BUT-0010PackingandUnpacking包装和拆包

1、holiday inn north chongqing hk-but- 0010 task packing and unpacking page 1 of 5 s t a n d a r do p e r a t i n gp r o c e d u r e标 准 操 作 程 序packing and unpacking 包装和拆包task number:任务号：but-0010 department:部门：butler date issued:制定日期：august 2005 2005年 8月guest expectation:客人期望：i want my luggage to be pac

2、ked and unpacked efficiently and professionally. my clothes should be free of creases and in a logical order so i find what i need immediately. 希望我的行李可以有效地被打包或拆包，在拆包时我的衣服不会被褶皱并按顺序放好，以便我能立刻找到。time to train:培训时间：1 hour 小时why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？answers: 回

3、答：1. i am able to react to guest s requests in a personalized, speedy manner.满足客人要求，对客人要求做出迅速的反映。2. exceed guest expectations. 超前满足客人要求。3. the guest saves time since he does not have to worry about details.为客人节约时间，让客人不会担心细节。4. i learn more about the guest preferences更多的了解客人嗜好。5. i can increase the g

4、sts score 提升客人满意意愿调查系统的得分。6. i can show my professionalism.展示我们的职业水准。holiday inn north chongqing hk-but- 0010 task packing and unpacking page 2 of 5 what/ steps 什么 / 步骤how/ standards 如何做 /标准training questions 培训问题1)offer service upon arrival 在客人到达时提供服务if the guest requests packing / unpacking 如果客人要求

5、打包/ 拆包give your dect phone to the butler on another floor if you anticipate a lengthy procedure (you can usually tell by the amount of luggage). also inform the head butler. 如果你预料到会有很复杂的程序，通知另外一层楼的，也同时通知总管家。when do we offer packing / unpacking? 什么时候提供打包/ 拆包2)proceed to the room 进入房间if the guest is i

6、n the room, ask for special requests and preferences. make sure to remember everything the guest says - possibly write it down. 如果房间里的客人有特殊要求，确信记录下客人所说的每件事。what does the butler have to check with the guest before starting the procedure? 在提供酒店应有的服务前，应该与客人协商些什么？3)pack the suitcase 为行李箱打包the standard w

7、ay to pack a suitcase is to pack it in flat even layers and cover with tissue paper to avoid creases and dust. follow these easy steps. 打包的标准方法应该是在一个平面上打包，再用棉纸覆盖在上面，避免皱折和灰尘。以下列步骤进行。1.always start with the trousers. lay them lengthwise in the suitcase. fold the legs over, only once the suitcase is fu

8、ll. (to avoid creases in the middle part of the legs cover with tissue paper). 从裤子开始，把裤子对叠后平放于箱底。（为避免裤腿中间部分的褶皱，在中间覆盖一张棉纸）2.fill the jacket sleeves and collar with tissue paper. lay it flat with the sleeves folded across the top. cover with tissue paper. 用绵纸填充夹克的袖子和领子，袖子交叉对叠后，平放在箱子里，再用绵纸覆盖。3.roll the

9、 ties around a spare piece of tissue paper. use as a “ gap” filler in the suitcase.把领带卷在特制的绵纸，填入箱子的空隙地what should be started with? 开始的步骤是什么？what is important to remember when packing a suitcase? 打包时最重要的是什么？holiday inn north chongqing hk-but- 0010 task packing and unpacking page 3 of 5 what/ steps 什么

10、 / 步骤how/ standards 如何做 /标准training questions 培训问题方。4.wrap the belt buckle in tissue paper so it won t damage any clothing. then roll it around a square piece of tissue paper. (also good “ gap” filler.) 把皮带扣包在绵纸里，因此不会损害到其它衣物。然后再把皮带卷到特制的皮带里，也填到箱子的空隙地方。5.long skirts and overcoats should preferably be

11、packed in garment bags. but if none are available, fold them in half with scrunched up tissue paper in the folds. 长裙子和外套大衣应该放在衣服袋里，但如果没有衣服袋，把衣服对折，在对折的中间放入绵纸。6.clean and worn shirts/blouses should be kept separate. fasten top, middle and bottom buttons. using the long fold (folding below the waist li

