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1、內(nèi)部資料內(nèi)部資料直接凍黃G堿性玫瑰精堿性嫩黃OHousekeepingThe ABCs ofWelcome to Three Steps in the training process 培訓(xùn)的三大部分Introduction of the ABCs Housekeeping Process 介紹管家部客房介紹管家部客房ABC的工程流程的工程流程Demonstration of the ABCs of Housekeeping Process 實際演練管家部客房實際演練管家部客房ABC的工程流程的工程流程Three Forms to Implement the ABCs of Housekeep2、ing 實施管家部客房實施管家部客房ABC的三個表格的三個表格 Objectives 培訓(xùn)目標(biāo)培訓(xùn)目標(biāo)State the top three drivers of guest satisfaction 清楚影響客人滿意度的三大因素清楚影響客人滿意度的三大因素State the top four drivers of guest DIS-satisfaction清楚四種重大的清潔過失清楚四種重大的清潔過失Understand why we use the“CODE”理理解掌握如何對員工進(jìn)行培訓(xùn)的方法解掌握如何對員工進(jìn)行培訓(xùn)的方法Understand how to give effective f3、eedback 理解掌握如何進(jìn)行有效的反饋理解掌握如何進(jìn)行有效的反饋What good learners do 好的員工是如何進(jìn)行學(xué)習(xí)的What good trainers do 好的訓(xùn)導(dǎo)師是如何進(jìn)行培訓(xùn)的 Whats ABCs of housekeeping?什么是客房部ABCs？撤走臟的布草撤走臟的布草 床床 噴灑清潔劑噴灑清潔劑 抹塵抹塵 清潔浴室清潔浴室最后清潔臥室最后清潔臥室ABC will reduce variability of a core process ABC可減少操作程序改變的機率可減少操作程序改變的機率.ABC identifies potential areas o4、f improvement ABC可顯示出潛在的可供改進(jìn)可顯示出潛在的可供改進(jìn)的方面的方面.ABC will speed up Transfer of Innovation within the Division.We would prefer to implement a proven process,rather than create a new one ABC 加速了部門變革運轉(zhuǎn)加速了部門變革運轉(zhuǎn).相對于建立一個新的工作程序，我們喜歡執(zhí)行一個程序相對于建立一個新的工作程序，我們喜歡執(zhí)行一個程序.ABC will enhance the consistency of quality AB5、C可提高質(zhì)量的持續(xù)性可提高質(zhì)量的持續(xù)性ABC will help us for quick implementation into newly opened properties ABC 可以幫我們快速的執(zhí)行到新的酒店里可以幫我們快速的執(zhí)行到新的酒店里.ABC has very well structured training program ABC有很具指導(dǎo)性的培訓(xùn)計劃有很具指導(dǎo)性的培訓(xùn)計劃.ABC has systematic inspection forms and audit sheets in order to ensure consistency of supervision 為了6、確保監(jiān)督的持續(xù)性，為了確保監(jiān)督的持續(xù)性，ABC有系統(tǒng)的檢查表格和有系統(tǒng)的檢查表格和統(tǒng)計表統(tǒng)計表.ABCs of HousekeepingAdvantages for the division?