豪生酒店管家部标准运作程序手册

PAGESTANDARDOPERATINGPROCEDURESPOLICYNO.SUBJECT项目HSKP–001StandardOfCleanliness清洁标准HSKP–002LostandFound失物招领HSKP–003EnteringGuestRooms进入客房HSKP–004FloorAttendantServices客房服务HSKP–005ShoeShineService擦鞋服务HSKP–006GuestRequestItems客人需求项目HSKP–007Babysitting托婴服务HSKP–008GuestBelongings客人财产HSKP–009RoomWaitRequests等候要求HSKP–010ShiftBriefing班会HSKP–011WorkOrders客房维护HSKP–012AllowingAccessToGuestRooms允许进入客人房间HSKP–013Gratuities/Tips赠物、小费HSKP–014AttendingToGuestsInPublicRestrooms做好客用休息区卫生HSKP–015ChainOfCommand行政管理HSKP–016HoldingOpenAndSecuringGuestRoomDoor客房安全HSKP–017ReasonableJobRequests合理的工作分配HSKP–018KeyControlProcedure钥匙控制程序HSKP–019LeavingWorkAreaWithoutAuthorization未经批准擅离工作区域HSKP–020TelephoneSkill电话技巧HSKP–021CleaningThePublicTelephone公用电话清洁HSKP–022CleaningFurniture家具清洁HSKP–023CleaningTheGuestCorridors楼层过道清洁HSKP–024ProvidingTurndownService夜床服务HSKP–025CleaningServiceAreasAndEmergencyStairway服务区和应急区的清洁HSKP–026SweepLog清洁记录HSKP–027HandlingGuestLaundry处理宾客洗衣HSKP–028UniformRoomProcedures制服程序HSKP–029HandlingGuestroomTrash客房垃圾处理HSKP–030EmptytheWastebasket清除垃圾HSKP–031VacuumingofPublicAreas公共区域吸尘HSKP–032AM/PMDiscrepantRoomsReport早中班房态差异报告HSKP–033DefinitionofaGuest宾客诠释HSKP–034HandleGuestComplaints处理客人投诉HSKP–035JobSafety岗位安全HSKP–036PersonalSafety个人安全HSKP–037PriorityCleaning优先清洁HSKP–038DoNotDisturb请勿打扰HSKP–039GuestRoomSecurity房间安全HSKP–040RoomServiceTraysRemoval送餐餐盘撤出STANDARDOPERATINGPROCEDUREPOLICYNO.SUBJECT项目HSKP–041HousekeepingDepartmentHygieneandGroomingStandard房间清洁和卫生标准HSKP–042GuestRoomCleaning房间清洁HSKP–043MakeAbed做床HSKP–044BathroomCleaning卫生间清洁HSKP–045ProperBehaviourforHousekeepingStaffs客房员工正确行为举止HSKP–046UseAVacuumCleaner吸尘器的使用HSKP–047HandlingbabyCrib/Cot处理婴儿床HSKP–048RegularTurndownService夜床服务规范HSKP–049ExecutiveFloorLoungeCleaningHours行政楼层工作时间HSKP–050FlowerOrdering/Arrangements鲜花订购、安排HSKP–051ExecutiveFloorGuests/VIPFlowerOrdering/Arrangements行政楼层客人/VIP鲜花订购安排HSKP–052ExecutiveFloorGuests/VIPTurndownService行政楼层/VIP开夜床服务HSKP–053Cleanliness&Hygiene清洁及卫生HSKP–054DailyCheckList每日检查表HSKP–055EquipmentUsage设备使用HSKP–056Newspaper&Magazines报纸和杂志HSKP–057ReceptionService迎宾服务HSKP–058Towels毛巾HSKP–059Administration管理HSKP–060QualityControl质量控制HSKP–061Normal,ExpressandPressingService一般，特殊和熨烫服务HSKP–062GuestLaundryPickUp&Distribution收送洗衣服务HSKP–063HandlingCleanLinen干净布草的处理HSKP–064SoiledLinenHandling脏布草的处理HSKP–065RoomLinenDiscardProcedures布草报损程序HSKP–066ReceivingofUniform&LinenfromSupplier更换制服，补充布草HSKP–067StorageofChemicals药水储存HSKP–068Machinery机器HSKP–069LinenRoomattendant&ItsFunction布草服务员及其职能HSKP–070FloorLinenControl楼层布草控制HSKP–071Linen&UniformInventory布草制服盘存HSKP–072UniformControl制服控制HSKP–073ReceivingofUniform换制服HSKP–074IssueUniformtoBanquet发放宴会制服HSKP–075IssueF&BLinen发放餐饮布草HSKP–076ProcessingLinen布草处理

