国外著名酒店客房部程序housekeeping 2(1837)

1、STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G. M. APPROVAL: DATE:TASK: LOST AND FOUND STANDARD: All lost and found items are to be handed over to housekeeping office with proper documentation. All such items are to be wrapped properly with plastic bags together with fol

2、io receipts.=PROCEDURE:- STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: MISSING AND DAMAGED ITEMS IN ROOMSTANDARD: Report all missing and/or damaged items in room and replace with new ones. Ensure that the relevant forms are filled out in triplica

3、tes and duplicates respectively =PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: LOST AND FOUND STANDARD: A) Ensure sub-master key is handled with care and responsibilityB) Ensure tight security control is maintained (especially for the g

4、uest rooms) at all times=PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: CLEANING OF BATH ROOM AND TOILET STANDARD: A) No abrasive to be usedB) Toilet seat and under rim cleaned daily. Allow to sanitize for 5 minutesC) Hand basin, bath tu

5、b, walls, mirror, soap holder, and shower curtain, wash, cleaned and polished dailyD) Wipe shower curtain with multi-purpose cleaner daily for occupied room. For check-out room, tack down shower curtain to soak and wash in tubE) Wipe floor daily, scrub and rinse for checkout.F) Change all used towel

6、s twice a day. Torn and stained one disallowed G) On exhaust fan cleaningH) Door slightly open after cleaning=PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: BATHROOM SET UP STANDARD: A) All towels to be folded and placed with logos clear

7、ly visibleB) Know the standard items to be placed in the room.=PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: KNOWLEDGE OF DUTIES OF ROOM ATTENDANTS (7:00 am to 4:00 pm) STANDARD: A) Report on timeB) Sign in with full uniformC) Long hair

8、 tied upD) No excessive jewelryE) Shoes must be toe-covered, black and low-heeledF) Only stud earrings.G) Finger nails short and not red paintedH) Light make upI) No body odorJ) Go to assigned floorK) Clean up pantry floor, ash stands, basin and shelvingL) Check trolley is tidy and correct parM) Cle

9、an check out room, if any, then occupied ones followed by vacantN) Put out reportO) Replenish trolley as per par.P) Check vacuum machineQ) Sign out key and hand in report.=PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: KNOWLEDGE OF DUTIE

10、S OF ROOM ATTENDANTS (2:00 pm to 11:00 pm)STANDARD: A) Sign in on time with full uniform.B) Same as morning shift rules.C) Check with morning shift room staff on room status.D) Pack pantry/fold line standard showing logo.E) Vacuum hallway carpet.F) Clean up guest lift area.G) Turn down service at 7:

11、00 pm as per turn down standard.=PROCEDURE:TOWERSJOB CATEGORIES:ButlerHOUSEKEEPINGBUTLERSTANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: Refer to new employee training profile.=PROCEDURE:1. Introduction introducing st

12、aff.Introduction fundamental duties in Housekeeping.2. Organization Chart, explain each job category to relevant staff.3. Lectures on departmental rules and regulations, Dos and Donts.4. Arrange groups of 4 5 staff to go on familiarization tour of various departments / areas in order to know where t

13、o go for what.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: KNOWLEDGE OF DUTIES OF ROOM ATTENDANTS (7 pm to 4 pm)STANDARD: PROCEDURE:- Clean occupied rooms where guests have gone out. If you enter a room where guest is still in room. Apologise by

14、 saying “Sorry sir, May I know when you would like me to return to serve your room please? Thank you.” When you got your answer leave room quickly and make sure door is locked securely behind you by pushing against the door. (Refer to standards and procedures servicing an occupied room.)- When all r

15、ooms are completed, next go into all vacant rooms to check and touch and tough up if necessary to ensure room is still in good order.- Check that all lights are in working order- The air-con not too cold or too warm- The mini bar is intact- No leak anywhere in the room or toilet - The furniture are

16、dust free - The glass doors and windows clean with no fingerprints.- Help clear away soiled linen into linen chute if houseman/runner is long in coming because he has to run too many floors. Keep linen chute locked after use.- Replenish own trolley when linen and supplies run short when full house.

17、If supplies is not available in pantry ring housekeeping office to page for houseman to collect from housekeeping office and send up.PROCEDURES: (continued)- Must keep good record on daily shift usage of all guest supplies. Total up amount used at each shift on list for stock replenishment each day.

18、 The next day to be sent up by Housemen/Runner to Butler / maid around 4 pm. The pm shift Assistant Housekeeper will issue stocks and file up the list.- Keep pantry area clean and tidy at all times. Clear corridors ash stand of rubbish and cigarette butts. Vacuum the corridor carpet. Wipe skirting a

19、nd pictures.- Report to Housekeeping office to skin sign out attendance and return floors sub-master key card sign back against name and time key returned.- Go to locker room change out of uniform and send uniform for laundry. No uniform should be worn out of hotel.STANDARDS AND PROCEDURESDEPARTMENT

20、: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: KNOWLEDGE OF DUTIES OF ROOM ATTENDANTS (2 pm 11pm)STANDARD: sign in on time with full uniform. Same as morning shift room about room status. Pack panty/fold linen standard. Folding showing logo. Vacuum hallway carpet. Clean up guest l

21、ift area- mirror free of dust and marks. Turn down services at 7 pm:a) Clean all used glasses ashtrays.b) Clean bathtub and basin wipe dry.c) Turn down bed:- SINGLE OCCUPANCY- TWIN ROOM: turn sown one side use bed nearer to bathroom- KING ROOM: turn down nearer to phone- DOUBLE OCCUPANCY: Turn down

