Turndownservice开床服务
夜床服务英语对话
夜床服务英语对话（最新版）目录1.夜床服务的定义和重要性2.夜床服务的英语表达方式3.英语中与夜床服务相关的常用语和表达正文夜床服务是酒店业中的一种常见服务，指的是在晚上为客人提供床铺整理、灯光调节、窗帘关闭等一系列舒适的就寝环境。
这项服务旨在让客人在疲惫的旅途中能够更好地休息，提高酒店的服务质量和客人的满意度。
在英语中，夜床服务通常被称为“turndown service”或者“nightly turndown service”。
对于学习酒店管理或者从事酒店行业的人来说，掌握与夜床服务相关的英语表达是非常重要的。
以下是一些与夜床服务相关的常用语和表达：1.Turndown service: 夜床服务2.Room turndown: 房间整理3.Make the bed: 整理床铺4.Set up the nightstand: 摆放床头柜5.Turn down the lights: 调暗灯光6.Close the curtains: 关闭窗帘7.Set the alarm clock: 设置闹钟8.Check the guest"s preferences: 查看客人的喜好以下是一个关于夜床服务的英语对话示例：Hotel Staff: Good evening, sir.Is there anything I can do for you?Guest: Yes, I"d like to have the turndown service tonight, please.Hotel Staff: Certainly, sir.I"ll make sure the room is ready for you.Guest: Thank you.Also, can you set the alarm clock for me tomorrow morning at 7 am?Hotel Staff: Of course, sir.I"ll take care of it.Have a good night"s rest.通过以上对话，我们可以看出夜床服务在实际应用中的重要性。
turn-down service
Service procedure：
I. Room Attendant plan to do the turn-down service:
( Knocking at the door three times) Housekeeping. May I come in? Greet the guest.
3) I'm always at your service . 我随时为您服务。 4) 还有什么需要我做的吗？ Is there anything else I can do for you?
5) 如果你方便你可以现在就打扫。但是在你开始之 前能否帮我做点事情呢？ You can do it now if you like. But before you start, would you like to do something for me?
If the guest say “NO” :
What time/ When would you like me to do the turn-down service? What time would be convenient?
Could I have an extra bed? Please call the Reception Desk first, I’ll get you one with their permission.
夜床实训报告
夜床实训报告在酒店服务业内，“夜床服务”，英文原名是turndownservice，意为帮你把“窗帘拉下”。
它的核心就是给客人营造夜晚的感觉，帮客人做足一切入睡准备。
有些酒店也将这项服务叫做“开夜床”，客人在房间没有出去，你会听到服务生礼貌地询问：你好，是不是需要开夜床？倒头就睡的人从来不会理解那些辗转难眠客人的痛苦，通过环境的渲染，而增加房间的入睡指数是各个酒店一直努力做的服务，这不仅包括盛行一时的枕头菜单，还包括种类繁多的夜床服务。
时间：视酒店客房数量而定，夜床服务时间基本在傍晚5点半至晚上9点半之间，尽可能选择宾客出游以及晚餐时间，以求达到“隐形”服务之极。
内容：夜床服务分两大块内容，二次整理房间以营造入睡氛围，以及赠送晚安礼物以加深入住体验感。
夜床服务程度：开不开夜床，是否提供夜床小礼物并不是酒店高低优劣的衡量标准，视酒店品牌精神和市场走向而定。
凯悦集团崇尚简洁、高效，从柏悦、君悦到凯悦，几乎只是对房间做最基础的打扫；而以warm著称的香格里拉则会在赠送夜床礼物上花费心思。
两者并无好坏之分。
而像苏州凯宾斯基等酒店则把全套的夜床服务作为会员福利提供，以体现会员的优越感。
非酒店专业人士其实并不了解每个品牌的内涵，夜床礼物便是一个生动的窗口。
豪华精选酒店以“人生是各色经历的集锦”为定位，各个酒店都致力于为各地旅游爱好者们打开一扇通往全球最激动人心和最令人向往目的地的大门。
杭州尊蓝豪华精选为每一位入住的客人准备了一支羽毛笔。
一支古典优雅的羽毛笔，也是邀请所有的贵客都能在体验各地风情的同时，书写下属于自己的心境与故事。
天津XXX大饭店始建于1863年，曾经接待过众多全球领导人并见证过许多标志性的活动，因其引以为傲的历史被称为“外交酒店”。
酒店的夜床礼物是将饭店一百五十余年历史融入其中的纪念版明信片或下榻过酒店的孙中山、胡佛、张学良，梅兰芳等历史名人纪念书签。
每天一张不同的明信片或历史名人书签，幸运的客人会集齐一套。
夜床服务
3、If guest in the room, getting permission （允许） from the guest, can open the door into the room. 如遇客人在房间，得到客 人允许后，方可开门进 入房间。
（二）、Open Air conditioning and lights
Leave the guest room 离开房间
Fill in the registration form 开夜床单登记
一、夜床服务流程 STEPS
（1）、turn down service time： 18：00--21：00 （2）、knock on a door： 1: If room door hanging the "DND", will be "guest notification" card from the crack of the door into the room, this room is not open beds; 如果房间门挂着“DND”，则将“客人通知”卡从门缝中塞入房间，此房间不开夜床；
饭店为客人精心准备各种助眠饮品，如牛奶、豆浆、 酸梅汤、麦片等，供客人根据自己的口味选择。
Innovation
Innovation
马来西亚香格里拉莎利雅度假酒店 Special night bed service：在小朋友床上放一本童话故事
读物，每日不同，都是沙巴当地寓言故事。在大人床边则会放一本消失的 地平线
Turn-down service
13旅管: Zhiqing Luo Qingqing Chi
C:\Users\ZHIQI NG\Desktop\卡 农-钢琴曲(帕卡 贝尔).mp3
夜床服务英语对话
