國際聯(lián)號(hào)酒店客房部SOP

STANDARDOPERATINGPROCEDURES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怎樣主持例會(huì)CommunicatewithHousekeepingDepartment與客房部溝通HowtoGreettheGuest怎樣問候客人DectphoneControl小靈通管理OccupationalHealthandSafety職業(yè)健康衛(wèi)生及平安HOUSEKEEPINGOFFICE&GUESTFLOOR客房辦公室及客房效勞9LostandFoundProcedure失物招領(lǐng)程序10.MonthlyLinenInventory月度布草盤點(diǎn)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怎樣清潔電水壺.18.HowtoCleantheGlasses怎樣清潔玻璃杯19.HowtoCleanIceBucket怎樣清潔冰桶20.HowtoChangePillowCase怎樣更換枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣籃及衣架22.ReportingtotheGuestFloor到樓層報(bào)到23.Howtomakeupbed怎樣做床24.HowtoCleantheBathRoomFloor怎樣清潔浴室地板25.HowtoCleantheMiniBar怎樣清潔小酒吧26.HowtoDusttheFurniture怎樣給家具擦塵27.Howtocleanthemirror怎樣清潔鏡子28.HowtoCleantheBathTub怎樣清潔浴缸29.HowtoCleanShowerRoom怎樣清潔淋浴間30.HowtoCleantheBathRoomWall怎樣清潔浴室墻面31.Howtocleanthevanitytopandhandbasin怎樣清潔面臺(tái)和面盆32.HowtoClean/PolishtheBathroomFittings怎樣清潔和拋光浴室電鍍配件33.HowtoCleantheToiletBowl怎樣清潔馬桶34.HowtoVacuumtheCarpet怎樣給地毯吸塵35.HowtoCleantheTelephoneSet怎樣清潔機(jī)36.HowtoHandleWakeupCall怎樣處理叫醒效勞37.GuestShoeShineService擦鞋效勞38.SafeDepositBoxneedstobeopenedinCheckedoutguestroom當(dāng)客人離店后要檢查保險(xiǎn)箱必須翻開39.HowtoHandletheLeftGuestRoomvinecard怎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(shí)收取客衣42.GuestLaundryPickupRequirementviaReceivingCall客人要求收取洗衣43.FoldTowel毛巾的折疊44.HowtoRemoveRoomServiceBasket怎樣撤出送餐的餐具45.HowtoCleanGuestFloorCorridor怎樣清潔走廊46.HowtoAssistGuestwithLuggage/Parcel怎樣協(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怎樣處理開房門的請求50.Breakage,LossandDamageProcedure遺失損害處理程序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(cái)產(chǎn)54.ReturningKeysandWorksheet交還鑰匙和工作表55.CheckintoHousekeepingOffice在客房部辦公室報(bào)到56.Vacuumcarpetafterwashed洗過地毯后的吸塵57.HowtoEscortGuesttoElevator怎樣護(hù)送客人至電梯58.CleaningchemicalusinginHousekeeping客房部常用的清潔劑59.Howtopolishwoodensurface如何給木制外表拋光60.Howtouseandcleanavacuumcleaner如何使用和清理吸塵器61.GuestLaundryEmergency緊急洗衣62.Supercleanprogram超級(jí)清潔程序63.OneEntryRoomSystem一次進(jìn)入房間64.ZeroRoomDefects零缺陷的房間65.TurndownService開床效勞PUBLICAREA公共區(qū)域66．Pushbrushsweeping掃地Dustmopping推塵Wetmopping濕拖Wallwashingbyhand手工洗墻壁HowtoCleantheA/CGrill怎樣清潔空調(diào)口Howtoshampoocarpetextraction抽洗地毯HowtoCleanUpholsteryFabric怎樣清潔沙發(fā)及軟包墻面HowtoCleanWall-paper怎樣清潔墻紙CleaningofOffice清潔辦公室CloakRoomProcedure衣帽間的程序Staircasecleaning清潔樓梯Howtocleanwindows怎樣清潔窗戶Stonefloorscrubbing擦洗石制地面Lockerroomcleaning更衣室的清潔Howtopolishwoodensurface如何給木制外表拋光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怎樣清潔小便池Howtopolishbrass怎樣給銅器拋光Howtocleanskidproofanddustproofpad如何清潔防滑墊及防塵墊Howtocrystallizationformarblefloor怎樣給大理石地面做晶面處理Howtomaintainandcleanleathersurface如何保養(yǎng)和清潔皮革外表Howtocleantelephone怎樣清潔Cleaningofpantry/storeroom清潔工作間和儲(chǔ)藏室WashroomCare公共衛(wèi)生間的清潔CheckintopublicareaserviceassociatesPA員工報(bào)道的檢查Preparedailyworkallocation準(zhǔn)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(chǔ)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客衣存放效勞109.Howtohandleguestlaundryexpressandpressingservice.如何處理加快效勞及熨燙效勞110.Guestlaundrydelivering返還客衣111.D.N.DRoomGuestLaundryServiceD.N.D房間客人洗衣效勞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(hào)：RMS-HSKP-SOP-001Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Maintainaclean,tidyandfreshappearanceduringyourwork.