酒店客房管理流程制度 SP-RM-BU-A018專職管家的客房?jī)?nèi)問(wèn)候

1、國(guó)際酒店客房操作程序手冊(cè)Housekeeping客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國(guó)際酒店客房手冊(cè)International Hotel Room Handbook 酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。除了詳細(xì)了解顧客的最初喜好等，在貼身服務(wù)的過(guò)程中，貼身管家需從多方面仔細(xì)觀察客人的需求，如果提前發(fā)現(xiàn)客人下一步需要什么樣的服務(wù)，需立刻行動(dòng)起來(lái)，讓客人還

2、沒(méi)提出要求就可以享受到貼心的服務(wù)。但是服務(wù)必須靈活，得按照一定的流程和規(guī)律，也要堅(jiān)持原則，首先要衡量已入住的顧客所提出的要求是否合理，如不能違反國(guó)家法律相關(guān)規(guī)定、不能侵犯其他客人的正當(dāng)權(quán)益等；有特殊狀況發(fā)生時(shí)，需逐級(jí)請(qǐng)示，不能擅自向客人許諾或脫離工作范圍。如曾經(jīng)有一位客人要求貼身管家充當(dāng)昆明導(dǎo)游的身份，讓其帶他到昆明各風(fēng)景區(qū)旅游，但貼身管家說(shuō)服客人可以安排專職導(dǎo)游，可以更好地提供專業(yè)和理想的服務(wù)，得到了客人的理解和支持Standard &Procedure上海xxxx大酒店標(biāo)準(zhǔn)與程序Position: Butler職位:專職管家Department: Housekeeping Dept. He

3、ad: 部門：客房部部門經(jīng)理：xxxxGM Approval: Date: 總經(jīng)理批準(zhǔn)：xxxx日期：Task: Butler In Room GreetingCode: RM-BU-A018任務(wù)：專職管家的客房?jī)?nèi)問(wèn)候序號(hào)：RM-BU-A018Standard:Shall there are guests not being greeted and received by Butler in the lobby or on the floor, Butler shall make self-introduction and offer butler services. Butler shall

4、 take this action within 10 minutes after guest enters the room. 標(biāo)準(zhǔn)：專職管家如沒(méi)有在大堂或樓層上問(wèn)候和迎接抵店客人，就需要進(jìn)行客房?jī)?nèi)的自我介紹和提供專職管家服務(wù)。專職管家需在客人進(jìn)入房間后10分鐘內(nèi)完成 這一任務(wù)。Procedures:1. Front Service Room Controller will pre-block arrival rooms whenever possible.2. Butler shall inspect assigned guest room and ensure everything in

5、 the room is ready for occupying. 3. Upon knowing guest already entered the room, Butler shall check with GSA, who escorted guest just now, to see if any services being requested by guest.4. Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver guest s

6、ervice requests. 5. For self-introduction, Butler shall use the following standard phrase:“Mr Jones, I am your Butler John. I am here with your coffee (if it is requested by guest) May I take a few of your minutes time to introduce some features and facilities of your room?”6. If guest wish to have

7、the introduction, Butler shall proceed with reference to S&P RM-BU-A021.7. If arrived guest room is under Do Not Disturb, or not in the room, Butler shall leave a message under guest rooms door to notify guest of your presence. The standard phrase shall be:Dear Mr./Mrs./Dr. (Last Name)Please contact

8、 me when you return(or at your convenience) so that I may introduce myself and familiarize you with room facilities and services. I may be reached by pressing the button marked “Butler” located on your telephone.Your Butler(Your Name)8. Butler shall update guest profile with greeting type In Room Gr

9、eeting for future reference. 程序：1. 前臺(tái)客房控制員將把預(yù)抵客房事先排定。2. 專職管家需檢查已排定的客房并確保客房已為客人入住做好準(zhǔn)備。3. 在得知客人已進(jìn)入房間時(shí)，專職管家需和前臺(tái)接待核實(shí)，剛才誰(shuí)引領(lǐng)客人進(jìn)入客房，并去看一下客人是否要求服務(wù)。4. 專職管家需敲門并進(jìn)行自我介紹。同時(shí)，也可以進(jìn)行客人要求的服務(wù)。5. 自我介紹時(shí)，專職管家需使用以下標(biāo)準(zhǔn)用語(yǔ)：“Jones先生，我是您的專職管家John。我來(lái)送您的咖啡（如果客人要求）我可以占用您幾分鐘時(shí)間為您介紹一下房間的設(shè)備嗎？”6. 如果客人希望你介紹的話，專職管家需參照S&P RM-BU-A021。7. 如果

