HK-SOP(酒店标准操作程序-客房部)中英文

PAGEPAGE30STANDARDOPERATINGPROCEDURES标准操作程序HSKP-001 LostandFound失物招领HSKP-002 EnteringGuestRooms进入客房 HSKP-003 ShoeShineService擦鞋服务HSKP–004GUESTREQUESTITEMS客人要求项目HSKP-005 GuestRequestItems客人要求项 HSKP-006 RoomWaitRequests房间等候要求HSKP-007 WorkOrders维修通知单HSKP-008 AllowingAccessToGuestRooms允许进入客房HSKP-009 Gratuities/Tips赠物/小费 HSKP-010 ChainOfCommand指挥系统HSKP-011 HandlingGuestLaundry处理客人洗衣HSKP-012 DefinitionofAGuest一个客人的定义HSKP-013 HandleGuestComplaints处理客人投诉HSKP-014 JobSafety工作安全HSKP-015EquipmentUsage设备使用HSKP-016Newspaper&Magazines报刊杂志HSKP-017ReceptionService接待服务 HSKP-018 QualityControl质量控制HSKP-019 Normal,ExpressandPressingService正常，快洗及烫衣服务HSKP-020 GuestLaundryPickUp&Distribution客人送洗衣物收集发放 STANDARDOPERATINGPROCEDURESSubject:失物招领EffectiveDate:4.2010PolicyNo:HSKP-001Issuedby:EXE.HousekeeperPage:1of4Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesShouldanyitembereportedlostwithintheconfinesofthehotel,allinquiresaretobedirectedtotheHousekeepingDepartmentwhichisresponsiblefortherecordingandstorageofallunclaimeditems.任何在酒店范围内丢失的物品提出丢失，应直接向客房部提出，该部门负责记录及保存所有无人认领的物品。所有失物应被登记，包括以下项目：何处何时丢失6.Beveragesincustodyshouldberetainedashorttimeifnotclaimeddisposedofasfollows:Employeeafterthefivedaytimeperiodwillnotbeaccepted.Priortotheitembeingtakenoffthehotel,itmustbeinspectedbytheExecutiveHousekeeperwhoattachesaPropertyPassandaLostandFoundForm(security)totheitem.TheEmployeemustthenproceedviawherethepaperworkwillbecheckedandifcorrect,theEmployeewillbeallowedtotaketheitem(s)fromthehotel.在一样物品被带出酒店之前，应由行政管家检查并随物品附上通行证及失物招领表（保安部）。在所有文字材料齐全的情况下，员工方可将物品带出酒店。STANDARDOPERATINGPROCEDURESSubject:ENTERINGGUESTROOMS进入客房EffectiveDate:4.2010PolicyNo:HSKP-002Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标ToensurethatguestsareNOTbeingdisturbwhileenteringtheirroomswhenservicesisneeded.确保提供服务进入客房时客人不受到打扰。PolicyStatement政策ItisthepolicyofHotelthatallHotelEmployeesshouldfollowproperprocedureswhileenteringguestrooms,andshouldrespectguestprivacyatalltimes.所有酒店员工在进入客房时应遵循工作程序，并尊重客人隐私权。Procedure程序Checkthedoorlock检查门锁IfthereisDNDsign,Donotknock.如有请勿打扰标记，不得敲门。2.Ifdoublelockpinisshown,itindicatesthedoorisboltedandtheguestisinside.Donotknock.如看到双锁栓，则说明客人在房间，不得敲门。Attheentrydoor在进门口Standinfrontofthepeephole.站在猫眼前。Knockwithyourknuckles,andannounceyourselfandDepartmentname.用指节敲门，报出你的身份及部门。Listenforareply-alwaysgivetheguestadequatetimetorespond.听候回答-给客人留出足够反应的时间。4.Ifnoreply,insertkeyandslightlyopenthedoor.Ifyoufindtheroomisoccupied,excuseyourselfandreturnlater.如没有回答，插入钥匙打开一条门缝。如发现房间有人，表示歉意并晚些在返回。Note注意:Iftheguestisintheroomwhenyouareentering.如进入房间时客人在。DONOTjustignoretheguestandstartcleaning.不得忽视客人开始清洁。