国际酒店房务部操作手册-部门规章制度

1、shangri-la hotel,zhengzhou standard operation proceduredepartment:housekeepingjob title: 领班 guest service team leader task no: general 001task: how to check uniform and grooming standards如何检查制服，仪容仪表equipment required: what to dohow to dowhyfloor/pa. team leader has tocheck their staff抯 uniform andgr

2、ooming in the briefing and spotcheck any time while during the work.领班每日开会时要检查员工仪容仪表并做好抽查1.in briefingstandards:标准properly wearing our uniform晨会中-the uniform pressed, withoutshows our respect and stains, torns and odor.courtesy to our guests.-button up all buttons穿好制服以示对客人的尊重-don抰 roll up sleeves, t

3、o change if the uniform does not fit.-wear name tag correctly.correctly wear name tag, the -black shoes and socks for male,guest will feel comfortable and black shoes and body color socks safe when they meet us or talk for female.with us some as they will be ensure that shoes and socks arecertain th

4、at we are a hotel without tears or damage employee. to check grooming and 正确的带好名牌让客人感到 appearances.安全舒适-hairs to be combed and brushed.maintaining a neat hair style for male, the hair should notwill help you to make a good over eye brow and the back impression in front of guests. should not touch co

5、llar or be 为客人留下良好的印象 over the ears.-已熨烫没有洞气味，污滋-扣子扣紧-不要卷起袖口不合适更换-正确带名牌-男员工黑鞋黑袜/没洞，损害检查仪容仪表情况-头发要梳理整齐留海不能过眉prepared by: approved by: designationsignature/datedesignationsignature/date shangri-la hotel,zhengzhou standard operation proceduredepartment:housekeepingjob title: 领班 guest service team leade

6、r task no: general 001task: how to check uniform and grooming standards如何检查制服仪容仪表equipment required: what to dohow to dowhyfor female, long hair should coil女员工头发要盘起，不可以搭up at the back, short hair should在肩膀上，不可以染发not cover the shoulder, all hair pin to be black color.nail should be closely trimmed指甲：

7、要整齐的修理干净and nail polish is allowed but in 不允许涂颜色natural color only.-large or hanging ear rings are只准带耳钉，不可以带大的长 not allowed, bracelet chain is 的 also not allowed.-no finger ring except 只允许带结婚戒指 engagement or marriage ring.-remind staff to check for bad breath and to brush teeth after提醒员工每餐后刷牙 meals.

8、2.spot check during work.team leader will also be ensure that our pa. cleaners工作中做好抽查responsible to spot check pa.always have a good appearancecleaner抯 uniform, appearanceduring work.and to correct it at any timemake sure the standard areduring the working time.followed at all times.-pay particular

9、attention to check 工作中保证员工由一个良好的 if their uniform is worn 形象 correctly, like if any button随时达到标准 opened, if the sleeves rolled up etc.-keep to remind pa. cleaners to pay attention to their appearance.当班时，领班负责抽查员工特别是制服是否穿好。扣子完好及袖口是否卷起等prepared by: approved by: designationsignature/datedesignationsign

10、ature/dateshangri-la hotel, standard operation proceduredepartment: housekeepingjob title: guest service associate服务员task no: general 002task: communicate with housekeeping department客房部内部沟通equipment required: telephone answer sheet / extra bed / baby cot电话/加床/婴儿床what to dohow to dowhy1. nature of h

11、ousekeeping office 办公室的日常事物2. answer telephone回答电话3. communicate with other department.部门的内部沟通-housekeeping office takes important role in communicating with guest or among departments. if it does not work well, it will affect service quality, work efficiency and hotel reputation.办公室是获得客人及其他部门重要任务的关

12、键，它工作的不好将影响到工作的效率和酒店名誉-when hearing the telephone ringing, you should stop any work to answer the telephone.当听到电话铃响，要停止任何手头的工作马上拿起电话-when answering the telephone, speak politely: i hao, mr. xxx. this is xxx from hkp, may i help you. ” 当礼貌的回答电话时要礼貌的讲：你好，我市xx可以帮忙吗-always remember to communicate with o

