PAGEPAGE20STANDARDOPERATINGPROCEDURES標(biāo)準(zhǔn)操作程序HSKP-001 LostandFound失物招領(lǐng)HSKP-002 EnteringGuestRooms進入客房 HSKP-003 ShoeShineService擦鞋服務(wù)HSKP–004GUESTREQUESTITEMS客人要求項目HSKP-005 GuestRequestItems客人要求項 HSKP-006 RoomWaitRequests房間等候要求HSKP-007 WorkOrders維修通知單HSKP-008 AllowingAccessToGuestRooms允許進入客房HSKP-009 Gratuities/Tips贈物/小費 HSKP-010 ChainOfCommand指揮系統(tǒng)HSKP-011 HandlingGuestLaundry處理客人洗衣HSKP-012 DefinitionofAGuest一個客人的定義HSKP-013 HandleGuestComplaints處理客人投訴HSKP-014 JobSafety工作安全HSKP-015EquipmentUsage設(shè)備使用HSKP-016Newspaper&Magazines報刊雜志HSKP-017ReceptionService接待服務(wù) HSKP-018 QualityControl質(zhì)量控制HSKP-019 Normal,ExpressandPressingService正常，快洗及燙衣服務(wù)HSKP-020 GuestLaundryPickUp&Distribution客人送洗衣物收集發(fā)放 STANDARDOPERATINGPROCEDURESSubject:失物招領(lǐng)EffectiveDate:4.2010PolicyNo:HSKP-001Issuedby:EXE.HousekeeperPage:1of4Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesShouldanyitembereportedlostwithintheconfinesofthehotel,allinquiresaretobedirectedtotheHousekeepingDepartmentwhichisresponsiblefortherecordingandstorageofallunclaimeditems.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，該部門負責(zé)記錄及保存所有無人認領(lǐng)的物品。所有失物應(yīng)被登記，包括以下項目：何處何時丟失6.Beveragesincustodyshouldberetainedashorttimeifnotclaimeddisposedofasfollows:Employeeafterthefivedaytimeperiodwillnotbeaccepted.Priortotheitembeingtakenoffthehotel,itmustbeinspectedbytheExecutiveHousekeeperwhoattachesaPropertyPassandaLostandFoundForm(security)totheitem.TheEmployeemustthenproceedviawherethepaperworkwillbecheckedandifcorrect,theEmployeewillbeallowedtotaketheitem(s)fromthehotel.在一樣物品被帶出酒店之前，應(yīng)由行政管家檢查并隨物品附上通行證及失物招領(lǐng)表（保安部）。在所有文字材料齊全的情況下，員工方可將物品帶出酒店。STANDARDOPERATINGPROCEDURESSubject:ENTERINGGUESTROOMS進入客房EffectiveDate:4.2010PolicyNo:HSKP-002Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)ToensurethatguestsareNOTbeingdisturbwhileenteringtheirroomswhenservicesisneeded.確保提供服務(wù)進入客房時客人不受到打擾。PolicyStatement政策ItisthepolicyofHotelthatallHotelEmployeesshouldfollowproperprocedureswhileenteringguestrooms,andshouldrespectguestprivacyatalltimes.所有酒店員工在進入客房時應(yīng)遵循工作程序，并尊重客人隱私權(quán)。Procedure程序Checkthedoorlock檢查門鎖IfthereisDNDsign,Donotknock.如有請勿打擾標(biāo)記，不得敲門。2.Ifdoublelockpinisshown,itindicatesthedoorisboltedandtheguestisinside.Donotknock.如看到雙鎖栓，則說明客人在房間，不得敲門。Attheentrydoor在進門口Standinfrontofthepeephole.站在貓眼前。Knockwithyourknuckles,andannounceyourselfandDepartmentname.用指節(jié)敲門，報出你的身份及部門。Listenforareply-alwaysgivetheguestadequatetimetorespond.聽候回答-給客人留出足夠反應(yīng)的時間。4.Ifnoreply,insertkeyandslightlyopenthedoor.Ifyoufindtheroomisoccupied,excuseyourselfandreturnlater.如沒有回答，插入鑰匙打開一條門縫。如發(fā)現(xiàn)房間有人，表示歉意并晚些在返回。Note注意:Iftheguestisintheroomwhenyouareentering.如進入房間時客人在。DONOTjustignoretheguestandstartcleaning.不得忽視客人開始清潔。DONOTjustclosethedoor,saynothing,andgoaway.不得只關(guān)上門什么也不說離開。DOsay“Goodmorning/GoodafternoonSir/Madam.”要說“早上好/下午好，先生/女士?！盇SK“MayImakeupyourroom?“Whattimewouldyouliketohaveyourroomcleaned”(TakenoteonRoomAssignmentSlipandreturnatthetimerequested.)問“我能打掃您的房間嗎？”“您想什么時間打掃您的房間”（在房間分配卡上記下并在要求時間返回）STANDARDOPERATINGPROCEDURESSubject:SHOESHINESERVICE擦鞋服務(wù)EffectiveDate:4.2010PolicyNo:HSKP-003Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Toachieveguestsatisfaction.使客人滿意。PolicyStatement:政策ItisthepolicyofHoteltoprovide24hourscomplimentaryshoeshineservicetoourHotelguests.Allitemsshouldbeshinedandreturnassoonaspossible.為客人24小時提供免費擦鞋服務(wù)。所有鞋應(yīng)擦好后盡快交還客人。Procedure:程序Guestsplacedshoesintheavailableshoeshinebasketforservice.客人將鞋放入擦鞋籃要求服務(wù)。2.Roomattendantwillcollecttheitemandmarkdowntheroomnumberonapieceofpaperandplaceditinsidetheshoeshinebasket.Bringittothefloorpantryforservice.客房服務(wù)員收集后記下房號在一張紙片上放入擦鞋籃。將其帶入樓層備品間處理Re-cleanallshoeswithbrush/cloth,thenidentifythecolorcarefully.用鞋刷/布初步清潔，然后仔細分清顏色。Applycreamonshoesaccordinglyandshinethemwithshoemitt.使用鞋油并用擦鞋手套將其擦亮。5.Placeallpolishedshoesintheshoeshinebasketandreturntotheguestrooms.將擦好的鞋放入擦鞋籃并將之交還回客房。STANDARDOPERATINGPROCEDURESSubject:GUESTREQUESTITEMS客人要求項目EffectiveDate:4.2010PolicyNo:HSKP-004Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)Toestablishatrackingrecordforguestspecialrequestitems.建立客人要求項目的跟蹤記錄。PolicyStatement政策ItisthepolicyoftheExecutiveHousekeepertoprovideitems(seebelow)toaccommodatespecialguestrequests.HousekeepingDepartmentalsoensuretheseitemsarewell-maintainedandneverplacethecontrolontheguest.為行政管家建立制度以提供滿足客人特殊要求的項目（見下）。客房部也可確保這些項目能夠被很好地維護，并使之不被客人控制。Procedure程序Receiveacallforaguestrequestitem.LogintheGuestRequestLoanItemLogBookundertheoutcolumn.收到客人要求項目。將其登記到客人要求租用項目登記簿中的借出欄。Informthesupervisor/roomattendantofrespectivefloorfordelivery.LogintheLogBookbeforesendingitemtotheguest.通知各樓層主管/客房服務(wù)員遞送。在將物品交給客人之前登記。LogintheGuestRequestLoanItemLogBookunderthereturncolumnaftertheitemwasreturnedtoHousekeeping.在物品交還客房部后將其登記到客人要求租用項目登記簿中收回欄。GuestRequestItemsincludethefollowings:客人要求的物品包括以下項目：Adapter多頭電源插座ExtraDuvet多的被子ExtraPillows多的枕頭FlowerVase花瓶GarmentRack衣架Heater取暖器RollawayBed帶腳輪床BabyCrib嬰兒床Transformer變壓器SpecialNote特別注意Foritemsnotabletooffer,OfficeClerkshouldinformtheGuestServiceManagerforfurtheraction.Alwayscheckandmakesuretheitemisavailablebeforemakinganypromisetotheguest.