洲际IC品牌制服与布草标准运作程序

1、STANDARD OPERATING PROCEDURES标准操作程序NEW UNIFORM REQUEST新制服要求Task Number: 任务号：LI-0001Department:部门 ：Housekeeping-Laundry客房-客房Date Issued: 日期：August 2009Guest Expectation:客人期望： I expect all employees to be well dressed and their uniforms to be clean and well presented. 我期望所有的员工都穿着整洁且好看的制服Time to Train:

2、培训时间： 25 minutesWhy is this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand the reasons why a procedure for uniform collection must be in place.我明白制服被收集放在一个地方的程序理由2. I know how to get a new Uniform and linen.我知道怎样领到新制服和布草3. I know where I can change my uniform.我知道在哪里可

3、以更换我的制服4. I know well groomed employees enhance the image of a hotel.我知道仪容好的员工可以提高客人对酒店的印象5. I can show my professionalism.我能展示我的职业技能WHAT/ STEPS步骤HOW/ STANDARDS标准TRAINING QUESTIONS问题1) Uniform for new hire新入职员工的制服When there is a new hire, a “Staff Uniform Allocation Form” has to be issued by HRD. 当有

4、新员工入职，由人事部分发员工制服分发表格This Form will be forwarded to the Executive Housekeeper.这份表格将递交给行政管家Staff will have 3 Sets of uniforms. If all sets are not available, measurement has to be taken by a seamstress.每位员工有三套制服，如果所有尺寸不合适，由裁缝测量进行缝改 A Purchase Request for new uniforms must be requested and given to the

5、 Executive Housekeeper.采购单要求，新员工制服必须由客房行政管家指定 This procedure includes shoe purchase if applicable.这个程序包含工作鞋的采购Who will order the Uniform ?由谁负责订购制服？How many sets of Uniform are issued?制服有多少尺码？What happens when there are no Uniforms available?当没有合适的制服时将发生什么？2) Requisition of new F&B and Room Linen

6、餐饮和客房新布草的要求Based on quarterly inventory, the Executive Housekeeper will make recommendations for replacement.基于一年四个季节，行政管家将对制服的更换给出建议F&B Manager with the assistance of the Executive Housekeeper will source for samples.餐饮经理和客房行政管家助理是样品的来源When the sample is approved, it will be sent to the Laundry

7、 for a test wash. 当样品到达时，将样品送到洗衣房对其进行清洗测试The Test Report is to be forwarded to the Executive Housekeeper.测试报告将被递送给客房行政管家Who makes recommendations for replacement?由谁负责对制服的更换给出建议？Who will source the samples?谁是样品的来源？Who will do the test washing?由谁来进行洗衣测试？Why do we need to test wash?为什么需要洗衣测试？3) Place o

8、rder地方预订When the order is placed the Executive Housekeeper has to ensure that specifications are complete and accurate, i.e. color, size, fabric type, tag for uniform code, etc当已经订购的制服被摆放时，行政管家一定要确保规格是完整和准确的，即颜色，尺码，面料类，标签为统一代码等What do we have to make sure?什么是我们需要明确的？4) Delivery 交货When new uniform/li

9、nen is delivered the Executive Housekeeper must check and ensure the quality and specification is correct.当新制服交付时，行政管家必须查核，并确保质量和规格是正确的。What has to be done when the new Uniform is delivered?当新制服被交付时，什么需要被核查？5) Issue 进行情况When uniform is received, Uniform staff or Linen staff calls staff for fitting.

10、当制服收到后，制服和布草房服务员将打电话通知员工进行试穿 If the uniform fits, mark uniform code and send for pressing.如果制服合适，对制服进行标记并送去熨烫When it is returned from the Laundry, hang up on rack.当制服从洗衣房拿回后将其挂在衣架上Who calls for refitting?通知谁进行再次试穿？Why do I have to check the size of the Uniform?为什么需要检查制服的尺寸？Why is it important, that

11、the Uniform is marked?对制服进行标记为什么重要？Summary questions: 总结问题1. What is important when new employees are coming?当有新员工加入时什么是最重要的？2. Who has to ensure the PR is in place?谁明确采购单是由哪个部门发放的？3. How and who requests new linen in F&B?餐饮部由谁怎样来规范新布草的要求？4. Who controls the quality?谁控制质量5. Who places the order?

