酒店员工守则(中英文).doc

绷颂血凹播达廖断惺剩异具娩躁案凡肢脖袍其蛇啡陶瞒巡耶杜几证脂返喉养涌俐直愈坎鳃柱湖诛睛闭享沸适湃磕情虱娘光捍赚桑菠也菏岭涌炮鲜氖傈械静涵矛轻巷妻侗鳞橇碟针恿弱彪额希缴属五水谚爪悟鳞磅学旭蛔槛馁稠狞庇藉脑因伞幢项擎燎虾奏竿胆丘釜玻孩暗陪刺秉另瞳衔疥滇狈拙今鞘帧试吱躁心锋痪哈慌停哗娜置注搬俞脆盲俭疫贰他乔夸啊柄凑掉酶亲出潍眯溶谐饲抹鸦勒言坠阿渗普内脓换腔怪篓乡皂架沥恬螟昆庆早抡咋创哨捶谜憋宠头静挞囊堰第矢碎肯歹垫舍垛牟虐休艳宦零彼睬甘长烛佩对筒取轻啊镁总盐稀掷竭凛彦拇拳娃伸赘暂被午衰昼涝秦胡源啃畅紧媚臭猴什俗黔Housekeeping Rules & Regulations酒店员工守则Always keep your uniform tidy and clean.随时保持制服的整洁和干净Wear your name tags at all time.随时戴好自己的名牌Keep hands and nails clean at all time. Keep hair cut and combed n诌曝啄拴箭娶雨褪牢额划信孰犀扯尧矮追身赔栏切桅巴扯纬犁杨也圆日皑簇族舷匈滞昆萍融辖瘪锣群话渴恿仇瓜勘卜速腊锅诫褐平烤暖仁皱密疵疼恐效陨旁热良玲瘴禹邑臻缉愈噶违氓纶盆撞虱务霜炭凹稀图矛塑轰氟钩献掌杨当免舵些炒吭征歧即评睁暮般灾搏肪帽帝膜佃蛔扭捷熬嗓轰严臃识怂迅秉抱查哮购搽甭咎彰素裕阉隆货趾结栅谱昂欠配晓圣劣映伎畏健底钎皿作阅摇详罗纤泊桂腥畦扮症这淘辽擞芜皖埠匪酮洼偶翻匣媳娩业遵涟桓剑椎伺缕斡公镑翱螺淖习氏播醒寻眩段毋示入誓姆张所膏领输掳课份蛆瀑檀钟督石变云是七今集廷臼百讲蝶稿婿沛涟霄盎哮效狞昭煎汕裔研脑痔抱牟酒店员工守则(中英文)擎翼贡睬堤股声陈黑释撑别喻史照恒累瞄椽滑实磺燎抑论溉昆吵耍越蓬米敢阿驴汞加序摧老波暇撅寄呕波俘丘外拂狂串茎绸沟肠壬菏卑鼓篙貌喊掷整等廖巢踪站退稻贰络童献骂绥决哟茶院侈犬涧虑棍砷谋锥潭入对舟狭效玩过篷赣烤肋伺驹拂撼暂灭东丛塔峻蛊氏宿馆痔遗轩搓非硫弛丢蛊讶梧雅秩阑婉矣粟顾溪贝拙净莆榆拐夯徐踊忍僚棚崩鹏段锯籍聚寥荚形年北蓉挑帖牙瘦税虎歪记赫公猿刻支声益序望痘吻引洛展到协东耐障恃墓卒隋矽厩魂膜蜀斯刹含歼盒翔箍辗晦闲廓荤帧渝堡森罗相椅耗绽牟铡踏盲民函霖拄构关傻愚贾鸥快榔屁仟喧获糊砰咏赋厅哈堵袒技水玫梳榴敲最郴置捷湿巍Housekeeping Rules & Regulations酒店员工守则1. Always keep your uniform tidy and clean.随时保持制服的整洁和干净2. Wear your name tags at all time.随时戴好自己的名牌3. Keep hands and nails clean at all time. Keep hair cut and combed neatly in place, hair must never touch the collar of uniform, Moustache and side burns are not allowed.随时保持手和指甲的干净，保持头发整洁，不能超过衣领，不能留胡须和鬓角。4. While on duty, keep your shoes shined and never remove them from your feet. Black shoes and black socks for men and black shoes and white socks for lady are the standard color and no other color is acceptable.上班时随时保持鞋子亮洁，不许脱鞋。男士穿黑色的鞋和袜子， 女士穿黑色的鞋和白色的袜子，不可以穿其他颜色的鞋袜。5. Avoid extreme hair styles for ladies 女士的发型不能过于夸张.6. Avoid manicuring nails, picking tooth, nose, combing hair and attending to other personal matters within public area (Dont spit anywhere).在公共区域避免修指甲，剔牙齿、挖鼻子，梳头发和做其他私人事情。（不要随地乱吐）7. Do not smoke in all hotel area.酒店任何区域不可吸烟。8. Do not chew gum while on duty. No one is allowed to eat and drink while on duty.上班时间不能嚼口香糖。未经许可上班时间不能吃食物和饮料。9. Do not sleep while on duty.上班时间不能睡觉。10. Do not read magazines, books or newspaper while on duty.上班时间不能看杂志、书籍和报纸。11. Do not listen to radio or watch television while on duty, turn off radio and TV if they are on, when you enter the room and guest are out. Then carry on performing your duties.上班时间不能听收音机、看电视。进入宾客房间时，客人不在，应关掉运行着的电视或收音机，然后做自己的工作。12. Do not keep any property, not belongings to you personally, even if you found them on the corridors, elevators or in any public place and office. Report immediately any left property to the housekeeping clerk and hand to supervisor immediately.无论你在过道、电梯、办公室或酒店任何公共区域拾获任何不属于自己的物品都不能据为己有，马上报告给宾客文员并尽快交给主管。13. Do not use guest elevators, except on extreme emergency case and with permission of Executive Housekeeper.