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PURPOSESTANDARDIZATIONOFTHEPROCEDUREOFPROVIDINGEVENINGTURNDOWNSERVICE目的提供晚间开床服务的标准程序。PROCEDURERESERVEDROOMVACANTST预定房间（空房状况）PRESSTHEDOORBELLTHREETIMESANDCALLOUT“GOODEVENING,HOUSEKEEPINGSERVICE”BEFOREUNLOCKINGTHEDOORWITHYOURKEY按门铃三次，在用钥匙开门之前报称“晚上好，客房服务”USETHEKEYTAGTOSWITCHPOWERANDTURNONTHELIGHT用钥匙卡开电源然后开灯。DRAWTHEBLACKOUTCURTAINSCOMPLETELY完全地关厚好窗帘。FOLDANKLEOFDUVETACCORDINGTOSTANDARDINSTRUCTIONSIFONLYONEPERSONISPRESENT,TURNDOWNTHEBEDBYTHEBATHROOMWALLNEARTHEPHONEREMOVETHEBEDSPREADFROMTHEBEDIFBEDWITHIT按指定的标准折叠被子的角。如果只要一个客人，开靠电话浴室墙边的床。（如果床是有床罩拿走）TAKETHEBREAKFASTMENUFROMTHEDOORKNOBORTHECOMPENDIUM,ANDPLACEITONTHEPILLOWFORVIPGUESTS,PLACEAFRESHFLOWERONTHEOPENEDDUVETJUSTFORVIP从门把上拿早餐牌或文件夹里，放在枕头上，对于贵宾客人，放一只鲜花在打开的被子的角上（只针对贵宾）。REPLACETHEICECUBESIFNECESSARY如需要补充冰块。PLACETHEBATHMATINFRONTOFTHEBATHTUB在浴缸前放好地巾。MAKEONELASTCHECKOFTHEROOMBEFORETURNINGOFFTHELIGHTS,KEEPINGONLYONEBEDSIDELAMPON在关灯前确保做一次最后检查，只保留床边的一盏灯。REMOVETHEKEYTAG,CLOSETHEDOOR,ANDMAKESURETHATITISLOCKED,THENFILLOUTTHENTURNDOWNSERVICEREPORT拿走钥匙卡，关门，确保它是锁好的，然后填写开床服务报告。NOHKSOP0205DATE20110811POLICYANDPROCEDURE政策与程序GMAPPROVAL_总经理批准DEPTHEADSUBMITTEDBY_部门经理提交DFAVERIFIEDBY_财务行政总监确认DOAPPROVAL_营运总监确认EVENINGTURNDOWNSERVICE夜床服务OCCUPIEDROOM住客房ENTERTHEGUESTROOM进客房PRESSTHEDOORBELLTHREETIMESANDCALLOUT“GOODEVENING,HOUSEKEEPINGSERVICE,”THENWAITFIVESECONDSTOGIVETHEGUESTTIMETORESPOND按门铃三次同时报称“晚上好，客房服务”，然后等五秒给客人回应。IFTHEREISNORESPONSE,OPENTHEDOORWITHYOURKEYANDKNOCKONTHEDOORAGAIN,WHILECALLINGOUT“HOUSEKEEPINGROOMATTENDANT”如果没有客人，用你的钥匙开门同时再敲门，报称“客房部服务员”IFTHEGUESTANSWERSYOURKNOCK,ASKIFTHEGUESTWOULDLIKEHIS/HERBEDTURNEDDOWNNOWORLATER如果客人回应你敲门，问客人是否愿意现在开他/她床或迟一点开。IFTHEROOMISEMPTY,YOUMAYENTERTOBEGINTHETURNINGDOWNSERVICE如果房间无人，你可以进入房间开始做开夜床服务。ASKTHEGUESTFORPERMISSIONTODRAWTHEBLACKOUTCURTAINSANDTURNDOWNTHEBEDIFHE/SHEISINTHEROOM如果客人在房间里，问客人是否同意关窗帘和开夜床。REMOVEGUESTITEMSFROMTHEBED从床上移走客人的物品。