STANDARDOPERATINGPROCEDURESSubject项目STANDARDSOFCLEANLINESS清洁标准EffectiveDate有效日期16、JULY2004PolicyNo序号HSKP-001Issuedby发出者RDMPage页码1of4Approvedby批准人HOTELMANAGER酒店经理Distribution描述AllAssociates全体员工部门经理Objective:目标ToensureconsistentqualitystandardofcleanlinessatHotelaremeetatalltimes.随时保证酒店的清洁质量标准。PolicyStatement:政策ItisthepolicyofHotelthatcleanlinessstandardsmustbeestablishedtoidentifythelevelandqualityofcleanlinessexpectedafteranareaorobjecthasbeencleaned.AllemployeesengagedinprovidingcleaningservicesthroughoutHotelguestroomswillbetrainedonhowtoperformtheircleaningassignmenttomeetandexceedfollowingSTANDARDSOFCLEANLINESS.根据酒店制定并确定的清洁质量标准政策来做好区域清洁卫生，所有员工在从事工作之前必须得到培训如何履行清洁工作并超越我们的清洁服务标准。Procedure:程序ITEMSTANDARDSOFCLEANLINESS条款清洁标准ROOMSCENT房间气味Nosmokeodororanyothertypeofsmell.Itshouldbesmellniceandclean,“freshscent”.没有烟味或其它味道。空气清新，干净ALLLINEN/TOWELS所有布草Freshsmelling,freeofstainsandtears.干净，没有污点和破损。CARPETS地毯Clean-noodors,stainsorspots.Freeofanyvisibledirtorsoil。Edgesclean/nodustbuild-up,freeofripsandstrings.没有气味、污迹和油污，没有明显的污渍，边缘干净，无灰尘和虚边。TILEFLOORS瓷砖Clean-noscuffmarks,dust,dirtorsoil.Nowaxbuild-up,edgesandcornersclean.清除无擦伤，灰尘，泥土或污渍。边缘和角落保持洁净。DESK/CREDENZAS书桌/书柜Clean-nodust,dirtorsoil.Nooilyappearanceandnolint.Drawersslideevenly.干净无灰尘，泥土或污渍。表面无油污。抽屉滑动平稳。DESKCHAIRS/EASY书桌椅Clean-nospotsordirt.Legsclean/allwoodenormetalparts桌腿和所有木质、金属部分要求无污点无灰尘，泥土或污渍。CHAIRS&SOFAS椅子＆沙发inproperworkingorder.Paintandfinishintact.Upholsterycleanandspotless,legsandbacksofchairsdustedandfreeofmarks.按照正确的工作方法，油漆面完整无损、装饰部分干净无斑点，椅子背后、脚无灰尘和划痕。CHAIRS&SOFAS椅子＆沙发inproperworkingorder.Paintandfinishintact.Upholsterycleanandspotless,legsandbacksofchairsdustedandfreeofmarks.按照正确的工作方法，油漆家具完整无缺、室内清洁干净，椅子背后、脚无灰尘和赃物。HEADBOARD床头板Clean-nodust,dirtorsmudges.Finishisintact干净无灰尘、污迹完好无损。STANDARDOPERATINGPROCEDURESSubject:STANDARDSOFCLEANLINESS Pages :PAGE4of4主题 清洁标准页码 PolicyNo 序号:HSKP-001 BED床Fresh,crispappearance.Cleanmattresspads,sheetsandpillowcases.Duvetandduvetcoverneat,clean,noaretteburnsorholes.崭新的外观，垫褥，床单、枕套、棉被及其套子要求干净无发丝和破洞。MIRRORS镜子Nosmudges,lint,dust,dirtorfingerprints.Nocracksorchips.Hangssecurelyonwall.无污迹、毛尘、灰尘或手印，无裂缝和缺口，稳固墙上。NIGHTSTANDS床头柜Clean-nodirt,dustorsoil.Woodnotchippedorratched.Highpolishedappearance.干净无灰尘、或油污，木质部分没有裂口和突出的木钎，外观亮丽。TELEPHONE电话Clean-freeofearwaxorsoilonearandmouthpiece.Informationonphoneiseasytoread/clean.PhoneinproperworkingorderStickersnotdog-eared.干净无耳垢和油脂，电话音量清楚，电话工作正常。