版权说明:本文档由用户提供并上传,收益归属内容提供方,若内容存在侵权,请进行举报或认领
文档简介
379/379STANDARDOPERATINGPROCEDURES 标准工作程序HOUSEKEEPINGDEPARTMENT客房部GENERAL总述TaskNo: DescriptionGroomingandAppearance仪表仪容CheckUniformandHowtoGroomingStandards制服检查及仪表仪容标准Bodylanguageandattitude肢体语言及态度HowtoConductBriefing如何样主持例会CommunicatewithHousekeepingDepartment与客房部沟通HowtoGreettheGuest如何样问候客人DectphoneControl小灵通电话治理OccupationalHealthandSafety职业健康卫生及安全HOUSEKEEPINGOFFICE&GUESTFLOOR客房办公室及客房服务9LostandFoundProcedure失物招领程序10.MonthlyLinenInventory月度布草盘点11.MasterKeySignOutProcedure万能钥匙签领程序12.SigninProcedure签到程序13.SignoutProcedure签退程序14.GuestRoomAmenities&SuppliesSet-up客用品配放15.“DoNotDistribute”ProcedureforRooms房间“请勿打搅”程序16.CleanRoomProcedure清洁房间程序17.HowtoCleanElectricKettle如何样清洁电水壶.18.HowtoCleantheGlasses如何样清洁玻璃杯19.HowtoCleanIceBucket如何样清洁冰桶20.HowtoChangePillowCase如何样更换枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣篮及衣架22.ReportingtotheGuestFloor到楼层报到23.Howtomakeupbed如何样做床24.HowtoCleantheBathRoomFloor如何样清洁浴室地板25.HowtoCleantheMiniBar如何样清洁小酒吧26.HowtoDusttheFurniture如何样给家具擦尘27.Howtocleanthemirror如何样清洁镜子28.HowtoCleantheBathTub如何样清洁浴缸29.HowtoCleanShowerRoom如何样清洁淋浴间30.HowtoCleantheBathRoomWall如何样清洁浴室墙面31.Howtocleanthevanitytopandhandbasin如何样清洁面台和面盆32.HowtoClean/PolishtheBathroomFittings如何样清洁和抛光浴室电镀配件33.HowtoCleantheToiletBowl如何样清洁马桶34.HowtoVacuumtheCarpet如何样给地毯吸尘35.HowtoCleantheTelephoneSet如何样清洁电话机36.HowtoHandleWakeupCall如何样处理叫醒服务37.GuestShoeShineService擦鞋服务38.SafeDepositBoxneedstobeopenedinCheckedoutguestroom当客人离店后要检查保险箱必须打开39.HowtoHandletheLeftGuestRoomvinecard如何样处理无用的客房钥匙卡40.ExtraBedandBabyCotProcedure加床和婴儿床处理程序41.GuestLaundryPickupDuringRoomCheck查房同时收取客衣42.GuestLaundryPickupRequirementviaReceivingCall客人电话要求收取洗衣43.FoldTowel毛巾的折叠44.HowtoRemoveRoomServiceBasket如何样撤出送餐的餐具45.HowtoCleanGuestFloorCorridor如何样清洁走廊46.HowtoAssistGuestwithLuggage/Parcel如何样协助运送客人行李47.Mini-barconsumptioncheck小酒吧消耗检查48.Mini-bardailyreplenishment每日补充小酒吧49.HowtoHandle“OpenDoor”Request如何样处理开房门的请求50.Breakage,LossandDamageProcedure遗失损坏处理程序51.HowtoCheckGuestFloorCorridor如何检查走廊52.HowtoInspectBathroom如何检查卫生间53.CareandHandlingofGuest’sBelongings小心照看客人财产54.ReturningKeysandWorksheet交还钥匙和工作表55.CheckintoHousekeepingOffice在客房部办公室报到56.Vacuumcarpetafterwashed洗过地毯后的吸尘57.HowtoEscortGuesttoElevator如何样护送客人至电梯58.CleaningchemicalusinginHousekeeping客房部常用的清洁剂59.Howtopolishwoodensurface如何给木制表面抛光60.Howtouseandcleanavacuumcleaner如何使用和清理吸尘器61. GuestLaundryEmergency紧急洗衣62.Supercleanprogram超级清洁程序63.OneEntryRoomSystem一次进入房间64.ZeroRoomDefects零缺陷的房间65.TurndownService开床服务PUBLICAREA公共区域66.Pushbrushsweeping扫地Dustmopping推尘Wetmopping湿拖Wallwashingbyhand手工洗墙壁HowtoCleantheA/CGrill如何样清洁空调口Howtoshampoocarpetextraction抽洗地毯HowtoCleanUpholsteryFabric如何样清洁沙发及软包墙面HowtoCleanWall-paper如何样清洁墙纸CleaningofOffice清洁办公室CloakRoomProcedure衣帽间的程序Staircasecleaning清洁楼梯Howtocleanwindows如何样清洁窗户Stonefloorscrubbing擦洗石制地面Lockerroomcleaning更衣室的清洁Howtopolishwoodensurface如何给木制表面抛光Howtouseandcleanavacuumcleaner如何使用和清理吸尘器Dryfoamshampoooncarpet干洗地毯Cleaningofoutlets各餐饮场所的清洁Inspectionofbackofhouse后区的检查Cleaningoflobby大堂的清洁PA.StoreroomPA的仓库Cleaningsuppliesandequipmentreturn返还清洁用品及设备Howtocleanurinalbowel如何样清洁小便池Howtopolishbrass如何样给铜器抛光Howtocleanskidproofanddustproofpad如何清洁防滑垫及防尘垫Howtocrystallizationformarblefloor如何样给大理石地面做晶面处理Howtomaintainandcleanleathersurface如何保养和清洁皮革表面Howtocleantelephone如何样清洁电话Cleaningofpantry/storeroom清洁工作间和储藏室WashroomCare公共卫生间的清洁CheckintopublicareaserviceassociatesPA职员报道的检查Preparedailyworkallocation预备日常工作分配Lobbyinspection大堂的检查Inspectionoflifts检查电梯Inspectionofrestroom检查洗手间Inspectionofoutlets检查各餐饮场所Inspectionofbackstairs检查后楼梯Inspectionofpantry/storeroom检查工作间及储藏室UNIFORMDEPARTMENT制服室GuestLaundryCheck检查客衣106.Howtohandlediscrepancy如何处理差异107.DamageLaundryConfirmation确认破损108.GuestLaundryDepositService客衣存放服务109.Howtohandleguestlaundryexpressandpressingservice.如何处理加快服务及熨烫服务110.Guestlaundrydelivering返还客衣111.D.N.DRoomGuestLaundryServiceD.N.D房间客人洗衣服务112.Guestcomplaininghandling处理客人投诉 Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:GROOMINGANDAPPEARANCE主题:仪表仪容Ref:参考号:RMS-HSKP-SOP-001Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Maintainaclean,tidyandfreshappearanceduringyourwork.在你的工作中保持洁净,整齐,清新的外貌PROCEDURES流程-Keepcleanandbeoptimisticduringworktime.在工作时刻保持洁净及乐观的态度-Makeself-checkandgroomingcheckatanytime.随时进行仪表仪容的自我检查-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.穿系好纽扣的整齐的制服,不能挽起衣袖-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.及时更换有污渍,褶皱,脏的,有异味的制服-Wearyournametagcorrectlywithyouruniform,thenametagispartofyouruniform.将名牌不在制服正确的位置,名牌也是制服的一部分-Payattentionthatuniformhasnodamages.留意制服不要有破损-Wearshoesandsocksasissued:穿规定的鞋袜-Blackshoesandblacksocksformale.男士穿黑鞋黑袜-Blackshoesandneutralcolorstockingsforfemale.女士穿黑鞋肉色长袜-Checkyourshoes:shoesshouldbeclean,polishandingoodcondition.检查你的鞋:是否洁净,光亮,并处于完好状态-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.检查你的袜子:是否洁净,无异味和破洞-Checkyouruniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.检查你的制服:是否洁净,熨烫整齐,无破损或纽扣丢失Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:CHECKUNIFORMANDHOWTOGROOMINGSTANDARDSGROOMINGANDAPPEARANCE主题:制服检查及仪表仪容标准Ref:参考号:RMS-HSKP-SOP-002Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.