【正文】 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(hào)：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(duì)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(shí)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(shí)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Tak。SUPPLIES SET UP主題：客用品配放Ref: 參考號(hào)：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?huì)因處理不當(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(gè)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。 To return all the items on loan to guests to Housekeeping將借物還回辦公室Housekeeping – Policies amp。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(shí)員工應(yīng)收集好鑰匙，并且也只有在這時(shí)才能拿著這些物品下樓到辦公室，除了有其他特殊要求時(shí)。 Found items, items on loan to guests, food and Famp。.get your section key.在簽到表上簽上名字和時(shí)間，簽領(lǐng)鑰匙和對(duì)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。穿規(guī)定的鞋襪，名牌處于正確的位置Sign your name 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(hào)：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(shí)間去報(bào)到Check the cleanliness and condition of your uniform, no spots, damage or loose buttons. See ‘grooming amp。 Procedures Manual客房部 制度和流程指南Subject: MASTER KEY SIGN OUT PROCEDURE主題：萬能鑰匙簽領(lǐng)程序Ref: 參考號(hào)：RMS HSKPSOP011OBJECTIVE 目的Ensure the safety of the keys and guest’s belongings to show our care and respect.確保鑰匙和客人財(cái)產(chǎn)安全，顯示我們的關(guān)注和重視PROCEDURES 流程Supervisor and Attendant take the floor master key when signing at work, Office coordinator is responsible for distribution. 主管和服務(wù)員在開始上班時(shí)領(lǐng)取鑰匙，前臺(tái)負(fù)責(zé)鑰匙的發(fā)放Key must be handed out after signature has been verified by Office coordinator. 前臺(tái)必須核實(shí)完相關(guān)人員簽字后，才能發(fā)放其鑰匙Office coordinator only handles one associate at one time. 前臺(tái)只能給員工一個(gè)一個(gè)的發(fā)放鑰匙Mark correct record in the logbook including the floor no. date and signature. No one else can take the master key except after having signed out. 在登記本上正確記錄，包括樓層，日期時(shí)間，簽字，不簽字不能拿走鑰匙Place the key in the pocket of the trousers at work amp。B linen 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)樓層的盤點(diǎn)表遞交給布草房核數(shù)During the inventory taking period, no linen should be Changed. 在布草盤點(diǎn)期間，不要發(fā)放更換任何布草Uniform Room must finish all the linen counting in th