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1、帝豪花园酒店国际俱乐部 Royal Garden Hotel International Club管家部Housekeeping Department标准操作程序STANDARD OPERATION PROCEDURE国际酒店管理手册International Hotel Management Handbook了解个人服务提供者（管家）这个行业The profession of a service provider (Butler)欢迎了解这个非常古老而又受尊敬的行业，这个行业使得许多人的生活发生了改变！ Welcome to the world of a very old and highl
2、y respected profession, that makes a difference in many persons life!“管家”这个词来源于法语“bouteiler”，意思是装瓶商，但是据说在圣经中也提到过这个词。The word butler come from the French term for bottler for bottler bouteiler. But according to an old dictionary entry it was even mentioned in the Bible!管家或者说服务提供者在家庭、酒店、或私人游艇中起到举足轻重的作
3、用，他领导者一个由专业人士组成的团队，不仅给雇主或者客人提供超出其预期的个性化服务，而且保证提供服务的人更加机敏，具有更完备的知识与信息。Basically a butler, the Personal Service Provider, is a key element in a household, hotel, or private yacht, heading a team of professionals that delivers a level of personalized service that exceeds not only the expectations of th
4、e employer or guest, but will secure a more sensitive and better informed service.操作程序Operate Procedure 部门Department: 娱乐部Entertainment Department 分部门Section: PA部PA Department负责人Reports To: PA副管PA Service Asst. Supervisor 文件号Documents NO.: ED.20060101012文件主题DocumentsSubject: 洗消间操作程序 Scrub Rooms Opera
5、te Procedure 文件目的DocumentsGoal: 为了规范洗消间的日常清洁操作程序，使PA部能按程序要求搞好洗消间的卫生清洁管理，营造良好的卫生环境和优质的服务氛围，以进一步树立国际俱乐部整体形象及提高服务品牌效应，特拟定此洗消间的清洁保养程序。制定/更新于Reviewed By: 2006年01月01日 Jan. 1st, 2006程序内容Procedures Content:A. 玻璃杯具手洗程序：a.首先清除杯内残留物品，轻放入洗杯池；b.用杯刷加洗洁精擦洗，再放入消毒池消毒；c.消毒后放入漂净池用清水过干净；d.杯口朝下，放入杯筐，搬到指定地方分类摆放。 B. 玻璃杯具机
6、洗程序：a.首先清除杯内残余物品；b.将杯轻放入活水洗杯池进行漂洗；c.将杯口朝下倒插在洗杯机的杯刷座上；d.启动洗杯机开关，进行约10分钟的机器清洗；f.将杯取下，口朝下放入杯筐，搬到指定位置摆放。C. 陶瓷餐具的清洗程序：a.清除餐具内残留物品至垃圾桶；b.放入池内用白洁布或毛巾布清洗干净餐具油渍；c.放入消毒池进行消毒；d.放入漂清池用清水过干净；e.口朝下放入胶盆内，再端到指定地点分类摆放整齐。D. 不锈钢餐具清洗程序：a.将刀、叉、勺等餐具统一收集到指定小盆内清洗；b.放适量洗洁精用毛巾布擦洗；c.放入清水清洗干净；d.用抹布擦拭干净水渍；e.再放入消毒柜进行消毒，杯具、餐具都严格做
7、到一洗、二清、三消毒的原则。E. 银器的清洁保养程序：a.把残留器具内的物品清洗干净；b.用热水加洗洁精清洗干净，不可用钢丝刷及洁白布擦洗，只可用毛巾布之类软质部擦洗；c.擦洗后漂过清水，再用毛巾布擦拭干净；d.放入消毒柜进行消毒，不可将其放入漂白水漂洗，必要时定期用擦银膏或镀银水保养。F. 杯具的消毒程序：a.杯具要定期收集到洗消间进行统一消毒；b.首先准备若干大白桶，加入适当清水；c.放入适量漂白水、消毒液；d.把杯具分类放入桶中浸泡一夜；e.次日将杯具捞出，再用清水冲洗干净即可。G. 毛巾的清洗程序：a.把干净毛巾与脏毛巾分开；b.将脏毛巾放入指定桶内，加适量洗衣粉、漂白水用温水浸泡15
8、分钟后经初步清洗，再同干净毛巾一同放进洗衣机进入正常清洗程序；c.加适量洗衣粉、漂白水、消毒液进行机洗；d.洗净后拿出折叠好放于毛巾车进行高温消毒。 制定人 Prepared By 部门主管 Department Head 日期 Date . 批准人Approved By 总经理General Manager 日期 Date 此操作程序的内容将根据俱乐部实际的要求定期进行更新。The content of this Operate Circuit will be reviewed on a regular basis to incorporate any new responsibilitie
9、s which reflect the club business requirements.酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP附件：酒店各部门英文缩写总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT
10、 MANAGER 大堂经理 DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FO-FRONT OFFICE 前厅部 FOM-FRONT OFFICE MANAGER 前厅部经理 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 F&B-FOOD&BEVERAGE 餐饮部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 行政总厨 A.T.K Administrative total k
11、itchen收益管理经理 Revenue ManagerRECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店职位英语 董事长 Board Chairman (Director)董事总经理Managing Director经济师Economist首席会计师 Chief Accountant总经理General Manager副总经理Deputy General Manager (Vice)驻店经理Resident Manager总经理行政助理Executive Assistant Manager总经理秘书Executive Secretary
12、总经理室Executive Office (G.M office)机要秘书Secretary接待文员Clerk副总经理Vice General Manager总经理助理Assistant to General Manager总经理秘书Secretary to General Manager行政秘书Executive Secretary人力资源部Human Resources Division人事部Personnel Department培训部Training Department质检部Quality Inspection Department员工关系部 Staffing Relationshi
13、p Department人力资源开发总监Director of Human Resources人事培训经理 P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员 Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary员工事务长 Staff Purser车队队长 Driver Captain Chief Driver 员工宿舍管理员 Dormitor
