【正文】 2020 Four Seasons Hotels, Ltd. (312) 944 4949 12 27. A night light or undercounter vanity light will be provided in all bathrooms. All rooms will have a CD player, with additional CDs available through the Concierge 28. All guest rooms to have high speed inter access with appropriate connection cable. Why: Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 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。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 15 Standards 8 amp。 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。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 19 FOUR SEASONS CORE STANDARDS FOR HOUSEKEEPING amp。 or, in the case of longer holds, callbacks offered, then provided in less than three minutes 2. Staff on telephone will sound calm and anized, giving the guest an unhurried impression 3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner 4. 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 5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment 6. Staff will create a sense of recognition by using the guest?s name, when known, in a natural and discreet manner 7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension 8. Staff will always appear clean, crisp, polished, and well fitted 9. 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 plugin will be set up (or offered) 11. All items will be presented attractively and thoughtfully, not simply handed loosely to guests 12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bout a convenient time to make the repair, and plete 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 the guest was not present Why Standard 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 the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required. Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 or, in the case of longer holds, callbacks offered, then provided in less than three minutes 2. Staff on telephone will sound calm and anized, giving the guest an unhurried impression 3. 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 service 4. In the event of a specific plaint, the employee receiving it will listen carefully, sympathetically, apologize and advise the guest what actions will be taken, and when 5. 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 himself 6. Managers are involved in each plaint to ensure satisfaction and pletion. 7. If a room is not ready for an arriving guest, they will be advised accurately of the estimated time 8. In roomnotready situations, guests may be offered a pager or localonly cell phone to advise them when it bees ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published checkin time, they will be escorted to a fortable lounge or restaurant and offered changing facilities and luggage storage. 10. If a room is not ready for a guest arriving AFTER the published checkin time, they will be offered the option to take advantage of luggage storage, changing facilities and or fortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is municated. At a minimum, a plimentary beverage is offered. The escorting staff will municate 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 item 12. All guests who have experienced any kind of serious problem will receive a note of apology and/or a telephone call from the highest level manager available, with specific reference to the situation 13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner 14. Staff will create a sense of recognition by using the guest?s name, when known, in a natural and discreet manner 15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 25 SEQUENCE OF SERVICE FOR INSPECTING A CHECKOUT/VACANT ROOM Action of Sequence Check 1. Enter the guest room 2. Start from entrance – move around the room 3. Inspect for maintenance/inspect thermostat 70176。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 28 THE HOW TO’S DEFINED Our working definition of