國際連鎖酒店管家部操作程序 H0507－電梯清潔保養(yǎng)操作程序

1、帝豪花園酒店夢劇院 Royal Garden Hotel Dream House管家部Housekeeping Department標準操作程序STANDARD OPERATION PROCEDURE國際酒店管理手冊International Hotel Management Handbook了解個人服務提供者（管家）這個行業(yè)The profession of a service provider (Butler)歡迎了解這個非常古老而又受尊敬的行業(yè)，這個行業(yè)使得許多人的生活發(fā)生了改變！ Welcome to the world of a very old and highly respect

2、ed profession, that makes a difference in many persons life!“管家”這個詞來源于法語“bouteiler”，意思是裝瓶商，但是據說在圣經中也提到過這個詞。The word butler come from the French term for bottler for bottler bouteiler. But according to an old dictionary entry it was even mentioned in the Bible!管家或者說服務提供者在家庭、酒店、或私人游艇中起到舉足輕重的作用，他領導者一個由

3、專業(yè)人士組成的團隊，不僅給雇主或者客人提供超出其預期的個性化服務，而且保證提供服務的人更加機敏，具有更完備的知識與信息。Basically a butler, the Personal Service Provider, is a key element in a household, hotel, or private yacht, heading a team of professionals that delivers a level of personalized service that exceeds not only the expectations of the employe

4、r or guest, but will secure a more sensitive and better informed service.操作程序Operate Procedure 部門Department: 夢劇院Dream House 分部門Section: 營運管事部The operation takes care of the department負責人Reports To: 管事主管Take care of the supervisor文件號Documents NO.: RDH-H0507文件主題DocumentsSubject:電梯清潔保養(yǎng)操作程序The bathroom

5、sweeps to operate the procedure 文件目的DocumentsGoal: 為了規(guī)范電梯清潔保養(yǎng)操作程序，使員工能按程序要求服務質量，營造管事部良好的工作環(huán)境和優(yōu)質的服務氛圍，以進一步樹立夢劇院整體形象及提高服務品牌效應，特擬定此電梯清潔保養(yǎng)操作程序。制定/更新于Reviewed By: 2006年05月18日 May. 18th, 2006程序內容Procedures Content: A. 將電梯輪流停止運行，開始清掃。B. 把“暫停服務”牌放于電梯門前，以示工作進行中。C. 打開電梯控制箱，按動暫停按鈕，使電梯停止運行。D. 把不銹鋼清潔劑噴在無毛絨的布上，均勻

6、地擦在電梯箱內不銹鋼表面，鉑金表面用微濕抹布擦拭即可。用玻璃清潔劑清潔玻璃表面，整體要求達到光潔明亮，無手印、灰塵及污跡的效果。E. 用家具清潔蠟清潔天花及木器裝飾部分。F. 用吸塵機吸邊角位和電梯門軌的灰塵，再用清潔蠟清潔和抹干凈。G. 地面干后裝上地腳保護板進行打蠟拋光，地面大理石噴磨均勻，拋光的光亮度要高。H. 按動按鈕，關上電梯門，用無毛絨的微濕抹布擦鉑金電梯門。I. 把控制按鈕恢復原位，關上控制箱，恢復電梯正常運行。 制定人 Prepared By 批準人Approved By 日期 Date 此操作程序的內容將根據夢劇院實際的要求定期進行更新。The content of this

7、 Operate Procedure will be reviewed on a regular basis to incorporate any new responsibilities which reflect the Dream House business requirements.酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經辦開業(yè)、入職、招聘、設計、程序、標準、SOP附件：酒店各部門英文縮寫總經理辦公室:GM 人力資源部:HR 財務部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場傳訊部MC

8、酒店各職位英文縮寫GM-GENERAL MANAGER 總經理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務部總監(jiān) AM-ASSISTANT MANAGER 大堂經理 DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FO-FRONT OFFICE 前廳部 FOM-FRONT OFFICE MANAGER 前廳部經理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務中心 F&B-FOOD&BEVERAGE 餐飲部 ENG-ENGINEERING 工程部 HR-HUMAN RESO

9、URCES 人力資源部FN-FINANCIAL DEPARTMENT 財務部 FC-FINANCIAL CONTROLLER財務總監(jiān) 行政總廚 A.T.K Administrative total kitchen收益管理經理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語 董事長 Board Chairman (Director)董事總經理Managing Director經濟師Economist首席會計師 Chief Accountant總經理General Manager副總經理Deputy

10、General Manager (Vice)駐店經理Resident Manager總經理行政助理Executive Assistant Manager總經理秘書Executive Secretary總經理室Executive Office (G.M office)機要秘書Secretary接待文員Clerk副總經理Vice General Manager總經理助理Assistant to General Manager總經理秘書Secretary to General Manager行政秘書Executive Secretary人力資源部Human Resources Division人事部

11、Personnel Department培訓部Training Department質檢部Quality Inspection Department員工關系部 Staffing Relationship Department人力資源開發(fā)總監(jiān)Director of Human Resources人事培訓經理 P&T Manager人事部經理Personnel Manager培訓部經理Training Manager質檢部經理Quality Inspection Manager人事主任Personnel Officer福利勞資員 Payroll Clerk培訓主任Training Officer行

