某酒店标准工作程序--瑞德酒店

中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q9615313773769775916168432411中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241STANDARDOPERATINGPROCEDURES标准工作程序中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q9615313773769775916168432412中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241HOUSEKEEPINGDEPARTMENT客房部中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q9615313773769775916168432413中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241GENERAL总述TASKNODESCRIPTION1GROOMINGANDAPPEARANCE仪表仪容2CHECKUNIFORMANDHOWTOGROOMINGSTANDARDS制服检查及仪表仪容标准3BODYLANGUAGEANDATTITUDE肢体语言及态度4HOWTOCONDUCTBRIEFING怎样主持例会5COMMUNICATEWITHHOUSEKEEPINGDEPARTMENT与客房部沟通6HOWTOGREETTHEGUEST怎样问候客人7DECTPHONECONTROL小灵通电话管理8OCCUPATIONALHEALTHANDSAFETY职业健康卫生及安全中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q9615313773769775916168432414中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241HOUSEKEEPINGOFFICEPUTHANDSINPOCKETWHENWORKINGSTANDSTRAIGHTANDDONOTSLOUCH不要卷起袖子，或手插兜。站直不要懒懒散散的GREETTHEGUESTSWITHSMILEANDINACLEARVOICEPUTBACKOUTSIDETHEROOMSDOORMARKASRECORD夜班员工的擦鞋服务要及时完成，并立即送回房间，放在门外，并做记录中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q96153137737697759161684324164中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241HOUSEKEEPINGPOLICIESPICKUPTIME,ANDYOURNAMEINYOURWORKSHEET确保房号记录正确，在你工作表上记录收取时间，和你的姓名HOUSEKEEPINGPOLICIESMUSTBEFREEOFDUST,DIRT,SMUDGES,SPOTS,FRAYEDEDGES,SCRATCHES,DISCOLORATIONANDTEARSALLCORNERSANDCREVICESMUSTBEFREEOFDUSTANDDEBRISFURNITURESHOULDBEPOSITIONEDACCORDINGTOTHEHOTELFLOORPLAN所有家具包括艺术品，通风口，垃圾桶，床头柜，床头板/柱，腿/床架，桌子，椅子，沙发，书柜，衣柜，闹钟/收音机，电视机，电话，要保证无灰尘，污垢，烟熏渍，斑点，边角磨损，擦痕，变色及撕破现象。所有角落和缝隙无灰尘和残片，家具的摆放根据酒店规定的平面图布局ALLSURFACESMUSTBESHINY,CLEAR,ANDFREEOFSPOTS,FINGERPRINTS,HAIR,SPOTS,DESILVERING,DUST,CRACKS,SMUDGES,ANDDIRT中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q96153137737697759161684324198中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241所有表面应光亮，干净，无斑点，指纹，毛发，退色，灰尘，擦痕，烟痕，和污垢ALLCARPETEDAREASSHOULDBEVACUUMEDDAILYALLCARPETSMUSTBEFREEOFDUST,DEBRIS,STAINS,SPOTS,BURNS,THREADS,BALDSPOTS,DISCOLORATION,WITHOUTBUCKLESORWRINKLES,ANDFREEOFVISIBLEFOOTPRINTS所有地毯区域需每日吸尘，要保证无灰尘，污垢，烟熏渍，斑点，边角磨损，擦痕，变色及脚印现象THEWASTEBASKETMUSTBECLEANEDPROPERLYBYSPRAYINGCLEANINGSOLUTIONTHOROUGHLYINSIDEITWIPETOREMOVEODORANDRESIDUE空气清新，确保无异味COMPLETEDSUPERCLEANPROGRAMREPORTSWILLBESUBMITTEDTOTHEOFFICEATTHEENDOFEACHSHIFTBYTHESUPERVISORCONCERNEDEACHREPORTDETAILSAREASWHERETHEROOMATTENDANTNEEDSTOIMPROVE每个班次完成超级清洁程序报告后要及时上交，每份报告详细记录服务员需改进的地方ORDERTAKERWILLINPUTINFORMATIONTODATABASETOSHOWEACHEMPLOYEESINDIVIDUALPERFORMANCETHERESULTSWILLBEUSEDTOMONITORINDIVIDUALPROGRESSANDALSOAREASOFCOMMONWEAKNESSBETWEENATTENDANTSWHEREMORETRAININGMAYBEREQUIREDSEEATTACHEDEXAMPLE文员将详细资料录入电脑，可以分别显示员工的工作表现，也可以通过这些资料来督导个人进步，也可以了解大部分员工普遍的缺点，为加强培训提供依据（参见表格附件）ITWILLBEREVIEWEDATMONTHENDBYTHEEXECUTIVEHOUSEKEEPERANDACOPYWILLBESUBMITTEDTOTHEDIRECTOROFROOMS行政管家每月做关于此项程序评估并交报告到房务总监HOUSEKEEPINGPOLICIESWIPETHEMCLEANWITHDAMPCLOTH将烟灰缸或烟灰筒里的烟头收出，然后用湿布擦干净USECLEANINGCLOTHTOPOLISHMETALPARTS将金属部分用干布抛光3POLISHMETAL抛光金属表面CLEANPLANT/FLOWERPOTS清洁植物/鲜花容器PICKUPCIGARETTEBUTTSFROMPOTSBYUSINGATONG用夹子夹出花盆里的烟头ATTACHTHEBRUSHHEADANDVACUUMALLWALLPANELS,MAKESURETHATTHEPANELSARE如果护墙板脏了，用吸尘器的毛刷头吸尘CLEANLAMPSHADES清洁灯罩USESOFTBRUSHTODUSTALLLAMPSHADESCLEAN用软刷清洁所有灯罩WIPEWALLPICTUREFRAMESANDGLASSCLEANWITHDAMPCLOTH用潮布清洁所有画框和玻璃WIPELIGHTBULBSTOCLEAN将灯泡擦干净WIPETABLES,INCLUDINGLEGSCLEAN将桌子和腿擦干净WIPEFRONTDESKCOUNTERSTOPANDBASECLEANWITHDAMPCLOTH将接待台的上部和底部用潮布擦干净WIPEALLWOODENWORKSCLEANWITHDAMPCLOTH,USEFURNITUREWAXWHENNECESSARY用潮布将所有木制品擦干净，如必要，打家具蜡WIPEPILLARSCLEANWITHADAMPCLOTH,USELADDERORMOPHANDLEWHENNECESSARY用潮布将柱子清洁干净，如需要，使用梯子或拖把头中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241139中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241PICKUPDEBRISFROMSOFA,CHAIRCUSHIONEDGESBYUSINGVACUUMCLEANER用吸尘器将沙发和椅子垫的缝隙吸干净WIPEEVERYSERVICEEXITDOORTOP,HINGESANDSURFACEOFBOTHSIDES擦拭每个服务出口门，包括顶部，闭门器，里外表面DAMPDUSTTHEMARBLEFLOOREDGEBYUSINGADAMPCLOTH大理石地面边角用潮布擦拭除尘CLEANTELEPHONEBYUSINGMULTIPURPOSEDETERGENTMAKESURETHATTELEPHONESAREDISINFECTEDANDFREEFROMDUST,FINGERPRINTSANDODOUR用清洁剂清洁电话，确保电话机消毒，无尘土，指纹印和异味CLEANGUESTLIFTAREA清洁客梯区域CLEANINGINSIDEOFLIFTCALLDOWNTHELIFT,WIPETHECEILINGWITHDAMPCLOTH清洁电梯内部将电梯叫下，用潮布清洁天花CLEANTHEGLASSWITHGLASSCLEANERANDWINDOWSQUEEGEE用玻璃水和玻璃刮清洁玻璃WIPEALLWOODENWORKSCLEANWITHDAMPCLOTH用潮布清洁所有木器表面WIPETHEFLOORTOCLEANWITHDAMPCLOTHPAYATTENTIONTOTHECORNERSANDEDGES用潮布清洁干净地面，注意边角CLEANLIFTRUNNERSWITHALLPURPOSECLEANER,SCRUBBINGPAD,CLOTHANDVACUUMCLEANER清洁电梯滑槽，用万能清洁剂，百洁布，抹布和吸尘器USEDETERGENTPOWDERWHENNECESSARY如果需要的话，使用去污粉WIPETHEDOORBOTHINSIDEANDOUTSIDETOCLEANWITHDAMPCLOTH用潮布将电梯门里外都擦干净HOUSEKEEPINGPOLICIESCAREFULLYANDPROPERLYKEEPTHELAUNDRYLISTWITHOUT中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241176中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241POSTINGTOGETHERWITHTHELAUNDRY保存洗衣在存储柜中，并小心存放，没入帐的洗衣单要与衣物在一起。