TURNDOWNTHEBEDTHATTHEGUESTUSEDIT开客人所有过的那张床。IFTHEREISBEDSPREADONTHEBEDFOLDITACCORDINGTOSTANDARDINSTRUCTIONSPLACETHEBEDSPREADINTOTHEWARDROBEORASINSTRUCTEDSPACE如果床上有床罩，按指定的标准折好放入衣柜里或者放在规定的地点。TURNDOWNTHEBEDACCORDINGTOSTANDARDINSTRUCTIONSANDSTYLE按指定的标准和样式开床。RETURNTHEGUESTITEMSONTHEBEDAFTERFINISH完成开床后把客人的物品放回在床上。TIDYTHESLEEPINGROOM整理卧室COLLECTTHETRASHANDEMPTYTHEWASTEBASKETSINTOTHETRASHBAGONTHECART收垃圾及倒垃圾桶到服务车上的垃圾袋里。PLACEATURNDOWNAMENITYINTHEAPPROPRIATELOCATION把开夜床的客用品放在还是的地方。PLACETHEBREAKFASTMENUONTHEBED在窗上放早餐牌TIDYTHEBATHROOM整理浴室WASHANDDRYANYUSEDASHTRAYSANDGLASSTUMBLERS,THENPLACETHEMINTHEAPPROPRIATELOCATION清洗和擦干任何使用过的烟缸和玻璃杯，然后放在合适的位置上。WASHANDDRYANYUSEDTEAORCOFFEECUPS清洗和擦干任何使用过的茶杯和咖啡杯。CLEANANDWASHANYUSEDBASINANDTUBS清洗和擦干使用过的垃圾桶和浴缸。CHANGEUSEDTOWELS,ANDREPLACEGUESTSUPPLIES,IFNECESSARY更换使用过的毛巾，如必要同时补充客用品。CREATEAPLEASANTATMOSPHEREINTHEGUESTROOM在房间里创造一点愉快的气氛。REFILLTHEICECUBES补充冰块。TURNONONETHEBEDSIDELAMP打开一盏床头灯MAKEONELASTCHECKOFTHEROOMTOENSURETHATEVERYTHINGISOK,THENASKIFTHEGUESTNEEDSANYTHINGELSEBEFORELEAVINGTHEROOM做一次最后的房间检查确保每样东西是完好的，在你离开房间前问客人是否有其它事需要做。LIGHTLYCLOSETHEDOORDONOTFORGETTOSAYSOMETHINGCOURTEOUSTOTHEGUEST,SUCHAS“GOODNIGHT”,“HAVEGOODNIGHT”,ETC,WHENLEAVINGTHEROOM轻轻的关后门，当离开房间时不要忘记向客人说一些礼貌的话，如“晚安”，“祝你有个美好的夜晚”，等NOTETHEROOMSTATUSANDTHEINANDOUTTIMEONTHETURNDOWNSERVICEREPORT在开床报告表上记下房态和进出时间。NOTES注意IFTHEREISANEXTRABEDORCOTINTHEROOM,PLACEANEXTRASETOFGUESTSUPPLIESANDTOWELSINTHEROOM如果在房间有一个加床或者婴儿床，补充多一套客用品和毛巾。IFTHEGUESTISINTHEROOM,ASKIFTHEGUESTWANTSTOORDERBREAKFASTFROMROOMSERVICE如果客人在房间问客人是否想从送餐部定早餐。GUESTRECEIVESTURNDOWNSERVICEBETWEEN17302130HRS对客开夜床服务时间是1730到2130。NIGHTGARMENTSIFANYARENEATLYFOLDEDANDPLACEDONBED睡衣如有整齐地折叠和放在床上。PURPOSETOMAINTAINGUESTSATISFACTIONANDCONTROLOFREVENUE目的保持客人的满意和利润的控制PROCEDURE程序1MAINMINIBARSTORE迷你吧仓库THISWILLBELOCATEDINHOUSEKEEPINGANDWILLBEUNDERTHECONTROLOFTHEHOUSEKEEPERNOHKSOP0206DATE20110812POLICYANDPROCEDURE政策与程序GMAPPROVAL_总经理批准DEPTHEADSUBMITTEDBY_部门经理提交DFAVERIFIEDBY_财务行政总监确认DOAPPROVAL_营运总监确认MINIBARPROCEDURE迷你吧程序REPLENISHMENTOFTHISAREAWILLCARRIEDBYHSKPDEPTASTHEPERTHEESTABLISHEDBEVERAGEREQUISITIONINGPROCEDURE这个仓库设在客房部有经理来控制管理，按照酒水的审领程序有客房部进行补充。