某酒店工作标准管理程序1443

为网络收集 仅供参考STANDARDPROCEDURES标准工作程序HOUSEKEEPINGDEPARTMENT客房部DescriptionGroomingandAppearanceCheckUniformandHowtoGroomingStandardsBodylanguageandattitudeHowtoConductBriefingCommunicatewithHousekeepingDepartment与客房部沟通HowtoGreettheGuest问候客人DectphoneControl小灵通电话管理OccupationalHealthandSafety职业健康卫生安全HOUHOUSEKEEPINGOFFICE&GUESTFLOOR 9 LostandFoundProcedureMonthlyLinenInventoryMasterKeySignOutProcedureSigninProcedureSignoutProcedureGuestRoomAmenities&Supplies“DoNotDistribute”ProcedureforRooms“请勿打扰”CleanRoomProcedure清洁HowtoCleanElectricKettle怎样清洁电水壶.HowtoCleantheGlasses怎样清洁玻璃杯HowtoCleanIceBucket怎样清洁冰桶HowtoChangePillowCase怎样更换枕套Howtoremovelaundrywooden/hangers撤出送衣篮衣架ReportingtotheGuestFloor楼层报到Howtomakeupbed怎样做床HowtoCleantheBathRoomFloor怎样清洁浴地板HowtoCleantheMiniBar怎样清洁小酒吧HowtoDusttheFurniture怎样给家具擦尘Howtocleanthemirror怎样清洁镜子HowtoCleantheBath怎样清洁浴缸HowtoCleanShowerRoom怎样清洁淋浴间HowtoCleantheBathRoomWall怎样清洁浴室墙面Howtocleanthevanitytopandhandbasin怎样清洁面台和面盆HowtoClean/PolishtheBathroomFittings怎样清洁和抛光浴室电镀配件HowtoCleantheToiletBowl怎样清洁马桶Howtothe怎样给地毯吸尘HowtoCleantheTelephone怎样清洁电话机HowtoHandleWakeupCall怎样处理叫醒服务GuestShoeShineService擦鞋服务SafeDepositBoxneedstobeopenedinCheckedoutguestroom当客人离店后要检查保险箱必须打开HowtoHandletheLeftGuestRoomvinecard怎样处理无用的客房钥匙卡BedandBabyCotProcedure加床和婴儿床处理程序GuestLaundryPickupDuringRoomCheck查房同时收取客衣GuestLaundryPickupRequirementviaReceivingCall客人电话要求收取洗衣毛巾的折叠HowtoRemoveRoomServiceBasket怎样撤出送餐的餐具HowtoCleanGuestFloorCorridor怎样清洁走廊HowtoAssistGuestwithLuggage/Parcel怎样协助运送客人行李Mini-barconsumptioncheck小酒吧消耗检查Mini-bardailyreplenishment每日补充小酒吧HowtoHandle“OpenDoor”Request怎样处理开房门的请求Breakage,LossandDamageProcedure遗失损坏处理程序HowtoCheckGuestFloorCorridor如何检查走廊HowtoInspectBathroomCareandHandlingofBelongingsReturningandWorksheetCheckintoHousekeepingOfficeHowtoEscortGuesttoElevatorCleaningchemicalusinginHousekeepingHowtopolishwoodensurfaceHowtouseandcleanavacuumcleanerGuestLaundryEmergencySupercleanprogramOneEntryRoom一次进入ZeroRoomDefects零缺陷TurndownService开床服务PUBLICPUBLICAREA 公共区域66．66．扫地67． Dustmopping推尘湿拖Wallwashingbyhand手工洗墙壁HowtoCleantheA/CGrill怎样清洁空调口Howtoshampoocarpet抽洗地毯HowtoCleanUpholsteryFabric怎样清洁沙发及软包墙面Howto怎样清洁墙纸Cleaningof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Howtoformarblefloor怎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怎样清洁电话Cleaningofpantry/storeroom清洁工作间和储藏室公共卫生间的清洁Checkintopublicareaserviceassociates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UNIFORM DEPARTMENTUNIFORM DEPARTMENT制服室104GuestLaundryCheck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.Howtohandleguestandpressingservice.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-uANDPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Maintainaclean,tidyandfreshappearanceduringyourwork.PROCEDURES -Keepcleanandbeoptimisticduringworktime.-Makeself-checkandgroomingcheckatanytime.-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.-Wearnametagcorrectlywithuniform,thenametagispartofuniform.一分-Payattentionthatuniformhasnodamages.留意要破损-Wearshoesandsocksasissued:规定鞋袜-Blackshoesandblacksocksformale.男士黑鞋黑袜-Blackshoesandneutralcolorstockingsforfemale.女士黑鞋肉色长袜-Checkyourshoes:shoesshouldbeclean,polishandingoodcondition.鞋否光亮并处于完状态-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.袜子否无破洞-Checkuniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.