酒店房态检查标准操作-(中英文).doc

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酒店房态检查标准操作
Why is this task important for you and our guests?
为什么此项工作任务对您和客人如此重要?
Answers:
回答：
1. It is important that our guests can see our cleanliness at the right time.我们的客人能够感觉到及时为他清洁房间的重要性
2. We are not vesting our time on making up a room for staying guests.我们应及时清洁住客房间
3. We can increase our GSTS score.能够提升客人意愿调查系统的得分

WHAT/ STEPS
步骤
HOW/ STANDARDS
如何做/标准

1) Check room status检查房态

Check the room status on your report and proceed to the floor.进入楼层后检查和汇报房态

Check all vacant and out-of-order rooms.检查所有的空房和坏房

Check all occupied rooms for guest laundry as well as mini- bar consumption. 检查所有的住人房,同时检查客人的洗衣和酒水消费

If guest room is DND, note down in the work sheet and check later.如果有客人挂有“请勿打扰”应在工作表上做好记录且晚一点再次去检查

2) Discrepancy出差异

Fill in the correct status in the work sheet, to inform Housekeeping office immediately of any discrepancy. 在工作表上填写正确的房态并且立即将差异房态通知客房办公室

Make sure that the actual room status is the same as your report.确保实际房态和您汇报的房态是一致的

If luggage is found in a vacant clean room note this on your work sheet and inform Duty Manager to follow up immediately.如果在空房内发现有行李,应立即通知大堂副理并在工作表上做好记录

If you find a guest in a vacant room, greet the guest politely and apologize for disturbing the guest. Introduce yourself and ask the guest if he needs any assistance. 如果你在空房内发现客人,礼貌的向客人问候并向被打扰的客人表示道歉并介绍您自己和告诉客人是否需要帮助

“

Call Duty Manager to follow up on situation.这种情况应通知大堂副理来处理

If the room is occupied and guest has not slept in the room, you have to inform the Housekeeping office for follow up with Front Office. 如果房态是住人房但是客人又没有入住,这种情况我们,应及时通知客房办公室与前台协调

I

Note on your work sheet and again inform the Duty manager.在工作表上做好记录并通知大堂副理

Summary questions:
问题概述

1. What is important when comparing the report with the room status?在房态出现了差异时最重要的事情是什么
2. What can be possible discrepancies?会出现什么情况下的差异
3. What is a Skipper?什么是逃帐客人
4. What is a Sleep out 什么是外宿客人
5. What do you need to do in Emergency? 在紧急情况时应做什么事情?

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