OrientationofFrontOfficeResponsibilitiesoftheHousekeepingDepartmentHousekeepingisanimportantareainanyaccommodationproperty.Ahousekeepingdepartmentexistsinanypropertythatoffersin-houseaccommodation.ThemainresponsibilitiesoftheHousekeepingDepartmentarelistedasfollowings:

Maintainahighstandardofcleanlinessthroughoutthehoteltoensureguestsatisfaction.

Reportanyrepairsneededaspromptlyaspossible.

Preventsafetyhazardsbyeliminatingconditionsthatcouldcauseinjurytoguestsandfellowworkers.ResponsibilitiesoftheHousekeepingDepartmentPracticesanitationmethodsthatfulfillhealthandlawrequirements.Keepallpublicareascleanandinviting.Furnishadequatesuppliesoflinens,uniforms,cleaningaids,guestitemsandprintedmaterial.Ensurethatallserviceandemployeeareasarekeptcleanandorderly.Keepallcorridorsclean,safeandfreeofobstructionsCleanalllightfixturesandusecorrectwattagelightbulbs.Maintainallequipmentprovided.Keeprecordsnecessaryforefficienthousekeepingoperation.Overseeandkeepaccuraterecordsonlostandfounditems.Controlexpensestoinordertoassistinaprofitableoperation.Promoteproductiveinterandintra-departmentalcommunications.Responsibleforschedulingaccordingtocurrentoccupancylevels.TheroleofhousekeepingWorkingwithinbudgetsandinternalcontrolsystems.Thereisusuallyastrongrelationshipbetweenroomrateschargedforaccommodation,andservicelevelsandstandardsprovided.Generallyspeaking,guestsexpectmorewhentheypaymore,andalsoexpectlesswhentheypayless.Purchasingandreplacingequipmentandsuppliesforservicingguestroomswithinbudgets.Humanresourceactivities,suchasrecruiting,selectingandtrainingstafftoundertakealltherequiredhousekeepingtasks.Cleaningandmaintainingguests’roomsandin-housefacilities,includingpublicareasandoffices.

Providinglaundryservice.Manypropertiesoperatetheirownonpremiselaundry;othervenueswillusetheservicesofanoutsidecommerciallaundry.Theroleofhousekeeping

Ensuringfiresafetyandguestsecurity,usuallyinconjunctionwiththeSecuritystaffatthevenue.HousekeepingstaffmustbefamiliarwiththeEmergencyManagementPlanfortheestablishmentandhaveactivelyparticipatedinevacuationdrillstoenableasuccessfulevacuationoftheentirepremisesshouldaneedarise.

Maintainingguestcomfort.Thepossibilitiesinthiscategorycanbeendlessasallguestsareindividualswithindividualneeds.Theirpersonalcomfortcanrelatetoahugenumberofissues,someofwhichthehousekeepingdepartmentcannotremedyalthoughperhapsanotherdepartmentsuchasReception,MaintenanceorSecuritycan.Inthesecaseshousekeepingmustfunctiontopassguestrequestsetc.ontotherelevantdepartment.HousekeepingServiceHousekeepingServiceStandard:Allassociateswillhaveageneralknowledgeofthehotel,outlets,facilitiesandservices,soguestquestionscanbeansweredcorrectlyandefficiently.Procedures:1.Allassociatesmustknowthehotellayout,locationofoutlets,hoursofoperation,etc.2.Allassociatesmustknowthehotelfloorinformation,floorroomtypes,andfloorroomquantities.3.Correctinformationshouldbegiventoguestswhenquestionsand/orrequestsoccur.HousekeepingServiceProcedures:4.Ifananswerisnotknown,theassociateshouldtakepersonalresponsibilitytofindtheinformationfortheguest.Thefollowingstandardsshouldbeapplied:

