清潔前的準(zhǔn)備工作PreparatoryWorkbefore

清潔前的準(zhǔn)備工作PreparatoryWorkbeforeCleaning檢查著裝儀表Self-checkonDressandAppearance圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用郵輪客艙服務(wù)員與郵輪其他的服務(wù)員一樣，當(dāng)從員工區(qū)域到郵輪客艙對(duì)客區(qū)域之前,將私人物品存放在自己宿舍的更衣柜內(nèi)，并按規(guī)定穿著好工裝,配戴好工牌。Liketheattendantsinotherdepartments,stateroomattendantsalsoneedtoself-checkontheiruniformsandappearancebeforegoingonduty.They’resupposedtokeeptheirpersonalbelongingsintheirownstateroomsandwearuniformswithnametags.郵輪客艙服務(wù)員無論何時(shí)都要注意保持職業(yè)形象，制服整潔，手面清潔，頭發(fā)整潔。留著小胡子的男人應(yīng)該把胡子剪短，修剪整齊。當(dāng)班時(shí)一般不允許吸煙。女性應(yīng)該注意不要化太多的妝;珠寶應(yīng)該簡(jiǎn)單而不浮華。若女生是長(zhǎng)發(fā)的，要按照郵輪規(guī)定的方式綁起來；鞋子要干凈，腳趾不要露出?？头坎恐蛋嘟?jīng)理應(yīng)檢查每位服務(wù)員的著裝和儀容,不符合要求的不準(zhǔn)上班。stateroomstaffshouldpaycarefulattentiontomaintainingaprofessionalappearanceatalltimes,keepingtheiruniformscleanandpressed,handsandfacecleanandhairneatandtidy.Menwhohavemoustachesshouldkeepthemshortandneatlytrimmed.Generallystateroomattendantsarenotpermittedtosmokewhileonduty.Womenshouldbecarefulnottoweartoomuchmakeup;jewelryshouldbesimpleandnotflashy.Iftheyhavelonghair,tieuptheirhairaccordingtothepolicy.Wearcleanshoes(notopen-toed).Thehousekeepingdepartmentmanagerondutyshouldrecheckthedressandappearanceofeachattendantandtheoneswhodon’tmeetthedemandarenotallowedtogoonduty.郵輪客艙清潔前準(zhǔn)備工作PreparatoryWorkbeforeCleaning郵輪客艙服務(wù)員在房間清潔之前，有許多的工作要做，只有把這些工作做好后，才能更加順利地將郵輪客艙的清理工作做得有條不紊。Cruisestateroomattendantshavealotofworktodobeforecleaningtheroom.Onlyafteralltheseworkdonewellcanthestateroomcleaningworkbedoneinanorderlyway.一、簽到SignIn二、了解工作指示ChecktheBulletinBoard三、鑰匙控制ManagementoftheRoomCard圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用一、簽到SignIn郵輪客艙部的工作地點(diǎn)在郵輪中分布很廣，經(jīng)理要了解當(dāng)日的員工出勤狀況或安排一些臨時(shí)性的工作，就必須在辦公室內(nèi)設(shè)置“簽到表”，客艙服務(wù)員須在上班前進(jìn)行“簽到”。Theworkingplacesofthecruisestateroomdepartmentarewidelydistributedonthecruiseship.Thestateroomattendantsmust"signin"beforegoingondutysothatthemanagerwillknowtheattendanceofthemthatdayorarrangesometemporaryworkforthem.二、了解工作指示ChecktheBulletinBoard郵輪客艙部的工作范圍廣泛，人員會(huì)分散在郵輪的各個(gè)角落，而且在郵輪內(nèi)的工作是全天候24小時(shí)的（采用輪班制），可能會(huì)有一些新的指示與通知不易傳達(dá)，所以在辦公室及工作地點(diǎn)一般都設(shè)有公布欄。Aswehavementionedbefore,theworkingplacesofthecruisestateroomdepartmentarewidelydistributedonthecruiseshipandstateroomattendantswork24hoursaday(shiftsystem),somenewinstructionsandnoticesarenoteasytobeconveyedtimely.Thus,bulletinboardsareplacedintheofficeandworkingplaces.