四季酒店培训课件
四季酒店集团培训手册(英文版本)
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 todeal 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 MILEEmployees will actively greet guests, SMILE, and speak clearly in a friendly manner.E YEEmployees will make EYE contact, even in passing, with an acknowledgement.R ECOGNITIONAll staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.V OICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.I NFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere.C LEANStaff will always appear CLEAN, crisp, well groomed and well fitted.E VERYONEEVERYONE, everywhere, all the time show their care to our guests.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 recogniti on 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 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 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 know n, 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 ERVICEFloor Supervisor/HousekeepingSection 2 – Sequence of ServiceS 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 t o 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 phon e 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.。
四季酒店客房服务员培训手册
四季酒店客房服务员培训手册
1
2020年5月29日
Standards Training
Housekeeping Attendant
培训手册
客房服务员
2 2020年5月29日
3 2020年5月29日
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:
4
2020年5月29日
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它的计划:
目标日期是指在你培训期间,你能够在有限的指导下完成列举的任务,并取得令人满意的结果。
5
2020年5月29日。
酒店员工培训PPT课件 (2)
增强团队协作能力
培养员工的团队合作精神 ，提高整体工作效率。
树立良好企业形象
通过培训，使员工更加了 解企业文化，展现良好的 企业形象。
培训内容
服务礼仪
包括接待礼仪、沟通技巧、礼 貌用语等方面的培训。
岗位职责与操作流程
针对不同岗位的员工，进行岗 位职责和操作流程的培训。
客户服务技巧
教授员工如何处理客户投诉、 提高客户满意度等方面的技巧 。
宴会场地布置
宴会接待流程
了解宴会场地布置要求，根据不同类型宴 会进行合理布置。
熟悉宴会接待流程，包括迎宾、引座、点 餐、送客等环节。
宴会酒水服务
特殊宴会需求处理
掌握酒水服务技巧，为客人提供专业建议 和优质服务。
了解不同类型宴会的特殊需求，如主题宴 会、商务宴请等，提供相应服务。
05
CHAPTER
培训效果评估
包括前台、休息区、商务中心等，以及各项设施 的使用方法和注意事项。
客房设施
介绍客房内设施，如床铺、卫生间、空调、电视 等，以及如何维护和保养。
餐厅设施
包括各类餐厅、包间等，以及餐厅的开放时间、 特色菜肴和服务。
酒店服务流程
前台接待流程
详细介绍接待客人的流程，包括预定、入住、结账等环节的服务 标准和注意事项。
以及食品留样制度。
人身安全
03
提供客人安全须知，如夜间行走、财物保管等安全提示，以及
酒店对客人安全的保障措施。
酒店客户管理
客户需求洞察
培训员工如何观察和了解客人需求，以便提供更加精准和个性化 的服务。
客户沟通技巧
提高员工的沟通能力和技巧，包括倾听、表达和解决客人问题等 方面的能力。
客户满意度调查
四季酒店集团员工培训手册英文版本
Standards TrainingFor()F LOOR SUPERVISORT ABLE OF C ONTENTSFloor supervisor/HousekeepingT OPIC P AGE #TRAINING CHECKLIST 1SECTION 1 - CORE STANDARDSCore Standards Defined 7Golden Rule 8Service Culture Standards 8Four Seasons Core Standards for Guest Room Initial Service 9Four Seasons Core Standards for Guest Room daily Service 11Four Seasons Core standards for Guest Room Evening Service 13Four Seasons Core standards for