☆四季酒店集团培训手册(英文版本)

Standards Training

For

F LOOR SUPERVISOR

T ABLE OF C ONTENTS

F LOOR SUPERVISOR/H OUSEKEEPING

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

Core 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 SERVICE

Sequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’S

How 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 RESOURCES

Insert all items that would be an appendices and include:

1.Hotel Floor Diagrams

2.Pictures of amenity placement

3.Housekeeping report

4.Safety checklist for Housekeeping

5.MSDS Compliance

6.Bloodborne Pathogens

https://www.360docs.net/doc/837237495.html,puter application training

8.Hotel Facts

9.Standards Test

T RAINING C HECKLIST

FLOOR SUPERVISOR

Name:

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 Date

Trainer Signature Date

Manager Signature Date

S ECTION 1

C ORE S TANDARDS

C ORE S TANDARDS

D EFINED

Our 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 is

serving the guest.

b) Core Standards of Guest Service are non-negotiable.

c) The only person who can change our Core Standards of Guest Service is the guest

- not the manager, or any employee.

d) The Core Standards of Guest Service are based on the concept and the goals of the

Department, the Hotel and the Company.

e) Implementation of these Core Standards of Guest Service is necessary for our

success and must be achieved 1OO% of the time, for 1OO% of our guests.

2. REMEMBER that:

a) Core Standards of Guest Service are written to ensure that we consistently meet the

guest’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 Standard

of 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 successfully

accomplish all Service Culture and Core Standards.

G OLDEN R ULE

In 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 TANDARDS

All Staff should follow our S.E.R.V.I.C.E. Cultural Standards

S MILE

Employees will actively greet guests, SMILE, and speak clearly in a friendly manner.

E YE

Employees will make EYE contact, even in passing, with an acknowledgement.

R ECOGNITION

All staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.

V OICE

Staff will speak to guests in an attentive, natural and courteous manner, 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 refer guests elsewhere.

C LEAN

Staff will always appear CLEAN, crisp, well groomed and well fitted.

E VERYONE

EVERYONE, everywhere, all the time show their care to our guests.

F OUR S EASONS C ORE S TANDARDS

FOR GUEST ROOM I NITIAL CONDITION

Mission: To create a sense of welcome, comfort and outstanding hygiene

1. The guest room door will be free of scuffs, marks and nicks

2. Door locks will function smoothly, and will be in excellent condition

3. Carpeting/flooring throughout the room will be in very good condition, free of visible wear

and loose seams and threads; and will be completely free of debris and stain

4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil

5. Furniture will be in very good condition, free of visible wear, and will be completely free of

debris and stain

6. Windows and glass doors will be completely clean inside, including sills and frames

7. Windows and glass doors will operate smoothly and easily, and lock securely

8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,

buildup, or dust

9. All shelves and drawers throughout the room will be completely free of dust and debris

10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2

on double beds)

11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stain

whatsoever

12. Entire room is fresh and odor-free and gives an impression of good ventilation

13. Temperature controls are simple to use and have quick effectiveness in changing room

temperature

14. Room collateral will include Four Seasons directory, Guest Services directory, guest

stationery, jogging map, guest questionnaire and room service menu, all in excellent

condition

15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided

16. Periodicals will include at least Four Seasons (Regent) magazine and a popular local

magazine, all current issues and in excellent condition

17. Televisions and radios will be in good, clean condition, function conveniently (including

remotes), and TV channel directory will be prominently available

18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas

19. Mirrors throughout the room will be spotlessly clean, and in excellent repair

20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration

21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent

22. Drains will function smoothly and drain quickly

23. Taps will function smoothly and provide for firm water pressure in all fixtures

24. Grout and caulk will be in excellent repair, and will not show any discoloration

25. Lighted shaving mirrors will be installed in each bathroom, and general bathroom

illumination will be superior for make-up purposes

26. The bathroom amenities will be invitingly and conveniently displayed