12、谁放置订购的制服？6. What happens when the new linen or Uniform is delivered?当新布草和制服被交付时将发生什么？7. What do I have to consider when the Uniform is issued?当制服被分发时，什么是我必须要考虑的？Now ask the trainee to practice the task from start to end to test competency.培训回顾STANDARD OPERATING PROCEDURES标准操作程序UNIFORM CONTROL 制服控制Ta

13、sk Number: 任务号：LI-0002Department:部门 ：Housekeeping-Laundry客房部-洗衣房Date Issued: 日期：August 2009Guest 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 profess

14、ionalism of the hotel is questioned.我期望相同工作职位的员工穿着同样的制服，当我看到员工穿着从其他人或部门那里借来的制服时，这说明酒店职能管理有问题Time to Train:培训时间： 25 minutesWhy is this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand that it is important to regularly check the number of Uniforms.我理解经常检查制服数量的重要性2. I und

15、erstand that I must take responsibility for my Uniform?我理解我必须对我的制服负责3. I can show my professionalism.我可以展示我的职业技能WHAT/ STEPS步骤HOW/ STANDARDS标准TRAINING QUESTIONS问题1) Marking 标注Before a uniform is issued a uniform code willbe marked on the tag, at the collar or waist.在衣领或腰间标明标签The information is entere

16、d into the uniform card. i.e. name of staff, when the uniform was first issued, when/why a uniform is replaced and misuse of uniform. (Note: aprons, scarves, etc. should not be numbered).信息应当被记录到员工卡里，如员工姓名，什么时候分发的第一份制服等What has to be marked?为什么要标注？What do I have to do when Uniform will be issued? 当制

17、服被分发的时候，什么是我们必须要做的？2) Issuing hours 分发时间Issuing hours will be as established, refer to SOP on Uniform Exchange. Uniforms are issued strictly on an exchange basis, clean for dirty.建立分发时间，依据标准化操作程序，来更换制服，制服分发要严格，用干净的更换脏的How and when can I change my Uniform?当改变我们的制服时，应怎么做？Can I have 2 Uniforms on the c

18、lean for dirty exchange basis?我有两件干净的制服来更换我的脏制服吗？3) Quarterly Inventory 季度盘点Inform all Department Heads a week before on date of uniform inventory.制服盘点前通知各部门主管A Uniform Inventory list with staff uniform code and type of uniform will be issued to the Department Heads the day before.提前一天将制服清单和员工制服编号以及

19、制服种类分发给部门主管When do I have to check inventory?什么时候检查存货清单？Who issues the check list and when?由谁来检查清单，什么时候？4) Counting of uniforms 制服统计Attendants who will be off duty on the day of inventory will have to hand in their uniform at the Linen room.休假的员工的制服将由布草房来控制Linen Attendant issues a slip indicating th

20、e return of the Uniform.布草房服务员分发被送回来的制服Why do I have to hand in my Uniform when I am not here?当我不在时，我为什么必须控制我的制服？Why do I get a slip in exchange?为什么我可以很方便的更换我的制服？5) Inventory Master Chart 存货控制表格Linen Attendant to fill in each respective column the number items in the Linen Room.布草房服务员分别填写布草房各栏项目数字De

21、partment Heads have to fill in the inventory list with items staff re wearing. 部门主管必须填写员工穿着制服的盘点清单Laundry supervisor to count all uniforms in the laundry department.洗衣房主管在洗衣房统计在洗制服All Inventory lists are collected and handed to the Housekeeper assigned.所有盘点清单收齐后交由客房管家Why do I have to fill in a inven

22、tory list?为什么必须填写存货清单？Who has to count the Uniforms?谁来统计制服？6) Locker Inspection 员工工作间检查The information is compiled in the Master Chart. 将信息汇编成控制表格A spot check is to be carried out be HRpersonnel and staff-Security to ensure that additional uniforms are not hidden in lockers.人事部将进行抽查，以确保员工更衣室内没有被遗漏的未

23、盘点制服。Why does HR make spot checks?为什么由人事部门进行现场检查？7) Lost or damaged Uniforms 丢失或损坏制服Uniform Attendant to report to ExecutiveHousekeeper for lost or damaged uniforms.制服服务员报告给客房行政管家制服丢失和损坏情况If a uniform is lost or damaged due to negligence, the Executive Housekeeper will issue a memo to FC for the cos

