STANDARD OPERATING PROCEDURE
标准操作程序
GUEST LAUNDRY PICK UP整理客人的洗衣
Task Number:
任务号：
HKFL-0025
Department:
部门 ：
Housekeeping
客房
Date Issued:
日期：
Guest Expectation:
客人期望：
It is important that employees take care of my Laundry. These are my personal belongings and I generally travel lightly so each piece of clothing is important. I want my laundry requests to be actioned quickly. I want my laundry to be presented in a manner in keeping with a 5 star service.
服务人员如何处理我的洗衣对我来收说很重要.因为出门旅行带的衣服少,这些个人衣物能迅速的被处理是至关重要的.我期望得到五星级的服务.
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:
1.I am able to increase the GSTS score.
我能增加顾客满意度.
2.I can show my professionalism.
我能展示专业技能.
3.Laundry items can go astray so it is important that I handle this procedure properly.
洗衣能否正确处理是这个程序的很关键的问题所在.
4.I understand how important the Laundry is to our guests.
我明白洗衣对于客人来说是多么重要.
5.I can drive revenue with doing my job well.
我能很好的维持收支平衡.
WHAT/ STEPS步骤
HOW/ STANDARDS标准
TRAINING QUESTIONS问题
1)Pick-up Laundry
接受洗衣
Upon receiving a call from a Guest for Laundry Pick Up the Guest Service Center notes down the request on the telephone logbook and informs the Laundry Department immediately.
接到客人的电话洗衣请求,作好记录并立刻通知洗衣房.
Which button on the phone does the guest generally ring for Laundry Pick Up?
哪个号码是客人要求洗衣的?
1) Room Attendants Check
服务员检查
Check all occupied rooms for laundry before cleaning guest rooms
打扫前要.检查所有住店客人的洗衣
Do not check DND rooms.
DND房不查
Note DND rooms on the Work Sheet and check again at 11.00 hrs or when DND sign has disappeared.
标记DND房在工作表上,11:00再查一遍,看DND是否消失.
Why can I not collect the Laundry from a DND room?
为什么不能查DND房的洗衣?
Why do I have to check again at 11.00 hours?
为什么11:00要再查一遍?
2)Collect , Record and Send
3)收集, 记录和送回
For Hotels With Linen Chute:
用酒店的布草通道
Where the guest has Laundry, the Room Attendant checks the laundry list to ensure it is filled correctly with guests’ name, room number, date and type of service required.
服务员检查洗衣单保证客人正确地填写了 名字、房间号、日期和类型服务要求。
Record the Laundry request on the Work Sheet
记录洗衣件数在工作表中.
Call the Laundry to inform them. Laundry staff are to record the room number and time in Logbook.
通知洗衣房时,那里的员工要记录房号和时间.
Close the laundry bag securely and send it down to the Laundry via the linen chute.
系紧洗衣袋通过布草通道投下.
Always take care when using the linen chute.
在使用布草通道时要格外小心.
Never drop anything besides linen or laundry bags down the chute.
除布草和洗衣外,不要投任何的东西
For Hotels Without Linen Chute:
不使用酒店的布草通道
Laundry Department is advised of linen via the Guest Service Centre or Room Attendant.
洗衣房通过房务中心和服务员来完成.
The Laundry Attendant must respond directly and go to the Guest room to collect the laundry. They knock, wait and say “Laundry Service”.
服务员直接到房间收取洗衣.他们要敲门并报身份说:”洗衣服务”
Never leave the laundry bag in a public area unattended.
不要把洗衣袋放到没人看管的公共区域.
What do I have to check on the Laundry list?
要在洗衣单上检查什么?
Why do I need to inform the Laundry?
为什么要记录洗衣件数在工作表中.?
Why do I need to close the Laundry securely before sending it down the linen chute?为什么要系紧洗衣袋通过布草通道投下?
What happens if no one answers?
如果不答复会出现什么问题?
4) Express service
加快服务
For express service, call the Laundry staff immediately to inform them about the urgency.
加快服务时需要立刻通知洗衣房
What is express service?
什么是加快服务?
4)Control
控制
Laundry staff must re-check all laundry bags against the record in the Laundry Office to make sure they are securely tied and there are no discrepancies.
洗衣房的员工必须反复清点,检查核实数量,种类等,不得有任何误差.
Summary questions:
总结问题
1.Do all IC Hotels have linen chutes?
所有的IC酒店都有布草通道吗?
2.What is important when sending Laundry bag down the linen chute?
当投下洗衣时应该注意什么?
3.Why do guest need express laundry service?
为什么客人需要加快洗衣?
4.How does a Laundry Attendant collect Laundry from a Guest Room?
服务员怎样从客房收取洗衣?
Now ask the trainee to practice the task from start to end to test competency.
培训回顾
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