酒店客房服务员回收餐盘餐车标准操作(中英文).doc

酒店客房服务员回收餐盘餐车标准操作
Why is this task important for you and our guests?
为什么此项任务对您和客人如此重要?
Answers:
回答：
1. We can increase our GSTS score.我们能够提升客人的满意指数
2. I can show my professionalism.我们能够展示我们的专业
3. I want to make our guests feel comfortable.希望我们的客人更加舒适
4. I want to show, that we take care of our guests in the guest room as well as when walking on the corridor.我们应让客人感觉到我们对他的房间非常关注,同样过道也是一样
WHAT/ STEPS
步骤
HOW/ STANDARDS
如何做/标准
1)      Check the guest room检查客人房间

Look around the room for other items belonging to room service, e.g. empty bottles, cups, saucers, napkin, etc.环视房间,检查是否有送餐部的物品,如空的餐盘,杯子,.碟子和餐巾等

If a glass/cup is filled with contents, empty it into the bathroom sink before placing it in the tray.在收集存放之前应将客人未吃完的食品倒入一个小垃圾袋(并将口袋封好)

Place items in the center of the trolley/tray. Do not place them on the edge.将所收集的餐具平放在餐车的中央,不要垒得很高

2)      Cover tray / trolley覆盖盘子或餐车

Fold down both leaves of trolley table.将餐车两边的小板放下来

Fold both corners of the tablecloth towards the center with one side lapping the other.将桌布收拢并盖住所有的东西

If there is a service tray, use the table napkin to cover the items.如果是餐盘,用餐巾盖住客人未吃完的食物?

3)      Remove the tray / trolley移动餐盘/餐车

Push trolley out of the room. Never leave tray/trolley along the corridor.将餐车从房间内推出来,千万不要将餐车单独放在过道上

Park trolley properly against the wall in the service area near the elevator. Do not block any doorways.将餐车靠墙放在员工工作区域,靠近电梯,但千万不要堵塞通道门

Place the tray on the shelves provided in the service area (Pantry).将餐盘放在工作间的架子上

If the trolley is obstructing the service area, call room service to pick-up the trolley immediately. 如果餐车阻碍了工作区域的工作,应通知送餐部马上将其移走
Summary questions:
问题概述：
1. Why can’t I just phone Room Service to collect the tray if there is no guest in the room? 如果客人不在房间,为什么不能直接通知送餐部来收取餐盘?
2. What else in the room do I need to look out for? 在房间内应巡视些什么物品?
3. Why can’t I keep the tray/trolley in the pantry for re-use? 为什么不能将餐盘和餐车保留在工作间内重新使用?
4. When do I need to call room service? 什么时候需要通知送餐部?
5. How do I handle fruit amenities which have been spoiled? 如何收拾客人吃剩下的物品?
6. Should I check fruit amenities daily? 需要每天检查食物吗?