優(yōu)點優(yōu)點?Drivers of Guest Satisfaction影響影響客人滿意度的因素客人滿意度的因素Source:2000JD Power&Associates Domestic Hotel Guest Satisfaction Study-Upscale Segment38%3%26%10%3%20%Departure離店離店Overall Hotel Cleanliness&Maintenan7、ce酒店總體清潔及保養(yǎng)酒店總體清潔及保養(yǎng)Hotel Services酒店服務(wù)酒店服務(wù)Food&Beverage餐飲餐飲Arrival Process抵店過程抵店過程Guest Room&Bath客房及浴室客房及浴室Top 10 FactorsIntent to stay影響客人逗留的十大因素影響客人逗留的十大因素Source:Penn,Schoen&Berland Associates,Inc.1999 Research StudyCleanliness清潔ComfortableRooms客房舒適度CustomerService服務(wù)Reputationof Hotel酒店聲譽Qualityof8、 Hotel酒店質(zhì)量Price價格RoomAmenities客用品Recommendations推薦BusinessAmenities商務(wù)客人客用品FrequentGuestProgram常客計劃1.ABC of HSKP is not adapted to the new BP-Green Room Program.客房部的客房部的ABC，不適用于新的，不適用于新的BP 綠色客房計劃綠色客房計劃2.ABC tracks room attendants performance with systematic approach using specific tools such as“Short9、&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用系統(tǒng)的工具（例如快速查房表格和細(xì)化查房表格）追蹤客房服務(wù)員的成績，有用系統(tǒng)的10、工具（例如快速查房表格和細(xì)化查房表格）追蹤客房服務(wù)員的成績，有助于確保成績跟蹤的連貫性助于確保成績跟蹤的連貫性.通過這個計劃，還提供了進(jìn)一步培訓(xùn)和發(fā)展的空間。我們通過這個計劃，還提供了進(jìn)一步培訓(xùn)和發(fā)展的空間。我們建議將這些工具與獎勵計劃結(jié)合使用的檢查結(jié)果作為一個輔助手段；如果沒有，那么建議將這些工具與獎勵計劃結(jié)合使用的檢查結(jié)果作為一個輔助手段；如果沒有，那么請記得獎勵員工好的行為。激勵計劃可以自由選擇。請記得獎勵員工好的行為。激勵計劃可以自由選擇。3.ABC is based on 1 maid cleaning 1 room.Some hotels use a“buddy system”wi11、th two room attendants cleaning in each room.ABC 是基于一個服務(wù)員清潔一個房間設(shè)立的是基于一個服務(wù)員清潔一個房間設(shè)立的.一些酒店采用一些酒店采用“伙伴系統(tǒng)伙伴系統(tǒng)”，房間是由，房間是由2個服務(wù)員合作完成。個服務(wù)員合作完成。ABCs of HousekeepingDoing Ordinary things 日常工作日常工作Operational Excellence運作優(yōu)點運作優(yōu)點Caring關(guān) 愛Revenues收收 入入In extra-ordinary waysCleanRoomsConsistency&Quality連貫性和清潔質(zhì)量連貫性和12、清潔質(zhì)量Employee Research員工調(diào)查員工調(diào)查Existing Process現(xiàn)有工作程序現(xiàn)有工作程序Existing Sequence現(xiàn)有順序現(xiàn)有順序Timing定時定時Result:Source:Internal Sheraton Cleanliness Study conducted in 1997結(jié)果結(jié)果:Employee Research員工調(diào)查員工調(diào)查Existing Process現(xiàn)有工作程序現(xiàn)有工作程序Existing Sequence現(xiàn)有順序現(xiàn)有順序Timing定時定時Result:Source:Internal Sheraton Cleanliness Stud13、y conducted in 1997結(jié)果結(jié)果:Action:行動行動Develop a Systematic approach to Room Cleanliness開發(fā)一套房間清潔系統(tǒng)的方法開發(fā)一套房間清潔系統(tǒng)的方法ABCs of Housekeeping ProcessProvide Consistency&quality確保連貫性和清潔質(zhì)量確保連貫性和清潔質(zhì)量Save your time節(jié)省時間節(jié)省時間Save your trips to the cart&back to the room省去了來回奔走于工作車和房間的次數(shù)省去了來回奔走于工作車和房間的次數(shù)Save re-cleanin14、g efforts避免了重復(fù)清潔避免了重復(fù)清潔Enhance Guest