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1、SETTING STANDARDS 建立标准,COURSE OBJECTIVE 章节目标,By the end of this session you will be able to 在本章节结束时，您将能够: Define a standard and distinguish between Product & Service Standards 定义标准及产品和服务标准之间的区别 Explain the differences between Brand, Hotel and Department Standards 解释品牌，酒店及部门之间的区别 Explain the Characte
2、ristics of a well written standard 解释书写完整良好的标准的特征 List the action steps to follow when setting & implementing standards in your Department 列出在本部门设定及实施标准时遵循的行动步骤 Write a standard 写出一个标准,A statement describing the required product or service against which actual performance can be measured. 对需要的产品或服务的
3、陈述，其实际工作表现可以被衡量 A standard establishes exactly what our customers should receive, for example 标准确立了我们应当为客人提供的服务，例如: A greeting with a smile 带着微笑的问候 A bar of soap 一条香皂 No burnt out light bulbs 没有烧坏的灯泡,DEFINITION OF A “STANDARD“ 标准的定义,These standards allow us to measure whether we achieved the standar
4、d. It has the following characteristics 标准衡量我们的服务是否达到了要求，其具有如下特征： It is what our customers expect in each Brand 是我们的客人对每个品牌的期望 It is clearly stated; not a matter of opinion 有清楚的表述而非仅是观点 It allows any observer to say “yes, achieved” or “standard not achieved” 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” Brand Sta
5、ndards differentiate the Brands within InterContinents Hotels Group 洲际集团的各个品牌标准都不相同,BRAND STANDARDS 品牌标准,DEFINITION OF A “SERVICE” STANDARD “服务”标准的定义,The giving of assistance or provision of something to guest and staff. It always concerns what we do and how we do something; how we act, speak, behav
6、e “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。 A service standard establishes this exactly 下列是服务标准的具体陈述举例: Deliver within 30 minutes 在30分钟内送到 Serve from the left 从客人的左侧服务 Knock 3 times 敲三次门,EXAMPLE OF A SERVICE STANDARD 服务标准实例,Informal restaurant 在非正式餐厅 “Beverages and aperitifs will be offered promp
7、tly, and served within 3 minutes of order“ “尽快在点菜后3分钟内提供饮料与开胃酒”,DEFINITION OF A “PRODUCT” STANDARD “产品”标准的定义,The small, tangible items or things we give or provide guests with, every day, like a drink, a bed sheet or a fax machine on loan 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 A product standard est
8、ablishes exactly the number, size, style or quality 产品标准涉及数量、尺寸、款式或质量，如： Tonic water 250ml (1) 一罐250毫升的汤力水 100% cotton napkin 22“ x 22“ 尺寸为22“ x 22“ 的100% 全棉餐布 Padded satin blouse hanger (4) 四个加垫缎面衬衣架,EXAMPLE OF A PRODUCT STANDARD 产品标准实例,Housekeeping 客房部： Closet Removable hangers 壁橱里的可移动衣架 Wooden wi
9、th ribbed trouser bar (8) 八个木制裤装衣架 Wooden with skirt clips (4) 四个木制衬衫夹子 Padded, satin covered blouse hangers (4) 四个加垫缎面衬衣架,DEFINITION OF AN OPERATING STANDARD 运作标准的定义,The way in which we operate our departments in order to achieve the high level of service standards 为了达到高水平服务标准而管理本部门的方式 Generally op
10、erating standards refer to back of house activities - away from the guest 指的是远离客人的后台工作区域的总体运行标准,EXAMPLES OF OPERATING STANDARDS 运行标准实例,Engineering - Energy & Water Conservation 工程部 节能与节水 3.15 HVAC plant regularly maintained HVAC 机房要定期保养 3.21 Catering energy targets set for meal production and monito
11、ring 为食品加工设定的餐饮节能目标并进行监督 Housekeeping - Guest Contact 客房部对客服务 1.1 All telephone calls will be answered before the fourth ring and guest name will be used wherever possible 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 1.8 Housekeeping will thoroughly inspect all rooms according to a ro
12、oms checklist after they are made 房间打扫后客房部要根据房间检查表彻底检查所有房间,INTERCONTINENTAL HOTELS SERVICE & PRODUCT STANDARDS 洲际酒店的服务与产品标准,Focus on customer expectations in so far as our daily work impacts them 以对客服务的期望为中心，以及我们的工作带来的影响 They do not address interior design, architectural or technical product or purc
13、hasing specifications 不涉及内部设计，建筑或技术产品或采购规格,Broad, address the “Big Picture” 广泛，着重介绍“主要特色” Represent the minimum acceptable service levels customers expect 代表客人期望的可接受的最基本的服务水平 Reflect customer needs and expectations 反映客人的需求与期望 Do not cover all situations / circumstances which arise in every hotel 并不包
14、括每个酒店出现的所有情形/环境 May be further developed by standards that the hotels add to meet/exceed customer expectations which are specific to their own properties 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,CHARACTERISTICS OF BRAND STANDARDS 品牌标准的特点,STEPS IN SETTING BRAND STANDARDS 品牌标准建立的步骤,Levels of compliance assessed, action plans completed, training 确定评估，完成行动计划并进行培训 Standards translated, published and implemented 标准翻译完毕，公布并实施 Area Managing Directors review and approve 区域总监审阅并批准 Standards Committees