2MINIBARFLOORPANTRIES各个楼层酒水间THESEPANTRIESSERVETOREPLENISHALLMINIBARSONEACHFLOORITWILLBEUNDERTHECONTROLOFHSKPMINIBARATTENDANT,SHE/HEWILLMARKONTHEMINIBARREPLENISHMENTORDERRECORDWHICHITEMSNEEDTOBETAKENTOREFILLTHEROOMMINIBAR这个酒水间所有的酒水有迷你吧服务员进行控制管理，他/她会记录所有需要补充进房间的项目。3GUESTROOMMINIBARSETUP客房的酒水配置ALLTHEGUESTROOMSSHOULDBEKEPTOFSAMEMINIBARSETUPSTANDARDIFTHEGUESTREQUESTSTOTAKEMINIBARITEMSAWAYFROMTHEROOMALLMINIBARITEMSSHOULDBEKEPTINTHEPANTRYCABINETANDRECORDED所有的客房应该配置相同的数量和品种的酒水和小吃。如果客人要求撤掉房间里的所有的酒水，那么应该将它们保存在酒水间里并做好记录。4MINIBARCHECKLAYOUT迷你吧单版面布局THEMINIBARCHECKCOMPRISESFOURSHEETSOFSELFCARBONATIONPAPERTHEPAPERISCOLORCODEDASSUCH1STCOPYWHITE2NDCOPYPINK3RDCOPYYELLOW4THCOPYBLUEALLCHECKSSHOULDCARRYANUMERICALSEQUENCEALLCHECKSAREACCOUNTABLEANDALLDAMAGEDORUNUSABLECHECKSSHOULDBERETURNEDTOTHEACCOUNTINGDEPTFORDISPOSALALLCHECKSAREPRINTEDINENGLISHANDCHINESE迷你吧单是四联无碳复写，并且由下面的几种颜色组成一联白色二联粉色三联黄色四联蓝色5MINIBARCHECKCONTROL迷你吧检查控制ONCEAGUESTHASCONSUMEDITEMINANYMINIBARANDHSKPHAVEREFILLEDTHATITEM,HSKPSTOREKEEPERMUSTCARRYOUTTHEFOLLOWINGDETAILSWITHOUTFAIL一旦客人有任何的迷你吧项目的消费，服务员应该补充相关物品。仓库保管员必须无误的做好以下的几点ATHEDETAILSOFTHECONSUMPTIONENTEREDFROMTHECHECKONTOTHEFLOORMINIBARCONSUMPTIONSHEET应该把迷你吧的各项填入楼层消耗表中。BTHE1STCOPY“WHITE“OFTHEMINIBARCHECKLEFTINTHEROOMFORGUESTSREFERENCE第一联“白色”留给客人参考CTHE2NDCOPY“PINK”OFTHEMINIBARCHECKISFORWARDEDDIRECTLYBYHSKPTOFRONTDESKCASHIER第二联“粉色”交前台收银保存。DTHE3RDCOPY“YELLOW“ISFORWARDEDDIRECTLYBYHSKPTOTHEACCOUNTINGDEPTCOSTCONTROLLER第三联“黄色”由客房部转给夜审。ETHE4THCOPY“BLUE“OFTHEMINIBARCHECK,ISTOBEATTACHEDTOTHEFLOORCONSUMPTIONSHEETANDGIVENTOHOUSEKEEPINGSTOREKEEPERTHISFLOORCONSUMPTIONSHEETISTHENUSEDTOREQUISITIONSTOCKFROMHSKPTOREFILLINTOTHEFLOORPANTRIES第四联“蓝色”交客房部办公室，仓库保管员根据所有的单据制作一天所有的酒水消耗总表。而且此联供服务员从仓库领取相关的酒水补充酒水柜。