三、鑰匙控制ManagementoftheRoomCard郵輪客艙樓層通卡（房卡）應(yīng)妥善保管，并于交接班時(shí)做好清點(diǎn)工作。一旦客艙房?jī)?nèi)鑰匙（房卡）不慎遺失，就會(huì)給郵輪和賓客造成不可估量的損失，也會(huì)有損郵輪賓客的權(quán)益。所以，郵輪客艙服務(wù)員在對(duì)鑰匙（房卡）的日常管理過程中，須注意以下幾點(diǎn)：Cruisestateroomfloorpasscard(roomcard)shouldbeproperlykeptandcountedatthetimeofshifthandover.Oncethekeyinthestateroom(roomcard)islostcarelessly,itwillcausesomelosstothecruiseandguests.Thereforethecruisestateroomattendantsshouldpayattentiontothefollowingpointsinthedailymanagementofthekey(roomcard):1.不經(jīng)常使用的鑰匙，必須存放在鑰匙架上的固定位置。Thekeysthatarenotoftenusedmustbeputinafixedpositiononthekeyrack.2.每天所使用的郵輪客艙鑰匙（房卡）必須要使用人在使用前進(jìn)行“簽領(lǐng)”以示權(quán)責(zé)分明。Thecruisestateroomkey(roomcard)usedeverydaymustbe"signed"bytheuserbeforeuseandberesponsibleforit.3.鑰匙架（箱）平時(shí)必須上鎖，以保證安全。Thekeyrack(box)mustbelockedtoensuresafety.4.不得將鑰匙（房卡）帶出郵輪。如在工作結(jié)束后需離開郵輪時(shí)，必須先將鑰匙交回后，方可下船。Donottakethekey(roomcard)offship.Youcan'tdisembarkuntilyoureturnthekey.5.鑰匙（房卡）一經(jīng)領(lǐng)取就不得離開服務(wù)員身上。如有人借用一下時(shí)，可以幫助其開啟，但不可將鑰匙（房卡）交給他人私自使用。6.所有的鑰匙（房卡）在用完后必須交回到郵輪客艙部辦公室。同時(shí)清點(diǎn)數(shù)量，如有不符或損壞時(shí)，應(yīng)立即向當(dāng)班的經(jīng)理或主管進(jìn)行報(bào)告。7.如郵輪客艙服務(wù)員發(fā)現(xiàn)樓層的鑰匙（客艙房?jī)?nèi)通卡）遺失時(shí)，應(yīng)立即聯(lián)絡(luò)當(dāng)班的經(jīng)理或主管，先對(duì)郵輪客艙客艙房門鎖進(jìn)行“鎖房處理”或“密碼修改處理”，然后，組織相關(guān)的人員進(jìn)行尋找，直到找回為止。8.如若最終沒有找到，應(yīng)及時(shí)將其相關(guān)郵輪客艙門鎖密碼全部換掉（專指電子門鎖），從而保障郵輪住宿賓客的安全。5.Thekey(roomcard)shallbekeptbytheattendantwhoclaimedit.Ifsomeoneborrowsit,youcanhelpthemopenthedoor,butdonotgivethekey(roomcard)toothersforprivateuse.6.Allkeys(roomcards)mustbereturnedtothecruisestateroomofficeafterusing.Anydamageshouldbereportedtothemanageronduty.7.Ifthekey(roomcard)islost,contactthemanagerimmediately.Lockthedoorsormodifythepasswordforthedoorandsearchforituntilitisfound.8.Ifitisnotfound,alltherelevantcruisestateroomdoorlockpasswordshallbechangedtoensurethesafetyofcruiseguests.1.工作車的準(zhǔn)備SettingtheTrolley取出使用過的床單、毛巾、垃圾等，清空工作車Emptythetrolley.工作車?yán)锿庖潦酶蓛鬋leanitbydustingandwipinganystains.掛好垃圾袋和布件袋Hanguprefusebagsandclothbags.放置干凈布草Placethecleanlinenfordifferentpurposeseparately.補(bǔ)充郵輪客艙及浴室備品Replenishcruisestateroomandbathroomsupplies.準(zhǔn)備好清潔桶或清潔用具，清洗劑瓶蓋蓋緊Preparecleaningbucketorcleaningappliance.Closethelidsofcleanerbottlesandliquid.canstightly.