HKFL-0002 How to check a guest room.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 HOW TO CHECK A GUEST ROOM 怎样检查客房 Task Number: 任务序号 HKFL-0002 Department: 部门 Housekeeping 客房部 Date Issued: 签发日期 October-2010 2010年10月 Guest Expectation: 宾客期望 I expect my room to be clean and to find things in a logical place. I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay. 我期待我的房间干净整洁，有条不紊，也喜欢在我居住期间提供一些便利和让人愉快的服务。 Time to Train: 培训时间 30 minutes 30分钟 Why is this task important for you and our guests? 为何这个工作对你和顾客都重要？ Answers: I know what the guest expects. 我知道客人的需要。 If I check the Room properly, I am able to increase GSTS 如果我正确地检查客房，将会增加客人的满意度。 I can demonstrate professionalism. 我能展示我的职业素质 I can make our guests happy and they will feel comfortable. 我能使我们的客人开心并感到舒适 WHAT/ STEPS做什么/步骤 HOW/ STANDARDS怎么做/标准 TRAINING QUESTIONS培训项目 1) Check the Guest Room检查客房 Always check the room in a clockwise or anti-clockwise movement. 总是按照顺时针方向或逆时针方向转动着检查房间。 Why do I have to check the guest room in this fashion? 为什么要用这种方式检查房间？ 2) Cleanliness of Furniture 家具的清洁卫生 Check the cleanliness of all furniture and put it in good order according to the standard. 检查所有家具的清洁卫生并按标准摆放。 Entrance Door房门 Writing Desk书桌 Wardrobe衣橱 Mirrors镜子 - Paintings 壁画 Night Table床头柜 Check whether painting, Wardrobe hangers, collateral is hanging straight and positioned properly. 检查壁画、衣橱衣架是否正确摆放，服务指南是否放在正确的位置 Define Standard for collateral as: 服务指南里的物品 Guest Letter客人信纸 Fax传真 Envelopes信封 Post cards明信片 Business Cards酒店名片 Why do we put so much importance on furniture? 为什么要如此重视家具？ What is the content of the collateral Folder? 服务指南里面都有什么？ 3) Check exchangeable items检查一次性用品 Check whether all amenities and supplies are as per the standard and are in good order. 检查所有日用品和供应品是否符合标准并整齐有序的摆放 Bath Amenity:洗漱用品 Shampoo洗发水 Hair Conditioner护发素 Body Lotion沐浴露 Mouthwash漱口水 Talc Powder　爽身粉 Amenity Boxes:客用品合 Vanity Box　梳妆盒 Sanitary Box卫生袋 Shower Cap浴帽 Tooth brush牙刷 Comb梳子 Shoe