1、1 STANDARD OPERATING PROCEDURES 标 准 工 作 程 序 2 HOUSEKEEPING DEPARTMENT 客 房 部 3 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 Houseke
2、eping Department 与客房部沟通 6. How to Greet the Guest 怎样问候客人 7. Dect phone Control 小灵通电话管理 8. Occupational Health and Safety 职业健康卫生及安全 4 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 put bac
3、k outside the rooms door. Mark as record. 夜班员工的擦鞋服务要及时完成，并立即送回房间，放在门外，并做记录 60 Housekeeping Policies pick up time, and your name in your work sheet. 确保房号记录正确，在你工作表上记录收取时间，和你的姓名 64 Housekeeping Policies must be free of dust, dirt, smudges, spots, frayed edges, scratches, discoloration and tears. All c
4、orners and crevices must be free of dust and debris. Furniture should be positioned according to the hotel floor plan. 所有家具包括艺术品，通风口，垃圾桶，床头柜，床头板/柱，腿/床架，桌子，椅子， 沙发，书柜，衣柜，闹钟/收音机，电视机，电话，要保证无灰尘，污垢，烟熏渍， 斑点，边角磨损，擦痕，变色及撕破现象。 所有角落和缝隙无灰尘和残片，家具的摆放根据酒店规定的平面图布局 -All surfaces must be shiny, clear, and free of spo
5、ts, fingerprints, hair, spots, de-silvering, dust, cracks, smudges, and dirt. 所有表面应光亮，干净，无斑点，指纹，毛发，退色，灰尘，擦痕，烟痕，和污垢 -All carpeted areas should be vacuumed daily. All carpets must be free of dust, debris, stains, spots, burns, threads, bald spots, discoloration, without buckles or wrinkles, and free o
6、f visible footprints 所有地毯区域需每日吸尘，要保证无灰尘，污垢，烟熏渍，斑点，边角磨损，擦痕， 变色及脚印现象 -The wastebasket must be cleaned properly by spraying cleaning solution thoroughly inside it. Wipe to remove odor and residue 空气清新，确保无异味 -Completed Super clean Program Reports will be submitted to the Office at the end of each shift
7、by the Supervisor concerned. Each report details areas where the room attendant needs to improve. 每个班次完成超级清洁程序报告后要及时上交，每份报告详细记录服务员需改进的地 方 -Order Taker will input information to database to show each employees individual performance. The results will be used to monitor individual progress and also ar
8、eas of common weakness between attendants where more training may be required. (See attached example) 文员将详细资料录入电脑，可以分别显示员工的工作表现，也可以通过这些资料来督 导个人进步，也可以了解大部分员工普遍的缺点，为加强培训提供依据（参见表格附 件） -It will be reviewed at month end by the Executive Housekeeper and a copy will be submitted to the Director of Rooms. 行
9、政管家每月做关于此项程序评估并交报告到房务总监 92 Housekeeping Policies wipe them clean with damp cloth. 将烟灰缸或烟灰筒里的烟头收出，然后用湿布擦干净 -Use cleaning cloth to polish metal parts. 将金属部分用干布抛光 3.Polish metal 抛光金属表面 .Clean plant/flower pots 清洁植物/鲜花容器 -Pick up cigarette butts from pots by using a tong. 129 用夹子夹出花盆里的烟头 -Attach the bru
10、sh head and vacuum all wall panels, make sure that the panels are 如果护墙板脏了，用吸尘器的毛刷头吸尘 - Clean lamp shades 清洁灯罩 Use soft brush to dust all lamp shades clean. 用软刷清洁所有灯罩 -Wipe wall picture frames and glass clean with damp cloth. 用潮布清洁所有画框和玻璃 -Wipe light bulbs to clean. 将灯泡擦干净 -Wipe tables, including leg
11、s clean. 将桌子和腿擦干净 -Wipe front desk counters top and base clean with damp cloth. 将接待台的上部和底部用潮布擦干净 -Wipe all wooden works clean with damp cloth, use furniture wax when necessary. 用潮布将所有木制品擦干净，如必要，打家具蜡 -Wipe pillars clean with a damp cloth, use ladder or mop handle when necessary. 用潮布将柱子清洁干净，如需要，使用梯子或拖
12、把头 -Pick up debris from sofa, chair cushion edges by using vacuum cleaner. 用吸尘器将沙发和椅子垫的缝隙吸干净 -Wipe every service exit door top, hinges and surface of both sides. 擦拭每个服务出口门，包括顶部，闭门器，里外表面 -Damp dust the marble floor edge by using a damp cloth. 大理石地面边角用潮布擦拭除尘 -Clean telephone by using multi purpose det