在你的工作中保持干凈，整齊，清新的外貌PROCEDURES流程-Keepcleanandbeoptimisticduringworktime.在工作時(shí)間保持干凈及樂觀的態(tài)度-Makeself-checkandgroomingcheckatanytime.隨時(shí)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(shí)更換有污漬，褶皺，臟的，有異味的制服-Wearyournametagcorrectlywithyouruniform,thenametagispartofyouruniform.將名牌別在制服正確的位置，名牌也是制服的一局部-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：是否干凈，光亮，并處于完好狀態(tài)-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.檢查你的襪子：是否干凈，無異味和破洞-Checkyouruniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.檢查你的制服：是否干凈，熨燙整齊，無破損或紐扣喪失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(hào)：RMS-HSKP-SOP-002Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.確保我們的員工在任何工作時(shí)間內(nèi)保持良好的儀表儀容PROCEDURES流程-Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringwork主管在例會(huì)時(shí)需檢查他們員工的制服和儀表儀容，并在工作時(shí)間隨時(shí)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，如果不適宜就去更換-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.提前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)不過肩，發(fā)卡只限于黑色-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly指甲油只限于透明色，并保持光亮和平整-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.夸張和懸掛式的耳環(huán)是不允許的，手鐲也是不被允許的-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(shí)間隨時(shí)抽查PA員工的制服，儀表-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttonsisopened,ifthesleevesarerolledupetc檢查制服時(shí)要注意細(xì)節(jié)，例如紐扣沒系好，袖子卷起來等-KeepremindingPACleanerstopayattentiontotheirappearances.提醒PA員工注意他們的外表-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(hào)：RMS-HSKP-SOP-003Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE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(shí)間，地點(diǎn)保持良好的禮貌，注意個(gè)人清潔，佩戴名牌-DonotputyourhandintoyourPockets.手不要插在兜里-Donotleanagainstthewallatanytime.任何時(shí)間不要倚靠著墻站著-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(shí)，請客人先走-Whentalkingwithguest,bepoliteandsmile.當(dāng)與客人談話時(shí)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)客人說話時(shí)要認(rèn)真聽，不要隨便打斷。-Donotbringbadmoodtowork.Politelyprovideyourbestservice.不要帶著情緒工作，要優(yōu)雅的提供你最好的效勞Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOCONDUCTBRIEFING主題：怎樣主持例會(huì)Ref:參考號(hào)：RMS-HSKP-SOP-004Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:HotelManager酒店經(jīng)理Date:日期：2007-08-28OBJECTIVE目的CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodwork檢查并確保所有必需的工作符合標(biāo)準(zhǔn)，確保創(chuàng)造一個(gè)良好的工作環(huán)境PROCEDURES流程-CheckyourassociatesaccordingtoSign-insheetandschedule.檢查你的員工是否按時(shí)簽到-Greetyourassociatesbysaying“NinHao〞問候你的員工“您好〞-Checkeachofyourassociatesappearanceandgrooming.檢查你每個(gè)員工的儀表儀容-Checknametagsandcorrectanystandardsthatarenotmet.檢查名牌是否符合標(biāo)準(zhǔn)-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.主持例會(huì)，報(bào)告必要的事項(xiàng)及交接本所記錄事宜-Meetassociatesalltogetherinhousekeepingoffice.在客房部辦公室跟員工一起會(huì)面-Ensurethateveryonehasapentotakenotes.確保每個(gè)人用筆記錄下相關(guān)事宜-Discussspecialtasksfortheday.討論當(dāng)天特別工作安排-DiscussguestandVIParrivalsandspecialremarks.討論預(yù)抵的客人及VIP，和特別的注釋-Discussanygrouparrivals.交待所有預(yù)抵的團(tuán)隊(duì)事宜-Discussanyguest’sspecialrequestsandprojects.交待任何客人特別的要求和方案-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(xiàng)-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.