四季酒店集團(tuán)員工培訓(xùn)手冊(cè)英文版本

StandardsTraining

For

Floorsupervisor

TableofContents

Floorsupervisor/Housekeeping

Topic Page#

TRAININGCHECKLIST 1

SECTION1-CORESTANDARDS

CoreStandardsDefined 7

GoldenRule 8

ServiceCultureStandards 8

FourSeasonsCoreStandardsforGuestRoomInitialService 9

FourSeasonsCoreStandardsforGuestRoomdailyService 11

FourSeasonsCorestandardsforGuestRoomEveningService 13

FourSeasonsCorestandardsforHousekeeping/MaintenanceRequest 15

FourSeasonsCoreStandardsforProblemResolution 16

SECTION2-SEQUENCEOFSERVICE

SequenceofServiceDefined 19

SequenceforInspectingaCheck-Out/VacantRoom 20

SECTION3-HOWTO’S

HowTo’sDefined 23

Do’s&Don’ts 24

HowTo’sforInspectingaCheckOut/VacantRoom 25

AdditionalHowTo’s 32

SECTION4–TRAININGRESOURCES

Insertallitemsthatwouldbeanappendicesandinclude:

HotelFloorDiagrams

Picturesofamenityplacement

Housekeepingreport

SafetychecklistforHousekeeping

MSDSCompliance

BloodbornePathogens

Computerapplicationtraining

HotelFacts

StandardsTest

TrainingChecklist

floorsupervisor

Name:

HireDate:

CompletionDate:

Trainer:

Atrainerormanagerwillteachyouthetasksandresponsibilitiesofyourposition.Asyoulearneachoftheitemsbelow,placeyourinitialsanddate.Thisisanindicationthatyouhavebeenshownhowtoperformthetaskandhavehadtheopportunitytodemonstrateyourabilities.Ifatanytimeyouareuncertainorareuncomfortableonhowtoperformanyofthetasks,itisyourresponsibilitytoinformyourtrainer.Itisourcommitmenttoprovideyouwiththenecessarytoolsandskillsforyoutobesuccessfulinyournewposition.

TaskandResponsibilities

Date

Trainee

Trainer

Section1-CoreStandards

CoreStandardsDefined

ServiceCultureStandards

CoreStandardsforGuestRoomInitialCondition

CoreStandardsforGuestRoomDailyService

CoreStandardsforGuestRoomEveningService

CoreStandardsforProblemResolution

Section2-SequenceofService

SequenceofServiceDefined

SequenceofServiceforInspectingaCheckout/VacantRoom

Section3-HowTo’s

HowTo’sDefined

Do’sandDon’ts

HowTo’sforInspectingaCheck-Out/VacantRoom

Entertheguestroom

Startfromentrance–movearoundtheroom

Inspecttheroomformaintenance

Inspecttrashbins

Inspectbedmaking/underbed

Inspectdusting

Inspectnightstandclosesttobathroom

Clockradio–setalarmto12pm/radioat92.5

Nightsetclosesttodesk:

Telephone/notepad/pencil/Inspectforcleanliness

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

AdditionalHowTo’s

InspectinganOccupiedRoom

SpecialServiceTime

HandlingLostandFound

TelephoneEtiquette

DisclosureofInformationtothePublic/Media

InteractingwithaGuest

HandlingaChallengingGuestRequest

ProperBehaviorforallStaff

TheTop10WaystoAvoidSaying“No”

Section4–TrainingResources

Insertallitemsthatwouldbeanappendicesandinclude:

HotelFloorDiagrams

Picturesofamenityplacements

HousekeepingReport

SafetyChecklistforHousekeeping

MSDSCompliance

BloodbornePathogens

ComputerApplicationTraining

HotelFacts

ComplaintHandling

StandardsTest

TrainerComments:

TraineeComments:

IagreethatIhavebeentaughtalloftheitemslistedontheTrainingChecklistandwilltothebestofmyabilityperformeachtaskaccordingtoFourSeasonspoliciesandprocedures.

TraineeSignature Date

TrainerSignature Date

ManagerSignature Date

Section1

CoreStandards

CoreStandardsDefined

OurworkingdefinitionofCoreStandardsofGuestServiceistheminimumlevelofservicethateveryguestwillreceivefromthemomentaguestinteractsormakesarequestwithanemployee,untiltheinteractionorrequestiscompleted.AllguestswillreceivetheseserviceCoreStandards,regardlessof:

whattheguestrequests

thetimeofday

anystaffing,personnelorpersonalproblems.