13、ergent. Make sure that telephones are disinfected and free from dust, finger prints and odour. 用清洁剂清洁电话，确保电话机消毒，无尘土，指纹印和异味 Clean guest lift area 清洁客梯区域 -Cleaning inside of lift: Call down the lift, wipe the ceiling with damp cloth. 清洁电梯内部：将电梯叫下，用潮布清洁天花 -Clean the glass with glass cleaner and window
14、squeegee. 用玻璃水和玻璃刮清洁玻璃 -Wipe all wooden works clean with damp cloth. 用潮布清洁所有木器表面 -Wipe the floor to clean with damp cloth. Pay attention to the corners and edges. 用潮布清洁干净地面，注意边角 -Clean lift runners with all-purpose cleaner, scrubbing pad, cloth and vacuum cleaner. 清洁电梯滑槽，用万能清洁剂，百洁布，抹布和吸尘器 -Use deter
15、gent powder when necessary. 如果需要的话，使用去污粉 -Wipe the door both inside and outside to clean with damp cloth. 用潮布将电梯门里外都擦干净 130 Housekeeping Policies carefully and properly; keep the laundry list without posting together with the laundry. 保存洗衣在存储柜中，并小心存放，没入帐的洗衣单要与衣物在一起。 -Check the deposit wardrobe weekl
16、y, to maintain it in clean and for my condition. 每周检查存储柜保持干净整洁 164 -When the guest come back and ask for laundry delivering, take out the laundry and well check the condition, and deliver it to new check in room. 当客人回来想要回洗衣，必须要检查衣服的状态后，再返还给客人新住的房间 -Post the laundry bill into system before delivering
17、. 返还洗衣前要先入帐 -Make sure deposit laundry is identified by guest name. Not room number. 保证存留的衣物是通过客人姓名识别而不是房号 Housekeeping Policies make record for express or pressing service for reference. 165 填写客衣控制单。记录快件及熨烫服务 Housekeeping Policies & Procedures Manual 客房部 - 制度和流程指南 Subject: Guest laundry delivering(
18、116) 主题：返还客衣 Ref: 参考号：RMS- HSKP-SOP-109 Prepare by: Director of Rooms Division 起草：房务总监 Date: 日期：2007-08-28 Approved by: General Manager 批准：总经理 Date: 日期：2007-08-28 OBJECTIVE 目的 To maintain the cleaned laundry in good condition to show our respect to the guest. 保持洗衣处于良好的状态，令客人满意 PROCEDURES 流程 -Check t
19、he guest Laundry Control Sheet. To find out giving number and room number. 检查客衣控制单找出编号及房号 -Check the laundry according to the laundry list and holder, including, room number, giving mark, hangers pieces, bags pieces. 根据洗衣单检查客衣，包括房间号，编号，衣架数量，袋子数量 -Fill the deliver log book properly and clearly to be
20、easily referred. 仔细清楚的填写洗衣交接本，使其容易查询 -Put hangers on the railing, notice that hook open side should not facing you. Bags put into slot carefully. Make sure both hangers and bags loading should be based on their room number. 将挂件挂在送衣车的栏杆上，衣架钩开口不要朝向自己，袋子小心放入车槽中，保证挂件 和袋子按它们的房号装载 -Deliver the laundry bac
21、k to guest room. 送客衣到客人房间 -Be aware of courtesy, respecting, push door bell button, 3 rings or knock the door 3 times with saying: Laundry service, may I come in? 懂得礼貌和尊重客人，按门铃或敲门 3 次并说：洗衣服务，可以进来吗？ -If door opened by guest, you have to greet the guest saying. NINHAO，and state his/her name if possibl
22、e. If the guest is not in the room, open the door with key. 如果房门由客人打开，要跟客人先打招呼：您好，尽量称呼客人的姓名，如果客人没在房 166 间，员工用洗衣万能钥匙打开房门。 -Bags be placed at the end of the bed, king size bed in the center, twin size bed in the left side. Hangers be placed into wardrobe, hung on the rod. Make sure hook open side not
23、facing you, and keep the door closed. 袋装洗衣放在床尾，大床的放中间，双床的放左边。挂件放进衣橱挂好并将门关好，注意 衣架钩开口不要朝向自己 -It is not necessary to ask guest to sign on the laundry for receiving. After placing the laundry, valet runner should leave the room. As soon as possible, whenever the guest is in the room on not. 没必要请客人填写收到洗衣
