五星級(jí)酒店客房部標(biāo)準(zhǔn)工作程序sop(中英文)(參考版)
2025-07-17 17:27本頁(yè)面
【正文】 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(hào)：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(duì)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(shí)間，地點(diǎn)保持良好的禮貌，注意個(gè)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(shí)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(chǎng)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(shí)，請(qǐng)客人先走When talking with guest, be polite and smile.當(dāng)與客人談話時(shí)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(shí)要認(rèn)真聽，不要隨便打斷。 Procedures Manual客房部 制度和流程指南Subject: CHECK UNIFORM AND HOW TO GROOMING STANDARDSGROOMINGANDAPPEARANCE主題：制服檢查及儀表儀容標(biāo)準(zhǔn)Ref: 參考號(hào)：RMS HSKPSOP002Prepare 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Ensure that our staff always maintains a good appearance during work Make sure standards are followed at all times.確保我們的員工在任何工作時(shí)間內(nèi)保持良好的儀表儀容PROCEDURES 流程Supervisor have to check their associate’s uniform and grooming in the briefing and conduct spot checks any time during the day during work主管在例會(huì)時(shí)需檢查他們員工的制服和儀表儀容，并在工作時(shí)間隨時(shí)抽查Standards標(biāo)準(zhǔn)The uniform pressed without stains, tears and odor制服熨燙整齊，無污漬，破損，異味Button up all buttons系上所有紐扣Don’t roll up sleeves, to change if the uniform does not fit不要卷起袖口，如果不合適就去更換Wear name tag correctly.正確的佩戴名牌Black shoes and socks for male black shoes and body color socks for female. Ensure that shoes and socks are without tears or damage To check grooming and appearances.男士穿著黑色鞋襪，女士穿著黑色鞋子，肉色絲襪。 Supplies Setup 客
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