酒店客房部標(biāo)準(zhǔn)程序

379/379STANDARDOPERATINGPROCEDURES 標(biāo)準(zhǔn)工作程序HOUSEKEEPINGDEPARTMENT客房部GENERAL總述TaskNo: DescriptionGroomingandAppearance儀表儀容CheckUniformandHowtoGroomingStandards制服檢查及儀表儀容標(biāo)準(zhǔn)Bodylanguageandattitude肢體語言及態(tài)度HowtoConductBriefing如何樣主持例會CommunicatewithHousekeepingDepartment與客房部溝通HowtoGreettheGuest如何樣問候客人DectphoneControl小靈通電話治理OccupationalHealthandSafety職業(yè)健康衛(wèi)生及安全HOUSEKEEPINGOFFICE&GUESTFLOOR客房辦公室及客房服務(wù)9LostandFoundProcedure失物招領(lǐng)程序10.MonthlyLinenInventory月度布草盤點11.MasterKeySignOutProcedure萬能鑰匙簽領(lǐng)程序12.SigninProcedure簽到程序13.SignoutProcedure簽退程序14.GuestRoomAmenities&SuppliesSet-up客用品配放15.“DoNotDistribute”ProcedureforRooms房間“請勿打攪”程序16.CleanRoomProcedure清潔房間程序17.HowtoCleanElectricKettle如何樣清潔電水壺.18.HowtoCleantheGlasses如何樣清潔玻璃杯19.HowtoCleanIceBucket如何樣清潔冰桶20.HowtoChangePillowCase如何樣更換枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣籃及衣架22.ReportingtotheGuestFloor到樓層報到23.Howtomakeupbed如何樣做床24.HowtoCleantheBathRoomFloor如何樣清潔浴室地板25.HowtoCleantheMiniBar如何樣清潔小酒吧26.HowtoDusttheFurniture如何樣給家具擦塵27.Howtocleanthemirror如何樣清潔鏡子28.HowtoCleantheBathTub如何樣清潔浴缸29.HowtoCleanShowerRoom如何樣清潔淋浴間30.HowtoCleantheBathRoomWall如何樣清潔浴室墻面31.Howtocleanthevanitytopandhandbasin如何樣清潔面臺和面盆32.HowtoClean/PolishtheBathroomFittings如何樣清潔和拋光浴室電鍍配件33.HowtoCleantheToiletBowl如何樣清潔馬桶34.HowtoVacuumtheCarpet如何樣給地毯吸塵35.HowtoCleantheTelephoneSet如何樣清潔電話機(jī)36.HowtoHandleWakeupCall如何樣處理叫醒服務(wù)37.GuestShoeShineService擦鞋服務(wù)38.SafeDepositBoxneedstobeopenedinCheckedoutguestroom當(dāng)客人離店后要檢查保險箱必須打開39.HowtoHandletheLeftGuestRoomvinecard如何樣處理無用的客房鑰匙卡40.ExtraBedandBabyCotProcedure加床和嬰兒床處理程序41.GuestLaundryPickupDuringRoomCheck查房同時收取客衣42.GuestLaundryPickupRequirementviaReceivingCall客人電話要求收取洗衣43.FoldTowel毛巾的折疊44.HowtoRemoveRoomServiceBasket如何樣撤出送餐的餐具45.HowtoCleanGuestFloorCorridor如何樣清潔走廊46.HowtoAssistGuestwithLuggage/Parcel如何樣協(xié)助運(yùn)送客人行李47.Mini-barconsumptioncheck小酒吧消耗檢查48.Mini-bardailyreplenishment每日補(bǔ)充小酒吧49.HowtoHandle“OpenDoor”Request如何樣處理開房門的請求50.Breakage,LossandDamageProcedure遺失損壞處理程序51.HowtoCheckGuestFloorCorridor如何檢查走廊52.HowtoInspectBathroom如何檢查衛(wèi)生間53.CareandHandlingofGuest’sBelongings小心照看客人財產(chǎn)54.ReturningKeysandWorksheet交還鑰匙和工作表55.CheckintoHousekeepingOffice在客房部辦公室報到56.Vacuumcarpetafterwashed洗過地毯后的吸塵57.HowtoEscortGuesttoElevator如何樣護(hù)送客人至電梯58.CleaningchemicalusinginHousekeeping客房部常用的清潔劑59.Howtopolishwoodensurface如何給木制表面拋光60.Howtouseandcleanavacuumcleaner如何使用和清理吸塵器61. GuestLaundryEmergency緊急洗衣62.Supercleanprogram超級清潔程序63.OneEntryRoomSystem一次進(jìn)入房間64.ZeroRoomDefects零缺陷的房間65.TurndownService開床服務(wù)PUBLICAREA公共區(qū)域66．