国际酒店客房部sopWord下载.docx
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9LostandFoundProcedure
失物招领程序
10.MonthlyLinenInventory
月度布草盘点
11.MasterKeySignOutProcedure
万能钥匙签领程序
12.SigninProcedure
签到程序
13.SignoutProcedure
签退程序
14.GuestRoomAmenities&
SuppliesSet-up
客用品配放
15.“DoNotDistribute”ProcedureforRooms
房间“请勿打扰”程序
16.CleanRoomProcedure
清洁房间程序
17.HowtoCleanElectricKettle
怎样清洁电水壶.
18.HowtoCleantheGlasses
怎样清洁玻璃杯
19.HowtoCleanIceBucket
怎样清洁冰桶
20.HowtoChangePillowCase
怎样更换枕套
21.Howtoremovelaundrywoodenboxes/hangers
撤出送衣篮及衣架
22.ReportingtotheGuestFloor
到楼层报到
23.Howtomakeupbed
怎样做床
24.HowtoCleantheBathRoomFloor
怎样清洁浴室地板
25.HowtoCleantheMiniBar
怎样清洁小酒吧
26.HowtoDusttheFurniture
怎样给家具擦尘
27.Howtocleanthemirror
怎样清洁镜子
28.HowtoCleantheBathTub
怎样清洁浴缸
29.HowtoCleanShowerRoom
怎样清洁淋浴间
30.HowtoCleantheBathRoomWall
怎样清洁浴室墙面
31.Howtocleanthevanitytopandhandbasin
怎样清洁面台和面盆
32.HowtoClean/PolishtheBathroomFittings
怎样清洁和抛光浴室电镀配件
33.HowtoCleantheToiletBowl
怎样清洁马桶
34.HowtoVacuumtheCarpet
怎样给地毯吸尘
35.HowtoCleantheTelephoneSet
怎样清洁机
36.HowtoHandleWakeupCall
怎样处理叫醒服务
37.GuestShoeShineService
擦鞋服务
38.SafeDepositBoxneedstobeopenedinCheckedoutguestroom
当客人离店后要检查保险箱必须打开
39.HowtoHandletheLeftGuestRoomvinecard
怎样处理无用的客房钥匙卡
40.ExtraBedandBabyCotProcedure
加床和婴儿床处理程序
41.GuestLaundryPickupDuringRoomCheck
查房同时收取客衣
42.GuestLaundryPickupRequirementviaReceivingCall
客人要求收取洗衣
43.FoldTowel
毛巾的折叠
44.HowtoRemoveRoomServiceBasket
怎样撤出送餐的餐具
45.HowtoCleanGuestFloorCorridor
怎样清洁走廊
46.HowtoAssistGuestwithLuggage/Parcel
怎样协助运送客人行
47.Mini-barconsumptioncheck
小酒吧消耗检查
48.Mini-bardailyreplenishment
每日补充小酒吧
49.HowtoHandle“OpenDoor”Request
怎样处理开房门的请求
50.Breakage,LossandDamageProcedure
遗失损坏处理程序
51.HowtoCheckGuestFloorCorridor
如何检查走廊
52.HowtoInspectBathroom
如何检查卫生间
53.CareandHandlingofGuest’sBelongings
小心照看客人财产
54.ReturningKeysandWorksheet
交还钥匙和工作表
55.CheckintoHousekeepingOffice
在客房部办公室报到
56.Vacuumcarpetafterwashed
洗过地毯后的吸尘
57.HowtoEscortGuesttoElevator
怎样护送客人至电梯
58.CleaningchemicalusinginHousekeeping
客房部常用的清洁剂
59.Howtopolishwoodensurface
如何给木制表面抛光
60.Howtouseandcleanavacuumcleaner
如何使用和清理吸尘器
61.GuestLaundryEmergency
紧急洗衣
62.Supercleanprogram
超级清洁程序
63.OneEntryRoomSystem
一次进入房间
64.ZeroRoomDefects
零缺陷的房间
65.TurndownService
开床服务
PUBLICAREA公共区域
66．Pushbrushsweeping
扫地
67．Dustmopping
推尘
68Wetmopping
