2023年最新的酒店客房部经理

1、第 PAGE43 页 共 NUMPAGES43 页2023年最新的酒店客房部经理附录41 客房部的基本工作 Housekeeping is essential to an effective hotels operations. There is not one department in a hotel or a lodging enterprise that can exist without housekeeping service. a strong working relationship between housekeeping and other department is ab

2、solutely essential but can become extremely complicated. The timing of housekeeping activities is affected by the requirements of other departments. For example, convention involving multiple locations may take place in the morning and afternoon, and a wedding reception using one of the same spaces

3、may be scheduled for that same evening. The function of the housekeeping department as a service unit for every department in a hotel can become difficult in terms of staffing and standards of quality .And it demands a well- organized and well-trained staff. 客房服务是酒店必不可少的而且有效的一项工作.没有一个酒店或是住宿业可以缺 少客房部

4、。客房部与其他部门之间强大的工作关系是绝对必要的，但是这变的越来 越难。客房服务的时间受到其他部门的制约。例如，一个会议可能在多个地点以及 上午和下午举行，而游婚礼要占用其中一个地点，就可以安排在晚上举行，客房部 在人员和服务质量上要配合酒店里每一个部门的工作是很难的,并且要求有一批组 织良好的，训练有素的员工。 The complexity and unpredictability of the housekeeping departments schedule makes it essential that the department head communicate to staff

5、members that cooperation and flexibility are essential in the effective performance of their jobs. Good attitude, cooperation, and coordination eliminate many problems. Hotel management must reinforce these qualities if it wants to retain high-quality, talented staff. hotelier Curtis Carlson believe

6、d that, if employees are satisfied and work hard, the company will succeed; if they do not, the company is doomed to failure. 客房部工作日程的复杂性和不可预料性使得客房部领导与员工间对于他们在工作 中有效达到合作力和适应力的沟通十分有必要。良好的心态，合作以及协调能够消 除很多麻烦，如果酒店想要达到高质量，酒店必须要加强这些特质，优秀的酒店员 工Curtis Carlson认为：如果员工在酒店工作感到很满足，并且努力工作，那么 酒店就会成功，否则酒店注定会失败。 Fig

7、ure 4-1 illustrates the organizational structure of a housekeeping department in a full-service hotel. The housekeeping staff includes the executive housekeeper, assistant housekeeper, inspector, housemen, laundry staff, room attendants, runner, and linen room supervisor and attendants. 图4-1 说明了一个服务

8、全面的酒店客房部的组织结构。客房部员工包括客房部经 理，客房部助理，检验员，勤杂工，洗衣房员工，客房服务员，传送员和布草主管 和服务员。 Executive Housekeeper: The executive housekeeper, sometimes called the director of housekeeping, may work under the director of the rooms manager or the general manager in the smaller property and the resident manager or an assista

9、nt general manager in a larger hotel. Key responsibilities include hiring housekeeping personnel; and the organization of all cleaning schedules. On a daily basis, the executive housekeeper makes inspection tours of all areas of the hotel, establishes and revises staffing requirements, and researche

10、s new products and equipment. 客房部经理：客房部经理有时候也成为客房部主任，需要在小型物业公司的客房部 经理或是物业总经理或是大型酒店的住店经理或总经理助理的下面工作。主要职责 包括雇佣客房服务员以及制定所有清洁工作的日程表。在日常工作的基础上，客房 部经理负责酒店所有区域的考察，建立和修订员工要求，并研究新的产品和设备。 Another major function of the executive housekeeper is the inventory and control of the many housekeeping supplies. Guest

11、room supplies and those required in public areas must be replenished daily in order to maintain hotel standard. The room attendants and housemen need adequate supplies and proper equipment (rag, pails, carpet sweepers, hand and floor vacuums, ect.)in good working order to clean and service the guest

12、 room, corridors, and other public areas of the hotel. The sheer volume of supplies. 客房部经理的另一个主要职责是对家务用品的库存管理和控制。客人和公共区域所 需的用品你需每天补充，以达到酒店的标准。客房服务员和勤杂工需要足够的物资 和良好的设备（抹布，地毯清扫器，吸尘器等等）来清理客人的房间，走廊和酒店 的其他公共区域。这需要庞大的供应量。 The final major area of the executive housekeepers responsibilities is reporting, and

13、 record keeping. Organize control of payroll, which is vital for all departments, is essential due to the volume of employees in the housekeeping department. 客房部经理的最后一个职责是汇报和记录保存。根据客房部雇员的数量筹划和控制 对于所有部门来说都非常重要的薪酬数量。 Assistant Housekeeper 助理管家 A full-service hotel may have one or more assistant housek

