【正文】 All guest rooms to have high speed inter access with appropriate connection cable. Why: Floor Supervisor/Housekeeping Section 1 – Core Standards 169。 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 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. All guests will receive these service Core Standards, 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) Core Standards of Guest Service are nonnegotiable. c) The only person who can change our Core Standards of Guest Service is the guest not the manager, or any employee. d) The Core Standards of Guest Service are based on the concept and the goals of the Department, the Hotel and the Company. e) Implementation of these Core Standards of Guest Service is necessary for our success and must be achieved 1OO% of the time, for 1OO% of our guests. 2. REMEMBER that: a) Core Standards of Guest Service are written to ensure that we consistently meet the guest?s needs, and not the employee?s needs. c) If you have a better way to meet our guests? needs, you can change a Core Standard of Guest 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 1 – Core Standards 169。 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。 Don?ts 24 How To?s for Inspecting a Check Out/Vacant Room 25 Additional How To?s 32 SECTION 4 – TRAINING RESOURCES Insert all items that would be an appendices and include: 1. Hotel Floor Diagrams 2. Pictures of amenity placement Floor Supervisor/Housekeeping Training Checklist 3. Housekeeping report 4. Safety checklist for Housekeeping 5. MSDS Compliance 6. Bloodborne Pathogens 7. Computer application training 8. Hotel Facts 9. Standards Test TRAINING CHECKLIST FLOOR SUPERVISOR Name: Hire Date: