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1、【酒店資料】五星級(jí)大酒店客房部sop 五星級(jí)大酒店客房部sopSTANDARD OPERATING PROCEDURES標(biāo) 準(zhǔn) 操 作 程 序POLICY NOSUBJECT制度編號(hào) 主題HSKP - 001Standard Of Cleanliness 清潔標(biāo)準(zhǔn)HSKP - 002Lost and Found 失物招領(lǐng)HSKP - 003Entering Guest Rooms 進(jìn)入客房HSKP - 004Floor Attendant Services 樓層服務(wù)員職責(zé)HSKP - 005Shoe Shine Service 擦鞋服務(wù)HSKP - 006Guest Request Items

2、 客人要求項(xiàng)目HSKP - 007Babysitting 托嬰服務(wù)HSKP - 008Guest Belongings 客人物品HSKP - 009Room Wait Requests 房間等候要求HSKP - 010Shift Briefing 交班例會(huì)HSKP - 011Work Orders 維修通知單HSKP - 012Allowing Access To Guest Rooms 允許進(jìn)入客房HSKP - 013Gratuities Tips 贈(zèng)物小費(fèi)HSKP - 014Chain Of Command 指揮系統(tǒng)HSKP - 015Holding Open And Securing G

3、uest Room Door 保持開(kāi)著的客房門(mén)安全HSKP 016Reasonable Job Requests 合理的工作要求HSKP - 017Key Control Procedure 鑰匙管理程序HSKP - 018Leaving Work Area Without Authorization 未獲批準(zhǔn)離開(kāi)工作區(qū)域HSKP - 019Telephone Skill 電話技巧STANDARD OPERATING PROCEDURES標(biāo) 準(zhǔn) 操 作 程 序HSKP - 020Cleaning Furniture 清潔家具HSKP - 021Cleaning The Guest Corrid

4、ors 清潔客人走廊HSKP - 022Providing Turndown Service 提供做晚床服務(wù)HSKP - 023Cleaning Service Areas And Emergency Stairway 打掃服務(wù)區(qū)及緊急樓梯HSKP - 024Sweep Log 清掃記錄HSKP - 025Handling Guest Laundry 處理客人洗衣HSKP - 026Handling Guestroom Trash 處理客房垃圾HSKP - 027Empty the Wastebasket 清空廢紙簍HSKP - 028AMPM Discrepant Rooms Report

5、上下午不符房間報(bào)告HSKP - 029Definition of A Guest 一個(gè)客人的定義HSKP - 030 Handle Guest Complaints 處理客人投訴HSKP - 031Job Safety 工作安全HSKP - 032Personal Safety 個(gè)人安全HSKP - 033Priority Cleaning 優(yōu)先打掃HSKP - 034Do Not Disturb 請(qǐng)勿打擾HSKP - 035Guest Room Security 客房安全HSKP - 036Room Service Trays Removal 清理送餐服務(wù)托盤(pán)STANDARD OPERATI

6、NG PROCEDURES標(biāo) 準(zhǔn) 操 作 程 序POLICY NOSUBJECT制度編號(hào) 主題HSKP - 037Housekeeping Department Hygiene and Grooming Standard 客房部衛(wèi)生及儀容儀表標(biāo)準(zhǔn)HSKP - 038Guest Room Cleaning 客房清潔HSKP - 039Make A bed 做床HSKP - 040Bathroom Cleaning 洗手間清潔HSKP - 041Proper Behaviour for Housekeeping Staffs 客房部員工禮貌舉止標(biāo)準(zhǔn)HSKP - 042Use A Vacuum Cl

7、eaner 使用吸塵器HSKP - 043Handling baby Crib Cot 使用嬰兒圍欄床HSKP - 044Regular Turndown Service 正常的做晚床服務(wù) HSKP - 045 Executive Floor Guests VIP Flower Ordering Arrangements 行政樓層客人 VIP客人的鮮花預(yù)訂安排HSKP - 046 Executive Floor Guests VIP Turndown Service 行政樓層客人 VIP客人的做晚床服務(wù)HSKP - 047 Cleanliness Hygiene 清潔及衛(wèi)生HSKP - 048

8、 Daily Check List 每日檢查清單HSKP - 049 Equipment Usage 設(shè)備使用HSKP - 050 Newspaper Magazines 報(bào)刊雜志HSKP - 051 Reception Service 接待服務(wù)HSKP - 052 Towels 毛巾HSKP -053當(dāng)客人離店后要檢查保險(xiǎn)箱必須打開(kāi)HSKP -054 協(xié)助運(yùn)送客人行李HSKP -055 在客梯間遇見(jiàn)客人時(shí)要禮貌的打招呼HSKP -056 肢體語(yǔ)言及態(tài)度STANDARD OPERATING PROCEDURESSubject STANDARDS OF CLEANLINESS 清潔標(biāo)準(zhǔn)Effec

