【正文】 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 13 Standards 8 amp。 and will be pletely free of debris and stain 12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust。 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 12 FOUR SEASONS CORE STANDARDS FOR GUEST ROOM DAILY 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, guests will not be contacted until after 2pm, at which time, a phone call will be placed to the room by a supervisor to determine the guest?s needs。 and will be pletely free of debris and stain 4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil 5. Furniture will be in very good condition, free of visible wear, and will be pletely free of debris and stain 6. Windows and glass doors will be pletely clean inside, including sills and frames 7. Windows and glass doors will operate smoothly and easily, and lock securely 8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film, buildup, or dust 9. All shelves and drawers throughout the room will be pletely free of dust and debris 10. Beds will present a plush and fortable appearance, with extra pillows (4 on king bed, 2 on double beds) 11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stain whatsoever 12. Entire room is fresh and odorfree and gives an impression of good ventilation 13. Temperature controls are simple to use and have quick effectiveness in changing room temperature 14. Room collateral will include Four Seasons directory, Guest Services directory, guest stationery, jogging map, guest questionnaire and room service menu, all in excellent condition 15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided 16. Periodicals will include at least Four Seasons (Regent) magazine and a popular local magazine, all current issues and in excellent condition 17. Televisions and radios will be in good, clean condition, function conveniently (including remotes), and TV channel directory will be prominently available 18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas 19. Mirrors throughout the room will be spotlessly clean, and in excellent repair 20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration 21. Towels and robes will be in excellent condition, fluffy and absorbent and colorconsistent 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。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 2020 Four Seasons Hotels, Ltd. (312) 944 4949 8 CORE STANDARDS DEFINED Our working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is pleted.