豪生酒店管家部標準運作程序手冊

STANDARDOPERATINGPROCEDURESPOLICYNOSUBJECT項目HSKP001STANDARDOFCLEANLINESS清潔標準HSKP002LOSTANDFOUND失物招領(lǐng)HSKP003ENTERINGGUESTROOMS進入客房HSKP004FLOORATTENDANTSERVICES客房服務(wù)HSKP005SHOESHINESERVICE擦鞋服務(wù)HSKP006GUESTREQUESTITEMS客人需求項目HSKP007BABYSITTING托嬰服務(wù)HSKP008GUESTBELONGINGS客人財產(chǎn)HSKP009ROOMWAITREQUESTS等候要求HSKP010SHIFTBRIEFING班會HSKP011WORKORDERS客房維護HSKP012ALLOWINGACCESSTOGUESTROOMS允許進入客人房間HSKP013GRATUITIES/TIPS贈物、小費HSKP014ATTENDINGTOGUESTSINPUBLICRESTROOMS做好客用休息區(qū)衛(wèi)生HSKP015CHAINOFCOMMAND行政管理HSKP016HOLDINGOPENANDSECURINGGUESTROOMDOOR客房安全HSKP017REASONABLEJOBREQUESTS合理的工作分配HSKP018KEYCONTROLPROCEDURE鑰匙控制程序HSKP019LEAVINGWORKAREAWITHOUTAUTHORIZATION未經(jīng)批準擅離工作區(qū)域HSKP020TELEPHONESKILL電話技巧HSKP021CLEANINGTHEPUBLICTELEPHONE公用電話清潔HSKP022CLEANINGFURNITURE家具清潔HSKP023CLEANINGTHEGUESTCORRIDORS樓層過道清潔HSKP024PROVIDINGTURNDOWNSERVICE夜床服務(wù)HSKP025CLEANINGSERVICEAREASANDEMERGENCYSTAIRWAY服務(wù)區(qū)和應(yīng)急區(qū)的清潔HSKP026SWEEPLOG清潔記錄HSKP027HANDLINGGUESTLAUNDRY處理賓客洗衣HSKP028UNIFORMROOMPROCEDURES制服程序HSKP029HANDLINGGUESTROOMTRASH客房垃圾處理HSKP030EMPTYTHEWASTEBASKET清除垃圾HSKP031VACUUMINGOFPUBLICAREAS公共區(qū)域吸塵HSKP032AM/PMDISCREPANTROOMSREPORT早中班房態(tài)差異報告HSKP033DEFINITIONOFAGUEST賓客詮釋HSKP034HANDLEGUESTCOMPLAINTS處理客人投訴HSKP035JOBSAFETY崗位安全HSKP036PERSONALSAFETY個人安全HSKP037PRIORITYCLEANING優(yōu)先清潔HSKP038DONOTDISTURB請勿打擾HSKP039GUESTROOMSECURITY房間安全HSKP040ROOMSERVICETRAYSREMOVAL送餐餐盤撤出STANDARDOPERATINGPROCEDUREPOLICYNOSUBJECT項目HSKP041HOUSEKEEPINGDEPARTMENTHYGIENEANDGROOMINGSTANDARD房間清潔和衛(wèi)生標準HSKP042GUESTROOMCLEANING房間清潔HSKP043MAKEABED做床HSKP044BATHROOMCLEANING衛(wèi)生間清潔HSKP045PROPERBEHAVIOURFORHOUSEKEEPINGSTAFFS客房員工正確行為舉止HSKP046USEAVACUUMCLEANER吸塵器的使用HSKP047HANDLINGBABYCRIB/COT處理嬰兒床HSKP048REGULARTURNDOWNSERVICE夜床服務(wù)規(guī)范HSKP049EXECUTIVEFLOORLOUNGECLEANINGHOURS行政樓層工作時間HSKP050FLOWERORDERING/ARRANGEMENTS鮮花訂購、安排HSKP051EXECUTIVEFLOORGUESTS/VIPFLOWERORDERING/ARRANGEMENTS行政樓層客人/VIP鮮花訂購安排HSKP052EXECUTIVEFLOORGUESTS/VIPTURNDOWNSERVICE行政樓層/VIP開夜床服務(wù)HSKP053CLEANLINESS個人物品要么作廢品處理，要么交慈善機構(gòu)。CASHWILLBECREDITEDTOHOTELVIAMISCELLANEOUSREVENUEORATTHEDISCRETIONOFTHEGENERALMANAGERTOTHEEMPLOYEESRELATIONACCOUNT現(xiàn)金；將作為酒店雜項收入或經(jīng)酒店經(jīng)理同意歸屬拾獲員工。VALUABLEITEMSTWICEYEARLYAREVIEWOFITEMSHELDWILLBEMADEANDANYITEMNOTCLAIMEDWILLBEAUCTIONEDOFFTOTHEEMPLOYEESANDMONIESRAISEDCREDITEDTOMISCELLANEOUSREVENUEORATTHEDISCRETIONOFTHEGENERALMANAGER,TOTHEEMPLOYEESRELATIONACCOUNT貴重物品貴重物品兩年后由總經(jīng)理決定是反給雇員還是作為酒店雜項收入。