否熨烫无破损或丢失Housekeeping–Policies&ProceduresManual-u:KMDWGROOMINGANDAPPEARANCEPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.PROCEDURES -Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringworkStandards-Theuniformpressedwithoutstains,tearsandodor-Buttonupallbuttonsrollupsleeves,tochangeiftheuniformdoesnotfittag-BlackshoesandsocksformaleblackshoesandbodycolorsocksforfemaleEnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingand。-HairtobecombedandbrushedFormale,thehairshouldnotcoverbrowandthebackshouldnottouchcollarorbeovertheears.头发须梳前得过眉后得过衣领鬓角得盖过耳朵-MakesurearrivalatOfficeis15minsinadvance.提前15分钟到办公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.covertheshoulders,andallhairpinsaretobeblackincolor.不过肩卡只限于黑色-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-SupervisorwillalsoberesponsibletospotcheckPAuniform,appearanceandtocorrectitatanytimeduringworkingtime主管员工的制服仪表-Payparticularattentiontocheckiftheiruniformiswornsuchasifanybuttonsisopened,if thesleevesarerolledupetc检查制服时注意细节例如纽扣没系好袖子卷来等-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uBODYLANGUAGEANDATTITUDE主题：肢体语言及态度Prepareby:DirectorofRoomsDivision起草：房务总监Approvedby:GeneralManager批准：总经理

Ref:参考号：RMS-HSKP-SOP-003Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 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,payattentiontocleanliness.Wearnametagatall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，双臂不能交在-Maintaincontactwithguest.保持与客人的-Listenearnestlytoguestanddonotdisturbwhenguestistalking.当客人话时要，不要。-Donotbringbadmoodtowork. Politelyprovidebestservice.不要带着情绪工作，要优雅的提供你最好的服务Housekeeping–Policies&ProceduresManual-u:WOTPrepareby:DirectorofRoomsDivisionApprovedby:HotelManager

Ref:-Date:Date:OBJECTIVE CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodworkPROCEDURES -CheckyourassociatesaccordingtoSign-insheetandschedule.-Greetassociates“NinHao”问候“您”-Checkeachofyourassociatesappearanceandgrooming.每仪表仪容-Checknametagsandcorrectanystandardsthatarenotmet.名牌-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.报告要事项及交接本记录事宜-Meetassociatesalltogetherinhousekeepingoffice.在办公室跟面-Ensurethateveryonehasapentotakenotes.每人用笔记录下相关事宜-Discussspecialtasksfortheday.讨论当天特别安排-DiscussguestandVIParrivalsandspecialremarks.P-Discussanygrouparrivals.交待预抵团队事宜anyspecialrequestsandprojects.交待任何人特别要求计划-Reviewguestcomments.回顾人意见-Discussanyproblemsthatarose.-Reviewanyfollow-upthatneedstobedone-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.-Checkyourassociatesforclearunderstandingofassignments.-Askifanythingisunclear.不清楚就问-Getfeedbackorsuggestionfromyourassociates.反馈或建议-ReportanymajorconcernstotheAM.汇报主虑给副经理pickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.改进经日15钟以简短培训Housekeeping–Policies&ProceduresManual-uWITH Prepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurecommunicationwithguestandcolleaguesoastoshowoursincerityandrespecttohim/her.PROCEDURES -HousekeepingOfficetakesimportantroleincommunicatingwithguestsoramongdepartments.Ifitdoesnotworkwellitwillaffectserviceworkefficiencyandhotelreputation.-Whenthetelephonerings,shouldstopallworktoanswerthetelephone(within3rings).3-Whenansweringthetelephone,speakNinHao,ThisisHousekeeping,mayIhelpyou.”？remembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永远记住过心其他联系报告任何特殊活动Housekeeping–Policies&ProceduresManual-u:WOTEPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManagerRef:-Date:Date:OBJECTIVEShowgreatrespectandcourtesyfortheguest.PROCEDURESSee<Groomingandpersonalhygiene>.-Donotfoldarms;puthandsinpocketwhenworking.Standstraightanddonotslouch.-Greettheguestswithsmileandinaclearvoice&sayO”“您好”-Stopwalkingorworking.停止走路工作-Smile.-Makeeyecontactwiththeguest.跟有眼神接触-Standstraight.-Letguestgofirst.让先走-TogreettheguestbysayingO”Usesifyou“您好”尽量称呼姓名Housekeeping–Policies&ProceduresManual客房部-制度和流程指南u:TE主题：客房小灵通电话的管理Prepareby:DirectorofRoomsDivision起草：房务总监Approvedby:GeneralManager批准：总经理