TELEPHONEBOOKS电话本Clean,updatedandingoodcondition纸张干净，保持良好状态。LAMPS/SHADES灯/灯罩Clean-nodust,dirtorsmudges.Bulbscorrectwattageandclean.Nodustonbulb.Lampshadeclean-nohair.Finialsecureontopoflightfixture.干净无灰尘、或污迹，灯泡干净无灰尘，瓦数适当，灯罩干净无头发，顶部安全稳固。TELEVISON电视Clean-nodustordirtonscreen,toporsides.Backsecurelylockedupondresser.荧屏干净无灰尘、顶部或侧面无灰尘，放置稳固。SERVICEDIRECTORY服务指南Completeandingoodcondition-noripsandtears.Allintact.完整并保持良好状态，无裂口和破处，一切完好。ROOMLITERATURE房间读物Allmagazinespresent.Norips/tears,notdog-eared.Issuesarecurrent.所有的杂志，干净没有裂口/裂缝，没有卷角，并且是最新版。WINDOWSILLS窗台Clean-freeofdirtandsoil.Nofingerprints.Nodeadinsectsinwindowsillsorledges.Tracksspotless.干净没有灰尘和尘土，没有手印、死虫在窗台或壁架上爬过的痕迹。DRAPES窗帘Clean-freeofwatermarks,dirt,soilordeadinsects.Norips/tears.Pullsfreelyintracks.Hooksintact/batonsnotmissing.Nodebris/deadinsectsonfloorbehinddrapes.干净无水印、污垢、油渍或死虫，没有破裂，轨道滑动正常，挂钩完整无缺，无碎片/死虫在窗帘后的地上。WALLS墙Clean-nocobwebs.Nogluebleedingthroughwallpaper.Vinylintact-rips/tears,notDustingatseams¬mingunglued.干净无蜘蛛网，无溢出的墙纸胶，无裂口、和脱胶。PICTUREFRAME画框Clean-notdustyonfrontortop.上面和前面都要干净，无灰尘。STANDARDOPERATINGPROCEDURESSubject :STANDARDSOFCLEANLINESS Pages :3of4 主题 清洁标准 页码PolicyNo :HSKP-001序号 HANGERS衣架Clean-nodust.Hooksnotbroken,hangernotchippedCorrectnumberpresent.干净无灰尘、挂钩无断掉，衣架无裂口，正确的数量。WASTEBASKET废纸篓Clean-notrash,dirt,soilorhair.Ingoodcondition,nomarksorscuffmarks.干净无垃圾、泥土、油渍或头发，状况良好，无擦伤痕迹。VENTS通风口Clean-freeofdust/dirtbuild-up.Secure.DOORSClean-freeofdust/dirtbuild-up.Nodustinsidedoorjam.Numbercleanandvisible.Doorknobnotloose.Finishintact.Thresholdsarecleanonallroomdoors,includingconnectingdoors.干净无灰尘/污垢，安全门无灰尘、污垢。门把手无松动，连接门干净CUPBOARDS橱柜Thoroughlydustedandcleaninside.Nofingerprintsor(WHEREAPPLICABLE)marksonoutsidesurfaces,includinghandles.干净无灰尘，外表无手印（适用任何地方）或污渍，包括把手。SINKS水槽Clean,allchromeisshining(WHEREAPPLICABLE)干净、镀珞部分光亮。REFRIGERATORS电冰箱Defrostedandthoroughlycleaninside“freshsmelling”.(WHEREAPPLICABLE)Makesuredoorisclosed.除霜彻底里外清洁，确保门关闭。ASHTRAYS烟灰缸Clean-freeofdirt,trash,ashesandsmokingdebris.Notcrackedorchipped,highpolishedappearance.干净无泥土、垃圾、灰烬和烟头，无破裂，外观明亮CLOCK/RADIOS闹钟收音机Inproperworkingorder,notbroken.Clean-freeofdust。Clockworks,settocorrecttimeandalarmisoff工作正常，无坏掉，无灰尘，时间正确，闹钟关闭。LIGHTSWITCHES电灯开关Clean-freeoffingerprintsandsoil.Screwsareintact.干净无手印和油污，旋钮正常。CLIMATECONTROLBOX空调箱Clean-nodirtordustontoporsidesofcontrolunit.Inproperworkingorder.顶部或控制部分干净无灰尘或污垢，工作正常。ICEBUCKETS冰桶Clean-nodirt,soilorwaterinside.Notears/ripsonlidoricebucket.Trayisclean.外无污垢、油渍或水，冰桶或盖子无破损，托盘干净。LUGGAGERACKS行李架Clean-freeofdust.Sturdy,strapssecure,nohangingtringorthreads.无灰尘，皮带安全，结实安全，无悬吊的线绳。ROOMSUPPLIES房间补品Properlyplacedinroom.