HKSOP酒店标准操作程序客房部中英文.docx

1、HKSOP酒店标准操作程序客房部中英文 STANDARD OPERATING PROCEDURES标 准 操 作 程 序 HSKP - 001 Lost and Found 失物招领HSKP - 002 Entering Guest Rooms 进入客房 HSKP - 003 Shoe Shine Service 擦鞋服务HSKP 004 GUEST REQUEST ITEMS 客人要求项目HSKP - 005 Guest Request Items 客人要求项 HSKP - 006 Room Wait Requests 房间等候要求 HSKP - 007 Work Orders 维修通知单H

2、SKP - 008 Allowing Access To Guest Rooms 允许进入客房HSKP - 009 Gratuities / Tips 赠物/小费 HSKP - 010 Chain Of Command 指挥系统 HSKP - 011 Handling Guest Laundry 处理客人洗衣 HSKP - 012 Definition of A Guest 一个客人的定义HSKP - 013 Handle Guest Complaints 处理客人投诉HSKP - 014 Job Safety 工作安全 HSKP - 015 Equipment Usage 设备使用HSKP

3、- 016 Newspaper & Magazines 报刊杂志HSKP - 017 Reception Service 接待服务 HSKP - 018 Quality Control 质量控制HSKP - 019 Normal, Express and Pressing Service 正常，快洗及烫衣服务HSKP - 020 Guest Laundry Pick Up & Distribution 客人送洗衣物收集发放 STANDARD OPERATING PROCEDURESSubject: LOST AND FOUND失物招领Effective Date: 4. 2010Policy

4、No: HSKP-001Issued by: EXE.HousekeeperPage: 1 of 4Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标 To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.确保失物招领程序能被完全地执行，以便在客人询问

5、时能及时地反应。Policy Statement政策 It is the policy of Hotel that Employees are expected to check-out rooms thoroughly for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record information including their name, the room numbe

6、r and the date the item was found. Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes.使员工在离店房彻底检查客人遗留的物品，所有丢失物品应被登记及包装，应记录包括员工姓名，房号，日期等相关信息。然后员工应将这些物品及时上交给失物招领处，以便进一步作好标记工作。Procedure:程序LOST ITEMS丢失物品Should any item be reported lost within the confi

7、nes of the hotel, all inquires are to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items.任何在酒店范围内丢失的物品提出丢失，应直接向客房部提出，该部门负责记录及保存所有无人认领的物品。These items must be logged and include:所有失物应被登记，包括以下项目：Name & Address姓名及地址Item description物品描述Whe

8、re lost, when and time何处何时丢失Contact telephone number联系电话Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Gu

9、est Service Manager who will follow up with Housekeeping at the earliest opportunity.若该物品在客房部未被记录，应直接向当值的保安或宾客服务经理提出。报失完毕后所有信息应交宾客服务经理，他将会同客房部跟进工作以尽快解决。FOUND ITEMS 拾到物品All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and r

10、ecording purposes. The items in question will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Officessafe.所有物品不论价值必须被上缴客房部保存及记录。这些物品将被保存90天，若属高价值物品将被保存在前厅部保险箱180天。At the end of these periods the ite

11、ms, if not claimed, will be returned to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed.若逾期仍无人认领，将交给发现人带出酒店，或移交给经过验证的慈善机构，或销毁。FOUND ITEM(S)拾到物品1. The item is conveyed to Office Clerk in Housekeeping office.物品将被转交给客房部办公室人员。2. The item and details surro

12、unding its discovery are logged into the Log Book.物品及与其发现相关的细节将被登记在登记本中。 Finders Name and Department 发现人姓名及部门 Item(s) description 物品描述 Where Found 拾到地点 Date found 日期3. The Assigned Housekeeping Employee will place the item(s) into a plastic bag and attach a tag to the bag, storing the item(s) in a s

13、uitable secure location.由指定的客房部员工将物品装入塑料袋并贴上标签，保存在一个位置安全的箱子里。4. Valuable and attractive items such as credit cards, cameras, jewellery and/or cash will be secured in a safety deposit box assigned for this use and the separate keys will be held by the Front Office Manager. The Executive Housekeeper o

14、r his/her proxy may draw the key from Front office when required. 高价值物品如信用卡，照相机，珠宝首饰或现金等应被存放在指定的保险箱中，钥匙由前厅部经理保管，行政管家或指定代理人可视情况从前厅部获取钥匙。5. Every time the Safety Deposit Box is opened, a record is to be made on the assigned S/D Card.需要打开保险箱，则需用S/D卡记录。6. Beverages in custody should be retained a short

15、time if not claimed disposed of as follows:饮料若无人认领将被保管一小段时间，按如下方式处理： Opened bottles should be poured out after 48 hours. 瓶子打开的将在48小时后被倒掉。 Unopened bottles of liquor should go to F & B but kept in Executive Housekeepers office for 48 hours.未打开瓶子的将在行政管家办公室存放48小时后送往餐饮部。7. Employees may not accept Alcoh

16、olic Beverages as tips.员工不得接受酒精饮料作为小费。8. A separate mail log must be kept with the following information:单独邮寄记录包含如下信息： Date of shipment 寄出日期 Method of shipment 寄出方式 Guest name and address客人姓名及地址 Method of payment付款方式Due to the high cost of postage for international guest, pre-paid policy is preferre

