某酒店標(biāo)準(zhǔn)工作程序--瑞德酒店.doc

中管網(wǎng)通用業(yè)頻道 2009版制造業(yè)企業(yè)管理大全內(nèi)容更豐富、查看更輕松、利用更便利、價(jià)格更實(shí)惠、購買更放心！電話68698693 手機(jī)qq: 961531377 376977591 616843241 standard operating procedures標(biāo)準(zhǔn)工作程序housekeeping department客房部general 總述task no: description 1. grooming and appearance儀表儀容2. check uniform and how to grooming standards 制服檢查及儀表儀容標(biāo)準(zhǔn)3. body language and attitude 肢體語言及態(tài)度4. how to conduct briefing 怎樣主持例會(huì)5. communicate with housekeeping department與客房部溝通6. how to greet the guest怎樣問候客人7. dect phone control 小靈通電話管理8. occupational health and safety職業(yè)健康衛(wèi)生及安全housekeeping office&guest floor 客房辦公室及客房服務(wù)9 lost and found procedure 失物招領(lǐng)程序10. monthly linen inventory 月度布草盤點(diǎn)11. master key sign out procedure 萬能鑰匙簽領(lǐng)程序12. sign in procedure 簽到程序13. sign out procedure 簽退程序14. guest room amenities & supplies set-up 客用品配放15. “do not distribute” procedure for rooms 房間“請(qǐng)勿打擾”程序 16. clean room procedure清潔房間程序17. how to clean electric kettle怎樣清潔電水壺.18. how to clean the glasses怎樣清潔玻璃杯19. how to clean ice bucket 怎樣清潔冰桶20. how to change pillow case 怎樣更換枕套21. how to remove laundry wooden boxes / hangers 撤出送衣籃及衣架22. reporting to the guest floor 到樓層報(bào)到23. how to make up bed 怎樣做床24. how to clean the bath room floor 怎樣清潔浴室地板25. how to clean the mini bar 怎樣清潔小酒吧26. how to dust the furniture 怎樣給家具擦塵27. how to clean the mirror 怎樣清潔鏡子28. how to clean the bath tub 怎樣清潔浴缸29. how to clean shower room 怎樣清潔淋浴間30. how to clean the bath room wall 怎樣清潔浴室墻面31. how to clean the vanity top and hand basin 怎樣清潔面臺(tái)和面盆32. how to clean / polish the bathroom fittings 怎樣清潔和拋光浴室電鍍配件33. how to clean the toilet bowl 怎樣清潔馬桶34. how to vacuum the carpet 怎樣給地毯吸塵35. how to clean the telephone set 怎樣清潔電話機(jī)36. how to handle wake up call 怎樣處理叫醒服務(wù)37. guest shoe shine service 擦鞋服務(wù)38. safe deposit box needs to be opened in checked out guest room 當(dāng)客人離店后要檢查保險(xiǎn)箱必須打開 39. how to handle the left guest room vine card 怎樣處理無用的客房鑰匙卡40. extra bed and baby cot procedure 加床和嬰兒床處理程序41. guest laundry pick up during room check 查房同時(shí)收取客衣42. guest laundry pick up requirement via receiving call 客人電話要求收取洗衣43. fold towel 毛巾的折疊44. how to remove room service basket 怎樣撤出送餐的餐具45. how to clean guest floor corridor 怎樣清潔走廊 46. how to assist guest with luggage/parcel 怎樣協(xié)助運(yùn)送客人行李47. mini-bar consumption check 小酒吧消耗檢查48. mini-bar daily replenishment 每日補(bǔ)充小酒吧49. how to handle “open door” request 怎樣處理開房門的請(qǐng)求50. breakage, loss and damage procedure 遺失損壞處理程序51. how to check guest floor corridor 如何檢查走廊52. how to inspect bathroom 如何檢查衛(wèi)生間53. care and handling of guests belongings 小心照看客人財(cái)產(chǎn)54. returning keys and worksheet 交還鑰匙和工作表55. check into housekeeping office 在客房部辦公室報(bào)到56. vacuum carpet after washed 洗過地毯后的吸塵57. how to escort guest to elevator 怎樣護(hù)送客人至電梯58. cleaning chemical using in housekeeping 客房部常用的清潔劑59. how to polish wooden surface 如何給木制表面拋光60. how to use and clean a vacuum cleaner 如何使用和清理吸塵器61. guest laundry emergency 緊急洗衣 62. super clean program超級(jí)清潔程序63. one