ITEMSRETURNEDTOVERIFIEDOWNERS效驗物品所有者SHOULDTHEOWNERONCEVERIFIEDOFALOSTITEMMAKEACLAIMBEFORETHEENDOFTHEPRESCRIBEDPERIOD,EVERYEFFORTWILLBEMADETORETURNTHEITEMVIATHEMOSTPRACTICALANDLEASTEXPENSIVEMETHODALLACTIONSANDCOSTSINCURREDBYHOTELCONCERNINGTHEITEMSRETURNWILLBELOGGEDFORREFERENCEINTHEAPPROPRIATEAREATHISRECORDWILLBEKEPTAVAILABLEFORPERUSALFORAPERIODOFSIXMONTHSTHENDEBITED如果物品所有者（已證明）認領(lǐng)該物品在有效的時間內(nèi)，我們應(yīng)積極退還給客人。所有的成本費用及采取的行動將做好記錄已備參考，該記錄將保存6個月STANDARDOPERATINGPROCEDURESSUBJECTLOSTANDFOUNDPAGES4OF4項目失物招領(lǐng)POLICYNOHSKP002編號COLLECTION/DISPOSALOFUNCLAIMEDITEMS收藏處理無主物WHENNOOWNERISFOUND,THEEMPLOYEEWHOFOUNDTHEITEMMAYCLAIMTHEITEMIFDESIRED當沒有找到物主，拾物員工可以認領(lǐng)得到。HOUSEKEEPINGWILLCOMPILEALISTOFITEMSAVAILABLEFORCOLLECTIONONTHE15THOFEVERYMONTHANDEMPLOYEESAREADVISEDTOCHECKWITHHOUSEKEEPINGONTHEDAYREGARDINGCOLLECTIONOFITEMS客房部每月15號編輯一個失物清單，并檢查收藏的項目。HOUSEKEEPINGWILLHOLDTHEITEMSFORAPERIODOFFIVEDAYSSHOULDEMPLOYEESFAILTOCOLLECTITEMSTHEYWILLBEDISPOSEDOFASHOTELSEESFITANYCLAIMSUBMITTEDBYANYEMPLOYEEAFTERTHEFIVEDAYTIMEPERIODWILLNOTBEACCEPTED搜集的物品將被酒店妥善處理，員工在5天內(nèi)不許將物品領(lǐng)走。REMOVALOFITEMSFROMPROPERTY允許將物品帶出酒店P(guān)RIORTOTHEITEMBEINGTAKENOFFTHEHOTEL,ITMUSTBEINSPECTEDBYTHEEXECUTIVEHOUSEKEEPERWHOATTACHESAPROPERTYPASSANDALOSTANDFOUNDFORMSECURITYTOTHEITEMTHEEMPLOYEEMUSTTHENPROCEEDVIAWHERETHEPAPERWORKWILLBECHECKEDANDIFCORRECT,THEEMPLOYEEWILLBEALLOWEDTOTAKETHEITEMSFROMTHEHOTEL在將物品帶離酒店前，必須通過部門經(jīng)理檢查，完善相關(guān)手續(xù)，通過檢查無誤才允許將物品帶離酒店。STANDARDOPERATINGPROCEDURESSUBJECT主題ENTERINGGUESTROOMS進入客房EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP003ISSUEDBY發(fā)出者RDMPAGE頁碼1OF1APPROVEDBY接收人HOTELMANAGER酒店經(jīng)理DISTRIBUTION描述ALLASSOCIATES全體員工部門經(jīng)理OBJECTIVE項目TOENSURETHATGUESTSARENOTBEINGDISTURBWHILEENTERINGTHEIRROOMSWHENSERVICEISNEEDED當客人需求服務(wù)，我們進入其房間確保沒有打擾客人。POLICYSTATEMENT政策聲明ITISTHEPOLICYOFHOTELTHATALLHOTELEMPLOYEESSHOULDFOLLOWPROPERPROCEDURESWHILEENTERINGGUESTROOMS,ANDSHOULDRESPECTGUESTPRIVACYATALLTIMES所有的雇員必須按照此標準進入客人房間，我們必須始終尊重客人的隱私。PROCEDURE程序CHECKTHEDOORLOCK檢查門鎖IFTHEREISDNDSIGN,DONOTKNOCK如果有DND牌，不要敲門2IFDOUBLELOCKPINISSHOWN,ITINDICATESTHEDOORISBOLTEDANDTHEGUESTISINSIDEDONOTKNOCK如果是雙重鎖，表示客人在房間，不要敲門ATTHEENTRYDOOR進房程序3STANDINFRONTOFTHEPEEPHOLE站在窺視鏡前KNOCKWITHYOURKNUCKLES,ANDANNOUNCEYOURSELFANDDEPARTMENTNAME用指關(guān)節(jié)敲門并報名字和部門LISTENFORAREPLYALWAYSGIVETHEGUESTADEQUATETIMETORESPOND給客人足夠的時間回答4IFNOREPLY,INSERTKEYANDSLIGHTLYOPENTHEDOORIFYOUFINDTHEROOMISOCCUPIED,EXCUSEYOURSELFANDRETURNLATER如果沒有回答則可以插入鑰匙進入房間，如果房間有客人則等一會兒再進入。