國際酒店客房資料 How to spotclean怎樣清潔污跡

1、國際酒店管理資料走在路上客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國際酒店客房手冊(cè)International Hotel Room Handbook酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。按標(biāo)準(zhǔn)要求負(fù)責(zé)清掃整理客房和樓層公共區(qū)域，為客人提供干凈安全的客房和環(huán)境，滿足客人正當(dāng)合理的服務(wù)需求，負(fù)責(zé)本區(qū)域安全工作。負(fù)責(zé)酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營造干凈、溫

2、馨、舒適的環(huán)境，保持酒店環(huán)境的美觀，滿足酒店服務(wù)要求貫徹執(zhí)行店總的經(jīng)營管理指令，向店總負(fù)責(zé)并報(bào)告工作；根據(jù)酒店確定的經(jīng)營方針和目標(biāo)，負(fù)責(zé)編制客房部預(yù)算，制訂各項(xiàng)業(yè)務(wù)計(jì)劃，并有效組織實(shí)施與監(jiān)控，實(shí)現(xiàn)預(yù)期目標(biāo)；以市場(chǎng)為導(dǎo)向，研究并掌握市場(chǎng)的變化和發(fā)展情況，適時(shí)調(diào)整經(jīng)營策略，努力創(chuàng)收，堅(jiān)持以部門為成本中心的方針，嚴(yán)格控制成本，降低消耗，以最小的成本獲取最大的經(jīng)濟(jì)效益；STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序HOW TO SPOT CLEAN怎樣清潔污跡Task Number: 任務(wù)號(hào)：PA-0019Department: 部門：Housekeeping客房部Date Is

3、sued: 制定日期：Guest Expectation: 客人期望：I expect that carpets are clean and not worn. I dont like observing spots after breakfast which are still there the next day. I expect people who work in upscale hotels to be detail oriented.我希望地毯干凈完好.我不希望在早餐是看見地毯上有污跡,而第二天它還沒有被清除.我希望高星級(jí)酒店的工作人員工作都非常細(xì)心.Time to Train:

4、 培訓(xùn)時(shí)間：25 minutes25分鐘Why is this task important for you and our guests?為什么這項(xiàng)工作對(duì)客人和我們都很重要?Answers: 回答:I understand the importance of spot cleaning.我明白清除污跡的重要性.I understand that it is not always necessary to clean the whole carpet.我明白地毯不是經(jīng)常被整體清洗的.It is important for us to take good care of our material

5、, as this shows our professionalism.良好的維護(hù)我們的物品代表了我們的專業(yè).We can increase the GSTS score.增進(jìn)客人的滿意度.WHAT/ STEPS什么/步驟HOW/ STANDARDS怎樣/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題Preparation準(zhǔn)備Prepare all cleaning tools and chemicals that are required.準(zhǔn)備所有的清潔用具和清潔劑.Why do I need to prepare all this items for spot cleaning?為什么我

6、需要準(zhǔn)備這些用品?Daily maintenance 日常維護(hù)Remove spots from carpets immediately when finding a stain.當(dāng)發(fā)現(xiàn)有污跡的時(shí)候立即清除.Why does this need to be done immediately?為什么需要立即清除?3) Type of stains污跡種類Food and beverage stains, e.g. coffee, juices, etc. can be removed with carpet shampoo. 食品和飲料污跡,例如咖啡,果汁,可以使用地毯清潔劑清除.Red win

7、e stain cannot be removed once it has been spilled on the carpet. 紅酒污跡,不能夠一次性清除.Put SOLD on the spot when fresh (or other Hotel standard cleaning agent)當(dāng)污跡是新的時(shí)候,將SOLD清潔劑或者其它酒店使用的清潔劑噴灑在污跡表面.Oil stain can be removed with TARGO or solvent (or other Hotel standard cleaning agent)油跡,可以使用TARGO或者solvent清潔劑

8、清除(或者酒店使用的其它類型清潔劑).Chewing gum can be removed with Anti-gum or hardened with ice and then scraped off.口香糖可以使用口香糖清除劑清除,或者用冰將其硬化后再清除.Press a dry cleaning cloth over the stain if it is still wet, to absorb as much of the stain as possible.如果污跡還是濕的,用一張干凈的干布按在污跡上,讓干布盡量吸取污跡.What different spots do you kno

