酒店客衣寄存服务操作标准（中英文）资料.doc

酒店客衣寄存服务操作标准Guest Expectation 客人期望:I appreciate additional services the Hotel provides such as Laundry Deposit which enables me to travel lightly and collect my laundry items on my return to the hotel at a later date.我很喜欢酒店提供的附加服务如洗衣存放，它让我能够轻便的旅行，而且在我第二天回到酒店后洗衣已被送回我的房间Why is this task important for you and our guests?为什么这个任务对你及我们的客人都如此重要？Answers: 回答：1. I understand additional service is Laundry Deposit, which means we keep their Laundry until the guest returns.我了解附加服务是洗衣寄存，就是说我们将为客人保存他们的洗衣直到他们回来。

2. It is my responsibility, that guests can rely on our service and we will give Laundry back as the guest expects.我的责任是客人依赖我们的服务，我们也能在客人期望的时间内送还洗衣3. This shows our professionalism.这体现了我们的专业水准4. This can increase our GSTS.这能提高我们的对客服务质量STEPS步骤How /Standards标准1) Guest asked to deposit his / her laundry, and check out for long or short travel.客人要求存放洗衣，然后结账,去长/短期旅行Proceed with the Laundry service as usual. 像平常一样继续进行洗衣服务2) Fill in the deposit logbook.填写寄存工作本 Record 记录- date 日期- room number房号- Guest’s name客人名字- given marking标记- the number of hangers衣架编号 the number of bags衣袋编号- posting or not.是否放置- date of guest return客人返回日期Give this information to FO to ensure delivery on arrival day. 将此信息与前台核实确定在客人到达后客衣的送还。

3) Storing Laundry保管洗衣 If the guest checks-out before Posting, keep the full set of Laundry lists attached to the cleaned laundry waiting for the Guest to re-check in. 如果客人在将衣物送洗后结账离开，将所有的洗衣单信息保存，等待客人再次入住酒店 Make a record in the deposit logbook (including the date of the guests’ return). 记录在寄存工作本上（包括客人返回的时间） Store laundry in the wardrobe; carefully and properly make sure this is done in a dry area.小心将洗衣寄存在衣橱，确保衣服存放在干燥的位置 Keep the laundry list with the posting list together.将洗衣单与寄存单放在一起 4) Checking检查Check the wardrobe weekly, to ensure it is clean and in good condition and that mould or mildew hasn’t formed. 每周检查衣橱确保它的干净，没有霉菌生成。

5) Delivering递送If the guest maintains the room, return the Laundry to the guest room. 如果客人在房间中，将洗衣送还到客人房间If the room is double locked, call Security to help you with the Laundry return. 如果房间是反锁的，打给保安客人回来后通知你When the guest returns and requests the laundry to be delivered, take out the laundry, check the laundry‘s condition and deliver it to the new room. 当客人回房后要求洗衣送回，取出洗衣，查看洗衣的情况然后将它送回客人的房间 6) Posting寄存Posting as normal Service. NO additional charge. 寄存是平常服务，没有附加费用Post Laundry to the new guest folio. 将洗衣寄存，编码If the guest keeps his room, post to the current room.如果客人在他的房间，送回正确的房间7) Identify鉴别Make sure laundry is identified by the guest’s Name and Not Room Number. 确定洗衣是由客人的姓名而不是房间号鉴别Summary questions：摘要问题：1. What is important when recording “Deposit Laundry”? 填写“寄存洗衣”时什么是最重要的？2. What happens if I store the Laundry in a damp area? 当我把衣物寄存到一个潮湿的地方将会怎么样？3. Is it possible that the guest may keep their room? 客人有可能在房间时怎么办？4. What is the procedure for returning Laundry when the Guest maintains their room?当客人在房间时，我们归还客衣的程序有哪些？5. And when the guest changes room on their return? 客人回来后什么时候转换房间？6. Where do I have to keep the Laundry list? 我们把洗衣单放在哪？7. How do I identify the Guest’s Laundry? 怎样鉴别客人的洗衣？。