客房清洁、楼层、公共区域及遗留物品管理制度.doc

客房清洁、楼层、公共区域及遗留物品管理制度第一章楼层规章制度Purpose目的：Tomaintainguestsatisfactionanddisciplineinthefloorsection为了保证客人的满意度和楼层分部门的纪律性Procedures政策:1Makeyourselflookwellbeforeonduty.上岗之前，必须做好本人的仪容、仪表工作。2Sayhellototheguestswithsmilingandcourtesy.Answertheguestsquestionscorrectlyandhelptosolvetheguestsproblems.面带笑容、礼貌地打招呼，正确回答客人的问题，帮助解决客人所提出的问题。3Forbidcuttingthenail、combingthehair、doingpersonalthingsandspittinganywhereintheguestareas.禁止在客用区域剪指甲、梳头发以及做私事，严禁随地吐痰。4Forbidsmokinginthefloorarea.Dowellinthefirecontrolandsecurity.Forbidhiddendanger.严禁在楼层区域吸烟。严格做好消防、安全等措施，杜绝安全隐患。5Forbidsocking、chewinggum、readingnewspaper、sleepingandmakingnoiseloudly.工作时间禁止吃零食和嚼口香糖、看书报、睡觉和大声喧哗。6Forbidtakingabathindutytime.不得在上班时间洗澡。7Handthegoodspickedupanywheretothehousekeeping.在任何地方捡到东西要立即上交房务中心。8Abidebythesystemofthecarry-oversmanagement.Handthecarry-overtothehousekeepingbeforeoffdutyonthesameday.遵守遗留物品管理制度，遗留物品必须于当天下班前上缴房务中心。9Forbidusingtheguestselevatorexceptspecialsituationsallowedbysuperior.不得使用客用电梯，特殊情况得到上级批准后方可使用。10Forbiddiscussingtheguestsbeyondthem.Regardpeopleinandabroadasthesame.不得在客人面前或背后议论客人。中外宾客要一视同仁。11Uniteandhelpeachotherbetweencolleagues.Forbiddiscusscolleaguesunfairlyandmakingdisagreementamongcolleagues.同事之间必须团结协作、互助互爱。不得非议同事，不得挑拨离间。12Forbidstayingathoteloffdutytime.Putontheuniformifnecessarywhileworking.非工作时间不得逗留在酒店，如因工作需要必须换好制服。13Forbidtakingorusingthehotelarticlesnotallowedsecretly.任何员工不得私拿、私用酒店的财物。14Reporttotheleadershipifthestaffacceptedtheguestsgifts.Thestaffcantakethegiftsoutfromthehotelwiththeagreementofthemanager.任何宾客赠予的物品必须上报当班主管，经部门经理同意后，开具出门条方可带出酒店。15Forbidleavingthedutywithoutpermissionandchangingthedutyatwill.不得擅离职守，不得随意窜岗。16Obeytheworkarrangementbythesuperior.Ifthestaffhasanyappeals,thestaffcouldcomplaintothesuperior,butonebyoneup.服从上级领导的工作安排。如需要投诉或申诉，可向上一级管理人员反映，但必须逐级投诉、不得越级。17Abidebythediningtime,thestaffmusthandovertheworktothenextstaff.严格遵守用餐时间，用餐时必须与相邻员工交接。18Abidebythesystemofleaving.严格遵守请假制度。第二章公共区域规章制度Purpose目的：TomaintainguestsatisfactionanddisciplineinthePAsection为了保证客人的满意度和公共区域分部门的纪律性Procedures政策：1Makeyourselflookwellbeforeonduty.上岗之前，必须做好本人的仪容、仪表工作。2Sayhellototheguestswithsmilingandcourtesy.Answertheguestsquestionscorrectlyandhelptosolvetheguestsproblems.面带笑容、礼貌地打招呼，正确回答客人的问题，帮助解决客人所提出的问题。3Operateaccordingtothedepartmentsprogramandstandard.严格按照部门操作流程及操作规范进行操作。4Forbidcuttingthenail、combingthehair、doingpersonalthingsandspittinganywhereintheguestareas.禁止在客用区域剪指甲、梳头发以及做私事，严禁随地吐痰。5Forbidsmokinginthefloorarea.Dowellinthefirecontrolandsecurity.Forbidhiddendanger.严禁在工作区域内吸烟。严格做好消防、安全等措施，杜绝安全隐患。6Forbidsocking、chewinggum、readingnewspaper、sleepingandmakingnoiseloudly.工作时间禁止吃零食和嚼口香糖、看书报、睡觉和大声喧哗。