24、t of the uniform to be charged to the staff member concerned. 如果制服由于人为疏忽造成丢失和损坏，客房行政管家将会给财务总监发出一份制服费用备忘录并要求相关员工赔偿。A copy will be sent to HR.拷贝并递送给人事部Who has to report the damage?由谁来报告制服损坏情况？When and why do I have to pay the Uniform?什么时候，为什么我必须交出制服？Summary questions: 总结问题1. What is important about ma

25、rking the Uniform?标注制服的重要性是什么？2. What are the issuing hours and why?什么是分发时间，为什么要这样做？3. Why do we have to do quarterly inventory?为什么要做季度盘点？4. What do you have to do before an inventory check?在做季度盘点前，你必须要做哪些工作？5. What do you get in exchange to you Uniform?什么是制服交换？6. Who conducts the locker inspection?

26、谁制作员工工作间库存清单？7. What happens when your Uniform is damaged?当你的制服损坏时，将发生什么？8. When do you have to pay?什么时候你必须赔偿制服？Now ask the trainee to practice the task from start to end to test competency.培训回顾STANDARD OPERATING PROCEDURES标准操作程序UNIFORM CLEANING AND MAINTENANCE 制服清洗和修补Task Number: 任务号：LI-0003Departm

27、ent:部门 ：Housekeeping-Laundry客房部-洗衣房Date Issued: 日期：August 2009Guest Expectation:客人期望： It is important that all employees are well dressed and their uniforms are clean, well maintained and personal grooming standards are in place. 所有员工穿着得当，制服干净，保持良好，仪容仪表符合标准是非常重要的。Time to Train:培训时间： 25 minutesWhy is

28、 this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand that my Uniform must be clean and well maintained.我理解我的制服必须是干净和熨烫挂放整洁的2. I understand that I have to take the responsibility for my Uniform.我理解我必须对我的制服负责3. I can show my professionalism.我可以展示我的职业形象WHAT/ STEPS步骤HOW/

29、 STANDARDS标准TRAINING QUESTIONS问题1) Uniform cleaning 制服清洁Staff have to exchange their uniform at the Uniform Room, one for one on a clean for dirty basis.员工必须在制服房更换他们的制服，必须是用一件脏的制服更换一件干净的The Uniform Attendant upon receiving the soiled uniform will sort them into 4 carts, under kitchen uniform, light

30、colored, dark colored and items for dry-clean.制服服务员在收到脏制服后将其分类放入四个布草车中，厨房制服，其他部门的浅色，深色和干洗。At 10.00 AM and 4.00 PM daily, the Uniform Attendant must send the soiled uniforms to the Laundry for processing.在每天早上十点到下午四点之间，制服服务员必须把脏制服送到洗衣房进行洗涤。Where can I change my Uniform?我在哪里可以更换我的制服？How do I have to s

31、eparate the Uniform?我怎样分类制服？When do I have to send the Uniform to the Laundry?什么时候我必须送制服到洗衣房？2) Uniform Inspection 制服检查When the clean uniforms are returned from the Laundry, the Uniform Attendant is to check on the following: zips, buttons, stains, skirt or trouser hems, etc.当制服房收到洗衣房送回的干净制服后，制服服务员需

32、要检查以下情况：拉链，扣子，污点，裙子和裤子等等 What do I have to check?我必须检查什么？What am I doing when something is missing?当东西丢失时我需要做什么？3) Uniform Repair Book 制服修补登记本If staff uniforms requires repair/mending, the staff members concerned must write the request clearly in the Uniform Repair Book which is placed at the Linen

33、Room counter. 如果员工制服要求修补，相关员工必须在布草房清楚填写修补要求When handing in the soiled uniform, inform the Uniform Attendant about the problem.当收到有污染的制服时，需要通知制服服务员处理问题What do I have to do when my Uniform is damaged?当我的制服损坏我需要做什么？What does the employee need to tell you?当员工有什么事情的时候需要告诉你？4) Sewing/Mending/Rewash 裁补、修理、