13、ther dept. via housekeeping office and also report any special.记得与其他部门沟通特别是一些特殊事情ensure communication with guest and colleague as to show our hospitality sincerity and respect to him / her.良好的与客人同事沟通体现我们的好客it shows respect and sincerity when you response to guest or colleague request immediately.kee

14、p courtesy as to show respect to guest and colleague.马上回电话以示尊重in order to keep record for future reference.为今后参照方便prepared by: ehapproved by:designationsignature/datedesignationsignature/dateshangri-la hotel, standard operation proceduredepartment: housekeepingjob title: for all employee针对所有员工task n

15、o: general 003task: grooming and appearance equipment required: 仪容仪表what to do how to dowhymaintain a clean, tidy and fresh appearance during your work.1. uniform2. personal hygiene 个人卫生工作中保持一个清洁整齐的形象- keep clean and be optimistic during work time.工作中保持干净乐观- make self-check and grooming check at any

16、 time. 任何时候作好自我检查- wear tidy uniform with all button up. pay attention not to roll up cuffs or sleeves.穿干净的制服不要卷器制服- change the uniform in time if it is stained, crumpled, dirty or smelly.如果有脏，味等及时换- correctly wear your name tag with your uniform, the name tag is a part of your niform.名牌佩带要正确是制服部分-

17、pay attention uniform has no damages.特别注意制服不要损坏- wear shoes and socks as issued:穿工鞋工袜- black shoes and black socks for man.男员工黑色- black shoes and neutralcolor stockings for female女员工黑鞋肉色袜子- check your shoes: shoes should be clean, polish and in good condition. 鞋要干净光亮良好- check your socks and stocking

18、s: they should be cleaning, odor free and no holes.袜子应是干净没有气味- check your uniform: it should be clean, well pressed and have no tears or damaged, no missing buttons. 制服应干净无洞，没损坏，丢扣- ensure good personal during working time. ensure daily shower. 每日坚持淋浴ensure you look presentable at all times while on

19、 duty.保证看起来随时都是专业的we show respect for our guests by wearing a clean and neat uniform.be taking good care of your uniform, we show respect for the investment of our owner.保持制服干净以示尊重you wear your name tag, so that the guests can be certain that you are a hotel employee, this show of respect for our gu

20、ests will make them feel safe and comfortable when you offer them service of approach them.adhere to hotel抯 standard.如果佩带名牌客人就会知道当提供服务时客人回感到安全舒适另外也是酒店标准的一部分keep clean and hygiene with high standard so as to show respect and courtesy to guest and colleagues. 保持卫生干净的高标准prepared by: ehapproved bydesign

21、ationsignature/datedesignationsignature/datepudong shangri-la hotel, shanghaistandard operation proceduredepartment: housekeepingjob title: for all employee所有员工task no: general 003task: grooming and appearance 仪容仪表equipment required: what to do how to dowhy3. hair / hair style 头发/发型4. jewelry and ac

22、cessories首饰及配件- brush your teeth before starting work and after all meals.- men must have clean shave at all times.- wash your hands after using the toilet and before meals.-每日用餐后刷牙-男员工及时清洁胡须-饭前便后要洗手- hair styles to be neat and tidy at all times. 随时保持头发干净- for men, hair should not touch the collar,

23、hang over the ears or hang over the face男员工不准染发过耳盖脸- for female, hair should be pulled away from the face at all times, long hair should be tied up in back, all hair pins and clips should be black color.女员工不可以散发长发要盘起- no dyed hair is allowed for male or female.不许染发- hair should be clean, free from o

24、il and drops at all times.头发要随时保持干净- finger rings are limited to one ring per person, either one engagement or marriage ring.只允许带结婚戒指- female staff are not allowed to wear large or hanging earrings bracelet or jewewllery.女员工不可以带耳环- necklaces should never be visible outside the uniform.不可以将项链露出- no m