Housekeeping/Maintenance Request 15Four Seasons Core Standards for Problem Resolution 16SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19Sequence for Inspecting a Check-Out/ Vacant Room 20SECTION 3 - HOW TO’ＳHow To’s Defined23Do’s & Don’ts24How To’s for Inspecting a Check Out/Vacant Room25Additional Ho w To’ｓ32SECTION 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 FactsS TANDARDS T ESTT 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.Task and Responsibilities Date Trainee Trainer Section 1 - Core StandardsCore Standards DefinedService Culture StandardsCore Standards for Guest Room Initial ConditionTask and Responsibilities Date Trainee Trainer Core Standards for Guest Room Daily ServiceCore Standards for Guest Room Evening ServiceCore Standards for Problem ResolutionSection 2 - Sequence of ServiceSequence of Service DefinedSequence of Service for Inspecting a Check out/Vacant RoomSection 3 - How To’ｓHow To’s DefinedDo’s and Don’tsHow To’s for Inspecting a Check-Out/Vacant RoomEnter the guest roomStart from entrance – move around the roomInspect the room for maintenanceInspect trash binsInspect bed making/under bedInspect dustingInspect night stand closest to bathroomClock radio – set alarm to 12pm/radio at 92.5Night set closest to desk:Telephone/notepad/pencil/Inspect for cleanlinessMove clockwise to inspectFurniture/check drawer linersLamps/bulb wattage is 100 watts/light switchesWindows/check plants in suitesSecond telephone (desk)Desk/chairsPictures (frames/glass)Armoire (top right drawer – turndown tray)Television/CDDrawers (Bottom left drawer – 2 laundry bags/dockets)Inspect closetShelvesWalls (Shoe horn, Clothes brushMirrorsHangers (7 male, 2 satin, 5 female)Safe – safe drawer(Bed spread Bag/shopping bag)Inspect Mini-barCoffee Maker/Kettle/Mugs/Amenity BoxIce Bucket/Glasses。
酒店的培训ppt课件(2024)
始终将客户放在首位，关注客 户需求，提供个性化服务。
2024/1/26
热情周到
以微笑和真诚的态度，提供细 致入微的服务，让客户感受到 家的温暖。
高效响应
快速响应客户请求，及时解决 问题，确保客户满意。
8
优质服务标准
01
02
03
整洁卫生
保持酒店环境整洁，提供 干净卫生的客房和餐饮服 务。
2024/1/26
关注客人需求和反馈，及时响应并处理客人投诉和建议 。
加强与客人的沟通和互动，提供个性化服务和关怀。
2024/1/26
28
06
酒店市场营销策略及实践
2024/1/26
29
市场定位和目标客户群体分析
确定酒店的市场定位
根据酒店的地理位置、设施条件、服务质量等因素，明确酒店的市 场定位，如商务酒店、度假酒店、经济型酒店等。
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员工培训计划制定和执行情况回顾
01
培训需求分析
针对不同岗位和层级员工，进行个性化培训需求分析，确保培训内容与
工作实际紧密结合。
02
培训计划制定
根据培训需求，制定年度、季度和月度培训计划，明确培训目标、内容
、时间和参与人员。
2024/1/26
03
培训执行与跟踪
按照培训计划开展培训活动，采用多种培训形式如讲座、案例分析、角
酒店的培训ppt课件
2024/1/26
1
目
CONTENCT
录
2024/1/26
• 酒店概述与行业趋势 • 酒店服务理念与标准 • 前厅部门运营管理及技巧 • 客房部门运营管理及技巧 • 餐饮部门运营管理及技巧 • 酒店市场营销策略及实践 • 员工培训与团队建设方案
绿城杭州四季酒店景观营造总结下PPT课件
