STANDARD OPERATING PROCEDURE 标准操作程序 HOW TO CLEAN GUEST SHOES如何提供擦鞋服务 TASK NUMBER: 任务号： DEPARTMENT: 部门 ： DATE ISSUED: 日期： GUEST EXPECTATION: 客人期望： HKFL-0021 Housekeeping 客房 I like to wear polished shoes – I think they make a statement about a person. Usually I travel with minimal shoes – often only 2 pairs, so they need regular cleaning treatment. This is a service which is an added extra to 5 star hotels and I appreciate it. 我喜欢我的鞋是光亮的---我想它们是一个人身份的象征。.通常我出门最少带两双鞋,所以它们需要定期擦拭,这是一个五星级酒店的附加服务,我很欣赏它. 20 minutes TIME TO TRAIN: 培训时间： Why is this task important for you and our guests? 为什么这些对你和我们的客人很重要？ Answers:
1. I am able to increase the GSTS score 我能提升客人的满意度. 2. I can show my professionalism
Task – How to Clean Guest Shoes
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我能展示我的专业性
3. I can offer more services than only making up the room 我能提供更多的服务.
4. Cleaned and polished shoes are important for our guests 干净并光亮的鞋对我们的客人是很重要的 WHAT/ STEPS步骤 1) Collect shoes 接受鞋子 HOW/ STANDARDS标准 When guest places shoes on the shoebox in the closet or calls Housekeeping, collect the shoes and take them to the pantry. 当客人把鞋放在鞋筐或打电话给客办时,就把鞋拿到服务台. Write the room number on a piece of paper and put it in side the shoe. 写一个带有房号的纸片放入鞋中. Check the material of the shoes. 检查鞋的材质 If you are uncertain, check with your supervisor 如果你不能确定就让你的主管来帮你. Clean shoes first from dirt. 首先擦净鞋的灰尘
TRAINING QUESTIONS问题 Do I need to clean shoes of guests as well when they are not placed on the shoe box? 没放在鞋筐中的鞋需要擦吗? Why do I need to put the room number on a piece of paper? 为什么要把写有房号的纸条放到鞋中. Can I take brown shoes paste for black shoes? 能用棕色的油擦黑鞋吗? Is 5 minutes enough to wait before polishing? 为何要停5分钟 What is the difference between a brush Page 2 of 4
2) Clean shoes 清洁鞋 Task – How to Clean Guest Shoes
3) Return shoes 还回鞋 Take the brush and use: 用鞋刷并用: - black shoe paste for black shoes - 黑油擦黑鞋 - brown shoe paste for brown shoes - 棕油擦棕鞋 - Natural color for others - 无色油擦其他色鞋 Wait for 5 minutes before polishing. 等5分钟然后擦亮 For polishing use a polishing brush or a cloth. 抛光时用专用鞋刷或擦鞋布 Have 3 different cloths ready for each shoe color. 要准备三种不同色的擦鞋布 PHOTO#1 After shoes are clean and polished, return shoes to the room and place them the box with a tag: 当鞋擦好后将鞋放进盒子里并附上说明: Dear Madame/Sir we have returned your shoes. and a cloth. 鞋刷和擦布有何不同? Why do I need 3 different cloths. 为什么需要三种不同色的布? Summary questions:
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总结问题
1. Why do guests want their shoes to be cleaned? Why can’t they use the Shoe Buffer provided in their room to do it themselves? (answer - because that only polishes, doesn’t add stain)
为什么客人想他们的鞋洁净?为什么他们不用房间里提供的鞋擦?(答案—因为那只能擦亮鞋但不能去掉污点)
2. What happens if I use the wrong shoe paste? 如果用错鞋油会发生什么?
3. What happens if I mix up the room number? 如果弄混房号会发生什么?
4. Is there a difference between cleaning male and female shoes? 男鞋和女鞋的清理有何不同?
Now ask the trainee to practice the task from start to end to test competency. 培训回顾
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