国外著名酒店客房部程序housekeeping 4(5877)

1、PROCEDURES: (continued)7. Remove the bedspread fold it neatly and place it in the wardrobe or on a chair as a last resort. Never place on the floor.8. Turn down top covers making a 45-degree angle for single bed and a lesser angle for kingbed requiring tow sides to de down. Fluff up the pillows and

2、straighten the pillowcases into position. Place pajamas below pillow. Place bathrobe on the bed edge and the slippers just below it.9. Turn on the bedside lamps; turn on the radios volume to low.10. If the tub is dirty wash and dry it.11. Wash glasses dry and replace. 12. Wash basin and straighten u

3、p the surrounding area.13. Remove used towels and wash cloths and replace then with clean ones.14. Check all supplies-soap toilet tissue Kleenex-and replace with clean ones.15. Quickly check mirror shower curtain toilet etc. for general cleanliness and tidiness and correct any unsatisfactory conditi

4、on.16. Wipe floor if wet or soiled.17. Draws drapes night curtains tightly closed.18. Give room a quick straightening up empty ashtrays, hang up clothing, empty waste baskets if they are filled or unsightly.19. Replenish matches.20. Turn out all lights except the bedside lamps.21. If guests are not

5、in check to make sure the door is locked as you leave before going to next room.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G. M. APPROVAL: DATE:TASK: WAKE UP COFFEE/TEA SERVICESTANDARD: 1. Serve to guest rooms at required time2. Serve beverage together with morning new

6、spaper 3. Silverwares used should be clean and well polished4. Coffee/tea served should be hot=PROCEDURE:1. Check on the morning wake up call report for time to serve and types of beverages (coffee or tea) needed.2. Set up tray and silverwares needed3. Heat the pot with hot water prior to filling th

7、e beverage4. Before serving into room, check that all needed silverwares are there and well as get ready the required newspaper.5. Before entering room, ring door bell and announce attended service.6. Greet the guest while entering room.7. Place tray on marble table with newspaper beside it.8. Offer

8、 to pour beverage for guest.9. Offer to draw the drapes for the guest.10. Ask the guest if he has any laundry / dry cleaning to send (please refer to respective standard & procedures for details).11. Wish guest a “Good Day” before closing the door. STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPIN

9、GJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: SENDING LAUNDRY AND DRY CLEANING SERVICESTANDARD: 1. Ensure that correct number of items is listed by guests for appropriate service. 2. Log down in communication book for following butler to follow up.3. Ensure that correct items are returned to

10、the room4. Notify guests of defects or items left in the garments.=PROCEDURE:1. Either informed by housekeeping office or check with guest whether any laundry/dry cleaning service is required.2. If garments are collected after 11.00 am, ask the guest if garments are for expressed or next day deliver

11、y.3. Check the items physically against the list filled by the guest to ensure that number stated types of garments are correct.4. Log down the room number types of service (laundry or dry cleaning) number and types of garment in the communication book for following shift butler to follow up.5. Thro

12、w down the garments in laundry/dry cleaning bag (which is securely tied) with the respective list through the linen chute if it is before 10.00 am. If after 11.00 am, call laundry valet to pick up items.6. When valet returned garments with defects, produce the defect list for the guest signature and

13、 obtain permission to wash/dry clean the garments.7. In the case when a guest is not in the room, sign on behalf of guest and place the defect list in the guest room. Explain or notify the guest about the matter.PROCEDURES: (continued)8. When cleaned garments are returned by the valet, counter check

14、 the number and types of garments stated the communication log book.9. Sign receipt on valet record book stating the time as well.10. Return garments to respective guests rooms.11. Place items in the basket on the edge of bed nearest to the bathroom door or hang items on hangers in the closet.12. Lo

15、g in communication book the time of returning the items back to the room for reference when necessary.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: CHECKING OF MINI-BAR AND REPLENISHMENTS STANDARD: 1. Ensure that all rooms are stocked with standa

16、rd par of mini-bar items.2. Charge the amount consumed by guest using phone system.3. Ensure that charge bills are filled in correctly (the amount types and number of items consumed).4. Ensure that mini-bar consumption list is compiled correctly.5. Ensure that pantry par is being replenished correct

17、ly by room service.=PROCEDURE:Morning shift butler:1. Check mini-bar consumption in all occupied rooms.2. Charge the amount consumed by keying in the amount by the phone system.3. Fill up the room bar charge bill correctly (ensure that the room number guests name date the number and types of items c

18、onsumed and the amount of sub-total filled correctly).4. Replenish consumed items from the pantry stock.5. Double check the mini-bar par before leaving the room.6. Log the number and types of items consumed in room according to room number in communication log book as reference.7. Check all mini-bar

