某酒店工作標(biāo)準(zhǔn)管理程序1443

為網(wǎng)絡(luò)收集 僅供參考STANDARDPROCEDURES標(biāo)準(zhǔn)工作程序HOUSEKEEPINGDEPARTMENT客房部DescriptionGroomingandAppearanceCheckUniformandHowtoGroomingStandardsBodylanguageandattitudeHowtoConductBriefingCommunicatewithHousekeepingDepartment與客房部溝通HowtoGreettheGuest問(wèn)候客人DectphoneControl小靈通電話管理OccupationalHealthandSafety職業(yè)健康衛(wèi)生安全HOUHOUSEKEEPINGOFFICE&GUESTFLOOR 9 LostandFoundProcedureMonthlyLinenInventoryMasterKeySignOutProcedureSigninProcedureSignoutProcedureGuestRoomAmenities&Supplies“DoNotDistribute”ProcedureforRooms“請(qǐng)勿打擾”CleanRoomProcedure清潔HowtoCleanElectricKettle怎樣清潔電水壺.HowtoCleantheGlasses怎樣清潔玻璃杯HowtoCleanIceBucket怎樣清潔冰桶HowtoChangePillowCase怎樣更換枕套Howtoremovelaundrywooden/hangers撤出送衣籃衣架ReportingtotheGuestFloor樓層報(bào)到Howtomakeupbed怎樣做床HowtoCleantheBathRoomFloor怎樣清潔浴地板HowtoCleantheMiniBar怎樣清潔小酒吧HowtoDusttheFurniture怎樣給家具擦塵Howtocleanthemirror怎樣清潔鏡子HowtoCleantheBath怎樣清潔浴缸HowtoCleanShowerRoom怎樣清潔淋浴間HowtoCleantheBathRoomWall怎樣清潔浴室墻面Howtocleanthevanitytopandhandbasin怎樣清潔面臺(tái)和面盆HowtoClean/PolishtheBathroomFittings怎樣清潔和拋光浴室電鍍配件HowtoCleantheToiletBowl怎樣清潔馬桶Howtothe怎樣給地毯吸塵HowtoCleantheTelephone怎樣清潔電話機(jī)HowtoHandleWakeupCall怎樣處理叫醒服務(wù)GuestShoeShineService擦鞋服務(wù)SafeDepositBoxneedstobeopenedinCheckedoutguestroom當(dāng)客人離店后要檢查保險(xiǎn)箱必須打開HowtoHandletheLeftGuestRoomvinecard怎樣處理無(wú)用的客房鑰匙卡BedandBabyCotProcedure加床和嬰兒床處理程序GuestLaundryPickupDuringRoomCheck查房同時(shí)收取客衣GuestLaundryPickupRequirementviaReceivingCall客人電話要求收取洗衣毛巾的折疊HowtoRemoveRoomServiceBasket怎樣撤出送餐的餐具HowtoCleanGuestFloorCorridor怎樣清潔走廊HowtoAssistGuestwithLuggage/Parcel怎樣協(xié)助運(yùn)送客人行李Mini-barconsumptioncheck小酒吧消耗檢查Mini-bardailyreplenishment每日補(bǔ)充小酒吧HowtoHandle“OpenDoor”Request怎樣處理開房門的請(qǐng)求Breakage,LossandDamageProcedure遺失損壞處理程序HowtoCheckGuestFloorCorridor如何檢查走廊HowtoInspectBathroomCareandHandlingofBelongingsReturningandWorksheetCheckintoHousekeepingOfficeHowtoEscortGuesttoElevatorCleaningchemicalusinginHousekeepingHowtopolishwoodensurfaceHowtouseandcleanavacuumcleanerGuestLaundryEmergencySupercleanprogramOneEntryRoom一次進(jìn)入ZeroRoomDefects零缺陷TurndownService開床服務(wù)PUBLICPUBLICAREA 公共區(qū)域66．66．掃地67． Dustmopping推塵濕拖Wallwashingbyhand手工洗墻壁HowtoCleantheA/CGrill怎樣清潔空調(diào)口Howtoshampoocarpet抽洗地毯HowtoCleanUpholsteryFabric怎樣清潔沙發(fā)及軟包墻面Howto怎樣清潔墻紙Cleaningof清潔辦公室CloakRoomProcedure衣帽間的程序Staircasecleaning清潔樓梯Howtocleanwindows怎樣清潔窗戶Stonefloorscrubbing擦洗石制地面Lockerroomcleaning更衣室的清潔Howtopolishwoodensurface如何給木制表面拋光Howtouseandcleanavacuumcleaner如何使用和清理吸塵器Dryfoamshampoooncarpet干洗地毯Cleaningofoutlets各餐飲場(chǎng)所的清潔Inspectionofbackofhouse后區(qū)的檢查Cleaningoflobby大堂的清潔的倉(cāng)庫(kù)Cleaningsuppliesandequipmentreturn返還清潔用品及設(shè)備Howtocleanurinalbowel怎樣清潔小便池Howtopolishbrass怎樣給銅器拋光Howtocleanskidproofanddustproofpad如何清潔防滑墊及防塵墊Howtoformarblefloor怎樣給大理石地面做晶面處理Howtomaintainandcleanleathersurface如何保養(yǎng)和清潔皮革表面Howtocleantelephone怎樣清潔電話Cleaningofpantry/storeroom清潔工作間和儲(chǔ)藏室公共衛(wèi)生間的清潔Checkintopublicareaserviceassociates員工報(bào)道的檢查Preparedailyworkallocation準(zhǔn)備日常工作分配Lobbyinspection大堂的檢查Inspectionoflifts檢查電梯Inspectionofrestroom檢查洗手間Inspectionofoutlets檢查各餐飲場(chǎng)所Inspectionofbackstairs檢查后樓梯Inspectionofpantry/storeroom檢查工作間及儲(chǔ)藏室UNIFORM DEPARTMENTUNIFORM DEPARTMENT制服室104GuestLaundryCheck檢查客衣106.Howtohandlediscrepancy如何處理差異107.DamageLaundryConfirmation確認(rèn)破損108.GuestLaundryDepositService客衣存放服務(wù)109.Howtohandleguestandpressingservice.