豪生酒店管家部标准运作程序手册---工作.手册.doc

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STANDARD OPERATING PROCEDURES POLICY NO. SUBJECT 项目 HSKP – 001 Standard Of Cleanliness 清洁标准 HSKP –002 Lost and Found 失物招领 HSKP –003 Entering Guest Rooms 进入客房 HSKP – 004 Floor Attendant Services 客房服务 HSKP – 005 Shoe Shine Service 擦鞋服务 HSKP – 006 Guest Request Items 客人需求项目 HSKP – 007 Babysitting 托婴服务 HSKP – 008 Guest Belongings 客人财产 HSKP – 009 Room Wait Requests 等候要求 HSKP – 010 Shift Briefing 班会 HSKP – 011 Work Orders 客房维护 HSKP – 012 Allowing Access To Guest Rooms 允许进入客人房间 HSKP – 013 Gratuities / Tips 赠物、小费 HSKP – 014 Attending To Guests In Public Restrooms 做好客用休息区卫生 HSKP – 015 Chain Of Command 行政管理 HSKP – 016 Holding Open And Securing Guest Room Door 客房安全 HSKP – 017 Reasonable Job Requests 合理的工作分配 HSKP – 018 Key Control Procedure 钥匙控制程序 HSKP – 019 Leaving Work Area Without Authorization 未经批准擅离工作区域 HSKP – 020 Telephone Skill 电话技巧 HSKP – 021 Cleaning The Public Telephone 公用电话清洁 HSKP – 022 Cleaning Furniture 家具清洁 HSKP – 023 Cleaning The Guest Corridors 楼层过道清洁 HSKP – 024 Providing Turndown Service 夜床服务 HSKP – 025 Cleaning Service Areas And Emergency Stairway 服务区和应急区的清洁 HSKP – 026 Sweep Log 清洁记录 HSKP – 027 Handling Guest Laundry 处理宾客洗衣 HSKP – 028 Uniform Room Procedures 制服程序 HSKP – 029 Handling Guestroom Trash 客房垃圾处理 HSKP – 030 Empty the Wastebasket 清除垃圾 HSKP – 031 Vacuuming of Public Areas 公共区域吸尘 HSKP – 032 AM/PM Discrepant Rooms Report 早中班房态差异报告 HSKP – 033 Definition of a Guest 宾客诠释 HSKP – 034 Handle Guest Complaints 处理客人投诉 HSKP – 035 Job Safety 岗位安全 HSKP – 036 Personal Safety 个人安全 HSKP – 037 Priority Cleaning 优先清洁 HSKP – 038 Do Not Disturb 请勿打扰 HSKP – 039 Guest Room Security 房间安全 HSKP – 040 Room Service Trays Removal 送餐餐盘撤出 STANDARD OPERATING PROCEDURE POLICY NO. SUBJECT 项目 HSKP – 041 Housekeeping Department Hygiene and Grooming Standard 房间清洁和卫生标准 HSKP – 042 Guest Room Cleaning 房间清洁 HSKP – 043 Make A bed 做床 HSKP – 044 Bathroom Cleaning 卫生间清洁 HSKP – 045 Proper Behaviour for Housekeeping Staffs 客房员工正确行为举止 HSKP – 046 Use A Vacuum Cleaner 吸尘器的使用 HSKP – 047 Handling baby Crib / Cot 处理婴儿床 HSKP – 048 Regular Turndown Service 夜床服务规范 HSKP – 049 Executive Floor Lounge Cleaning Hours 行政楼层工作时间 HSKP – 050 Flower Ordering /Arrangements 鲜花订购、安排 HSKP – 051 Executive Floor Guests / VIP Flower Ordering/ Arrangements 行政楼层客人/VIP 鲜花订购安排 HSKP – 052 Executive Floor Guests / VIP Turndown Service 行政楼层/VIP开夜床服务 HSKP – 053 Cleanliness & Hygiene 清洁及卫生 HSKP – 054 Daily Check List 每日检查表 HSKP – 055 Equipment Usage 设备使用 HSKP – 056 Newspaper & Magazines 报纸和杂志 HSKP – 057 Reception Service 迎宾服务 HSKP – 058 