1、内部资料内部资料直接冻黄G碱性玫瑰精碱性嫩黄OHousekeepingThe ABCs ofWelcome to Three Steps in the training process 培训的三大部分Introduction of the ABCs Housekeeping Process 介绍管家部客房介绍管家部客房ABC的工程流程的工程流程Demonstration of the ABCs of Housekeeping Process 实际演练管家部客房实际演练管家部客房ABC的工程流程的工程流程Three Forms to Implement the ABCs of Housekeep2、ing 实施管家部客房实施管家部客房ABC的三个表格的三个表格 Objectives 培训目标培训目标State the top three drivers of guest satisfaction 清楚影响客人满意度的三大因素清楚影响客人满意度的三大因素State the top four drivers of guest DIS-satisfaction清楚四种重大的清洁过失清楚四种重大的清洁过失Understand why we use the“CODE”理理解掌握如何对员工进行培训的方法解掌握如何对员工进行培训的方法Understand how to give effective f3、eedback 理解掌握如何进行有效的反馈理解掌握如何进行有效的反馈What good learners do 好的员工是如何进行学习的What good trainers do 好的训导师是如何进行培训的 Whats ABCs of housekeeping?什么是客房部ABCs？撤走脏的布草撤走脏的布草 床床 喷洒清洁剂喷洒清洁剂 抹尘抹尘 清洁浴室清洁浴室最后清洁卧室最后清洁卧室ABC will reduce variability of a core process ABC可减少操作程序改变的机率可减少操作程序改变的机率.ABC identifies potential areas o4、f improvement ABC可显示出潜在的可供改进可显示出潜在的可供改进的方面的方面.ABC will speed up Transfer of Innovation within the Division.We would prefer to implement a proven process,rather than create a new one ABC 加速了部门变革运转加速了部门变革运转.相对于建立一个新的工作程序，我们喜欢执行一个程序相对于建立一个新的工作程序，我们喜欢执行一个程序.ABC will enhance the consistency of quality AB5、C可提高质量的持续性可提高质量的持续性ABC will help us for quick implementation into newly opened properties ABC 可以帮我们快速的执行到新的酒店里可以帮我们快速的执行到新的酒店里.ABC has very well structured training program ABC有很具指导性的培训计划有很具指导性的培训计划.ABC has systematic inspection forms and audit sheets in order to ensure consistency of supervision 为了6、确保监督的持续性，为了确保监督的持续性，ABC有系统的检查表格和有系统的检查表格和统计表统计表.ABCs of HousekeepingAdvantages for the division?优点优点?Drivers of Guest Satisfaction影响影响客人满意度的因素客人满意度的因素Source:2000JD Power&Associates Domestic Hotel Guest Satisfaction Study-Upscale Segment38%3%26%10%3%20%Departure离店离店Overall Hotel Cleanliness&Maintenan7、ce酒店总体清洁及保养酒店总体清洁及保养Hotel Services酒店服务酒店服务Food&Beverage餐饮餐饮Arrival Process抵店过程抵店过程Guest Room&Bath客房及浴室客房及浴室Top 10 FactorsIntent to stay影响客人逗留的十大因素影响客人逗留的十大因素Source:Penn,Schoen&Berland Associates,Inc.1999 Research StudyCleanliness清洁ComfortableRooms客房舒适度CustomerService服务Reputationof Hotel酒店声誉Qualityof8、 Hotel酒店质量Price价格RoomAmenities客用品Recommendations推荐BusinessAmenities商务客人客用品FrequentGuestProgram常客计划1.ABC of HSKP is not adapted to the new BP-Green Room Program.客房部的客房部的ABC，不适用于新的，不适用于新的BP 绿色客房计划绿色客房计划2.ABC tracks room attendants performance with systematic approach using specific tools such as“Short9、&Long Inspection Forms”and“Process Audit Sheet”which helps to ensure consistency.This allows to link their performance to an incentive plan proposed by the program and also identify areas for training&further development.An incentive plan should be optional.ABC用系统的工具（例如快速查房表格和细化查房表格）追踪客房服务员的成绩，有用系统的10、工具（例如快速查房表格和细化查房表格）追踪客房服务员的成绩，有助于确保成绩跟踪的连贯性助于确保成绩跟踪的连贯性.