洲际酒店建立标准

SETTINGSTANDARDS

建立标准COURSEOBJECTIVE章节目标Bytheendofthissessionyouwillbeableto在本章节结束时，您将能够:DefineastandardanddistinguishbetweenProduct&ServiceStandards定义标准及产品和服务标准之间的区别ExplainthedifferencesbetweenBrand,HotelandDepartmentStandards解释品牌，酒店及部门之间的区别ExplaintheCharacteristicsofawellwrittenstandard解释书写完整良好的标准的特征Listtheactionstepstofollowwhensetting&implementingstandardsinyourDepartment列出在本部门设定及实施标准时遵循的行动步骤Writeastandard写出一个标准A

statementdescribingtherequiredproductorserviceagainstwhichactualperformancecanbemeasured.

对需要的产品或服务的陈述，其实际工作表现可以被衡量Astandardestablishesexactlywhatourcustomersshouldreceive,forexample标准确立了我们应当为客人提供的服务，例如: Agreetingwithasmile带着微笑的问候

Abarofsoap一条香皂

Noburntoutlightbulbs没有烧坏的灯泡DEFINITIONOFA“STANDARD“

标准的定义Thesestandardsallowustomeasurewhetherweachievedthestandard.Ithasthefollowingcharacteristics标准衡量我们的服务是否达到了要求，其具有如下特征：ItiswhatourcustomersexpectineachBrand是我们的客人对每个品牌的期望Itisclearlystated;notamatterofopinion有清楚的表述而非仅是观点Itallowsanyobservertosay“yes,achieved”or“standardnotachieved”任何旁观者都可以评价说“是的，达到了标准”或者“没有达到标准”BrandStandardsdifferentiatetheBrandswithinInterContinentsHotelsGroup洲际集团的各个品牌标准都不相同BRANDSTANDARDS

品牌标准DEFINITIONOFA“SERVICE”STANDARD

“服务”标准的定义Thegivingofassistanceorprovisionofsomethingtoguestandstaff.Italwaysconcernswhatwedoandhowwedosomething;howweact,speak,behave “服务”标准所体现的是为客人及/或员工提供帮助，具体涉及服务的内容与方式，包括言行举止。Aservicestandardestablishesthisexactly下列是服务标准的具体陈述举例: Deliverwithin30minutes在30分钟内送到

Servefromtheleft从客人的左侧服务

Knock3times敲三次门

EXAMPLEOFASERVICESTANDARD

服务标准实例 Informalrestaurant在非正式餐厅

"Beveragesandaperitifswillbeofferedpromptly,andservedwithin3minutesoforder" “尽快在点菜后3分钟内提供饮料与开胃酒”DEFINITIONOFA“PRODUCT”STANDARD

“产品”标准的定义Thesmall,tangibleitemsorthingswegiveorprovideguestswith,everyday,likeadrink,abedsheetorafaxmachineonloan服务“产品”包括我们每天为客人所提供的大小物品，例如饮料，床单或租赁的传真机Aproductstandardestablishesexactlythenumber,size,styleorquality产品标准涉及数量、尺寸、款式或质量，如：

Tonicwater250ml(1)一罐250毫升的汤力水

100%cottonnapkin22“x22“尺寸为22“x22“

的100%

全棉餐布

Paddedsatinblousehanger(4)四个加垫缎面衬衣架EXAMPLEOFAPRODUCTSTANDARD

产品标准实例 Housekeeping客房部：

ClosetRemovablehangers壁橱里的可移动衣架Woodenwithribbedtrouserbar(8)八个木制裤装衣架Woodenwithskirtclips(4)四个木制衬衫夹子Padded,satincoveredblousehangers(4)四个加垫缎面衬衣架DEFINITIONOFANOPERATINGSTANDARD

运作标准的定义Thewayinwhichweoperateourdepartmentsinordertoachievethehighlevelofservicestandards为了达到高水平服务标准而管理本部门的方式Generallyoperatingstandardsrefertobackofhouseactivities-awayfromtheguest指的是远离客人的后台工作区域的总体运行标准EXAMPLESOFOPERATINGSTANDARDS

运行标准实例Engineering-Energy&WaterConservation工程部–节能与节水

3.15HVACplantregularlymaintainedHVAC机房要定期保养

3.21Cateringenergytargetssetformealproductionandmonitoring

为食品加工设定的餐饮节能目标并进行监督Housekeeping-GuestContact客房部－对客服务

1.1Alltelephonecallswillbeansweredbeforethefourthringandguestnamewillbeusedwhereverpossible所有电话需在第四声响之前接起，如果可能，称呼客人的姓名Housekeeping–Cleanliness客房部-清洁

1.8Housekeepingwillthoroughlyinspectallroomsaccordingtoaroomschecklistaftertheyaremade房间打扫后客房部要根据房间检查表彻底检查所有房间INTERCONTINENTALHOTELSSERVICE&PRODUCTSTANDARDS

洲际酒店的服务与产品标准Focusoncustomerexpectationsinsofarasourdailyworkimpactsthem

以对客服务的期望为中心，以及我们的工作带来的影响Theydonotaddressinteriordesign,architecturalortechnicalproductorpurchasingspecifications

