客房部培训资料.docx

STANDARD OPERATING PROCEDURES

标
准
工
作
程
序

HOUSEKEEPING

DEPARTMENT

客
房
部

GENERAL 总述

Task No: Description

1. Grooming and Appearance
仪表仪容
2. Check Uniform and How to Grooming Standards
制服检查及仪表仪容标准
3. Body language and attitude
肢体语言及态度
4. How to Conduct Briefing
怎样主持例会
5. Communicate with Housekeeping Department
与客房部沟通
6. How to Greet the Guest
怎样问候客人
7. Dect phone Control
小灵通电话管理
8. Occupational Health and Safety
职业健康卫生及安全

HOUSEKEEPING OFFICE&GUEST FLOOR 客房办公室及客房服务

9 Lost and Found Procedure
失物招领程序
10. Monthly Linen Inventory
月度布草盘点
11. Master Key Sign Out Procedure
万能钥匙签领程序
12. Sign in Procedure
签到程序
13. Sign out Procedure
签退程序
14. Guest Room Amenities & Supplies Set-up
客用品配放
15. “Do Not Distribute” Procedure for Rooms
房间“请勿打扰”程序
16. Clean Room Procedure
清洁房间程序
17. How to Clean Electric Kettle
怎样清洁电水壶.
18. How to Clean the Glasses
怎样清洁玻璃杯
19. How to Clean Ice Bucket
怎样清洁冰桶
20. How to Change Pillow Case
怎样更换枕套
21. How to remove laundry wooden boxes / hangers
撤出送衣篮及衣架
22. Reporting to the Guest Floor
到楼层报到
23. How to make up bed
怎样做床
24. How to Clean the Bath Room Floor
怎样清洁浴室地板
25. How to Clean the Mini Bar
怎样清洁小酒吧
26. How to Dust the Furniture
怎样给家具擦尘
27. How to clean the mirror
怎样清洁镜子
28. How to Clean the Bath Tub
怎样清洁浴缸
29. How to Clean Shower Room
怎样清洁淋浴间
30. How to Clean the Bath Room Wall
怎样清洁浴室墙面
31. How to clean the vanity top and hand basin
怎样清洁面台和面盆
32. How to Clean / Polish the Bathroom Fittings
怎样清洁和抛光浴室电镀配件
33. How to Clean the Toilet Bowl
怎样清洁马桶
34. How to Vacuum the Carpet
怎样给地毯吸尘
35. How to Clean the Telephone Set
怎样清洁电话机
36. How to Handle Wake up Call
怎样处理叫醒服务
37. Guest Shoe Shine Service
擦鞋服务
38. Safe Deposit Box needs to be opened in Checked out guest room
当客人离店后要检查保险箱必须打开
39. How to Handle the Left Guest Room vine card
怎样处理无用的客房钥匙卡
40. Extra Bed and Baby Cot Procedure
加床和婴儿床处理程序
41. Guest Laundry Pick up During Room Check
查房同时收取客衣
42. Guest Laundry Pick up Requirement via Receiving Call
客人电话要求收取洗衣
43. Fold Towel
毛巾的折叠
44. How to Remove Room Service Basket
怎样撤出送餐的餐具
45. How to Clean Guest Floor Corridor
怎样清洁走廊
46. How to Assist Guest with Luggage/Parcel
怎样协助运送客人行李
47. Mini-bar consumption check
小酒吧消耗检查
48. Mini-bar daily replenishment
每日补充小酒吧
49. How to Handle “Open Door” Request
怎样处理开房门的请求
50. Breakage, Loss and Damage Procedure
遗失损坏处理程序
51. How to Check Guest Floor Corridor
如何检查走廊
52. How to Inspect Bathroom
如何检查卫生间
53. Care and Handling of Guest’s Belongings
小心照看客人财产
54. Returning Keys and Worksheet
交还钥匙和工作表
55. Check into Housekeeping Office
在客房部办公室报到
56. Vacuum carpet after washed
洗过地毯后的吸尘
57. How to Escort Guest to Elevator
怎样护送客人至电梯
58. Cleaning chemical using in Housekeeping
客房部常用的清洁剂
59. How to polish wooden surface
如何给木制表面抛光
60. How to use and clean a vacuum cleaner
如何使用和清理吸尘器
61. Guest Laundry Emergency
紧急洗衣
62. Super clean program
超级清洁程序
63. One Entry Room System
一次进入房间
64. Zero Room Defects
零缺陷的房间
65. Turn down Service
开床服务

