【正文】 en 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。 answered before the fourth ring。 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。 answered before the fourth ring。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 19 FOUR SEASONS CORE STANDARDS FOR HOUSEKEEPING amp。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 17 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。 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 16 FOUR SEASONS CORE STANDARDS GUEST ROOM EVENING SERVICE 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 contact and speak clearly in a friendly manner 2. 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 3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment 4. Staff will create a sense of recognition by using the guest?s name, when known, in a natural and discreet manner 5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension 6. Staff will always appear clean, crisp, polished, and well fitted 7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service 8. The rooms furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest placed it. 9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed or chair guest clothing left on other furniture will be neatly folded and left in place。 Copyright 2020 Four Seasons Hotels, Ltd. (312) 944 4949 15 Standards 8 amp。 ashtrays emptied 13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoever, with fresh sheeting daily 14. Towels and robes will be in excellent condition, fluffy and absorbent and colorconsistent 15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are not required for shelves 16. Mirrors throughout the room will be spotlessly clean, and in excellent repair 17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration 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。 if the phone is not answered, the room will be serviced. 8. The room?s furnishings will be returned to their original position. Hotel sponsored collateral, if moved by the guest, will be neatly arranged where the guest has placed it. 9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed or chair guest clothing left on other furniture will be neatly folded and left in place。 Copyright 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.