1. UNDERSTANDthat:

a) Ifyouarenotdirectlyservingaguest,thenyouareassistingthepersonwhoisservingtheguest.

b) CoreStandardsofGuestServicearenon-negotiable.

c) TheonlypersonwhocanchangeourCoreStandardsofGuestServiceistheguest-notthemanager,oranyemployee.

d) TheCoreStandardsofGuestServicearebasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompany.

e) ImplementationoftheseCoreStandardsofGuestServiceisnecessaryforoursuccessandmustbeachieved1OO%ofthetime,for1OO%ofourguests.

2. REMEMBERthat:

a) CoreStandardsofGuestServicearewrittentoensurethatweconsistentlymeettheguest’sneeds,andnottheemployee’sneeds.

c) Ifyouhaveabetterwaytomeetourguests’needs,youcanchangeaCoreStandardofGuestServicebypresentingyourideatoyourmanager.Ifthechangeisapproved,allemployeeswillbeinformedofthechange.

WheneachemployeeconsistentlyworksbytheGoldenRule,afoundationissettosuccessfullyaccomplishallServiceCultureandCoreStandards.

GoldenRule

Inallourinteractionswithourguests,customers,businessassociatesandcolleagues,weseektodealwithothersaswewouldhavethemdealwithus.

ServiceCultureStandards

\o"ClickToDownload"

AllStaffshouldfollowourS.E.R.V.I.C.E.CulturalStandards

SMILE Employeeswillactivelygreetguests,SMILE,andspeakclearlyinafriendlymanner.

EYE EmployeeswillmakeEYEcontact,eveninpassing,withanacknowledgement.

RECOGNITION AllstaffwillcreateasenseofRECOGNITIONbyusingtheguest'sname,whenknown,inanaturalanddiscreetmanner.

VOICE Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretensionandinaclearVOICE.

INFORMED AllguestcontactstaffwillbewellINFORMEDabouttheirhotel,theirproduct,willtakeownershipofsimplerequests,andnotreferguestselsewhere.

CLEAN StaffwillalwaysappearCLEAN,crisp,wellgroomedandwellfitted.

EVERYONE 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,andwillbecompletelyfreeofdebrisandstain

6. Windowsandglassdoorswillbecompletelycleaninside,includingsillsandframes

7. Windowsandglassdoorswilloperatesmoothlyandeasily,andlocksecurely

8. Allsurfaces,fixturesandequipmentthroughouttheroomwillbefreeofanydebris,film,buildup,ordust

9. Allshelvesanddrawersthroughouttheroomwillbecompletelyfreeofdustanddebris

10. Bedswillpresentaplushandcomfortableappearance,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. Drainswillfunctionsmoothlyanddrainquickly

23. Tapswillfunctionsmoothlyandprovideforfirmwaterpressureinallfixtures

24. Groutandcaulkwillbeinexcellentrepair,andwillnotshowanydiscoloration

25. Lightedshavingmirrorswillbeinstalledineachbathroom,andgeneralbathroomilluminationwillbesuperiorformake-uppurposes

26. Thebathroomamenitieswillbeinvitinglyandconvenientlydisplayed

27. Anightlightorunder-countervanitylightwillbeprovidedinallbathrooms.AllroomswillhaveaCDplayer,withadditionalCDsavailablethroughtheConcierge

Allguestroomstohavehighspeedinternetaccesswithappropriateconnectioncable.

Why:

Fourseasonscorestandards

forguestroomdailyservice

Mission:Tomaintainasenseofwelcome,comfortandoutstandinghygiene.Whenmeetingguests,toprovideasenseofrespectanddiscretion.

1. Staffwillactivelygreetguests,smile,makeeyecontactandspeakclearlyinafriendlymanner

2. Allguestcontactstaffwillbeabletoanswerbasicquestionsabouttheproperty,willtakeownershipofsimplerequests,andnotsimplyreferguestselsewhere

3. Allstaff,eveninpassingwillengageguestswithasmile,eyecontactandacknowledgment

4. Staffwillcreateasenseofrecognitionbyusingtheguest’sname,whenknown,inanaturalanddiscreetmanner

5. Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretension

6. Staffwillalwaysappearclean,crisp,polished,andwellfitted

7. InthecaseofDoNotDisturbsign,guestswillnotbecontacteduntilafter2pm,atwhichtime,aphonecallwillbeplacedtotheroombyasupervisortodeterminetheguest’sneeds;ifthephoneisnotanswered,theroomwillbeserviced.

