【正文】 目 錄CATALOGUE第一章 管家部組織結(jié)構(gòu)圖 1ORGANIZATION CHART第二章 管家部崗位職責(zé) 125POSITION RESPONSIBILITY OF DEPT 管家部經(jīng)理 Dept. Manager 2 樓層經(jīng)理 Head Floor Supervisor 3 樓層督導(dǎo) Floor Captain 5 樓層服務(wù)員 Room Attendant 7 樓層清掃員 Room Cleaner 9 公共區(qū)域經(jīng)理 Public Area Supervisor 11 公共區(qū)域督導(dǎo) Public Area Captain 12 公共區(qū)域服務(wù)員 Public Area Attendant 13 花房管理員 Florist 14 公共區(qū)域清潔工 Public Area Cleaner 15 洗滌部經(jīng)理 Laundry Manager 16 洗滌部督導(dǎo) Laundry Captain 17 干洗工 Dry Cleaner 18 大濕洗工 WasherLarge Items 20 小濕洗工 WasherSmall Items 21 平燙工 Flat Work Ironer 22 布草折疊工 Linen Folding Attendant 23 布草收發(fā)員 Linen Delivery Maid 24 制服收發(fā)員 Uniform Delivery Maid 25第三章 管家部各崗位操作程序 27136 OPERATION PROCEDURE 樓層經(jīng)理 Head Floor Supervisor 27 處理客人投訴 Handling Guest’s Complains 27 樓層督導(dǎo) Floor Captain 2831 檢查客房 Checking Guest Rooms 28 收取小酒吧帳單 Collecting Minibar Bill 30 飲料管理 Controlling wine amp。 Beverage 31 樓層服務(wù)員 Room Attendant 3253 樓層鑰匙領(lǐng)用和保管 Picking upamp。 Keeping Room Key 32 開酒水帳單 Filling in Wine amp。 Beverage Bill 33 杯具洗滌、消毒 Washingup amp。 Disinfecting Glassware 34 客用品領(lǐng)用、存放 Application of amp。Keeping Items 35 客人要求開門 Handling Request for Opening the Door 36 引領(lǐng)客人進(jìn)房 Greeting the Guests 37 報(bào)交遺留物品 Delivering Properties Left Behind by Guest 38 客人離店結(jié)帳 Guest Checkout 39 查走客房（遺留物品） Checkup C/O Room 40 做夜床 Providing Turndown Service 41 開房門 Opening the Door 43 加床 Handling Request for Extra Bed 44 鋪床 Making the Bed 45 上毛巾、茶水 Offering Towel / Tea Service 46 客房二次打掃 Recleaning the Room 47 重點(diǎn)賓客進(jìn)房 Receiving VIP 48 擦皮鞋 Providing Free Shoe Shining Service 49 翻轉(zhuǎn)床墊 Turning the Mattress 50 洗滌浴簾 Washing Shower Curtain 51 吸塵器使用和保養(yǎng) Using amp。 Maintaining Vacuum Cleaner 52 處理意外損壞賓客物品 Dealing with Damaging Guests ’Articles 53 客房清掃員 Room Cleaner 5459 整理工作車 Cleaning up Maid’s Cart 54 打掃住客房 Making up Occupied Room 55 清掃衛(wèi)生間 Making up Washing Room 57 工作車擺放 Maid’s Cart Setting 58 空房清掃 Making up Vacant Room 59 客房中心服務(wù)員 Housekeeping Center Attendant 6064 核對(duì)未進(jìn)店客房報(bào)告 Checking Noshow Room Report 60 核對(duì)查房報(bào)告 Checking Room Report 61 客用品的借用、登記和保管Item’s Loan /Registration / Keeping 62 接打內(nèi)部電話 Receiving amp。 