洲際酒店建立標(biāo)準(zhǔn)教學(xué)文案

SETTINGSTANDARDS

建立(jiànlì)標(biāo)準(zhǔn)第一頁，共20頁。COURSEOBJECTIVE章節(jié)(zhāngjié)目標(biāo)Bytheendofthissessionyouwillbeableto在本章節(jié)結(jié)束時，您將能夠:DefineastandardanddistinguishbetweenProduct&ServiceStandards定義標(biāo)準(zhǔn)及產(chǎn)品和服務(wù)標(biāo)準(zhǔn)之間的區(qū)別ExplainthedifferencesbetweenBrand,HotelandDepartmentStandards解釋品牌，酒店及部門之間的區(qū)別ExplaintheCharacteristicsofawellwrittenstandard解釋書寫完整良好的標(biāo)準(zhǔn)的特征Listtheactionstepstofollowwhensetting&implementingstandardsinyourDepartment列出在本部門設(shè)定及實(shí)施(shíshī)標(biāo)準(zhǔn)時遵循的行動步驟Writeastandard寫出一個標(biāo)準(zhǔn)第二頁，共20頁。Astatementdescribingtherequiredproductorserviceagainstwhichactualperformancecanbemeasured. 對需要的產(chǎn)品或服務(wù)的陳述，其實(shí)際工作表現(xiàn)可以被衡量Astandardestablishesexactlywhatourcustomersshouldreceive,forexample標(biāo)準(zhǔn)確立了我們應(yīng)當(dāng)為客人提供的服務(wù)，例如(lìrú): Agreetingwithasmile帶著微笑的問候

Abarofsoap一條香皂 Noburntoutlightbulbs沒有燒壞的燈泡DEFINITIONOFA“STANDARD“

標(biāo)準(zhǔn)(biāozhǔn)的定義第三頁，共20頁。Thesestandardsallowustomeasurewhetherweachievedthestandard.Ithasthefollowingcharacteristics標(biāo)準(zhǔn)衡量(héngliáng)我們的服務(wù)是否達(dá)到了要求，其具有如下特征：ItiswhatourcustomersexpectineachBrand是我們的客人對每個品牌的期望Itisclearlystated;notamatterofopinion有清楚的表述而非僅是觀點(diǎn)Itallowsanyobservertosay“yes,achieved”or“standardnotachieved”任何旁觀者都可以評價說“是的，達(dá)到了標(biāo)準(zhǔn)”或者“沒有達(dá)到標(biāo)準(zhǔn)”BrandStandardsdifferentiatetheBrandswithinInterContinentsHotelsGroup洲際集團(tuán)的各個品牌標(biāo)準(zhǔn)都不相同BRANDSTANDARDS

品牌(pǐnpái)標(biāo)準(zhǔn)第四頁，共20頁。DEFINITIONOFA“SERVICE”STANDARD

“服務(wù)”標(biāo)準(zhǔn)(biāozhǔn)的定義Thegivingofassistanceorprovisionofsomethingtoguestandstaff.Italwaysconcernswhatwedoandhowwedosomething;howweact,speak,behave “服務(wù)(fúwù)”標(biāo)準(zhǔn)所體現(xiàn)的是為客人及/或員工提供幫助，具體涉及服務(wù)(fúwù)的內(nèi)容與方式，包括言行舉止。Aservicestandardestablishesthisexactly下列是服務(wù)(fúwù)標(biāo)準(zhǔn)的具體陳述舉例: Deliverwithin30minutes在30分鐘內(nèi)送到

Servefromtheleft從客人的左側(cè)服務(wù)(fúwù) Knock3times敲三次門

第五頁，共20頁。EXAMPLEOFASERVICESTANDARD

服務(wù)(fúwù)標(biāo)準(zhǔn)實(shí)例 Informalrestaurant在非正式餐廳 "Beveragesandaperitifswillbeofferedpromptly,andservedwithin3minutesoforder" “盡快在點(diǎn)菜(diǎncài)后3分鐘內(nèi)提供飲料與開胃酒”第六頁，共20頁。DEFINITIONOFA“PRODUCT”STANDARD