如客人要求的物品我們不能提供，辦公室員工應(yīng)通知賓客服務(wù)經(jīng)理進行進一步的工作。在答應(yīng)向客人提供某種物品之前，一定要檢查并確保我們能提供這種物品。STANDARDOPERATINGPROCEDURESSubject:ROOMWAITREQUESTS房間等候要求EffectiveDate:4.2010PolicyNo:HSKP-005Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)ToensurecommunicationlineareopenbetweenFrontDeskandHousekeepinginordertominimizeguestwaitingtime,especiallyduringtightturn.確保前臺與客房部的聯(lián)系線路暢通，以使客人等候時間最小化，特別在高峰時間。PolicyStatement:政策ItisthepolicyofHoteltoeffectivelycommunicateRoomRequests,SpecialRequests,RoomWaitsandRushRoomsbetweenFrontDeskandHousekeeping.使前臺與客房部對客人房間要求，特殊要求，房間等候及高峰房等的聯(lián)系保持高效率。Procedure:程序HousekeepingwilladviseGuestServicesperson/FrontDeskperson0830hoursofFloorSupervisors,theirPagerNumberandthefloorstheyareresponsiblefor.客房部通知賓客服務(wù)人員/前臺人員樓層主管的傳呼號碼及他們負責(zé)的樓層。WhenReceptionrequiresaRushRoom,RoomRequestsetc.theywillnotifyFrontDeskandinturnwillpagetheappropriateSupervisor,requesttheparticularroomandinquireapproximatelywhattimetheroomwillbereturnedVR(VacantReady).當(dāng)接待員要求高峰房，房間要求等時，應(yīng)通知前臺并傳呼當(dāng)值主管，要求指定房間并詢問大概的房間能準(zhǔn)備好的時間。Bystatingyourname,theSupervisorwillensurethefollowupismadedirectlywithyou(trytoavoidpassingontoothers,oftenmessagesarenotrelayed).Thiswillminimizetimeandyouwillberesponsiblefortheroom.在指定你的名字之前，主管員工應(yīng)確保后續(xù)工作由你進行（盡量避免將工作轉(zhuǎn)交，通常信息不再重復(fù)）。這將節(jié)約時間，你將負責(zé)該房間。TheSupervisorinturn,willfollowthroughwiththerequestandpromptlyadviseFrontDeskwhatestimatedtimetohaveroomvacantreadyand/oranypertinentdetails.當(dāng)值主管將跟進該工作要求并及時通知前臺，由其估計房間準(zhǔn)備好的時間及任何相關(guān)細節(jié)。TheSupervisorwilladvisetheHousekeepingClerkandFrontDeskwhentheroomisVR.房間準(zhǔn)備好后主管通知客房部辦公室員工及前臺。FrontDeskwillcompleteCheck-inProcess.前臺完成入住手續(xù)。STANDARDOPERATINGPROCEDURESSubject:WORKORDERS維修通知單EffectiveDate:4.2010PolicyNo:HSKP-006Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Toensuremaintenancerequestsarehandledarepromised,basedontheurgencyofthematter.根據(jù)緊急程度,確保維護要求被承諾執(zhí)行。PolicyStatement:政策ItisthepolicyofHoteltohaveestablishedproceduresonhowourguestroomsaremaintained.建立酒店客房維護的程序。Procedure:程序TheHousekeepingDepartmentisresponsibleforreportingguestroommaintenanceproblemstotheEngineeringDepartment.Thiswillbeaccomplishedby:客房部負責(zé)向工程部報告客房需維護的問題事項.必須按如下程序辦理:1.TheFloorSupervisororFloorAttendantandOfficeClerkreporttheproblem.樓層主管或樓層服務(wù)員與辦公室員工負責(zé)報告問題。2.TheOfficeClerkwillmaintainalogofthemaintenanceproblemsandimmediatelycalltheEngineeringDepartment.(Forotherproblems,Housekeepingrelated,theOfficeClerkwilldispatchaPAattendanttohandle,e.g.gumoncarpet.)辦公室員工應(yīng)記錄維護事項并立即通知工程部.