25、ale earrings allowed.男员工不可以带耳环- keep fingernails short and clean, nail polish should be natural colored.保持指甲短用肉色的指甲油- woman should wear make-up moderation. only lip stick is required. perfumed is preferred.要求女士适度画装，适量喷洒香水to avoid bad or unpleasant breathe.避免使别人不愉快good personal hygiene shows respect

26、for others and yourself.体现自身的高标准卫生a smell and tasteful appearance shows pure sincerity and professional attitude to our guests.we show our respect to our guests .to avoid losses, damage or bodily hurt.显示真挚，专业的形象给客人避免丢失损坏prepared by:ehapproved bydesignationsignature/datedesignationsignature/dateshang

27、ri-la hotel, standard operation proceduredepartment: housekeepingjob title: guest service associate服务员task no: general 004task: body language and attitude形体语言 equipment required: daily work sheet / pen 工作单/笔 what to do how to dowhy1. body language形体语言2. attitude态度-maintain good manners at any place

28、and at any time when at work , pay attention to your cleanliness. wear your name tag at all times.任何时候注意礼节礼貌注意自身清洁，随时带好名牌-do not put your hand into your pocket. do not lean against the wall at any time.不要将手放入口袋，不要歪斜-do not smoke, pick teeth, spit or clean your nails in public.不要吸烟替牙吐痰-walk quickly b

29、ut not run.快步走不要跑-when walking shoulder by shoulder with guests, let guest go first.让客人在前与客人肩并肩-when talking with guest, be polite and smile.礼貌微笑的与客人谈话-maintain a respectful distance with guest when speaking.stand straight never cross thearm.与客人谈话保持谦恭，要站直不要穿行-maintain eye contact with guest.保持注目客人-e

30、arnestly listen to guest and do not disturb when guest is talking.真诚听客人讲话不要打断客人-do not bring bad mood to work. politely provide your best service.不要将不好的情绪给客人礼貌的提供最好的服务good and polite manner show respect to our guests.体现尊重我们的客人courtesy is an important part of shangri-la care.礼貌使香格里拉的一部分prepared by:eh

31、approved bydesignationsignature/datedesignationsignature/dateshangri-la hotel,standard operation proceduredepartment: housekeepingjob title: guest service associate服务员task no: general 005task: lost and found procedure遗失物品equipment required: lost and found list / logbook / pen / bags单子/交接本/笔/袋子what t

32、o dohow to dowhy1. handling 处理 respective floor or section. 各自的楼层区域2.handover the item to office.将物品交到办公室-any lost and found item is to turned into the housekeeping office immediately.任何遗失物品要马上交到办公室 -housekeeping office is responsible for the administration of all lost and found.办公室负责管理-anything in

33、a c/o room shouldbe treated as a l&f item.immediately call to housekeeping office when any item is found. the owner may call to inquire at all times.离店房发现的要马上通知办公室，所有者随时会来问-housekeeping dept. clerk should record it on the l&frecord sheet.客房部要记录在记录单上-hand it over while you go forlunch. never put any

34、founditem in the pantry, or on the trolley.当吃午饭时交到办公室不要放在工作间，工作车上-when turning the lost and found please note the accurate place or room number where found. pls. sign on the l&f sheet for acknowledge of hand over the item to office.记录项目号码签字证明已交-don抰 leave any lost and found item on the floor pantry

35、or in other locations. all items must be turned in to the -housekeeping office at your lunch time or whenever you godown to office.不要将物品放到其他地方交到办公室-if you have any question about lost and found, you should contact your team leader right away.有任何问题马上向你的领班报告to unify the administration of lost and foun

36、d to ensure the safety of guest抯 belonging is to show respect to guest.统一的管理保证客人的安全care for the guest is show by our careful and prompt service.为客人提供细致敏捷的服务to ensure the safety of guest belonging is to show your respect to them and make him / her feel safe in the hotel.保证客人物品的安全for proper care of a

