PA SOP培训.doc

34Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: Cleaning Standard 主题： 清洁标准P&P No. HK-PA- P&P -01编号：HK-PA- P&P -01Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerPurpose: To ensure that our hotel achieve high quality and consistent standard of cleanliness.目的： 确保我们酒店始终如一的高质量清洁标准。Procedure:步骤：1. Cleaning the carpets, ensure there are no strange odors, stains and spots. Free of no visible dirt and soil. Edges clean/no dust build-up, free of rips and strings.地毯清洁时，应干净，无异味、污渍，没有可见的痕迹，地毯边没有积聚尘埃，没有撕破。2. Clean the floors, ensure there no scuff marks, and dust dirt or soil. No wax build-up edges and corners clean.清洁地板时，应干净，没有磨损，无尘埃和污渍。没有积上过量的蜡，各个角落干净。3. Clean desk and cabinets; ensure there is no dust dirt or soil. No oily appearance and no lint. Drawers slide evenly清洁桌子和橱柜时，应干净，无尘、无油积在表面，抽屉无故障。 4. Clean desk and sofas; make sure that there are no spots or dirt. Legs clean/all wooden or metal parts, in proper working order. Paint and finish intact. Upholstery clean and spotless, legs and back of chairs dusted and free of marks. 干净，无灰尘。桌腿干净，木制品或金属部件能正常运作。桌面油漆没有磨损。桌椅布料干净，无污渍。椅腿椅背干净。5. Make sure there are no smudges, lint, dust, dirt or fingerprints on the mirror, and no cracks or chips. Hang hardly on wall.确保镜子上面没有污渍和手印，无裂缝，牢固地挂在墙上。6. Make sure there are free of earwax or soil on ear and mouthpiece on the phone. Information on phone is easy to read/clean. Phone is in proper working order. 确保电话表面干净，话机说话部位和耳机部位无尘。电话上的提示信息要清楚，且干净。线路正常。7. Make sure there are free of watermarks, dirt, soil on the windowsill. No dead insects in windowsills or ledges. Tracks are spotless.确保窗台干净，无污渍 和手印，窗帘轨道无尘。8. Make sure that there are free of watermarks, dirt, soil or dead insects on the curtains. No rips/tears. Pulls freely in tracks. Hooks intact/batons not missing. No debris/dead insects on floor behind drapes.确保窗帘干净，无污渍和水渍。轨道拽拉自如，钩光亮，没有丢失的钮。窗帘后没有死的昆虫碎片和垃圾。9. Make sure there are no cobwebs. No glue bleeding through wallpaper. Vinyl intact-rips/tears, not busting at seams & not coming unglued.确保墙角没有蜘蛛网，墙纸没有胶水漏出，也没有破烂和卷边现象。10. Make sure there is no dusty on front or top of the pictures frames.确保画框干净，框架四周无尘。11. Make sure there is no trash, dirt soil or hair outside the wastebasket. In good condition, no marks or scuff marks.确保垃圾筒干净，无废物、灰尘、头发等。质量完好，无污渍。12. Make sure there is free of dust/dirt on the vents, and secure. 确保空调通风口干净、无尘，安全。13. Make sure there is free of dust/dirt on the doors. No dust inside door jam. Number is clean and visible. Door knob is not loose. Finish intact. Thresholds are clean on all room doors, including connecting doors.确保房门干净，无尘，房间号干净可见，门把手完好，门漆光亮。门槛要干净，含相连的房间的门也要干净。14. Make sure there is free of dirt, trash, ashes and smoking debris in the ashtrays. Not cracked or chipped, high polished appearance.确保烟灰缸干净无尘，无烟灰，无裂缝，表面漆光亮洁净。15. Make sure there are free of fingerprints and soil on the light switches. Screws are intact.确保灯开关干净，无手印和渍迹。螺丝要光亮。16. Make sure there are no dirt or dust on top or sides of the control set of climate control box. And it is in proper working order.确保温度调节箱的控制装置干净无尘，运作正常。17. Make sure there is no body waste visible in the toilet bowels. Free of urine spots, dirt, and soil. All parts clean, No soil in between toilet lid and seat. And it is in proper working order. Basin is clean, toilet seat and lid is in good condition, toilet in good condition.确保马桶已冲洗干净，没有粪便和尿渍，所有部件设备干净。运作正常，便盆干净，便池座和马桶盖良好。18. Make sure grab bars are smudge free and polished dry on the grab bars.扶手干净无渍，光亮。