酒店员工常用英语培训教材

珍珠岛高尔夫会所酒店英语培训教材Dandong Pearl-Island HotelHotel English training material目录第一章酒店根底英语 (1)第二章酒店前台英语 (7)第三章酒店礼宾英语 (17)第四章酒店商务中心英语 (23)第五章酒店总机英语 (26)第六章酒店客房英语 (28)第七章酒店餐饮英语 (34)第八章酒店收银英语 (42)第一章酒店根底英语●礼貌用语 Courtesy EnglishGood morning/afternoon/evening, Sir/Madam. 早上好/下午好/晚上好。

Nice to meet you. 很快乐见到你。

Welcome to our hotel. 欢送光临我们酒店。

Have a good time. 祝您在酒店过的愉快。

●用语 Telephone sentencesWait a moment, please. 对不起，请稍等。

Sorry, he is no in at the moment. 对不起，他暂时不在。

I beg your pardon? 对不起〔我没听清楚〕。

Could you speak a little slower, please？请您稍微讲慢一点。

●答谢用语 Thanks and answerThank you. 谢谢。

It’s very kind of you. 谢谢，您真客气。

You are welcome. 不用谢。

It is my pleasure. 非常乐意为您效劳。

I am at your service. 随时为您效劳。

That is all right. 没关系。

●征询语 ConsultCan I help you? / How many I help you? 我能为您做些什么？What is your suggestion? 您有什么意见或建议吗？Excuse me; may I have your name? 对不起，请问您怎么称呼？●指路 Asking and giving directionsThis way, please. 这边请。

酒店英语培训教材English:When working in a hotel, it is essential to have a good command of both spoken and written English.Chinese:在酒店工作时，良好的英语口语和书面表达能力至关重要。

English:Effective communication in English is crucial for providing excellent customer service, handling guest inquiries, and resolving any issues that may arise during a guest's stay.Chinese:有效的英语沟通对于提供优质的客户服务、处理客人的咨询并解决客人住宿期间可能出现的问题至关重要。

English:Furthermore, being able to communicate effectively in English can help hotel staff establish rapport with guests, build trust, and create a positive and memorable experience for guests.Chinese:此外，能够有效地用英语沟通可以帮助酒店员工与客人建立良好关系，建立信任，并为客人创造积极和难忘的体验。

English:English language training materials for hotel employees should cover a range of topics such as basic phrases, hotel amenities, check-in and check-out procedures, handling complaints, and providing recommendations for local attractions and dining options.Chinese:酒店员工的英语培训教材应涵盖各种主题，如基本短语、酒店设施、办理入住和退房手续、处理投诉，并为当地景点和餐饮场所提供建议。

饭店员工英语培训辅导材料酒店英语Hotel English第一部分公共知识The First Part The Public Knowledges一、饭店部门 Departments董事会directorate, board of directors 总经理办公室general manager’s office人事培训部 personnel and training department财务部finance department前厅部 front office客房部 housekeeping department餐饮部 food and beverage department工程部 engineering department保安部security department采购部purchasing department营销部 sales department旅行社 tourism agency department工会 trade union , labor union康乐部entertainment department二、从业人员Staffs董事长 board chairman副董事长 vice-board chairman总经理 general manager副总经理 vice-general manager总经理助理 assistant general manager经理 manager副经理 vice-manager大堂副理 assistant manager营销员 salesman/saleswoman主管 supervisor领班 captain文员 clerk行李员 bellman/bellboy话务员 operator秘书 secretary收帐员 cashier总工程师 chief engineer电脑工程师 computer engineer房务主管 head housekeeper楼层领班 floor supervisor公共区域领班 public area captain客房女服务员 housemaid/attendant男服务员 waiter餐厅女服务员 waitress厨师 chef行政总厨 executive chef餐厅主管 head waiter商场营业员 shop assistant驾驶员 driver洗衣工 laundry worker三、安徽饭店简介安徽饭店坐落于省会合肥市梅山中路18号，地处景色秀丽的西山风景区，北临清碧河塘，南眺繁华闹市，位距合肥骆岗机场9公里，火车站8公里，距省政府尚不足3公里，交通十分通捷。

