豪生酒店管家部标准运作程序手册-—全册.doc
《豪生酒店管家部标准运作程序手册-—全册.doc》由会员分享,可在线阅读,更多相关《豪生酒店管家部标准运作程序手册-—全册.doc(104页珍藏版)》请在咨信网上搜索。
1、STANDARD OPERATING PROCEDURESPOLICY NO.SUBJECT项目HSKP 001Standard Of Cleanliness清洁标准HSKP 002Lost and Found失物招领HSKP 003Entering Guest Rooms进入客房HSKP 004Floor Attendant Services客房服务HSKP 005Shoe Shine Service擦鞋服务HSKP 006Guest Request Items客人需求项目HSKP 007Babysitting 托婴服务HSKP 008Guest Belongings客人财产HSKP 009
2、Room Wait Requests等候要求HSKP 010Shift Briefing班会HSKP 011Work Orders客房维护HSKP 012Allowing Access To Guest Rooms允许进入客人房间HSKP 013Gratuities / Tips赠物、小费HSKP 014Attending To Guests In Public Restrooms做好客用休息区卫生HSKP 015Chain Of Command行政管理 HSKP 016Holding Open And Securing Guest Room Door 客房安全HSKP 017Reasonab
3、le Job Requests 合理的工作分配HSKP 018Key Control Procedure钥匙控制程序HSKP 019Leaving Work Area Without Authorization未经批准擅离工作区域HSKP 020Telephone Skill电话技巧HSKP 021Cleaning The Public Telephone公用电话清洁HSKP 022Cleaning Furniture家具清洁HSKP 023Cleaning The Guest Corridors楼层过道清洁HSKP 024Providing Turndown Service夜床服务HSKP
4、025Cleaning Service Areas And Emergency Stairway服务区和应急区的清洁HSKP 026Sweep Log清洁记录HSKP 027Handling Guest Laundry处理宾客洗衣HSKP 028Uniform Room Procedures制服程序HSKP 029Handling Guestroom Trash客房垃圾处理HSKP 030Empty the Wastebasket清除垃圾HSKP 031Vacuuming of Public Areas公共区域吸尘HSKP 032AM/PM Discrepant Rooms Report早中班
5、房态差异报告HSKP 033Definition of a Guest宾客诠释HSKP 034Handle Guest Complaints处理客人投诉HSKP 035Job Safety岗位安全HSKP 036Personal Safety个人安全HSKP 037Priority Cleaning优先清洁HSKP 038Do Not Disturb请勿打扰HSKP 039Guest Room Security房间安全HSKP 040Room Service Trays Removal送餐餐盘撤出STANDARD OPERATING PROCEDUREPOLICY NO.SUBJECT项目HS
6、KP 041Housekeeping Department Hygiene and Grooming Standard房间清洁和卫生标准HSKP 042Guest Room Cleaning房间清洁HSKP 043Make A bed做床HSKP 044Bathroom Cleaning卫生间清洁HSKP 045Proper Behaviour for Housekeeping Staffs客房员工正确行为举止HSKP 046Use A Vacuum Cleaner吸尘器的使用HSKP 047Handling baby Crib / Cot处理婴儿床HSKP 048Regular Turndo
7、wn Service夜床服务规范HSKP 049Executive Floor Lounge Cleaning Hours行政楼层工作时间HSKP 050Flower Ordering /Arrangements鲜花订购、安排HSKP 051Executive Floor Guests / VIP Flower Ordering/ Arrangements行政楼层客人/VIP 鲜花订购安排HSKP 052Executive Floor Guests / VIP Turndown Service行政楼层/VIP开夜床服务HSKP 053Cleanliness & Hygiene清洁及卫生HSKP
8、 054Daily Check List每日检查表HSKP 055Equipment Usage设备使用HSKP 056Newspaper & Magazines报纸和杂志HSKP 057Reception Service迎宾服务HSKP 058Towels毛巾HSKP 059Administration管理HSKP 060Quality Control质量控制HSKP 061Normal, Express and Pressing Service一般,特殊和熨烫服务HSKP 062Guest Laundry Pick Up & Distribution收送洗衣服务HSKP 063Handli