告知員工所有事件，宴會(huì)，及常規(guī)的酒店活動(dòng)-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.在例會(huì)完畢之前，要問員工是否有問題，及他們是否知道該怎么做-Checkyourassociatesforclearunderstandingofassignments.檢查你的員工是否完全明白他們的工作分配-Askifanythingisunclear.如果有任何不清楚就問-Getfeedbackorsuggestionfromyourassociates.你的員工要有反應(yīng)或建議-ReportanymajorconcernstotheAM.匯報(bào)主要的顧慮給副經(jīng)理-Alwayspickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.為改良工作，經(jīng)常在員工的日常工作區(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(hào)：RMS-HSKP-SOP-005Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE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。如果不能運(yùn)作良好的話，將會(huì)直接影響效勞質(zhì)量，工作效率及酒店聲譽(yù)。-Whenthetelephonerings,youshouldstopallworktoanswerthetelephone(within3rings).當(dāng)鈴響起時(shí)，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)接起時(shí)要說：您好，客房部，我是×××，有什么可以幫您？-AlwaysremembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永遠(yuǎn)記住通過客房中心與其他部門聯(lián)系及報(bào)告任何特殊活動(dòng)Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOGREETTHEGUEST主題：怎樣問候客人Ref:參考號(hào)：RMS-HSKP-SOP-006Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Showyourgreatrespectandcourtesyfortheguest.對客人顯示你的禮貌和尊重PROCEDURES流程See<Groomingandpersonalhygiene>.參照個(gè)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，用清晰的聲音說“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.問候客人要說“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：客房小靈通的管理Ref:參考號(hào)：RMS-HSKP-SOP-007Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.確保員工的功能良好，可以提供有效的效勞PROCEDURES流程-Allhousekeeping’sdectphoneiskeptinthephonecabinetintheHousekeepingoffice.TheissueandreturnofdectphoneisoverseenbytheHSKPOfficecoordinator.Adailyinventoryisrequired.所有客房部小靈通必須保管在辦公室柜里，有文員負(fù)責(zé)發(fā)放和回收，并每天必需盤點(diǎn)-DectphoneareissuedbytheHSKP.OfficecoordinatorfromthehousekeepingofficewhentheAssociatessign-in.當(dāng)效勞員簽字后，文員才能從辦公室發(fā)放-Dectphoneissuerecordiskepttogetherwiththeattendantsign-in/outsheet.所有小靈通發(fā)放記錄都必須在員工簽到本上-Checkthedectphoneforanydamagesormalfunction.檢查小靈通的任何損壞或故障-Cliponwaistbeltafterreceivingthedectphone收到后要?jiǎng)e在腰帶上-Don’tturnoffthedectphonetillyouareoffdutyandreturnittoHSKPOffice.當(dāng)你上班時(shí)或還回辦公室之前，不許關(guān)掉小靈通-Donotputinsideuniformpocket.不要將小靈通放在制服口袋里-Returncallimmediatelywhenyourdectphoneisbeeping當(dāng)你的小靈通響時(shí)，要立即回-Ifthepagingisbycodemessage,returncalltoHSKPofficeaftercompletingthetask.ToinformtheOfficethatthetaskhasbeendone.如果是密碼短信，當(dāng)完成這個(gè)任務(wù)后，要回復(fù)辦公室，這個(gè)工作已完成-Donotturnoffthedectphonewhileonduty.Evenduringdutymeal,returncallimmediatelywhenbeingpaged.上班時(shí)間不要關(guān)掉小靈通，甚至在吃工作餐期間也一樣，如果響了，立即回-Anycodemessagesyoucannotdoforanyreasons,youshouldreturnacalltoHSKP.Officeimmediatelytoinformandaskforhelp.任何原因?qū)е履悴荒苋プ龅拿艽a短信，你可回電給辦公室通知她或?qū)で髱椭?AlldectphonesarereturnedtoHSKPofficewhenoffduty.下班時(shí)還回所有小靈通-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertothenextshiftOfficecoordinator.文員必須清點(diǎn)每個(gè)班次的小靈通，并且要交接給下一個(gè)班次的文員-Makesurenodectphonesisreturnedwithdamages.確定沒有還回的小靈通是損壞的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator所有小靈通的缺陷故障要匯報(bào)給文員-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDeptManager.如果小靈通不能工作，文員要聯(lián)系總機(jī)主管-Anydectphonesthataresentoutforrepairshouldbenoted.所有送去維修的必須記錄-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.