【正文】 bmit the Lost and Found in the store room within that day. Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.任何班次的員工要在當天交遺留物，遺留物品不許在辦公室無人照看，應存入失物招領庫房Pay attention to place items based on the order of the date. 注意排放物品要按照日期When guests claim the lost Items, the Administrative Associate should inquire about he time, the place, and the characteristics of the lost item. 當客人要認領失物時，相關負責人員要查問他時間，地點，及物品特征The identity card or passport should be presented by the guest while the claiming process is on At the end, the guest should be politely requested to sign for receipt of the Lost and Found item. See Lost amp。If guests stay in the hotel, you can inform the Front Office Administrative Associate to send the Lost and Found to the guests’ room, and the standard procedure is required.如果客人仍在店，你可通知前廳管理人員將物品送交客人房間，這個標準程序是必須的If someone else claims the Lost and Found for the guest, than a letter / fax or written request from the owner is required, including a copy of the guest’s identity card and passport.當有人要替領時，就要原物主的傳真，信，或書面委托書，包括原物主的身份證或護照的復印件If the guest calls to send the Lost and Found, you should inquire the correct address and phone number of the guest and inform the Assistant Executive Housekeeper.如果客人要求寄回失物，告知客人請客人發(fā)傳真要求酒店寄回物品，自付郵費及郵寄詳細地址，聯系電話及信用卡號并鉗子確認，然后通知助理行政管家To ensure the safety of guest belongings, Assistant Executive Housekeeper are directly responsible for all valuable Lost and Found items.為確?？腿素敭a安全，服務總監(jiān)直接負責所有貴重物品Open food / drink/alcohol items are to be disposed. 處理開封的食品，酒水類物品Distribute all the unclaimed articles to the finder after three months.無人認領的物品在3個月后發(fā)還拾到者Distribute all the food a ood / drink/alcohol items to the finder after three days.未開封的食品類物品無人認領在3天后發(fā)還拾道者Administrative Associate of Housekeeping Department should keep the record on file. 客房部相關人員要保持記錄All associates will take gate pass with the Lost and Found item when removing it from the hotel. 發(fā)還的物品拿出酒店時要有保安部及客房部經理簽字的出門條Congener hotel product will not be treated as L amp。 Procedures Manual客房部 制度和流程指南Subject: MONTHLY LINEN INVENTORY主題：月度布草盤點Ref: 參考號：RMS HSKPSOP010Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準：總經理Date: 日期：20090728OBJECTIVE 目的To have accurate inventory figure so as to ensure adequate par of linen is provided for the Hotel operation. This will support the front line associates to provide efficient service to delight customers. 確保盤點的準確性，保證酒店有正常運作 的周轉量，支持前線員工給客人提供滿意的服務PROCEDURES 流程To issue memo to all relevant Departments 1 week prior to the inventory date. Include the specific time and venue for each concerned section and ways of preparation. 盤點前要提前一周發(fā)出備忘錄給相關部門，包括時間，地點，相關區(qū)域，路線。B inventory should be checked every season. 客房布草盤點每月一次，餐飲布草盤點每季一次No dirty ones against clean ones exchange program will be conducted during the inventory period. 盤點期間不要進行布草換領工作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餐廳場所，在檢查時間內相關餐廳要將不同規(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. 員工要根據每間客房布草的種類，數量真實的填寫盤點表At the end of the duty, associate is required to count the actual figure of each kind of guest room linen inside the pantry. 下班前員工必須點數出工作間存放布草的真實數字和種類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樓層的盤點表遞交給布草房核數During the inventory taking period, no linen should be Changed. 在布草盤點期間，不要發(fā)放更換任何布草Uniform Room must finish all the linen counting in the department while Famp。B linen amp。 Procedures Manual客房部 制度和流程指南Subject: MASTER KEY SIGN OUT PROCEDURE主題：萬能鑰匙簽領程序Ref: 參考號：RMS HSKPSOP011Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準：總經理Date: 日期：20090728OBJECTIVE 目的Ensure the safety of the keys and guest’s belongings to show our care and respect.確保鑰匙和客人財產安全，顯示我們的關注和重視PROCEDURES 流程Supervisor and Attendant take the floor master key when signing at work, Office coordinator is responsible for distribution. 主管和服務員在開始上班時領取鑰匙，文員負責鑰匙的發(fā)放Key must be handed out after signature has been verified by Office coordinator. 文員必須核實完相關人員簽字后，才能發(fā)放其鑰匙Office coordinator only handles one associate at one time. 文員只能給員工一個一個的發(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，日期時間，簽字，不簽字不能拿走鑰匙Place the key in the pocket of the trousers at work 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 HSKPSOP012Prepare by: Housekeeper 起草：行政管家Date: 日期：20090728Approved by: General Manager批準：總經理Date: 日期：20090728OBJECTIVE 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。穿規(guī)定的鞋襪，名牌處于正確的位置Sign your name amp。.get your section key.在簽到表上簽上名字和時間，簽領鑰匙和呼機Pay attention not to speak too loudly.注意不要大聲喧嘩Take your work sheet and floor key.領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 a