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1、1/170 STANDARD OPERATING PROCEDURES 标 准 工 作 程 序 2/170 HOUSEKEEPING DEPARTMENT 客 房 部 3/170 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.municate with Hous
2、ekeeping Department 与客房部沟通 6.How to Greet the Guest 怎样问候客人 7.Dect phone Control 小灵通管理 8.Occupational Health and Safety 职业健康卫生及安全 4/170 HOUSEKEEPING OFFICE&GUEST FLOOR 客房办公室及客房服务 9 Lost and Found Procedure 失物招领程序 10.Monthly Linen Inventory 月度布草盘点 11.Master Key Sign Out Procedure 万能钥匙签领程序 12.Sign in P
3、rocedure 签到程序 13.Sign out Procedure 签退程序 14.Guest Room Amenities&Supplies Set-up 客用品配放 15.“Do Not Distribute”Procedure for Rooms 房间“请勿打扰”程序 16.Clean Room Procedure 清洁房间程序 17.How to Clean Electric Kettle 怎样清洁电水壶.18.How to Clean the Glasses 怎样清洁玻璃杯 19.How to Clean Ice Bucket 怎样清洁冰桶 20.How to Change Pi
4、llow Case 怎样更换枕套 21.How to remove laundry wooden boxes/hangers 撤出送衣篮及衣架 22.Reporting to the Guest Floor 到楼层报到 23.How to make up bed 怎样做床 24.How to Clean the Bath Room Floor 怎样清洁浴室地板 25.How to Clean the Mini Bar 怎样清洁小酒吧 26.How to Dust the Furniture 怎样给家具擦尘 27.How to clean the mirror 怎样清洁镜子 28.How to
5、Clean the Bath Tub 怎样清洁浴缸 29.How to Clean Shower Room 怎样清洁淋浴间 5/170 30.How to Clean the Bath Room Wall 怎样清洁浴室墙面 31.How to clean the vanity top and hand basin 怎样清洁面台和面盆 32.How to Clean/Polish the Bathroom Fittings 怎样清洁和抛光浴室电镀配件 33.How to Clean the Toilet Bowl 怎样清洁马桶 34.How to Vacuum the Carpet 怎样给地毯吸
6、尘 35.How to Clean the Telephone Set 怎样清洁机 36.How to Handle Wake up Call 怎样处理叫醒服务 37.Guest Shoe Shine Service 擦鞋服务 38.Safe Deposit Box needs to be opened in Checked out guest room 当客人离店后要检查保险箱必须打开 39.How to Handle the Left Guest Room vine card 怎样处理无用的客房钥匙卡 40.Extra Bed and Baby Cot Procedure 加床和婴儿床处理
7、程序 41.Guest Laundry Pick up During Room Check 查房同时收取客衣 42.Guest Laundry Pick up Requirement via Receiving Call 客人要求收取洗衣 43.Fold Towel 毛巾的折叠 44.How to Remove Room Service Basket 怎样撤出送餐的餐具 45.How to Clean Guest Floor Corridor 怎样清洁走廊 46.How to Assist Guest with Luggage/Parcel 怎样协助运送客人行李 47.Mini-bar con
8、sumption check 小酒吧消耗检查 48.Mini-bar daily replenishment 每日补充小酒吧 49.How to Handle“Open Door”Request 怎样处理开房门的请求 50.Breakage,Loss and Damage Procedure 遗失损坏处理程序 51.How to Check Guest Floor Corridor 如何检查走廊 6/170 52.How to Inspect Bathroom 如何检查卫生间 53.Care and Handling of Guests Belongings 小心照看客人财产 54.Retur
9、ning Keys and Worksheet 交还钥匙和工作表 55.Check into Housekeeping Office 在客房部办公室报到 56.Vacuum carpet after washed 洗过地毯后的吸尘 57.How to Escort Guest to Elevator 怎样护送客人至电梯 58.Cleaning chemical using in Housekeeping 客房部常用的清洁剂 59.How to polish wooden surface 如何给木制表面抛光 60.How to use and clean a vacuum cleaner 如何使
10、用和清理吸尘器 61.Guest Laundry Emergency 紧急洗衣 62.Super clean program 超级清洁程序 63.One Entry Room System 一次进入房间 64.Zero Room Defects 零缺陷的房间 65.Turndown Service 开床服务 7/170 PUBLIC AREA 公共区域 66Push brush sweeping 扫地 67 Dust mopping 推尘 68 Wet mopping 湿拖 69 Wall washing by hand 手工洗墙壁 70 How to Clean the A/C Grill