景观营造缘于人们对美好生活的向往；是人们通 过努力对自身生活环境的改造和提升；是物质文明 和经济发展到一定程度后人们向往自然，希望亲近 自然的强烈愿望；是对生活品质提出的更高要求。 在今后的景观营造中不仅要做到“可观、可赏”， 更应做到“可用”、“好用”。在保持观赏性的同 时，尽可能的提升其功能性。对应到房产品的景观 营造，及营造出安定、舒适不失美感的室外
④、注意不同空间之间植物的相互关系，巧于因 借。
如主入口罗汉松通过与室外泳池区域内高大乔 木的遥相呼应，形成了完整的天际线的变化，使 整个主入口广场更加安定。同时也告诉人们里面 别有洞天，引导人去寻幽探秘。
⑤、园林造景最忌“一览无余”，通过植物搭配 进行空间的划分和界定。
如西餐厅通往保留区的园路与小桥，通过丰富的 植物配置阻隔人的视线。将保留区大草坪的景色 藏于其后。营造出曲径通幽、步移景异的景观效 果。
骨架安装
根据铺 装样式以及现 场实际尺寸， 排定模数，确 定花式大小。 拉多条纵、横 向水平线精确 定位。再固定 骨架。
六边形花街 铺地示意
特别要注意 的是应根据花 街铺地样式对 材料拼接处进 行切割，如正 六边形的花式， 骨架材料交接 处需要切成 120度角。
卵石挑选
为保证花 街铺地完成后 效果，在卵石 安装前对卵石 进行人工筛选， 挑选出长度 4cm左右大小 均匀的颗粒。 根据这次的经 验一级卵石中 仅能选出 15%-20%的 可用料。
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.。
☆四季酒店集团培训手册(英文版本)
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 todeal 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 MILEEmployees will actively greet guests, SMILE, and speak clearly in a friendly manner.E YEEmployees will make EYE contact, even in passing, with an acknowledgement.R ECOGNITIONAll staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.V OICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.I NFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere.C LEANStaff will always appear CLEAN, crisp, well groomed and well fitted.E VERYONEEVERYONE, everywhere, all the time show their care to our guests.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 displayed。
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四季体验
2. 纯正独特的当地体验
旅客们可在接受训练后骑行大象穿越泰国热带丛林，在神秘 的山间小道中跋山涉水，沿着宽阔的湄公河顺流而下，或探 索别具风情的当地文化。
巴黎乔治五世四季酒店是一栋八层高的地标性建筑，始建于 1928年，香榭丽舍大街近在咫尺。而酒店有着悠久历史的酒 窖，以及爱马仕风格手工制造的劳斯莱斯幻影，融合了历史 与现代。
四季最近的创新举措包括：
15分钟客房服务：为宾客提供在15分钟之内即能享受客房 用餐服务的菜单，该服务已被推广至全世界的各家四季酒 店中。当地专家博客：四季在旗下包括比弗利山、布宜诺 斯艾利斯以及布拉格在内的多家酒店推出了当地专家博客。
因应移动技术及高科技设备的需求日益增长，更多的新创意 正计划在全世界的各家四季酒店推广。四季于近期推出了全 新四季会议及活动网站，为宾客提供全新的搜索工具，并深 入显示细节信息。
ห้องสมุดไป่ตู้
品牌故事（2)
1982年，四季推出住宅物业─四季世家，为客人提供全资 或共享产权的市区住宅和度假别墅，并配套四季酒店的个 性化服务。
2013年9月23日，现年56岁的艾伦·史密斯（Allen Smith） 先生正式出任四季酒店集团的总裁兼首席执行官。
四季发展史
四季自2002年就进入中国市场，中国的第八家酒店 深圳四季酒店于2013年9月底启幕。加上已有的位 于北京、广州、杭州、香港、澳门和上海的七家酒 店，至此四季在中国最重要的城市和黄金地点都已 拥有酒店。四季对于未来在中国市场的项目非常期 待，在接下来的四到五年中，中国市场已有不少于 五个项目正在不同发展阶段中。四季更在中国地区 推出多个社交媒体平台，为旅行者们提供目的地信 息。
2013年，四季酒店集团已在38个国家拥有92家酒店， 同时还提供私人住宅和住宅俱乐部。新近开业与即 将开业的酒店如下：
四季发展史
塞伦盖蒂四季游猎原墅酒店已于2012年 12月正式开幕 圣彼得堡狮子宫四季酒店已于2013年10 月正式开幕 莫斯科四季酒店计划于2014年中开幕 约翰内斯堡四季酒店计划于2014年中开 幕 奥兰多迪斯尼乐园四季度假酒店计划于 2014年中开幕 迪拜四季酒店计划于2014年末开幕
5四季体验
1. 享受完美睡眠
从睡床开始，到隔音、照明、饮食及服务等环节， 四季都逐一考量，每间四季客房都经由声学专家精 密检测隔音效果，酒店的风扇及供热系统都被安置 在天花板内部以减少可能的噪音干扰。夜床服务时， 客房服务人员会在睡前时段调暗室内灯光，调整房 间温度，拉上窗帘，降低睡床高度，酒店更会以舒 缓的音乐营造舒适的睡前氛围。
四季酒店
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四季酒店简介