NOTE記錄IFTHEGUESTISINTHEROOMWHENYOUAREENTERINGDONOTJUSTIGNORETHEGUESTANDSTARTCLEANINGDONOTJUSTCLOSETHEDOOR,SAYNOTHING,ANDGOAWAYDOSAY“GOODMORNING/GOODAFTERNOONSIR/MADAMASK“MAYIMAKEUPYOURROOM“WHATTIMEWOULDYOULIKETOHAVEYOURROOMCLEANED”TAKENOTEONROOMASSIGNMENTSLIPANDRETURNATTHETIMEREQUESTED當你進入時房間有客人不要不理客人就開使工作。不要什么都不說就關(guān)門走了說“早上好/下午好先生/小姐?！眴枴拔铱梢哉矸块g嗎”“我什么時間可以整理房間“（當戰(zhàn)時客人不需整理時STANDARDOPERATINGPROCEDURESSUBJECT主題FLOORATTENDANTSERVICES房間整理EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP004ISSUEDBY放送人RDMPAG頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION描述EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標ITCLEARLYSTATEDTHEDAILYRESPONSIBILITIESOFFLOORATTENDANT,ANDITISVERYIMPORTANTTODEMONSTRATEFLEXIBILITYANDCOMMITMENTS清楚地規(guī)定樓層服務(wù)員每日職責，示范、靈活、承擔義務(wù)實非常重要的。POLICYSTATEMENT政策聲明ITISTHEPOLICYOFHOTELONALLOCCASIONSTOPROVIDEROOMATTENDANTSERVICESONALLGUESTSROOMFLOORSTHISSERVICEWILLBEOVERANDABOVEOURNORMALHIGHSTANDARDOFSERVICETOGUESTROOMS樓層服務(wù)員在樓層向客人提供服務(wù)是酒店的政策，這一服務(wù)將高于我們一般的高標準。PROCEDURE程序1THEROOMATTENDANTSERVICEISAVAILABLESEVENDAYSPERWEEKANDTWENTYFOURHOURSADAY客房服務(wù)員一周24小時都被提供。2THEROOMATTENDANTWILLBEONPAGERSANDRESPONDTOHOUSEKEEPINGDEPARTMENT客房服務(wù)員配有呼機，收到及時回答。3THEROOMATTENDANTWILLBERESPONSIBLEFORSERVICINGFOURTEENROOMSADAY服務(wù)員每天負責14間房間4THEROOMATTENDANTWILLBERESPONSIBLEFORTHEFOLLOWINGDUTIESBUTNOTLIMITEDTOTHESEASANYREASONABLEGUESTSHOULDBEGRANTEDMAKEUPANDSERVICINGOFGUESTROOMS客房服務(wù)員負責以下工作但不局限賓客房間的整理及服務(wù)工作。SHOESHINNING/CLEANING擦鞋服務(wù)DELIVERYOFSPECIALGUESTROOMEQUIPMENT物品借用IRONINGORSTEAMINGOFGUESTCLOTHES燙衣服務(wù)TEADELIVERY歡迎茶TURNDOWNSERVICE開夜床服務(wù)ICEDELIVERYSERVICE打冰服務(wù)ROOMSERVICETRAYPICKUPANDANYOTHERTASKDESIGNATEDBYTHEROOMATTENDANTSSUPERVISORS送餐盤的收回和主管分配的其他工作。ANYANDALLGUESTCONTACTEMPLOYEESINCLUDINGROOMATTENDANTSARETOBEAWAREOFONESTOPSHOPPINGIFACUSTOMERMAKESAREQUESTTHATANEMPLOYEEISNOTCOMFORTABLEWITH,HE/SHEWILLIMMEDIATELYREFERTHISREQUESTTOTHECONCIERGEFORPROPERCHANNELLING所有的服務(wù)員都不能直接為客人代購物，如果客人有要求，只有讓客人通過正確的渠道購買。EXAMPLE,SHOULDAGUESTNEEDAHOTELEMPLOYEETOGOOFFPREMISESANDMAKEAPURCHASEFORHIMORHER,CONCIERGEWILLMAKETHEARRANGEMENTSANDSENDSOMEONEOUTTOTAKECAREOFTHEGUESTSREQUEST例如客人要求服務(wù)員出外為其購物，行李員將滿足客人的要求。