通常在放置小靈通的地方，須有記錄遺失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)生及平安Ref:參考號(hào)：RMS-HSKP-SOP-008Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Takecareyourhealthandsafetyfirst健康平安第一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永遠(yuǎn)先試一點(diǎn)的區(qū)域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor萬一不慎入眼，立即清水沖洗并看醫(yī)生-Donotbarehandtousestrongchemical.e.g.“RustGo〞(akindofstrongchemicaltoremovetheyellowmark)..不要裸手使用比擬厲害的藥劑，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(hào)：RMS-HSKP-SOP-009Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest統(tǒng)一管理失物招領(lǐng)，確?？腿素?cái)產(chǎn)平安顯示出我們對客人的尊重PROCEDURES流程AnyLostandFounditemistoturnedintotheHousekeepingofficeimmediately.任何失物必須及時(shí)交道客房部辦公室-HousekeepingOfficeisresponsiblefortheadministrationofallLostandFound客房部辦公室負(fù)責(zé)管理所有失物招領(lǐng)事宜-AnythinginaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何離店房被發(fā)現(xiàn)有遺留物品時(shí)必須馬上給客房部辦公室打，客人也許會(huì)隨時(shí)來詢問-HousekeepingDepartmentclerkshouldrecorditontheL&Frecordsheet.文員必須如實(shí)記錄在相關(guān)單據(jù)上-Handitoverwhileyougoforlunch.Neverputanyfounditematthepantry.當(dāng)你吃飯時(shí)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(shí)要寫清正確的房號(hào)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方，所有失物必須及時(shí)上交，你可以在吃飯的時(shí)候帶到辦公室或當(dāng)你有事去辦公室的時(shí)候帶下來。-IfyouhaveanyquestionsaboutLostandFound,youshouldcontactyourSupervisorrightaway.如果你對失物招領(lǐng)有任何疑問，你可以馬上聯(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，客房部管理人員有責(zé)任制定失物招領(lǐng)登記簿，內(nèi)容包括：日期，地點(diǎn)，客人姓名，物品名稱，和發(fā)現(xiàn)人-Alldetailsmustberecordeddownrightawayaftershe/hereceivescallfromGuestAssistantManagerofreporting當(dāng)他/她收到來自值班經(jīng)理的時(shí)要匯報(bào)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喪失。-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?cái)產(chǎn)平安，貴重物品如現(xiàn)金，錢包，相機(jī)等，要存在前臺(tái)的保險(xiǎn)箱內(nèi)-Ensurethecleanlinessofguest’sclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.確保客人衣物的清潔，可以將它們交洗衣房洗滌-OfficeAdministrative辦公室行政管理AssociateofeveryshiftshouldsubmittheLostandFoundinthestoreroomwithinthatday.LostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldbeplacedintheLostandFoundstoreroom.任何班次的員工要在當(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(shí)，相關(guān)負(fù)責(zé)人員要查問他時(shí)間，地點(diǎn)，及物品特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人認(rèn)領(lǐng)物品時(shí)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.如果客人仍在店，你可通知前廳管理人員將物品送交客人房間，這個(gè)標(biāo)準(zhǔn)程序是必須的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheguest’sidentitycardandpassport.當(dāng)有人要替領(lǐng)時(shí)，就要原物主的，信，或書面委托書，包括原物主的身份證或護(hù)照的復(fù)印件-IftheguestcallstosendtheLostandFound,youshouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistantExecutiveHousekeeper.如果客人要求寄回失物，告知客人請客人發(fā)要求酒店寄回物品，自付郵費(fèi)及郵寄詳細(xì)地址，聯(lián)系及信用卡號(hào)并鉗子確認(rèn)，然后通知助理行政管家-Toensurethesafetyofguestbelongings,AssistantExecutiveHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.為確保客人財(cái)產(chǎn)平安，效勞總監(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(gè)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(shí)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(diǎn)Ref:參考號(hào)：RMS-HSKP-SOP-010Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.