STANDARD OPERATING PROCEDURE 标准操作程序 | ||
HOW TO CHECK THE ROOM STATUS 怎样检查房态 | ||
Task Number: 任务号： | HKFL-0006 | |
Department: 部门 ： | Houkeeping 客房 | |
Date Issued: 日期： | ||
Guest Expectation: 客人期望： | 大器晚成什么意思N/A | |
| 蓝莓果干 Time to Train: 培训时间： | 25 minutes | |
WHAT/ STEPS步骤 | HOW/ STANDARDS标准 | TRAINING QUESTIONS问题 |
1) Check room status 检查房态 | Check the room status on your report and proceed to the floor. 到楼层检查房态并填写报告 Check all vacant and out-of-order rooms. 检查所有的空房和000房 Check all occupied rooms for guest laundry as well as mini- bar consumption. 检查所有的住客房洗衣和迷你吧的消耗 If guest room is DND, note down in the work sheet and check later. 线圈英文如果客人DND，记录，最后再查 | Why do I need to check the room status? 为什么我需要检查房态？ What is the difference between a vacant and o-o-o room? 空房和000房有什么不同？ What do I have to do with a DND room? 遇到DND房需要做什么？ |
2) Discrepancy 差异 学生组织 | Fill in the correct status in the work sheet, to inform Houkeeping office immediately of any discrepancy. 人教版三年级语文下册填写正确的房态在工作表上，有任何的差异都要通知文员 Make sure that the actual room status is the same as your report. 确保你的报告有正确的房态 If luggage is found in a vacant clean room note this on your work sheet and inform Duty Manager to follow up immediately. 如果发现空房里有行李，一定要标记在工作表上，并且立即通知值班经理 If you find a guest in a vacant room, greet the guest politely and apologize for disturbing the guest. Introduce yourlf and ask the guest if he needs any assistance. 如果发现空房里有客人C/ I，要向客人致意并道歉打扰了客人，介绍自己并询问客人是否需要帮助 “Madame/Sir, Good morning/afternoon. Evening my name is……………………, This room is not registered as occupied may I have your name to follow up on this discrepancy”. Call Duty Manager to follow up on situation. 打电话给值班经理更正房态 If the room is occupied and guest has not slept in the room, it is a possible “sleep out” room, and you have to inform the Houkeeping office for follow up with Front Office.如果是住客房，但客人没有睡，他可能是外宿房，需要把此信息反馈给前台 If the room is not occupied, it is a possible skipper. 如果房间不是住客房，它可能是skipper. sony数码相机Refer to same procedure as above ( sleeper) Note on your work sheet and again inform the Duty manager. 对照值班经理的工作表，标记你的工作表 | Why does the actual room status need to be the same as on the report? 为什么正确的房态要标注在报告中？ Can I take the luggage to the luggage room? 我能把行李拿到行李处吗？ DRILL LANGUAGE 语言训练 What is a sleeper? 什么是sleeper? What is a skipper? 什么是skipper? Why do I have to report a skipper and sleeper to the Duty Manager 为什么我必须向值班经理报告sleeper和skipper? |
3) Emergency 紧急情况 | If you find a guest who needs urgent help, call Security and the Ass. Manager immediately. 如果发现客人急需帮助，通知保安部和副理 FIRST AID第一目标 | What do I need to do in emergency? 遇到紧急情况我需要怎么做？ |
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