8. Theroom’sfurnishingswillbereturnedtotheiroriginalposition.Hotelsponsoredcollateral,ifmovedbytheguest,willbeneatlyarrangedwheretheguesthasplacedit.

9. Guestclothingwhichisonthebedorfloorwillbeneatlyfoldedandplacedonthebedorchair-guestclothingleftonotherfurniturewillbeneatlyfoldedandleftinplace;shoeswillbepaired

10. Newspapersandperiodicalswillbeneatlystackedandleftonatable,shelf,orrackinplainview;guest’spersonalpaperswillnotbedisturbedinanyway

11. Carpeting/flooringthroughouttheroomwillbeinverygoodcondition,freeofvisiblewearandlooseseamsandthreads;andwillbecompletelyfreeofdebrisandstain

12. Allsurfaces,fixturesandequipmentthroughouttheroomwillbefreeofanydebris,film,buildup,ordust;ashtraysemptied

13. Allbeddingmaterialswillbeinexcellentcondition,freeofwearandanydebris,hairorstainwhatsoever,withfreshsheetingdaily

14. Towelsandrobeswillbeinexcellentcondition,fluffyandabsorbentandcolor-consistent

15. Guesttoiletrieswillbeneatlyarrangedonaclean,flatclothifleftonvanity.Clothsarenotrequiredforshelves

16. Mirrorsthroughouttheroomwillbespotlesslyclean,andinexcellentrepair

17. Bathroomfixtureswillbespotlesslyclean,freeofhair,damageanddiscoloration

Why

Standard7:Recognizesaguest’srighttoprivacy,andaddressestheproblemofguestsinadvertentlyusingtheirDNDwhilefacilitatinganopportunityforservice.

Standards8&17:Allowustoreturntheroomtoimpeccableconditionwitheachre-makewithoutinappropriatelydisturbingpersonaleffectsandrespectingtheguestsdesiretohavecertainitemsinaspecificlocation.

Roomattendantsshouldproactivelyreportmaintenanceissuesintheguestroomstoensuretheyarealwaysinthebestpossiblecondition.

fourseasonscorestandards

guestroomeveningservice

Mission:Tomaintainasenseofwelcome,comfortandoutstandinghygiene.Whenmeetingguests,toprovideasenseofrespectanddiscretion.

1. Staffwillactivelygreetguests,smile,makeeyecontactandspeakclearlyinafriendlymanner

2. Allguestcontactstaffwillbeabletoanswerbasicquestionsabouttheproperty,willtakeownershipofsimplerequests,andnotsimplyreferguestselsewhere

3. Allstaff,eveninpassingwillengageguestswithasmile,eyecontactandacknowledgment

4. Staffwillcreateasenseofrecognitionbyusingtheguest’sname,whenknown,inanaturalanddiscreetmanner

5. Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretension

6. Staffwillalwaysappearclean,crisp,polished,andwellfitted

7. InthecaseofDoNotDisturbsign,acardwillbeleftinvitinggueststocallforservice

8. Theroomsfurnishingswillbereturnedtotheiroriginalposition.Hotelsponsoredcollateral,ifmovedbytheguest,willbeneatlyarrangedwheretheguestplacedit.

9. Guestclothingwhichisonthebedorfloorwillbeneatlyfoldedandplacedonthebedorchair-guestclothingleftonotherfurniturewillbeneatlyfoldedandleftinplace;shoeswillbepaired

10. Newspapersandperiodicalswillbeneatlystackedandleftonatableortableshelfinplainview;guestpersonalpaperswillnotbedisturbedinanyway