DONOTjustclosethedoor,saynothing,andgoaway.不得只关上门什么也不说离开。DOsay“Goodmorning/GoodafternoonSir/Madam.”要说“早上好/下午好，先生/女士。”ASK“MayImakeupyourroom?“Whattimewouldyouliketohaveyourroomcleaned”(TakenoteonRoomAssignmentSlipandreturnatthetimerequested.)问“我能打扫您的房间吗？”“您想什么时间打扫您的房间”（在房间分配卡上记下并在要求时间返回）STANDARDOPERATINGPROCEDURESSubject:SHOESHINESERVICE擦鞋服务EffectiveDate:4.2010PolicyNo:HSKP-003Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Toachieveguestsatisfaction.使客人满意。PolicyStatement:政策ItisthepolicyofHoteltoprovide24hourscomplimentaryshoeshineservicetoourHotelguests.Allitemsshouldbeshinedandreturnassoonaspossible.为客人24小时提供免费擦鞋服务。所有鞋应擦好后尽快交还客人。Procedure:程序Guestsplacedshoesintheavailableshoeshinebasketforservice.客人将鞋放入擦鞋篮要求服务。2.Roomattendantwillcollecttheitemandmarkdowntheroomnumberonapieceofpaperandplaceditinsidetheshoeshinebasket.Bringittothefloorpantryforservice.客房服务员收集后记下房号在一张纸片上放入擦鞋篮。将其带入楼层备品间处理Re-cleanallshoeswithbrush/cloth,thenidentifythecolorcarefully.用鞋刷/布初步清洁，然后仔细分清颜色。Applycreamonshoesaccordinglyandshinethemwithshoemitt.使用鞋油并用擦鞋手套将其擦亮。5.Placeallpolishedshoesintheshoeshinebasketandreturntotheguestrooms.将擦好的鞋放入擦鞋篮并将之交还回客房。STANDARDOPERATINGPROCEDURESSubject:GUESTREQUESTITEMS客人要求项目EffectiveDate:4.2010PolicyNo:HSKP-004Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标Toestablishatrackingrecordforguestspecialrequestitems.建立客人要求项目的跟踪记录。PolicyStatement政策ItisthepolicyoftheExecutiveHousekeepertoprovideitems(seebelow)toaccommodatespecialguestrequests.HousekeepingDepartmentalsoensuretheseitemsarewell-maintainedandneverplacethecontrolontheguest.为行政管家建立制度以提供满足客人特殊要求的项目（见下）。客房部也可确保这些项目能够被很好地维护，并使之不被客人控制。Procedure程序Receiveacallforaguestrequestitem.LogintheGuestRequestLoanItemLogBookundertheoutcolumn.收到客人要求项目。将其登记到客人要求租用项目登记簿中的借出栏。Informthesupervisor/roomattendantofrespectivefloorfordelivery.LogintheLogBookbeforesendingitemtotheguest.通知各楼层主管/客房服务员递送。在将物品交给客人之前登记。LogintheGuestRequestLoanItemLogBookunderthereturncolumnaftertheitemwasreturnedtoHousekeeping.在物品交还客房部后将其登记到客人要求租用项目登记簿中收回栏。GuestRequestItemsincludethefollowings:客人要求的物品包括以下项目：Adapter多头电源插座ExtraDuvet多的被子ExtraPillows多的枕头FlowerVase花瓶GarmentRack衣架Heater取暖器RollawayBed带脚轮床BabyCrib婴儿床Transformer变压器SpecialNote特别注意Foritemsnotabletooffer,OfficeClerkshouldinformtheGuestServiceManagerforfurtheraction.Alwayscheckandmakesuretheitemisavailablebeforemakinganypromisetotheguest.如客人要求的物品我们不能提供，办公室员工应通知宾客服务经理进行进一步的工作。在答应向客人提供某种物品之前，一定要检查并确保我们能提供这种物品。STANDARDOPERATINGPROCEDURESSubject:ROOMWAITREQUESTS房间等候要求EffectiveDate:4.2010PolicyNo:HSKP-005Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标ToensurecommunicationlineareopenbetweenFrontDeskandHousekeepinginordertominimizeguestwaitingtime,especiallyduringtightturn.