“產(chǎn)品”標(biāo)準(zhǔn)(biāozhǔn)的定義Thesmall,tangibleitemsorthingswegiveorprovideguestswith,everyday,likeadrink,abedsheetorafaxmachineonloan服務(wù)“產(chǎn)品”包括我們每天為客人所提供(tígōng)的大小物品，例如飲料，床單或租賃的傳真機(jī)Aproductstandardestablishesexactlythenumber,size,styleorquality產(chǎn)品標(biāo)準(zhǔn)涉及數(shù)量、尺寸、款式或質(zhì)量，如： Tonicwater250ml(1)一罐250毫升的湯力水 100%cottonnapkin22“x22“尺寸為22“x22“的100%全棉餐布 Paddedsatinblousehanger(4)四個加墊緞面襯衣架第七頁，共20頁。EXAMPLEOFAPRODUCTSTANDARD

產(chǎn)品(chǎnpǐn)標(biāo)準(zhǔn)實(shí)例 Housekeeping客房部： ClosetRemovablehangers壁櫥里的可移動衣架(yījià)Woodenwithribbedtrouserbar(8)八個木制褲裝衣架(yījià)Woodenwithskirtclips(4)四個木制襯衫夾子Padded,satincoveredblousehangers(4)四個加墊緞面襯衣架(yījià)第八頁，共20頁。DEFINITIONOFANOPERATINGSTANDARD

運(yùn)作標(biāo)準(zhǔn)(biāozhǔn)的定義Thewayinwhichweoperateourdepartmentsinordertoachievethehighlevelofservicestandards為了達(dá)到高水平服務(wù)標(biāo)準(zhǔn)而管理本部門的方式Generallyoperatingstandardsrefertobackofhouseactivities-awayfromtheguest指的是遠(yuǎn)離客人的后臺工作區(qū)域的總體(zǒngtǐ)運(yùn)行標(biāo)準(zhǔn)第九頁，共20頁。EXAMPLESOFOPERATINGSTANDARDS

運(yùn)行(yùnxíng)標(biāo)準(zhǔn)實(shí)例Engineering-Energy&WaterConservation工程部–節(jié)能與節(jié)水 3.15HVACplantregularlymaintainedHVAC機(jī)房要定期保養(yǎng)(bǎoyǎng) 3.21Cateringenergytargetssetformealproductionandmonitoring 為食品加工設(shè)定的餐飲節(jié)能目標(biāo)并進(jìn)行監(jiān)督Housekeeping-GuestContact客房部－對客服務(wù) 1.1Alltelephonecallswillbeansweredbeforethefourthringandguestnamewillbeusedwhereverpossible所有電話需在第四聲響之前接起，如果可能，稱呼客人的姓名Housekeeping–Cleanliness客房部-清潔 1.8Housekeepingwillthoroughlyinspectallroomsaccordingtoaroomschecklistaftertheyaremade房間打掃后客房部要根據(jù)房間檢查表徹底檢查所有房間第十頁，共20頁。INTERCONTINENTALHOTELSSERVICE&PRODUCTSTANDARDS

