酒店管理客房--酒店客房部目录2015.docx

酒店管理客房 酒店客房部目录目 录第一章 管家部组织结构图ORGANIZATION CHART第二章 管家部岗位职责 POSITION RESPONSIBILITY OF H.K DEPT2.1 管家部经理 H.K Dept. Manager2.2 楼层经理 Head Floor Supervisor2.3 楼层领班 Floor Captain2.4 楼层服务员 Room Attendant2.5 楼层清扫员 Room Cleaner2.6 公共区域经理 Public Area Supervisor2.7 公共区域领班 Public Area Captain2.8 公共区域服务员 Public Area Attendant2.9 花房管理员 Florist2.10 公共区域清洁工 Public Area Cleaner2.11 洗涤部经理 Laundry Manager2.12 洗涤部领班 Laundry Captain2.13 干洗工 Dry Cleaner2.14 大湿洗工 Washer-Large Items2.15 小湿洗工 Washer-Small Items2.16 平烫工 Flat Work Ironer2.17 布草折叠工 Linen Folding Attendant2.18 布草收发员 Linen Delivery Maid2.19 制服收发员 Uniform Delivery Maid第三章 管家部各岗位操作程序 HK.DEPT.STANDARD OPERATION PROCEDURE3.1 楼层经理Head Floor Supervisor3.1.1 处理客人投诉Handling Guests Complains3.2 楼层领班 Floor Captain3.2.1 检查客房Checking Guest Rooms3.2.2 收取小酒吧帐单Collecting Mini-bar Bill3.2.3 饮料管理Controlling wine & Beverage3.3 楼层服务员Room Attendant3.3.1 楼层钥匙领用和保管Picking up& Keeping Room Key3.3.2 开酒水帐单Filling in Wine & Beverage Bill3.3.3 杯具洗涤、消毒Washing-up & Disinfecting Glassware3.3.4 客用品领用、存放Application of &Keeping Items3.3.5 客人要求开门Handling Request for Opening the Door3.3.6 引领客人进房Greeting the Guests3.3.7 报交遗留物品Delivering Properties Left Behind by Guest3.3.8 客人离店结帐Guest Check-out3.3.9 查走客房（遗留物品）Check-up C/O Room3.3.10 做夜床Providing Turn-down Service3.3.11 开房门Opening the Door3.3.12 加床Handling Request for Extra Bed3.3.13 铺床Making the Bed3.3.14 上毛巾、茶水Offering Towel / Tea Service3.3.15 客房二次打扫Re-cleaning the Room3.3.16 重点宾客进房Receiving VIP3.3.17 擦皮鞋Providing Free Shoe Shining Service3.3.18 翻转床垫Turning the Mattress3.3.19 洗涤浴帘Washing Shower Curtain3.3.20 吸尘器使用和保养Using & Maintaining Vacuum Cleaner3.3.21 处理意外损坏宾客物品Dealing with Damaging Guests Articles3.4 客房清扫员Room Cleaner3.4.1 整理工作车 Cleaning up Maids Cart3.4.2 打扫住客房 Making up Occupied Room3.4.3 清扫卫生间 Making up Washing Room3.4.4 工作车摆放 Maids Cart Setting3.4.5 空房清扫 Making up Vacant Room3.5 客房中心服务员Housekeeping Center Attendant3.5.1 核对未进店客房报告Checking No-show Room Report3.5.2 核对查房报告 Checking Room Report3.5.3 客用品的借用、登记和保管Items Loan /Registration / Keeping3.5.4 接打内部电话Receiving & Making Inside Call3.5.5 处理前台报表 Dealing with Dept. Reports附录：客房中心常备客用品清单Appendix: List of Items Prepared in Housekeeping Center 3.6 PA服务员PA Attendant3.6.1 石材日常保养 Marble Daily Maintenance3.6.2 大理石地面打蜡 Polishing Marble with Wax3.6.3 大理石地面起蜡Wax Remove From Marble3.6.4 石材墙壁上蜡 Polishing Wall with Wax3.6.5 清洗地毯（干泡） Cleaning Carpet(Dry-clear)3.6.6 洗地毯（抽洗） Washing Carpet3.6.7 沙发抽洗 Washing Sofa3.6.8 清洁铜条Cleaning Copper Strip3.6.9 清洁客梯 Cleaning Elevator3.6.10 清洗吸尘器 Cleaning Vacuum Cleaner3.6.11 使用三合一抽洗机 Using Wet Vacuum Carpet Extractor3.6.12 使用洗地机 Using Clean Marble Machine3.6.13 使用吸水机 Using Wet & Dry Vacuum Cleaner3.6.14 使用高速抛光机 Using Ultra High Speed Machine3.6.15 清洁玻璃 Polish the Window-panes3.6.16 花岗岩地面晶硬处理Crystallize Marble3.7 PA保洁工 PA Cleaner3.7.1 