11. Bedspreads,whenremoved,areplacedinaclothbagonthefloor,orplacedonashelforcabinet

12. Sheerandblack-outdrapes(orshutters)willbeclosed(inbedroomonly-notinsittingroom,ifseparate)

13. Clockangledtofacethebed;TVremoteandTVdirectoryplacedbedside

14. Turndowntraywillbeleftonbed,toincludebreakfastmenu,laundrybagandform,shoeshinebag,andnewspapercard

15. Guesttoiletrieswillbeneatlyarrangedonaclean,flatclothifleftonvanity.Clothsarenotrequiredonshelves

16. Mirrorsthroughouttheroomwillbespotlesslyclean,andinexcellentrepair

17. Bathroomfixtureswillbespotlesslyclean,freeofhair,damageanddiscoloration

18. Turndownservicewillbeavailabletobeginwithintenminutesafterguestspecificallycallsforservice

Why

Standard7:Recognizesaguest’srighttoprivacy(andaddressestheproblemofguestsinadvertentlyusingtheirDND)whilefacilitatinganopportunityforservice.

Standards8-18:Allowustoreturntheroomtoimpeccableconditionwitheachturndownwithoutinappropriatelydisturbingpersonaleffectsandrespectingtheguestsdesiretohavecertainitemsinaspecificlocation.

Standard13:Placesitemsinaconvenientlocationfortheguest

Roomattendantsshouldproactivelyreportmaintenanceissuesintheguestroomstoensuretheyarealwaysinthebestpossiblecondition

fourseasonscorestandardsfor

Housekeeping&MaintenanceRequest

Mission:Toprovideresponsiveandimmediateservice

1. Phoneservicewillbehighlyefficient,including;answeredbeforethefourthring;noholdlongerthan15seconds;or,inthecaseoflongerholds,call-backsoffered,thenprovidedinlessthanthreeminutes

2. Staffontelephonewillsoundcalmandorganized,givingtheguestanunhurriedimpression

3. Staffwillactivelygreetguests,smile,makeeyecontactandspeakclearlyinafriendlymanner

4. Allguestcontactstaffwillbeabletoanswerbasicquestionsabouttheproperty,willtakeownershipofsimplerequests,andnotsimplyreferguestselsewhere

5. Allstaff,eveninpassingwillengageguestswithasmile,eyecontactandacknowledgment

6. Staffwillcreateasenseofrecognitionbyusingtheguest’sname,whenknown,inanaturalanddiscreetmanner

7. Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretension

8. Staffwillalwaysappearclean,crisp,polished,andwellfitted

9. Routinearticledeliverywilloccurwithintenminutesfromcall(15minutesinresorts)

10. Itemswillbeconvenientlypresentedandsetup-anyitemrequiringplug-inwillbesetup(oroffered)

11. Allitemswillbepresentedattractivelyandthoughtfully,notsimplyhandedlooselytoguests

12. Ifmaintenanceisrequested,staffwillverballyapologizefortheinconvenience,inquireboutaconvenienttimetomaketherepair,andcompletetherepairinatimelymanner.

13. Aspeciallyprintednotecardwillbeplacedintheroomadvisingthattherepairhasoccurred,iftheguestwasnotpresent

Why

Standard10:Ensuresthatitemssuchasironingboards,faxmachines,etc.,arefullysetupbythestaffandpreparedforguestuse

Standard11:Ensuresaqualitypresentationfordeliveringsmallitems(suchasatray,basket,etc.)

Standard13:Shouldincludethenameoftheengineer,abriefhandwrittenexplanationofthespecificrepair,aThankYou,andacontactnumberincasefurtherassistance,isrequired.

fourseasonscorestandardsfor

problemresolution

Mission:TomakeguestsfeelthattheirsatisfactionisthemostimportantmissionofallFourSeasonsemployees,includingtheGeneralManager

1. Phoneservicewillbehighlyefficient,including;answeredbeforethefourthring;noholdlongerthan15seconds;or,inthecaseoflongerholds,call-backsoffered,thenprovidedinlessthanthreeminutes

2. Staffontelephonewillsoundcalmandorganized,givingtheguestanunhurriedimpression

3. Duringhecticorbusyperiodsinthelobby,whenmorethanfourguestsarewaitingattheconciergeorreception,asupervisororfacilitatorwillbeondutytogreetguestsandofferexpeditedservice

4. Intheeventofaspecificcomplaint,theemployeereceivingitwilllistencarefully,sympathetically,apologizeandadvisetheguestwhatactionswillbetaken,andwhen

5. Ifaprobleminvolvesaresponsebyothersemployees,alldetailswillbecarefullyrelayed,sothatitisnevernecessaryfortheguesttorepeathimself

6. Managersareinvolvedineachcomplainttoensuresatisfactionandcompletion.

7. Ifaroomisnotreadyforanarrivingguest,theywillbeadvisedaccuratelyoftheestimatedtime

8. Inroom-not-readysituations,guestsmaybeofferedapagerorlocal-onlycellphonetoadvisethemwhenitbecomesready,andtheluggagewillbewaitingforthemintheroom

9. IfaroomisnotreadyforaguestarrivingBEFOREthepublishedcheck-intime,theywillbeescortedtoacomfortableloungeorrestaurantandofferedchangingfacilitiesandluggagestorage.