洲際酒店的服務(wù)與產(chǎn)品(chǎnpǐn)標(biāo)準(zhǔn)Focusoncustomerexpectationsinsofarasourdailyworkimpactsthem 以對客服務(wù)的期望(qīwàng)為中心，以及我們的工作帶來的影響Theydonotaddressinteriordesign,architecturalortechnicalproductorpurchasingspecifications 不涉及內(nèi)部設(shè)計(jì)，建筑或技術(shù)產(chǎn)品或采購規(guī)格第十一頁，共20頁。Broad,addressthe“BigPicture”廣泛，著重介紹“主要特色”Representtheminimumacceptableservicelevelscustomersexpect代表客人期望的可接受的最基本的服務(wù)水平Reflectcustomerneedsandexpectations反映客人的需求與期望Donotcoverallsituations/circumstanceswhichariseineveryhotel并不包括每個酒店(jiǔdiàn)出現(xiàn)的所有情形/環(huán)境Maybefurtherdevelopedbystandardsthatthehotelsaddtomeet/exceedcustomerexpectationswhicharespecifictotheirownproperties酒店(jiǔdiàn)可能會進(jìn)一步提高服務(wù)標(biāo)準(zhǔn)以增加符合/超越客人具體期望的服務(wù)CHARACTERISTICSOFBRANDSTANDARDS

品牌(pǐnpái)標(biāo)準(zhǔn)的特點(diǎn)第十二頁，共20頁。STEPSINSETTINGBRANDSTANDARDS

品牌(pǐnpái)標(biāo)準(zhǔn)建立的步驟Levelsofcomplianceassessed,actionplanscompleted,training確定評估，完成行動計(jì)劃并進(jìn)行培訓(xùn)Standardstranslated,publishedandimplemented標(biāo)準(zhǔn)翻譯完畢，公布并實(shí)施AreaManagingDirectorsreviewandapprove區(qū)域總監(jiān)審閱并批準(zhǔn)StandardsCommitteesreviews/propose標(biāo)準(zhǔn)委員會審閱/提議Service,Product,Facilities,LifeSafetyteams服務(wù),產(chǎn)品,設(shè)施及安全隊(duì)伍CompetitionSurveys競爭者調(diào)查Hotelcompetitors,restaurants,airlinesandotherservicebusinesses酒店同行，餐廳，航空公司及其他服務(wù)性業(yè)務(wù)Staffinvolvementandfeedback員工(yuángōng)參與與反饋RicheyReports集思廣益Focusgroups,brainstorming關(guān)注團(tuán)隊(duì)，頭腦風(fēng)暴actionplanninggroups行動計(jì)劃組CustomerFeedback客人反饋Marketingandconsumerresearch,commentcards,customerPerceptionSurvey,guestfocusgroups市場與顧客調(diào)查，意見卡，顧客期望調(diào)查，關(guān)注顧客小組第十三頁，共20頁。BRANDSERVICEANDPRODUCTSTANDARDS品牌(pǐnpái)標(biāo)準(zhǔn)及服務(wù)標(biāo)準(zhǔn)Accounting財務(wù)部 Bar&Lounge酒吧與大堂吧BusinessCentre商務(wù)中心(zhōngxīn)Conference&Banqueting宴會部Engineering工程部FineDining正餐餐廳Fitness健身中心(zhōngxīn)FrontOffice前廳部GuestRelations客戶關(guān)系Housekeeping客房部InformalRestaurant休閑餐廳Kitchen&Stewarding廚房與管事部Laundry&DryCleaning洗衣房ManagementInformationSystems信息管理系統(tǒng)部MiniBars迷你吧PublicRelations公共關(guān)系(ɡōnɡɡònɡɡuānxì)Personnel人事部RoomService送餐部Sales銷售部Security保安部Telephones總機(jī)Training培訓(xùn)部UniformedServices工裝組

