1、国际酒店管理资料客房标准操作程序Hotel Room Management Training Manual国际酒店客房手册International Hotel Room Handbook酒店客房的重要性：负责组织和安排客房和公共区域的清扫工作，督导、培训和考核下属员工按标准和流程实施清扫和服务工作，确保酒店客房干净与设施完好，满足客人的服务需求，并负责客房物品的管理，协助工程人员完成客房和公共区域的维修项目。按标准要求负责清扫整理客房和楼层公共区域，为客人提供干净安全的客房和环境，满足客人正当合理的服务需求，负责本区域安全工作。负责酒店公共区域的卫生保洁及保养工作，为客人营造干净、温馨、舒适
2、的环境，保持酒店环境的美观，满足酒店服务要求1. 贯彻执行店总的经营管理指令，向店总负责并报告工作；2. 根据酒店确定的经营方针和目标，负责编制客房部预算，制订各项业务计划，并有效组织实施与监控，实现预期目标；3. 以市场为导向，研究并掌握市场的变化和发展情况，适时调整经营策略，努力创收，坚持以部门为成本中心的方针，严格控制成本，降低消耗，以最小的成本获取最大的经济效益；STANDARD OPERATING PROCEDURE标准操作程序TURNDOWN SERVICE开床服务Task Number: 任务号：HKFL-0032Department: 部门：Housekeeping客房部Dat
3、e Issued: 制定日期：Guest Expectation: 客人期望：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在我回家的时候希望我的房间得到整理,这代表我非常受重视,将为我节约了拿开床罩和拉拢厚帘的时间Time to Train: 培训时间：25 minutes 25分钟Wh
4、y is this task important for you and our guests?为什么此项任务对您和客人如此重要?Answers: 回答：1. We can increase our GSTS score.能提高客人的满意指数2. I can show my professionalism.能够展示我们的专业3. I want to make our guests feel comfortable.会让我们的客人感觉舒适4. I want to show our guests, that we take care when coming to their guest room
5、after a hard days work!我们展示给我们对客人的关心,在他一天辛苦的工作一天后回到房间,WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) Preparation准备Prepare maids basket/trolley with linen and amenities. 准备好装好用品和布草的服务清洁篮/工作车Linen:布草- Pillow cases枕套- Duvet cover被套- Bed sheets床单Amenities:客用品- Shower gel淋浴露- Shampoo香波- Condit
6、ioner护发素- Lotion洗液- Shower cap box浴帽- Sanitary Bag box卫生袋- Toothbrush an past box牙刷和牙膏- Comb梳子- Razor and shaving cream剃须刀和剃须膏Fill the ice container with ice cubes from the ice machine where applicable.从制冰机里面将冰块装在冰桶里面What do I have to prepare?需要准备写什么?What do I have to bring to the guest room?为客人房间应准
7、备些什么?Do I really need to bring ice?是否必需准备冰块?2) Enter guest room进入房间Follow standard procedure根据程序What is it?是什么?3) Provide turn down service提供开床服务If the guest is inside, greet guest and say, 如果客人在房间,向客人问候:“ Madame/Sir, I am xxx from Housekeeping, sorry to disturb you, may I turn down your bed?”女士/先生,
8、我是XXX, 是客房服务员,对不起,打扰您了,我能为您开夜床吗?Collect all used glass/cup and exchange with glasses from the pantry. Do not wash glasses in front of guest.从工作间将房间客人用过脏的玻璃杯/茶杯换掉,千万不要当着客人的面清洗杯子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.
9、 将床罩或床尾垫折叠起来放进衣柜里面2. Lift corner of quilt near the telephone and fold the corner into a triangle.将靠近电话一边的床角翻起来折成90度的三角型3. Straighten and place pillow neatly on the bed. Ensure pillow case opening is facing inwards.将枕套弄平放在床上,确保枕头的开口是朝里(大床)小床应该是2个朝卫生间,2个朝窗户4. Place breakfast menu card on the folded qu
10、ilt at an angle.将早餐卡放在折叠的被子上面5. Place GSTS card on the breakfast menu if the guest is checking out the next day. 如果客人第二天退房将客人意见书放在早餐卡上面6. Place turndown gift on the center of the pillow将开床小礼物放在枕头的中央7. Place foot mat in front of the bed together with a pair of slippers.(according the nr. of pax occup
11、ied in the guest room)根据客人的数量将拖鞋放在床前的地巾上面Note: The Childrens Doorknob-menu is to be placed on top of the regular breakfast menu in case there is child staying in the guest room.如果有儿童入住,儿童早餐卡应放在普通早餐卡上面Close day and night curtains. Ensure that they are properly closed and there is no gap.将纱帘和厚帘拉好,确保没有
12、缝隙(将厚帘的两边沾合在一起)Bathroom:卫生间1. Tidy up the bathroom.清洁好卫生间2. Close the shower curtain half way and place bath mat on the floor in front of the bathtub.将浴帘展开一半(放进浴缸)并将地巾放在浴缸的前方3. Replace all used amenities.补充所有的客人用品Return to the guest room to ensure nothing has been missed out. 重新核实客人房间没有任何遗漏Leave the
13、 bedside table light on as well as soft TV music or as per your hotel standard.根据酒店的标准将床头灯和电视调至柔和的音乐Why do I have to greet the guest?为什么需要向客人问候?DRILL LANGUAGE标准语言:Is there a set way of turning a bed down?这是如何开床吗?Where do I have to store the bed spread, runner and cushions?将床罩或床尾垫放在什么位置?Why do I have