夜床服务英语对话（最新版）目录1.夜床服务的概念2.夜床服务的英语表达3.英语中与夜床服务相关的对话示例正文夜床服务，顾名思义，是指在晚上为客人提供床铺整理、灯光调节等一系列服务的一种酒店服务。
这种服务旨在为客人提供更加舒适、便捷的入住体验，让客人在劳累的一天后能够更好地休息。
在英语中，夜床服务通常被称为“turndown service”。
接下来，我们将通过一个英语对话示例来学习如何用英语表达夜床服务。
对话双方：酒店客服（Hotel Customer Service）与外国客人（Foreign Guest）酒店客服：Good evening, sir/madam.Is there anything I can assist you with?外国客人：Yes, please.I would like to inquire about the turndown service you offer.酒店客服：Of course, sir/madam.Turndown service refers to the service we provide to ensure our guests have a comfortable and restful stay.This includes turning down the beds, adjusting the lighting, and providing a quiet and relaxed environment.外国客人：I see.When is the turndown service usually provided?酒店客服：Our turndown service is generally provided between 5 pm and 8 pm, but we can also arrange for a specific time if you have any special requests.外国客人：That sounds great.Can I request for the turndown service now?酒店客服：Absolutely, sir/madam.Please let us know if you have any other requests or needs during your stay, and we will be happy to assist you.通过这个对话，我们可以了解到，夜床服务在英语中是“turndown service”，一般晚上 5 点至 8 点之间提供，当然也可以根据客人的需求进行调整。
客房部配需-夜床服务的顺序A15TurndownservicesequenceCN
Service Sequences for the Turn Down+夜床的服务程序Arrival for turn down shift开夜床前的准备1.Attend turn down briefing班前会2.Collect boards 夜床报表3.Sign for keys领用钥匙4.Collect equipment and turn down amenities开夜床要用的设备和物品5.Set up turndown trolley准备工作车Bedroom卫生间1.Remove all garbage清除所有垃圾2.Remove room service trolley or tray清除送房车或托盘3.Close all the curtains关闭窗户4.Dusting抹尘5.Turn down the bed做床6.Refill ice补充冰块(仅限套房)7.Place turndown amenity放置夜床物品Bathroom卫生间1.Remove all garbage清除垃圾2.Pick all dirty bathroom linen更换脏布草3.Wash ashtray, plates and glasses, etc.洗烟缸,杯子,碟子等.4.Apply XYZ cleaning agent喷清洁剂5.Clean the toilet洗卫生间6.Clean the bathtub洗浴缸7.Clean the shower cubicle1洗淋浴房8.Clean the waste bin清洁垃圾桶9.Clean mirror清洁镜子10.Clean the basin and marble counter/shelf清洁脸盆和大理石台面/架子11.Polish the steel metal擦亮金属配件12.Replace fresh towels and roles, guest amenities补充布草和消耗品13.Clean the floor清洁地面End of Shift扫尾工作1.Empty ice bucket倒空冰桶2.Empty soiled linen bags倒空脏布草袋3.Put away turn down amenities拿走夜床用品4.Restock trolley放好工作车5.Return board/report to office把报表放到办公室6.Report to team Leader before signing out在下班前报告领班2。
夜床服务工作程序与流程
工作行为规范系列夜床服务工作程序（标准、完整、实用、可修改）编号：FS-QG-80106夜床服务工作程序Turn-down service work procedures说明：为规范化、制度化和统一化作业行为，使人员管理工作有章可循，提高工作效率和责任感、归属感，特此编写。
一、准备1、准备好清洁工具和工作车、钥匙卡、对讲机等。
2、必要时准备赠送的鲜花和小礼品。
二、开夜床按照敲门进房的程序进入房间:1、敲门或按门铃:用食指或中指的指关节在门的表面敲三次，每次三下。
服务员面带微笑，站立于门镜前方，以利于客人观察。
2、第一次敲门，说:Housekeeping，turndownservice(客房服务员，可以开床服务吗)等候客人应答。
如无客人应答，间隔5秒钟，再敲第二次。
3、第二次敲门和第一次相同，如无客人应答，拿出钥匙轻轻开启房门，手不离把手，只将房门推开15公分，并把钥匙放入口袋。
4、第三次敲门同样报上:Housekeeping，turndownservice后，如无人应答，将门打开。
注意不要猛烈推门，然后把取电牌插入取电板内。
三、整理卧室根据夜床表显示人数开床:1、双人房间住一人时，要开客人睡过的床或以床头柜为准，开靠浴室的一张床2、两人住的双人间，则各自开靠近床头柜的一侧。
3、双人床住两人，可两边都开。
4、以床头柜为中心，被角翻折45度，边线与床中线对齐，把床整理好。
5、整理枕头。
枕头要饱满、四角坚挺、中缝对齐，摆放床的中间位置6、把礼品、鲜花或放在折起的被角中间位置。
7、拖鞋放于开夜床的一侧的中间位置，摆放整齐。
四、整理卫生间1、将房间内的垃圾、杂物收入垃圾桶内，并用抹布擦净台面、桌面浮灰，补充客用品并摆放整齐。
2、清洗用过的水杯、烟缸。
3、将客人意见表、早餐卡遥控器、电视节目单放在床头柜上。
4、将靠近卫生间的顶灯和床头灯打开，其余灯关掉、灯光要微弱。
5、关好窗户，拉好纱帘，以不透光为标准。
6、将客人使用过的面盆、马桶清洁干净，各类毛巾摆放整齐。
housekeeping
