希尔顿酒店送洗衣标准操作(中英文）资料.doc

希尔顿酒店送洗衣标准操作部门：客房部 职位：行政楼层服务员任务号：行政楼层016 任务：送洗衣 装备要求： 做什么 怎么做 为什么 1. 准备2. 检查3. 记录4. 放置5. 进入客房找出标记号和房间号检查衣橱，收集已打包的洗衣根据洗衣单检查衣物，包括房号、标识、衣架个数和袋子个数准确清楚地填写运送记录本，以便查看将衣架放到杆上，注意不要用衣钩对着自己将洗衣送回客人房间非常有礼貌地按门铃三次，或是敲门三次，并说：“洗衣服务，我可以近来吗？”若客人开门，应向客人问候满足客人的需求，以更有专业有效的方式，为客人服务防止错误运送的发生，避免潜在的投诉保证洁净的洗衣完好无损，体现我们对客人的尊重。

尊重客人以及隐私小心地将篮子放到空位上确保衣架与袋子的放置是与它们的房号是相符的尊重、关心客人、向客人问候6. 离开7. 填表早上好 / 中午好，如可能的话请称呼他 / 她的姓名，若客人不在房间，在下午3：00到7：00，可以用洗衣房的楼层万能要是开门，在其它时候，由客房服务员开门篮子放在床尾衣架应放在衣橱里，挂在衣杆上，不要让衣钩对着自己，并保持衣橱门半开着没有必要叫客人在收洗衣的时候签名，放在衣物后，服务员应该离开房间无论何时，无论客人在不在房间，都应尽快完成此项服务服务员为送衣工开门必须在送衣记录上签名如实、正确地填写宾客洗衣控制单有礼貌地体现我们的专业水准和对客人的关注准备一个记录好的记录本，以备参考DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 016 TASK: Guest Laundry DeliveringEQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY1. Preparing2. Checking3. Recording4. LoadingCheck the “guest laundry control sheet”. To find out marking number and room number.Check pigeon hole and railing to collect finished packing laundry.Check the laundry according to the laundry list and holder, including, room number, mark, hangers pieces, bags pieces.Fill the delivery log book properly and clearly to be easily referred to.Put hangers on the railing, notice that hook`s open side should not be facing you. Baskets put into slot carefully. Make sure both hangers and bags loading should be basedf on their room number.Deliver the laundry back to guest`s rom.Be aware of courtesy, respect, push door bell button, 3 rings or knock the door 3 times saying:Laundry service, may I come in?If door opened by guest, you hove to greet the guest saying.To meet guest`s needs and to serve to gteh guest in a professional and effi8cient way.To prevent any mis – deliver an to prevent any guest complaint potentially.To maintain the cleaned laundry in good condition to show our respect to the guest.To respect the guest and respect guest`s pricacy.Respect and care for our guest, and greet the guest.PREPARED BY: Kevin LeesAPPROVED BY: Peter Forsyth6. Leaving7. Form fillingGood morning / afternoon / evening, and state his / her name if possible. If the guest is not in the room, open the door with key. (laundry`s floor master key) available from 15:00 – 19:00, at other time, GSA floor will open the door for laundry staff.Basket to be placed at the end of the bed.Hangers be placed into wardrobe, hung on the rod. Make sure hook`s open side not facing you, and keep the door partially open.It is not necessary to ask guest to sign on the laundry for receiving laundry. After placing the laundry, valet runner should leave the room.As soon as pollible whenever the guest is in the room on not.Room attendant open door fro valet runner must sign his / her name on the delivery book.Fill the “guest laundry control sheet” honestly and properly.In a courtesy way to show our professional service standard and guest care value.To prepare a well recorded log book to await guest`s reference.。