entry room system一次進(jìn)入房間64. zero room defects 零缺陷的房間65. turn down service 開床服務(wù)public area 公共區(qū)域66 push brush sweeping 掃地67 dust mopping 推塵68 wet mopping 濕拖69 wall washing by hand 手工洗墻壁70 how to clean the a/c grill 怎樣清潔空調(diào)口71 how to shampoo carpet - extraction 抽洗地毯72 how to clean upholstery fabric 怎樣清潔沙發(fā)及軟包墻面73 how to clean wall-paper 怎樣清潔墻紙74 cleaning of office 清潔辦公室75 cloak room procedure 衣帽間的程序76 staircase cleaning 清潔樓梯77 how to clean windows 怎樣清潔窗戶78 stone floor scrubbing 擦洗石制地面79 locker room cleaning 更衣室的清潔80 how to polish wooden surface 如何給木制表面拋光81 how to use and clean a vacuum cleaner 如何使用和清理吸塵器82 dry foam shampoo on carpet 干洗地毯83 cleaning of outlets 各餐飲場(chǎng)所的清潔84 inspection of back of house 后區(qū)的檢查85 cleaning of lobby 大堂的清潔86 pa. store room pa的倉庫87 cleaning supplies and equipment return 返還清潔用品及設(shè)備88 how to clean urinal bowel 怎樣清潔小便池89 how to polish brass 怎樣給銅器拋光90 how to clean skid proof and dustproof pad 如何清潔防滑墊及防塵墊91 how to crystallization for marble floor 怎樣給大理石地面做晶面處理92 how to maintain and clean leather surface 如何保養(yǎng)和清潔皮革表面93 how to clean telephone 怎樣清潔電話94 cleaning of pantry/store room 清潔工作間和儲(chǔ)藏室95 washroom care 公共衛(wèi)生間的清潔96 check into public area service associates pa員工報(bào)道的檢查97 prepare daily work allocation 準(zhǔn)備日常工作分配98 lobby inspection 大堂的檢查99 inspection of lifts 檢查電梯100 inspection of restroom 檢查洗手間101 inspection of outlets 檢查各餐飲場(chǎng)所102 inspection of back stairs 檢查后樓梯103 inspection of pantry/store room 檢查工作間及儲(chǔ)藏室uniform department 制服室 104 guest laundry check檢查客衣106. how to handle discrepancy如何處理差異107. damage laundry confirmation確認(rèn)破損108. guest laundry deposit service客衣存放服務(wù)109. how to handle guest laundry express and pressing service.如何處理加快服務(wù)及熨燙服務(wù)110. guest laundry delivering返還客衣111. d.n.d room guest laundry serviced.n.d房間客人洗衣服務(wù)112. guest complaining handling處理客人投訴 housekeeping policies & procedures manual客房部 - 制度和流程指南subject:grooming and appearance主題：儀表儀容ref: 參考號(hào)：rms- hskp-sop-001prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的maintain a clean, tidy and fresh appearance during your work.在你的工作中保持干凈，整齊，清新的外貌procedures 流程-keep clean and be optimistic during work time. 在工作時(shí)間保持干凈及樂觀的態(tài)度-make self-check and grooming check at any time. 隨時(shí)進(jìn)行儀表儀容的自我檢查-wear tidy uniform with all buttons buttoned up. pay attention not to roll up cuffs or sleeves. 穿系好紐扣的整齊的制服，不能挽起衣袖-change the uniform in time if it is stained, crumpled, dirty or smelly. 及時(shí)更換有污漬，褶皺，臟的，有異味的制服-wear your name tag correctly with your uniform, the name tag is part of your uniform. 將名牌別在制服正確的位置，名牌也是制服的一部分-pay attention that uniform has no damages. 留意制服不要有破損-wear shoes and socks as issued: 穿規(guī)定的鞋襪-black shoes and black socks for male. 男士穿黑鞋黑襪-black shoes and neutral color stockings for female. 女士穿黑鞋肉色長襪-check your shoes: shoes should be clean, polish and in good condition. 檢查你的鞋：是否干凈，光亮，并處于完好狀態(tài)-check your socks and stockings: they should be clean, odor free and no holes. 檢查你的襪子：是否干凈，無異味和破洞-check your uniform: it should be clean, well pressed and have no tears or damage, no missing buttons. 