a.Greetguestpolitely

b.Answerguestquestions

c.Solveguests’problems

d.Anticipateguests’needs5.TheHousekeepingNoticeBoardshouldalwaysbestudiedinthebeginningofeveryshift.6.ThefollowingabbreviationsusedthroughoutthehotelthatspecificallyrefertotheHousekeepingDepartmentshouldbeknownbyallFloorHousekeepingassociates.UsefulAbbreviationsinHousekeepingDepartmentVCvacantclean 干凈的空房OCoccupiedclean 干凈的住客房VDvacantdirty 臟的空房ODoccupieddirty 臟的住客房D/Ldoublelockeddoor 雙鎖房GRSguestrefusedservice 拒絕服務OOOoutoforder 修房（大修）OOSoutofservice 維修房D/Odueout 延住房C/Icheckin 入往房C/Ocheckout 離店房T/Dturndown 開夜床VIPveryimportantperson 貴賓PRpre-registeredguest 預登記客人ASAPassoonaspossible

盡快FO

FrontOffice 前臺F&B

FoodandBeverage 餐飲部HSKP

Housekeeping 管家部Thankyou謝謝觀看Project1RoomCleaning01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingExecutiveHousekeeper行政管家/客房部經(jīng)理floor n. 樓層laundry n. 洗衣publicarea n. 公共區(qū)域uniform n. 制服linen n. 布草maintain v. 維持;保持repair v. 維修;修理promptly adv.迅速地;敏捷地hazard n. 危險;危害injury n. 傷害;損害eliminate v. 消除;剔除sanitation n. 衛(wèi)生設備 supplies n. 供應品；日用品corridor n. 過道；走廊cost n. 成本expense n. 費用budget n. 預算purchase v. 采購；購買evacuation n. 疏散；撤離vital adj.至關重要的；必不可少的competent adj.能勝任的；有能力的swiftly adv.迅速地；快速地emergency n.突發(fā)事件；緊急情況remedy n.解決方法；補救function n.功能；職責balcony n.露臺；陽臺WordsandExpressionsvacuum v． 真空吸塵dust v. （撣）塵polish v． 擦亮；磨光wipe v． 擦拭scrub v. 刷洗rinse v. 漂洗sweep v. 清掃tidy v. 整理change(sheets) v． 更換（床單）makebed v. 鋪床extra adj. 額外的towel n. 毛巾mattress n． 床墊headboard 床頭板carpet n． 地毯tile n． 瓷（地）磚trashcan 垃圾箱wastebasket [美]廢紙簍rubbishbin [英]垃圾箱tidyup 整理；收拾bedding n.寢具；床上用品pillow n． 枕頭pillowcase n． 枕套duvet n． 羽絨被featherpillow 羽絨枕cozy adj. 舒適的；溫暖的curtain n． 窗簾WordsandExpressionssponge n. 海綿擦rubbergloves 膠皮手套disinfectants n. 消毒劑pillowmenu 枕頭菜單wirelessinternetaccess 無線網(wǎng)絡Nespresso 膠囊咖啡機wavemusicsystems 音樂播放系統(tǒng)butlerservice 管家服務Jacuzzi 按摩浴缸detergent n. 洗滌劑toiletry n. 洗漱用品attachment n. 附件insectspray 殺蟲噴劑WordsandExpressionsUsefulExpressions1.

Goodmorning,Goodafternoon,sir/madam,MayIcleanyourroomnow?2.

Housekeeping．MayIcomein?3.

Iamsorrytodisturbyou.4.

IhopeI'mnotdisturbingyou.5.

Whenwoulditbeconvenient?6.

Whenwouldyoulikemetodoyourroom，sir?7.

I'llcomelater.8.

Ifyouneedcleanyouroom,pleasecall“0”ofGustServiceCenter,orhangthe“makeuproom”cardoutsideyourdoor.We

willcometoyouintime.9.

We'llbewithyouassoonaspossible.10.

I'mcomingtochangethesheetsandpillowcases.11.

Doyoumindmyopeningthedoor/window/curtains?12.

MayItidyupyourdesk?UsefulExpressions13.

I'll

emptythedustbinforyourightaway.14.

Roomhasfinished

cleaning

foryou.IsthereanythingelseIcandoforyou?15.

Ifyouneedanyhelp,pleasedial6forroomcenter.16.

