STANDARD OPERATING PROCEDURE
标准操作程序
TURNDOWN SERVICE
开床服务
Task Number
务号：
HKFL0032
Department
部门：
Housekeeping
客房部
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
I like to have my room prepared when coming home this gives me the feeling that the hotel takes care of me It saves me time in turning down the bedspread and closing the blinds
回家时候希房间整理代表非常受重视节约开床罩拉拢厚帘时间
Time to Train
培训时间：
25 minutes
25分钟
Why is this task important for you and our guests
什项务您客重
Answers
回答：
1 We can increase our GSTS score提高客满意指数
2 I can show my professionalism够展示专业
3 I want to make our guests feel comfortable会客感觉舒适
4 I want to show our guests that we take care when coming to their guest room after a hard day’s work展示客关心天辛苦工作天回房间
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Preparation
准备
Prepare maid’s baskettrolley with linen and amenities
准备装品布草服务清洁篮工作车
Linen布草
Pillow cases枕套
Duvet cover套
Bed sheets床单
Amenities客品
Shower gel淋浴露
Shampoo香波
Conditioner护发素
Lotion洗液
Shower cap box浴帽
Sanitary Bag box卫生袋
Toothbrush an past box牙刷牙膏
Comb梳子
Razor and shaving cream剃须刀剃须膏
Fill the ice container with ice cubes from the ice machine where applicable
制冰机里面冰块装冰桶里面
What do I have to prepare
需准备写什
What do I have to bring to the guest room
客房间应准备什
Do I really need to bring ice
否必需准备冰块
2) Enter guest room
进入房间
Follow standard procedure
根程序
What is it
什
3) Provide turn down service
提供开床服务
If the guest is inside greet guest and say
果客房间客问候
MadameSir I am xxx from Housekeeping sorry to disturb you may I turn down your bed
女士先生XXX 客房服务员起扰您您开夜床
Collect all used glasscup and exchange with glasses from the pantry Do not wash glasses in front of guest
工作间房间客脏玻璃杯茶杯换掉千万着客面清洗杯子
Why do I have to greet the guest
什需客问候
DRILL LANGUAGE
标准语言
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
Empty the rubbish bin
倒空垃圾桶
Turn down the bed by
开床
1 Fold and store bed runner or bed spread and cushions inside the closet
床罩床尾垫折叠起放进衣柜里面
2 Lift corner of quilt near the telephone and fold the corner into a triangle
电话边床角翻起折成90度三角型
3 Straighten and place pillow neatly on the bed Ensure pillow case opening is facing inwards枕套弄放床确保枕头开口里(床)床应该2卫生间2窗户
4 Place breakfast menu card on the folded quilt at an angle
早餐卡放折叠子面
5 Place GSTS card on the breakfast menu if the guest is checking out the next day
果客第二天退房客意见书放早餐卡面
6 Place turndown gift on the center of the pillow
开床礼物放枕头中央
7 Place foot mat in front of the bed together with a pair of slippers(according the nr of pax occupied in the guest room)
根客数量拖鞋放床前巾面
Note The Childrens Doorknobmenu is to be placed on top of the regular breakfast menu in case there is child staying in the guest room
果童入住童早餐卡应放普通早餐卡面
Is there a set way of turning a bed down
开床
Where do I have to store the bed spread runner and cushions
床罩床尾垫放什位置
Why do I have to straighten the pillow and duvet
什需枕头子弄﹗
Why does the guest need a breakfast menu card
什客需早餐卡﹗
What do I do if cards are scuffed
果早餐卡损坏该处理
Why do I need to place GSTS card on the bed Do I do this for every room – even long stayers
什需放客意见书间房需样做甚长住客
Why does the guest need a turndown gift
什客需开床礼品
What is the purpose of the foot mat
巾途什
Do children need special treatment
孩需特殊遇
Why is the curtain position in the night different
什窗帘晚会样
Why does the Bathroom need to be tidied up
什卫生间需新整理
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
Close day and night curtains Ensure that they are properly closed and there is no gap
纱帘厚帘拉确保没缝隙(厚帘两边沾合起)
Bathroom卫生间
1 Tidy up the bathroom
清洁卫生间
2 Close the shower curtain half way and place bath mat on the floor in front of the bathtub
浴帘展开半(放进浴缸)巾放浴缸前方
3 Replace all used amenities
补充客品
Return to the guest room to ensure nothing has been missed out
重新核实客房间没遗漏
Leave the bedside table light on as well as soft TV music or as per your hotel standard
根酒店标准床头灯电视调柔音乐
Why do I need to place the bathmat
Why do I need to close the curtains half way
什需浴帘拉半
Why do I need to replace the amenities
什需补充客品
Why do I have to double check
什需次检查
Why do I need to leave the light and the radio on什需床头灯开收音机开(音量应15)