10、客人打著請(qǐng)勿打擾的燈，專職管家需從門縫下塞留言紙，告知客人你的存在。標(biāo)準(zhǔn)如下：尊敬先生/太太/博士（姓）請(qǐng)?jiān)谀貋?lái)（在方便）時(shí)與我聯(lián)系，我會(huì)為您介紹我自己及使您了解熟悉你的客房設(shè)備和我們的服務(wù)。您在按下床頭電話上的“專職管家”鍵后，我會(huì)立即到您的房間里來(lái)。您的專職管家（你的名字）8. 專職管家需以問(wèn)候類別房?jī)?nèi)問(wèn)候來(lái)更新賓客文檔，以備日后參考。酒店管理手冊(cè)前廳、客房、餐廳、人事、保安、工程、營(yíng)銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門英文縮寫總經(jīng)理辦公室:GM 人力資源部:HR 財(cái)務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:EN

11、G 保安部:SEC 康樂(lè)部:ENT 市場(chǎng)傳訊部MC酒店各職位英文縮寫GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)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(jīng)理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 F&B-FOOD&BEVERAGE 餐飲部 ENG-ENGI

12、NEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPARTMENT 財(cái)務(wù)部 FC-FINANCIAL CONTROLLER財(cái)務(wù)總監(jiān) 行政總廚 A.T.K Administrative total kitchen收益管理經(jīng)理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語(yǔ) 董事長(zhǎng) Board Chairman (Director)董事總經(jīng)理Managing Director經(jīng)濟(jì)師Economist首席會(huì)計(jì)師 Chief Accountant總經(jīng)理G

13、eneral Manager副總經(jīng)理Deputy General Manager (Vice)駐店經(jīng)理Resident Manager總經(jīng)理行政助理Executive Assistant Manager總經(jīng)理秘書Executive Secretary總經(jīng)理室Executive Office (G.M office)機(jī)要秘書Secretary接待文員Clerk副總經(jīng)理Vice General Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書Secretary to General Manager行政秘書Executive Secretary人力資源部Hu

14、man Resources Division人事部Personnel Department培訓(xùn)部Training Department質(zhì)檢部Quality Inspection Department員工關(guān)系部 Staffing Relationship Department人力資源開發(fā)總監(jiān)Director of Human Resources人事培訓(xùn)經(jīng)理 P&T Manager人事部經(jīng)理Personnel Manager培訓(xùn)部經(jīng)理Training Manager質(zhì)檢部經(jīng)理Quality Inspection Manager人事主任Personnel Officer福利勞資員 Payroll C

15、lerk培訓(xùn)主任Training Officer行政部主任 Executive Officer秘書Secretary員工事務(wù)長(zhǎng) Staff Purser車隊(duì)隊(duì)長(zhǎng) 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(jī) Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語(yǔ)教師：English Translator & Teacher 市場(chǎng)營(yíng)銷部Sales & Marketing Division 銷售部Sales Department公關(guān)部Pu

16、blic Relation Department市場(chǎng)營(yíng)銷總監(jiān)Director of Sales and Marketing銷售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴會(huì)銷售經(jīng)理Banquet Sales Manager銷售經(jīng)理Sales Manager宴會(huì)銷售主任Banquet Sales Officer銷售主任Sales Officer高級(jí)銷售代表 Senior Sales Executive 銷售代表 Sales Executive 公關(guān)代表 P.R. Representative 公關(guān)部經(jīng)理Public Relation Manag

