《五星級(jí)酒店全套運(yùn)營管理實(shí)務(wù)》管家部管理實(shí)務(wù)

1、目 錄CATALOGUE第一章 管家部組織結(jié)構(gòu)圖1ORGANIZATION CHART第二章 管家部崗位職責(zé)1-25POSITION RESPONSIBILITY OF H.K DEPT 2.1 管家部經(jīng)理 H.K Dept. Manager2 2.2 樓層經(jīng)理 Head Floor Supervisor 3 2.3 樓層督導(dǎo) Floor Captain 5 2.4 樓層服務(wù)員 Room Attendant 72.5 樓層清掃員 Room Cleaner 92.6 公共區(qū)域經(jīng)理 Public Area Supervisor112.7 公共區(qū)域督導(dǎo) Public Area Captain122.

2、8 公共區(qū)域服務(wù)員 Public Area Attendant132.9 花房管理員 Florist142.10 公共區(qū)域清潔工 Public Area Cleaner152.11 洗滌部經(jīng)理 Laundry Manager162.12 洗滌部督導(dǎo) Laundry Captain172.13 干洗工 Dry Cleaner182.14 大濕洗工 Washer-Large Items202.15 小濕洗工 Washer-Small Items 212.16 平燙工 Flat Work Ironer222.17 布草折疊工 Linen Folding Attendant232.18 布草收發(fā)員 L

3、inen Delivery Maid242.19 制服收發(fā)員 Uniform Delivery Maid25第三章 管家部各崗位操作程序27-1363.1 樓層經(jīng)理Head Floor Supervisor27 處理客人投訴Handling Guests Complains273.2 樓層督導(dǎo) Floor Captain28-31 檢查客房Checking Guest Rooms 28 收取小酒吧帳單Collecting Mini-bar Bill30 飲料管理Controlling wine & Beverage313.3 樓層服務(wù)員Room Attendant32-53 樓層鑰匙領(lǐng)

4、用和保管Picking up& Keeping Room Key 32 開酒水帳單Filling in Wine & Beverage Bill33 杯具洗滌、消毒W(wǎng)ashing-up & Disinfecting Glassware34 客用品領(lǐng)用、存放Application of &Keeping Items35 客人要求開門Handling Request for Opening the Door 36 引領(lǐng)客人進(jìn)房Greeting the Guests37 報(bào)交遺留物品Delivering Properties Left Behind by Guest3

5、8 客人離店結(jié)帳Guest Check-out 39 查走客房（遺留物品）Check-up C/O Room40 做夜床Providing Turn-down Service41 開房門Opening the Door 43 加床Handling Request for Extra Bed 44 鋪床Making the Bed45 上毛巾、茶水Offering Towel / Tea Service46 客房二次打掃Re-cleaning the Room47 重點(diǎn)賓客進(jìn)房Receiving VIP48 擦皮鞋Providing Free Shoe Shining Service49 翻轉(zhuǎn)床

6、墊Turning the Mattress50 洗滌浴簾Washing Shower Curtain51 吸塵器使用和保養(yǎng)Using & Maintaining Vacuum Cleaner52 處理意外損壞賓客物品Dealing with Damaging Guests Articles533.4 客房清掃員Room Cleaner54-59 整理工作車 Cleaning up Maids Cart54 打掃住客房 Making up Occupied Room55 清掃衛(wèi)生間 Making up Washing Room57 工作車擺放 Maids Cart Setting58 空

7、房清掃 Making up Vacant Room 593.5 客房中心服務(wù)員Housekeeping Center Attendant60-64 核對(duì)未進(jìn)店客房報(bào)告Checking No-show Room Report 60 核對(duì)查房報(bào)告 Checking Room Report61 客用品的借用、登記和保管Items Loan /Registration / Keeping62 接打內(nèi)部電話Receiving & Making Inside Call63 處理前臺(tái)報(bào)表 Dealing with Dept. Reports64附錄：客房中心常備客用品清單64Appendix: Li

8、st of Items Prepared in Housekeeping Center 3.6 PA服務(wù)員PA Attendant65-81 石材日常保養(yǎng) Marble Daily Maintenance65 大理石地面打蠟 Polishing Marble with Wax66 大理石地面起蠟Wax Remove From Marble 67 石材墻壁上蠟 Polishing Wall with Wax 68 清洗地毯（干泡） Cleaning Carpet(Dry-clear) 69 洗地毯（抽洗） Washing Carpet 70 沙發(fā)抽洗 Washing Sofa72 清潔銅條Cle

9、aning Copper Strip73 清潔客梯 Cleaning Elevator74 清洗吸塵器 Cleaning Vacuum Cleaner75 使用三合一抽洗機(jī) Using Wet Vacuum Carpet Extractor76 使用洗地機(jī) Using Clean Marble Machine77 使用吸水機(jī) Using Wet & Dry Vacuum Cleaner78 使用高速拋光機(jī) Using Ultra High Speed Machine79 清潔玻璃 Polish the Window-panes80 花崗巖地面晶硬處理Crystallize Marble

