【正文】 道的檢查97 Prepare daily work allocation 準(zhǔn)備日常工作分配98 Lobby inspection 大堂的檢查99 Inspection of lifts 檢查電梯100 Inspection of restroom 檢查洗手間101 Inspection of outlets 檢查各餐飲場所102 Inspection of back stairs 檢查后樓梯103 Inspection of pantry/store room 檢查工作間及儲(chǔ)藏室UNIFORM DEPARTMENT 制服室 104 Guest Laundry Check檢查客衣106. How to handle discrepancy如何處理差異107. Damage Laundry Confirmation確認(rèn)破損108. Guest Laundry Deposit Service客衣存放服務(wù)109. How to handle guest laundry express and pressing service.如何處理加快服務(wù)及熨燙服務(wù)110. Guest laundry delivering返還客衣111. Room Guest Laundry Service112. Guest plaining handling處理客人投訴 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject:GROOMING AND APPEARANCE主題：儀表儀容Ref: 參考號(hào)：RMS HSKPSOP001Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Maintain a clean, tidy and fresh appearance during your work.在你的工作中保持干凈，整齊，清新的外貌PROCEDURES 流程Keep clean and be optimistic during work time. 在工作時(shí)間保持干凈及樂觀的態(tài)度Make selfcheck and grooming check at any time. 隨時(shí)進(jìn)行儀表儀容的自我檢查Wear tidy uniform with all buttons buttoned up. Pay attention not to roll up cuffs or sleeves. 穿系好紐扣的整齊的制服，不能挽起衣袖Change the uniform in time if it is stained, crumpled, dirty or smelly. 及時(shí)更換有污漬，褶皺，臟的，有異味的制服Wear your name tag correctly with your uniform, the name tag is part of your uniform. 將名牌別在制服正確的位置，名牌也是制服的一部分Pay attention that uniform has no damages. 留意制服不要有破損Wear shoes and socks as issued: 穿規(guī)定的鞋襪Black shoes and black socks for male. 男士穿黑鞋黑襪Black shoes and neutral color stockings for female. 女士穿黑鞋肉色長襪Check your shoes: shoes should be clean, polish and in good condition. 檢查你的鞋：是否干凈，光亮，并處于完好狀態(tài)Check your socks and stockings: they should be clean, odor free and no holes. 檢查你的襪子：是否干凈，無異味和破洞Check your uniform: it should be clean, well pressed and have no tears or damage, No missing buttons. 檢查你的制服：是否干凈，熨燙整齊，無破損或紐扣丟失Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: CHECK UNIFORM AND HOW TO GROOMING STANDARDSGROOMINGANDAPPEARANCE主題：制服檢查及儀表儀容標(biāo)準(zhǔn)Ref: 參考號(hào)：RMS HSKPSOP002Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Ensure that our staff always maintains a good appearance during work Make sure standards are followed at all times.確保我們的員工在任何工作時(shí)間內(nèi)保持良好的儀表儀容PROCEDURES 流程Supervisor have to check their associate’s uniform and grooming in the briefing and conduct spot checks any time during the day during work主管在例會(huì)時(shí)需檢查他們員工的制服和儀表儀容，并在工作時(shí)間隨時(shí)抽查Standards標(biāo)準(zhǔn)The uniform pressed without stains, tears and odor制服熨燙整齊，無污漬，破損，異味Button up all buttons系上所有紐扣Don’t roll up sleeves, to change if the uniform does not fit不要卷起袖口，如果不合適就去更換Wear name tag correctly.正確的佩戴名牌Black shoes and socks for male black shoes and body color socks for female. Ensure that shoes and socks are without tears or damage To check grooming and appearances.男士穿著黑色鞋襪，女士穿著黑色鞋子，肉色絲襪。并檢查確保無破損Hair to be bed and brushed For male, the hair should not cover eye brow and the back should not touch collar or be over the ears. 男士頭發(fā)須梳理整齊，前不得過眉，后不得過衣領(lǐng)，鬢角不得蓋過耳朵Make sure arrival at Office is 15mins in advance.提前15分鐘到辦公室For female, long hair should be coiled up at the back wit hairnet, short hair should not cover the shoulders, and all hair pins are to be black in color.女士長發(fā)要用發(fā)網(wǎng)盤起，短發(fā)不過肩，發(fā)卡只限于黑色Nails should be closely trimmed, nail polish is allowed but in natural color only指甲油只限于透明色，并保持光亮和平整Large or hanging earrings are not allowed, bracelet chain is also not allowed. 夸張和懸掛式的耳環(huán)是不允許的，手鐲也是不被允許的No rings except engagement or marriage ring不可戴戒指，訂婚或結(jié)婚戒指除外Remind associates to check for bad breath.保持口腔無異味Supervisor will also be responsible to spot check PA Cleaner’s uniform, appearance and to correct it at any time during working time主管要在工作時(shí)間隨時(shí)抽查PA員工的制服，儀表Pay particular attention to check if their uniform is worn correctly, such as if any buttons is opened, if the sleeves are rolled up etc檢查制服時(shí)要注意細(xì)節(jié)，例如紐扣沒系好，袖子卷起來等Keep reminding PA Cleaners to pay attention to their appearances.提醒PA員工注意他們的外表 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: BODY LANGUAGE AND ATTITUDE 主題：肢體語言及態(tài)度Ref: 參考號(hào)：RMS HSKPSOP003Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Good and polite manner shows respect to our guests. 良好及禮貌的舉止顯示我們對客人的尊重PROCEDURES 流程 Maintain good manners at any place and at any time when at work, pay attention to your cleanliness. Wear your name tag at all times.工作期間在任何時(shí)間，地點(diǎn)保持良好的禮貌，注意個(gè)人清潔，佩戴名牌Do not put your hand into your Pockets. 手不要插在兜里Do not lean against the wall at any time. 任何時(shí)間不要倚靠著墻站著Do not smoke, pick teeth, spit or clean your nails in public. 在公共場所不許抽煙，剔牙，吐談或剪指甲Walk quickly but not run. 走路要快，但不要跑When walking shoulder to shoulder with guests, let guest go first. 當(dāng)與客人并排時(shí)，請客人先走When talking with guest, be polite and smile.當(dāng)與客人談話時(shí)要有禮貌并保持微笑Maintain a respectful distance with guest when speaking. 與客人談話要保持一定的距離Stand straight, never cross your arms. 要站直，雙臂不能交叉在胸前Maintain eye contact with guest. 保持與客人的眼神接觸Listen earnestly to guest and do not disturb when guest is talking.當(dāng)客人說話時(shí)要認(rèn)真聽，不要隨便打斷。Do not bring bad mood to work. Politely provide your best service. 不要帶著情緒工作，要優(yōu)雅的提供你最好的服務(wù) Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: HOW TO CONDUCT BRIEFING 主題：怎樣主持例會(huì)Ref: 參考號(hào)：RMS