11、怎样清洁空调口 71 How to shampoo carpet-extraction 抽洗地毯 72 How to Clean Upholstery Fabric 怎样清洁沙发及软包墙面 73 How to Clean Wall-paper 怎样清洁墙纸 74 Cleaning of Office 清洁办公室 75 Cloak Room Procedure 衣帽间的程序 76 Staircase cleaning 清洁楼梯 77 How to clean windows 怎样清洁窗户 78 Stone floor scrubbing 擦洗石制地面 79 Locker room cleanin
12、g 更衣室的清洁 80 How to polish wooden surface 如何给木制表面抛光 81 How to use and clean a vacuum cleaner 如何使用和清理吸尘器 82 Dry foam shampoo on carpet 干洗地毯 83 Cleaning of outlets 各餐饮场所的清洁 84 Inspection of back of house 后区的检查 85 Cleaning of lobby 大堂的清洁 86 PA.Store room PA 的仓库 8/170 87 Cleaning supplies and equipment r
13、eturn 返还清洁用品及设备 88 How to clean urinal bowel 怎样清洁小便池 89 How to polish brass 怎样给铜器抛光 90 How to clean skid proof and dustproof pad 如何清洁防滑垫及防尘垫 91 How to crystallization for marble floor 怎样给 XX 石地面做晶面处理 92 How to maintain and clean leather surface 如何保养和清洁皮革表面 93 How to clean telephone 怎样清洁 94 Cleaning
14、of pantry/store room 清洁工作间和储藏室 95 Washroom Care 公共卫生间的清洁 96 Check into public area service associates PA 员工报道的检查 97 Prepare daily work allocation 准备日常工作分配 98 Lobby inspection 大堂的检查 99 Inspection of lifts 检查电梯 100 Inspection of restroom 检查洗手间 101 Inspection of outlets 检查各餐饮场所 102 Inspection of back s
15、tairs 检查后楼梯 103 Inspection of pantry/store room 检查工作间及储藏室 9/170 UNIFORM DEPARTMENT 制服室 104 Guest Laundry Check 检查客衣 106.How to handle discrepancy 如何处理差异 107.Damage Laundry Confirmation 确认破损 108.Guest Laundry Deposit Service 客衣存放服务 109.How to handle guest laundry express and pressing service.如何处理加快服务
16、及熨烫服务 110.Guest laundry delivering 返还客衣 111.D.N.D Room Guest Laundry Service D.N.D 房间客人洗衣服务 112.Guest plaining handling 处理客人投诉 10/170 Housekeeping Policies&Procedures Manual 客房部-制度和流程指南 Subject:GROOMING AND APPEARANCE 主题：仪表仪容 Ref:参考号：RMS-HSKP-SOP-001 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28
17、 Approved by:General Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Maintain a clean,tidy and fresh appearance during your work.在你的工作中保持干净，整齐，清新的外貌 PROCEDURES 流程 -Keep clean and be optimistic during work time.在工作时间保持干净及乐观的态度-Make self-check and grooming check at any time.随时进行仪表仪容的自我检查-Wear tidy unif
18、orm with all buttons buttoned up.Pay attention not to roll up cuffs or sleeves.穿系好纽扣的整齐的制服，不能挽起衣袖-Change the uniform in time if it is stained,crumpled,dirty or smelly.及时更换有污渍，褶皱，脏的，有异味的制服-Wear your name tag correctly with your uniform,the name tag is part of your uniform.将名牌别在制服正确的位置，名牌也是制服的一部分-Pay
19、attention that uniform has no damages.留意制服不要有破损-Wear shoes and socks as issued:穿规定的鞋袜-Black shoes and black socks for male.男士穿黑鞋黑袜-Black shoes and neutral color stockings for female.女士穿黑鞋肉色长袜-Check your shoes:shoes should be clean,polish and in good condition.检查你的鞋：是否干净，光亮，并处于完好状态-Check your socks a
20、nd stockings:they should be clean,odor free and no holes.检查你的袜子：是否干净，无异味和破洞-Check your uniform:it should be clean,well pressed and have no tears or damage,No missing buttons.检查你的制服：是否干净，熨烫整齐，无破损或纽扣丢失 11/170 Housekeeping Policies&Procedures Manual 客房部-制度和流程指南 Subject:CHECK UNIFORM AND HOW TO GROOMING