通过这个计划，还提供了进一步培训和发展的空间。我们通过这个计划，还提供了进一步培训和发展的空间。我们建议将这些工具与奖励计划结合使用的检查结果作为一个辅助手段；如果没有，那么建议将这些工具与奖励计划结合使用的检查结果作为一个辅助手段；如果没有，那么请记得奖励员工好的行为。激励计划可以自由选择。请记得奖励员工好的行为。激励计划可以自由选择。3.ABC is based on 1 maid cleaning 1 room.Some hotels use a“buddy system”wi11、th two room attendants cleaning in each room.ABC 是基于一个服务员清洁一个房间设立的是基于一个服务员清洁一个房间设立的.一些酒店采用一些酒店采用“伙伴系统伙伴系统”，房间是由，房间是由2个服务员合作完成。个服务员合作完成。ABCs of HousekeepingDoing Ordinary things 日常工作日常工作Operational Excellence运作优点运作优点Caring关 爱Revenues收收 入入In extra-ordinary waysCleanRoomsConsistency&Quality连贯性和清洁质量连贯性和12、清洁质量Employee Research员工调查员工调查Existing Process现有工作程序现有工作程序Existing Sequence现有顺序现有顺序Timing定时定时Result:Source:Internal Sheraton Cleanliness Study conducted in 1997结果结果:Employee Research员工调查员工调查Existing Process现有工作程序现有工作程序Existing Sequence现有顺序现有顺序Timing定时定时Result:Source:Internal Sheraton Cleanliness Stud13、y conducted in 1997结果结果:Action:行动行动Develop a Systematic approach to Room Cleanliness开发一套房间清洁系统的方法开发一套房间清洁系统的方法ABCs of Housekeeping ProcessProvide Consistency&quality确保连贯性和清洁质量确保连贯性和清洁质量Save your time节省时间节省时间Save your trips to the cart&back to the room省去了来回奔走于工作车和房间的次数省去了来回奔走于工作车和房间的次数Save re-cleanin14、g efforts避免了重复清洁避免了重复清洁Enhance Guest Satisfaction可提高客人满意度可提高客人满意度The process was designed by experts in the field to:此工作程序是由该领域专家设计开发的：Four Deadly Sins四种重大的清洁过失Hair in the Bed Linen床上有毛发床上有毛发Garbage or Debris in the Room房间内有垃圾或碎屑房间内有垃圾或碎屑Hair in the Bathroom浴室有毛发浴室有毛发Mold on the Tiles瓷砖上有霉变瓷砖上有霉变The15、 Starwood Cleanliness study revealed that,according to our guests,there are Four Serious Cleanliness Issues:喜达屋清洁研究表明，在客人眼中,有四种重大的清洁过失：Source:Internal Sheraton Cleanliness Study conducted in 1997床床上上有有毛毛发发房房间间内内有有垃垃圾圾或或碎碎屑屑浴浴室室有有毛毛发发瓷瓷砖砖上上有有霉霉变变If any of these four deadly sins are encountered by our16、 customers,they expect action!如果以上4个清洁上的致命过失被我们的客人遇到，他们就会投诉。Four Deadly Sins四种重大的清洁过失四种重大的清洁过失床上毛发房间垃圾浴室毛发瓷砖霉变不说什么通知服务员清洁换房退房Guest Expectations of Hotel客人期望的酒店客人期望的酒店Clean&Correct within 15 minutes 15分钟内清洁完房间分钟内清洁完房间Change rooms 换房换房Upgrade 客房升级客房升级Gift Certificate 送礼物送礼物Free dinner 免费餐免费餐Refund or 17、discount 退款或打折退款或打折If any of these four deadly sins are encountered by our customers,they expect action!如果以上4个清洁上的重大过失被我们的客人遇到，他们就会投诉。