CHECKTHEDEPOSITWARDROBEWEEKLY,TOMAINTAINITINCLEANANDFORMYCONDITION每周检查存储柜保持干净整洁WHENTHEGUESTCOMEBACKANDASKFORLAUNDRYDELIVERING,TAKEOUTTHELAUNDRYANDWELLCHECKTHECONDITION,ANDDELIVERITTONEWCHECKINROOM当客人回来想要回洗衣，必须要检查衣服的状态后，再返还给客人新住的房间POSTTHELAUNDRYBILLINTOSYSTEMBEFOREDELIVERING返还洗衣前要先入帐MAKESUREDEPOSITLAUNDRYISIDENTIFIEDBYGUESTNAMENOTROOMNUMBER保证存留的衣物是通过客人姓名识别而不是房号HOUSEKEEPINGPOLICIESMAKERECORDFOREXPRESSORPRESSINGSERVICEFORREFERENCE填写客衣控制单。记录快件及熨烫服务HOUSEKEEPINGPOLICIESPROCEDURESMANUAL客房部制度和流程指南SUBJECTGUESTLAUNDRYDELIVERING116主题返还客衣REF参考号RMSHSKPSOP109PREPAREBYDIRECTOROFROOMSDIVISION起草房务总监DATE日期20070828APPROVEDBYGENERALMANAGER批准总经理DATE日期20070828OBJECTIVE目的TOMAINTAINTHECLEANEDLAUNDRYINGOODCONDITIONTOSHOWOURRESPECTTOTHEGUEST保持洗衣处于良好的状态，令客人满意PROCEDURES流程CHECKTHEGUESTLAUNDRYCONTROLSHEETTOFINDOUTGIVINGNUMBERANDROOMNUMBER检查客衣控制单找出编号及房号CHECKTHELAUNDRYACCORDINGTOTHELAUNDRYLISTANDHOLDER,INCLUDING,ROOMNUMBER,GIVINGMARK,HANGERSPIECES,BAGSPIECES根据洗衣单检查客衣，包括房间号，编号，衣架数量，袋子数量FILLTHEDELIVERLOGBOOKPROPERLYANDCLEARLYTOBEEASILYREFERRED仔细清楚的填写洗衣交接本，使其容易查询PUTHANGERSONTHERAILING,NOTICETHATHOOKOPENSIDESHOULDNOTFACINGYOUBAGSPUTINTOSLOT中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241178中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241CAREFULLYMAKESUREBOTHHANGERSANDBAGSLOADINGSHOULDBEBASEDONTHEIRROOMNUMBER将挂件挂在送衣车的栏杆上，衣架钩开口不要朝向自己，袋子小心放入车槽中，保证挂件和袋子按它们的房号装载DELIVERTHELAUNDRYBACKTOGUESTROOM送客衣到客人房间BEAWAREOFCOURTESY,RESPECTING,PUSHDOORBELLBUTTON,3RINGSORKNOCKTHEDOOR3TIMESWITHSAYINGLAUNDRYSERVICE,MAYICOMEIN懂得礼貌和尊重客人，按门铃或敲门3次并说洗衣服务，可以进来吗IFDOOROPENEDBYGUEST,YOUHAVETOGREETTHEGUESTSAYINGNINHAO，ANDSTATEHIS/HERNAMEIFPOSSIBLEIFTHEGUESTISNOTINTHEROOM,OPENTHEDOORWITHKEY如果房门由客人打开，要跟客人先打招呼您好，尽量称呼客人的姓名，如果客人没在房间，员工用洗衣万能钥匙打开房门。BAGSBEPLACEDATTHEENDOFTHEBED,KINGSIZEBEDINTHECENTER,TWINSIZEBEDINTHELEFTSIDEHANGERSBEPLACEDINTOWARDROBE,HUNGONTHERODMAKESUREHOOKOPENSIDENOTFACINGYOU,ANDKEEPTHEDOORCLOSED袋装洗衣放在床尾，大床的放中间，双床的放左边。