五星级酒店客房部标准工作程序sop中英文.docx
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五星级酒店客房部标准工作程序sop中英文.docx
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五星级酒店客房部标准工作程序sop中英文
星级酒店客房部标准工作程序
GENERAL
TaskNo:
总述
Description
1.
GroomingandAppearance仪表仪容
2.
CheckUniformandHowtoGroomingStandards制服检查及仪表仪容标准
3.
Bodylanguageandattitude肢体语言及态度
4.
HowtoConductBriefing怎样主持例会
5.
CommunicatewithHousekeepingDepartment与客房部沟通
6.
HowtoGreettheGuest怎样问候客人
7.
DectphoneControl小灵通电话管理
8.
OccupationalHealthandSafety职业健康卫生及安全
HOUSEKEEPINGOFFICE&GUESTFLOOR客房办公室及客房服务
9
LostandFoundProcedure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.
“DoNotDistributeroce”duPreforRooms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
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怎样清洁冰桶
HowtoChangePillowCase怎样更换枕套
Howtoremovelaundrywoodenboxes/hangers撤出送衣篮及衣架
ReportingtotheGuestFloor到楼层报到
Howtomakeupbed怎样做床
HowtoCleantheBathRoomFloor怎样清洁浴室地板
HowtoCleantheMiniBar怎样清洁小酒吧
HowtoDusttheFurniture怎样给家具擦尘
Howtocleanthemirror怎样清洁镜子
HowtoCleantheBathTub怎样清洁浴缸
HowtoCleanShowerRoom怎样清洁淋浴间
HowtoCleantheBathRoomWall怎样清洁浴室墙面
Howtocleanthevanitytopandhandbasin怎样清洁面台和面盆
HowtoClean/PolishtheBathroomFittings怎样清洁和抛光浴室电镀配件HowtoCleantheToiletBowl怎样清洁马桶
HowtoVacuumtheCarpet怎样给地毯吸尘
HowtoCleantheTelephoneSet怎样清洁电话机
HowtoHandleWakeupCall怎样处理叫醒服务GuestShoeShineService擦鞋服务
SafeDepositBoxneedstobeopenedinCheckedoutguestroom当客人离店后要检查保险箱必须打开
HowtoHandletheLeftGuestRoomvinecard怎样处理无用的客房钥匙卡
ExtraBedandBabyCotProcedure加床和婴儿床处理程序
GuestLaundryPickupDuringRoomCheck
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查房同时收取客衣
GuestLaundryPickupRequirementviaReceivingCall客人电话要求收取洗衣
FoldTowel毛巾的折叠
HowtoRemoveRoomServiceBasket怎样撤出送餐的餐具
HowtoCleanGuestFloorCorridor怎样清洁走廊
HowtoAssistGuestwithLuggage/Parcel怎样协助运送客人行李Mini-barconsumptioncheck小酒吧消耗检查
Mini-bardailyreplenishment每日补充小酒吧
HowtoHandle“OpenDoor”Request怎样处理开房门的请求
Breakage,LossandDamageProcedure遗失损坏处理程序
HowtoCheckGuestFloorCorridor如何检查走廊
HowtoInspectBathroom如何检查卫生间
CareandHandlingofGuest'sBelongings
小心照看客人财产
ReturningKeysandWorksheet交还钥匙和工作表
CheckintoHousekeepingOffice在客房部办公室报到
Vacuumcarpetafterwashed洗过地毯后的吸尘
HowtoEscortGuesttoElevator怎样护送客人至电梯
CleaningchemicalusinginHousekeeping客房部常用的清洁剂
Howtopolishwoodensurface如何给木制表面抛光
Howtouseandcleanavacuumcleaner如何使用和清理吸尘器GuestLaundryEmergency紧急洗衣
Supercleanprogram超级清洁程序
OneEntryRoomSystem
一次进入房间
ZeroRoomDefects
零缺陷的房间
TurndownService
开床服务
公共区域
Pushbrushsweeping
扫地
Dustmopping
推尘
Wetmopping
湿拖
Wallwashingbyhand
手工洗墙壁
HowtoCleantheA/CGrill
怎样清洁空调口
Howtoshampoocarpet---extraction
抽洗地毯
HowtoCleanUpholsteryFabric
怎样清洁沙发及软包墙面
HowtoCleanWall-paper
怎样清洁墙纸
CleaningofOffice
清洁办公室
CloakRoomProcedure
衣帽间的程序
Staircasecleaning
清洁楼梯
Howtocleanwindows
怎样清洁窗户
Stonefloorscrubbing
擦洗石制地面
Lockerroomcleaning
更衣室的清洁
Howtopolishwoodensurface
如何给木制表面抛光
Howtouseandcleanavacuumcleaner
如何使用和清理吸尘器
Dryfoamshampoooncarpet
干洗地毯
Cleaningofoutlets
64.