四 季酒店（英文：Four Seasons Hotels）是一家 世界性的豪华连锁酒店集团，在世界各地管理酒店 及度假区。四季酒店被《旅游休闲》杂志及Zagat 指南评为世界最佳酒店集团之一，并获得AAA 5颗 钻石的评级。四季酒店集团总部设于加拿大多伦多 ，1960年由Isadore Sharp创办，首间酒店设于多 伦多市 Jarvis街。微软公司前CEO比尔·盖茨、沙 特阿拉伯王子阿尔瓦利德是大股东之一。四季酒店 亦设有住宅计划Residence Club，让客户购买旗下 度假屋分时使用权。四季酒店旗下度假屋售价甚为 高昂。
1 品牌故事
1961年，四季酒店集团在加拿大多伦多 市中心创办了第一家汽车旅馆，并以当 时新一代的国际商务旅客为服务对象。 四季在欧洲经营的第一家酒店：公园旅 馆 (Inn on the Park) —— 即今天的 伦敦柏丽大道四季酒店。夏普先生为集 团奠定的未来发展方向是以适中的规模、 宽敞的客房、亲切友善的员工和无微不 至的服务，来管理专门提供优质服务的 中型酒店。
澳门四季酒店荣获2012悦旅中国旅行奖之“中国百佳 酒店”；
杭州西子湖四季酒店名列《罗博报告》2013全球百强 酒店；
四季荣誉
杭州西子湖四季酒店荣获2012悦旅中国旅行 奖之“中国十佳精品酒店”；
广州四季酒店获得《旅游休闲》“2012年度 最佳新开业酒店”奖；
上海浦东四季酒店于2013年获美国《康泰纳仕 旅行》杂志“全球最佳新开业酒店154强”及 “全球最佳新开业酒店泳池”奖；
拉斯维加斯四季酒店 洛杉矶比弗利山四季酒店 比弗利山比弗利威尔希尔酒店（四
季酒店集团旗下酒店） 加州西湖村四季酒店 墨西哥联邦特区四季酒店 迈阿密四季酒店 西印度群岛尼维斯四季度假酒店
纽约四季酒店 棕榈滩四季度假酒店 东帕洛阿尔托硅谷四季酒店 费城四季酒店 墨 西 哥 蓬 塔 米 塔 四 季 度 假 酒
巴黎乔治五世四季酒店 布拉格四季酒店 利雅得王国中心四季酒店 塞伦盖蒂四季游猎原墅酒店 塞舌尔群岛四季度假酒店 埃及沙姆沙伊赫四季度假酒店 圣彼得堡狮子宫四季酒店
巴厘岛金巴兰湾四季度假酒店 巴厘岛山妍四季度假酒店 曼谷四季酒店 北京四季酒店 波拉波拉群岛四季度假酒店 清迈四季度假酒店 泰国金三角四季帐篷酒店 广州四季酒店
四季酒店集团总裁兼首席执行官艾伦·史密斯
3 四季荣誉
四季酒店集团于《胡润百富》荣获“2013至尚优品 最受青睐的酒店和SPA”、“最受青睐的酒店品牌” 奖项；
上海四季酒店荣获TripAdvisor“2013年度卓越 奖”；
香港四季酒店龙景轩及Caprice餐厅于2012年均被评 为米其林三星餐厅；
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开罗第一居停四季酒店开罗尼罗河 广场四季酒店
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伊斯坦布尔博斯普鲁斯海峡四季酒店 伊斯坦布尔苏丹阿赫麦特四季酒店 里斯本丽兹四季酒店 伦敦金丝雀码头四季酒店 伦敦柏丽大道四季酒店 马拉喀什四季度假酒店 毛里求斯四季度假酒店 米兰四季酒店
3. 健康生活理念
四季酒店为宾客提供各具特色的水疗服务以及瑜伽课程，让 客人能够休养生息。
4. 会议及活动
四季酒店为会议活动筹划者提供多种场地选择，为客人们 带来多种体验。四季酒店在全球打造了13个世界级高尔夫 球场，为宾客们提供一展身姿的机会。
美洲四季
亚特兰大四季酒店 奥斯汀四季酒店 北圣地亚哥阿维佳拉四季住宅俱
严 格把控 质量关 ，让生 产更加 有保障 。2020 年11月 上午8时 12分20 .11.26 08:12N ovembe r 26, 2020
重 规矩， 严要求 ，少危 险。202 0年11 月26日 星期四8 时12分 31秒08 :12:31 26 Nov ember 2020
好 的事情 马上就 会到来 ，一切 都是最 好的安 排。上 午8时12 分31秒 上午8 时12分0 8:12:3 120.11 .26
乌拉圭卡梅洛四季度假酒店 芝加哥四季酒店 芝加哥丽思卡尔顿酒店(四季集团旗 下酒店) 哥斯达黎加四季度假酒店 达拉斯四季度假酒店及俱乐部 丹佛四季酒店 华拉莱四季度假酒店
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旧金山四季酒店 圣巴巴拉四季度假酒店 圣达菲四季度假酒店 斯科茨代尔四季度假酒店 西雅图四季酒店 圣路易斯四季酒店 多伦多四季酒店
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中东/欧洲/非洲地区：
四季体验
酒店拥有一个35，000平方米的私人植物园，融合了15世纪的 宫殿和16世纪的修道院建筑物，并设有多个美丽的休憩空间， 四周环绕着的则是高大树荫和古色古香的石墙。
杭州西子湖四季酒店外型设计采用中国传统江南式园林建筑 风格，雕梁画栋，楼台亭阁，仿若古代帝皇的避暑山庄，糅 合宁静舒适的居庭与现代化的先进科技。
不 可麻痹 大意， 要防微 杜渐。2 0.11.2 620.11 .2608: 12:310 8:12:3 1Novem ber 26 , 2020
加 强自身 建设， 增强个 人的休 养。202 0年11 月26日 上午8时 12分20 .11.26 20.11. 26
追 求卓越 ，让自 己更好 ，向上 而生。2 020年1 1月26 日星期 四上午8 时12分 31秒08 :12:31 20.11. 26
弄 虚作假 要不得 ，踏实 肯干第 一名。0 8:12:3 108:12 :3108: 1211/2 6/2020 8:12: 31 AM
安 全象只 弓，不 拉它就 松，要 想保安 全，常 把弓弦 绷。20. 11.260 8:12:3 108:12 Nov-20 26-Nov -20
重 于泰山 ，轻于 鸿毛。0 8:12:3 108:12 :3108: 12Thur sday, Novemb er 26, 2020
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踏 实，奋 斗，坚 持，专 业，努 力成就 未来。2 0.11.2 620.11 .26Thu rsday, Novem ber 26 , 2020