(其他與客房部相關(guān)事項,辦公室員工將交公共區(qū)域衛(wèi)生員處理,如:地毯上的口香糖印)RoomsMaintenanceLog-Housekeeping客房維護記錄-客房部Date-RoomNo.-Problem-ReportedBy-Time-ReportedToEngineering-TimeCompleted-Time-Date日期-房號-問題-報告人-時間-報告工程部何人-完成時間-時間-日期TheEngineeringDepartmentwillalsomaintainalogandwilldispatchanEngineeringtohandletheproblemassoonasitiscalledin.工程部亦需要記錄,并盡快派出人員處理問題。RoomsMaintenanceLog-Engineering客房維護記錄-工程部Date-RoomNo.-Problem-ReportedBy-Time-DispatchTo-TimeCompleted-Time–Date日期-房號-問題-報告人-時間-分配人-完成時間-時間-日期Oncecompleted,theEngineerwillnotifytheEngineeringDepartment.一旦完成,工程人員應(yīng)通知工程部。5.TheEngineeringDepartmentwillcalltheOfficeClerkandreporttheproblemasrepaired.工程部通知辦公室員工問題已解決。6.TheOfficeClerkwilllogtheinformationandcontacttheFloorSupervisortohavetheroomre-inspected.辦公室員工做記錄并通知樓層主管到房間再做檢查。If,foranyreason,aproblemcannotbesolvedatthattime(duetopartsnotavailable,etc.),theroomshouldbetechnicallyplaced“OUTOFORDER”or“SELLLAST”basis(forsoldoutnights).TheExecutiveHousekeeperandDirectorsofEngineeringwillberesponsiblefortheimplementationandmaintenanceofthisprogram.如因為某些原因問題不能及時解決(如由于部件不全等),房間將被標(biāo)明為維修房或最后售房(在客滿時)。行政管家及工程總監(jiān)將負責(zé)處理該問題。STANDARDOPERATINGPROCEDURESSubject:ALLOWINGACCESSTOGUESTROOMS允許進入客房EffectiveDate:4.2010PolicyNo:HSKP-007Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Toprotectguestprivacyandinterruption保護客人隱私及保證其不被打擾.PolicyStatement:政策ItisapolicyofHotelthatundernocircumstanceswillanemployeeprovideguestroomaccesstoanotheremployeeunlessspecificapprovalisgrantedbyaSupervisor/Manager.除非經(jīng)過主管或經(jīng)理的許可,在任何情況下員工不得讓其他人員進入客房。Procedure:程序Ifanindividualidentifieshimself/herselfastheguestinaspecificroomandrequestaccessexplainthat,intheinterestoftheirsecurity,employeesarenotauthorizedtograntaccesstoguestrooms.InformtheguestthattheFrontDeskwillissuehim/heranotherkey.IftheguestishavingtroublewiththekeytheywereissuedoffertocallSecurityforassistance.如任何人宣稱他/她是客人要進入某間客房，從安全考慮，員工無權(quán)讓其進入，同時告知客人前臺將為他/她準(zhǔn)備另一把鑰匙。如客人現(xiàn)有的鑰匙有問題，則告訴他/她將通知保安協(xié)助解決。Intheeventthatanunknownpersonentersaguestroom,youareworkinginasktheindividualfortheirguestroomkeyandphysicallycheckthekeyinthelock.Ifthekeyclickstoindicateitisthecorrectkey,returnthekeytotheguest,thankhim/herandexplainthattheprocedureisfollowedtoensurethesecurityoftheirguestroom.如正在打掃房間時一個陌生人進入房間，請其出示房間鑰匙并試用。如鑰匙可以使用，將其還給客人并表示感謝，解釋這是為他們的房間安全著想的必要程序。3.Ifthekeydoesn’tclick,telltheindividualyouarerequiredtoobtainpermissiontograntaccesstoanyguestroomandcallSecurityrequestingthattheyreporttotheroomimmediatelytorenderassistance.Thisappliesevenifyoufeelyourecognizetheguest,astheguestyourecognizemayhavecheckedoutorroomchanged.