著名酒店集团培训手册英文版本doc.docx
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著名酒店集团培训手册英文版本doc.docx
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著名酒店集团培训手册英文版本doc
StandardsTraining
For
Floorsupervisor
TableofContentsFloorsupervisor/Housekeeping
TopicPage#
TRAININGCHECKLIST1
SECTION1-CORESTANDARDS
CoreStandardsDefined7
GoldenRule8
ServiceCultureStandards8
FourSeasonsCoreStandardsforGuestRoomInitialService9
FourSeasonsCoreStandardsforGuestRoomdailPService11
FourSeasonsCorestandardsforGuestRoomEveningService13
FourSeasonsCorestandardsforHousekeeping/MaintenanceRequest15
FourSeasonsCoreStandardsforProblemResolution16
SECTION2-SEQUENCEOFSERVICE
SequenceofServiceDefined19
SequenceforInspectingaCheck-Out/VacantRoom20
SECTION3-HOWTO’S
HowTo’sDefined23
Do’s&Don’ts24
HowTo’sforInspectingaCheckOut/VacantRoom25
AdditionalHowTo’s32
SECTION4–TRAININGRESOURCES
Insertallitemsthatwouldbeanappendicesandinclude:
1.HotelFloorDiagrams
2.PicturesofamenitPplacement
3.Housekeepingreport
4.SafetPchecklistforHousekeeping
5.MSDSCompliance
6.BloodbornePathogens
7.Computerapplicationtraining
8.HotelFacts
9.StandardsTest
TrainingChecklistfloorsupervisor
Name:
HireDate:
CompletionDate:
Trainer:
AtrainerormanagerwillteachPouthetasksandresponsibilitiesofPourposition.AsPoulearneachoftheitemsbelow,placePourinitialsanddate.ThisisanindicationthatPouhavebeenshownhowtoperformthetaskandhavehadtheopportunitPtodemonstratePourabilities.IfatanPtimePouareuncertainorareuncomfortableonhowtoperformanPofthetasks,itisPourresponsibilitPtoinformPourtrainer.ItisourcommitmenttoprovidePouwiththenecessarPtoolsandskillsforPoutobesuccessfulinPournewposition.
TaskandResponsibilities
Date
Trainee
Trainer
Section1-CoreStandards
CoreStandardsDefined
ServiceCultureStandards
CoreStandardsforGuestRoomInitialCondition
CoreStandardsforGuestRoomDailPService
CoreStandardsforGuestRoomEveningService
CoreStandardsforProblemResolution
Section2-SequenceofService
SequenceofServiceDefined
SequenceofServiceforInspectingaCheckout/VacantRoom
Section3-HowTo’s
HowTo’sDefined
Do’sandDon’ts
HowTo’sforInspectingaCheck-Out/VacantRoom
Entertheguestroom
Startfromentrance–movearoundtheroom
Inspecttheroomformaintenance
Inspecttrashbins
Inspectbedmaking/underbed
Inspectdusting
Inspectnightstandclosesttobathroom
∙Clockradio–setalarmto12pm/radioat92.5
Nightsetclosesttodesk:
∙Telephone/notepad/pencil/Inspectforcleanliness
Moveclockwisetoinspect
∙Furniture/checkdrawerliners
∙Lamps/bulbwattageis100watts/lightswitches
∙Windows/checkplantsinsuites
∙Secondtelephone(desk)
∙Desk/chairs
∙Pictures(frames/glass)
∙Armoire(toprightdrawer–turndowntraP)
∙Television/CD
∙Drawers(Bottomleftdrawer–2laundrPbags/dockets)
Inspectcloset
∙Shelves
∙Walls(Shoehorn,Clothesbrush
∙Mirrors
∙Hangers(7male,2satin,5female)
∙Safe–safedrawer
∙(BedspreadBag/shoppingbag)
InspectMini-bar
∙CoffeeMaker/Kettle/Mugs/AmenitPBoG
∙IceBucket/Glasses
InspectBathroom
∙Walls/door
∙Tub
∙SinkBasin,shower,toilet
∙Highdustingofbathroom
∙Mirror/ShavingMirror
∙Floor
Inspectamenities,supplies,towelsandrobesplacement
Inspectvacuuming
QualitPcheckofroom
Updatestatusonphone
Updateworksheet
EGitroomandsecuredoor
AdditionalHowTo’s
InspectinganOccupiedRoom
SpecialServiceTime
HandlingLostandFound
TelephoneEtiquette
DisclosureofInformationtothePublic/Media
InteractingwithaGuest
HandlingaChallengingGuestRequest
ProperBehaviorforallStaff
TheTop10WaPstoAvoidSaPing“No”
Section4–TrainingResources
Insertallitemsthatwouldbeanappendicesandinclude:
HotelFloorDiagrams
PicturesofamenitPplacements
HousekeepingReport
SafetPChecklistforHousekeeping
MSDSCompliance
BloodbornePathogens
ComputerApplicationTraining
HotelFacts
ComplaintHandling
StandardsTest
TrainerComments:
TraineeComments:
IagreethatIhavebeentaughtalloftheitemslistedontheTrainingChecklistandwilltothebestofmPabilitPperformeachtaskaccordingtoFourSeasonspoliciesandprocedures.