9、tive Date Jan 2009Policy No HSKP-001 Issued by FOMPage 1 of 5Approved byGeneral ManagerDistribution Executive Committee Department Head AB All AssociatesObjective目標(biāo) To ensure consistent quality standard of cleanliness at Hotel are meet at all times確保任何時(shí)候酒店清潔工作的持續(xù)性質(zhì)量標(biāo)準(zhǔn)Policy Statement政策It is the poli

10、cy of Hotel that cleanliness standards must be established to identify the level and quality of cleanliness expected after an area or object has been cleaned All employees engaged in providing cleaning services throughout Hotel guest rooms will be trained on how to perform their cleaning assignment

11、to meet and exceed following STANDARDS OF CLEANLINESS為酒店建立一個(gè)制度以鑒定需清潔的區(qū)域或某一物品應(yīng)達(dá)到要求的水平和質(zhì)量標(biāo)準(zhǔn)酒店所有提供清潔服務(wù)的相關(guān)員工將被培訓(xùn)以使他們的清潔工作能達(dá)到并超過(guò)下列的清潔標(biāo)準(zhǔn)Procedure程序ITEM STANDARDS OF CLEANLINESS項(xiàng)目 清潔標(biāo)準(zhǔn)ROOM SCENT No smoke odor or any other type of smell It should smell 房間氣味 nice and clean fresh scent 無(wú)煙味或其他類(lèi)型的異味應(yīng)該聞起來(lái)芬芳清潔新鮮氣

12、味ALL LINENTOWELS Fresh smelling free of stains and tears所有布草毛巾 新鮮的氣味無(wú)污漬及破損CARPETS Clean-no odors stains or spots Free of any visible dirt or soil 地毯 Edges cleanno dust build-up free of rips and strings 清潔無(wú)異味污漬或斑點(diǎn)無(wú)明顯的灰塵和泥土邊緣潔凈無(wú)灰塵聚集無(wú)裂口和脫線TILE FLOORS Clean- no scuff marks dust dirt or soil No wax build

13、-up 瓷磚地面 edges and corners clean 清潔-無(wú)劃痕灰塵泥土無(wú)蠟聚集邊緣及角落潔凈DESKCREDENZAS Clean- no dust dirt or soil No oily appearance and no lint 書(shū)桌書(shū)柜 Drawers slide evenly 清潔-無(wú)灰塵泥土無(wú)油膩絨毛抽屜滑動(dòng)平坦DESK CHAIRSEASY Clean-no spots or dirt Legs cleanall wooden or metal parts CHAIRS SOFAS in proper working order Paint and finish

14、 intact Upholstery書(shū)桌椅安樂(lè)椅及沙發(fā) clean and spotless legs and backs of chairs dusted and free of marks 清潔-無(wú)污點(diǎn)或灰塵椅腳潔凈木質(zhì)或金屬部分工作正常油漆及光漆完整無(wú)缺室內(nèi)裝潢潔凈無(wú)污點(diǎn)椅腳及椅背無(wú)灰塵及印記HEADBOARD Clean-no dust dirt or smudges Finish is intact床頭板 清潔-無(wú)灰塵或污跡光漆完整無(wú)缺BED Fresh crisp appearance Clean mattress pads sheets and 床 pillowcases Duv

15、et and duvet cover neat clean no cigarette STANDARD OPERATING PROCEDURESubject STANDARDS OF CLEANLINESSPages 2 of 5Policy No HSKP-001 burns or holes 外觀干凈清新床墊床單及枕套潔凈被子及被套 整潔無(wú)煙燒痕跡或洞眼MIRRORS No smudges lint dust dirt or fingerprints No cracks or 鏡子 chips Hangs securely on wall 無(wú)污跡絨毛灰塵或指痕無(wú)碎裂掛放牢靠NIGHTSTA

16、NDS Clean-no dirt dust or soil Wood not chipped or scratched床頭柜 High polished appearance 清潔-無(wú)灰塵或泥土木質(zhì)無(wú)裂口或刮痕拋光明亮TELEPHONE Clean- free of earwax or soil on ear and mouthpiece 電話 Information on phone is easy to readclean Phone in proper working order Stickers not dog-eared 清潔-在受話聽(tīng)筒及話筒處無(wú)耳垢或其他污漬話機(jī)信息易閱讀及清

