【文章內(nèi)容簡介】 ive Date : Policy No : HSKP003 Issued by : 7 Page : 1 of 1 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates Objective: 目標 To achieve guest satisfaction. 使客人滿意。 Policy Statement: 政策 It is the policy of Hotel to provide 24 hours plimentary shoeshine service to our Hotel guests. All items should be shined and return as soon as possible. 為客人 24 小時提供免費擦鞋服務。所有鞋應擦好后盡快交還客人。 Procedure: 程序 1. Guests placed shoes in the available shoeshine basket for service. 客人將鞋放入擦鞋籃要求服務。 2. Room attendant will collect the item and mark down the room number on a piece of paper and placed it inside the shoe shine basket. Bring it to the floor pantry for service. 客房服務員收集后記下房號在一張紙片上放入擦鞋籃。將其帶入樓層備品間處理 3． Reclean all shoes with brush/cloth, then identify the color carefully. 用鞋刷 /布初步清潔，然后仔細分清顏色。 2. Apply cream on shoes accordingly and shine them with shoe mitt. 使用鞋油并用擦鞋手套將其擦亮。 5. Place all polished shoes in the shoeshine basket and return to the guest rooms. 將擦好的鞋放入擦鞋籃并將之交還回客房。 STANDARD OPERATING PROCEDURES Subject : GUEST REQUEST ITEMS 客人要求項目 Effective Date : Policy No : HSKP004 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B 8 : All Associates Objective 目標 To establish a tracking record for guest special request items. 建立客人要求項目的跟蹤記錄。 Policy Statement 政策 It is the policy of the Executive Housekeeper to provide items (see below) to acmodate special guest requests. Housekeeping Department also ensure these items are wellmaintained and never place the control on the guest. 為行政管家建立 制度以提供滿足客人特殊要求的項目（見下）?？头坎恳部纱_保這些項目能夠被很好地維護，并使之不被客人控制。 Procedure 程序 1. Receive a call for a guest request item. Log in the Guest Request Loan Item Log Book under the out column. 收到客人要求項目。將其登記到客人要求租用項目登記簿中的借出欄。 2. Inform the supervisor/room attendant of respective floor for delivery. Log in the Log Book before sending item to the guest. 通知各樓層主管 /客房服務員遞送。在將物品交給客人之前登記。 3. Log in the Guest Request Loan Item Log Book under the return column after the item was returned to Housekeeping. 在物品交還客房部后將其登記到客人要求租用項目登記簿中收回欄。 Guest Request Items include the followings: 客人要求的物品包括以下項目： 1. Adapter 多頭電源插座 2. Extra Duvet 多的被子 3. Extra Pillows 多的枕頭 4. Flower Vase 花瓶 5. Garment Rack 衣架 6. Heater 取暖器 7. Rollaway Bed 帶腳輪床 8. Baby Crib 嬰兒床 9. Transformer 變壓器 Special Note 特別注意 For items not able to offer, Office Clerk should inform the Guest Service Manager for further action. Always check and make sure the item is available before making any promise to the guest. 如客人要求的物品我們不能提供，辦公室員工應通知賓客服務經(jīng)理進行進一步的工作。在答應向客人提供某種物品之前，一定要檢查并確保我們能提供這種物品。 STANDARD OPERATING PROCEDURES Subject : ROOM WAIT REQUESTS 房間等候要求 Effective Date : 4. 2022 Policy No : HSKP005 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates Objective: 9 目標 To ensure munication line are open between Front Desk and Housekeeping in order to minimize guest waiting time, especially during tight turn. 確保前臺與客房部的聯(lián)系線路暢通，以使客人等候時間最小化，特別在高峰時間。 Policy Statement: 政策 It is the policy of Hotel to effectively municate Room Requests, Special Requests, Room Waits and Rush Rooms between Front Desk and Housekeeping. 使前臺與客房部對客人房間要求，特殊要求，房間等候及高峰房等的聯(lián)系保持高效率。 Procedure: 程序 1. Housekeeping will advise Guest Services person/Front Desk person 0830 hours of Floor Supervisors, their Pager Number and the floors they are responsible for. 客房部通知賓客服務人員 /前臺人員樓層主管的傳呼號碼及他們負責的樓層。 2. When Reception requires a Rush Room, Room Requests etc. they will notify Front Desk and in turn will page the appropriate Supervisor, request the particular room and inquire approximately what time the room will be returned VR(Vacant Ready). 當接待員要求高峰房，房間要求等時，應通知前臺并傳呼當值主管，要求指定房間并詢問大概的房間能準備好的時間。 3. By stating your name, the Supervisor will ensure the follow up is made directly with you (try to avoid passing onto others, often messages are not relayed). This will minimize time and you will be responsible for the room. 在指定你的名字之前，主管員工應確保后續(xù)工作由你進行（盡量避免將工作轉(zhuǎn)交，通常信息不再重復）。這將節(jié)約時間，你將負責該房間。 4. The Supervisor in turn, will follow through with the request and promptly advise Front Desk what estimated time to have room vacant ready and /or any pertinent details. 當值主管將跟進該工作要求并及時通知前臺，由其估計房間準備好的時間及任何相關(guān)細節(jié)。 5. The Supervisor will advise the Housekeeping Clerk and Front Desk when the room is VR. 房間準備好后主管通知客房部辦公室員工 及前臺。 6. Front Desk will plete Checkin Process. 前臺完成入住手續(xù)。 STANDARD OPERATING PROCEDURES Subject : WORK ORDERS 維修通知單 Effective Date : Policy No : HSKP006 Issued by : Page : 1 of 2 Approved by :General Manager Distribution : Executive Committee Department Head Aamp。B : All Associates 10 Objective: 目標 To ensure maintenance requests are handled are promised, based on the urgency of the matter. 根據(jù)緊急程度 ,確保維護要求被承諾執(zhí)行 。 Policy Statement: 政策 It is the policy of Hotel to have established procedures on how our guestrooms are maintained. 建立酒店客房維護的程序 。 Procedure: 程序 The Housekeeping Department is responsible for reporting guest room maintenance problems to the Engineering Department. This will be acplished by: 客 房部負責向工程部報告客房需維護的問題事項 .必須按如下程序辦理 : 1. The Floor Supervisor or Floor Attendant and Office Clerk report the problem. 樓層主管或樓層服務員與辦公室員工負責報告問題 。 2. The Office Clerk will maintain a log of the maintenance problems and immediately call the Engineering Department.(For other problems,