豪生酒店管家部标准运作程序手册

STANDARDOPERATINGPROCEDURESPOLICYNOSUBJECT项目HSKP001STANDARDOFCLEANLINESS清洁标准HSKP002LOSTANDFOUND失物招领HSKP003ENTERINGGUESTROOMS进入客房HSKP004FLOORATTENDANTSERVICES客房服务HSKP005SHOESHINESERVICE擦鞋服务HSKP006GUESTREQUESTITEMS客人需求项目HSKP007BABYSITTING托婴服务HSKP008GUESTBELONGINGS客人财产HSKP009ROOMWAITREQUESTS等候要求HSKP010SHIFTBRIEFING班会HSKP011WORKORDERS客房维护HSKP012ALLOWINGACCESSTOGUESTROOMS允许进入客人房间HSKP013GRATUITIES/TIPS赠物、小费HSKP014ATTENDINGTOGUESTSINPUBLICRESTROOMS做好客用休息区卫生HSKP015CHAINOFCOMMAND行政管理HSKP016HOLDINGOPENANDSECURINGGUESTROOMDOOR客房安全HSKP017REASONABLEJOBREQUESTS合理的工作分配HSKP018KEYCONTROLPROCEDURE钥匙控制程序HSKP019LEAVINGWORKAREAWITHOUTAUTHORIZATION未经批准擅离工作区域HSKP020TELEPHONESKILL电话技巧HSKP021CLEANINGTHEPUBLICTELEPHONE公用电话清洁HSKP022CLEANINGFURNITURE家具清洁HSKP023CLEANINGTHEGUESTCORRIDORS楼层过道清洁HSKP024PROVIDINGTURNDOWNSERVICE夜床服务HSKP025CLEANINGSERVICEAREASANDEMERGENCYSTAIRWAY服务区和应急区的清洁HSKP026SWEEPLOG清洁记录HSKP027HANDLINGGUESTLAUNDRY处理宾客洗衣HSKP028UNIFORMROOMPROCEDURES制服程序HSKP029HANDLINGGUESTROOMTRASH客房垃圾处理HSKP030EMPTYTHEWASTEBASKET清除垃圾HSKP031VACUUMINGOFPUBLICAREAS公共区域吸尘HSKP032AM/PMDISCREPANTROOMSREPORT早中班房态差异报告HSKP033DEFINITIONOFAGUEST宾客诠释HSKP034HANDLEGUESTCOMPLAINTS处理客人投诉HSKP035JOBSAFETY岗位安全HSKP036PERSONALSAFETY个人安全HSKP037PRIORITYCLEANING优先清洁HSKP038DONOTDISTURB请勿打扰HSKP039GUESTROOMSECURITY房间安全HSKP040ROOMSERVICETRAYSREMOVAL送餐餐盘撤出STANDARDOPERATINGPROCEDUREPOLICYNOSUBJECT项目HSKP041HOUSEKEEPINGDEPARTMENTHYGIENEANDGROOMINGSTANDARD房间清洁和卫生标准HSKP042GUESTROOMCLEANING房间清洁HSKP043MAKEABED做床HSKP044BATHROOMCLEANING卫生间清洁HSKP045PROPERBEHAVIOURFORHOUSEKEEPINGSTAFFS客房员工正确行为举止HSKP046USEAVACUUMCLEANER吸尘器的使用HSKP047HANDLINGBABYCRIB/COT处理婴儿床HSKP048REGULARTURNDOWNSERVICE夜床服务规范HSKP049EXECUTIVEFLOORLOUNGECLEANINGHOURS行政楼层工作时间HSKP050FLOWERORDERING/ARRANGEMENTS鲜花订购、安排HSKP051EXECUTIVEFLOORGUESTS/VIPFLOWERORDERING/ARRANGEMENTS行政楼层客人/VIP鲜花订购安排HSKP052EXECUTIVEFLOORGUESTS/VIPTURNDOWNSERVICE行政楼层/VIP开夜床服务HSKP053CLEANLINESS个人物品要么作废品处理，要么交慈善机构。CASHWILLBECREDITEDTOHOTELVIAMISCELLANEOUSREVENUEORATTHEDISCRETIONOFTHEGENERALMANAGERTOTHEEMPLOYEESRELATIONACCOUNT现金；将作为酒店杂项收入或经酒店经理同意归属拾获员工。VALUABLEITEMSTWICEYEARLYAREVIEWOFITEMSHELDWILLBEMADEANDANYITEMNOTCLAIMEDWILLBEAUCTIONEDOFFTOTHEEMPLOYEESANDMONIESRAISEDCREDITEDTOMISCELLANEOUSREVENUEORATTHEDISCRETIONOFTHEGENERALMANAGER,TOTHEEMPLOYEESRELATIONACCOUNT贵重物品贵重物品两年后由总经理决定是反给雇员还是作为酒店杂项收入。