国际酒店PA部操作程序PA-0009HOWTOCLEANAWINDOW

1、（令 INTERCONTINENTALSTANDARD OPERATING PROCEDURE标准操作程序HOT E L 5 G R O U PHOW TO CLEAN A WINDOW窗户的清洁TASK NUMBER :任务号PA-0009Department : 部门Housekeep ing 客房部Date Issued: 发出时间January 20052005年1月Guest Expectation : 顾客期望I expect win dows to be sparkli ng. 1 pay a good room rate for clea nli ness and I expe

2、ct this in aspects of the hotel.我希望窗户干净明亮，我付了高额的房费就应该享受到酒店给我提供的干净服务。TIME TO T RAIN :培训时间25 min utes25分Why is this task importa nt for you and our guests?为什么此任务对于你和我们的客人都很重要？An swers:答案1. I understand the importanee of clean sparkling windows to the image of the hotel. 我知道窗户的干净程度也是酒店的形象之一。2. People r

3、eally do notice clean window人们真的很在乎窗户的洁净程度。3. It is important for our guests have a memorable view from our hotel.让客人通过我们的窗户看到美好的景色并留下很好的记忆是很重要的。4. We can in crease the GSTS score.我们可以增加顾客满意程度调查的分数。5. We can show our professionalism.我们可以展示自己的专业性。WHAT/STEPS 内容步骤HOW/ STANDARDS 操作标准TRAINING QUESTIONS培训

4、疑问1) Preparati on 准备Prepare all clea ning tools and clea ning materia required.准备好所有的工具和清洁剂。l Why do I n eed to have clea ning material available我为什么要将所有的东西都准备 好？2) Clea ning清洁Place condemned cloth un der win dow.将报废床单铺到窗户下。Fill bucket with warm water and add glass clea ner.在水桶内将玻璃清洁剂用温水稀释。Dip windo

5、w washer into bucket, lift it up and shake off the excess water.将玻璃清洁器放入水桶，然后拿起空一下 水。Starting from the top left hand corner, clean the wi ndow with washer from left to right in a zigzag manner.从窗户的左上部开始，应玻璃清洁器从左 至右做“ Z ”字型清洁。Apply a little pressure so that sta ins stuck on surface can be removed.清洁时

6、稍微用力以便去掉玻璃表面的污 迹。Place the squeegee horiz on tally on the win dow and drag it dow nwards from top to bottom.将玻璃刮子放到玻璃上从上至下进行。If the window is narrow, place the squeegee vertically at the top of the win dow and drag it from left to right.如果窗子较窄则应将玻璃刮子竖直从左至Do I n eed to clea n the win dow?我需要清洁窗子吗？Can

7、 I fill the bucket as well with hot water?我能在水桶内加入热水吗？How do I clea n the win dow?如何清洁窗户？In which directi on do I have to clea n?在清洁时按什么方向进行？Why do I n eed to put pressure on whe n clea ning?在清洁时为什么要稍微用力？How to I have to place the squeegee?我如何放置玻璃刮子？What do I have to do, whe n the win dow is n arrow

8、?窗子比较窄该怎么办？右进行。3) Dryi ng干燥Wipe any excess soluti on on the frame with a leather cloth or n ews paper.用皮革或干净的纸擦拭边框。Dry around the window frame and corners. 将窗子的边框和边角弄干。Do I n eed to do the same moveme nt whe n drying as I do whe n clea ning?我在干燥窗户时是否跟清洁时一样操 作？What equipme nt do I n eed to dry?我在干燥窗户

9、时都需要什么？WHAT/STEPSHOW/ STANDARDSTRAINING QUESTIONS4) Storage储存Clean and dry tools and return them to the store.清洁工具放回仓库。Place equipme nt and chemicals n eatly on the shel ving allotted.将清洁器具和原料放回响应的架子上。Why do I have to dry the material? 我需要将工具清理干净吗？Where do I n eed to store the chemicals?我将原料存放到什么位置？

10、5) Report defects问题上报To report immediately of any maintenance problem is found while clea ning.在清洁保养的过程中发现问题应立刻上 报。Why do I have to report immediately? 我为什么要立刻上报？Summary questi ons:问题总结1. How do I clean windows?我怎样清洁窗户？2. What about windows I can t reach? 高处的窗户该如何处理？3. Is my work checked?我的工作需要检查吗？4. What direction do I use for window cleaning? 清洁窗户按什么方向进行？5. How do I clean windows or do I let them dry naturally? 在窗户清洁完毕后我是让其风干吗？6. What do I have to consider when storing the equipment? 在存放器械时应注意什么？7. Do I need to report defects to HK or c