管家部管理实务-目录.doc

我爱酒店网：WWW.HOTEL520.COM目 录CATALOGUE第一章 管家部组织结构图1ORGANIZATION CHART第二章 管家部岗位职责1-25POSITION RESPONSIBILITY OF H.K DEPT 2.1 管家部经理 H.K Dept. Manager2 2.2 楼层经理 Head Floor Supervisor 3 2.3 楼层督导 Floor Captain 5 2.4 楼层服务员 Room Attendant 72.5 楼层清扫员 Room Cleaner 92.6 公共区域经理 Public Area Supervisor112.7 公共区域督导 Public Area Captain122.8 公共区域服务员 Public Area Attendant132.9 花房管理员 Florist142.10 公共区域清洁工 Public Area Cleaner152.11 洗涤部经理 Laundry Manager162.12 洗涤部督导 Laundry Captain172.13 干洗工 Dry Cleaner182.14 大湿洗工 Washer-Large Items202.15 小湿洗工 Washer-Small Items 212.16 平烫工 Flat Work Ironer222.17 布草折叠工 Linen Folding Attendant232.18 布草收发员 Linen Delivery Maid242.19 制服收发员 Uniform Delivery Maid25第三章 管家部各岗位操作程序27-136HK.DEPT.STANDARD OPERATION PROCEDURE3.1 楼层经理Head Floor Supervisor273.1.1 处理客人投诉Handling Guests Complains273.2 楼层督导 Floor Captain28-31 3.2.1 检查客房Checking Guest Rooms 283.2.2 收取小酒吧帐单Collecting Mini-bar Bill30 3.2.3 饮料管理Controlling wine & Beverage313.3 楼层服务员Room Attendant32-533.3.1 楼层钥匙领用和保管Picking up& Keeping Room Key 323.3.2 开酒水帐单Filling in Wine & Beverage Bill333.3.3 杯具洗涤、消毒Washing-up & Disinfecting Glassware343.3.4 客用品领用、存放Application of &Keeping Items353.3.5 客人要求开门Handling Request for Opening the Door 363.3.6 引领客人进房Greeting the Guests373.3.7 报交遗留物品Delivering Properties Left Behind by Guest383.3.8 客人离店结帐Guest Check-out 393.3.9 查走客房（遗留物品）Check-up C/O Room403.3.10 做夜床Providing Turn-down Service413.3.11 开房门Opening the Door 433.3.12 加床Handling Request for Extra Bed 443.3.13 铺床Making the Bed453.3.14 上毛巾、茶水Offering Towel / Tea Service463.3.15 客房二次打扫Re-cleaning the Room473.3.16 重点宾客进房Receiving VIP483.3.17 擦皮鞋Providing Free Shoe Shining Service493.3.18 翻转床垫Turning the Mattress503.3.19 洗涤浴帘Washing Shower Curtain513.3.20 吸尘器使用和保养Using & Maintaining Vacuum Cleaner523.3.21 处理意外损坏宾客物品Dealing with Damaging Guests Articles533.4 客房清扫员Room Cleaner54-593.4.1 整理工作车 Cleaning up Maids Cart543.4.2 打扫住客房 Making up Occupied Room553.4.3 清扫卫生间 Making up Washing Room573.4.4 工作车摆放 Maids Cart Setting583.4.5 空房清扫 Making up Vacant Room 593.5 客房中心服务员Housekeeping Center Attendant60-643.5.1 核对未进店客房报告Checking No-show Room Report 603.5.2 核对查房报告 Checking Room Report613.5.3 客用品的借用、登记和保管Items Loan /Registration / Keeping623.5.4 接打内部电话Receiving & Making Inside Call633.5.5 处理前台报表 Dealing with Dept. Reports64附录：客房中心常备客用品清单64Appendix: List of Items Prepared in Housekeeping Center 3.6 PA服务员PA Attendant65-813.6.1 石材日常保养 Marble Daily Maintenance653.6.2 大理石地面打蜡 Polishing Marble with Wax663.6.3 大理石地面起蜡Wax Remove From Marble 673.6.4 石材墙壁上蜡 Polishing Wall with Wax 683.6.5 清洗地毯（干泡） Cleaning Carpet(Dry-clear) 693.6.6 洗地毯（抽洗） Washing Carpet 703.6.7 沙发抽洗 Washing Sofa723.6.8 清洁铜条Cleaning Copper Strip733.6.9 清洁客梯 Cleaning Elevator743.6.10 清洗吸尘器 Cleaning Vacuum