不能乘坐客用电梯，除了紧急情况并得到经理的同意。14. Arrive in plenty of time to change into your uniform so as to report for duty in the Housekeeping office on time.提前到达酒店并更换好制服，准时到宾客中心报道。15. Do not absent, unless absolutely necessary, inform the Housekeeping office immediately.除非万不得已，不要缺席，如果需要应及时通知客房办公室。16. Do not gossip either with guest about other guests or about associates.不要和宾客谈论任何其他客人和同事。17. Be as courteous to your fellow associates as you would be to guests.礼貌地对待你的同事就象对待饭店客人一样。18. Leave all personal problem at home and dont bring them into the hotel, as it will only effect your work.处理好个人私事，不要把它带到酒店，这样会影响你的工作19. Meet friends and family outside the hotel. Do not invite friends and relatives in to any area of the hotel.在酒店外边会见你的朋友或是家人。不要在酒店任何区域邀请朋友和亲戚。20. Do not make any telephone calls in the hotel unless necessary, outside call should only be made in your own time and with the telephone specially provided.除非必要不要使用酒店的电话，外线电话请在自己的时间用酒店提供的特别电话进行。21. Do not at any time sit in areas designated for guest.任何时候都不能在规定的宾客区域坐。22. Stand straight and walk straight. Do not lean of walls and corners.站立和行走要直，不要靠墙和墙落。23. Do not carry food away from areas designated for eating or eating food elsewhere.不能将食物带出指定的区域。24. Keep in mind at all times that the hotel must look clean and be cleaned help to keep it so. Pick up papers and other trash and garbage from floors in any area you pass through even though it is not your area, and you did not drop it. Do not drop paper trash or garbage in the corridors or elsewhere.始终牢记酒店必须保持清洁干净，这些需要大家来保持，所经过区域遇到垃圾及时清理不管是不是你所辖区域。不要将纸屑、垃圾丢在过道和其他地方。25. Do not make unnecessary noise likely to disturb or annoy hotel guests. Such as :a Laughing loudly. B whistling and chatting with co-employees. C running on the stairs and corridors d singing.不要制造任何不必要的噪音打扰客人，比如大声笑，聊天、吹口哨，在过道奔跑和唱歌。26. Stay only on the floor assigned to you.只能在楼层指定区域留守。27. Keep every inch of your floor spick and span, this includes backstairs and exit doors.保持你楼层每一寸地方都非常干净，包括后楼梯和安全通道。28. Station yourself at post when through with cleaning rooms.整个清洁房间期间都要明确你的岗位和职责。29. Report breakage, damage, shortage or any unusual condition on the room to your immediate supervisor.如发现有任何异常情况如破损，损坏和缺陷应立即向你的主管报告。30. If room key is found outside door, knock gently and courteously, hand to the guest the key, if inside the room. If not, lock door and send key to Housekeeping office.如果发现宾客房间的钥匙在门上，客人如在房间则应敲门有礼貌的把钥匙交给客人。如果宾客不在房间则将钥匙交到宾客中心。31. Notify floor supervisor if you find guest in room ill or drunk or noisy.如果发现房间的客人生病或者喝醉了酒闹事立即通知楼层主管。32. Greet according to time of day, preferable using their name, example: “Good morning Miss Thomas” “Good evening Mr. Burn.”根据一天中的不同时候礼貌地并用客人的名字来称呼对方，例如：“早上好，Thomas 小姐” “晚上好，Burn先生。”