Towels 毛巾 HSKP – 059 Administration 管理 HSKP – 060 Quality Control 质量控制 HSKP – 061 Normal, Express and Pressing Service 一般，特殊和熨烫服务 HSKP – 062 Guest Laundry Pick Up & Distribution 收送洗衣服务 HSKP – 063 Handling Clean Linen 干净布草的处理 HSKP – 064 Soiled Linen Handling 脏布草的处理 HSKP – 065 Room Linen Discard Procedures 布草报损程序 HSKP – 066 Receiving of Uniform & Linen from Supplier 更换制服，补充布草 HSKP – 067 Storage of Chemicals 药水储存 HSKP – 068 Machinery 机器 HSKP – 069 Linen Room attendant & Its Function 布草服务员及其职能 HSKP – 070 Floor Linen Control 楼层布草控制 HSKP – 071 Linen & Uniform Inventory 布草制服盘存 HSKP – 072 Uniform Control 制服控制 HSKP – 073 Receiving of Uniform 换制服 HSKP – 074 Issue Uniform to Banquet 发放宴会制服 HSKP – 075 Issue F & B Linen 发放餐饮布草 HSKP – 076 Processing Linen 布草处理 STANDARD OPERATING PROCEDURES Subject 项目 STANDARDS OF CLEANLINESS 清洁标准 Effective Date 有效日期 16、JULY 2004 Policy No 序号 HSKP-001 Issued by 发出者 RDM Page 页码 1 of 4 Approved by 批准人 HOTEL MANAGER 酒店经理 Distribution 描述 All Associates 全体员工部门经理 Objective: 目标 To ensure consistent quality standard of cleanliness at Hotel are meet at all times. 随时保证酒店的清洁质量标准。 Policy Statement: 政策 It is the policy of Hotel that cleanliness standards must be established to identify the level and quality of cleanliness expected after an area or object has been cleaned. All employees engaged in providing cleaning services throughout Hotel guest rooms will be trained on how to perform their cleaning assignment to meet and exceed following STANDARDS OF CLEANLINESS. 根据酒店制定并确定的清洁质量标准政策来做好区域清洁卫生，所有员工在从事工作之前必须得到培训如何履行清洁工作并超越我们的清洁服务标准。 Procedure: 程序 ITEM STANDARDS OF CLEANLINESS 条款清洁标准 ROOM SCENT 房间气味 No smoke odor or any other type of smell. It should be smell nice and clean, “fresh scent”. 没有烟味或其它味道。空气清新，干净 ALL LINEN/TOWELS 所有布草 Fresh smelling, free of stains and tears. 干净，没有污点和破损。 CARPETS 地毯 Clean-no odors, stains or spots. Free of any visible dirt or soil。Edges clean/no dust build-up, free of rips and strings. 没有气味、污迹和油污，没有明显的污渍，边缘干净，无灰尘和虚边。 TILE FLOORS 瓷砖 Clean- no scuff marks, dust, dirt or soil. No wax build-up, edges and corners clean. 清除无擦伤，灰尘，泥土或污渍。边缘和角落保持洁净。 DESK/CREDENZAS 书桌/书柜 Clean- no dust, dirt or soil. No oily appearance and no lint. Drawers slide evenly.干净无灰尘，泥土或污渍。表面无油污。抽屉滑动平稳。 DESK CHAIRS/EASY 书桌椅　 Clean-no spots or dirt. Legs clean/all wooden or metal parts 桌腿和所有木质、金属部分要求无污点无灰尘，泥土或污渍。 CHAIRS & SOFAS 椅子＆沙发 in proper working order. Paint and finish intact. Upholstery clean and spotless, legs and backs of chairs dusted and free of marks. 按照正确的工作方法，油漆面完整无损、装饰部分干净无斑点，椅子背后、脚无灰尘和划痕。 