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1、精选优质文档-倾情为你奉上Housekeeping Rules & Regulations酒店员工守则1. Always keep your uniform tidy and clean.随时保持制服的整洁和干净2. Wear your name tags at all time.随时戴好自己的名牌3. Keep hands and nails clean at all time. Keep hair cut and combed neatly in place, hair must never touch the collar of uniform, Moustache and side b
2、urns are not allowed.随时保持手和指甲的干净，保持头发整洁，不能超过衣领，不能留胡须和鬓角。4. While on duty, keep your shoes shined and never remove them from your feet. Black shoes and black socks for men and black shoes and white socks for lady are the standard color and no other color is acceptable.上班时随时保持鞋子亮洁，不许脱鞋。男士穿黑色的鞋和袜子， 女士穿
3、黑色的鞋和白色的袜子，不可以穿其他颜色的鞋袜。5. Avoid extreme hair styles for ladies 女士的发型不能过于夸张.6. Avoid manicuring nails, picking tooth, nose, combing hair and attending to other personal matters within public area (Dont spit anywhere).在公共区域避免修指甲，剔牙齿、挖鼻子，梳头发和做其他私人事情。（不要随地乱吐）7. Do not smoke in all hotel area.酒店任何区域不可吸烟。
4、8. Do not chew gum while on duty. No one is allowed to eat and drink while on duty.上班时间不能嚼口香糖。未经许可上班时间不能吃食物和饮料。9. Do not sleep while on duty.上班时间不能睡觉。10. Do not read magazines, books or newspaper while on duty.上班时间不能看杂志、书籍和报纸。11. Do not listen to radio or watch television while on duty, turn off rad
5、io and TV if they are on, when you enter the room and guest are out. Then carry on performing your duties.上班时间不能听收音机、看电视。进入宾客房间时，客人不在，应关掉运行着的电视或收音机，然后做自己的工作。12. Do not keep any property, not belongings to you personally, even if you found them on the corridors, elevators or in any public place and o
6、ffice. Report immediately any left property to the housekeeping clerk and hand to supervisor immediately.无论你在过道、电梯、办公室或酒店任何公共区域拾获任何不属于自己的物品都不能据为己有，马上报告给宾客文员并尽快交给主管。13. Do not use guest elevators, except on extreme emergency case and with permission of Executive Housekeeper.不能乘坐客用电梯，除了紧急情况并得到经理的同意。14
7、. Arrive in plenty of time to change into your uniform so as to report for duty in the Housekeeping office on time.提前到达酒店并更换好制服，准时到宾客中心报道。15. Do not absent, unless absolutely necessary, inform the Housekeeping office immediately.除非万不得已，不要缺席，如果需要应及时通知客房办公室。16. Do not gossip either with guest about ot
8、her guests or about associates.不要和宾客谈论任何其他客人和同事。17. Be as courteous to your fellow associates as you would be to guests.礼貌地对待你的同事就象对待饭店客人一样。18. Leave all personal problem at home and dont bring them into the hotel, as it will only effect your work.处理好个人私事，不要把它带到酒店，这样会影响你的工作19. Meet friends and famil
9、y outside the hotel. Do not invite friends and relatives in to any area of the hotel.在酒店外边会见你的朋友或是家人。不要在酒店任何区域邀请朋友和亲戚。20. Do not make any telephone calls in the hotel unless necessary, outside call should only be made in your own time and with the telephone specially provided.除非必要不要使用酒店的电话，外线电话请在自己的
10、时间用酒店提供的特别电话进行。21. Do not at any time sit in areas designated for guest.任何时候都不能在规定的宾客区域坐。22. Stand straight and walk straight. Do not lean of walls and corners.站立和行走要直，不要靠墙和墙落。23. Do not carry food away from areas designated for eating or eating food elsewhere.不能将食物带出指定的区域。24. Keep in mind at all ti
11、mes that the hotel must look clean and be cleaned help to keep it so. Pick up papers and other trash and garbage from floors in any area you pass through even though it is not your area, and you did not drop it. Do not drop paper trash or garbage in the corridors or elsewhere.始终牢记酒店必须保持清洁干净，这些需要大家来保
12、持，所经过区域遇到垃圾及时清理不管是不是你所辖区域。不要将纸屑、垃圾丢在过道和其他地方。25. Do not make unnecessary noise likely to disturb or annoy hotel guests. Such as :a Laughing loudly. B whistling and chatting with co-employees. C running on the stairs and corridors d singing.不要制造任何不必要的噪音打扰客人，比如大声笑，聊天、吹口哨，在过道奔跑和唱歌。26. Stay only on the f
13、loor assigned to you.只能在楼层指定区域留守。27. Keep every inch of your floor spick and span, this includes backstairs and exit doors.保持你楼层每一寸地方都非常干净，包括后楼梯和安全通道。28. Station yourself at post when through with cleaning rooms.整个清洁房间期间都要明确你的岗位和职责。29. Report breakage, damage, shortage or any unusual condition on th
14、e room to your immediate supervisor.如发现有任何异常情况如破损，损坏和缺陷应立即向你的主管报告。30. If room key is found outside door, knock gently and courteously, hand to the guest the key, if inside the room. If not, lock door and send key to Housekeeping office.如果发现宾客房间的钥匙在门上，客人如在房间则应敲门有礼貌的把钥匙交给客人。如果宾客不在房间则将钥匙交到宾客中心。31. Noti
15、fy floor supervisor if you find guest in room ill or drunk or noisy.如果发现房间的客人生病或者喝醉了酒闹事立即通知楼层主管。32. Greet according to time of day, preferable using their name, example: “Good morning Miss Thomas” “Good evening Mr. Burn.”根据一天中的不同时候礼貌地并用客人的名字来称呼对方，例如：“早上好，Thomas 小姐” “晚上好，Burn先生。”33. Greet guests with