Pushbrushsweeping掃地Dustmopping推塵Wetmopping濕拖Wallwashingbyhand手工洗墻壁HowtoCleantheA/CGrill如何樣清潔空調(diào)口Howtoshampoocarpetextraction抽洗地毯HowtoCleanUpholsteryFabric如何樣清潔沙發(fā)及軟包墻面HowtoCleanWall-paper如何樣清潔墻紙CleaningofOffice清潔辦公室CloakRoomProcedure衣帽間的程序Staircasecleaning清潔樓梯Howtocleanwindows如何樣清潔窗戶Stonefloorscrubbing擦洗石制地面Lockerroomcleaning更衣室的清潔Howtopolishwoodensurface如何給木制表面拋光Howtouseandcleanavacuumcleaner如何使用和清理吸塵器Dryfoamshampoooncarpet干洗地毯Cleaningofoutlets各餐飲場所的清潔Inspectionofbackofhouse后區(qū)的檢查Cleaningoflobby大堂的清潔PA.StoreroomPA的倉庫Cleaningsuppliesandequipmentreturn返還清潔用品及設(shè)備Howtocleanurinalbowel如何樣清潔小便池Howtopolishbrass如何樣給銅器拋光Howtocleanskidproofanddustproofpad如何清潔防滑墊及防塵墊Howtocrystallizationformarblefloor如何樣給大理石地面做晶面處理Howtomaintainandcleanleathersurface如何保養(yǎng)和清潔皮革表面Howtocleantelephone如何樣清潔電話Cleaningofpantry/storeroom清潔工作間和儲藏室WashroomCare公共衛(wèi)生間的清潔CheckintopublicareaserviceassociatesPA職員報道的檢查Preparedailyworkallocation預(yù)備日常工作分配Lobbyinspection大堂的檢查Inspectionoflifts檢查電梯Inspectionofrestroom檢查洗手間Inspectionofoutlets檢查各餐飲場所Inspectionofbackstairs檢查后樓梯Inspectionofpantry/storeroom檢查工作間及儲藏室UNIFORMDEPARTMENT制服室GuestLaundryCheck檢查客衣106.Howtohandlediscrepancy如何處理差異107.DamageLaundryConfirmation確認(rèn)破損108.GuestLaundryDepositService客衣存放服務(wù)109.Howtohandleguestlaundryexpressandpressingservice.如何處理加快服務(wù)及熨燙服務(wù)110.Guestlaundrydelivering返還客衣111.D.N.DRoomGuestLaundryServiceD.N.D房間客人洗衣服務(wù)112.Guestcomplaininghandling處理客人投訴 Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:GROOMINGANDAPPEARANCE主題：儀表儀容Ref:參考號：RMS-HSKP-SOP-001Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Maintainaclean,tidyandfreshappearanceduringyourwork.在你的工作中保持潔凈，整齊，清新的外貌PROCEDURES流程-Keepcleanandbeoptimisticduringworktime.在工作時刻保持潔凈及樂觀的態(tài)度-Makeself-checkandgroomingcheckatanytime.隨時進(jìn)行儀表儀容的自我檢查-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.穿系好紐扣的整齊的制服，不能挽起衣袖-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.及時更換有污漬，褶皺，臟的，有異味的制服-Wearyournametagcorrectlywithyouruniform,thenametagispartofyouruniform.將名牌不在制服正確的位置，名牌也是制服的一部分-Payattentionthatuniformhasnodamages.留意制服不要有破損-Wearshoesandsocksasissued:穿規(guī)定的鞋襪-Blackshoesandblacksocksformale.男士穿黑鞋黑襪-Blackshoesandneutralcolorstockingsforfemale.女士穿黑鞋肉色長襪-Checkyourshoes:shoesshouldbeclean,polishandingoodcondition.檢查你的鞋：是否潔凈，光亮，并處于完好狀態(tài)-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.檢查你的襪子：是否潔凈，無異味和破洞-Checkyouruniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.檢查你的制服：是否潔凈，熨燙整齊，無破損或紐扣丟失Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:CHECKUNIFORMANDHOWTOGROOMINGSTANDARDSGROOMINGANDAPPEARANCE主題：制服檢查及儀表儀容標(biāo)準(zhǔn)Ref:參考號：RMS-HSKP-SOP-002Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.