酒店客房如何翻转床垫(最全).docVIP

MATTRESS TURNING PROCEDURE翻床垫程序 Why is this task important for you and our guests? 为什么这些对你和我们的客人很重要？ Answers: We can increase our GSTS score. 我们能提升客人的满意度。 I can show my professionalism. 我能展示我的专业性。 I want to make our guests feel comfortable. 我想要客人们感到更舒服。 The mattress live is longer and I can save cost. 能延长床垫的使用寿命并节约成本。 WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS问题 1) Turning schedule时间表 Note the turning schedule on the mattress, month per month, side by side.标记翻转的记号在床垫上。 Where is the schedule written?时间表标记再哪儿？ 2) Remove items on or near the bed移开床上的物品并靠在床边 Remove any items that are on the bed or nearby. 移开床上的物品和附近的物品。 Be careful with bedside lamp when turning.特别小心灯罩 What do I have to move when turning the mattress?当要翻床垫时需要移开什么？ 3) Responsibility责任 Housekeeping office will inform about the schedule. 家务办公室将通知关于翻床垫的日程表。 Each attendant is responsible for their section. 每个服务员都要清楚他们的责任范围。 Who tells me when to turn?谁来告诉什么时候翻床垫？ WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS 5) Check检查 Repeat the cycle.循环检查 Make sure the mattress is placed accurately and correctly on the box spring.使床体和床垫正确放置 Always check the mattress for stains and clean if necessary.检查床垫是否有污渍。 Floor Supervisor to carry out spot-checks on mattresses to ensure that they are correctly placed and clean.楼层主管要设法去掉床垫上的污渍，保证床垫完好，干净。 Why does the mattress need to be properly set on the box spring?为什么 床体和床垫要正确放置？ 6) Maintenance维护 If it is needed, ensure damaged mattresses get repaired immediately. Report damages to the Floor Supervisor and he/she reports this defects to HK.如果可能，必须要马上修理坏的床垫。服务员报给楼层主管，主管报给客办。 Why do I need to report damages?为什么需要报告坏的床垫。 Summary questions: 总结问题 What is important about the turning procedure of mattresses? 翻床垫的重点是什么？ What are the turning months? 什么是翻床垫的月份？ How do I know when to turn the mattress? 我怎么知道什么时候翻床垫？ Do I need to report defects to HK or can I report this defect immediately to POMEC? 我需要把问题报告给客办还是POMEC？ What if I see stains on the mattress when turning? 翻床垫时发现床垫