酒店房务部ABC操作规范

Welcometo

ThreeStepsinthetrainingprocess

培训的三大部分

IntroductionoftheABC`sHousekeepingProcess介绍管家部客房ABC的工程流程DemonstrationoftheABC`sofHousekeepingProcess实际演练管家部客房ABC的工程流程ThreeFormstoImplementtheABC`sofHousekeeping实施管家部客房ABC的三个表格Objectives

培训目标Statethetopthreedriversofguestsatisfaction清楚影响客人满意度的三大因素StatethetopfourdriversofguestDIS-satisfaction清楚四种重大的清洁过失Understandwhyweusethe“CODE”理解掌握如何对员工进行培训的方法Understandhowtogiveeffectivefeedback理解掌握如何进行有效的反馈Whatgoodlearnersdo好的员工是如何进行学习的Whatgoodtrainersdo好的训导师是如何进行培训的

What`sABC`sofhousekeeping?什么是客房部ABC`s？撤走脏的布草

床喷洒清洁剂抹尘清洁浴室最后清洁卧室ABCwillreducevariabilityofacoreprocessABC可减少操作程序改变的机率.ABCidentifiespotentialareasofimprovementABC可显示出潜在的可供改进的方面.ABCwillspeedupTransferofInnovationwithintheDivision.Wewouldprefertoimplementaprovenprocess,ratherthancreateanewoneABC加速了部门变革运转.相对于建立一个新的工作程序，我们喜欢执行一个程序.ABCwillenhancetheconsistencyofqualityABC可提高质量的持续性ABCwillhelpusforquickimplementationintonewlyopenedpropertiesABC可以帮我们快速的执行到新的酒店里.ABChasverywellstructuredtrainingprogramABC有很具指导性的培训计划.ABChassystematicinspectionformsandauditsheetsinordertoensureconsistencyofsupervision为了确保监督的持续性，ABC有系统的检查表格和统计表.ABC’sofHousekeepingAdvantagesforthedivision?优点?DriversofGuestSatisfaction影响客人满意度的因素Source:2000JDPower&AssociatesDomesticHotelGuestSatisfactionStudy-UpscaleSegment38%3%26%10%3%20%Departure离店OverallHotelCleanliness&Maintenance酒店总体清洁及保养HotelServices酒店服务Food&Beverage餐饮ArrivalProcess

抵店过程GuestRoom&Bath客房及浴室Top10Factors

Intenttostay

影响客人逗留的十大因素Source:Penn,Schoen&BerlandAssociates,Inc.1999ResearchStudyCleanliness清洁Comfortable

Rooms客房舒适度Customer

Service服务Reputation

ofHotel酒店声誉Quality

ofHotel酒店质量Price价格Room

Amenities客用品Recommendations推荐Business

Amenities商务客人客用品Frequent

Guest

Program常客计划ABCofHSKPisnotadaptedtothenewBP-GreenRoomProgram. 客房部的ABC，不适用于新的BP－绿色客房计划ABCtracksroomattendantsperformancewithsystematicapproach

usingspecifictoolssuchas“Short&LongInspectionForms”and

“ProcessAuditSheet”whichhelpstoensureconsistency.

Thisallowstolinktheirperformancetoanincentiveplanproposedby

theprogramandalsoidentifyareasfortraining&furtherdevelopment.

Anincentiveplanshouldbeoptional. ABC用系统的工具（例如快速查房表格和细化查房表格）追踪客房服务员的成绩，有助于确保成绩跟踪的连贯性.通过这个计划，还提供了进一步培训和发展的空间。我们建议将这些工具与奖励计划结合使用的检查结果作为一个辅助手段；如果没有，那么请记得奖励员工好的行为。激励计划可以自由选择。3.ABCisbasedon1maidcleaning1room.Somehotelsusea“buddysystem”withtworoomattendantscleaningineachroom.ABC是基于一个服务员清洁一个房间设立的.一些酒店采用“伙伴系统”，房间是由2个服务员合作完成。ABC’sofHousekeepingDoingOrdinarythings

日常工作OperationalExcellence运作优点Caring关爱Revenues收入Inextra-ordinaryways

CleanRoomsConsistency&Quality连贯性和清洁质量EmployeeResearch

员工调查ExistingProcess现有工作程序ExistingSequence

现有顺序Timing定时Result:Source:InternalSheratonCleanlinessStudyconductedin1997结果:EmployeeResearch