ITEMSRETURNEDTOVERIFIEDOWNERS效验物品所有者SHOULDTHEOWNERONCEVERIFIEDOFALOSTITEMMAKEACLAIMBEFORETHEENDOFTHEPRESCRIBEDPERIOD,EVERYEFFORTWILLBEMADETORETURNTHEITEMVIATHEMOSTPRACTICALANDLEASTEXPENSIVEMETHODALLACTIONSANDCOSTSINCURREDBYHOTELCONCERNINGTHEITEMSRETURNWILLBELOGGEDFORREFERENCEINTHEAPPROPRIATEAREATHISRECORDWILLBEKEPTAVAILABLEFORPERUSALFORAPERIODOFSIXMONTHSTHENDEBITED如果物品所有者（已证明）认领该物品在有效的时间内，我们应积极退还给客人。所有的成本费用及采取的行动将做好记录已备参考，该记录将保存6个月STANDARDOPERATINGPROCEDURESSUBJECTLOSTANDFOUNDPAGES4OF4项目失物招领POLICYNOHSKP002编号COLLECTION/DISPOSALOFUNCLAIMEDITEMS收藏处理无主物WHENNOOWNERISFOUND,THEEMPLOYEEWHOFOUNDTHEITEMMAYCLAIMTHEITEMIFDESIRED当没有找到物主，拾物员工可以认领得到。HOUSEKEEPINGWILLCOMPILEALISTOFITEMSAVAILABLEFORCOLLECTIONONTHE15THOFEVERYMONTHANDEMPLOYEESAREADVISEDTOCHECKWITHHOUSEKEEPINGONTHEDAYREGARDINGCOLLECTIONOFITEMS客房部每月15号编辑一个失物清单，并检查收藏的项目。HOUSEKEEPINGWILLHOLDTHEITEMSFORAPERIODOFFIVEDAYSSHOULDEMPLOYEESFAILTOCOLLECTITEMSTHEYWILLBEDISPOSEDOFASHOTELSEESFITANYCLAIMSUBMITTEDBYANYEMPLOYEEAFTERTHEFIVEDAYTIMEPERIODWILLNOTBEACCEPTED搜集的物品将被酒店妥善处理，员工在5天内不许将物品领走。REMOVALOFITEMSFROMPROPERTY允许将物品带出酒店PRIORTOTHEITEMBEINGTAKENOFFTHEHOTEL,ITMUSTBEINSPECTEDBYTHEEXECUTIVEHOUSEKEEPERWHOATTACHESAPROPERTYPASSANDALOSTANDFOUNDFORMSECURITYTOTHEITEMTHEEMPLOYEEMUSTTHENPROCEEDVIAWHERETHEPAPERWORKWILLBECHECKEDANDIFCORRECT,THEEMPLOYEEWILLBEALLOWEDTOTAKETHEITEMSFROMTHEHOTEL在将物品带离酒店前，必须通过部门经理检查，完善相关手续，通过检查无误才允许将物品带离酒店。STANDARDOPERATINGPROCEDURESSUBJECT主题ENTERINGGUESTROOMS进入客房EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP003ISSUEDBY发出者RDMPAGE页码1OF1APPROVEDBY接收人HOTELMANAGER酒店经理DISTRIBUTION描述ALLASSOCIATES全体员工部门经理OBJECTIVE项目TOENSURETHATGUESTSARENOTBEINGDISTURBWHILEENTERINGTHEIRROOMSWHENSERVICEISNEEDED当客人需求服务，我们进入其房间确保没有打扰客人。POLICYSTATEMENT政策声明ITISTHEPOLICYOFHOTELTHATALLHOTELEMPLOYEESSHOULDFOLLOWPROPERPROCEDURESWHILEENTERINGGUESTROOMS,ANDSHOULDRESPECTGUESTPRIVACYATALLTIMES所有的雇员必须按照此标准进入客人房间，我们必须始终尊重客人的隐私。PROCEDURE程序CHECKTHEDOORLOCK检查门锁IFTHEREISDNDSIGN,DONOTKNOCK如果有DND牌，不要敲门2IFDOUBLELOCKPINISSHOWN,ITINDICATESTHEDOORISBOLTEDANDTHEGUESTISINSIDEDONOTKNOCK如果是双重锁，表示客人在房间，不要敲门ATTHEENTRYDOOR进房程序3STANDINFRONTOFTHEPEEPHOLE站在窥视镜前KNOCKWITHYOURKNUCKLES,ANDANNOUNCEYOURSELFANDDEPARTMENTNAME用指关节敲门并报名字和部门LISTENFORAREPLYALWAYSGIVETHEGUESTADEQUATETIMETORESPOND给客人足够的时间回答4IFNOREPLY,INSERTKEYANDSLIGHTLYOPENTHEDOORIFYOUFINDTHEROOMISOCCUPIED,EXCUSEYOURSELFANDRETURNLATER如果没有回答则可以插入钥匙进入房间，如果房间有客人则等一会儿再进入。