Starwood_The ABC of housekeeping_房务部ABC操作规范.ppt

Three Steps in the training process 培训的三大部分 Introduction of the ABC`s Housekeeping Process 介绍管家部客房ABC的工程流程 Demonstration of the ABC`s of Housekeeping Process 实际演练管家部客房ABC的工程流程 Three Forms to Implement the ABC`s of Housekeeping 实施管家部客房ABC的三个表格 Objectives  培训目标 State the top three drivers of guest satisfaction 清楚影响客人满意度的三大因素 State the top four drivers of guest DIS-satisfaction清楚四种重大的清洁过失 Understand why we use the “CODE” 理解掌握如何对员工进行培训的方法 Understand how to give effective feedback 理解掌握如何进行有效的反馈 What good learners do 好的员工是如何进行学习的 What good trainers do 好的训导师是如何进行培训的 What`s ABC`s of housekeeping? 什么是客房部ABC`s ？ Drivers of Guest Satisfaction影响客人满意度的因素 Top 10 FactorsIntent to stay　影响客人逗留的十大因素 Doing Ordinary things 日常工作 Employee Research　员　工　调　查 Existing Process　现有工作程序 Existing Sequence　现有顺序 Timing　定时 Employee Research　员　工　调　查 Existing Process　现有工作程序 Existing Sequence　现有顺序 Timing　定时 ABC’s of Housekeeping Process Provide Consistency quality　确保连贯性和清洁质量 Save your time　节省时间 Save your trips to the cart back to the room　　　　　省去了来回奔走于工作车和房间的次数 Save re-cleaning efforts　避免了重复清洁 Enhance Guest Satisfaction　可提高客人满意度 Four Deadly Sins四种重大的清洁过失 Hair in the Bed Linen　床上有毛发 Garbage or Debris in the Room　房间内有垃圾或碎屑 Hair in the Bathroom　浴室有毛发 Mold on the Tiles　瓷砖上有霉变 Four Deadly Sins四种重大的清洁过失 Guest Expectations of Hotel客人期望的酒店 Clean Correct within 15 minutes 15分钟内清洁完房间 Change rooms 换房 Upgrade 客房升级 Gift Certificate 送礼物 Free dinner 免费餐 Refund or discount 退款或打折 Direct Impact 直接影响 In addition to the financial impact caused by rebates and re-cleaning efforts the impact is felt on guest loyalty through… 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 Increase in LRA Scores 增加LRA分数 Increase in GSI Scores 增加GSI分数 The ABC`s Manual Learning Styles Inventory