1、1星级酒店客房部标准工作程序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 Contro
2、l 小灵通电话管理8. Occupational Health and Safety职业健康卫生及安全HOUSEKEEPING OFFICE put hands in pocket when working. Stand straight and do not slouch.不要卷起袖子，或手插兜。站直不要懒懒散散的-Greet the guests with smile and in a clear voice & say“NINHAO”微笑着问候客人，用清晰的声音说“您好”-Stop walking or working.停止走路或工作-Smile.微笑-Make eye contact
3、with the guest.跟客人有眼神的接触-Stand straight.站直-Let guest go first.让客人先走-To greet the guest by saying“NINHAO”Use guests name if you know.问候客人要说“您好”尽量称呼客人姓名13Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: DECT PHONE CONTROL 主题：客房小灵通电话的管理Ref: 参考号：RMS- HSKP-SOP-007Prepare by: Director of Roo
4、ms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的Ensure dect phones for associates have enough functions to provide efficient service.确保员工的电话功能良好，可以提供有效的服务PROCEDURES 流程-All housekeepings dect phone is kept in the phone cabinet in the Housekeeping
5、 office.The issue and return of dect phone is overseen by the HSKP Office coordinator. A daily inventory is required.所有客房部小灵通电话必须保管在办公室电话柜里，有文员负责发放和回收，并每天必需盘点-Dect phone are issued by the HSKP. Office coordinator from the housekeeping office when the Associates sign-in.当服务员签字后，文员才能从办公室发放-Dect phone
6、issue record is kept together with the attendant sign-in/out sheet.所有小灵通电话发放记录都必须在员工签到本上-Check the dect phone for any damages or malfunction.检查小灵通电话的任何损坏或故障-Clip on waist belt after receiving the dect phone 收到电话后要别在腰带上-Dont turn off the dect phone till you are off duty and return it to HSKP Office.当
7、你上班时或还回办公室之前，不许关掉小灵通电话-Do not put inside uniform pocket.不要将小灵通电话放在制服口袋里-Return call immediately when your dect phone is beeping当你的小灵通电话响时，要立即回电话-If the paging is by code message, return call to HSKP office after completing the task. To inform the Office that the task has been done.如果是密码短信，当完成这个任务后，要
8、回复办公室，这个工作已完成-Do not turn off the dect phone while on duty. Even during duty meal, return call immediately when being paged.14上班时间不要关掉小灵通电话，甚至在吃工作餐期间也一样，如果电话响了，立即回电话-Any code messages you cannot do for any reasons, you should return a call to HSKP. Office immediately to inform and ask for help.任何原因导
9、致你不能去做的密码短信，你可回电给办公室通知她或寻求帮助-All dect phones are returned to HSKP office when off duty.下班时还回所有小灵通电话-Office coordinator should take An inventory of all dect phones at every shift end and hand over to the next shift Office coordinator.文员必须清点每个班次的小灵通电话，并且要交接给下一个班次的文员-Make sure no dect phones is returne
10、d with damages.确定没有还回的小灵通电话是损坏的-All defects on dect phones should be reported to the Office coordinator所有小灵通电话的缺陷故障要汇报给文员-If a dect phone is not working, the Office coordinator should contact the telephone DeptManager.如果小灵通电话不能工作，文员要联系总机主管-Any dect phones that are sent out for repair should be noted
11、.所有送去维修的电话必须记录-The regular holding place of the dect phone should have a note advising the date and condition of the missing dect phone.通常在放置小灵通电话的地方，须有记录遗失电话的日期和情况的记录Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: Occupational Health and Safety 主题：职业健康卫生及安全Ref: 参考号：RMS- HSKP-SOP-008P
12、repare by: Director of Rooms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的Take care your health and safety first健康安全第一PROCEDURES 流程-Read and understand the instruction of all kinds chemical阅读和理解所有类型的药剂15-Be sure you understand and how to use pro
13、duct确保你明白和如何使用-Always try little area to see the effect永远先试一点的区域看看效果-Incase drop into you eyes, have to wash immediately or see doctor万一不慎入眼，立即清水冲洗并看医生-Do not bare hand to use strong chemical. e.g. “Rust Go” ( a kind of strong chemical to remove the yellow mark)不要裸手使用比较厉害的药剂，如“Rust Go”（一种强去渍剂，去除黄斑的）