17、潔話機(jī)工作正常不干膠粘貼無(wú)卷角TELEPHONE BOOKS Clean updated and in good condition電話簿 清潔保持更新并外觀良好LAMPSSHADES Clean-no dust dirt or smudges Bulbs correct wattage and 燈燈罩 clean No dust on bulb Lampshade clean-no hair Finial secure on top of light fixture 清潔-無(wú)灰塵泥土或污跡燈泡瓦數(shù)正確且 潔凈燈泡上無(wú)灰塵燈罩潔凈無(wú)絨毛燈具安全可靠TELEVISON Clean-no dust

18、 or dirt on screen top or sides Back securely電視機(jī) locked upon dresser 清潔-屏幕頂部或側(cè)面無(wú)灰塵電視機(jī)后部在電視柜上安放牢靠SERVICE DIRECTORY Complete and in good condition-no rips and tears All 服務(wù)指南 intact 完整并且外觀良好-無(wú)開(kāi)裂和破損完整無(wú)缺ROOM LITERATURE All magazines present No ripstears not dog-eared Issues 客房讀物 are current 提供各種刊物無(wú)開(kāi)裂和破損無(wú)

19、卷角刊號(hào)最新WINDOWSILLS Clean-free of dirt and soil No fingerprints No dead窗臺(tái) insects in windowsills or ledges Tracks spotless 清潔-無(wú)灰塵無(wú)指痕窗沿上無(wú)死昆蟲(chóng)窗導(dǎo)軌無(wú)臟污DRAPES Clean-free of watermarks dirt soil or dead insects No 窗簾 rips tears Pulls freely in tracks Hooks intactbatons not missing No debrisdead insects on flo

20、or behind drapes 清潔-無(wú)水印灰塵及死昆蟲(chóng)無(wú)破損拖拉方便掛鉤窗簾桿完整無(wú)缺在窗簾后地面上無(wú)碎屑及死昆蟲(chóng)WALLS Clean - no cobwebs No glue bleeding through wallpaper 墻面 Vinyl intact-ripstears not busting at seams not coming unglued 清潔-無(wú)蛛網(wǎng)墻紙無(wú)膠滲出完整無(wú)破損接縫處無(wú)開(kāi)裂及脫膠STANDARD OPERATING PROCEDURESSubject STANDARDS OF CLEANLINESS Pages 3 of 5Policy No HSKP-

21、001 PICTURE FRAME Clean - not dusty on front or top畫(huà)框 清潔-正面及頂部無(wú)灰塵HANGERS Clean-no dust Hooks not broken hanger not chipped 衣架 Correct number present 清潔-無(wú)灰塵掛鉤無(wú)損壞衣架無(wú)開(kāi)裂數(shù)量正確WASTEBASKET Clean-no trash dirt soil or hair In good condition no廢紙簍 marks or scuff marks 清潔-無(wú)垃圾灰塵泥土或頭發(fā)外觀良好無(wú)刮痕或印記 VENTS Clean - fre

22、e of dustdirt build-up Secure通風(fēng)口 清潔-無(wú)灰塵臟物聚集安全DOORS Clean-free of dust dirt build-up No dust inside door jam 門(mén) Number clean and visible Doorknob not loose Finish intact Thresholds are clean on all room doors including connecting doors 清潔-無(wú)灰塵臟物聚集門(mén)吸處無(wú)灰塵門(mén)牌號(hào)潔凈可見(jiàn)門(mén)把手不松動(dòng)光漆完好包括連接門(mén)的所有房門(mén)的門(mén)檻潔凈CUPBOARDS Thorough

23、ly dusted and clean inside No fingerprints or WHERE APPLICABLE marks on outside surfaces including handles食櫥在使用處 內(nèi)部徹底清潔無(wú)灰表面無(wú)指印包括把手 SINKS Clean all chrome is shining WHERE APPLICABLE 清潔所有鉻合金發(fā)出光亮水槽在使用處REFRIGERATORS Defrosted and thoroughly clean inside fresh smelling WHERE APPLICABLE Make sure door is

24、 closed冰箱在使用處 除霜并徹底清潔內(nèi)部氣味清新確保門(mén)關(guān)上ASHTRAYS Clean-free of dirt trash ashes and smoking debris Not 煙灰缸 cracked or chipped high polished appearance 清潔-無(wú)灰塵垃圾煙灰及煙頭無(wú)碎裂外觀光亮CLOCKRADIOS In proper working order not broken Clean-free of dust 鐘收音機(jī) Clock works set to correct time and alarm is off 工作正常無(wú)破損清潔-無(wú)灰塵時(shí)鐘走動(dòng)

