洲際酒店建立標(biāo)準(zhǔn)

SETTINGSTANDARDS

建立標(biāo)準(zhǔn)COURSEOBJECTIVE章節(jié)目標(biāo)Bytheendofthissessionyouwillbeableto在本章節(jié)結(jié)束時，您將能夠:DefineastandardanddistinguishbetweenProduct&ServiceStandards定義標(biāo)準(zhǔn)及產(chǎn)品和服務(wù)標(biāo)準(zhǔn)之間的區(qū)別ExplainthedifferencesbetweenBrand,HotelandDepartmentStandards解釋品牌，酒店及部門之間的區(qū)別ExplaintheCharacteristicsofawellwrittenstandard解釋書寫完整良好的標(biāo)準(zhǔn)的特征Listtheactionstepstofollowwhensetting&implementingstandardsinyourDepartment列出在本部門設(shè)定及實施標(biāo)準(zhǔn)時遵循的行動步驟Writeastandard寫出一個標(biāo)準(zhǔn)A

statementdescribingtherequiredproductorserviceagainstwhichactualperformancecanbemeasured.

對需要的產(chǎn)品或服務(wù)的陳述，其實際工作表現(xiàn)可以被衡量Astandardestablishesexactlywhatourcustomersshouldreceive,forexample標(biāo)準(zhǔn)確立了我們應(yīng)當(dāng)為客人提供的服務(wù)，例如: Agreetingwithasmile帶著微笑的問候

Abarofsoap一條香皂

Noburntoutlightbulbs沒有燒壞的燈泡DEFINITIONOFA“STANDARD“

標(biāo)準(zhǔn)的定義Thesestandardsallowustomeasurewhetherweachievedthestandard.Ithasthefollowingcharacteristics標(biāo)準(zhǔn)衡量我們的服務(wù)是否達(dá)到了要求，其具有如下特征：ItiswhatourcustomersexpectineachBrand是我們的客人對每個品牌的期望Itisclearlystated;notamatterofopinion有清楚的表述而非僅是觀點Itallowsanyobservertosay“yes,achieved”or“standardnotachieved”任何旁觀者都可以評價說“是的，達(dá)到了標(biāo)準(zhǔn)”或者“沒有達(dá)到標(biāo)準(zhǔn)”BrandStandardsdifferentiatetheBrandswithinInterContinentsHotelsGroup洲際集團的各個品牌標(biāo)準(zhǔn)都不相同BRANDSTANDARDS

品牌標(biāo)準(zhǔn)DEFINITIONOFA“SERVICE”STANDARD

“服務(wù)”標(biāo)準(zhǔn)的定義Thegivingofassistanceorprovisionofsomethingtoguestandstaff.Italwaysconcernswhatwedoandhowwedosomething;howweact,speak,behave “服務(wù)”標(biāo)準(zhǔn)所體現(xiàn)的是為客人及/或員工提供幫助，具體涉及服務(wù)的內(nèi)容與方式，包括言行舉止。Aservicestandardestablishesthisexactly下列是服務(wù)標(biāo)準(zhǔn)的具體陳述舉例: Deliverwithin30minutes在30分鐘內(nèi)送到

Servefromtheleft從客人的左側(cè)服務(wù)

Knock3times敲三次門

EXAMPLEOFASERVICESTANDARD

服務(wù)標(biāo)準(zhǔn)實例 Informalrestaurant在非正式餐廳

"Beveragesandaperitifswillbeofferedpromptly,andservedwithin3minutesoforder" “盡快在點菜后3分鐘內(nèi)提供飲料與開胃酒”DEFINITIONOFA“PRODUCT”STANDARD

“產(chǎn)品”標(biāo)準(zhǔn)的定義Thesmall,tangibleitemsorthingswegiveorprovideguestswith,everyday,likeadrink,abedsheetorafaxmachineonloan服務(wù)“產(chǎn)品”包括我們每天為客人所提供的大小物品，例如飲料，床單或租賃的傳真機Aproductstandardestablishesexactlythenumber,size,styleorquality產(chǎn)品標(biāo)準(zhǔn)涉及數(shù)量、尺寸、款式或質(zhì)量，如：

Tonicwater250ml(1)一罐250毫升的湯力水

100%cottonnapkin22“x22“尺寸為22“x22“

的100%

全棉餐布

Paddedsatinblousehanger(4)四個加墊緞面襯衣架EXAMPLEOFAPRODUCTSTANDARD

產(chǎn)品標(biāo)準(zhǔn)實例 Housekeeping客房部：

ClosetRemovablehangers壁櫥里的可移動衣架Woodenwithribbedtrouserbar(8)八個木制褲裝衣架Woodenwithskirtclips(4)四個木制襯衫夾子Padded,satincoveredblousehangers(4)四個加墊緞面襯衣架DEFINITIONOFANOPERATINGSTANDARD