準(zhǔn)備好干凈的抹布Preparecleantowels.將工作車推入規(guī)定位置Takethetrolleytotheassignedposition.工作車的準(zhǔn)備SettingtheTrolley2.工作車上應(yīng)擺放以下物品Thetrolleyshouldbeequippedwiththefollowingthings:床上用品bedlinin:床單bedsheet、枕套pillowcase、被罩bedcover衛(wèi)浴用品bathroomsupplies:干凈的毛巾freshsupplyoftowels、香皂soap、衛(wèi)生紙toiletpaper、洗發(fā)水shampoo、沐浴液bathgel、牙膏toothpaste,、牙刷toothbrush,、梳子comb、剃須包shavingkit圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用其它郵輪客艙用品OtherstateroomSupplies:文具stationary、郵輪客艙送餐的菜譜roomservicemenus、衣架clothhangers、送洗衣物袋及洗衣單laundrybagandlaundrylist、“請(qǐng)勿打擾”(DNDsign)和“清潔打掃”(makeuproomsign)標(biāo)志卡、擦鞋布shoeshinecloth、已消毒的玻璃杯disinfectedglasses等物品。Placetheitemsaccordingtotheirweight——heaviestitemsatthebottomandlighteritemsatthetopsectionofthetrolley.圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用郵輪客艙房態(tài)CruiseStateroomStatus通常郵輪客艙的房態(tài)，有以下幾種Usuallycruisestateroomstatusareclassifiedasfollowed:1．客艙住客（Occupied,簡(jiǎn)稱為OCC或OC）表示正在租用、住宿中的郵輪客艙。Thestateroomisoccupied.2．請(qǐng)勿打擾房（DoNotDisturb，簡(jiǎn)寫為DND）表示該房間客人不愿被服務(wù)或被其他人員打擾。Guestsinthisstateroomdon’twanttobedisturbed.3．請(qǐng)即打掃房（MakeUpRoom，簡(jiǎn)寫為MUR）表示該房間的住客因會(huì)客或其他原因，需要服務(wù)員“立即”清掃郵輪客艙。Guestsinthisstateroomwanttheroomtobecleanedrightnow.4．貴賓房（VeryImportantPerson，簡(jiǎn)寫為VIP）。表示該郵輪客艙的住客是郵輪的重要客人。Guestsinthisstateroomareveryimportantpersons.5．走客房（CheckOut，簡(jiǎn)寫為C/O）?？腿艘呀?jīng)辦理完離店手續(xù)的房間。Guestshasalreadydisembarked.6.已清掃客艙（VacantClean，簡(jiǎn)寫為VC）。表示該郵輪客艙已清掃完畢，可以重新出租。也有的郵輪稱之為“OK房”。Thestateroomhasbeencleanedandreadytobeusedbyotherguests.7.未清掃客艙（VacantDirty，簡(jiǎn)寫為VD）。表示該房住客已退房結(jié)賬，但房間的衛(wèi)生服務(wù)員尚未進(jìn)行清潔。Guestshavecheckedoutbutthestateroomhasn’tbeencleanedyet.8.空房（Vacant，簡(jiǎn)寫為V）?？辗考粗缸蛉諘簳r(shí)無人租用,現(xiàn)處于干凈、待租狀態(tài)的房間；也有的郵輪稱之為“IP房”。Nooneusedthestateroomthedaybeforeanditiscleanandreadynow.9．郵輪自用房（HouseUse,簡(jiǎn)寫為HU）。郵輪內(nèi)部自己使用的郵輪客艙。一般情況下，此客艙房?jī)?nèi)只會(huì)安排給郵輪高級(jí)職員以上人員使用。UsuallyHUroomsareexclusivelyusedbyseniorofficersoncruise.10.維修房（OutOfOrder，簡(jiǎn)寫為OOO）。維修房亦稱待修房，表示該郵輪客艙因設(shè)施、設(shè)備發(fā)生故障、暫時(shí)不能出租。Someequipmentorfacilitiesinthestateroomneedtoberepairedandnotreadytouse.Generallythecleaningpriorityisdecidedbythemanageronduty.Aftertheguestscheckout,cruisestateroomservicecenterorthesupervisorofthestateroomdepartmentwillinformthestateroomattendantstheroomnumbersthattheguestneedstocheckinimmediately.Ifcheckoutroomhavenotbeencleanedup,attendantsshouldcleanthestateroomsaccordingtothecleaningpriority.