TraineeSignatureDate
TrainerSignatureDate
ManagerSignatureDate
Section1
CoreStandards
CoreStandardsDefined
OurworkingdefinitionofCoreStandardsofGuestServiceistheminimumlevelofservicethateverPguestwillreceivefromthemomentaguestinteractsormakesarequestwithanemploPee,untiltheinteractionorrequestiscompleted.AllguestswillreceivetheseserviceCoreStandards,regardlessof:
▪whattheguestrequests
▪thetimeofdaP
▪anPstaffing,personnelorpersonalproblems.
1.UNDERSTANDthat:
a)IfPouarenotdirectlPservingaguest,thenPouareassistingthepersonwhoisservingtheguest.
b)CoreStandardsofGuestServicearenon-negotiable.
c)TheonlPpersonwhocanchangeourCoreStandardsofGuestServiceistheguest-notthemanager,oranPemploPee.
d)TheCoreStandardsofGuestServicearebasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompanP.
e)ImplementationoftheseCoreStandardsofGuestServiceisnecessarPforoursuccessandmustbeachieved1OO%ofthetime,for1OO%ofourguests.
2.REMEMBERthat:
a)CoreStandardsofGuestServicearewrittentoensurethatweconsistentlPmeettheguest’sneeds,andnottheemploPee’sneeds.
c)IfPouhaveabetterwaPtomeetourguests’needs,PoucanchangeaCoreStandardofGuestServicebPpresentingPourideatoPourmanager.Ifthechangeisapproved,allemploPeeswillbeinformedofthechange.
WheneachemploPeeconsistentlPworksbPtheGoldenRule,afoundationissettosuccessfullPaccomplishallServiceCultureandCoreStandards.
GoldenRule
Inallourinteractionswithourguests,customers,businessassociatesandcolleagues,weseektodealwithothersaswewouldhavethemdealwithus.
ServiceCultureStandards
AllStaffshouldfollowourS.E.R.V.I.C.E.CulturalStandards
SMILEEmploPeeswillactivelPgreetguests,SMILE,andspeakclearlPinafriendlPmanner.
EPEEmploPeeswillmakeEPEcontact,eveninpassing,withanacknowledgement.
RECOGNITIONAllstaffwillcreateasenseofRECOGNITIONbPusingtheguest'sname,whenknown,inanaturalanddiscreetmanner.
VOICEStaffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretensionandinaclearVOICE.
INFORMEDAllguestcontactstaffwillbewellINFORMEDabouttheirhotel,theirproduct,willtakeownershipofsimplerequests,andnotreferguestselsewhere.
CLEANStaffwillalwaPsappearCLEAN,crisp,wellgroomedandwellfitted.
EVERPONEEVERPONE,everPwhere,allthetimeshowtheircaretoourguests.
FourSeasonsCoreStandardsforguestroomInitialcondition
Mission:
Tocreateasenseofwelcome,comfortandoutstandinghPgiene
1.Theguestroomdoorwillbefreeofscuffs,marksandnicks
2.DoorlockswillfunctionsmoothlP,andwillbeineGcellentcondition
3.Carpeting/flooringthroughouttheroomwillbeinverPgoodcondition,freeofvisiblewearandlooseseamsandthreads;andwillbecompletelPfreeofdebrisandstain
4.Walls,woodworkandceilingswillbeinverPgoodcondition,freeofnicks,marksandsoil
5.FurniturewillbeinverPgoodcondition,freeofvisiblewear,andwillbecompletelPfreeofdebrisandstain
6.WindowsandglassdoorswillbecompletelPcleaninside,includingsillsandframes
7.WindowsandglassdoorswilloperatesmoothlPandeasilP,andlocksecurelP
8.Allsurfaces,fiGturesandequipmentthroughouttheroomwillbefreeofanPdebris,film,buildup,ordust
9.AllshelvesanddrawersthroughouttheroomwillbecompletelPfreeofdustanddebris
10.Bedswillpresentaplushandcomfortableappearance,witheGtrapillows(4onkingbed,2ondoublebeds)
11.AllbeddingmaterialswillbeineGcellentcondition,freeofwearandanPdebris,hairorstainwhatsoever
12.Entireroomisfreshandodor-freeandgivesanimpressionofgoodventilation
13.Temperaturecontrolsaresimpletouseandhavequickeffectivenessinchangingroomtemperature
14.RoomcollateralwillincludeFourSeasonsdirectorP,GuestServicesdirectorP,gueststationerP,joggingmap,guestquestionnaireandroomservicemenu,allineGcellentcondition
15.Instructionsfortelephone,voicemail,andfrequentlPusedhoteleGtensionswillbeprovided
16.PeriodicalswillincludeatleastFourSeasons(Regent)magazineandapopularlocalmagazine,allcurrentissuesandineGcellentcondition
17.Televisionsandradioswillbeingood,cleancondition,functionconvenientlP(includingremotes),andTVchanneldirectorPwillbeprominentlPavailable
18.Lightingwillprovidesuperiorreadingilluminationatthebed,desk,andchairs/sofas
19.MirrorsthroughouttheroomwillbespotlesslPclean,andineGcellentrepair
20.BathroomfiGtureswillbespotlesslPclean,freeofhair,damageanddiscoloration
21.TowelsandrobeswillbeineGcellentcondition,fluffPandabsorbentandcolor-consistent
22.DrainswillfunctionsmoothlPanddrainquicklP
23.TapswillfunctionsmoothlPandprovideforfirmwaterpressureinallfiGtures
24.GroutandcaulkwillbeineGcellentrepair,andwillnotshowanPdiscoloration
25.Lightedshavingmirr
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