Satisfaction可提高客人滿意度可提高客人滿意度The process was designed by experts in the field to:此工作程序是由該領(lǐng)域?qū)＜以O(shè)計開發(fā)的：Four Deadly Sins四種重大的清潔過失Hair in the Bed Linen床上有毛發(fā)床上有毛發(fā)Garbage or Debris in the Room房間內(nèi)有垃圾或碎屑房間內(nèi)有垃圾或碎屑Hair in the Bathroom浴室有毛發(fā)浴室有毛發(fā)Mold on the Tiles瓷磚上有霉變瓷磚上有霉變The15、 Starwood Cleanliness study revealed that,according to our guests,there are Four Serious Cleanliness Issues:喜達(dá)屋清潔研究表明，在客人眼中,有四種重大的清潔過失：Source:Internal Sheraton Cleanliness Study conducted in 1997床床上上有有毛毛發(fā)發(fā)房房間間內(nèi)內(nèi)有有垃垃圾圾或或碎碎屑屑浴浴室室有有毛毛發(fā)發(fā)瓷瓷磚磚上上有有霉霉變變If any of these four deadly sins are encountered by our16、 customers,they expect action!如果以上4個清潔上的致命過失被我們的客人遇到，他們就會投訴。Four Deadly Sins四種重大的清潔過失四種重大的清潔過失床上毛發(fā)房間垃圾浴室毛發(fā)瓷磚霉變不說什么通知服務(wù)員清潔換房退房Guest Expectations of Hotel客人期望的酒店客人期望的酒店Clean&Correct within 15 minutes 15分鐘內(nèi)清潔完房間分鐘內(nèi)清潔完房間Change rooms 換房換房Upgrade 客房升級客房升級Gift Certificate 送禮物送禮物Free dinner 免費餐免費餐Refund or 17、discount 退款或打折退款或打折If any of these four deadly sins are encountered by our customers,they expect action!如果以上4個清潔上的重大過失被我們的客人遇到，他們就會投訴。Direct Impact 直接影響直接影響 In addition to the financial impact caused by rebates and re-cleaning efforts the impact is felt on guest loyalty through打折和重復(fù)清潔不僅造成經(jīng)濟(jì)上的損失，更會影響18、客人對酒店的忠誠度打折和重復(fù)清潔不僅造成經(jīng)濟(jì)上的損失，更會影響客人對酒店的忠誠度 Consistency&Quality連貫性和清潔質(zhì)量Increase in LRA Scores增加LRA分?jǐn)?shù)Increase in GSI Scores 增加GSI分?jǐn)?shù) The ABCs Manual Learning Styles Inventory不同人的學(xué)習(xí)風(fēng)格不同人的學(xué)習(xí)風(fēng)格 Adult Learning 成年人學(xué)習(xí)成年人學(xué)習(xí) The Learning Pyramid 學(xué)習(xí)記憶的金字塔 講座講座5%閱讀閱讀視聽設(shè)備視聽設(shè)備10%20%演示演示討論討論實際操作實際操作30%50%75%80%培訓(xùn)他人培訓(xùn)19、他人/立即操作立即操作 The CODE 培訓(xùn)員工的方法培訓(xùn)員工的方法E Explain 講解講解D Demonstration 演示演示O Observe 觀察觀察C Coach 指導(dǎo)指導(dǎo) Explain 講解講解Prepare The Employee 告訴員工你要講什么告訴員工你要講什么 -Define Purpose,Objectives&Standards 介紹培訓(xùn)目的、目標(biāo)及標(biāo)準(zhǔn)介紹培訓(xùn)目的、目標(biāo)及標(biāo)準(zhǔn) -Identify WIIFM 指出為什么要進(jìn)行培訓(xùn)，培訓(xùn)的好處指出為什么要進(jìn)行培訓(xùn)，培訓(xùn)的好處Give An Overview 概述主要內(nèi)容概述主要內(nèi)容Break The Who20、le Into Parts 化整為零化整為零Step-By-Step 循序漸進(jìn)循序漸進(jìn)Easier Parts First,Then More Difficult 先易后難先易后難 