1、Standards TrainingForFloor supervisorFloor Supervisor/HousekeepingTraining ChecklistTable of ContentsFloor supervisor/Housekeeping Topic Page #TRAINING CHECKLIST1SECTION 1 - CORE STANDARDSCore Standards Defined7Golden Rule8Service Culture Standards 8Four Seasons Core Standards for Guest Room Initial2、 Service9Four Seasons Core Standards for Guest Room daily Service11Four Seasons Core standards for Guest Room Evening Service13Four Seasons Core standards for Housekeeping/Maintenance Request15Four Seasons Core Standards for Problem Resolution16SECTION 2 - SEQUENCE OF SERVICESequence of Service Defi3、ned19Sequence for Inspecting a Check-Out/ Vacant Room20SECTION 3 - HOW TOSHow Tos Defined23Dos & Donts24How Tos for Inspecting a Check Out/Vacant Room25Additional How Tos32SECTION 4 TRAINING RESOURCESInsert all items that would be an appendices and include:1. Hotel Floor Diagrams2. Pictures of ameni4、ty 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 res5、ponsibilities 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 perfo6、rm 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 Sta7、ndardsCore 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 RoomSectio8、n 3 - How TosHow Tos DefinedDos and DontsHow Tos 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 ala9、rm 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) Armoir10、e (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 I11、ce 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 12、TosInspecting 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 a13、ll 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 agree14、 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 SignatureDateTrainer SignatureDateManager SignatureDateSection 1Core StandardsFloor Supervisor/HousekeepingSection15、 1 Core StandardsCore Standards DefinedOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All guests will receive16、 these service Core Standards, regardless of: what the guest requests the time of day any staffing, personnel or personal problems.1.UNDERSTAND that:a)If you are not directly serving a guest, then you are assisting the person who is serving the guest.b)Core Standards of Guest Service are non-negotia17、ble.c)The only person who can change our Core Standards of Guest Service is the guest - not the manager, or any employee.d)The Core Standards of Guest Service are based on the concept and the goals of the Department, the Hotel and the Company.e)Implementation of these Core Standards of Guest Service18、 is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests.2.REMEMBER that:a)Core Standards of Guest Service are written to ensure that we consistently meet the guests needs, and not the employees needs.c)If you have a better way to meet our guests needs, you can cha19、nge a Core Standard of Guest Service by presenting your idea to your manager. If the change is approved, all employees will be informed of the change.When each employee consistently works by the Golden Rule, a foundation is set to successfully accomplish all Service Culture and Core Standards.Golden20、 RuleIn all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us.Service Culture StandardsAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsSMILE Employees will actively greet guests, SMILE, and spe21、ak clearly in a friendly manner.EYEEmployees will make EYE contact, even in passing, with an acknowledgement.RECOGNITIONAll staff will create a sense of RECOGNITION by using the guests name, when known, in a natural and discreet manner.VOICEStaff will speak to guests in an attentive, natural and cou22、rteous manner, avoiding pretension and in a clear VOICE.INFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere.CLEAN Staff will always appear CLEAN, crisp, well groomed and well fitted.EVERYONEEVE23、RYONE, everywhere, all the time show their care to our guests.19 Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 4949Four Seasons Core Standardsfor guest room Initial condition Mission: To create a sense of welcome, comfort and outstanding hygiene1.The guest room door will be free of scuffs, mark24、s and nicks2.Door locks will function smoothly, and will be in excellent condition3.Carpeting/flooring throughout the room will be in very good condition, free of visible wear and loose seams and threads; and will be completely free of debris and stain4.Walls, woodwork and ceilings will be in very g25、ood condition, free of nicks, marks and soil5.Furniture will be in very good condition, free of visible wear, and will be completely free of debris and stain6.Windows and glass doors will be completely clean inside, including sills and frames7.Windows and glass doors will operate smoothly and easily26、, and lock securely8.All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust9.All shelves and drawers throughout the room will be completely free of dust and debris10.Beds will present a plush and comfortable appearance, with extra pillows (4 on ki27、ng bed, 2 on double beds)11.All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoever12.Entire room is fresh and odor-free and gives an impression of good ventilation13.Temperature controls are simple to use and have quick effectiveness in changing r28、oom temperature14.Room collateral will include Four Seasons directory, Guest Services directory, guest stationery, jogging map, guest questionnaire and room service menu, all in excellent condition15.Instructions for telephone, voice mail, and frequently used hotel extensions will be provided 16.Per29、iodicals will include at least Four Seasons (Regent) magazine and a popular local magazine, all current issues and in excellent condition17.Televisions and radios will be in good, clean condition, function conveniently (including remotes), and TV channel directory will be prominently available18.Lig30、hting will provide superior reading illumination at the bed, desk, and chairs/sofas19.Mirrors throughout the room will be spotlessly clean, and in excellent repair20.Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21.Towels and robes will be in excellent condition, 31、fluffy and absorbent and color-consistent22.Drains will function smoothly and drain quickly23.Taps will function smoothly and provide for firm water pressure in all fixtures24.Grout and caulk will be in excellent repair, and will not show any discoloration25.Lighted shaving mirrors will be installed32、 in each bathroom, and general bathroom illumination will be superior for make-up purposes26.The bathroom amenities will be invitingly and conveniently displayed27.A night light or under-counter vanity light will be provided in all bathrooms. All rooms will have a CD player, with additional CDs avai33、lable through the Concierge28. All guest rooms to have high speed internet access with appropriate connection cable.Why:Four seasons core standardsfor guest room daily serviceMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect 34、and discretion.1.Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner2.All guest contact staff will be able to answer basic questions about the property, will take ownership of simple requests, and not simply refer guests elsewhere3.All staff, even in pass35、ing will engage guests with a smile, eye contact and acknowledgment4.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner5.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6.Staff will always appea36、r clean, crisp, polished, and well fitted7.In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at which time, a phone call will be placed to the room by a supervisor to determine the guests needs; if the phone is not answered, the room will be serviced.8.The rooms furni37、shings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest has placed it.9.Guest clothing which is on the bed or floor will be neatly folded and placed on the bed or chair - guest clothing left on other furniture wil38、l be neatly folded and left in place; shoes will be paired10.Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plain view; guests personal papers will not be disturbed in any way11.Carpeting/flooring throughout the room will be in very good condition, free of v39、isible wear and loose seams and threads; and will be completely free of debris and stain12.All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust; ashtrays emptied13.All bedding materials will be in excellent condition, free of wear and any debris40、, hair or stain whatsoever, with fresh sheeting daily14.Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15.Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required for shelves16.Mirrors throughout the room wi41、ll be spotlessly clean, and in excellent repair17.Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7: Recognizes a guests right to privacy, and addresses the problem of guests inadvertently using their DND while facilitating an opportunity for service. St42、andards 8 & 17: Allow us to return the room to impeccable condition with each re-make without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location. Room attendants should proactively report maintenance issues in the guest rooms to 43、ensure they are always in the best possible condition.four seasons core standards guest room evening serviceMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1.Staff will actively greet guests, smile, make eye 44、contact and speak clearly in a friendly manner2.All guest contact staff will be able to answer basic questions about the property, will take ownership of simple requests, and not simply refer guests elsewhere3.All staff, even in passing will engage guests with a smile, eye contact and acknowledgment45、4.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner5.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6.Staff will always appear clean, crisp, polished, and well fitted7.In the case of Do Not Di46、sturb sign, a card will be left inviting guests to call for service8.The rooms furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest placed it.9.Guest clothing which is on the bed or floor will be neatly fo47、lded and placed on the bed or chair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10.Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plain view; guest personal papers will not be disturbed in any way11.Be48、dspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf or cabinet12.Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room, if separate)13.Clock angled to face the bed; TV remote and TV directory placed bedside14.Turndown tray wil49、l be left on bed, to include breakfast menu, laundry bag and form, shoeshine bag, and newspaper card15.Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required on shelves16.Mirrors throughout the room will be spotlessly clean, and in excellent repair50、17.Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18.Turndown service will be available to begin within ten minutes after guest specifically calls for serviceWhyStandard 7: Recognizes a guests right to privacy (and addresses the problem of guests inadvertently usin51、g their DND) while facilitating an opportunity for service.Standards 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places item52、s in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionfour seasons core standards forHousekeeping & Maintenance RequestMission: To provide responsive and immediate service1.Phone53、 service will be highly efficient, including; answered before the fourth ring; no hold longer than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2.Staff on telephone will sound calm and organized, giving the guest an unhurried impression3.St54、aff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner4.All guest contact staff will be able to answer basic questions about the property, will take ownership of simple requests, and not simply refer guests elsewhere5.All staff, even in passing will engage gue55、sts with a smile, eye contact and acknowledgment6.Staff will create a sense of recognition by using the guests name, when known, in a natural and discreet manner7.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8.Staff will always appear clean, crisp, pol56、ished, and well fitted9.Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10.Items will be conveniently presented and set up - any item requiring plug-in will be set up (or offered)11.All items will be presented attractively and thoughtfully, not simply handed l57、oosely to guests12.If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bout a convenient time to make the repair, and complete the repair in a timely manner.13.A specially printed note card will be placed in the room advising that the repair has occurred, if the58、 guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest use Standard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.)Standard 13: Should include the name of t59、he engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.four seasons core standards forproblem resolutionMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons emplo60、yees, including the General Manager1.Phone service will be highly efficient, including; answered before the fourth ring; no hold longer than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2.Staff on telephone will sound calm and organized, gi61、ving the guest an unhurried impression3.During hectic or busy periods in the lobby, when more than four guests are waiting at the concierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4.In the event of a specific complaint, the employee receiv62、ing it will listen carefully, sympathetically, apologize and advise the guest what actions will be taken, and when5.If a problem involves a response by others employees, all details will be carefully relayed, so that it is never necessary for the guest to repeat himself6.Managers are involved in eac63、h complaint to ensure satisfaction and completion.7.If a room is not ready for an arriving guest, they will be advised accurately of the estimated time8.In room-not-ready situations, guests may be offered a pager or local-only cell phone to advise them when it becomes ready, and the luggage will be 64、waiting for them in the room9.If a room is not ready for a guest arriving BEFORE the published check-in time, they will be escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10.If a room is not ready for a guest arriving AFTER the published check-in ti65、me, they will be offered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. Th66、e escorting staff will communicate directly with the server.11.If guests experience food quality problem, the offending dish will be immediately substituted, and there will be no cost for the item12.All guests who have experienced any kind of serious problem will receive a note of apology and/or a t67、elephone call from the highest level manager available, with specific reference to the situation13.Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner14.Staff will create a sense of recognition by using the guests name, when known, in a natural and discre68、et manner15.Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16.Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedbac69、k while giving the impression they care about resolving the problem. All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1.Listen Actively2.Empathize3.Ask Questions4.Offer Solutions5.Follow-up with fellow employees and the guest6.70、Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling th71、e story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the im72、pression that they care about resolving the problem. Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse. Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease73、 and convey the sense we are happy to see you and we have been expecting you. Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait w74、ill be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.Section 2Sequence of ServiceFloor Supervisor/HousekeepingSection 2 Sequence of ServiceSequence of Service DefinedOur working definition of Sequence of Se75、rvice/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, regard76、less of: what the guest requests the time of day any staffing, personnel or personal problems.1.UNDERSTAND that:a)If you are not directly serving a guest, then you are assisting the person who is serving the guest.b)The Sequence of Service is non-negotiable.c)The only person who can change the Seque77、nce of Service is the guest - not the manager, or any employee.d)The Sequence of Service is based on the concept and the goals of the Department, the Hotel and the Company.e)Implementation of Sequence of Service is necessary for our success, and must be achieved 1OO% of the time, for 1OO% of our gue78、sts.2.REMEMBER that:a) A Sequence of Service is written to ensure that we consistently meet the guests needs, and not the employees needs.b)If you have a better way to meet our guests needs, you can change a Sequence of Service by presenting your idea to your manager. If the change is approved, all 79、employees will be informed of the change.Sequence of ServiceFor inspecting a check-out/vacant roomAction of SequenceCheck1. Enter the guest room 2. Start from entrance move around the room3. Inspect for maintenance/inspect thermostat 70f(S) 68f (W)4. Inspect trash bins5. Inspect bed making/under bed80、.6. Inspect dusting7. Inspect night stand closest to bathroom Clock radio set alarm to 12pm/radio at 92.5 Night set closest to desk: Telephone/notepad/pencil/Inspect for cleanliness8. Move clockwise to inspect Furniture/check drawer liners Lamps/bulb wattage is 100 watts/light switches Windows/check81、 plants in suites Second telephone (desk) Desk Pictures (frames/glass) Armoire (top right drawer turndown tray) Television Drawers (Bottom left drawer 2 laundry bags/dockets)9. Inspect closet Shelves Walls (Shoe horn, Clothes brush) Mirrors Hangers (7 male, 2 satin, 5 female) Safe Safe drawer (bedsp82、read bag/shopping bag10. Inspect Mini-bar Coffee Maker/Kettle/mugs/amenity Box/Ice bucket/glasses 11. Inspect Bathroom: Walls/door Tub Sink basin, shower and toilet High dusting of bathroom Mirror/Shaving Mirror Floor12. Inspect amenities, supplies, towels and robes placement13. Inspect vacuuming14.83、 Quality check of room15. Update status on phone16. Update worksheet17. Exit room and secure door 23 Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 4949Section 3How Tos更多资料在 酒店行业宝典光盘Floor Supervisor/HousekeepingHow TosThe How Tos DefinedOur working definition of How Tos of Guest Service is the s84、pecific method for completing every task in each department. All guests will receive this level of job performance, regardless of: what the guest requests the time of day any staffing, personnel or personal problems.1.UNDERSTAND that:a)If you are not directly serving a guest, then you are assisting 85、the person who is serving the guest.b)The How Tos of Guest Service are non-negotiable.c)The only person who can change the How Tos of Guest Service is the guest - not the manager, or any employee.d)The How Tos of Guest Service are based on the concept and the goals of the Department, the Hotel and t86、he Company.e)Implementation of How Tos of Guest Service is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests.2.REMEMBER that:a)A How Tos of Guest Service is written to ensure that we consistently meet the guests needs, and not the employees needs.b)If you have a87、 better way to meet our guests needs, you can change a How Tos of Guest Service by presenting your idea to your manager. If the change is approved, all employees will be informed of the change. housekeepingDos & DontsChange these based on department. Reinforce first impression and Service Culture St88、andardsDos1. Smile at the guest it makes a lasting impression.2. Use the guests name this gives a sense of belonging and recognition.3. Give your undivided attention to each guest. 