Turn down service開床服務(wù)

1、STANDARD OPERATING PROCEDURE標(biāo)準操作程序TURNDOWN SERVICE開床服務(wù)Task Number: 任務(wù)號：HKFL-0032Department: 部門：Housekeeping客房部Date Issued: 制定日期：August 20052005年8月Guest Expectation: 客人期望：I like to have my room prepared when coming home, this gives me the feeling that the hotel takes care of me. It saves me time in t

2、urning down the bedspread and closing the blinds在我回家的時候希望我的房間得到整理,這代表我非常受重視,將為我節(jié)約了拿開床罩和拉攏厚簾的時間Time to Train: 培訓(xùn)時間：25 minutes 25分鐘Why is this task important for you and our guests?為什么此項任務(wù)對您和客人如此重要?Answers: 回答：1. We can increase our GSTS score.能提高客人的滿意指數(shù)2. I can show my professionalism.能夠展示我們的專業(yè)3. I w

3、ant to make our guests feel comfortable.會讓我們的客人感覺舒適4. I want to show our guests, that we take care when coming to their guest room after a hard days work!我們展示給我們對客人的關(guān)心,在他一天辛苦的工作一天后回到房間,WHAT/ STEPS步驟HOW/ STANDARDS如何做/標(biāo)準TRAINING QUESTIONS培訓(xùn)問題1) Preparation準備Prepare maids basket/trolley with linen and

4、amenities. 準備好裝好用品和布草的服務(wù)清潔籃/工作車Linen:布草- Pillow cases枕套- Duvet cover被套- Bed sheets床單Amenities:客用品- Shower gel淋浴露- Shampoo香波- Conditioner護發(fā)素- Lotion洗液- Shower cap box浴帽- Sanitary Bag box衛(wèi)生袋- Toothbrush an past box牙刷和牙膏- Comb梳子- Razor and shaving cream剃須刀和剃須膏Fill the ice container with ice cubes from

5、the ice machine where applicable.從制冰機里面將冰塊裝在冰桶里面What do I have to prepare?需要準備寫什么?What do I have to bring to the guest room?為客人房間應(yīng)準備些什么?Do I really need to bring ice?是否必需準備冰塊?2) Enter guest room進入房間Follow standard procedure根據(jù)程序What is it?是什么?3) Provide turn down service提供開床服務(wù)If the guest is inside,

6、greet guest and say, 如果客人在房間,向客人問候:“ Madame/Sir, I am xxx from Housekeeping, sorry to disturb you, may I turn down your bed?”女士/先生,我是XXX, 是客房服務(wù)員,對不起,打擾您了,我能為您開夜床嗎?Collect all used glass/cup and exchange with glasses from the pantry. Do not wash glasses in front of guest.從工作間將房間客人用過臟的玻璃杯/茶杯換掉,千萬不要當(dāng)著客

7、人的面清洗杯子Empty the rubbish bin.倒空垃圾桶Turn down the bed by:開床1. Fold and store bed runner or bed spread and cushions inside the closet. 將床罩或床尾墊折疊起來放進衣柜里面2. Lift corner of quilt near the telephone and fold the corner into a triangle.將靠近電話一邊的床角翻起來折成90度的三角型3. Straighten and place pillow neatly on the bed.

8、Ensure pillow case opening is facing inwards.將枕套弄平放在床上,確保枕頭的開口是朝里(大床)小床應(yīng)該是2個朝衛(wèi)生間,2個朝窗戶4. Place breakfast menu card on the folded quilt at an angle.將早餐卡放在折疊的被子上面5. Place GSTS card on the breakfast menu if the guest is checking out the next day. 如果客人第二天退房將客人意見書放在早餐卡上面6. Place turndown gift on the cent

9、er of the pillow將開床小禮物放在枕頭的中央7. Place foot mat in front of the bed together with a pair of slippers.(according the nr. of pax occupied in the guest room)根據(jù)客人的數(shù)量將拖鞋放在床前的地巾上面Note: The Childrens Doorknob-menu is to be placed on top of the regular breakfast menu in case there is child staying in the gue

