BUT-0010 acking and Unpacking包装和拆包.doc

STANDARD OPERATING PROCEDURE 标准操作程序 PACKING AND UNPACKING 包装和拆包 Task Number: 任务号： BUT-0010 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005年8月 Guest Expectation: 客人期望： I want my luggage to be packed and unpacked efficiently and professionally. My clothes should be free of creases and in a logical order so I find what I need immediately. 希望我的行李可以有效地被打包或拆包，在拆包时我的衣服不会被褶皱并按顺序放好，以便我能立刻找到。 Time to Train: 培训时间： 1 hour １小时 Why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？ Answers: 回答： I am able to react to guest’s requests in a personalized, speedy manner.满足客人要求，对客人要求做出迅速的反映。 Exceed guest expectations.超前满足客人要求。 The guest saves time since he does not have to worry about details.为客人节约时间，让客人不会担心细节。 I learn more about the guest preferences更多的了解客人嗜好。 I can increase the GSTS score提升客人满意意愿调查系统的得分。 I can show my professionalism.展示我们的职业水准。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 Offer service upon arrival 在客人到达时提供服务 If the guest requests packing / unpacking 如果客人要求打包/拆包 Give your DECT Phone to the Butler on another floor if you anticipate a lengthy procedure you can usually tell by the amount of luggage . Also inform the Head Butler. 如果你预料到会有很复杂的程序，通知另外一层楼的 ，也同时通知总管家。 When do we offer packing / unpacking? 什么时候提供打包/拆包 Proceed to the room 进入房间 If the guest is in the room, ask for special requests and preferences. Make sure to remember everything the guest says - possibly write it down. 如果房间里的客人有特殊要求，确信记录下客人所说的每件事。 What does the Butler have to check with the guest before starting the procedure? 在提供酒店应有的服务前， 应该与客人协商些什么？ Pack the suitcase 为行李箱打包 The standard way to pack a suitcase is to pack it in flat even layers and cover with tissue paper to avoid creases and dust. Follow these easy steps. 打包的标准方法应该是在一个平面上打包，再用棉纸覆盖在上面，避免皱折和灰尘。以下列步骤进行。 Always start with the trousers. Lay them lengthwise in the suitcase. Fold the legs over, only once the suitcase is full. To avoid creases in the middle part of the l