24、的单据，摆放好客衣后，送衣员要马上离开房间，无论客人是 否在房间 -Fill the guest Laundry Control Sheet honestly and properly. 诚实，恰当的填写客衣控制单。 167 Housekeeping Policies & Procedures Manual 客房部 - 制度和流程指南 Subject: D.N.D Room Guest Laundry Service 主题： D.N.D 房间客人洗衣服务 Ref: 参考号：RMS- HSKP-SOP-110 Prepare by: Director of Rooms Division 起草：房
25、务总监 Date: 日期：2007-08-28 Approved by: General Manager 批准：总经理 Date: 日期：2007-08-28 OBJECTIVE 目的 To respect the guest and to ensure deliver laundry on time to meet guest needs, to prevent any delay. 尊重客人，确保满足客人需求，保证准时送还客衣防止任何的延迟 PROCEDURES 流程 -Do not knock“ DND” room. 不要敲请勿打扰房间的房门 -Fill the Guest privac
26、y card properly. 恰当的填写客人的隐私卡 -Slip the guest Privacy” card into the DND room. To remind the guest. 将隐私卡塞进房间以便提醒客人 -Fill the guest laundry control sheet properly. 准确的填写客衣控制单 -Fill the case into log book properly. Keep the laundry in laundry house. 在交接本上仔细填写 DND 洗衣保存记录，将洗衣保存在洗衣房 -Try to phone the gues
27、t to ask for delivering. 试图电话联系客人是否可以送还洗衣 -Phone the guest once an hour. 每一小时联系客人一次 -If the laundry is unable to deliver back due to DND sign kept on. 如果客衣因房间仍然挂着“请勿打扰”未能送回 -Specially attention should be paid. 168 要加强特别的关注 -The laundry should be kept on the deliver trolley with laundry list and the
28、DND log book should be hand over to Housekeeping office when AM shift take off at 10:30pm. Housekeeping should take responsibility to deliver the laundry 洗衣和洗衣单及 DND 交接本同时保存在送衣车内并作好交接， -Morning shift inspector must take the DND log book from Housekeeping, and check if the DND laundry be delivered by
29、 overnight Housekeeping, if not, it should be carried out continually. 早班员工上班后，检查 DND 洗衣交接本，是否洗衣都已送还，如果有昨天夜里还未送还 的洗衣，早班要继续完成 169 Housekeeping Policies & Procedures Manual 客房部 - 制度和流程指南 Subject: Guest complaining handling 主题：处理客人投诉 Ref: 参考号：RMS- HSKP-SOP-111 Prepare by: Director of Rooms Division 起草：
30、房务总监 Date: 日期：2007-08-28 Approved by: General Manager 批准：总经理 Date: 日期：2007-08-28 OBJECTIVE 目的 It is established to ensure all staff handles guest complaints promptly and to make the guest happy. 此程序建立的目的是为了让员工能够正确处理客人的投诉，保证客人满意高兴 PROCEDURES 流程 Pay attention on the whole story. It should well underst
31、ood what the problem exactly is. 注意整个事件的过程，彻底了解到底发生了什么问题 -Listen carefully and NOD head. 仔细听，并点头表示明白 -Don try to interrupt the guest. 不要试图打断客人 -Don argues with the guest. 不要试图与客人争辩 -Eye contact to the guest. 与客人保持目光接触 -Write down all details. 记录下来所有细节 -Apologize to the guest even it caused not by yo
32、u. 向客人道歉，虽然不是你造成的 -Never blame workmates. 不要责备同事 -Tell the guest immediately what action you are going to take. 告诉客人你将采取的行动 170 -Report supervisor as soon as possible. 尽快的报告主管 -If team leader could not be contacted. Report to manager or assistant manager. 如果联系不到主管，马上报告经理或副经理 -Never promise to do som
33、ething that the hotel cannot carry out or you are not sure about to resolve a complaint check with team leader before you take any action. 如果你不能确定该如何处理，或是酒店不能解决的投诉，不要进行任何允诺，在你做出行 动前报告主管 -Make sure that the action has been taken and that the guest is satisfied. 保证采取的行动会令客人满意 -Report all complaints. However small, to team leader, record the case in the logbook. 报告主管所有的投诉，不管多么小，并在交接本上做记录 171
