【正文】 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 24 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 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 How To’s of Guest Service are nonnegotiable. c) The only person who can change the How To’s of Guest Service is the guest not the manager, or any employee. d) The How To’s of Guest Service are based on the concept and the goals of the Department, the Hotel and the Company. e) Implementation of How To’s of Guest Service is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests. 2. REMEM。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 Floor Supervisor/Housekeeping Section 2 – Sequence of Service 169。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 21 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 18 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。 no hold longer than 15 seconds。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 17 FOUR SEASONS CORE STANDARDS FOR PROBLEM RESOLUTION Mission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager 1. Phone service will be highly efficient, including。 no hold longer than 15 seconds。 MAINTENANCE REQUEST Mission: To provide responsive and immediate service 1. Phone service will be highly efficient, including。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 15 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。 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 14 FOUR SEASONS CORE STANDARDS GUEST ROOM EVENING S ERVICE Mission: To maintain a sense of wele, fort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion. 1. Staff will actively greet guests, smile, make eye