NOTE记录IFTHEGUESTISINTHEROOMWHENYOUAREENTERINGDONOTJUSTIGNORETHEGUESTANDSTARTCLEANINGDONOTJUSTCLOSETHEDOOR,SAYNOTHING,ANDGOAWAYDOSAY“GOODMORNING/GOODAFTERNOONSIR/MADAMASK“MAYIMAKEUPYOURROOM“WHATTIMEWOULDYOULIKETOHAVEYOURROOMCLEANED”TAKENOTEONROOMASSIGNMENTSLIPANDRETURNATTHETIMEREQUESTED当你进入时房间有客人不要不理客人就开使工作。不要什么都不说就关门走了说“早上好/下午好先生/小姐。”问“我可以整理房间吗”“我什么时间可以整理房间“（当战时客人不需整理时STANDARDOPERATINGPROCEDURESSUBJECT主题FLOORATTENDANTSERVICES房间整理EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP004ISSUEDBY放送人RDMPAG页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION描述EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标ITCLEARLYSTATEDTHEDAILYRESPONSIBILITIESOFFLOORATTENDANT,ANDITISVERYIMPORTANTTODEMONSTRATEFLEXIBILITYANDCOMMITMENTS清楚地规定楼层服务员每日职责，示范、灵活、承担义务实非常重要的。POLICYSTATEMENT政策声明ITISTHEPOLICYOFHOTELONALLOCCASIONSTOPROVIDEROOMATTENDANTSERVICESONALLGUESTSROOMFLOORSTHISSERVICEWILLBEOVERANDABOVEOURNORMALHIGHSTANDARDOFSERVICETOGUESTROOMS楼层服务员在楼层向客人提供服务是酒店的政策，这一服务将高于我们一般的高标准。PROCEDURE程序1THEROOMATTENDANTSERVICEISAVAILABLESEVENDAYSPERWEEKANDTWENTYFOURHOURSADAY客房服务员一周24小时都被提供。2THEROOMATTENDANTWILLBEONPAGERSANDRESPONDTOHOUSEKEEPINGDEPARTMENT客房服务员配有呼机，收到及时回答。3THEROOMATTENDANTWILLBERESPONSIBLEFORSERVICINGFOURTEENROOMSADAY服务员每天负责14间房间4THEROOMATTENDANTWILLBERESPONSIBLEFORTHEFOLLOWINGDUTIESBUTNOTLIMITEDTOTHESEASANYREASONABLEGUESTSHOULDBEGRANTEDMAKEUPANDSERVICINGOFGUESTROOMS客房服务员负责以下工作但不局限宾客房间的整理及服务工作。SHOESHINNING/CLEANING擦鞋服务DELIVERYOFSPECIALGUESTROOMEQUIPMENT物品借用IRONINGORSTEAMINGOFGUESTCLOTHES烫衣服务TEADELIVERY欢迎茶TURNDOWNSERVICE开夜床服务ICEDELIVERYSERVICE打冰服务ROOMSERVICETRAYPICKUPANDANYOTHERTASKDESIGNATEDBYTHEROOMATTENDANTSSUPERVISORS送餐盘的收回和主管分配的其他工作。ANYANDALLGUESTCONTACTEMPLOYEESINCLUDINGROOMATTENDANTSARETOBEAWAREOFONESTOPSHOPPINGIFACUSTOMERMAKESAREQUESTTHATANEMPLOYEEISNOTCOMFORTABLEWITH,HE/SHEWILLIMMEDIATELYREFERTHISREQUESTTOTHECONCIERGEFORPROPERCHANNELLING所有的服务员都不能直接为客人代购物，如果客人有要求，只有让客人通过正确的渠道购买。EXAMPLE,SHOULDAGUESTNEEDAHOTELEMPLOYEETOGOOFFPREMISESANDMAKEAPURCHASEFORHIMORHER,CONCIERGEWILLMAKETHEARRANGEMENTSANDSENDSOMEONEOUTTOTAKECAREOFTHEGUESTSREQUEST例如客人要求服务员出外为其购物，行李员将满足客人的要求。