五星級酒店客房部標(biāo)準(zhǔn)工作程序sop(中英文)-資料下載頁
2025-07-14 17:27本頁面
【正文】 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主管要在工作時間隨時抽查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：RMS HSKPSOP003Prepare by: Director of Rooms Division 起草：房務(wù)總監(jiān)Date: 日期：20110828Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20110828OBJECTIVE 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(rèn)真聽，不要隨便打斷。Do
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