7Handthegoodspickedupanywheretothehousekeeping.在任何地方捡到东西要立即上交房务中心。8Forbidusingtheguestselevatorexceptspecialsituationsallowedbysuperior.不得使用客梯，特殊情况得到上级批准后方可使用。9Forbiddiscussingtheguestsbeyondthem.Regardpeopleinandabroadasthesame.不得在客人面前或背后议论客人。中外宾客要一视同仁。10Keeptheworkenvironmentneatandclean.Reporttheunusualsituationsintheworkareastothecaptain、supervisor、deputyexecutivehousekeeperandexecutivehousekeeperintime.保持工作环境整齐、洁净。对于工作区域内的所有异常情况应及时汇报当班领班、主管、行政副管家及行政管家。11Uniteandhelpeachotherbetweencolleagues.Forbiddiscusscolleaguesunfairlyandmakingdisagreementamongcolleagues.同事之间必须团结协作、互助互爱；不得非议同事，不得挑拨离间。12Forbidstayingathoteloffdutytime.Putontheuniformifnecessarywhileworking.非工作时间不得逗留在酒店，如因工作需要必须换好制服。13Forbidtakingorusingthehotelarticlesnotallowedsecretly.任何员工不得私拿、私用酒店的财物。14Dowellintheconnectingtheworkandfillintheconnectingworkbook.Connectandreporttheworkunfinishedornotfinished.做好两班交接工作，填写好工作交接本。对于未完成或无法完成的工作也应予以交接和汇报。15Forbidleavingthedutyatwillandabidebythesystemofleaving.Abidebythearrangementofworkandforbidchangingtheworkatwillandovertimeifnecessary.不得擅离职守；遵守请假制度；遵守班次安排，不得随意换班；必要时配合加班。16Obeytheworkarrangementbythesuperior.Ifthestaffhasanyappeals,thestaffcouldcomplaintothesuperior,butonebyoneup.服从上级领导的工作安排、指派、调动，按质按量完成当日的工作。如需要投诉或申诉，可向上一级管理人员反映，但必须逐级投诉、不得越级。17Abidebythediningtime,thestaffmusthandovertheworktothenextstaff.Abidebythesystemofleaving.严格遵守用餐时间，用餐时必须与相邻员工交接；严格遵守请假制度。18Punishthestaffthatmakestheerrorbydisobeyingtheoperationsaccordingtotheemployeehandbook.对于员工擅自违反操作规范所引起的相关过失，将按照酒店的员工手册予以处罚。第三章布草房和洗衣房规章制度第一节布草房规章制度Purpose目的：Tomaintainguestsatisfactionanddisciplineintheuniformroom为了保证客人的满意度和布草房的纪律性Procedures政策：1Haveontheuniformaccordingtothehotelsrequest.Examinetheappearanceoneself.按照酒店要求着装，上岗前自查仪容仪表。2Forbidthefreepersontoentertheuniformroom.禁止非工作人员进入布草房。3Forbidsocking、chewinggum、readingnewspaper、sleepingandmakingnoiseloudly.Forbiddoingpersonalthings.上班时禁止吃零食、嚼口香糖、看书报、睡觉和大声喧哗。上班时不得做私事。4Handthegoodspickedupanywheretothehousekeeping.不得使用客梯，特殊情况必须得到上级批准后方可使用。5Reporttheunusualsituationsintheworkareastothecaptain、supervisor、deputyexecutivehousekeeperandexecutivehousekeeperintime.对于工作区域内的所有异常情况应及时汇报当班主管、行政副管家及行政管家。6Forbidsmokinginthefloorarea.Dowellinthefirecontrolandsecurity.Forbidhiddendanger.严禁在工作区域内吸烟。严格做好消防、安全等措施，杜绝安全隐患。7Forbidleavingthedutyatwillandabidebythesystemofleaving.Abidebythearrangementofworkandforbidchangingtheworkatwillandovertimeifnecessary.不得擅离职守；遵守请假制度；遵守班次安排，不得随意换班；必要时配合加班。8Abidebythesuperiorarrangement、changeandfinishtheworkwithsatisfactionofqualityandquantityinaday.服从上级的指派、调动，按质按量完成当日的工作。9Forbidtakingorusingthehotelarticlesnotallowedsecretly.Andtakegoodcareofthehotelsarticles.不得私拿、私用酒店物品，爱护酒店财产。