確保盤點(diǎn)的準(zhǔn)確性，保證酒店有正常運(yùn)作的周轉(zhuǎn)量，支持前線員工給客人提供滿意的效勞PROCEDURES流程-ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.盤點(diǎn)前要提前一周發(fā)出備忘錄給相關(guān)部門，包括時(shí)間，地點(diǎn)，相關(guān)區(qū)域，路線。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.客房布草盤點(diǎn)每月一次，餐飲布草盤點(diǎn)每季一次-Nodirtyonesagainstcleanonesexchangeprogramwillbeconductedduringtheinventoryperiod.盤點(diǎn)期間不要進(jìn)行布草換領(lǐng)工作-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevarioustypelinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerorSupervisorofeachoutletmustbeonsiteduringthewholeprocess.布草房員工將分別檢查每個(gè)餐廳場所，在檢查時(shí)間內(nèi)相關(guān)餐廳要將不同規(guī)格的布草〔干凈和臟的〕分門別類存放整齊，餐廳副理或主管要全程參與-Associateisrequiredtofillupwiththeinventoryformagainstthephysicallinenfigureandtypeineveryguestroomaccordingtotheitemsontheform.員工要根據(jù)每間客房布草的種類，數(shù)量真實(shí)的填寫盤點(diǎn)表-Attheendoftheduty,associateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethepantry.下班前員工必須點(diǎn)數(shù)出工作間存放布草的真實(shí)數(shù)字和種類-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominchargebeforeoffduty.主管下班前收集好所有盤點(diǎn)樓層的盤點(diǎn)表遞交給布草房核數(shù)-Duringtheinventorytakingperiod,nolinenshouldbeChanged.在布草盤點(diǎn)期間，不要發(fā)放更換任何布草-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必須在盤點(diǎn)餐飲或客房布草后完成所有布草的計(jì)算工作-AseparatereportrecordedthefigureofF&Blinen&guestroomlineninventorytakingshouldbecompiledwithin3daysaftertheactivity.當(dāng)盤點(diǎn)完成后3天內(nèi)要將各項(xiàng)數(shù)據(jù)匯編完成-CccopiestoFinanceandconcerneddepartmenthead附件抄送財(cái)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(hào)：RMS-HSKP-SOP-011Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Ensurethesafetyofthekeysandguest’sbelongingstoshowourcareandrespect.確保鑰匙和客人財(cái)產(chǎn)平安，顯示我們的關(guān)注和重視PROCEDURES流程-SupervisorandAttendanttakethefloormasterkeywhensigningatwork,Officecoordinatorisresponsiblefordistribution.主管和效勞員在開始上班時(shí)領(lǐng)取鑰匙，文員負(fù)責(zé)鑰匙的發(fā)放-KeymustbehandedoutaftersignaturehasbeenverifiedbyOfficecoordinator.文員必須核實(shí)完相關(guān)人員簽字后，才能發(fā)放其鑰匙-Officecoordinatoronlyhandlesoneassociateatonetime.文員只能給員工一個(gè)一個(gè)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(shí)間，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(jiān)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.為防止喪失，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(hào)：RMS-HSKP-SOP-012Prepareby:DirectorofRoomsDivision起草：房務(wù)總監(jiān)Date:日期：2007-08-28Approvedby:GeneralManager總經(jīng)理Date:日期：2007-08-28OBJECTIVE目的Ensurecorrectattendancerecordinordertokeeporderanddeliverkeycorrectly.確保正確的員工出勤記錄，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(shí)間去報(bào)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，或紐扣喪失Men’shairshouldnottouchcollaroryourfaceNosideburns.Women’shairtiedupneatlyNoheavymakeupandnailpolish.Nolongdanglingearrings.Blackcolorsock.Checkwhethernametagiswornproperly.男員工發(fā)不過領(lǐng)，胡須剔干凈，女員工長發(fā)要盤起，不化濃妝，指甲光亮，不戴夸張耳飾。穿規(guī)定的鞋襪，名牌處于正確的位置Signyourname&timeonsigninsheet,radio(dectphone)andsignonkeylogbook&.getyoursectionkey.在簽到表上簽上名字和時(shí)間，簽領(lǐng)鑰匙和呼機(jī)Payattentionnottospeaktooloudly.注意不要大聲喧嘩Takeyourworksheetandfloorkey.領(lǐng)取工作表和樓層鑰匙Usetheserviceelevator.Don’twalkaroundthefloortalkinginaloudvoice.乘坐員工電梯，不要在樓層附近發(fā)出大的聲響Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:SIGNOUTPROCEDURE主題：簽退程序Ref:參考號(hào)：RMS-HSKP-SOP-013Prepareby: