【正文】 公平地對待 。 Procedure: 程序 1. An Employee who has a ment or concern should speak to their immediate supervisor first. 當員工有意見或所關心的事的時候，應先向直屬主管提出。 2. If the Employee is not entirely satisfied with the supervisors response, the Employee should then go to his/her immediate manager. 如果員工對主管做出的反應不是很滿意，可向直屬經理提出。 3. If the Employee is not entirely satisfied with the manager’s response, the Employee should go directly to the Executive Housekeeper. 如果員工對經理做出的反應同樣不是很滿意，可向行政管家提出。 STANDARD OPERATING PROCEDURES Subject : HANDLING GUEST LAUNDRY 處理客人洗衣 Effective Date : Policy No : HSKP010 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates Objective: 目標 To ensure consistent and quality laundry service are provided at all times. 15 確保在任何時候洗衣服務的一貫性及質量。 Policy Statement: 政策 It is the policy of Hotel to establish guidelines and procedures on guest laundry /dry cleaning items. 建立關于客人洗衣服務項目的指導方針及程序。 Procedure: 程序 1. Laundry bags/slips are available in all guest rooms. 洗衣袋 /單在所有客房可用。 1. Check all the guest rooms on the assigned floor before 10:00 hours except “DND”. 除 “DND”房外， 10 點前檢查分配樓層所有客房有無送洗衣物。 2. Mark down on room attendant worksheet if the rooms are “DND”. 如客房掛出 “DND”牌，在工作表上注明。 4. Put the laundry in the floor pantry and record on the worksheet. 將送洗衣物帶到樓層備品間，并在工作表上做記錄。 1. Call down to laundry department immediately. 立即通知洗衣房。 2. If having found the laundry without list of signature, don’t remove from the room. Call Housekeeping office for reference. 如發(fā)現(xiàn)送洗衣物沒有簽名的洗衣單，則不要從房間拿走。應向客房部辦公室查詢。 3. Check the “DND” room sign before 11:00 hours. 在 11 點前檢查 “DND”房。 4. All items not being hung on hangers must be placed and delivered to the guestroom in the approved laundry basket. 所有不用衣架掛起的衣物應使用規(guī)定的洗衣籃送回客房。 ? Trouser Procedure 褲子程序 a. All trousers delivered to the guestroom will be hung on hangers unless the guest requests otherwise and covered with plastic bag. 所有褲子應使用衣架掛著送回客房，除非客人要求不用，則使用塑料袋裝好送回。 ? Shirt Procedure 襯衣程序 a. Shirts will be hung on hangers only if the guest requests and covered with plastic bag. 襯衣應使用衣架掛著送回客房，如客人要求不用，則使用塑料袋裝好送回。 b. All French cuff shirts, the cuffs will be in a pressed folded manner and remain folded either when hung on or folded and delivered in a laundry basket. 所有法式袖口的襯衣應將袖口疊好，無論是用衣架掛或疊好裝在洗衣籃里。 c. When a shirt is folded, it will have a collar card, shirt board, wrapped in plastic shirt bag and delivered to the guest in a laundry basket. 16 當襯衣疊好時應使用領卡，襯衣板，用塑料襯衣袋包裝后裝在洗衣籃中送還客人。 d. All silk shirts have to be on hangers to protect them from wrinkling covered with plastic bag. 所有絲綢襯衣必須用塑料袋蓋好，并使用衣架掛起以防褶皺。 ? Underwear Procedure 內衣程序 a. All underwear will be folded and kept in the laundry basket with tissue covering and logged sticker. 所有內衣應被疊好打上標簽用綿紙蓋上放在洗衣籃中。 ? Suits Procedure 西服程序 a. All suits will be hung on a hanger with a plastic bag covering them. 所有西服應使用衣架掛好并用塑料袋蓋上。 ? Ties 領帶 Ties will be hung on tie hanger and covered with plastic bag. 領帶應使用領帶架掛好并用塑料袋蓋上。 STANDARD OPERATING PROCEDURES Subject : DEFINITION OF A GUEST 定義一個客人 Effective Date : Policy No : HSKP011 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates Objective: 目標 To know the person you are dealing with. 認清你正在服務的客人。 17 Policy Statement: 政策 It is the policy of Plaza Royale to ensure all Employees work hard to achieve one goalEvery Guest Leaves Satisfied. 確保所有員工努力工作能達到一個目標 每一個客人都能滿意地離開。 Procedure: 程序 Guest is: 客人是 ： ? . (VERY IMPORTANT PERSON) （十分重要人物） ? Is someone who furnish money in our hotel, bring us business. 付錢給我們酒店的人，給我們帶來生意。 ? Is someone provide us job opportunities. 提供工作機會給我們的人。 ? Is not someone to argue with. 不是與之爭論的人。 ? Is always right in their mind. 他們認為他們永遠是對的。 ? Is willing to pay fairly for the service they receive. 愿意為他們受到的服務付出相符的費用。 ? Will satisfy their desires here or with our petitors. 能在我們酒店或競爭者那里滿足需求的人。 STANDARD OPERATING PROCEDURES Subject : HANDLE GUEST COMPLAINTS 處理客人投訴 Effective Date : Policy No : HSKP012 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates Objective 目標 To ensure all guests leave satisfied. 確保每一個客人都能滿意地離開 。 Policy Statement 政策 It is the policy of Plaza Royale when a guest plaint occurs NEVER ignore or avoid it. Do whatever it takes to ensure every guest leaves satisfied. 18 當客人抱怨時不能坐視不管或回避。必須盡量讓客人滿意地離開。 Procedure 程序 1. When a problem occurs. The following steps should take place to make sure the problem is resolved to the guest’s satisfaction. 當發(fā)生問題時，應照以下步驟做，以確保問題能得到解決并讓客人滿意。 ? Listen 傾聽 ? Empathize 表示同情 ? Apologize 道歉 ? React to resolve the problem 反應要解決問題 ? Notify the guest what was done to solve their problem ? 通知客人為解 決問題我們做了些什么。 2. Handling guest plaints. 處理客人投訴。 ? Listen attentively, give the guest your full attention. 留心傾聽，讓客人覺得你非常關心。 ? Don’t interrupt. 不要打斷客人。 ? Don’t argue with the guest. 不得與客人爭論。 ? Thank the guest for bringing the problems to your attention. ? 感謝客人提出了你需要 注意的問題。 ? Get the guest’s name early in the conversation and use it often. 交談開始后先問清客人的姓名，并在交談過程中頻繁使用。 ? Apologize for the trouble but do not assign blame. 為問題道歉但不要推卸責任。 ? If you cannot resolve the problem, contact your manager immediately. 如你不能解決問題，必須立即通知你的經理。 ? Follow up to ensure that the problem had been resolved. ? 跟進