皇冠假日酒店客房楼层标准服务程序HKFL-0028Folding guest towels.doc

STANDARD OPERATING PROCEDURE标准操作程序FOLDING GUEST TOWELS折叠客用毛巾Task Number:任务序号HKFL-0028 客房部文件-0028 Department: 部门Housekeeping 房部Date Issued: 签发日期October- 2006 2006年10月Guest Expectation:宾客期望It is important that I can see that towels are always folded the same way. This gives me confidence that towels are checked for cleanliness each day. It also assists with my routines especially early in the morning.能看到毛巾以同一种方式折叠是很重要的。这使我感觉到毛巾每天都是经过精心检查的。这也符合我日常的生活习惯-尤其在早晨Time to Train: 培训时间25 minutes25分钟Why is this task important for you and our guests?为什么这个任务对你和我们的顾客那么重要？Answers: 答案1. We can increase our GSTS score. 我们可以增加客人满意度。2. I can show my professionalism. 可以显示我们的专业形象。3. I want to make our guests feel comfortable我们想使客人感觉舒适。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Fold towels折叠毛巾Cut off excess thread coming from clean towels.剪掉干净毛巾上多余的线头Check to ensure there are no stains or hair on clean towels.检查确保干净的毛巾上没有污迹或头发Start from the top of the bundle and fold the towel, checking to ensure the right side is up:从一捆毛巾的最上方开始折叠毛巾，检查确保正面朝上 Bath towels: 浴巾 - fold in 3 parts, logo facing the front.-折三折，店徽朝上 Hand towels: 手巾- fold in 3 parts, logo facing the front-折三折，店徽朝上 Face towels: 面巾- will be rolled and placed on the amenity tray-卷起并放置在托盘中 Bathmat:地巾- fold in 3 parts, logo facing to the front-折三折，店徽朝上 PHOTO#1照片1Why do I need to cut off thread?为什么需要剪掉线头？Why do I need to check about stains?为什么需要检查污迹？How do I have to fold a bath and hand towel?我怎样折浴巾和手巾？How do I have to fold a face towel?我怎样折面巾？How do I have to fold a bath mat怎样折地巾？2) Maintenance维护保养If you find any damages on Towels, bring towels to the HK office.如果你发现毛巾上的任何破损，将毛巾送到客房部办公室Large towels can be reused for smaller towels.大的毛巾改成小的毛巾后可再利用Why do we repair towels?为什么要修补毛巾？Summary questions:总结1. What is important about folding towels?折叠毛巾的要点是什么？2. Can I reuse damaged towels?可以再利用破损的毛巾吗？3. What do I do if I find towels which have excess threads?如果发现毛巾上有多余线头应该做什么？ 4. What do I do if I find towels which are stained or have holes?如果发现毛巾上有污迹或洞应该做什么？5. Who repairs towels? 谁修补毛巾？6. What does the hotel do with towels which can not be repaired?对于不能修补的毛巾