STANDARDOPERATINGPROCEDURESSUBJECT主题SHOESHINESERVICE擦鞋服务EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP005ISSUEDBY放送人RDMPAG页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTIONEXECUTIVECOMMITTEE描述执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOACHIEVEGUESTSATISFACTION满足客人的要求。POLICYSTATEMENT目标方针ITISTHEPOLICYOFHOTELTOPROVIDE24HOURSCOMPLIMENTARYSHOESHINESERVICETOOURHOTELGUESTSALLITEMSSHOULDBESHINEDANDRETURNASSOONASPOSSIBLE我们酒店24小时为客人提供擦鞋服务，并及时送回。PROCEDURE程序GUESTSPLACEDSHOESINTHEAVAILABLESHOESHINEBASKETFORSERVICE顾客把鞋子放在擦鞋篮。2ROOMATTENDANTWILLCOLLECTTHEITEMANDMARKDOWNTHEROOMNUMBERONAPIECEOFPAPERANDPLACEDITINSIDETHESHOESHINEBASKETBRINGITTOTHEFLOORPANTRYFORSERVICE服务员将需要擦鞋的客人的房号抄下并放入擦鞋篮内，带回工作间。3PRECLEANALLSHOESWITHBRUSH/CLOTH,THENIDENTIFYTHECOLORCAREFULLY先将鞋子用布或刷子擦，然后小心地鉴别鞋的颜色。4APPLYCREAMONSHOESACCORDINGLYANDSHINETHEMWITHSHOEMITT带上手套把护理油涂在鞋上并擦亮。5PLACEALLPOLISHEDSHOESINTHESHOESHINEBASKETANDRETURNTOTHEGUESTROOMS最后把鞋擦干净放回鞋篮，送回房间。STANDARDOPERATINGPROCEDURESSUBJECT主题GUESTREQUESTITEMS客人要求项目EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP006ISSUEDBY放送人RDMPAG页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION描述EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOESTABLISHATRACKINGRECORDFORGUESTSPECIALREQUESTITEMS建立客人需求服务档案。POLICYSTATEMENT目标方针ITISTHEPOLICYOFTHEEXECUTIVEHOUSEKEEPERTOPROVIDEITEMSSEEBELOWTOACCOMMODATESPECIALGUESTREQUESTSHOUSEKEEPINGDEPARTMENTALSOENSURETHESEITEMSAREWELLMAINTAINEDANDNEVERPLACETHECONTROLONTHEGUEST客房部经理制定的能有效地为客人服务的政策，PROCEDURE程序RECEIVEACALLFORAGUESTREQUESTITEMLOGINTHEGUESTREQUESTLOANITEMLOGBOOKUNDERTHEOUTCOLUMN接到客人的要求，在借用物品专栏记录下来。INFORMTHESUPERVISOR/ROOMATTENDANTOFRESPECTIVEFLOORFORDELIVERYLOGINTHELOGBOOKBEFORESENDINGITEMTOTHEGUESTLOGINTHEGUESTREQUESTLOANITEMLOGBOOKUNDERTHERETURNCOLUMNAFTERTHEITEMWASRETURNEDTOHOUSEKEEPING通知该楼主管/服务员，提供前在借物工作本上作好记录。GUESTREQUESTITEMSINCLUDETHEFOLLOWINGS客人可以借下列物品ADAPTER插头EXTRADUVET加被子EXTRAPILLOWS加枕头FLOWERVASE花瓶GARMENTRACK衣架HEATER加热器ROLLAWAYBED加床BABYCRIB婴儿床TRANSFORMER变压器SPECIALNOTE记名票据FORITEMSNOTABLETOOFFER,OFFICECLERKSHOULDINFORMTHEGUESTSERVICEMANAGERFORFURTHERACTIONALWAYSCHECKANDMAKESURETHEITEMISAVAILABLEBEFOREMAKINGANYPROMISETOTHEGUEST如果没有的物品，告诉给经理以后提供。答应提供的物品必须可以正常使用。