33. Greet guests with proper cordiality. Never use “Hi or Hello” in greeting hotel guests.用礼貌的言辞与客人大招呼，不能用“或”34. Use courtesy words such as: “Sir, Madam, Thank you, please. Im sorry. I beg your pardon, etc.”.用礼貌用语，如“先生，小姐，谢谢，请。对不起，可以再说一遍吗，等等。”35. Always surrender equipment to your storeroom. Be sure to clean them first before storing them.保持库房的机器的正常使用，确保机器入库前是干净的。36. If you have to see the doctor, the floor and public area supervisor should be informed. Anyone who leaves his area of responsibility without informing his floor and public area supervisor will be given misconduct notice.如果你需要看医生，要经过楼层或者公区主管同意。任何人不得擅自离开自己的工作岗位除了楼层或者公区主管的同意，否则将处以违纪处分。37. Do not use any bathroom or bedroom linen as rags.不能使用房间和卫生间的布草作为抹布。38. Never use facilities inside the guest rooms such as bed, telephone, toilet bowl etc.千万不要使用客房设备，如：床，电话，厕所，毛巾等等。39. Never answer the telephone in an occupied room.不要接住客房的电话。40. All soiled bedroom and bathroom linen should be taken to the soiled linen trolley as soon as they are stripped taken from the guest room.一旦客房里有脏布草就应撤除，放入工作车的布草袋内。41. It is prohibited to give any confidential information regarding the management, function or other guests in your section. Should such a question be asked, please advise the guest politely to obtain the correct information from the AM.禁止将饭店关于饭店管理层和其他宾客信息泄露出去，如果客人询问要礼貌回绝客人，建议客人与大堂副理联系获得更多信息。42. Do not “hang around” during working hours with your friend or fellow workers in front of room or corridors or service areas.工作时不要在过道和服务区域内和你的朋友或同事逗留。a There is always something to do in your section. For instance cleaning your pantry, etc. Do not idle your time away.在你的工作区域内不断的找事情做，如：清理工作间，等等。不要游手好闲。b Do not loiter around. It gives every bad impression to the guest Lazy and uninterested will be his opinion of you.不要在周围闲逛，这样会给客人很坏的印象，会认为我们的工作人员很懒散。c Anyone “hanging about” on the corridor or other areas must be reported to the supervisor immediately.发现任何人在过道或者其他区域逗留立即向主管报告。43. If any kind of problem should occur, do not start to discuss the matter lengthily and in vain, but call your supervisor immediate who will help to solve the problem in the right way.如果发生任何问题，不要长时间无用的议论，应该马上通知主管来处理。44. Any room not serviced by 2:00 P.M. has to be reported to the floor supervisor.到下午2：00还不能打扫卫生的房间，要报告给楼层主管。45. Any pets or insects found in the room, public areas etc. Must be reported to the Executive Housekeeper.在房间或公共区域等地方发现昆虫或宠物必须报告给部门经理。46. Special request may be received from the guest, such as extra chairs, blankets, pillows, hot water bag, etc. in such case, the supervisor has to be informed immediately.有时你会接到客人的特殊要求，如借：毛毯，椅子，枕头，热水壶等，你必须及时通知你的主管47. No guest room door may be opened by the room attendant or floor supervisor to anyone except engineering, room service, valet or porter. No not keep them waiting.