Service à la Française International Brochure Training done by Meilleurs Ouvriers de France | Page 28

Training done by Meilleurs Ouvriers de France
Training programme
Gouvernante of hotel services
Gouvernante 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.
He 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 his department. He 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: 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.
Project
The training ends upon the completion of a project. The trainees will be put in actual
professional situation composed of several scenarios or sequences of work covering the
specific activities of the craft.
Project training
The completion of the training will be to provide a room service in real situation. The
training will be implemented with the aim of achieving the most perfect service possible.
Training content
The training is focused around 5 modules which will be progressively covered through
practical exercises and theoretical contributions:
• 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
The recommended duration is one week (5 days).
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