19、 par physically in vacant rooms as well to see that all are at required par.8. Compile floor consumption list before 2.00 pm form all room charge bills in occupied and check-out rooms in the morning as well as form those during the previous night turn down service.PROCEDURES: (continued)9. Counter-c

20、heck the pantry balance against the consumption list again to any mistake.Note: Consumption list is compiled and done in triplicate- list copy for room service personnel together with all room charge bills for the day. - 2nd copy for the butlers reference - 3rd copy to be given to Housekeeping depar

21、tment at the end of the morning shift.Afternoon shift butler-1. Counter-check the pantry par against the consumption list again to ensure no mistake.2. Receive replenishment stocks for the pantry par from room service in the late afternoon3. Counter-check the items received against the consumption l

22、ist. Sign on the list if there is no mistake.4. Place items back to the pantry cabinet accordingly. Items should be placed and arranged to facilitate the “first-in first-out” (FIFO) basis. This ensures proper rotation of items. Mini-bar items in pantry should be at par at this instant.5. Check mini-

23、bar consumption items in occupied room during night turndown service.6. Before the end of shift counter check the pantry par stock against the charge bills for the consumption to avoid mistake and confusion.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE

24、:TASK: HANDLING OF COFFEE AND DAILY AMENITIES TROLLEY AND SERVICESSTANDARD: 1. Proper handling of service trolley.2. Ensure that items required are on trolley.3. Ensure correct quantities of required items.4. Ensure the cleanliness of trolley utensils are properly cleaned and polished.=PROCEDURE:1.

25、Trolley is brought down to second floor banquet kitchen by butler when he/she goes to lunch. The trolley will contain coffee/tea service equipment and amenities form the previous night.2. Stewarding department will be responsible for cleaning all utensils on these trolleys and replacing them back on

26、 the trolley by 3.30 pm.3. Butler picks up trolley containing cleaned coffee/tea service equipment and amenities for the day.4. Butler distributes daily amenities to guest rooms and returns the trolley on the floor for tomorrows coffee/tea service.5. Morning butler will pick up cream milk and lemon

27、slices form room service before proceeding to his/her floor for duty.6. After coffee/tea service butler removes all amenity dishes from guest room and places them on the trolley together with coffee/tea service equipment. STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M.

28、 APPROVAL: DATE:TASK: HANDLING LOST AND FOUND ITEMSSTANDARD: All lost and found items are to be handed in to Housekeeping with the proper documentation. All items handed in are to be wrapped properly with plastic bags together with folio receipts.=PROCEDURE:1. Anything found in the hotel premises an

29、d not claimed by its owner has to be sent to Housekeeping department for safekeeping for a period of 3-6 months or more.2. Executive Housekeeper will write to guests who have left valuable items behind and to check with guests for specific instructions for forwarding or hold back till guests next vi

30、sit.3. All items will be recorded in lost and found master record book kept in the Housekeeping office.4. The items in monthly folio numbers will be safely locked in Housekeeping office until claimed by owner or finder.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: BUTLERHEAD: G.M. AP

31、PROVAL: DATE:TASK: MISSING DAMAGED ITEMS IN THE ROOMSTANDARD: See to that all missing &damaged items in room are being reported and replaced into rooms. Ensure missing/damaged forms are raised in triplicates and duplicates respectively=PROCEDURE:- Should there be any missing or damaged item foun

32、d in the room, report to the Butler Coordinator or Assistant Housekeeper for sending up of replacement items to the floor by the Runner. - Raise missing/damaged forms in triplicates and duplicates respectively. Ensure information are down: - name of guest departure date - reporting date - name of bu

33、tler and room attendants on duty - types and number of items (missing/damaged) -send form down to Housekeeping at end shift. -STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: ROOM ATTENDANT HEAD: G.M. APPROVAL: DATE:TASK: KEY CONTROLSTANDARD: Ensure sub-master key is handled by Room Att

34、endants with care and responsibility. See to that a tight security control is maintained (especially guest rooms) at all times.=PROCEDURE:- Sub master key is given to Room Attendant so that they are being trusted with the welfare of may guests and their possessions.- They must be very careful and re

35、sponsible with their keys.- They should never let anyone into a guest room with their sub master key card. Guests of the hotel who forget that for security reasons, he has been instructed not to let anyone into a room. He has to politely direct the guest to go to the reception for his key.- Should E

36、ngineering perform urgent maintenance work in an occupied room, the Butler or Room Attendant must always be there to stand by. Inform Executive Housekeeper if it interferes with their work too much.- When Room Attendant signs in and out in the attendance book, it is also apparent that sign in and ou