14、Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject:LOST AND FOUND PROCEDURE主题： 失物招领程序Ref: 参考号：RMS- HSKP-SOP-009Prepare by: Director of Rooms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的To unify the administration ofLost and Found to
15、ensure the safety of guests belonging is to show respect to guest统一管理失物招领，确保客人财产安全显示出我们对客人的尊重PROCEDURES 流程Any Lost and Found item is to turned into the Housekeeping office immediately. 任何失物必须及时交道客房部办公室-Housekeeping Office is responsible for the administration of all Lost and Found客房部办公室负责管理所有失物招领事宜-
16、Anything in a C/O room should be treated as L&F item Call Housekeeping Office immediately when any item is found. The guest may call to inquire at all times.任何离店房被发现有遗留物品时必须马上给客房部办公室打电话，客人也许会随时来询问-Housekeeping Department clerk should record it on the L&F record sheet.文员必须如实记录在相关单据上-Hand it over whil
17、e you go for lunch. Never put any found item at the pantry.当你吃饭时遗留物品要做交接，千万不要随便放在工作间-When turning in the Lost and Found, please note the accurate place or room number where item is found. Pls. sign on the L&F sheet for acknowledgement, handover the item to Office.上缴遗留物品时要写清正确的房号或位置，并签字确认，在交接给办公室16-D
18、ont leave any Lost and found item on the floor pantry or in other locations. All items must be turned in to the Housekeeping Office at your lunch time or whenever you go down to Office.不要有任何遗留在楼层工作间或其他地方，所有失物必须及时上交，你可以在吃饭的时候带到办公室或当你有事去办公室的时候带下来。-If you have any questions about Lost and Found, you sh
19、ould contact your Supervisor right away.如果你对失物招领有任何疑问，你可以马上联系你的主管-In order to handle inquires and ease of locations, the Administrative Associate of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, guests name, the articles name and the
20、 finder for all items.为了处理询问和方便定位，客房部管理人员有责任制定失物招领登记簿，内容包括：日期，地点，客人姓名，物品名称，和发现人-All details must be recorded down right away after she/he receives call from Guest Assistant Manager of reporting当他/她收到来自值班经理的电话时要汇报所有的被记录下来的细节-Register all the information in the Lost and Found form and attached it to t
21、he bag. Pay attention to attach it securely to avoid losing it.登记所有的讯息在失物招领单上，并附在装物品的袋子上，要注意的是系牢固不要丢失。-Also enter all information in the computer system to assist with guest inquiries.同样也要把所有讯息录入电脑系统，以便协助客人查寻-To ensure the safety of the guest belongings, valuable articles such as cash, wallets, came
22、ras, etc. should be stored in the safe in Duty Manager of Front Desk.确保客人财产安全，贵重物品如现金，钱包，相机等，要存在前台的保险箱内-Ensure the cleanliness of guests clothes and give the clothes which are washable to the Laundry Department.确保客人衣物的清洁，可以将它们交洗衣房洗涤-Office Administrative办公室行政管理Associate of every shift should submit
23、the Lost and Found in the store room within that day. Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.任何班次的员工要在当天交遗留物，遗留物品不许在办公室无人照看，应存入失物招领库房-Pay attention to place items based on the order of the date.注意排放物品要按照日期-
24、When guests claim the lost Items, the Administrative Associate should inquire about he time, the place, and the characteristics of the lost item.当客人要认领失物时，相关负责人员要查问他时间，地点，及物品特征-The identity card or passport should be presented by the guest while the claiming process is on At the end, the guest shoul
25、d be politely requested to sign for receipt of the Lost and Found item. See Lost & Found claim form.客人认领物品时要出示身份证或护照，并礼貌的请他签收，见失物招领单。-If guests stay in the hotel, you can inform the Front Office Administrative Associate to send the Lost and Found to the guests room, and the standard procedure is req
26、uired.如果客人仍在店，你可通知前厅管理人员将物品送交客人房间，这个标准程序是必须的17-If someone else claims the Lost and Found for the guest, than a letter / fax or written request from the owner is required, including a copy of the guests identity card and passport.当有人要替领时，就要原物主的传真，信，或书面委托书，包括原物主的身份证或护照的复印件-If the guest calls to send t
