四季酒店[Four Seasons]客房樓層主管培訓(xùn)手冊(cè)（英）P64

1、Floor Supervisor/HousekeepingTraining ChecklistStandards TrainingForFLOOR SUPERVISOR四四季季酒酒店店集集團(tuán)團(tuán)Floor Supervisor/HousekeepingTraining ChecklistTABLE OF CONTENTSFLOOR SUPERVISOR/HOUSEKEEPING TOPIC PAGE #TRAINING CHECKLIST1SECTION 1 - CORE STANDARDSCore Standards Defined7Golden Rule8Service Culture St

2、andards 8Four Seasons Core Standards for Guest Room Initial Service9Four Seasons Core Standards for Guest Room daily Service11Four Seasons Core standards for Guest Room Evening Service13Four Seasons Core standards for Housekeeping/Maintenance Request15Four Seasons Core Standards for Problem Resoluti

3、on16SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined19Sequence for Inspecting a Check-Out/ Vacant Room20SECTION 3 - HOW TOSHow Tos Defined23Dos & Donts24How Tos for Inspecting a Check Out/Vacant Room25Additional How Tos32SECTION 4 TRAINING RESOURCESInsert all items that would be an app

4、endices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogens7.Computer application training8.Hotel Facts9.Standards TestFloor Supervisor/HousekeepingTraining ChecklistTRAINING CHECKLISTFLOOR S

5、UPERVISORName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity

6、 to demonstrate your abilities. If at any time you are uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position. Task and

7、ResponsibilitiesDateTraineeTrainerSection 1 - Core StandardsCore Standards DefinedService Culture StandardsCore Standards for Guest Room Initial ConditionCore Standards for Guest Room Daily ServiceCore Standards for Guest Room Evening ServiceCore Standards for Problem ResolutionSection 2 - Sequence

8、of ServiceSequence of Service DefinedSequence of Service for Inspecting a Check out/Vacant RoomSection 3 - How TosHow Tos DefinedDos and DontsHow Tos for Inspecting a Check-Out/Vacant RoomEnter the guest roomFloor Supervisor/HousekeepingTraining ChecklistTask and ResponsibilitiesDateTraineeTrainerSt

9、art from entrance move around the room Inspect the room for maintenanceInspect trash binsInspect bed making/under bedInspect dustingInspect night stand closest to bathroomClock radio set alarm to 12pm/radio at 92.5Night set closest to desk:Telephone/notepad/pencil/Inspect for cleanliness Move clockw

10、ise to inspectFurniture/check drawer linersLamps/bulb wattage is 100 watts/light switchesWindows/check plants in suitesSecond telephone (desk) Desk/chairsPictures (frames/glass)Armoire (top right drawer turndown tray)Television/CDDrawers (Bottom left drawer 2 laundry bags/dockets)Inspect closetShelv

11、esWalls (Shoe horn, Clothes brushMirrorsHangers (7 male, 2 satin, 5 female)Safe safe drawer(Bed spread Bag/shopping bag)Inspect Mini-barCoffee Maker/Kettle/Mugs/Amenity BoxIce Bucket/GlassesInspect BathroomWalls/doorTubSink Basin, shower, toiletHigh dusting of bathroomMirror/Shaving MirrorFloor Insp

12、ect amenities, supplies, towels and robes placementInspect vacuumingQuality check of roomUpdate status on phoneUpdate worksheetExit room and secure doorFloor Supervisor/HousekeepingTraining ChecklistAdditional How TosInspecting an Occupied Room Special Service TimeHandling Lost and Found Telephone E

13、tiquetteDisclosure of Information to the Public/MediaInteracting with a GuestHandling a Challenging Guest RequestProper Behavior for all StaffThe Top 10 Ways to Avoid Saying “No”Section 4 Training ResourcesInsert all items that would be an appendices and include:Hotel Floor DiagramsPictures of ameni

