Check guest laundry检查客衣

1、STANDARD OPERATING PROCEDURE标准操作程序CHECK GUEST LAUNDRY检查客衣Task Number: 任务号:LA-0001Department: 部门:Housekeeping客房部Date Issued: 制定日期:August 20052005年8月Guest Expectation: 客人期望:I expect my laundry items to be returned. I dont expect items to go missing or someone elses items to be returned to me我希望所有的洗衣都能

2、原物回归，我不希望有任务衣物遗失。.Time to Train: 培训时间:25 minutes25分钟Why is this task important for you and our guests?这个任务为什么对你及客人都如此重要？Answers: 回答：1. I understand the importance of counting Guest Laundry.清点客衣非常重要。2. It is my responsibility to ensure that guests are satisfied with our laundry service.我的责任是确保能给客人提供满

3、意的服务。3. I can save money for the hotel to ensure no items are lost or forgotten.我本着对酒店节约经费，确保没有任何衣物遗失或被遗忘。4. This shows our professionalism.这表现出了我们的职业感。 5. This can increase our GSTS.这个能提高我们对客的服务质量.WHAT/ STEPS什么/步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) Check room Number 检查房号Read the laundry li

4、st carefully and confirm the room number to ensure that the list is filled in correctly.仔细阅读洗衣清单并确认房号，确保洗衣单每一项都填的准确无误。 Why do I need to check the room number?为什么我需要检查房号？2) Check Date 检查日期If there is no room number written, report immediately to the Laundry Supervisor如果没有房号，立即报告洗衣房主管Ensure the right

5、date is written on the Laundry sheet.确保洗衣单上填写了正确的日期What do I need to do when I have no room number? What will the Laundry Supervisor do?如果发现没有房号，我该怎么做？洗衣房主观又该怎么做？3) Check guests name 检查客人名字Read the guest name carefully and ensure that the right name corresponds to the right room number.仔细检查客人姓名，确保此名

6、字与正确房号相对应。 If there is no name written on the Laundry list, reconfirm with Housekeeping office.如果清单上没有客人姓名，向客房部办公室再次确认一遍。Why do I have to compare name and room number?为什么我必须检查客人姓名是否对应房号Where can I reconfirm?我向哪个部门确认？4) Count items数件Check the laundry piece by piece, and record description on the laun

7、dry list. Ensure the Laundry Manager signs discrepancies.一件一件的检查洗衣件数，记录好清单上的说明，如有差异请洗衣房经理出差异表。Recount the Laundry items to verify items against guest count.重数一遍洗衣件数，检验件数是否与客人所填数目相符。If there are no discrepancies, proceed to marking. 如果没有任何差异，打上编码。Why do I need to recount?为什么我需要重数一遍？What do I do if th

8、ere are discrepancies?Why do I need to mark?如果没有差异我该怎么做？为什么我需要做记号？5) Give the guests Laundry a mark给客衣做上记号If there are any discrepancies, report them immediately to the Laundry Manager or Supervisor to contact and clarify with the guest concerned. 如果有任何差异，立即报告洗衣房经理或主管与相关客人联系说明情况。 Proceed in accordan

9、ce with “Discrepancy Procedure”.依照“差异表程序”进行工作。Marking includes adding the number, date (be substituted by English alphabet character) and items.用英文字母标写号码，时间和件数等。Is this necessary on every single occasion? What if the guest is a corporate guest and is out of the hotel?是否这个对每个场合都必要？对于酒店客人还是酒店以外的客人我门该怎

10、么做？6) Special instruction特殊说明Read the laundry list carefully, and note the guests instruction. 仔细阅读洗衣单，填写客人说明单。Make a mark on the garments tag and laundry list. 在衣物上做好标签并在洗衣单上作好记录。Translate instruction into Chinese to make it easily understood in those hotels where English is not spoken in the Laund

11、ry.把说明单翻译成中文以便洗衣房员工容易理解。Why do guest give special instructions?为什么客人需要给出特殊的说明？Why do I need to translate into Chinese?为什么我需要把说明翻译成中文？Summary questions:问题概况:1. What is the first thing I do when a Laundry bag arrives in Laundry?当洗衣袋到达洗衣房我应该做的第一件事是什么？2. Do I have to check piece by piece?我必须一件一件衣物的检查吗？3. Is it important, that name and room number correspond?对姓名和房号很重要吗？4. Why do we mark guest Laundry? How