确保我们的职员在任何工作时刻内保持良好的仪表仪容PROCEDURES流程-Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringwork主管在例会时需检查他们职员的制服和仪表仪容,并在工作时刻随时抽查Standards标准-Theuniformpressedwithoutstains,tearsandodor制服熨烫整齐,无污渍,破损,异味-Buttonupallbuttons系上所有纽扣-Don’trollupsleeves,tochangeiftheuniformdoesnotfit不要卷起袖口,假如不合适就去更换-Wearnametagcorrectly.正确的佩戴名牌-Blackshoesandsocksformaleblackshoesandbodycolorsocksforfemale.EnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingandappearances.男士穿着黑色鞋袜,女士穿着黑色鞋子,肉色丝袜。并检查确保无破损-HairtobecombedandbrushedFormale,thehairshouldnotcovereyebrowandthebackshouldnottouchcollarorbeovertheears.男士头发须梳理整齐,前不得过眉,后不得过衣领,鬓角不得盖过耳朵-MakesurearrivalatOfficeis15minsinadvance.提早15分钟到办公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.女士长发要用发网盘起,短发只是肩,发卡只限于黑色-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly指甲油只限于透明色,并保持光亮和平坦-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.夸张和悬挂式的耳环是不同意的,手镯也是不被同意的-Noringsexceptengagementormarriagering不可戴戒指,订婚或结婚戒指除外-Remindassociatestocheckforbadbreath.保持口腔无异味-SupervisorwillalsoberesponsibletospotcheckPACleaner’suniform,appearanceandtocorrectitatanytimeduringworkingtime主管要在工作时刻随时抽查PA职员的制服,仪表-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttonsisopened,ifthesleevesarerolledupetc检查制服时要注意细节,例如纽扣没系好,袖子卷起来等-KeepremindingPACleanerstopayattentiontotheirappearances.提醒PA职员注意他们的外表-Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:BODYLANGUAGEANDATTITUDE主题:肢体语言及态度Ref:参考号:RMS-HSKP-SOP-003Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Goodandpolitemannershowsrespecttoourguests.良好及礼貌的举止显示我们对客人的尊重PROCEDURES流程--Maintaingoodmannersatanyplaceandatanytimewhenatwork,payattentiontoyourcleanliness.Wearyournametagatalltimes.工作期间在任何时刻,地点保持良好的礼貌,注意个人清洁,佩戴名牌-DonotputyourhandintoyourPockets.手不要插在兜里-Donotleanagainstthewallatanytime.任何时刻不要倚靠着墙站着-Donotsmoke,pickteeth,spitorcleanyournailsinpublic.在公共场所不许抽烟,剔牙,吐谈或剪指甲-Walkquicklybutnotrun.走路要快,但不要跑-Whenwalkingshouldertoshoulderwithguests,letguestgofirst.当与客人并排时,请客人先走-Whentalkingwithguest,bepoliteandsmile.当与客人谈话时要有礼貌并保持微笑-Maintainarespectfuldistancewithguestwhenspeaking.与客人谈话要保持一定的距离-Standstraight,nevercrossyourarms.要站直,双臂不能交叉在胸前-Maintaineyecontactwithguest.保持与客人的眼神接触-Listenearnestlytoguestanddonotdisturbwhenguestistalking.当客人讲话时要认真听,不要随便打断。-Donotbringbadmoodtowork.Politelyprovideyourbestservice.不要带着情绪工作,要优雅的提供你最好的服务Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOCONDUCTBRIEFING主题:如何样主持例会Ref:参考号:RMS-HSKP-SOP-004Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:HotelManager批准:酒店经理Date:日期:2009-07-28OBJECTIVE目的CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodwork检查并确保所有必需的工作符合标准,确保制造一个良好的工作环境PROCEDURES流程-CheckyourassociatesaccordingtoSign-insheetandschedule.