21、 STANDARDS GROOMINGANDAPPEARANCE 主题：制服检查及仪表仪容标准 Ref:参考号：RMS-HSKP-SOP-002 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:General Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Ensure that our staff always maintains a good appearance during work Make sure standards arefollowed at all ti
22、mes.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 -Supervisor have to check their associates uniform and grooming in the briefing and conduc t spot checks any time during the day during work 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-The uniform pressedwithout stains,tears and odor 制服熨烫整齐，无污渍，破损，异味-Butt
23、on up all buttons 系上所有纽扣-Dont roll up sleeves,to change if the uniform does not fit 不要卷起袖口，如果不合适就去更换-Wear name tag correctly.正确的佩戴名牌-Black shoes and socks for maleblack shoes and body color socksfor female.Ensure that shoes and socks arewithout tears or damageTo check grooming andappearances.男士穿着黑色鞋
24、袜，女士穿着黑色鞋子，肉色丝袜。并检查确保无破损-Hair to be bed and brushed For male,the hair should notcover eye brow and the backshould not touch collar or be over the ears.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-Make sure arrival at Office is15mins in advance.提前 15 分钟到办公室 -For female,long hair should be coiled up at the back wi
25、thairnet,short hair should not 12/170 cover the shoulders,and all hair pins are to beblack in color.女士长发要用发网盘起，短发不过肩，发卡只限于黑色-Nails should be closely trimmed,nail polish is allowed but in natural color only 指甲油只限于透明色，并保持光亮和平整-Large or hanging earrings are not allowed,bracelet chain is also not allowe
26、d.夸 X 和悬挂式的耳环是不允许的，手镯也是不被允许的-No rings except engagement or marriage ring 不可戴戒指，订婚或结婚戒指除外-Remind associates to check for bad breath.保持口腔无异味-Supervisor will also beresponsible to spot check PACleaners uniform,appearance and to correct it at any time during working time 主管要在工作时间随时抽查 PA 员工的制服，仪表-Pay par
27、ticular attention to checkif their uniform is worncorrectly,such as if any buttonsis opened,if the sleeves arerolled up etc 检查制服时要注意细节，例如纽扣没系好，袖子卷起来等-Keep reminding PA Cleaners to pay attention to their appearances.提醒PA员工注意他们的外表-13/170 Housekeeping Policies&Procedures Manual 客房部-制度和流程指南 Subject:BODY
28、 LANGUAGE AND ATTITUDE 主题：肢体语言及态度 Ref:参考号：RMS-HSKP-SOP-003 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:General Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Good and polite manner shows respect to our guests.良好及礼貌的举止显示我们对客人的尊重 PROCEDURES 流程 -Maintain good manners at any place and
29、at any time when at work,pay attention to your cleanliness.Wear your name tag at all times.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-Do not put your hand into yourPockets.手不要插在兜里-Do not lean against the wall at any time.任何时间不要倚靠着墙站着-Do not smoke,pick teeth,spit or clean your nails in public.在公共场所不许抽烟，剔牙，吐谈或剪指
30、甲-Walk quickly but not run.走路要快，但不要跑-When walking shoulder to shoulder with guests,let guest go first.当与客人并排时，请客人先走-When talking with guest,be polite and smile.当与客人谈话时要有礼貌并保持微笑-Maintain a respectful distance with guest when speaking.与客人谈话要保持一定的距离-Stand straight,never cross your arms.要站直，双臂不能交叉在胸前-Ma
