豪生酒店管家部标准运作程序手册工作手册.docx

1、豪生酒店管家部标准运作程序手册工作手册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 Bel

2、ongings客人财产HSKP 009Room 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

3、房安全HSKP 017Reasonable 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 Turndo

4、wn Service夜床服务HSKP 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 Discrep

5、ant Rooms Report早中班房态差异报告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 PROCEDUREPO

6、LICY NO.SUBJECT项目HSKP 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HSK

7、P 048Regular Turndown 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

8、 & Hygiene清洁及卫生HSKP 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

9、送洗衣服务HSKP 063Handling 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

10、Control 楼层布草控制HSKP 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、J

11、ULY 2004Policy No 序号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

12、 standards must be 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 followin

13、g STANDARDS OF CLEANLINESS.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,

14、 free of stains and 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

15、，灰尘，泥土或污渍。边缘和角落保持洁净。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. Pa

16、int and finish intact. 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

17、作方法，油漆家具完整无缺、室内清洁干净，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 CLEANLINESS Pages : 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

18、and duvet cover neat, clean, 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 appear

19、ance. 干净无灰尘、或油污，木质部分没有裂口和突出的木钎，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/

20、灯罩Clean-no dust, dirt or 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。SE

21、RVICE DIRECTORY服务指南Complete 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 w

22、indow sillsor ledges.Tracks spotless.干净没有灰尘和尘土，没有手印、死虫在窗台或壁架上爬过的痕迹。DRAPES窗帘Clean-free of watermarks, dirt, soil or dead insects. No rips/tears. Pulls freely in tracks.Hooks intact/batons not missing. No debris/dead insects on floor behind drapes.干净无水印、污垢、油渍或死虫，没有破裂，轨道滑动正常，挂钩完整无缺，无碎片/死虫在窗帘后的地上。WALLS墙

23、Clean - no cobwebs. No glue bleeding through wallpaper. Vinyl intact-rips/tears, not Dusting at seams & not ming unglued.干净无蜘蛛网，无溢出的墙纸胶，无裂口、和脱胶。PICTURE FRAME画框Clean - not dusty on front or top.上面和前面都要干净，无灰尘。STANDARD OPERATING PROCEDURESSubject : STANDARDS OF CLEANLINESS Pages : 3 of 4 主题 清洁标准 页码Poli

24、cy No : HSKP-001序号 HANGERS衣架Clean-no dust. Hooks not broken, hanger not chipped Correct number present. 干净无灰尘、挂钩无断掉，衣架无裂口，正确的数量。WASTEBASKET废纸篓Clean-no trash, dirt, soil or hair. In good condition, no marks or scuff marks. 干净无垃圾、泥土、油渍或头发，状况良好，无擦伤痕迹。VENTS通风口Clean - free of dust/dirt build-up. Secure.D

25、OORS Clean-free of dust /dirt build-up. No dust inside door jam. Number clean and visible. Doorknob not loose. Finish intact. Thresholds are clean on all room doors, includingconnecting doors.干净无灰尘/污垢，安全门无灰尘、污垢。门把手无松动，连接门干净CUPBOARDS橱柜Thoroughly dusted and clean inside. No fingerprints or(WHERE APPLI

26、CABLE) marks on outside surfaces, including handles. 干净无灰尘，外表无手印（适用任何地方）或污渍，包括把手。SINKS水槽Clean, all chrome is shining(WHERE APPLICABLE) 干净、镀珞部分光亮。REFRIGERATORS电冰箱Defrosted and thoroughly clean inside “fresh smelling”. (WHERE APPLICABLE) Make sure door is closed. 除霜彻底里外清洁，确保门关闭。ASHTRAYS烟灰缸Clean-free o

27、f dirt, trash, ashes and smoking debris. Not cracked or chipped, high polished appearance. 干净无泥土、垃圾、灰烬和烟头，无破裂，外观明亮CLOCK/RADIOS闹钟收音机In proper working order, not broken. Clean-free of dust。Clock works, set to correct time and alarm is off工作正常，无坏掉，无灰尘，时间正确，闹钟关闭。LIGHT SWITCHES电灯开关Clean-free of fingerpri

28、nts and soil. Screws are intact. 干净无手印和油污，旋钮正常。CLIMATE CONTROL BOX空调箱Clean-no dirt or dust on top or sides of control unit. In proper working order.顶部或控制部分干净无灰尘或污垢，工作正常。ICE BUCKETS冰桶Clean-no dirt, soil or water inside. No tears/rips on lid or ice bucket. Tray is clean. 外无污垢、油渍或水，冰桶或盖子无破损，托盘干净。LUGGAG

29、E RACKS行李架Clean-free of dust. Sturdy, straps secure, no hanging tring or threads. 无灰尘，皮带安全，结实安全，无悬吊的线绳。ROOM SUPPLIES房间补品Properly placed in room.放置正确的地方。SINK/COUNTERS水槽及台面Clean-free of dust, soil soap scum and no body hair.干净无灰尘、皂垢、肥皂泡和体毛。BATHTUB浴缸Clean free of hair, body oils, no soap scum build-up. Grout Clean, no bacteria between grout. Grab bar is spotless. Tile is clean and gleaming. Tile routing is clean and white. 干净无头发、身体油脂、，无皂垢，无细菌，瓷砖干净靓丽，接缝处无干净。FIXTURES 固定设施Clean-no soap scum