检查你的职员是否按时签到-Greetyourassociatesbysaying“NinHao”问候你的职员“您好”-Checkeachofyourassociatesappearanceandgrooming.检查你每个职员的仪表仪容-Checknametagsandcorrectanystandardsthatarenotmet.检查名牌是否符合标准-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.主持例会,报告必要的事项及交接本所记录事宜-Meetassociatesalltogetherinhousekeepingoffice.在客房部办公室跟职员一起会面-Ensurethateveryonehasapentotakenotes.确保每个人用笔记录下相关事宜-Discussspecialtasksfortheday.讨论当天特不工作安排-DiscussguestandVIParrivalsandspecialremarks.讨论预抵的客人及VIP,和特不的注释-Discussanygrouparrivals.交待所有预抵的团队事宜-Discussanyguest’sspecialrequestsandprojects.交待任何客人特不的要求和打算-Reviewguestcomments.回忆客人意见-Discussanyproblemsthatarose.讨论任何可引发的问题-Reviewanyfollow-upthatneedstobedone回忆任何需要跟办的事项-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.告知职员所有事件,宴会,及常规的酒店活动-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.在例会完毕之前,要问职员是否有问题,及他们是否明白该如何做-Checkyourassociatesforclearunderstandingofassignments.检查你的职员是否完全明白他们的工作分配-Askifanythingisunclear.假如有任何不清晰就问-Getfeedbackorsuggestionfromyourassociates.你的职员要有反馈或建议-ReportanymajorconcernstotheAM.汇报要紧的顾虑给副经理-Alwayspickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.为改进工作,经常在职员的日常工作区域进行15分钟以内的简短培训Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:COMMUNICATEWITHHOUSEKEEPINGDEPARTMENT主题:与客房部沟通Ref:参考号:RMS-HSKP-SOP-005Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Ensurecommunicationwithguestandcolleaguesoastoshowoursincerityandrespecttohim/her.确保讯息传达给客人和同事,并表示出我们的真挚和尊敬PROCEDURES流程-HousekeepingOfficetakesimportantroleincommunicatingwithguestsoramongdepartments.Ifitdoesnotworkwell,itwillaffectservicequality,workefficiencyandhotelreputation.客房部办公室在与客人及部门的沟通中扮演极为重要的角色。假如不能运作良好的话,将会直接阻碍服务质量,工作效率及酒店声誉。-Whenthetelephonerings,youshouldstopallworktoanswerthetelephone(within3rings).当电话铃响起时,你要停止手边一切工作,在3声之内接起它-Whenansweringthetelephone,speakpolitely:NinHao,ThisisxxxfromHousekeeping,mayIhelpyou.”当接起电话时要讲:您好,客房部,我是×××,有什么能够帮您?-AlwaysremembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永久记住通过客房中心与其他部门联系及报告任何专门活动Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOGREETTHEGUEST主题:如何样问候客人Ref:参考号:RMS-HSKP-SOP-006Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Showyourgreatrespectandcourtesyfortheguest.对客人显示你的礼貌和尊重PROCEDURES流程See<Groomingandpersonalhygiene>.参照个人仪表仪容标准-Donotfoldarms;puthandsinpocketwhenworking.Standstraightanddonotslouch.不要卷起袖子,或手插兜。站直不要懒懒散散的-Greettheguestswithsmileandinaclearvoice&say“NINHAO”微笑着问候客人,用清晰的声音讲“您好”-Stopwalkingorworking.停止走路或工作-Smile.微笑-Makeeyecontactwiththeguest.跟客人有眼神的接触-Standstraight.站直-Letguestgofirst.让客人先走-Togreettheguestbysaying“NINHAO”Useguest’snameifyouknow.