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五星级酒店客房培训——如何清洁洗手台,洗手盆,玻璃杯

		STANDARD OPERATING PROCEDURE 标准操作程序
HOW TO CLEAN A VANITY TOP, HANDWASH BASIN AND TUMBLERS怎样清洁洗面台，洗手盆和玻璃杯
Task Number: 任务号：	HKFL-0011
Department: 部门：	Housekeeping 客房
Date Issued: 日期：
Guest Expectation: 客人期望：	I expect my Bathroom to be clean as this is a hygienic place in which I use regularly. I appreciate special amenities such as scented soaps, fluffy towels and flowers which make me feel luxurious. I expect my toothbrush tumbler to be cleaned daily. 使用时，我期望浴室干净，因为这是个干净的地方。
Time to Train: 培训时间：	25 minutes

Why is this task important for you and our guests?

为什么这项对于你和客人非常重要？

Answers:

1.I understand the importance of the cleanliness of the guest bathroom.

我明白把客人的浴室打扫干净的重要性。

2.When the Bathroom is clean, I am able to satisfy our guests and increase the GSTS score.

当浴室打扫干净时，我会增加客人的满意度。

3.I can show my professionalism.

我能展示我的专业技能。

4.Guest feel comfortable with a clean bathroom。

一个干净的浴室能使客人感到舒适。

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WHAT/ STEPS步骤	HOW/ STANDARDS标准	TRAINING QUESTIONS问题
1) Preparation 准备	Take the cleaning cloth, general-purpose cleaner and sponge. 用干净的抹布，一般效果的清洁剂和海绵	What are the utilities to clean the vanity top and the basin? 洗面台和洗手盆用什么清洁？
2) Clean the vanity top and basins 清洁面盆	Remove all movable items from the vanity top. 把化装台上的所有物品移开。 Clean the soap dish, vanity top, taps, basin and stopper using a sponge and general-purpose cleaner. Remove all dirt, soap-stains and water buildup. 打扫皂碟，化装台上部，水龙头，面盆和面盆塞，用一个海绵和一般效果的清洁剂，去掉所有的污迹，皂迹和水迹。 Pay particular attention to the lower parts of the tap and the vanity top surface around the taps. 必须特别注意水龙头底部和水龙头旁的化装台的顶部。 Check the stopper, removing any foreign objects, e.g. hair, rubbish, etc., that may be stuck in the drainage hole. 检查面盆塞并清除上面的杂务如：毛发，垃圾等，因为那可能堵塞下水口。 Rinse the vanity top, taps, soap dish and basin thoroughly with water. 用水彻底清洗化装台的顶部，水龙头，面盆和皂蝶 Dry with a cleaning cloth. Wipe all chrome parts to make them shine. 用干净的抹布把所有的部分擦干。 To polish metal parts, pour metal polish onto a dry cleaning cloth. Polish the surface using a circular motion until it shines. 擦亮金属部分的时候，把金属油倒在一块干净的抹布上，把表面打上金属油，用打圈的手势擦拭直到它发光。 After cleaning is completed, keep the stopper open. 彻底打扫完后提起面盆塞。 Replace the soap dish and amenities. Cleaning material can be general purpose cleaner or vinegar. 重新放好皂碟和备品。用酸性或一般效果的清洁剂清洁。	Where do I have to place the items? Is it really necessary to remove each item? 真的需要移开每个物品吗？ What part do I have to particular take care of? 必须特别注意部位？ Why do I need to remove hair? 多孔管我为什么需要清除毛发？ Why do I need to dry after cleaning? 清洁后我需要怎样擦干？ How do I clean stainless steel? 怎样清洁不锈钢？ How do I have to position the stopper? 我怎样摆放面盆塞的位置？ What are generally the cleaning chemicals? 一般清洁剂是什么？
3) Cleaning the Tooth Brush Tumbler 清洁牙刷杯	Clean 清洁 Soak the glasses in hot water in the hand basin. 在洗手盆中间，用热水浸泡玻璃杯 Clean the glasses by using a sponge and general purpose cleaner. 用一块海绵和中性清洁剂清洗杯子 Pay special attention to the brim of the glasses. 特别注意杯子的边缘。 Rinse glasses thoroughly with hot water. 用热水彻底冲洗玻璃杯。 Be careful not to break the glass. 小心不要打碎玻璃杯。 Dry Place glasses upside down on a glass drying cloth. 把杯子倒叩在干布上。 With a clean glass cloth in your left hand pick up the glass. 用干净的擦杯布操作。 Holding the glass with your left hand, dry the inside and outside of the glass. 需要擦拭杯子内外。 Check Check the glass for Lipstick marks, stains and fingerprints under light. 在灯光下查看杯子是否有口红印，污点，指纹等。 Replace Glass 放置 Place the glass on the vanity top as per Standard on the coaster. 把杯子按标准放在化妆盘的杯垫上。 Coaster must be centralized. 放在中央的位置。	Why do I need to use hot water? 青果素为什么我要用热水？ Why do I need to use a sponge? 为什么我要用海绵？ Do I have to rinse the glasses after cleaning? 刷完后必须要冲吗？ Why do I have to put the glasses upside down on a clean cloth? 为什么要把杯子倒置？ Why do I need to polish the glasses? 为什么需要擦亮杯子？ Why do I have to check the glasses under the light? 为什么要在灯下检查杯子？ Why do I have to put the glasses on a coaster? 为什么要把杯子放在杯垫上？
4) Replenish amenities and replace flowers 补充备品	Replenish soaps, towels and amenities according to the standard. 按照标准放置肥皂，毛巾和各种备品 Towels: -4 Bath towels -4个浴巾 -2 Hand towels -2个毛巾 -2 Face towels -2个方巾 -1 Bath mat -1个地巾 -1 Bathrobe -1个浴衣 Vanity Box replenishment: 化妆盒的补充 -Sanitary box -卫生盒 -Shower cap box -浴帽盒方形气囊 -Tooth brush and paste 受话器-牙具 -Comb -梳子 -Cotton pad box -化装棉 Bath Amenities: 浴室备品 -Shower gel -浴液 -Hair Conditioner -护发素 -Hair shampoo -洗发液 -Soap -肥皂 -Lotion 当铺网 -乳液 -Replace flowers if necessary. -如果需要的话摆放鲜花	What is the setup for Towels? 巾类的标准时什么？ What is the setup for vanity boxes? 化妆盘的配备标准是什么？ What is the setup for bath room amenities? 浴室洗漱用品的配备标准是什么？ How is the change of flower procedure managed? 鲜花更换的管理程序是什么？
5) Tidy up guest amenities 整理客人的化妆品	If guests bring along his/her toiletries, arrange them neatly and place them on a face towel. 如果有客人自己的化妆品，把它们摆在干净的方巾上。	Where do I have to place the guests belongings? 把客人的化妆品放在哪儿？
6) Report defects 缺陷报告	Report defects immediately of any maintenance problem found while cleaning. 打扫时发现问题及时保修。	Why do I have to report immediately? 为什么要立即报告？

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