【正文】 e 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(yīng)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(yīng)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(yīng)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(yīng)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(yīng)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.當(dāng)襯衣疊好時應(yīng)使用領(lǐng)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(nèi)衣程序a. All underwear will be folded and kept in the laundry basket with tissue covering and logged sticker.所有內(nèi)衣應(yīng)被疊好打上標(biāo)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(yīng)使用衣架掛好并用塑料袋蓋上。 Ties領(lǐng)帶 Ties will be hung on tie hanger and covered with plastic bag.領(lǐng)帶應(yīng)使用領(lǐng)帶架掛好并用塑料袋蓋上。STANDARD OPERATING PROCEDURESSubject: DEFINITION OF A GUEST 定義一個客人Effective Date: Policy No: HSKP011Issued by: Page: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesObjective:目標(biāo)To know the person you are dealing with.認清你正在服務(wù)的客人。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(biāo)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(wù)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 PROCEDURESSubject: HANDLE GUEST COMPLAINTS 處理客人投訴Effective Date: Policy No: HSKP012Issued by: Page: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesObjective目標(biāo)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.當(dāng)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(dāng)發(fā)生問題時，應(yīng)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(yīng)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(guān)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(zé)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(jīng)理。 Follow up to ensure that the problem had been resolved. 跟進工作以確保問題得到解決。STANDARD OPERATING PROCEDURESSubject: JOB SAFETY 工作安全Effective Date: Policy No: HSKP013Issued by: Page: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesObjective:目標(biāo)To minimise accidents in the work place.盡量減少工作地點發(fā)生的事故。Policy Statement:政策It is the policy of Hotel that an Accident hurts! Nobody can take away your pain and lost time at work! Therefore, we need to be alert and willing to remove potential hazards at all times in order to prevent accidents.事故會造成傷害！沒有人能帶走你的傷痛和追回失去的時間。因此，我們必須時刻警示并愿意消除潛在的危險，以防止事故的發(fā)生。Procedure: 程序To be safe, you must constantly be aware of your actions and the changing environment around you. There are several ways to prevent accidents.要想安全，你必須一直都清楚你的行動及周邊變化的環(huán)境。以下是一些預(yù)防事故的措施：1. Care about safety.注意安全。2. Recognise potential accident situations.認識到潛在事故的情況。3. Remove, repair or avoid potential hazards.移走，修理或避開潛在危險。4. Be aware of yourself and your limitations.清楚你自己的弱點。5. Do your work the safe way, do not rush.以安全的方式工作，不要搶。6. Ask for help if needed.在需要時尋求幫助。7. Think safety for yourself, your coworkers and your guests.考慮你的，同事的和客人的安全。STANDARD OPERATING PROCEDURESSubject: DO NOT DISTURB 請勿打擾Effective Date: Policy No: HSKP014Issu