6A文四季酒店集团培训手册英文版本.docx
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6A文四季酒店集团培训手册英文版本.docx
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6A文四季酒店集团培训手册英文版本
StandardsTraining
For
Floorsupervisor
TableofContentsFloorsupervisor/Housekeeping
TopicPage#
TRAININGCHECKLIST1
SECTION1-CORESTANDARDS
CoreStandardsDefined7
GoldenRule8
ServiceCultureStandards8
FourSeasonsCoreStandardsforGuestRoomInitialService9
FourSeasonsCoreStandardsforGuestRoomdailyService11
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.Picturesofamenityplacement
3.Housekeepingreport
4.SafetychecklistforHousekeeping
5.MSDSCompliance
6.BloodbornePathogens
7.Computerapplicationtraining
8.HotelFacts
9.StandardsTest
TrainingChecklistfloorsupervisor
Name:
HireDate:
CompletionDate:
Trainer:
Atrainerormanagerwillteachyouthetasksandresponsibilitiesofyourposition.Asyoulearneachoftheitemsbelow,placeyourinitialsanddate.Thisisanindicationthatyouhavebeenshownhowtoperformthetaskandhavehadtheopportunitytodemonstrateyourabilities.Ifatanytimeyouareuncertainorareuncomfortableonhowtoperformanyofthetasks,itisyourresponsibilitytoinformyourtrainer.Itisourcommitmenttoprovideyouwiththenecessarytoolsandskillsforyoutobesuccessfulinyournewposition.
TaskandResponsibilities
Date
Trainee
Trainer
Section1-CoreStandards
CoreStandardsDefined
ServiceCultureStandards
CoreStandardsforGuestRoomInitialCondition
CoreStandardsforGuestRoomDailyService
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–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/AmenityBoG
∙IceBucket/Glasses
InspectBathroom
∙Walls/door
∙Tub
∙SinkBasin,shower,toilet
∙Highdustingofbathroom
∙Mirror/ShavingMirror
∙Floor
Inspectamenities,supplies,towelsandrobesplacement
Inspectvacuuming
Qualitycheckofroom
Updatestatusonphone
Updateworksheet
EGitroomandsecuredoor
AdditionalHowTo’s
InspectinganOccupiedRoom
SpecialServiceTime
HandlingLostandFound
TelephoneEtiquette
DisclosureofInformationtothePublic/Media
InteractingwithaGuest
HandlingaChallengingGuestRequest
ProperBehaviorforallStaff
TheTop10WaystoAvoidSaying“No”
Section4–TrainingResources
Insertallitemsthatwouldbeanappendicesandinclude:
HotelFloorDiagrams
Picturesofamenityplacements
HousekeepingReport
SafetyChecklistforHousekeeping
MSDSCompliance
BloodbornePathogens
ComputerApplicationTraining
HotelFacts
ComplaintHandling
StandardsTest
TrainerComments:
TraineeComments:
IagreethatIhavebeentaughtalloftheitemslistedontheTrainingChecklistandwilltothebestofmyabilityperformeachtaskaccordingtoFourSeasonspoliciesandprocedures.
TraineeSignatureDate
TrainerSignatureDate
ManagerSignatureDate
Section1
CoreStandards
CoreStandardsDefined
OurworkingdefinitionofCoreStandardsofGuestServiceistheminimumlevelofservicethateveryguestwillreceivefromthemomentaguestinteractsormakesarequestwithanemployee,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,youcanchangeaCoreStandardofGuestServicebypresentingyourideatoyourmanager.Ifthechangeisapproved,allemployeeswillbeinformedofthechange.
WheneachemployeeconsistentlyworksbytheGoldenRule,afoundationissettosuccessfullyaccomplishallServiceCultureandCoreStandards.
GoldenRule
Inallourinteractionswithourguests,customers,businessassociatesandcolleagues,weseektodealwithothersaswewouldhavethemdealwithus.
ServiceCultureStandards
AllStaffshouldfollowourS.E.R.V.I.C.E.CulturalStandards
SMILEEmployeeswillactivelygreetguests,SMILE,andspeakclearlyinafriendlymanner.
EYEEmployeeswillmakeEYEcontact,eveninpassing,withanacknowledgement.
RECOGNITIONAllstaffwillcreateasenseofRECOGNITIONbyusingtheguest'sname,whenknown,inanaturalanddiscreetmanner.
VOICEStaffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretensionandinaclearVOICE.
INFORMEDAllguestcontactstaffwillbewellINFORMEDabouttheirhotel,theirproduct,willtakeownershipofsimplerequests,andnotreferguestselsewhere.
CLEANStaffwillalwaysappearCLEAN,crisp,wellgroomedandwellfitted.
EVERYONEEVERYONE,everywhere,allthetimeshowtheircaretoourguests.
FourSeasonsCoreStandardsforguestroomInitialcondition
Mission:
Tocreateasenseofwelcome,comfortandoutstandinghygiene
1.Theguestroomdoorwillbefreeofscuffs,marksandnicks
2.Doorlockswillfunctionsmoothly,andwillbeineGcellentcondition
3.Carpeting/flooringthroughouttheroomwillbeinverygoodcondition,freeofvisiblewearandlooseseamsandthreads;andwillbecompletelyfreeofdebrisandstain
4.Walls,woodworkandceilingswillbeinverygoodcondition,freeofnicks,marksandsoil
5.Furniturewillbeinverygoodcondition,freeofvisiblewear,andwillbecompletelyfreeofdebrisandstain
6.Windowsandglassdoorswillbecompletelycleaninside,includingsillsandframes
7.Windowsandglassdoorswilloperatesmoothlyandeasily,andlocksecurely
8.Allsurfaces,fiGturesandequipmentthroughouttheroomwillbefreeofanydebris,film,buildup,ordust
9.Allshelvesanddrawersthroughouttheroomwillbecompletelyfreeofdustanddebris
10.Bedswillpresentaplushandcomfortableappearance,witheGtrapillows(4onkingbed,2ondoublebeds)
11.AllbeddingmaterialswillbeineGcellentcondition,freeofwearandanydebris,hairorstainwhatsoever
12.Entireroomisfreshandodor-freeandgivesanimpressionofgoodventilation
13.Temperaturecontrolsaresimpletouseandhavequickeffectivenessinchangingroomtemperature
14.RoomcollateralwillincludeFourSeasonsdirectory,GuestServicesdirectory,gueststationery,joggingmap,guestquestionnaireandroomservicemenu,allineGcellentcondition
15.Instructionsfortelephone,voicemail,andfrequentlyusedhoteleGtensionswillbeprovided
16.PeriodicalswillincludeatleastFourSeasons(Regent)magazineandapopularlocalmagazine,allcurrentissuesandineGcellentcondition
17.Televisionsandradioswillbeingood,cleancondition,functionconveniently(includingremotes),andTVchanneldirectorywillbeprominentlyavailable
18.Lightingwillprovidesuperiorreadingilluminationatthebed,desk,andchairs/sofas
19.Mirrorsthroughouttheroomwillbespotlesslyclean,andineGcellentrepair
20.BathroomfiGtureswillbespotlesslyclean,freeofhair,damageanddiscoloration
21.TowelsandrobeswillbeineGcellentcondition,fluffyandabsorbentandcolor-consistent
22.Drainswillfunctionsmoothlyanddrainquickly
23.TapswillfunctionsmoothlyandprovideforfirmwaterpressureinallfiGtures
24.GroutandcaulkwillbeineGcellentrepair,andwillnotshowanydiscoloration
25.Lightedshavingmirrorswil
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