SOP-FL02-(05-14) (2).doc

No: HK-SOP-02-05Date : 2011-08-11Policy and Procedure政策与程序GM Approval_总经理批准Dept Head Submitted By: _部门经理提交DFA Verified By: _财务行政总监确认DO Approval _营运总监确认Evening Turn-Down Service夜床服务Purpose: Standardization of the procedure of providing evening turndown service.目的： 提供晚间开床服务的标准程序。Procedure:Reserved Room (Vacant St):预定房间（空房状况）Press the doorbell three times and call out “Good evening, housekeeping service” before unlocking the door with your key.按门铃三次，在用钥匙开门之前报称“晚上好，客房服务”Use the key tag to switch power and turn on the light.用钥匙卡开电源然后开灯。Draw the blackout curtains completely.完全地关厚好窗帘。Fold ankle of duvet according to standard instructions. If only one person is present, turn down the bed by the bathroom wall near the phone. (Remove the bedspread from the bed if bed with it)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）Take the breakfast menu from the doorknob or the compendium, and place it on the pillow. For VIP guests, place a fresh flower on the opened duvet(just for VIP).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）。Replace the ice cubes if necessary.如需要补充冰块。Place the bath mat in front of the bathtub.在浴缸前放好地巾。Make one last check of the room before turning off the lights, keeping only one bedside lamp on.在关灯前确保做一次最后检查，只保留床边的一盏灯。Remove the key tag, close the door, and make sure that it is locked, then fill out then turn down service report.拿走钥匙卡，关门，确保它是锁好的，然后填写开床服务报告。Occupied Room:住客房：Enter the guestroom进客房Press the doorbell three times and call out “Good evening, Housekeeping service,” then wait five seconds to give the guest time to respond.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。If there is no response, open the door with your key and knock on the door again, while calling out “Housekeeping room attendant”.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”If the guest answers your knock, ask if the guest would like his/her bed turned down now or later.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。If the room is empty, you may enter to begin the turning down service.如果房间无人，你可以进入房间开始做开夜床服务。Ask the guest for permission to draw the blackout curtains and turn down the bed if he/she is in the room.如果客人在房间里，问客人是否同意关窗帘和开夜床。Remove guest items from the bed.从床上移走客人的物品。Turn down the bed that the guest used it. 开客人所有过的那张床。If there is bed spread on the bed fold it according to standard instructions place the bedspread into the wardrobe or as instructed space.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。Turn down the bed according to standard instructions and style.按指定的标准和样式开床。Return the guest items on the bed after finish.完成开床后把客人的物品放回在床上。Tidy the sleeping room.整理卧室Collect the trash and empty the wastebaskets into the trash bag on the cart.收垃圾及倒垃圾桶到服务车上的垃圾袋里。Place a turndown amenity in the appropriate location.把开夜床的客用品放在还是的地方。Place the breakfast menu on the bed.在窗上放早餐牌Tidy the bathroom.整理浴室Wash and dry any used ashtrays and glass tumblers, then place them in the appropriate location.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。Wash and dry any used tea or coffee cups.清洗和擦干任何使用过的茶杯和咖啡杯。Clean and wash any used basin and tubs.清洗和擦干使用过的垃圾桶和浴缸。Change used towels, and replace guest supplies, if necessary.更换使用过的毛巾，如必要同时补充客用品。Create a pleasant atmosphere in the guestroom.在房间里创造一点愉快的气氛。Refill the ice cubes.补充冰块。Turn on one the bedside lamp.打开一盏床头灯Make one last check of the room to ensure that everything is OK, then ask if the guest needs anything else before leaving the room.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。Lightly close the door. DO NOT forget to say something courteous to the guest, such as “Good night”, “Have good night”, etc., when leaving the room.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Note the room status and the in and out time on the turn down service report.在开床报告表上记下房态和进出时间。NOTES:注意：If there is an extra bed or cot in the room, place an extra set of guest supplies and towels in the room.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。If the guest is in the room, ask if the guest wants to order breakfast from Room Service.如果客人在房间问客人是否想从送餐部定早餐。Guest receives turndown service between 17:30 21:30 hrs对客开夜床服务时间是17：30 到21：30。