员工调查ExistingProcess现有工作程序ExistingSequence

现有顺序Timing定时Result:Source:InternalSheratonCleanlinessStudyconductedin1997结果:Action:行动DevelopaSystematicapproachtoRoomCleanliness开发一套房间清洁系统的方法ABC’sofHousekeepingProcessProvideConsistency&quality确保连贯性和清洁质量Saveyourtime

节省时间Saveyourtripstothecart&backtotheroom

省去了来回奔走于工作车和房间的次数Savere-cleaningefforts避免了重复清洁EnhanceGuestSatisfaction可提高客人满意度Theprocesswasdesignedbyexpertsinthefieldto:此工作程序是由该领域专家设计开发的：FourDeadlySins

四种重大的清洁过失HairintheBedLinen

床上有毛发GarbageorDebrisintheRoom房间内有垃圾或碎屑HairintheBathroom浴室有毛发MoldontheTiles瓷砖上有霉变TheStarwoodCleanlinessstudyrevealedthat,accordingtoourguests,thereareFourSeriousCleanlinessIssues:喜达屋清洁研究表明，在客人眼中,有四种重大的清洁过失：Source:InternalSheratonCleanlinessStudyconductedin1997床上有毛发房间内有垃圾或碎屑浴室有毛发瓷砖上有霉变Ifanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4个清洁上的致命过失被我们的客人遇到，他们就会投诉。FourDeadlySins

四种重大的清洁过失床上毛发房间垃圾浴室毛发瓷砖霉变不说什么通知服务员清洁换房退房GuestExpectationsofHotel

客人期望的酒店Clean&Correctwithin15minutes15分钟内清洁完房间Changerooms换房Upgrade客房升级GiftCertificate送礼物Freedinner免费餐Refundordiscount退款或打折Ifanyofthesefourdeadlysinsareencounteredbyourcustomers,theyexpectaction!如果以上4个清洁上的重大过失被我们的客人遇到，他们就会投诉。DirectImpact直接影响

Inadditiontothefinancialimpactcausedbyrebatesandre-cleaningeffortstheimpactisfeltonguestloyaltythrough…

打折和重复清洁不仅造成经济上的损失，更会影响客人对酒店的忠诚度…Consistency&Quality 连贯性和清洁质量IncreaseinLRAScores 增加LRA分数IncreaseinGSIScores 增加GSI分数

TheABC`sManual

LearningStylesInventory不同人的学习风格AdultLearning

成年人学习TheLearningPyramid学习记忆的金字塔讲座5%阅读视听设备10%20%演示讨论实际操作30%50%75%80%培训他人/立即操作

TheCODE

培训员工的方法E＝Explain讲解D＝Demonstration演示O＝Observe观察C＝Coach指导Explain

讲解PrepareTheEmployee告诉员工你要讲什么-DefinePurpose,Objectives&Standards介绍培训目的、目标及标准-IdentifyWIIFM指出为什么要进行培训，培训的好处GiveAnOverview概述主要内容BreakTheWholeIntoParts化整为零Step-By-Step循序渐进EasierPartsFirst,ThenMoreDifficult先易后难Demonstrate

演示InClearView确保每位员工都可以看到DoItForThem演示Show&Tell边做边讲解RecapTheKeyPoints回顾要点AskOpenEndedQuestions问具体问题DemonstrateAgain再次演示，加强记忆Observe

观察LetTheTraineeDoTheWholeJob让员工操作整个工作过程ProvideAssistance,OnlyIfNecessary只有必要时才提供帮助LetThemMakeAMistake允许员工犯错误HaveTheEmployeeTeachYou让员工教你Coach

指导TellThemHowTheyDid告诉员工他们做的怎么样RedirectThemOnAnyPartsTheyPerformedIncorrectly对于不正确的环节再进行指导GiveEffectiveFeedback进行有效的反馈LetThemPractice让员工进行练习Feedback

反馈Positive好的方面What哪些方面Why为什么ForImprovement有待提高的方面What哪些方面Alternative其它方法Why为什么Recap

让我们回顾一下所学的内容Thetopthreedriversofguestsatisfaction影响客人满意度的三大因素-GuestRooms&Bath客房及浴室-OverallCleanliness总体清洁-ArrivalProcess抵店过程TheFourDeadlySins四种重大的清洁过失Whatdoesthe“CODE”standfor?培训员工的方法？Howtogiveeffectivefeedback?如何进行有效的反馈？Objectives培训目标CommittotheABC`sprocessandtrainingplan掌握ABC的清洁程序及培训计划Identifyandremovebarrierstoindividualandteamsuccess认识并克服在实施ABC过程中会出现的障碍Supportyourteam`songoingcommitmentandbuy-in