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1、STANDARD OPERATING PROCEDURE标准操作程序HOW TO SPOT CLEAN怎样清洁污迹Task Number: 任务号：PA-0019Department: 部门：Housekeeping客房部Date Issued: 制定日期：August 20052005年8月Guest Expectation: 客人期望：I expect that carpets are clean and not worn. I dont like observing spots after breakfast which are still there the next day. I e
2、xpect people who work in upscale hotels to be detail oriented.我希望地毯干净完好.我不希望在早餐是看见地毯上有污迹,而第二天它还没有被清除.我希望高星级酒店的工作人员工作都非常细心.Time to Train: 培训时间：25 minutes25分钟Why is this task important for you and our guests?为什么这项工作对客人和我们都很重要?Answers: 回答:1. I understand the importance of spot cleaning.我明白清除污迹的重要性.2. I
3、 understand that it is not always necessary to clean the whole carpet.我明白地毯不是经常被整体清洗的.3. It is important for us to take good care of our material, as this shows our professionalism.良好的维护我们的物品代表了我们的专业.4. We can increase the GSTS score.增进客人的满意度.WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题
4、1) Preparation准备Prepare all cleaning tools and chemicals that are required.准备所有的清洁用具和清洁剂.Why do I need to prepare all this items for spot cleaning?为什么我需要准备这些用品?2) Daily maintenance 日常维护Remove spots from carpets immediately when finding a stain.当发现有污迹的时候立即清除.Why does this need to be done immediately?
5、为什么需要立即清除?3) Type of stains污迹种类Food and beverage stains, e.g. coffee, juices, etc. can be removed with carpet shampoo. 食品和饮料污迹,例如咖啡,果汁,可以使用地毯清洁剂清除.Red wine stain cannot be removed once it has been spilled on the carpet. 红酒污迹,不能够一次性清除.Put SOLD on the spot when fresh (or other Hotel standard cleaning
6、agent)当污迹是新的时候,将SOLD清洁剂或者其它酒店使用的清洁剂喷洒在污迹表面.Oil stain can be removed with TARGO or solvent (or other Hotel standard cleaning agent)油迹,可以使用TARGO或者solvent清洁剂清除(或者酒店使用的其它类型清洁剂).Chewing gum can be removed with Anti-gum or hardened with ice and then scraped off.口香糖可以使用口香糖清除剂清除,或者用冰将其硬化后再清除.Press a dry cle
7、aning cloth over the stain if it is still wet, to absorb as much of the stain as possible.如果污迹还是湿的,用一张干净的干布按在污迹上,让干布尽量吸取污迹.What different spots do you know?你知道其它什么不同的污迹?What is difficult about red wine? What should I do when red wine has stained upholstery?红酒迹有什么不同的地方?当装饰品上有红酒迹后我应该怎么办?How can I get
8、read of oil spots?我如何清除油迹?What can I do with chewing gum?我如何清除口香糖?Why do I need to press the cloth on the stain when still wet?当污迹是湿的时候,为什么我需要用干布按在上面?WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题4) Removing stains清除污迹Spray carpet shampoo or TARGO on the stain.在污迹上喷洒地毯清洁剂或者TARGO.Agitate t
9、he stain with a hand brush. Brushing lightly, be careful not to spread the soil to a larger area.用刷子轻刷污迹,注意不要让污迹范围扩大With a clean damp cloth, absorb the soil from the carpet by pressing the damp cloth onto the stain, from the outer edge of the stain inwards. 用一张干净的湿布按在污迹上,由外向内的吸取污迹. When that part of
10、 the cleaning cloth is dirty, turn to another clean part and repeat the process until the stain disappears.当布脏后,更换一面,重复以上步骤.Why do I need a damp cloth?Why do I need to turn the cloth?5) Store存放Clean and dry equipment and tools and store them neatly in the appropriate places.清洗并晒干用具,并放回指定位置.Clean the
11、 scrubbing brush and hang it up to dry.清洗刷子,并将其挂起来晒干.Clean and put the signage away properly.清洁标示牌,并存放.Why do I need to store items and equipment neatly?为什么我需要使用湿布?Does the brush need to hang?为什么我需要更换一面?6) Report defects问题报告Report maintenance problems found while cleaning immediately.清洁期间有任何问题立即报告.W
12、hy do I have to report immediately? 为什么我需要立即报告?Summary questions问题概述:1. What is important to know about stains? 为什么需要熟悉污迹类型?2. What different types of stains exist? 污迹有哪些类型?3. Where might I find “spot” stains? 我在什么地方可以发现污迹?4. Is it important to use the right chemical? 使用正确的清洁剂重要吗?5. How do I spot clean red wine stains? 我如何清除红酒污迹?6. How do I need to store the equipment? 我如何存放清洁用具?7. Do I need to report defects to HK or can I report this defect immediately to POMEC? 我需要将问题报告给HK或者POMEC?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位进行实践操作并做测试。