4）Leave the guest room
离开客房间
If guest is in the room say
果客房间说
My name is …… if you need any assistance please do not hesitate to contact me Good night
名字果您需帮助请(直接拨分机0)联系门祝您晚安
MadamSir have a pleasant evening
女士先生祝愿晚安
Fill up the Turndown report time in and out number of guest and other remarks
开床表写进出房间时间杂项
DRILL LANGUAGE Is it necessary to provide your name
标准语言告诉客您名字重
Why do I need to report the time in out
什需记录进出房间时间
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
5) DND or guest refuses turn down service
DND客拒绝服务客
Record time the guest refused service on your report
工作表面记录拒绝服务时间
For DND rooms record the time on your report when all rooms are finished go back to DND room to check if the room can be serviced later
工作表做记录外完成房间开床应重新检查否客然DND
If the DND sign is still on slip a Privacy Card under the door which says that if you would like your room to be made please call our Guest Service Center
果然DND应门塞进请勿扰卡(晚2200)指客果需房间清洁等请直接通知宾客服务中心
Why do I need to report DND rooms
什需汇报DND房间
Why do I need to go back to check
什需重新检查
Why do I need to put a Privacy card below the door
什需塞免扰卡
4) Report defects
汇报工程问题
To report immediately of any maintenance problem is found while cleaning
时汇报清洁程中发现工程问题
Why do I have to report immediately
什需时汇报工程问题
Summary questions
问题概述：
1 What is important about the turn down service开床重性什
2 How long should a turndown service take in a standard room A suite开床需长时间套房
3 Why are the steps in turning down a bed开床步骤什
4 What must I attend to in the bathroom卫生间应注意什
5 After I perform my turndown service what do I check for How long should the check take开完床应该检查什事情需长时间检查
6 How do I handle a DND room处理DND房间
7 What must I do if the guest refuses turndown service什事情必需做果客拒绝服务
8 Do I need to report defects to HK or can I report this defect immediately to POMEC Should I advise the guest that the defect has been reported客房部汇报工作中发现工程问题直接想工程部需告诉客工程问题已汇报
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实践操作做测试
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STANDARD OPERATING PROCEDURE
标准操作程序
TURNDOWN SERVICE
开床服务
Task Number
务号：
HKFL0032
Department
部门：
Housekeeping
客房部
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
I like to have my room prepared when coming home this gives me the feeling that the hotel takes care of me It saves me time in turning down the bedspread and closing the blinds
回家时候希房间整理代表非常受重视节约开床罩拉拢厚帘时间
Time to Train
培训时间：
25 minutes
25分钟
Why is this task important for you and our guests
什项务您客重
Answers
回答：
1 We can increase our GSTS score提高客满意指数
2 I can show my professionalism够展示专业
3 I want to make our guests feel comfortable会客感觉舒适
4 I want to show our guests that we take care when coming to their guest room after a hard day’s work展示客关心天辛苦工作天回房间
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Preparation
准备
Prepare maid’s baskettrolley with linen and amenities
准备装品布草服务清洁篮工作车
Linen布草
Pillow cases枕套
Duvet cover套
Bed sheets床单
Amenities客品
Shower gel淋浴露
Shampoo香波
Conditioner护发素
Lotion洗液
Shower cap box浴帽
Sanitary Bag box卫生袋
Toothbrush an past box牙刷牙膏
Comb梳子
Razor and shaving cream剃须刀剃须膏
Fill the ice container with ice cubes from the ice machine where applicable
制冰机里面冰块装冰桶里面
What do I have to prepare
需准备写什
What do I have to bring to the guest room
客房间应准备什
Do I really need to bring ice
否必需准备冰块
2) Enter guest room
进入房间
Follow standard procedure
根程序
What is it
什
3) Provide turn down service
提供开床服务
If the guest is inside greet guest and say
果客房间客问候
MadameSir I am xxx from Housekeeping sorry to disturb you may I turn down your bed
女士先生XXX 客房服务员起扰您您开夜床
Collect all used glasscup and exchange with glasses from the pantry Do not wash glasses in front of guest
工作间房间客脏玻璃杯茶杯换掉千万着客面清洗杯子
Why do I have to greet the guest
什需客问候
DRILL LANGUAGE
标准语言
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
Empty the rubbish bin
倒空垃圾桶
Turn down the bed by
开床
1 Fold and store bed runner or bed spread and cushions inside the closet
床罩床尾垫折叠起放进衣柜里面
2 Lift corner of quilt near the telephone and fold the corner into a triangle
电话边床角翻起折成90度三角型