14、eepers. There may be one for public area, another for guest floors, and yet another for the linen room, laundry, and supplies. The assistant housekeepers work under supervise personnel, prepare weekly schedules in accordance with occupancy and make periodic reports on the condition of their respecti

15、ve areas. 一个提供服务全面的酒店可能有一个或多个助理管家。一个在公共区域，另一个在 客人楼层，而另一个负责房间的床单，洗衣和用品。助理管家监督工作，根据出租 率准备每周报表，并就各自领域的情况定期报告。 An assistant housekeeper for public area makes regular inspections of all public areas and executive offices and forwards a written inspection report to the executive housekeeper. On the inspec

16、tion tour, the assistant housekeeper must make sure that all rooms scheduled for use are in perfect condition at the time they are needed and inspect public area restrooms with the houseman. 负责公共区域的助理管家要定期做一个关于公共区域和行政办公室的书面报告，发 送给行政管家。在报告中，助理管家必须确保所有使用中的房间是在正常状态下 的，与此同时他们还需要和勤杂工一起检查公共区域厕所。 The assis

17、tant housekeeper for linen room, supplies, and laundry trains the linen room attendants in caring for, shelving, and distributing linens; checks the supply inventory regularly, noting items to be reordered or requisitioned; processes supply requisitions; trains the runner in the correct methods of s

18、helving and stocking linens; and makes sure the established controls are rigidly enforced. 负责布草房和用品的助理管家在洗衣房培训洗衣房员工整理、摆放和分发布草;供 应库存的定期检查，并指出哪些物品需要再购买或申请领用;处理提供申请单;培训 传送员使用正确的布草摆放和储备方法，并确保严格执行既定的成本控制。 Inspector 检查员（客房服务员主管） The inspector typically works under the direction of the assistant housekeepe

19、r for guest rooms. Responsibilities of this position include training guest room attendants, organizing the work of guest room attendants, controlling equipment and supplies, evaluating the job performance of the guest room attendants, and providing feedback to improve the efficiency and effectivene

20、ss of the guest room attendants. In addition, the Inspector is responsible for assuring that the hotels standards of cleanliness, consistency, and comfort are upheld. 检查员的工作通常在助理管家下面。这个职位的工作职责包括客房服务员的培训， 组织客房服务员的工作，控制设备和用品，评价客房服务员的工作表现，并提供意 见以改善效率和提高客房服务员的能力。此外，检查员负责确保酒店的洁净度和一 致性的标准，维护客房的舒适度。 Housem

21、an 公共区域主管 Under the general direction of an assistant housekeeper or, in some cases, the executive housekeeper, the houseman is in charge of carpet repairers, wall washers, window washer, drapery cleaners, shampooers, vacuumers for deep cleaning of carpeted areas, chandelier cleaners, and furniture

22、movers. 在助理管家之下，有时在行政管家之下，负责地毯维修工，墙壁清洁工，窗户清洁 工，布料清洁工，吊灯清洁工和家具搬运工。 Laundry洗衣房 The laundry supervisor reports directly to an assistant housekeeper. He or she is responsible for the careful training of laundry workers in the care of training of laundry workers in the care of uniforms, as well as the ca

23、re of beds, bath, table, and other linen. Proper training in the presorting, pretreatment, and use of correct formulas makes the process more efficient and prolongs the life of process more efficient and prolongs the life of the linens. The laundry supervisor also monitors the quality of linens and

24、takes any necessary remedial action. The sooner a rip in a drapery, stain on a sheer, or spill on a bedspread is attended to, the easier it is to take care of, and the less likely that permanent damage will occur. 洗衣房主管直接向助理管家汇报工作。他负责洗衣房工人的培训，培训洗衣房员工 清洗工作服，以及床上用品、浴巾，桌布等布草。培训预先分类、准备处理，用正 确的方法使工作更有效率，

25、延长布草的使用寿命。洗衣房主管负责布草的质量监 控，并采取必要的补救行动。越早在布料上发现裂缝、褪色或床罩污渍，就越容易 补救，而且不太会发生永久性损坏。 Guest Room Attendants 客房服务员 Historically, there are three categories of guest room attendantsday, bath, and night guest room attendants. The day guest room attendant makes beds, supplies each room with clean linen and pres

