四季酒店集团培训手册英文版本Word文件下载.docx
- 文档编号:17104132
- 上传时间:2022-11-28
- 格式:DOCX
- 页数:12
- 大小:135.62KB
四季酒店集团培训手册英文版本Word文件下载.docx
《四季酒店集团培训手册英文版本Word文件下载.docx》由会员分享,可在线阅读,更多相关《四季酒店集团培训手册英文版本Word文件下载.docx(12页珍藏版)》请在冰豆网上搜索。
SequeneeforInspectingaCheck-Out/VacantRoom20
SECTION3-HOWTOS
HowTo'
sDefined23
Do'
s&
Don'
ts24
sfornspectingaCheckOut/VacantRoom25
AdditionalHowTo'
s32
SECTION4-TRAININGRESOURCES
Insertallitemsthatwouldbeanappendicesandinclude:
1.HotelFloorDiagrams
2.Picturesofamenityplacement
3.Housekeepingreport
4.SafetychecklistforHousekeeping
5.MSDSComplianee
6.BloodbornePathogens
7.Computerapplicationtraining
8.HotelFacts
9.StandardsTest
TrainingChecklist
Name:
HireDate:
CompletionDate:
Trainer:
Atrainerormanagerwillteachyouthetasksandresponsibilitiesofyourposition.Asyoulearneachoftheitemsbelow,placeyourinitialsanddate.Thisisanindicationthatyouhavebeenshownhowtoperformthetaskandhavehadtheopportunitytodemonstrateyourabilities.Ifatanytimeyouareuncertainorareuncomfortableonhowtoperformanyofthetasks,itisyourresponsibilitytoinformyourtrainer.Itisourcommitmenttoprovideyouwiththenecessarytoolsandskillsforyoutobesuccessfulinyournewposition.
TaskandResponsibilitiesDateTraineeTrainer
Section1-CoreStandards
CoreStandardsDefined
ServiceCultureStandards
CoreStandardsforGuestRoomInitialCondition
CoreStandardsforGuestRoomDailyService
CoreStandardsforGuestRoomEveningService
CoreStandardsforProblemResolution
Section2-SequenceofService
SequeneeofServiceDefined
SequeneeofServiceforInspectingaCheckout/VacantRoom
Section3-HowTo'
s
sDefined
sandDon'
ts
HowTo'
sforInspectingaCheckOut/VacantRoom
Entertheguestroom
Startfromentrance-movearoundtheroom
Inspecttheroomformaintenance
Inspecttrashbins
Inspectbedmaking/underbed
Inspectdusting
Inspectnightstandclosesttobathroom
*Clockradio-setalarmto12pm/radioat92.5
Nightsetclosesttodesk:
*Telephone/notepad/pencil/lnspectforcleanliness
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/AmenityBox
*IceBucket/Glasses
InspectBathroom
*Walls/door
•Tub
*SinkBasin,shower,toilet
•Highdustingofbathroom
•Mirror/ShavingMirror
*Floor
Inspectamenities,supplies,towelsandrobesplacement
Inspectvacuuming
Qualitycheckofroom
Updatestatusonphone
Updateworksheet
Exitroomandsecuredoor
s
InspectinganOccupiedRoom
SpecialServiceTime
HandlingLostandFound
TelephoneEtiquette
DisclosureofInformationtothePublic/Media
InteractingwithaGuest
HandlingaChallengingGuestRequest
ProperBehaviorforallStaff
TheTop10WaystoAvoidSaying“No”
Section4-TrainingResources
Insertallitemsthatwouldbeanappendicesandinclude:
HotelFloorDiagrams
Picturesofamenityplacements
HousekeepingReport
SafetyChecklistforHousekeeping
MSDSComplianee
BloodbornePathogens
ComputerApplicationTraining
HotelFacts
ComplaintHandling
StandardsTest
TrainerComments:
TraineeComments:
IagreethatIhavebeentaughtalloftheitemslistedontheTrainingChecklistandwilltothebestofmyabilityperformeachtaskaccordingtoFourSeasonspoliciesandprocedures.
TraineeSignature
Date
TrainerSignature
ManagerSignature
SECTION1
CORESTANDARDS
CoreStandardsDefined
OurworkingdefinitionofCoreStandardsofGuestServicsetheminimumlevelofservicethateveryguestwillreceivefromthemomentaguestinteractsormakesarequestwithanemployee,untiltheinteractionorrequestiscompleted.AllguestswillreceivetheseserviceCoreStandards,regardlessof:
whattheguestrequests
thetimeofday
anystaffing,personnelorpersonalproblems.
