喜來(lái)登酒店房務(wù)部ABC操作規(guī)范

喜來(lái)登酒店房務(wù)部ABC操作規(guī)范第1頁(yè)/共46頁(yè)ThreeStepsinthetrainingprocess

培訓(xùn)的三大部分

IntroductionoftheABC`sHousekeepingProcess介紹管家部客房ABC的工程流程DemonstrationoftheABC`sofHousekeepingProcess實(shí)際演練管家部客房ABC的工程流程ThreeFormstoImplementtheABC`sofHousekeeping實(shí)施管家部客房ABC的三個(gè)表格第2頁(yè)/共46頁(yè)Objectives

培訓(xùn)目標(biāo)Statethetopthreedriversofguestsatisfaction清楚影響客人滿意度的三大因素StatethetopfourdriversofguestDIS-satisfaction清楚四種重大的清潔過(guò)失Understandwhyweusethe“CODE”理解掌握如何對(duì)員工進(jìn)行培訓(xùn)的方法Understandhowtogiveeffectivefeedback理解掌握如何進(jìn)行有效的反饋第3頁(yè)/共46頁(yè)Whatgoodlearnersdo好的員工是如何進(jìn)行學(xué)習(xí)的Whatgoodtrainersdo好的訓(xùn)導(dǎo)師是如何進(jìn)行培訓(xùn)的第4頁(yè)/共46頁(yè)

What`sABC`sofhousekeeping?什么是客房部ABC`s？第5頁(yè)/共46頁(yè)撤走臟的布草第6頁(yè)/共46頁(yè)

床第7頁(yè)/共46頁(yè)噴灑清潔劑第8頁(yè)/共46頁(yè)抹塵第9頁(yè)/共46頁(yè)清潔浴室第10頁(yè)/共46頁(yè)最后清潔臥室第11頁(yè)/共46頁(yè)ABCwillreducevariabilityofacoreprocessABC可減少操作程序改變的機(jī)率.ABCidentifiespotentialareasofimprovementABC可顯示出潛在的可供改進(jìn)的方面.ABCwillspeedupTransferofInnovationwithintheDivision.Wewouldprefertoimplementaprovenprocess,ratherthancreateanewoneABC加速了部門(mén)變革運(yùn)轉(zhuǎn).相對(duì)于建立一個(gè)新的工作程序，我們喜歡執(zhí)行一個(gè)程序.ABCwillenhancetheconsistencyofqualityABC可提高質(zhì)量的持續(xù)性ABCwillhelpusforquickimplementationintonewlyopenedpropertiesABC可以幫我們快速的執(zhí)行到新的酒店里.ABChasverywellstructuredtrainingprogramABC有很具指導(dǎo)性的培訓(xùn)計(jì)劃.ABChassystematicinspectionformsandauditsheetsinordertoensureconsistencyofsupervision為了確保監(jiān)督的持續(xù)性，ABC有系統(tǒng)的檢查表格和統(tǒng)計(jì)表.ABC’sofHousekeepingAdvantagesforthedivision?優(yōu)點(diǎn)?第12頁(yè)/共46頁(yè)DriversofGuestSatisfaction影響客人滿意度的因素Source:2000JDPower&AssociatesDomesticHotelGuestSatisfactionStudy-UpscaleSegment38%3%26%10%3%20%Departure離店OverallHotelCleanliness&Maintenance酒店總體清潔及保養(yǎng)HotelServices酒店服務(wù)Food&Beverage餐飲ArrivalProcess

抵店過(guò)程GuestRoom&Bath客房及浴室第13頁(yè)/共46頁(yè)Top10Factors

Intenttostay

影響客人逗留的十大因素Source:Penn,Schoen&BerlandAssociates,Inc.1999ResearchStudyCleanliness清潔Comfortable

Rooms客房舒適度Customer

Service服務(wù)Reputation

ofHotel酒店聲譽(yù)Quality

ofHotel酒店質(zhì)量Price價(jià)格Room

Amenities客用品Recommendations推薦Business

Amenities商務(wù)客人客用品Frequent

Guest

Program常客計(jì)劃第14頁(yè)/共46頁(yè)ABCofHSKPisnotadaptedtothenewBP-GreenRoomProgram. 客房部的ABC，不適用于新的BP－綠色客房計(jì)劃ABCtracksroomattendantsperformancewithsystematicapproach

usingspecifictoolssuchas“Short&LongInspectionForms”and

“ProcessAuditSheet”whichhelpstoensureconsistency.