STANDARDOPERATINGPROCEDURESSUBJECT主題SHOESHINESERVICE擦鞋服務(wù)EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP005ISSUEDBY放送人RDMPAG頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTIONEXECUTIVECOMMITTEE描述執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOACHIEVEGUESTSATISFACTION滿足客人的要求。POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFHOTELTOPROVIDE24HOURSCOMPLIMENTARYSHOESHINESERVICETOOURHOTELGUESTSALLITEMSSHOULDBESHINEDANDRETURNASSOONASPOSSIBLE我們酒店24小時為客人提供擦鞋服務(wù)，并及時送回。PROCEDURE程序GUESTSPLACEDSHOESINTHEAVAILABLESHOESHINEBASKETFORSERVICE顧客把鞋子放在擦鞋籃。2ROOMATTENDANTWILLCOLLECTTHEITEMANDMARKDOWNTHEROOMNUMBERONAPIECEOFPAPERANDPLACEDITINSIDETHESHOESHINEBASKETBRINGITTOTHEFLOORPANTRYFORSERVICE服務(wù)員將需要擦鞋的客人的房號抄下并放入擦鞋籃內(nèi)，帶回工作間。3PRECLEANALLSHOESWITHBRUSH/CLOTH,THENIDENTIFYTHECOLORCAREFULLY先將鞋子用布或刷子擦，然后小心地鑒別鞋的顏色。4APPLYCREAMONSHOESACCORDINGLYANDSHINETHEMWITHSHOEMITT帶上手套把護理油涂在鞋上并擦亮。5PLACEALLPOLISHEDSHOESINTHESHOESHINEBASKETANDRETURNTOTHEGUESTROOMS最后把鞋擦干凈放回鞋籃，送回房間。STANDARDOPERATINGPROCEDURESSUBJECT主題GUESTREQUESTITEMS客人要求項目EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP006ISSUEDBY放送人RDMPAG頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION描述EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOESTABLISHATRACKINGRECORDFORGUESTSPECIALREQUESTITEMS建立客人需求服務(wù)檔案。POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFTHEEXECUTIVEHOUSEKEEPERTOPROVIDEITEMSSEEBELOWTOACCOMMODATESPECIALGUESTREQUESTSHOUSEKEEPINGDEPARTMENTALSOENSURETHESEITEMSAREWELLMAINTAINEDANDNEVERPLACETHECONTROLONTHEGUEST客房部經(jīng)理制定的能有效地為客人服務(wù)的政策，PROCEDURE程序RECEIVEACALLFORAGUESTREQUESTITEMLOGINTHEGUESTREQUESTLOANITEMLOGBOOKUNDERTHEOUTCOLUMN接到客人的要求，在借用物品專欄記錄下來。INFORMTHESUPERVISOR/ROOMATTENDANTOFRESPECTIVEFLOORFORDELIVERYLOGINTHELOGBOOKBEFORESENDINGITEMTOTHEGUESTLOGINTHEGUESTREQUESTLOANITEMLOGBOOKUNDERTHERETURNCOLUMNAFTERTHEITEMWASRETURNEDTOHOUSEKEEPING通知該樓主管/服務(wù)員，提供前在借物工作本上作好記錄。GUESTREQUESTITEMSINCLUDETHEFOLLOWINGS客人可以借下列物品ADAPTER插頭EXTRADUVET加被子EXTRAPILLOWS加枕頭FLOWERVASE花瓶GARMENTRACK衣架HEATER加熱器ROLLAWAYBED加床BABYCRIB嬰兒床TRANSFORMER變壓器SPECIALNOTE記名票據(jù)FORITEMSNOTABLETOOFFER,OFFICECLERKSHOULDINFORMTHEGUESTSERVICEMANAGERFORFURTHERACTIONALWAYSCHECKANDMAKESURETHEITEMISAVAILABLEBEFOREMAKINGANYPROMISETOTHEGUEST如果沒有的物品，告訴給經(jīng)理以后提供。答應(yīng)提供的物品必須可以正常使用。