1.UNDERSTANDthat:
a)Ifyouarenotdirectlyservingaguest,thenyouareassistingthepersonwhoisservingtheguest.
b)CoreStandardsofGuestServioeenon-negotiable.
c)TheonlypersonwhocanchangeouCoreStandardsofGuestServicsetheguest-notthemanager,oranyemployee.
d)TheCoreStandardsofGuestServioeebasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompany.
e)ImplementationoftheseCoreStandardsofGuestServicsenecessaryforoursuccessandmustbeachieved100%ofthetime,for100%ofourguests.
2.REMEMBERthat:
a)CoreStandardsofGuestServioeewrittentoensurethatweconsistentlymeetthe
guest'
sneeds,andnottheemployee'
sneeds.
c)Ifyouhaveabetterwaytomeetourguests'
needs,yCorcaStahodagela
ofGuestServiceypresentingyourideatoyourmanager.Ifthechangeisapproved,allemployeeswillbeinformedofthechange.
WheneachemployeeconsistentlyworksbytheGoldenRule,afoundationissettosuccessfullyaccomplishallServiceCultureandCoreStandards.
GoldenRule
Inallourinteractionswithourguests,customers,businessassociatesandcolleagues,weseektodealwithothersaswewouldhavethemdealwithus.
ServiceCultureStandards
AllStaffshouldfollowourS.E.R.V.I.C.E.CulturalStandards
SMILEEmployeeswillactivelygreetguests,SMILE,andspeakclearlyin
afriendlymanner.
EYEEmployeeswillmakeEYEcontact,eveninpassing,withan
acknowledgement.
AllstaffwillcreateasenseofRECOGNITIONbyusingtheguest'
sname,whenknown,inanaturalanddiscreetmanner.
Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretensionandinaclearVOICE.
AllguestcontactstaffwillbewellINFORMEDabouttheirhotel,theirproduct,willtakeownershipofsimplerequests,andnotreferguestselsewhere.
EVERYONE
StaffwillalwaysappearCLEAN,crisp,wellgroomedandwellfitted.
EVERYONE,everywhere,allthetimeshowtheircaretoourguests.
FourSeasonsCoreStandards
forGUESTROOMINITIALCONDITION
Mission:
Tocreateasenseofwelcome,comfortandoutstandinghygiene
1.Theguestroomdoorwillbefreeofscuffs,marksandnicks
2.Doorlockswillfunctionsmoothly,andwillbeinexcellentcondition
3.Carpeting/flooringthroughouttheroomwillbeinverygoodcondition,freeofvisiblewearandlooseseamsandthreads;
andwillbecompletelyfreeofdebrisandstain
4.Walls,woodworkandceilingswillbeinverygoodcondition,freeofnicks,marksandsoil
5.Furniturewillbeinverygoodcondition,freeofvisiblewear,andwillbecompletelyfreeof
debrisandstain
6.Windowsandglassdoorswillbecompletelycleaninside,includingsillsandframes
7.Windowsandglassdoorswilloperatesmoothlyandeasily,andlocksecurely
8.Allsurfaces,fixturesandequipmentthroughouttheroomwillbefreeofanydebris,film,buildup,ordust
9.Allshelvesanddrawersthroughouttheroomwillbecompletelyfreeofdustanddebris
10.Bedswillpresentaplushandcomfortableappearanee,withextrapillows(4onkingbed,2ondoublebeds)
11.Allbeddingmaterialswillbeinexcellentcondition,freeofwearandanydebris,hairorstainwhatsoever
12.Entireroomisfreshandodor-freeandgivesanimpressionofgoodventilation
13.Temperaturecontrolsaresimpletouseandhavequickeffectivenessinchangingroomtemperature
14.RoomcollateralwillincludeFourSeasonsdirectory,GuestServicesdirectory,gueststationery,joggingmap,guestquestionnaireandroomservicemenu,allinexcellentcondition
15.Instructionsfortelephone,voicemail,andfrequentlyusedhotelextensionswillbeprovided
16.PeriodicalswillincludeatleastFourSeasons(Regent)magazineandapopularlocalmagazine,allcurrentissuesandinexcellentcondition
17.Televisionsandradioswillbeingood,cleancondition,functionconveniently(includingremotes),andTVchanneldirectorywillbeprominentlyavailable
18.Lightingwillprovidesuperiorreadingilluminationatthebed,desk,andchairs/sofas
19.Mirrorsthroughouttheroomwillbespotlesslyclean,andinexcellentrepair
20.Bathroomfixtureswillbespotlesslyclean,freeofhair,damageanddiscoloration
21.Towelsandrobeswillbeinexcellentcondition,fluffyandabsorbentandcolor-consistent
22.Drainswill
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 四季 酒店 集团 培训 手册 英文 版本