如何處理加快服務(wù)及熨燙服務(wù)110.Guestlaundrydelivering返還客衣111.D.N.DRoomGuestLaundryServiceD.N.D房間客人洗衣服務(wù)112.Guestcomplaininghandling處理客人投訴Housekeeping–Policies&ProceduresManual-uANDPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Maintainaclean,tidyandfreshappearanceduringyourwork.PROCEDURES -Keepcleanandbeoptimisticduringworktime.-Makeself-checkandgroomingcheckatanytime.-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.-Wearnametagcorrectlywithuniform,thenametagispartofuniform.一分-Payattentionthatuniformhasnodamages.留意要破損-Wearshoesandsocksasissued:規(guī)定鞋襪-Blackshoesandblacksocksformale.男士黑鞋黑襪-Blackshoesandneutralcolorstockingsforfemale.女士黑鞋肉色長(zhǎng)襪-Checkyourshoes:shoesshouldbeclean,polishandingoodcondition.鞋否光亮并處于完?duì)顟B(tài)-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.襪子否無(wú)破洞-Checkuniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.否熨燙無(wú)破損或丟失Housekeeping–Policies&ProceduresManual-u:KMDWGROOMINGANDAPPEARANCEPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.PROCEDURES -Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringworkStandards-Theuniformpressedwithoutstains,tearsandodor-Buttonupallbuttonsrollupsleeves,tochangeiftheuniformdoesnotfittag-BlackshoesandsocksformaleblackshoesandbodycolorsocksforfemaleEnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingand。-HairtobecombedandbrushedFormale,thehairshouldnotcoverbrowandthebackshouldnottouchcollarorbeovertheears.頭發(fā)須梳前得過(guò)眉后得過(guò)衣領(lǐng)鬢角得蓋過(guò)耳朵-MakesurearrivalatOfficeis15minsinadvance.提前15分鐘到辦公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.covertheshoulders,andallhairpinsaretobeblackincolor.不過(guò)肩卡只限于黑色-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly指甲油只限于透明色并保持光亮和平整-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.夸張和懸掛式的耳環(huán)是不允許的手鐲也是不被允許的-Noringsexceptengagementormarriagering不可戴戒指訂婚或結(jié)婚戒指除外-Remindassociatestocheckforbadbreath.保持口腔無(wú)異味-SupervisorwillalsoberesponsibletospotcheckPAuniform,appearanceandtocorrectitatanytimeduringworkingtime主管員工的制服儀表-Payparticularattentiontocheckiftheiruniformiswornsuchasifanybuttonsisopened,if thesleevesarerolledupetc檢查制服時(shí)注意細(xì)節(jié)例如紐扣沒(méi)系好袖子卷來(lái)等-KeepremindingPACleanerstopayattentiontotheirappearances.提醒PA員工注意他們的外表-Housekeeping–Policies&ProceduresManual客房部-制度和流程指南uBODYLANGUAGEANDATTITUDE主題：肢體語(yǔ)言及態(tài)度Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理

