【正文】 ：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Maintain a clean, tidy and fresh appearance during your work.在你的工作中保持干凈，整齊，清新的外貌PROCEDURES 流程Keep clean and be optimistic during work time. 在工作時(shí)間保持干凈及樂(lè)觀的態(tài)度Make selfcheck and grooming check at any time. 隨時(shí)進(jìn)行儀表儀容的自我檢查Wear tidy uniform with all buttons buttoned up. Pay attention not to roll up cuffs or sleeves. 穿系好紐扣的整齊的制服，不能挽起衣袖Change the uniform in time if it is stained, crumpled, dirty or smelly. 及時(shí)更換有污漬，褶皺，臟的，有異味的制服Wear your name tag correctly with your uniform, the name tag is part of your uniform. 將名牌別在制服正確的位置，名牌也是制服的一部分Pay attention that uniform has no damages. 留意制服不要有破損Wear shoes and socks as issued: 穿規(guī)定的鞋襪Black shoes and black socks for male. 男士穿黑鞋黑襪Black shoes and neutral color stockings for female. 女士穿黑鞋肉色長(zhǎng)襪Check your shoes: shoes should be clean, polish and in good condition. 檢查你的鞋：是否干凈，光亮，并處于完好狀態(tài)Check your socks and stockings: they should be clean, odor free and no holes. 檢查你的襪子：是否干凈，無(wú)異味和破洞Check your uniform: it should be clean, well pressed and have no tears or damage, No missing buttons. 檢查你的制服：是否干凈，熨燙整齊，無(wú)破損或紐扣丟失Housekeeping – Policies amp。并檢查確保無(wú)破損Hair to be bed and brushed For male, the hair should not cover eye brow and the back should not touch collar or be over the ears. 男士頭發(fā)須梳理整齊，前不得過(guò)眉，后不得過(guò)衣領(lǐng)，鬢角不得蓋過(guò)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(zhǎng)發(fā)要用發(fā)網(wǎng)盤起，短發(fā)不過(guò)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(wú)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(shí)間隨時(shí)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(shí)要注意細(xì)節(jié)，例如紐扣沒(méi)系好，袖子卷起來(lái)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。Do not bring bad mood to work. Politely provide your best service. 不要帶著情緒工作，要優(yōu)雅的提供你最好的服務(wù) Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: COMMUNICATE WITH HOUSEKEEPING DEPARTMENT主題： 與客房部溝通Ref: 參考號(hào)：RMS HSKPSOP005Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Ensure munication with guest and colleague so as to show our sincerity and respect to him/her.確保訊息傳達(dá)給客人和同事，并表示出我們的真摯和尊敬PROCEDURES 流程Housekeeping Office takes important role in municating with guests or among departments. If it does not work well, it will affect service quality, work efficiency and hotel reputation.客房部辦公室在與客人及部門的溝通中扮演極為重要的角色。When the telephone rings, you should stop all work to answer the telephone (within 3 rings).當(dāng)電話鈴響起時(shí)，你要停止手邊一切工作，在3聲之內(nèi)接起它When answering the telephone, speak politely: NinHao,This is xxx from Housekeeping, may I help you. ” 當(dāng)接起電話時(shí)要說(shuō)：您好，客房部，我是，有什么可以幫您？Always remember to municate with other Departments via Housekeeping Office and also to report any special activities.永遠(yuǎn)記住通過(guò)客房中心與其他部門聯(lián)系及報(bào)告任何特殊活動(dòng) Housekeeping – Policies amp。 put hands in pocket when working. Stand straight and do not slouch. 不要卷起袖子，或手插兜。 say “NINHAO” 微笑著問(wèn)候客人，用清晰的聲音說(shuō)“您好”Stop walking or working. 停止走路或工作Smile.微笑Make eye contact with the guest. 跟客人有眼神的接觸Stand straight. 站直Let guest go first. 讓客人先走To greet the guest by saying“NINHAO” Use guest’s name if you know.問(wèn)候客人要說(shuō)“您好”盡量稱呼客人姓名 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: Occupational Health and Safety 主題：職業(yè)健康衛(wèi)生及安全Ref: 參考號(hào)：RMS HSKPSOP008Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準(zhǔn)：總經(jīng)理Date: 日期：20090728OBJECTIVE 目的Take care your health and safety first健康安全第一PROCEDURES 流程Read and understand the instruction of all kinds chemical 閱讀和理解所有類型的藥劑Be sure you understand and how to use product 確保你明白和如何使用Always try little area to see the effect 永遠(yuǎn)先試一點(diǎn)的區(qū)域看看效果Incase drop into you eyes, have to wash immediately or see doctor 萬(wàn)一不慎入眼，立即清水沖洗并看醫(yī)生Do not bare hand to use strong chemical. . “Rust Go” ( a kind of strong chemical to remove the yellow mark).. 不要裸手使用比較厲害的藥劑，如“Rust Go”（一種強(qiáng)去漬劑，去除黃斑的） Housekeeping – Policies amp。F item Call Housekeeping Office immediately when any item is found. The guest may call to inquire at all times. 任何離店房被發(fā)現(xiàn)有遺留物品時(shí)必須馬上給客房部辦公室打電話，客人也許會(huì)隨時(shí)來(lái)詢問(wèn)Housekeeping Department clerk should record it on the Lamp。F sheet for acknowledgement, handover the item to Office. 上繳遺留物品時(shí)要寫清正確的房號(hào)或位置，并簽字確認(rèn)，在交接給辦公室Don’t leave any Lost and found item on the floor pantry or in other locations. All items must be turned in to the Housekeeping Office at your lunch time or whenever you go down to Office.不要有任何遺留在樓層工作間或其他地方，所有失物必須及時(shí)上交，你可以在吃飯的時(shí)候帶到辦公室或當(dāng)你有事去辦公室的時(shí)候帶下來(lái)。Also enter all information in the puter system to assist with guest inquiries.同樣也要把所有訊息錄入電腦系統(tǒng)，以便協(xié)助客人查尋To ensure the safety of the guest belongings, valuable articles such as cash, wallets, cameras, etc. should be stored in the safe in Duty Manager of Front Desk.確?？腿素?cái)產(chǎn)安全，貴重物品如現(xiàn)金，錢包，相機(jī)等，要存在前臺(tái)的保險(xiǎn)箱內(nèi)Ensure the cleanliness of guest’s clothes and give the clothes which are washable to the Laundry Department.確?？腿艘挛锏那鍧?，可以將它們交洗衣房洗滌Office Administrative辦公室行政管理Associate of every shift should su