Starwood-The-ABC-of-housekeeping-房务部ABC操作规范

HousekeepingTheABC’sofWelcometoThreeStepsinthetrainingprocess培训的三大部分•IntroductionoftheABC`sHousekeepingProcess介绍管家部客房ABC的工程流程•DemonstrationoftheABC`sofHousekeepingProcess实际演练管家部客房ABC的工程流程•ThreeFormstoImplementtheABC`sofHousekeeping实施管家部客房ABC的三个表格Objectives培训目标•Statethetopthreedriversofguestsatisfaction清楚影响客人满意度的三大因素•StatethetopfourdriversofguestDIS-satisfaction清楚四种重大的清洁过失•Understandwhyweusethe“CODE”理解掌握如何对员工进行培训的方法•Understandhowtogiveeffectivefeedback理解掌握如何进行有效的反馈•Whatgoodlearnersdo好的员工是如何进行学习的•Whatgoodtrainersdo好的训导师是如何进行培训的What`sABC`sofhousekeeping?什么是客房部ABC`s？撤走脏的布草床喷洒清洁剂抹尘清洁浴室最后清洁卧室•ABCwillreducevariabilityofacoreprocessABC可减少操作程序改变的机率.•ABCidentifiespotentialareasofimprovementABC可显示出潜在的可供改进的方面.•ABCwillspeedupTransferofInnovationwithintheDivision.Wewouldprefertoimplementaprovenprocess,ratherthancreateanewoneABC加速了部门变革运转.相对于建立一个新的工作程序，我们喜欢执行一个程序.•ABCwillenhancetheconsistencyofqualityABC可提高质量的持续性•ABCwillhelpusforquickimplementationintonewlyopenedpropertiesABC可以帮我们快速的执行到新的酒店里.•ABChasverywellstructuredtrainingprogramABC有很具指导性的培训计划.•ABChassystematicinspectionformsandauditsheetsinordertoensureconsistencyofsupervision为了确保监督的持续性，ABC有系统的检查表格和统计表.ABC’sofHousekeepingAdvantagesforthedivision?优点?DriversofGuestSatisfaction影响客人满意度的因素Source:2000JDPower&AssociatesDomesticHotelGuestSatisfactionStudy-UpscaleSegment38%3%26%10%3%20%Departure离店OverallHotelCleanliness&Maintenance酒店总体清洁及保养HotelServices酒店服务Food&Beverage餐饮ArrivalProcess抵店过程GuestRoom&Bath客房及浴室Top10FactorsIntenttostay影响客人逗留的十大因素Source:Penn,Schoen&BerlandAssociates,Inc.1999ResearchStudy95%83%73%58%56%51%38%37%28%27%0%10%20%30%40%50%60%70%80%90%100%Cleanliness清洁ComfortableRooms客房舒适度CustomerService服务ReputationofHotel酒店声誉QualityofHotel酒店质量Price价格RoomAmenities客用品Recommendations推荐BusinessAmenities商务客人客用品FrequentGuestProgram常客计划1.ABCofHSKPisnotadaptedtothenewBP-GreenRoomProgram.客房部的ABC，不适用于新的BP－绿色客房计划2.ABCtracksroomattendantsperformancewithsystematicapproachusingspecifictoolssuchas“Short&LongInspectionForms”and“ProcessAuditSheet”whichhelpstoensureconsistency.Thisallowstolinktheirperformancetoanincentiveplanproposedbytheprogramandalsoidentifyareasfortraining&furtherdevelopment.Anincentiveplanshouldbeoptional.ABC用系统的工具（例如快速查房表格和细化查房表格）追踪客房服务员的成绩，有助于确保成绩跟踪的连贯性.通过这个计划，还提供了进一步培训和发展的空间。我们建议将这些工具与奖励计划结合使用的检查结果作为一个辅助手段；如果没有，那么请记得奖励员工好的行为。激励计划可以自由选择。3.ABCisbasedon1maidcleaning1room.Somehotelsusea“buddysystem”withtworoomattendantscleaningineachroom.ABC是基于一个服务员清洁一个房间设立的.一些酒店采用“伙伴系统”，房间是由2个服务员合作完成。