Ref:參考號(hào)：RMS-HSKP-SOP-003Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 目的Goodandpolitemannershowsrespecttoourguests.良好及禮貌的舉止顯示我們對(duì)客人的尊重PROCEDURES 流程--Maintaingoodmannersatanyplaceandatanytimewhenatwork,payattentiontocleanliness.Wearnametagatall工作期間在任何時(shí)間，地點(diǎn)保持良好的禮貌，注意個(gè)人清潔，佩戴名牌-DonotputyourhandintoyourPockets.手不要插在兜里-Donotleanagainstthewallatanytime.任何時(shí)間不要倚靠著墻站著-Donotsmoke,pickteeth,spitorcleanyournailsinpublic.在公共場(chǎng)所不許抽煙，剔牙，吐談或剪指甲-Walkquicklybutnotrun.走路要快，但不要跑-Whenwalkingshouldertoshoulderwithguests,letguestgofirst.當(dāng)與客人并排時(shí)，請(qǐng)客人先走-Whentalkingwithguest,bepoliteandsmile.當(dāng)與客人談話時(shí)要有禮貌并保持微笑-Maintainarespectfuldistancewithguestwhenspeaking.與客人談話要保持一定的距離-Standstraight,nevercrossyourarms.要站直，雙臂不能交在-Maintaincontactwithguest.保持與客人的-Listenearnestlytoguestanddonotdisturbwhenguestistalking.當(dāng)客人話時(shí)要，不要。-Donotbringbadmoodtowork. Politelyprovidebestservice.不要帶著情緒工作，要優(yōu)雅的提供你最好的服務(wù)Housekeeping–Policies&ProceduresManual-u:WOTPrepareby:DirectorofRoomsDivisionApprovedby:HotelManager

Ref:-Date:Date:OBJECTIVE CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodworkPROCEDURES -CheckyourassociatesaccordingtoSign-insheetandschedule.-Greetassociates“NinHao”問(wèn)候“您”-Checkeachofyourassociatesappearanceandgrooming.每?jī)x表儀容-Checknametagsandcorrectanystandardsthatarenotmet.名牌-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.報(bào)告要事項(xiàng)及交接本記錄事宜-Meetassociatesalltogetherinhousekeepingoffice.在辦公室跟面-Ensurethateveryonehasapentotakenotes.每人用筆記錄下相關(guān)事宜-Discussspecialtasksfortheday.討論當(dāng)天特別安排-DiscussguestandVIParrivalsandspecialremarks.P-Discussanygrouparrivals.交待預(yù)抵團(tuán)隊(duì)事宜anyspecialrequestsandprojects.交待任何人特別要求計(jì)劃-Reviewguestcomments.回顧人意見-Discussanyproblemsthatarose.-Reviewanyfollow-upthatneedstobedone-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.-Checkyourassociatesforclearunderstandingofassignments.-Askifanythingisunclear.不清楚就問(wèn)-Getfeedbackorsuggestionfromyourassociates.反饋或建議-ReportanymajorconcernstotheAM.匯報(bào)主慮給副經(jīng)理pickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.改進(jìn)經(jīng)日15鐘以簡(jiǎn)短培訓(xùn)Housekeeping–Policies&ProceduresManual-uWITH Prepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurecommunicationwithguestandcolleaguesoastoshowoursincerityandrespecttohim/her.PROCEDURES -HousekeepingOfficetakesimportantroleincommunicatingwithguestsoramongdepartments.Ifitdoesnotworkwellitwillaffectserviceworkefficiencyandhotelreputation.-Whenthetelephonerings,shouldstopallworktoanswerthetelephone(within3rings).3-Whenansweringthetelephone,speakNinHao,ThisisHousekeeping,mayIhelpyou.”？remembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永遠(yuǎn)記住過(guò)心其他聯(lián)系報(bào)告任何特殊活動(dòng)Housekeeping–Policies&ProceduresManual-u:WOTEPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManagerRef:-Date:Date:OBJECTIVEShowgreatrespectandcourtesyfortheguest.PROCEDURESSee<Groomingandpersonalhygiene>.-Donotfoldarms;puthandsinpocketwhenworking.Standstraightanddonotslouch.-Greettheguestswithsmileandinaclearvoice&sayO”“您好”-Stopwalkingorworking.停止走路工作-Smile.-Makeeyecontactwiththeguest.跟有眼神接觸-Standstraight.-Letguestgofirst.讓先走-TogreettheguestbysayingO”Usesifyou“您好”盡量稱呼姓名Housekeeping–Policies&ProceduresManual客房部-制度和流程指南u:TE主題：客房小靈通電話的管理Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理