26、cribed amenities, and cleans the guest room. The bath guest room attendant thoroughly cleans the bathroom, washing the wall tiles and floor fixtures. The night guest room attendant services the room in the case of late checkouts, is on call for extra supplies or other requests by the guest, and, in

27、hotels offering the service, “turns down” the beds. Each guest room attendant typically works under the direction of an inspector on an assigned floor and is responsible for the care of 15 rooms. In addition, the guest room attendant is responsible for the care and maintenance of all equipment, incl

28、uding the housekeeping cart. 有三种客房服务员，白天，浴室和夜间客房服务员。白天的客房服务员做床，提供 干净的床单和每个房间里规定的设施，并清理客房。浴室客房服务员彻底清洗卫生 间，清洗瓷砖和地板装置。夜间客房服务员负责退房晚的房间，满足额外的供应或 其他客人的要求。通常每个客房服务员在检查员下工作，在指定的楼层负责15间 客房。此外，客房服务员负责照顾和维护所有设备，包括布草用品车。 Runners 洗衣房传送员 The guest room attendants require a constant supply of clean linens to make

29、up their assigned rooms. Supervised by an inspector or assistant housekeeper, a runner shelve linens on a linen truck in the laundry and delivers the clean linens to the guest floor linen closets, keeping a specified number of each type of linen in the closet. The runner then returns the linen truck

30、 to the laundry to be reloaded. 客房服务员需要干净床单的不断供应，以弥补其被安排的房间。由主管或助理管家 监督管理，洗衣房布草车上床单的挂放，并提供干净的床单向楼层布草橱，保证每 一类型的布草数量。然后将布草车送回洗衣房重新补满。 Linen Room Supervisor and Attendants布草房主管和服务员 Under the direction of an inspector or an assistant housekeeper, the linen room staff must keep a careful count of the lin

31、ens sent to and returned from the laundry each day. The linen room supervisor does periodic spot checks, counting linens as they go out in a hamper from a floor or a section of the building or as they come through the central linen room. Adjustments are made to any shortages or overages to ensure th

32、at the guest room attendant has an adequate number to prepare the rooms. 在检查员（主管）或助理管家级别下，每天，布草房人员必须准确确保从洗衣房拿 走并返还的床单数。布草房室主管定期抽查，计数布草。对于任何短缺或超量的布 草作出调整，以确保客房服务员有足够的布草准备房间。 The linen room attendants are responsible for issuing linens to the floor housekeepers and for receiving linens from the laundr

33、y. The linen room attendants are also charged with inspecting linens for quality and ensuring that a stock of various sizes and types of linens is available to meet housekeeping requirements. 布草房服务员负责向楼层服务员发放布草和接收来自洗衣房的布草。布草房服务员 也负责检查布草的质量，确保各种规格和类型的布草储备满足客房服务的需求。 The cost of labor involved in prepa

34、ring a guest room can become one of the highest costs for a hotel. As you saw in the last section, preparation of a single guest room involves the activities of attendants and linen room, laundry, and inspection personnel. One way to reduce these costs in a hotel is to adjust the employees, work sch

35、edules to fit demand, which in this case is the number of rooms to be cleaned. The executive housekeeper typically schedules personnel 15 days in advance for the morning, afternoon, and evening shifts. However, these schedules are subject to change if the house count changes or if a large function i

36、s booked at the last minute. To schedule the staff effectively, the executive housekeeper must have on hand a written weekly rooms forecast; a revised three-day rooms forecast; forecast of group and convention bookings; weekly function sheets; a list of occupied rooms; and a list of daily checkouts.

37、 The number of rooms that a room attendant is expected to clean is calculated as follows: the number of minutes required to clean a room (the standard is about 30 minutes) multiplied by the number of rooms to be cleaned, divided by 60 (i.e. the number of minutes in an hour) (see Figure4-2), On avera

38、ge, each room attendant is expected to clean 14 to 16 rooms in an eight-hour shift, Each room attendant works an eight-hour day, with 30 minutes for lunch and two 15-minute breaks (one in the morning and one the afternoon) 客房准备的成本往往是一家酒店的最高成本。上一章大家学习了准备工作其中涉及 客房服务员、布草室、洗衣房和检验人员的工作编制。减少费用的方法之一是根据 不同时