Ref:参考号：RMS-HSKP-SOP-007Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 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.TheissueandreturnofdectphoneisoverseenbytheOfficeAinventoryisrequired.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.OfficecoordinatorfromthehousekeepingofficewhenAssociatessign-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，当任务后，要回办公室，工-DonotturnoffthedectphonewhileonEvenduringdutymeal,returncallimmediatelywhenbeingpaged.上班时不要关掉小灵通电话，在工期一样，如果电话响了，立即回电话-Any-Anycodemessagescannotdoforanyshouldreturnacalltoimmediatelytoinformandaskforhelp.-AlldectphonesarereturnedtoHSKPofficewhenoffduty.-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertotheshiftOffice一-Makesurenodectphonesisreturnedwithdamages.确定没是损坏的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator缺陷故障汇报-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDept如果工作联系总机主管-Anydectphonesthataresentoutforrepairshouldbenoted.送维修记录-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.常在放置地方记录遗失日期和情况记录Housekeeping–Policies&ProceduresManual-u:lhdyPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Takecareyourhealthandsafetyfirst一PROCEDURES -Readandunderstandtheinstructionofallkindschemical阅读解所有类型药剂-Besureyouunderstandandhowtouseproduct确保你明白如何使用-Alwaystrylittleareatoseetheeffect永远先试一点区域看看效果-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药剂，如“RustGo”（一种强去渍剂，去除黄斑）Housekeeping–Policies&ProceduresManual客房部-制度和流程指南uLOSTANDFOUNDPROCEDURE主题：失物招领程序Prepareby:DirectorofRoomsDivision起草：房务总监Approvedby:GeneralManager批准：总经理

Ref:参考号：RMS-HSKP-SOP-009Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE 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inaC/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确的房号，确，在交接给办公室leaveanyLostandfounditemonthefloorpantryorinotherlocations.AllitemsmustbeturnedintotheHousekeepingOfficeatlunchtimeorwhenevergodowntoOffice.不要有任何遗留在工作间，所有失物必须及时上交，你在吃饭的时候办公室当你有事办公室的时来。-IfhaveanyquestionsaboutLostandFound,shouldcontactSupervisorright如果你对失物招领有任何疑问，你马上联系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheandFoundlogbook,thelogbookincludesthedate,place,name,thenameandthefinderforallitems.为了处理询问和便定，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，点，客人姓名，物品名称，和发现人-Alldetailsmustberecordeddownrightaftershe/hereceivescallfromGuestAssistantManagerofreporting/-RegisteralltheinformationintheLostandFoundformandattachedittothebag. Payattentiontoattachitsecurelytoavoidlosingit.。-Alsoenterallinformationinthecomputersystemtoassistwithguestinquiries.-Toensurethesafetyoftheguestbelongings,valuablearticlessuchascash,wallets,cameras,etc.shouldbestoredinthesafeinDutyManagerofFrontDesk.确保客人财产安全贵重如现金钱包相机等存前台保险箱内-EnsurethecleanlinessofclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.确保客人衣清洁可以将它们交洗衣房洗涤-OfficeAdministrative办公室行政管理AssociateofeveryshiftshouldsubmittheandFoundinthestorewithinthatLostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldplacedintheLostandFoundstoreroom.任何次员工天交遗留遗留许办公室无人照看应存入库房-Payattentiontoplaceitemsbasedontheorderofthedate.排放按照日期-WhenguestsclaimthelostItems,theAdministrativeAssociateshouldinquireabouthetime,theplace,andthecharacteristicsofthelostitem.客人认相关负责人员查问间地点及特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人认出示身份证或护照礼貌请签见。-Ifguestsstayinthehotel,caninformtheFrontOfficeAdministrativeAssociatetosendtheLostandFoundtotheguests’room,andthestandardprocedureisrequired.如果客人仍店你可通知前厅管人员将送交客人房间这个标准程序必须的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheidentitycardandpassport.复印件-IftheguestcallstosendtheLostandFound,shouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistant如果客人求寄回告知客人请客人发传真求酒店寄回付邮费及邮寄详地址联及信用卡号钳确认然后通知助行政管家ensurethesafetyofguestbelongings,AssistantHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.确保客人财产安全服务总监直接负责贵重-Openfood/drink/alcoholitemsaretobedisposed.-Distributealltheunclaimedarticlestothefinderafterthreemonths.3Distributeallthefoodaood/drink/alcoholitemstothefinderafterthreedays.3-AdministrativeAssociateofHousekeepingDepartmentshouldkeeptherecordonfile.-AllassociateswilltakegatepasswiththeLostandFounditemwhenremovingitfromthehotel.-CongenerhotelproductwillnotbetreatedasL&Fitem.不能被当作失招Housekeeping–Policies&ProceduresManual-uMONTHLYLINENINVENTORYPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.PROCEDURES -ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.每次餐饮每季次-Nodirtyonesagainstcleanonesprogramwillbeconductedduringtheinventoryperiod.不进行换领-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevariouslinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerSupervisorofeachoutletmustbeonsiteduringthewholeprocess.将分别检查每个餐厅场所在检查餐厅将不同规格（干净脏）分别类存放整齐餐厅副或管全与-Associateisrequiredtofillupwiththeinventoryformagainstthelinenfigureandineveryguestroomaccordingtotheitemsontheform.根据每間种类数真实填写表-Attheendoftheassociateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethe下班必须数存放真实数字种类-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominoff管下班好所楼层表递交核数-Duringtheinventorytakingperiod,nolinenshouldbeChanged.不要发放更换任何-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必须餐饮或客房后完成所有的计算工作-AseparatereportrecordedthefigureofF&Blinen&guestroomlineninventorytakingshouldbecompiledwithin3afterthe当3天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-uMASTERKEYSIGNOUTPROCEDUREPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurethesafetyofthekeysandguest’sbelongingstoshowourcareandrespect.PROCEDURES -SupervisorandAttendanttakethefloormasterkeywhensigningatwork,Officecoordinatorisresponsiblefordistribution.-KeymustbehandedoutaftersignaturehasbeenverifiedbyOffice-Officecoordinatoronlyhandlesoneassociateatonetime.一个一个-Markcorrectrecordinthelogbookincludingthefloorno.dateandsignature.Nooneelsecantakethemasterafterhavingsignedout.登记本正记录包括楼层间不不拿走-Placethekeyinthepocketofthetrousersatwork&hookupwiththetrousers/skirt.链用挂勾勾裤子或裙子然将兜内-Payattentionthatthereisnomagneticorharditemsinthepocket.意兜不要有带磁或坚硬物品-Keyisnotbentorbroken,ifnotinformClerkorSupervisor.有断裂现象要通知或-Keymustnotbelenttoanyoneofotherdepartmentsaftertaking.不得转借门-Clerkmustcheckthedistributionaccordingtotherecordaftercompletingthedistribution.依照记录来检查分配-Payattentiontokeys’correctdistribution.-Lockthekeyboxincaseofloss.