【酒店客房管理全套SOP】Check guest laundry检查客衣.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 CHECK GUEST LAUNDRY 检查客衣 Task Number: 任务号: LA-0001 Department: 部门: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005年8月 Guest Expectation: 客人期望: I expect my laundry items to be returned. I don’t expect items to go missing or someone else’s items to be returned to me 我希望所有的洗衣都能原物回归，我不希望有任务衣物遗失。. Time to Train: 培训时间: 25 minutes 25分钟 Why is this task important for you and our guests? 这个任务为什么对你及客人都如此重要？ Answers: 回答： I understand the importance of counting Guest Laundry.清点客衣非常重要。 It is my responsibility to ensure that guests are satisfied with our laundry service.我的责任是确保能给客人提供满意的服务。 I can save money for the hotel to ensure no items are lost or forgotten.我本着对酒店节约经费，确保没有任何衣物遗失或被遗忘。 This shows our professionalism.这表现出了我们的职业感。 This can increase our GSTS.这个能提高我们对客的服务质量. WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 Check room Number 检查房号 Read the laundry list carefully and confirm the room number to ensure that the list is filled in correctly. 仔细阅读洗衣清单并确认房号，确保洗衣单每一项都填的准确无误。 Why do I need to check the room number? 为什么我需要检查房号？ Check Date 检查日期 If there is no room number written, report immediately to the Laundry Supervisor 如果没有房号，立即报告洗衣房主管 Ensure the right date is written on the Laundry sheet. 确保洗衣单上填写了正确的日期 What do I need to do when I have no room number? What will the Laundry Supervisor do? 如果发现没有房号，我该怎么做？洗衣房主观又该怎么做？ 3) Check guest’s name 检查客人名字 Read the guest name carefully and ensure that the right name corresponds to the right room number. 仔细检查客人姓名，确保此名字与正确房号相对应。 If there is no name written on the Laundry list, reconfirm with Housekeeping office. 如果清单上没有客人姓名，向客房部办公室再次确认一遍。 Why do I have to compare name and room number? 为什么我必须检查客人姓名是否对应房号 Where can I reconfirm? 我向哪个部门确认？ 4) Count items 数件 Check the laundry piece by piece, and record description on the laundry list. Ensure the Laundry Manager signs discrepancies. 一件一件的检查洗衣件数，记录好清单上的说明，如有差异请洗衣房经理出差异表。 Recount the Laundry items to ver