系统、他(或她)的部门、本职工作、周围环境,最重要的是熟悉酒店的所有人的过程。
这个过程是一个会带来生产率和服务高利润的投资。
2、谁进行定岗位?人事／培训经理（如果酒店有)负责带领新雇员进行这一过程。
在没有人事/培训经理的酒店,员工的部门经理应进行这一计划。
３、什么时候定岗位?定岗位应在聘用的头几天内进行，估计适当的定岗位需要3至4小时。
4、定岗位包括哪些方面？酒店概述／阐述公司方针和措施/ 阐述益处／部门概述／工作责任概述／巡视酒店(主要由培训员介绍）／同事介绍。
5、进行定岗位需要什么材料?教育幻灯片/ 关于酒店的小册子或实际图表资料/ 登记表的好处/ 税单／信用单据一致的资料/ 工作说明/ 操作评估表／酒店地图/显示酒店系统的世界地图／酒店系统环球指南/ 酒店机构表。
▲文件编制定岗位之后，从事培训的人员应制定一份员工定岗位核对表,填写完毕后在表格上签名,也要得到员工的签名。
然后将核对表放入员工的个人档案中,作为定岗位的记录。
▲定岗位的益处定岗位的无数益处来自提供良好的定岗位计划。
譬如，定岗位计划的质量和完善程度影响员工在工作岗位上的时间和工作效率。
虹桥定位计划的每个关键特征都至少有一个主要益处。
▲定岗位过程1.提供酒店系统的概述。
员工来到酒店工作就是加入了一大批酒店专门人员之中。
员工懂得本酒店系统，它的历史和目标以及在系统中存在的提升的机会是非常重要的。
∙所需材料：定岗位教育幻灯片、世界地图、本酒店集团环球指南。
∙措施:a.放定岗位教育幻灯片；b.用世界地图指出本酒店在世界的位置;c.给雇员提供一份该酒店集团的环球指面,解释预定系统及其好处;d.讨论本酒店集团历史；e.阐明酒店以中等范围的价格向客人提供高质量服务的目标;f.鼓励员工询问酒店过去、现在和将来的问题。
2.到酒店来工作的新员工需要知道该酒店,包括它的历史、机构以及负责完成其目标的人。
2024年酒店管理培训手册
06
人力资源开发与团队建设培 训
人力资源规划及招聘选拔策略制定
01
分析酒店业务需求和人 力资源现状，确定人力 资源规划目标。
02
制定招聘计划和选拔标 准，明确岗位职责和任 职要求。
03
优化招聘渠道和流程， 提高招聘效率和选拔质 量。
04
建立人才储备库，为酒 店长期发展提供人才保 障。
员工培训计划编制及实施效果跟踪
前台销售技巧提升和客户关系维护方法分享
前台销售技巧
掌握有效的销售技巧，如主动推 销、针对性推荐、附加销售等，
提高酒店收益。
客户关系维护
建立客户信息档案，关注宾客个 性化需求，提供贴心服务，增强
宾客忠诚度。
会员管理与营销
完善会员管理制度，提供会员专 享优惠，吸引更多回头客。
投诉处理机制建立及案例分析
根据餐厅定位和市场需求，设计具有吸引力和合理利润的菜单
。
原料采购策略
02
选择优质、可靠的供应商，建立长期合作关系，确保原料质量
和供应稳定性。
成本控制方法
03
通过精细化管理、合理配置资源、提高员工效率等措施，有效
控制餐饮成本。
特色餐饮服务推广活动策划
特色餐饮服务挖掘
挖掘并提炼餐厅特色菜品 和服务，形成独特的餐饮 品牌。
2024年酒店管理培训
手册
汇报人：XX
2024-02-03
• 酒店管理概述 • 客房部运营管理培训 • 餐饮部运营管理培训 • 前厅部运营管理培训 • 财务管理与成本控制培训 • 人力资源开发与团队建设培训
目录
01
酒店管理概述
酒店业发展现状与趋势
全球化与品牌化
国际酒店集团加速扩张，本土品牌崛起，市 场竞争激烈。
四星级酒店完整培训手册模板
四星级酒店完整培训手册总经理致词亲爱的员工朋友：热忱欢迎您加入**大酒店！**大酒店提供充分展示个人能力的良机和发展的平台，您的才能、进取精神将与酒店的培训指导紧密结合，使您的职业生涯伴随酒店建设共同发展。
这本《培训手册》为您详细介绍了**大酒店的概况、培训制度、员工职业道德规范、文明修养、纪律要求和各岗位服务技能要求等内容，能帮助您尽快融入酒店的文化氛围，提高自身素养，成为一名合格的员工，为酒店的发展而贡献您的聪明才智。
希望您在酒店的经历成为您人生事业发展的基础，不断增长才干，迎接挑战，创造辉煌的未来！总经理年月日《培训手册》目录酒店概况酒店基本知识酒店意识服务心理行为规范安全消防常识及食品卫生知识电话接听与服务培训管理规定酒店概况◆**大酒店坐落于寿光市开发区，距市中心仅有三公里，距国际蔬菜博览会展中心五公里的路程，距济青高速公路仅15分钟车程，206国道、309国道贯穿市区，距火车站38公里，80分钟的车程即达济南、青岛机场，交通十分便利，成功实现了酒店业的黄金法则――地理优势。
**大酒店是由**有限公司与**限公司合资成立的股份公司。
酒店共投资一亿六千万人民币。
它于2003年4月18日试营业，8月8日全面开业，按照国际四星级酒店标准设计、建造、装潢、配备，是一家综合性能极强的涉外商务酒店。
酒店采用园林式建筑风格，以奥运会奖杯为造型拥有八幢别具特色的楼体组成，一栋主楼，三栋客房楼，一栋总统楼，一栋贵宾楼，一栋会议中心，一栋餐饮康乐中心。
占地110亩，建筑面积达48000平方米，建有各式精致舒适的豪华客房218间套，包含普通客房、总统套房和贵宾套房。
豪华宽敞的多功能宴会厅，超凡脱俗的中餐贵宾房，帝王气派的总统套房，先进的康娱设备，得天独厚的天然温泉浴，充满神秘激情的大富豪夜总会，专业时尚而舒适的柏丽斯香熏桑拿中心和美容美发中心……软件建设方面，酒店本着“唯真至美、唯美至善”的服务宗旨，学习借鉴国内外酒店的先进管理经验，提高酒店全面质量管理，结合酒店实际情况，建立了一套合理专业的组织架构，通过严格的培训，强化训练，如酒店每季度举办员工生日会，给过生日员工送上精美的礼品，每月一日在温泉广场举办升旗仪式，加强爱国主义及集体主义教育，定期举办优秀员工的评选等活动努力加快酒店文化建设的步伐，形成具有独具特色、充满了生命力的品牌酒店。