确保前台与客房部的联系线路畅通，以使客人等候时间最小化，特别在高峰时间。PolicyStatement:政策ItisthepolicyofHoteltoeffectivelycommunicateRoomRequests,SpecialRequests,RoomWaitsandRushRoomsbetweenFrontDeskandHousekeeping.使前台与客房部对客人房间要求，特殊要求，房间等候及高峰房等的联系保持高效率。Procedure:程序HousekeepingwilladviseGuestServicesperson/FrontDeskperson0830hoursofFloorSupervisors,theirPagerNumberandthefloorstheyareresponsiblefor.客房部通知宾客服务人员/前台人员楼层主管的传呼号码及他们负责的楼层。WhenReceptionrequiresaRushRoom,RoomRequestsetc.theywillnotifyFrontDeskandinturnwillpagetheappropriateSupervisor,requesttheparticularroomandinquireapproximatelywhattimetheroomwillbereturnedVR(VacantReady).当接待员要求高峰房，房间要求等时，应通知前台并传呼当值主管，要求指定房间并询问大概的房间能准备好的时间。Bystatingyourname,theSupervisorwillensurethefollowupismadedirectlywithyou(trytoavoidpassingontoothers,oftenmessagesarenotrelayed).Thiswillminimizetimeandyouwillberesponsiblefortheroom.在指定你的名字之前，主管员工应确保后续工作由你进行（尽量避免将工作转交，通常信息不再重复）。这将节约时间，你将负责该房间。TheSupervisorinturn,willfollowthroughwiththerequestandpromptlyadviseFrontDeskwhatestimatedtimetohaveroomvacantreadyand/oranypertinentdetails.当值主管将跟进该工作要求并及时通知前台，由其估计房间准备好的时间及任何相关细节。TheSupervisorwilladvisetheHousekeepingClerkandFrontDeskwhentheroomisVR.房间准备好后主管通知客房部办公室员工及前台。FrontDeskwillcompleteCheck-inProcess.前台完成入住手续。STANDARDOPERATINGPROCEDURESSubject:WORKORDERS维修通知单EffectiveDate:4.2010PolicyNo:HSKP-006Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Toensuremaintenancerequestsarehandledarepromised,basedontheurgencyofthematter.根据紧急程度,确保维护要求被承诺执行。PolicyStatement:政策ItisthepolicyofHoteltohaveestablishedproceduresonhowourguestroomsaremaintained.建立酒店客房维护的程序。Procedure:程序TheHousekeepingDepartmentisresponsibleforreportingguestroommaintenanceproblemstotheEngineeringDepartment.Thiswillbeaccomplishedby:客房部负责向工程部报告客房需维护的问题事项.必须按如下程序办理:1.TheFloorSupervisororFloorAttendantandOfficeClerkreporttheproblem.楼层主管或楼层服务员与办公室员工负责报告问题。2.TheOfficeClerkwillmaintainalogofthemaintenanceproblemsandimmediatelycalltheEngineeringDepartment.(Forotherproblems,Housekeepingrelated,theOfficeClerkwilldispatchaPAattendanttohandle,e.g.gumoncarpet.)办公室员工应记录维护事项并立即通知工程部.(其他与客房部相关事项,办公室员工将交公共区域卫生员处理,如:地毯上的口香糖印)RoomsMaintenanceLog-Housekeeping客房维护记录-客房部Date-RoomNo.-Problem-ReportedBy-Time-ReportedToEngineering-TimeCompleted-Time-Date日期-房号-问题-报告人-时间-报告工程部何人-完成时间-时间-日期TheEngineeringDepartmentwillalsomaintainalogandwilldispatchanEngineeringtohandletheproblemassoonasitiscalledin.工程部亦需要记录,并尽快派出人员处理问题。RoomsMaintenanceLog-Engineering客房维护记录-工程部Date-RoomNo.-Problem-ReportedBy-Time-DispatchTo-TimeCompleted-Time–Date日期-房号-问题-报告人-时间-分配人-完成时间-时间-日期Oncecompleted,theEngineerwillnotifytheEngineeringDepartment.