9、w?你知道其它什么不同的污跡?What is difficult about red wine? What should I do when red wine has stained upholstery?紅酒跡有什么不同的地方?當(dāng)裝飾品上有紅酒跡后我應(yīng)該怎么辦?How can I get read of oil spots?我如何清除油跡?What can I do with chewing gum?我如何清除口香糖?Why do I need to press the cloth on the stain when still wet?當(dāng)污跡是濕的時(shí)候,為什么我需要用干布按在上面?WHAT

10、/ STEPS什么/步驟HOW/ STANDARDS怎樣/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題4) Removing stains清除污跡Spray carpet shampoo or TARGO on the stain.在污跡上噴灑地毯清潔劑或者TARGO.Agitate the stain with a hand brush. Brushing lightly, be careful not to spread the soil to a larger area.用刷子輕刷污跡,注意不要讓污跡范圍擴(kuò)大With a clean damp cloth, absorb the so

11、il from the carpet by pressing the damp cloth onto the stain, from the outer edge of the stain inwards. 用一張干凈的濕布按在污跡上,由外向內(nèi)的吸取污跡. When that part of the cleaning cloth is dirty, turn to another clean part and repeat the process until the stain disappears.當(dāng)布臟后,更換一面,重復(fù)以上步驟.Why do I need a damp cloth?Why

12、 do I need to turn the cloth?5) Store存放Clean and dry equipment and tools and store them neatly in the appropriate places.清洗并曬干用具,并放回指定位置.Clean the scrubbing brush and hang it up to dry.清洗刷子,并將其掛起來曬干.Clean and put the signage away properly.清潔標(biāo)示牌,并存放.Why do I need to store items and equipment neatly?為

13、什么我需要使用濕布?Does the brush need to hang?為什么我需要更換一面?6) Report defects問題報(bào)告Report maintenance problems found while cleaning immediately.清潔期間有任何問題立即報(bào)告.Why do I have to report immediately? 為什么我需要立即報(bào)告?Summary questions問題概述:What is important to know about stains? 為什么需要熟悉污跡類型?What different types of stains ex

14、ist? 污跡有哪些類型?Where might I find “spot” stains? 我在什么地方可以發(fā)現(xiàn)污跡?Is it important to use the right chemical? 使用正確的清潔劑重要嗎?How do I spot clean red wine stains? 我如何清除紅酒污跡?How do I need to store the equipment? 我如何存放清潔用具?Do I need to report defects to HK or can I report this defect immediately to POMEC? 我需要將問題

15、報(bào)告給HK或者POMEC?Now ask the trainee to practice the task from start to end to test competency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到位進(jìn)行實(shí)踐操作并做測(cè)試。對(duì)于客房服務(wù)，相信不少的酒店人都有一些誤區(qū)，認(rèn)為客房服務(wù)就是打掃房間或者遞送物品那么簡(jiǎn)單，其實(shí)，客房服務(wù)需要注重的側(cè)重點(diǎn)還很多，今天我們就列舉了一些酒店常遇到的小情況，和大家共同探討該如何處理。對(duì)于客房服務(wù)，相信不同的酒店也會(huì)有自己獨(dú)立的一套運(yùn)營標(biāo)準(zhǔn)，希望通過本篇文章，能夠給大家一些運(yùn)營上的啟發(fā)，獲得客人更多好評(píng)，從全面做好客房服務(wù)開始。酒店是一個(gè)“以人為中心”的服務(wù)企業(yè)，每天發(fā)生的事情，基本上都是“人”的故事。從員工對(duì)顧客的服務(wù)，經(jīng)理對(duì)員工的管理，總經(jīng)理面對(duì)大量事務(wù)也無一不與顧客、員工和業(yè)主有關(guān)，酒店生產(chǎn)出來的產(chǎn)品都是通過人的勞作和服務(wù)的產(chǎn)品。所以酒店的產(chǎn)品有別于一般企業(yè)的產(chǎn)品，需要我們用心來做，而客房服務(wù)在所有環(huán)節(jié)中，至關(guān)重要?？头抗芾砣藛T必須對(duì)客服務(wù)第一線經(jīng)常地反復(fù)地講解、宣傳、鼓動(dòng)、督促、鞭策、培訓(xùn)、現(xiàn)場(chǎng)示范給部門員工，將簡(jiǎn)單的、重復(fù)的、乏味的勞動(dòng)變?yōu)榉e極主動(dòng)創(chuàng)造性的勞動(dòng)；讓有形的設(shè)備設(shè)施和無形服務(wù)產(chǎn)生最大的經(jīng)濟(jì)效益，達(dá)到預(yù)期的效果。所謂無形產(chǎn)