Making Inside Call 63 處理前臺(tái)報(bào)表 Dealing with Dept. Reports 64附錄：客房中心常備客用品清單 64Appendix: List of Items Prepared in Housekeeping Center PA服務(wù)員 PA Attendant 6581 石材日常保養(yǎng) Marble Daily Maintenance 65 大理石地面打蠟 Polishing Marble with Wax 66 大理石地面起蠟 Wax Remove From Marble 67 石材墻壁上蠟 Polishing Wall with Wax 68 清洗地毯（干泡） Cleaning Carpet(Dryclear) 69 洗地毯（抽洗） Washing Carpet 70 沙發(fā)抽洗 Washing Sofa 72 清潔銅條 Cleaning Copper Strip 73 清潔客梯 Cleaning Elevator 74 清洗吸塵器 Cleaning Vacuum Cleaner 75 使用三合一抽洗機(jī) Using Wet Vacuum Carpet Extractor 76 使用洗地機(jī) Using Clean Marble Machine 77 使用吸水機(jī) Using Wet amp。 Dry Vacuum Cleaner 78 使用高速拋光機(jī) Using Ultra High Speed Machine 79 清潔玻璃 Polish the Windowpanes 80 花崗巖地面晶硬處理 Crystallize Marble 81 PA保潔工 PA Cleaner 8286 棉塵推藥劑處理 Spray Floor Dust Remover on the Mop 82 推塵（清潔大理石地面） Dust Removed From Floor 83 清潔各公共區(qū)域衛(wèi)生 Cleaning the Public Areas 84 洗手間日常清潔保養(yǎng) Cleaning Washing Room 85 客人醉酒嘔吐處理 Dealing with Drunk Guests 86 Uniform Delivery Maid 8797 新制服申領(lǐng)、發(fā)放 Appling for amp。 Giving Out Uniform 87 制服收發(fā) Counting amp。 Sending Uniform 88 交接制服 Taking over Uniform 89 清點(diǎn)臟制服 Counting Dirty Uniform 90 核對(duì)接收已清洗制服 Checking Uniform Cleaned 91 處理舊制服報(bào)損 Steps to Handle Uniform Scraped 92 制服盤點(diǎn) Inventorying Uniform 93 入店、離店人員領(lǐng)退制服 Appling for amp。 Returning Uniform for Staff 94 制服收發(fā)員收尾 Finishing Work for Uniform Delivery Maid 95 縫補(bǔ)制服 Steps to Sewing Uniform 96 縫紉機(jī)保養(yǎng) Maintaining Sewing Machine 97 布草收發(fā)員 Linen Delivery Maid 98102 交接布草 Taking Over linen 98 布草領(lǐng)用 Application of Linen 99 交接餐飲、康樂織品 Taking over Famp。B and Hamp。R Dept Linen 100 發(fā)送客房布草 Sending Out Linen of Dept 101 布草盤點(diǎn) Inventorying Linen 102 Florist 103105 綠色植物保養(yǎng) Preserving Green Plants 103 保養(yǎng)公共區(qū)域插花 Preserving Flowers in Public Area 104 送花 Sending Flowers 105 Guest Clothes Delivery Maid 106114 收包 Collecting Clothes 106 點(diǎn)數(shù) Counting Clothes 107 打碼 Marking on Clothes 108 疊衣 Folding Clothes 109 裝包 Packing Clothes 110 送衣 Sending Clothes 111 處理遺留物品 Dealing with Properties Left by Guests 112 加快洗衣 Express Valet Service 113 貴賓洗衣 VIP Valet Service 114 Washerlarge Items 115117 客房、飲食布草洗滌 Laundering Linen Famp。B amp。 Dept . 115 使用大濕洗機(jī) Using Washedlarge Items Machine 116 使用烘干機(jī) Using Dry Machine 117 Washersmall Items 118123 開機(jī)準(zhǔn)備 Preparation of Turning on Machine 118 客衣檢查、分類 Checking amp。 Classifying Clothes 119 客衣去跡 Remove Stain From Clothes 120 客衣洗滌 Laundering Guests’ Clothes 122 使用小濕洗機(jī) Using WashedSmall Items Machine 123 Flat Work Ironer Turning on 124127 開機(jī)準(zhǔn)備 Preparation of Turning on Machine 124 熨燙口布、枕套 Ironing Napkin amp。 Pillowcase 125 熨燙布草（床單、臺(tái)布） Ironing Linen 126 使用大燙機(jī) Using Flat Ironin