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.。