CONTENTS目录The Housekeeping Department房务部1.迎宾服务(Welcome to guest service)2.洗衣服务（Laundry service）3.开夜床服务(Turn-down service)4.叫醒服务（Wake-up service/Morning call service）5.清房服务（Make-up room service）6.开门服务（open the door service）7.开保险箱服务(open the safe box service):8.建议客人使用保险箱（Suggest use the safe-box service）9.拔打外线电话服务（Dial-up outside telephone service）10.上网服务(getting the internet service)11.拼床服务(Get two beds together service)12.异味投诉(Terrible smell complaint):13.加床服务(Extra bed service):14.寻物服务（Looking for something service）15.送客服务(Send-off to guest service):16.客房服务常用词语（Useful words and expressions for housekeeping service）PART 1迎宾服务(Welcome to guest service)FA:Good morning(afternoon / evening),sir. Welcome to the x x (18th) floor. May I help you? / May I take yourbaggages for you? / May I have your room NO. ?Please follow me.Is this your first visit to our hotel?I‟ll make sure that you like the room. I think so.I‟m very glad that you come back.G: Yes, How do you know? / No, I had came here many times.FA: I guess, I‟m very glad that you come back again.Here is room 1808, May I have your key?let me open thedoor for you.(Here it is.)You first, please.(then turn on the light)Put your key into the lock, pull out, turn the doorknob,open the door.Anything else? / I can do for you?G: No, everything is fine.FA: May I close the door?Have a good night/day. See you later!PART 2洗衣服务（Laundry service）Morning! May I come in?G: Yes, Come in.Do you have/want any laundry?G: Yes, Here you are.Can I have a check (have a look) for you?G: Sure, Go ahead.①There is a hole in this trousers, Do your know it? Doyou still want to wash?②I found something in your pocket of shirts.③This is a card(key) in your pocket.G: Oh, yeah, thank you for your finding.④This shirt missing a button, Do you know it?G: Yes, I know. Can you sew one for me?Please fill in this form? I need your signature. Could yousign your name, please?G: When will it be back?When do you want to return it?G: About 8 o‟clock tomorrow morning.General speaking, It‟ll be back the next day, If you areurgent for it, we‟ll do it by express service. We willdeliver it within 4 hours at a 50% extra charge.Maybe you‟ll find them in your wardrobe. / Maybe its behanged in your wardrobe.This is your laundry, please have a check.According to our hotel‟s regulations (policy). You haveto pay for it in cash!G: No problem, how much is it?Total is 150.00RMB. This is your small charge, pleasehave a check! (Just a moment, please. I‟ll give you smallcharge.)PART 3开夜床服务(Turn-down service)Housekeeping, Good evening, sir. I‟m a room attendanthere. May I do turn-down service for you now?G: What‟s your meaning about turn-down service?That is to say: make up your room simply, for example/instance: closing the curtain/ drapes, take away therubbish, boiling the water and so on.G: OK, please do it.Excuse me, I want to have extension“62”, May I useyour telephone.G: Sure, take yourself/ Of course.Thank you very much.Do you need to change a few towels?G: No, I want to use the towels again. It‟s so cold, Can you give me one more feather quilt.No problem, I‟ll get it for you when I finish this work.Sir, I have finished my work, so I have to say-bye! (Or Ithink everything is OK!)G: Thanks a lot, this is for you! / Tips for you!Have a good night! / Have a sweet dream!PART 4叫醒服务（Wake-up service / Morning call service）①Housekeeping! Morning sir, It‟s your wake-up service. G: Oh, What time is it?I have got up before five minutes, Thank you any more.