【酒店客房管理全套SOP】Turn down service开床服务.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 TURNDOWN SERVICE 开床服务 Task Number: 任务号： HKFL-0032 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 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 在我回家的时候希望我的房间得到整理,这代表我非常受重视,将为我节约了拿开床罩和拉拢厚帘的时间 Time to Train: 培训时间： 25 minutes 25分钟 Why is this task important for you and our guests? 为什么此项任务对您和客人如此重要? Answers: 回答： We can increase our GSTS score.能提高客人的满意指数 I can show my professionalism.能够展示我们的专业 I want to make our guests feel comfortable.会让我们的客人感觉舒适 I want to show our guests, that we take care when coming to their guest room after a hard day’s work!我们展示给我们对客人的关心,在他一天辛苦的工作一天后回到房间, WHAT/ STEPS 步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 Preparation 准备 Prepare maid’s basket/trolley with linen and amenities. 准备好装好用品和布草的服务清洁篮/工作车 Linen:布草 Pillow cases枕套 Duvet cover被套 Bed sheets床单 Amenities:客用品 Shower gel淋浴露 Shampoo香波 Conditioner护发素 Lotion洗液 Shower cap box浴帽 Sanitary Bag box卫生袋 Toothbrush an past box牙刷和牙膏 Comb梳子 Razor and shaving cream剃须刀和剃须膏 Fill the ice container with ice cubes from the ice machine where applicable. 从制冰机里面将冰块装在冰桶里面 What do I have to prepare? 需要准备写什么? What do I have to bring to the guest room? 为客人房间应准备些什么? Do I really need to bring ice? 是否必需准备冰块? Enter guest room 进入房间 Follow standard procedure 根据程序 What is it? 是什么? Provide turn down service 提供开床服务 If the guest is inside, greet guest and say, 如果客人在房间,向客人问候: “ Madame/Sir, I am xxx from Housekeeping, sorry to disturb you, may I turn down your bed?” 女士/先生,我是XXX, 是客房服务员,对不起,打扰您了,我能为您开夜床吗? Collect all used glass/cup and exchange with glasses from the pantry. Do not wash glasses in front of guest. 从工作间将房间客人用过脏的玻璃杯/茶杯换掉,千万不要当着客人的面清洗杯子 Empty the rubbish bin. 倒空垃圾桶 Turn down the bed by: 开床 Fold and store bed runner or bed spread and cushions inside the closet. 将床罩或床尾垫折