问候客人要讲“您好”尽量称呼客人姓名Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:DECTPHONECONTROL主题:客房小灵通电话的治理Ref:参考号:RMS-HSKP-SOP-007Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.确保职员的电话功能良好,能够提供有效的服务PROCEDURES流程-Allhousekeeping’sdectphoneiskeptinthephonecabinetintheHousekeepingoffice.TheissueandreturnofdectphoneisoverseenbytheHSKPOfficecoordinator.Adailyinventoryisrequired.所有客房部小灵通电话必须保管在办公室电话柜里,有文员负责发放和回收,并每天必需盘点-DectphoneareissuedbytheHSKP.OfficecoordinatorfromthehousekeepingofficewhentheAssociatessign-in.当服务员签字后,文员才能从办公室发放-Dectphoneissuerecordiskepttogetherwiththeattendantsign-in/outsheet.所有小灵通电话发放记录都必须在职员签到本上-Checkthedectphoneforanydamagesormalfunction.检查小灵通电话的任何损坏或故障-Cliponwaistbeltafterreceivingthedectphone收到电话后要不在腰带上-Don’tturnoffthedectphonetillyouareoffdutyandreturnittoHSKPOffice.当你上班时或还回办公室之前,不许关掉小灵通电话-Donotputinsideuniformpocket.不要将小灵通电话放在制服口袋里-Returncallimmediatelywhenyourdectphoneisbeeping当你的小灵通电话响时,要立即回电话-Ifthepagingisbycodemessage,returncalltoHSKPofficeaftercompletingthetask.ToinformtheOfficethatthetaskhasbeendone.假如是密码短信,当完成那个任务后,要回复办公室,那个工作已完成-Donotturnoffthedectphonewhileonduty.Evenduringdutymeal,returncallimmediatelywhenbeingpaged.上班时刻不要关掉小灵通电话,甚至在吃工作餐期间也一样,假如电话响了,立即回电话-Anycodemessagesyoucannotdoforanyreasons,youshouldreturnacalltoHSKP.Officeimmediatelytoinformandaskforhelp.任何缘故导致你不能去做的密码短信,你可回电给办公室通知她或寻求关心-AlldectphonesarereturnedtoHSKPofficewhenoffduty.下班时还回所有小灵通电话-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertothenextshiftOfficecoordinator.文员必须清点每个班次的小灵通电话,同时要交接给下一个班次的文员-Makesurenodectphonesisreturnedwithdamages.确定没有还回的小灵通电话是损坏的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator所有小灵通电话的缺陷故障要汇报给文员-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDeptManager.假如小灵通电话不能工作,文员要联系总机主管-Anydectphonesthataresentoutforrepairshouldbenoted.所有送去维修的电话必须记录-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.通常在放置小灵通电话的地点,须有记录遗失电话的日期和情况的记录Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:OccupationalHealthandSafety主题:职业健康卫生及安全Ref:参考号:RMS-HSKP-SOP-008Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Takecareyourhealthandsafetyfirst健康安全第一PROCEDURES流程-Readandunderstandtheinstructionofallkindschemical阅读和理解所有类型的药剂-Besureyouunderstandandhowtouseproduct确保你明白和如何使用-Alwaystrylittleareatoseetheeffect永久先试一点的区域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor万一不慎入眼,立即清水冲洗并看大夫-Donotbarehandtousestrongchemical.e.g.“RustGo”(akindofstrongchemicaltoremovetheyellowmark)..