34、标注Uniform Attendant to check the repair book daily at the end of the shift and follow up on staff requests.制服服务员每天检查修补记录并跟踪员工要求Uniform Attendant to send stained uniforms to laundry for rewash.制服服务员送回洗制服给洗衣房进行清洗If a uniform is beyond mending, the Uniform Attendant is to report this to the Executive H

35、ousekeeper and get approval for the uniform to be replaced.如果制服的损坏无法修补解决，制服服务员要报告给客房行政管家，并将安排做新制服替代。What do I have to do with the repair book?修补记录上我必须写什么？When does the Uniform need to be rewashed?什么时候制服需要被重新清洗？When does a Uniform need to be replaced?什么时候制服需要被重新放置？Who can do that?谁能做那些？Summary questi

36、ons: 总结问题1. What is important about Uniform cleaning?制服清洁的重要性是什么？2. Why does a Uniform need to be inspected?为什么制服需要被检查？3. What is written in the Uniform repair book?为什么要填写制服修补记录4. Who repairs the Uniform?谁负责修补制服？5. What happens if the Uniform can not be repaired anymore?当制服不能被再修补的时候应当怎样做？Now ask the

37、 trainee to practice the task from start to end to test competency.培训回顾STANDARD OPERATING PROCEDURES标准操作程序REPAIR OF LINEN 布草修补Task Number: 任务号：LI-0004Department:部门 ：Housekeeping-Laundry客房部-洗衣房Date Issued: 日期：August 2009Guest Expectation:客人期望： I expect hotels to maintain the quality and color of thei

38、r linen. I dont appreciate receiving napkins, table clothes, bed linen which have holes or which are obviously old. 我期待酒店提供质量完好的各类布草，有破洞或者明显老旧的布草将不可被接受。Time to Train:培训时间： 25 minutesWhy is this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand that my linen needs to wel

39、l maintained.2. 我理解我的布草需要修补的好处3. I understand that I have to take the responsibility for the quality of the linen?我理解我必须对布草的质量负责4. I can show my professionalism.我能够展示我的职业技能5. I know this has impact on the guest impression.我知道这会给我们的客人留下深刻的印象WHAT/ STEPS步骤HOW/ STANDARDS标准TRAINING QUESTIONS问题1) Repair L

40、og Book修补日志Linen Attendant or F&B staff must record clearly the repair/mending required in the Repair book.布草服务员或餐饮服务员应当清楚记录需要修补的情况在布草修补日志上 Linen Attendant is to replace the damaged linen and place linen at the seamstress area.布草服务员要将损坏的布草挑出放到裁缝区域以便修补。Why do I have to record the problem?为什么我需要记录

41、有问题的布草？Where do I have to place the linen?布草需要放在哪里？2) Repair 修补The Linen Attendant has to check the Repair books and proceed with the repair or mending.布草服务员必须检查修补日志并跟催相关任务。If the linen is badly discolored, out of shape or has been repaired many times, the Linen Attendant has to record this in the L

42、og Book and report to the Executive Housekeeper.如果布草脱色很严重，或变形很严重，还有已经修补过多次，布草服务员应当记录在修补日志上并报告客房行政管家If bed sheets require repairing in the center, they must be placed together with discarded linen for the next linen inventory. 如果床单在中心要求修补，他们必须与下次被丢弃的布草存单一起放置After the inventory, damaged linen can be c

43、onverted into pillow-cases or baby cot sheets盘点后，损坏的布草可以视不同情况改制成枕套或婴儿床单 Please contact Executive Housekeeper if any damage has been found.如果发现任何损坏情况，请通知客房行政管家What do I have to check in the repair book?我需要检查修补日志的哪里？Why do I have to record damaged linen into the record book?为什么我需要在修补日志上记录损坏的布草？What ca

44、n you make out of damaged linen?有损坏布草应当填写什么？Summary questions: 总结问题6. What is the responsibility of the F&B Attendant?餐饮服务员的职责是什么？7. What is particularly important about the repair book?对于修补日志尤为重要的是什么？8. What can you do with damaged large linen?当有大的布草损坏时你应当做什么？Now ask the trainee to practice the