確保我們的職員在任何工作時刻內(nèi)保持良好的儀表儀容PROCEDURES流程-Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringwork主管在例會時需檢查他們職員的制服和儀表儀容，并在工作時刻隨時抽查Standards標(biāo)準(zhǔn)-Theuniformpressedwithoutstains,tearsandodor制服熨燙整齊，無污漬，破損，異味-Buttonupallbuttons系上所有紐扣-Don’trollupsleeves,tochangeiftheuniformdoesnotfit不要卷起袖口，假如不合適就去更換-Wearnametagcorrectly.正確的佩戴名牌-Blackshoesandsocksformaleblackshoesandbodycolorsocksforfemale.EnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingandappearances.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-HairtobecombedandbrushedFormale,thehairshouldnotcovereyebrowandthebackshouldnottouchcollarorbeovertheears.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-MakesurearrivalatOfficeis15minsinadvance.提早15分鐘到辦公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.女士長發(fā)要用發(fā)網(wǎng)盤起，短發(fā)只是肩，發(fā)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.夸張和懸掛式的耳環(huán)是不同意的，手鐲也是不被同意的-Noringsexceptengagementormarriagering不可戴戒指，訂婚或結(jié)婚戒指除外-Remindassociatestocheckforbadbreath.保持口腔無異味-SupervisorwillalsoberesponsibletospotcheckPACleaner’suniform,appearanceandtocorrectitatanytimeduringworkingtime主管要在工作時刻隨時抽查PA職員的制服，儀表-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttonsisopened,ifthesleevesarerolledupetc檢查制服時要注意細(xì)節(jié)，例如紐扣沒系好，袖子卷起來等-KeepremindingPACleanerstopayattentiontotheirappearances.提醒PA職員注意他們的外表-Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:BODYLANGUAGEANDATTITUDE主題：肢體語言及態(tài)度Ref:參考號：RMS-HSKP-SOP-003Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Goodandpolitemannershowsrespecttoourguests.良好及禮貌的舉止顯示我們對客人的尊重PROCEDURES流程--Maintaingoodmannersatanyplaceandatanytimewhenatwork,payattentiontoyourcleanliness.Wearyournametagatalltimes.工作期間在任何時刻，地點保持良好的禮貌，注意個人清潔，佩戴名牌-DonotputyourhandintoyourPockets.手不要插在兜里-Donotleanagainstthewallatanytime.任何時刻不要倚靠著墻站著-Donotsmoke,pickteeth,spitorcleanyournailsinpublic.在公共場所不許抽煙，剔牙，吐談或剪指甲-Walkquicklybutnotrun.走路要快，但不要跑-Whenwalkingshouldertoshoulderwithguests,letguestgofirst.當(dāng)與客人并排時，請客人先走-Whentalkingwithguest,bepoliteandsmile.當(dāng)與客人談話時要有禮貌并保持微笑-Maintainarespectfuldistancewithguestwhenspeaking.與客人談話要保持一定的距離-Standstraight,nevercrossyourarms.要站直，雙臂不能交叉在胸前-Maintaineyecontactwithguest.保持與客人的眼神接觸-Listenearnestlytoguestanddonotdisturbwhenguestistalking.當(dāng)客人講話時要認(rèn)真聽，不要隨便打斷。-Donotbringbadmoodtowork.Politelyprovideyourbestservice.不要帶著情緒工作，要優(yōu)雅的提供你最好的服務(wù)Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOCONDUCTBRIEFING主題：如何樣主持例會Ref:參考號：RMS-HSKP-SOP-004Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:HotelManager批準(zhǔn)：酒店經(jīng)理Date:日期：2009-07-28OBJECTIVE目的CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodwork檢查并確保所有必需的工作符合標(biāo)準(zhǔn)，確保制造一個良好的工作環(huán)境PROCEDURES流程-CheckyourassociatesaccordingtoSign-insheetandschedule.