16、 proper cordiality. Never use “Hi or Hello” in greeting hotel guests.用礼貌的言辞与客人大招呼，不能用“或”34. Use courtesy words such as: “Sir, Madam, Thank you, please. Im sorry. I beg your pardon, etc.”.用礼貌用语，如“先生，小姐，谢谢，请。对不起，可以再说一遍吗，等等。”35. Always surrender equipment to your storeroom. Be sure to clean them first
17、before storing them.保持库房的机器的正常使用，确保机器入库前是干净的。36. If you have to see the doctor, the floor and public area supervisor should be informed. Anyone who leaves his area of responsibility without informing his floor and public area supervisor will be given misconduct notice.如果你需要看医生，要经过楼层或者公区主管同意。任何人不得擅自离
18、开自己的工作岗位除了楼层或者公区主管的同意，否则将处以违纪处分。37. Do not use any bathroom or bedroom linen as rags.不能使用房间和卫生间的布草作为抹布。38. Never use facilities inside the guest rooms such as bed, telephone, toilet bowl etc.千万不要使用客房设备，如：床，电话，厕所，毛巾等等。39. Never answer the telephone in an occupied room.不要接住客房的电话。40. All soiled bedroom
19、 and bathroom linen should be taken to the soiled linen trolley as soon as they are stripped taken from the guest room.一旦客房里有脏布草就应撤除，放入工作车的布草袋内。41. It is prohibited to give any confidential information regarding the management, function or other guests in your section. Should such a question be aske
20、d, please advise the guest politely to obtain the correct information from the AM.禁止将饭店关于饭店管理层和其他宾客信息泄露出去，如果客人询问要礼貌回绝客人，建议客人与大堂副理联系获得更多信息。42. Do not “hang around” during working hours with your friend or fellow workers in front of room or corridors or service areas.工作时不要在过道和服务区域内和你的朋友或同事逗留。a There i
21、s always something to do in your section. For instance cleaning your pantry, etc. Do not idle your time away.在你的工作区域内不断的找事情做，如：清理工作间，等等。不要游手好闲。b Do not loiter around. It gives every bad impression to the guest Lazy and uninterested will be his opinion of you.不要在周围闲逛，这样会给客人很坏的印象，会认为我们的工作人员很懒散。c Anyon
22、e “hanging about” on the corridor or other areas must be reported to the supervisor immediately.发现任何人在过道或者其他区域逗留立即向主管报告。43. If any kind of problem should occur, do not start to discuss the matter lengthily and in vain, but call your supervisor immediate who will help to solve the problem in the righ
23、t way.如果发生任何问题，不要长时间无用的议论，应该马上通知主管来处理。44. Any room not serviced by 2:00 P.M. has to be reported to the floor supervisor.到下午2：00还不能打扫卫生的房间，要报告给楼层主管。45. Any pets or insects found in the room, public areas etc. Must be reported to the Executive Housekeeper.在房间或公共区域等地方发现昆虫或宠物必须报告给部门经理。46. Special reques
24、t may be received from the guest, such as extra chairs, blankets, pillows, hot water bag, etc. in such case, the supervisor has to be informed immediately.有时你会接到客人的特殊要求，如借：毛毯，椅子，枕头，热水壶等，你必须及时通知你的主管47. No guest room door may be opened by the room attendant or floor supervisor to anyone except enginee
25、ring, room service, valet or porter. No not keep them waiting.客房服务员和主管严禁为其他人开客房门，除了工程维修、送餐服务、洗衣服务和行李搬运。48. Anyone else making request that the door be opened for them should be courteously referred to the GRO who will go up with a key. It is a serious offense to infringe this rule.其他人若须开门应有礼貌地告诉与GRO
26、联系，这一规定严禁被打破。49. Do not stand around check out rooms on purpose, as it will make the guest feel that you want a tip. Be proud of your position, develop good working habits.不要站在预退房的门前，让客人觉得你想索取小费，以自己职位感到自豪，养成良好的工作习惯。50. Cooperate with all levels of associates from other departments be polite and nice
27、 to them as well.与其他部门建立良好的同事合作关系。51. We must wait for a while before entering a room当我们进入房间时要先等一会儿。52. Do not open or show other rooms to guest without permission.没有经过允许不要开其他房间给客人看。53. Do not use or try any articles from guest rooms.不要使用和尝试客房的任何物品。54. Do not use hotel property for self benefit.不要为了
28、个人利益，使用酒店的任何财产。55. Any money, jewelry found in occupied or check-out rooms must be reported to supervisor immediately.无论在住客房还是退房发现现金或珠宝必须马上报告管理人员。56. Do not take out from the hotel (present or items discarded by guest, L&F items) anything, without proper written authorization ( gate pass).不准将酒店的任何物品
29、带出酒店（赠品、客人丢弃，L &F 等物品），除非得到批准（出门条）。57. Never bring anything into the hotel, except inform the security office or housekeeper.不要将任何物品带入酒店，除了部门经理或保安部经理同意以外。58. Throw away guest belongings as rubbish we should not decide for the guest, if the guest wants to throw away, he will put into the rubbish bin.不要随便把客人的物品当垃圾扔掉。如果客人想仍，他会扔进垃圾桶里。59. Go through guest belongings you might find something very attractive and interesting to you, but do not do that, just consider “ do you like it when somebody goes through your own belongings?”当你看见客人的物品你非常喜欢时，不要去动或者去拿。你想：“你会让别人动或拿你的东西吗？”专心-专注-专业