39、间需要清洁的客房数而安排调整员工的班次，以适应需求。主管通常提前15 天，分上午、下午和晚上排出班次。当然，这些班次随时都有可能更改去适应需 要，如房间计数的变化，或者是一个突然的最后一分钟预订。为了有效地安排工作 人员，主管必须手上有即时的每周房间预测;修订的三天房间预测;团体房预订和会 议的预订;周工作表，一个被占房间列表，以及一个每日离店客人清单。房间服务 员，预计清理房间数的计算方法如下：所需清洁房间数乘以分钟数（标准为30分 钟）进行清洗，平均每间客房服务员，预计清理八小时轮班14至16间客房，每间客 房服务员工作八小时的一天， 30分钟的午餐和两个15分钟的休息时间 Project

40、ed occupancy x Total number of rooms = Total occupied rooms = 0.8 (80 percent) x 200 = 160 Cleaning time required per room x Total occupied rooms = Total cleaning time = 30 min/room X 160 rooms = 4800 min (80 hr) Total cleaning time Work shift per employee = Personnel required = 80 hr /8 hr/employee

41、 =10 employees 预计入住x总房间数=总占用客房0.8（百分之八十） 200 = 160 清洗每间房所需的时间x总占用房间= 总清洗时间=30 分钟/间客房 160= 4800分钟（80小时） 总清洗时间 / 每名雇员的工作人员需要轮班时间= 80小时/ 8小时/员工= 10名员 工 Turnover 周转 Another variable that has an impact on scheduling is turnover. Turnover is the measure of the number of new employees and the number of emp

42、loyees who leave. The new employees can be new hires or rehired employees. Employees leave for a number of reasons, includinglayoffs, resignations, dismissals, and retirements. The turnover rate is especially high in the house-keeping department, with its large number of unskilled workers. The turno

43、ver rate is calculated by adding together all employees hired or rehired during a particular month and all employees separated from the payroll for any reason during that month (3); (Hires/rehires + payroll separations) / Average number of employees x 100 = Turnover rate (%) For example, if the hous

44、ekeeping department had an average of -50 employees during the month, but 2 were hired and 3 were laid off, the turnover would be 5. The turnover rate would be 5 x 100/50 = 10 percent per month. If that rare persisted throughout the year, annual turnover would be 120 percent! 另一个变数，对排班的影响是员工的周转。员工周转

45、是指在新员工人数和离职员工人数之间的比较。新员工可以是新的雇用或重新雇用员工。员工离职的原因，其中包括裁员、辞职解雇和退休。周转率，在主要由大量的非熟练工人组成的客房部尤高。该周转率的计算是新雇用员工或重新雇用与该月离开员工人数员工相加再与某一个月的全部员工人数之比 （雇佣或重新招募+离职员工）/年平均职工人数 100 =周转率（） 例如，如果房管部门该月的雇员平均水平50，2人雇用和解雇3人，周转是5。周转率将是5 100/50 = 10，每月百分之十。如果是一年都这样，年周转将是以前的120% GUEST ROOM CLEANING 客房清洁步骤 1- Turn on all lights

46、 to determine whether there are any burned-out bulbs. 2. Turn off unnecessary lights. 3_ Inspect the closers. Dresser drawers and the back of the bathroom door for any articles that might have been left behind. 4. Remove soiled linens from the bathroom. 5. Strip the beds. Inspecting the spreads and

47、blankets for stains. Burns, or rears. 6 Remove and shake our sheets and pillowcases guests have been Known to store cash and other valuables overnight in their beds) 7. Carefully remove crash from the wastebasket to insure that valuables of the guest have nor been mistakenly thrown away and that no

48、glass or other items that might injure the room attendant are contained in the waste. 8. Empty ashtrays on to a newspaper. to guard against a lighted cigarette. 9. Clean and vacuum the room and bathroom. 1O. Check the fixtures and faucets when cleaning the bathrooms to make sure chat they are operat

49、ing properly and have no sharp or broken edges. 1、打开所有的灯，以确定是否有任何烧坏灯泡。 2、关掉不必要的电灯。 3、检查所有的衣柜。梳妆台的抽屉，以及洗手间的门后任何可能被留下的衣物。 4、从浴室取出脏毛巾。 5、铺开床单，检查是否有污渍、烧损、破洞。 6、摘下床单和枕套检查是否有客人落下的床上现金和其他贵重物品 7、小心地清空废纸篓，以保证客人的贵重物品没有被丢弃，或可能损害服务员的玻璃或其他物品， 8、清空烟灰缸，注意未灭的香烟。 9、清洁吸尘房间和浴室。 10、检查设备及水龙头，清洁浴室，确保它们正常运行，没有尖锐或破碎的边缘。 GU