45、 task from start to end to test competency.培训回顾STANDARD OPERATING PROCEDURES标准操作程序LINEN DISCARD 报废布草Task Number: 任务号：LI-0005Department:部门 ：Housekeeping-Laundry客房部-洗衣房Date Issued: 日期：August 2009Guest Expectation:客人期望： I expect ruined linen to be disposed. I do not appreciate receiving linen which has

46、 holes or is stained. I pay a good room rate and expect quality linen.我期望坏的布草被报废。我不希望看到布草上有洞或者是污点，当我付了房费，我期望用高质量的布草Time to Train:培训时间： 25 minutesWhy is this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand that linen needs to well maintained.2. 我理解布草需要恰当使用和维护。3. I unde

47、rstand that I have to take the responsibility for the quality of the linen.我理解我必须对布草的质量负责4. I can show my professionalism.我可以展示我的专业性5. I know this has impact on the guest impression.我知道这将给我们的客人留下深刻的印象WHAT/ STEPS步骤HOW/ STANDARDS标准TRAINING QUESTIONS问题1) Spotting discarded linen 因污渍而报废的布草Place it aside

48、. Do not mix with the other linen.放到一边，不要和其他布草混在一起Send it to the Linen Room at the end of the shift.当班结束后将它送到布草房里Why do I have to place discarded linen aside?为什么我要将丢弃的布草放置一边？2) Torn linen 因破损而报废的布草Torn linen is inspected by the Linen Attendant before storing in the Discard Shelf.破损的布草在被放到丢弃架上之前由布草服务

49、员检查Why do I need to inspect the linen first?为什么我需要首先检查布草？3) Stained linen 污渍布草The Linen Attendant is to separate the linen and send to the Laundry for spot cleaning or rewash.布草服务员分类布草并送到洗衣房对污点进行清除或重洗 If a stain has been removed, place item back into circulation.如果污点被清除，可以回到周转使用中 If the stain cannot

50、 be removed the Linen Attendant must place the item on the Discard shelf当污点不能被清除时，布草服务员必须将布草放置到报废的架子上Why do I have to get the linen rewashed?为什么我要重新清洗布草？Why could stains not be removed?为什么污点不能被清除？4) Inventory 盘点All discarded linen is to be counted when doing inventory and recorded under “Discard”.盘点

51、时，所有报废布草将被统计在报废栏Why does discarded linen need to be counted separately?为什么报废布草需要另项统计？5) Converted linen 再利用布草Linen that can be converted is to be placed aside for sewing, e.g. king sheet to twin sheet or pillow case, bath towel into cleaning cloth, etc.可以被改制的布草交由裁缝处理，如大床单改成双人床单或枕套，浴巾可以改成清洁布等Converte

52、d linen must be recorded in the next Linen Inventory. 改制布草必须记录到下一次的存货清单中ATTENTION注意:Any linen returned from outside Laundry needs to be reported to the Executive Housekeeper or his/her Assistant. 任何外洗送回来的布草都需要报告给客房行政管家或者他的助理How can we covert damaged or discarded linen?怎样更改损坏或丢弃的布草？Who will do that?由

53、谁来做这项工作？Summary questions: 总结问题1. What is important when spotting discarded linen?当被认为是丢弃的布草时，什么是重要的？2. What has to be done with torn linen?破旧布草怎么处理？3. Do you have to rewash stained linen before putting it the discarded linen pile?在你把污渍布草放入报废架上之前你会要求再重洗吗？4. What is important when checking inventory?

54、当检查盘点时什么是重要的？5. Why do we convert linen?为什么我们要改制布草？Now ask the trainee to practice the task from start to end to test competency.培训回顾STANDARD OPERATING PROCEDURES标准操作程序UNIFORM REPAIR BOOK 制服修补记录Task Number: 任务号：LI-0006Department:部门 ：Housekeeping-Laundry客房部-洗衣房Date Issued: 日期：August 2009Guest Expecta

55、tion:客人期望： N/ATime to Train:培训时间： 25 minutesWhy is this task important for you and our guests?为什么这些对你和我们的客人很重要？Answers: 1. I understand that without a repair book we would have no control.我理解没有制服修补记录就没有制服的控制2. This book helps us to prioritize our task and ensure we action all jobs这记录帮助我们根据任务的轻重缓急安排我们的所有工作3. I can show my professionalism.我可以展示我的专业性4. I know that ultimately, this has impact on the gue