10、813.7 PA保潔工 PA Cleaner82-86 棉塵推藥劑處理Spray Floor Dust Remover on the Mop82 推塵（清潔大理石地面）Dust Removed From Floor83 清潔各公共區(qū)域衛(wèi)生Cleaning the Public Areas84 洗手間日常清潔保養(yǎng) Cleaning Washing Room85 客人醉酒嘔吐處理Dealing with Drunk Guests863.8制服收發(fā)員Uniform Delivery Maid87-97 新制服申領(lǐng)、發(fā)放Appling for & Giving Out Uniform87 制服

11、收發(fā)Counting & Sending Uniform 88 交接制服 Taking over Uniform89 清點(diǎn)臟制服Counting Dirty Uniform90 核對(duì)接收已清洗制服 Checking Uniform Cleaned91 處理舊制服報(bào)損 Steps to Handle Uniform Scraped92 制服盤點(diǎn)Inventorying Uniform93 入店、離店人員領(lǐng)退制服Appling for & Returning Uniform for Staff 94 制服收發(fā)員收尾Finishing Work for Uniform Deliver

12、y Maid95 縫補(bǔ)制服Steps to Sewing Uniform96 縫紉機(jī)保養(yǎng)Maintaining Sewing Machine973.9 布草收發(fā)員Linen Delivery Maid98-102 交接布草Taking Over linen 98 布草領(lǐng)用Application of Linen99 交接餐飲、康樂織品Taking over F&B and H&R Dept Linen100 發(fā)送客房布草Sending Out Linen of H.K Dept101 布草盤點(diǎn) Inventorying Linen 1023.10花房管理員 Florist103

13、-105 綠色植物保養(yǎng)Preserving Green Plants 103 保養(yǎng)公共區(qū)域插花Preserving Flowers in Public Area104 送花Sending Flowers1053.11客衣服務(wù)員Guest Clothes Delivery Maid106-114 收包Collecting Clothes106 點(diǎn)數(shù)Counting Clothes107 打碼Marking on Clothes108 疊衣Folding Clothes 109 裝包Packing Clothes110 送衣Sending Clothes111 處理遺留物品Dealing with

14、 Properties Left by Guests112 加快洗衣Express Valet Service113 貴賓洗衣VIP Valet Service1143.12大濕洗工Washer-large Items115-117 客房、飲食布草洗滌Laundering Linen F&B & H.K Dept .115 使用大濕洗機(jī)Using Washed-large Items Machine116 使用烘干機(jī)Using Dry Machine1173.13小濕洗工Washer-small Items118-123 開機(jī)準(zhǔn)備Preparation of Turning o

15、n Machine118 客衣檢查、分類Checking & Classifying Clothes119 客衣去跡Remove Stain From Clothes 120 客衣洗滌Laundering Guests Clothes122 使用小濕洗機(jī)Using Washed-Small Items Machine1233.14平燙工Flat Work Ironer Turning on124-127 開機(jī)準(zhǔn)備 Preparation of Turning on Machine124 熨燙口布、枕套 Ironing Napkin & Pillow-case125 熨燙布草（床

16、單、臺(tái)布） Ironing Linen126 使用大燙機(jī) Using Flat Ironing Machine1273.15手燙工 Presser128-133 崗位準(zhǔn)備 Preparation 128 熨燙西服上衣 Ironing Suit129 熨燙真絲服裝 Ironing Silk Clothes130 熨燙西褲 Ironing Trousers131 熨燙襯衫 Ironing Shirt132 熨燙T恤衫 Ironing T-shirt1333.16干洗工Dry-cleaner134-136 使用干洗機(jī) Using Dry-cleaning Machine134 使用人像機(jī) Using

17、 Model Machine1353.17布草折疊工 Linen Folding Attendant 136第四章 管家部管理制度137-152H.K DEPT.MANAGEMENT SYSTEN4.1 管家部安全管理制度 Safety Regulation 1374.2 樓層客房安全管理制度 Safety Regulation of Guest Rooms1384.3 管家部衛(wèi)生管理制度 Hygiene Management Regulation1394.4 管家部防火制度 Fire Prevention Regulation 1414.5 客人失竊處理制度 Handling Guests Report of Loss1424.6 客人急病處理制度 Regulation on Caring for Ill Guests1434.7 客人醉酒處理制度 Caring for Drunk Guests Regulation 1444.8 客人攜帶寵物和易燃易爆品處理制度Handling Pet & Dangerous Goods1454.9 客人帶走客房物品處理制度Handling Room Items Taked by Guests1464.10 來訪人員登