Ref:參考號(hào)：RMS-HSKP-SOP-007Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.確保員工的電話功能良好，可以提供有效的服務(wù)PROCEDURES 流程-Allhousekeeping’sdectphoneiskeptinthephonecabinetintheHousekeepingoffice.TheissueandreturnofdectphoneisoverseenbytheOfficeAinventoryisrequired.所有客房部小靈通電話必須保管在辦公室電話柜里，有文員負(fù)責(zé)發(fā)放和回收，并每天必需盤點(diǎn)-DectphoneareissuedbytheHSKP.OfficecoordinatorfromthehousekeepingofficewhenAssociatessign-in.當(dāng)服務(wù)員簽字后，文員才能從辦公室發(fā)放-Dectphoneissuerecordiskepttogetherwiththeattendantsign-in/outsheet.所有小靈通電話發(fā)放記錄都必須在員工簽到本上-Checkthedectphoneforanydamagesormalfunction.檢查小靈通電話的任何損壞或故障-Cliponwaistbeltafterreceivingthedectphone收到電話后要?jiǎng)e在腰帶上-Don’tturnoffthedectphonetillyouareoffdutyandreturnittoHSKPOffice.當(dāng)你上班時(shí)或還回辦公室之前，不許關(guān)掉小靈通電話-Donotputinsideuniformpocket.不要將小靈通電話放在制服口袋里-Returncallimmediatelywhenyourdectphoneisbeeping當(dāng)你的小靈通電話響時(shí)，要立即回電話-Ifthepagingisbycodemessage,returncalltoHSKPofficeaftercompletingthetask.ToinformtheOfficethatthetaskhasbeendone.如果是密碼短信，當(dāng)任務(wù)后，要回辦公室，工-DonotturnoffthedectphonewhileonEvenduringdutymeal,returncallimmediatelywhenbeingpaged.上班時(shí)不要關(guān)掉小靈通電話，在工期一樣，如果電話響了，立即回電話-Any-Anycodemessagescannotdoforanyshouldreturnacalltoimmediatelytoinformandaskforhelp.-AlldectphonesarereturnedtoHSKPofficewhenoffduty.-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertotheshiftOffice一-Makesurenodectphonesisreturnedwithdamages.確定沒(méi)是損壞的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator缺陷故障匯報(bào)-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDept如果工作聯(lián)系總機(jī)主管-Anydectphonesthataresentoutforrepairshouldbenoted.送維修記錄-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.常在放置地方記錄遺失日期和情況記錄Housekeeping–Policies&ProceduresManual-u:lhdyPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Takecareyourhealthandsafetyfirst一PROCEDURES -Readandunderstandtheinstructionofallkindschemical閱讀解所有類型藥劑-Besureyouunderstandandhowtouseproduct確保你明白如何使用-Alwaystrylittleareatoseetheeffect永遠(yuǎn)先試一點(diǎn)區(qū)域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor萬(wàn)一不慎入眼，立即清水沖洗并看醫(yī)生-Donotbarehandtousestrongchemical.e.g.“RustGo”(akindofstrongchemicaltoremovetheyellowmark)..不要裸手使用比較厲害藥劑，如“RustGo”（一種強(qiáng)去漬劑，去除黃斑）Housekeeping–Policies&ProceduresManual客房部-制度和流程指南uLOSTANDFOUNDPROCEDURE主題：失物招領(lǐng)程序Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理

Ref:參考號(hào)：RMS-HSKP-SOP-009Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest統(tǒng)一管理失物招領(lǐng)，確保客人財(cái)產(chǎn)安全顯示出我們對(duì)客人的尊重PROCEDURES 流程AnyLostandFounditemistoturnedintotheHousekeepingofficeimmediately.任何失物必須及時(shí)交道客房部辦公室-HousekeepingOfficeisresponsiblefortheadministrationofallLostandFound客房部辦公室負(fù)責(zé)管理所有失物招領(lǐng)事宜inaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何離店房被發(fā)現(xiàn)有遺留物品時(shí)必須馬上給客房部辦公室打電話，客人也許會(huì)隨時(shí)來(lái)詢問(wèn)-HousekeepingDepartmentclerkshouldrecorditontheL&Frecordsheet.文員必須如實(shí)記錄在相關(guān)單據(jù)上-Handitoverwhileyougoforlunch.Neverputanyfounditematthepantry.