【正文】 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 26 12. Inspect amenities, supplies, towels and robes placement 13. Inspect vacuuming 14. Quality check of room 15. Update status on phone 16. Update worksheet 17. Exit room and secure door SECTION 3 HOW TO’S Floor Supervisor/Housekeeping How To’s 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 24 SEQUENCE OF SERVICE DEFINED Our working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be pleted. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or pletion of tasks. All guests will receive the Sequence of Service/Tasks, 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) The Sequence of Service is nonnegotiable. c) The only person who can change the Sequence 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 guests. 2. REMEMBER that: a) A Sequence of Service is written to ensure that we consistently meet the guest?s needs, and not the employee?s 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 employees will be informed of the change. Floor Supervisor/Housekeeping Section 2 – Sequence of Service 169。 no hold longer than 15 seconds。 no hold longer than 15 seconds。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 18 Standards 818: 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 items in a convenient location for the guest 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。 shoes will be paired 10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plain view。 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。 shoes will be paired 10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plain view。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 11 22. Drains will function smoothly and drain quickly 23. Taps will function smoothly and provide for firm water pressure in all fixtures 24. Grout and caulk will be in excellent repair, and will not show any discoloration 25. Lighted shaving mirrors will be installed in each bathroom, and general bathroom illumination will be superior for makeup purposes 26. The bathroom amenities will be invitingly and conveniently displayed Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 9 When each employee consistently works by the Golden Rule, a foundation is set to successfully acplish all Service Culture and Core Standards. GOLDEN RULE In 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 STANDARDS All Staff should follow our . Cultural Standards SMILE Employees will actively greet guests, SMILE, and speak clearly in a friendly manner. EYE Employees will make EYE contact, even in passing, with an acknowledgement. RECOGNITION All staff will create a sense of RECOGNITION by using the guest39。 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。s name, when known, in a natural and discreet manner. VOICE Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE. INFORMED All 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. EVERYONE EVERYONE, everywhere, all the time show their care to our guests. Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 Copyright