放置正确的地方。SINK/COUNTERS水槽及台面Clean-freeofdust,soilsoapscumandnobodyhair.干净无灰尘、皂垢、肥皂泡和体毛。BATHTUB浴缸Cleanfreeofhair,bodyoils,nosoapscumbuild-up.GroutClean,nobacteriabetweengrout.Grabbarisspotless.Tileiscleanandgleaming.Tileroutingiscleanandwhite.干净无头发、身体油脂、，无皂垢，无细菌，瓷砖干净靓丽，接缝处无干净。FIXTURES固定设施Clean-nosoapscum,hair,oilordirt.Chromeisshinyandsparkling干净无皂垢、头发、油渍或污垢，镀珞外表金属光亮。STANDARDOPERATINGPROCEDURESSubject :STANDARDSOFCLEANLINESS Pages : 4of4 主题:清洁标准 页码PolicyNo编号 :HSKP-001 TOILETBOWL抽水马桶Clean-nobodywastevisible.Freeofurinespots,dirt,soil.Allpartsclean,nohair.Nohard-waterringsorbuild-upinsidebowl.Nosoilinbetweentoiletlidandseat(atjunction).Inproperworkingorder.Basinisclean,toiletseatandlidisdown,toiletingoodworking.干净无明显的排泄物。无尿渍及污垢、所有部分都干净，无头发。无长流水，盖子和座位无污渍马桶正常工作，便池干净，马桶座与盖营放下。GRABBAR把手Clean-smudgefreeandpolisheddry.干净有光泽。FAUCETS水龙头Cleanandshiny.Noresidualorbuild-up.Fixturesintact,Easytoturnwateronandoff.干净有光泽，无残余物，使用开关水正常。HEATLAMP浴霸灯Clean-freeofspots.Inproperworkingorder.干净并正常工作。STAINLESSSTEELCOVERPLATE不锈钢Spotlessandsmudge-free.无污物亮洁BOTTLEOPENER开瓶器Spotlessandsmudge-free.无污物TOWELRACKS毛巾架Securedtowall,notlooseorfalling.Cleanandshiny.安全不会掉落,干净有光泽.AMENITIES低耗品Neatandinproperplace.Correctnumberpresentofeachitem.Boxesandbottlesclean.必须整洁的放在指定的地方，每种物品数量准确,包装干净.GLASSES杯子Clean-freeofwatermarksandtoppedwithglasscaps.杯子所有部分没有水迹.AMENITYTRAY低耗品拖盘Cleanandspotless.干净无污点HALLWAYCARPET过道地毯Spotless-freeofdebrisandlint.无污点，碎片，毛尘。HALLWAYVINYL过道Clean-freeofscuffmarksorblackmarks.干净无破损，污渍。STANDARDOPERATINGPROCEDURESSubject主题:失物招领EffectiveDate有效日期:SEP.1,2004PolicyNo编号:HSKP-002Issuedby发出者:RDMPage页码：:1of4Approvedby接收人:HOTELManager酒店经理Distribution描述:AllAssociates全体员工Objective:项目Shouldanyitembereportedlostwithintheconfinesofthehotel,allinquiresaretobedirectedtotheHousekeepingDepartmentwhichisresponsiblefortherecordingandstorageofallunclaimeditems.Wherelost,whenandtime丢失地点和时间STANDARDOPERATINGPROCEDURESSubject : Pages : 2of4 主题：失物招领页码：PolicyNo :HSKP-002序号 Item(s)descriptionWhereFound地点Datefound时间6、Beveragesincustodyshouldberetainedashorttimeifnotclaimeddisposedofasfollows:饮料如果没人认领,保管应保持在很短的时间内:Openedbottlesshouldbepouredoutafter48hours.已经开瓶的酒水要在48小时倒掉。·UnopenedbottlesofliquorshouldgotoF&BbutkeptinExecutiveHousekeeper’sofficefor48hours.未开瓶的酒水应在48小时内送到餐饮部除非保存在客房行政办公室。STANDARDOPERATINGPROCEDURESSubject : Pages : 2of4 主题：失物招领页码PolicyNo :HSKP-002序号 STANDARDOPERATINGPROCEDURESSubject : Pages : 4of4项目：失物招领PolicyNo :HSKP-002 编号Whennoownerisfound,theEmployeewhofoundtheitemmayclaimtheitemifdesired.当没有找到物主，拾物员工可以认领得到。Employeeafterthefivedaytimeperiodwillnotbeaccepted.