27、he Lost and Found, you should inquire the correct address and phone number of the guest and inform the Assistant Executive Housekeeper.如果客人要求寄回失物，告知客人请客人发传真要求酒店寄回物品，自付邮费及邮寄详细地址，联系电话及信用卡号并钳子确认，然后通知助理行政管家-To ensure the safety of guest belongings, Assistant Executive Housekeeper are directly responsibl
28、e for all valuable Lost and Found items.为确保客人财产安全，服务总监直接负责所有贵重物品-Open food / drink/alcohol items are to be disposed.处理开封的食品，酒水类物品-Distribute all the unclaimed articles to the finder after three months.无人认领的物品在 3 个月后发还拾到者Distribute all the food a ood / drink/alcohol items to the finder after three da
29、ys.未开封的食品类物品无人认领在 3 天后发还拾道者-Administrative Associate of Housekeeping Department should keep the record on file.客房部相关人员要保持记录-All associates will take gate pass with the Lost and Found item when removing it from the hotel.发还的物品拿出酒店时要有保安部及客房部经理签字的出门条-Congener hotel product will not be treated as L & F
30、item.跟酒店相同的物品不能被当作失物招领处理Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: MONTHLY LINEN INVENTORY主题：月度布草盘点Ref: 参考号：RMS- HSKP-SOP-010Prepare by: Director of Rooms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的To have accurate inventor
31、y figure so as to ensure adequate par of linen is provided for the Hotel operation. This will support the front line associates to provide efficient service to delight customers.确保盘点的准确性，保证酒店有正常运作的周转量，支持前线员工给客人提供满意的服务18PROCEDURES 流程-To issue memo to all relevant Departments 1 week prior to the inven
32、tory date. Include the specific time and venue for each concerned section and ways of preparation.盘点前要提前一周发出备忘录给相关部门，包括时间，地点，相关区域，路线。-Room inventory should be checked monthly and F&B inventory should be checked every season.客房布草盘点每月一次，餐饮布草盘点每季一次-No dirty ones against clean ones exchange program will
33、 be conducted during the inventory period.盘点期间不要进行布草换领工作-Linen room associates will visit each outlet during the respective outlet inventory taking period, each outlet is required to separate various type linen (dirty and clean ) aside and calculate the figure when the linen associates visits. Durin
34、g inventory taking, the Assistant Manager or Supervisor of each outlet must be on site during the whole process.布草房员工将分别检查每个餐厅场所，在检查时间内相关餐厅要将不同规格的布草（干净和脏的）分门别类存放整齐，餐厅副理或主管要全程参与-Associate is required to fill up with the inventory form against the physical linen figure and type in every guest room acc
35、ording to the items on the form.员工要根据每間客房布草的种类，数量真实的填写盘点表-At the end of the duty, associate is required to count the actual figure of each kind of guest room linen inside the pantry.下班前员工必须点数出工作间存放布草的真实数字和种类-The Supervisor will collect all the responsible floors inventory form and submit to linen ro
36、om in charge before off duty.主管下班前收集好所有盘点楼层的盘点表递交给布草房核数-During the inventory taking period, no linen should be Changed.在布草盘点期间，不要发放更换任何布草-Uniform Room must finish all the linen counting in the department while F&B or guest room linen inventory is being taken.制服房必须在盘点餐饮或客房布草后完成所有布草的计算工作-A separate re
37、port recorded the figure of F&B linen & guest room linen inventory taking should be compiled within 3 days after the activity.当盘点完成后 3 天内要将各项数据汇编完成-Cc copies to Finance and concerned department head附件抄送财务部及相关部门Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: MASTER KEY SIGN OUT PROCEDU
38、RE主题：万能钥匙签领程序Ref: 参考号：RMS- HSKP-SOP-01119Prepare by: Director of Rooms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的Ensure the safety of the keys and guests belongings to show our care and respect.确保钥匙和客人财产安全，显示我们的关注和重视PROCEDURES 流程-Supervisor a