檢查你的職員是否按時簽到-Greetyourassociatesbysaying“NinHao”問候你的職員“您好”-Checkeachofyourassociatesappearanceandgrooming.檢查你每個職員的儀表儀容-Checknametagsandcorrectanystandardsthatarenotmet.檢查名牌是否符合標(biāo)準(zhǔn)-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.主持例會，報告必要的事項及交接本所記錄事宜-Meetassociatesalltogetherinhousekeepingoffice.在客房部辦公室跟職員一起會面-Ensurethateveryonehasapentotakenotes.確保每個人用筆記錄下相關(guān)事宜-Discussspecialtasksfortheday.討論當(dāng)天特不工作安排-DiscussguestandVIParrivalsandspecialremarks.討論預(yù)抵的客人及VIP，和特不的注釋-Discussanygrouparrivals.交待所有預(yù)抵的團(tuán)隊事宜-Discussanyguest’sspecialrequestsandprojects.交待任何客人特不的要求和打算-Reviewguestcomments.回憶客人意見-Discussanyproblemsthatarose.討論任何可引發(fā)的問題-Reviewanyfollow-upthatneedstobedone回憶任何需要跟辦的事項-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.告知職員所有事件，宴會，及常規(guī)的酒店活動-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.在例會完畢之前，要問職員是否有問題，及他們是否明白該如何做-Checkyourassociatesforclearunderstandingofassignments.檢查你的職員是否完全明白他們的工作分配-Askifanythingisunclear.假如有任何不清晰就問-Getfeedbackorsuggestionfromyourassociates.你的職員要有反饋或建議-ReportanymajorconcernstotheAM.匯報要緊的顧慮給副經(jīng)理-Alwayspickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.為改進(jìn)工作，經(jīng)常在職員的日常工作區(qū)域進(jìn)行15分鐘以內(nèi)的簡短培訓(xùn)Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:COMMUNICATEWITHHOUSEKEEPINGDEPARTMENT主題：與客房部溝通Ref:參考號：RMS-HSKP-SOP-005Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Ensurecommunicationwithguestandcolleaguesoastoshowoursincerityandrespecttohim/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-HousekeepingOfficetakesimportantroleincommunicatingwithguestsoramongdepartments.Ifitdoesnotworkwell,itwillaffectservicequality,workefficiencyandhotelreputation.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。假如不能運(yùn)作良好的話，將會直接阻礙服務(wù)質(zhì)量，工作效率及酒店聲譽(yù)。-Whenthetelephonerings,youshouldstopallworktoanswerthetelephone(within3rings).當(dāng)電話鈴響起時，你要停止手邊一切工作，在3聲之內(nèi)接起它-Whenansweringthetelephone,speakpolitely:NinHao,ThisisxxxfromHousekeeping,mayIhelpyou.”當(dāng)接起電話時要講：您好，客房部，我是×××，有什么能夠幫您？-AlwaysremembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永久記住通過客房中心與其他部門聯(lián)系及報告任何專門活動Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOGREETTHEGUEST主題：如何樣問候客人Ref:參考號：RMS-HSKP-SOP-006Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Showyourgreatrespectandcourtesyfortheguest.對客人顯示你的禮貌和尊重PROCEDURES流程See<Groomingandpersonalhygiene>.