9、ng Clean Linen干净布草的处理HSKP 064Soiled Linen Handling脏布草的处理HSKP 065Room Linen Discard Procedures布草报损程序HSKP 066Receiving of Uniform & Linen from Supplier更换制服,补充布草HSKP 067Storage of Chemicals药水储存HSKP 068Machinery机器HSKP 069Linen Room attendant & Its Function布草服务员及其职能HSKP 070Floor Linen Control 楼层布草控制HSKP
10、071Linen & Uniform Inventory布草制服盘存HSKP 072Uniform Control制服控制HSKP 073Receiving of Uniform 换制服HSKP 074Issue Uniform to Banquet 发放宴会制服HSKP 075Issue F & B Linen发放餐饮布草HSKP 076Processing Linen布草处理STANDARD OPERATING PROCEDURESSubject项目STANDARDS OF CLEANLINESS 清洁标准 Effective Date有效日期16、JULY 2004Policy No 序
11、号HSKP-001 Issued by发出者 RDMPage页码 1 of 4Approved 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
12、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 CLEA
13、NLINESS.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
14、 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
15、。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 inta
16、ct. 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 freeof marks.按照正确的工作方法,油漆家具完整无缺、室内清洁干净
17、,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 PROCEDURESSubject : STANDARDS OF CLEANLINESSPages: 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, c
18、lean, 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
19、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 o
20、r smudges. Bulbs correct wattageand 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 securelylocked 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Comp
21、lete 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.Tr
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 酒店 管家 部标 运作 程序 手册
1、咨信平台为文档C2C交易模式,即用户上传的文档直接被用户下载,收益归上传人(含作者)所有;本站仅是提供信息存储空间和展示预览,仅对用户上传内容的表现方式做保护处理,对上载内容不做任何修改或编辑。所展示的作品文档包括内容和图片全部来源于网络用户和作者上传投稿,我们不确定上传用户享有完全著作权,根据《信息网络传播权保护条例》,如果侵犯了您的版权、权益或隐私,请联系我们,核实后会尽快下架及时删除,并可随时和客服了解处理情况,尊重保护知识产权我们共同努力。
2、文档的总页数、文档格式和文档大小以系统显示为准(内容中显示的页数不一定正确),网站客服只以系统显示的页数、文件格式、文档大小作为仲裁依据,平台无法对文档的真实性、完整性、权威性、准确性、专业性及其观点立场做任何保证或承诺,下载前须认真查看,确认无误后再购买,务必慎重购买;若有违法违纪将进行移交司法处理,若涉侵权平台将进行基本处罚并下架。
3、本站所有内容均由用户上传,付费前请自行鉴别,如您付费,意味着您已接受本站规则且自行承担风险,本站不进行额外附加服务,虚拟产品一经售出概不退款(未进行购买下载可退充值款),文档一经付费(服务费)、不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
4、如你看到网页展示的文档有www.zixin.com.cn水印,是因预览和防盗链等技术需要对页面进行转换压缩成图而已,我们并不对上传的文档进行任何编辑或修改,文档下载后都不会有水印标识(原文档上传前个别存留的除外),下载后原文更清晰;试题试卷类文档,如果标题没有明确说明有答案则都视为没有答案,请知晓;PPT和DOC文档可被视为“模板”,允许上传人保留章节、目录结构的情况下删减部份的内容;PDF文档不管是原文档转换或图片扫描而得,本站不作要求视为允许,下载前自行私信或留言给上传者【w****g】。
5、本文档所展示的图片、画像、字体、音乐的版权可能需版权方额外授权,请谨慎使用;网站提供的党政主题相关内容(国旗、国徽、党徽--等)目的在于配合国家政策宣传,仅限个人学习分享使用,禁止用于任何广告和商用目的。
6、文档遇到问题,请及时私信或留言给本站上传会员【w****g】,需本站解决可联系【 微信客服】、【 QQ客服】,若有其他问题请点击或扫码反馈【 服务填表】;文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“【 版权申诉】”(推荐),意见反馈和侵权处理邮箱:1219186828@qq.com;也可以拔打客服电话:4008-655-100;投诉/维权电话:4009-655-100。