POLICY ON DND AND DOUBLE LOCKED ROOMS

DND(请勿打扰)和反锁房间的清理程序

1. It is a must for Housekeeping Floor Supervisor to call the rooms with DND indicator on and double locked rooms at 2:30pm. If there is no answer, Floor Supervisor must open the door.

如果有的房间到下午2点半还是DND标志,领班必须打电话进去,如果无人接听,领班须将门打开.

Scenario or Situation: 两种情况

GUEST IN:客人在房间

If the guest is in, inform the guest that you respect his request for privacy but you just want to make sure that :

如果客人在房间,告知客人我们尊重其隐私,只想确认以下两点:

1ST REASON - THE GUEST IS IN GOOD HEALTH CONDITION

第一确认客人身体健康

2ND REASON - TO OFFER HOUSEKEEPING CLEANING SERVICE

第二,提供客房服务(清理房间)

DIALOGUE:

对话

Good Afternoon, Madam or Sir, I am sorry to disturb you. It is our duty to know if everything is ok with our guest in the room and we would like to offer our cleaning service. Thank you.

先生/女士,下午好,不好意思打扰了,这是我们酒店规定的查房时间,请问需要清理房间吗?谢谢

If the guest refuses of housekeeping service, Supervisor must record on his worksheet and report to the Housekeeping Communication Clerk for record purposes and future reference.

如果客人拒绝清理,领班须在其工作单上记下,并报告给房务中心文员,以备参考.

GUEST OUT:客人不在房间

If the guest is out, leave a card of message to let the guest know that you respect his request for privacy and to please call housekeeping on the telephone button if he needs housekeeping service.

如果客人不在房间,留下一张有注明尊重客人隐私的卡片,并说明如需清理请直接打房务中心电话.

CARD MESSAGE:

Dear Guest:

尊敬的客人,

We hope you are enjoying your stay at Horaton Hotel.

希望您在我们好来登酒店居住愉快！

Due to your request for privacy, we were unable to clean your room earlier. However, if you would like your room to be cleaned or your bed to be turned down, please call Housekeeping on the telephone button and we will be pleased to attend to your needs.

如果您的房间显示请勿打扰,我们会尊重您的隐私,暂不清理.如果您需要清理房间,请拨房务中心电话.

Thank you.

谢谢

ROOM WITH NO SIGN OF OCCUPANCY如果房间(住客房)无行李

If the room has no sign of occupancy, (no luggage) report to the Assistant Manager on duty. This might be possible skipper(guest who checked out and did not pay his bill).

如果房间无行李,请马上报告大堂副理(可能客人没有买单就离店)

REMEMBER:切记

Always knock 3 times while announcing Housekeeping, then gently open the door but still announcing housekeeping while entering.

一定要敲门三次,并轻轻的推开门进入同时说明自己的身分.

Always greet the guest and state the reason for knocking.

记得和客人打招呼并说明原因.

NO ROOM ATTENDANT MUST OPEN ANY ROOM WITH DND SIGN BEFORE 2:30PM. RESPECT THE PRIVACY OF THE GUEST.

为了尊重客人的隐私,任何服务员不得在下午2点半之前清理有DND标志的房间.

GUEST PUT ON THE DND SIGN OR INDICATOR BECAUSE THEY DON’T WANT ANYBODY TO DISTURB THEM OR FOR OTHER PERSONAL REASONS. IF YOU WILL KNOCK AND ENTER BEFORE 2:30PM, THEN WE ARE NOT RESPECTING THE REQUEST.

如果客人挂有DND或亮有DND标志的灯时,他们肯定不想别人打扰.如果下午2点半前打开房间,我们就没有尊重他们的选择.