10、st room.如果有兒童入住,兒童早餐卡應(yīng)放在普通早餐卡上面Close day and night curtains. Ensure that they are properly closed and there is no gap.將紗簾和厚簾拉好,確保沒有縫隙(將厚簾的兩邊沾合在一起)Bathroom:衛(wèi)生間1. Tidy up the bathroom.清潔好衛(wèi)生間2. Close the shower curtain half way and place bath mat on the floor in front of the bathtub.將浴簾展開一半(放進浴缸)并將地巾放在

11、浴缸的前方3. Replace all used amenities.補充所有的客人用品Return to the guest room to ensure nothing has been missed out. 重新核實客人房間沒有任何遺漏Leave the bedside table light on as well as soft TV music or as per your hotel standard.根據(jù)酒店的標(biāo)準將床頭燈和電視調(diào)至柔和的音樂Why do I have to greet the guest?為什么需要向客人問候?DRILL LANGUAGE標(biāo)準語言:Is the

12、re a set way of turning a bed down?這是如何開床嗎?Where do I have to store the bed spread, runner and cushions?將床罩或床尾墊放在什么位置?Why do I have to straighten the pillow and duvet?為什么需要將枕頭和被子弄平Why does the guest need a breakfast menu card? 為什么客人需要早餐卡 What do I do if cards are scuffed?如果早餐卡損壞了該如何處理?Why do I need

13、to place GSTS card on the bed? Do I do this for every room even long stayers?為什么需要放客人意見書,是每間房都需要這樣做嗎,甚至長住客?Why does the guest need a turndown gift?為什么客人需要開床禮品?What is the purpose of the foot mat?地巾的用途是什么?Do children need special treatment?小孩需要其他特殊的待遇嗎?Why is the curtain position in the night differe

14、nt?為什么窗簾在晚上會不一樣?Why does the Bathroom need to be tidied up?為什么衛(wèi)生間需要從新整理?Why do I need to place the bathmat?Why do I need to close the curtains half way?為什么需要只將浴簾拉一半?Why do I need to replace the amenities?為什么需要補充客用品?Why do I have to double check?為什么需要在次檢查?Why do I need to leave the light and the radi

15、o on?為什么需要將床頭燈打開并將收音機打開(音量應(yīng)為15)4）Leave the guest room離開客人的房間If guest is in the room, say:如果客人在房間,說: “My name is , if you need any assistance, please do not hesitate to contact me, Good night, 我的名字是,如果您需要幫助,請(直接撥打分機0)聯(lián)系我門,祝您晚安,Madam/Sir, have a pleasant evening.” 女士/先生,祝愿你們晚安Fill up the Turndown repo

16、rt, time in and out, number of guest and other remarks.在開床表上寫上進出房間的時間和其它雜項DRILL LANGUAGE. Is it necessary to provide your name?標(biāo)準語言,告訴客人您的名字這重要嗎?Why do I need to report the time in out?為什么需要記錄進出房間的時間?5) DND or guest refuses turn down serviceDND客人或是拒絕服務(wù)的客人Record time the guest refused service on your

17、 report.在工作表上面記錄好拒絕服務(wù)的時間For DND rooms, record the time on your report, when all rooms are finished, go back to DND room to check if the room can be serviced later.除了在工作表上做好記錄外在完成其他房間開床后應(yīng)重新去檢查是否客人仍然還是DND If the DND sign is still on, slip a “ Privacy Card” under the door which says, that if you would

18、like your room to be made, please call our Guest Service Center.如果仍然是DND應(yīng)從門下塞進請勿打擾卡(在晚上22:00),是指客人如果需要房間清潔等請直接通知賓客服務(wù)中心Why do I need to report DND rooms?為什么需要匯報DND房間?Why do I need to go back to check?為什么需要重新檢查?Why do I need to put a Privacy card below the door?為什么需要塞”免打擾卡”?4) Report defects匯報工程問題To report immediately of any maintenance problem is found while cleaning.及時匯報清潔過程中發(fā)現(xiàn)的工程問題Why do I have to report immediately?為什么需要及時匯報工程問題?Summary questions: 問題概述：1. What is important about the turn down service?開床的重要性是什么?2. How long should a turndown service take in a standard room? A suite?開床需要多長