4. Have a positive attitude even in difficult situations.5. Work efficiently and professionally.6. Anticipate guests ne89、eds.7. Use proper verbiage and descriptive words.8. Communicate with team members when you need assistance.9. Take ownership of guest requests and complaints.10. Always be neatly presented and comply with grooming guidelines.Donts1. Say “NO.” 2. Ignore guests when you are on the telephone acknowledg90、e them with a smile and eye contact.3. Argue with a guest.4. Be pretentious when talking to a guest be natural but courteous.5. Congregate in groups talking.6. Move slowly it looks terrible.7. Ever say “thats not my job” give the guest the impression that you care and will assist them.8. Come to wor91、k with a poor attitude guests will notice it and your co-workers hate it.9. Ignore instructions from your supervisors/managers.How tosNote: All of the items that are bolded under a TASK are Core Standards. All the phrases that are in italics are recommended phrases to use.inspecting a check-out/vaca92、nt room Task 1. ENTER THE GUEST ROOMa) When entering a room, follow the steps below: Knock on the door or ring doorbell Wait six seconds for response Knock or ring doorbell again If no response, insert key Open door six inches/six centimeters Place head inside the door. Announce yourself, “Housekeep93、ing, Good morning” If no response, open door and enter room, place door sign on front door. Close door behind you. If guest responds, enquire of another service time. Place the “We Are Servicing Your Room” sign on door knob. Enter room If guest is present once you enter the room, apologize for distu94、rbance and offer enquire of another service time b) Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do not access the roomc) Door locks will function smoothly, and will be in excellent condition.d) Staff will actively greet guests, smile, make eye contact and speak in 95、clearly, in a friendly manner.e) Staff will always appear clean, crisp, polished and well fitted. f) Staff will speak to guests in attentive, natural and courteous manner, avoiding pretensiong) In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at which time a phone ca96、ll will be placed to the room by a supervisor to determine guests needs; if the phone is not answered, the room will be serviced.Task 2. START FROM ENTRANCE - MOVE AROUND THE ROOMa) Inspect the door Frame, threshold, peephole, hinges Fresh DND sign on doorknob Lights Ceiling light and mini-bar activ97、ated by switch Safety directions with frame free of dust Door bolt clear of scuff marks (interior & exterior) Dead bolt is working properlyb) The guest room door will be free of scuffs, marks and nicksc) Door locks will function smoothly, and will be in excellent condition.d) Walls, woodwork and cei98、lings will be in very good condition, free of nicks, marks and soil.e) Test air conditioning on high and check if the fan does not make any excessive noise The thermostat on the air conditioner should be set correctlyf) . Temperature controls are simple to use and have quick effectiveness in changin99、g room temperature g) Check for room smells of odors, including cigarettes or cigars, spray with air freshener or call Housekeeping for the ozone machine. Open windows to air, if applicableh) Entire room is fresh and odor-free and gives an impression of good ventilationTask 3. INSPECT ROOM FOR MAINT100、ENANCEa) Check the following items before inspecting the room: Turn on all lights, check for blown bulbs etc. Turn on television and radio to see if clear picture and sound. Check all telephone lines in rooms that they are in working condition. Turn on air-conditioning and check all speeds (check te101、mperature). The thermostat on the air conditioner should be set correctly Open all curtains and check for tears, rips or stains. Check appearance of bathroom - check for mould Check shower nozzle Flush toilet - check Open wardrobe doors check Check that safe is open.b) All requests for maintenance w102、ill be reported to the Office Coordinator before the room is inspected, stating exact location and precise nature of problem. All maintenance requests will be noted on worksheet. All maintenance requests for one location will be called through the same time.c) Proceed with inspection only when the m103、aintenance request is completed.Task 4. INSPECT BED MAKING /UNDER BED.a) The beds will be made following the proper procedure, the throw is clean and placed correctly, and the pillows clean and properly arrangedb) Beds will present a plush and comfortable appearance, with extra pillows (4 on king be104、d, 2 on double beds)c) All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoeverd) Check under the bed the carpet will be vacuumed and spotless, with the edges cleanTask 5. INSPECT DUSTINGa) All surfaces in the guest room must be free from dust. Glas105、s topped furniture should be dusted with a non terry cloth rag. All wood furniture should be dusted with a damp cloth and furniture polished on a BI weekly basis.Do not overlook: Entry doors Pictures Window Sills Headboards Vents Clock radio Telephone Armoire video game controls, keyboard Inside dra106、wers Mirrors Under chair cushions Lamps Television VCP clock CD/stereob) All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust; ashtrays emptied c) Mirrors throughout the room will be spotlessly clean, and in excellent repairTask 6. INSPECT NIGHT107、 STAND CLOSEST TO BATHROOMa) Clock radio set alarm to 12 pm/radio at 92.5b) Night set closest to desk: Inspect for cleanliness telephone, notepad, pencilTask 7. MOVE CLOCKWISE TO INSPECTa) Furniture/check drawer linersb) Furniture will be in very good condition, free