国际酒店客房资料 Uniform cleaning and maintanance制服的清洁及维护

1、国际酒店管理资料走在路上客房标准操作程序Hotel Room Management Training Manual国际酒店客房手册International Hotel Room Handbook酒店客房的重要性：负责组织和安排客房和公共区域的清扫工作，督导、培训和考核下属员工按标准和流程实施清扫和服务工作，确保酒店客房干净与设施完好，满足客人的服务需求，并负责客房物品的管理，协助工程人员完成客房和公共区域的维修项目。按标准要求负责清扫整理客房和楼层公共区域，为客人提供干净安全的客房和环境，满足客人正当合理的服务需求，负责本区域安全工作。负责酒店公共区域的卫生保洁及保养工作，为客人营造干净、温

2、馨、舒适的环境，保持酒店环境的美观，满足酒店服务要求贯彻执行店总的经营管理指令，向店总负责并报告工作；根据酒店确定的经营方针和目标，负责编制客房部预算，制订各项业务计划，并有效组织实施与监控，实现预期目标；以市场为导向，研究并掌握市场的变化和发展情况，适时调整经营策略，努力创收，坚持以部门为成本中心的方针，严格控制成本，降低消耗，以最小的成本获取最大的经济效益；STANDARD OPERATING PROCEDURE标准操作程序UNIFORM CLEANING AND MAINTENANCE制服的清洁及维护Task Number: 任务号：LI-0003Department: 部门：House

3、keeping 客房部Date Issued: 制定日期：Guest 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.员工的衣着得体，干净，个人形象标准到位是最重要的。Time to Train: 培训时间：25 minutes 25分钟Why is this task important for you and our g

4、uests?为什么这项任务对你及我们的客人都如此重要？Answers: 回答：I understand that my Uniform must be clean and well maintained.我知道我的制服必须干净并保存很好。I understand that I have to take the responsibility for my Uniform.我知道我必须保管好我的制服。I can show my professionalism.我能体现我的专业水准。WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) U

5、niform cleaning制服清洗Staff have to exchange their uniform at the Uniform Room, one for one on a clean for dirty basis.员工在制服房换制服，一个接一个的。The Uniform Attendant upon receiving the soiled uniform will sort them into 4 carts, under kitchen uniform, light colored, dark colored and items for dry-clean.制服房员工将收

6、到的不干净制服分为4类：厨房员工制服，浅色制服，深色制服，以及干洗制服。At 10.00 AM and 4.00 PM daily, the UniformAttendant must send the soiled uniforms to the Laundry for processing.在每天的早上10点和下午4点，制服房员工须将脏的制服送往洗衣房熨烫。Where can I change my Uniform?我在什么地方换制服？How do I have to separate the Uniform?我怎么样将制服分类？When do I have to send the Uni

7、form to the Laundry?我什么时候将制服送往洗衣房？2) Uniform Inspection检查制服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.当干净的制服从洗衣房送回后，制服房员工检查以下部件：拉链，纽扣，污点，裙子或裤边。What do I have to check?我需要检查什么？What am I d

8、oing when something is missing?当有东西丢失后我该怎么做？3) Uniform Repair Book制服修补记录本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 Room counter. 如果员工制服需要修补，相关员工需要将要求清楚的填写在放在布草房柜台上的制服修补记录本中When handing

9、 in the soiled uniform, inform the Uniform Attendant about the problem.当有脏制服送往时，立即通知制服房员工。What do I have to do when my Uniform is damaged?当我的制服损坏后，我该怎么办？What does the employee need to tell you?员工需要告诉你什么？4) Sewing/Mending/Rewash缝补/修补/重洗Uniform Attendant to check the repair book daily at the end of th

10、e shift and follow up on staff requests.制服房员工每天在轮班前检查制服修补记录本，执行客人的要求。Uniform Attendant to send stained uniforms tolaundry for rewash.制服房员工将脏的洗衣送往洗衣房重洗。If a uniform is beyond mending, the UniformAttendant is to report this to the Executive Housekeeper and get approval for the uniform to be replaced.如

11、果制服不能修补，制服房员工须报告行政主管看是否能更换制服。 What do I have to do with the repair book?我们怎么处理修补记录本？When does the Uniform need to be rewashed?制服什么时候需要重洗？When does a Uniform need to be replaced?制服什么时候需要换？Who can do that?谁能做？Summary questions：问题概况：What is important about Uniform cleaning?制服清洗重要的问题是什么？Why does a Unifo

12、rm need to be inspected?什么制服需要检查？What is written in the Uniform repair book?制服修补记录本上需要填写什么内容？Who repairs the Uniform?谁来修补制服？What happens if the Uniform can not be repaired anymore?如果制服不能再修补该怎么办？Now ask the trainee to practice the task from start to end to test competency. 现在由培训生按照步骤从头到尾进行实践操作并做测试 对于

13、客房服务，相信不少的酒店人都有一些误区，认为客房服务就是打扫房间或者递送物品那么简单，其实，客房服务需要注重的侧重点还很多，今天我们就列举了一些酒店常遇到的小情况，和大家共同探讨该如何处理。对于客房服务，相信不同的酒店也会有自己独立的一套运营标准，希望通过本篇文章，能够给大家一些运营上的启发，获得客人更多好评，从全面做好客房服务开始。酒店是一个“以人为中心”的服务企业，每天发生的事情，基本上都是“人”的故事。从员工对顾客的服务，经理对员工的管理，总经理面对大量事务也无一不与顾客、员工和业主有关，酒店生产出来的产品都是通过人的劳作和服务的产品。所以酒店的产品有别于一般企业的产品，需要我们用心来做，而客房服务在所有环节中，至关重要。客房管理人员必须对客服务第一线经常地反复地讲解、宣传、鼓动、督促、鞭策、培训、现场示范给部门员工，将简单的、重复的、乏味的劳动变为积极主动创造性的劳动；让有形的设备设施和无形服务产生最大的经济效益，达到预期的效果。所谓无形产品的有情化：就是讲情感化的服务。影响服务质量的因素很多，但关键是无形产品