一旦完成,工程人员应通知工程部。5.TheEngineeringDepartmentwillcalltheOfficeClerkandreporttheproblemasrepaired.工程部通知办公室员工问题已解决。6.TheOfficeClerkwilllogtheinformationandcontacttheFloorSupervisortohavetheroomre-inspected.办公室员工做记录并通知楼层主管到房间再做检查。If,foranyreason,aproblemcannotbesolvedatthattime(duetopartsnotavailable,etc.),theroomshouldbetechnicallyplaced“OUTOFORDER”or“SELLLAST”basis(forsoldoutnights).TheExecutiveHousekeeperandDirectorsofEngineeringwillberesponsiblefortheimplementationandmaintenanceofthisprogram.如因为某些原因问题不能及时解决(如由于部件不全等),房间将被标明为维修房或最后售房(在客满时)。行政管家及工程总监将负责处理该问题。STANDARDOPERATINGPROCEDURESSubject:ALLOWINGACCESSTOGUESTROOMS允许进入客房EffectiveDate:4.2010PolicyNo:HSKP-007Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Toprotectguestprivacyandinterruption保护客人隐私及保证其不被打扰.PolicyStatement:政策ItisapolicyofHotelthatundernocircumstanceswillanemployeeprovideguestroomaccesstoanotheremployeeunlessspecificapprovalisgrantedbyaSupervisor/Manager.除非经过主管或经理的许可,在任何情况下员工不得让其他人员进入客房。Procedure:程序Ifanindividualidentifieshimself/herselfastheguestinaspecificroomandrequestaccessexplainthat,intheinterestoftheirsecurity,employeesarenotauthorizedtograntaccesstoguestrooms.InformtheguestthattheFrontDeskwillissuehim/heranotherkey.IftheguestishavingtroublewiththekeytheywereissuedoffertocallSecurityforassistance.如任何人宣称他/她是客人要进入某间客房，从安全考虑，员工无权让其进入，同时告知客人前台将为他/她准备另一把钥匙。如客人现有的钥匙有问题，则告诉他/她将通知保安协助解决。Intheeventthatanunknownpersonentersaguestroom,youareworkinginasktheindividualfortheirguestroomkeyandphysicallycheckthekeyinthelock.Ifthekeyclickstoindicateitisthecorrectkey,returnthekeytotheguest,thankhim/herandexplainthattheprocedureisfollowedtoensurethesecurityoftheirguestroom.如正在打扫房间时一个陌生人进入房间，请其出示房间钥匙并试用。如钥匙可以使用，将其还给客人并表示感谢，解释这是为他们的房间安全着想的必要程序。3.Ifthekeydoesn’tclick,telltheindividualyouarerequiredtoobtainpermissiontograntaccesstoanyguestroomandcallSecurityrequestingthattheyreporttotheroomimmediatelytorenderassistance.Thisappliesevenifyoufeelyourecognizetheguest,astheguestyourecognizemayhavecheckedoutorroomchanged.如钥匙不能使用，则告知该人你没有授权让任何人进入客房，并通知保安请求协助。这种措施在你感觉认识这位客人时同样适用，因为这位客人可能已经离店或已换房。STANDARDOPERATINGPROCEDURESSubject:GRATUITIES/TIPS赠物/小费EffectiveDate:4.2010PolicyNo:HSKP-008Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标ToavoidanyunnecessaryconfusionbetweendepartmentswhenguestsleftgratuityforEmployees.当客人给员工留下小费时，避免在部门之间产生任何不必要的混淆。PolicyStatement:政策ItisthepolicyofHotelthatmoniesleftbyguestsinanobviousmannerwithoutanydoubtthatitisintendedasgratuityforservicesprovidedaretobehandledinthefollowingway.客人明显是出于礼貌留下奖赏服务的赏钱将被按如下方式处理。Procedure:程序TipsfoundinguestroomsaretobeconsideredtoFloorAttendant’stips,Unlessclearlystatedasinthefollowingexamples:客房内放置的小费一般被认为是给楼层服务员的，除非象如下列举的情况：Moniesleftontopofluggageisfortheporter.