酒店英語 課件 英文 Orientation of Housekeeping

OrientationofFrontOfficeResponsibilitiesoftheHousekeepingDepartmentHousekeepingisanimportantareainanyaccommodationproperty.Ahousekeepingdepartmentexistsinanypropertythatoffersin-houseaccommodation.ThemainresponsibilitiesoftheHousekeepingDepartmentarelistedasfollowings:

Maintainahighstandardofcleanlinessthroughoutthehoteltoensureguestsatisfaction.

Reportanyrepairsneededaspromptlyaspossible.

Preventsafetyhazardsbyeliminatingconditionsthatcouldcauseinjurytoguestsandfellowworkers.ResponsibilitiesoftheHousekeepingDepartmentPracticesanitationmethodsthatfulfillhealthandlawrequirements.Keepallpublicareascleanandinviting.Furnishadequatesuppliesoflinens,uniforms,cleaningaids,guestitemsandprintedmaterial.Ensurethatallserviceandemployeeareasarekeptcleanandorderly.Keepallcorridorsclean,safeandfreeofobstructionsCleanalllightfixturesandusecorrectwattagelightbulbs.Maintainallequipmentprovided.Keeprecordsnecessaryforefficienthousekeepingoperation.Overseeandkeepaccuraterecordsonlostandfounditems.Controlexpensestoinordertoassistinaprofitableoperation.Promoteproductiveinterandintra-departmentalcommunications.Responsibleforschedulingaccordingtocurrentoccupancylevels.TheroleofhousekeepingWorkingwithinbudgetsandinternalcontrolsystems.Thereisusuallyastrongrelationshipbetweenroomrateschargedforaccommodation,andservicelevelsandstandardsprovided.Generallyspeaking,guestsexpectmorewhentheypaymore,andalsoexpectlesswhentheypayless.Purchasingandreplacingequipmentandsuppliesforservicingguestroomswithinbudgets.Humanresourceactivities,suchasrecruiting,selectingandtrainingstafftoundertakealltherequiredhousekeepingtasks.Cleaningandmaintainingguests’roomsandin-housefacilities,includingpublicareasandoffices.

Providinglaundryservice.Manypropertiesoperatetheirownonpremiselaundry;othervenueswillusetheservicesofanoutsidecommerciallaundry.Theroleofhousekeeping

Ensuringfiresafetyandguestsecurity,usuallyinconjunctionwiththeSecuritystaffatthevenue.HousekeepingstaffmustbefamiliarwiththeEmergencyManagementPlanfortheestablishmentandhaveactivelyparticipatedinevacuationdrillstoenableasuccessfulevacuationoftheentirepremisesshouldaneedarise.

Maintainingguestcomfort.Thepossibilitiesinthiscategorycanbeendlessasallguestsareindividualswithindividualneeds.Theirpersonalcomfortcanrelatetoahugenumberofissues,someofwhichthehousekeepingdepartmentcannotremedyalthoughperhapsanotherdepartmentsuchasReception,MaintenanceorSecuritycan.Inthesecaseshousekeepingmustfunctiontopassguestrequestsetc.ontotherelevantdepartment.HousekeepingServiceHousekeepingServiceStandard:Allassociateswillhaveageneralknowledgeofthehotel,outlets,facilitiesandservices,soguestquestionscanbeansweredcorrectlyandefficiently.Procedures:1.Allassociatesmustknowthehotellayout,locationofoutlets,hoursofoperation,etc.2.Allassociatesmustknowthehotelfloorinformation,floorroomtypes,andfloorroomquantities.3.Correctinformationshouldbegiventoguestswhenquestionsand/orrequestsoccur.HousekeepingServiceProcedures:4.Ifananswerisnotknown,theassociateshouldtakepersonalresponsibilitytofindtheinformationfortheguest.Thefollowingstandardsshouldbeapplied:

a.Greetguestpolitely

b.Answerguestquestions

c.Solveguests’problems

d.Anticipateguests’needs5.TheHousekeepingNoticeBoardshouldalwaysbestudiedinthebeginningofeveryshift.6.ThefollowingabbreviationsusedthroughoutthehotelthatspecificallyrefertotheHousekeepingDepartmentshouldbeknownbyallFloorHousekeepingassociates.UsefulAbbreviationsinHousekeepingDepartmentVCvacantclean 干凈的空房OCoccupiedclean 干凈的住客房VDvacantdirty 臟的空房ODoccupieddirty 臟的住客房D/Ldoublelockeddoor 雙鎖房GRSguestrefusedservice 拒絕服務(wù)OOOoutoforder 修房（大修）OOSoutofservice 維修房D/Odueout 延住房C/Icheckin 入往房C/Ochecko