PUBLIC AREA 公共区域

66． Push brush sweeping
扫地
67． Dust mopping
推尘
68 Wet mopping
湿拖
69 Wall washing by hand
手工洗墙壁
70 How to Clean the A/C Grill
怎样清洁空调口
71 How to shampoo carpet --- extraction
抽洗地毯
72 How to Clean Upholstery Fabric
怎样清洁沙发及软包墙面
73 How to Clean Wall-paper
怎样清洁墙纸
74 Cleaning of Office
清洁办公室
75 Cloak Room Procedure
衣帽间的程序
76 Staircase cleaning
清洁楼梯
77 How to clean windows
怎样清洁窗户
78 Stone floor scrubbing
擦洗石制地面
79 Locker room cleaning
更衣室的清洁
80 How to polish wooden surface
如何给木制表面抛光
81 How to use and clean a vacuum cleaner
如何使用和清理吸尘器
82 Dry foam shampoo on carpet
干洗地毯
83 Cleaning of outlets
各餐饮场所的清洁
84 Inspection of back of house
后区的检查
85 Cleaning of lobby
大堂的清洁
86 PA. Store room
PA的仓库
87 Cleaning supplies and equipment return
返还清洁用品及设备
88 How to clean urinal bowel
怎样清洁小便池
89 How to polish brass
怎样给铜器抛光
90 How to clean skid proof and dustproof pad
如何清洁防滑垫及防尘垫
91 How to crystallization for marble floor
怎样给大理石地面做晶面处理
92 How to maintain and clean leather surface
如何保养和清洁皮革表面
93 How to clean telephone
怎样清洁电话
94 Cleaning of pantry/store room
清洁工作间和储藏室
95 Washroom Care
公共卫生间的清洁
96 Check into public area service associates
PA员工报道的检查
97 Prepare daily work allocation
准备日常工作分配
98 Lobby inspection
大堂的检查
99 Inspection of lifts
检查电梯
100 Inspection of restroom
检查洗手间
101 Inspection of outlets
检查各餐饮场所
102 Inspection of back stairs
检查后楼梯
103 Inspection of pantry/store room
检查工作间及储藏室

UNIFORM DEPARTMENT 制服室

104 Guest Laundry Check
检查客衣
106. How to handle discrepancy
如何处理差异
107. Damage Laundry Confirmation
确认破损
108. Guest Laundry Deposit Service
客衣存放服务
109. How to handle guest laundry express and pressing service.
如何处理加快服务及熨烫服务
110. Guest laundry delivering
返还客衣
111. D.N.D Room Guest Laundry Service
D.N.D房间客人洗衣服务
112. Guest complaining handling
处理客人投诉

Housekeeping – Policies & Procedures Manual
客房部 - 制度和流程指南

Subject:
GROOMING AND APPEARANCE
主题：仪表仪容
Ref:
参考号：RMS- HSKP-SOP-001
Prepare by: Director of Rooms Division
起草：房务总监
Date:
日期：2007-08-28
Approved by: General Manager
批准：总经理
Date:
日期：2007-08-28

OBJECTIVE 目的
Maintain a clean, tidy and fresh appearance during your work.
在你的工作中保持干净，整齐，清新的外貌

PROCEDURES 流程

-Keep clean and be optimistic during work time.
在工作时间保持干净及乐观的态度
-Make self-check and grooming check at any time.
随时进行仪表仪容的自我检查
-Wear tidy uniform with all buttons buttoned up. Pay attention not to roll up cuffs or sleeves.
穿系好纽扣的整齐的制服，不能挽起衣袖
-Change the uniform in time if it is stained, crumpled, dirty or smelly.
及时更换有污渍，褶皱，脏的，有异味的制服
-Wear your name tag correctly with your uniform, the name tag is part of your uniform.
将名牌别在制服正确的位置，名牌也是制服的一部分
-Pay attention that uniform has no damages.
留意制服不要有破损
-Wear shoes and socks as issued:
穿规定的鞋袜
-Black shoes and black socks for male.
男士穿黑鞋黑袜
-Black shoes and neutral color stockings for female.
女士穿黑鞋肉色长袜
-Check your shoes: shoes should be clean, polish and in good condition.
检查你的鞋：是否干净，光亮，并处于完好状态
-Check your socks and stockings: they should be clean, odor free and no holes.
检查你的袜子：是否干净，无异味和破洞
-Check your uniform: it should be clean, well pressed and have no tears or damage,
No missing buttons.
检查你的制服：是否干净，熨烫整齐，无破损或纽扣丢失