放在行李上的小费是给行李员的。b)MoneyleftwithanotefromthegueststatingthereceiverisotherthantheFloorAttendant.留有字条的小费是给指定人员的。2.AnytipleftbyaguestforHousekeepingServiceswillgototheFloorAttendantwhoservicedtheroomonthatday.IfmorethanoneFloorAttendantiscleaningtheroom,gratuitiesaretobesharedequally.任何为感谢客房服务留下的小费将被交给当值的楼层服务员。如果不止一人打扫了该房间，则应均分。3.Tipsaretobecollectedattimeofservicingtheroom.VDroomtipscanbecollectedassoonastheFloorAttendantknowstheroomisvacatedbytheguest.小费一般在为房间服务时收取。VD房的小费在楼层服务员知晓客人腾出房间时收取。STANDARDOPERATINGPROCEDURESSubject:CHAINOFCOMMAND指挥系统EffectiveDate:4.2010PolicyNo:HSKP-009Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标ToencourageEmployeestoapproachtheirmanagersandvoiceoutconcernsinapositivemanner.鼓励员工以一种积极的态度向经理表达自己的意见。PolicyStatement:政策ItisthepolicyofHotelthattheChainofcommandisrecommendedforallEmployeestoexerciseaspartoftheGuaranteeofFairTreatmentanytimeanEmployeehasacommentorconcern.当任何时候员工提出意见或所关心的事，指挥系统可确保他们能被公平地对待。Procedure:程序AnEmployeewhohasacommentorconcernshouldspeaktotheirimmediatesupervisorfirst.当员工有意见或所关心的事的时候，应先向直属主管提出。IftheEmployeeisnotentirelysatisfiedwiththesupervisorsresponse,theEmployeeshouldthengotohis/herimmediatemanager.如果员工对主管做出的反应不是很满意，可向直属经理提出。IftheEmployeeisnotentirelysatisfiedwiththemanager’sresponse,theEmployeeshouldgodirectlytotheExecutiveHousekeeper.如果员工对经理做出的反应同样不是很满意，可向行政管家提出。STANDARDOPERATINGPROCEDURESSubject:HANDLINGGUESTLAUNDRY处理客人洗衣EffectiveDate:4.2010PolicyNo:HSKP-010Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Toensureconsistentandqualitylaundryserviceareprovidedatalltimes.确保在任何时候洗衣服务的一贯性及质量。PolicyStatement:政策ItisthepolicyofHoteltoestablishguidelinesandproceduresonguestlaundry/drycleaningitems.建立关于客人洗衣服务项目的指导方针及程序。Procedure:程序1.Laundrybags/slipsareavailableinallguestrooms.洗衣袋/单在所有客房可用。Checkalltheguestroomsontheassignedfloorbefore10:00hoursexcept“DND”.除“DND”房外，10点前检查分配楼层所有客房有无送洗衣物。Markdownonroomattendantworksheetiftheroomsare“DND”.如客房挂出“DND”牌，在工作表上注明。4.Putthelaundryinthefloorpantryandrecordontheworksheet.将送洗衣物带到楼层备品间，并在工作表上做记录。Calldowntolaundrydepartmentimmediately.立即通知洗衣房。Ifhavingfoundthelaundrywithoutlistofsignature,don’tremovefromtheroom.CallHousekeepingofficeforreference.如发现送洗衣物没有签名的洗衣单，则不要从房间拿走。应向客房部办公室查询。Checkthe“DND”roomsignbefore11:00hours.在11点前检查“DND”房。Allitemsnotbeinghungonhangersmustbeplacedanddeliveredtotheguestroomintheapprovedlaundrybasket.所有不用衣架挂起的衣物应使用规定的洗衣篮送回客房。TrouserProcedure裤子程序Alltrousersdeliveredtotheguestroomwillbehungonhangersunlesstheguestrequestsotherwiseandcoveredwithplasticbag.所有裤子应使用衣架挂着送回客房，除非客人要求不用，则使用塑料袋装好送回。