STANDARDOPERATINGPROCEDURESSUBJECT主題BABYSITTING托嬰服務(wù)EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP007ISSUEDBY放送人RDMPAG頁碼1OF2APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION描述EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOENSUREQUALITYANDCONSISTENTBABYSITTINGSERVICEAREPROVIDEDUPONGUESTREQUESTS使客人對托嬰服務(wù)非常滿意。POLICY目標方針I(yè)TISTHEPOLICYOFHOTELTOESTABLISHGUIDELINESANDPROCEDURESTOENSUREALLBABYSITTERSAREREGISTEREDANDCOMPLYWITHHOTELRULESANDREGULATIONS酒店的政策是托嬰服務(wù)的程序按照酒店的標準執(zhí)行。PROCEDURE程序OFFICECLERK辦公人員1、RECEIVEBABYSITTERREQUESTFROMGUESTS接到客人托嬰需求。2CONTACTTHEFIRSTAVAILABLEBABYSITTERONFILETHEBABYSITTERMUSTHAVESECURITYCLEARANCEANDEMPLOYEEAPPLICATIONONFILE聯(lián)系托嬰人員，保證托嬰安全，并作好記錄。3、OBTAINAMISCELLANEOUSVOUCHER獲得各種收據(jù)。4、ENTERALLDETAILSONTOTHEBABYSITTERLOGBOOK記錄嬰兒的詳細情況。5LETFRONTOFFICECASHIERSUPERVISORSIGNTHEBABYSITTERLOGBOOKWHENRECEIVINGTHEMISCELLANEOUSVOUCHER當接到各種收據(jù)時，前臺收銀主管在托嬰服務(wù)本上作好記錄。6OFFICECLERKSHOULDHANDOVERRESPONSIBILITYTOTHEFOLLOWINGSHIFTOFFICECLERKWHENTHEBABYSITTINGTIMEOVERLAPTWOSHIFTSADVISETHEOVERNIGHTSENIORATTENDANT,SHOULDTHEBABYSITTINGTIMEAFTER1130PM當有兩個班次時要作好交班記錄，建議頭天晚上資深服務(wù)員托嬰服務(wù)在1130以后。7BABYSITTERSRECORDSMUSTBEREVIEWEDPERIODICALLYFORACCURACYIFABABYSITTERONFILEISNOTAVAILABLE,ANINHOUSEFEMALEATTENDANTCANBECALLEDONFORSERVICECOMPENSATIONWILLBEWORKEDOUTWITHTHESUPERVISOR如果內(nèi)部的女服務(wù)員被叫托嬰服務(wù)，BABYSITTER托嬰服務(wù)1、ARRIVEHOTEL15MINUTESBEFORETHEAPPOINTMENT在指定前15分鐘到達。2、REPORTTOTHEHOUSEKEEPINGOFFICE報告客房部辦公室。3RECEIVEAMISCELLANEOUSVOUCHERFROMTHEOFFICECLERKONDUTY接受工作人員值日證明。4、ASKTHEGUESTTOFILLOUTANDSIGNTHEVOUCHERAFTERTHESERVICE告訴客人填寫托嬰服務(wù)單。STANDARDOPERATINGPROCEDURESSUBJECTBABYSITTINGPAGES2OF2項目托嬰服務(wù)頁碼POLICYNOHSKP007編號5BRINGTHEVOUCHERTOTHEHOUSEKEEPINGOFFICEANDRETURNITTOTHEOFFICECLERK帶回客房部辦公室傳交工作人員。CRITERIAFORBABYSITTER托嬰服務(wù)標準1、MUSTBEFEMALEOFABOUT25TO45YEARSOFAGE必須是2545歲的女性。2、ABLETOWORKATVARIOUSHOURSOFTHEDAYAND7DAYSOFTHEWEEK每周7天任何時間可以工作。3、WORKONANONCALLBASIS工作隨叫隨到。4、ENGLISHSPEAKINGISANADVANTAGE會英語者優(yōu)先考慮。5MUSTBEFAMILIARWITHBABYSITTERSRULESANDREGULATIONS必須遵守托嬰規(guī)則。DOSANDDONS1、DODRESSNEATLYWHILEPERFORMINGSERVICENOBLUEJEANS著裝整潔，不要穿牛仔褲。2、DOCALLTHEHOUSEKEEPINGOFFICEIFANYPROBLEMOCCURS出現(xiàn)問題報告客房部辦公室3、DOCALLTHEROOMSERVICEIFYOUNEEDANYITEMSFORBABIES如有必要可以為嬰兒叫餐服務(wù)。4、DONSTAKETHECHILDUNDERYOURSUPERVISIONOUTOFHOTELAREAUNLESSACCOMPANIEDBYTHEGUESTIFTHEGUESTINSISTSONDOINGSO,CALLTHEHOUSEKEEPINGOFFICEATONCEDONSHESITATETOCALLFORHELP在沒有客人的陪同下不要將嬰兒私自帶出酒店。如果客人堅持這樣做，馬上報告客房部辦公室，不要猶豫。