酒店入职基础英语（ENGLISH BASIC COURSE FOR TRAINING NEW STAFFS）目录CONTENTS字母表------------------------------------------------------------------------------发音表------------------------------------------------------------------------------（元音、辅音、字母组合的读音、读音规则小结、辅间字母及其组合在单词中的读音规则、元音字母在非重读音节中的读音规则）PART TWO 酒店上岗英语公共部分词汇----------------------------------------------------------------------------------日常短词表达----------------------------------------------------------------------（时间、日期、季节、月份、节日、泉州旅游景点、基数词、序数词、天气预报）酒店常用场景句型PART THREE 常用英语前厅部------------------------------------------------------------------------------客房部------------------------------------------------------------------------------收银处------------------------------------------------------------------------------中餐厅------------------------------------------------------------------------------西餐厅------------------------------------------------------------------------------康乐部------------------------------------------------------------------------------PART ONE英语发音PronunciationPART TWO酒店上岗英语公共部分General一、词汇V ocabulary1、三/ 四星级酒店three / four-star hotel2、商务型酒店business hotel3、总经理办公室/总办general manager office / executive office4、餐饮部F&B food and beverage dept.5、康乐部recreation dept.6、人力资源部human resource dept.7、人事部personnel dept.8、客房部housekeeping dept.9、销售部sales dept.10、管家部public area dept. / p.a. dept.11、洗涤部laundry dept.12、前厅部front office dept.13、培训部training dept.14、电脑部computer dept.15、中餐厅Chinese Restaurant16、西餐厅Western Restaurant17、娱乐城recreation city18、财务部finance dept.19、收银处cashier’s desk20、工程部engineering dept.21、保安部security dept.22、商务中心business center23、商场shopping center24、鲜花店flower shop25、总台/ 接待/ 问询front / reception / information26、大堂休息处lobby lounge27、大堂lobby28、票务中心ticket service29、礼宾处/ 行李处bell service / concierge30、总机operator / switchboard31、服务中心service center32、楼层监控室floor monitor room33、美容室beauty salon34、医疗室clinic35、出租车/ 汽车服务处taxi service36、停车场parking lot37、车道passage38、走廊corridor39、屋顶花园酒吧roof garden bar40、保龄球馆bowling room41、室内游泳池indoor swimming pool42、桑拿浴（男、女宾）sauna(gentlemen / ladies)43、KTV KTV44、按摩（中式、泰式）massage (Chinese style , Thai style)45、网球场tennis court46、多功能厅multi-function hall47、会议室conference room48、会见室meeting room49、电梯elevator / lift50、总统套房presidential suite51、商务套房business suite52、豪华套房deluxe suite53、标准单/ 双人房standard single / double room54、豪华单/ 双人房deluxe single / double room55、总经理general manager56、副总经理vice general manager57、人力资源总监director of human resource dept.58、总经理助理assistant general manager59、部门经理manager60、副经理vice manager61、大堂副理assistant manager62、主任director63、领班supervisor / captain64、楼层服务员/ 生floor attendant / chamber maid / room boy65、行李生bell boy66、餐厅服务员waiter / waitress67、接线员telephone operator68、接待员receptionist69、收银员cashier70、维修人员repairman71、厨师chef72、旅游者tourist73、旅游散客independent traveler74、旅游团队tour group75、观光旅游sightseeing tour76、会议旅游convention tour77、度假旅游vacation tour78、旅行社travel service / travel agency79、导游tour guide80、旅游涉外饭店hotel catering to overseas tourists81、星级饭店star-rated hotel82、游览区sightseeing district83、游览点sightseeing spot84、旅游娱乐场所/点tourist recreational spot85、服务质量service quality二、日常短语表达式Useful Expressions时间表达：TIME一小时one hour / an hour 半小时half an hour 两个半小时two and a half hours 点钟o’clock四点钟four o’clock 一刻钟 a quarter分钟minute 五分钟five minutes 秒钟second 五十秒钟fifty seconds 七点零三分three past seven 7：03 seven oh three 九点四十五分fifteen to ten 九点四十五分 a quarter to ten 九点四十五分nine forty-five 八点半half past eight 8：30 eight thirty 上午a.m. 