運作標(biāo)準(zhǔn)的定義Thewayinwhichweoperateourdepartmentsinordertoachievethehighlevelofservicestandards為了達(dá)到高水平服務(wù)標(biāo)準(zhǔn)而管理本部門的方式Generallyoperatingstandardsrefertobackofhouseactivities-awayfromtheguest指的是遠(yuǎn)離客人的后臺工作區(qū)域的總體運行標(biāo)準(zhǔn)EXAMPLESOFOPERATINGSTANDARDS

運行標(biāo)準(zhǔn)實例Engineering-Energy&WaterConservation工程部–節(jié)能與節(jié)水

3.15HVACplantregularlymaintainedHVAC機房要定期保養(yǎng)

3.21Cateringenergytargetssetformealproductionandmonitoring

為食品加工設(shè)定的餐飲節(jié)能目標(biāo)并進行監(jiān)督Housekeeping-GuestContact客房部－對客服務(wù)

1.1Alltelephonecallswillbeansweredbeforethefourthringandguestnamewillbeusedwhereverpossible所有電話需在第四聲響之前接起，如果可能，稱呼客人的姓名Housekeeping–Cleanliness客房部-清潔

1.8Housekeepingwillthoroughlyinspectallroomsaccordingtoaroomschecklistaftertheyaremade房間打掃后客房部要根據(jù)房間檢查表徹底檢查所有房間INTERCONTINENTALHOTELSSERVICE&PRODUCTSTANDARDS

洲際酒店的服務(wù)與產(chǎn)品標(biāo)準(zhǔn)Focusoncustomerexpectationsinsofarasourdailyworkimpactsthem

以對客服務(wù)的期望為中心，以及我們的工作帶來的影響Theydonotaddressinteriordesign,architecturalortechnicalproductorpurchasingspecifications

不涉及內(nèi)部設(shè)計，建筑或技術(shù)產(chǎn)品或采購規(guī)格Broad,addressthe“BigPicture”廣泛，著重介紹“主要特色”Representtheminimumacceptableservicelevelscustomersexpect代表客人期望的可接受的最基本的服務(wù)水平Reflectcustomerneedsandexpectations反映客人的需求與期望Donotcoverallsituations/circumstanceswhichariseineveryhotel并不包括每個酒店出現(xiàn)的所有情形/環(huán)境Maybefurtherdevelopedbystandardsthatthehotelsaddtomeet/exceedcustomerexpectationswhicharespecifictotheirownproperties酒店可能會進一步提高服務(wù)標(biāo)準(zhǔn)以增加符合/超越客人具體期望的服務(wù)CHARACTERISTICSOFBRANDSTANDARDS

品牌標(biāo)準(zhǔn)的特點STEPSINSETTINGBRANDSTANDARDS

品牌標(biāo)準(zhǔn)建立的步驟Levelsofcomplianceassessed,actionplanscompleted,training確定評估，完成行動計劃并進行培訓(xùn)Standardstranslated,publishedandimplemented標(biāo)準(zhǔn)翻譯完畢，公布并實施AreaManagingDirectorsreviewandapprove區(qū)域總監(jiān)審閱并批準(zhǔn)StandardsCommitteesreviews/propose標(biāo)準(zhǔn)委員會審閱/提議

Service,Product,Facilities,LifeSafetyteams服務(wù),產(chǎn)品,設(shè)施及安全隊伍CompetitionSurveys競爭者調(diào)查

Hotelcompetitors,restaurants,airlinesandotherservicebusinesses酒店同行，餐廳，航空公司及其他服務(wù)性業(yè)務(wù)Staffinvolvementandfeedback員工參與與反饋

RicheyReports集思廣益

Focusgroups,brainstorming關(guān)注團隊，頭腦風(fēng)暴

actionplanninggroups行動計劃組CustomerFeedback客人反饋

Marketingandconsumerresearch,commentcards,customerPerceptionSurvey,guestfocusgroups市場與顧客調(diào)查，意見卡，顧客期望調(diào)查，關(guān)注顧客小組BRANDSERVICEANDPRODUCTSTANDARDS品牌標(biāo)準(zhǔn)及服務(wù)標(biāo)準(zhǔn)Accounting財務(wù)部 Bar&Lounge酒吧與大堂吧BusinessCentre商務(wù)中心Conference&Banqueting宴會部Engineering工程部FineDining正餐餐廳Fitness健身中心FrontOffice前廳部GuestRelations客戶關(guān)系Housekeeping客房部InformalRestaurant休閑餐廳Kitchen&Stewarding廚房與管事部Laundry&DryCleaning洗衣房ManagementInformationSystems信息管理系統(tǒng)部MiniBars迷你吧PublicRelations公共關(guān)系Personnel人事部RoomService送餐部Sales銷售部Security保安部Telephones總機Training培訓(xùn)部UniformedServices工裝組