②It‟s half past six(ten to eight).G: Thank you very much! By the way, At what time is opening on the coffee shop?The coffee shop serves breakfast from 6:00a.m. To10:00a.m.G: Are you sure? (Yes, of course).G: My room NO. is 1808, I want to have a wake-up service, because I‟m afraid that I staying in bed late.No problem, what time, please?G: It‟s 6 o‟clock.It‟s 6 o‟clock, OK, Would you like to be waked up by knock at the door or ring up?G: Both of way pleases. (Take yourself)PART 5清房服务（Make-up room service）Housekeeping, Good morning! I‟m a room attendant here.May I make-up your room now?G: Well, I‟m a little busy now. Can you come back later? / Yes, Please do it.What time would you like me to clean? / What time would be better for you? / What time would be convenient for you?G: Sometime after lunch would be great. / After half an hour./ If I want, I‟ll call you!Excuse me,sir.May I vacume your room?G: Of course, go ahead.Sorry to disturb you, I‟ll come and do it after an hour. See you later.If you are free, please put out a “make-up room”sign, I‟ll come and clean your room at the sight of the sign.May I move these things on your desk?I have finished my work.G: Very well, it‟s very kind of you, Thank you.You are welcome. / It‟s my pleasure. / At your service.Please put your key in this box of electric power.PART 6开门服务（Open the door service）: May I help you, sir?G: Yes, I leave the key in my room. Can you help me toopen the door?May I have your room NO.?G: 1808.May I have your welcome card (ID. Card or passport)? G: Sorry, All things been leaved in my room.Then may I have your name?G: My name is Kenny.Can you tell me how to spell your name?G: X-X-X-X-X.Wait a moment, please. I‟ll get the master key of floor.Sorry to have kept you waiting. Please show yourpassport to me if you have.Have you any speical things in your room ,please?G: I have a computer of “IBM”on the desk.For the guest‟s safty, you have to go to the reception forasking.OH, your key has lost efficacy, you have to go to thereception for checking.G: Mr. Lee, Thank you for your cooperation.PART 7开保险箱服务(Open the safe box service):May I help you?G: Yes, My safe box cann‟t be opened, Do you have an idea?Maybe I have. By the way, Do you remember thepassword?G: Yes, It‟s 123456. / Sorry, I forgot it.Now, Let me have a try first ( In put the password ). (Open): Aha, It‟s opened.G: How to do it?Let me show you how to ues the safe box.(Do not open): I have to get our supervisor/manager,pleasewait a moment.I‟ll call/ask the supervisor to take the key for your safebox.Maybe it‟s not enough power, because it appear “LOWBATT” sign. I‟ll change some batteries immediately.I‟m sure that the safe box doesn‟t work, so I have tochange one for you.PART 8建议客人使用保险箱（Suggest use the safe-box service）Housekeeping! Good evening, sir! I‟m a captain here!We found a lot of money in the drawer of desk. When wemake up your room. (Turn down service for you)G: OH, Yeah, I remember it. (You are right.) What‟s wrong?For