下午p.m.☆☆☆日期DA TES星期一Monday/Mon. 星期二Tuesday/Tue.星期三Wednesday/Wed. 星期四Thursday/Thu.星期五Friday/Fri. 星期六Saturday/Sat.星期天Sunday/Sun. 周未weekends天/日day 周/星期week世纪/百年century 黎明/拂晓dawn早晨/上午morning 中午noon下午afternoon 晚上evening晚上night 午夜midnight今天today 昨天yesterday前天the day before yesterday 明天tomorrow后天the day after 整天the whole day今晚tonight 昨晚last night整个晚上the whole night 上星期last week下星期next week 前一个星期the week before last后一个星期the week after next 上个月last month下个月next month 前一个月the month before last后一个月the month after next 今年this year去年last year 明年next year前年the year before last 后年the year after next☆☆☆季节、月份SEASONS & MONTHS春天spring 夏天summer秋天autumn / fall 冬天winter一月January / Jan. 二月February / Feb.三月March / Mar. 四月April / Apr..五月May 六月June / Jun.七月July / Jul. 八月August / Aug.九月September / Sept. 十月October / Oct.十一月November / Nov. 十二月December / Dec.☆☆☆节日FESTIV ALS & CELEBRA TIONS元旦New year’s Day (January 1st)春节Spring Festival / Chinese New Year元宵Lantern Festival (the 15th day of the first lunar month)三八国际劳动妇女节International Working Women’s Day (March 8th)植树节Arbor Day (March 12th)清明节Pure rightness Day (around April)五一国际劳动节International Labor Day (May 1st)五四青年节Chinese Youth Day (May 4th)六一国际儿童节International Children’s Day (June 1st)端午节Dragon-Boat Festival (the fifth day of the lunar month)八一建军节Army Day (August 1st)教师节Teacher’s Dar (September 10th)中秋节Mid-Autumn Festival / Moon Festival (the 15th day of 8th lunar month) 国庆节National Day (October 1st)平安夜Christmas Eve暑假Summer vacation圣诞节Christmas假日Holiday☆☆☆泉州旅游景点TOURIST ATTRACTIONS / SCENIC SPOTS闽南黄金海岸South Fujian Gold Coast古代海上丝绸之路Ancient Maritime Silk Route中国著名侨乡China’s famous hometown for overseas Chinese祖籍地ancestral place道教Taoism 佛教Buddhism 伊斯兰教Islam☆☆☆基数词、序数词CARDINAL NUMBERS & ORDINAL NUMBERS1 one2 two3 three4 four5 five6 six7 seven 8 eight9 nine 10 ten11 eleven 12 twelve13 thirteen 14 fourteen15 fifteen 16 sixteen17 seventeen 18 eighteen19 nineteen 20 twenty21 twenty-one 30 thirty32 thirty-two 40 forty43 forty-three 50 fifty54 fifty-four 60 sixty65 sixty-five 70 seventy76 seventy-six 80 eighty87 eighty-seven 90 ninety98 ninety-eight 100 one hundred106 one hundred and six 1000 one thousand9000 nine thousand 10000 ten thousand1000000 one million金额：元RMB￥/ yuan / Chinese dollar 分fen / cent五角fifty fen / fifty cents 美元U.S.﹩/ U.S. Dollar港币H.K.