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。Priortotheitembeingtakenoffthehotel,itmustbeinspectedbytheExecutiveHousekeeperwhoattachesaPropertyPassandaLostandFoundForm(security)totheitem.TheEmployeemustthenproceedviawherethepaperworkwillbecheckedandifcorrect,theEmployeewillbeallowedtotaketheitem(s)fromthehotel.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:Sep.1,2004PolicyNo编号:HSKP-003Issuedby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2.Ifdoublelockpinisshown,itindicatesthedoorisboltedandtheguestisinside.Donotknock.如果是双重锁，表示客人在房间，不要敲门Attheentrydoor进房程序3.Standinfrontofthepeephole.站在窥视镜前Knockwithyourknuckles,andannounceyourselfandDepartmentname.用指关节敲门并报名字和部门Listenforareply-alwaysgivetheguestadequatetimetorespond.给客人足够的时间回答4.Ifnoreply,insertkeyandslightlyopenthedoor.Ifyoufindtheroomisoccupied,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Iftheguestisintheroomwhenyouareentering.DONOTjustignoretheguestandstartcleaningDONOTjustclosethedoor,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:Sep.1,2004PolicyNo编号:HSKP-004Issuedby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ItisthepolicyofHotelonalloccasionstoprovideroomattendantservicesonallguestsroomfloors.Thisservicewillbeoverandaboveournormalhighstandardofservicetoguestrooms.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1.Theroomattendantserviceisavailablesevendaysperweekandtwenty-fourhoursaday.客房服务员一周24小时都被提供。2.TheroomattendantwillbeonpagersandrespondtoHousekeepingDepartment.客房服务员配有呼机，收到及时回答。3.Theroomattendantwillberesponsibleforservicingfourteenroomsaday.服务员每天负责14间房间4.Theroomattendantwillberesponsibleforthefollowingdutiesbutnotlimitedtotheseasanyreasonableguestshouldbegrantedmake-upandservicingofguestrooms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turn-downservice开夜床服务icedeliveryservice打冰服务roomservicetraypick-upandanyothertaskdesignatedbytheRoomAttendant’ssupervisors.送餐盘的收回和主管分配的其他工作。AnyandallguestcontactemployeesincludingRoomAttendantsaretobeawareofone-stopshopping.Ifacustomermakesarequestthatanemployeeisnotcomfortablewith,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,conciergewillmakethearrangementsandsendsomeoneouttotakecareoftheguest’srequest.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Sep.1,2004PolicyNo编号HSKP-005Issuedby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：Toachieveguestsatisfaction.满足客人的要求。PolicyStatement:目标方针：ItisthepolicyofHoteltoprovide24hourscomplimentaryshoeshineservicetoourHotelguests.Allitemsshouldbeshinedandreturnassoonaspossible.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。