39、nd Attendant take the floor master key when signing at work, Office coordinator is responsible for distribution.主管和服务员在开始上班时领取钥匙，文员负责钥匙的发放-Key must be handed out after signature has been verified by Office coordinator.文员必须核实完相关人员签字后，才能发放其钥匙-Office coordinator only handles one associate at one time.文
40、员只能给员工一个一个的发放钥匙-Mark correct record in the logbook including the floor no. date and signature. No one else can take the master key except after having signed out.在登记本上正确记录，包括楼层，日期时间，签字，不签字不能拿走钥匙-Place the key in the pocket of the trousers at work & hook up with the trousers / skirt.钥匙链必须用挂勾勾在裤子或裙子上，
41、然后将钥匙放在兜内-Pay attention that there is no magnetic or hard items in the pocket.注意兜内不要有带磁或坚硬的物品-Key is not bent or broken , if not inform Clerk or Supervisor .钥匙有断裂的现象要通知文员或主管-Key must not be lent to anyone of other departments after taking.领取钥匙后不得转借给部门人员-Clerk must check the distribution according to
42、 the record after completing the distribution.文员必须依照钥匙发放记录来检查钥匙的分配-Pay attention to keys correct distribution.注意钥匙被正确的分发-Lock the key box in case of loss.为防止丢失，钥匙柜必须锁上Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: SIGN IN PROCEDURE主题：签到程序Ref: 参考号：RMS- HSKP-SOP-01220Prepare by: Direct
43、or of Rooms Division 起草：房务总监Date: 日期：2011-08-28Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的Ensure correct attendance record in order to keep order and deliver key correctly.确保正确的员工出勤记录，并正确的发放钥匙PROCEDURES 流程Change into uniform 15 minutes earlier to ensure sufficient time to repor
44、t to work.提早 15 分钟更换制服，确保有足够的时间去报到Check the cleanliness and condition of your uniform, no spots, damage or loose buttons. See grooming & personal hygiene参照仪表仪容标准检查你自己的制服，没有污渍，破损，或纽扣丢失Mens hair should not touch collar or your face No side burns. Womens hair tied up neatly No heavy make up and nail po
45、lish. No long dangling earrings. Black color sock. Check whether name tag is worn properly.男员工发不过领，胡须剔干净，女员工长发要盘起，不化浓妆，指甲光亮，不戴夸张耳饰。穿规定的鞋袜，名牌处于正确的位置Sign your name & time on sign in sheet, radio (dect phone) and sign on key logbook &.get your section key.在签到表上签上名字和时间，签领钥匙和呼机Pay attention not to speak
46、too loudly.注意不要大声喧哗Take your work sheet and floor key.领取工作表和楼层钥匙Use the service elevator. Dont walk around the floor talking in a loud voice.乘坐员工电梯，不要在楼层附近发出大的声响Housekeeping Policies & Procedures Manual客房部 - 制度和流程指南Subject: SIGN OUT PROCEDURE主题：签退程序Ref: 参考号：RMS- HSKP-SOP-013Prepare by: Director of R
47、ooms Division 起草：房务总监Date: 日期：2011-08-2821Approved by: General Manager批准：总经理Date: 日期：2011-08-28OBJECTIVE 目的- To eliminate unnecessary traveling up and down .so that to provide a consistent service to the guests.避免不必要的往返上下楼，提供一致的服务给客人PROCEDURES 流程- To check Pantry one more time whether for anything t
48、hat has been left behind, suchas Lost & Found items, items on loan to guests, food and F& B cutleries. All above items are absolutely required to be brought down instead of remaining in the Pantry. 离开前再检查一遍工作间是否有什么落下，例如客人遗留物品，客人借物，餐饮部的餐具。以上物品必须彻底的拿出不要存留在工作间- The Supervisors have the responsibility t
49、o ask the Guest Service Associate regarding aboveissues and whet her any abnormal things happened in guest rooms.主管负责询问客房服务员，客房是否有发生关于上面提出的什么反常事情- To ensure all basin taps are to be shut off and the Pantry lights to be switched off before leaving离开前确保所有水龙头关闭，和灯关闭- To keep silence and order, no shouting and running while leaving floor.安静和有秩序的离开楼层，不要大声喧哗或奔跑吵闹- The keys should be collected from Associate at this time. It is the only time allowedto bring the items downstairs and visit housekeeping office except for emergencies.同时员工应收集好钥匙，并且也只有在这时才能拿着这