31、intain eye contact with guest.保持与客人的眼神接触-Listen earnestly to guest and do not disturb when guest is talking.当客人说话时要认真听，不要随便打断。-Do not bring bad mood to work.Politely provide your best service.不要带着情绪工作，要优雅的提供你最好的服务 14/170 Housekeeping Policies&Procedures Manual 客房部-制度和流程指南 Subject:HOW TO CONDUCT BRIE
32、FING 主题：怎样主持例会 Ref:参考号：RMS-HSKP-SOP-004 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:Hotel Manager 批准：酒店经理 Date:日期：2009-07-28 OBJECTIVE 目的 Check and ensure that all required work can be covered in order to meet all standards and ensure guest delightTo create a good work 检查并确保所有必需的工作
33、符合标准，确保创造一个良好的工作环境 PROCEDURES 流程 -Check your associates according toSign-in sheet and schedule.检查你的员工是否按时签到-Greet your associates by saying“NinHao”问候你的员工“您好”-Check each of your associatesappearance and grooming.检查你每个员工的仪表仪容-Check name tags and correct anystandards that are not met.检查名牌是否符合标准-Take al
34、l the necessary reports and log books to conduct themorning briefing.主持例会，报告必要的事项及交接本所记录事宜-Meet associates all together in housekeeping office.在客房部办公室跟员工一起会面-Ensure that everyone has a pen to take notes.确保每个人用笔记录下相关事宜-Discuss special tasks for the day.讨论当天特别工作安排-Discuss guest and VIP arrivals and sp
35、ecial remarks.讨论预抵的客人及 VIP，和特别的注释-Discuss any group arrivals.交待所有预抵的团队事宜-Discuss any guests special requests and projects.交待任何客人特别的要求和计划-Review guest ments.回顾客人意见-Discuss any problems that arose.讨论任何可引发的问题 15/170-Review any follow-up that needsto be done 回顾任何需要跟办的事项-Inform associates of any special
36、events,banquet events,and general hotel events.告知员工所有事件，宴会，及常规的酒店活动-Before ending the briefing check whether associates has any questions and that they know what to do.在例会完毕之前，要问员工是否有问题，及他们是否知道该怎么做-Check your associates for clearunderstanding of assignments.检查你的员工是否完全明白他们的工作分配-Ask if any thing is un
37、clear.如果有任何不清楚就问-Get feedback or suggestionfrom your associates.你的员工要有反馈或建议-Report any major concerns tothe AM.汇报主要的顾虑给副经理-Always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training.为改进工作，经常在员工的日常工作区域进行 15 分钟以内的简短培训 16/170 Housek
38、eeping Policies&Procedures Manual 客房部-制度和流程指南 Subject:MUNICATE WITH HOUSEKEEPING DEPARTMENT 主题：与客房部沟通 Ref:参考号：RMS-HSKP-SOP-005 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:General Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Ensure munication with guest and colleague so as to show
39、 our sincerity and respect to him/her.确保讯息传达给客人和同事，并表示出我们的真挚和尊敬 PROCEDURES 流程-Housekeeping Office takes important role in municating with guests or among departments.If it does not work well,it will affect service quality,work efficiency and hotel reputation.客房部办公室在与客人及部门的沟通中扮演极为重要的角色。如果不能运作良好的话，将会直
40、接影响服务质量，工作效率及酒店声誉。-When the telephone rings,you should stop all work to answer the telephone(within 3 rings).当铃响起时，你要停止手边一切工作，在 3 声之内接起它 -When answering the telephone,speak politely:NinHao,This is xxx from Housekeeping,may I help you.”当接起时要说：您好，客房部，我是，有什么可以帮您？-Always remember to municate with other
