【正文】 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: SIGN IN PROCEDURE主題：簽到程序Ref: 參考號：RMS HSKPSOP012OBJECTIVE 目的Ensure correct attendance record in order to keep order and deliver key correctly.確保正確的員工出勤記錄，并正確的發(fā)放鑰匙PROCEDURES 流程Change into uniform 15 minutes earlier to ensure sufficient time to report to work.提早15分鐘更換制服，確保有足夠的時間去報到Check the cleanliness and condition of your uniform, no spots, damage or loose buttons. See ‘grooming amp。 personal hygiene’參照儀表儀容標(biāo)準(zhǔn)檢查你自己的制服，沒有污漬，破損，或紐扣丟失Men’s hair should not touch collar or your face No side burns. Women’s hair tied up neatly No heavy make up and nail polish. No long dangling earrings. Black color sock. Check whether name tag is worn properly.男員工發(fā)不過領(lǐng)，胡須剔干凈，女員工長發(fā)要盤起，不化濃妝，指甲光亮，不戴夸張耳飾。穿規(guī)定的鞋襪，名牌處于正確的位置Sign your name amp。 time on sign in sheet, radio (dect phone) and sign on key logbook amp。.get your section key.在簽到表上簽上名字和時間，簽領(lǐng)鑰匙和對講機(jī)機(jī)Pay attention not to speak too loudly.注意不要大聲喧嘩Take your work sheet and floor key.領(lǐng)取工作表和樓層鑰匙Use the service elevator. Don’t walk around the floor talking in a loud voice.乘坐員工電梯，不要在樓層附近發(fā)出大的聲響Housekeeping – Policies amp。 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：RMS HSKPSOP013OBJECTIVE 目的 To eliminate unnecessary traveling up and down .so that to provide a consistent service to the guests. 避免不必要的往返上下樓，提供一致的服務(wù)給客人PROCEDURES 流程 To check Pantry one more time whether for anything that has been left behind, such as Lost amp。 Found items, items on loan to guests, food and Famp。 B cutleries. All above items are absolutely required to be brought down instead of remaining in the Pantry. 離開前再檢查一遍工作間是否有什么落下，例如客人遺留物品，客人借物，餐飲部的餐具。以上物品必須徹底的拿出不要存留在工作間 The Supervisors have the responsibility to ask the Guest Service Associate regarding aboveissues and whet her any abnormal things happened in guest rooms.主管負(fù)責(zé)詢問客房服務(wù)員，客房是否有發(fā)生關(guān)于上面提出的什么反常事情 To ensure all basin taps are to be shut off and the Pantry lights to be switched off before leaving離開前確保所有水龍頭關(guān)閉，和燈關(guān)閉 To keep silence and order, no shouting and running while leaving floor. 安靜和有秩序的離開樓層，不要大聲喧嘩或奔跑吵鬧 The keys should be collected from Associate at this time. It is the only time allowedto bring the items downstairs and visit housekeeping office except for emergencies. 同時員工應(yīng)收集好鑰匙，并且也只有在這時才能拿著這些物品下樓到辦公室，除了有其他特殊要求時。 To dispose the rubbish bag to garbage room. Be careful not to mess up the passing area. 將垃圾袋送的垃圾房，小心不要沿途遺灑。 To return all the items on loan to guests to Housekeeping將借物還回辦公室Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: GUEST ROOM AMENTIES amp。SUPPLIES SET UP主題：客用品配放Ref: 參考號：RMS HSKPSOP014OBJECTIVE 目的To avoid too much traffic to and from pantry. Also to ensure that the amenities will not be damaged by miss handling.避免往返工作間次數(shù)太多，也確?？陀闷凡粫蛱幚聿划?dāng)而損壞或丟失PROCEDURES 流程N(yùn)icely and neatly place all the guest room amenities in the maid carry basket on a daily basis.按每天基本用量將客用品完好清潔的放入提籃內(nèi)Each carried box should prepare 4 room’s amenities每個提籃內(nèi)準(zhǔn)備4間房的用品The wooden box should clean daily, supervisor should check it.提籃每天要清潔，主管要檢查Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: Do Not Distribute ” Procedure for Rooms主題：房間“請勿打擾”程序Ref: 參考號：RMS HSKPSOP015OBJECTIVE 目的To respect our guest whilst ensuring customer satisfaction.尊敬客人，同時也使客人滿意Ensure that the guests and their belongings are safe.確?？腿思八麄兊呢敭a(chǎn)安全PROCEDURES 流程Make sure all DND rooms not serviced are reported to the call center by 2:00 pm, Make a note of “DND” room on your daily work sheet, including the time. 確定所有DND房間不被打擾，并在下午2點通知客房服務(wù)中心，將DND房記錄在你的工作表上，包括時間 Call center will call the guest when to clean up the room and inform room maid 客房服務(wù)中心電話詢問客人何時打掃房間并通知相應(yīng)服務(wù)員 If no answer in the guestroom ,call center will infor m floor team leader ,team leader will go to the DND room with room maid to check the room condition 如果房間無人回答，客房服務(wù)中心將通知所在樓層主管與服務(wù)員共同去DND房間查看房間目前狀態(tài) Mark down the time you notice the ‘’ on your work sheet. 在工作表上記錄你進(jìn)入DND房間的時間Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: Clean Room Procedure主題：清潔房間程序Ref: 參考號：RMS HSKPSOP016OBJECTIVE 目的Show our sincerity to our guestwith our care and service.用我們細(xì)心的服務(wù)顯示出對客人的誠摯PROCEDURES 流程Prepare 5 type of cloth for Cleaning (one for dusting(red/white), one for cleaning glassware (green/white), one for cleaning wash basin and bath tub(white), one for cleaning window and table glass, mirror (blue/white), one for cleaning toilet( white with black thread) 準(zhǔn)備5種抹布做清潔，紅白條的擦塵，綠白條的擦杯具，白布清潔面盆和浴缸，藍(lán)白條的擦玻璃和鏡子，黑白條的清潔馬桶Pull the sheer curtain up. 拉開窗簾Put used glass, cups out. 將用過的杯具移出Ashtrays into the basin. 煙缸放入面盆Empty waste bin. 清空垃圾桶Squirt multi purpose cleaning agent to make a soapy solution. 用噴壺裝的萬能清潔劑清潔Remove the duvet cover from the duvet, place the duvet on a chair . 將被套撤下，被放置于椅子上Pay attention while stripping so as to avoid taking away guest’s belongings which may be inside the linen. 注意撤被罩時不要把客人物品卷到布草里去Remove the pillowcase and check pillow insert if it is dirty change immediately if necessary. 撤枕袋時也要檢查枕頭里是否也臟了，如有必要也立即更換Check the mattress pad if it is dirty, if it should be changed. 檢查床護(hù)墊是否也臟了，如果是也要更換Go to the bathroom and pick up all the soiled linen. 開始打掃衛(wèi)生間，并將臟布草帶出Check bathroom to see if any guest supplies can be collected while taking the clean linen. 檢查衛(wèi)生間看是否有任何客用品可以和干凈布草一起補(bǔ)入Take soiled linen to the pantry and double check soiled linen before throw away to the linen chute 將臟布草送到工作間，在倒布草前再次檢查臟布草內(nèi)有無客人物品Take the larger items first, like the sheets and duvet covers, then Towels and guest supplies as needed. 填寫物品消耗表，比如床單，被罩，毛巾，客用品消耗等T