19. Make sure faucets clean and shiny. No residual or build-up. Fixtures are intact, easy to turn water on and off.水龙头干净有光亮 ，开关自如。20. Make sure amenities neat and in proper place. Correct number present of each item. Boxed and bottles clean.客用品的盒子和项目干净整洁，数量正确。21Make sure glasses free of watermarks and topped with glass caps.玻璃杯无水渍、污渍，干净。22. Make sure amenities tray clean and spotless.客用品篮干净和光亮。23. Make sure hallway carpets spotless, free of scuff marks or black marks.走廊地毯干净，无划痕、黑渍。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area部分： 公 区Subject: Know the cleaning tools 主题： 各种清洁工具的认识P&P No. HK-PA- P&P -02编号：HK-PA- P&P -02Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerPurpose: To know all cleaning tools using in PA目的： 认识各种清洁工具，在工作中方便使用。ITEMS:项目：1. Floor Washer: an all-purpose cleaning machine, such as wash、polish 、and marble crystallization. 双速机：多用途的清洁机器,可用于洗地、抛光、结晶。2. Vacuum Water Machine: it is for vacuum water on Floor. 吸水机：用于洗水.3. Vacuum Machine. it is for vacuum carpet.吸尘机：用于地毯吸尘4. Sofa Cleaning Machine. it is for cleaning sofa and chair.沙发清洗机：用于清洗沙发及椅子5. High Speed Polishing Machine: it is for floor polishing.高速抛光机：用于地面抛光Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: The usage of common detergent 主题： 常用清洁剂的使用P&P No. HK-PA- P&P -03编号：HK-PA- P&P -03Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective: Master the usage of common detergent 目的：掌握常用清洁的使用方法.ITEMS项目：1 Forward: It is use for daily cleaning, such as removing floor stains.万能清洁剂：适用于所有日常清洗。如地面清洁。去污。 Clean the surface with proper diluents first and then use water to clean. For touch dirty: remain the chemical on the surface for about 10 minutes and then clean it. 先用适量稀释液清洗表面，擦洗后用清水冲洗干净。重污要清洁剂在污垢出停留10分钟然后才擦洗3. End-bac: It is for cleaning urinal, tile. It is used as disinfectant and deodorization, extremely for water, stain, rust stain and emiction stain.康洁：用于清洁尿槽，瓷砖。还有消毒，除臭功能。对水垢，锈渍，尿渍有特别功效.3 JIF: it is use for cleaning tile and stainless-steel and glass. JIF洁而亮:用于瓷砖，不锈钢，玻璃等表面清洁,有较强的去污能力4. Gloss: it is use for stainless-steel cleaning. keep from fingerprint, smudges, rust and water stains. 不锈钢清洁剂:用于不锈钢的保养及清洁。防止有手印，油污，锈渍，水渍。4. Spray the chemical on to the surface and polish with soft cloth strip直接将不锈钢清洁剂喷在物体表面，用软布适当的磨擦Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area部分： 公 区Subject: Safety Knowledge Of Work主题： 工作安全知识P&P No. HK-PA- P&P -04编号：HK-PA- P&P -04Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerPurpose: To increase personal safety awareness in work place目的： 工作时要加强个人安全的意识。Procedures程序：1) All staff must use a stepladder to clean the upper part of areas. Never stand on a chair or trolley with wheels.清扫高处区域，应使用梯子。不要站在椅子上或带轮的手推车上。2) Use a dry cloth to dust light bulbs or any electric fixtures.用干抹布试去电灯上的灰尘及其它电器部件。3) Do not wear jewelry while working.工作时，不要戴首饰。4) Do not stand on the marble tables to clean mirrors.不要站在大理石桌子上去擦镜子。5) Do not pour water on the marble floor as this will make it very slippery.不要将水全洒在大理石地板上。这将使地面很滑6) Do not use your hand to get the rubbish from the wastebasket because it may hurt your fingers if some sharp article or blade is inside. Turn the wastebasket upside down in the garbage bag on your trolley.垃圾筒内的杂物不要用手去取，因为尖的物品会弄伤手指。应将垃圾筒用倒置方法将废物放在卡车内的垃圾袋内。7) Do not mix articles such as bottles etc. with the soiled linen.不要混放物品。如将瓶子与脏布草混放在一起。8) Check the different kinds of detergents, carefully for different purposes.仔细核查清洁剂的种类，不同的物品要用不同的清洁剂。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: Reasonable Job Requests 主题： 合理的工作要求P&P No. HK-PA- P&P -05编号：HK-PA- P&P -05Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective To ensure all staff possess kinds of skills目的： 确保所有员工具备多项职能。