Service à la Française International Brochure Programmation SERVICE A LA FRANCAISE 2019 | Page 20

Master class Gouvernante
From 18th to 20th March
''Luxury Hotel service''
Marie-Fleur RAYNARD-LAUDE
Meilleur Ouvrier de France
Gouvernante
Holder
of
the
EUROPEAN
HOSPITALITY AWARD, «Gouvernante
Générale de l’année 2018»,
"Meilleur Ouvrier de France",
Marie-Fleur has intervened in
the most prestigious hotels with
more than 400 rooms. Regional
Director, Executive Housekeeper
at LA RESERVE HOTEL AND SPA,
General Gouvernante at HILTON
SHARJAH (United Arab Emirates), LE
NEGRESCO PALACE (Nice), HILTON
RAS AL KHAIMAH (United Arab
Emirates).
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 Master class
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:
• 
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
3-day Master class.
1 or 2 days immersion or halfday audit.