10. IfaroomisnotreadyforaguestarrivingAFTERthepublishedcheck-intime,theywillbeofferedtheoptiontotakeadvantageofluggagestorage,changingfacilitiesandorcomfortablelounge/restaurantseating.Escortisprovidedtothepreferredfacility.Aspecifictimeregardingroomavailabilityiscommunicated.Ataminimum,acomplimentarybeverageisoffered.Theescortingstaffwillcommunicatedirectlywiththeserver.

11. Ifguestsexperiencefoodqualityproblem,theoffendingdishwillbeimmediatelysubstituted,andtherewillbenocostfortheitem

12. Allguestswhohaveexperiencedanykindofseriousproblemwillreceiveanoteofapologyand/oratelephonecallfromthehighestlevelmanageravailable,withspecificreferencetothesituation

13. Staffwillactivelygreetguests,smile,makeeyecontactandspeakclearlyinafriendlymanner

14. Staffwillcreateasenseofrecognitionbyusingtheguest’sname,whenknown,inanaturalanddiscreetmanner

15. Staffwillspeaktoguestsinanattentive,naturalandcourteousmanner,avoidingpretension

16. Staffwillalwaysappearclean,crisp,polished,andwellfitted

Why:

Standard4:Staffshouldalwaysestablishaclimateinwhichaguestcanfeelcomfortableenoughtocomplainorgivefeedbackwhilegivingtheimpressiontheycareaboutresolvingtheproblem.

Allmanagersandemployeesshouldbeawareofthe6StepComplaintHandlingProcesstofacilitatesatisfactoryresolution:

1. ListenActively

2. Empathize

3. AskQuestions

4. OfferSolutions

5. Follow-upwithfellowemployeesandtheguest

6. TellaManageruptheline

Standards5,6and12:Emphasizethatstafftakeownershipofaproblem,communicateclearlytootheremployeestoavoidrepeatingthesamesituationorworse,andtoeliminatethepossibilitytheguestwillbefurtherinconveniencedbyrelivingtheproblemandretellingthestorytoeveryemployeetheymeet.Involvingamanagerreassurestheguestthehoteltakestheirissueveryseriouslyandcreatesanopportunityforswiftresolution

Staffshouldalwaysestablishaclimateinwhichaguestcanfeelcomfortableenoughtocomplainorgivefeedbackwhilegivingtheimpressionthattheycareaboutresolvingtheproblem.

Standard5emphasizesthatstafftakeownershipofaproblem,andcommunicatecleartootherstoavoidarepeatofthesamesituationorworse.

Standards7-10:Inroom-not-readysituationsreceptionistsmuststillimmediatelysettheguestateaseandconveythesense"wearehappytoseeyouandwehavebeenexpectingyou".Consistentwithournormalcheck-inprocess,theguestsmustbeconfidenttheirpersonalwishesandneedshavebeenanticipatedandwillbemettotheextentpossible.Intheinterim,thestepsprovidedensuretheirwaitwillbeascomfortableaspossible.

Standard11:Ensuresaguestwillneverbechallengedonsubjectivetasteevenifthedishmayappeartobefine.

Section2

SequenceofService

SequenceofServiceDefined

OurworkingdefinitionofSequenceofService/Taskisthespecificorderthatservicewillbegiventoeveryguest,ortaskswillbecompleted.EachsequenceiscreatedtoconsistentlymeettheCoreStandardsandtoensureefficientandeffectiveserviceorcompletionoftasks.AllguestswillreceivetheSequenceofService/Tasks,regardlessof:

whattheguestrequests

thetimeofday

anystaffing,personnelorpersonalproblems.