Housekeeping – Policies & Procedures Manual
客房部 - 制度和流程指南

Subject: CHECK UNIFORM AND HOW TO GROOMING STANDARDS
GROOMINGANDAPPEARANCE
主题：制服检查及仪表仪容标准
Ref:
参考号：RMS- HSKP-SOP-002
Prepare by: Director of Rooms Division
起草：房务总监
Date:
日期：2007-08-28
Approved by: General Manager
批准：总经理
Date:
日期：2007-08-28

OBJECTIVE 目的

Ensure that our staff always maintains a good appearance during work Make sure standards are followed at all times.
确保我们的员工在任何工作时间内保持良好的仪表仪容

PROCEDURES 流程

-Supervisor have to check their associate’s uniform and grooming in the briefing and conduct spot checks any time during the day during work
主管在例会时需检查他们员工的制服和仪表仪容，并在工作时间随时抽查
Standards
标准
-The uniform pressed without stains, tears and odor
制服熨烫整齐，无污渍，破损，异味
-Button up all buttons
系上所有纽扣
-Don’t roll up sleeves, to change if the uniform does not fit
不要卷起袖口，如果不合适就去更换
-Wear name tag correctly.
正确的佩戴名牌
-Black shoes and socks for male black shoes and body color socks for female. Ensure that shoes and socks are without tears or damage To check grooming and appearances.
男士穿着黑色鞋袜，女士穿着黑色鞋子，肉色丝袜。并检查确保无破损
-Hair to be combed and brushed For male, the hair should not cover eye brow and the back should not touch collar or be over the ears.
男士头发须梳理整齐，前不得过眉，后不得过衣领，鬓角不得盖过耳朵
-Make sure arrival at Office is 15mins in advance.
提前15分钟到办公室

-For female, long hair should be coiled up at the back wit hairnet, short hair should not cover the shoulders, and all hair pins are to be black in color.
女士长发要用发网盘起，短发不过肩，发卡只限于黑色
-Nails should be closely trimmed, nail polish is allowed but in natural color only
指甲油只限于透明色，并保持光亮和平整
-Large or hanging earrings are not allowed, bracelet chain is also not allowed.
夸张和悬挂式的耳环是不允许的，手镯也是不被允许的
-No rings except engagement or marriage ring
不可戴戒指，订婚或结婚戒指除外
-Remind associates to check for bad breath.
保持口腔无异味
-Supervisor will also be responsible to spot check PA Cleaner’s uniform, appearance and to correct it at any time during working time
主管要在工作时间随时抽查PA员工的制服，仪表
-Pay particular attention to check if their uniform is worn correctly, such as if any buttons is opened, if the sleeves are rolled up etc
检查制服时要注意细节，例如纽扣没系好，袖子卷起来等
-Keep reminding PA Cleaners to pay attention to their appearances.
提醒PA员工注意他们的外表
-

Housekeeping – Policies & Procedures Manual
客房部 - 制度和流程指南

Subject:
BODY LANGUAGE AND ATTITUDE
主题：肢体语言及态度
Ref:
参考号：RMS- HSKP-SOP-003
Prepare by: Director of Rooms Division
起草：房务总监
Date:
日期：2007-08-28
Approved by: General Manager
批准：总经理
Date:
日期：2007-08-28

OBJECTIVE 目的
Good and polite manner shows respect to our guests.
良好及礼貌的举止显示我们对客人的尊重