25、設(shè)置為正點(diǎn)時(shí)間并關(guān)掉鬧鈴LIGHT SWITCHES Clean-free of fingerprints and soil Screws are intact 燈開(kāi)關(guān) 清潔-無(wú)指印及污漬旋鈕完好CLIMATE CONTROL BOX Clean-no dirt or dust on top or sides of control unit In 氣溫控制盒 proper working order 清潔-控制單元頂部及側(cè)面無(wú)污垢或灰塵工作正常ICE BUCKETS Clean-no dirt soil or water inside No tearsrips on lid or 冰桶 ice

26、 bucket Tray is clean 清潔-內(nèi)部無(wú)污垢水漬冰桶或蓋子無(wú)破損托盤(pán)潔凈STANDARD OPERATING PROCEDURESSubject STANDARDS OF CLEANLINESSPages 4 of 5Policy No HSKP-001 LUGGAGE RACKS Clean-free of dust Sturdy straps secure no hanging 行李架 string or threads 清潔-無(wú)灰塵穩(wěn)固牢靠無(wú)掛線ROOM SUPPLIES Properly placed in room房間備品 放置在適當(dāng)?shù)奈恢肧INKCOUNTERS C

27、lean-free of dust soil soap scum and no body hair水槽洗臉臺(tái) 清潔-無(wú)灰塵泥土肥皂浮垢及毛發(fā)BATHTUB Clean free of hair body oils no soap scum build-up Grout 浴缸 Clean no bacteria between grout Grab bar is spotless Tile is clean and gleaming Tile grouting is clean and white 清潔無(wú)毛發(fā)無(wú)油垢肥皂浮垢聚集水泥接縫清潔無(wú)細(xì)菌扶手竿無(wú)污漬瓷磚面潔凈發(fā)亮接縫處潔白FIXTURES

28、 Clean-no soap scum hair oil or dirt Chrome is shiny and 固定設(shè)備 sparkling清潔-無(wú)肥皂浮垢毛發(fā)油垢或污點(diǎn)鉻合金部位光亮TOILET BOWL Clean-no body waste visible Free of urine spots dirt soil抽水馬桶 All parts clean no hair No hard-water rings or build-up inside bowl No soil in between toilet lid and seat at junction In proper work

29、ing order Basin is clean toilet seat and lid is down toilet in good working 清潔-無(wú)可見(jiàn)的便跡無(wú)尿垢臟污泥土等所有部分潔凈無(wú)毛發(fā)便池內(nèi)無(wú)水垢馬桶蓋及座位連接處無(wú)污漬工作正常積水池潔凈馬桶座及蓋關(guān)上沖水正常GRAB BAR Clean-smudge free and polished dry扶手竿 清潔-無(wú)污漬并且擦亮干燥FAUCETS Clean and shiny No residual or build-up Fixtures intact 水龍頭 Easy to turn water on and off 潔凈且

30、發(fā)亮無(wú)水殘留或聚集固定完好開(kāi)關(guān)水容易HEAT LAMP Clean-free of spots In proper working order熱燈 清潔-無(wú)污點(diǎn)工作正常STAINLESS STEEL Spotless and smudge-free COVERPLATE 不銹鋼 無(wú)污點(diǎn)BOTTLE OPENER Spotless and smudge-free開(kāi)瓶器 無(wú)污點(diǎn)TOWEL RACKS Secured to wall not loose or falling Clean and shiny毛巾架 安裝牢靠無(wú)松動(dòng)掉落現(xiàn)象無(wú)污點(diǎn)AMENITIES Neat and in proper p

31、lace Correct number present of 贈(zèng)品 each item Boxes and bottles clean 整潔并被安放在合適的位置每樣物品數(shù)目正確裝贈(zèng)品的盒或瓶干凈GLASSES Clean-free of watermarks and topped with glass caps玻璃器皿 清潔-無(wú)水印STANDARD OPERATING PROCEDURES Subject STANDARDS OF CLEANLINESSPages 5 of 5Policy No HSKP-001 AMENITY TRAY Clean and spotless贈(zèng)品盤(pán) 潔凈無(wú)污點(diǎn)

32、HALLWAY CARPET Spotless-free of debris and lint走道地毯 無(wú)污點(diǎn)-無(wú)碎屑及線頭HALLWAY VINYLClean- free of scuff marks or black marks走道乙烯基塑料 清潔-無(wú)劃痕或黑印STANDARD OPERATING PROCEDURESSubject LOST AND FOUND失物招領(lǐng)Effective Date Jan 2009Policy No HSKP-002Issued by FOMPage 1 of 4Approved byGeneral ManagerDistribution Executiv