1. UNDERSTANDthat:

a) Ifyouarenotdirectlyservingaguest,thenyouareassistingthepersonwhoisservingtheguest.

b) TheSequenceofServiceisnon-negotiable.

c) TheonlypersonwhocanchangetheSequenceofServiceistheguest-notthemanager,oranyemployee.

d) TheSequenceofServiceisbasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompany.

e) ImplementationofSequenceofServiceisnecessaryforoursuccess,andmustbeachieved1OO%ofthetime,for1OO%ofourguests.

2. REMEMBERthat:

ASequenceofServiceiswrittentoensurethatweconsistentlymeettheguest’sneeds,andnottheemployee’sneeds.

b) Ifyouhaveabetterwaytomeetourguests’needs,youcanchangeaSequenceofServicebypresentingyourideatoyourmanager.Ifthechangeisapproved,allemployeeswillbeinformedofthechange.

SequenceofService

Forinspectingacheck-out/vacantroom

ActionofSequence

Check

1.Entertheguestroom

2.Startfromentrance–movearoundtheroom

3.Inspectformaintenance/inspectthermostat70°f(S)68°f(W)

4.Inspecttrashbins

5.Inspectbedmaking/underbed.

6.Inspectdusting

7.Inspectnightstandclosesttobathroom

Clockradio–setalarmto12pm/radioat92.5

Nightsetclosesttodesk:

Telephone/notepad/pencil/Inspectforcleanliness

8.Moveclockwisetoinspect

Furniture/checkdrawerliners

Lamps/bulbwattageis100watts/lightswitches

Windows/checkplantsinsuites

Secondtelephone(desk)

Desk

Pictures(frames/glass)

Armoire(toprightdrawer–turndowntray)

Television

Drawers(Bottomleftdrawer–2laundrybags/dockets)

9.Inspectcloset

Shelves

Walls(Shoehorn,Clothesbrush)

Mirrors

Hangers(7male,2satin,5female)

Safe

Safedrawer(bedspreadbag/shoppingbag

10.InspectMini-bar

CoffeeMaker/Kettle/mugs/amenity

Box/Icebucket/glasses

11.InspectBathroom:

Walls/door

Tub

Sinkbasin,showerandtoilet

Highdustingofbathroom

Mirror/ShavingMirror

Floor

12.Inspectamenities,supplies,towelsandrobesplacement

13.Inspectvacuuming

14.Qualitycheckofroom

15.Updatestatusonphone

16.Updateworksheet

17.Exitroomandsecuredoor

Section3

HowTo’s

TheHowTo’sDefined

OurworkingdefinitionofHowTo’sofGuestServiceisthespecificmethodforcompletingeverytaskineachdepartment.Allguestswillreceivethislevelofjobperformance,regardlessof:

whattheguestrequests

thetimeofday

anystaffing,personnelorpersonalproblems.

1. UNDERSTANDthat:

a) Ifyouarenotdirectlyservingaguest,thenyouareassistingthepersonwhoisservingtheguest.

b) TheHowTo’sofGuestServicearenon-negotiable.

c) TheonlypersonwhocanchangetheHowTo’sofGuestServiceistheguest-notthemanager,oranyemployee.

d) TheHowTo’sofGuestServicearebasedontheconceptandthegoalsoftheDepartment,theHotelandtheCompany.

e) ImplementationofHowTo’sofGuestServiceisnecessaryforoursuccessandmustbeachieved1OO%ofthetime,for1OO%ofourguests.

2. REMEMBERthat:

a) AHowTo’sofGuestServiceiswrittentoensurethatweconsistentlymeettheguest’sneeds,andnottheemployee’sneeds.

b) Ifyouhaveabetterwaytomeetourguests’needs,youcanchangeaHowTo’sofGuestServicebypresentingyourideatoyourmanager.Ifthechangeisapproved,allemployeeswillbeinformedofthechange.

housekeeping

Do’s&Don’ts

[Changethesebasedondepartment.ReinforcefirstimpressionandServiceCultureStandards]

Do’s

Smileattheguest–itmakesalastingimpression.

Usetheguest’sname–thisgivesasenseofbelongingandrecognition.

Giveyourundividedattentiontoeachguest.

Haveapositiveattitude–evenindifficultsituations.

Workefficientlyandprofessionally.

Anticipateguest’sneeds.

Useproperverbiageanddescriptivewords.

Communicatewithte