酒店管理会所 四季酒店集团培训手册

StandardsTrainingForFLOORSUPERVISORFloorSupervisor/HousekeepingTrainingChecklistTABLEOFCONTENTSFLOORSUPERVISOR/HOUSEKEEPINGTOPICPAGE#TRAININGCHECKLIST1SECTION1-CORESTANDARDSCoreStandardsDefined7GoldenRule8ServiceCultureStandards8FourSeasonsCoreStandardsforGuestRoomInitialService9FourSeasonsCoreStandardsforGuestRoomdailyService11FourSeasonsCorestandardsforGuestRoomEveningService13FourSeasonsCorestandardsforHousekeeping/MaintenanceRequest15FourSeasonsCoreStandardsforProblemResolution16SECTION2-SEQUENCEOFSERVICESequenceofServiceDefined19SequenceforInspectingaCheck-Out/VacantRoom20SECTION3-HOWTO’SHowTo’sDefined23Do’s&Don’ts24HowTo’sforInspectingaCheckOut/VacantRoom25AdditionalHowTo’s32SECTION4–TRAININGRESOURCESInsertallitemsthatwouldbeanappendicesandinclude:1.HotelFloorDiagrams2.Picturesofamenityplacement3.Housekeepingreport4.SafetychecklistforHousekeeping5.MSDSCompliance6.BloodbornePathogens7.Computerapplicationtraining8.HotelFacts9.StandardsTestFloorSupervisor/HousekeepingTrainingChecklistTRAININGCHECKLISTFLOORSUPERVISORName:HireDate:CompletionDate:Trainer:Atrainerormanagerwillteachyouthetasksandresponsibilitiesofyourposition.Asyoulearneachoftheitemsbelow,placeyourinitialsanddate.Thisisanindicationthatyouhavebeenshownhowtoperformthetaskandhavehadtheopportunitytodemonstrateyourabilities.Ifatanytimeyouareuncertainorareuncomfortableonhowtoperformanyofthetasks,itisyourresponsibilitytoinformyourtrainer.Itisourcommitmenttoprovideyouwiththenecessarytoolsandskillsforyoutobesuccessfulinyournewposition.TaskandResponsibilitiesDateTraineeTrainerSection1-CoreStandardsCoreStandardsDefinedServiceCultureStandardsCoreStandardsforGuestRoomInitialConditionCoreStandardsforGuestRoomDailyServiceCoreStandardsforGuestRoomEveningServiceCoreStandardsforProblemResolutionSection2-SequenceofServiceSequenceofServiceDefinedSequenceofServiceforInspectingaCheckout/VacantRoomSection3-HowTo’sHowTo’sDefinedDo’sandDon’tsHowTo’sforInspectingaCheck-Out/VacantRoomEntertheguestroomFloorSupervisor/HousekeepingTrainingChecklistTaskandResponsibilitiesDateTraineeTrainerStartfromentrance–movearoundtheroomInspecttheroomformaintenanceInspecttrashbinsInspectbedmaking/underbedInspectdustingInspectnightstandclosesttobathroom•Clockradio–setalarmto12pm/radioat92.5Nightsetclosesttodesk:•Telephone/notepad/pencil/InspectforcleanlinessMoveclockwisetoinspect•Furniture/checkdrawerliners•Lamps/bulbwattageis100watts/lightswitches•Windows/checkplantsinsuites•Secondtelephone(desk)•Desk/chairs•Pictures(frames/glass)•Armoire(toprightdrawer–turndowntray)•Television/CD•Drawers(Bottomleftdrawer–2laundrybags/dockets)Inspectcloset•Shelves•Walls(Shoehorn,Clothesbrush•Mirrors•Hangers(7male,2satin,5female)•Safe–safedrawer•(BedspreadBag/shoppingbag)InspectMini-bar•CoffeeMaker/Kettle/Mugs/AmenityBox•IceBucket/GlassesInspectBathroom•Walls/door•Tub•SinkBasin,shower,toilet•Highdustingofbathroom•Mirror/ShavingMirror•FloorInspectamenities,supplies,towelsandrobesplacementInspectvacuumingQualitycheckofroomUpdatestatusonphoneUpdateworksheetExitroomandsecuredoorFloorSupervisor/HousekeepingTrainingChecklistAdditionalHowTo’sInspectinganOccupiedRoomSpecialServiceTimeHandlingLostandFoundTelephoneEtiquetteDisclosureofInformationtothePublic/MediaInteractingwithaGuestHandlingaChallengingGuestRequestProperBehaviorforallStaffTheTop10WaystoAvoidSaying“No”Section4–TrainingResourcesInsertallitemsthatwouldbeanappendicesandinclude:HotelFloorDiagramsPicturesofamenityplacementsHousekeepingReportSafetyChecklistforHousekeepingMSDSComplianceBloodbornePathogensComputerApplicationTrainingHotelFactsComplaintHandlingStandardsTestTrainerComments:FloorSupervisor/HousekeepingTrainingChecklistTraineeComments:IagreethatIhavebeentaughtalloftheitemslistedontheTrainingChecklistandwilltothebestofmyabilityperformeachtaskaccordingtoFourSeasonspoliciesandprocedures.TraineeSignatureDateTrainerSignatureDateManagerSignatureDateSECTION1CORESTANDARDSFloorSupervisor/HousekeepingSection1–CoreStandards©Copyright2002FourSeasonsHotels,Ltd.(312)94449497CORESTANDARDSDEFINEDOurworkingdefinitionofCoreStandardsofGuestServiceistheminimumlevelofservicethateveryguestwillreceivefromthemomentaguestinteractsormakesarequestwithanemployee,untiltheinteractionorrequestiscompleted.AllguestswillreceivetheseserviceCoreStandards,regardlessof:whattheguestrequeststhetimeofdayanystaffing,personnelorpersonalproblems.1.UNDERSTANDthat:a)Ifyouarenotdirectlyservingaguest,thenyouareassistingthepersonwhoisservingtheguest.b)CoreStandardsofGuestServicearenon-negotiable.c)TheonlypersonwhocanchangeourCoreStandardsofGuestServiceistheguest-notthemanager,oranyemployee.d)TheCoreStandardsofGuestServicearebasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompany.e)ImplementationoftheseCoreStandardsofGuestServiceisnecessaryforoursuccessandmustbeachieved1OO%ofthetime,for1OO%ofourguests.2.REMEMBERthat:a)CoreStandardsofGuestServicearewrittentoensurethatweconsistentlymeettheguest’sneeds,andnottheemployee’sneeds.c)Ifyouhaveabetterwaytomeetourguests’needs,youcanchangeaC