of visible wear, and will be com108、pletely free of debris and stainc) Lamps/bulb wattage is 100 watts/light switches d) Lighting will provide superior reading illumination at the bed, desk and chairs/sofae) Windows - check plants in suitesf) Cords neatly hidden and properly wrappedg) Windows and glass doors will be completely clean i109、nside, including sills and frames h) Windows and glass doors will operate smoothly and easily, and lock securely, with safety bars on glassi) Second telephonej) Desk Placement Comment Card, FS Guest Service Directory, dialing instructions card, notepad, pen; Phone clean, line 1, cord receiver, inter110、net card Drawers jogging map, Internet Cable, fax paper -clean and lined Chair pulled out w/left under desk, no stains, no scratches; Wastebasket clean, lined, brass stain freek) Instructions for telephone, voice mail, and frequently used hotel extensions will be providedl) Room collateral will incl111、ude Four Seasons directory, Guest Services directory, guest stationery, jogging map, guest questionnaire and room service menu, all in excellent conditionm) All guest rooms to have high speed internet access with appropriate connection cablen) Pictures (frames/glass)o) Armoire (top right drawer turn112、down tray) p) Drawers (Bottom left drawer 2 laundry bags/dockets)q) Television turn on television and radio to see if clear picture and soundr) Television and radios will be in good, clean condition, function conveniently (including remotes), and TV channel directory will be prominently availables) 113、All rooms will have a CD player, with additional CDs available through the Concierge. t) Vents clean and dust freeTask 8. INSPECT CLOSETa) Doors, Shelves, Walls (Shoe horn, Clothes brush), Mirrors, Hangers (7 male, 2 satin, 5 female), Safe, Safe drawer (bedspread bag/shopping bagb) All shelves and d114、rawers throughout the room will be completely free of dust and debrisc) Luggage racks - clean and not in need of repair Task 9. INSPECT MINIBARa) Coffee Maker, Kettle, Mugs, Amenity Boxb) Tong and Ice Bucket empty or fresh ice, no stainsc) Glasses & item placementd) Refrigerator Door, areas all arou115、nd & slats cleanTask 10. INSPECT BATHROOMa) The door is slightly opened, knob clean, walls clean 2 robes clean, matching no loose threadsb) A night light or under-counter vanity light will be provided in all bathrooms.c) The tub/shower no soap scum d) Taps will function smoothly and provide for firm116、 water pressure in all fixturese) Bathroom fixtures will be spotlessly clean, and in excellent repair f) Sink basin - sink stopper is cleang) Drain will function smoothly and drain quicklyh) Grout and caulk will be in excellent repair, and will not show any discolorationi) Toilet seat, cover, tank, 117、bowl, bowl hinges, base/behindj) Toilet paper peaked (no less than a half) and chromek) High dusting of bathrooml) Mirror/Shaving mirrorm) Lighted shaving mirrors will be installed in each bathroom, and general bathroom illumination will be superior for make-up purposesn) Floor rugs (no stains and w118、ell riveted), wastebasket, linersTask 11. INSPECT AMENITIES, SUPPLIES AND ROBES PLACEMENTa) Vanity top - marble top, tissue (tissue peaked) placement, amenity basket with hairdryer (cotton/q-tip container (6 each), shower cap, lotion, 2 washcloth & 2 glasses + coasters drinking glasses are impeccabl119、e without any scratch or spot b) Towels and robes will be in excellent condition, fluffy and absorbent and color - consistent c) , Bath Amenities bath soap, shampoo, conditioner, shower gel, (all labels facing) washcloth; drain, chrome, stopper w/chain on side of tub faucetd) The bathroom amenities 120、will be invitingly and conveniently displayedTask 12. INSPECT VACUUMINGa) Carpeting/flooring throughout the room will be in very good condition, free of visible wear and loose seams and threads; and will be completely free of debris and stainTask 13. QUALITY CHECK OF ROOMa) Walk through quickly in a121、 clockwise motion through room as if you were dusting. Note placement of all amenities, placement of furniture and overall maintenance of the room.Task 14. UPDATE STATUS ON PHONEa) If telephone has two lines, pick up telephone near bed and ensure telephone line is set on line one. This is generally 122、indicated by a light or button on phone.b) Follow the procedures for updating a room as established by the hotel. Generally a telephone is used to update rooms. It is important the information that you dial in is accurate. If you make a mistake by pressing an incorrect number, call office Coordinato123、r.c) All rooms are updated upon completion of service as “Inspected”Task 15. UPDATE WORKSHEETa) Appropriately mark your room report to indicate you have inspected the room.Task 16. EXIT ROOM AND SECURE DOORa) Exit the room and close the door behind you. Check the door by trying to open the guest roo124、m to ensure it is secured and locked. Often, if you let the door close behind you without checking it may not be secure.b) If the door does not lock, call the office Coordinator immediately. Stand by the guest room door until someone arrives to repair the lock.Additional how tosTask 17. INSPECTING A125、N OCCUPIED ROOMa) Read the assignment sheet before entering the room for the name of the guest, the number of guests in the room and if there are any special requests.b) Use proper entry procedures.c) In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at which time, a 126、phone call will be placed to the room by a supervisor to determine the guests needs; if the phone is not answered, the room will be serviced.d) The guest room door will remain closed with a We are Servicing Your Room sign hanging from the doorknob while the room is being inspected.e) Turn on the ent127、ry light switchf) If Room Service dishes are present: a.Call Housekeeping at ext. 6811 to have them removed. b.If items have not been removed by the time you have completed checking the room, call again. g) Check all ashtrays and wastebaskets for trashh) Check to room to make sure the following are 128、completed. The bathroom is thoroughly cleaned. The room has been dusted. Items are straightened on the tabletops. Guest clothes are folded and placed neatly on the chair. Guest nightwear is folded and placed on the end of the bed. Shoes are in pair and placed inside the closet.i) The rooms furnishin129、gs will be returned to their original position. Hotel Sponsored collateral, if moved by the guest, will be neatly folded and left in place; shoes will be pairedj) Guest clothing which is on the bed or floor will be neatly folded and placed on the bed or chair guest clothing left on the furniture wil130、l be neatly folded and left in place; shoes will be paired k) Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required for shelves l) Newspapers and periodicals will be neatly stacked on left on the table, shelf, or rack in plain view; guests persona131、l papers will not be disturbed in any waym) Open the bedside table and check the supplies of laundry bags, slips, newspaper request cards.n) Clock angled to face the bed; TV remote and TV directory placed bedsideo) Make sure the bed is made following the proper procedures.p) Spray with air freshener132、 if the room smells stale.q) Call Maintenance to report deficiencies.r) Take a last look before leaving the room to ensure that the furniture is arranged properly, that lampshades, pictures and bed skirts are hanging evenly, and supplies are in the proper positions.s) After checking is complete, tur133、n off the lights and close the entry door.Task 18. SPECIAL SERVICE TIMEa) If there are a DND sign or the guest requests you to come back at a requested time, notify the Housekeeping department immediately so they are aware why the room was not inspected .b) Notify Housekeeping if you learn of any ot134、her special requests from the guest (i.e. allergic to feathers, do not move personal belongings etc.Task 19. HANDLING LOST AND FOUNDa) Place any items left in a checkout room in a bag with the room number and name of the person who found the items.b) Bring the bags with the items to the Office Coord135、inator at the end of the day.c) The Office Coordinator will log the items by number and the name of the person who found the item. The item will go to the person who found it if we are unable to return it to the guest within 90 days.d) Any items of value will be taken immediately to Security who wil136、l follow the same claiming procedures.Task 20. TELEPHONE ETIQUETEa) Phone service will be highly efficient, including; answered before the fourth ring; no hold longer than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes.b) All front of the ho137、use and back of the house telephones will be answered as follows: Good Morning/Afternoon/Evening, Mr./Mrs./Ms. (Surname) - this information comes from the telephone display feature. Give the name of your department.c) Give your own name.d) Staff on telephone will sound calm and organized, giving the138、 guest an unhurried impression.e) Everyone who can speak English is responsible for answering a ringing telephone, even if the designated person is not available. What you can do is place the guest on hold.f) If the telephone is ringing, answer the telephone appropriately and ask the caller, “May I 139、put you on hold for a moment?”, and then wait for their response. Do not push the hold button until you have a response.g) If you are an order taker and another telephone line begins to ring while you are talking with another guest, you must ask the second caller to hold until you have finished with140、 the first guest.h) If it is necessary for you to transfer a call, ensure that you are connecting the caller to the correct department, the first time. If unsure of where to transfer the caller, take the callers number and inform the guest that he/she will be contacted as soon as possible. Make sure141、 you take the callers number accurately.i) When a caller asks to speak with a person who is not available, tell the caller, “I am sorry, Mr. Christian is not available. May I take a message for him”, or “He/she is with another guest at this time, may I take a message?”j) Never tell the guest the rea142、son why someone is not available such as; “I do not know where he/she is”, or “He/she is in a meeting”, or “He/she has .not arrived to work yet.”k) Under no circumstances will another person screen a telephone call by asking, “Who is calling?”Task 21. DISCLOSURE OF GUEST INFORMATION TO THE PUBLIC/ME143、DIAa) Guests to our hotels and resorts value their privacy and look to us to protect their guest stays from media intrusion, public inquiries, demands and other interruptions. Numerous policies exist with this safeguard in mind (i.e., reference telephone policy, no room numbers, no release of guest 144、folios, etc). The public demand for information about all aspects of a well known guests life make it all the more difficult for the hotels and resorts to protect these individuals need for privacy. NO information, however minute, can be given or leaked to the media or outsider - before, during or a145、fter - any guests stay. The General Manager or his/her designated assistant must handle all media, general public requests and inquiries.b) Deceased celebrities are represented by their estates and whatever rights the deceased had, are assumed by his/her Estate (i.e., to sue or to be sued). Our poli146、cy, therefore, should not be altered by the death of the celebrity.Task 22. INTERACTING WITH A GUESTa) When interacting with a guest, appropriate and professional communication skills should be used. All employees should be aware of their body language, tone of voice and the words they use when comm147、unicating with a guest.b) Words that are service positive and make a guest feel comfortable include: Please Thank You Excuse Me May I help you? Yes Sir/Madam, and Certainly.c) Avoid the use of slang expressions, specifically those associated with the hospitality industry or your department. For exam148、ple, refrain from saying to a guest, “ Please use your DND” Instead, you might say, “please hang your do-not-disturb tag on the outside of your door to request that housekeeping return at a later time.”d) It is inappropriate to express to guests any negative opinions you may have about the rooms, ho149、tel or other guests. You should always speak with a positive attitude when sharing information with the guests. An example is if a guest asks you about an item in the room, a positive answer would be, “All the items in the room are selected with great care in hopes that your stay will be as comforta150、ble as possible.” Avoid making comments such as, “Many guests complain about the size of the television.” e) Every effort is made to learn and use the