國(guó)際酒店客房資料 Uniform control制服管理

1、國(guó)際酒店管理資料走在路上客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國(guó)際酒店客房手冊(cè)International Hotel Room Handbook酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。按標(biāo)準(zhǔn)要求負(fù)責(zé)清掃整理客房和樓層公共區(qū)域，為客人提供干凈安全的客房和環(huán)境，滿足客人正當(dāng)合理的服務(wù)需求，負(fù)責(zé)本區(qū)域安全工作。負(fù)責(zé)酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營(yíng)造干凈、溫

2、馨、舒適的環(huán)境，保持酒店環(huán)境的美觀，滿足酒店服務(wù)要求貫徹執(zhí)行店總的經(jīng)營(yíng)管理指令，向店總負(fù)責(zé)并報(bào)告工作；根據(jù)酒店確定的經(jīng)營(yíng)方針和目標(biāo)，負(fù)責(zé)編制客房部預(yù)算，制訂各項(xiàng)業(yè)務(wù)計(jì)劃，并有效組織實(shí)施與監(jiān)控，實(shí)現(xiàn)預(yù)期目標(biāo)；以市場(chǎng)為導(dǎo)向，研究并掌握市場(chǎng)的變化和發(fā)展情況，適時(shí)調(diào)整經(jīng)營(yíng)策略，努力創(chuàng)收，堅(jiān)持以部門為成本中心的方針，嚴(yán)格控制成本，降低消耗，以最小的成本獲取最大的經(jīng)濟(jì)效益；STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序UNIFORM CONTROL制服管理Task Number: 任務(wù)號(hào)：LI-0002Department: 部門：Housekeeping 客房部Date Issue

3、d: 制定日期：Guest Expectation: 客人期望：I expect employees performing the same job to wear the same uniform. When I see employees with uniforms which have been obviously borrowed from another person or department, the professionalism of the hotel is questioned.我希望員工都穿上自己工作所專有的制服。如果我看到員工穿的是借來的其他部門的制服，那么酒店的專業(yè)

4、水準(zhǔn)將會(huì)受到質(zhì)疑。Time to Train:培訓(xùn)時(shí)間：25 minutes 25分鐘Why is this task important for you and our guests?為什么這項(xiàng)任務(wù)對(duì)你及我們的客人如此重要？Answers: 回答：I understand that it is important to regularly check the number of Uniforms.我知道常規(guī)的檢查制服編號(hào)是非常重要的。I understand that I must take responsibility for my Uniform?我知道我必須對(duì)制服負(fù)責(zé)。I can sh

5、ow my professionalism.我體現(xiàn)出了我的專業(yè)水準(zhǔn)。WHAT / STEPS步驟HOW/ STANDARDS如何做/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題1) Marking編碼Before a uniform is issued a uniform code willbe marked on the tag, at the collar or waist.在制服發(fā)出來以前，需將制服打碼，一般打在標(biāo)簽，衣領(lǐng)或腰部。 The information is entered into the uniform card. i.e. name of staff, when th

6、e uniform was first issued, when/why a uniform is replaced and misuse of uniform. (Note: aprons, scarves, etc. should not be numbered).很多員工的相關(guān)信息都會(huì)記錄進(jìn)制服卡片，比如員工的名字。當(dāng)制服交換或拿錯(cuò)（圍裙，領(lǐng)帶等）也需要特別著名。What has to be marked?什么需要打碼What do I have to do when Uniform will be issued? 當(dāng)制服要發(fā)給員工時(shí)我們需要做什么？2) Issuing hours發(fā)放制

7、服時(shí)間Issuing hours will be as established, refer to SOP on Uniform Exchange. Uniforms are issued strictly on an exchange basis, clean for dirty.發(fā)布制服時(shí)間根據(jù)操作程序而定。制服發(fā)布是嚴(yán)格按照替換標(biāo)準(zhǔn)，干凈替換臟的。How and when can I change my Uniform?我什么時(shí)候，怎么能換我的制服？Can I have 2 Uniforms on the clean for dirty exchange basis?我能有2套干凈的制服

8、替換臟制服嗎？3) Quarterly Inventory每季盤點(diǎn) Inform all Department Heads a week before on date of uniform inventory.在制服盤點(diǎn)日期前一個(gè)星期通知所有部門領(lǐng)導(dǎo)。A Uniform Inventory list with staff uniform code and type of uniform will be issued to the Department Heads the day before.附有員工制服尺碼和款式的制服盤點(diǎn)清單將會(huì)在前一天發(fā)放給部門領(lǐng)導(dǎo)When do I have to ch

9、eck inventory?我什么時(shí)候檢查貨物盤點(diǎn)？Who issues the check list and when?誰發(fā)放檢查清單，什么時(shí)候？4) Counting of uniforms清點(diǎn)制服Attendants who will be off duty on the day of inventory will have to hand in their uniform at the Linen room.在制服盤點(diǎn)那天不上班的員工需要將制服交往布草房。Linen Attendant issues a slip indicating the return of the Uniform