50、EST ROOM 住客室 Bed linen and covers clean Bed in good condition Sheets fresh; no stains, holes or rips; not damaged Bed pillows sufficient for bed size and in good condition Mattress in good condition; no tears in quilting or uneven areas Foot pocket made and neat Bed frame clean Room smells fresh and

51、 is free of odors Carpet/floor clean and well vacuumed Furnishings clean Drawers clean HVAC controls and vent clean Lamps clean Lamp seams face wall Walls clean Ceilings clean Baseboards clean Closets clean Windows clean Window treatment clean and in good repair Emergency instructions posted Door lo

52、cks clean Telephone clean Telephone faceplate applied with correct room number Following materials are present and not dirty or worn Hotel services directory Local telephone books Do not disturb card Stationery single sheets and envelopes In-room movie information where applicable Room rate card pos

53、ted Signage posted indicating nonsmoking room if applicable Room service menu Doorknob menu Ice bucket and glasses Wine glasses (if mini bar in room) 干净的床和被子 床状况良好，没有窟窿 床单被单无污渍，破洞，裂痕，不损坏 足够的床位规模和良好的枕头 床架清洁 房间气味清新 地毯/地板清洁、无尘土 家具清洁 抽屉清洁 空调清洁、排气畅通 灯清洁 墙壁干净 天花板清洁 踢脚板干净 壁橱清洁 窗户清洁 窗帘清洁和维修良好 发布紧急指示 门锁清洁 电话

54、清洁 电话面板采用正确的房间号码 以下材料存在，而不是肮脏或磨损 酒店服务目录 本地电话本 请勿打扰牌 信笺和信封 室内电视信号正常 不吸烟的标牌（在无烟房内，如果可吸烟，应备干净的烟灰缸） 客房服务菜单 冰桶和眼镜 酒杯（如果房间迷你吧） GUEST BATHROOM客用浴室 Free of odors Vanity clean, no hair Mirrors clean Sink and faucet clean, no hair Toilet clean Fixtures spot free Bath/shower clean, no hair Grout not discolored

55、 or stained Bath/shower curtain liner and/or door clean Floors clean, no hair Walls clean, no hair Ceiling clean, no hair Vents clean, no hair Doors and frames clean, no hair Towel bars/towel racks clean Guest bathroom amenities include the following Multiple rolls tissue Facial tissue Multiple glas

56、ses with caps Amenities display tray Facial soap Shampoo or shampoo and conditioner Deodorant soap Mouthwash Shower cap Bath linen Washcloths Hand towels Bath towels Bath mate 无异味 干净，无毛发 清洁镜子 水槽和水龙头的清洁，无毛发 卫生间干净 浴缸/淋浴清洁，无毛发 浴缸/淋浴帘清洁 排水系统正常 地板干净，无毛发 墙壁干净，无毛发 天花板清洁，无毛发 通风口干净，无毛发 门，门框清洁，无毛发 毛巾架/毛巾架清洁 客

57、用浴室的设施包括以下内容 多个卷纸 面纸 用品托盘 洁面皂 洗发精或洗发水 除臭香皂 漱口水 浴帽 浴巾 浴袍 手巾 浴垫 Public area cleaning 公共区域的清洁 Figure 4-5 identifies the minimal standards that should be considered when evaluating the housekeeping services in public areas of a full-service hotel guest room. 图例4-5指出了一个提供整体服务的酒店客房评估客房服务时候的最低标准 The lobby

58、cleaner is a houseman whose sole duty is to deep the lobby reasonably clean and in order during the day. 大堂清洁员的职责就是在他在岗的时候保持大堂的绝对清洁。 Since the lobby is the most used public area in hotel , this is a demanding job. 自从大堂成为酒店最常使用的公共区域开始，这就成为了一份要求多的工作。 In a large city hotel, thousands of people, both gu

59、ests and nonguests( restaurant, bar, banquet, and convention guests; shop and concession customers; employees, visitors, and the general public),all congregate in or pass through the lobby. 在高级酒店中，又成千上万的人要经过或者聚集在酒店大堂，其中包括普通客人，也包括在内的餐厅，酒吧，宴会，会议的客人；租房客人，员工，普通的群众。 Without the constant attention of the

60、lobby cleaner in picking up loose papers , cigarette stubs, and other litter, and cleaning the ashtrays and sand jars, the lobby would be in deplorable condition before the night cleaners arrived to clean it thoroughly.如果没有关注大堂的卫生例如捡起掉落的纸屑，烟灰，和其他废弃物以外，也没有及时清理烟缸沙罐，那么在夜间清洁员打扫之前酒店大堂的环境将变得很糟糕。 Lobby and