STANDARDOPERATINGPROCEDURESSUBJECT主题BABYSITTING托婴服务EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP007ISSUEDBY放送人RDMPAG页码1OF2APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION描述EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOENSUREQUALITYANDCONSISTENTBABYSITTINGSERVICEAREPROVIDEDUPONGUESTREQUESTS使客人对托婴服务非常满意。POLICY目标方针ITISTHEPOLICYOFHOTELTOESTABLISHGUIDELINESANDPROCEDURESTOENSUREALLBABYSITTERSAREREGISTEREDANDCOMPLYWITHHOTELRULESANDREGULATIONS酒店的政策是托婴服务的程序按照酒店的标准执行。PROCEDURE程序OFFICECLERK办公人员1、RECEIVEBABYSITTERREQUESTFROMGUESTS接到客人托婴需求。2CONTACTTHEFIRSTAVAILABLEBABYSITTERONFILETHEBABYSITTERMUSTHAVESECURITYCLEARANCEANDEMPLOYEEAPPLICATIONONFILE联系托婴人员，保证托婴安全，并作好记录。3、OBTAINAMISCELLANEOUSVOUCHER获得各种收据。4、ENTERALLDETAILSONTOTHEBABYSITTERLOGBOOK记录婴儿的详细情况。5LETFRONTOFFICECASHIERSUPERVISORSIGNTHEBABYSITTERLOGBOOKWHENRECEIVINGTHEMISCELLANEOUSVOUCHER当接到各种收据时，前台收银主管在托婴服务本上作好记录。6OFFICECLERKSHOULDHANDOVERRESPONSIBILITYTOTHEFOLLOWINGSHIFTOFFICECLERKWHENTHEBABYSITTINGTIMEOVERLAPTWOSHIFTSADVISETHEOVERNIGHTSENIORATTENDANT,SHOULDTHEBABYSITTINGTIMEAFTER1130PM当有两个班次时要作好交班记录，建议头天晚上资深服务员托婴服务在1130以后。7BABYSITTERSRECORDSMUSTBEREVIEWEDPERIODICALLYFORACCURACYIFABABYSITTERONFILEISNOTAVAILABLE,ANINHOUSEFEMALEATTENDANTCANBECALLEDONFORSERVICECOMPENSATIONWILLBEWORKEDOUTWITHTHESUPERVISOR如果内部的女服务员被叫托婴服务，BABYSITTER托婴服务1、ARRIVEHOTEL15MINUTESBEFORETHEAPPOINTMENT在指定前15分钟到达。2、REPORTTOTHEHOUSEKEEPINGOFFICE报告客房部办公室。3RECEIVEAMISCELLANEOUSVOUCHERFROMTHEOFFICECLERKONDUTY接受工作人员值日证明。4、ASKTHEGUESTTOFILLOUTANDSIGNTHEVOUCHERAFTERTHESERVICE告诉客人填写托婴服务单。STANDARDOPERATINGPROCEDURESSUBJECTBABYSITTINGPAGES2OF2项目托婴服务页码POLICYNOHSKP007编号5BRINGTHEVOUCHERTOTHEHOUSEKEEPINGOFFICEANDRETURNITTOTHEOFFICECLERK带回客房部办公室传交工作人员。CRITERIAFORBABYSITTER托婴服务标准1、MUSTBEFEMALEOFABOUT25TO45YEARSOFAGE必须是2545岁的女性。2、ABLETOWORKATVARIOUSHOURSOFTHEDAYAND7DAYSOFTHEWEEK每周7天任何时间可以工作。3、WORKONANONCALLBASIS工作随叫随到。4、ENGLISHSPEAKINGISANADVANTAGE会英语者优先考虑。5MUSTBEFAMILIARWITHBABYSITTERSRULESANDREGULATIONS必须遵守托婴规则。DOSANDDONS1、DODRESSNEATLYWHILEPERFORMINGSERVICENOBLUEJEANS着装整洁，不要穿牛仔裤。2、DOCALLTHEHOUSEKEEPINGOFFICEIFANYPROBLEMOCCURS出现问题报告客房部办公室3、DOCALLTHEROOMSERVICEIFYOUNEEDANYITEMSFORBABIES如有必要可以为婴儿叫餐服务。4、DONSTAKETHECHILDUNDERYOURSUPERVISIONOUTOFHOTELAREAUNLESSACCOMPANIEDBYTHEGUESTIFTHEGUESTINSISTSONDOINGSO,CALLTHEHOUSEKEEPINGOFFICEATONCEDONSHESITATETOCALLFORHELP在没有客人的陪同下不要将婴儿私自带出酒店。如果客人坚持这样做，马上报告客房部办公室，不要犹豫。