Night garments if any are neatly folded and placed on bed.睡衣如有整齐地折叠和放在床上。No: HK-SOP-02-06Date : 2011-08-12Policy and Procedure政策与程序GM Approval_总经理批准Dept Head Submitted By: _部门经理提交DFA Verified By: _财务行政总监确认DO Approval _营运总监确认Mini-bar Procedure迷你吧程序Purpose: To maintain Guest satisfaction and control of Revenue.目的： 保持客人的满意和利润的控制Procedure: 程序1. Main Mini Bar Store迷你吧仓库This will be located in Housekeeping and will be under the control of the HousekeeperReplenishment of this area will carried by HSKP Dept as the per the established beverage requisitioning procedure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。2. Mini Bar Floor Pantries 各个楼层酒水间 These pantries serve to replenish all mini bars on each floor it will be under the control of HSKP mini bar attendant, she/he will mark on the mini bar replenishment order record which items need to be taken to refill the room mini bar. 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。3. Guest Room Mini Bar Set-up 客房的酒水配置 All the guestrooms should be kept of same mini bar set-up standard. If the guest requests to take mini bar items away from the room. All mini bar items should be kept in the pantry cabinet and recorded. 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。4. Mini Bar Check: Layout 迷你吧单: 版面布局 The mini bar check comprises four sheets of self-carbonation paper. The paper is color coded as such: 1st copy white 2nd copy pink 3rd copy yellow 4th copy blue All checks should carry a numerical sequence. All checks are accountable. And all damaged or unusable checks should be returned to the Accounting Dept for disposal. All checks are printed in English and Chinese.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5. Mini Bar Check Control: 迷你吧检查控制 Once a guest has consumed item in any mini bar and HSKP have refilled that item, HSKP store keeper must carry out the following details without fail.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：A. The details of the consumption entered from the check onto the floor mini bar consumption sheet.应该把迷你吧的各项填入楼层消耗表中。B. The 1st copy white of the mini bar check left in the room for guests reference.第一联“白色”留给客人参考C. The 2nd copy “pink” of the mini bar check is forwarded directly by HSKP to front desk cashier.第二联“粉色”交前台收银保存。D. The 3rd copy yellow is forwarded directly by HSKP to the accounting Dept (cost controller).第三联“黄色”由客房部转给夜审。E. The 4th copy blue of the mini bar check, is to be attached to the floor consumption sheet and given to Housekeeping store keeper. This floor consumption sheet is then used to requisition stock from HSKP to refill into the floor pantries. 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。Note: It is then the role of accounting (cost control and night audit) to ensure that all revenues posted meet with the revenues marked on the mini bar checks received.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。6. Daily operation of The Mini Bar 日常的迷你吧的操作 A. The store keeper is responsible for the daily operation of mini bar, particularly in the following aspects: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： Maintenance of par stock保持标准的配备 Requisitions of mini bar items申请领取迷你吧物品 Supervision of mini bar replenishment in pantry对工作间的迷你吧的补充进行管理 Control of charges posted控制管理所有的输帐 Daily reports of mini bar consumption 每天的迷你吧消费报告 Daily reports of late charges and mini bar items lost 每日的晚入帐和丢失报告 Mini bar inventory control 迷你吧盘点B. The HSKP Supervisor is responsible for the daily operation of mini bar in his/her section, particularly in the following aspects: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： Checking of all mini bars in Vacant and Occupied Rooms.检查所有的空房及住客房的迷你吧 Maintenance of par stocks in pantry in his/her section.保持他/她所管辖的区域的迷你吧的配备标准 Report late charges and losses in his/her section.报告任何晚入帐和丢失的迷你吧项目C. The HSKP attendant is responsible for the daily operation of the mini bar in his/her section, particularly in the following aspects: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： Preparation of charges on mini bar bills and report to F/O cashier for mini bar consumption charging.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。 