Checkguestlaundry檢查客衣

1、STANDARD OPERATING PROCEDURE標準操作程序CHECK GUEST LAUNDRY檢查客衣Task Number :任務(wù)號：LA-0001Department :部門：Housekeeping 客房部DATE ISSUED:制定日期：August 2005 2005年8月GuestExpectation :客人期望：I expect my laundry items to be returned. I don' t expect items to go missiritems to be returned to me 我希望所有的洗衣都能原物回歸，我不希望有任務(wù)

2、衣物遺失。TIME TO T RAIN :培訓(xùn)時間：25 minutes25分鐘or someoWhy is this task important for you and our guests?這個任務(wù)為什么對你及客人都如此重要？Answers:回答：1. I understand the importance of counting Guest Laundry.清點客衣非常重要。2. It is my responsibility to ensure that guests are satisfied with our laundry service我的責任是確保能給客人提供滿意的服務(wù)。3

3、. I can save money for the hotel to ensure no items are lost or forgotten我本著對酒店節(jié)約經(jīng)費，確保沒有任何衣物遺失或被遺忘。4. This shows our professionalism.這表現(xiàn)出了我們的職業(yè)感。TRAINING QUESTIONS培訓(xùn)I問題5. This can increase our GSTS這個能提高我們對客的服務(wù)質(zhì)量WHAT/ STEPS什么/步驟HOW/ STANDARDS如何做/標準1) Check room Number 檢查房號Read the laundry list carefu

4、lly and confirm the room number to ensure that the list is filled in correctly. 仔細閱讀洗衣清單并確認房號，確保洗衣單每一 項都填的準確無誤。Why do I need to check the room number? 為什么我需要檢查房號？2) Check Date 檢查日期If there is no room number written, report immediately to the Laundry Supervisor如果沒有房號，立即報告洗衣房主管Ensure the right date is

5、 written on the Laundry sheet.確保洗衣單上填寫了正確的日期What do I need to do when I have no room number? What will the Laundry Supervisor do? 如果發(fā)現(xiàn)沒有房號，我該怎么做？洗衣房主觀 又該怎么做？3) Check guest ' s name 檢查客人名字Read the guest name carefully and ensure that the right name corresponds to the right room number.仔細檢查客人姓名，確保

6、此名字與正確房號相對 應(yīng)。If there is no name written on the Laundry list, reconfirm with Housekeeping office.如果清單上沒后各人姓名，問客房部辦公室冉次 確認一遍。Why do I have to compare name and room number?為什么我必須檢查客人姓名是否對應(yīng)房號Where can I reconfirm?我向哪個部門確認？4) Count items數(shù)件Check the laundry piece by piece, and record description on the l

7、aundry list. Ensure the Laundry Manager signs discrepancies.一件一件的檢查洗衣件數(shù)，記錄好清單上的說 明，如有差異請洗衣房經(jīng)理出差異表。Recount the Laundry items to verify items against guest count.重數(shù)一遍洗衣件數(shù)，檢驗件數(shù)是否與客人所填數(shù) 目相符。If there are no discrepancies, proceed to marking. 如果沒有任何差異，打上編碼。Why do I need to recount?為什么我需要重數(shù)一遍？What do I do

8、if there are discrepancies?Why do I need to mark?如果沒有差異我該怎么做？為什么我需要做記 號？5) Give the guests Laundry a mark給客衣做上記號If there are any discrepancies, report them immediately to the Laundry Manager or Supervisor to contact and clarify with the guest concerned.如果有任何差異，立即報告洗衣房經(jīng)理或主管與 相關(guān)客人聯(lián)系說明情況。Proceed in acc

9、ordance with Discrepancy Procedure .” 依照“差異表程序”進行工作。Marking includes adding the number, date (be substituted by English alphabet character) and items. 用英文字母標寫號碼，時間和件數(shù)等。Is this necessary on every single occasion? What if the guest is a corporate guest and is out of the hotel?是否這個對每個場合都必要？對于酒店客人還是酒店以外

10、的客人我門該怎么 做？6) Special instruction特殊說明Read the laundry list carefully, and note the guest instruction.Wh y do guest give special instructions? 為什么客人需要給出特殊的說明？仔細閱讀洗衣單，填寫客人說明單。Make a mark on the garment ' SaUagdandst. 在衣物上做好標簽并在洗衣單上作好記錄。Why do I need to translate into Chinese? 為什么我需要把說明翻譯成中文？Transl

11、ate instruction into Chinese to make it easily understood in those hotels where English is not spoken in the Laundry.把說明單翻譯成中文以便洗衣房員工容易理解。Summary questions: 問題概況：1. What is the first thing I do when a Laundry bag arrives in Laundry?當洗衣袋到達洗衣房我應(yīng)該做的第一件事是什么？2. Do I have to check piece by piece俄必須一件一件衣物的檢查嗎？3. Is it important, that name and room number correspond?對姓名和房號彳艮重要嗎？4. Why do we mark guest Laundry? How is