1、Task How to Make up a Bed Page 1 of 4STANDARD OPERATING PROCEDURE标准操作程序标准操作程序HOW TO MAKE UP A BED怎样做床TASK NUMBER: 任务序号HKFL-0008 客房部文件-0008DEPARTMENT: 部门Housekeeping 客房部DATE ISSUED: 签发日期October-2010 2010 年 10 月GUEST EXPECTATION: 宾客期望I expect my bed changed daily and made up properly. I enjoy a comfor
2、table bed and a good nights sleep after a hard working day.我希望我的床每天都更换并严格的整理好。在每天的辛苦工作后我能享受到舒适的床和优质睡眠TIME TO TRAIN:培训时间25 minutesWhy is this task important for you and our guests?为什么这项工作对你和顾客很重要？Answers: 1. If the bed is well prepared this in creases the GSTS score.如果床做得很舒适会增加顾客满意度。2. Show professio
3、nalism.展示专业素质。Task How to Make up a Bed Page 2 of 43. The bed in the guest room is one of the most important features and images of the hotel. How it is made is an important addition to its comfort.客房中的床是酒店形象的一部份，如何做好床是增强酒店形象的一个重要因素。WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS1) Move the bed 移动床Pul
4、l the bed away from the wall把床从墙边移开。Why do I have to move the bed from the wall?为什么要把床从墙边移开？2) Guest belongings客人财物Remove any guest belongings from the bed and place them on the table.把客人物品从床上拿开并放在桌上。Why do I have to pay special attention to guest belongings?为什么要注意客人的财物？3) Strip the bed 拆床Bed sheet
5、, pillow and duvet cover must be stripped one by one, ensure guest clothing is not being rolled into bed sheet and taken away together with soiled linen.床单、枕头和羽绒被必须一个个拆掉，确保客人的衣物不会与脏的床上用品一起拿走。What happens if guest items are with the soiled linen?如果客人的物品与脏布草放在一起会发生什么？4) Remove the duvet and pillows拿开被
6、子和枕头Place duvet and pillows on a chair and not on the carpet for hygiene reasons.为保证卫生将被子和枕头放在椅子上而不是地毯上。Why can I not put the Pillows and Duvet on the floor?为什么不能将被子和枕头放在地上？5) Soiled linen 脏的布草Place soiled linen into the soiled-linen bag and not on the floor.将弄脏了的布草放进布草袋而不是地板上。Why do I need to put t
7、he soiled linen into a bag?为什么需要将脏布草放进袋子6) Mattress 床垫Change the mattress pad if it is stained.床垫如果脏了就要需要更换。Turn mattress according to schedule.按照计划翻床垫。What is the difference between the upside and the downside of the mattress?床垫的上下面有何区别？How often are mattresses changed多长时间更换床垫？Task How to Make up a
8、 Bed Page 3 of 47) Bed sheet 床单Spread the bed sheet over the mattress and tuck in all four corners. Pull the sheet firmly over the mattress while tucking in.将床单铺盖在床垫上并折起四角。折角时将床单牢牢固定在床垫上。Why does the Bed sheet need to be firmly over the bed?为什么床单要牢牢固定在床垫上？WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTION
9、S8) Duvet cover 被套Place the duvet cover on the bed.把被套放在床上。Take the left and right corner of the duvet and insert them into the respective corners of the duvet cover. 抓住被子的左右两角塞入被套相对应的位置。Do the same with the Pillow.枕头也是同样的做法。Straighten the edges and corners.拉直边角。Smooth the duvet and place it in the
10、middle of the bed with 40cm hanging over the sides and bottom edge.拉平被子，放在床中心并与床边和尾部垂悬 40cm。Standard:标准- 4 Pillows4 个枕头- 1 or 2 Duvets 1-2 个被子- 1 or 2 Bed sheets 1-2 个床单- Bedspread or Bed runner 床罩或床旗How do I pull the Pillowcase over the Pillow and the Duvet cover the Duvet?怎样将枕头和被子放进枕套和被套？How many
11、Pillows, Duvets, Bedsheets do we have in a guest room?客房需要几个枕头、被子和床单？9) Bedspread 床罩Put the Bedspread on the bed and tidy the corners.把床罩放在床上并弄整齐四角。Ensure that the bed runner is not touching the carpet.确保床裙没有接触到地毯。What is the Bedspread for?床罩有何用处？Do I need a Bed runner when I have a Bedspread有床罩时还需要
12、床旗吗？10 ) Replace the bed 把床放Use your knee and push the bed back against the wall.用膝盖将床推至靠墙。How can I move the Bed back in its original position?Task How to Make up a Bed Page 4 of 4回原处 Smooth the bed out.将床弄平整。怎样将床放回原始位置？Summary questions: 1. What is important before you start making up the bed?做床前最
13、重要的是什么？2. What do you need to do with the guests belongings?客人财物应该如何处理？3. What do you need to take in consideration when you remove the Pillow and the Duvet?当移动枕头和被子是要考虑哪些因素？4. Where do you need to put the soiled linen?脏布草要放在哪里？5. Where can you see the turning time for the mattress?床垫的调整时间可以从哪里看到？6.
14、 How do you change the Duvet?怎样去更换被子？7. Do you always need a Bed sheet?是不是总是需要床单？8. Do you have to replace the Bedspread?要不要更换床罩？9. Do you have to smoother the bed after retuning it?将床放回原处后有没有将其弄平整？Now ask the trainee to practice the task from start to end to test competency.现在让受训者从头到尾操作此项工作，以此测定其技能。