當(dāng)你吃飯時(shí)遺留物品要做交接，千萬(wàn)不要隨便放在工作間-WhenturningintheLostandFound,pleasenotetheaccurateplaceorroomnumberwhereitemisfound.Pls.signontheL&Fsheetforacknowledgement,handovertheitemtoOffice.上繳遺留物品時(shí)要寫確的房號(hào)，確，在交接給辦公室leaveanyLostandfounditemonthefloorpantryorinotherlocations.AllitemsmustbeturnedintotheHousekeepingOfficeatlunchtimeorwhenevergodowntoOffice.不要有任何遺留在工作間，所有失物必須及時(shí)上交，你在吃飯的時(shí)候辦公室當(dāng)你有事辦公室的時(shí)來(lái)。-IfhaveanyquestionsaboutLostandFound,shouldcontactSupervisorright如果你對(duì)失物招領(lǐng)有任何疑問(wèn)，你馬上聯(lián)系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheandFoundlogbook,thelogbookincludesthedate,place,name,thenameandthefinderforallitems.為了處理詢問(wèn)和便定，客房部管理人員有責(zé)任制定失物招領(lǐng)登記簿，內(nèi)容包括：日期，點(diǎn)，客人姓名，物品名稱，和發(fā)現(xiàn)人-Alldetailsmustberecordeddownrightaftershe/hereceivescallfromGuestAssistantManagerofreporting/-RegisteralltheinformationintheLostandFoundformandattachedittothebag. Payattentiontoattachitsecurelytoavoidlosingit.。-Alsoenterallinformationinthecomputersystemtoassistwithguestinquiries.-Toensurethesafetyoftheguestbelongings,valuablearticlessuchascash,wallets,cameras,etc.shouldbestoredinthesafeinDutyManagerofFrontDesk.確?？腿素?cái)產(chǎn)安全貴重如現(xiàn)金錢包相機(jī)等存前臺(tái)保險(xiǎn)箱內(nèi)-EnsurethecleanlinessofclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.確保客人衣清潔可以將它們交洗衣房洗滌-OfficeAdministrative辦公室行政管理AssociateofeveryshiftshouldsubmittheandFoundinthestorewithinthatLostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldplacedintheLostandFoundstoreroom.任何次員工天交遺留遺留許辦公室無(wú)人照看應(yīng)存入庫(kù)房-Payattentiontoplaceitemsbasedontheorderofthedate.排放按照日期-WhenguestsclaimthelostItems,theAdministrativeAssociateshouldinquireabouthetime,theplace,andthecharacteristicsofthelostitem.客人認(rèn)相關(guān)負(fù)責(zé)人員查問(wèn)間地點(diǎn)及特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人認(rèn)出示身份證或護(hù)照禮貌請(qǐng)簽見。-Ifguestsstayinthehotel,caninformtheFrontOfficeAdministrativeAssociatetosendtheLostandFoundtotheguests’room,andthestandardprocedureisrequired.如果客人仍店你可通知前廳管人員將送交客人房間這個(gè)標(biāo)準(zhǔn)程序必須的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheidentitycardandpassport.復(fù)印件-IftheguestcallstosendtheLostandFound,shouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistant如果客人求寄回告知客人請(qǐng)客人發(fā)傳真求酒店寄回付郵費(fèi)及郵寄詳?shù)刂仿?lián)及信用卡號(hào)鉗確認(rèn)然后通知助行政管家ensurethesafetyofguestbelongings,AssistantHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.確保客人財(cái)產(chǎn)安全服務(wù)總監(jiān)直接負(fù)責(zé)貴重-Openfood/drink/alcoholitemsaretobedisposed.-Distributealltheunclaimedarticlestothefinderafterthreemonths.3Distributeallthefoodaood/drink/alcoholitemstothefinderafterthreedays.3-AdministrativeAssociateofHousekeepingDepartmentshouldkeeptherecordonfile.-AllassociateswilltakegatepasswiththeLostandFounditemwhenremovingitfromthehotel.-CongenerhotelproductwillnotbetreatedasL&Fitem.不能被當(dāng)作失招Housekeeping–Policies&ProceduresManual-uMONTHLYLINENINVENTORYPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.PROCEDURES -ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.每次餐飲每季次-Nodirtyonesagainstcleanonesprogramwillbeconductedduringtheinventoryperiod.