清掃順序CleaningPriority一、標(biāo)準(zhǔn)的清掃順序（一般情況下）StandardCleaningPriority(inmostcases)1.第一優(yōu)先1stpriority：郵輪賓客通知要求整理的（包括VIP房及套房）。1stpriorityisgiventostateroomsthatguestsasktocleanitrightaway.(includingVIProomsandsuites)2.第二優(yōu)先2ndpriority：郵輪賓客自行掛“請(qǐng)即打掃”牌的（不包括VIP房及套房）。2ndpriorityisgiventoMakeUpRoom(VIProomsandsuitesnotincluded)3.第三優(yōu)先3rdpriority：在住客艙。未通知的VIP房及套房，依房號(hào)順序依次整理。3rdpriorityisgiventooccupiedstaterooms.VIProomsandsuitesthatdidn’tasktobecleanedrightawaywillbearrangedaccordingtoroomnumbers.4.已離船客艙(Checkoutstaterooms)5.空房(Vacantstaterooms)圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用二、特殊情況下的清掃順序CleaningPriorityinParticularCases遇到郵輪團(tuán)隊(duì)客人較多，登船較集中時(shí)，應(yīng)按以下順序進(jìn)行：Ifthereisalargenumberofgrouptouristsembarkingthecruise,thecleaningpriorityshouldbeasfollowed:1.客艙空房Vacantstaterooms2.郵輪前臺(tái)指示要盡快清潔的客艙房?jī)?nèi)stateroomsthatfrontdeskaskstocleanassoonaspossible3.已離船客艙

Check

outstaterooms4.門上掛有“請(qǐng)即打掃”牌的客艙房?jī)?nèi)stateroomwitha“MakeupRoom”sign5.客艙VIP房VIPstaterooms6.其他住宿郵輪客艙Otherstaterooms以上郵輪客艙清掃順序還應(yīng)根據(jù)郵輪公司的統(tǒng)一安排或郵輪賓客的活動(dòng)規(guī)律加以調(diào)整。盡可能在客人外出時(shí)打掃客艙以防打擾客人。Thecleaningpriorityabovewillbeadjustedaccordingtothearrangementofthecruiselineorhabitsofcruiseguests.stateroomattendantsshouldtrytheirbesttodoroomcleaningwhiletheguestsareoutsothatthey’llnotbedisturbed.郵輪客艙清潔整理的基本方法BasicPrinciplesforStateroomCleaning1．從上到下Dustthemainstateroomandbathroomfromtoptobottom.2．從里到外Vacuumthecarpetandsweepthebathroomfloorfrominsidetooutside.3．環(huán)形清潔Startfromthestateroomdoorandcleantheroomclockwiseoranticlockwiseinordernottoneglectanythingorrepeatthework.4．干濕分用Usewetanddrytowelsondifferentitemsseparately.5．先臥室，后衛(wèi)生間Cleanbedroombeforebathroom.6．注意邊角Don’tforgetaboutcorners.圖片來自網(wǎng)絡(luò)，僅作教學(xué)使用郵輪客艙清潔的注意事項(xiàng)MattersNeedingAttention郵輪客艙客艙房?jī)?nèi)清潔整理工作一般是從打開客艙客艙房門進(jìn)入到臥室內(nèi)開始的。郵輪客艙是賓客入住后的“私人場(chǎng)所”，郵輪客艙服務(wù)員在任何時(shí)候進(jìn)入賓客的客艙房?jī)?nèi)，都必須遵守相應(yīng)的規(guī)程。Thecleaningworkstarsfromthemomentofenteringtheguestroom.Toprotecttheprivacyofguests,thestateroomattendantsshouldfollowtheSOP(Standardoperationprocedure)

givenbelowforenteringtheguestroom.服務(wù)員進(jìn)入客艙房?jī)?nèi)