如鑰匙不能使用，則告知該人你沒有授權(quán)讓任何人進入客房，并通知保安請求協(xié)助。這種措施在你感覺認識這位客人時同樣適用，因為這位客人可能已經(jīng)離店或已換房。STANDARDOPERATINGPROCEDURESSubject:GRATUITIES/TIPS贈物/小費EffectiveDate:4.2010PolicyNo:HSKP-008Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)ToavoidanyunnecessaryconfusionbetweendepartmentswhenguestsleftgratuityforEmployees.當(dāng)客人給員工留下小費時，避免在部門之間產(chǎn)生任何不必要的混淆。PolicyStatement:政策ItisthepolicyofHotelthatmoniesleftbyguestsinanobviousmannerwithoutanydoubtthatitisintendedasgratuityforservicesprovidedaretobehandledinthefollowingway.客人明顯是出于禮貌留下獎賞服務(wù)的賞錢將被按如下方式處理。Procedure:程序TipsfoundinguestroomsaretobeconsideredtoFloorAttendant’stips,Unlessclearlystatedasinthefollowingexamples:客房內(nèi)放置的小費一般被認為是給樓層服務(wù)員的，除非象如下列舉的情況：Moniesleftontopofluggageisfortheporter.放在行李上的小費是給行李員的。b)MoneyleftwithanotefromthegueststatingthereceiverisotherthantheFloorAttendant.留有字條的小費是給指定人員的。2.AnytipleftbyaguestforHousekeepingServiceswillgototheFloorAttendantwhoservicedtheroomonthatday.IfmorethanoneFloorAttendantiscleaningtheroom,gratuitiesaretobesharedequally.任何為感謝客房服務(wù)留下的小費將被交給當(dāng)值的樓層服務(wù)員。如果不止一人打掃了該房間，則應(yīng)均分。3.Tipsaretobecollectedattimeofservicingtheroom.VDroomtipscanbecollectedassoonastheFloorAttendantknowstheroomisvacatedbytheguest.小費一般在為房間服務(wù)時收取。VD房的小費在樓層服務(wù)員知曉客人騰出房間時收取。STANDARDOPERATINGPROCEDURESSubject:CHAINOFCOMMAND指揮系統(tǒng)EffectiveDate:4.2010PolicyNo:HSKP-009Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)ToencourageEmployeestoapproachtheirmanagersandvoiceoutconcernsinapositivemanner.鼓勵員工以一種積極的態(tài)度向經(jīng)理表達自己的意見。PolicyStatement:政策ItisthepolicyofHotelthattheChainofcommandisrecommendedforallEmployeestoexerciseaspartoftheGuaranteeofFairTreatmentanytimeanEmployeehasacommentorconcern.當(dāng)任何時候員工提出意見或所關(guān)心的事，指揮系統(tǒng)可確保他們能被公平地對待。Procedure:程序AnEmployeewhohasacommentorconcernshouldspeaktotheirimmediatesupervisorfirst.當(dāng)員工有意見或所關(guān)心的事的時候，應(yīng)先向直屬主管提出。IftheEmployeeisnotentirelysatisfiedwiththesupervisorsresponse,theEmployeeshouldthengotohis/herimmediatemanager.如果員工對主管做出的反應(yīng)不是很滿意，可向直屬經(jīng)理提出。IftheEmployeeisnotentirelysatisfiedwiththemanager’sresponse,theEmployeeshouldgodirectlytotheExecutiveHousekeeper.如果員工對經(jīng)理做出的反應(yīng)同樣不是很滿意，可向行政管家提出。STANDARDOPERATINGPROCEDURESSubject:HANDLINGGUESTLAUNDRY處理客人洗衣EffectiveDate:4.2010PolicyNo:HSKP-010Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Toensureconsistentandqualitylaundryserviceareprovidedatalltimes.確保在任何時候洗衣服務(wù)的一貫性及質(zhì)量。PolicyStatement:政策ItisthepolicyofHoteltoestablishguidelinesandproceduresonguestlaundry/drycleaningitems.建立關(guān)于客人洗衣服務(wù)項目的指導(dǎo)方針及程序。