檢查你的制服：是否干凈，熨燙整齊，無破損或紐扣丟失housekeeping policies & procedures manual客房部 - 制度和流程指南subject: check uniform and how to grooming standardsgroomingandappearance主題：制服檢查及儀表儀容標(biāo)準(zhǔn)ref: 參考號(hào)：rms- hskp-sop-002prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的ensure that our staff always maintains a good appearance during work make sure standards are followed at all times.確保我們的員工在任何工作時(shí)間內(nèi)保持良好的儀表儀容procedures 流程-supervisor have to check their associates uniform and grooming in the briefing and conduct spot checks any time during the day during work主管在例會(huì)時(shí)需檢查他們員工的制服和儀表儀容，并在工作時(shí)間隨時(shí)抽查standards標(biāo)準(zhǔn)-the uniform pressed without stains, tears and odor制服熨燙整齊，無污漬，破損，異味-button up all buttons系上所有紐扣-dont roll up sleeves, to change if the uniform does not fit不要卷起袖口，如果不合適就去更換-wear name tag correctly.正確的佩戴名牌-black shoes and socks for male black shoes and body color socks for female. ensure that shoes and socks are without tears or damage to check grooming and appearances.男士穿著黑色鞋襪，女士穿著黑色鞋子，肉色絲襪。并檢查確保無破損-hair to be combed and brushed for male, the hair should not cover eye brow and the back should not touch collar or be over the ears. 男士頭發(fā)須梳理整齊，前不得過眉，后不得過衣領(lǐng)，鬢角不得蓋過耳朵-make sure arrival at office is 15mins in advance.提前15分鐘到辦公室-for female, long hair should be coiled up at the back wit hairnet, short hair should not cover the shoulders, and all hair pins are to be black in color.女士長發(fā)要用發(fā)網(wǎng)盤起，短發(fā)不過肩，發(fā)卡只限于黑色-nails should be closely trimmed, nail polish is allowed but in natural color only指甲油只限于透明色，并保持光亮和平整-large or hanging earrings are not allowed, bracelet chain is also not allowed. 夸張和懸掛式的耳環(huán)是不允許的，手鐲也是不被允許的-no rings except engagement or marriage ring不可戴戒指，訂婚或結(jié)婚戒指除外-remind associates to check for bad breath.保持口腔無異味-supervisor will also be responsible to spot check pa cleaners uniform, appearance and to correct it at any time during working time主管要在工作時(shí)間隨時(shí)抽查pa員工的制服，儀表-pay particular attention to check if their uniform is worn correctly, such as if any buttons is opened, if the sleeves are rolled up etc檢查制服時(shí)要注意細(xì)節(jié)，例如紐扣沒系好，袖子卷起來等-keep reminding pa cleaners to pay attention to their appearances.提醒pa員工注意他們的外表- housekeeping policies & procedures manual客房部 - 制度和流程指南subject: body language and attitude 主題：肢體語言及態(tài)度ref: 參考號(hào)：rms- hskp-sop-003prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的good and polite manner shows respect to our guests. 良好及禮貌的舉止顯示我們對(duì)客人的尊重procedures 流程- -maintain good manners at any place and at any time when at work, pay attention to your cleanliness. wear your name tag at all times.工作期間在任何時(shí)間，地點(diǎn)保持良好的禮貌，注意個(gè)人清潔，佩戴名牌-do not put your hand into your pockets. 手不要插在兜里-do not lean against the wall at any time. 任何時(shí)間不要倚靠著墻站著-do not smoke, pick teeth, spit or clean your nails in public. 在公共場(chǎng)所不許抽煙，剔牙，吐談或剪指甲-walk quickly but not run. 走路要快，但不要跑-when walking shoulder to shoulder with guests, let guest go first. 