CL-10-TPackingandUnpacking

1、STANDARD OPERATING PROCEDURE标 准 工 作 程 序PACKING AND UNPACKING打包和拆包Task Number 任务编号: FO 04-CI-0010Department 部 门 : Crowne Club Floor行政楼层Date Issued签发日期: May 20102010年5月Approved by批准人:General Manager Mr. Stephen Yam总经理 任世敏先生Guest Expectation客人期望: I want my luggage to be packed and unpacked efficiently

2、and professionally. My clothes should be free of creases and in a logical order so I find what I need immediately.我期望我的行李能都被有效专业的打包和拆包。我希望能免费熨烫我的衣服，并且编号有理由逻辑，以便我能迅速找到。Time to Train培训时间: 1 hour1小时Why is this task important for you and our guests?为什么这个任务对你和你的客人非常重要？Answers回 答: 1. I am able to react to

3、 guests requests in a personalized, speedy manner. 我能迅速，有礼的回复客人的要求，并且为客人提供个性化的服务2. Exceed guest expectations. 做到超出客人的期望值3. The guest saves time since he does not have to worry about details. 尽量节省客人的时间，只要客人不是特别在意细微处4. I learn more about the guest preferences. 了解更多的客人喜好。5. I can increase the GSTS scor

4、e 提高我们的宾客满意度追踪调查分数6. I can show my professionalism. 我能展示我的专业性WHAT / STEPS工作步骤HOW/ STANDARDS怎么做/工作标准TRAINING QUESTIONS提 问1) Offer service upon arrival 为到达的客人提供服务If the guest requests packing / unpacking如果客人要求打包或者拆包Give your DECT Phone to the Butler on another floor if you anticipate a lengthy procedu

5、re (you can usually tell by the amount of luggage). Also inform the Head Butler.如果你能预测出服务过程的时间，把你的手机给另一楼层的管家（通常情况下你要能说出行李的数量），同时也通知总管家When do we offer packing / unpacking?什么时候我们提供打包和拆包服务？2) Proceed to the room在房间内If the guest is in the room, ask for special requests and preferences.如果客人在房间里，询问他有何特别要

6、求Make sure to remember everything the guest says - possibly write it down.确保记住客人所说的每一件事，如有可能记下来What does the Butler have to check with the guest before starting the procedure?在程序开始前，管家必须要同客人核查什么？3) Pack the suitcase打包The standard way to pack a suitcase is to pack it in flat even layers and cover wit

7、h tissue paper to avoid creases and dust. Follow these easy steps.标准的打包的做法是将其整理平整，不管是分层或者是用纸巾覆盖，一定不要起褶皱或沾到灰。请按如下做法：1. Always start with the trousers. Lay them lengthwise in the suitcase. Fold the legs over, only once the suitcase is full. (To avoid creases in the middle part of the legs cover with t

8、issue paper).总是先打包裤子。将裤子平整的展开铺在行李箱里，对折，填满整个行李箱。（为避免裤腿中间部分有褶皱，请用纸巾覆盖）2. Fill the jacket sleeves and collar with tissue paper. Lay it flat with the sleeves folded across the top. Cover with tissue paper.用纸巾填充外套的袖子和领子。从袖子顶部折起并且将其平铺。用纸巾覆盖。3. Roll the ties around a spare piece of tissue paper. Use as a “

9、gap” filler in the suitcase.用纸巾绕着领带将其卷好。作为填充行李箱边角的地方放进箱子里4. Wrap the belt buckle in tissue paper so it wont damage any clothing. Then roll it around a square piece of tissue paper. (Also good “gap” filler.)将皮带扣用纸巾包好以免弄损其他衣物。然后用方片纸巾卷起来（同样填充在空余地方）5. Long skirts and overcoats should preferably be packe

10、d in garment bags. But if none are available, fold them in half with scrunched up tissue paper in the folds.长衬衣和外套要求包衣套里，但如果没有，要将其对折，并用纸巾包好6. Clean and worn shirts/blouses should be kept separate. Fasten top, middle and bottom buttons. Using the long fold (folding below the waist line) helps prevent

11、 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.将干净的和需清洗的衬衣和外套分开。系牢上中下部的纽扣。使用长叠法（在腰线以下折叠）避免很明显的地方的褶皱。客人可能没有时间去整理。放一层纸巾

12、在折叠处，如果客人的衬衣或者外套上衣的领子比较特别，同样也要方一层纸巾。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.把在鞋子放进鞋盒。问客人是否需要将鞋子单独打包，如果不，就作为填充部分放进行李箱中8. Fold socks and use as “gap” filler.折袜子，作为填

13、充塞进。9. Try to place undergarments near to top for easy access.将内衣放在容易拿到的上面位置10. Toiletries should also be placed near the top for easy access. Ask the guest if they prefer any toiletries to e packed in a separated carry on bag.化妆品也要放在容易拿到的上面位置。问客人是否需要将化妆品单独放在易携带的包里11. Now fold the trouser legs over,

14、 onto the top.现在将裤腿对折，放在上面12. Place soiled laundry in a bag and lay flat on top of the trousers legs.将弄脏需清洗的衣物放在一个包里平放在裤子上面What should be started with?应从什么开始打包？What is important to remember when packing a suitcase?在打包行李箱时，要记住重点是什么？4) Unpacking拆包Use your own judgment. Hang up as much as possible. Cho

15、ose items that you think need pressing and check with the guest if they would like items pressed. Follow these easy steps;自行判断。尽可能多的挂起来。选择那些你认为需要折叠的，跟客人核对是否需要折起来。按以下步骤：1. Take extra hangers to the room if there is a large amount of luggage.如果行李数量较多，取多一点衣架2. Place the suitcases on the bed, one at a t

16、ime so you do not need to bend over. (Bending may cause a strain on your back and also does not look professional).放行李箱在床上，这样你不需要弯腰（弯腰可能会引起背部扭伤，同时也让你看起来不那么专业）3. Work neatly; the guest could enter at any moment.工作时保持整洁，客人有可能随时近来4. Keep the tissue paper that was used in the suitcases so that when your

17、 colleague packs for departure he/she will have an organized start.保留箱子里的纸巾，这样你的同事在离店打包时能有一个有序的开始5. Keep the ladies clothes separate from the gentlemens cloths.将女士和男士的衣物分开6. Never unpack cosmetics or toiletries unless the guest specifically asks you to. (In this ease, write in the guest history). Pl

18、ace the toiletry bag(s) in the bathroom(s) that the guest prefers. Ask the guest what they prefer.不要拆包化妆品，除非客人特别要求（在这一环节，写下客人的历史纪录）。将化妆品放在客人的浴室，问客人的喜好？7. If you find dirty laundry in the suitcase place it in the InterContinental Chongqing laundry bag and ask the guest if they would like you to take

19、it to be laundered.如果发现脏的衣物，将其放在酒店的洗衣袋里，问客人是否需要带去洗涤。If there are several pieces of luggage, call the bellman to place them in storage until the guest is ready to check out.如果有几件行李，叫行李员放在储存间，到客人离店时取出When unpacking, where should the suitcase be placed?拆包时，行李箱应该被放在哪里？Should toiletries be unpacked?化妆包药拆吗？5) Follow up Enter into profile跟进- 录入客人喜好After each pa