四季酒店集团员工培训手册英文版本46VIP专享VIP免费

StandardsTrainingFor更多资料在资料搜索网(www.3722.cn)海量资料下载FLOORSUPERVISORTABLEOFCONTENTSFLOORSUPERVISOR/HOUSEKEEPINGTOPICPAGE#TRAININGCHECKLIST1SECTION1-CORESTANDARDSCoreStandardsDefined7GoldenRule8ServiceCultureStandards8FourSeasonsCoreStandardsforGuestRoomInitialService9FourSeasonsCoreStandardsforGuestRoomdailyService11FourSeasonsCorestandardsforGuestRoomEveningService13FourSeasonsCorestandardsforHousekeeping/MaintenanceRequest15FourSeasonsCoreStandardsforProblemResolution16SECTION2-SEQUENCEOFSERVICESequenceofServiceDefined19SequenceforInspectingaCheck-Out/VacantRoom20SECTION3-HOWTO’SHowTo’sDefined23Do’s&Don’ts24HowTo’sforInspectingaCheckOut/VacantRoom25AdditionalHowTo’s32SECTION4–TRAININGRESOURCESInsertallitemsthatwouldbeanappendicesandinclude:1.HotelFloorDiagrams2.Picturesofamenityplacement3.Housekeepingreport4.SafetychecklistforHousekeeping5.MSDSCompliance6.BloodbornePathogens7.Computerapplicationtraining8.HotelFacts9.StandardsTestTRAININGCHECKLISTFLOORSUPERVISORName:HireDate:CompletionDate:Trainer:Atrainerormanagerwillteachyouthetasksandresponsibilitiesofyourposition.Asyoulearneachoftheitemsbelow,placeyourinitialsanddate.Thisisanindicationthatyouhavebeenshownhowtoperformthetaskandhavehadtheopportunitytodemonstrateyourabilities.Ifatanytimeyouareuncertainorareuncomfortableonhowtoperformanyofthetasks,itisyourresponsibilitytoinformyourtrainer.Itisourcommitmenttoprovideyouwiththenecessarytoolsandskillsforyoutobesuccessfulinyournewposition.TaskandResponsibilitiesDateTraineeTrainerSection1-CoreStandardsCoreStandardsDefinedServiceCultureStandardsCoreStandardsforGuestRoomInitialConditionCoreStandardsforGuestRoomDailyServiceCoreStandardsforGuestRoomEveningServiceCoreStandardsforProblemResolutionSection2-SequenceofServiceSequenceofServiceDefinedSequenceofServiceforInspectingaCheckout/VacantRoomSection3-HowTo’sHowTo’sDefinedDo’sandDon’tsHowTo’sforInspectingaCheck-Out/VacantRoomEntertheguestroomStartfromentrance–movearoundtheroomInspecttheroomformaintenanceTaskandResponsibilitiesDateTraineeTrainerInspecttrashbinsInspectbedmaking/underbedInspectdustingInspectnightstandclosesttobathroomClockradio–setalarmto12pm/radioat92.5Nightsetclosesttodesk:Telephone/notepad/pencil/InspectforcleanlinessMoveclockwisetoinspectFurniture/checkdrawerlinersLamps/bulbwattageis100watts/lightswitchesWindows/checkplantsinsuitesSecondtelephone(desk)Desk/chairsPictures(frames/glass)Armoire(toprightdrawer–turndowntray)Television/CDDrawers(Bottomleftdrawer–2laundrybags/dockets)InspectclosetShelvesWalls(Shoehorn,ClothesbrushMirrorsHangers(7male,2satin,5female)Safe–safedrawer(BedspreadBag/shoppingbag)InspectMini-barCoffeeMaker/Kettle/Mugs/AmenityBoxIceBucket/GlassesInspectBathroomWalls/doorTubSinkBasin,shower,toiletHighdustingofbathroomMirror/ShavingMirrorFloorInspectamenities,supplies,towelsandrobesplacementInspectvacuumingQualitycheckofroomUpdatestatusonphoneUpdateworksheetExitroomandsecuredoor更多资料在资料搜索网(www.3722.cn)海量资料下载AdditionalHowTo’sInspectinganOccupiedRoomSpecialServiceTimeHandlingLostandFoundTelephoneEtiquetteDisclosureofInformationtothePublic/MediaInteractingwithaGuestHandlingaChallengingGuestRequestProperBehaviorforallStaffTheTop10WaystoAvoidSaying“No”Section4–TrainingResourcesInsertallitemsthatwouldbeanappendicesandinclude:HotelFloorDiagramsPicturesofa...