2.Roomattendantwillcollecttheitemandmarkdowntheroomnumberonapieceofpaperandplaceditinsidetheshoeshinebasket.Bringittothefloorpantryforservice.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。3.Pre-cleanallshoeswithbrush/cloth,thenidentifythecolorcarefully.先将鞋子用布或刷子擦，然后小心地鉴别鞋的颜色。4.Applycreamonshoesaccordinglyandshinethemwithshoemitt.带上手套把护理油涂在鞋上并擦亮。5.Placeallpolishedshoesintheshoeshinebasketandreturntotheguestrooms.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Sep.1,2004PolicyNo编号HSKP-006Issuedby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：ItisthepolicyoftheExecutiveHousekeepertoprovideitems(seebelow)toaccommodatespecialguestrequests.HousekeepingDepartmentalsoensuretheseitemsarewell-maintainedandneverplacethecontrolontheguest.客房部经理制定的能有效地为客人服务的政策，Procedure:程序：Receiveacallforaguestrequestitem.LogintheGuestRequestLoanItemLogBookundertheoutcolumn.接到客人的要求，在借用物品专栏记录下来。Informthesupervisor/roomattendantofrespectivefloorfordelivery.LogintheLogBookbeforesendingitemtotheguestLogintheGuestRequestLoanItemLogBookunderthereturncolumnaftertheitemwasreturnedtoHousekeeping.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,OfficeClerkshouldinformtheGuestServiceManagerforfurtheraction.Alwayscheckandmakesuretheitemisavailablebeforemakinganypromisetotheguest.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Sep.1,2004PolicyNo编号HSKP-007Issuedby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ReceiveBabySitterrequestfromguests.接到客人托婴需求。2.ContactthefirstavailableBabySitteronfile.TheBabySittermusthavesecurityclearanceandemployeeapplicationonfile.联系托婴人员，保证托婴安全，并作好记录。ObtainaMiscellaneousVoucher.获得各种收据。EnteralldetailsontotheBabySitterlogbook.记录婴儿的详细情况。5.LetFrontOfficeCashierSupervisorsigntheBabySitterlogbookwhenreceivingtheMiscellaneousVoucher.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。6.OfficeClerkshouldhandoverresponsibilitytothefollowingshiftOfficeClerkwhenthebabysittingtimeoverlaptwoshifts.AdvisetheOvernightSeniorAttendant,shouldthebabysittingtimeafter11:30PM.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11：30以后。7.BabySitters’recordsmustbereviewedperiodicallyforaccuracy.Ifababysitteronfileisnotavailable,anin-housefemaleattendantcanbecalledonforservice.Compensationwillbeworkedoutwiththesupervisor.如果内部的女服务员被叫托婴服务，BabySitter托婴服务ArriveHotel15minutesbeforetheappointment.在指定前15分钟到达。ReporttotheHousekeepingOffice.报告客房部办公室。3.ReceiveaMiscellaneousVoucherfromtheOfficeClerkonduty.接受工作人员值日证明。4、AsktheguesttofilloutandsigntheVoucheraftertheservice.告诉客人填写托婴服务单。