STANDARD OPERATING PROCEDURE
标准操作程序
CHECK GUEST LAUNDRY
检查客衣
Task Number
务号
LA0001
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my laundry items to be returned I don’t expect items to go missing or someone else’s items to be returned to me
希洗衣原物回希务衣物遗失
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
务什客重？
Answers
回答：
1 I understand the importance of counting Guest Laundry清点客衣非常重
2 It is my responsibility to ensure that guests are satisfied with our laundry service责确保客提供满意服务
3 I can save money for the hotel to ensure no items are lost or forgotten着酒店节约费确保没衣物遗失遗忘
4 This shows our professionalism表现出职业感
5 This can increase our GSTS提高客服务质量
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Check room Number
检查房号
Read the laundry list carefully and confirm the room number to ensure that the list is filled in correctly
仔细阅读洗衣清单确认房号确保洗衣单项填准确误
Why do I need to check the room number
什需检查房号？
2) Check Date
检查日期
If there is no room number written report immediately to the Laundry Supervisor
果没房号立报告洗衣房
Ensure the right date is written on the Laundry sheet
确保洗衣单填写正确日期
What do I need to do when I have no room number What will the Laundry Supervisor do
果发现没房号该做？洗衣房观该做？
3) Check guest’s name
检查客名字
Read the guest name carefully and ensure that the right name corresponds to the right room number
仔细检查客姓名确保名字正确房号相应
If there is no name written on the Laundry list
reconfirm with Housekeeping office
果清单没客姓名客房部办公室次确认遍
Why do I have to compare name and room number
什必须检查客姓名否应房号
Where can I reconfirm
部门确认？
4) Count items
数件
Check the laundry piece by piece and record description on the laundry list Ensure the Laundry Manager signs discrepancies
件件检查洗衣件数记录清单说明差异请洗衣房理出差异表
Recount the Laundry items to verify items against guest count
重数遍洗衣件数检验件数否客填数目相符
If there are no discrepancies proceed to marking
果没差异编码
Why do I need to recount
什需重数遍？
What do I do if there are discrepancies
Why do I need to mark
果没差异该做？什需做记号？
5) Give the guests Laundry a mark
客衣做记号
If there are any discrepancies report them immediately to the Laundry Manager or Supervisor to contact and clarify with the guest concerned
果差异立报告洗衣房理相关客联系说明情况
Proceed in accordance with Discrepancy Procedure
差异表程序进行工作
Is this necessary on every single occasion What if the guest is a corporate guest and is out of the hotel
否场合必？
酒店客酒店外客门该做？
Marking includes adding the number date (be substituted by English alphabet character) and items
英文字母标写号码时间件数等
6) Special instruction
特殊说明
Read the laundry list carefully and note the guest’s instruction
仔细阅读洗衣单填写客说明单
Make a mark on the garment’s tag and laundry list
衣物做标签洗衣单作记录
Translate instruction into Chinese to make it easily understood in those hotels where English is not spoken in the Laundry
说明单翻译成中文便洗衣房员工容易理解
Why do guest give special instructions
什客需出特殊说明？
Why do I need to translate into Chinese
什需说明翻译成中文？
Summary questions
问题概况
1 What is the first thing I do when a Laundry bag arrives in Laundry洗衣袋达洗衣房应该做第件事什？
2 Do I have to check piece by piece必须件件衣物检查？
3 Is it important that name and room number correspond姓名房号重？
4 Why do we mark guest Laundry How is this done without ruining the guest’s clothes什需客衣做记号？样做避免损坏客衣？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实际操作测试
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STANDARD OPERATING PROCEDURE
标准操作程序
CHECK GUEST LAUNDRY
检查客衣
Task Number
务号
LA0001
Department
部门
Housekeeping
客房部
Date Issued
制定日期
August 2005
2005年8月
Guest Expectation
客期
I expect my laundry items to be returned I don’t expect items to go missing or someone else’s items to be returned to me
希洗衣原物回希务衣物遗失
Time to Train
培训时间
25 minutes
25分钟
Why is this task important for you and our guests
务什客重？
Answers
回答：
1 I understand the importance of counting Guest Laundry清点客衣非常重
2 It is my responsibility to ensure that guests are satisfied with our laundry service责确保客提供满意服务
3 I can save money for the hotel to ensure no items are lost or forgotten着酒店节约费确保没衣物遗失遗忘
4 This shows our professionalism表现出职业感
5 This can increase our GSTS提高客服务质量
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Check room Number
检查房号
Read the laundry list carefully and confirm the room number to ensure that the list is filled in correctly
仔细阅读洗衣清单确认房号确保洗衣单项填准确误
Why do I need to check the room number
什需检查房号？
2) Check Date
检查日期
If there is no room number written report immediately to the Laundry Supervisor
果没房号立报告洗衣房
Ensure the right date is written on the Laundry sheet
确保洗衣单填写正确日期
What do I need to do when I have no room number What will the Laundry Supervisor do
果发现没房号该做？洗衣房观该做？
3) Check guest’s name
检查客名字
Read the guest name carefully and ensure that the right name corresponds to the right room number
仔细检查客姓名确保名字正确房号相应
If there is no name written on the Laundry list
reconfirm with Housekeeping office
果清单没客姓名客房部办公室次确认遍
Why do I have to compare name and room number
什必须检查客姓名否应房号
Where can I reconfirm
部门确认？
4) Count items
数件
Check the laundry piece by piece and record description on the laundry list Ensure the Laundry Manager signs discrepancies
件件检查洗衣件数记录清单说明差异请洗衣房理出差异表
Recount the Laundry items to verify items against guest count
重数遍洗衣件数检验件数否客填数目相符
If there are no discrepancies proceed to marking
果没差异编码
Why do I need to recount
什需重数遍？
What do I do if there are discrepancies
Why do I need to mark
果没差异该做？什需做记号？
5) Give the guests Laundry a mark
客衣做记号
If there are any discrepancies report them immediately to the Laundry Manager or Supervisor to contact and clarify with the guest concerned
果差异立报告洗衣房理相关客联系说明情况
Proceed in accordance with Discrepancy Procedure
差异表程序进行工作
Is this necessary on every single occasion What if the guest is a corporate guest and is out of the hotel
否场合必？
酒店客酒店外客门该做？
Marking includes adding the number date (be substituted by English alphabet character) and items
英文字母标写号码时间件数等
6) Special instruction
特殊说明
Read the laundry list carefully and note the guest’s instruction
仔细阅读洗衣单填写客说明单
Make a mark on the garment’s tag and laundry list
衣物做标签洗衣单作记录
Translate instruction into Chinese to make it easily understood in those hotels where English is not spoken in the Laundry
说明单翻译成中文便洗衣房员工容易理解
Why do guest give special instructions
什客需出特殊说明？
Why do I need to translate into Chinese
什需说明翻译成中文？
Summary questions
问题概况
1 What is the first thing I do when a Laundry bag arrives in Laundry洗衣袋达洗衣房应该做第件事什？
2 Do I have to check piece by piece必须件件衣物检查？
3 Is it important that name and room number correspond姓名房号重？
4 Why do we mark guest Laundry How is this done without ruining the guest’s clothes什需客衣做记号？样做避免损坏客衣？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实际操作测试
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
