四季酒店标准培训手册 - FLOOR SUPERVISOR.doc

Standards Training For Floor supervisor Table of Contents Floor supervisor/Housekeeping Topic Page # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDS Core Standards Defined 7 Golden Rule 8 Service Culture Standards 8 Four Seasons Core Standards for Guest Room Initial Service 9 Four Seasons Core Standards for Guest Room daily Service 11 Four Seasons Core standards for Guest Room Evening Service 13 Four Seasons Core standards for Housekeeping/Maintenance Request 15 Four Seasons Core Standards for Problem Resolution 16 SECTION 2 - SEQUENCE OF SERVICE Sequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’S How To’s Defined 23 Do’s Don’ts 24 How To’s for Inspecting a Check Out/Vacant Room 25 Additional How To’s 32 SECTION 4 – TRAINING RESOURCES Insert all items that would be an appendices and include: Hotel Floor Diagrams Pictures of amenity placement Housekeeping report Safety checklist for Housekeeping MSDS Compliance Bloodborne Pathogens Computer application training Hotel Facts Standards Test Training Checklist floor supervisor Name: 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 Responsibilities Date Trainee Trainer Section 1 - Core Standards Core Standards Defined Service Culture Standards Core Standards for Guest Room Initial Condition Core Standards for Guest Room Daily Service Core Standards for Guest Room Evening Service Core Standards for Problem R