酒店客房培训--011开床服务Turn-down-service

1、STANDARDOPERATINGPROCEDURE标准操作程序TURNDOWNSERVICE开床服务TASKNUMBER:任务号：Department:部门：DATEISSUED：制定日期：GUESTEXPECTATION客人期望：HKFL-0032Housekeeping客房部August202011年8月Iliketohavemyroompreparedwhencominghome,thisgivesmethefeelingthatthehoteltakescareofme.Itsavesmetimeinturningdownthebedspreadandclosingtheblinds

2、在我回家的时候希望我的房间得到整理，这代表我非常受重视，将为我节约了拿开床罩和拉拢厚帘的时间TIMETOTRAIN:培训时间：25minutes25分钟Whyisthistaskimportantforyouandourguests?为什么此项任务对您和客人如此重要？Answers:回答：1. WecanincreaseourGSTSscores提高客人的满意指数2. Icanshowmyprofessionalism.能够展示我们的专业3. Iwanttomakeourguestsfeelcomfortable会让我们的客人感觉舒适4. Iwanttoshowourguests,thatwe

3、takecarewhencomingtotheirguestroomafterahardday'sw我们展示给我们对客人的关心，在他一天辛苦的工作一天后回到房间，WHAT/STEPS步骤HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训问题1)Preparation准备Preparemaid'sbasket/trolleywithlinenandameni准备好装好用品和布草的服务清洁篮/工作车Linen:布草-Pillowcases枕套- Duvetcover被套-Bedsheets床单Amenities:客用品-Showergel淋浴露-Shamp

4、oo香波-Conditioner护发素-Lotion洗液- Showercapbox浴帽- SanitaryBagbox卫生袋- Toothbrushanpastbox牙刷和牙膏-Comb梳子- Razorandshavingcream剃须刀和剃须膏Filltheicecontainerwithicecubesfromtheicemachinewhereapplicable.从制冰机里面将冰块装在冰桶里面tidW/hatdoIhavetoprepare?需要准备写什么？WhatdoIhavetobringtotheguestroom?为客人房间应准备些什么？DoIreallyneedtobri

5、ngice?是否必需准备冰块？2)Enterguestroom进入房间Followstandardprocedure根据程序Whatisit?是什么？3)Provideturndownservice提供开床服务Iftheguestisinside,greetguestandsay,如果客人在房间，向客人问候：“Madame/Sir,IamxxfromHousekeeping,sorrytodisturbyou,mayIturndownyourbed?”女士/先生，我是XXX,是客房服务员，对不起，打扰您了，我能为您开夜床吗？Collectallusedglass/cupandexchangew

6、ithglassesfromthepantry.Donotwashglassesinfrontofguest.从工作间将房间客人用过脏的玻璃杯/茶杯换掉，千万不要当着客人的面清洗杯子Emptytherubbishbin.倒空垃圾桶WhydoIhavetogreettheguest?为什么需要向客人问候？DRILLLANGUAGE标准语言:Isthereasetwayofturningabeddown?WHAT/STEPS步骤HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训问题Turndownthebedby:这是如何开床吗？开床WheredoIhavetostore

7、thebedspread,runnerand1.Foldandstorebedrunnerorbedspreadandcushions?cushionsinsidethecloset.将床卓或床尾垫放在什么位置？将床罩或床尾垫折叠起来放进衣柜里面2.Liftcornerofquiltnearthetelephoneandfoldthecornerintoatriangle.将靠近电话一边的床角翻起来折成90度的三WhydoIhavetostraightenthepillowandduvet?为什么需要将枕头和被子弄平！角型Whydoestheguestneedabreakfastmenucar

8、d?3.Straightenandplacepillowneatlyonthebed.为什么客人需要早餐卡！Ensurepillowcaseopeningisfacinginwards将枕WhatdoIdoifcardsarescuffed?套弄平放在床上，确保枕头的开口是朝里（大床）小床应该是2个朝卫生间,2个朝窗户如果早餐卡损坏了该如何处理？WhydoIneedtoplaceGSTScardonthebed?Do4.PlacebreakfastmenucardonthefoldedquiltatanIdothisforeveryroom-evenlongstayers?angle.为什么需

9、要放客人意见书，是每间房都需要这样将早餐卡放在折叠的被子上面做吗，甚至长住客？5.PlaceGSTScardonthebreakfastmenuiftheguestWhydoestheguestneedaturndowngift?ischeckingoutthenextday.如果客人第二天退房将客人意见书放在早餐为什么客人需要开床礼品？卡上面Whatisthepurposeofthefootmat?地巾的用途是什么？6.Placeturndowngiftonthecenterofthepillow将开床小礼物放在枕头的中央Dochildrenneedspecialtreatment?7.Pl

10、acefootmatinfrontofthebedtogetherwitha小孩需要其他特殊的待遇吗？pairofslippers.(accordingthenr.ofpaxoccupiedintheguestroom)根据客人的数量将拖鞋放在床前的地巾上面Whyisthecurtainpositioninthenightdifferent?为什么窗帘在晚上会不一样？Note:TheChildrensDoorknob-menuistobeplacedontopoftheregularbreakfastmenuincasethereischildstayingintheguestroom.Why

11、doestheBathroomneedtobetidiedup?如果有儿童入住，儿童早餐卡应放在普通早餐卡上为什么卫生间需要从新整理？面WhydoIneedtoplacethebathmat?WhydoIneedtoclosethecurtainshalfway?Closedayandnightcurtains.Ensurethattheyare为什么需要只将浴帘拉一半？properlyclosedandthereisnogap.WhydoIneedtoreplacetheamenities?将纱帘和厚帘拉好，确保没有缝隙（将厚帘的两边沾合在一起）为什么需要补充客用品？WHAT/STEPS步骤

12、HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训问题Bathroom:卫生间1. Tidyupthebathroom.清洁好卫生间2. Closetheshowercurtainhalfwayandplacebathmatonthefloorinfrontofthebathtub将浴帘展开一半（放进浴缸）并将地巾放在浴缸的前方3. Replaceallusedamenities.补充所有的客人用品Returntotheguestroomtoensurenothinghasbeenmissedout.重新核实客人房间没有任何遗漏Leavethebedsidetable

13、lightonaswellassoftTVmusicorasperyourhotelstandard.根据酒店的标准将床头灯和电视调至柔和的音乐WhydoIhavetodoublecheck?为什么需要在次检查？WhydoIneedtoleavethelightandtheradioon?为什么需要将床头灯打开并将收音机打开（音量应为15）4）Leavetheguestroom离开客人的房间Ifguestisintheroom,say:如果客人在房间，说：Mynameis,ifyouneedanyassistanee,pdonothesitatetocontactme,Goodnight,我的

14、名字是，如果您需要帮助，请（直接拨打分机0）联系我门，祝您晚安，Madam/Sir,haveapleasantevening.”女士/先生,祝愿你们晚安FilluptheTurndownreport,timeinandout,numberofguestandotherremarks.在开床表上写上进出房间的时间和其它杂项egsLLLANGUAGE.Isitnecessarytoprovideyourname?标准语言，告诉客人您的名字这重要吗？WhydoIneedtoreportthetimeinout?为什么需要记录进出房间的时间？5）DNDorguestrefusesturndownser

15、viceDND客人或是拒绝服务的客人Recordtimetheguestrefusedserviceonyourreport.在工作表上面记录好拒绝服务的时间ForDNDrooms,recordthetimeonyourreport,whenallroomsarefinished,gobacktoDNDroomtocheckiftheroomcanbeservicedlater.除了在工作表上做好记录外在完成其他房间开床WhydoIneedtoreportDNDrooms?为什么需要汇报DND房间？WhydoIneedtogobacktocheck?为什么需要重新检查？WHAT/STEPS步骤

16、HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训问题后应重新去检查是否客人仍然还是DNDIftheDNDsignisstillon,slipa“Punderthedoorwhichsays,thatifyouwouldlikeyourroomtobemade,pleasecallourGuestServiceCenter.如果仍然是DND应从门下塞进请勿打扰卡（在晚上22:00）是指客人如果需要房间清洁等请直接通知宾客服务中心iW即dCdraeedto'putaPrivacycardbelowthedoor?为什么需要塞”免打扰卡”？4）Reportdefe

17、cts汇报工程问题Toreportimmediatelyofanymaintenanceproblemisfoundwhilecleaning.及时汇报清洁过程中发现的工程问题WhydoIhavetoreportimmediately?为什么需要及时汇报工程问题？Summaryquestions:问题概述：1. Whatisimportantabouttheturndownservice?开床的重要性是什么？2. Howlongshouldaturndownservicetakeinastandardroom?Asuite开床需要多长的时间，套房？3. Whyarethestepsinturningdownabed?开床的步骤是什么？4. WhatmustIattendtointhebathroom?卫生间应注意什么？5. AfterIperformmyturndownservice,whatdoIcheckfor?Howlongshouldthechecktake?开完床后我应该检查什么事情，需要多长时间去检查？6. HowdoIhandleaDNDroom?如何处理DND房间？7. WhatmustIdoiftheguestrefusesturnd