14、y Keeper员工餐厅勤杂工 Staff Restaurant Cleaner司机 Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher 市场营销部Sales & Marketing Division 销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing销售部经理Director of Sales公关经理Public Relation Manager宴会销售经理Banquet S
15、ales Manager销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表 Senior Sales Executive 销售代表 Sales Executive 公关代表 P.R. Representative 公关部经理Public Relation Manager公关部主任Public Relation Supervisor 高级客户经理Senior Account Manager资深美工Senior Artist美工Artist销售部联络主任Sales Coordinator计划财务部Finance a
16、nd Accounting Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department 财务总监Financial Controller (Director of Finance)财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purchasing Manager采购部主管Purchasing Officer 总出纳
17、Chief Cashier仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain总台结帐领班F/O Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采购员Purchasing Clerk - F&B物资采购员Purchasing
18、 Clerk - Material食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier总台收款员 F/O Cashier保健部技术经理Health Technical Manager 保健部主管Health supervisor康乐部Recreation and Entertainment Department舞台总监：Stage Performance Director 艺术总监：Arts Director消防员：Fireman 拓展部经理：Marketing Manager 楼面经理：Servic
19、e ManagerDJ部高级工程师：DJ Senior Engineer康乐主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞台主任：Stage Performance Supervisor康乐领班(楼面部长)：Captain DJ部长：DJ Captain 舞厅服务员：Waiter/Waitress健身房服务员：Gymnasium Attendant桌球服务员：Billiard Attendant主持：Preside演员：Actor& Actress服务员：Waiter & WaitressDJ员：DJ咨客：Hostess房务部Room D
20、ivision前厅部Front Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk销售中心主任Sales Center Supervisor礼宾部经理Chief Concierge行李员Bellboy女礼宾员Door Girl礼宾司Door Man客房总监Director of Housekeeping前厅部经理Front Office Manager前
21、厅部副经理Asst . Front Office Manager 大堂副理Assistant Manager宾客关系经理 Guest Relation Manager礼宾主管Chief Concierge客务主任Guest Relation Officer接待主管Chief Concierge接待员Receptionist 出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房务中心文员Room service Clerk 楼层主管Floor supervisor楼层领班Flo
22、or Captain客房服务员Room Attendant洗衣房经理Laundry Manager 公卫主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服务中心领班：Service Center Captain 公卫领班：PA Captain 水洗领班：Laundry Captain 干洗领班：Dry Clean Captain 布草领班：Uniforms Captain 仓管员：Store man 清洁工：P.A. Man 客房服务员：Room Attendant 缝纫工：Seamstress 熨烫工：Pr
23、esser 洗涤工：Washer 餐饮部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager西餐厅经理Western Restaurant Manager中餐厅经理Chinese Restaurant Manager咖啡厅经理Coffee Shop Manager餐饮部秘书F&B Secretary领班Captain迎
24、宾员Hostess服务员Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department 总管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清洁工：Cleaner宴会销售部经理：Banquet Sales Ma
25、nager 宴会销售主任：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager西餐部经理：Western Restaurant Manager营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender 酒吧服务员：Barman 咖啡厅主管：Coffee Shop Supervisor 高级主管；Senior Supervisor 领班：Captain 高级服务员：Senior Waiter & Waitress 服务员：Waiter & Waitress咨 客：Hostess传菜员：Pant
26、ry man实习生：Trainee工程部Engineering Department工程总监Chief Engineer工程部经理Engineering Manager值班工程师Duty Engineer工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空 调 工Air-Conditioning Attendant锅 炉 工
27、Boiler配 电 工 Electrician强弱电工Strong & Weak Current Worker机修工Mechanician木 工Carpenter万能工Fitting-up Worker水 工Plumber文 员Secretary仓管员Storeroom Keeper保安部Security Department保安部经理Security Manager保安部副经理Asst. Security Manager保安部主任Security Manager保安员Security Manager安消部经理Security Manager警卫领班Security Captain门 卫Entrance Guard巡 逻Patrol Guard监控员TV Monitoring Clerk商场部Shopping Arcade Department商场部经理Shop Manager商场营业员Shop Assistant酒店管理之家Page 11 of 11