當(dāng)與客人并排時(shí)，請(qǐng)客人先走-when talking with guest, be polite and smile.當(dāng)與客人談話時(shí)要有禮貌并保持微笑-maintain a respectful distance with guest when speaking. 與客人談話要保持一定的距離-stand straight, never cross your arms. 要站直，雙臂不能交叉在胸前-maintain eye contact with guest. 保持與客人的眼神接觸-listen earnestly to guest and do not disturb when guest is talking.當(dāng)客人說話時(shí)要認(rèn)真聽，不要隨便打斷。-do not bring bad mood to work. politely provide your best service. 不要帶著情緒工作，要優(yōu)雅的提供你最好的服務(wù) housekeeping policies & procedures manual客房部 - 制度和流程指南subject: how to conduct briefing 主題：怎樣主持例會(huì)ref: 參考號(hào)：rms- hskp-sop-004prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: hotel manager批準(zhǔn)：酒店經(jīng)理date: 日期：2007-08-28objective 目的check and ensure that all required work can be covered in order to meet all standards andensure guest delight to create a good work 檢查并確保所有必需的工作符合標(biāo)準(zhǔn)，確保創(chuàng)造一個(gè)良好的工作環(huán)境procedures 流程-check your associates according to sign-in sheet and schedule. 檢查你的員工是否按時(shí)簽到-greet your associates by saying “ninhao” 問候你的員工“您好”-check each of your associates appearance and grooming . 檢查你每個(gè)員工的儀表儀容-check name tags and correct any standards that are not met. 檢查名牌是否符合標(biāo)準(zhǔn)-take all the necessary reports and log books to conduct the morning briefing. 主持例會(huì)，報(bào)告必要的事項(xiàng)及交接本所記錄事宜-meet associates all together in housekeeping office. 在客房部辦公室跟員工一起會(huì)面-ensure that everyone has a pen to take notes. 確保每個(gè)人用筆記錄下相關(guān)事宜-discuss special tasks for the day. 討論當(dāng)天特別工作安排-discuss guest and vip arrivals and special remarks. 討論預(yù)抵的客人及vip，和特別的注釋-discuss any group arrivals. 交待所有預(yù)抵的團(tuán)隊(duì)事宜-discuss any guests special requests and projects. 交待任何客人特別的要求和計(jì)劃-review guest comments. 回顧客人意見-discuss any problems that arose. 討論任何可引發(fā)的問題-review any follow-up that needs to be done 回顧任何需要跟辦的事項(xiàng)-inform associates of any special events, banquet events, and general hotel events. 告知員工所有事件，宴會(huì)，及常規(guī)的酒店活動(dòng)-before ending the briefing check whether associates has any questions and that they know what to do. 在例會(huì)完畢之前，要問員工是否有問題，及他們是否知道該怎么做-check your associates for clear understanding of assignments. 檢查你的員工是否完全明白他們的工作分配-ask if any thing is unclear. 如果有任何不清楚就問-get feedback or suggestion from your associates. 你的員工要有反饋或建議-report any major concerns to the am. 匯報(bào)主要的顧慮給副經(jīng)理-always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training. 為改進(jìn)工作，經(jīng)常在員工的日常工作區(qū)域進(jìn)行15分鐘以內(nèi)的簡短培訓(xùn) housekeeping policies & procedures manual客房部 - 制度和流程指南subject: communicate with housekeeping department主題： 與客房部溝通ref: 參考號(hào)：rms- hskp-sop-005prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的ensure communication with guest and colleague so as to show our sincerity and respect to him/her.確保訊息傳達(dá)給客人和同事，并表示出我們的真摯和尊敬procedures 流程-housekeeping office takes important role in communicating with guests or among departments. if it does not work well, it will affect service quality, work efficiency and hotel reputation.客房部辦公室在與客人及部門的溝通中扮演極為重要的角色。如果不能運(yùn)作良好的話，將會(huì)直接影響服務(wù)質(zhì)量，工作效率及酒店聲譽(yù)。