【正文】 Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.任何班次的員工要在當(dāng)天交遺留物，遺留物品不許在辦公室無(wú)人照看，應(yīng)存入失物招領(lǐng)庫(kù)房Pay attention to place items based on the order of the date. 注意排放物品要按照日期When guests claim the lost Items, the Administrative Associate should inquire about he time, the place, and the characteristics of the lost item. 當(dāng)客人要認(rèn)領(lǐng)失物時(shí)，相關(guān)負(fù)責(zé)人員要查問他時(shí)間，地點(diǎn)，及物品特征The identity card or passport should be presented by the guest while the claiming process is on At the end, the guest should be politely requested to sign for receipt of the Lost and Found item. See Lost amp。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 HSKPSOP004Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: Hotel Manager批準(zhǔn)：酒店經(jīng)理Date: 日期：20090728OBJECTIVE 目的Check and ensure that all required work can be covered in order to meet all standards andensure guest delight To create a good work 檢查并確保所有必需的工作符合標(biāo)準(zhǔn)，確保創(chuàng)造一個(gè)良好的工作環(huán)境PROCEDURES 流程Check your associates according to Signin sheet and schedule. 檢查你的員工是否按時(shí)簽到Greet your associates by saying “NinHao” 問候你的員工“您好”Check each of your associates appearance and grooming . 檢查你每個(gè)員工的儀表儀容Check name tags and correct any standards that are not met. 檢查名牌是否符合標(biāo)準(zhǔn)Take all the necessary reports and log books to conduct the morning briefing. 主持例會(huì)，報(bào)告必要的事項(xiàng)及交接本所記錄事宜Meet associates all together in housekeeping office. 在客房部辦公室跟員工一起會(huì)面Ensure that everyone has a pen to take notes. 確保每個(gè)人用筆記錄下相關(guān)事宜Discuss special tasks for the day. 討論當(dāng)天特別工作安排Discuss guest and VIP arrivals and special remarks. 討論預(yù)抵的客人及VIP，和特別的注釋Discuss any group arrivals. 交待所有預(yù)抵的團(tuán)隊(duì)事宜Discuss any guest’s special requests and projects. 交待任何客人特別的要求和計(jì)劃Review guest ments. 回顧客人意見Discuss any problems that arose. 討論任何可引發(fā)的問題Review any followup that needs to be done 回顧任何需要跟辦的事項(xiàng)Inform associates of any special events, banquet events, and general hotel events. 告知員工所有事件，宴會(huì)，及常規(guī)的酒店活動(dòng)Before ending the briefing check whether associates has any questions and that they know what to do. 在例會(huì)完畢之前，要問員工是否有問題，及他們是否知道該怎么做Check your associates for clear understanding of assignments. 檢查你的員工是否完全明白他們的工作分配Ask if any thing is unclear. 如果有任何不清楚就問Get feedback or suggestion from your associates. 你的員工要有反饋或建議Report any major concerns to the AM. 匯報(bào)主要的顧慮給副經(jīng)理Always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training. 為改進(jìn)工作，經(jīng)常在員工的日常工作區(qū)域進(jìn)行15分鐘以內(nèi)的簡(jiǎn)短培訓(xùn) Housekeeping – Policies amp。 Found claim form.客人認(rèn)領(lǐng)物品時(shí)要出示身份證或護(hù)照，并禮貌的請(qǐng)他簽收，見失物招領(lǐng)單。 Procedures Manual客房部 制度和流程指南Subject: SIGN OUT PROCEDURE主題：簽退程序Ref: 參考號(hào)：RMS HSKPSOP013Prepare 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：20090728
。 F item.跟酒店相同的物品不能被當(dāng)作失物招領(lǐng)處理 Housekeeping – Policies amp。如果不能運(yùn)作良好的話，將會(huì)直接影響服務(wù)質(zhì)量，工作效率及酒店聲譽(yù)。并檢查確保無(wú)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(zhǎng)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(wú)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。F sheet for acknowledgement, handover the item to Office. 上繳遺留物品時(shí)要寫清正確的房號(hào)或位置，并簽字確認(rèn)，在交接給辦公室Don’t leave any Lost and found item on the floor pantry or in other locations. All items must be turned in to the Housekeeping Office at your lunch time or whenever you go down to Office.不要有任何遺留在樓層工作間或其他地方，所有失物必須及時(shí)上交，你可以在吃飯的時(shí)候帶到辦公室或當(dāng)你有事去辦公室的時(shí)候帶下來。穿規(guī)定的鞋襪，名牌處于正確的位置Sign your name amp。B inventory should be checked every season. 客房布草盤點(diǎn)每月一次，餐飲布草盤點(diǎn)每季一次No dirty ones against clean ones exchange program will be conducted during the inventory period. 盤點(diǎn)期間不要進(jìn)行布草換領(lǐng)工作Linen room associates will visit each outlet during the respective outlet inventory taking period, each outlet is required to separate various type linen (dirty and clean ) aside and calculate the figure when the linen associates visits. During inventory taking, the Assistant Manager or Supervisor of each outlet must be on site during the whole process. 布草房員工將分別檢查每個(gè)餐廳場(chǎng)所，在檢查時(shí)間內(nèi)相關(guān)餐廳要將不同規(guī)格的布草（干凈和臟的）分門別類存放整齊，餐廳副理或主管要全程參與Associate is required to fill up with the inventory form against the physical linen figure and type in every guest room according to the items on the form. 員工要根據(jù)每間客房布草的種類，數(shù)量真實(shí)的填寫盤點(diǎn)表At the end of the duty, associate is required to count the actual figure of each kind of guest room linen inside the pantry. 下班前員工必須點(diǎn)數(shù)出工作間存放布草的真實(shí)數(shù)字和種類The Supervisor will collect all the responsible floors’ inventory form and submit to linen room in charge before off duty. 主管下班前收集好所有盤點(diǎn)