第十四頁，共20頁。STEPSINSETTINGHOTELSTANDARDS

設(shè)定酒店標(biāo)準(zhǔn)(biāozhǔn)的步驟DepartmentalStandardIssued部門標(biāo)準(zhǔn)頒布 Trainingcommences實(shí)施培訓(xùn)StandardsapprovedbyExecutiveCommitteeandGeneralManager由總經(jīng)理和行政委員會批準(zhǔn)標(biāo)準(zhǔn)DepartmentHeadreviewsStandards部門經(jīng)理審閱標(biāo)準(zhǔn) BrandStandardsreviewedagainstlocalexpectations根據(jù)本地客戶的期望(qīwàng)來審閱品牌標(biāo)準(zhǔn)CompetitionSurveys競爭者調(diào)查 Otherdepartments,hotelcompetitors,servicebusinesses其他部門，酒店業(yè)競爭者，其他服務(wù)性業(yè)務(wù)Staffinvolvementandfeedback員工參與與反饋 Focusgroups,brainstorming,observation,staffsurveys集思廣益，頭腦風(fēng)暴，觀察，員工意見調(diào)查Customerfeedback顧客反饋 ReceivedCommentCards,CustomerPerceptionSurveys收到的意見卡，顧客期望(qīwàng)調(diào)查BrandStandardsarereceivedfromCorporateOffice從區(qū)域總部收到品牌標(biāo)準(zhǔn)第十五頁，共20頁。EXAMPLESERVICESTANDARD&DEPARTMENTSTANDARDOFPERFORMANCE

服務(wù)標(biāo)準(zhǔn)及部門(bùmén)標(biāo)準(zhǔn)實(shí)例"Guests'nameswillbeusedatalltimesduringallinteractionsinpersonoronthetelephone“面對客人或通過(tōngguò)電話與客人交流時，應(yīng)當(dāng)始終稱呼客人的姓名第十六頁，共20頁。Task14-KnockingonGuestDoor任務(wù)14-敲客房門Task17-EnteringaGuestRoom任務(wù)17-進(jìn)入客房Task18-UsingTelephone任務(wù)18-使用(shǐyòng)電話Task20-AnsweringTelephone任務(wù)20–接聽電話Task68-GuestContact任務(wù)68–聯(lián)系客人DepartmentStandardofPerformanceTrainingManual部門服務(wù)(fúwù)標(biāo)準(zhǔn)培訓(xùn)手冊第十七頁，共20頁。EXAMPLETASKBREAKDOWN任務(wù)分解(fēnjiě)實(shí)例Position職位: HouseAttendant客房部服務(wù)員Task任務(wù): Cleaningentranceandpavements/sidewalks清掃入口處及過道

STEP步驟

QUESTIONS問題

STANDARD標(biāo)準(zhǔn)1. Preparenecessaryequipment

準(zhǔn)備必需的工具Cleanpavements/sidewalksandentrancesdailyafter2a.m.每天下午兩點(diǎn)之后清掃過道及入口處Gatherbrush,dustpanwithlonghandleandgardenhose歸整掃帚，長柄畚箕和澆花軟管2. Inspectpavements/sidewalksandentrances檢查過道及入口Seepavements/sidewalksandentrancesarecleanandlitterfreebeforemorningrushhours在早晨高峰時間之前檢查過道和入口處是否干凈無垃圾3. Pickupcigaretteends,paperandotherlitter撿起煙頭，紙張和其他垃圾4. Cleanoutplantcontainers,removingcigaretteends,paperandotherlitter清潔花盆，收拾煙頭，紙張和其他垃圾Seeallplantcontainersarecleanandlitterfreebeforemorningrushhours在早晨高峰時間之前檢查花盆是否干凈無垃圾5. Washpavement/sidewalk清洗過道Wash2-3timesweeklyinsummer,onceaweekinwinter夏季每周沖洗兩至三次，冬季每周沖洗一次Hosedownallpavements/sidewalksaroundbuilding清洗樓體周圍的所有過道第十八頁，共20頁。CHARACTERISTICS

OFAWELL-WRITTENSTANDARD

準(zhǔn)確書寫(shūxiě)標(biāo)準(zhǔn)的特點(diǎn)Easilyunderstood易懂Describedetailedinterpersonalbehaviours描述人際間的細(xì)節(jié)行為Indicatecompleteness說明完整Canbeachievedconsistently可以持續(xù)達(dá)到Addresstimelinessasitrelatestocustomerexpectations