NOTE注意ATTHEENDOFEACHMONTH,OFFICECLERKWILLPREPAREABABYSITTERREQUESTSSUMMARYANDGUESTCOMMENTS,IFANY,TOEXECUTIVEHOUSEKEEPER每月月末，工作人员要准备有需要托婴服务的客人信息交给客房部经理。STANDARDOPERATINGPROCEDURESSUBJECT主题GUESTBELONGINGS客人物品EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP008ISSUEDBY发件人RDMPAGE页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION抄送EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全部员工OBJECTIVE目标TOENSUREPROPERWAYOFHANDLINGGUESTBELONGINGWHILECLEANINGROOM在清洁房间时要采取正确适当的方法处理客人物品。POLICYSTATEMENT目标方针ITISTHEPOLICYOFHOTELTHATGUESTBELONGINGSAREHANDLEDWITHTHEUTMOSTCAREANDARENEVERREARRANGEDGUESTBELONGINGSAREONLYLIFTEDTOCLEANSURFACESANDUNDERNEATHALWAYSPUTBACKASORIGINALLYFOUNDGUESTCLOTHINGTOBEFOLDEDORHUNGINCLOSETIFFOUNDLYINGONFLOOR,BEDORCHAIR酒店的方针就是尽最大努力整理客人的东西并且不能遗失，物品不仅要做到里外干净，还要放回原位，客人衣服要折好放在壁橱里、床上或椅子上。PROCEDURES程序NEATLYFOLDORHANGINCLOSETCLOTHINGITEMSFOUNDLYINGONBED,FLOORORCHAIRS把衣服整洁地挂在衣橱或折叠好放在床上或椅子上。CAREFULLYLIFTORMOVETHEGUESTBELONGING,INORDERTOPROPERLYCLEANTHEROOMPUTBACKASORIGINALFOUND,WHENDONE仔细地提起或移动客人的物品以便更好地清洁房间，在清洁完后把它放回原位。ONLYDISCARDTHOSEITEMSTHATAREACTUALLYINSIDETHEWASTEBASKET仅仅丢弃那些在废纸篓里的东西。LEAVETOILETRIES,SOAPOROTHERAMENITIESWHEREPLACEDBYGUEST,UNLESSDEPLETED拆掉耗废了的化妆品、肥皂或其它令客人不愉快的东西。STANDARDOPERATINGPROCEDURESSUBJECT项目ROOMWAITREQUESTS等待要求EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP009ISSUEDBY发出者RDMPAGE页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION抄送EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOENSURECOMMUNICATIONLINEAREOPENBETWEENFRONTDESKANDHOUSEKEEPINGINORDERTOMINIMIZEGUESTWAITINGTIME,ESPECIALLYDURINGTIGHTTURN确保前台和客房部信息畅通以减少客人等待时间，特别是在旺季。POLICYSTATEMENT目标方针ITISTHEPOLICYOFHOTELTOEFFECTIVELYCOMMUNICATEROOMREQUESTS,SPECIALREQUESTS,ROOMWAITSANDRUSHROOMSBETWEENFRONTDESKANDHOUSEKEEPING及时有效地处理前台和客房部要求处理的等待房和急需打扫房。，PROCEDURE程序HOUSEKEEPINGWILLADVISEGUESTSERVICESPERSON/FRONTDESKPERSON0830HOURSOFFLOORSUPERVISORS,THEIRPAGERNUMBERANDTHEFLOORSTHEYARERESPONSIBLEFORWHENRECEPTIONREQUIRESARUSHROOM,ROOMREQUESTSETCTHEYWILLNOTIFYFRONTDESKANDINTURNWILLPAGETHEAPPROPRIATESUPERVISOR,REQUESTTHEPARTICULARROOMANDINQUIREAPPROXIMATELYWHATTIMETHEROOMWILLBERETURNEDVRVACANTREADY当接到请及打扫房，或其它要求时，它们将通报前台，然后转告该部门主管。特殊要求的房间什么时候可以回到空闲状态。BYSTATINGYOURNAME,THESUPERVISORWILLENSURETHEFOLLOWUPISMADEDIRECTLYWITHYOUTRYTOAVOIDPASSINGONTOOTHERS,OFTENMESSAGESARENOTRELAYEDTHISWILLMINIMIZETIMEANDYOUWILLBERESPONSIBLEFORTHEROOM留下姓名，确保主管直接跟踪此事（尽量避免无信息勾通），这样将减少时间，你将对此事负责到底。