﹩/ H.K. Dollar一百六十八元四角七分one hundred and sixty-eight yuan and forty-seven cents五千三百四十九元five thousand three hundred and forty-nine yuan / Chinese dollars 八万九百元eighty thousand and nine hundred第一first / 1st第二second / 2nd第三third / 3rd第四fourth / 4th第五fifth / 5th第六sixth / 6th第七seventh / 7th第八eighth / 8th第九ninth / 9th第十tenth / 10th第十一eleventh / 11th第十二twelfth / 12th第十三thirteenth / 13th第十四fourteenth / 14th第十五fifteenth / 15th第十六sixteenth / 16th第十七seventeenth / 17th第十八eighteenth / 18th第十九nineteenth / 19th第二十twentieth / 20th第二十一twenty-first / 21st第三十thirtieth / 30th第三十二thirty-second / 32nd第四十四forty-fourth / 44th二楼the second floor 八楼the eighth floor☆☆☆天气预报WEA THER FORECAST天气预报weather forecast 北风north winds风力5至7级force 5-7 北风5至7级north winds of force 5-7雷阵雨thundershower 多云cloudy阴天的/阴沉的overcast 晴朗clear细雨drizzle 小雨light rain中雨moderate rain 大雨heavy rain暴雨downpour 多云转小雨/晴cloudy to drizzle阴转多云overcast to cloudy（每日）最高气温max. / daily maximum temperature（每日）最低气温min. / daily minimum temperature三、酒店常场景句型Sentences通用礼貌英语☆欢迎和问候语：1、早上（下午、晚上）好，先生（夫人）Good morning (afternoon , evening), sir2、您好！（初次见面）/您好（回答）How do you do ?3、很高兴见到您Glad / Nice to meet you . / Nice / Pleased to see you .4、很高兴再次见到您Nice to see you again . / I’m glad to see you again .5、您好吗？好的，谢谢，您呢？How are you ? Fine , thanks. And you ?6、欢迎到我们酒店/餐厅/楼层来Welcome to our hotel / restaurant / floor .7、愿您在我们酒店过得愉快We wish you a most pleasant stay in our hotel .8、希望您在酒店过得愉快（客刚入住）I hope you will enjoy your stay with us .9、希望您在酒店过得愉快（入住期间）I hope you are enjoying your stay with us .10、希望您在酒店过得愉快（客人离店）I hope you have enjoyed your stay with us .11、祝您过得愉快！（向客人告别时问候）Have a good time !☆祝贺语：12、生日快乐！Happy birthday ! 13、新年快乐！Happy New Year !14、圣诞快乐！Merry Christmas ! 15、节日快乐! Have a nice holiday !16、祝您成功! Wish you every success☆答谢和应答语：17、谢谢您（非常感谢）Thank you (very much)18、谢谢您的忠告（帮助）Thank you for your advice (help).19、不用谢You are welcome . / Not at all . / Don’t mention it ./ That’s all right.20、非常高兴为您服务It’s my pleasure ./ My pleasure / It’s a plea sure / With pleasure .21、乐意为您效劳I’m always at your service ./ I am at your service.22、感谢您在我们酒店下榻Thank you for staying in our hotel.☆道歉语：23、很抱歉/ 对不起I’m sorry ./ Sorry.24、对不起/ 请让一下Excuse me.25、我对此表示歉意I do apologize for this.26、对不起，那是我的过错I’m sorry . It’s my fault .27、抱歉，我们给您添了许多麻烦We apologize to you for having troubled you so much .28、对不起，打扰您了Sorry to disturb / interrupt you .29、对此表示抱歉I’m sorry about t his .30、对不起，让您久等了Sorry to have kept you waiting (so long).31、（道歉应答语）没关系/ 算了吧That’s all right ./ Let’s forget it .☆征询语32、需要帮忙吗？May / Can I help you ? / What can I do for you ?33、有什么能为您效劳的吗？Is there anything I can do for you ?34、还有别的什么事需要帮忙的吗？Is there anything else I can do for you ?35、请稍等一下Just a moment , please ./ Wait a moment , please.36、对不起，请讲慢一点Sorry , please speak slowly . Would you please speak more slowly?37、对不起，我没听懂您说的Sorry , I cannot catch you ./ I still don’t understand what you said .38、请再说一遍Please repeat ./ I beg your pardon ?☆提醒用语：39、请走好Mind / Watch your step , please .40、请当心Please be careful .41、请别遗忘物品Please don’t leave anything behind .42、别担心Don’t worry (about it) .43、您放心好了Take it easy .44、请不要在这里抽烟Please don’t smoke here .☆电话用语：45、报岗：绿晶大酒店/总台，您好，需要帮忙吗？Lvjing hotel / Reception desk, can I help you ?46、请讲/ 我就是，请讲。