STEPSINSETTINGHOTELSTANDARDS

設(shè)定酒店標(biāo)準(zhǔn)的步驟DepartmentalStandardIssued部門標(biāo)準(zhǔn)頒布

Trainingcommences實施培訓(xùn)StandardsapprovedbyExecutiveCommitteeandGeneralManager由總經(jīng)理和行政委員會批準(zhǔn)標(biāo)準(zhǔn)DepartmentHeadreviewsStandards部門經(jīng)理審閱標(biāo)準(zhǔn)

BrandStandardsreviewedagainstlocalexpectations根據(jù)本地客戶的期望來審閱品牌標(biāo)準(zhǔn)CompetitionSurveys競爭者調(diào)查

Otherdepartments,hotelcompetitors,servicebusinesses其他部門，酒店業(yè)競爭者，其他服務(wù)性業(yè)務(wù)Staffinvolvementandfeedback員工參與與反饋

Focusgroups,brainstorming,observation,staffsurveys集思廣益，頭腦風(fēng)暴，觀察，員工意見調(diào)查Customerfeedback顧客反饋

ReceivedCommentCards,CustomerPerceptionSurveys收到的意見卡，顧客期望調(diào)查BrandStandardsarereceivedfromCorporateOffice從區(qū)域總部收到品牌標(biāo)準(zhǔn)EXAMPLESERVICESTANDARD&DEPARTMENTSTANDARDOFPERFORMANCE

服務(wù)標(biāo)準(zhǔn)及部門標(biāo)準(zhǔn)實例"Guests'nameswillbeusedatalltimesduringallinteractionsinpersonoronthetelephone“面對客人或通過電話與客人交流時，應(yīng)當(dāng)始終稱呼客人的姓名Task14-KnockingonGuestDoor任務(wù)14-敲客房門Task17-EnteringaGuestRoom任務(wù)17-進入客房Task18-UsingTelephone任務(wù)18-使用電話Task20-AnsweringTelephone任務(wù)20–接聽電話Task68-GuestContact任務(wù)68–聯(lián)系客人DepartmentStandardofPerformanceTrainingManual

部門服務(wù)標(biāo)準(zhǔn)培訓(xùn)手冊EXAMPLETASKBREAKDOWN任務(wù)分解實例Position職位: HouseAttendant客房部服務(wù)員Task任務(wù): Cleaningentranceandpavements/sidewalks清掃入口處及過道

STEP步驟

QUESTIONS問題

STANDARD標(biāo)準(zhǔn)1. Preparenecessaryequipment

準(zhǔn)備必需的工具Cleanpavements/sidewalksandentrancesdailyafter2a.m.每天下午兩點之后清掃過道及入口處Gatherbrush,dustpanwithlonghandleandgardenhose歸整掃帚，長柄畚箕和澆花軟管2. Inspectpavements/sidewalksandentrances檢查過道及入口Seepavements/sidewalksandentrancesarecleanandlitterfreebeforemorningrushhours在早晨高峰時間之前檢查過道和入口處是否干凈無垃圾3. Pickupcigaretteends,paperandotherlitter撿起煙頭，紙張和其他垃圾4. Cleanoutplantcontainers,removingcigaretteends,paperandotherlitter清潔花盆，收拾煙頭，紙張和其他垃圾Seeallplantcontainersarecleanandlitterfreebeforemorningrushhours在早晨高峰時間之前檢查花盆是否干凈無垃圾5. Washpavement/sidewalk清洗過道Wash2-3timesweeklyinsummer,onceaweekinwinter夏季每周沖洗兩至三次，冬季每周沖洗一次Hosedownallpavements/sidewalksaroundbuilding清洗樓體周圍的所有過道CHARACTERISTICS

OFAWELL-WRITTENSTANDARD

準(zhǔn)確書寫標(biāo)準(zhǔn)的特點Easilyunderstood易懂Describedetailedinterpersonalbehaviours描述人際間的細(xì)節(jié)行為Indicatecompleteness說明完整Canbeachievedconsistently可以持續(xù)達(dá)到Addresstimelinessasitrelatestocustomerexpectations