Goodevening,MayIdotheturndownserviceforyou,now?17.

Pleasewaitamoment.IwillcallyoubackassoonasIcheckitforyou.

18.

Iamsorry.ThisroomIneed15minutesmore.19.

MayIaskotherassociatestohelpyouatonce?20.

Sorrytohavekeptyouwaiting.21.

Sir,yourroomiscleannow.Ifyouwantustodothecleaningearliernexttime,youcannoticeus,andwewillserveyouintime.22.

I'msorrytotakeyousomuchtime,thisiswhatyouwant.Thankyouforyourwaiting.23.

Haveyouinformedthefrontdeskthatyouwantcheck-out?24.

Didyouaskthecashiertocheckoutautomatically?UsefulExpressions25.

I'mcleaningyourroomnow.Couldyoushowmeyourroomcardforyoursafety?Thankyou.26.

Iwillforwardyourrequesttoovernightattendant.27.

Ihopeyouwillenjoyyourstayinourhotel.28.

Youarewelcome.29.

It'smypleasure.30.

We'realwaysatyourservice.31.

Goodbyeandhaveaniceday.32.

Haveasafetriphome.33.

Hopetoseeyouagain.34.

We'relookingforwardtoseeingyouagain.StandardOperationProceduresofRoomCleaningStandards:Everyestablishmentwillhaveitsownstandardproceduresforaccessingandcleaningaguestroom.Althoughtheexactproceduremayvaryfromestablishmenttoestablishment,thereareeightgeneralstepstocleaninganyguestroom.Whereyourpremisesvaryfromthese,adheretohousepolicy:Procedures:1.Prepareroomcleaning.Beforeguestroomsareserviced,thereisaneedtopreparethetrolleythatwillbeusedtocartthecleaningmaterialsandtheroomsupplies.Suppliesmustbeaccuratelyidentifiedandselectedinsufficientnumberstostockthetrolleyinordertoserviceallnecessaryrooms.Thesuppliesmayneedtobeloadedontothetrolley:StandardOperationProceduresofRoomCleaning-Detergents,suchas:multi-purposecleaners,classcleaner,stainlesssteelcleaners，leathercleaners，toiletandurinalcleaners，sanitizers-Disinfectants:deodorizersandairsprays-Rubbishbag-Linenbag-Paperproducts:toiletpaper,tissues,sanitarybagandtoilethygienestrip-Cleanlinen:arangeofpillowcasesandvarioussizedsheets-Towels:handtowels,facetowels,bathtowels,andfloormats-Toiletrygiveaways,suchas:soups,shampoos,conditioners,talcumpowder,gels,toothpaste,toothbrushes,mouthwash,faciallotions,perfume,aftershave,razors,sewingkits,showshinekits-Stationary:pen,paper,envelopes,forms,notebooks,faxcoversStandardOperationProceduresofRoomCleaning-Advertising,promotionalandservice-relatedmaterial:servicedirectories,tentcards,magazines,televisionprogramguides,samplemenusfromin-housediningoutlets,promotionalflyers-Laundrybagsandlists-Give-awayfooditems:coffee,tea,sugars,sugarsubstitutes,biscuits,milk-Roomservicemenu-Cleaningagentsandchemicals2.Stripandmakebed3.Clearandcleanthebathroom,includingbathtub,showerroom,toilet,andwashbasin,etc.4.Dustandpolish.5.Cleanandcheckallfurniture,fixturesandfittingsforanydefectsandreportthemaccordingtoenterpriseproceduresandsafetyandhygieneguidelines.StandardOperationProceduresofRoomCleaning6.Replenishorreplaceroomsupplies.7.Vacuumanddeodorize.8.Conductthefinalroomcheck.Specialattentionforcleaningdifferentrooms:Whenyouhaveenteredtheguestroomfollowingthestepsdescribedabove,thenotesbelowwillprovideaguideastowhatshouldtakeplaceinordertocleanaroom.Remember,wherethehouseproceduresaredifferenttothefollowingguidelines,alwaysadheretoyourenterpriseprocedures.Check-outroomInacheck-outroomthefollowingprocedureisapplicable:Turnonalllightsandcheckthebulbs-replacewherenecessary.Openallblindsandcurtains.Openwindowsorslidingdoorstoletinfreshair-ifapplicable,andifweatherpermits.Turnofffridgefordefrostingpurposesandleavedooropen-ifapplicable.StandardOperationProceduresofRoomCleaningCollectandremovedirtytowels,dishes,bottlesandrubbish(fromallareas)-anybrokenglassshouldbewrappedsafelyinpaperorsimilar.Removeanyroomservicetraysandcoverthemwithanapkin(exposedstalefoodisnotapleasantsight):thesetraysareusuallyplacedinthecorridoroutsidetheroomforcollectionbytheporterorroomservicestaff.CleaninganoccupiedroomKeypointstorememberwhencleaninganoccupiedroom:Neverthrowoutanyitemslikemagazinesandnewspapersbelongingtotheguest,nomatterhowoldtheyare.Alwaysreplaceitemswheretheywerefound.Ifbusinesspapersareoutonthedeskortableandobviouslybeingused,avoidcleaningortidyingthatarea,apartfromemptyingthewastepaperbin.Respecttheguestprivacy.Takespecialcarewithallguest’sitems.Hangguestsclothingupappropriately.Scene1:RoomCleaningR:Housekeeping,mayIcomein?G:Yes,please.R:Goodmorning,Mr.Roberts.I'myourroomattendant.MayIcleanyourroomnow?G:Youcandoitnowifyoulike.I'vejustandI'mgoingoutforbreakfast.Bytheway,CouldI?R:Certainly.YoumayaskforLaundryservice.Icanhelpyousendthemifyoulike.G:Ah.Thankyou.Howniceyouare.R:You'rewelcome,Mr.Roberts.G:Couldyoubringme?Iusuallydrinkalot.R:Yes,mypleasure.WhatelsecanIdoforyou?G:Nowthatyoumentionit,couldI?R:RoomAttendantG:Guest下一頁comebackfrommorningexercisehavethoseclothesironedtwobottlesofmineralwaterorderbreakfastScene1:RoomCleaningR:Yes,ifyoucallroomservicetheywilltakeyourorderrightaway.Justdial.G:Great.Oh,onemorething,isitpossibleto?Itisalittlesmelly.R:I'msosorry.Iwillbringyouanewonerightnow.G:Thankyou.R:You'realwayswelcome,Mr.Roberts.R:RoomAttendantG:Guest上一頁extension514getanotherpillowScene2:DNDRoomCleaningC:Goodafternoon.GuestServiceCenter.MayIhelpyou?G:Goodafternoon.Couldyounow?C:CertainlySir.MayIhaveyournameandroomnumber,please?G:JohnStone,Room1202.C:Allright,Mr.Stone.Ihavecheckedthe,whichshowedthatthehangedonthedoorknobmostoftheday.Sotheroomattendantdidn'tcleantheroomsoasnottodisturbyou.G:Well,itismyfault.IforgottowhenIwentout.C:Thatisallright.Wouldyouliketheroomtobecleanednow?G:Yes,ifthereisnotmuchbother.C:Notroubleatall,Mr.Stone.Theroomattendantwillbeinyourroomsoon.(Afewminuteslater)C:CoordinatorR:RoomAttendantG:Guestsendsomeonetocleanmyroom下一頁cleaningreport“DND”signtakeitdownScene2:DNDRoomCleaningR:Housekeeping,MayIcomein?G:Yes,please.R:Goodafternoon,Mr.Stone.I'mheretocleanyourroom.Doyouthewindow?G:No,ofcoursenot.R:Oh,sir,I'mafraidyouhaven'tmarkedtheminibarlist.YouhadaScotchwhiskywhich.AmIcorrect?G:Yes,exactly.R:Wouldyoupleasesignyournameonthe?G:Sure...Hereyouare.(Afterthecleaning)R:IsthereanythingelseIcandoforyou,Mr.Stone?G:No,thankyou.Ireallyappreciateyourefficientwork.R:Mypleasure.Wearealwaysatyourservice.C:CoordinatorR:RoomAttendantG:GuestmindmyopeningcostsRMB50minibarlist上一頁Scene3:Turn-downServiceR:Housekeeping.MayIcomein?G:Comein,please.R:Goodevening,Mr.Scott.MayIdotheturndownserviceforyounow?G:Oh,thankyou,butI'minthemiddleofsomethingnow.Couldyoucomebacklater?R:Sure,Mr.Scott.ShallIcomebackinanhour?G:Well,itwouldprobablybetterin.R:OK,Mr.Scott.Wouldyoumindpressingthe“DoNotDisturb”buttonoverthere?Then,whenyouwantmetoforyou,pleaseturnoffthe“DND”sign,we’llcomebacktoforyou.G:Great,thankyou!Bytheway,Ireallylikethechocolateyouputinmyroomyesterday.R:I'mgladyoulikedit.I'llcertainlywhenIreturn.IsthereanythingelseIcandoforyou?G:Oh,couldyoubringmewhenyouturndownthebedlater?R:Noproblem.I'llcomebacklater.Haveaniceevening.R:RoomAttendantG:GuestanhourandahalfturndownthebedprovidetheservicebringsomemoretwobottlesofwaterScene4:ExtraBedServiceG:Goodevening,Housekeeping.Ellenspeaking.HowmayIhelpyou?R:Iamcallingfrom.Ijustwonderifyouhaveextrabed.R:Certainly,weprovideextrabedservice.Whatkindofbedwouldyoulike,for?G:Formychild.R:MayIknowhowoldyourchildis?Weprovidebabycotforfree.G:Oh,myboyis.R:Inthatcase,I'mafraidwehavetochargehalfoftheroomrateforarollawaybed.ThatisorUS$59.5dollarspernight.Thechargewillbebilled.R:RoomAttendantG:GuestRoom1326childrenorforadults12yearsoldRMB399YuantoyourroomaccountScene4:ExtraBedServiceG:Thatisallright.R:Accordingtohotel'sregulation,theguestfortheextrabedhastogotothereceptiondeskandhimself.Then,thereceptionistwillinformHousekeepingfortheextrabedservice.G:Yes,Isee.R:Wouldyouliketohaveanothersetofextrasupplies?G:Thatisgood.R:RoomAttendantG:Guestmaketheregistration上一頁PracticeYouarearoomattendant.Youaregoingtocleantheroom.Buttheguestinsidedoesntfeelwell.Yourecommendsendingforadoctor.Theguestwouldrathertakeabathandhaveagoodrest.Youdoastheguestrequests.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:Youareaguestinahotel.Theroomattendantcomestoaskifshecancleantheroomforyouwhenyouaregoingoutforthebreakfast.Youtellhertocomebacklaterandchangesomefreshtowels.Task2SupplementaryReadingStaffbriefingsession班前會Atthebeginningofeachshift,mosthousekeepingdepartmentswillholdashortstaffbriefingsession.在每一個班次前，大多數(shù)客房部都會召開一個簡短的班前會。Thissessionisanopportunityfortheheadhousekeeperto:對于客房管理者來說，這是個很好的機會用來：Verifythestaffswhohaveattendedforwork.核對到崗員工。Discussup-cominginformationthatisofrelevance–suchasfutureoccupancylevelsforcertaindates,specialevents,VIPswhoareexpected.討論未來相關信息，如將來特定日期的入住水平、特殊事件、重要客人。Addressroomservicingproblems–bydiscussingtheresultsofroominspectionsundertakenbyfloorhousekeepersorheadhousekeepersthathaveidentifiedinstanceofsub-standardcleaning解決客房服務問題，如通過討論樓層管家或總管檢查房間的結(jié)果，發(fā)現(xiàn)不符合清潔標準的例子。Addresscomplaintsreceivedbyguestsinrelationtothepreparationoftheirrooms-thiscanincludecomplaintsaboutpoorcleaning,lackofsupplies,orequipmentthatarenotworkingproperly.解決客人提出的與客房相關的投訴，如不夠衛(wèi)生、物品缺少，設備不能正常工作。Identifyup-comingtrainingsessionsandknownstaffabsences.確定近期的培訓課程及員工參加情況；Allocateroomstoindividualstafffortheshift.為當班的員工分配清掃客房。Thebriefingsessionisalsoanopportunityforhousekeepingstafftoraiseanyissuestheyhaverelatingtotheirrole,problemstheyareencountering,thingstheyhaveidentifiedthatcouldimpactonguestservicedeliveryetc.班前會也為客房部員工提供了一個機會，讓他們提出與職責有關的任何問題、他們遇到的問題、他們發(fā)現(xiàn)的可能影響對客服務的事情等。ThankYou謝謝Project2LaundryService01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingKeyWordswash v． （水）洗dry-clean v． 干洗iron v． 熨燙regularlaundry 常規(guī)洗衣expressservice 快洗服務dress n． 女裝；服裝underwear n． 內(nèi)衣skirt n． 短裙shirt n． 襯衫blouse n． 女士襯衫coat n． 上衣；外套suit n． 套裝tie n． 領帶long/shortsleeve 長袖／短袖pant n． [美]褲子trousers n． [英]褲子shorts n． 短褲sweatshirt n． 運動衫sweater n． 毛衣hoodie n． 連帽衫pullover n． 套頭衫apairofsocks 一雙襪子mark/stain n． 污點onhanger （掛）在衣架上fold v． 折疊bleach v. 漂白tear n． 破洞KeyWordsshrink v. （衣服）縮水starch v. （衣物）上漿fade adj. 褪色的colored/stainedadj. 染色的colorfast adj. 不掉色的unstitch v. 脫線mend v. 修補button n． 紐扣seam n． 縫；接縫；縫合處thread n. 線garment n. 衣服；外衣item n． 項目；一件sew v. 縫zipper n． 拉鏈collar n． 衣領UsefulExpressions1.