參照個人儀表儀容標(biāo)準(zhǔn)-Donotfoldarms;puthandsinpocketwhenworking.Standstraightanddonotslouch.不要卷起袖子，或手插兜。站直不要懶懶散散的-Greettheguestswithsmileandinaclearvoice&say“NINHAO”微笑著問候客人，用清晰的聲音講“您好”-Stopwalkingorworking.停止走路或工作-Smile.微笑-Makeeyecontactwiththeguest.跟客人有眼神的接觸-Standstraight.站直-Letguestgofirst.讓客人先走-Togreettheguestbysaying“NINHAO”Useguest’snameifyouknow.問候客人要講“您好”盡量稱呼客人姓名Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:DECTPHONECONTROL主題：客房小靈通電話的治理Ref:參考號：RMS-HSKP-SOP-007Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.確保職員的電話功能良好，能夠提供有效的服務(wù)PROCEDURES流程-Allhousekeeping’sdectphoneiskeptinthephonecabinetintheHousekeepingoffice.TheissueandreturnofdectphoneisoverseenbytheHSKPOfficecoordinator.Adailyinventoryisrequired.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-DectphoneareissuedbytheHSKP.OfficecoordinatorfromthehousekeepingofficewhentheAssociatessign-in.當(dāng)服務(wù)員簽字后，文員才能從辦公室發(fā)放-Dectphoneissuerecordiskepttogetherwiththeattendantsign-in/outsheet.所有小靈通電話發(fā)放記錄都必須在職員簽到本上-Checkthedectphoneforanydamagesormalfunction.檢查小靈通電話的任何損壞或故障-Cliponwaistbeltafterreceivingthedectphone收到電話后要不在腰帶上-Don’tturnoffthedectphonetillyouareoffdutyandreturnittoHSKPOffice.當(dāng)你上班時或還回辦公室之前，不許關(guān)掉小靈通電話-Donotputinsideuniformpocket.不要將小靈通電話放在制服口袋里-Returncallimmediatelywhenyourdectphoneisbeeping當(dāng)你的小靈通電話響時，要立即回電話-Ifthepagingisbycodemessage,returncalltoHSKPofficeaftercompletingthetask.ToinformtheOfficethatthetaskhasbeendone.假如是密碼短信，當(dāng)完成那個任務(wù)后，要回復(fù)辦公室，那個工作已完成-Donotturnoffthedectphonewhileonduty.Evenduringdutymeal,returncallimmediatelywhenbeingpaged.上班時刻不要關(guān)掉小靈通電話，甚至在吃工作餐期間也一樣，假如電話響了，立即回電話-Anycodemessagesyoucannotdoforanyreasons,youshouldreturnacalltoHSKP.Officeimmediatelytoinformandaskforhelp.任何緣故導(dǎo)致你不能去做的密碼短信，你可回電給辦公室通知她或?qū)で箨P(guān)心-AlldectphonesarereturnedtoHSKPofficewhenoffduty.下班時還回所有小靈通電話-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertothenextshiftOfficecoordinator.文員必須清點每個班次的小靈通電話，同時要交接給下一個班次的文員-Makesurenodectphonesisreturnedwithdamages.確定沒有還回的小靈通電話是損壞的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator所有小靈通電話的缺陷故障要匯報給文員-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDeptManager.假如小靈通電話不能工作，文員要聯(lián)系總機(jī)主管-Anydectphonesthataresentoutforrepairshouldbenoted.所有送去維修的電話必須記錄-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.通常在放置小靈通電話的地點，須有記錄遺失電話的日期和情況的記錄Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:OccupationalHealthandSafety主題：職業(yè)健康衛(wèi)生及安全Ref:參考號：RMS-HSKP-SOP-008Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Takecareyourhealthandsafetyfirst健康安全第一PROCEDURES流程-Readandunderstandtheinstructionofallkindschemical閱讀和理解所有類型的藥劑-Besureyouunderstandandhowtouseproduct確保你明白和如何使用-Alwaystrylittleareatoseetheeffect永久先試一點的區(qū)域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor萬一不慎入眼，立即清水沖洗并看大夫-Donotbarehandtousestrongchemical.e.g.