your safety, I suggst that you‟d better①use the safein your room . ②put its in the safe box.G: That‟s a good idea, Thank you very much. / I t‟s very kind of you. I‟ll do that next time.Very well, good night! I hope that you enjoy your staywith us!PART 9拔打外线电话服务（Dial-up outside telephone service）G:Hello, Can you help me?Of course, if I can.G: I want to phone a long distance call, but I don‟t know how to do it, please.First, you‟ll dial “9”, then country code, and city area,and then telephone number.G: I want to call my home, I don‟t understand, what she said in the receiver. Can you help me?Maybe you must ask the operator for IDD service.G: I want to call my friends whose room NO. is 1808.What shall I do?You dial 1808 directly, If rooms under the tenth floor,You can dial “8” first, and then dial the room number.PART 10上网服务(getting the internet service)Housekeeping! Good evening, May I help you? / Do youwant to get internet?G Yes, please help me!May I come in and have a look? / let me have a try.①The cable doesn‟t work, I‟ll change one for you,please wait a moment.②Maybe you have to write down these IP addressdefault gateway and DNS server address, Because I‟llchoose “obtain all address automatically.”③I want to ask sb. to take care of it, May I use yourtelephone?④May I take your computer to another room for trying?⑤I‟m sorry to tell you that we have to change the roomfor you, Because the ADSL networking doesn‟tthrough.⑥I think your computer have some virus, So I have noidea.I think(that) everything is OK, Please try anotheraddress.(Please try to receive your E-mails.)My pleasure, Have a good night.PART 11拼床服务(Get two beds together service)Housekeeping! Good evening, sir! I‟m a room attendanthere. Do you need get two beds together?G: Yes, Please help me.Of course, I‟ll ask my colleague to do it with me. So wehave to wait a few minutes.G: OK, I‟ll watch the TV at first.Do you like this room?Excuse me, we‟ll began to do that.Everything is all ready, If you have any questions, pleasedial extention “62”.G: “62”?Yes, It‟s housekeeping.G: I see, Thank you a lot.You are welcome, Good night!PART 12异味投诉(Terrible smell complaint):G: There‟s a terrible smell in my room.May I have a look?①OH, The bad smell comes from mini-refrigerator, MayI change one for you immediately.②OH, I see, Don‟t worry, It comes from a kind of fruitthat durian. Maybe someone is eating it in other room.③It may be coming through the air conditioner, I‟ll askthe engineering department to look into it.④Yes, It‟s bad smell, But I don‟t know where does itcoming from. Do you mind to change the room? /Don‟t worry; I‟ll deal with the problem at once.⑤It smells thick smoking, I had better spray the airfreshener.PART 13加床服务(Extra bed service):G: May I have an extra bed put in my room tonight?No problem, But you first have to ask the receptionist. G: OK, What‟s telephone number of receptionist?It‟s 63.Here‟s the extra bed, where would you like it?G: Over there by the window. / Between two beds.OK, we‟ll do it immediately, please just a moment.I think everything is OK! If you need other service,please tell me.G: Thank you very much!PART 14寻物服务（Looking for something service）Housekeeping! Good evening! I‟m a captain / supervisor/ room attendant here! We can‟t find a remote control ofTV when we make-up your room, have you seen it?G: Yes, I have seen it today, I remember it here!Don‟t worry, sir. Let‟s look for it carefully together.G: I don‟t know, Where‟s going?Don‟t worry about it, I belive we can find it. Now, first Iget you one from another room, please just a moment. G: Thank you very much!PART 15送客服务(Send-off to guest service):Morning sir, You going up or down? / May I help you? /May I make-up your room now? / May I carry yourbaggages?G: No, thank you, I do it myself. / No(Yes), I‟ll check out after half an hour.Just a moment, the lift/elevator will come here!Did you sleep well last night?G: Yes, very well, it‟s a nice hotel. / No, very bad, because come noise.I‟m so sorry to hear that, I‟ll tell our manager about it.This way ,please. Here the elevator comes.G: Thank you very much.You are welcome. (My pleasure!)PART 16客房常用英语单词表1.Bed 40.Shower cap2.Mattress 41.Slippers3.Cushion 42.Sewing kit4.Bedcover/ Bedspread 43.Shoe shine5.Quilt 44.Shoe shine mitt6.Feather quilt 45.Finger board7.Cotton quilt 46.Cotton swab8.Quilt cover 47.Shaver/ Razor9.Blanket 48.Toilet paper10.Sheet 49.Tissues11.Pillow 50.Pencil12.Pillow case 51.Ball pen13.Mattress pad 52.Sanitary bag14.Bed rack undry bag15.Bedside lamp 54.Shopping bag16.Standard lamp 55.Bathroom17.Night lamp 56.Bathroom scales18.Reading lamp 57.Bathtub19.Wall lamp 58.Soap dish20.Mirror lamp 59.Rubber mat21.Corridor lamp 60.Towel basket22.Fluorescent lamp61.Ashtraymp shade 62.Sink/ Wash-basin24.Picture lamp 63.Water tap/ Faucet25.Switch 64.Toilet bowl26.Suspended lamp 65.Water tank27.Bathrobe 66.Vase28.Bath towel 67.wall set29.Face towel 68.Toilet paper holder30.Hand towel 69.Tissue box31.Toothbrush 70.V olume switch32.Toothpaste 71.Shower curtainb 72.Shower head34.Shampoo 73.Tray35.Conditioner 74.Tooth glass36.Bath foam 75.Water glass37.Body lotion 76.Tera cup38.Soap 77.Mirror39.Match 78.Clothes hanger79.Envelope 119.Doorknob80.Tranformer 1120.Vacuum cleaner81.Adaptor 122.Refrigerator82.Iron 123.Air freshener83.Iron board 124.Hairdryer84.Thermos 125.Fax paper85.Button 126.Writing paper set 127.Writing pad87.Remote control 128.Service directory88.Aircondition 129.Folder89.Mini-bar channel direction90.Door 131.Menu91.Wardrobe 132.Telephone folder92.Baggage Counter 133.Doorknob menu93.Doorbell 134.Room service menu94.Shutter 135.Spy eye95.Coffee table 136.Key96.Armchair 137.Pluge97.Easychair 138.Calculater98.Settee 139.Scissors99.Wallpaper 140.Stapler100.Sheers 141.Condom101.windowsill 142.Bulb102.Full-length mirror 143.Safly lock103.Closet/ Cupboard 144.Ice bucket104.Outlet/ Socket 145.Ice tong105.Bedside table/ Nightstand 146.Brush106.Microwave 147.Plastic bag107.Knob 148.Plant108.Exhaust hood 149.Floor towel109.Cabinet 150.Rose110.Sink 151.Fruit111.Waste basket 152.Coffee112.Desk 153.Tea113.Folding bed 154.Carpet114.Marble 155.Control board 115.Clothes line 156.Steam room116.Saucer 157.Cable117.Tiles 158.Mobil changer 118.Drawer 159.Watt1.迎宾服务(Welcome to guest service)New Words:baggage /bægi / 行李doorknob /d :n b/ 门把手attendant /ə…tendənt/ 服务员lock /l k/ 锁else /els/ 别的, 其他的Useful Expressions:take sth for sb 为…搬…follow sb 跟随…turn on 打开turn off 关上turn up 调大turn down 调小p ut…into…把…放入…Notes to the text1. May I ~？我可以~吗？自己想问某些事时，用May I ~？想问不知道该不该问的问题时用。