不進(jìn)行換領(lǐng)-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevariouslinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerSupervisorofeachoutletmustbeonsiteduringthewholeprocess.將分別檢查每個(gè)餐廳場(chǎng)所在檢查餐廳將不同規(guī)格（干凈臟）分別類存放整齊餐廳副或管全與-Associateisrequiredtofillupwiththeinventoryformagainstthelinenfigureandineveryguestroomaccordingtotheitemsontheform.根據(jù)每間種類數(shù)真實(shí)填寫表-Attheendoftheassociateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethe下班必須數(shù)存放真實(shí)數(shù)字種類-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominoff管下班好所樓層表遞交核數(shù)-Duringtheinventorytakingperiod,nolinenshouldbeChanged.不要發(fā)放更換任何-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必須餐飲或客房后完成所有的計(jì)算工作-AseparatereportrecordedthefigureofF&Blinen&guestroomlineninventorytakingshouldbecompiledwithin3afterthe當(dāng)3天要將各項(xiàng)數(shù)據(jù)匯編完成-CccopiestoFinanceandconcerneddepartmenthead附件抄送財(cái)務(wù)部及相關(guān)部門Housekeeping–Policies&ProceduresManual-uMASTERKEYSIGNOUTPROCEDUREPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurethesafetyofthekeysandguest’sbelongingstoshowourcareandrespect.PROCEDURES -SupervisorandAttendanttakethefloormasterkeywhensigningatwork,Officecoordinatorisresponsiblefordistribution.-KeymustbehandedoutaftersignaturehasbeenverifiedbyOffice-Officecoordinatoronlyhandlesoneassociateatonetime.一個(gè)一個(gè)-Markcorrectrecordinthelogbookincludingthefloorno.dateandsignature.Nooneelsecantakethemasterafterhavingsignedout.登記本正記錄包括樓層間不不拿走-Placethekeyinthepocketofthetrousersatwork&hookupwiththetrousers/skirt.鏈用掛勾勾褲子或裙子然將兜內(nèi)-Payattentionthatthereisnomagneticorharditemsinthepocket.意兜不要有帶磁或堅(jiān)硬物品-Keyisnotbentorbroken,ifnotinformClerkorSupervisor.有斷裂現(xiàn)象要通知或-Keymustnotbelenttoanyoneofotherdepartmentsaftertaking.不得轉(zhuǎn)借門-Clerkmustcheckthedistributionaccordingtotherecordaftercompletingthedistribution.依照記錄來(lái)檢查分配-Payattentiontokeys’correctdistribution.-Lockthekeyboxincaseofloss.防止丟失柜鎖上Housekeeping–Policies&ProceduresManual-uSIGNINPROCEDUREPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.PROCEDURES Changeintouniform15minutesearliertoensuresufficienttimetoreporttowork.15Checkthecleanlinessandconditionofyouruniform,nospots,damageorloosebuttons.See‘grooming&personalhygiene’Men’shairshouldnottouchcollaroryourfaceNosideburns.Women’shairtiedupneatlyNoheavymakeupandnailpolish.Nolongdanglingearrings.Blackcolorsock.Checkwhethernametagiswornproperly.。穿規(guī)定鞋襪名牌處于位置Signname&timeonsigninsheet,radio(dectphone)andsignonkeylogbook&.get在上上名字呼機(jī)Payattentionnottospeaktooloudly.注意大聲喧嘩Takeyourworksheetandfloorkey.取作樓層Usetheserviceelevator. walkaroundthefloortalkinginaloudvoice.乘坐電梯在樓層附近大聲響Housekeeping–Policies&ProceduresManual-u:NTPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toeliminateunnecessarytravelingupanddown.sothattoprovideaconsistentservicetotheguests.PROCEDURES TocheckPantryonemoretimewhetherforthathasbeenleftbehind,suchasLost&Founditems,itemsonloantoguests,foodandF&Bcutleries.Allaboveitemsareabsolutelyrequiredtobebroughtdowninsteadofremaininginthe。