turn down service開(kāi)床服務(wù)

1、STARDSTARDSTARDOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDURE標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序TURNDOWNSERVICE開(kāi)床服務(wù)TASKNUMBER:任務(wù)號(hào)：任務(wù)號(hào)：HKFL0032DEPARTMENT:部門：部門：Housekeeping客房部DATEISSUED:制定日期：制定日期：August20052005年8月GUESTEXPECT

2、ATION:客人期望：客人期望：Iliketohavemyroompreparedwhencominghomethisgivesmethefeelingthatthehoteltakescareofme.Itsavesmetimeinturningdownthebedspreadclosingtheblinds在我回家的時(shí)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(kāi)床罩和拉攏厚簾的時(shí)間TIMETOTRAIN:培訓(xùn)時(shí)間：培訓(xùn)時(shí)

3、間：25minutes25分鐘Whyisthistaskimptantfyouourguests為什么此項(xiàng)任務(wù)對(duì)您和客人如此重要為什么此項(xiàng)任務(wù)對(duì)您和客人如此重要Answers:回答：回答：1.WecanincreaseourGSTSsce.能提高客人的滿意指數(shù)2.Icanshowmyprofessionalism.能夠展示我們的專業(yè)3.Iwanttomakeourguestsfeelcomftable.會(huì)讓我們的客人感覺(jué)舒適4.Iwan

4、ttoshowourgueststhatwetakecarewhencomingtotheirguestroomafterahardday’swk!我們展示給我們對(duì)客人的關(guān)心在他一天辛苦的工作一天后回到房間WHATSTEPS步驟步驟HOWSTARDS如何做如何做標(biāo)準(zhǔn)標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題培訓(xùn)問(wèn)題WHATSTEPS步驟步驟HOWSTARDS如何做如何做標(biāo)準(zhǔn)標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題培訓(xùn)問(wèn)題開(kāi)床1

5、.Foldstebedrunnerbedspreadcushionsinsidethecloset.將床罩或床尾墊折疊起來(lái)放進(jìn)衣柜里面2.Liftcnerofquiltnearthetelephonefoldthecnerintoatriangle.將靠近電話一邊的床角翻起來(lái)折成90度的三角型3.Straightenplacepillowneatlyonthebed.Ensurepillowcaseopeningisfacinginwa

6、rds.將枕套弄平放在床上確保枕頭的開(kāi)口是朝里(大床)小床應(yīng)該是2個(gè)朝衛(wèi)生間2個(gè)朝窗戶4.Placebreakfastmenucardonthefoldedquiltatanangle.將早餐卡放在折疊的被子上面5.PlaceGSTScardonthebreakfastmenuiftheguestischeckingoutthenextday.如果客人第二天退房將客人意見(jiàn)書(shū)放在早餐卡上面6.Placeturndowngiftonthec

7、enterofthepillow將開(kāi)床小禮物放在枕頭的中央7.Placefootmatinfrontofthebedtogetherwithapairofslippers.(accdingthenr.ofpaxoccupiedintheguestroom)根據(jù)客人的數(shù)量將拖鞋放在床前的地巾上面Note:TheChildrensDoknobmenuistobeplacedontopoftheregularbreakfastmenuinca

8、sethereischildstayingintheguestroom.如果有兒童入住兒童早餐卡應(yīng)放在普通早餐卡上面Closedaynightcurtains.Ensurethattheyareproperlyclosedthereisnogap.將紗簾和厚簾拉好確保沒(méi)有縫隙(將厚簾的兩邊沾合在一起)WheredoIhavetostethebedspreadrunnercushions將床罩或床尾墊放在什么位置WhydoIhavetos

9、traightenthepillowduvet為什么需要將枕頭和被子弄平﹗Whydoestheguestneedabreakfastmenucard為什么客人需要早餐卡﹗WhatdoIdoifcardsarescuffed如果早餐卡損壞了該如何處理WhydoIneedtoplaceGSTScardonthebedDoIdothisfeveryroom–evenlongstayers為什么需要放客人意見(jiàn)書(shū)是每間房都需要這樣做嗎甚至長(zhǎng)住客W

10、hydoestheguestneedaturndowngift為什么客人需要開(kāi)床禮品Whatisthepurposeofthefootmat地巾的用途是什么Dochildrenneedspecialtreatment小孩需要其他特殊的待遇嗎Whyisthecurtainpositioninthenightdifferent為什么窗簾在晚上會(huì)不一樣WhydoestheBathroomneedtobetidiedup為什么衛(wèi)生間需要從新整理