CHAIRS & SOFAS 椅子＆沙发 in proper working order. Paint and finish intact. Upholstery clean and spotless, legs and backs of chairs dusted and free　of marks. 按照正确的工作方法，油漆家具完整无缺、室内清洁干净，椅子背后、脚无灰尘和赃物。 HEADBOARD床头板 Clean-no dust, dirt or smudges. Finish is intact干净无灰尘、污迹完好无损。 STANDARD OPERATING PROCEDURES Subject : STANDARDS OF CLEANLINESS Pages : 4 of 4 主题清洁标准　　　　　　　页码 Policy No 序号 : HSKP-001 BED 床 Fresh, crisp appearance. Clean mattress pads, sheets and pillowcases. Duvet and duvet cover neat, clean, no arette burns or holes. 崭新的外观，垫褥，床单、枕套、棉被及其套子要求干净无发丝和破洞。 MIRRORS 镜子 No smudges, lint, dust, dirt or fingerprints. No cracks or chips. Hangs securely on wall. 无污迹、毛尘、灰尘或手印，无裂缝和缺口，稳固墙上。 NIGHTSTANDS 床头柜 Clean-no dirt, dust or soil. Wood not chipped or ratched.High polished appearance. 干净无灰尘、或油污，木质部分没有裂口和突出的木钎，外观亮丽。 TELEPHONE电话 Clean- free of earwax or soil on ear and mouthpiece. Information on phone is easy to read/clean. Phone in proper working order Stickers not dog-eared. 干净无耳垢和油脂，电话音量清楚，电话工作正常。 TELEPHONE BOOKS 电话本 Clean ,updated and in good condition 纸张干净，保持良好状态。 LAMPS/SHADES 灯/灯罩 Clean-no dust, dirt or smudges. Bulbs correct wattage　and clean. No dust on bulb. Lampshade clean-no hair. Finial secure on top of light fixture. 干净无灰尘、或污迹，灯泡干净无灰尘，瓦数适当，灯罩干净无头发，顶部安全稳固。 TELEVISON 电视 Clean-no dust or dirt on screen, top or sides. Back securely　locked upon dresser. 荧屏干净无灰尘、顶部或侧面无灰尘，放置稳固。 SERVICE DIRECTORY 服务指南 Complete and in good condition-no rips and tears. All intact. 完整并保持良好状态，无裂口和破处，一切完好。 ROOM LITERATURE 房间读物 All magazines present. No rips/tears, not dog-eared. Issues are current. 所有的杂志，干净没有裂口/裂缝，没有卷角，并且是最新版。 WINDOWSILLS 窗台 Clean-free of dirt and soil. No fingerprints. No dead insects in window sillsor ledges.Tracks spotless. 干净没有灰尘和尘土，没有手印、死虫在窗台或壁架上爬过的痕迹。 DRAPES 窗帘 Clean-free of watermarks, dirt, soil or dead insects. No rips/tears. Pulls freely in tracks.Hooks intact/batons not missing. No debris/dead insects on floor behind drapes. 干净无水印、污垢、油渍或死虫，没有破裂，轨道滑动正常，挂钩完整无缺，无碎片/死虫在窗帘后的地上。 WALLS 墙 Clean - no cobwebs. No glue bleeding through wallpaper. Vinyl intact-rips/tears, not Dusting at seams & not ming unglued. 干净无蜘蛛网，无溢出的墙纸胶，无裂口、和脱胶。 PICTURE FRAME 画框　 Clean - not dusty on front or top. 上面和前面都要干净，无灰尘。 STANDARD OPERATING PROCEDURES Subject　 : STANDARDS OF CLEANLINESS Pages : 3 of 4 主题清洁标准　　　　　　　　　　　页码 Policy No : HSKP-001 序号 HANGERS 衣架 Clean-no dust. Hooks not broken, hanger not chipped Correct number present. 干净无灰尘、挂钩无断掉，衣架无裂口，正确的数量。 WASTEBASKET 废纸篓 Clean-no trash, dirt, soil or hair. In good condition, no marks or scuff marks. 干净无垃圾、泥土、油渍或头发，状况良好，无擦伤痕迹。 