ABC’sofHousekeepingDoingOrdinarythings日常工作OperationalExcellence运作优点Caring关爱Revenues收入Inextra-ordinarywaysCleanRoomsConsistency&Quality连贯性和清洁质量EmployeeResearch员工调查•ExistingProcess现有工作程序•ExistingSequence现有顺序•Timing定时Result:Source:InternalSheratonCleanlinessStudyconductedin1997结果:EmployeeResearch员工调查•ExistingProcess现有工作程序•ExistingSequence现有顺序•Timing定时Result:Source:InternalSheratonCleanlinessStudyconductedin1997结果:Action:行动DevelopaSystematicapproachtoRoomCleanliness开发一套房间清洁系统的方法ABC’sofHousekeepingProcess•ProvideConsistency&quality确保连贯性和清洁质量•Saveyourtime节省时间•Saveyourtripstothecart&backtotheroom省去了来回奔走于工作车和房间的次数•Savere-cleaningefforts避免了重复清洁•EnhanceGuestSatisfaction可提高客人满意度Theprocesswasdesignedbyexpertsinthefieldto:此工作程序是由该领域专家设计开发的：FourDeadlySins四种重大的清洁过失•HairintheBedLinen床上有毛发•GarbageorDebrisintheRoom房间内有垃圾或碎屑•HairintheBathroom浴室有毛发•MoldontheTiles瓷砖上有霉变TheStarwoodCleanlinessstudyrevealedthat,accordingtoourguests,thereareFourSeriousCleanlinessIssues:喜达屋清洁研究表明，在客人眼中,有四种重大的清洁过失：Source:InternalSheratonCleanlinessStudyconductedin1997床上有毛发房间内有垃圾或碎屑浴室有毛发瓷砖上有霉变8%59%27%6%5%64%24%8%32%40%31%4%26%51%15%3%0%10%20%30%40%50%60%70%HairinBedLinenGarbageinRoomHairinBathroomMoldonTileSigh&donothingCalltohaveroomcleanedChangeroomsCheckOutIfanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4个清洁上的致命过失被我们的客人遇到，他们就会投诉。FourDeadlySins四种重大的清洁过失床上毛发房间垃圾浴室毛发瓷砖霉变不说什么通知服务员清洁换房退房GuestExpectationsofHotel客人期望的酒店Clean&Correctwithin15minutes15分钟内清洁完房间Changerooms换房Upgrade客房升级GiftCertificate送礼物Freedinner免费餐Refundordiscount退款或打折Ifanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4个清洁上的重大过失被我们的客人遇到，他们就会投诉。DirectImpact直接影响Inadditiontothefinancialimpactcausedbyrebatesandre-cleaningeffortstheimpactisfeltonguestloyaltythrough…打折和重复清洁不仅造成经济上的损失，更会影响客人对酒店的忠诚度…–Consistency&Quality连贯性和清洁质量–IncreaseinLRAScores增加LRA分数–IncreaseinGSIScores增加GSI分数TheABC`sManualLearningStylesInventory不同人的学习风格AdultLearning成年人学习TheLearningPyramid学习记忆的金字塔讲座5%阅读视听设备10%20%演示讨论实际操作30%50%75%80%培训他人/立即操作TheCODE培训员工的方法•E＝Explain讲解•D＝Demonstration演示•O＝Observe观察•C＝Coach指导Explain讲解•PrepareTheEmployee告诉员工你要讲什么-DefinePurpose,Objectives&Standards介绍培训目的、目标及标准-IdentifyWIIFM指出为什么要进行培训，培训的好处•GiveAnOverview概述主要内容•BreakTheWholeIntoParts化整为零•Step-By-Step循序渐进•EasierPartsFirst,ThenMoreDifficult先易后难Demonstrate演示•InClearView确保每位员工都可以看到•DoItForThem演示•Show&Tell边做边讲解•RecapTheKeyPoints回顾要点•AskOpenEndedQuestions问具体问题•DemonstrateAgain再次演示，加强记忆Observe观察•LetTheTraineeDoTheWholeJob让员工操作整个工作过程•ProvideAssistance,OnlyIfNecessary只有必要时才提供帮助•LetThemM