10Dowellintheconnectingworkandfillintheconnectingworkbook.做好两班交接工作，填写好工作交接本。11Connectandreporttheworkunfinishedornotfinished.对于未完成或无法完成的工作也应予以交接和汇报。12Uniteandhelpeachotherbetweencolleagues.Forbiddiscusscolleaguesunfairlyandmakingdisagreementamongcolleagues.同事之间必须团结协作、互助互爱；不得非议同事，不得挑拨离间。13Forbidstayingathoteloffdutytime.Putontheuniformifnecessarywhileworking.非工作时间不得逗留在酒店，如因工作需要必须换好制服。14Obeytheworkarrangementbythesuperior.Ifthestaffhasanyappeals,thestaffcouldcomplaintothesuperior,butonebyoneup.服从上级领导的工作安排。如需要投诉或申诉，可向上一级管理人员反映，但必须逐级投诉、不得越级。15Keeptheworkenvironmentneatandclean.保持工作环境整齐、洁净。16Operateaccordingtotheoperationandprocedureofthehotelsrequest.Changetheuniformonebyone.严格按照操作规范和操作程序来操作。更换制服时做到一套一换或一件一换。17Provideconsiderateandkindserviceforallthestaffs.Payforthemoneyifthestaffsbrokeorlosetheuniformbypersonalcauses.为所有员工提供礼貌、周到的服务；任何由于员工个人原因造成的制服损坏、丢失，须按员工手册作相应的赔偿。18Checkandguaranteethedoor、windowandpowersourceareclosedbeforeoffthedutyeveryday.每天晚班下班前必须检查并确保门、窗、电源等关闭后方能下班。19Punishthestaffthatmakestheerrorbydisobeyingtheoperationsaccordingtotheemployeehandbook.对于员工擅自违反操作规范所引起的相关过失，将按照酒店的员工手册予以处罚。第四章请假制度Purpose目的：Tomaintainguestsatisfactionanddisciplineinthedepartment为了保证客人的满意度和部门的纪律性Procedures政策：Leave病假a.Ifaskingforleave,thestaffshouldadvanceadaywiththeleavecertification.员工请病假必须持有医院出具的病假证明，提前一天向部门主管请假。b.Theemergencyleavecanbeallowedondaybutwithemergencycertificationandphonetothesupervisorondutyinthemorning.急诊病假可于当天早上打电话向当班主管请假，但须有急诊病假单。c.Gotoworkonthefirstdayafterleavingwiththecertificationandcasehistorycard.病假后首日上班，员工必须持医院出具的病假证明及病历卡。d.Ifhestaffhassomerestdays,thesupervisorcandecidewhethertherestdayscouldcompensatewithleavingdays.如果病假员工有欠假，主管可根据情况决定是否用调休抵冲病假。Caseleave事假a.Thestaffmustputforwardthewrittenapplicationadvancethreedays;thestaffcanleaveafterpermission.员工请事假必须提前三天提出书面申请（填写请假申请表），经批准后方可休假。b.Aleavingdayshouldbeagreedbysupervisor.请假一天须经部门主管同意。c.Abovetwoleavingdaysshouldbeapprovedbythedepartmentmanagerandthehumanresourcesdepartment.请假二天以上，必须经部门及人力资源部审批，同意后方可休假。Weddingleave、maternityleave、funeralleave、visitingrelativeleave婚假、产假、丧假、探亲假a.Asktheaboveleavesshouldbeadvancedtoapplyfor.所有员工请以上假期一律必须提前申请。b.Theleavesystemcanbereferredtotheemployeehandbook.具体请假制度参照酒店员工手册。第五章客房清洁制度Purpose目的：Toensureguestsatisfactionandcomfortable为了保证客人的满意度和舒适度Procedures政策：1Theguestroomsshouldbecleanedeverydaywithoutspecialsituation.如无特殊情况,客房每天必须有员工打扫。2Changethebedsheet、quiltcoverandpillowslipusedeverydayandguaranteetherearenosmut、nohairandnodilapidation.用过的床单、被套、枕套必须每天一换，保证无污迹、无毛发、无破损。3Fortheenvironmentalroom,thestaffshouldreporttheroomnumbertothehousekeepingandwriteitdown.对于环保的房间，员工必须将房号上报房务中心，记录在案。4Thecupsshouldbedisinfectedaftercleaningintheworkshop.杯子必须拿到工作