STANDARD OPERATING PROCEDURE 标准操作程序 | ||
TURNDOWN SERVICE夜床服务 | ||
Task Number: 资源下载任务号： | 银货两讫HKFL-0032 | |
Department: 部门 ： | Houkeeping 客房 | |
Date Issued: 日期： | ||
Guest Expectation: 客人期望： | I like to have my room prepared when coming home, this gives me the feeling that the hotel takes care of me. It saves me time in turning down the bedspread and closing the blinds. 我喜欢我的房间能给我舒适的感觉，在我辛苦工作了一天后它能留给我更多的时间休息而不用我自己拉窗帘和打开床罩。 | |
Time to Train: 培训时间： | 25 minutes | |
WHAT/ STEPS步骤 | HOW/ STANDARDSreply的用法标准 | chinabug TRAINING QUESTIONS问题 |
1)Preparation 准备 | Prepare maid’s basket/trolley with linen and amenities. 准备工作蓝/工作车，装好布草和备品 Linen:布草 -Pillow cas枕套 -Duvet cover被套 -Bed sheets床单 Amenities:备品 -Shower gel淋浴液 -Shampoo洗发液 -Conditioner护发素 -Lotion乳液 -Shower cap box浴帽 -Sanitary Bag box卫生袋 -Toothbrush an past box牙具 -Comb梳子 -Razor and shaving cream -剃须刀和剃须液 Fill the ice container with ice cubes from the ice machine where applicable. 冰桶内加上冰块 | What do I have to prepare? 我们需要准备什么？ What do I have to bring to the guest room? 要带到客人房间什么东西/ Do I really need to bring ice? 我真的需要带冰块吗？ |
2) Enter guest room 进入客人房间花冠 英文 | Follow standard procedure 按标准程序进房 | 九年级上册英语翻译What is it? 那是什么？ |
3）Provide turn down rvice 提供夜床服务 | If the guest is inside, greet guest and say, “ Madame/Sir, I am xxx from Houkeeping, sorry to disturb you, may I turn down your bed?” 如果客人在房间里，应礼貌的问候客人：“女士/先生，我是客房部的XXX，对不起打扰您了，我可以做夜床吗？” Collect all ud glass/cup and exchange with glass from the pantry. Do not wash glass in front of guest. 更换用过的杯具，不要在客人面前洗杯具 Empty the rubbish bin. 倒空垃圾桶 Turn down the bed by:做夜床 1.Fold and store bed runner or bed spread and cushions inside the clot. 把床搭和床罩叠好放进壁橱里 2.Lift corner of quilt near the telephone and fold the corner into a triangle. 把电话附近的棉被打折成三角 3.Straighten and place pillow neatly on the bed. Ensure pillow ca opening is facing inwards. 把枕头在床上放平，确保枕头开口向内 4.Place breakfast menu card on the folded quilt at an angle. 将早餐牌放在折起的被头上 5.Place GSTS card on the breakfast menu if the guest is checking out the next day. 如果客人次日退房，将意见卡放在早餐菜单上 6.Place turndown gift on the center of the pillow. 在枕头的中间放夜床礼物 7.Place foot mat in front of the bed together with a pair of slippers.(according the nr. of pax occupied in the guest room) 在床前放脚垫巾和一双拖鞋（根据客人离电话的远近） Note: The Childrens Doorknob-menu is to be placed on top of the regular breakfast menu in ca there is child staying in the guest room. 注意：儿童的菜单要放在正常菜单的上部 Clo day and night curtains. Ensure that they are properly clod and there is no gap. 拉上窗帘确保无缝 Bathroom: 1.Tidy up the bathroom. 整理浴室 2.Clo the shower curtain half way and place bath mat on the floor in front of the bathtub. 拉上一半浴帘并把地巾放到浴缸的前面 3.Replace all ud amenities. 替换用过的浴室用品 Return to the guest room to ensure nothing has been misd out. 返回房间在巡视一遍 Leave the bedside table light on as well as soft TV music or as per your hotel standard. 根据酒店的规格打开音乐和床头灯 | Why do I have to greet the guest? 为什么我要问候客人？ DRILL LANGUAGE 训练问候语 Is there a t way of turning a bed down? 做夜床的方法？ Where do I have to store the bed spread, runner and cushions? 我要把床罩、床搭放哪？ Why do I have to straighten the pillow and duvet? 为什么我要能平枕头和羽绒被 Why does the guest need a breakfast menu card? What do I do if cards are scuffed? 为什么客人需要早餐菜单 Why do I need to place GSTS card on the bed? Do I do this for every room – even long stayers? 为什么我们要将宾客意见卡放在床上，我们需要每个房间都这样做吗—甚至是长住客？ Why does the guest need a turndown gift? 为什么客人需要夜床礼物 What is the purpo of the foot mat? 铺脚垫巾的目的是什么？ Do children need special treatment? 孩子需要特殊的照顾吗？ Why is the curtain position in the night different? 为什么在晚上窗帘的位置不同？ Why does the Bathroom need to be tidied up? 为什么浴室需要清洁？ Why do I need to place the bathmat? 为什么我需要整理浴巾？ Why do I need to clo the curtains half way? 为什么我要拉上浴帘的一半？ Why do I need to replace the amenities? 为什么我需要重新放置备品？ Why do I have to double check? 为什么我必须重复检查？ Why do I need to leave the light and the radio on? 为什么我需要打开灯和音乐？ |
奥巴马的就职演讲4) Leave the guest room 离开客房 | 2014格莱美If guest is in the room, say: 如果客人在房间，要说： “My name is ……, if you need any assistance, plea do not hesitate to contact me, Good night, Madam/Sir, have a pleasant evening.” “我的名字是…，如果你需要任何帮助，请直接联系我，晚安，祝你有个愉快的夜晚” Fill up the Turndown report, time in and out, number of guest and other remarks. 填写拒绝报告，时间，房间号和客人名字 | DRILL LANGUAGE. Is it necessary to provide your name? 语言培训，为什么必须提供你的名字？ Why do I need to report the time in out? 为什么我需要报告时间？ |
5) DND or guest refus turn down rvice DND房间或客人拒绝服务 | Record time the guest refud rvice on your report. 在报告表上记录客人拒绝服务的时间 For DND rooms, record the time on your report, when all rooms are finished, go back to DND room to check if the room can be rviced later. 对于DND房间，你要在报告上记录时间，当你完成所有房间的清洁工作后，返回DND房间再检查，如果那个房间需要服务 If the DND sign is still on, slip a “ Privacy Card” under the door which says, that if you would like your room to be made, plea call our Guest Service Center. 如果DND 房间仍标注请勿打扰，你需要将Privacy Card, 放到门下，并说，如果你需要清洁房间，请联系我们的客服中心 | Why do I need to report DND rooms? 为什么我需要填写DND房间报告？ Why do I need to go back to check? 为什么我需要回来检查？ Why do I need to put a Privacy card below the door? 为什么我要在门下放 “ Privacy Card”? |
5) Report defects 拒绝报告 | To report immediately of any maintenance problem is found while cleaning. 当你清洁时发现任何需要修理的地方应立即报告 | Why do I have to report immediately? 为什么我需要立即报告？ |
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