怎样检查客房(五星级酒店客房培训).docVIP

Task – How to Release a Guest Room Page PAGE 8 of 8 STANDARD OPERATING PROCEDURE 标准操作程序 HOW TO RELEASE A GUEST ROOM怎样释放一个房间 Task Number: 任务号： HKFL-0033 Department: 部门 ： Housekeeping 客房 Date Issued: 日期： Guest Expectation: 客人期望： N/A Time to Train: 培训时间： 25 minutes 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. 我们能提升顾客满意度。 I can show my professionalism. 我能展示我的专业性。 I want to make our guests feel comfortable. 我能使我们的客人感到方便舒适。 I want to show our guests that we take care when entering a guest room. 当客人进入客房时我想我们能展示对客人的关心。 WHAT/ STEPS步骤 HOW/ STANDARDS标准 TRAINING QUESTIONS问题 1) Check room检查房间 Check the room in ether a clockwise or anti-clockwise order, starting from the entrance door.从门口开始顺时针或逆时针方向检查。 How do I check a guest room? 我怎样检查房间？ 2) Entrance door进房门 Check the entrance door and carpet to ensure it is clean and the lock is working.检查门入口地毯是否干净，门锁是否正常。 Ensure the emergency exit plan is in place.确认应急图完备。 What is important about the entrance door?入口处重点检查什么？ 3) Closet壁橱 Check the closet door, wall and carpet to ensure it is clean. Check the correct number of hangers as per standard:检查壁橱门，壁纸和地毯以及标准衣架的数量： 4 Hangers 4 Hangers with bar 2 Padded hanger the laundry list, bags and bathrobes Ensure they are replaced and light is working. 洗衣单，袋以及浴衣正常足量摆放。 Why do I need to check the entrance door?为什么要查门口？ How many hangers need to be in the room?衣架需要多少个？ Does a bathrobe need to be in the closet?浴室需要壁橱吗？ 4) Writing table 写字台 Check mirror, writing table, chair and drawers to ensure it is clean and Stationery is replaced as:检查镜子，写字台，椅子和抽屉： Letter信 Fax传真 A4 envelopeA4信封 A5 envelopeA5信封 Note pad便签簿 Postcards明信片 Ensure these items are replenished and placed as per the standard, telephone is clean and placed in the correct position. 确认以上物品补充并放置标准；电话洁净并放置标准。 Check waste bin to make sure it is emptied and clean.检查垃圾桶是空的干净的。 Why does a guest need paper and envelopes? 为什么客人需要信纸和信封？ 5) TV/Cabinet电视柜 Check to en