PROCEDURES 流程

- -Maintain good manners at any place and at any time when at work, pay attention to your cleanliness. Wear your name tag at all times.
工作期间在任何时间，地点保持良好的礼貌，注意个人清洁，佩戴名牌
-Do not put your hand into your Pockets.
手不要插在兜里
-Do not lean against the wall at any time.
任何时间不要倚靠着墙站着
-Do not smoke, pick teeth, spit or clean your nails in public.
在公共场所不许抽烟，剔牙，吐谈或剪指甲
-Walk quickly but not run.
走路要快，但不要跑
-When walking shoulder to shoulder with guests, let guest go first.
当与客人并排时，请客人先走
-When talking with guest, be polite and smile.
当与客人谈话时要有礼貌并保持微笑
-Maintain a respectful distance with guest when speaking.
与客人谈话要保持一定的距离
-Stand straight, never cross your arms.
要站直，双臂不能交叉在胸前
-Maintain eye contact with guest.
保持与客人的眼神接触
-Listen earnestly to guest and do not disturb when guest is talking.
当客人说话时要认真听，不要随便打断。
-Do not bring bad mood to work. Politely provide your best service.
不要带着情绪工作，要优雅的提供你最好的服务

Housekeeping – Policies & Procedures Manual
客房部 - 制度和流程指南

Subject: HOW TO CONDUCT BRIEFING
主题：怎样主持例会
Ref:
参考号：RMS- HSKP-SOP-004
Prepare by: Director of Rooms Division
起草：房务总监
Date:
日期：2007-08-28
Approved by: Hotel Manager
批准：酒店经理
Date:
日期：2007-08-28

OBJECTIVE 目的

Check and ensure that all required work can be covered in order to meet all standards and
ensure guest delight To create a good work
检查并确保所有必需的工作符合标准，确保创造一个良好的工作环境

PROCEDURES 流程

-Check your associates according to Sign-in sheet and schedule.
检查你的员工是否按时签到
-Greet your associates by saying “NinHao”
问候你的员工“您好”
-Check each of your associates appearance and grooming .
检查你每个员工的仪表仪容
-Check name tags and correct any standards that are not met.
检查名牌是否符合标准
-Take all the necessary reports and log books to conduct the morning briefing.
主持例会，报告必要的事项及交接本所记录事宜
-Meet associates all together in housekeeping office.
在客房部办公室跟员工一起会面
-Ensure that everyone has a pen to take notes.
确保每个人用笔记录下相关事宜
-Discuss special tasks for the day.
讨论当天特别工作安排
-Discuss guest and VIP arrivals and special remarks.
讨论预抵的客人及VIP，和特别的注释
-Discuss any group arrivals.
交待所有预抵的团队事宜
-Discuss any guest’s special requests and projects.
交待任何客人特别的要求和计划
-Review guest comments.
回顾客人意见
-Discuss any problems that arose.
讨论任何可引发的问题
-Review any follow-up that needs to be done
回顾任何需要跟办的事项
-Inform associates of any special events, banquet events, and general hotel events.
告知员工所有事件，宴会，及常规的酒店活动
-Before ending the briefing check whether associates has any questions and that they know what to do.
在例会完毕之前，要问员工是否有问题，及他们是否知道该怎么做
-Check your associates for clear understanding of assignments.
检查你的员工是否完全明白他们的工作分配
-Ask if any thing is unclear.
如果有任何不清楚就问
-Get feedback or suggestion from your associates.
你的员工要有反馈或建议
-Report any major concerns to the AM.
汇报主要的顾虑给副经理
-Always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training.
为改进工作，经常在员工的日常工作区域进行15分钟以内的简短培训

Housekeeping – Policies & Procedures Manual
客房部 - 制度和流程指南

Subject:
COMMUNICATE WITH HOUSEKEEPING DEPARTMENT
主题： 与客房部沟通
Ref:
参考号：RMS- HSKP-SOP-005
Prepare by: Director of Rooms Division
起草：房务总监
Date:
日期：2007-08-28
Approved by: General Manager
批准：总经理
Date:
日期：2007-08-28

OBJECTIVE 目的

Ensure communication with guest and colleague so as to show our sincerity and respect to him/her.
确保讯息传达给客人和同事，并表示出我们的真挚和尊敬

PROCEDURES 流程
-Housekeeping Office takes important role in communicating with guests or among departments. If it does not work well, it will affect service quality, work efficiency and hotel reputation.
客房部办公室在与客人及部门的沟通中扮演极为重要的角色。如果不能运作良好的话，将会直接影响服务质量，工作效率及酒店声誉。

-When the telephone rings, you should stop all work to answer the telephone (within 3 rings).
当电话铃响起时，你要停止手边一切工作，在3声之内接起它

-When answering the telephone, speak politely: NinHao,This is xxx from Housekeeping, may I help you. ”