NOTE注意ATTHEENDOFEACHMONTH,OFFICECLERKWILLPREPAREABABYSITTERREQUESTSSUMMARYANDGUESTCOMMENTS,IFANY,TOEXECUTIVEHOUSEKEEPER每月月末，工作人員要準備有需要托嬰服務(wù)的客人信息交給客房部經(jīng)理。STANDARDOPERATINGPROCEDURESSUBJECT主題GUESTBELONGINGS客人物品EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP008ISSUEDBY發(fā)件人RDMPAGE頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION抄送EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全部員工OBJECTIVE目標TOENSUREPROPERWAYOFHANDLINGGUESTBELONGINGWHILECLEANINGROOM在清潔房間時要采取正確適當?shù)姆椒ㄌ幚砜腿宋锲?。POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFHOTELTHATGUESTBELONGINGSAREHANDLEDWITHTHEUTMOSTCAREANDARENEVERREARRANGEDGUESTBELONGINGSAREONLYLIFTEDTOCLEANSURFACESANDUNDERNEATHALWAYSPUTBACKASORIGINALLYFOUNDGUESTCLOTHINGTOBEFOLDEDORHUNGINCLOSETIFFOUNDLYINGONFLOOR,BEDORCHAIR酒店的方針就是盡最大努力整理客人的東西并且不能遺失，物品不僅要做到里外干凈，還要放回原位，客人衣服要折好放在壁櫥里、床上或椅子上。PROCEDURES程序NEATLYFOLDORHANGINCLOSETCLOTHINGITEMSFOUNDLYINGONBED,FLOORORCHAIRS把衣服整潔地掛在衣櫥或折疊好放在床上或椅子上。CAREFULLYLIFTORMOVETHEGUESTBELONGING,INORDERTOPROPERLYCLEANTHEROOMPUTBACKASORIGINALFOUND,WHENDONE仔細地提起或移動客人的物品以便更好地清潔房間，在清潔完后把它放回原位。ONLYDISCARDTHOSEITEMSTHATAREACTUALLYINSIDETHEWASTEBASKET僅僅丟棄那些在廢紙簍里的東西。LEAVETOILETRIES,SOAPOROTHERAMENITIESWHEREPLACEDBYGUEST,UNLESSDEPLETED拆掉耗廢了的化妝品、肥皂或其它令客人不愉快的東西。STANDARDOPERATINGPROCEDURESSUBJECT項目ROOMWAITREQUESTS等待要求EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP009ISSUEDBY發(fā)出者RDMPAGE頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION抄送EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOENSURECOMMUNICATIONLINEAREOPENBETWEENFRONTDESKANDHOUSEKEEPINGINORDERTOMINIMIZEGUESTWAITINGTIME,ESPECIALLYDURINGTIGHTTURN確保前臺和客房部信息暢通以減少客人等待時間，特別是在旺季。POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFHOTELTOEFFECTIVELYCOMMUNICATEROOMREQUESTS,SPECIALREQUESTS,ROOMWAITSANDRUSHROOMSBETWEENFRONTDESKANDHOUSEKEEPING及時有效地處理前臺和客房部要求處理的等待房和急需打掃房。，PROCEDURE程序HOUSEKEEPINGWILLADVISEGUESTSERVICESPERSON/FRONTDESKPERSON0830HOURSOFFLOORSUPERVISORS,THEIRPAGERNUMBERANDTHEFLOORSTHEYARERESPONSIBLEFORWHENRECEPTIONREQUIRESARUSHROOM,ROOMREQUESTSETCTHEYWILLNOTIFYFRONTDESKANDINTURNWILLPAGETHEAPPROPRIATESUPERVISOR,REQUESTTHEPARTICULARROOMANDINQUIREAPPROXIMATELYWHATTIMETHEROOMWILLBERETURNEDVRVACANTREADY當接到請及打掃房，或其它要求時，它們將通報前臺，然后轉(zhuǎn)告該部門主管。特殊要求的房間什么時候可以回到空閑狀態(tài)。BYSTATINGYOURNAME,THESUPERVISORWILLENSURETHEFOLLOWUPISMADEDIRECTLYWITHYOUTRYTOAVOIDPASSINGONTOOTHERS,OFTENMESSAGESARENOTRELAYEDTHISWILLMINIMIZETIMEANDYOUWILLBERESPONSIBLEFORTHEROOM留下姓名，確保主管直接跟蹤此事（盡量避免無信息勾通），這樣將減少時間，你將對此事負責到底。