不要裸手使用比较厉害的药剂,如“RustGo”(一种强去渍剂,去除黄斑的)Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:LOSTANDFOUNDPROCEDURE主题:失物招领程序Ref:参考号:RMS-HSKP-SOP-009Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest统一治理失物招领,确保客人财产安全显示出我们对客人的尊重PROCEDURES流程AnyLostandFounditemistoturnedintotheHousekeepingofficeimmediately.任何失物必须及时交道客房部办公室-HousekeepingOfficeisresponsiblefortheadministrationofallLostandFound客房部办公室负责治理所有失物招领事宜-AnythinginaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何离店房被发觉有遗留物品时必须立即给客房部办公室打电话,客人也许会随时来询问-HousekeepingDepartmentclerkshouldrecorditontheL&Frecordsheet.文员必须如实记录在相关单据上-Handitoverwhileyougoforlunch.Neverputanyfounditematthepantry.当你吃饭时遗留物品要做交接,千万不要随便放在工作间-WhenturningintheLostandFound,pleasenotetheaccurateplaceorroomnumberwhereitemisfound.Pls.signontheL&Fsheetforacknowledgement,handovertheitemtoOffice.上缴遗留物品时要写清正确的房号或位置,并签字确认,在交接给办公室-Don’tleaveanyLostandfounditemonthefloorpantryorinotherlocations.AllitemsmustbeturnedintotheHousekeepingOfficeatyourlunchtimeorwheneveryougodowntoOffice.不要有任何遗留在楼层工作间或其他地点,所有失物必须及时上交,你能够在吃饭的时候带到办公室或当你有事去办公室的时候带下来。-IfyouhaveanyquestionsaboutLostandFound,youshouldcontactyourSupervisorrightaway.假如你对失物招领有任何疑问,你能够立即联系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheLostandFoundlogbook,thelogbookincludesthedate,theplace,guest’sname,thearticle’snameandthefinderforallitems.为了处理询问和方便定位,客房部治理人员有责任制定失物招领登记簿,内容包括:日期,地点,客人姓名,物品名称,和发觉人-Alldetailsmustberecordeddownrightawayaftershe/hereceivescallfromGuestAssistantManagerofreporting当他/她收到来自值班经理的电话时要汇报所有的被记录下来的细节-RegisteralltheinformationintheLostandFoundformandattachedittothebag.Payattentiontoattachitsecurelytoavoidlosingit.登记所有的讯息在失物招领单上,并附在装物品的袋子上,要注意的是系牢固不要丢失。-Alsoenterallinformationinthecomputersystemtoassistwithguestinquiries.同样也要把所有讯息录入电脑系统,以便协助客人查寻-Toensurethesafetyoftheguestbelongings,valuablearticlessuchascash,wallets,cameras,etc.shouldbestoredinthesafeinDutyManagerofFrontDesk.确保客人财产安全,贵重物品如现金,钞票包,相机等,要存在前台的保险箱内-Ensurethecleanlinessofguest’sclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.确保客人衣物的清洁,能够将它们交洗衣房洗涤-OfficeAdministrative办公室行政治理AssociateofeveryshiftshouldsubmittheLostandFoundinthestoreroomwithinthatday.LostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldbeplacedintheLostandFoundstoreroom.任何班次的职员要在当天交遗留物,遗留物品不许在办公室无人照看,应存入失物招领库房-Payattentiontoplaceitemsbasedontheorderofthedate.注意排放物品要按照日期-WhenguestsclaimthelostItems,theAdministrativeAssociateshouldinquireabouthetime,theplace,andthecharacteristicsofthelostitem.当客人要认领失物时,相关负责人员要查问他时刻,地点,及物品特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人认领物品时要出示身份证或护照,并礼貌的请他签收,见失物招领单。-Ifguestsstayinthehotel,youcaninformtheFrontOfficeAdministrativeAssociatetosendtheLostandFoundtotheguests’room,andthestandardprocedureisrequired.