17、er公關(guān)部主任Public Relation Supervisor 高級(jí)客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(lián)絡(luò)主任Sales Coordinator計(jì)劃財(cái)務(wù)部Finance and Accounting Division財(cái)務(wù)部Accounting Department成本部Cost-control Department采購(gòu)部Purchasing Department審計(jì)部 Auditor Department 財(cái)務(wù)總監(jiān)Financial Controller (Director of Finance)財(cái)務(wù)部經(jīng)理Chief

18、 Accountant成本部經(jīng)理Cost Control manager結(jié)帳經(jīng)理Cashier Manager信用審計(jì)經(jīng)理Credit Manager采購(gòu)部經(jīng)理Purchasing Manager采購(gòu)部主管Purchasing Officer 總出納Chief Cashier倉(cāng)儲(chǔ)領(lǐng)班 Store Room Captain營(yíng)業(yè)點(diǎn)結(jié)帳領(lǐng)班F&B Cashier Captain總臺(tái)結(jié)帳領(lǐng)班F/O Cashier Captain夜審計(jì)員 Night Auditor信用管理員Credit Clerk應(yīng)收款管理員 A/R Clerk往來(lái)款結(jié)算員Accounting Clerk收入費(fèi)用結(jié)算員 Account

19、ing Clerk成本核算員 Cost Clerk驗(yàn)貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購(gòu)員Purchasing Clerk - F&B物資采購(gòu)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(tái)收款員 F/O Cashier保健部技術(shù)經(jīng)理Health Technical Manager 保健部主管Health supervisor康樂(lè)部Recreation

20、and Entertainment Department舞臺(tái)總監(jiān)：Stage Performance Director 藝術(shù)總監(jiān)：Arts Director消防員：Fireman 拓展部經(jīng)理：Marketing Manager 樓面經(jīng)理：Service ManagerDJ部高級(jí)工程師：DJ Senior Engineer康樂(lè)主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺(tái)主任：Stage Performance Supervisor康樂(lè)領(lǐng)班(樓面部長(zhǎng))：Captain DJ部長(zhǎng)：DJ Captain 舞廳服務(wù)員：Waiter/Waitre

21、ss健身房服務(wù)員：Gymnasium Attendant桌球服務(wù)員：Billiard Attendant主持：Preside演員：Actor& Actress服務(wù)員：Waiter & WaitressDJ員：DJ咨客：Hostess房務(wù)部Room Division前廳部Front Office Department客房部（管家部）Housekeeping Department預(yù)訂部Reservation Department賓客關(guān)系主任Guest Relation Officer資深銷售中心預(yù)訂員Sales Center Senior Reservation Clerk銷售中心主任Sales

22、Center Supervisor禮賓部經(jīng)理Chief 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(jīng)理Front Office Manager前廳部副經(jīng)理Asst . Front Office Manager 大堂副理Assistant Manager賓客關(guān)系經(jīng)理 Guest Relation Manager禮賓主管Chief Concierge客務(wù)主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出租車訂車員Taxi S

23、ervice Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房務(wù)中心文員Room service Clerk 樓層主管Floor supervisor樓層領(lǐng)班Floor Captain客房服務(wù)員Room Attendant洗衣房經(jīng)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(wù)中心領(lǐng)班：Service Center Captain 公衛(wèi)領(lǐng)班：PA Captain 水洗領(lǐng)班：Laund

24、ry Captain 干洗領(lǐng)班：Dry Clean Captain 布草領(lǐng)班：Uniforms Captain 倉(cāng)管員：Store man 清潔工：P.A. Man 客房服務(wù)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(jīng)理

25、F&B Manager西餐廳經(jīng)理Western Restaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書F&B Secretary領(lǐng)班Captain迎賓員Hostess服務(wù)員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長(zhǎng)Sous Chef(Chinese Kitchen)西廚師長(zhǎng)Sous Chef(Western Kitchen)西餅主管Chief Baker點(diǎn)心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant管事部：Steward Department 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會(huì)銷售部經(jīng)理：Banquet Sales Manager 宴會(huì)銷售主任：Banquet Sales Officer中餐部經(jīng)理：Chinese Restaurant Manager西餐部經(jīng)理：Western Restaurant Manager營(yíng)業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager調(diào)酒師：Bartender 酒吧服務(wù)員：B