“RustGo”(akindofstrongchemicaltoremovetheyellowmark)..不要裸手使用比較厲害的藥劑，如“RustGo”（一種強(qiáng)去漬劑，去除黃斑的）Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:LOSTANDFOUNDPROCEDURE主題：失物招領(lǐng)程序Ref:參考號：RMS-HSKP-SOP-009Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest統(tǒng)一治理失物招領(lǐng)，確?？腿素敭a(chǎn)安全顯示出我們對客人的尊重PROCEDURES流程AnyLostandFounditemistoturnedintotheHousekeepingofficeimmediately.任何失物必須及時交道客房部辦公室-HousekeepingOfficeisresponsiblefortheadministrationofallLostandFound客房部辦公室負(fù)責(zé)治理所有失物招領(lǐng)事宜-AnythinginaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何離店房被發(fā)覺有遺留物品時必須立即給客房部辦公室打電話，客人也許會隨時來詢問-HousekeepingDepartmentclerkshouldrecorditontheL&Frecordsheet.文員必須如實記錄在相關(guān)單據(jù)上-Handitoverwhileyougoforlunch.Neverputanyfounditematthepantry.當(dāng)你吃飯時遺留物品要做交接，千萬不要隨便放在工作間-WhenturningintheLostandFound,pleasenotetheaccurateplaceorroomnumberwhereitemisfound.Pls.signontheL&Fsheetforacknowledgement,handovertheitemtoOffice.上繳遺留物品時要寫清正確的房號或位置，并簽字確認(rèn)，在交接給辦公室-Don’tleaveanyLostandfounditemonthefloorpantryorinotherlocations.AllitemsmustbeturnedintotheHousekeepingOfficeatyourlunchtimeorwheneveryougodowntoOffice.不要有任何遺留在樓層工作間或其他地點，所有失物必須及時上交，你能夠在吃飯的時候帶到辦公室或當(dāng)你有事去辦公室的時候帶下來。-IfyouhaveanyquestionsaboutLostandFound,youshouldcontactyourSupervisorrightaway.假如你對失物招領(lǐng)有任何疑問，你能夠立即聯(lián)系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheLostandFoundlogbook,thelogbookincludesthedate,theplace,guest’sname,thearticle’snameandthefinderforallitems.為了處理詢問和方便定位，客房部治理人員有責(zé)任制定失物招領(lǐng)登記簿，內(nèi)容包括：日期，地點，客人姓名，物品名稱，和發(fā)覺人-Alldetailsmustberecordeddownrightawayaftershe/hereceivescallfromGuestAssistantManagerofreporting當(dāng)他/她收到來自值班經(jīng)理的電話時要匯報所有的被記錄下來的細(xì)節(jié)-RegisteralltheinformationintheLostandFoundformandattachedittothebag.Payattentiontoattachitsecurelytoavoidlosingit.登記所有的訊息在失物招領(lǐng)單上，并附在裝物品的袋子上，要注意的是系牢固不要丟失。-Alsoenterallinformationinthecomputersystemtoassistwithguestinquiries.同樣也要把所有訊息錄入電腦系統(tǒng)，以便協(xié)助客人查尋-Toensurethesafetyoftheguestbelongings,valuablearticlessuchascash,wallets,cameras,etc.shouldbestoredinthesafeinDutyManagerofFrontDesk.確?？腿素敭a(chǎn)安全，貴重物品如現(xiàn)金，鈔票包，相機(jī)等，要存在前臺的保險箱內(nèi)-Ensurethecleanlinessofguest’sclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.確?？腿艘挛锏那鍧?，能夠?qū)⑺鼈兘幌匆路肯礈?OfficeAdministrative辦公室行政治理AssociateofeveryshiftshouldsubmittheLostandFoundinthestoreroomwithinthatday.LostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldbeplacedintheLostandFoundstoreroom.任何班次的職員要在當(dāng)天交遺留物，遺留物品不許在辦公室無人照看，應(yīng)存入失物招領(lǐng)庫房-Payattentiontoplaceitemsbasedontheorderofthedate.注意排放物品要按照日期-WhenguestsclaimthelostItems,theAdministrativeAssociateshouldinquireabouthetime,theplace,andthecharacteristicsofthelostitem.當(dāng)客人要認(rèn)領(lǐng)失物時，相關(guān)負(fù)責(zé)人員要查問他時刻，地點，及物品特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人認(rèn)領(lǐng)物品時要出示身份證或護(hù)照，并禮貌的請他簽收，見失物招領(lǐng)單。-Ifguestsstayinthehotel,youcaninformtheFrontOfficeAdministrativeAssociatetosendtheLostandFoundtotheguests’room,andthestandardprocedureisrequired.假如客人仍在店，你可通知前廳治理人員將物品送交客人房間，那個標(biāo)準(zhǔn)程序是必須的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheguest’sidentitycardandpassport.當(dāng)有人要替領(lǐng)時，就要原物主的傳真，信，或書面托付書，包括原物主的身份證或護(hù)照的復(fù)印件-IftheguestcallstosendtheLostandFound,youshouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistantExecutiveHousekeeper.假如客人要求寄回失物，告知客人請客人發(fā)傳真要求酒店寄回物品，自付郵費(fèi)及郵寄詳細(xì)地址，聯(lián)系電話及信用卡號并鉗子確認(rèn)，然后通知助理行政總管-Toensurethesafetyofguestbelongings,AssistantExecutiveHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.為確?？腿素敭a(chǎn)安全，服務(wù)總監(jiān)直接負(fù)責(zé)所有貴重物品-Openfood/drink/alcoholitemsaretobedisposed.處理開封的食品，酒水類物品-Distributealltheunclaimedarticlestothefinderafterthreemonths.無人認(rèn)領(lǐng)的物品在3個月后發(fā)還拾到者Distributeallthefoodaood/drink/alcoholitemstothefinderafterthreedays.未開封的食品類物品無人認(rèn)領(lǐng)在3天后發(fā)還拾道者-AdministrativeAssociateofHousekeepingDepartmentshouldkeeptherecordonfile.客房部相關(guān)人員要保持記錄-AllassociateswilltakegatepasswiththeLostandFounditemwhenremovingitfromthehotel.發(fā)還的物品拿出酒店時要有保安部及客房部經(jīng)理簽字的出門條-CongenerhotelproductwillnotbetreatedasL&Fitem.跟酒店相同的物品不能被當(dāng)作失物招領(lǐng)處理Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:MONTHLYLINENINVENTORY主題：月度布草盤點Ref:參考號：RMS-HSKP-SOP-010Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.確保盤點的準(zhǔn)確性，保證酒店有正常運(yùn)作的周轉(zhuǎn)量，支持前線職員給客人提供中意的服務(wù)PROCEDURES流程-ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.盤點前要提早一周發(fā)出備忘錄給相關(guān)部門，包括時刻，地點，相關(guān)區(qū)域，路線。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.客房布草盤點每月一次，餐飲布草盤點每季一次-Nodirtyonesagainstcleanonesexchangeprogramwillbeconductedduringtheinventoryperiod.盤點期間不要進(jìn)行布草換領(lǐng)工作-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevarioustypelinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerorSupervisorofeachoutletmustbeonsiteduringthewholeprocess.布草房職員將分不檢查每個餐廳場所，在檢查時刻內(nèi)相關(guān)餐廳要將不同規(guī)格的布草（潔凈和臟的）分門不類存放整齊，餐廳副理或主管要全程參與-Associateisrequiredtofillupwiththeinventoryformagainstthephysicallinenfigureandtypeineveryguestroomaccordingtotheitemsontheform.