【正文】 ???????????????????????????????????????115 代辦快件 Mail Express Service ??????????????????????????????????????116 提供翻譯服務 Translation Service ?????????????????????????????????????????117 提供文件裝訂服務 Binding Service???????????????????????????????????????????????118 提供電話服務 Public Telephone Service ???????????????????????????????119 商務中心設備維護及保養(yǎng) Maintenance of B\C Equipment??????????????????????120 第七節(jié) 商場程序與標準Gift Shop Standard Operation Procedure ??????????????????????????????????????????121124 零售商品進貨制度 Stock with Goods????????????????????????????????????????????????121 商場換貨服務 How to Handling Guest Changing Goods ??????????122 售后服務 After Sale Service???????????????????????????????????????????????123 第四章 前廳部各項管理制度MANAGEMENT SYSTEM OF DEPT ?????????????????????????????????????125147 前廳部行為規(guī)范 The Dept Staff Behavior Standard????????????????125 前廳部各崗位規(guī)章制度 The Dept Regulation System????????????????????????129 我愛酒店網(wǎng)：13 總臺考核條例 Evaluation Rules of Front Desk???????????????????????????133 禮賓部考核條例 Evaluation Rules of Concierge ????????????????????????????136 商場考核條例 Evaluation Rules of Gift Shop?????????????????????????????139 商務中心考核條例 Evaluation Rules of Business Center???????????????????144 總機考核條例 Evaluation Rules of Operator?????????????????????????????146 第五章 前廳部各部門運轉(zhuǎn)表格OPERATION LIST OF DEPT????????????????????????????????????????????????????148185 我愛酒店網(wǎng)：14第五編：管家部Ⅴ、HOUSEKEEPING DEPT第一章 管家部組織結(jié)構(gòu)圖 ???????????????? 1ORGANIZATION CHART第二章 管家部崗位職責 ???????????????????? 125POSITION RESPONSIBILITY OF DEPT 管家部經(jīng)理 Dept. Manager???????????????????????????????????????????2 樓層經(jīng)理 Head Floor Supervisor ????????? 3 樓層督導 Floor Captain ???????????? 5 樓層服務員 Room Attendant ??????????? 7 樓層清掃員 Room Cleaner ??????????????????????????????????????????????????9 公共區(qū)域經(jīng)理 Public Area Supervisor???????????????????????????????????11 公共區(qū)域督導 Public Area Captain ????????? 12 公共區(qū)域服務員 Public Area Attendant ???????? 13 花房管理員 Florist ??????????????? 14 公共區(qū)域清潔工 Public Area Cleaner ????????? 15 洗滌部經(jīng)理 Laundry Manager??????????? 16 洗滌部督導 Laundry Captain ??????????? 17 干洗工 Dry Cleaner ????????????? 18 大濕洗工 WasherLarge Items?????????? 20 小濕洗工 WasherSmall Items ????????? 21 平燙工 Flat Work Ironer ??????????? 22 布草折疊工 Linen Folding Attendant ???????? 23 布草收發(fā)員 Linen Delivery Maid ????????? 24 制服收發(fā)員 Uniform Delivery Maid ???????? 25我愛酒店網(wǎng)：15第三章 管家部各崗位操作程序 ????????????????????????????????????????????????????????????27136TANDARD OPERATION PROCEDURE OF 樓層經(jīng)理 Head Floor Supervisor??????????????????????????????27 處 理 客 人 投 訴 Handling Guest’s Complains?????? 27 樓層督導 F loor Captain ?????????? 2831 檢查客房 Checking Guest Rooms????????????????????????????????? 28 收取小酒吧帳單 Collecting Minibar Bill ???????? 30 飲 料 管 理 Controlling wine amp。 Keeping Room Key ??????????????????32 開酒水帳單 Filling in Wine amp。 Disinfecting Glassware ?? 34 客用品領(lǐng)用、存放 Application of amp。 Maintaining Vacuum Cleaner ?? 52 處理意外損壞賓客物品 Dealing with Damaging Guests ’Articles???????53 客房清掃員 Room Cleaner????????????????????????????????????????5459 整理工作車 Cleaning up Maid’s Cart ???????? 54我愛酒店網(wǎng)：16 打掃住客房 Making up Occupied Room ??????? 55 清掃衛(wèi)生間 Making up Washing Room ??????? 57 工作車擺放 Maid’s Cart Setting ?????????? 58 空房清掃 Making up Vacant Room ??????? 59 客房中心服務員 Housekeeping Center Attendant ???????????6064 核對未進店客房報告 Checking Noshow Room Report ???? 60 核對查房報告 Checking Room Report ???????? 61 客用品的借用 、 登記和保管 Item’s Loan /Registration / Keeping ??? 62 接打內(nèi)部電話 Receiving amp。 Dry Vacuum Cleaner????????????????78 使用高速拋光機 Using Ultra High Speed Machine???????????????????79 清潔玻璃 Polish the Windowpanes ???????????????????????????????80 花崗巖地面晶硬處理 Crystallize Marble???????????????????????????????????????????81 PA 保潔工 PA Cleaner ??????????????????????????????????????????????8286 棉塵推藥劑處理 Spray Floor Dust Remover on the Mop??????????82 推塵（清潔大理石地面） Dust Removed From Floor ?????????????????????????????83我愛酒店網(wǎng)：17 清 潔 各 公 共 區(qū) 域 衛(wèi) 生 Cleaning the Public Areas???????????????????????????????84 洗手間日常清潔保養(yǎng) Cleaning Washing Room????????????????????????????????85 客人醉酒嘔吐處理 Dealing with Drunk Guests ????????????????????????????86 制服收發(fā)員 Uniform Delivery Maid ?????? 8797 新制服申領(lǐng)、發(fā)放 Appling for amp。 Sending Uniform ?????????????????????????88 交接制服 Taking over Uniform ??????????????????????????????????????89 清點臟制服 Counting Dirty Uniform ?????????????????????????????????90 核對接收已清洗制服 Checking Uniform Cleaned ????????????????????????????91 處理舊制服報損 Steps to Handle Uniform Scraped???????????????????92 制服盤點 Inventorying Uniform?????????????????????????????????????93 入店 、離 店人員領(lǐng)退制服 Appling for amp。B and Hamp。B amp。 Classifying Clothes???????????????????119 客衣去跡 Remove Stain From Clothes ????????????????????????120 客衣洗滌 Laundering Guests’ Clothes??????????????????????????122 使用小濕洗機 Using WashedSmall Items Machine????????????123 平燙工 Flat Work Ironer Turning on????????????124127 開機準備 Preparation of Turning on Machine??????????????124 熨燙口布、枕套 Ironing Napkin am