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(shí)，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(shū)寫(xiě)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(shí)施標(biāo)準(zhǔn)時(shí)遵循的行動(dòng)步驟Writeastandard寫(xiě)出一個(gè)標(biāo)準(zhǔn)A

statementdescribingtherequiredproductorserviceagainstwhichactualperformancecanbemeasured.

對(duì)需要的產(chǎn)品或服務(wù)的陳述，其實(shí)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(wèn)候

Abarofsoap一條香皂

Noburntoutlightbulbs沒(méi)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(duì)每個(gè)品牌的期望Itisclearlystated;notamatterofopinion有清楚的表述而非僅是觀點(diǎn)Itallowsanyobservertosay“yes,achieved”or“standardnotachieved”任何旁觀者都可以評(píng)價(jià)說(shuō)“是的，達(dá)到了標(biāo)準(zhǔn)”或者“沒(méi)有達(dá)到標(biāo)準(zhǔn)”BrandStandardsdifferentiatetheBrandswithinInterContinentsHotelsGroup洲際集團(tuán)的各個(gè)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(shí)例 Informalrestaurant在非正式餐廳

"Beveragesandaperitifswillbeofferedpromptly,andservedwithin3minutesoforder" “盡快在點(diǎn)菜后3分鐘內(nèi)提供飲料與開(kāi)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(jī)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(gè)加墊緞面襯衣架EXAMPLEOFAPRODUCTSTANDARD

產(chǎn)品標(biāo)準(zhǔn)實(shí)例 Housekeeping客房部：

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

運(yùn)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(tái)工作區(qū)域的總體運(yùn)行標(biāo)準(zhǔn)EXAMPLESOFOPERATINGSTANDARDS

運(yùn)行標(biāo)準(zhǔn)實(shí)例Engineering-Energy&WaterConservation工程部–節(jié)能與節(jié)水

3.15HVACplantregularlymaintainedHVAC機(jī)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(jìn)行監(jiān)督Housekeeping-GuestContact客房部－對(duì)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(duì)客服務(wù)的期望為中心，以及我們的工作帶來(lái)的影響Theydonotaddressinteriordesign,architecturalortechnicalproductorpurchasingspecifications

不涉及內(nèi)部設(shè)計(jì)，建筑或技術(shù)產(chǎn)品或采購(gòu)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(gè)酒店出現(xiàn)的所有情形/環(huán)境Maybefurtherdevelopedbystandardsthatthehotelsaddtomeet/exceedcustomerexpectationswhicharespecifictotheirownproperties酒店可能會(huì)進(jìn)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(diǎn)STEPSINSETTINGBRANDSTANDARDS

品牌標(biāo)準(zhǔn)建立的步驟Levelsofcomplianceassessed,actionplanscompleted,training確定評(píng)估，完成行動(dòng)計(jì)劃并進(jìn)行培訓(xùn)Standardstranslated,publishedandimplemented標(biāo)準(zhǔn)翻譯完畢，公布并實(shí)施AreaManagingDirectorsreviewandapprove區(qū)域總監(jiān)審閱并批準(zhǔn)StandardsCommitteesreviews/propose標(biāo)準(zhǔn)委員會(huì)審閱/提議

Service,Product,Facilities,LifeSafetyteams服務(wù),產(chǎn)品,設(shè)施及安全隊(duì)伍CompetitionSurveys競(jìng)爭(zhēng)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(tuán)隊(duì)，頭腦風(fēng)暴

actionplanninggroups行動(dòng)計(jì)劃組CustomerFeedback客人反饋

Marketingandconsumerresearch,commentcards,customerPerceptionSurvey,guestfocusgroups市場(chǎng)與顧客調(diào)查，意見(jiàn)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(cái)務(wù)部 Bar&Lounge酒吧與大堂吧BusinessCentre商務(wù)中心Conference&Banqueting宴會(huì)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(jī)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(shí)施培訓(xùn)StandardsapprovedbyExecutiveCommitteeandGeneralManager由總經(jīng)理和行政委員會(huì)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(lái)審閱品牌標(biāo)準(zhǔn)CompetitionSurveys競(jìng)爭(zhēng)者調(diào)查

Otherdepartments,hotelcompetitors,servicebusinesses其他部門，酒店業(yè)競(jìng)爭(zhēng)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(jiàn)調(diào)查Customerfeedback顧客反饋

ReceivedCommentCards,CustomerPerceptionSurveys收到的意見(jiàn)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(shí)例"Guests'nameswillbeusedatalltimesduringallinteractionsinpersonoronthetelephone“面對(duì)客人或通過(guò)電話與客人交流時(shí)，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(jìn)入客房Task18-UsingTelephone任務(wù)18-使用電話Task20-AnsweringTelephone任務(wù)20–接聽(tīng)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(cè)EXAMPLETASKBREAKDOWN任務(wù)分解實(shí)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(guò)道

STEP步驟

QUESTIONS問(wèn)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(diǎn)之后清掃過(guò)道及入口處Gatherbrush,dustpanwithlonghandleandgardenhose歸整掃帚，長(zhǎng)柄畚箕和澆花軟管2. Inspectpavements/sidewalksandentrances檢查過(guò)道及入口Seepavements/sidewalksandentrancesarecleanandlitterfreebeforemorningrushhours在早晨高峰時(shí)間之前檢查過(guò)道和入口處是否干凈無(wú)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(shí)間之前檢查花盆是否干凈無(wú)垃圾5. Washpavement/sidewalk清洗過(guò)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(guò)道CHARACTERISTICS

OFAWELL-WRITTENSTANDARD

準(zhǔn)確書(shū)寫(xiě)標(biāo)準(zhǔn)的特點(diǎn)Easilyunderstood易懂Describedetailedinterpersonalbehaviours描述人際間的細(xì)節(jié)行為Indicatecompleteness說(shuō)明完整Canbeachievedconsistently可以持續(xù)達(dá)到Addresstimelinessasitrelatestocustomerexpectations