Isthereanylaundry(youwanttowash)?2.

Ifyouhavelaundry,pleasesignthelaundrylisttogetherwithclothesinthelaundrybag.3.

Wecollectthelaundryat9:00everymorningandreturnittoyouby4:00p.m.thesameday.4.

Ifyourlaundryisreceivedbefore9:30a.m.,itwillbedeliveredtoyourroomby10:00p.m.thesameday.5.

Ifwereceiveitbefore4:00p.m.,we'llreturnittoyouby12:00noonthenextday.6.

Leaveyourlaundryinthelaundrybagplease.7.

I'vecometocollectyourlaundry.8.

Whenwouldyoulikeyourlaundryback?9.

Wouldyoupleasefillinthelaundrylist?10.

Pleasetellusornotifyinthelaundrylistwhetheryouneedyourclothesironed,washed,dry-cleanedormendedandwhattimeyouwanttogetthemback.UsefulExpressions11.

Youmayhavethemdry-cleaned.12.

Yourlaundryisback,madam.13.

Pleasesignonthelaundrylist,sir.14.

Ifyouareinahurry,wehaveafour-hourexpressservice.15.

Thereisa50%extracharge,butitonlytakesyoufourhours.16.

Thereisanextrachargeof50%forexpressservice.17.

Pleaserefertoyourlaundrylistforfurtherinformation.18.

Byhandincoldwater.Ihavetakennoteofit.19.

Whatkindofstainisit,sir?20.

We'lltryourbesttoremovethestainbutwecannotguaranteetheoutcome,sir.UsefulExpressions21.

I'msorrytohearthat.Butwhatistheproblem,madam?22.

