Starwood-The-ABC-of-housekeeping-房务部ABC操作规范.ppt

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,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 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,Whats,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.W,e would prefer to implement a proven process,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 systematic 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 Segment,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,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,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,ABC tracks room 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&further 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 cleaning 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 Sequence,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 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 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,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 Inventory,不同人的学习风格,Adult Learning,成年人学习,The Learning Pyramid,学习记忆的金字塔,讲座,5%,阅读,视听设备,10,%,20,%,演示,讨论,实际操作,30,%,50,%,75,%,80,%,培训他人,/,立即操作,The CODE,培训员工的方法,E,Explain,讲解,D,Demonstration,演示,O,Observe,观察,C,Coach,指导,Explain,讲解,Prepare The Employee,告诉员工你要讲什么,-Define Purpose,Objectives&Standards,介绍培训目的、目标及标准,-Identify WIIFM,指出为什么要进行培训，培训的好处,Give An Overview,概述主要内容,Break The Whole Into Parts,化整为零,Step-By-Step,循序渐进,Easier Parts First,Then More Difficult,先易后难,Demonstrate,演示,In Clear View,确保每位员工都可以看到,Do It For Them,演示,Show&Tell,边做边讲解,Recap The Key Points,回顾要点,Ask Open Ended Questions,问具体问题,Demonstrate Again,再次演示，加强记忆,Observe,观察,Let The Trainee Do The Whole Job,让员工操作整个工作过程,Provide Assistance,Only If Necessary,只有必要时才提供帮助,Let Them Make A Mistake,允许员工犯错误,Have The Employee Teach You,让员工教你,Coach,指导,Tell Them How They Did,告诉员工他们做的怎么样,Redirect Them On Any Parts They Performed Incorrectly,对于不正确的环节再进行指导,Give Effective Feedback,进行有效的反馈,Let Them Practice,让员工进行练习,Feedback,反馈,Positive,好的方面,What,哪些方面,Why,为什么,For Improvement,有待提高的方面,What,哪些方面,Alternative,其它方法,Why,为什么,Recap,让我们回顾一下所学的内容,The top three drivers of guest satisfaction,影响客人满意度的三大因素,-Guest Rooms&Bath,客房及浴室,-Overall Cleanliness,总体清洁,-Arrival Process,抵店过程,The Four Deadly Sins,四种重大的清洁过失,What does the“CODE”stand for?,培训员工的方法？,How to give effective feedback?,如何进行有效的反馈？,Objectives,培训目标,Commit to the,ABCs,process and training plan,掌握,ABC,的清洁程序及培训计划,Identify and remove barriers to individual and team success,认识并克服在实施,ABC,过程中会出现的障碍,Support your,teams,on going commitment and buy-in,赢得员工的承诺与支持,Cleaning Path,The,ABCs,of Housekeeping,客房清洁程序,B,Bed,床,C,Cleaning Chemicals,喷洒清洁剂,E,Everything in the Bathroom,清洁浴室,D,Dusting,抹尘,A,Away with the old,撤走脏的布草,F,Finish the Bedroom,最后清洁卧室,Three Inspection Forms,三种检查表格,What some possible barriers might be to,i,mplementation?,在推动,ABC,过程中可能会出现哪些障碍？,Commitment&Buy-In,赢得员工的承诺与支持,Share,分享信息,Describe,表述影响,Involve,员工参与,Inform Of Change,立即通知变化,Recognize Success,认可成功,Tools,提供工具,Hotel Training Plan,培训计划,All Room Attendants,所有楼层员工,Train 2 Room Attendants at a time,一次只能培训两名员工,Reduced workload while Learning,刚培训时减少做房数量,The,ABCs,Of,Housekeeping,Lets,make it happen!,让我们开始行动吧！,