12、ne) helps prevent creases in the most noticeable places; the guest may not have time for pressing at his next destination. lay a flat layer of tissue paper in the fold. if the shirt for blouse has an unusual collar, fill it with tissue paper also. 分开放干净的旧衬衣和上衣。扣住顶部、中间和底部扣子，纵向对折衣服，以避免最易皱的地方褶皱，因为客人在下一

13、个目的地是没有时间熨烫的。把绵纸放到褶皱地方，如果衬衣有一个特别的衣领来搭配上衣，在衣领里填充绵纸。7.place shoetrees in the shoes and then in cloth shoe bags. ask the guest if they prefer the shoes to be packed in a separate bag. if not, use as a “ gap” filler in the suitcase. 把鞋撑撑在鞋里，然后放到装鞋的布袋里，看客人是否愿意单独放到一个包里，如果不需要，就填到箱子的空隙里。8.fold socks and use

14、 as “ gap” filler.把袜子叠好，填到箱子的空隙地方。9.try to place undergarments near to top for easy access. 把内衣放到箱子顶端容易取到的地方。10. toiletries should also be placed near the top for holiday inn north chongqing hk-but- 0010 task packing and unpacking page 4 of 5 what/ steps 什么 / 步骤how/ standards 如何做 /标准training questio

15、ns 培训问题easy access. ask the guest if they prefer any toiletries to e packed in a separated carry on bag. 化妆品应该放到箱子顶端容易取到的地方。问客人是否需要把一些化妆品放到单独携带的包里。11. now fold the trouser legs over, onto the top. 把裤腿叠过来，放到顶端。12. place soiled laundry in a bag and lay flat on top of the trousers legs. 把脏衣服放进袋子里，4)unp

16、acking 拆包use your own judgment. hang up as much as possible. choose items that you think need pressing and check with the guest if they would like items pressed. follow these easy steps; 根据你自己的判断，尽可能地把衣物都挂好，选择你认为需要熨烫的衣物，问客人是否需要熨烫，根据以下步骤进行；1.take extra hangers to the room if there is a large amount o

17、f luggage. 如果有大量的行李，多带一些衣架到客房。2.place the suitcases on the bed, one at a time so you do not need to bend over. (bending may cause a strain on your back and also does not look professional). 把箱子放到床上，以免在放东西时弯腰。（弯腰会导致你的背部扭伤，并看上去不专业）。3.work neatly; the guest could enter at any moment. 客人随时进房时，都要保持有序的工作。

18、4.keep the tissue paper that was used in the suitcases so that when your colleague packs for departure he/she will have an organized start. 保存好用在箱子里的绵纸，在你同事下次为客人离开包装时，能够按以前的样子打包。5.keep the ladies clothes separate from the gentlemen s cloths.把女士和男式的衣服分开放。6.never unpack cosmetics or toiletries unless

19、the when unpacking, where should the suitcase be placed? 什么时候拆包，把行李箱放到哪里？should toiletries be unpacked? 能拆化妆品包吗？holiday inn north chongqing hk-but- 0010 task packing and unpacking page 5 of 5 what/ steps 什么 / 步骤how/ standards 如何做 /标准training questions 培训问题guest specifically asks you to. (in this eas

20、e, write in the guest history). place the toiletry bag(s) in the bathroom(s) that the guest prefers. ask the guest what they prefer. 除非客人特别要求，否则不要拆开化妆包。（如果客人有特别要求，记入客人档案史）。如果客人愿意，把化妆包放进洗手间，问客人是否愿意。7.if you find dirty laundry in the suitcase place it in the intercontinental financial street laundry bag and ask the guest if they would like you to take it to be laundered. 如果发现箱子里的脏衣服，把脏衣服放到洲际洗衣包里，并询问客人是否要带到洗衣房。if there are several pieces of luggage, call the bellman to place them in storage until the guest is ready to check out.