LA-0008 Delivering Guests laundry-DND Rooms.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 DELIVERING GUEST LAUNDRY – DND ROOMS送还客人洗衣“请勿打扰”房间 Task Number: 任务号： LA-0008 Department: 部门 ： Housekeeping 客房 Date Issued: 日期： 12 Nov.2013 Guest Expectation: 客人期望： I expect my laundry to be delivered in accordance with the instructions on my laundry request – either same day, next day or express. If I have a DND sign on my door, I expect to be called at a later time and advised that my laundry is ready. 我希望我的洗衣可以根据我在洗衣单上的要求运送，或者是当天，或者是第二天或者是快递。如果我在门上挂了“请勿打扰”我则希望在晚些时候接到电话通知，我衣服已洗好. Time to Train: 培训时间： 25 minutes Why is this task important for you and our guests? 为什么这 项工作对你和我们的客人都很重要？ Answers: I understand that our Guests privacy requests needs to be respected. 我明白要尊重客人的隐私要求. It is my responsibility to deliver laundry when it is due. 当衣服洗好时，送还是我的职责。 This can increase our Guest satisfaction. 这体现了我们的专业精神。 If we do our job well, this shows that we are professional. 如果我们出色完成工作，这将展示我们是相当专业的 WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS问题 1) Rooms with “Do Not Disturb” signs left on the door should be given special attention 要特别注意门上挂有“请勿打扰”指示牌的房间 Do not knock on a “DND” room door. 不要去敲挂有“请勿打扰”指示牌的房间门 Why can I not knock on a DND door? 为何我不能敲挂有“请勿打扰”指示牌的门. 2) Checking 检查 Fill in the Guest privacy card properly. 正确填写客人隐私卡 Slip the “Guest Privacy” card into the DND room, to inform the guest the laundry could not be delivered. 将客人隐私卡从挂有“请勿打扰”指示牌的房间门下端塞进房间，以通知客人洗衣无法送还. Complete the “guest laundry control sheet”. 填写“客人洗衣控制单” Why does the guest need to have a Guest Privacy card? 为何客人要有客人隐私卡？ What do I need to write on the sheet? 我需要在这张单子上写什么？ 3) Record 记录 Log in DND room in log book properly. 在日志上正确登记“请勿打扰”房间 Keep the laundry in laundry cabinet. 将洗衣保存在洗衣柜中. Where do I need to put the Laundry when I am not able to deliver? 当洗衣不能送还时，我将该洗衣放在哪儿？ 4) Calling the guest 打电话给客人 Try to phone the guest to ask to deliver laundry, make sure call is made after 4: 00pm. 尝试打电话给客人说要送还