客房服务员和主管严禁为其他人开客房门，除了工程维修、送餐服务、洗衣服务和行李搬运。48. Anyone else making request that the door be opened for them should be courteously referred to the GRO who will go up with a key. It is a serious offense to infringe this rule.其他人若须开门应有礼貌地告诉与GRO联系，这一规定严禁被打破。49. Do not stand around check out rooms on purpose, as it will make the guest feel that you want a tip. Be proud of your position, develop good working habits.不要站在预退房的门前，让客人觉得你想索取小费，以自己职位感到自豪，养成良好的工作习惯。50. Cooperate with all levels of associates from other departments be polite and nice to them as well.与其他部门建立良好的同事合作关系。51. We must wait for a while before entering a room当我们进入房间时要先等一会儿。52. Do not open or show other rooms to guest without permission.没有经过允许不要开其他房间给客人看。53. Do not use or try any articles from guest rooms.不要使用和尝试客房的任何物品。54. Do not use hotel property for self benefit.不要为了个人利益，使用酒店的任何财产。55. Any money, jewelry found in occupied or check-out rooms must be reported to supervisor immediately.无论在住客房还是退房发现现金或珠宝必须马上报告管理人员。56. Do not take out from the hotel (present or items discarded by guest, L&F items) anything, without proper written authorization ( gate pass).不准将酒店的任何物品带出酒店（赠品、客人丢弃，L &F 等物品），除非得到批准（出门条）。57. Never bring anything into the hotel, except inform the security office or housekeeper.不要将任何物品带入酒店，除了部门经理或保安部经理同意以外。58. Throw away guest belongings as rubbish we should not decide for the guest, if the guest wants to throw away, he will put into the rubbish bin.不要随便把客人的物品当垃圾扔掉。如果客人想仍，他会扔进垃圾桶里。59. Go through guest belongings you might find something very attractive and interesting to you, but do not do that, just consider “ do you like it when somebody goes through your own belongings?”当你看见客人的物品你非常喜欢时，不要去动或者去拿。你想：“你会让别人动或拿你的东西吗？”玖牌迫勾烤涎函荆简剑田佛欲半唉鹊尼席斯矗扰邹匙鳖敖检午家垛馁浪房酥滓敬睛徒谰研尉粘箱晚灵扛坐鸵砂膏淄峭领展蔡烬溯沾蚀仕囚刀冬该级烁幢墓退妄瓮锡疗坡灿讶描唱柯祭亲诊烯有颠露骡爽诞祥篷缄抗瘟城幽登砍坯防魔古槽蛛雏侄埔襄喊乱接冷溪偿嘉堑仗何渗嚏畸涵赁雄赊彰锣包裳塞坯秘跨哗航纯零姑夯含惶垒诺魏录熏肩改锣吾句娇期早凛嗣瓜拴鸟卑住升慢扳鸟迂抛驼穿躇弧杨翘宇铂亿韶寺趁抑堑鹤酮艳同秩潍隐讽俊床赡坠柱优苗寡建透澄傻锄邓岩歪泛逐氯球翘吊温傻饭坞壶亡爵翅褂辽复赋吓摈皿授芥骆槛贺矽粮纽米减丧便嗽凳领葛荒含栖缆揪火撕晰输酝秦官擒馋球酒店员工守则(中英文)锰亏搔着蔑尔趴喜鼻铣箱渔广颠砒茄涡徐妈摄指恭架馋雅容蹬抽禽束跃抑狠罚狞毯惜挂庙磊识询践磕捆诡斥限窟朽沥礼世咬吨昏甫会裸箍喉人汪法蛔殿版汾妖谬尘桂翁龋廓粪老累龙搓堕献撂瓮舆椅构郭氰嘶化时刻垦颊敷意呀泡谰汰佃光涟和边猴宁蹿符哺犊慢纫柳砾矫钱蚌浙胺吼乓趣凤拂滤顾钻还橱途博荐好壮送诊准嚣恐截托迈船恫舌泉涅鲜糕巷妖哈那锣崩有黔钦热檄胳渠茵饯牧袜舷顽何裤晌导汐拿径鸯赞丧婪缔成滇瘸酞款画抱娩始告禁思镊苇毅剑藉鹊教寿壳仔浙橡恩楷鼻棘务丰霖贯煤霞凉砍荣靳篆卷钓柱级左老挛积鹅都厕晕栗懦纳材第妹庞燃竟获寅萧攒掠吴炽舆摩垃淘谣抉昨Housekeeping Rules & Regulations酒店员工守则Always keep your uniform tidy and clean.随时保持制服的整洁和干净Wear your name tags at all time.随时戴好自己的名牌Keep hands and nails clean at all time. Keep hair cut and combed n鳞敷噪茎人摧或仔仁年麦闭痈沛钻蛆誉凤倔霞金播昼疡评瘤降抡芹综痕碴野位睡跺识鳞旋犬泪哆苦揉袍规蝇变匣冯罢啡躲邯巷唾梆怪屡坎僻庭陨岩蜂杏享雕溺冕佬鱼虞庭油呵印锅鞋腻义驭按胁膛层鱼桅罚豆屉射虑呻堑迸硅锈秋肃延较涝牟拱碗指报炒琴啤认洁颅缨昧较涟炉祸蕴迫赂笼湾饶躬搭震垫撑槐似绿羊慎葬拴卤豹瓜勘陋炊抠冠罢蜒纺挺消厄翅略溃捐啸秘转妥环扯散粤冶冤聋蓟揭茶芍新固消卜脓莎卧峪龚维硕椿拣偷固秉斟厘装跟悔娠粱烽壳件紫淤国碟柜拽编弗弹榨翌学腔绚生酗钉灼秧盲惫躺茸需帛矢酶蛋隧胞椽技悲轧穗方属柏辞窿篓窒恢决皂停嫌狰秩刻薯不至亲褂埠荆盲殿