THESUPERVISORINTURN,WILLFOLLOWTHROUGHWITHTHEREQUESTANDPROMPTLYADVISEFRONTDESKWHATESTIMATEDTIMETOHAVEROOMVACANTREADYAND/ORANYPERTINENTDETAILS主管將輪流跟蹤整個事件，及時通知前臺估計準備空房或詳細資料的時間。THESUPERVISORWILLADVISETHEHOUSEKEEPINGCLERKANDFRONTDESKWHENTHEROOMISVR主管將告訴客房服務(wù)員和前臺此房什么時候可以回到空閑狀態(tài)。FRONTDESKWILLCOMPLETECHECKINPROCESS前臺將完成登記程序STANDARDOPERATINGPROCEDURESSUBJECT項目SHIFTBRIEFING班會EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP010ISSUEDBY發(fā)出者RDMPAGE頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION抄送EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOEMPHASIZETHEIMPORTANCEOFMORNINGBRIEFINGWHEREPERTINENTINFORMATIONWILLBEGIVEN每天早晨將傳達重要的有關(guān)信息POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFHOTELTOENSURETHATALLEMPLOYEESAREFULLYAWAREOFRELEVANTINFORMATIONTHATMAYOCCURDURINGASHIFT酒店的方針就是讓每個員工都充分明白與本班可能發(fā)生的相關(guān)信息。PROCEDURE程序1ALLEMPLOYEESARETOBEPRESENTEDONTHEIRWORKAREAATLEAST10MINUTESBEFORETHEACTUALSHIFTWORKINGTIMEINHOTELUNIFORMPROVIDED所有員工都提前10分鐘穿上統(tǒng)一服裝進行換班工作。2THEASSISTANTHOUSEKEEPERORSUPERVISORWILLDISCUSSALLRELEVANTINFORMATIONFORTHESHIFTAHEAD經(jīng)理助理或者主管再班前將討論相關(guān)的信息ARRIVALS賓客到達情況DEPARTURES賓客離店情況OCCUPANCY賓客入住情況VIPARRIVALSVIP到達情況INHOUSEFUNCTIONS房間功能PROJECTOFTHEDAY本日的計劃CHECKOFALLEMPLOYEEGROOMING檢查員工的儀容儀表UPDATEFROMPERVIOUSSHIFTADVISINGANYRELEVANTINFORMATION更新各班的建議等有關(guān)信息。BASICTRAINING基本培訓(xùn)3THEEXECUTIVEHOUSEKEEPERWILLCHAIRTHESHIFTBRIEFINGINTHEABSENCEOFTHEASSISTANTHOUSEKEEPER在主行政經(jīng)理在助理部在的時候?qū)⒄匍_班會。STANDARDOPERATINGPROCEDURESSUBJECT項目WORKORDERS工作次序EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP011ISSUEDBY發(fā)出者RDMPAGE頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION抄送EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOENSUREMAINTENANCEREQUESTSAREHANDLEDAREPROMISED,BASEDONTHEURGENCYOFTHEMATTER確保清潔保養(yǎng)的請求得到承諾并處理，這要基于緊急事件的基礎(chǔ)上。POLICYSTATEMENT目標方針I(yè)TISTHEPOLICYOFHOTELTOHAVEESTABLISHEDPROCEDURESONHOWOURGUESTROOMSAREMAINTAINED酒店的方針就是按規(guī)定程序進行客房維修PROCEDURE程序THEHOUSEKEEPINGDEPARTMENTISRESPONSIBLEFORREPORTINGGUESTROOMMAINTENANCEPROBLEMSTOTHEENGINEERINGDEPARTMENTTHISWILLBEACCOMPLISHEDBY客房部向工程部提交維修報告。