Replenishment of items posted补充相关物品。 Checking of all mini bar in vacant check out and Occupied rooms.检查所有退房和住客房的所有酒水。 7. Checking the Mini Bar 检查迷你吧A. HSKP Supervisor客房部主管 The HSKP Supervisor will ensure that the HSKP attendants are made aware of all checkout rooms with time for mini bar checking (within 5 minutes).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。 Ensure that all mini bars in the rooms are replenished according to mini bar checklist posted by order taker. 确保所有 的酒水按照酒水单的标准补充齐全。 Ensure that all the mini bar cabinets in the pantries are locked at all time and no mini bar items left on the maid trolley.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。B. HSKP Attendant 客房服务员 Upon the cleaning of all guestrooms the mini bar should be checked to see if the guest has consumed any item.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。 If the guest has consumed anything from mini bar selection, the items concerned should be entered onto the mini bar check. If the miniatures cover is opened, even the guest has not used it; those uncovered miniatures should be billed to the guests account.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。 When the HSKP attendant receive information for checking mini bar (check-out room), the HSKP attendant phone call front office cashers to report consumed mini bar according to room No., Items, Quantities and his/her name. The HSKP attendant should also ask for the voucher No. and the name of cashier, then note it into the room attendant work sheet.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。B. Office/mini bar clerk办公室的文员 When the HSKP center receives the information for mini bar checking from F/O staff, the clerk should inform the HSKP attendant within 1 minute. The HSKP attendant should complete the mini bar checking and report within 3 minutes.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。C. Check out rooms检查退房 F/D cashier upon processing a guest for check out. F/O cashers should inform HSKP center immediately to verify if guest has been any consumption from the mini bar, and give 5 minutes to HSKP complete these process of contacting, checking and reporting as soon as possible.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。 The F/O casher responsible for posting mini bar check if the guest has consumed items when he/she receives phone call from the HSKP attendant and fill in mini bar check, then charge these to the guest account prior to finishing the check-out.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。 2nd copy of mini bar check is to be left to front desk cashier.第二联给前台收银备档。D. Occupied Room住客房的检查 The HSKP attendant should be checked of all the occupied rooms during cleaning the room, the item concerned should be entered onto the mini bar check if the guest has consumed. 1st copy of mini bar check is to be left for guest reference.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。8. Refilling Procedure 补充程序A. Upon the HSKP attendant identifying which guest has consumed items. These items must be marked on the mini bar check.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。B. The HSKP store keeper will distribute mini bar items to HSKP attendant according to mini bar check posted per floor.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。C. The HSKP attendant will replenish mini bar items to the guestrooms according to mini bar control sheet noted items.楼层服务员根据单据把相应的酒水补进房间。Note: This must be done on a daily basis注意这是每天的工作不能累积。 D. In case of a guest requiring mini bar items in the evening HSKP will issue the stock required to meet the guest needs. A mini bar check will be filled in, the guest will be required to sign as acknowledgment.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。 9. Accounting Procedure 财务上的程序A. HSKP should deliver daily mini bar consumption report with 3rd copy of the mini bar check to cost control at 9:30 PM.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9:30传给成本控制。B. The PM shift office clerk prepares a total consumption report and daily mini bar report.