假如客人仍在店,你可通知前厅治理人员将物品送交客人房间,那个标准程序是必须的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheguest’sidentitycardandpassport.当有人要替领时,就要原物主的传真,信,或书面托付书,包括原物主的身份证或护照的复印件-IftheguestcallstosendtheLostandFound,youshouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistantExecutiveHousekeeper.假如客人要求寄回失物,告知客人请客人发传真要求酒店寄回物品,自付邮费及邮寄详细地址,联系电话及信用卡号并钳子确认,然后通知助理行政总管-Toensurethesafetyofguestbelongings,AssistantExecutiveHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.为确保客人财产安全,服务总监直接负责所有贵重物品-Openfood/drink/alcoholitemsaretobedisposed.处理开封的食品,酒水类物品-Distributealltheunclaimedarticlestothefinderafterthreemonths.无人认领的物品在3个月后发还拾到者Distributeallthefoodaood/drink/alcoholitemstothefinderafterthreedays.未开封的食品类物品无人认领在3天后发还拾道者-AdministrativeAssociateofHousekeepingDepartmentshouldkeeptherecordonfile.客房部相关人员要保持记录-AllassociateswilltakegatepasswiththeLostandFounditemwhenremovingitfromthehotel.发还的物品拿出酒店时要有保安部及客房部经理签字的出门条-CongenerhotelproductwillnotbetreatedasL&Fitem.跟酒店相同的物品不能被当作失物招领处理Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:MONTHLYLINENINVENTORY主题:月度布草盘点Ref:参考号:RMS-HSKP-SOP-010Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.确保盘点的准确性,保证酒店有正常运作的周转量,支持前线职员给客人提供中意的服务PROCEDURES流程-ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.盘点前要提早一周发出备忘录给相关部门,包括时刻,地点,相关区域,路线。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.客房布草盘点每月一次,餐饮布草盘点每季一次-Nodirtyonesagainstcleanonesexchangeprogramwillbeconductedduringtheinventoryperiod.盘点期间不要进行布草换领工作-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevarioustypelinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerorSupervisorofeachoutletmustbeonsiteduringthewholeprocess.布草房职员将分不检查每个餐厅场所,在检查时刻内相关餐厅要将不同规格的布草(洁净和脏的)分门不类存放整齐,餐厅副理或主管要全程参与-Associateisrequiredtofillupwiththeinventoryformagainstthephysicallinenfigureandtypeineveryguestroomaccordingtotheitemsontheform.职员要依照每間客房布草的种类,数量真实的填写盘点表-Attheendoftheduty,associateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethepantry.下班前职员必须点数出工作间存放布草的真实数字和种类-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominchargebeforeoffduty.主管下班前收集好所有盘点楼层的盘点表递交给布草房核数-Duringtheinventorytakingperiod,nolinenshouldbeChanged.在布草盘点期间,不要发放更换任何布草-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必须在盘点餐饮或客房布草后完成所有布草的计算工作-AseparatereportrecordedthefigureofF&Blinen&guestroomlineninventorytakingshouldbecompiledwithin3daysaftertheactivity.当盘点完成后3天内要将各项数据汇编完成-CccopiestoFinanceandconcerneddepartmenthead附件抄送财务部及相关部门Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:MASTERKEYSIGNOUTPROCEDURE主题:万能钥匙签领程序Ref:参考号:RMS-HSKP-SOP-011Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Ensurethesafetyofthekeysandguest’sbelongingstoshowourcareandrespect.