33、e Committee Department Head AB All AssociatesObjective目標(biāo) To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner確保失物招領(lǐng)程序能被完全地執(zhí)行以便在客人詢問(wèn)時(shí)能及時(shí)地反應(yīng)Policy Statement政策 It is the policy of Hotel that Employees are expected to check-out rooms thor

34、oughly for items left behind from the Previous guest Any Lost Found items are required to be properly logged and bagged Employees should record information including their name the room number and the date the item was found Then they should turn it into the Lost Found Office in a timely manner for

35、further tagging purposes使員工在離店房徹底檢查客人遺留的物品所有丟失物品應(yīng)被登記及包裝應(yīng)記錄包括員工姓名房號(hào)日期等相關(guān)信息然后員工應(yīng)將這些物品及時(shí)上交給失物招領(lǐng)處以便進(jìn)一步作好標(biāo)記工作Procedure程序LOST ITEMS丟失物品Should any item be reported lost within the confines of the hotel all inquires are to be directed to the Housekeeping Department which is responsible for the recording and

36、 storage of all unclaimed items任何在酒店范圍內(nèi)丟失的物品提出丟失應(yīng)直接向客房部提出該部門(mén)負(fù)責(zé)記錄及保存所有無(wú)人認(rèn)領(lǐng)的物品These items must be logged and include所有失物應(yīng)被登記包括以下項(xiàng)目Name Address姓名及地址Item description物品描述Where lost when and time何處何時(shí)丟失Contact telephone numberShould it be found that Housekeeping has no record of the item in question then f

37、urther inquires should be directed to security andor Guest Service Manager on duty Should the request be after hours then the information is to be passed the Guest Service Manager who will follow up with Housekeeping at the earliest opportunity若該物品在客房部未被記錄應(yīng)直接向當(dāng)值的保安或賓客服務(wù)經(jīng)理提出報(bào)失完畢后所有信息應(yīng)交賓客服務(wù)經(jīng)理他將會(huì)同客房部跟進(jìn)

38、工作以盡快解決STANDARD OPERATING PROCEDURESSubject LOST AND FOUNDPages 2 of 4Policy No HSKP-002 FOUND ITEMS 拾到物品All items regardless of their apparent value or lack thereof will be handed into the Housekeeping Department for Safekeeping and recording purposes The items in question will be held in storage f

39、or a period of ninety 90 days or if recognized as a valuable and attractive item one hundred and eight 180 days in the Front Officessafe所有物品不論價(jià)值必須被上繳客房部保存及記錄這些物品將被保存90天若屬高價(jià)值物品將被保存在前廳部保險(xiǎn)箱180天At the end of these periods the items if not claimed will be returned to the finder for removal from Hotel or

40、if not wanted passed to a recognized charity or destroyed若逾期仍無(wú)人認(rèn)領(lǐng)將交給發(fā)現(xiàn)人帶出酒店或移交給經(jīng)過(guò)驗(yàn)證的慈善機(jī)構(gòu)或銷(xiāo)毀FOUND ITEM S 拾到物品The item is conveyed to Office Clerk in Housekeeping office物品將被轉(zhuǎn)交給客房部辦公室人員The item and details surrounding its discovery are logged into the Log Book物品及與其發(fā)現(xiàn)相關(guān)的細(xì)節(jié)將被登記在登記本中 Finders Name and Depa

41、rtment 發(fā)現(xiàn)人姓名及部門(mén) Item s description 物品描述 Where Found 拾到地點(diǎn) Date found 日期The Assigned Housekeeping Employee will place the item s into a plastic bag and attach a tag to the bag storing the item s in a suitable secure location由指定的客房部員工將物品裝入塑料袋并貼上標(biāo)簽保存在一個(gè)位置安全的箱子里4 Valuable and attractive items such as cre

42、dit cards cameras jewellery andor cash will be secured in a safety deposit box assigned for this use and the separate keys will be held by the Front Office Manager The Executive Housekeeper or hisher proxy may draw the key from Front office when required 高價(jià)值物品如信用卡照相機(jī)珠寶首飾或現(xiàn)金等應(yīng)被存放在指定的保險(xiǎn)箱中鑰匙由前廳部經(jīng)理保管行政管家或指定代理人可視情況從前廳部獲取鑰匙5 Every time the Safety Deposit Box is opened