学好英语让服务更上一层楼五星级酒店外语培训We believe that English will bring you to a totally new world我们相信英语将带您到一个全新的世界课程安排Part 1 酒店基本礼貌用语Part 2 前台服务Part 3 餐饮服务Part 4 客房服务Part 5 日常知识经典语句Part 1酒店基础礼貌服务用语1、礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎:—早上好，小姐/先生。

Good morning, madam/sir.—下午好，小姐/先生。

Good afternoon, madam/sir.—晚上好，小姐/先生。

Good evening, madam/sir.﹡客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。

—“很高兴再次见到您（欢迎再次光临），王先生。

“Nice to see/ meet you again, Mr. Wang.”或与客人互相寒暄：—“您今天好吗？”“How are you ( today)?”返回Part 1酒店基础礼貌服务用语—很好，谢谢您？I’m very well, /I’m fine, too.Thank you.※Useful Words and Expressions:1) Sir (先生) 2) Madam （女士、夫人）3) Miss(小姐) 4) Ms.(女士、小姐)5) the lady with you(和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to …8) How do you do? /How are you ?Part 1酒店基础礼貌服务用语2、What can I do for 主动向客人提供帮助:—我可以帮您吗？May I help you? you?﹡尽量为客人多做一点：—还有什么需要我帮您吗？Is there anything else I can do foryou ？※Useful Words and Expressions:1) May /Can I …?2) If you need my help , just call me please.酒店基础礼貌服务用语3 、记住一些能讨人喜欢的言词:—谢谢。

Standards TrainingFor()F LOOR SUPERVISORT ABLE OF C ONTENTSFloor supervisor/HousekeepingT OPIC P AGE #TRAINING CHECKLIST 1SECTION 1 - CORE STANDARDSCore Standards Defined 7Golden Rule 8Service Culture Standards 8Four Seasons Core Standards for Guest Room Initial Service 9Four Seasons Core Standards for Guest Room daily Service 11Four Seasons Core standards for Guest Room Evening Service 13Four Seasons Core standards for Housekeeping/Maintenance Request 15Four Seasons Core Standards for Problem Resolution 16SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19Sequence for Inspecting a Check-Out/ Vacant Room 20SECTION 3 - HOW TO’ＳHow To’s Defined23Do’s & Don’ts24How To’s for Inspecting a Check Out/Vacant Room25Additional Ho w To’ｓ32SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel FactsS TANDARDS T ESTT RAINING C HECKLISTfloor supervisorName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity to demonstrate your abilities. If at any time you are uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position.Task and Responsibilities Date Trainee Trainer Section 1 - Core StandardsCore Standards DefinedService Culture StandardsCore Standards for Guest Room Initial ConditionTask and Responsibilities Date Trainee Trainer Core Standards for Guest Room Daily ServiceCore Standards for Guest Room Evening ServiceCore Standards for Problem ResolutionSection 2 - Sequence of ServiceSequence of Service DefinedSequence of Service for Inspecting a Check out/Vacant RoomSection 3 - How To’ｓHow To’s DefinedDo’s and Don’tsHow To’s for Inspecting a Check-Out/Vacant RoomEnter the guest roomStart from entrance – move around the roomInspect the room for maintenanceInspect trash binsInspect bed making/under bedInspect dustingInspect night stand closest to bathroomClock radio – set alarm to 12pm/radio at 92.5Night set closest to desk:Telephone/notepad/pencil/Inspect for cleanlinessMove clockwise to inspectFurniture/check drawer linersLamps/bulb wattage is 100 watts/light switchesWindows/check plants in suitesSecond telephone (desk)Desk/chairsPictures (frames/glass)Armoire (top right drawer – turndown tray)Television/CDDrawers (Bottom left drawer – 2 laundry bags/dockets)Inspect closetShelvesWalls (Shoe horn, Clothes brushMirrorsHangers (7 male, 2 satin, 5 female)Safe – safe drawer(Bed spread Bag/shopping bag)Inspect Mini-barCoffee Maker/Kettle/Mugs/Amenity BoxIce Bucket/Glasses。