ShirtProcedure衬衣程序Shirtswillbehungonhangersonlyiftheguestrequestsandcoveredwithplasticbag.衬衣应使用衣架挂着送回客房，如客人要求不用，则使用塑料袋装好送回。AllFrenchcuffshirts,thecuffswillbeinapressedfoldedmannerandremainfoldedeitherwhenhungonorfoldedanddeliveredinalaundrybasket.所有法式袖口的衬衣应将袖口叠好，无论是用衣架挂或叠好装在洗衣篮里。Whenashirtisfolded,itwillhaveacollarcard,shirtboard,wrappedinplasticshirtbaganddeliveredtotheguestinalaundrybasket.当衬衣叠好时应使用领卡，衬衣板，用塑料衬衣袋包装后装在洗衣篮中送还客人。Allsilkshirtshavetobeonhangerstoprotectthemfromwrinklingcoveredwithplasticbag.所有丝绸衬衣必须用塑料袋盖好，并使用衣架挂起以防褶皱。UnderwearProcedure内衣程序Allunderwearwillbefoldedandkeptinthelaundrybasketwithtissuecoveringandloggedsticker.所有内衣应被叠好打上标签用绵纸盖上放在洗衣篮中。SuitsProcedure西服程序Allsuitswillbehungonahangerwithaplasticbagcoveringthem.所有西服应使用衣架挂好并用塑料袋盖上。Ties领带Tieswillbehungontiehangerandcoveredwithplasticbag.领带应使用领带架挂好并用塑料袋盖上。STANDARDOPERATINGPROCEDURESSubject:DEFINITIONOFAGUEST定义一个客人EffectiveDate:4.2010PolicyNo:HSKP-011Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Toknowthepersonyouaredealingwith.认清你正在服务的客人。PolicyStatement:政策ItisthepolicyofPlazaRoyaletoensureallEmployeesworkhardtoachieveonegoalEveryGuestLeavesSatisfied.确保所有员工努力工作能达到一个目标每一个客人都能满意地离开。Procedure:程序Guestis:客人是：V.I.P.(VERYIMPORTANTPERSON)V.I.P.客人（十分重要人物）Issomeonewhofurnishmoneyinourhotel,bringusbusiness.付钱给我们酒店的人，给我们带来生意。Issomeoneprovideusjobopportunities.提供工作机会给我们的人。Isnotsomeonetoarguewith.不是与之争论的人。Isalwaysrightintheirmind.他们认为他们永远是对的。Iswillingtopayfairlyfortheservicetheyreceive.愿意为他们受到的服务付出相符的费用。Willsatisfytheirdesireshereorwithourcompetitors.能在我们酒店或竞争者那里满足需求的人。STANDARDOPERATINGPROCEDURESSubject:HANDLEGUESTCOMPLAINTS处理客人投诉EffectiveDate:4.2010PolicyNo:HSKP-012Issuedby:EXE.HousekepperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标Toensureallguestsleavesatisfied.确保每一个客人都能满意地离开。PolicyStatement政策ItisthepolicyofPlazaRoyalewhenaguestcomplaintoccursNEVERignoreoravoidit.Dowhateverittakestoensureeveryguestleavessatisfied.当客人抱怨时不能坐视不管或回避。必须尽量让客人满意地离开。Procedure程序Whenaproblemoccurs.Thefollowingstepsshouldtakeplacetomakesuretheproblemisresolvedtotheguest’ssatisfaction.当发生问题时，应照以下步骤做，以确保问题能得到解决并让客人满意。Listen倾听Empathize表示同情Apologize道歉Reacttoresolvetheproblem反应要解决问题Notifytheguestwhatwasdonetosolvetheirproblem通知客人为解决问题我们做了些什么。Handlingguestcomplaints.处理客人投诉。Listenattentively,givetheguestyourfullattention.留心倾听，让客人觉得你非常关心。Don’tinterrupt.不要打断客人。Don’targuewiththeguest.不得与客人争论。Thanktheguestforbringingtheproblemstoyourattention.感谢客人提出了你需要注意的问题。Gettheguest’snameearlyintheconversationanduseitoften.交谈开始后先问清客人的姓名，并在交谈过程中频繁使用。Apologizeforthetroublebutdonotassignblame.为问题道歉但不要推卸责任。Ifyoucannotresolvetheproblem,contactyourmanagerimmediately.如你不能解决问题，必须立即通知你的经理。