Demonstrate 演示演示In Clear View 確保每位員工都可以看到確保每位員工都可以看到Do It For Them 演示演示Show&Tell 邊做邊講解邊做邊講解Recap The Key Points 回顧要點回顧要點Ask Open Ended Questions 問具體問題問具體問題Demonstrate Again 再次演示，加強記憶再次演示，加強記憶 Observe 觀察觀察Let T21、he Trainee Do The Whole Job 讓員工操作整個工作過程讓員工操作整個工作過程Provide Assistance,Only If Necessary 只有必要時才提供幫助只有必要時才提供幫助Let Them Make A Mistake 允許員工犯錯誤允許員工犯錯誤Have The Employee Teach You 讓員工教你讓員工教你 Coach 指導(dǎo)指導(dǎo)Tell Them How They Did 告訴員工他們做的怎么樣告訴員工他們做的怎么樣Redirect Them On Any Parts They Performed Incorrectly 對于不正確的環(huán)22、節(jié)再進(jìn)行指導(dǎo)對于不正確的環(huán)節(jié)再進(jìn)行指導(dǎo)Give Effective Feedback 進(jìn)行有效的反饋進(jìn)行有效的反饋Let Them Practice 讓員工進(jìn)行練習(xí)讓員工進(jìn)行練習(xí) Feedback 反饋反饋Positive好的方面What哪些方面Why為什么For Improvement有待提高的方面What 哪些方面Alternative其它方法Why為什么 Recap讓我們回顧一下所學(xué)的內(nèi)容讓我們回顧一下所學(xué)的內(nèi)容The top three drivers of guest satisfaction 影響客人滿意度的三大因素影響客人滿意度的三大因素 -Guest Rooms&Bath 客房23、及浴室客房及浴室 -Overall Cleanliness 總體清潔總體清潔 -Arrival Process 抵店過程抵店過程The Four Deadly Sins 四種重大的清潔過失四種重大的清潔過失What does the“CODE”stand for?培訓(xùn)員工的方法？培訓(xùn)員工的方法？How to give effective feedback?如何進(jìn)行有效的反饋？如何進(jìn)行有效的反饋？Objectives 培訓(xùn)目標(biāo)培訓(xùn)目標(biāo)Commit to the ABCs process and training plan 掌握掌握ABC的清潔程序及培訓(xùn)計劃的清潔程序及培訓(xùn)計劃Identify a24、nd remove barriers to individual and team success 認(rèn)識并克服在實施認(rèn)識并克服在實施ABC過程中會出現(xiàn)的障礙過程中會出現(xiàn)的障礙Support your teams on going commitment and buy-in 贏得員工的承諾與支持贏得員工的承諾與支持Cleaning PathThe ABCs of Housekeeping 客房清潔程序客房清潔程序B Bed 床床C Cleaning Chemicals 噴灑清潔劑噴灑清潔劑E Everything in the Bathroom 清潔浴室清潔浴室D Dusting 抹塵抹塵A A25、way with the old 撤走臟的布草撤走臟的布草F Finish the Bedroom 最后清潔臥室最后清潔臥室 Three Inspection Forms 三種檢查表格三種檢查表格 What some possible barriers might be to implementation?在推動ABC過程中可能會出現(xiàn)哪些障礙？Commitment&Buy-In贏得員工的承諾與支持贏得員工的承諾與支持Share 分享信息分享信息Describe 表述影響表述影響Involve 員工參與員工參與Inform Of Change 立即通知變化立即通知變化Recognize Success 認(rèn)可成功認(rèn)可成功Tools 提供工具提供工具 Hotel Training Plan 培訓(xùn)計劃培訓(xùn)計劃All Room Attendants 所有樓層員工Train 2 Room Attendants at a time 一次只能培訓(xùn)兩名員工Reduced workload while Learning 剛培訓(xùn)時減少做房數(shù)量 The The ABCs ABCs Of OfHousekeeping Housekeeping Lets make it happen!讓我們開始行動吧！讓我們開始行動吧！