五星级酒店客房培训——如何准备工作车.doc

Task – Preparing a Room Attendant’s Trolley Page PAGE 1 of NUMPAGES 6 STANDARD OPERATING PROCEDURE 标准操作程序 HOW TO PREPARE A ROOM ATTENDANT’S TROLLEY 怎样准备手推车 Task Number: 任务号： HKFL-0009 Department: 部门 ： Housekeeping 客房 Date Issued: 日期： Guest Expectation: 客人期望： I expect my room to be clean, functional and comfortable. I expect amenity supplies to be replenished daily. I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay. 我希望我的房间是干净的，功能齐全和舒适的。我希望每天能够补充新的备品。我也期望那些不是必需的，但是也能使我愉悦的物品能够被每天提供 Time to Train: 培训时间： 25 minutes Why is this task important for you and our guests? 为什么这项任务对我和客人都很重要？ Answers: Make your job more efficient and less time consuming. 能使你的工作耗时少，且更有效 You won’t have to keep returning to the store to replace missing items. 你不必返回储藏间去取缺少的物品 Guest supplies and textiles will be fully replaced to standard without any delays. 客人必需的布草和物品都能及时的补充 Trolley will look professional and portray the correct image to the guest. 利用手推车向客人展示你的专业技能和形象 WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS问题 1) Prepare your cleaning supplies bucket for the day. 每天准备清洁桶和备品 The bucket must be clean and dry with no old pieces of soap, shampoo etc. inside from the previous days work! 清洁桶必须保持干净和干燥，不能有用过的肥皂和香波等 What condition must the bucket be in? Why?清洁桶必须保持什么样的状态？为什么？ 2) Inside the bucket put a bottle of R1, R2, R3 R5. 在桶里放上R1，R2，R3和R5 R1 – toilet cleaner, R2 – multi surface cleaner, R3 – glass cleaner, R5 – air conditioner. Ensure all bottles are full - fill up from the dispensers in the Housekeeping Office R1—厕所清洁剂，R2—多用清洁剂，R3—玻璃水，R5—空调口洗剂，确保从客办领的所有瓶子是满的 What are R1, R2, R3 R5?什么是 Where do you refill the bottles from? 在哪儿能填满瓶子？ What is R4? 3) Put a sponge for the toilet and a sponge for other cleaning purposes in the bucket along with a toilet brush. 放一块清洁厕所的海绵和马桶刷 Toilets carry harmful bacteria so it is essential that the sponge used to wash the outside of the toilet bowl and lid is separate fr