四季酒店集团培训手册(英文版本)

四季酒店集团培训手册(英文版本)内容摘要：

Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 13 FOUR SEASONS CORE STANDARDS FOR GUEST ROOM DAILY SERVICE Mission: To maintain a sense of wele, fort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion. 1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner 2. 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 3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment 4. Staff will create a sense of recognition by using the guest‟s name, when known, in a natural and discreet manner 5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension 6. Staff will always appear clean, crisp, polished, and well fitted 7. 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 guest‟s needs。 if the phone is not answered, the room will be serviced. 8. The room‟s furnishings 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 will be neatly folded and left in place。 shoes will be paired 10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plain view。 guest‟s personal papers will not be disturbed in any way 11. Carpeting/flooring throughout the room will be in very good condition, free of visible wear and loose seams and threads。 and will be pletely free of debris and stain 12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust。 ashtrays emptied 13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoever, with fresh sheeting daily 14. Towels and robes will be in excellent condition, fluffy and absorbent and colorconsistent 15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required for shelves 16. Mirrors throughout the room will be spotlessly clean, and in excellent repair 17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration Why Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 14 Standard 7: Recognizes a guest‟s right to privacy, and addresses the problem of guests inadvertently using their DND while facilitating an opportunity for service. Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 15 Standards 8 amp。 17: Allow us to return the room to impeccable condition with each remake 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 ensure they are always in the best possible condition. Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 16 FOUR SEASONS CORE STANDARDS GUEST ROOM EVENING SERVICE Mission: To maintain a sense of wele, fort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion. 1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner 2. 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 3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment 4. Staff will create a sense of recognition by using the guest‟s name, when known, in a natural and discreet manner 5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension 6. Staff will always appear clean, crisp, polished, and well fitted 7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service 8. 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 folded and placed on the bed or chair guest clothing left on other furniture will be neatly folded and left in place。 shoes will be paired 10. 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 way 11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf or cabi 12. Sheer and blackout 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 bedside 14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form, shoeshine bag, and newspaper card 15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required on shelves 16. Mirrors throughout the room will be spotlessly clean, and in excellent repair 17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration 18. Turndown service will be available to begin within ten minutes after guest specifically calls for service Why。