Procedure:程序1.Laundrybags/slipsareavailableinallguestrooms.洗衣袋/單在所有客房可用。Checkalltheguestroomsontheassignedfloorbefore10:00hoursexcept“DND”.除“DND”房外，10點前檢查分配樓層所有客房有無送洗衣物。Markdownonroomattendantworksheetiftheroomsare“DND”.如客房掛出“DND”牌，在工作表上注明。4.Putthelaundryinthefloorpantryandrecordontheworksheet.將送洗衣物帶到樓層備品間，并在工作表上做記錄。Calldowntolaundrydepartmentimmediately.立即通知洗衣房。Ifhavingfoundthelaundrywithoutlistofsignature,don’tremovefromtheroom.CallHousekeepingofficeforreference.如發(fā)現(xiàn)送洗衣物沒有簽名的洗衣單，則不要從房間拿走。應(yīng)向客房部辦公室查詢。Checkthe“DND”roomsignbefore11:00hours.在11點前檢查“DND”房。Allitemsnotbeinghungonhangersmustbeplacedanddeliveredtotheguestroomintheapprovedlaundrybasket.所有不用衣架掛起的衣物應(yīng)使用規(guī)定的洗衣籃送回客房。TrouserProcedure褲子程序Alltrousersdeliveredtotheguestroomwillbehungonhangersunlesstheguestrequestsotherwiseandcoveredwithplasticbag.所有褲子應(yīng)使用衣架掛著送回客房，除非客人要求不用，則使用塑料袋裝好送回。ShirtProcedure襯衣程序Shirtswillbehungonhangersonlyiftheguestrequestsandcoveredwithplasticbag.襯衣應(yīng)使用衣架掛著送回客房，如客人要求不用，則使用塑料袋裝好送回。AllFrenchcuffshirts,thecuffswillbeinapressedfoldedmannerandremainfoldedeitherwhenhungonorfoldedanddeliveredinalaundrybasket.所有法式袖口的襯衣應(yīng)將袖口疊好，無論是用衣架掛或疊好裝在洗衣籃里。Whenashirtisfolded,itwillhaveacollarcard,shirtboard,wrappedinplasticshirtbaganddeliveredtotheguestinalaundrybasket.當(dāng)襯衣疊好時應(yīng)使用領(lǐng)卡，襯衣板，用塑料襯衣袋包裝后裝在洗衣籃中送還客人。Allsilkshirtshavetobeonhangerstoprotectthemfromwrinklingcoveredwithplasticbag.所有絲綢襯衣必須用塑料袋蓋好，并使用衣架掛起以防褶皺。UnderwearProcedure內(nèi)衣程序Allunderwearwillbefoldedandkeptinthelaundrybasketwithtissuecoveringandloggedsticker.所有內(nèi)衣應(yīng)被疊好打上標(biāo)簽用綿紙蓋上放在洗衣籃中。SuitsProcedure西服程序Allsuitswillbehungonahangerwithaplasticbagcoveringthem.所有西服應(yīng)使用衣架掛好并用塑料袋蓋上。Ties領(lǐng)帶Tieswillbehungontiehangerandcoveredwithplasticbag.領(lǐng)帶應(yīng)使用領(lǐng)帶架掛好并用塑料袋蓋上。STANDARDOPERATINGPROCEDURESSubject:DEFINITIONOFAGUEST定義一個客人EffectiveDate:4.2010PolicyNo:HSKP-011Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Toknowthepersonyouaredealingwith.認清你正在服務(wù)的客人。PolicyStatement:政策ItisthepolicyofPlazaRoyaletoensureallEmployeesworkhardtoachieveonegoalEveryGuestLeavesSatisfied.確保所有員工努力工作能達到一個目標(biāo)每一個客人都能滿意地離開。Procedure:程序Guestis:客人是：V.I.P.(VERYIMPORTANTPERSON)V.I.P.客人（十分重要人物）Issomeonewhofurnishmoneyinourhotel,bringusbusiness.付錢給我們酒店的人，給我們帶來生意。Issomeoneprovideusjobopportunities.提供工作機會給我們的人。Isnotsomeonetoarguewith.不是與之爭論的人。Isalwaysrightintheirmind.他們認為他們永遠是對的。Iswillingtopayfairlyfortheservicetheyreceive.愿意為他們受到的服務(wù)付出相符的費用。Willsatisfytheirdesireshereorwithourcompetitors.能在我們酒店或競爭者那里滿足需求的人。