37、guest belonging shows our respect.尊重我们的客人to ensure the safety of guest belongings is to show respect to guests.保证客人物品的安全ensure to handle the guest belongings correctly as to show our respect to guests.保证正确操作尊敬客人prepared by: ehapproved by: designationsignature/datedesignationsignature/dateshangri-la

38、hotel, standard operation proceduredepartment: housekeepingjob title: guest service associate服务员task no: general 005task: lost and found procedureequipment required: lost and found list / logbook / pen / bags单子/交接本/笔/袋子what to dohow to dowhy2. recording 记录3. storage储存4. claiming归还-in order to handle

39、 inquires and find easily, the administrative associate of housekeeping department is responsible for the lost and found logbook, the logbook include the date, the place, the article抯 name and the finder for all items. -all details must be recorded down right away after she/hereceived call from gues

40、tservice manager of reporting l&f.包括日期，姓名，物品名称，拾到者-所有细节马上记录清楚-register all the information in the lost and found form and attached it to the bag. pay attention to attached it securely to avoid losing it将物品放入袋中安全的储存.-also enter all information in the computer system to assist with guest inquiries.同时输

41、入电脑方便客人查询-to ensure the safety of the guest belongings, the valuable articles such as cash, wallets, cameras, etc. should be stored in the safe in the executive housekeeper office.保证客人物品的安全例如：现金，钱包，照相机等-ensure the cleanliness of guest抯 clothes and give the clothes which are able to wash to the laund

42、ry department.保存衣物有必要送洗衣房-office administrative associate of every shift should submit the lost and found in the store room with inn that day. lost and found items should not be left unattended in the housekeeping office, but should be place in the lost and found store room文员每日收集并放入库房不要随便放在办公室等.ensu

43、re the esquires of guest, by taking care with our work we show out guests that we are sincere in our efforts to please them.保证真诚的对待客人另客人满意protect guest belongings, taking care of a guest belongings and show our care for the guests.小心保存客人的物品by taking care with our work we show our guest that we are s

44、incere in our efforts to please them.keeping the guest belongings to store room shows our respect toward the guest belongings.将物品保存在库房内if a guest calls for an item we can easily locate it and so give the guest quick service.ensure the service accurately in order to show attention to guest抯 lost and

45、found如果客人打电话要给客人快速的服务prepared by:ehapproved by: designationsignature/datedesignationsignature/dateshangri-la hotel, standard operation proceduredepartment: housekeepingjob title: guest service associatetask no: general 005task: lost and found procedureequipment required: lost and found list / logboo

46、k / pen / bagswhat to dohow to dowhy5. unclaiming未归还的-pay attention to place items based on the order of the date.注意按顺序摆放-when guests claim the lost items. the administrative associate should inquire aboutthe time, the place, and thecharacteristic of the lost item.当客人要求返还时要问清时间地点，物品特征-the identity c

47、ard or passport should be presented by the guest while the claiming process is on. by the end, the guest should be politely requested to sign for receipt of the lost and found item. see lost & found claimform.要出示身份证并确认签字参照返还程序-if guests stay in the hotel, you can inform the office administrative ass

48、ociate to send the lost and found to the guests room, and the standard procedure is required.如果客人住店可让服务员送到客人房间-if someone else claims the lost and found for the owner, then a letter / fax or written request from the owner is required, including a copy of the owner抯 identity card and passport. 如果其他人带

49、领要有所有者的确认证明包括身份证复印件等-if the guest calls to send the lost and found back, you should inquire the correct address and phone number of the guest and inform the executive housekeeper.如果客人送给员工要通知经理provide the first class service for guests to show our respect to them.给客人提供一流的服务to give the lost and found

50、to guests immediately and accurately. to show the respect to the guest according to their instruction. their needs are more important than our procedure.马上交还给客人ensure guests is satisfaction by our service.保证客人满意我们的服务make guests fully feel the attention of hotel as to show biggest respect to the guest.最大限度的尊重我们的客人adhere to the policies of