3 Straighten and place pillow neatly on the bed Ensure pillow case opening is facing inwards枕套弄放床确保枕头开口里(床)床应该2卫生间2窗户
4 Place breakfast menu card on the folded quilt at an angle
早餐卡放折叠子面
5 Place GSTS card on the breakfast menu if the guest is checking out the next day
果客第二天退房客意见书放早餐卡面
6 Place turndown gift on the center of the pillow
开床礼物放枕头中央
7 Place foot mat in front of the bed together with a pair of slippers(according the nr of pax occupied in the guest room)
根客数量拖鞋放床前巾面
Note The Childrens Doorknobmenu is to be placed on top of the regular breakfast menu in case there is child staying in the guest room
果童入住童早餐卡应放普通早餐卡面
Is there a set way of turning a bed down
开床
Where do I have to store the bed spread runner and cushions
床罩床尾垫放什位置
Why do I have to straighten the pillow and duvet
什需枕头子弄﹗
Why does the guest need a breakfast menu card
什客需早餐卡﹗
What do I do if cards are scuffed
果早餐卡损坏该处理
Why do I need to place GSTS card on the bed Do I do this for every room – even long stayers
什需放客意见书间房需样做甚长住客
Why does the guest need a turndown gift
什客需开床礼品
What is the purpose of the foot mat
巾途什
Do children need special treatment
孩需特殊遇
Why is the curtain position in the night different
什窗帘晚会样
Why does the Bathroom need to be tidied up
什卫生间需新整理
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
Close day and night curtains Ensure that they are properly closed and there is no gap
纱帘厚帘拉确保没缝隙(厚帘两边沾合起)
Bathroom卫生间
1 Tidy up the bathroom
清洁卫生间
2 Close the shower curtain half way and place bath mat on the floor in front of the bathtub
浴帘展开半(放进浴缸)巾放浴缸前方
3 Replace all used amenities
补充客品
Return to the guest room to ensure nothing has been missed out
重新核实客房间没遗漏
Leave the bedside table light on as well as soft TV music or as per your hotel standard
根酒店标准床头灯电视调柔音乐
Why do I need to place the bathmat
Why do I need to close the curtains half way
什需浴帘拉半
Why do I need to replace the amenities
什需补充客品
Why do I have to double check
什需次检查
Why do I need to leave the light and the radio on什需床头灯开收音机开(音量应15)
4）Leave the guest room
离开客房间
If guest is in the room say
果客房间说
My name is …… if you need any assistance please do not hesitate to contact me Good night
名字果您需帮助请(直接拨分机0)联系门祝您晚安
MadamSir have a pleasant evening
女士先生祝愿晚安
Fill up the Turndown report time in and out number of guest and other remarks
开床表写进出房间时间杂项
DRILL LANGUAGE Is it necessary to provide your name
标准语言告诉客您名字重
Why do I need to report the time in out
什需记录进出房间时间
WHAT STEPS
步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
5) DND or guest refuses turn down service
DND客拒绝服务客
Record time the guest refused service on your report
工作表面记录拒绝服务时间
For DND rooms record the time on your report when all rooms are finished go back to DND room to check if the room can be serviced later
工作表做记录外完成房间开床应重新检查否客然DND
If the DND sign is still on slip a Privacy Card under the door which says that if you would like your room to be made please call our Guest Service Center
果然DND应门塞进请勿扰卡(晚2200)指客果需房间清洁等请直接通知宾客服务中心
Why do I need to report DND rooms
什需汇报DND房间
Why do I need to go back to check
什需重新检查
Why do I need to put a Privacy card below the door
什需塞免扰卡
4) Report defects
汇报工程问题
To report immediately of any maintenance problem is found while cleaning
时汇报清洁程中发现工程问题
Why do I have to report immediately
什需时汇报工程问题
Summary questions
问题概述：
1 What is important about the turn down service开床重性什
2 How long should a turndown service take in a standard room A suite开床需长时间套房
3 Why are the steps in turning down a bed开床步骤什
4 What must I attend to in the bathroom卫生间应注意什
5 After I perform my turndown service what do I check for How long should the check take开完床应该检查什事情需长时间检查
6 How do I handle a DND room处理DND房间
7 What must I do if the guest refuses turndown service什事情必需做果客拒绝服务
8 Do I need to report defects to HK or can I report this defect immediately to POMEC Should I advise the guest that the defect has been reported客房部汇报工作中发现工程问题直接想工程部需告诉客工程问题已汇报
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实践操作做测试
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档