Standards TrainingFor更多资料在资料搜索网( ) 海量资料下载F LOOR SUPERVISORT ABLE OF C ONTENTSF LOOR SUPERVISOR/H OUSEKEEPINGT OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDSCore Standards Defined 7 Golden Rule 8 Service Culture Standards 8 Four Seasons Core Standards for Guest Room Initial Service 9 Four Seasons Core Standards for Guest Room daily Service 11 Four Seasons Core standards for Guest Room Evening Service 13 Four Seasons Core standards for Housekeeping/Maintenance Request 15 Four Seasons Core Standards for Problem Resolution 16 SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’SHow To’s Defined23 Do’s & Don’ts24 How To’s for Inspecting a Check Out/Vacant Room25 Additional How To’s32 SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel Facts9.Standards TestT RAINING C HECKLISTFLOOR SUPERVISORName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity to demonstrate your abilities. If at any time you are uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position.( )Trainer Comments: Trainee Comments:I agree that I have been taught all of the items listed on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee Signature DateTrainer Signature DateManager Signature DateS ECTION 1C ORE S TANDARDSC ORE S TANDARDSD EFINEDOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All guests will receive these service Core Standards, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) Core Standards of Guest Service are non-negotiable.c) The only person who can change our Core Standards of Guest Service is the guest- not the manager, or any employee.d) The Core Standards of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of these Core Standards of Guest Service is necessary for oursuccess and must be achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) Core Standards of Guest Service are written to ensure that we consistently meet theguest’s needs, and not the employee’s needs.c) If you have a better way to meet ou r guests’ needs, you can change a Core Standardof Guest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.When each employee consistently works by the Golden Rule, a foundation is set to successfullyaccomplish all Service Culture and Core Standards.G OLDEN R ULEIn all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others as we would have them deal with us.S ERVICE C ULTURE S TANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsS MILE Employees will actively greet guests, SMILE, and speak clearly ina friendly manner.E YE Employees will make EYE contact, even in passing, with anacknowledgement.R ECOGNITION All staff will create a sense of RECOGNITION by using the guest'sname, when known, in a natural and discreet manner.V OICE Staff will speak to guests in an attentive, natural and courteousmanner, avoiding pretension and in a clear VOICE.I NFORMED All guest contact staff will be well INFORMED about their hotel,their product, will take ownership of simple requests, and not referguests elsewhere.C LEAN Staff will always appear CLEAN, crisp, well groomed and wellfitted.E VERYONE EVERYONE, everywhere, all the time show their care to ourguests.F OUR S EASONS C ORE S TANDARDSFOR GUEST ROOM I NITIAL CONDITIONMission: To create a sense of welcome, comfort and outstanding hygiene1. The guest room door will be free of scuffs, marks and nicks2. Door locks will function smoothly, and will be in excellent condition3. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5. Furniture will be in very good condition, free of visible wear, and will be completely free ofdebris and stain6. Windows and glass doors will be completely clean inside, including sills and frames7. Windows and glass doors will operate smoothly and easily, and lock securely8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust9. All shelves and drawers throughout the room will be completely free of dust and debris10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2on double beds)11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever12. Entire room is fresh and odor-free and gives an impression of good ventilation13. Temperature controls are simple to use and have quick effectiveness in changing roomtemperature14. Room collateral will include Four Seasons directory, Guest Services directory, gueststationery, jogging map, guest questionnaire and room service menu, all in excellentcondition15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided16. Periodicals will include at least Four Seasons (Regent) magazine and a popular localmagazine, all current issues and in excellent condition17. Televisions and radios will be in good, clean condition, function conveniently (includingremotes), and TV channel directory will be prominently available18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19. Mirrors throughout the room will be spotlessly clean, and in excellent repair20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22. Drains will function smoothly and drain quickly23. Taps will function smoothly and provide for firm water pressure in all fixtures24. Grout and caulk will be in excellent repair, and will not show any discoloration25. Lighted shaving mirrors will be installed in each bathroom, and general bathroomillumination will be superior for make-up purposes26. The bathroom amenities will be invitingly and conveniently displayed27. A night light or under-counter vanity light will be provided in all bathrooms. All rooms willhave a CD player, with additional CDs available through the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:F OUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at whichtime, a phone call will be placed to the r oom by a supervisor to determine the guest’s needs;if the phone is not answered, the room will be serviced.8. The room’s furnishings will be returned to their original position. Hotel sponsoredcollateral, if moved by the guest, will be neatly arranged where the guest has placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plainview; guest’s personal papers will not be disturbed in any way11. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust; ashtrays emptied13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever, with fresh sheeting daily14. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired for shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7:Recognizes a guest’s right to priv acy, and addresses the problem of guests inadvertently using their DND while facilitating an opportunity for service.Standards 8 & 17: Allow us to return the room to impeccable condition with each re-make without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition.FOUR SEASONS CORE STANDARDSGUEST ROOM EVENING SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8. The rooms furnishings will be returned to their original position. Hotel sponsored collateral,if moved by the guest, will be neatly arranged where the guest placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plainview; guest personal papers will not be disturbed in any way11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf orcabinet12. Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room,if separate)13. Clock angled to face the bed; TV remote and TV directory placed bedside14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form,shoeshine bag, and newspaper card15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired on shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18. Turndown service will be available to begin within ten minutes after guest specifically callsfor serviceWhyStandard 7: Recognizes a guest’s right to privacy (and addresses the problem of guests inadvertently using their DND) while facilitating an opportunity for service.Standards 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionH OUSEKEEPING &M AINTENANCE R EQUESTMission: To provide responsive and immediate service1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner4. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment6. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8. Staff will always appear clean, crisp, polished, and well fitted9. Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10. Items will be conveniently presented and set up - any item requiring plug-in will be set up(or offered)11. All items will be presented attractively and thoughtfully, not simply handed loosely toguests12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bouta convenient time to make the repair, and complete the repair in a timely manner.13. A specially printed note card will be placed in the room advising that the repair has occurred,if the guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest useStandard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.) Standard 13: Should include the name of the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.PROBLEM RESOLUTIONMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. During hectic or busy periods in the lobby, when more than four guests are waiting at theconcierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4. In the event of a specific complaint, the employee receiving it will listen carefully,sympathetically, apologize and advise the guest what actions will be taken, and when5. If a problem involves a response by others employees, all details will be carefully relayed,so that it is never necessary for the guest to repeat himself6. Managers are involved in each complaint to ensure satisfaction and completion.7. If a room is not ready for an arriving guest, they will be advised accurately of the estimatedtime8. In room-not-ready situations, guests may be offered a pager or local-only cell phone toadvise them when it becomes ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published check-in time, they willbe escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10. If a room is not ready for a guest arriving AFTER the published check-in time, they will beoffered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. The escorting staff will communicate directly with the server.11. If guests experience food quality problem, the offending dish will be immediatelysubstituted, and there will be no cost for the item12. All guests who have experienced any kind of serious problem will receive a note of apologyand/or a telephone call from the highest level manager available, with specific reference to the situation13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner14. Staff will create a sense of recognition by using the guest’s name, when known, in a naturaland discreet manner15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16. Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem.All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1. Listen Actively2. Empathize3. Ask Questions4. Offer Solutions5. Follow-up with fellow employees and the guest6. Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem.Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse.Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease and convey the sense "we are happy to see you and we have been expecting you". Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.S ECTION 2S EQUENCE OF S ERVICES EQUENCE OF S ERVICE D EFINEDOur working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The Sequence of Service is non-negotiable.c) The only person who can change the Sequence of Service is the guest - not themanager, or any employee.d) The Sequence of Service is based on the concept and the goals of the Department,the Hotel and the Company.e) Implementation of Sequence of Service is necessary for our success, and must beachieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A Sequence of Service is written to ensure that we consistently meet the guest’sneeds, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a Sequence ofService by presenting your idea to your manager. If the change is approved, allemployees will be informed of the change.S EQUENCE OF S ERVICEF OR INSPECTING A CHECK-OUT/VACANT ROOMS ECTION 3 H OW T O’ST HE H OW T O’S D EFINEDOur working definition of How To’s of Guest Service is the specific method for completing every task in each department. All guests will receive this level of job performance, regardless of: ▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The How To’s of Guest Service are non-negotiable.c) The only person who can change the How To’s of Guest Service is the guest - notthe manager, or any employee.d) The How To’s of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of How To’s of Guest Service is necessary for our success and mustbe achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A How To’s of Guest Service is written to ensure that we consistently meet theguest’s needs, and not the employee’s needs.b) If you have a better way to meet our guests’ needs, you can change a How To’s ofGuest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.HOUSEKEEPINGDo’s & Don’ts[Change these based on department. Reinforce first impression and Service Culture Standards] Do’s1.Smile at the guest – it makes a lasting impression.e the guest’s name – this gives a sense of belonging and recognition.3.Give your undivided attention to each guest.4.Have a positive attitude – even in difficult situations.5.Work efficiently and professionally.6.Anticipate guest’s needs.e proper verbiage and descriptive words.municate with team members when you need assistance.9.Take ownership of guest requests and complaints.10.Always be neatly presented and comply with grooming guidelines.Don’tsSay “NO.” 更多资料在资料搜索网( ) 海量资料下载1.2.Ignore guests when you are on the telephone – acknowledge them with a smile and eyecontact.3.Argue with a guest.4.Be pretentious when talking to a guest – be natural but courteous.5.Congregate in groups talking.6.Move slowly – it looks terrible.7.Ever say “that’s not my job” – give the guest the impression that you care and will assistthem.e to work with a poor attitude – guests will notice it and your co-workers hate it.9.Ignore instructions from your supervisors/managers.H OW TO’SNote:•All of the items that are bolded under a TASK are Core Standards.•All the phrases that are in italics are recommended phrases to use.INSPECTING A CHECK-OUT/VACANT ROOMTASK 1.ENTER THE GUEST ROOMa)When entering a room, follow the steps below:•Knock on the door or ring doorbell•Wait six seconds for response•Knock or ring doorbell again•If no response, insert key•Open door six inches/six centimeters•Place head inside the door.•Announce yourself, “Housekeeping, Good morning”•If no response, open door and enter room, place door sign on front door. Close door behind you.•If guest responds, enquire of another service time.•Pl ace the “We Are Servicing Your Room” sign on door knob.•Enter room•If guest is present once you enter the room, apologize for disturbance and offer enquire of another service timeb)Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do notaccess the roomc)Door locks will function smoothly, and will be in excellent condition.d)Staff will actively greet guests, smile, make eye contact and speak in clearly, in afriendly manner.e)Staff will always appear clean, crisp, polished and well fitted.f)Staff will speak to guests in attentive, natural and courteous manner, avoidingpretensiong)In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, atwhich time a phone call will be placed to the room by a supervisor to determine guest’s needs; if the phone is not answered, the room will be serviced.TASK 2.START FROM ENTRANCE - MOVE AROUND THE ROOMa)Inspect the door•Frame, threshold, peephole, hinges•Fresh DND sign on doorknob•Lights – Ceiling light and mini-bar activated by switch•Safety directions with frame free of dust•Door bolt clear of scuff marks (interior & exterior)•Dead bolt is working properlyb)The guest room door will be free of scuffs, marks and nicksc)Door locks will function smoothly, and will be in excellent condition.d)Walls, woodwork and ceilings will be in very good condition, free of nicks, marks andsoil.e)Test air conditioning on high and check if the fan does not make any excessive noise Thethermostat on the air conditioner should be set correctlyf). Temperature controls are simple to use and have quick effectiveness in changingroom temperatureg)Check for room smells of odors, including cigarettes or cigars, spray with air freshener orcall Housekeeping for the ozone machine. Open windows to air, if applicableh)Entire room is fresh and odor-free and gives an impression of good ventilationTASK 3.INSPECT ROOM FOR MAINTENANCEa)Check the following items before inspecting the room:•Turn on all lights, check for blown bulbs etc.•Turn on television and radio to see if clear picture and sound.•Check all telephone lines in rooms that they are in working condition.•Turn on air-conditioning and check all speeds – (check temperature).The thermostat on the air conditioner should be set correctly•Open all curtains and check for tears, rips or stains.•Check appearance of bathroom - check for mould•Check shower nozzle•Flush toilet - check•Open wardrobe doors – check•Check that safe is open.。