棉尘推药剂处理Spray Floor Dust Remover on the Mop3.7.2 推尘（清洁大理石地面）Dust Removed From Floor3.7.3 清洁各公共区域卫生Cleaning the Public Areas3.7.4 洗手间日常清洁保养 Cleaning Washing Room3.7.5 客人醉酒呕吐处理Dealing with Drunk Guests3.8制服收发员Uniform Delivery Maid3.8.1 新制服申领、发放Appling for & Giving Out Uniform3.8.2 制服收发Counting & Sending Uniform3.8.3 交接制服 Taking over Uniform3.8.4 清点脏制服Counting Dirty Uniform3.8.5 核对接收已清洗制服 Checking Uniform Cleaned3.8.6 处理旧制服报损 Steps to Handle Uniform Scraped3.8.7 制服盘点Inventorying Uniform3.8.8 入店、离店人员领退制服Appling for & Returning Uniform for Staff3.8.9 制服收发员收尾Finishing Work for Uniform Delivery Maid3.8.10 缝补制服Steps to Sewing Uniform3.8.11 缝纫机保养Maintaining Sewing Machine3.9 布草收发员Linen Delivery Maid 3.9.1 交接布草Taking Over linen3.9.2 布草领用Application of Linen3.9.3 交接餐饮、康乐织品Taking over F&B and H&R Dept Linen3.9.4 发送客房布草Sending Out Linen of H.K Dept3.9.5 布草盘点 Inventorying Linen3.10花房管理员 Florist3.10.1 绿色植物保养Preserving Green Plants3.10.2 保养公共区域插花Preserving Flowers in Public Area3.10.3 送花Sending Flowers3.11客衣服务员Guest Clothes Delivery Maid3.11.1 收包Collecting Clothes3.11.2 点数Counting Clothes3.11.3 打码Marking on Clothes3.11.4 叠衣Folding Clothes3.11.5 装包Packing Clothes3.11.6 送衣Sending Clothes3.11.7 处理遗留物品Dealing with Properties Left by Guests3.11.8 加快洗衣Express Valet Service3.11.9 贵宾洗衣VIP Valet Service3.12大湿洗工Washer-large Items3.12.1 客房、饮食布草洗涤Laundering Linen F&B & H.K Dept .3.12.2 使用大湿洗机Using Washed-large Items Machine3.12.3 使用烘干机Using Dry Machine3.13小湿洗工Washer-small Items3.13.1 开机准备Preparation of Turning on Machine3.13.2 客衣检查、分类Checking & Classifying Clothes3.13.3 客衣去迹Remove Stain From Clothes3.13.4 客衣洗涤Laundering Guests Clothes3.13.5 使用小湿洗机Using Washed-Small Items Machine3.14平烫工Flat Work Ironer Turning on3.14.1 开机准备 Preparation of Turning on Machine3.14.2 熨烫口布、枕套 Ironing Napkin & Pillow-case3.14.3 熨烫布草（床单、台布） Ironing Linen3.14.4 使用大烫机 Using Flat Ironing Machine3.15手烫工 Presser3.15.1 岗位准备 Preparation3.15.2 熨烫西服上衣 Ironing Suit3.15.3 熨烫真丝服装 Ironing Silk Clothes3.15.4 熨烫西裤 Ironing Trousers3.15.5 熨烫衬衫 Ironing Shirt3.15.6 熨烫T恤衫 Ironing T-shirt3.16干洗工Dry-cleaner3.16.1 使用干洗机 Using Dry-cleaning Machine3.16.2 使用人像机 Using Model Machine3.17布草折叠工 Linen Folding Attendant第四章 管家部管理制度 H.K DEPT.MANAGEMENT SYSTEN4.1 管家部安全管理制度 Safety Regulation4.2 楼层客房安全管理制度 Safety Regulation of Guest Rooms4.3 管家部卫生管理制度 Hygiene Management Regulation4.4 管家部防火制度 Fire Prevention Regulation4.5 客人失窃处理制度 Handling Guests Report of Loss4.6 客人急病处理制度 Regulation on Caring for Ill Guests4.7 客人醉酒处理制度 Caring for Drunk Guests Regulation 4.8 客人携带宠物和易燃易爆品处理制度Handling Pet & Dangerous Goods4.9 客人带走客房物品处理制度Handling Room Items Taked by Guests4.10 来访人员登记制度 Visitor Registration Regulation4.11 领班查房制度 Captain Inspecting Room Regulation4.12 洗涤房管理制度 Laundry Management Regulation4.13 树木花卉管理制度 Plants & Flowers Management Regulation4.14 草地保养管理制度 Lawn Management Regulation8叶予舜 二一五年一月十二日星期一