防止丢失柜锁上Housekeeping–Policies&ProceduresManual-uSIGNINPROCEDUREPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.PROCEDURES Changeintouniform15minutesearliertoensuresufficienttimetoreporttowork.15Checkthecleanlinessandconditionofyouruniform,nospots,damageorloosebuttons.See‘grooming&personalhygiene’Men’shairshouldnottouchcollaroryourfaceNosideburns.Women’shairtiedupneatlyNoheavymakeupandnailpolish.Nolongdanglingearrings.Blackcolorsock.Checkwhethernametagiswornproperly.。穿规定鞋袜名牌处于位置Signname&timeonsigninsheet,radio(dectphone)andsignonkeylogbook&.get在上上名字呼机Payattentionnottospeaktooloudly.注意大声喧哗Takeyourworksheetandfloorkey.取作楼层Usetheserviceelevator. walkaroundthefloortalkinginaloudvoice.乘坐电梯在楼层附近大声响Housekeeping–Policies&ProceduresManual-u:NTPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toeliminateunnecessarytravelingupanddown.sothattoprovideaconsistentservicetotheguests.PROCEDURES TocheckPantryonemoretimewhetherforthathasbeenleftbehind,suchasLost&Founditems,itemsonloantoguests,foodandF&Bcutleries.Allaboveitemsareabsolutelyrequiredtobebroughtdowninsteadofremaininginthe。以须彻底拿出存在TheSupervisorshavetheresponsibilitytoasktheGuestServiceAssociateregardingaboveissuesandwhetheranyabnormalthingshappenedinguestrooms.管负责询问员发生关于面出反常事情ensureallbasintapsaretobeshutthePantrylightstobeswitchedleaving确保所水龙头关闭灯关闭-Tokeepsilenceandorder,noshoutingandrunningwhileleavingfloor.安静秩层大声喧哗或奔跑吵闹TheshouldbecollectedfromAssociateatthistime.Itistheonlytimeallowedtobringtheitemsdownstairsandvisithousekeepingofficeforemergencies.同时员应好钥匙并且也只在这时才能拿着这些到办公室除了其他特殊求时。Todisposetherubbishbagtogarbageroom. Becarefulnottomessupthepassingarea.将垃圾袋送垃圾小心沿途洒。Toreturnalltheitemsonloantogueststo将还回办公室Housekeeping–Policies&ProceduresManual-u: T M &SUPPLIESSETUPPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManagerRef:-Date:Date:OBJECTIVEavoidtoomuchtraffictoandfromtoensurethattheamenitieswillnotdamagedbymisshandling.不会因处不当而损坏或丢失PROCEDURESNicelyandneatlyplacealltheguestroomamenitiesinthemaidcarrybasketonadailybasis.按每天基本量将完好清洁入提篮内Eachcarriedboxshouldprepare4room’samenities每个提篮4Thewoodenboxshouldcleandaily,supervisorshouldcheckit.提篮每天要清洁管要检查Housekeeping–Policies&ProceduresManual-u:DoNotDistribute”ProcedureforRooms“请勿打扰”序Prepareby:DirectorofRoomsDivision起草务总监Approvedby:GeneralManager批准总经理

Ref:号-Date:日期Date:日期OBJECTIVE 目的Torespectourguestwhilstensuringcustomersatisfaction.尊敬人，同时也使人满意Ensurethattheguestsandtheirbelongingsaresafe.确保人及他们的财产安全PROCEDURES -MakesureallDNDroomsnotservicedarereportedtothecallcenterby2:00pm,Makeanoteof”mnryk,geDND2点通知DND记录在你的工作表上，包括时间Callcenterwillcalltheguestwhentocleanuptheroomandinformroommaid服务中心电话询问人何时打扫并通知相应服务员Ifnoanswerintheguestroom,callcenterwillinformfloorteamleader,teamleaderwillgototheDNDroomwithroommaidtochecktheroomcondition如果无人回答，服务中心将通知所在楼层DND查看房目前状态Markdownthetimeyounoticetheonyourworksheet.的时间-DuringthePMshift,foronedayDNDroomandGRSroom,shouldbeinsertDNDnoteunderthedoor，ReporttoFOguestserviceManagerforrecord请勿打扰）GRS（拒绝打扫）的DND服务卡，并通知当班前台服务经理作好记录Housekeeping–Policies&ProceduresManual-u:nmPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Showoursinceritytoourguestwithourcareandservice.PROCEDURES -Prepare5ofclothforCleaning(onefordusting(red/white),oneforcleaningglassware(green/white),oneforcleaningwashbasinandbathtub(white),oneforcleaningwindowtableglass,mirror(blue/white),oneforcleaningtoilet(whitewithblackthread)5-Pullthesheercurtainup.-Putusedglass,othebasin.