湿拖
69Wallwashingbyhand
手工洗墙壁
70HowtoCleantheA/CGrill
怎样清洁空调口
71Howtoshampoocarpet---extraction
抽洗地毯
72HowtoCleanUpholsteryFabric
怎样清洁沙发及软包墙面
73HowtoCleanWall-paper
怎样清洁墙纸
74CleaningofOffice
清洁办公室
75CloakRoomProcedure
衣帽间的程序
76Staircasecleaning
清洁楼梯
77Howtocleanwindows
怎样清洁窗户
78Stonefloorscrubbing
擦洗石制地面
79Lockerroomcleaning
更衣室的清洁
80Howtopolishwoodensurface
81Howtouseandcleanavacuumcleaner
82Dryfoamshampoooncarpet
干洗地毯
83Cleaningofoutlets
各餐饮场所的清洁
84Inspectionofbackofhouse
后区的检查
85Cleaningoflobby
大堂的清洁
86PA.Storeroom
PA的仓库
87Cleaningsuppliesandequipmentreturn
返还清洁用品及设备
88Howtocleanurinalbowel
怎样清洁小便池
89Howtopolishbrass
怎样给铜器抛光
90Howtocleanskidproofanddustproofpad
如何清洁防滑垫及防尘垫
91Howtocrystallizationformarblefloor
怎样给石地面做晶面处理
92Howtomaintainandcleanleathersurface
如何保养和清洁皮革表面
93Howtocleantelephone
怎样清洁
94Cleaningofpantry/storeroom
清洁工作间和储藏室
95WashroomCare
公共卫生间的清洁
96Checkintopublicareaserviceassociates
PA员工报道的检查
97Preparedailyworkallocation
准备日常工作分配
98Lobbyinspection
大堂的检查
99Inspectionoflifts
检查电梯
100Inspectionofrestroom
检查洗手间
101Inspectionofoutlets
检查各餐饮场所
102Inspectionofbackstairs
检查后楼梯
103Inspectionofpantry/storeroom
检查工作间及储藏室
UNIFORMDEPARTMENT制服室
104GuestLaundryCheck
检查客衣
106.Howtohandlediscrepancy
如何处理差异
107.DamageLaundryConfirmation
确认破损
108.GuestLaundryDepositService
客衣存放服务
109.Howtohandleguestlaundryexpressandpressingservice.
如何处理加快服务及熨烫服务
110.Guestlaundrydelivering
返还客衣
111.D.N.DRoomGuestLaundryService
D.N.D房间客人洗衣服务
112.Guestcomplaininghandling
处理客人投诉
Housekeeping–Policies&
ProceduresManual
客房部-制度和流程指南
Subject:
GROOMINGANDAPPEARANCE
主题：
Ref:
参考号：
RMS-HSKP-SOP-001
Prepareby:
DirectorofRoomsDivision
起草：
房务总监
Date:
日期：
2007-08-28
Approvedby:
GeneralManager
批准：
总经理
OBJECTIVE目的
Maintainaclean,tidyandfreshappearanceduringyourwork.
在你的工作中保持干净，整齐，清新的外貌
PROCEDURES流程
-Keepcleanandbeoptimisticduringworktime.
在工作时间保持干净及乐观的态度
-Makeself-checkandgroomingcheckatanytime.
随时进行仪表仪容的自我检查
-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.
穿系好纽扣的整齐的制服，不能挽起衣袖
-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.
及时更换有污渍，褶皱，脏的，有异味的制服
-Wearyournametagcorrectlywithyouruniform,thenametagispartofyouruniform.
将名牌别在制服正确的位置，名牌也是制服的一部分
-Payattentionthatuniformhasnodamages.
留意制服不要有破损
-Wearshoesandsocksasissued:
穿规定的鞋袜
-Blackshoesandblacksocksformale.