NOTEITISTHENTHEROLEOFACCOUNTINGCOSTCONTROLANDNIGHTAUDITTOENSURETHATALLREVENUESPOSTEDMEETWITHTHEREVENUESMARKEDONTHEMINIBARCHECKSRECEIVED财务夜审的职责是确保所有的帐单上的金额和所收到的帐一致。6DAILYOPERATIONOFTHEMINIBAR日常的迷你吧的操作ATHESTOREKEEPERISRESPONSIBLEFORTHEDAILYOPERATIONOFMINIBAR,PARTICULARLYINTHEFOLLOWINGASPECTS仓库保管员负责日常的迷你吧运作，特别需要注意以下几个方面MAINTENANCEOFPARSTOCK保持标准的配备REQUISITIONSOFMINIBARITEMS申请领取迷你吧物品SUPERVISIONOFMINIBARREPLENISHMENTINPANTRY对工作间的迷你吧的补充进行管理CONTROLOFCHARGESPOSTED控制管理所有的输帐DAILYREPORTSOFMINIBARCONSUMPTION每天的迷你吧消费报告DAILYREPORTSOFLATECHARGESANDMINIBARITEMSLOST每日的晚入帐和丢失报告MINIBARINVENTORYCONTROL迷你吧盘点BTHEHSKPSUPERVISORISRESPONSIBLEFORTHEDAILYOPERATIONOFMINIBARINHIS/HERSECTION,PARTICULARLYINTHEFOLLOWINGASPECTS客房部主管负责管理他/她的区域的迷你吧，特别注意以下几个方面CHECKINGOFALLMINIBARSINVACANTANDOCCUPIEDROOMS检查所有的空房及住客房的迷你吧MAINTENANCEOFPARSTOCKSINPANTRYINHIS/HERSECTION保持他/她所管辖的区域的迷你吧的配备标准REPORTLATECHARGESANDLOSSESINHIS/HERSECTION报告任何晚入帐和丢失的迷你吧项目CTHEHSKPATTENDANTISRESPONSIBLEFORTHEDAILYOPERATIONOFTHEMINIBARINHIS/HERSECTION,PARTICULARLYINTHEFOLLOWINGASPECTS客房服务员负责他/她所管辖的区域的迷你吧的运作，特别要注意以下几个方面PREPARATIONOFCHARGESONMINIBARBILLSANDREPORTTOF/OCASHIERFORMINIBARCONSUMPTIONCHARGING随时准备好迷你吧单并及时的报告任何酒水的消耗给前台收银入帐。REPLENISHMENTOFITEMSPOSTED补充相关物品。CHECKINGOFALLMINIBARINVACANTCHECKOUTANDOCCUPIEDROOMS检查所有退房和住客房的所有酒水。7CHECKINGTHEMINIBAR检查迷你吧AHSKPSUPERVISOR客房部主管THEHSKPSUPERVISORWILLENSURETHATTHEHSKPATTENDANTSAREMADEAWAREOFALLCHECKOUTROOMSWITHTIMEFORMINIBARCHECKINGWITHIN5MINUTES客房部主管必须确保服务员清楚的知道必须及时的在5分钟之内检查完房间。ENSURETHATALLMINIBARSINTHEROOMSAREREPLENISHEDACCORDINGTOMINIBARCHECKLISTPOSTEDBYORDERTAKER确保所有的酒水按照酒水单的标准补充齐全。ENSURETHATALLTHEMINIBARCABINETSINTHEPANTRIESARELOCKEDATALLTIMEANDNOMINIBARITEMSLEFTONTHEMAIDTROLLEY确保所有的酒水柜是锁上的，没有任何酒水项目被遗留在工作车上。BHSKPATTENDANT客房服务员UPONTHECLEANINGOFALLGUESTROOMSTHEMINIBARSHOULDBECHECKEDTOSEEIFTHEGUESTHASCONSUMEDANYITEM在清理房间时如果发现有任何的酒水的消耗应该及时的检查并报告。