10、.布草房員工發(fā)放一張記著制服歸還日期的清單。Why do I have to hand in my Uniform when I am not here?為什么我不在時(shí)要親自交我的制服？Why do I get a slip in exchange?為什么我交換時(shí)要填清單？5) Inventory Master Chart盤點(diǎn)表Linen Attendant to fill in each respective column the number items in the Linen Room.布草房員工將數(shù)字項(xiàng)目一個(gè)一個(gè)填寫完整。Department Heads have to fill i

11、n the inventory list with items staff re wearing. 部門領(lǐng)導(dǎo)須將員工佩帶項(xiàng)目填寫進(jìn)盤點(diǎn)清單Laundry supervisor to count all uniforms in the laundry department.洗衣房主管清點(diǎn)所有洗衣房制服數(shù)量。All Inventory lists are collected and handed to the Housekeeper assigned.所有盤點(diǎn)存貨清單將會(huì)收集并交與指定的行政管家。Why do I have to fill in a inventory list?為什么我需要填寫一

12、張存貨清單？Who has to count the Uniforms?誰需要清點(diǎn)制服？6) Locker Inspection存物柜檢查The information is compiled in the Master Chart. 信息都會(huì)編輯進(jìn)入主控表A spot check is to be carried out be HRpersonnel and staff-Security to ensure that additional uniforms are not hidden in lockers.一個(gè)抽樣檢查表是讓人力資源部員工和保安確定存物柜里沒有多余的制服。Why does

13、HR make spot checks?為什么人力資源部需要進(jìn)行抽樣檢查？7) Lost or damaged Uniforms遺失或損壞制服Uniform Attendant to report to ExecutiveHousekeeper for lost or damaged uniforms.制服房員工須向行政主管報(bào)告遺失或損壞的制服情況。If a uniform is lost or damaged due to negligence, the Executive Housekeeper will issue a memo to FC for the cost of the uni

14、form to be charged to the staff member concerned. 如果員工由于疏忽而丟失或損壞了制服，行政主管發(fā)一張備忘錄給財(cái)政部尋求制服價(jià)格，并向相關(guān)的員工索取。A copy will be sent to HR.給一長(zhǎng)復(fù)印件給人力資源部。 Who has to report the damage?誰需要報(bào)告損壞情況？When and why do I have to pay the Uniform?什么時(shí)候以及為什么我需要為制服付錢？Summary questions問題概述：What is important about marking the Unif

15、orm?給制服編碼時(shí)什么最重要？What are the issuing hours and why?發(fā)放制服時(shí)間是什么為什么？Why do we have to do quarterly inventory?為什么我們需要每季盤點(diǎn)？What do you have to do before an inventory check?貨物盤點(diǎn)檢查以前你需要做什么？What do you get in exchange to you Uniform?用什么替換您的制服？Who conducts the locker inspection?誰進(jìn)行存貨柜檢查？What happens when your

16、 Uniform is damaged?當(dāng)你的制服損壞時(shí)該怎么辦？When do you have to pay?什么時(shí)候需要你付錢？Now ask the trainee to practice the task from start to end to test competency.現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測(cè)試對(duì)于客房服務(wù)，相信不少的酒店人都有一些誤區(qū)，認(rèn)為客房服務(wù)就是打掃房間或者遞送物品那么簡(jiǎn)單，其實(shí)，客房服務(wù)需要注重的側(cè)重點(diǎn)還很多，今天我們就列舉了一些酒店常遇到的小情況，和大家共同探討該如何處理。對(duì)于客房服務(wù)，相信不同的酒店也會(huì)有自己獨(dú)立的一套運(yùn)營(yíng)標(biāo)準(zhǔn)，希望通過本篇文章，能夠給大家一些運(yùn)營(yíng)上的啟發(fā)，獲得客人更多好評(píng)，從全面做好客房服務(wù)開始。酒店是一個(gè)“以人為中心”的服務(wù)企業(yè)，每天發(fā)生的事情，基本上都是“人”的故事。從員工對(duì)顧客的服務(wù)，經(jīng)理對(duì)員工的管理，總經(jīng)理面對(duì)大量事務(wù)也無一不與顧客、員工和業(yè)主有關(guān)，酒店生產(chǎn)出來的產(chǎn)品都是通過人的勞作和服務(wù)的產(chǎn)品。所以酒店的產(chǎn)品有別于一般企業(yè)的產(chǎn)品，需要我們用心來做，而客房服務(wù)在所有環(huán)節(jié)中，至關(guān)重要?？头抗芾砣藛T必須對(duì)客服務(wù)第一線經(jīng)常地反復(fù)地講解、宣傳、鼓動(dòng)、督促、鞭策、培訓(xùn)、現(xiàn)場(chǎng)示范給部門員工，將簡(jiǎn)單的、重復(fù)的、乏味的勞動(dòng)變?yōu)榉e極主動(dòng)創(chuàng)造性的勞動(dòng)；讓有形的設(shè)備設(shè)施和無形服務(wù)產(chǎn)生最大的