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PUBLICAREA
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各餐饮场所的清洁
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UNIFORM
Inspectionofbackofhouse后区的检查
Cleaningoflobby大堂的清洁PA.StoreroomPA的仓库
Cleaningsuppliesandequipmentreturn返还清洁用品及设备
Howtocleanurinalbowel怎样清洁小便池Howtopolishbrass怎样给铜器抛光
Howtocleanskidproofanddustproofpad如何清洁防滑垫及防尘垫
Howtocrystallizationformarblefloor怎样给大理石地面做晶面处理
Howtomaintainandcleanleathersurface如何保养和清洁皮革表面
Howtocleantelephone怎样清洁电话
Cleaningofpantry/storeroom清洁工作间和储藏室WashroomCare公共卫生间的清洁
CheckintopublicareaserviceassociatesPA员工报道的检查
Preparedailyworkallocation准备日常工作分配Lobbyinspection大堂的检查
Inspectionoflifts检查电梯
Inspectionofrestroom检查洗手间
Inspectionofoutlets检查各餐饮场所Inspectionofbackstairs检查后楼梯
Inspectionofpantry/storeroom检查工作间及储藏室
DEPARTMENT制服室
104
GuestLaundryCheck
检杳客衣
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:
仪表仪容
Ref:
参考号:
RMS-HSKP-SOP-001
Prepareby:
DirectorofRoomsDivision起草:
房务总监
Date:
日期:
2011-08-28
Approvedby:
GeneralManager批准:
总经理
Date:
日期:
2011-08-28
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杳
-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
Housekeeping-Policies&ProceduresManual客房部-制度和流程指南
Subject:
CHECKUNIFORMANDHOWTOGROOMINGSTANDARDSGROOMINGANDAPPEARANCE
主题:
制服检查及仪表仪容标准
Ref:
参考号:
RMS-HSKP-SOP-002
Prepareby:
DirectorofRoomsDivision起草:
房务总监
Date
日期
2011-08-28
Approvedby:
GeneralManager批准:
总经理
Date
日期
2011-08-28
OBJECTIVE目的
EnsurethatourstaffalwaysmaintainsagoodappearaneeduringworkMakesurestandardsarefollowedatalltimes.
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
-Supervisorhavetochecktheirassociate'suniformandgroominginthebriefingandcon
checksanytimeduringthedayduringwork
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
-MakesurearrivalatOfficeis15minsinadvanee.
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.
夸张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'unform,appearaneeandtocorrectitatanytimeduringworkingtime
主管要在工作时间随时抽查PA员工的制服,仪表
-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttons
isopened,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
Housekeeping-Policies&ProceduresManual客房部-制度和流程指南
Subject:
BODYLANGUAGEANDATTITUDE
Ref:
参考号:
RMS-HSKP-SOP-003
主题:
肢体语言及态度
Prepareby:
DirectorofRoomsDivision起草:
房务总监
Date:
日期:
2011-08-28
Approvedby:
GeneralManager
Date:
批准:
总经理
日期:
2011-08-28
OBJECTIVE目的
Goodandpolitemannershowsrespecttoourguests.
良好及礼貌的举止显示我们对客人的尊重
PROCEDURES流程
--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
-Maintainarespectfuldistaneewithguestwhenspeaking.
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-Policies&ProceduresManual客房部-制度和流程指南
Ref:
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