THESUPERVISORINTURN,WILLFOLLOWTHROUGHWITHTHEREQUESTANDPROMPTLYADVISEFRONTDESKWHATESTIMATEDTIMETOHAVEROOMVACANTREADYAND/ORANYPERTINENTDETAILS主管将轮流跟踪整个事件，及时通知前台估计准备空房或详细资料的时间。THESUPERVISORWILLADVISETHEHOUSEKEEPINGCLERKANDFRONTDESKWHENTHEROOMISVR主管将告诉客房服务员和前台此房什么时候可以回到空闲状态。FRONTDESKWILLCOMPLETECHECKINPROCESS前台将完成登记程序STANDARDOPERATINGPROCEDURESSUBJECT项目SHIFTBRIEFING班会EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP010ISSUEDBY发出者RDMPAGE页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION抄送EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOEMPHASIZETHEIMPORTANCEOFMORNINGBRIEFINGWHEREPERTINENTINFORMATIONWILLBEGIVEN每天早晨将传达重要的有关信息POLICYSTATEMENT目标方针ITISTHEPOLICYOFHOTELTOENSURETHATALLEMPLOYEESAREFULLYAWAREOFRELEVANTINFORMATIONTHATMAYOCCURDURINGASHIFT酒店的方针就是让每个员工都充分明白与本班可能发生的相关信息。PROCEDURE程序1ALLEMPLOYEESARETOBEPRESENTEDONTHEIRWORKAREAATLEAST10MINUTESBEFORETHEACTUALSHIFTWORKINGTIMEINHOTELUNIFORMPROVIDED所有员工都提前10分钟穿上统一服装进行换班工作。2THEASSISTANTHOUSEKEEPERORSUPERVISORWILLDISCUSSALLRELEVANTINFORMATIONFORTHESHIFTAHEAD经理助理或者主管再班前将讨论相关的信息ARRIVALS宾客到达情况DEPARTURES宾客离店情况OCCUPANCY宾客入住情况VIPARRIVALSVIP到达情况INHOUSEFUNCTIONS房间功能PROJECTOFTHEDAY本日的计划CHECKOFALLEMPLOYEEGROOMING检查员工的仪容仪表UPDATEFROMPERVIOUSSHIFTADVISINGANYRELEVANTINFORMATION更新各班的建议等有关信息。BASICTRAINING基本培训3THEEXECUTIVEHOUSEKEEPERWILLCHAIRTHESHIFTBRIEFINGINTHEABSENCEOFTHEASSISTANTHOUSEKEEPER在主行政经理在助理部在的时候将召开班会。STANDARDOPERATINGPROCEDURESSUBJECT项目WORKORDERS工作次序EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP011ISSUEDBY发出者RDMPAGE页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION抄送EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOENSUREMAINTENANCEREQUESTSAREHANDLEDAREPROMISED,BASEDONTHEURGENCYOFTHEMATTER确保清洁保养的请求得到承诺并处理，这要基于紧急事件的基础上。POLICYSTATEMENT目标方针ITISTHEPOLICYOFHOTELTOHAVEESTABLISHEDPROCEDURESONHOWOURGUESTROOMSAREMAINTAINED酒店的方针就是按规定程序进行客房维修PROCEDURE程序THEHOUSEKEEPINGDEPARTMENTISRESPONSIBLEFORREPORTINGGUESTROOMMAINTENANCEPROBLEMSTOTHEENGINEERINGDEPARTMENTTHISWILLBEACCOMPLISHEDBY客房部向工程部提交维修报告。