PROCEDURES 程序：1. Specific and clear instructions will be given to the Housekeeping Staff from their supervisors to meet department or guest needs.为满足部门或客人的需要，主管要将具体清晰的指示发给员工。2. Reasonable job requests can be assigned directly by the Executive Housekeeper, Senior Supervisor /Supervisor to correct or improve the best service situation affecting the department or guest.在影响部门或客人的需要时，为指示或改善它，副行政管家或公区经理/主管可以直接来指派合理的工作要求。3. PA Staff must follow all reasonable job requests and finish all the tasks in time at any time.员工要随时遵照合理的工作要求及时完成任务。4. PA Staff must ask questions if they do not understand instructions or are not able to perform the task.若员工不明白指示，或不能完成工作，要马上联系上司。5. Failure to commit reasonable job requests could result in disciplinary action, there will have a punishment according to department rules and policy if staff have been warned 3 times that the chances were given but no improvement.若不能未完成合理的工作要求，员工要受处分，在被警告三次后，员工依旧不能完成工作，将按照酒店制度处理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: Sign in/out , meeting before shift 主题： 签到、签退、班前会P&P No. HK-PA- P&P -06编号：HK-PA- P&P -06Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective: To provide a communication moment of important and relevant information of Housekeeping to the PA staff.目的： 为所有公区员工提供交流相关信息的机会。 PROCEDURES 程序：1. All PA staff is to make their work summarization at least for 15 minutes before shift briefing with uniform员工在交班前15分钟工作总结，身着制服。2. The Assistant Housekeeper or Pa Supervisor should discuss the brief to all on relevant information for the shift ahead:交班前，副管家或主管要先讨论相关的信息。 Assign work to the staff给员工分配工作 Introduce new event order to staff 向员工传达新命令 Check all staff grooming/hygiene 检查员工的仪容仪表 Update from pervious shift advising any relevant information on guests/ hotel matters更新前一班的记录，提供一些相关的信息3. Sign in and out: sign your name in office ahead of 15 minutes, and sign out in office too. Ahead and late is not permitted. Fill in your name and time clearly. Or there will be punished after founding sign for others.签到签退：上班前十五分钟到办公室签到，下班后到办公室签退。不得迟到早退，正楷签写自己的名字及时间。不得代签，如发现按部门规章制度处理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: Draw the keys 主题： 钥匙的领取P&P No. HK-PA- P&P -07编号：HK-PA- P&P -07Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective：Understand the importance of keys specifically目的： 明确的理解钥匙的重要性。PROCEDURES 程序：PA section need use offices key sometimes. And it should be allowed by supervisors and hand over to the staff. Those who lose the key are responsible for the lost and any damage.PA.工作时会使用一些其它部门的钥匙方便工作。这些钥匙的领取必须由当班主管来领取。员工不得私自领取。钥匙由主管发放的员工手里，如钥匙丢失，则谁丢失谁负责按部门规章制度处理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area部分： 公 区Subject: How to cleaning rubbish bin and standing ashtrays主题： 如何清洁垃圾筒和立式烟缸P&P No. HK-PA- P&P -08编号：HK-PA- P&P -08Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective: To maintain rubbish bin clean and hygiene standard.目的： 确保清洁卫生标准。PROCEDURES: 程序：1. PA staff need empty all rubbish bins，and dump all the rubbish into the bags on the trolley when cleaning the public area.将公共区域垃圾桶内的垃圾倒在工作车的垃圾袋内。2. With a slightly wet, clean rag wipe out the entire rubbish bin each time每次都要用一个略湿的、干净的布擦垃圾筒。3. Replace a new plastic in each rubbish bin and tidy the area.每次将垃圾筒的塑料袋换掉，并将开口处扎整齐。4 Polish the surface of ashtrays with GLO polisher., make it more polished and dry ,free of dust and stain用特殊的清洁剂对烟缸表面进行抛光处理。保证其表面是干净的光亮的。没有灰尘的。