12、政部主任 Executive Officer秘書Secretary員工事務長 Staff Purser車隊隊長 Driver Captain Chief Driver 員工宿舍管理員 Dormitory Keeper員工餐廳勤雜工 Staff Restaurant Cleaner司機 Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語教師：English Translator & Teacher 市場營銷部Sales & Marketing Division 銷售部Sales Department公關部Public Relation Department市

13、場營銷總監(jiān)Director of Sales and Marketing銷售部經理Director of Sales公關經理Public Relation Manager宴會銷售經理Banquet Sales Manager銷售經理Sales Manager宴會銷售主任Banquet Sales Officer銷售主任Sales Officer高級銷售代表 Senior Sales Executive 銷售代表 Sales Executive 公關代表 P.R. Representative 公關部經理Public Relation Manager公關部主任Public Relation Su

14、pervisor 高級客戶經理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(lián)絡主任Sales Coordinator計劃財務部Finance and Accounting Division財務部Accounting Department成本部Cost-control Department采購部Purchasing Department審計部 Auditor Department 財務總監(jiān)Financial Controller (Director of Finance)財務部經理Chief Accountant成本部經理Cost Cont

15、rol manager結帳經理Cashier Manager信用審計經理Credit Manager采購部經理Purchasing Manager采購部主管Purchasing Officer 總出納Chief Cashier倉儲領班 Store Room Captain營業(yè)點結帳領班F&B Cashier Captain總臺結帳領班F/O Cashier Captain夜審計員 Night Auditor信用管理員Credit Clerk應收款管理員 A/R Clerk往來款結算員Accounting Clerk收入費用結算員 Accounting Clerk成本核算員 Cost Clerk

16、驗貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購員Purchasing Clerk - F&B物資采購員Purchasing Clerk - Material食品保管員Storeroom Keep - F&B物資保管員 Storeroom Keep - Material餐廳收款員 F&B Cashier總臺收款員 F/O Cashier保健部技術經理Health Technical Manager 保健部主管Health supervisor康樂部Recreation and Entertainment Departm

17、ent舞臺總監(jiān)：Stage Performance Director 藝術總監(jiān)：Arts Director消防員：Fireman 拓展部經理：Marketing Manager 樓面經理：Service ManagerDJ部高級工程師：DJ Senior Engineer康樂主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺主任：Stage Performance Supervisor康樂領班(樓面部長)：Captain DJ部長：DJ Captain 舞廳服務員：Waiter/Waitress健身房服務員：Gymnasium Attend

18、ant桌球服務員：Billiard Attendant主持：Preside演員：Actor& Actress服務員：Waiter & WaitressDJ員：DJ咨客：Hostess房務部Room Division前廳部Front Office Department客房部（管家部）Housekeeping Department預訂部Reservation Department賓客關系主任Guest Relation Officer資深銷售中心預訂員Sales Center Senior Reservation Clerk銷售中心主任Sales Center Supervisor禮賓部經理Chi

19、ef Concierge行李員Bellboy女禮賓員Door Girl禮賓司Door Man客房總監(jiān)Director of Housekeeping前廳部經理Front Office Manager前廳部副經理Asst . Front Office Manager 大堂副理Assistant Manager賓客關系經理 Guest Relation Manager禮賓主管Chief Concierge客務主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出租車訂車員Taxi Service Clerk行政管家Executive

20、 Housekeeper行政副管家Assistant Executive Housekeeper房務中心文員Room service Clerk 樓層主管Floor supervisor樓層領班Floor Captain客房服務員Room Attendant洗衣房經理Laundry Manager 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服務中心領班：Service Center Captain 公衛(wèi)領班：PA Captain 水洗領班：Laundry Captain 干洗領班：Dry Clean

21、 Captain 布草領班：Uniforms Captain 倉管員：Store man 清潔工：P.A. Man 客房服務員：Room Attendant 縫紉工：Seamstress 熨燙工：Presser 洗滌工：Washer 餐飲部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department廚房部 Kitchen Department管事部 Steward Department餐飲總監(jiān)F&B Director餐飲部經理F&B Manager西餐廳經理Western R

22、estaurant Manager中餐廳經理Chinese Restaurant Manager咖啡廳經理Coffee Shop Manager餐飲部秘書F&B Secretary領班Captain迎賓員Hostess服務員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長Sous Chef(Chinese Kitchen)西廚師長Sous Chef(Western Kitchen)西餅主管Chief Baker點心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant管事部：Steward D

23、epartment 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會銷售部經理：Banquet Sales Manager 宴會銷售主任：Banquet Sales Officer中餐部經理：Chinese Restaurant Manager西餐部經理：Western Restaurant Manager營業(yè)部經理：Sales Manager酒水部經理：Beverage Manager調酒師：Bartender 酒吧服務員：Barman 咖啡廳主管：Coffee Shop Supervisor 高級主管；Senior Supervisor 領班：Captain 高級服務員：Senior Waiter & Waitress