四季酒店集团培训手册(英文版本).doc

Standards TrainingForFloor supervisorFloor Supervisor/HousekeepingTraining ChecklistTable of ContentsFloor supervisor/Housekeeping Topic Page #TRAINING CHECKLIST 1SECTION 1 - CORE STANDARDSCore Standards Defined 7Golden Rule 8Service Culture Standards 8Four Seasons Core Standards for Guest Room Initial Service 9Four Seasons Core Standards for Guest Room daily Service 11Four Seasons Core standards for Guest Room Evening Service 13Four Seasons Core standards for Housekeeping/Maintenance Request 15Four Seasons Core Standards for Problem Resolution 16SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19Sequence for Inspecting a Check-Out/ Vacant Room 20SECTION 3 - HOW TO’SHow To’s Defined 23Do’s & Don’ts 24How To’s for Inspecting a Check Out/Vacant Room 25Additional How To’s 32SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices 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 TestTraining Checklistfloor supervisorName: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 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 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 of ServiceSequence of Service DefinedSequence of Service for Inspecting a Check out/Vacant RoomSection 3 - How To’sHow To’s DefinedDo’s and Don’tsHow To’s for Inspecting a Check-Out/Vacant RoomEnter the guest roomStart from entrance – move around the room Inspect the room for maintenanceInspect trash binsInspect bed making/under bedInspect dustingInspect night stand closest to bathroom· Clock radio – set alarm to 12pm/radio at 92.5Night set closest to desk:· Telephone/notepad/pencil/Inspect for cleanliness Move clockwise to inspect· Furniture/check drawer liners· Lamps/bulb wattage is 100 watts/light switches· Windows/check plants in suites· Second telephone (desk) · Desk/chairs· Pictures (frames/glass)· Armoire (top right drawer – turndown tray)· Television/CD· Drawers (Bottom left drawer – 2 laundry bags/dockets)Inspect closet· Shelves· Walls (Shoe horn, Clothes brush· Mirrors· Hangers (7 male, 2 satin, 5 female)· Safe – safe drawer· (Bed spread Bag/shopping bag)Inspect Mini-bar· Coffee Maker/Kettle/Mugs/Amenity Box· Ice Bucket/GlassesInspect Bathroom· Walls/door· Tub· Sink Basin, shower, toilet· High dusting of bathroom· Mirror/Shaving Mirror· Floor Inspect amenities, supplies, towels and robes placementInspect vacuumingQuality check of roomUpdate status on phoneUpdate worksheetExit room and secure doorAdditional How To’sInspecting an Occupied Room Special Service TimeHandling Lost and Found Telephone EtiquetteDisclosure 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 amenity placementsHousekeeping ReportSafety Checklist for HousekeepingMSDS ComplianceBloodborne PathogensComputer Application TrainingHotel Facts Complaint HandlingStandards TestTrainer Comments:Trainee Comments:I agree that I have been taught all of the items listed on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee Signature DateTrainer Signature DateManager Signature DateSection 1Core Standa。