37、t the key respectively.- The Assistant Housekeeper on duty is responsible for the issuing of keys and to check that all are returned at the end of shift. If an employee fails to return a key and it is not noted until after he / she had left, then a thorough search of his / her locker is made by the

38、help of Security department. If this does not produce their key, then employee is called at home to return immediately with the keys.- The sub master keys issued are each attached with a chain which is secured to the loop of the pants to prevent misplacement.STANDARDS AND PROCEDURESDEPARTMENT: HOUSE

39、KEEPINGJOB CATEGORY: ROOM ATTENDANT HEAD: G.M. APPROVAL: DATE:TASK: MISSING & DAMAGED ITEMS IN THE ROOMSTANDARD: See to that all missing & damaged items in room are being reported and replaced into rooms. Ensure missing / damaged forms are raised in triplicates and duplicates respectively.=P

40、ROCEDURE:- Should there be any missing or damaged items found in the room, report to the Butler Coordinator or Assistant Housekeeper for sending up of replacement items to the floor by the Runner.- Raise missing / damaged forms in triplicates and duplicates respectively. Ensure information are down.

41、- name of guest- departure date- reporting date- name of butlers and room attendants on previous shift- tapes and numbers of items ( missing / damaged )- send form down to Housekeeping at end of shift.STANDARDS AND PROCEDURESDEPARTMENT: HOUSEKEEPINGJOB CATEGORY: ROOM ATTENDANTHEAD: G.M. APPROVAL: DA

42、TE:TASK: HANDLING LOST AND FOUND ITEMSSTANDARD: All lost and found items are to be handed in to Housekeeping with the proper documentation. All items handed in are to be wrapped properly with plastic bags together with folio receipts.=PROCEDURE:1. Anything found in the hotel premises and not claimed

43、 by its owner has to be sent to Housekeeping department for safekeeping for a period of 3 6 months or more.2. Executive Housekeeper will write to guests who have left valuable items behind and to check with guests for specific instructions for forwarding or hold back till guests next visit.3. All it

44、ems will be recorded in a lost and found master record book kept in the Housekeeping office.4. The items in monthly folio numbers will be safely locked in Housekeeping office until claimed by owner or finder.STANDARDS AND PROCEDURESDEPARTMENT: BUTLER SERVICEJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: D

45、ATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: All employees understand the benefits and responsibilities of their department and the other departments of the Hotel.=PROCEDURE:Undertake a Department Orientation meeting given by the Head Butler.STANDARDS AND PROCEDURESDEPARTMENT: BUTLER SERVICEJOB CATEGOR

46、Y: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: PROFESSIONAL APPEARANCESTANDARD: All butlers will report for duty in fully specified uniform and accessories. They will maintain a neat and tidy appearance. Name tags will be worn at all times.=PROCEDURE:1. Collect a clean, pressed uniform room.2. Inform the

47、Uniform Room Supervisor of any defects holes, stains, not pressed.3. Wear a name tag in its designated place. ( To the left hand side below shoulder ).4. Male staffs do not wear earrings. Female staff only wear small simple earring. e.g. studs.5. Only other jewelry allowed is:a. Watchb. Engagement o

48、r wedding ring.6. Female staff to use moderate amount of make up.7. Hair to be neat and well groomed, in moderate style. No “puck” or other extreme hairstyles. Males hair to be no longer than collar length with no long (+1”) sideburns. Females hair if longer than collar length then must be tied up.8

49、. Hands and finger nails are to be clean, with finger nails cut short.PROCEDURES: (continued)9. Beards are not permitted. Moustaches must be neat and well trimmed.10. Stand erect while on duty, dont slouch. Walk smartly. Dont place your hands in your pockets. Never chew gum in public areas.STANDARDS

50、 AND PROCEDURESDEPARTMENT: BUTLER SERVICEJOB CATEGORY: BUTLERHEAD: G.M. APPROVAL: DATE:TASK: HANDLING GUESTS INQUIRES AND COMPLAINTSSTANDARD: EACH EMPLOYEE UNDERSTANDS AND CAN COMMUNICATE INFORMATION TO THE GUESTS RELATING TO HOTEL DEPARTMENTS, SERVICE, AND FACILITIES. IF THEY DO NOT KNOW THE. REQUI

51、RED INFORMATION OR IF THEY RECEIVE A COMPLAINT, THEY REFER THE MATTER TO THEIR SUPERVISOR.=PROCEDURE:1. Make a conscious effort to remember details of the hotels services and facilities, including outlets hours of operation.2. Immediately acknowledge guests that are requiring information and assistance and respond in a positive manner. Always respond with the corre