不涉及内部设计，建筑或技术产品或采购规格Broad,addressthe“BigPicture”广泛，着重介绍“主要特色”Representtheminimumacceptableservicelevelscustomersexpect代表客人期望的可接受的最基本的服务水平Reflectcustomerneedsandexpectations反映客人的需求与期望Donotcoverallsituations/circumstanceswhichariseineveryhotel并不包括每个酒店出现的所有情形/环境Maybefurtherdevelopedbystandardsthatthehotelsaddtomeet/exceedcustomerexpectationswhicharespecifictotheirownproperties酒店可能会进一步提高服务标准以增加符合/超越客人具体期望的服务CHARACTERISTICSOFBRANDSTANDARDS

品牌标准的特点STEPSINSETTINGBRANDSTANDARDS

品牌标准建立的步骤Levelsofcomplianceassessed,actionplanscompleted,training确定评估，完成行动计划并进行培训Standardstranslated,publishedandimplemented标准翻译完毕，公布并实施AreaManagingDirectorsreviewandapprove区域总监审阅并批准StandardsCommitteesreviews/propose标准委员会审阅/提议

Service,Product,Facilities,LifeSafetyteams服务,产品,设施及安全队伍CompetitionSurveys竞争者调查

Hotelcompetitors,restaurants,airlinesandotherservicebusinesses酒店同行，餐厅，航空公司及其他服务性业务Staffinvolvementandfeedback员工参与与反馈

RicheyReports集思广益

Focusgroups,brainstorming关注团队，头脑风暴

actionplanninggroups行动计划组CustomerFeedback客人反馈

Marketingandconsumerresearch,commentcards,customerPerceptionSurvey,guestfocusgroups市场与顾客调查，意见卡，顾客期望调查，关注顾客小组BRANDSERVICEANDPRODUCTSTANDARDS品牌标准及服务标准Accounting财务部 Bar&Lounge酒吧与大堂吧BusinessCentre商务中心Conference&Banqueting宴会部Engineering工程部FineDining正餐餐厅Fitness健身中心FrontOffice前厅部GuestRelations客户关系Housekeeping客房部InformalRestaurant休闲餐厅Kitchen&Stewarding厨房与管事部Laundry&DryCleaning洗衣房ManagementInformationSystems信息管理系统部MiniBars迷你吧PublicRelations公共关系Personnel人事部RoomService送餐部Sales销售部Security保安部Telephones总机Training培训部UniformedServices工装组

STEPSINSETTINGHOTELSTANDARDS

设定酒店标准的步骤DepartmentalStandardIssued部门标准颁布

Trainingcommences实施培训StandardsapprovedbyExecutiveCommitteeandGeneralManager由总经理和行政委员会批准标准DepartmentHeadreviewsStandards部门经理审阅标准

BrandStandardsreviewedagainstlocalexpectations根据本地客户的期望来审阅品牌标准CompetitionSurveys竞争者调查

Otherdepartments,hotelcompetitors,servicebusinesses其他部门，酒店业竞争者，其他服务性业务Staffinvolvementandfeedback员工参与与反馈

Focusgroups,brainstorming,observation,staffsurveys集思广益，头脑风暴，观察，员工意见调查Customerfeedback顾客反馈

ReceivedCommentCards,CustomerPerceptionSurveys收到的意见卡，顾客期望调查BrandStandardsarereceivedfromCorporateOffice从区域总部收到品牌标准EXAMPLESERVICESTANDARD&DEPARTMENTSTANDARDOFPERFORMANCE

服务标准及部门标准实例"Guests'nameswillbeusedatalltimesduringallinteractionsinpersonoronthetelephone“面对客人或通过电话与客人交流时，应当始终称呼客人的姓名Task14-KnockingonGuestDoor任务14-敲客房门Task17-EnteringaGuestRoom任务17-进入客房Task18-UsingTelephone任务18-使用电话Task20-AnsweringTelephone任务20–接听电话Task68-GuestContact任务68–联系客人DepartmentStandardofPerformanceTrainingManual

部门服务标准培训手册EXAMPLETASKBREAKDOWN任务分解实例Position职位: HouseAttendant客房部服务员Task任务: Cleaningentranceandpavements/sidewalks清扫入口处及过道

STEP步骤

QUESTIONS问题

STANDARD标准1. Preparenecessaryequipment

准备必需的工具Cleanpavements/sidewalksandentrancesdailyafter2a.m.每天下午两点之后清扫过道及入口处Gatherbrush,dustpanwithlonghandleandgardenhose归整扫帚，长柄畚箕和浇花软管2. Inspectpavements/sidewalksandentrances检查过道及入口Seepavements/sidewalksandentrancesarecleanandlitterfreebeforemorningrushhours在早晨高峰时间之前检查过道和入口处是否干净无垃圾3. Pickupcigaretteends,paperandotherlitter捡起烟头，纸张和其他垃圾4. Cleanoutplantcontainers,removingcigaretteends,paperandotherlitter清洁花盆，收拾烟头，纸张和其他垃圾Seeallplantcontainersarecleanandlitterfreebeforemorningrushhours在早晨高峰时间之前检查花盆是否干净无垃圾5. Washpavement/sidewalk清洗过道Wash2-3timesweeklyinsummer,onceaweekinwinter夏季每周冲洗两至三次，冬季每周冲洗一次Hosedownallpavements/sidewalksaroundbuilding清洗楼体周围的所有过道CHARACTERISTICS

OFAWELL-WRITTENSTANDARD

准确书写标准的特点Easilyunderstood易懂Describedetailedinterpersonalbehaviours描述人际间的细节行为Indicatecompleteness说明完整Canbeachievedconsistently可以持续达到Addresstimelinessasitrelatestocustomerexpectations