Thisallowstolinktheirperformancetoanincentiveplanproposedby

theprogramandalsoidentifyareasfortraining&furtherdevelopment.

Anincentiveplanshouldbeoptional. ABC用系統(tǒng)的工具（例如快速查房表格和細(xì)化查房表格）追蹤客房服務(wù)員的成績(jī)，有助于確保成績(jī)跟蹤的連貫性.通過(guò)這個(gè)計(jì)劃，還提供了進(jìn)一步培訓(xùn)和發(fā)展的空間。我們建議將這些工具與獎(jiǎng)勵(lì)計(jì)劃結(jié)合使用的檢查結(jié)果作為一個(gè)輔助手段；如果沒(méi)有，那么請(qǐng)記得獎(jiǎng)勵(lì)員工好的行為。激勵(lì)計(jì)劃可以自由選擇。3.ABCisbasedon1maidcleaning1room.Somehotelsusea“buddysystem”withtworoomattendantscleaningineachroom.ABC是基于一個(gè)服務(wù)員清潔一個(gè)房間設(shè)立的.一些酒店采用“伙伴系統(tǒng)”，房間是由2個(gè)服務(wù)員合作完成。ABC’sofHousekeeping第15頁(yè)/共46頁(yè)DoingOrdinarythings

日常工作OperationalExcellence運(yùn)作優(yōu)點(diǎn)Caring關(guān)愛(ài)Revenues收入Inextra-ordinaryways

CleanRooms第16頁(yè)/共46頁(yè)Consistency&Quality連貫性和清潔質(zhì)量第17頁(yè)/共46頁(yè)EmployeeResearch

員工調(diào)查ExistingProcess現(xiàn)有工作程序ExistingSequence

現(xiàn)有順序Timing定時(shí)Result:Source:InternalSheratonCleanlinessStudyconductedin1997結(jié)果:第18頁(yè)/共46頁(yè)EmployeeResearch

員工調(diào)查ExistingProcess現(xiàn)有工作程序ExistingSequence

現(xiàn)有順序Timing定時(shí)Result:Source:InternalSheratonCleanlinessStudyconductedin1997結(jié)果:Action:行動(dòng)DevelopaSystematicapproachtoRoomCleanliness開(kāi)發(fā)一套房間清潔系統(tǒng)的方法第19頁(yè)/共46頁(yè)ABC’sofHousekeepingProcessProvideConsistency&quality確保連貫性和清潔質(zhì)量Saveyourtime

節(jié)省時(shí)間Saveyourtripstothecart&backtotheroom

省去了來(lái)回奔走于工作車(chē)和房間的次數(shù)Savere-cleaningefforts避免了重復(fù)清潔EnhanceGuestSatisfaction可提高客人滿意度Theprocesswasdesignedbyexpertsinthefieldto:此工作程序是由該領(lǐng)域?qū)＜以O(shè)計(jì)開(kāi)發(fā)的：第20頁(yè)/共46頁(yè)FourDeadlySins

四種重大的清潔過(guò)失HairintheBedLinen

床上有毛發(fā)GarbageorDebrisintheRoom房間內(nèi)有垃圾或碎屑HairintheBathroom浴室有毛發(fā)MoldontheTiles瓷磚上有霉變TheStarwoodCleanlinessstudyrevealedthat,accordingtoourguests,thereareFourSeriousCleanlinessIssues:喜達(dá)屋清潔研究表明，在客人眼中,有四種重大的清潔過(guò)失：Source:InternalSheratonCleanlinessStudyconductedin1997第21頁(yè)/共46頁(yè)床上有毛發(fā)第22頁(yè)/共46頁(yè)房間內(nèi)有垃圾或碎屑第23頁(yè)/共46頁(yè)浴室有毛發(fā)第24頁(yè)/共46頁(yè)瓷磚上有霉變第25頁(yè)/共46頁(yè)Ifanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4個(gè)清潔上的致命過(guò)失被我們的客人遇到，他們就會(huì)投訴。FourDeadlySins

四種重大的清潔過(guò)失床上毛發(fā)房間垃圾浴室毛發(fā)瓷磚霉變不說(shuō)什么通知服務(wù)員清潔換房退房第26頁(yè)/共46頁(yè)GuestExpectationsofHotel