14、ty placementsHousekeeping ReportSafety Checklist for HousekeepingMSDS ComplianceBloodborne PathogensComputer Application TrainingHotel Facts Complaint HandlingStandards TestTrainer Comments:Floor Supervisor/HousekeepingTraining ChecklistTrainee Comments:I agree that I have been taught all of the ite

15、ms listed on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee SignatureDateTrainer SignatureDateManager SignatureDateSECTION 1CORE STANDARDSFloor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four S

16、easons Hotels, Ltd. (312) 944 49498CORE STANDARDS DEFINEDOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All g

17、uests will receive these service Core Standards, regardless of:what the guest requeststhe time of day any staffing, personnel or personal problems.1.UNDERSTAND that:a)If you are not directly serving a guest, then you are assisting the person who is serving the guest.b)Core Standards of Guest Service

18、 are non-negotiable.c)The only person who can change our Core Standards of Guest Service is the guest - not the manager, or any employee.d)The Core Standards of Guest Service are based on the concept and the goals of the Department, the Hotel and the Company.e)Implementation of these Core Standards

19、of Guest Service is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests.2.REMEMBER that:a)Core Standards of Guest Service are written to ensure that we consistently meet the guests needs, and not the employees needs.c)If you have a better way to meet our guests ne

20、eds, you can change a Core Standard of Guest Service by presenting your idea to your manager. If the change is approved, all employees will be informed of the change.Floor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 49499When each employee consi

21、stently works by the Golden Rule, a foundation is set to successfully accomplish all Service Culture and Core Standards.GOLDEN RULEIn all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us.SERVICE CULTURE ST

22、ANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsSMILE Employees will actively greet guests, SMILE, and speak clearly in a friendly manner.EYEEmployees will make EYE contact, even in passing, with an acknowledgement.RECOGNITIONAll staff will create a sense of RECOGNITION by using

23、the guests name, when known, in a natural and discreet manner.VOICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.INFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple

24、requests, and not refer guests elsewhere.CLEAN Staff will always appear CLEAN, crisp, well groomed and well fitted.EVERYONEEVERYONE, everywhere, all the time show their care to our guests.Floor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494910F

25、OUR SEASONS CORE STANDARDSFOR GUEST ROOM INITIAL CONDITION Mission: To create a sense of welcome, comfort and outstanding hygiene1.The guest room door will be free of scuffs, marks and nicks2.Door locks will function smoothly, and will be in excellent condition3.Carpeting/flooring throughout the roo

26、m will be in very good condition, free of visible wear and loose seams and threads; and will be completely free of debris and stain4.Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5.Furniture will be in very good condition, free of visible wear, and will be

27、 completely free of debris and stain6.Windows and glass doors will be completely clean inside, including sills and frames7.Windows and glass doors will operate smoothly and easily, and lock securely8.All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup,

28、or dust9.All shelves and drawers throughout the room will be completely free of dust and debris10.Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2 on double beds)11.All bedding materials will be in excellent condition, free of wear and any debris, hair or st

29、ain whatsoever12.Entire room is fresh and odor-free and gives an impression of good ventilation13.Temperature controls are simple to use and have quick effectiveness in changing room temperature14.Room collateral will include Four Seasons directory, Guest Services directory, guest stationery, joggin

30、g map, guest questionnaire and room service menu, all in excellent condition15.Instructions for telephone, voice mail, and frequently used hotel extensions will be provided 16.Periodicals will include at least Four Seasons (Regent) magazine and a popular local magazine, all current issues and in exc

31、ellent condition17.Televisions and radios will be in good, clean condition, function conveniently (including remotes), and TV channel directory will be prominently available18.Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19.Mirrors throughout the room will be

32、 spotlessly clean, and in excellent repair20.Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21.Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22.Drains will function smoothly and drain quickly23.Taps will function smoothly

33、 and provide for firm water pressure in all fixtures24.Grout and caulk will be in excellent repair, and will not show any discoloration25.Lighted shaving mirrors will be installed in each bathroom, and general bathroom illumination will be superior for make-up purposes26.The bathroom amenities will

34、be invitingly and conveniently displayedFloor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 49491127.A night light or under-counter vanity light will be provided in all bathrooms. All rooms will have a CD player, with additional CDs available thro