22、both bed and both side for twin bed d) Tidy room e) Clean all room service trays :From afternoon amenities/room service, meat dish to remove if not consumed.f) Pack pantry and trolley in standard par.g) Stay on floor h) leave=PROCEDURE:- Collect and sign for assigned floors sub master key card. Stop

23、 awhile at notice board to scan through for any notices. Proceed straight up to assigned floors pantry read up or inquire about current room status from floor shifts butler.- Help pm butler to do the day s routine check on mini bar and replenish the bar in all rooms except the check out rooms done b

24、y am shifts butler indicated on the list ( list available from Room Service).PROCEDURES: (continued)- Clear and clean ash stands of rubbish at lift landing. Wipe it with a damp cloth rinse with multi purpose sanitizing cleaner. Wipe dry. Wipe lift doors inside and outside.- High dust corridor and la

25、nding ceilings and walls once through every Monday Wednesday and Friday. Vacuum corridor and landing carpets daily.- Clean 2 vacuum cleaners and empty out bags every Tuesday, Thursday, and Saturday.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: KN

26、OWLEDGE OF DUTIES OF ROOM ATTENDANTS (2 pm 11pm)STANDARD: =PROCEDURE:- Clean check out rooms if any during shifts (refer to standards & procedures for cleaning check outs).- Load Room Attendants trolleys tc full par (Refer to standard & procedures). Refill cleaning agents from stock availabl

27、e in housekeeping office in B3. Get butlers permission to leave floor. This can be done when she goes for her tea break or dinner break on her way back to her floor.- Do evening turn down service between 7 pm & 9 pm. Go to occupied rooms, knock twice gently on the door with your knuckles, wait f

28、or 5 seconds, and knock again announcing “Room Attendants service.” If you see guests, say the usual greeting “Good Evening sir / madam, may I come in to do an evening turn down?”Carry out turn down service efficiently with the following step :a) Clear all rubbish clean and wash dirty ashtrays and u

29、sed glasses.b) Remove bed spread fold neatly and place in closet.c) For single twin turn down the side nearest to the telephone and the bath room.d) Make a 45-degree flap turn on the single bed, 30-degree flap on both sides of both sides of king bed.e) Place bathrobe near edge of bed on side of tele

30、phone and pair of slippers just below it.f) Place pajamas just below pillow and doorknob menu card on pillow.g) Lower volume of the radio and turn on bedside lamp.h) Pull night curtains close.PROCEDURES: (continued)i) Tidy up bathroom, wash and dry glasses.j) Replace used towels.k) Wipe dry sink and

31、 floor if necessary.l) Leave bathroom door slightly ajar.m) Clear out F & B Food Amenities that were put in at 5 pm.n) Switch off lights and close door tightly behind you.- Leave soiled and close door tightly behind you. Runner to throw down chute next morning after 10 am. Bundle rubbish tightly

32、 in plastic bag. Bring down bin to centre for discard. Inform butler that you would be gone for a while.- Record all supplies used and total up for a while.- Sign out attendance and sign return of master key card to Assistant Housekeepers office.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CA

33、TEGORY: BUTLERHEAD: SHEILA AU G.M. APPROVAL: DATE:TASK: GUEST ROOMS BEDDING AND DRAPESSTANDARD: Standards for Blankets1. Send for dry-clean only when requiring wash.2. Change and send to Laundry Department immediately when stained or wet.3. Change when torn on body of blanket. Frayed edges send to s

34、eamstress for repair and repaired blanket must be inspected by Executive Housekeeper for approval before putting back into circulation.4. Change every 2 weeks the blankets in frequently occupied rooms and lone term guests rooms.Standards for Feathered Pillows1. Fluff once daily.2. Condemn pillow if

35、it cannot be fluffed just after it has been serviced by supplier. Restuff if possible.3. Send pillows frequently used for cleaning service by supplier every 4 months. Otherwise once yearly.4. Get the inner cover changed if stained or dirty looking after in use for sometime.Standards for Bed Spreads1

36、. Send for dry clean if stained or wet with watermarks.2. When spread out on bed the quilted lines must be pulled straight and meet evenly from pillow down to bed. The two bed end corners must be neatly tucked in at both sides of the bed.3. Send for dry clean every 6 months or yearly.PROCEDURES: (co

37、ntinued)Standard for Drapes- Night Curtains and Day Curtains1. Night curtains during the day must be pulled 3 feet apart. In the night turndown, they must be pulled tightly closed.2. Night and day curtains should be cleaned and dusted by vacuum brush attachment monthly.3. Night curtains detach from

38、blackout lining before sending for dry clean every year.4. Day curtains must always be pulled tightly together day and night. Dry clean when dirty otherwise once yearly.Standards for the Mattress1. Mattress must be turned 4 different positions every 3 months.2. It must be vacuumed every 2 months.3.

39、When wet with urine send to Laundry Department for cleaning keep room blocked till mattress replaced.4. Sagging mattress must be replaced.PROCEDURE :Butlers to ensure that blankets pillows bedspreads drapes and mattresses are processed to the above mentioned set standards. Any deviation from the sta

40、ndard must be corrected with the approval of the Executive Housekeeper.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: SHEILA AU G.M. APPROVAL: DATE:TASK: CARE AND PROPER USE OF EQUIPMENT (VACUUM CLEANER)STANDARD: 1. Ensure the proper use of equipment in order to minimize t

41、he breaking down of machine. 2. Ensure the cleanliness of machine after use.=PROCEDURE:See that the room attendants a) At beginning of shift check to see the vacuum bag is empty before using the machine.b) Change the vacuum bag if necessary (e.g., when it is found torn or dirty).c) When use, uncoil the wire properly and use the nearest plug available to avoid over stretching of wire.d) Do not pull the machine harshly but to use the attached wheels to move the machine.e) After usage coil the wire back onto the vacuum properly and unplug the socket with