Service à la Française International Brochure Programmation SERVICE A LA FRANCAISE_Mauritius | Page 30

GOUVERNANTE TRAINING
From 11 th to 14 th May
Theme of training: Management of housekeeping services and practice in
luxury environment
Theme of contest: Wedding room setup and bath menu
From 12 th to 15 th October
Theme of training: Palace service, manage his service in a large hotel
Theme of contest: Bath menu contest "Wedding of the Islands"
Marie-Fleur RAYNARD-LAUDE
MEILLEUR OUVRIER DE FRANCE
GOUVERNANTE
SAF Member
Craft leader
The Gouvernant(e) is responsible for the product quality and services related
to the hotel rooms and common areas within the facility, regardless of its
size and its category. She directs, coordinates, supervises and ensures quality
work is delivered from the housekeeping team and is in charge of the services
offered to the customers within her department. She is in charge of recruitment,
animation and training of the personnel within his department.
Objective of Training
Strengthen and deepen the knowledge of the trainee to enable him/her
to improve the organisation of his work and that of his team, master the
customer relationship and master the tasks related to the quality of services.
Content
The training is focused around 5 modules which will be progressively covered
through practical exercises and theoretical contributions:
GREEN ZOOM
SAF has a Sustainable Development
Commitment which will result in
the choice of our partner-suppliers
to our classes which are already
committed to products with a low
carbon emission, and the teaching
of "good practices" linked to the
reduction of energy consumption,
renewable energies, water saving,
waste recycling and biodiversity
protection. During the training the
following aspects will be reviewed:
the choice of local recyclable
or reusable products, products
from ORGANIC agriculture or
environmental friendly (etc.)
• 
Activity of the department or service: design and/or participate in the
development of “manuals” of procedures, planning and support of
organisation and forecast in accordance with the policy of the establishment:
elaborate cleaning protocols, forecasts of linen and cleaning needs,
• Design/Organise team work: prepare the day’s schedule, and periodic
maintenance activities and set implementation priorities; Implement
personalised reception (wedding ...); Evaluate needs and establish orders
with service providers for customer service: florist, launderer, service
companies,
• 
Manage professional and regulatory planning for customer comfort:
set up and track customer file; Organise, set up the specific facilities
and installations, according to the standards of reception, and comfort,
according to the internal instructions; Adapt products, services, innovations
to customer requirements. Communicate and respond to customer requests
during their stay. Manage claims, incidents, lost items, etc.,
• 
Supervise/Control/Optimise the quality of hotel service: Evaluate and
adapt the level of quality of services provided in accordance with the quality
standards,
• Manage the team and communicate with employees and partners: transmit
rules of behaviour and professional dress codes in relation to corporate
image and standards; Readjust the work schedules of the staff; detect and
respond to serious and imminent hazards in the facility.
Duration
4 days.