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1、Housekeeping The ABCs of Welcome to Three Steps in the training process 培训的三大部分 Introduction of the ABCs Housekeeping Process 介绍管家部客房ABC的工程流程 Demonstration of the ABCs of Housekeeping Process 实际演练管家部客房ABC的工程流程 Three Forms to Implement the ABCs of Housekeeping 实施管家部客房ABC的三个表格 Objectives 培训目标 State th
2、e 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 W
3、hats ABCs of housekeeping? 什么是客房部ABCs ？ 撤走脏的布草 床 喷洒清洁剂 抹尘 清洁浴室 最后清洁卧室 ABC will reduce variability of a core process ABC可减少操作程序改变的机率. ABC identifies potential areas of improvement ABC可显示出潜在的可供改进 的方面. ABC will speed up Transfer of Innovation within the Division. We would prefer to implement a proven p
4、rocess, rather than create a new one ABC 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. ABC will enhance the consistency of quality ABC可提高质量的持续性 ABC will help us for quick implementation into newly opened properties ABC 可以帮我们快速的执行到新的酒店里. ABC has very well structured training program ABC有很具指导性的培训计划 . ABC has s
5、ystematic inspection forms and audit sheets in order to ensure consistency of supervision 为了确保监督的持续性，ABC有系统的检查表格和 统计表. ABCs of Housekeeping Advantages for the division ? 优点? Drivers of Guest Satisfaction 影响客人满意度的因素 Source: 2000JD Power & Associates Domestic Hotel Guest Satisfaction Study - Upscale S
6、egment 38% 3% 26% 10% 3% 20% Departure 离店 Overall Hotel Cleanliness & Maintenance 酒店总体清洁及保养 Hotel Services 酒店服务 Food & Beverage 餐饮 Arrival Process 抵店过程 Guest Room & Bath 客房及浴室 Top 10 Factors Intent to stay 影响客人逗留的十大因素 Source: Penn, Schoen & Berland Associates, Inc. 1999 Research Study Cleanliness 清洁
7、 Comfortable Rooms 客房舒适度 Customer Service 服务 Reputation of Hotel 酒店声誉 Quality of Hotel 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 1.ABC of HSKP is not adapted to the new BP - Green Room Program. 客房部的ABC ，不适用于新的BP 绿色客房计划 2.ABC tracks roo
8、m attendants performance with systematic approach using specific tools such as “Short & Long Inspection Forms” and “Process Audit Sheet” which helps to ensure consistency. This allows to link their performance to an incentive plan proposed by the program and also identify areas for training & furthe
9、r development. An incentive plan should be optional. 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. ABC is based on 1 maid cleaning 1 room. Some hotels use a “buddy system” with two room attendants clean
10、ing in each room. 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。 ABCs of Housekeeping Doing Ordinary things 日常工作 Operational Excellence 运作优点 Caring 关 爱 Revenues 收 入 In extra-ordinary ways Clean Rooms Consistency & Quality 连贯性和清洁质量 Employee Research 员 工 调 查 Existing Process 现有工作程 序 Existing Sequ
11、ence 现有顺序 Timing 定时 Result: Source: Internal Sheraton Cleanliness Study conducted in 1997 结果: Employee Research 员 工 调 查 Existing Process 现有工作程 序 Existing Sequence 现有顺序 Timing 定时 Result: Source: Internal Sheraton Cleanliness Study conducted in 1997 结果: Action: 行动 Develop a Systematic approach to Room
12、 Cleanliness 开发一套房间清洁系统的方法 ABCs 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 The process was designed by experts in the field
13、to: 此工作程序是由该领域专家设计开发的： 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 The Starwood Cleanliness study revealed that, according to our guests, there are Four Serious Cleanliness Issues: 喜达屋清洁研究表明，在客人眼中,
14、 有四种重大的清洁过失： Source: Internal Sheraton Cleanliness Study conducted in 1997 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 If any of these four deadly sins are encountered by our customers, they expect action! 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。 Four Deadly Sins 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
15、洁换房退房 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 If any of these four deadly sins are encountered by our customers, they expect action! 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。 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 ABCs Manual Learning Styles I