17、d.由于对国外客人的邮寄费用高昂，所以宜使用提前付费政策。9. Identification is required if a guest is picking up a lost item in person.若客人亲自选领一件失物，则需出示身份证明。10. All Lost and Found items turned in after Housekeeping office closed for the evening should be turned into the Front Desk. The Night Manager should turn in all items to H

18、ousekeeping office in the following morning for proper documentation. 所有在夜间因客房部无人而未交到客房部办公室的失物应交往前台。夜值经理第二天早上交房部办公室记录备案。11. Employees who leave the employment of Hotel rescind all claims to items held by Housekeeping regardless of value.无论物品价值大小，解除劳动关系的酒店员工废除所有提出对所有保留在客房部的失物的所有权。Should this occur -

19、disposal of items will be as follows:若发生这种情况-应按以下方式处理：Personal Items: Will be either destroyed or given to recognized charity for个人物品 disposal; 既可销毁也可捐给认可的慈善机构。Cash: Will be credited to Hotel via miscellaneous revenue or at the 现金 Discretion of the General Manager to the Employees Relation Account.

20、可计入酒店杂项收入，或由总经理决定计入与员工相关帐目中。Valuable items: Twice yearly a review of items held will be made and any item 贵重物品 not claimed will be auctioned off to the Employees and monies raisedcredited to miscellaneous revenue or at the discretion of the General Manager, to the Employees Relation Account. 一年二次清查所

21、保存失物，无人认领的可向员工拍卖，所得收入可计入酒店杂项收入，或由总经理决定计入与员工相关帐目中。ITEMS RETURNED TO VERIFIED OWNERS将失物交还给客人Should the owner (once verified) of a lost item make a claim before the end of the prescribed period, every effort will be made to return the item via the most practical and least expensive method. All actions

22、and costs incurred by Hotel concerning the items return will be logged for reference in the appropriate area. This record will be kept available for perusal for a period of six months then debited.在规定保留期限前失主（一旦确认）提出认领，应尽量将失物以最有效且最经济的方式交还。酒店所有有关交还行为及其导致的费用将被登记作为适当领域的参考证明。这些记录将被保留6个月以备查验，过期后计入借方。COLLE

23、CTION/DISPOSAL OF UNCLAIMED ITEMS收集/处理未认领的物品When no owner is found, the Employee who found the item may claim the item if desired. Housekeeping will compile a list of items available for collection on the 15th of every month and Employees are advised to check with Housekeeping on the day regarding c

24、ollection of items. Housekeeping will hold the item(s) for a period of five days. Should Employees fail to collect items they will be disposed of as Hotel sees fit. Any claim submitted by any Employee after the five day time period will not be accepted.如未找到失主，发现失物的员工可根据需要宣布对该物品的所有权。将在每月15日编汇所收集失物的列表

25、，员工可查看该表上所列物品项目。客房部将保留这些物品5天。如物品未被申领酒店将视情况将之转卖。超过5天期限申领要求将不获批准。REMOVAL OF ITEM(S) FROM PROPERTY将失物带出酒店Prior to the item being taken off the hotel, it must be inspected by the Executive Housekeeper who attaches a Property Pass and a Lost and Found Form (security) to the item. The Employee must then p

26、roceed via where the paperwork will be checked and if correct, the Employee will be allowed to take the item(s) from the hotel. 在一样物品被带出酒店之前，应由行政管家检查并随物品附上通行证及失物招领表（保安部）。在所有文字材料齐全的情况下，员工方可将物品带出酒店。STANDARD OPERATING PROCEDURESSubject: ENTERING GUEST ROOMS 进入客房Effective Date: 4. 2010Policy No: HSKP-00

27、2Issued by: EXE.HousekeeperPage: 1 of 2Approved by: General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标To ensure that guests are NOT being disturb while entering their rooms when services is needed.确保提供服务进入客房时客人不受到打扰。Policy Statement政策 It is the policy of

28、Hotel that all Hotel Employees should follow proper procedures while entering guest rooms, and should respect guest privacy at all times. 所有酒店员工在进入客房时应遵循工作程序，并尊重客人隐私权。 Procedure程序Check the door lock检查门锁1. If there is DND sign, Do not knock.如有请勿打扰标记，不得敲门。2. If double lock pin is shown, it indicates t

29、he door is bolted and the guest is inside. Do not knock. 如看到双锁栓，则说明客人在房间，不得敲门。At the entry door 在进门口1. Stand in front of the peephole.站在猫眼前。 2. Knock with your knuckles, and announce yourself and Department name.用指节敲门，报出你的身份及部门。3. Listen for a reply-always give the guest adequate time to respond.听候回

30、答-给客人留出足够反应的时间。4. If no reply, insert key and slightly open the door. If you find the room is occupied, excuse yourself and return later.如没有回答，插入钥匙打开一条门缝。如发现房间有人，表示歉意并晚些在返回。Note注意:If the guest is in the room when you are entering.如进入房间时客人在。DO NOT just ignore the guest and start cleaning.不得忽视客人开始清洁。D

31、O NOT just close the door, say nothing, and go away.不得只关上门什么也不说离开。DO say “Good morning/Good afternoon Sir/Madam.”要说“早上好/下午好，先生/女士。”ASK “May I make up your room? “What time would you like to have your room cleaned”(Take note on Room Assignment Slip and return at the time requested.) 问“我能打扫您的房间吗？”“您想什么时间打扫您的房间”（在房间分配卡上记下并在要求时间返回）STANDARD OPERATING PROCEDURESSubject: SHOE SHINE SERVICE 擦鞋服务Effective Date: 4.2010Policy No: HSKP-003 Issued by: EXE.