14、 to straighten the pillow and duvet?为什么需要将枕头和被子弄平Why does the guest need a breakfast menu card? 为什么客人需要早餐卡 What do I do if cards are scuffed?如果早餐卡损坏了该如何处理?Why do I need to place GSTS card on the bed? Do I do this for every room even long stayers?为什么需要放客人意见书,是每间房都需要这样做吗,甚至长住客?Why does the guest need
15、a turndown gift?为什么客人需要开床礼品?What is the purpose of the foot mat?地巾的用途是什么?Do children need special treatment?小孩需要其他特殊的待遇吗?Why is the curtain position in the night different?为什么窗帘在晚上会不一样?Why does the Bathroom need to be tidied up?为什么卫生间需要从新整理?Why do I need to place the bathmat?Why do I need to close t
16、he curtains half way?为什么需要只将浴帘拉一半?Why do I need to replace the amenities?为什么需要补充客用品?Why do I have to double check?为什么需要在次检查?Why do I need to leave the light and the radio on?为什么需要将床头灯打开并将收音机打开(音量应为15)4）Leave the guest room离开客人的房间If guest is in the room, say:如果客人在房间,说: “My name is , if you need any a
17、ssistance, please do not hesitate to contact me, Good night, 我的名字是,如果您需要帮助,请(直接拨打分机0)联系我门,祝您晚安,Madam/Sir, have a pleasant evening.” 女士/先生,祝愿你们晚安Fill up the Turndown report, time in and out, number of guest and other remarks.在开床表上写上进出房间的时间和其它杂项DRILL LANGUAGE. Is it necessary to provide your name?标准语言
18、,告诉客人您的名字这重要吗?Why do I need to report the time in out?为什么需要记录进出房间的时间?5) DND or guest refuses turn down serviceDND客人或是拒绝服务的客人Record time the guest refused service on your report.在工作表上面记录好拒绝服务的时间For DND rooms, record the time on your report, when all rooms are finished, go back to DND room to check if
19、 the room can be serviced later.除了在工作表上做好记录外在完成其他房间开床后应重新去检查是否客人仍然还是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.如果仍然是DND应从门下塞进请勿打扰卡(在晚上22:00),是指客人如果需要房间清洁等请直接通知宾客服务中心Why do I need
20、 to report DND rooms?为什么需要汇报DND房间?Why do I need to go back to check?为什么需要重新检查?Why do I need to put a Privacy card below the door?为什么需要塞”免打扰卡”?4) Report defects汇报工程问题To report immediately of any maintenance problem is found while cleaning.及时汇报清洁过程中发现的工程问题Why do I have to report immediately?为什么需要及时汇报工
21、程问题?Summary questions: 问题概述：1. What is important about the turn down service?开床的重要性是什么?2. How long should a turndown service take in a standard room? A suite?开床需要多长的时间,套房?3. Why are the steps in turning down a bed?开床的步骤是什么?4. What must I attend to in the bathroom?卫生间应注意什么?5. After I perform my turnd
22、own service, what do I check for? How long should the check take?开完床后我应该检查什么事情,需要多长时间去检查?6. How do I handle a DND room?如何处理DND房间?7. What must I do if the guest refuses turndown service?什么事情必需做,如果客人拒绝服务?8. Do I need to report defects to HK or can I report this defect immediately to POMEC? Should I ad
23、vise the guest that the defect has been reported?是向客房部汇报工作中发现的工程问题还是直接想工程部?需要告诉客人此工程问题已经汇报了吗?Now ask the trainee to practice the task from start to end to test competency. 现在由培训生按照步骤从头到尾进行实践操作并做测试走在路上对于客房服务，相信不少的酒店人都有一些误区，认为客房服务就是打扫房间或者递送物品那么简单，其实，客房服务需要注重的侧重点还很多，今天我们就列举了一些酒店常遇到的小情况，和大家共同探讨该如何处理。对于客
24、房服务，相信不同的酒店也会有自己独立的一套运营标准，希望通过本篇文章，能够给大家一些运营上的启发，获得客人更多好评，从全面做好客房服务开始。酒店是一个“以人为中心”的服务企业，每天发生的事情，基本上都是“人”的故事。从员工对顾客的服务，经理对员工的管理，总经理面对大量事务也无一不与顾客、员工和业主有关，酒店生产出来的产品都是通过人的劳作和服务的产品。所以酒店的产品有别于一般企业的产品，需要我们用心来做，而客房服务在所有环节中，至关重要。客房管理人员必须对客服务第一线经常地反复地讲解、宣传、鼓动、督促、鞭策、培训、现场示范给部门员工，将简单的、重复的、乏味的劳动变为积极主动创造性的劳动；让有形的设备设施和无形服务产生最大的经济效益，达到预期的效果。所谓无形产品的有情化：就是讲情感化的服务。影响服务质量的因素很多，但关键是无形产品的有情化，也就是说把情感服务纳入有情化之中。例如某酒店一次荷兰外宾来入住，总台在分房服务中特意 安排了有浓郁中国特色的以喜庆暖色装饰的中式标准间；客人到达前，对地毯进行了全面彻底清洗，外宾对蚊虫特别敏感，我们又组织灭虫喷药一次；提早在客房内放置婴儿床、婴儿推车；全部配备新毛巾营造二种安祥温馨的家庭气氛，使外宾感到服务的热情周到、有人情味。房务中心还安排懂外语，服务细心的服务员，为这批客人服务，树立宾馆形象，使他们流连忘返。