35、ugh the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:Floor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494912FOUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: To maintain a se

36、nse of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1.Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner2.All guest contact staff will be able to answer basic questions about the property, wi

37、ll take ownership of simple requests, and not simply refer guests elsewhere3.All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner5.Staff will speak t

38、o guests in an attentive, natural and courteous manner, avoiding pretension6.Staff will always appear clean, crisp, polished, and well fitted7.In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at which time, a phone call will be placed to the room by a supervisor to d

39、etermine the guests needs; if the phone is not answered, the room will be serviced.8.The rooms furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest has placed it.9.Guest clothing which is on the bed or flo

40、or will be neatly folded and placed on the bed or chair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10.Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plain view; guests personal papers will not be dis

41、turbed in any way11.Carpeting/flooring throughout the room will be in very good condition, free of visible wear and loose seams and threads; and will be completely free of debris and stain12.All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust;

42、ashtrays emptied13.All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoever, with fresh sheeting daily14.Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15.Guest toiletries will be neatly arranged on a clean

43、, flat cloth if left on vanity. Cloths are not required for shelves16.Mirrors throughout the room will be spotlessly clean, and in excellent repair17.Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7: Recognizes a guests right to privacy, and addresses t

44、he problem of guests inadvertently using their DND while facilitating an opportunity for service. Floor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494913Standards 8 & 17: Allow us to return the room to impeccable condition with each re-make

45、 without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location. Room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition.Floor Supervisor/HousekeepingSe

46、ction 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494914FOUR SEASONS CORE STANDARDS GUEST ROOM EVENING SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1.Staff will actively gree

47、t guests, smile, make eye contact and speak clearly in a friendly manner2.All guest contact staff will be able to answer basic questions about the property, will take ownership of simple requests, and not simply refer guests elsewhere3.All staff, even in passing will engage guests with a smile, eye

48、contact and acknowledgment4.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner5.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6.Staff will always appear clean, crisp, polished, and well fitted

49、7.In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8.The rooms furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest placed it.9.Guest clothing which is on the bed

50、or floor will be neatly folded and placed on the bed or chair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10.Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plain view; guest personal papers will not be

51、 disturbed in any way11.Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf or cabinet12.Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room, if separate)13.Clock angled to face the bed; TV remote and TV directory placed b

52、edside14.Turndown tray will be left on bed, to include breakfast menu, laundry bag and form, shoeshine bag, and newspaper card15.Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required on shelves16.Mirrors throughout the room will be spotlessly clea

53、n, and in excellent repair17.Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18.Turndown service will be available to begin within ten minutes after guest specifically calls for serviceWhyStandard 7: Recognizes a guests right to privacy (and addresses the problem of

54、 guests inadvertently using their DND) while facilitating an opportunity for service.Floor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494915Standards 8-18: Allow us to return the room to impeccable condition with each turndown without inappropr

55、iately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possi

56、ble conditionFloor Supervisor/HousekeepingSection 1 Core Standards Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 494916FOUR SEASONS CORE STANDARDS FORHOUSEKEEPING & MAINTENANCE REQUESTMission: To provide responsive and immediate service1.Phone service will be highly efficient, including; an

57、swered before the fourth ring; no hold longer than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2.Staff on telephone will sound calm and organized, giving the guest an unhurried impression3.Staff will actively greet guests, smile, make eye

58、contact and speak clearly in a friendly manner4.All guest contact staff will be able to answer basic questions about the property, will take ownership of simple requests, and not simply refer guests elsewhere5.All staff, even in passing will engage guests with a smile, eye contact and acknowledgment

59、6.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner7.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8.Staff will always appear clean, crisp, polished, and well fitted9.Routine article delivery

60、 will occur within ten minutes from call (15 minutes in resorts)10.Items will be conveniently presented and set up - any item requiring plug-in will be set up (or offered)11.All items will be presented attractively and thoughtfully, not simply handed loosely to guests12.If maintenance is requested, staff will