Wedoapologizefortheinconvenience,madam.Insuchacase,thehotelshouldcertainlypay/compensateforit.23.Accordingtoourhotelpolicy,wepayanindemnitywhichisnomorethan10timesthelaundrycharge.24.Wefoundanamecardinthejacketyousenttoourlaundryroom.25.I'msorrybutwedon'thavethespecialequipmenttocleanleather.26.I'llgetthemanagertotalktoyou.StandardOperationProceduresofLaundryServiceStandard：Guestlaundrymustbecollectedwithin10minutesofguest'srequest.Procedure：1.WhenRunnerreceivesacallofcollectingguestlaundryfromHousekeepingcoordinator,notesthetimeofphonecall,guest'sroomnumberandservicestyleonthesheetimmediately.2.Runneristogopromptlytotheguestroomandpressthedoorbellwithsayinginafirmvoice,“LaundryService”twotimes.Wait7secondsandlistenforanyroomnoise.3.Whentheguestanswers,sheistogreettheguestandsay:“Goodmorning/afternoon/evening,Mr./Mrs....Ihavecometocollectyourlaundry.”StandardOperationProceduresofLaundryService4.Withguestallowance,collectlaundry,checkingthatlaundrylistwiththeroomnumberonit,isinsidethebag.Thensay“Thankyou,Mr./Mrs....Enjoyyourstayhere.”andleavetheguestroom.5.Ifnooneanswers,pressthedoorbellandannounce“LaundryService”again,waitfor5seconds,thenopenthedoorslowlyandentertheroom.6.Afterensuringthereisnooneintheroomandthelaundryisthereinthebag,collectandcheckroomnumberifit'scorrectonthelistbeforetakingitdowntothelaundry.7.Ifthereisa“DoNotDisturb”signbeingdisplayed,DONOTknockorpressdoorbell.Makenoteoftheroomnumberonyourworksheet.ThenreporttheDNDtotheHousekeepingcoordinator.ThecoordinatorwillcontactguestbytelephonetoinquirewhenitwillbeconvenientforLaundrycollection.StandardOperationProceduresofLaundryServiceDeliverylaundryStandard：Allcleanedguestgarmentsaftercarefullycheckingmustbereturnedtoguestroomontime:within4hoursforExpressServiceandassoonaspossibleafter6:00PMthesamedayforRegularService.Procedure：1.Preparethevaletdeliverytrolleyandensureitiscleanandthewheelsareingoodworkingorder.2.Collectthebasketsandthehangingitemsandplacetheminroomnumberorderonthetrolley,toensurefastdelivery.3.Usingservicelift,deliverlaundrytocorrectguestroomaftercheckingroomnumberagainsttheLaundryDocket.StandardOperationProceduresofLaundryService4.Theprocedureofenteringguestroomisthesameasforlaundrycollectionwithsaying“Goodmorning/afternoon/evening.Mr./Mrs.…Yourlaundryisready”iftheguestisintheroom.5.Placethebasketontheluggagerackinguestroomoronthearmchairiftheluggagerackisoccupied.6.Laundryonhangersareattachedwithdeliverycardandhaverubberbandaroundthem,tobehangontherightsideofthewardrobenearesttothedoor,leavingthewardrobedoorhalfopen(Choosethewardrobeinthelivingroominsuites).7.If‘DoNotDisturb’signisonthedoor-placeLaundryDNDcardundertheentrancedoorandlaterreturngarmentstolaundry.Guestcouldcallforlaundrydelivery.8.VIPguestswillbeprovidedLogosuitbagsandfoldedgarmentwillbeplacedinvelvetbasket.Scene1:PickuptheLaundryH:(Onthephone)Goodmorning,housekeeping.HowmayIhelpyou?G:Ihavesomeclothesthatneedtobewashed.Couldyousendsomebodyto?H:Certainly,maam.MayIhaveyournameandroomnumber,please?G:I'mEllenHarrisfrom.MyhusbandandIareleavingin20minutes.Couldyousendsomeoneupimmediately?H:Thankyou,Mrs.Harris.We'llsendsomeonetopickupyourlaundry..Wouldyoupleasefilloutthelaundrylistwhichisinthemiddledrawerofthewardrobe,andputyourlaundryinthelaundrybag?G:OK.(Knocksatthedoor)H:Housekeeping.MayIcomein?G:Yes.Comein,please.H:Goodmorning,Mrs.Harris.I'mheretopickupyourlaundry.H:HousekeepingG:Guest下一頁pickupmylaundryroom326withinfiveminute