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酒店客房部標(biāo)準(zhǔn)程序(更新版)

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【正文】 , the Administrative Associate of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, guest’s name, the article’s name and the finder for all items.為了處理詢問和方便定位,客房部管理人員有責(zé)任制定失物招領(lǐng)登記簿,內(nèi)容包括:日期,地點,客人姓名,物品名稱,和發(fā)現(xiàn)人All details must be recorded down right away after she/he receives call from Guest Assistant Manager of reporting當(dāng)他/她收到來自值班經(jīng)理的電話時要匯報所有的被記錄下來的細節(jié)Register all the information in the Lost and Found form and attached it to the bag. Pay attention to attach it securely to avoid losing it. 登記所有的訊息在失物招領(lǐng)單上,并附在裝物品的袋子上,要注意的是系牢固不要丟失。站直不要懶懶散散的Greet the guests with smile and in a clear voice 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: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.工作期間在任何時間,地點保持良好的禮貌,注意個人清潔,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,請客人先走When talking with guest, be polite and smile.當(dāng)與客人談話時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)客人說話時要認真聽,不要隨便打斷。GUEST FLOOR 客房辦公室及客房服務(wù)9 Lost and Found Procedure 失物招領(lǐng)程序10. Monthly Linen Inventory 月度布草盤點11. Master Key Sign Out Procedure 萬能鑰匙簽領(lǐng)程序12. Sign in Procedure 簽到程序13. Sign out Procedure 簽退程序14. Guest Room Amenities amp。 Procedures Manual客房部 制度和流程指南Subject: COMMUNICATE WITH HOUSEKEEPING DEPARTMENT主題: 與客房部溝通Ref: 參考號:RMS HSKPSOP005Prepare 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 munication with guest and colleague so as to show our sincerity and respect to him/her.確保訊息傳達給客人和同事,并表示出我們的真摯和尊敬PROCEDURES 流程Housekeeping Office takes important role in municating with guests or among departments. If it does not work well, it will affect service quality, work efficiency and hotel reputation.客房部辦公室在與客人及部門的溝通中扮演極為重要的角色。 Procedures Manual客房部 制度和流程指南Subject: Occupational Health and Safety 主題:職業(yè)健康衛(wèi)生及安全Ref: 參考號:RMS HSKPSOP008Prepare 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Take care your health and safety first健康安全第一PROCEDURES 流程Read and understand the instruction of all kinds chemical 閱讀和理解所有類型的藥劑Be sure you understand and how to use product 確保你明白和如何使用Always try little area to see the effect 永遠先試一點的區(qū)域看看效果Incase drop into you eyes, have to wash immediately or see doctor 萬一不慎入眼,立即清水沖洗并看醫(yī)生Do not bare hand to use strong chemical. . “Rust Go” ( a kind of strong chemical to remove the yellow mark).. 不要裸手使用比較厲害的藥劑,如“Rust Go”(一種強去漬劑,去除黃斑的) Housekeeping – Policies amp。If guests stay in the hotel, you can inform the Front Office Administrative Associate to send the Lost and Found to the guests’ room, and the standard procedure is required.如果客人仍在店,你可通知前廳管理人員將物品送交客人房間,這個標(biāo)準(zhǔn)程序是必須的If someone else claims the Lost and Found for the guest, than a letter / fax or written request from the owner is required, including a copy of the guest’s identity card and passport.當(dāng)有人要替領(lǐng)時,就要原物主的傳真,信,或書面委托書,包括原物主的身份證或護照的復(fù)印件If the guest calls to send the Lost and Found, you should inquire the correct address and phone number of the guest and inform the Assistant Executive Housekeeper.如果客人要求寄回失物,告知客人請客人發(fā)傳真要求酒店寄回物品,自付郵費及郵寄詳細地址,聯(lián)系電話及信用卡號并鉗子確認,然后通知助理行政管家To ensure the safety of guest belongings, Assistant Executive Housekeeper are directly responsible for all valuable Lost and Found items.為確??腿素敭a(chǎn)安全,服務(wù)總監(jiān)直接負責(zé)所有貴重物品Open food / drink/alcohol items are to be disposed. 處理開封的食品,酒水類物品Distribute all the unclaimed articles to the finder after three months.無人認領(lǐng)的物品在3個月后發(fā)還拾到者Distribute all the food a ood / drink/alcohol items to the finder after three days.未開封的食品類物品無人認領(lǐng)在3天后發(fā)還拾道者Administrative Associate of Housekeeping Department should keep the record on file. 客房部相關(guān)人員要保持記錄All associates will take gate pass with the Lost and Found item when removing it from the hotel. 發(fā)還的物品拿出酒店時要有保安部及客房部經(jīng)理簽字的出門條Congener hotel product will not be treated as L amp。 Procedures Manual客房部 制度和流程指南Subject: MASTER KEY SIGN OUT PROCEDURE主題:萬能鑰匙簽領(lǐng)程序Ref: 參考號:RMS HSKPSOP011Prepare 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 the safety of the keys and guest’s belongings to show our care and respect.確保鑰匙和客人財產(chǎn)安全,顯示我們的關(guān)注和重視PROCEDURES 流程Supervisor and Attendant take the floor master key when signing at work, Office coordinator is responsible for distribution. 主管和服務(wù)員在開始上班時領(lǐng)取鑰匙,文員負責(zé)鑰匙的發(fā)放Key must be handed out after signature has been verified by Office coordinator. 文員必須核實完相關(guān)人員簽字后,才能發(fā)放其鑰匙Office coordinator only handles one associate at one time. 文員只能給員工一個一個的發(fā)放鑰匙Mark correct record in the logbook including the floor no. date and signature. No one else can take the master key except after having signed out. 在登記本上正確記錄,包括樓層,日期時間,簽字,不簽字不能拿走鑰匙Place the key in the pocket of the trousers at work a
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