VENTS 通风口 Clean - free of dust/dirt build-up. Secure.DOORS Clean-free of dust /dirt build-up. No dust inside door jam. Number clean and visible. Doorknob not loose. Finish intact. Thresholds are clean on all room doors, including　connecting doors. 干净无灰尘/污垢，安全门无灰尘、污垢。门把手无松动，连接门干净 CUPBOARDS 橱柜 Thoroughly dusted and clean inside. No fingerprints or(WHERE APPLICABLE) marks on outside surfaces, including handles. 干净无灰尘，外表无手印（适用任何地方）或污渍，包括把手。 SINKS 水槽 Clean, all chrome is shining(WHERE APPLICABLE) 干净、镀珞部分光亮。 REFRIGERATORS 电冰箱 Defrosted and thoroughly clean inside “fresh smelling”. (WHERE APPLICABLE) Make sure door is closed. 除霜彻底里外清洁，确保门关闭。 ASHTRAYS 烟灰缸 Clean-free of dirt, trash, ashes and smoking debris. Not cracked or chipped, high polished appearance. 干净无泥土、垃圾、灰烬和烟头，无破裂，外观明亮 CLOCK/RADIOS 闹钟收音机 In proper working order, not broken. Clean-free of dust。Clock works, set to correct time and alarm is off 工作正常，无坏掉，无灰尘，时间正确，闹钟关闭。 LIGHT SWITCHES 电灯开关 Clean-free of fingerprints and soil. Screws are intact. 干净无手印和油污，旋钮正常。 CLIMATE CONTROL BOX空调箱 Clean-no dirt or dust on top or sides of control unit. In proper working order. 顶部或控制部分干净无灰尘或污垢，工作正常。 ICE BUCKETS 冰桶　 Clean-no dirt, soil or water inside. No tears/rips on lid or ice bucket. Tray is clean. 外无污垢、油渍或水，冰桶或盖子无破损，托盘干净。 LUGGAGE RACKS 行李架 Clean-free of dust. Sturdy, straps secure, no hanging tring or threads. 无灰尘，皮带安全，结实安全，无悬吊的线绳。 ROOM SUPPLIES 房间补品 Properly placed in room. 放置正确的地方。 SINK/COUNTERS 水槽及台面 Clean-free of dust, soil soap scum and no body hair. 干净无灰尘、皂垢、肥皂泡和体毛。 BATHTUB 浴缸 Clean free of hair, body oils, no soap scum build-up. Grout Clean, no bacteria between grout. Grab bar is spotless. Tile is clean and gleaming. Tile routing is clean and white. 干净无头发、身体油脂、，无皂垢，无细菌，瓷砖干净靓丽，接缝处无干净。 FIXTURES 固定设施 Clean-no soap scum, hair, oil or dirt. Chrome is shiny and sparkling 干净无皂垢、头发、油渍或污垢，镀珞外表金属光亮。 STANDARD OPERATING PROCEDURES Subject : STANDARDS OF CLEANLINESS Pages : 4 of 4 主题: 清洁标准　　　　　　　页码 Policy No　编号 : HSKP-001 TOILET BOWL 抽水马桶 Clean-no body waste visible. Free of urine spots, dirt, soil. All parts clean, no hair. No hard-water rings or build-up　inside bowl. No soil in between toilet lid and seat (at　junction ). In proper working order. Basin is clean, toilet seat and lid is down, toilet in good working. 干净无明显的排泄物。无尿渍及污垢、所有部分都干净，无头发。无长流水，盖子和座位无污渍马桶正常工作，便池干净，马桶座与盖营放下。 GRAB BAR 把手 Clean-smudge free and polished dry. 干净有光泽。 FAUCETS 水龙头 Clean and shiny. No residual or build-up. Fixtures intact, Easy to turn water on and off. 干净有光泽，无残余物，使用开关水正常。 HEAT LAMP 浴霸灯 Clean-free of spots. In proper working order. 干净并正常工作。 STAINLESS STEEL COVERPLATE 不锈钢 Spotless and smudge-free. 