由中班的文员准备消费日报表 Distribution of the report to:分发给：Accounting Dept (Cost controller): 财务部：Late charge report； Daily mini bar consumption report with 3rd copy of mini bar check posted.晚入帐报告；日消费报表及第三联酒水单HSKP office file: Late charge report. Individual 4th copy of mini bar check posted with consumption report. 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C. The daily mini bar consumption report will be used as a requisition for all stock. 消费日报表将被用做到总仓领货的依据。D. Mini bar Breakage酒水的破损 Mini bar breakage should be kept no higher than 3-5% of total revenue.酒水的正常破损应该控制在不超过总收入的3-5%。 Disputed charge should be kept all times of a minimum with HSKP verifying all disputed rooms.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。 Copies of the mini bar breakage reports should be go to the following personnel:酒水的破损报告应该分发给以下相关人员： F &B Manager餐饮部经理 Executive Housekeeper行政管家 Cost Controller财务成本控制 E. Out of date items过期的项目 Any item that is found to will be out of date should be sent to HSKP where fresh stock will be given to replenish the item.任何即将过期的物品应该送到仓库保管员处来更换新的进行补充。 All out of date items will be exchanged on one for one basis.所有的将过期的物品本着以一换一的原则来更换。 These items will then be evaluated for use in other areas of in the case that it is beyond usage. It will be recorded on the mini bar spoilage form.这些即将过期的物品将被用在其他的区域以达到快速处理的目的。 In case, if the hotel has a control agreement with the supplier (i.e. EAC), then the out of date items will be returned to the food store, and the cost controller will contact the supplier to come and pick up these items, then replace them with fresh stock.这种情况如果饭店和供应商有协议可以把那些即将过期的物品退给供应商来进行更换补充。Note: It is the responsibility of the floor supervisors and the room attendants to check rooms on a frequent basis to ensure that out of date items are kept to a minimum. Also it is the responsibility of the Purchase Dept. to control and request supplier to provide fresh stock which minimum 3 months can be kept of longer.客房部领班和服务员有责任检查所有的物品的保存期，最低的标准是在保质期的前一个月。采购部和仓库同样有责任保持酒水仓库的物品的新鲜。F. Month and inventory: 月度的酒水盘点 At the end of each month, cost controller and HSKP office/mini bar clerk will be required to carry a month end inventory of all mini bars, to ensure that all are stocked correctly.在每个月末，成本控制和客房部文员将对所有的酒水物品进行盘点确保准确。 This inventory is to be recorded on floor check sheets and these sheets forwarded to the cost controller office as soon as the count is finished by 5:00 PM on last day of each month.盘点记录要在每月的最后一天的下午5点递交一份给财务部。 Also included in this inventory are all pantries.包括所有的工作间和仓库。No: HK-SOP-02-07Date : 2011-0812Policy and Procedure政策与程序GM Approval_总经理批准Dept Head Submitted By: _部门经理提交DFA Verified By: _财务行政总监确认DO Approval _营运总监确认Guest Laundry HSKP Attendant客衣服务程序-客房服务员Purpose: To make sure guest laundry requests are completed on time.目的： 确保客人要求是准时完成。Procedure:程序Request:要求1. Guest is offered of laundry service. Guest on request gives the information on type of service, and time for delivery.我们是给客人提供洗衣服务的，当客人要求洗衣服务时，在服务的种类的及送回时间上要给客人明确的说明。2. Guest is requested to leave the laundry basket/bag containing the accomplished laundry list in the room in case guest is leaving.倘若客人将离开，在房间里客人是要求把洗衣放在洗衣蓝/洗衣袋里并填写好洗衣单。3. Guest need to be informed that laundry collection will be made within 5 minutes of call. Apology is extended if unable to meet guest request and alternative is offered.客人需要是通知收洗衣，收洗衣应该在5分钟内完成。如果不能在要求的时间内完成洗衣致歉给客人，同时提供选择给客人来弥补过失。Collection:收洗衣1. Usually, guest laundry may be collected anytime after 06:00 AM. But guest should give to Housekeeping before 12:00 if laundry service is requested to return in the sane day.通常，客人洗衣可以在早上6；00后任何时间收取，但是洗衣要求在当天送回客人应该在12；00前给客房部。2. For occupied room, the Room Attendant will collect the laundry at 9:00 9:30 a.m. For those rooms with “ DND” signs or double locks, Room Attendant should recheck before 10 A.M to ensure occupied rooms have been checked completely.对于住客人房服务员将在早上9：00至 9：30 查收。对于那些挂有“请勿打扰”牌或双重锁的房间，服务员应在10：00左右再检查一次，确保所有住客人房都检查了。3. Room Attendant should check the laundry list, incl. Room No. Quantity. If there is a discrepancy, Room Attendant should correct it by requesting the guest to recount the laundry. If there is no laundry list in the laundry basket/bag, room attendants need not collect the laundry when the guest is ou