IFTHEGUESTHASCONSUMEDANYTHINGFROMMINIBARSELECTION,THEITEMSCONCERNEDSHOULDBEENTEREDONTOTHEMINIBARCHECKIFTHEMINIATURESCOVERISOPENED,EVENTHEGUESTHASNOTUSEDITTHOSEUNCOVEREDMINIATURESSHOULDBEBILLEDTOTHEGUESTSACCOUNT如果客人有消费任何项目，那么应该将它们填入酒水单。如果物品的盖被开启哪怕客人没有使用也应该入客人的帐。WHENTHEHSKPATTENDANTRECEIVEINFORMATIONFORCHECKINGMINIBARCHECKOUTROOM,THEHSKPATTENDANTPHONECALLFRONTOFFICECASHERSTOREPORTCONSUMEDMINIBARACCORDINGTOROOMNO,ITEMS,QUANTITIESANDHIS/HERNAMETHEHSKPATTENDANTSHOULDALSOASKFORTHEVOUCHERNOANDTHENAMEOFCASHIER,THENNOTEITINTOTHEROOMATTENDANTWORKSHEET当服务员收到关于查房的信息，服务员在查完后及时的电话通知前台收银员关于酒水的任何消费项目，数量及他的名字。服务员也应该向收银员问询单据的编号和收银员的名字记录在工作表上。BOFFICE/MINIBARCLERK办公室的文员WHENTHEHSKPCENTERRECEIVESTHEINFORMATIONFORMINIBARCHECKINGFROMF/OSTAFF,THECLERKSHOULDINFORMTHEHSKPATTENDANTWITHIN1MINUTETHEHSKPATTENDANTSHOULDCOMPLETETHEMINIBARCHECKINGANDREPORTWITHIN3MINUTES当客房办公室受到查房通知时应该在一分钟之内通知服务员查房，服务员应该在3分钟之内完成房间的检查。CCHECKOUTROOMS检查退房F/DCASHIERUPONPROCESSINGAGUESTFORCHECKOUTF/OCASHERSSHOULDINFORMHSKPCENTERIMMEDIATELYTOVERIFYIFGUESTHASBEENANYCONSUMPTIONFROMTHEMINIBAR,ANDGIVE5MINUTESTOHSKPCOMPLETETHESEPROCESSOFCONTACTING,CHECKINGANDREPORTINGASSOONASPOSSIBLE前台收银在处理客人的退房时，应该及时的通知客房部在查实迷你吧的任何酒水消费，并且给客房服务员5分钟的时间及时的完成联系，检查和报告的过程。THEF/OCASHERRESPONSIBLEFORPOSTINGMINIBARCHECKIFTHEGUESTHASCONSUMEDITEMSWHENHE/SHERECEIVESPHONECALLFROMTHEHSKPATTENDANTANDFILLINMINIBARCHECK,THENCHARGETHESETOTHEGUESTACCOUNTPRIORTOFINISHINGTHECHECKOUT前厅收银员负责把楼层服务员电话报过来的任何酒水消费输入客人的帐户并开出相应的酒水单。2NDCOPYOFMINIBARCHECKISTOBELEFTTOFRONTDESKCASHIER第二联给前台收银备档。DOCCUPIEDROOM住客房的检查THEHSKPATTENDANTSHOULDBECHECKEDOFALLTHEOCCUPIEDROOMSDURINGCLEANINGTHEROOM,THEITEMCONCERNEDSHOULDBEENTEREDONTOTHEMINIBARCHECKIFTHEGUESTHASCONSUMED1STCOPYOFMINIBARCHECKISTOBELEFTFORGUESTREFERENCE客房服务员在整理住客房时应及时的检查酒水有无消耗，如有应开具酒水单，第一联留给客人。8REFILLINGPROCEDURE补充程序AUPONTHEHSKPATTENDANTIDENTIFYINGWHICHGUESTHASCONSUMEDITEMSTHESEITEMSMUSTBEMARKEDONTHEMINIBARCHECK根据服务员的检查，所有消耗的项目应该准确的记录在酒水单上。