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 Characteris
2、tics 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陈述，其实
3、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 standard. It has
4、 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 Standards differ
5、entiate 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, behave “服务”标准所体现的是
6、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 promptly, and served wi
7、thin 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 establishes exactly the
8、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 with ribbed trouser bar (8
9、) 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 operating standards refer t
10、o 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 monitoring 为食品加工设定的餐饮节能目标并进行监督Hou
11、sekeeping - 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 rooms checklist after they are ma
12、de 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 purchasing specifications不涉及内部设计，建筑或
13、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 并不包括每个酒店出现的所有情形/环境May be further develo
14、ped 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
15、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 reviews/propose 标准委员会审阅 / 提议Service, Product, Facilities, Life Safety teams 服务, 产品,设施及安全队伍Competition Surveys 竞争者调查Hotel competitors, restaurants, airli
16、nes and other service businesses 酒店同行，餐厅，航空公司及其他服务性业务Staff involvement and feedback 员工参与与反馈Richey Reports 集思广益Focus groups, brainstorming 关注团队，头脑风暴action planning groups 行动计划组Customer Feedback 客人反馈Marketing and consumer research, comment cards, customer Perception Survey, guest focus groups 市场与顾客调查，
17、意见卡，顾客期望调查，关注顾客小组,BRAND SERVICE AND PRODUCT STANDARDS 品牌标准及服务标准,Accounting 财务部 Bar & Lounge 酒吧与大堂吧 Business Centre 商务中心 Conference & Banqueting 宴会部 Engineering 工程部 Fine Dining 正餐餐厅 Fitness 健身中心 Front Office 前厅部 Guest Relations 客户关系 Housekeeping 客房部 Informal Restaurant 休闲餐厅 Kitchen & Stewarding 厨房与管事
18、部,Laundry & Dry Cleaning 洗衣房 Management Information Systems 信息管理系统部 Mini Bars 迷你吧 Public Relations 公共关系 Personnel 人事部 Room Service 送餐部 Sales 销售部 Security 保安部 Telephones 总机 Training 培训部 Uniformed Services 工装组,STEPS IN SETTING HOTEL STANDARDS 设定酒店标准的步骤,Departmental Standard Issued 部门标准颁布Training comme
19、nces 实施培训Standards approved by Executive Committee and General Manager 由总经理和行政委员会批准标准Department Head reviews Standards 部门经理审阅标准Brand Standards reviewed against local expectations 根据本地客户的期望来审阅品牌标准Competition Surveys 竞争者调查Other departments, hotel competitors,service businesses 其他部门，酒店业竞争者，其他服务性业务Staff
20、 involvement and feedback 员工参与与反馈Focus groups, brainstorming,observation, staff surveys 集思广益，头脑风暴，观察，员工意见调查Customer feedback 顾客反馈 Received Comment Cards,Customer Perception Surveys 收到的意见卡，顾客期望调查Brand Standards are received from Corporate Office 从区域总部收到品牌标准,EXAMPLE SERVICE STANDARD & DEPARTMENT STAND
21、ARD OF PERFORMANCE 服务标准及部门标准实例,“Guests names will be used at all times during all interactions in person or on the telephone“ 面对客人或通过电话与客人交流时，应当始终称呼客人的姓名,Task 14 - Knocking on Guest Door 任务14 - 敲客房门Task 17 - Entering a Guest Room 任务17 - 进入客房Task 18 - Using Telephone 任务18 - 使用电话Task 20 - Answering Te
22、lephone 任务20 接听电话Task 68 - Guest Contact 任务68 联系客人,Department Standard of Performance Training Manual部门服务标准培训手册,EXAMPLE TASK BREAKDOWN任务分解实例 Position 职位: House Attendant 客房部服务员 Task 任务: Cleaning entrance and pavements/sidewalks 清扫入口处及过道,CHARACTERISTICS OF A WELL-WRITTEN STANDARD 准确书写标准的特点,Easily und
23、erstood 易懂 Describe detailed interpersonal behaviours 描述人际间的细节行为 Indicate completeness 说明完整 Can be achieved consistently 可以持续达到 Address timeliness as it relates to customer expectations 因为与客人的期望相关，强调时间性 Meet or exceed customer expectations 达到或超越客人的期望 Include action verbs (hear, see, feel, taste, etc
24、.) 包含行为动词（听，看，感觉，品尝等等） Answers the question, “How do I know when Ive done it correctly?” 回答问题：我怎么知道我已经做对了呢？,ACTION STEPS FOR WRITING SERVICE STANDARDS 书写服务标准的行动步骤,Step One 第一步 Identify the desired end result 确定目标结果 Step Two 第二步 Brainstorm a list of what needs to be done to achieve the desired end re
25、sult 自由讨论列举出达到目标结果所需要的准备Step Three 第三步 Review the list to cross out duplications and eliminate unwanted or inappropriate items and abstractions 审核列举内容，删除重复意见，删减不必要或不合适的内容Step Four 第四步 For each step, identify the standards, i.e. how you will know when the step has been done correctly 确定每一步的标准，例如：你如何知道已经采取了正确的步骤Step Five 第五步 Test statements for accuracy and completeness 对服务标准准确完整性的检验报告Step Six 第六步 Check each standard to see that it contains the characteristics of good standard 核对每个标准是否符合准确书写标准的特征,