开夜床服务
开夜床服务∙Standard标准The turndown service shall be carried out with the least disturbance to guests. The RoomAttendant performing the evening shift shall be required to do the turndown service in order to provide maximum comfort to guests.开夜床时应尽量不要打扰客人。
上中班的员工应开夜床以确保给客人提供最大限度的舒适。
∙Procedure程序∙Enter guest room：进入客房：Follow standard procedure to enter guest room.按照程序进入房间。
If the guest is in the room, apologize and politely explain that the purpose of your presence is to do the turndown service, and ask if it would be more convenient to do so later. Time entering room to indicated in the assignment work sheet.如果客人在房间里，致歉后并礼貌地解释你的出现是为了提供开夜床服务，应询问客人稍后再来是否会更方便。
进入客房的时间应在工作分配表上注明。
“ Madame/Sir, I am xx x from Housekeeping, sorry to disturb you, may I turn down your bed?”先生/女士，我是客房服务员XX。
抱歉打扰您了，请问现在可以为您开夜床吗？The door shall be left open with the trolley blocking the entrance when the turndown is being performed.开夜床时应将客房门打开并把工作车停在房间的门口，在工作表上填上进房时间。
TURN-DOWN SERVICE
Turn down the bed by:
Fold and store bed runner or bed spread and cushions inside the closet. 将床罩或床尾垫折叠 起来放进衣柜里面
Lift corner of quilt near the telephone and fold the corner into a triangle.将靠近电话一边的床角 翻起来折成90度的三角型
Place foot mat in front of the bed together with a pair of slippers. 根据客人的数量将拖鞋放在床前的 地巾上面
• Note:
• The Children Doorknob-menu is to be placed on top of the regular breakfast menu in case there is child staying in the guest room.
Preparation
• Prepare maid’s basket/trolley with linen and amenities. 准备好装好用品和布草的服务清洁 篮/工作车。
– Linen:布草 – Pillow cases枕套 – Duvet cover被套 – Bed sheets床单 – Amenities:客用品 – Shower gel淋浴露 – Shampoo香波
POMEC: Property operation(s) maintenance and energy costs
Importance of turn-down service
To increase our GSTS score To show our professionalism To make our guests feel comfortable To show our guests, that we take care when coming to their guest room after a hard day’s work
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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.能提高客人的满意指数
2.I can show my professionalism.能够展示我们的专业
3.I want to make our guests feel comfortable.会让我们的客人感觉舒适
4.I want to show our guests, that we take care when coming to their guest room after a hard day’s work!我们展示给我们对客人的关心,在他一天辛苦的工作
一天后回到房间,
Summary questions:
问题概述：
1.What is important about the turn down service?开床的重要性是什么?
2.How long should a turndown service take in a standard room? A suite?开床需要多长的时间,套房?
3.Why are the steps in turning down a bed?开床的步骤是什么?
4.What must I attend to in the bathroom?卫生间应注意什么?
5.After I perform my turndown service, what do I check for? How long should the check take?开完床后我应该检查什么事情,需要多长时间去检查?
6.How do I handle a DND room?如何处理DND房间?
7.What must I do if the guest refuses turndown service?什么事情必需做,如果客人拒绝服务?
8.Do I need to report defects to HK or can I report this defect immediately to POMEC? Should I advise the guest that the defect has been reported?是向客房
部汇报工作中发现的工程问题还是直接想工程部?需要告诉客人此工程问题已经汇报了吗?
Now ask the trainee to practice the task from start to end to test competency.
现在由培训生按照步骤从头到尾进行实践操作并做测试。