国际酒店PA部操作程序PA-0020INSPECTBACKOFHOUSE

1、(0 INTERCONTINENTAL. 弋tTo T EGROUPstandard operating procedure标准操作程序INSPECT BACK OF HOUSE酒店的后部区域的检查Task Number :任务号PA-0020Department : 部门Housekeep ing 客房部Date Issued： 发出时间January 20052005年1月Guest Expectation : 顾客愿望Even though I don t see back of house, I expecthouse areas to be as clean, andorganize

2、d as front of house areas. I don t understand how the front of houssparkli ng if the back of house is dirt烬管我没有看到酒店的后区，但我也布望它能够跟 前区一样干净。如果前区干净而后区脏的话是让我很难接受的。TIME TO Train :培训时间25 min utes25分Why is this task importa nt for you and our guests?为什么此任务对于你和我们的客人都很重要？An swers:答案1.1 un dersta nd the importa

3、 nee of havi ng clea n back of hou我理解清洁酒店后区的重要性。2. This represents our cleanliness and image behind the seen也能够表现出我们酒店的洁净形象。3. This shows our professionalism这也能够显示我们的专业性。WHAT/ STEPS 内容步骤HOW/ STANDARDS 操作标准TRAINING QUESTIONS培训疑问1) Ceiling天花Check if the ceiling is clean and free of cobwet Look for cra

4、cks, damage or sta ins.检查天花的干净与否和有无蜘蛛网，是否 存在裂缝、损坏和污点。Check the pipes along the ceili ng and en sure they are dust free.检查天花管道确保无灰尘。Check ventilation grills and ensure they are clea n.检查空调管道滤网确保无灰尘。Check the ceili ng lights to en sure they are work ing and are clea n.检查天花吊灯确保工作正常无灰尘。sWhy do I start w

5、ith the ceiling?我为什么要从天花开始？Why do I n eed to check the pipes along the ceili ng?我为什么要检查天花管道？Why do I need to check ventilation grills?我为什么要检查空调设施？How can 1 check the ceili ng lights?我怎么检查天花吊灯？2) Wall墙Check the wall from top to bottom, en sure that it is free from dust and sta ins.从上至下的检查墙面，确保无灰尘和污 点

6、。Check the wall skirt ing to en sure it is clea n and without scratches. Raise work order if scratche are bad检查墙裙是否干净有无划痕，必要 时进行更换。What do I have to do whe n the wall is not clea n?如果墙面不干净的话该怎么办？r*s3) Power points 电源开关Check switches and ensure they are working a are clea n.检查电源开关确保干净正常。Check sockets

7、 and en sure they are clea n and damaged.检查插座确保干净无损坏。nHow can 1 check the power sockets?我怎么检查电源插座？not4) Signs and notice boards标示指示牌En sure sig ns and no tice boards are hanging properly and are clea n.检查标示指示牌确保悬挂正确干净无灰 尘。Why do I n eed to check the no tice boar? 我为什么要检查标示指示牌？What shall I do if thin

8、gs are not replaced?如果需要更换我该怎么办？5) Doors门Check and en sure that door, door-frame and door knob are clea n.检查门、门框和把手确保正常无灰尘。Check the hin ges to en sure they are clea n and work properly.检查锁链确保正常干净。Check sig nage on the door to en sure that it is free of dust.检查指示图确保干净无灰尘。Is it importa nt to have dus

9、t free sig nage? 指示图无灰尘很重要吗？5) Report defects问题上报Report immediately maintenance problems found clea ning.在清洁的过程中发现问题立刻上报。Why do I have to report immediately? 我为什么要立刻上报？Summary questi ons 问题总结1. What is important when inspecting back of hous在检查后区的时候应注意什么？2. Where do I have to start我从那里开始？3. What are

10、the points to check检查的电源点都有那些？4. If things are not clean, do I have to call the PA to do it again?果不干净还需要通知 PA 来清洁吗？5. What are my options if the PA complains that despite regular cleaning, employees continue not to take any pride in back of house areas如果在正常清洁的情况下员工抱怨并对后区清洁不重视你怎么看？6. What do I have check daily我每天都应该检查什么？7. Do I need to report defects to HK or can I