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Astatementdescribingtherequiredproductorserviceagainstwhichactualperformancecanbemeasured.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,s