挂件放进衣橱挂好并将门关好，注意衣架钩开口不要朝向自己ITISNOTNECESSARYTOASKGUESTTOSIGNONTHELAUNDRYFORRECEIVINGAFTERPLACINGTHELAUNDRY,VALETRUNNERSHOULDLEAVETHEROOMASSOONASPOSSIBLE,WHENEVERTHEGUESTISINTHEROOMONNOT没必要请客人填写收到洗衣的单据，摆放好客衣后，送衣员要马上离开房间，无论客人是否在房间FILLTHEGUESTLAUNDRYCONTROLSHEETHONESTLYANDPROPERLY诚实，恰当的填写客衣控制单。中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241179中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241HOUSEKEEPINGPOLICIESPROCEDURESMANUAL客房部制度和流程指南SUBJECTDNDROOMGUESTLAUNDRYSERVICE主题DND房间客人洗衣服务REF参考号RMSHSKPSOP110PREPAREBYDIRECTOROFROOMSDIVISION起草房务总监DATE日期20070828APPROVEDBYGENERALMANAGER批准总经理DATE日期20070828OBJECTIVE目的TORESPECTTHEGUESTANDTOENSUREDELIVERLAUNDRYONTIMETOMEETGUESTNEEDS,TOPREVENTANYDELAY尊重客人，确保满足客人需求，保证准时送还客衣防止任何的延迟PROCEDURES流程中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241180中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241DONOTKNOCK“DND”ROOM不要敲请勿打扰房间的房门FILLTHEGUESTPRIVACYCARDPROPERLY恰当的填写客人的隐私卡SLIPTHEGUESTPRIVACY”CARDINTOTHEDNDROOMTOREMINDTHEGUEST将隐私卡塞进房间以便提醒客人FILLTHEGUESTLAUNDRYCONTROLSHEETPROPERLY准确的填写客衣控制单FILLTHECASEINTOLOGBOOKPROPERLYKEEPTHELAUNDRYINLAUNDRYHOUSE在交接本上仔细填写DND洗衣保存记录，将洗衣保存在洗衣房TRYTOPHONETHEGUESTTOASKFORDELIVERING试图电话联系客人是否可以送还洗衣PHONETHEGUESTONCEANHOUR每一小时联系客人一次IFTHELAUNDRYISUNABLETODELIVERBACKDUETODNDSIGNKEPTON如果客衣因房间仍然挂着“请勿打扰”未能送回SPECIALLYATTENTIONSHOULDBEPAID要加强特别的关注THELAUNDRYSHOULDBEKEPTONTHEDELIVERTROLLEYWITHLAUNDRYLISTANDTHEDNDLOGBOOKSHOULDBEHANDOVERTOHOUSEKEEPINGOFFICEWHENAMSHIFTTAKEOFFAT1030PMHOUSEKEEPINGSHOULDTAKERESPONSIBILITYTODELIVERTHELAUNDRY洗衣和洗衣单及DND交接本同时保存在送衣车内并作好交接，MORNINGSHIFTINSPECTORMUSTTAKETHEDNDLOGBOOKFROMHOUSEKEEPING,ANDCHECKIFTHEDNDLAUNDRYBEDELIVEREDBYOVERNIGHTHOUSEKEEPING,IFNOT,ITSHOULDBECARRIEDOUTCONTINUALLY早班员工上班后，检查DND洗衣交接本，是否洗衣都已送还，如果有昨天夜里还未送还的洗衣，早班要继续完成中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241181中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241HOUSEKEEPINGPOLICIESPROCEDURESMANUAL客房部制度和流程指南SUBJECTGUESTCOMPLAININGHANDLING主题处理客人投诉REF参考号RMSHSKPSOP111PREPAREBYDIRECTOROFROOMSDIVISION起草房务总监DATE日期20070828APPROVEDBYGENERALMANAGER批准总经理DATE日期20070828OBJECTIVE目的ITISESTABLISHEDTOENSUREALLSTAFFHANDLESGUESTCOMPLAINTSPROMPTLYANDTOMAKETHEGUESTHAPPY中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手Q961531377376977591616843241182中管网通用业频道HTTP/MADE21ASKCOM2009版制造业企业管理大全内容更丰富、查看更轻松、利用更便利、价格更实惠、购买更放心电话02568698690,68698693手机1589595096