Followuptoensurethattheproblemhadbeenresolved.跟进工作以确保问题得到解决。STANDARDOPERATINGPROCEDURESSubject:JOBSAFETY工作安全EffectiveDate:4.2010PolicyNo:HSKP-013Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Tominimiseaccidentsintheworkplace.尽量减少工作地点发生的事故。PolicyStatement:政策ItisthepolicyofHotelthatanAccidenthurts!Nobodycantakeawayyourpainandlosttimeatwork!Therefore,weneedtobealertandwillingtoremovepotentialhazardsatalltimesinordertopreventaccidents.事故会造成伤害！没有人能带走你的伤痛和追回失去的时间。因此，我们必须时刻警示并愿意消除潜在的危险，以防止事故的发生。Procedure:程序Tobesafe,youmustconstantlybeawareofyouractionsandthechangingenvironmentaroundyou.Thereareseveralwaystopreventaccidents.要想安全，你必须一直都清楚你的行动及周边变化的环境。以下是一些预防事故的措施：Careaboutsafety.注意安全。Recognisepotentialaccidentsituations.认识到潜在事故的情况。Remove,repairoravoidpotentialhazards.移走，修理或避开潜在危险。Beawareofyourselfandyourlimitations.清楚你自己的弱点。Doyourworkthesafeway,donotrush.以安全的方式工作，不要抢。Askforhelpifneeded.在需要时寻求帮助。Thinksafetyforyourself,yourco-workersandyourguests.考虑你的，同事的和客人的安全。STANDARDOPERATINGPROCEDURESSubject:DONOTDISTURB请勿打扰EffectiveDate:4.2010PolicyNo:HSKP-014Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标Toensureall“DoNotDisturb”signarehonoredatalltimes.确保所有“请勿打扰”标记在任何时候都得到尊重。PolicyStatement政策ItisthepolicyofHotelthatinordertoensureguestsprivacy,theHousekeepingDepartmentrequireshousekeeperstonoteroomsthatarenottobeenteredandservicedbecauseofthe“DoNotDisturb”signsordoublelockeddoors,also,requiretofollowthroughondeterminingstatusoftheseroomsandreportingdiscrepanciestomanagement.为确保客人私密权，客房部应要求客房服务员注意标明了“请勿打扰”或双锁的房间是不可进入打扫的。并且，要求确定这些房间的房态并将不符情况报告上级。Procedure程序RoomAttendantsaretomarkonRoomStatusReports“DND”or“DL”forguestwhorefusedserviceinthemorning.客房服务员应将早上要求不打扫房间的客房在房态报告上标明为“DND”或“DL”。After3:00P.M.RoomAttendantshavetoreporttoHousekeepingOfficeforanyroomwhichhasnotbeenservicedbecauseofa“DoNotDisturb”signorbecausetheroomdoorisdoublelocked.下午3点后，客房服务员必须将因标明了“请勿打扰”或双锁而未打扫的房间报告给客房部办公室。HousekeepingClerkinformsFloorSupervisortodoublecheckall“DND”and“DL”roomsagaintoseewhetheranyoftheseroomscanbeserviced.客房部办公室员工通知楼层主管再次检查所有“请勿打扰”及“双锁”房，看是否有需要打扫的。FloorSupervisorreconfirmsthe“DND”and“DL”roomstoHousekeepingClerk.楼层主管再次向客房部办公室员工确认“请勿打扰”及“双锁”房。HousekeepingClerksend“DND”and“DL”roomreporttoGuestServiceManagerat5pm.客房部办公室员工在下午5点将“请勿打扰”及“双锁”房报告给客户服务经理。GuestServiceManagerwillcontacttheguesttoinquirewhethertheyneedHousekeepingService.Ifguestneedsservice,GSMwillinformHousekeepingOffice.客户服务经理将联系客人以询问是否需要打扫客房，如需要，客户服务经理将通知客房部办公室。FloorsupervisorassignsPMshiftRoomAttendanttocleantheroomASAP.楼层主管分配中班客房服务员清洁这些房间。Ifguestneedsnoservice,HousekeepingClerkshouldrecordonthelogbook.如客人不需要服务，客房部办公室员工将在值班日志上做记录。