Cleaner753.6.11 使用三合一抽洗机 Using Wet Vacuum Carpet Extractor763.6.12 使用洗地机 Using Clean Marble Machine773.6.13 使用吸水机 Using Wet & Dry Vacuum Cleaner783.6.14 使用高速抛光机 Using Ultra High Speed Machine793.6.15 清洁玻璃 Polish the Window-panes803.6.16 花岗岩地面晶硬处理Crystallize Marble813.7 PA保洁工 PA Cleaner82-863.7.1 棉尘推药剂处理Spray Floor Dust Remover on the Mop823.7.2 推尘（清洁大理石地面）Dust Removed From Floor833.7.3 清洁各公共区域卫生Cleaning the Public Areas843.7.4 洗手间日常清洁保养 Cleaning Washing Room853.7.5 客人醉酒呕吐处理Dealing with Drunk Guests863.8制服收发员Uniform Delivery Maid87-973.8.1 新制服申领、发放Appling for & Giving Out Uniform873.8.2 制服收发Counting & Sending Uniform 883.8.3 交接制服 Taking over Uniform893.8.4 清点脏制服Counting Dirty Uniform903.8.5 核对接收已清洗制服 Checking Uniform Cleaned913.8.6 处理旧制服报损 Steps to Handle Uniform Scraped923.8.7 制服盘点Inventorying Uniform933.8.8 入店、离店人员领退制服Appling for & Returning Uniform for Staff 943.8.9 制服收发员收尾Finishing Work for Uniform Delivery Maid953.8.10 缝补制服Steps to Sewing Uniform963.8.11 缝纫机保养Maintaining Sewing Machine973.9 布草收发员Linen Delivery Maid98-102 3.9.1 交接布草Taking Over linen 983.9.2 布草领用Application of Linen993.9.3 交接餐饮、康乐织品Taking over F&B and H&R Dept Linen1003.9.4 发送客房布草Sending Out Linen of H.K Dept1013.9.5 布草盘点 Inventorying Linen 1023.10花房管理员 Florist103-1053.10.1 绿色植物保养Preserving Green Plants 1033.10.2 保养公共区域插花Preserving Flowers in Public Area1043.10.3 送花Sending Flowers1053.11客衣服务员Guest Clothes Delivery Maid106-1143.11.1 收包Collecting Clothes1063.11.2 点数Counting Clothes1073.11.3 打码Marking on Clothes1083.11.4 叠衣Folding Clothes 1093.11.5 装包Packing Clothes1103.11.6 送衣Sending Clothes1113.11.7 处理遗留物品Dealing with Properties Left by Guests1123.11.8 加快洗衣Express Valet Service1133.11.9 贵宾洗衣VIP Valet Service1143.12大湿洗工Washer-large Items115-1173.12.1 客房、饮食布草洗涤Laundering Linen F&B & H.K Dept .1153.12.2 使用大湿洗机Using Washed-large Items Machine1163.12.3 使用烘干机Using Dry Machine1173.13小湿洗工Washer-small Items118-1233.13.1 开机准备Preparation of Turning on Machine1183.13.2 客衣检查、分类Checking & Classifying Clothes1193.13.3 客衣去迹Remove Stain From Clothes 1203.13.4 客衣洗涤Laundering Guests Clothes1223.13.5 使用小湿洗机Using Washed-Small Items Machine1233.14平烫工Flat Work Ironer Turning on124-1273.14.1 开机准备 Preparation of Turning on Machine1243.14.2 熨烫口布、枕套 Ironing Napkin & Pillow-case1253.14.3 熨烫布草（床单、台布） Ironing Linen1263.14.4 使用大烫机 Using Flat Ironing Machine1273.15手烫工 Presser128-1333.15.1 岗位准备 Preparation 1283.15.2 熨烫西服上衣 Ironing Suit1293.15.3 熨烫真丝服装 Ironing Silk Clothes1303.15.4 熨烫西裤 Ironing Trousers1313.15.5 熨烫衬衫 Ironing Shirt1323.15.6 熨烫T恤衫 Ironing T-shirt1333.16干洗工Dry-cleaner134-1363.16.1 使用干洗机 Using Dry-cleaning Machine1343.16.2 使用人像机 Using Model Machine1353.17布草折叠工 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 楼层客房安全管理制度 Safety Regulation of Guest Rooms1384.3 管家部卫生管理制度