guests sur name. In all Rooms Division outlets a name usage system is to be established and used. It is appropriate to use the guest name as often as151、 possible while still sounding natural. When on the telephone, the guest name should be used a minimum of 2 times. f) There are words or phrases we avoid using to prevent a guest from becoming angry or upset with service. Choose other words that are appropriate: “No” There are times we are unable to152、 complete a guest request, however we should not use the word no.” Instead you may say, “I apologize Mr. Smith, unfortunately reservations at that time are not available. What I can offer you is either a reservation at another time or accommodations at another venue.” I dont know - If you use this p153、hrase it will make you appear that you are not knowledgeable. A better phrase to say is, “I will find out for you.” Ensure that the information you give the guest is accurate. “That is not my job,” or “This is not my area.” When a guest asks a simple a request, you are to take ownership and not refe154、r the guest elsewhere. You should say, “Let me check for you and I will come back with the answer.” If you know you can complete the request say, “It will be my pleasure to do that for you.” “We do not do that.” Guests will request something that we cannot do, however select the words and phrases th155、at are appropriate to the situation. A positive phrase is, “I apologize Mr. Smith. I would like to be able to give you what you have requested however we are unable to. Would you be interested in ” When possible provide two options to give the guest a choice.g) When interacting with a guest, always 156、give them your full attention. Establish good eye contact and listen carefully. Paraphrasing and asking questions will demonstrate to the guest that you care and understand what they are saying.h) Do not say, yes if you do not understand the guest. This will cause further embarrassment for you and f157、rustrate the guest who may have to explain or repeat a request to another employee. If you do not understand, it is better to say, “I apologize, I do not understand. Let me get my manager.” i) When a guest asks for directions, do not point the way with your finger. When you gesture a direction, use 158、an underhand motion pointing with hand. If time permits, walk the guest in the direction he/she has asked. j) All guest contact staff will be able to answer basic questions about the property will take ownership of simple requests, and not simply refer guests elsewhere.Task 23. HANDLING A CHALLENGIN159、G GUEST REQUESTa) We will attempt to accommodate any reasonable request that a guest makes.b) Remember Golden Habit #2; Always answer with a yes. No matter what a guest or colleague asks of you, or whether you can meet the demand or not, acknowledge the request and provide a positive attitude.c) Whe160、n a guest asks for something we do not have or is difficult to provide, follow these basic steps: Listen carefully to what the guest is saying; Begin with a positive attitude, empathize; Ask questions when appropriate; Offer options; Let guest select solution; and Involve your manager.d) Below are e161、xamples of the steps listed above: A guest requests a reservation at a restaurant that is closed for remodeling:i) “I apologize, unfortunately we cannot make a reservation at that particular restaurant for you as it is currently under construction. May I make a reservation at either Restaurant X or 162、Restaurant Y for you? Both are very good and very similar to your original request. A guest complains to you that he has waited too long for a roll-away bed delivery to his room.i) “I apologize. I can see you are upset with the length of time you have waited for your delivery. It will be approximate163、ly three minutes longer. You can feel free to leave your room and we will take care of the placement of the bed for you or you may continue to wait and we will be there in just a few moments.” A guest requests a massage at the spa and the massage schedule is completely full on that particular day.i)164、 “My apologizes. Unfortunately our massage schedule is full for the day. May I recommend another spa treatment that is very relaxing such as a facial or a _? Can I make a reservation for a massage on another day for you?” ii) Ensure the options you provide are comparable in price.e) Remember to invo165、lve your manager about a complaint you have received within three minutes.f) In the event of a specific complaint, the employee receiving it will listen carefully, sympathetically, apologize and advise the guest what actions will be taken, and when.g) If a problem involves a response by other employ166、ees, all details will be carefully relayed, so that it is never necessary for the guest to repeat himself.h) Managers are involved in each complaint to ensure satisfaction and completion.Task 24. PROPER BEHAVIOR FOR ALL STAFFa) While working, interacting with guests, or even when you are in the back167、-of-the-house, smile, make eye contact and speak friendly. Treat internal and external guests the same way you would want to be treated.b) We do not touch guests unless administering CPR or the Heimlich Maneuver. Even if the guest appears familiar and you want to handshake or hug them, the only time168、 you may do this is when the guest initiates the movement.c) Body language makes the first impression when a guest sees you. Avoid poor body language such as leaning on walls or furniture, hands in your pocket, touching your face or hair and not yielding the right of way when you cross paths. The gu169、est may perceive you as lazy, rude and not caring.Task 25. THE TOP 10 WAYS TO AVOID SAYING “NO” _ is unavailable today. What I can offer you is either _ or _. Please let me check for you and I will be back with an answer. Unfortunately I am unable to fulfill your request. I have other options. I apo170、logize that we cannot provide you with _. If you would like, I will try to make it available tomorrow. Would you be interested? I would like to fulfill your request. Unfortunately I am unable to at this time. I understand you would like to have _. What I can offer you is _. It will take me some time171、 to arrange for your request. For the moment I am able to provide you with _. Let me help you find another venue that can accommodate your request. Have you tried _. It is quite similar to