Direct Impact 直接影响直接影响 In addition to the financial impact caused by rebates and re-cleaning efforts the impact is felt on guest loyalty through打折和重复清洁不仅造成经济上的损失，更会影响18、客人对酒店的忠诚度打折和重复清洁不仅造成经济上的损失，更会影响客人对酒店的忠诚度 Consistency&Quality连贯性和清洁质量Increase in LRA Scores增加LRA分数Increase in GSI Scores 增加GSI分数 The ABCs Manual Learning Styles Inventory不同人的学习风格不同人的学习风格 Adult Learning 成年人学习成年人学习 The Learning Pyramid 学习记忆的金字塔 讲座讲座5%阅读阅读视听设备视听设备10%20%演示演示讨论讨论实际操作实际操作30%50%75%80%培训他人培训19、他人/立即操作立即操作 The CODE 培训员工的方法培训员工的方法E Explain 讲解讲解D Demonstration 演示演示O Observe 观察观察C Coach 指导指导 Explain 讲解讲解Prepare The Employee 告诉员工你要讲什么告诉员工你要讲什么 -Define Purpose,Objectives&Standards 介绍培训目的、目标及标准介绍培训目的、目标及标准 -Identify WIIFM 指出为什么要进行培训，培训的好处指出为什么要进行培训，培训的好处Give An Overview 概述主要内容概述主要内容Break The Who20、le Into Parts 化整为零化整为零Step-By-Step 循序渐进循序渐进Easier Parts First,Then More Difficult 先易后难先易后难 Demonstrate 演示演示In Clear View 确保每位员工都可以看到确保每位员工都可以看到Do It For Them 演示演示Show&Tell 边做边讲解边做边讲解Recap The Key Points 回顾要点回顾要点Ask Open Ended Questions 问具体问题问具体问题Demonstrate Again 再次演示，加强记忆再次演示，加强记忆 Observe 观察观察Let T21、he Trainee Do The Whole Job 让员工操作整个工作过程让员工操作整个工作过程Provide Assistance,Only If Necessary 只有必要时才提供帮助只有必要时才提供帮助Let Them Make A Mistake 允许员工犯错误允许员工犯错误Have The Employee Teach You 让员工教你让员工教你 Coach 指导指导Tell Them How They Did 告诉员工他们做的怎么样告诉员工他们做的怎么样Redirect Them On Any Parts They Performed Incorrectly 对于不正确的环22、节再进行指导对于不正确的环节再进行指导Give Effective Feedback 进行有效的反馈进行有效的反馈Let Them Practice 让员工进行练习让员工进行练习 Feedback 反馈反馈Positive好的方面What哪些方面Why为什么For Improvement有待提高的方面What 哪些方面Alternative其它方法Why为什么 Recap让我们回顾一下所学的内容让我们回顾一下所学的内容The top three drivers of guest satisfaction 影响客人满意度的三大因素影响客人满意度的三大因素 -Guest Rooms&Bath 客房23、及浴室客房及浴室 -Overall Cleanliness 总体清洁总体清洁 -Arrival Process 抵店过程抵店过程The Four Deadly Sins 四种重大的清洁过失四种重大的清洁过失What does the“CODE”stand for?培训员工的方法？培训员工的方法？How to give effective feedback?如何进行有效的反馈？如何进行有效的反馈？Objectives 培训目标培训目标Commit to the ABCs process and training plan 掌握掌握ABC的清洁程序及培训计划的清洁程序及培训计划Identify a24、nd remove barriers to individual and team success 认识并克服在实施认识并克服在实施ABC过程中会出现的障碍过程中会出现的障碍Support your teams on going commitment and buy-in 赢得员工的承诺与支持赢得员工的承诺与支持Cleaning PathThe ABCs of Housekeeping 客房清洁程序客房清洁程序B Bed 床床C Cleaning Chemicals 喷洒清洁剂喷洒清洁剂E Everything in the Bathroom 清洁浴室清洁浴室D Dusting 抹尘抹尘A A25、way with the old 撤走脏的布草撤走脏的布草F Finish the Bedroom 最后清洁卧室最后清洁卧室 Three Inspection Forms 三种检查表格三种检查表格 What some possible barriers might be to implementation?在推动ABC过程中可能会出现哪些障碍？Commitment&Buy-In赢得员工的承诺与支持赢得员工的承诺与支持Share 分享信息分享信息Describe 表述影响表述影响Involve 员工参与员工参与Inform Of Change 立即通知变化立即通知变化Recognize Success 认可成功认可成功Tools 提供工具提供工具 Hotel Training Plan 培训计划培训计划All Room Attendants 所有楼层员工Train 2 Room Attendants at a time 一次只能培训两名员工Reduced workload while Learning 刚培训时减少做房数量 The The ABCs ABCs Of OfHousekeeping Housekeeping Lets make it happen!让我们开始行动吧！让我们开始行动吧！