五星级酒店客房部标准工作程序sop中英文

..星级酒店客房部标准工作程序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怎样主持例会CommunicatewithHousekeepingDepartment与客房部沟通HowtoGreettheGuest怎样问候客人DectphoneControl小灵通电话管理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"请勿打扰"程序16.CleanRoomProcedure清洁房间程序17.HowtoCleanElectricKettle怎样清洁电水壶.18.HowtoCleantheGlasses怎样清洁玻璃杯19.HowtoCleanIceBucket怎样清洁冰桶20.HowtoChangePillowCase怎样更换枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣篮及衣架22.ReportingtotheGuestFloor到楼层报到23.Howtomakeupbed怎样做床24.HowtoCleantheBathRoomFloor怎样清洁浴室地板25.HowtoCleantheMiniBar怎样清洁小酒吧26.HowtoDusttheFurniture怎样给家具擦尘27.Howtocleanthemirror怎样清洁镜子28.HowtoCleantheBathTub怎样清洁浴缸29.HowtoCleanShowerRoom怎样清洁淋浴间30.HowtoCleantheBathRoomWall怎样清洁浴室墙面31.Howtocleanthevanitytopandhandbasin怎样清洁面台和面盆32.HowtoClean/PolishtheBathroomFittings怎样清洁和抛光浴室电镀配件33.HowtoCleantheToiletBowl怎样清洁马桶34.HowtoVacuumtheCarpet怎样给地毯吸尘35.HowtoCleantheTelephoneSet怎样清洁电话机36.HowtoHandleWakeupCall怎样处理叫醒服务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怎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怎样撤出送餐的餐具45.HowtoCleanGuestFloorCorridor怎样清洁走廊46.HowtoAssistGuestwithLuggage/Parcel怎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怎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怎样护送客人至电梯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怎样清洁空调口Howtoshampoocarpetextraction抽洗地毯HowtoCleanUpholsteryFabric怎样清洁沙发及软包墙面HowtoCleanWall-paper怎样清洁墙纸CleaningofOffice清洁办公室CloakRoomProcedure衣帽间的程序Staircasecleaning清洁楼梯Howtocleanwindows怎样清洁窗户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怎样清洁小便池Howtopolishbrass怎样给铜器抛光Howtocleanskidproofanddustproofpad如何清洁防滑垫及防尘垫Howtocrystallizationformarblefloor怎样给XX石地面做晶面处理Howtomaintainandcleanleathersurface如何保养和清洁皮革表面Howtocleantelephone怎样清洁电话Cleaningofpantry/storeroom清洁工作间和储藏室WashroomCare公共卫生间的清洁CheckintopublicareaserviceassociatesPA员工报道的检查Preparedailyworkallocation准备日常工作分配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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE目的Maintainaclean,tidyandfreshappearanceduringyourwork.在你的工作中保持干净,整齐,清新的外貌PROCEDURES流程-Keepcleanandbeoptimisticduringworktime.在工作时间保持干净及乐观的态度-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.将名牌别在制服正确的位置,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：是否干净,光亮,并处于完好状态-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.检查你的袜子：是否干净,无异味和破洞-Checkyouruniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.检查你的制服：是否干净,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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE目的EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.确保我们的员工在任何工作时间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员工的制服和仪表仪容,并在工作时间随时抽查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,如果不合适就去更换-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.提前15分钟到办公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.女士长发要用发网盘起,短发不过肩,发卡只限于黑色-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly指甲油只限于透明色,并保持光亮和平整-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.夸张和悬挂式的耳环是不允许的,手镯也是不被允许的-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主管要在工作时间随时抽查PA员工的制服,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员工注意他们的外表-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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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.工作期间在任何时间,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.任何时间不要倚靠着墙站着-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.当客人说话时要认真听,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：怎样主持例会Ref:参考号：RMS-HSKP-SOP-004Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:HotelManager批准：酒店经理Date:日期：2011-08-28OBJECTIVE目的CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodwork检查并确保所有必需的工作符合标准,确保创造一个良好的工作环境PROCEDURES流程-CheckyourassociatesaccordingtoSign-insheetandschedule.检查你的员工是否按时签到-Greetyourassociatesbysaying"NinHao"问候你的员工"您好"-Checkeachofyourassociatesappearanceandgrooming.检查你每个员工的仪表仪容-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.在客房部办公室跟员工一起会面-Ensurethateveryonehasapentotakenotes.确保每个人用笔记录下相关事宜-Discussspecialtasksfortheday.讨论当天特别工作安排-DiscussguestandVIParrivalsandspecialremarks.讨论预抵的客人及VIP,和特别的注释-Discussanygrouparrivals.交待所有预抵的团队事宜-Discussanyguest’sspecialrequestsandprojects.交待任何客人特别的要求和计划-Reviewguestcomments.回顾客人意见-Discussanyproblemsthatarose.讨论任何可引发的问题-Reviewanyfollow-upthatneedstobedone回顾任何需要跟办的事项-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.告知员工所有事件,宴会,及常规的酒店活动-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.在例会完毕之前,要问员工是否有问题,及他们是否知道该怎么做-Checkyourassociatesforclearunderstandingofassignments.检查你的员工是否完全明白他们的工作分配-Askifanythingisunclear.如果有任何不清楚就问-Getfeedbackorsuggestionfromyourassociates.你的员工要有反馈或建议-ReportanymajorconcernstotheAM.汇报主要的顾虑给副经理-Alwayspickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.