HKFL-0009 How to prepare a Room Attendant 's trolley
S T A N D A R D O P E R A T I N G P R O C E D U R E
标准操作程序
HOW TO PREPARE A ROOM ATTENDANT’S TROLLEY
如何备车
T ASK N UMBER:任务序号HKFL-0009 客房部文件-0009
D EPARTMENT:部门Housekeeping 客房部
D AT
E I SSUED:签发日期October-2010 2010年10月
G UEST
E XPECTATION:宾客期望I expect my room to be clean, functional and comfortable. I expect amenity supplies to be replenished daily. I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay.
我期待我的房间干净舒适、功能齐全。期待客用品每日按时补充，也希望在我居住期间提供一些个性化的服务。
T IME TO T RAIN:
培训时间
25 minutes
Why is this task important for you and our guests? 为什么这项工作对你和客人都很重要？Answers:
1.Make your job more efficient and less time consuming
.确保你的高效的工作。
2.You won’t have to keep returning to the store to replace missing items.
无须回到仓库更换已消耗的物品。
3.Guest supplies and textiles will be fully replaced to standard without any delays.
客用品和棉织品要完全按标准准时更换
4.Trolley will look professional and portray the correct image to the guest.
工作车看起来专业会给客人留下好印象
WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS
1)Prepare your cleaning supplies bucket
for the day.
每天准备清洁盒。The bucket must be clean and dry with no old
pieces of soap, shampoo etc. inside from the
previous days work!
清洁盒要保持干净干燥，并且无以前日常
工作遗留的肥皂、香波等
What condition must the bucket be in?
Why?
清洁盒必保持什么样的状态？为什么？
2)Inside the bucket put a bottle of R1,
R2, R3 & R5.
在工具盒内分别放置R1、R2、
R3&R5各一瓶。R1 – toilet cleaner, R2 – multi surface cleaner,
R3 – glass cleaner, R5 – air conditioner.
Ensure all bottles are full - fill up from the
dispensers in the Housekeeping Office
R1—厕洁灵，R2—多功能表面清洁剂
R3—玻璃清洁剂，R5—空气清新剂
确保从库房取来的每瓶都是满的
What are R1, R2, R3 & R5?
R1、R2、R3&R5分别指什么？
Where do you refill the bottles from?
可以从哪里再装满这些瓶子？
What is R4?
R4是什么？
3)Put a sponge for the toilet and a
sponge for other cleaning purposes in the bucket along with a toilet brush.
放一块清洁马桶用的海绵和一块清洁其物品用的海绵。Toilets carry harmful bacteria so it is essential
that the sponge used to wash the outside of the
toilet bowl and lid is separate from the sponge
used to clean the sink, bath, glasses etc.马桶会
带来有害的细菌，用来洗涤马桶和桶盖外
部的海绵与用来清洗水槽、浴缸和玻璃的
要区分开。
Why is it important to have a separate sponge
for the toilet?
区分开清洁马桶和其它用途的海绵为什
么重要？
4)Place the bucket on the trolley. 把工具盒放在工作车上。As per the photo index. #1如1号图片索引所示
5) Ensure the trolley shelves and the top of the trolley which is allocated for guest supplies is clean and debris free.
确保工作车架和车顶是干净的无杂物。No dust or non-relevant items
没有灰尘或不相关物品。
Why is this important?为什么重要？
What impression could it give to the guests?
他会给客人什么样的印象？
6) Check the soiled linen bag for cleanliness, ensure there are no newspaper bags in the bottom!
检查布草袋是否干净, 确保没有报纸在袋子底部。No Stain of dirt visible, clean and odor free.
Do not fill the soiled linen bag higher than the
top of the bag. A pile raised to excessive levels
looks untidy and unprofessional. Furthermore
you are likely to lose items看不见灰尘，干
净，无气味。装脏布草时要低于口袋顶
部，堆放过多高于水平线看起来不整洁和
不专业，此外还可能丢失物品。
What would a guest feel if the trolley smells
of old dirty linen?
如果布草车闻起来有残留物品的肮脏气
味客人会有何感想？
What can you do if the bag is dirty?
袋子脏了该做什么？
Where are the clean ones stored?
干净的物品存放在哪里？
How much dirty linen can be placed in the
soiled linen bag?
布草袋可以放多少脏布草？
WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS
7) Stock the trolley with linen supply. 备布草Stock the trolley with linen for 8 rooms, this
enables you to work up until lunch time when a
replenishment can be made. 在车上存放可供
应8个房间的布草存量,这样的数量可确保
你在午餐前使用。
Place the following items on the trolley as per
the photo: index. #1如1号图片所示在布草
车上放置下列物品
-Double sheets双人床床单
-Single sheets单人床床单
-Pillow cases枕头
How many rooms should the trolley be stocked
for?
车上应该存放多少房间的供应量？
What should we check the linen items for as we
place them on the trolley?
备车时要检查什么？
Name the items that I have mentioned?
能说出刚刚提到的物品的名字吗？
How many of each do you think you should
-Pillow protectors枕套-Mattress protector s床罩-Bath towels浴巾
-Hand towels手巾
-Bath mats浴袍
-Face cloths面巾pack?
你认为有哪些你应该备满的？
8) Stock the trolley with guest supplies. 备客用品Place the following items on the trolley:
在车上放置以下物品
-Toilet paper卫生纸
-Facial tissues面纸
-Soaps (bath & hand)肥皂（洗澡&洗手）
-Shampoo香波
-Bath gel沐浴露
-Body lotion润肤露
-Sewing kits针线包
-Shoe polish擦鞋光亮剂
-Nail file指甲锉
-Cotton pads棉花垫
-Cotton tips棉签
-Sanitary bags一次性袋子
-Stationery paper/envelopes信纸/信封
-Post cards明信片
-Brochures便签
-Telephone pads电话簿
-Laundry bags洗衣袋
-Laundry lists洗衣清单
-Guest questionnaire顾客调查表
-DND/Make up room sign“请勿打扰”/
“整理房间”标志
-Shopping bags (big & small)购物袋（大/
小）
-Shoe horn鞋拔
-Back scratcher (if standard)
-（按标准）
What should you check the supplies for before
packing them?
在备这些客用品之前应该检查什么？
What could be a common mistake when packing
the guest supplies?
在备客用品时常见的错误是什么？
-Room service menus客房服务牌
9) Final Check 后期核查Your trolley should always remain neat and
organised at all times as it is in the eye of the
guest. Any maintenance should be done straight
away.布草车客人眼里应该总是保持整洁干
净，任何维修应该立即完成。Why must the trolley look neat and tidy at all times?
为什么布草车要随时看起来整洁干净？
Summary questions
1.What was important to consider about the bucket?
准备工具盒的时候重要的是什么？
2.What are R1, R2, R3, & R5?
R1, R2, R3, & R5是什么？
3.Why is it important to have a “special” sponge for the toilet?
为什么放一块专用于清洁马桶的海绵？
4.What is important to remember about the shelves on the trolley?
备车时对于工作车的架子什么是很重要的？
5.What is important to remember about the soiled linen bag?
记住什么问题对于布草袋很重要？
6.How many rooms should you stock for at one time?
一次应该储备多少房间的物品？
7.What were the linen supplies that you need to stock the trolley with?
布草车上应该备哪些棉织品？
8.What were the guest supplies that you need to stock the trolley with?
布草车上应该储备哪些客用品？
Now ask the trainee to practice the task from start to end to test competency. 现在让受训者从头到尾操作此项工作，以此测定其技能。