客人期望的酒店Clean&Correctwithin15minutes15分鐘內(nèi)清潔完房間Changerooms換房Upgrade客房升級(jí)GiftCertificate送禮物Freedinner免費(fèi)餐Refundordiscount退款或打折Ifanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4個(gè)清潔上的重大過(guò)失被我們的客人遇到，他們就會(huì)投訴。第27頁(yè)/共46頁(yè)DirectImpact直接影響

Inadditiontothefinancialimpactcausedbyrebatesandre-cleaningeffortstheimpactisfeltonguestloyaltythrough…

打折和重復(fù)清潔不僅造成經(jīng)濟(jì)上的損失，更會(huì)影響客人對(duì)酒店的忠誠(chéng)度…Consistency&Quality 連貫性和清潔質(zhì)量IncreaseinLRAScores 增加LRA分?jǐn)?shù)IncreaseinGSIScores 增加GSI分?jǐn)?shù)第28頁(yè)/共46頁(yè)

TheABC`sManual

第29頁(yè)/共46頁(yè)LearningStylesInventory不同人的學(xué)習(xí)風(fēng)格第30頁(yè)/共46頁(yè)AdultLearning

成年人學(xué)習(xí)TheLearningPyramid學(xué)習(xí)記憶的金字塔講座5%閱讀視聽(tīng)設(shè)備10%20%演示討論實(shí)際操作30%50%75%80%培訓(xùn)他人/立即操作第31頁(yè)/共46頁(yè)

TheCODE

培訓(xùn)員工的方法E＝Explain講解D＝Demonstration演示O＝Observe觀察C＝Coach指導(dǎo)第32頁(yè)/共46頁(yè)Explain

講解PrepareTheEmployee告訴員工你要講什么-DefinePurpose,Objectives&Standards介紹培訓(xùn)目的、目標(biāo)及標(biāo)準(zhǔn)-IdentifyWIIFM指出為什么要進(jìn)行培訓(xùn)，培訓(xùn)的好處GiveAnOverview概述主要內(nèi)容BreakTheWholeIntoParts化整為零Step-By-Step循序漸進(jìn)EasierPartsFirst,ThenMoreDifficult先易后難第33頁(yè)/共46頁(yè)Demonstrate

演示InClearView確保每位員工都可以看到DoItForThem演示Show&Tell邊做邊講解RecapTheKeyPoints回顧要點(diǎn)AskOpenEndedQuestions問(wèn)具體問(wèn)題DemonstrateAgain再次演示，加強(qiáng)記憶第34頁(yè)/共46頁(yè)Observe

觀察LetTheTraineeDoTheWholeJob讓員工操作整個(gè)工作過(guò)程ProvideAssistance,OnlyIfNecessary只有必要時(shí)才提供幫助LetThemMakeAMistake允許員工犯錯(cuò)誤HaveTheEmployeeTeachYou讓員工教你第35頁(yè)/共46頁(yè)Coach

指導(dǎo)TellThemHowTheyDid告訴員工他們做的怎么樣RedirectThemOnAnyPartsTheyPerformedIncorrectly對(duì)于不正確的環(huán)節(jié)再進(jìn)行指導(dǎo)GiveEffectiveFeedback進(jìn)行有效的反饋LetThemPractice讓員工進(jìn)行練習(xí)第36頁(yè)/共46頁(yè)Feedback

反饋Positive好的方面What哪些方面Why為什么ForImprovement有待提高的方面What哪些方面Alternative其它方法Why為什么第37頁(yè)/共46頁(yè)Recap

讓我們回顧一下所學(xué)的內(nèi)容Thetopthreedriversofguestsatisfaction影響客人滿意度的三大因素-GuestRooms&Bath客房及浴室-OverallCleanliness總體清潔-ArrivalProcess抵店過(guò)程TheFourDeadlySins四種重大的清潔過(guò)失Whatdoesthe“CODE”standfor?培訓(xùn)員工的方法？Howtogiveeffectivefeedback?如何進(jìn)行有效的反饋？第38頁(yè)/共46頁(yè)Objectives培訓(xùn)目標(biāo)CommittotheABC`sprocessandtrainingplan掌握ABC的清潔程序及培訓(xùn)計(jì)劃Identifyandremovebarrierstoindividualandteamsuccess認(rèn)識(shí)并克服在實(shí)施ABC過(guò)程中會(huì)出現(xiàn)的障礙Supportyourteam`songoingcommitmentandbuy-in贏得員工的承諾與支持第39頁(yè)/共46頁(yè)CleaningPath－TheABC`sofHou