以須徹底拿出存在TheSupervisorshavetheresponsibilitytoasktheGuestServiceAssociateregardingaboveissuesandwhetheranyabnormalthingshappenedinguestrooms.管負(fù)責(zé)詢問(wèn)員發(fā)生關(guān)于面出反常事情ensureallbasintapsaretobeshutthePantrylightstobeswitchedleaving確保所水龍頭關(guān)閉燈關(guān)閉-Tokeepsilenceandorder,noshoutingandrunningwhileleavingfloor.安靜秩層大聲喧嘩或奔跑吵鬧TheshouldbecollectedfromAssociateatthistime.Itistheonlytimeallowedtobringtheitemsdownstairsandvisithousekeepingofficeforemergencies.同時(shí)員應(yīng)好鑰匙并且也只在這時(shí)才能拿著這些到辦公室除了其他特殊求時(shí)。Todisposetherubbishbagtogarbageroom. Becarefulnottomessupthepassingarea.將垃圾袋送垃圾小心沿途灑。Toreturnalltheitemsonloantogueststo將還回辦公室Housekeeping–Policies&ProceduresManual-u: T M &SUPPLIESSETUPPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManagerRef:-Date:Date:OBJECTIVEavoidtoomuchtraffictoandfromtoensurethattheamenitieswillnotdamagedbymisshandling.不會(huì)因處不當(dāng)而損壞或丟失PROCEDURESNicelyandneatlyplacealltheguestroomamenitiesinthemaidcarrybasketonadailybasis.按每天基本量將完好清潔入提籃內(nèi)Eachcarriedboxshouldprepare4room’samenities每個(gè)提籃4Thewoodenboxshouldcleandaily,supervisorshouldcheckit.提籃每天要清潔管要檢查Housekeeping–Policies&ProceduresManual-u:DoNotDistribute”ProcedureforRooms“請(qǐng)勿打擾”序Prepareby:DirectorofRoomsDivision起草務(wù)總監(jiān)Approvedby:GeneralManager批準(zhǔn)總經(jīng)理

Ref:號(hào)-Date:日期Date:日期OBJECTIVE 目的Torespectourguestwhilstensuringcustomersatisfaction.尊敬人，同時(shí)也使人滿意Ensurethattheguestsandtheirbelongingsaresafe.確保人及他們的財(cái)產(chǎn)安全PROCEDURES -MakesureallDNDroomsnotservicedarereportedtothecallcenterby2:00pm,Makeanoteof”mnryk,geDND2點(diǎn)通知DND記錄在你的工作表上，包括時(shí)間Callcenterwillcalltheguestwhentocleanuptheroomandinformroommaid服務(wù)中心電話詢問(wèn)人何時(shí)打掃并通知相應(yīng)服務(wù)員Ifnoanswerintheguestroom,callcenterwillinformfloorteamleader,teamleaderwillgototheDNDroomwithroommaidtochecktheroomcondition如果無(wú)人回答，服務(wù)中心將通知所在樓層DND查看房目前狀態(tài)Markdownthetimeyounoticetheonyourworksheet.的時(shí)間-DuringthePMshift,foronedayDNDroomandGRSroom,shouldbeinsertDNDnoteunderthedoor，ReporttoFOguestserviceManagerforrecord請(qǐng)勿打擾）GRS（拒絕打掃）的DND服務(wù)卡，并通知當(dāng)班前臺(tái)服務(wù)經(jīng)理作好記錄Housekeeping–Policies&ProceduresManual-u:nmPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Showoursinceritytoourguestwithourcareandservice.PROCEDURES -Prepare5ofclothforCleaning(onefordusting(red/white),oneforcleaningglassware(green/white),oneforcleaningwashbasinandbathtub(white),oneforcleaningwindowtableglass,mirror(blue/white),oneforcleaningtoilet(whitewithblackthread)5-Pullthesheercurtainup.-Putusedglass,othebasin.-Emptywastebin.-Squirtmultipurposecleaningagenttomakeasoapysolution.萬(wàn)能劑-Removetheduvetcoverfromtheduvet,placetheduvetonachair.羽絨被套撤下羽絨被置于椅上-Payattentionwhilestrippingsoastoavoidtakingawaybelongingswhichmaybeinsidethelinen.注意撤被罩時(shí)不要把物品卷到里去-Removethepillowcaseandcheckpillowinsertifitisdirtychangeimmediatelyifnecessary.撤枕袋時(shí)也要檢查枕頭里是否也臟了如有必要也立即更換-Checkthemattresspadifitisdirty,ifitshouldbechanged.檢查床護(hù)墊是否也臟了如果是也要更換-Gotothebathroomandpickupallthesoiledlinen.