what you are requesting. May I suggest an alternative for you?41 Copyright 2002 Four Seasons Hotels, Ltd. (312)172、 944 4949Section 4Training ResourcesFloor Supervisor/HousekeepingTraining ResourcesSECTION 4 TRAINING RESOURCESInsert all items that would be an appendices and include:1. Hotel Floor Diagrams2. Pictures of amenity placement3. Safety Checklist for Housekeeping4. MSDS Compliance5. Bloodborne Pathogens173、6. Computer application training7. Hotel Facts8. Standards TestSafety Checklist for housekeepingPurpose: To ensure the safest conditions both in Housekeeping and Laundry/Valet, and to operate and comply with the highest standard of safety as outlined or directed by the regional, local or national au174、thorities. Increase awareness about the risky areasb) and ensure safe working environment. To outline all important manual handling procedures to avoid occupational injuries.Chemicals handling basics (follow the detailed information in msds) 1Care should be taken when working with chemicals.2. Use r175、ubber or cloth gloves when handling cleaning solutions and when emptying trash3.Make sure that cleaning solutions are correctly identified and properly diluted. 4. Follow label instructions - never mix chemicalsSafety guidelines1.Tennis shoes, leather- soled shoes and heeled shoes are generally unsa176、fe to wear when mopping or machine scrubbing. Always use proper shoes as per hotel guidelines. 2.Do not overload trucks or dollies/carts so that you can not see over the load.When moving tall trucks or tall pieces of furniture there should be at least two persons involved.3.Keep traffic areas clean 177、and free of obstructions, i.e. tools, equipment and cords.4.When transporting items such as mops from one place to another, hold the handle parallel to the body5.Walk, do not run6.Put up “Wet Floor” signs before and while cleaning floors. 7.When hands are wet or when standing on wet/damp floor, DO N178、OT TOUGH LIGHT SWITCHES OR HANDLE ELECTRICAL EQUIPMENT8.When unplugging electrical equipment, do not pull the cords from a distance, but go to the outlet and remove the plug by hand. When cleaning the equipment or performing minor repairs, be sure the equipment is unplugged9.Do not use equipment wit179、h defective electrical cords or plugs.10.If equipment is not functioning properly, have it repaired immediately.11.Long electrical cords from lamps or other electrical fixtures should be wrapped and tied properly to prevent tripping.12.If ladders are used, make sure they are firmly placed. There may180、 be local regulations which may require one person holding the base of the ladder wile the other is on it.13.Cigarette butts should be extinguished before putting them into the toilet.14.Know the location of the First Aid Boxes and fire extinguishers.15.Never reach into a wastebasket with unprotecte181、d hands.16.Loose or broken faucets, handles, grab-bars, soap dishes, broken chairs, dressers or tables must immediately be reported to your supervisor. Torn room carpets and curled carpet edges can also cause serious falls.17.Tools of all kinds are a tremendous help, however to fully benefit from th182、em and avoid an accident, each and every tool must be used properly and safely.18.Unplug any personal care appliances you may find. Be alert to things which may cause accidents. Report them to the Housekeeping Office. Report any unusual electrical equipment the guest may have brought into the room.1183、9.Look before walking through doorways, around corners, out of elevators, out of rooms, etc.20.No smoking at any time when you are working on the guest floors or service hallways.21.Use proper eye protection - Safety shield, Safety glasses, Goggles, Tinted lensesManual Handling procedures1.Lift with184、 your legs Not your back!By bending with the knees to the object, and keeping the torso or body as straight as possible, you can eliminate much of the possibility of back strain.Also, tuck your elbows and arms in close to your body.(Lifting by bending at the waist is the easiest way to cause back st185、rain and injury.) 2.Grip objects with the whole hand And wear gloves!Inspect materials for slivers, jagged edges, burrs, protruding nails, grease, etc. Make sure that your hands and gloves are clean and dry.3. Size up the load - If it is too heavy, get help!Hoists, dollies, and hand trucks are avail186、able for heavy loads. Do not be afraid to ask a fellow employee for a hand.4.General lifting Procedure -Size up the load -Free the load squarely -Secure a firm footing with your feet properly spread -Bend your knees -Get a grip on the load -Keep a straight back and lift by straightening your legs -L187、ift gradually, not suddenly -Keep the load close to your body -Do not twist your bodyslips, trips and falls1.Keep common well used walkways clear of debris2.Clean up oil and grease spills properly and immediately3.Observe, use and take heed of slip hazard warning signs4.Remove snow and ice properly5188、.Take action and report If you see a carelessly left spill, block it and call the proper department to get it cleaned up. ladder falls1.Use the proper height ladder for the job2.Check the ladder before use3.Set ladder up properly4.Ascend and descend properly5. When a ladder is needed, use one carele189、ss use of electricity1.Do not overload outlets2.Properly ground power tools and equipmentcuts and scrapes1.Always be on the look out for physical hazards - broken glass, jagged metal edges, broken springs on furniture, bed frames, pins and needles.2.Carefully inspect all items that you may handle fo190、r potential hazards. Carefully look through dirty linen before bundling it up and moving it. Carefully look where you are grabbing furniture before moving it.3.Always report all physical hazards clean up any dangerous debris and report any potential hazards you may find.4.Always wear leather palmed 191、gloves when handling garbage or sharp debris. Never pick up broken glass with your bare hands. bumpsBeing in a hurry can cause you to bump into walls, corners, and objects. Do not trip over something because you were too busy to see it. Take the time to do it safely.burnsIn your rooms, be on the lookout for hot irons and curling irons. Be aware of lit cigarettes and ashes in ashtrays never assume something is cool.Employees Signature: _Date:Managers Signature: _Date:47 Copyright 2002 Four Seasons Hotels, Ltd. (312) 944 4949