【正文】 Standards Training For FLOOR SUPERVISOR Floor Supervisor/Housekeeping Training Checklist 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 CheckOut/ Vacant Room 20 SECTION 3 HOW TO’S How To?s Defined 23 Do?s amp。 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: 1. Hotel Floor Diagrams 2. Pictures of amenity placement Floor Supervisor/Housekeeping Training Checklist 3. Housekeeping report 4. Safety checklist for Housekeeping 5. MSDS Compliance 6. Bloodborne Pathogens 7. Computer application training 8. Hotel Facts 9. 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 unfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our mitment 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 Resolution Section 2 Sequence of Service Sequence of Service Defined Sequence of Service for Inspecting a Check Floor Supervisor/Housekeeping Training Checklist Task and Responsibilities Date Trainee Trainer out/Vacant Room Section 3 How To’s How To?s Defined Do?s and Don?ts How To’s for Inspecting a CheckOut/Vacant Room Enter the guest room Start from entrance – move around the room Inspect the room for maintenance Inspect trash bins Inspect bed making/under bed Inspect dusting Inspect night stand closest to bathroom ? Clock radio – set alarm to 12pm/radio at Night 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) ? Armoire (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 Minibar Floor Supervisor/Housekeeping Training Checklist Task and Responsibilities Date Trainee Trainer ? Coffee Maker/Kettle/Mugs/Amenity Box ? Ice Bucket/Glasses Inspect Bathroom ? Walls/door ? Tub ? Sink Basin, shower, toilet ? High dusting of bathroom ? Mirror/Shaving Mirror ? Floor Inspect amenities, supplies, towels and robes placement Inspect vacuuming Quality check of room Update status on phone Update worksheet Exit room and secure door Floor Supervisor/Housekeeping Training Checklist Additional How To’s Inspecting an Occupied Room Special Service Time Handling Lost and Found Telephone Etiquette Disclosure of Information to the Public/Media Interacting with a Guest Handling a Challenging Guest Request Proper Behavior for all Staff The Top 10 Ways to Avoid Saying “No” Section 4 – Training Resources Insert all items that would be an appendices and include: Hotel Floor Diagrams Pictures of amenity placements Housekeeping Report Safety Checklist for Housekeeping MSDS Compliance Bloodborne Pathogens Computer Application Training Hotel Facts Complaint Handling Standards Test Trainer Comments: Floor Supervisor/Housekeeping Training Checklist Trainee Comments: I agree 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 Signature Date Trainer Signature Date Manager Signature Date SECTION 1 CORE STANDARDS Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 8 CORE STANDARDS DEFINED Our 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 pleted. All guests will receive these service Core Standards, regardless of: ? what the guest re