四季酒店集团培训手册(英文版本)

Standards Training

For

F LOOR SUPERVISOR

F OUR S EASONS

T ABLE OF C ONTENTS

F LOOR SUPERVISOR /H OUSEKEEPING

T OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDS

Core Sta ndards Defined 7 Golde n Rule 8 Service Culture Sta ndards 8 Four Seas ons Core Stan dards for Guest Room In itial Service 9 Four Seas ons Core Stan dards for Guest Room daily Service 11 Four Seas ons Core sta ndards for Guest Room Eve ning Service 13 Four Seas ons Core sta ndards for Housekeep in g/Ma intenance Request 15 Four Seas ons Core Stan dards for Problem Resoluti on 16 SECTION 2 - SEQUENCE OF SERVICE

Seque nee of Service Defined 19 Seque nee for In spect ing a Check-Out/ Vaca nt Room 20 SECTION 3 - HOW TO S

How To ' s Defined 23 Do' s & Don ' ts 24 How To ' s fornspecting a Check Out/Vacant Room 25 Additional How To ' s 32 SECTION 4 -TRAINING RESOURCES

In sert all items that would be an appe ndices and in clude:

1. Hotel Floor Diagrams

2. Pictures of ame nity placeme nt

3. Housekeep ing report

4. Safety checklist for Housekeep ing

5. MSDS Complia nee

6. Bloodbor ne Pathoge ns

7. Computer applicati on tra ining

8. Hotel Facts

9. Sta ndards Test

T RAINING C HECKLIST

FLOOR SUPERVISOR

Name:

Hire Date:

Completi on Date:

Trai ner:

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 show n how to perform the task and have had the opport un ity to dem on strate 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 positi on.

Trainer Comme nts:

Trainee Comme nts:

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 accord ing to Four Seas ons policies and procedures.

S ECTION 1

C ORE S TANDARDS

C ORE S TANDARDS

D EFINED

Our working definition of Core Standards of Guest Servic s e the minimum level of servicethat every guest will receive from the mome nt a guest in teracts 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 staffi ng, pers onnel or pers onal problems.

1. UNDERSTAND that:

a) If you are not directly serv ing a guest, the n you are assisti ng the pers on

who is serv ing the guest.