由下列完成1THEFLOORSUPERVISORORFLOORATTENDANTANDOFFICECLERKREPORTTHEPROBLEM客房领班或服务员和办公室人员报告问题2THEOFFICECLERKWILLMAINTAINALOGOFTHEMAINTENANCEPROBLEMSANDIMMEDIATELYCALLTHEENGINEERINGDEPARTMENTFOROTHERPROBLEMS,HOUSEKEEPINGRELATED,THEOFFICECLERKWILLDISPATCHAPAATTENDANTTOHANDLE,EGGUMORCARPET客房部文员将记录和立即通知工程部维修（ROOMSMAINTENANCELOGHOUSEKEEPING客房保养记录表DATEROOMNOPROBLEMREPORTEDBYTIMEREPORTEDTOENGINEERINGTIMECOMPLETEDTIMEDATE3THEENGINEERINGDEPARTMENTWILLALSOMAINTAINALOGANDWILLDISPATCHANENGINEERINGTOHANDLETHEPROBLEMASSOONASITISCALLEDIN工程部将工程问提即时派人维修。ROOMSMAINTENANCELOGENGINEERING房间维修记录DATEROOMNOPROBLEMREPORTEDBYTIMEDISPATCHTOTIMECOMPLETEDTIMEDATE4ONCECOMPLETED,THEENGINEERWILLNOTIFYTHEENGINEERINGDEPARTMENT工程师将通知工程部立即完成5THEENGINEERINGDEPARTMENTWILLCALLTHEOFFICECLERKANDREPORTTHEPROBLEMASREPAIRED工程部将通知工作人员对问题进行维修。6THEOFFICECLERKWILLLOGTHEINFORMATIONANDCONTACTTHEFLOORSUPERVISORTOHAVETHEROOMREINSPECTED工程部人员将联系楼层领班对问题进行检修。IF,FORANYREASON,APROBLEMCANNOTBESOLVEDATTHATTIMEDUETOPARTSNOTAVAILABLE,ETC,THEROOMSHOULDBETECHNICALLYPLACED“OUTOFORDER”OR“SELLLAST”BASISFORSOLDOUTNIGHTSTHEEXECUTIVEHOUSEKEEPERANDDIRECTORSOFENGINEERINGWILLBERESPONSIBLEFORTHEIMPLEMENTATIONANDMAINTENANCEOFTHISPROGRAM如果问提在某一时间内不能解决（由于某部份不能有等），这个房间将是“坏房”不能出售。工程主管对此事负则到底。STANDARDOPERATINGPROCEDURESSUBJECT项目ALLOWINGACCESSTOGUESTROOMS允许进入房EFFECTIVEDATE有效日期SEP1,2004POLICYNO编号HSKP012ISSUEDBY发出者RDMPAGE页码1OF1APPROVEDBY批准人HOTELMANAGER酒店经理DISTRIBUTION抄送EXECUTIVECOMMITTEE执行人部门经理ALLASSOCIATES全体员工OBJECTIVE目标TOPROTECTGUESTPRIVACYANDINTERRUPTION保护客人的隐私和不被打扰POLICYSTATEMENT目标方针ITISAPOLICYOFHOTELTHATUNDERNOCIRCUMSTANCESWILLANEMPLOYEEPROVIDEGUESTROOMACCESSTOANOTHEREMPLOYEEUNLESSSPECIFICAPPROVALISGRANTEDBYASUPERVISOR/MANAGER酒店的方针就是在没有经理、主管的特许的情况下不要将客人的事情告诉给其它人。PROCEDURE程序1、IFANINDIVIDUALIDENTIFIESHIMSELF/HERSELFASTHEGUESTINASPECIFICROOMANDREQUESTACCESSEXPLAINTHAT,INTHEINTERESTOFTHEIRSECURITY,EMPLOYEESARENOTAUTHORIZEDTOGRANTACCESSTOGUESTROOMSINFORMTHEGUESTTHATTHEFRONTDESKWILLISSUEHIM/HERANOTHERKEYIFTHEGUESTISHAVINGTROUBLEWITHTHEKEYTHEYWEREISSUEDOFFERTOCALLSECURITYFORASSISTANCE如果客人解释证明他是该房间的客人想要进入房间为了宾客的安全，员工没有权力同意进入房间，通知前台重新做一张钥匙卡，如果该客人有问题，知会保安寻求帮助。2INTHEEVENTTHATANUNKNOWNPERSONENTERSAGUESTROOM,YOUAREWORKINGINASKTHEINDIVIDUALFORTHEIRGUESTROOMKEYANDPHYSICALLYCHECKTHEKEYINTHELOCKIFTHEKEYCLICKSTOINDICATEITISTHECORRECTKEY,RETURNTHEKEYTOTHEGUEST,THANKHIM/HERANDEXPLAINTHATTHEPROCEDUREISFOLLOWEDTOENSURETHESECURITYOFTHEIRGUESTROOM当不明身份的人进入客房时，我们要检查客人的钥匙是否可以开门，如果可以开门，向客人解释这是为了客人的安全。3IFTHEKEYDOESNTCLICK,TELLTHEINDIVIDUALYOUAREREQUIREDTOOBTAINP