【正文】 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 28 THE HOW TO’S DEFINED Our working definition of How To’s of Guest Service is the specific method for pleting every task in each department. All guests will receive this level of job performance, regardless o。f (W) 4. Inspect trash bins 5. Inspect bed making/under bed. 6. Inspect dusting 7. 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 8. 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 ? Pictures (frames/glass) ? Armoire (top right drawer – turndown tray) ? Television ? Drawers (Bottom left drawer – 2 laundry bags/dockets) 9. Inspect closet ? Shelves ? Walls (Shoe horn, Clothes brush) ? Mirrors ? Hangers (7 male, 2 satin, 5 female) ? Safe ? Safe drawer (bedspread bag/shopping bag 10. Inspect Minibar ? Coffee Maker/Kettle/mugs/amenity ? Box/Ice bucket/glasses 11. Inspect Bathroom: ? Walls/door ? Tub ? Sink basin, shower and toilet ? High dusting of bathroom ? Mirror/Shaving Mirror ? Floor Floor Supervisor/Housekeeping Section 2 – Sequence of Service 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 22 Why: Standard 4: Staff should always establish a climate in which a guest can feel fortable enough to plain or give feedback while giving the impression they care about resolving the problem. All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution: 1. Listen Actively 2. Empathize 3. Ask Questions 4. Offer Solutions 5. Followup with fellow employees and the guest 6. Tell a Manager up the line Standards 5, 6 and 12: Emphasize that staff take ownership of a problem, municate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolution Staff should always establish a climate in which a guest can feel fortable enough to plain or give feedback while giving the impression that they care about resolving the problem. Standard 5 emphasizes that staff take ownership of a problem, and municate clear to others to avoid a repeat of the same situation or worse. Standards 710: In roomnotready situations receptionists must still immediately set the guest at ease and convey the sense we are happy to see you and we have been expecting you. Consistent with our normal checkin process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as fortable as possible. Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine. SECTION 2 SEQUENCE OF SERVICE Floor Supervisor/Housekeeping Section 2 – Sequence of Service 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, wh