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1、STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序Task Number :任務(wù)號(hào)：HKFL-0028Department :部門：Housekeeping 客房部Date Issued:制定日期：August 2005 2005年8月GuestExpectation :客人期望：It is important that I can see that towels are always folded the same way. This gives me confi( that towels are checked for cleanliness each day. It a
2、lso assists with my rou ti especially early in the morning.我希望看到毛巾總是折疊整齊并 T .這能讓我感覺(jué)到它們每天都會(huì)被檢查清理.這能為 我特別是早上提供極大的方便.TIME TO TRAIN :培訓(xùn)時(shí)間：25 minutes25分鐘FOLDING GUEST TOWELS折疊毛巾Why is this task important for you and our guests? 為什么這項(xiàng)認(rèn)為對(duì)你及我們的客人都如此重要enceAnswers:回答：1. We can increase our GSTS scor或能提高客人對(duì)我們的
3、評(píng)價(jià).2. I can show my professionalism 我體現(xiàn)出了 我的專業(yè)水準(zhǔn).3. I want to make our guests feel comfortable.我必須讓我們的客人感覺(jué)很舒適WHAT/ STEPS步驟HOW/ standards標(biāo)準(zhǔn)training questions 培訓(xùn)1問(wèn)題1) Fold towels折疊毛巾Cut off excess thread coming from clean towels. 男十凈毛巾的線頭Check to ensure there are no stains or hair on clean towels.檢查和確
4、保毛巾上卸尢污點(diǎn)和毛發(fā)Start from the top of the bundle and fold the towel, checking to ensure the right side is up:從捆綁的頂部開始，折疊毛巾檢查確保正確的一邊 是放在頂上的.Bath towels:浴巾- fold in 3 parts, logo facing the front.折成 3折，商 標(biāo)朝外Hand towels:中巾fold in 3 parts, logo facing the front 折成 3 折,商標(biāo)朝 外Face towels:小方巾- will be rolled and
5、 placed on the amenity tray 捆成 掠并放在用用品盤內(nèi)Bathmat:地巾：fold in 3 parts, logo facing to the front 折成 3 折，商標(biāo) 朝外PHOTO#1Why do I need to cut off thread?為什么需要將線頭朝外？Why do I need to check about stains?為什么需要檢查污點(diǎn)？How do I have to fold a bath and hand towel? 如何折疊浴巾和中巾？How do I have to fold a face towel?如何折疊小方巾？H
6、ow do I have to fold a bath mat如何折疊地巾？2) Maintenance 工程問(wèn)題If you find any damages on Towels, bring towels to the HK office.如果您發(fā)現(xiàn)毛巾是破的，將其拿到辦公室（千刃不要 補(bǔ)充進(jìn)房間）Large towels can be reused for smaller towels.打巾可以改為小方巾用）Why do we repair towels? 為什么需修補(bǔ)毛巾？Summary questions:問(wèn)題概述:1. What is important about folding
7、 towels?折疊毛巾的重要性 ？2. Can I reuse damaged towels能夠使用破損的毛巾嗎 ？3. What do IdoifI find towels which have excess threads飲口果發(fā)現(xiàn)毛巾上面有線頭應(yīng)怎樣做？4. What do I do if I find towels which are stained or have holes? 如果發(fā)現(xiàn)毛巾上面有污點(diǎn)應(yīng)怎樣做5. Whorepairstowels?誰(shuí)負(fù)責(zé)修補(bǔ)毛巾？6. What does the hotel do with towels which can not be repaired?酉店將如何處理不能修補(bǔ)的毛巾Now ask the trainee to practice the task from start to end to test competency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測(cè)試PHOTO INDEX #1
Foldingguesttowels折疊毛巾