-when the telephone rings, you should stop all work to answer the telephone (within 3 rings).當(dāng)電話鈴響起時(shí)，你要停止手邊一切工作，在3聲之內(nèi)接起它-when answering the telephone, speak politely: ninhao,this is xxx from housekeeping, may i help you. ” 當(dāng)接起電話時(shí)要說：您好，客房部，我是，有什么可以幫您？-always remember to communicate with other departments via housekeeping office and also to report any special activities.永遠(yuǎn)記住通過客房中心與其他部門聯(lián)系及報(bào)告任何特殊活動(dòng) housekeeping policies & procedures manual客房部 - 制度和流程指南subject: how to greet the guest主題： 怎樣問候客人ref: 參考號(hào)：rms- hskp-sop-006prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的show your great respect and courtesy for the guest.對(duì)客人顯示你的禮貌和尊重procedures 流程see .參照個(gè)人儀表儀容標(biāo)準(zhǔn)-do not fold arms; put hands in pocket when working. stand straight and do not slouch. 不要卷起袖子，或手插兜。站直不要懶懶散散的-greet the guests with smile and in a clear voice & say “ninhao” 微笑著問候客人，用清晰的聲音說“您好”-stop walking or working. 停止走路或工作-smile.微笑-make eye contact with the guest. 跟客人有眼神的接觸-stand straight. 站直-let guest go first. 讓客人先走-to greet the guest by saying“ninhao” use guests name if you know.問候客人要說“您好”盡量稱呼客人姓名 housekeeping policies & procedures manual客房部 - 制度和流程指南subject: dect phone control 主題：客房小靈通電話的管理ref: 參考號(hào)：rms- hskp-sop-007prepare by: director of rooms division 起草：房務(wù)總監(jiān)date: 日期：2007-08-28approved by: general manager批準(zhǔn)：總經(jīng)理date: 日期：2007-08-28objective 目的ensure dect phones for associates have enough functions to provide efficient service. 確保員工的電話功能良好，可以提供有效的服務(wù)procedures 流程-all housekeepings dect phone is kept in the phone cabinet in the housekeeping office. the issue and return of dect phone is overseen by the hskp office coordinator. a daily inventory is required. 所有客房部小靈通電話必須保管在辦公室電話柜里，有文員負(fù)責(zé)發(fā)放和回收，并每天必需盤點(diǎn)-dect phone are issued by the hskp. office coordinator from the housekeeping office when the associates sign-in. 當(dāng)服務(wù)員簽字后，文員才能從辦公室發(fā)放-dect phone issue record is kept together with the attendant sign-in/out sheet. 所有小靈通電話發(fā)放記錄都必須在員工簽到本上-check the dect phone for any damages or malfunction. 檢查小靈通電話的任何損壞或故障-clip on waist belt after receiving the dect phone 收到電話后要?jiǎng)e在腰帶上-dont turn off the dect phone till you are off duty and return it to hskp office. 當(dāng)你上班時(shí)或還回辦公室之前，不許關(guān)掉小靈通電話-do not put inside uniform pocket. 不要將小靈通電話放在制服口袋里-return call immediately when your dect phone is beeping當(dāng)你的小靈通電話響時(shí)，要立即回電話-if the paging is by code message, return call to hskp office after completing the task. to inform the office that the task has been done.如果是密碼短信，當(dāng)完成這個(gè)任務(wù)后，要回復(fù)辦公室，這個(gè)工作已完成-do not turn off the dect phone while on duty. even during duty meal, return call immediately when being paged. 上班時(shí)間不要關(guān)掉小靈通電話，甚至在吃工作餐期間也一樣，如果電話響了，立即回電話-any code messages you cannot do for any reasons, you should return a call to hskp. office immediately to inform and ask for help. 任何原因?qū)е履悴荒苋プ龅拿艽a短信，你可回電給辦公室通知她或?qū)で髱椭?all dect phones are returned to hskp office when off duty. 下班時(shí)還回所有小靈通電話-office coor