國際酒店客房資料 Uniform control制服管理

1、國際酒店管理資料走在路上客房標準操作程序Hotel Room Management Training Manual國際酒店客房手冊International Hotel Room Handbook酒店客房的重要性：負責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準和流程實施清掃和服務(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，并負責客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項目。按標準要求負責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，滿足客人正當合理的服務(wù)需求，負責本區(qū)域安全工作。負責酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營造干凈、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)營管理指令，向店總負責并報告工作；根據(jù)酒店確定的經(jīng)營方針和目標，負責編制客房部預(yù)算，制訂各項業(yè)務(wù)計劃，并有效組織實施與監(jiān)控，實現(xiàn)預(yù)期目標；以市場為導(dǎo)向，研究并掌握市場的變化和發(fā)展情況，適時調(diào)整經(jīng)營策略，努力創(chuàng)收，堅持以部門為成本中心的方針，嚴格控制成本，降低消耗，以最小的成本獲取最大的經(jīng)濟效益；STANDARD OPERATING PROCEDURE標準操作程序UNIFORM CONTROL制服管理Task Number: 任務(wù)號：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、水準將會受到質(zhì)疑。Time to Train:培訓(xùn)時間：25 minutes 25分鐘Why is this task important for you and our guests?為什么這項任務(wù)對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)的檢查制服編號是非常重要的。I understand that I must take responsibility for my Uniform?我知道我必須對制服負責。I can sh

5、ow my professionalism.我體現(xiàn)出了我的專業(yè)水準。WHAT / STEPS步驟HOW/ STANDARDS如何做/標準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)信息都會記錄進制服卡片，比如員工的名字。當制服交換或拿錯（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? 當制服要發(fā)給員工時我們需要做什么？2) Issuing hours發(fā)放制

7、服時間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)布制服時間根據(jù)操作程序而定。制服發(fā)布是嚴格按照替換標準，干凈替換臟的。How and when can I change my Uniform?我什么時候，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 Inform all Department Heads a week before on date of uniform inventory.在制服盤點日期前一個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清單將會在前一天發(fā)放給部門領(lǐng)導(dǎo)When do I have to ch

9、eck inventory?我什么時候檢查貨物盤點？Who issues the check list and when?誰發(fā)放檢查清單，什么時候？4) Counting of uniforms清點制服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?為什么我不在時要親自交我的制服？Why do I get a slip in exchange?為什么我交換時要填清單？5) Inventory Master Chart盤點表Linen Attendant to fill in each respective column the number items in the Linen Room.布草房員工將數(shù)字項目一個一個填寫完整。Department Heads have to fill i

11、n the inventory list with items staff re wearing. 部門領(lǐng)導(dǎo)須將員工佩帶項目填寫進盤點清單Laundry supervisor to count all uniforms in the laundry department.洗衣房主管清點所有洗衣房制服數(shù)量。All Inventory lists are collected and handed to the Housekeeper assigned.所有盤點存貨清單將會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?誰需要清點制服？6) Locker Inspection存物柜檢查The information is compiled in the Master Chart. 信息都會編輯進入主控表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)一張備忘錄給財政部尋求制服價格，并向相關(guān)的員工索取。A copy will be sent to HR.給一長復(fù)印件給人力資源部。 Who has to report the damage?誰需要報告損壞情況？When and why do I have to pay the Uniform?什么時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?給制服編碼時什么最重要？What are the issuing hours and why?發(fā)放制服時間是什么為什么？Why do we have to do quarterly inventory?為什么我們需要每季盤點？What do you have to do before an inventory check?貨物盤點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?誰進行存貨柜檢查？What happens when your

16、 Uniform is damaged?當你的制服損壞時該怎么辦？When do you have to pay?什么時候需要你付錢？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行實踐操作并做測試對于客房服務(wù)，相信不少的酒店人都有一些誤區(qū)，認為客房服務(wù)就是打掃房間或者遞送物品那么簡單，其實，客房服務(wù)需要注重的側(cè)重點還很多，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。對于客房服務(wù)，相信不同的酒店也會有自己獨立的一套運營標準，希望通過本篇文章，能夠給大家一些運營上的啟發(fā)，獲得客人更多好評，從全面做好客房服務(wù)開始。酒店是一個“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。從員工對顧客的服務(wù)，經(jīng)理對員工的管理，總經(jīng)理面對大量事務(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。客房管理人員必須對客服務(wù)第一線經(jīng)常地反復(fù)地講解、宣傳、鼓動、督促、鞭策、培訓(xùn)、現(xiàn)場示范給部門員工，將簡單的、重復(fù)的、乏味的勞動變?yōu)榉e極主動創(chuàng)造性的勞動；讓有形的設(shè)備設(shè)施和無形服務(wù)產(chǎn)生最大的