为改进工作,经常在员工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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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。如果不能运作良好的话,将会直接影响服务质量,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."当接起电话时要说：您好,客房部,我是×××,有什么可以帮您？-AlwaysremembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永远记住通过客房中心与其他部门联系及报告任何特殊活动Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOGREETTHEGUEST主题：怎样问候客人Ref:参考号：RMS-HSKP-SOP-006Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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,用清晰的声音说"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.问候客人要说"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：客房小灵通电话的管理Ref:参考号：RMS-HSKP-SOP-007Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.确保员工的电话功能良好,可以提供有效的服务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员工签到本上-Checkthedectphoneforanydamagesormalfunction.检查小灵通电话的任何损坏或故障-Cliponwaistbeltafterreceivingthedectphone收到电话后要别在腰带上-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.如果是密码短信,当完成这个任务后,要回复办公室,这个工作已完成-Donotturnoffthedectphonewhileonduty.Evenduringdutymeal,returncallimmediatelywhenbeingpaged.上班时间不要关掉小灵通电话,甚至在吃工作餐期间也一样,如果电话响了,立即回电话-Anycodemessagesyoucannotdoforanyreasons,youshouldreturnacalltoHSKP.Officeimmediatelytoinformandaskforhelp.任何原因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帮助-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,并且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.如果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方,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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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永远先试一点的区域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor万一不慎入眼,立即清水冲洗并看医生-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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest统一管理失物招领,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客房部办公室负责管理所有失物招领事宜-AnythinginaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何离店房被发现有遗留物品时必须马上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方,所有失物必须及时上交,你可以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.如果你对失物招领有任何疑问,你可以马上联系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheLostandFoundlogbook,thelogbookincludesthedate,theplace,guest’sname,thearticle’snameandthefinderforallitems.为了处理询问和方便定位,客房部管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,和发现人-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,钱包,相机等,要存在前台的保险箱内-Ensurethecleanlinessofguest’sclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.确保客人衣物的清洁,可以将它们交洗衣房洗涤-OfficeAdministrative办公室行政管理AssociateofeveryshiftshouldsubmittheLostandFoundinthestoreroomwithinthatday.LostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldbeplacedintheLostandFoundstoreroom.任何班次的员工要在当天交遗留物,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间,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.如果客人仍在店,你可通知前厅管理人员将物品送交客人房间,这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,或书面委托书,包括原物主的身份证或护照的复印件-IftheguestcallstosendtheLostandFound,youshouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistantExecutiveHousekeeper.如果客人要求寄回失物,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,及信用卡号并钳子确认,然后通知助理行政管家-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XX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XX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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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,支持前线员工给客人提供满意的服务PROCEDURES流程-ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.盘点前要提前一周发出备忘录给相关部门,包括时间,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.布草房员工将分别检查每个餐厅场所,在检查时间内相关餐厅要将不同规格的布草〔干净和脏的分门别类存放整齐,餐厅副理或主管要全程参与-Associateisrequiredtofillupwiththeinventoryformagainstthephysicallinenfigureandtypeineveryguestroomaccordingtotheitemsontheform.员工要根据每間客房布草的种类,数量真实的填写盘点表-Attheendoftheduty,associateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethepantry.下班前员工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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE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.文员只能给员工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,日期时间,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:DirectorofRoomsDivision起草：房务总监Date:日期：2011-08-28Approvedby:GeneralManager批准：总经理Date:日期：2011-08-28OBJECTIVE目的Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.确保正确的员工出勤记录,并正确的发放钥匙PROCEDURES流程Changeintouniform15minutesearliertoensuresufficienttimetoreporttowork.提早15分钟更换制服,确保有足够的时间去报到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.Blackcolorsock.Checkwhethernametagiswornproperly.男员工发不过领,胡须剔干净,女员工长发要盘起,不化浓妆,指甲光亮,不戴夸张耳饰。穿规定的鞋袜,名牌处于正确的位置Signyourname&timeonsigninsheet,radio<dectphone>andsignonkeylogbook&.getyoursectionkey.在签到表上签上名字和时间,签领钥匙和呼机Payattentionnottospeaktooloudly.注意不要大