无污物亮洁 BOTTLE OPENER 开瓶器 Spotless and smudge-free. 无污物 TOWEL RACKS 毛巾架 Secured to wall, not loose or falling. Clean and shiny. 安全不会掉落,干净有光泽. AMENITIES 低耗品 Neat and in proper place. Correct number present of each item. Boxes and bottles clean. 必须整洁的放在指定的地方，每种物品数量准确,包装干净. GLASSES杯子 Clean-free of watermarks and topped with glass caps. 杯子所有部分没有水迹. AMENITY TRAY 低耗品拖盘 Clean and spotless. 干净无污点 HALLWAY CARPET过道地毯 Spotless-free of debris and lint. 无污点，碎片，毛尘。 HALLWAY VINYL 过道 Clean- free of scuff marks or black marks. 干净无破损，污渍。 STANDARD OPERATING PROCEDURES Subject 主题 : LOST AND FOUND 失物招领 Effective Date 有效日期 : SEP.1,2004 Policy No 编号 : HSKP-002 Issued by 发出者 : RDM Page 页码： : 1 of 4 Approved by 接收人 :HOTEL Manager 酒店经理 Distribution 描述 : All Associates 全体员工 Objective:项目 To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner. 确保失物招领程序完全被执行，以便客人及时查找。 Policy Statement: 政策 It is the policy of Hotel that Employees are expected to check-out rooms thoroughly for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record information including their name, the room number and the date the item was found. Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes. :酒店政策规定酒店员工应彻底检查客人已退房的房间。所有财物需要妥善保管，员工应有效的记录相关信息，包括他们的姓名，房间号和在遗失物品的日期和物品的项目，然后，他们应将物品及时递交到失物认领处。 Procedure 1、LOST ITEMS 失物项目 Should any item be reported lost within the confines of the hotel, all inquires are to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items. 在酒店范围内任何失物都应报告，所有的都要求直接交到客房部办公室，客房部有责任登记和保管所有失主不明的失物。 2、These items must be logged and include: 这些项目必需记录写下来： Name & Address 姓名和地址 Item description 物品描述 Where lost, when and time 丢失地点和时间 Contact telephone number 联系电话 3、Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Guest Service Manager who will follow up with Housekeeping at the earliest opportunity. 那些客房部没有记录的项目，应进一步地去向报告保安部和客服经理询问，几小时后报告客服经理，客房部经理将跟踪此事。 STANDARD OPERATING PROCEDURES Subject : LOST AND FOUND Pages : 2 of 4 主题：失物招领页码： Policy No : HSKP-002 序号 4、FOUND ITEMS 建立项目 All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and recording purposes. The items in question will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Office’s safe. 所有的物品不管它是否有价值都要安全的保管并记录下来.如果没人来认领一般物品将保存90天,贵重物品将存在前厅保险箱内，保存期180天. At the end of these periods the items, if not claimed, will be returned to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed. 在最后周期如果客人没有回来认领，则返回给拾物人，如果失物人不要则转给慈善机构或销毁。 3、FOUND ITEM(S) 所失物品 the item is conveyed to Office Clerk in Housekeeping office. 服务员把失物交到办公室 The item and details surrounding its discovery are logged into

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