職員要依照每間客房布草的種類，數(shù)量真實的填寫盤點表-Attheendoftheduty,associateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethepantry.下班前職員必須點數(shù)出工作間存放布草的真實數(shù)字和種類-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominchargebeforeoffduty.主管下班前收集好所有盤點樓層的盤點表遞交給布草房核數(shù)-Duringtheinventorytakingperiod,nolinenshouldbeChanged.在布草盤點期間，不要發(fā)放更換任何布草-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必須在盤點餐飲或客房布草后完成所有布草的計算工作-AseparatereportrecordedthefigureofF&Blinen&guestroomlineninventorytakingshouldbecompiledwithin3daysaftertheactivity.當(dāng)盤點完成后3天內(nèi)要將各項數(shù)據(jù)匯編完成-CccopiestoFinanceandconcerneddepartmenthead附件抄送財務(wù)部及相關(guān)部門Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:MASTERKEYSIGNOUTPROCEDURE主題：萬能鑰匙簽領(lǐng)程序Ref:參考號：RMS-HSKP-SOP-011Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Ensurethesafetyofthekeysandguest’sbelongingstoshowourcareandrespect.確保鑰匙和客人財產(chǎn)安全，顯示我們的關(guān)注和重視PROCEDURES流程-SupervisorandAttendanttakethefloormasterkeywhensigningatwork,Officecoordinatorisresponsiblefordistribution.主管和服務(wù)員在開始上班時領(lǐng)取鑰匙，文員負(fù)責(zé)鑰匙的發(fā)放-KeymustbehandedoutaftersignaturehasbeenverifiedbyOfficecoordinator.文員必須核實完相關(guān)人員簽字后，才能發(fā)放其鑰匙-Officecoordinatoronlyhandlesoneassociateatonetime.文員只能給職員一個一個的發(fā)放鑰匙-Markcorrectrecordinthelogbookincludingthefloorno.dateandsignature.Nooneelsecantakethemasterkeyexceptafterhavingsignedout.在登記本上正確記錄，包括樓層，日期時刻，簽字，不簽字不能拿走鑰匙-Placethekeyinthepocketofthetrousersatwork&hookupwiththetrousers/skirt.鑰匙鏈必須用掛勾勾在褲子或裙子上，然后將鑰匙放在兜內(nèi)-Payattentionthatthereisnomagneticorharditemsinthepocket.注意兜內(nèi)不要有帶磁或堅硬的物品-Keyisnotbentorbroken,ifnotinformClerkorSupervisor.鑰匙有斷裂的現(xiàn)象要通知文員或主管-Keymustnotbelenttoanyoneofotherdepartmentsaftertaking.領(lǐng)取鑰匙后不得轉(zhuǎn)借給部門人員-Clerkmustcheckthedistributionaccordingtotherecordaftercompletingthedistribution.文員必須依照鑰匙發(fā)放記錄來檢查鑰匙的分配-Payattentiontokeys’correctdistribution.注意鑰匙被正確的分發(fā)-Lockthekeyboxincaseofloss.為防止丟失，鑰匙柜必須鎖上Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:SIGNINPROCEDURE主題：簽到程序Ref:參考號：RMS-HSKP-SOP-012Prepareby:Housekeeper起草：行政總管Date:日期：2009-07-28Approvedby:GeneralManager批準(zhǔn)：總經(jīng)理Date:日期：2009-07-28OBJECTIVE目的Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.確保正確的職員出勤記錄，并正確的發(fā)放鑰匙PROCEDURES流程Changeintouniform15minutesearliertoensuresufficienttimetoreporttowork.提早15分鐘更換制服，確保有足夠的時刻去報到Checkthecleanlinessandconditionofyouruniform,nospots,damageorloosebuttons.See‘grooming&personalhygiene’參照儀表儀容標(biāo)準(zhǔn)檢查你自己的制服，沒有污漬，破損，或紐扣丟失Men’shairshouldnottouchcollaroryourfaceNosideburns.Women’shairtiedupneatlyNoheavymakeupandnailpolish.Nolongdanglingearrings.Blackc