-Emptywastebin.-Squirtmultipurposecleaningagenttomakeasoapysolution.万能剂-Removetheduvetcoverfromtheduvet,placetheduvetonachair.羽绒被套撤下羽绒被置于椅上-Payattentionwhilestrippingsoastoavoidtakingawaybelongingswhichmaybeinsidethelinen.注意撤被罩时不要把物品卷到里去-Removethepillowcaseandcheckpillowinsertifitisdirtychangeimmediatelyifnecessary.撤枕袋时也要检查枕头里是否也脏了如有必要也立即更换-Checkthemattresspadifitisdirty,ifitshouldbechanged.检查床护垫是否也脏了如果是也要更换-Gotothebathroomandpickupallthesoiledlinen.始打扫卫生并脏带出-Checkbathroomtoseeifanyguestsuppliescanbecollectedwhiletakingthecleanlinen.-Takesoiledlinentothepantryanddoublechecksoiledlinenbeforethrowawaytothelinenchute-Takethelargeritemsfirst,likethesheetsandduvetcovers,thenTowelsandguestsuppliesasneeded.-Takethedustclothandfolditneatly,thenspraymulti-purposecleaningagentonit.See“CleanBathroom”.-Makethebedaccordingtothe“MakeUpBed”standard.“”标准-Startatthedoorandworkyourwayclockwise.从门开始按顺时针方向-CheckwhatismissingasyouPasseacharea.当你经过每个区域时什么缺少-Replenishasperstandardset按标准设置充-Afterallsuppliesarereplenished,vacuumtheguestroomaccordingtoprocedure充完所后按.-Walktothecenteroftheroomandsquirtairfreshener.shouldbeheldhigh,squirtOnceineachdirection.走房中点空气新。嘴向上每个方向-AsyoupasseachareawhetherallisingoodconditionandinworkingEngineeringofanydefectsandRepairs.当你经过每个区域时留意所处于良状态记下所状态不设施设备，开程请修通知程部修理缺陷。-Standattheentranceandlookaroundtoensurenoareahasbeenmissed.出门门口要巡视房遍确保没遗漏ROOMSHOULDBECLOSEDDOORINOCCUPIEDROOMSWITHAMAKEROOMCARDONTHEDOOR.打扫住房要关着门门上挂“房中”牌子DOOROPENWHENCLEANINGINVACROOMS空房要开着房门做Housekeeping–Policies&ProceduresManual-u:woncPrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toshowourhighstandofcleanlinessinordertodelightourcustomers.PROCEDURES IfitisC/Oroomorthereispurewater,thanthewatershouldbecleared.Ifitisaoccupiedroom,pleaseunplugtheswitchtoavoiddamagingthekettle.-Useadampclothsoakwithdetergentandrubtheinnerandoutersurfaces.-Rinsethekettlethoroughlywithwater.-Drythekettlewithacleanglasscloth.-Paymoreattentiontoinnersurfaceasitturnsyelloweasily.-NeverusescouringpadtocleanthesurfaceasitwilldamagethesurfaceandharboursDirt.-Kettlesmustbecleaneddaily.-Neverimmersethekettleintothewaterforcleaning.-Astimegoestheresidueofwaterwillsticktotheinnersurfacewhichwillturnthesurface一长残物附着在-Usewaterscaleremover/toothpastetorubitoffandrinsewithwarmwater.垢去除/牙膏阻丝上垢然温冲洗-Makesurethekettleisdry.确保爽-PluginthekettleforafewSeconds. Iftheredlightison,thekettleisfunctioning上源几秒红灯亮了就示它工作vrveeeugnu下不要接通电源Housekeeping–Policies&ProceduresManual客房部-制度和流程指南u:wone主题：怎样清洁玻璃杯Prepareby:DirectorofRoomsDivision起草：房务总监Approvedby:GeneralManager批准：总经理Ref:参考号：RMS-HSKP-SOP-018Date:日期：2007-08-28Date:日期：2007-08-28OBJECTIVE目的Providecleanandcupsforguestuse.Thisshowsarecareforthehealthofourguests.提供干净卫生的杯具供客人使用，展现我们对客人健康的关注PROCEDURES流程Allglasswareshouldsendtofloorpantryforwash所有杯具要送到工作间清洗Afterwashedshouldkeepincabinetforsanitary洗完后存放在消毒间的碗柜里Housekeeping–Policies&ProceduresManual-u:wonePrepareby:DirectorofRoomsDivisionApprovedby:GeneralManager

Ref:-Date:Date:OBJECTIVE Toshowguestsourhighstandardofcleanliness.PROCEDURES Toclearanywateroriceleftinthebucket.-Tocleanthebucketanditscoverwithdetergent.个盖子-Torinsetheicebucketanditscoverwithhotwater.热冲洗个及盖子-Payattentiontotherubberrimofthebucketasblackmouldorstainscouldaccumulatethere.注意胶皮边常会有发黑发黄象-Wipetheoutsideandinsideoftheicebucketandcornerwithadrycloth.干布擦干净外边角Housekeeping–Policies&ProceduresManual-u:woewPrep