男士穿黑鞋黑袜
-Blackshoesandneutralcolorstockingsforfemale.
女士穿黑鞋肉色长袜
-Checkyourshoes:
shoesshouldbeclean,polishandingoodcondition.
检查你的鞋：
是否干净，光亮，并处于完好状态
-Checkyoursocksandstockings:
theyshouldbeclean,odorfreeandnoholes.
检查你的袜子：
是否干净，无异味和破洞
-Checkyouruniform:
itshouldbeclean,wellpressedandhavenotearsordamage,
Nomissingbuttons.
检查你的制服：
是否干净，熨烫整齐，无破损或纽扣丢失
CHECKUNIFORMANDHOWTOGROOMINGSTANDARDS
GROOMINGANDAPPEARANCE
制服检查及仪表仪容标准
RMS-HSKP-SOP-002
EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.
确保我们的员工在任何工作时间保持良好的仪表仪容
-Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringwork
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
-Theuniformpressedwithoutstains,tearsandodor
制服熨烫整齐，无污渍，破损，异味
-Buttonupallbuttons
系上所有纽扣
-Don’trollupsleeves,tochangeiftheuniformdoesnotfit
不要卷起袖口，如果不合适就去更换
-Wearnametagcorrectly.
正确的佩戴名牌
-Blackshoesandsocksformaleblackshoesandbodycolorsocksforfemale.EnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingandappearances.
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
-HairtobecombedandbrushedFormale,thehairshouldnotcovereyebrowandthebackshouldnottouchcollarorbeovertheears.
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
-MakesurearrivalatOfficeis15minsinadvance.
提前15分钟到办公室
-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.
女士长发要用发网盘起，短发不过肩，发卡只限于黑色
-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly
指甲油只限于透明色，并保持光亮和平整
-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.
夸和悬挂式的耳环是不允许的，手镯也是不被允许的
-Noringsexceptengagementormarriagering
不可戴戒指，订婚或结婚戒指除外
-Remindassociatestocheckforbadbreath.
保持口腔无异味
-SupervisorwillalsoberesponsibletospotcheckPACleaner’suniform,appearanceandtocorrectitatanytimeduringworkingtime
主管要在工作时间随时抽查PA员工的制服，仪表
-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttonsisopened,ifthesleevesarerolledupetc
检查制服时要注意细节，例如纽扣没系好，袖子卷起来等
-KeepremindingPACleanerstopayattentiontotheirappearances.
提醒PA员工注意他们的外表
-
BODYLANGUAGEANDATTITUDE
肢体语言及态度
RMS-HSKP-SOP-003
Goodandpolitemannershowsrespecttoourguests.
良好及礼貌的举止显示我们对客人的尊重
--Maintaingoodmannersatanyplaceandatanytimewhenatwork,payattentiontoyourcleanliness.Wearyournametagatalltimes.
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
-DonotputyourhandintoyourPockets.
手不要插在兜里
-Donotleanagainstthewallatanytime.
任何时间不要倚靠着墙站着
-Donotsmoke,pickteeth,spitorcleanyournailsinpublic.
在公共场所不许抽烟，剔牙，吐谈或剪指甲
-Walkquicklybutnotrun.
走路要快，但不要跑
-Whenwalkingshouldertoshoulderwithguests,letguestgofirst.
当与客人并排时，请客人先走
-Whentalkingwithguest,bepoliteandsmile.
当与客人谈话时要有礼貌并保持微笑
-Maintainarespectfuldistancewithguestwhenspeaking.
与客人谈话要保持一定的距离
-Standstraight,nevercrossyourarms.
要站直，双臂不能交叉在胸前
-Maintaineyecontactwithguest.
保持与客人的眼神接触
-Listenearnestlytoguestanddonotdisturbwhenguestistalking.
当客人说话时要认真听，不要随便打断。
-Donotbringbadmoodtowork.Politelyprovideyourbestservice.
不要带着情绪工作，要优雅的提供你最好的服务
Housekeeping
升级会员 