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1、酒店客房翻床程序标准操作Why 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.能够提升客人满意指数2. I can show my professionalism.能够展示我们的专业3. I want to make our guests feel comfortable.希望让我们的客人感觉更舒适4. The mattress live is longer and I can save cost.能增加使用寿命,降低成本W
2、HAT/ STEPS步骤HOW/ STANDARDS如何做/标准1) Turning schedule翻床程序Note the turning schedule on the mattress, side by side.在床尾的两头注明月份2) Remove items on or near the bed将床周围的物品移开Remove any items that are on the bed or nearby.将靠近床周围的物品移开Be careful with bedside lamp when turning.在翻床时应特别注意床头灯?3) Responsibility主要职责Ho
3、usekeeping office will inform about the schedule. 客房部办公室将会规定翻床的程序和要求(每3个月的最后一个月的最后10天翻床)Each attendant is responsible for their section. 每个员工应对自己的区域负责4) Action行动1st turn; slide the mattress round the bed head to the foot of the bed. April, May and June should be displayed.第一次翻床时应将床头调至床尾,4,5,6月份应在床尾2
4、nd turn; lift one side of the mattress and turn it sideways, July, Aug, Sept should be displayed.第二次翻床时,将床垫的一边抬起,放在一旁.7.8.9月应在床尾3rd turn; slide the mattress round from the foot of the bed to the bed head. Oct, Nov and Dec should be displayed.第三次翻床,将床垫从床脚到床头旋转一圈,10,11,12月份应在床尾.4th turn; lift one side
5、 of the mattress and turn it sideways. Jan, Feb, March should be displayed第四次翻床,将床垫的一边抬起放在一边,1,2,3月份应在床尾.5) Check检查Repeat the cycle.重复Make sure the mattress is placed accurately and correctly on the box spring.确保床垫合适的放在床架上面.Always check the mattress for stains and clean if necessary.经常检查床垫是否有污迹并清理干净
6、.Floor Supervisor to carry out spot-checks on mattresses to ensure that they are correctly placed and clean.楼层主管抽查床垫是否有污迹,确保床垫随时保持干净.6) Maintenance维修If it is needed, ensure damaged mattresses get repaired immediately.确保损坏的床垫立即修补好.Report damages to the Floor Supervisor and he/she reports these defect
7、s to HK.将床垫损坏情况报告楼层主管和客房部.Summary questions: 问题概述:1. What is important about the turning procedure of mattresses? 翻床程序中什么最重要?2. What are the turning months? 哪几月需要翻床?3. How do I know when to turn the mattress? 我怎么知道什么时候翻床?4. Do I need to report defects to HK or can I report this defect immediately to POMEC? 我需要将床垫损坏情况报告客房部还是将情况直接报告工程部?5. What if I see stains on the mattress when turning? 当翻床时发现有污迹该怎么办?