确保钥匙和客人财产安全,显示我们的关注和重视PROCEDURES流程-SupervisorandAttendanttakethefloormasterkeywhensigningatwork,Officecoordinatorisresponsiblefordistribution.主管和服务员在开始上班时领取钥匙,文员负责钥匙的发放-KeymustbehandedoutaftersignaturehasbeenverifiedbyOfficecoordinator.文员必须核实完相关人员签字后,才能发放其钥匙-Officecoordinatoronlyhandlesoneassociateatonetime.文员只能给职员一个一个的发放钥匙-Markcorrectrecordinthelogbookincludingthefloorno.dateandsignature.Nooneelsecantakethemasterkeyexceptafterhavingsignedout.在登记本上正确记录,包括楼层,日期时刻,签字,不签字不能拿走钥匙-Placethekeyinthepocketofthetrousersatwork&hookupwiththetrousers/skirt.钥匙链必须用挂勾勾在裤子或裙子上,然后将钥匙放在兜内-Payattentionthatthereisnomagneticorharditemsinthepocket.注意兜内不要有带磁或坚硬的物品-Keyisnotbentorbroken,ifnotinformClerkorSupervisor.钥匙有断裂的现象要通知文员或主管-Keymustnotbelenttoanyoneofotherdepartmentsaftertaking.领取钥匙后不得转借给部门人员-Clerkmustcheckthedistributionaccordingtotherecordaftercompletingthedistribution.文员必须依照钥匙发放记录来检查钥匙的分配-Payattentiontokeys’correctdistribution.注意钥匙被正确的分发-Lockthekeyboxincaseofloss.为防止丢失,钥匙柜必须锁上Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:SIGNINPROCEDURE主题:签到程序Ref:参考号:RMS-HSKP-SOP-012Prepareby:Housekeeper起草:行政总管Date:日期:2009-07-28Approvedby:GeneralManager批准:总经理Date:日期:2009-07-28OBJECTIVE目的Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.确保正确的职员出勤记录,并正确的发放钥匙PROCEDURES流程Changeintouniform15minutesearliertoensuresufficienttimetoreporttowork.提早15分钟更换制服,确保有足够的时刻去报到Checkthecleanlinessandconditionofyouruniform,nospots,damageorloosebuttons.See‘grooming&personalhygiene’参照仪表仪容标准检查你自己的制服,没有污渍,破损,或纽扣丢失Men’shairshouldnottouchcollaroryourfaceNosideburns.Women’shairtiedupneatlyNoheavymakeupandnailpolish.Nolongdanglingearrings.Blackc
温馨提示
- 1. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007和PDF阅读器。图纸软件为CAD,CAXA,PROE,UG,SolidWorks等.压缩文件请下载最新的WinRAR软件解压。
- 2. 本站的文档不包含任何第三方提供的附件图纸等,如果需要附件,请联系上传者。文件的所有权益归上传用户所有。
- 3. 本站RAR压缩包中若带图纸,网页内容里面会有图纸预览,若没有图纸预览就没有图纸。
- 4. 未经权益所有人同意不得将文件中的内容挪作商业或盈利用途。
- 5. 人人文库网仅提供信息存储空间,仅对用户上传内容的表现方式做保护处理,对用户上传分享的文档内容本身不做任何修改或编辑,并不能对任何下载内容负责。
- 6. 下载文件中如有侵权或不适当内容,请与我们联系,我们立即纠正。
- 7. 本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。
最新文档
- 卫生院院ct诊断合作协议书(2篇)
- 产品采购合同范本
- 离职协议保证
- 二零二四年度精密仪器设备维修与保养合同
- 软装货品选购合同格式
- 房屋买卖合同的权益保护
- 建筑工程钢结构部分施工质量验收资料
- 好运石材料采购协议
- 纸张购销合同范例
- 铜墙铁壁防盗门购销合同
- 中医药适宜技术推广实施方案(3篇)
- 2024年元旦联欢会活动策划方案
- 极端天气、紧急情况停产撤人管理制度
- A Quiet House(教学设计)-2023-2024学年丽声北极星分级绘本四年级上(江苏版)
- 腾讯云运维TCP练习测试卷
- 劳动技能实操指导(劳动教育)学习通超星期末考试答案章节答案2024年
- 2024届高三上学期开学家长会
- 中国新一代信息技术产业发展现状及前景趋势分析报告2024-2030年
- 2024数智化绿色低碳评价管理体系
- UNIT 2 Were Family!教学设计 2024-2025学年人教版英语七年级上册
- 《司马光 》第二课时公开课一等奖创新教案
评论
0/150
提交评论