始打掃衛(wèi)生并臟帶出-Checkbathroomtoseeifanyguestsuppliescanbecollectedwhiletakingthecleanlinen.-Takesoiledlinentothepantryanddoublechecksoiledlinenbeforethrowawaytothelinenchute-Takethelargeritemsfirst,likethesheetsandduvetcovers,thenTowelsandguestsuppliesasneeded.-Takethedustclothandfolditneatly,thenspraymulti-purposecleaningagentonit.See“CleanBathroom”.-Makethebedaccordingtothe“MakeUpBed”standard.“”標(biāo)準(zhǔn)-Startatthedoorandworkyourwayclockwise.從門開始按順時(shí)針?lè)较?CheckwhatismissingasyouPasseacharea.當(dāng)你經(jīng)過(guò)每個(gè)區(qū)域時(shí)什么缺少-Replenishasperstandardset按標(biāo)準(zhǔn)設(shè)置充-Afterallsuppliesarereplenished,vacuumtheguestroomaccordingtoprocedure充完所后按.-Walktothecenteroftheroomandsquirtairfreshener.shouldbeheldhigh,squirtOnceineachdirection.走房中點(diǎn)空氣新。嘴向上每個(gè)方向-AsyoupasseachareawhetherallisingoodconditionandinworkingEngineeringofanydefectsandRepairs.當(dāng)你經(jīng)過(guò)每個(gè)區(qū)域時(shí)留意所處于良狀態(tài)記下所狀態(tài)不設(shè)施設(shè)備，開程請(qǐng)修通知程部修理缺陷。-Standattheentranceandlookaroundtoensurenoareahasbeenmissed.出門門口要巡視房遍確保沒(méi)遺漏ROOMSHOULDBECLOSEDDOORINOCCUPIEDROOMSWITHAMAKEROOMCARDONTHEDOOR.打掃住房要關(guān)著門門上掛“房中”牌子DOOROPENWHENCLEANINGINVACROOMS空房要開著房門做Housekeeping–Policies&ProceduresManual-u:woncPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toshowourhighstandofcleanlinessinordertodelightourcustomers.PROCEDURES IfitisC/Oroomorthereispurewater,thanthewatershouldbecleared.Ifitisaoccupiedroom,pleaseunplugtheswitchtoavoiddamagingthekettle.-Useadampclothsoakwithdetergentandrubtheinnerandoutersurfaces.-Rinsethekettlethoroughlywithwater.-Drythekettlewithacleanglasscloth.-Paymoreattentiontoinnersurfaceasitturnsyelloweasily.-NeverusescouringpadtocleanthesurfaceasitwilldamagethesurfaceandharboursDirt.-Kettlesmustbecleaneddaily.-Neverimmersethekettleintothewaterforcleaning.-Astimegoestheresidueofwaterwillsticktotheinnersurfacewhichwillturnthesurface一長(zhǎng)殘物附著在-Usewaterscaleremover/toothpastetorubitoffandrinsewithwarmwater.垢去除/牙膏阻絲上垢然溫沖洗-Makesurethekettleisdry.確保爽-PluginthekettleforafewSeconds. Iftheredlightison,thekettleisfunctioning上源幾秒紅燈亮了就示它工作vrveeeugnu下不要接通電源Housekeeping–Policies&ProceduresManual客房部-制度和流程指南u:wone主題：怎樣清潔玻璃杯Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Ref:參考號(hào)：RMS-HSKP-SOP-018Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE目的Providecleanandcupsforguestuse.Thisshowsarecareforthehealthofourguests.提供干凈衛(wèi)生的杯具供客人使用，展現(xiàn)我們對(duì)客人健康的關(guān)注PROCEDURES流程Allglasswareshouldsendtofloorpantryforwash所有杯具要送到工作間清洗Afterwashedshouldkeepincabinetforsanitary洗完后存放在消毒間的碗柜里Housekeeping–Policies&ProceduresManual-u:wonePrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toshowguestsourhighstandardofcleanliness.PROCEDURES Toclearanywateroriceleftinthebucket.-Tocleanthebucketanditscoverwithdetergent.個(gè)蓋子-Torinsetheicebucketanditscoverwithhotwater.熱沖洗個(gè)及蓋子-Payattentiontotherubberrimofthebucketasblackmouldorstainscouldaccumulatethere.注意膠皮邊常會(huì)有發(fā)黑發(fā)黃象-Wipetheoutsideandinsideoftheicebucketandcornerwithadrycloth.干布擦干凈外邊角Housekeeping–Policies&ProceduresManual-u:woewPrep