STANDARDOPERATINGPROCEDURESSubject:GUESTROOMSECURITY客房安全EffectiveDate:4.2010PolicyNo:HSKP-015Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标Nooneisallowedtoenterguestroomwithoutproperidentification.没有特定许可情况下任何人不得进入客房。PolicyStatement:政策ItisthepolicyofHotelthatourguestscountonustoprotecttheirbelongingswhenwearecleaningtheirrooms.Theywanttobesurethatwewillnotletanyoneintotheroomthatdoesnotbelong.Itisveryimportanttofollowproperproceduresinordertoensureguestsafetyatalltimes.客人的财物在我们清洁客房时完全依靠我们的保护。他们要求我们不让任何其他人进入他们的客房。在任何时候遵守程序要求确保客人安全是非常重要的。Procedure:程序Iftheguestenterstheguestroomandisunabletoproducearoomkey,youshouldcallSecurityorFrontDesktoverifyguestsidentification.YoushouldNEVERopenalockedguestroomdoorattherequestofaguestwithoutauthorizationfromtheFrontDeskorSecurityfirst.如果一位客人进入客房而不能出示房间钥匙，应通知保安或前厅部校验客人身份。在未得到保安部或前厅部授权的情况下，不得为客人打开锁着的客房。Youshouldalwayspolitelyexplaintotheguestthatitisyourjobtoobtainpositiveidentificationbeforelettinganybodytotheroom.Showtheguestyouaretryingtohelpwhilestillfollowingsecurityprocedures.应该礼貌地向客人解释你的工作职责要求在让任何人进入客房前必须确认。让客人觉得你在尽量帮忙，同时也在遵守安全程序。STANDARDOPERATINGPROCEDURESSubject:HOUSEKEEPINGDEPTHYGIENEANDGROOMINGSTANDARD客房部卫生及装饰标准EffectiveDate:4.2010PolicyNo:HSKP-016Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目标ToprovideageneralhygieneandgroomingguidelinestoallEmployees.为所有员工制订卫生及装饰标准方针。PolicyStatement:政策ItisthepolicyofPlazaRoyaletoensureallEmployeesfollowtheguidelinesandrepresentHotelinaprofessionalmanner.EmployeeswillbedisciplinedbymanagementiffailedtocomplywithDepartmentdresscode.确保所有员工遵守标准，以使酒店呈现职业化风貌。管理人员将用纪律约束不遵守部门着装规范的行为。Procedure:程序GENERALSTANDARDFORALLSTAFFS所有员工总体标准Completeandcleanuniformmustbewornatalltimes.任何时间必须身着完整并且洁净的制服。Alwayswearyournametag.任何时间必须佩带名牌。Mustmaintaingoodpersonalhygiene,useantiperspirantordeodorantifneeded.必须保持个人卫生，如需要可使用止汗药或除臭剂。Fragranceproductsshouldbesubtleandappliedinmoderation.可适度使用增加香味的产品。Shoesshouldbeproperlyshinedandingoodcondition.皮鞋应完好并被擦亮。Novisibletattoos.无可见的纹身STANDARDOPERATINGPROCEDURESSubject:PROPERBEHAVIORFORHOUSEKEEPINGSTAFF客房部员工礼貌举止标准EffectiveDate:4.2010PolicyNo:HSKP-017Issuedby:EXE.HousekeeperPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目标ToensureallEmployeesarebehavedinaprofessionalmanner.确保所有员工的行为举止应该职业化。PolicyStatement政策ItisthepolicyofPlazaRoyaletosetupguidelinesandensureitisproperlyfollowedbyEmployeesatalltimes,becausetheirbehaviourrepresentstheimageofthedepartmentaswellastheHotel.Professionalismisrequired.建立方针政策并确保员工贯彻执行，因为他们的行为不仅代表部门，更是代表了酒店。因此要求职业化。Procedure程序Do’sforallHousekeepingstaff:客房部员工应做的：Keepyourselftidy,uniformspotlessandimmaculatelycleanatalltimes.保持个人清洁，制服应一直保持没有污点并被清洗得很干净。Keephandsandnailscle