5. Clean the sand on the ashtray ,make sure they are white,and seal it with cover which has hotel logo.清洁烟缸上的沙子，保证是白色的，用带有酒店标记的印章盖沙子Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area部分： 公 区Subject: How to clean elevators、 staff elevators主题： 怎样清洁客梯和员工电梯P&P No. HK-PA- P&P -09编号：HK-PA- P&P -09Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective: To achieve hygiene standard.目的： 确保清洁卫生标准。PROCEDURES 程序1 Outside of the lift. 电梯外部：a：Mop the surface of the lift, sign board and the buttons. 擦抹电梯门表面和指示牌，按键b：Mop the door frame and the rack.擦抹电梯外门框及轨道2 Inside of the lift. 电梯内部：a : Mop the inside of the door frame and rack擦抹电梯内部门框及轨道.b：Clean the ceiling light and no dust清洁天花灯，天花板表面灰尘c：Dust the wall and the billboard. 擦抹擦抹墙壁及宣传栏d：Dust sign and buttons inside the lift. 擦抹电梯内部指示牌，按键e：Clean and polish inside door surface. 清洁抛光电梯内部门面f：Clean the floor and corner. 清洁地面及边角3 Check the lift from the top to bottom, especially the surface of the door, Keep the door free of dust and fingerprints and stains.由上到下检查各部分，特别是门面。无手印及污迹4 Polish and wax the wooden board and stainless-steel regularly.定期对木制板及不锈钢进行上蜡抛光清洁。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: How to use vacuum machine 主题： 如何使用吸尘器及怎么吸尘P&P No. HK-PA- P&P -10编号：HK-PA- P&P -10Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective: To provide consistent cleaning standard.目的： 提供一致的清洁标准PROCEDURES 程序：1. PA staff must check the electric cord and plugs for any loose parts or damage.检查电源插头和插座，看看是否有松落或毁坏。2. Plug in socket, loose wire, move machine to the corner, pick up big pieces of rubbish.插头插在靠时门口的插座处，电线散开，挪开吸尘器到拐角，拾起地上的废物。3. Run vacuum machine to clean the corner, make sure the floor is vacuumed and move backward towards entrance to avoid food prints. Vacuum wet carpet and water or sharp things are not allowed.开动吸尘器，从拐角处开始进行清扫，不要碰到家俱，由里向外清洁，以便不留有脚印。不可吸潮湿的地毯和水或是尖锐的物品。4. Be sure to keep back straight.背要挺直。5. Do not pull the cord from a distance, use hand to unplug at the wall socket.不要在远处拔电源的插头，要用手拔掉墙上插头。6. When finished, put the cable under the handle to keeping in order. 每次用完后将电线缠好并塞在提把下,以保持整齐。7 Empty dirt bag and clean vacuum machine before the end of your work. Ensure filter is clean.每天下班前倒空吸尘器内的袋子，并清理吸尘器,保证过滤器是干净的。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部门： 客房部Section: Public Area 部分： 公 区Subject: How to clean furniture and how to wax 主题： 如何清洁家私及怎样上家私蜡P&P No. HK-PA- P&P -11编号：HK-PA- P&P -11Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2页数：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公区员工Approved by:批准：General ManagerObjective：To ensure all furniture in the public areas are well maintained.目的： 确保公共区的所有家具保养良好。PROCEDURES 程序：1. PA Staff With a slightly wet, clean rag wipe all furniture once a day or more frequently if necessary; include all public areas and offices.用稍湿的干净布每天擦洗家俱一次，若必要，还要多几次。包括所有公区区域和办公室内的家俱。2. PA Staff Polish furniture by slightly spraying furniture polish on a cloth, then wiping all wooden surfaces and furniture polish is used once a month.用布轻轻给家俱上光，然后擦抹木制家俱。（家俱上光每月一次）3. Brush all furniture cushions with a clean, slightly wet rag, including the inside, at least once a day or more frequently if necessary. 家俱垫，家俱内侧至少每天要擦一次。若必要还要多几次4. Using vacuum and clean all furniture and cushions once a week, use proper chemical cleanser to ensure that all dust and debris is absorbed.每周一次对坐垫吸尘，确保尘埃和碎片被吸掉5. Polishing the furniture from the top to the bottom and polishing equality, the next row should cover the previous row or it will affect the aspects上蜡时要注意，从上到下，蜡面要均匀。后一排要压住前一排打，以免错漏影响