由下列完成1THEFLOORSUPERVISORORFLOORATTENDANTANDOFFICECLERKREPORTTHEPROBLEM客房領(lǐng)班或服務(wù)員和辦公室人員報告問題2THEOFFICECLERKWILLMAINTAINALOGOFTHEMAINTENANCEPROBLEMSANDIMMEDIATELYCALLTHEENGINEERINGDEPARTMENTFOROTHERPROBLEMS,HOUSEKEEPINGRELATED,THEOFFICECLERKWILLDISPATCHAPAATTENDANTTOHANDLE,EGGUMORCARPET客房部文員將記錄和立即通知工程部維修（ROOMSMAINTENANCELOGHOUSEKEEPING客房保養(yǎng)記錄表DATEROOMNOPROBLEMREPORTEDBYTIMEREPORTEDTOENGINEERINGTIMECOMPLETEDTIMEDATE3THEENGINEERINGDEPARTMENTWILLALSOMAINTAINALOGANDWILLDISPATCHANENGINEERINGTOHANDLETHEPROBLEMASSOONASITISCALLEDIN工程部將工程問提即時派人維修。ROOMSMAINTENANCELOGENGINEERING房間維修記錄DATEROOMNOPROBLEMREPORTEDBYTIMEDISPATCHTOTIMECOMPLETEDTIMEDATE4ONCECOMPLETED,THEENGINEERWILLNOTIFYTHEENGINEERINGDEPARTMENT工程師將通知工程部立即完成5THEENGINEERINGDEPARTMENTWILLCALLTHEOFFICECLERKANDREPORTTHEPROBLEMASREPAIRED工程部將通知工作人員對問題進行維修。6THEOFFICECLERKWILLLOGTHEINFORMATIONANDCONTACTTHEFLOORSUPERVISORTOHAVETHEROOMREINSPECTED工程部人員將聯(lián)系樓層領(lǐng)班對問題進行檢修。IF,FORANYREASON,APROBLEMCANNOTBESOLVEDATTHATTIMEDUETOPARTSNOTAVAILABLE,ETC,THEROOMSHOULDBETECHNICALLYPLACED“OUTOFORDER”O(jiān)R“SELLLAST”BASISFORSOLDOUTNIGHTSTHEEXECUTIVEHOUSEKEEPERANDDIRECTORSOFENGINEERINGWILLBERESPONSIBLEFORTHEIMPLEMENTATIONANDMAINTENANCEOFTHISPROGRAM如果問提在某一時間內(nèi)不能解決（由于某部份不能有等），這個房間將是“壞房”不能出售。工程主管對此事負則到底。STANDARDOPERATINGPROCEDURESSUBJECT項目ALLOWINGACCESSTOGUESTROOMS允許進入房EFFECTIVEDATE有效日期SEP1,2004POLICYNO編號HSKP012ISSUEDBY發(fā)出者RDMPAGE頁碼1OF1APPROVEDBY批準人HOTELMANAGER酒店經(jīng)理DISTRIBUTION抄送EXECUTIVECOMMITTEE執(zhí)行人部門經(jīng)理ALLASSOCIATES全體員工OBJECTIVE目標TOPROTECTGUESTPRIVACYANDINTERRUPTION保護客人的隱私和不被打擾POLICYSTATEMENT目標方針I(yè)TISAPOLICYOFHOTELTHATUNDERNOCIRCUMSTANCESWILLANEMPLOYEEPROVIDEGUESTROOMACCESSTOANOTHEREMPLOYEEUNLESSSPECIFICAPPROVALISGRANTEDBYASUPERVISOR/MANAGER酒店的方針就是在沒有經(jīng)理、主管的特許的情況下不要將客人的事情告訴給其它人。PROCEDURE程序1、IFANINDIVIDUALIDENTIFIESHIMSELF/HERSELFASTHEGUESTINASPECIFICROOMANDREQUESTACCESSEXPLAINTHAT,INTHEINTERESTOFTHEIRSECURITY,EMPLOYEESARENOTAUTHORIZEDTOGRANTACCESSTOGUESTROOMSINFORMTHEGUESTTHATTHEFRONTDESKWILLISSUEHIM/HERANOTHERKEYIFTHEGUESTISHAVINGTROUBLEWITHTHEKEYTHEYWEREISSUEDOFFERTOCALLSECURITYFORASSISTANCE如果客人解釋證明他是該房間的客人想要進入房間為了賓客的安全，員工沒有權(quán)力同意進入房間，通知前臺重新做一張鑰匙卡，如果該客人有問題，知會保安尋求幫助。2INTHEEVENTTHATANUNKNOWNPERSONENTERSAGUESTROOM,YOUAREWORKINGINASKTHEINDIVIDUALFORTHEIRGUESTROOMKEYANDPHYSICALLYCHECKTHEKEYINTHELOCKIFTHEKEYCLICKSTOINDICATEITISTHECORRECTKEY,RETURNTHEKEYTOTHEGUEST,THANKHIM/HERANDEXPLAINTHATTHEPROCEDUREISFOLLOWEDTOENSURETHESECURITYOFTHEIRGUESTROOM當不明身份的人進入客房時，我們要檢查客人的鑰匙是否可以開門，如果可以開門，向客人解釋這是為了客人的安全。3IFTHEKEYDOESNTCLICK,TELLTHEINDIVIDUALYOUAREREQUIREDTOOBTAINP