41、Departments via Housekeeping Office and also to report any special activities.永远记住通过客房中心与其他部门联系及报告任何特殊活动 Housekeeping Policies&Procedures Manual 17/170 客房部-制度和流程指南 Subject:HOW TO GREET THE GUEST 主题：怎样问候客人 Ref:参考号：RMS-HSKP-SOP-006 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:General
42、Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Show your great respect and courtesy for the guest.对客人显示你的礼貌和尊重 PROCEDURES 流程 See.参照个人仪表仪容标准-Do not fold arms;put hands inpocket when working.Stand straight and do notslouch.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&say“NINH
43、AO”微笑着问候客人，用清晰的声音说“您好”-Stop walking or working.停止走路或工作-Smile.微笑-Make eye contact with the guest.跟客人有眼神的接触-Stand straight.站直-Let guest go first.让客人先走-To greet the guest by saying“NINHAO”Use guests name if you know.问候客人要说“您好”尽量称呼客人 XX Housekeeping Policies&Procedures Manual 18/170 客房部-制度和流程指南 Subject:
44、DECT PHONE CONTROL 主题：客房小灵通的管理 Ref:参考号：RMS-HSKP-SOP-007 Prepare by:Housekeeper 起草：行政管家 Date:日期：2009-07-28 Approved by:General Manager 批准：总经理 Date:日期：2009-07-28 OBJECTIVE 目的 Ensure dect phones for associates haveenough functions to provide efficient service.确保员工的功能良好，可以提供有效的服务 PROCEDURES 流程-All house
45、keepings dect phone iskept in the phone cabinet in theHousekeeping office.The issue and return of dect phone is overseen by the HSKPOffice coordinator.A dailyinventory is required.所有客房部小灵通必须保管在办公室柜里，有文员负责发放和回收，并每天必需盘点-Dect phone are issued by the HSKP.Office coordinator from the housekeeping office
46、when theAssociates sign-in.当服务员签字后，文员才能从办公室发放-Dect phone issue record is kept together with the attendant sign-in/out sheet.所有小灵通发放记录都必须在员工签到本上-Check the dect phone for any damages or malfunction.检查小灵通的任何损坏或故障-Clip on waist belt after receiving the dect phone 收到后要别在腰带上-Dont turn off the dect phone t
47、ill youare off duty and return it to HSKP Office.当你上班时或还回办公室之前，不许关掉小灵通-Do not put inside uniform pocket.不要将小灵通放在制服口袋里-Return call immediately whenyour dect phone is beeping 当你的小灵通响时，要立即回-If the paging is by code message,return call to HSKP office afterpleting the task.To informthe Office that the ta
48、sk has beendone.如果是密码短信，当完成这个任务后，要回复办公室，这个工作已完成-Do not turn off the dect phone while on duty.Even during duty meal,return call immediatelywhen being paged.上班时间不要关掉小灵通，甚至在吃工作餐期间也一样，如果响了，立即回 -Any code messages you cannot do for any reasons,you shouldreturn a call to HSKP.Officeimmediately to inform an
49、d ask for help.19/170 任何原因导致你不能去做的密码短信，你可回电给办公室通知她或寻求帮助-All dect phones are returned to HSKPoffice when off duty.下班时还回所有小灵通-Office coordinator should take An inventory of all dect phones at every shift end and hand over tothe next shift Office coordinator.文员必须清点每个班次的小灵通，并且要交接给下一个班次的文员-Make sure no d
50、ect phones is returned with damages.确定没有还回的小灵通是损坏的-All defects on dect phones should bereported to the Office coordinator 所有小灵通的缺陷故障要汇报给文员-If a dect phone is not working,the Office coordinator should contact the telephone Dept Manager.如果小灵通不能工作，文员要联系总机主管-Any dect phones that are sent out forrepair s