BTHEHSKPSTOREKEEPERWILLDISTRIBUTEMINIBARITEMSTOHSKPATTENDANTACCORDINGTOMINIBARCHECKPOSTEDPERFLOOR客房部仓库保管员将根据酒水单分发相应的酒水给每层楼的服务员。CTHEHSKPATTENDANTWILLREPLENISHMINIBARITEMSTOTHEGUESTROOMSACCORDINGTOMINIBARCONTROLSHEETNOTEDITEMS楼层服务员根据单据把相应的酒水补进房间。NOTETHISMUSTBEDONEONADAILYBASIS注意这是每天的工作不能累积。DINCASEOFAGUESTREQUIRINGMINIBARITEMSINTHEEVENINGHSKPWILLISSUETHESTOCKREQUIREDTOMEETTHEGUESTNEEDSAMINIBARCHECKWILLBEFILLEDIN,THEGUESTWILLBEREQUIREDTOSIGNASACKNOWLEDGMENT如果在夜间客人关于酒水的特别需求，客房部将按客人的需要进行补充并开具相应的酒水单并取得客人的签名。9ACCOUNTINGPROCEDURE财务上的程序AHSKPSHOULDDELIVERDAILYMINIBARCONSUMPTIONREPORTWITH3RDCOPYOFTHEMINIBARCHECKTOCOSTCONTROLAT930PM客房部应该准备全天的迷你吧消费日报表和所有的酒水单的第三联在下午930传给成本控制。BTHEPMSHIFTOFFICECLERKPREPARESATOTALCONSUMPTIONREPORTANDDAILYMINIBARREPORT由中班的文员准备消费日报表DISTRIBUTIONOFTHEREPORTTO分发给ACCOUNTINGDEPTCOSTCONTROLLER财务部LATECHARGEREPORT；DAILYMINIBARCONSUMPTIONREPORTWITH3RDCOPYOFMINIBARCHECKPOSTED晚入帐报告；日消费报表及第三联酒水单HSKPOFFICEFILELATECHARGEREPORTINDIVIDUAL4THCOPYOFMINIBARCHECKPOSTEDWITHCONSUMPTIONREPORT客房办公室的档案晚入帐报告。消费日报表及第四联酒水单CTHEDAILYMINIBARCONSUMPTIONREPORTWILLBEUSEDASAREQUISITIONFORALLSTOCK消费日报表将被用做到总仓领货的依据。DMINIBARBREAKAGE酒水的破损MINIBARBREAKAGESHOULDBEKEPTNOHIGHERTHAN35OFTOTALREVENUE酒水的正常破损应该控制在不超过总收入的35。DISPUTEDCHARGESHOULDBEKEPTALLTIMESOFAMINIMUMWITHHSKPVERIFYINGALLDISPUTEDROOMS有争议的的帐目应该时刻保持在客房部证实的最小量有争议的房间。COPIESOFTHEMINIBARBREAKAGEREPORTSSHOULDBEGOTOTHEFOLLOWINGPERSONNEL酒水的破损报告应该分发给以下相关人员FORTHEDRAININGSYSTEMISNOTFUNCTIONINGORINSTEADOFWARMWATERHEGETSONLYCOLDORHOTWATERORHECANNOTTURNOFFOFONTHEWATERTAPE没有那样事比能这些使客人更生气的了，如他/她站在淋浴头下正准备冲浴，但淋浴头无水；或者地漏不漏水；或者要热水他确只有冷水；或者不能打开水龙头。EVERYHSKPATTENDANTHASTOMAKESURETHATSHE/HECHECKSBYEVERYOCCUPIED/CHECKOUTROOM每个服务员必须确保他/她检查每一个住客房/离店房BATHROOM浴室SHOWERHEADISFIXEDANDWATERISCOMINGOUTOFALLSMALLHOLES,ANDYOUCANREGULATETHESHOWERSTREAM淋浴头是牢固的，同时从每个下孔都出水，并能调整淋浴的流量。COLDANDHOTWATERTAPSAREEASYTOOPENANDTOCLOSE,HOTANDCOLDWATERISRUNNINGWELLANDCANBEMIXEDTOWARMWATER冷和热水龙头是容易开和关，热和冷水出水正常，同时能调和成温热水。DRAINAGESY