STANDARDOPERATINGPROCEDURESSubject :BABYSITTING Pages : 2of2项目托婴服务页码 PolicyNo :HSKP-007编号 5.BringtheVouchertotheHousekeepingOfficeandreturnittotheOfficeClerk.带回客房部办公室传交工作人员。CriteriaForBabySitter托婴服务标准Mustbefemaleofabout25to45yearsofage.必须是25－45岁的女性。Abletoworkatvarioushoursofthedayand7daysoftheweek.每周7天任何时间可以工作。Workonanon-callbasis.工作随叫随到。Englishspeakingisanadvantage.会英语者优先考虑。5.Mustbefamiliarwithbabysitter’srulesandregulations.必须遵守托婴规则。DosandDon’sDodressneatlywhileperformingservice.Nobluejeans.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、Don’stakethechildunderyoursupervisionoutofHotelareaunlessaccompaniedbytheguest.Iftheguestinsistsondoingso,calltheHousekeepingOfficeatonce.Don’shesitatetocallforhelp.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Sep.1,2004PolicyNo编号HSKP-008Issuedby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：ItisthepolicyofHotelthatguestbelongingsarehandledwiththeutmostcareandareneverrearrangedguest.Belongingsareonlyliftedtocleansurfacesandunderneath.Alwaysputbackasoriginallyfound.Guestclothingtobefoldedorhunginclosetiffoundlyingonfloor,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,inordertoproperlycleantheroom;putbackasoriginalfound,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Sep.1,2004PolicyNo编号HSKP-009Issuedby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,theirPagerNumberandthefloorstheyareresponsiblefor.WhenReceptionrequiresaRushRoom,RoomRequestsetc.theywillnotifyFrontDeskandinturnwillpagetheappropriateSupervisor,requesttheparticularroomandinquireapproximatelywhattimetheroomwillbereturnedVR(VacantReady).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,theSupervisorwillensurethefollowupismadedirectlywithyou(trytoavoidpassingontoothers,oftenmessagesarenotrelayed).Thiswillminimizetimeandyouwillberesponsiblefortheroom.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。FrontDeskwillcompleteCheck-inProcess.前台将完成登记程序STANDARDOPERATINGPROCEDURESSubject项目SHIFTBRIEFING班会EffectiveDate有效日期Sep.1,2004PolicyNo编号HSKP-010Issuedby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1.AllEmployeesaretobepresentedontheirworkareaatleast10minutesbeforetheactualshiftworkingtimeinHoteluniformprovided.所有员工都提前10分钟穿上统一服装进行换班工作。TheAssistantHousekeeperorSupervisorwilldiscussallrelevantinformationfortheshiftahead: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3.TheExecutiveHousekeeperwillchairtheshiftbriefingintheabsenceoftheAssistantHousekeeper.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:Sep.1,2004PolicyNo编号HSKP-011Issuedby发出者:RDMPage页码1of1Approvedby批准人：HotelManager酒店经理Distribution抄送Executive