STANDARDOPERATINGPROCEDURESSubject:HANDLEGUESTCOMPLAINTS處理客人投訴EffectiveDate:4.2010PolicyNo:HSKP-012Issuedby:EXE.HousekepperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)Toensureallguestsleavesatisfied.確保每一個客人都能滿意地離開。PolicyStatement政策ItisthepolicyofPlazaRoyalewhenaguestcomplaintoccursNEVERignoreoravoidit.Dowhateverittakestoensureeveryguestleavessatisfied.當(dāng)客人抱怨時不能坐視不管或回避。必須盡量讓客人滿意地離開。Procedure程序Whenaproblemoccurs.Thefollowingstepsshouldtakeplacetomakesuretheproblemisresolvedtotheguest’ssatisfaction.當(dāng)發(fā)生問題時，應(yīng)照以下步驟做，以確保問題能得到解決并讓客人滿意。Listen傾聽Empathize表示同情Apologize道歉Reacttoresolvetheproblem反應(yīng)要解決問題Notifytheguestwhatwasdonetosolvetheirproblem通知客人為解決問題我們做了些什么。Handlingguestcomplaints.處理客人投訴。Listenattentively,givetheguestyourfullattention.留心傾聽，讓客人覺得你非常關(guān)心。Don’tinterrupt.不要打斷客人。Don’targuewiththeguest.不得與客人爭論。Thanktheguestforbringingtheproblemstoyourattention.感謝客人提出了你需要注意的問題。Gettheguest’snameearlyintheconversationanduseitoften.交談開始后先問清客人的姓名，并在交談過程中頻繁使用。Apologizeforthetroublebutdonotassignblame.為問題道歉但不要推卸責(zé)任。Ifyoucannotresolvetheproblem,contactyourmanagerimmediately.如你不能解決問題，必須立即通知你的經(jīng)理。Followuptoensurethattheproblemhadbeenresolved.跟進工作以確保問題得到解決。STANDARDOPERATINGPROCEDURESSubject:JOBSAFETY工作安全EffectiveDate:4.2010PolicyNo:HSKP-013Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Tominimiseaccidentsintheworkplace.盡量減少工作地點發(fā)生的事故。PolicyStatement:政策ItisthepolicyofHotelthatanAccidenthurts!Nobodycantakeawayyourpainandlosttimeatwork!Therefore,weneedtobealertandwillingtoremovepotentialhazardsatalltimesinordertopreventaccidents.事故會造成傷害！沒有人能帶走你的傷痛和追回失去的時間。因此，我們必須時刻警示并愿意消除潛在的危險，以防止事故的發(fā)生。Procedure:程序Tobesafe,youmustconstantlybeawareofyouractionsandthechangingenvironmentaroundyou.Thereareseveralwaystopreventaccidents.要想安全，你必須一直都清楚你的行動及周邊變化的環(huán)境。以下是一些預(yù)防事故的措施：Careaboutsafety.注意安全。Recognisepotentialaccidentsituations.認識到潛在事故的情況。Remove,repairoravoidpotentialhazards.移走，修理或避開潛在危險。Beawareofyourselfandyourlimitations.清楚你自己的弱點。Doyourworkthesafeway,donotrush.以安全的方式工作，不要搶。Askforhelpifneeded.在需要時尋求幫助。Thinksafetyforyourself,yourco-workersandyourguests.考慮你的，同事的和客人的安全。STANDARDOPERATINGPROCEDURESSubject:DONOTDISTURB請勿打擾EffectiveDate:4.2010PolicyNo:HSKP-014Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)Toensureall“DoNotDisturb”signarehonoredatalltimes.確保所有“請勿打擾”標(biāo)記在任何時候都得到尊重。PolicyStatement政策ItisthepolicyofHotelthatinordertoensureguestsprivacy,theHousekeepingDepartmentrequireshousekeeperstonoteroomsthatarenottobeenteredandservicedbecauseofthe“DoNotDisturb”signsordoublelockeddoors,also,requiretofollowthroughondeterminingstatusoftheseroomsandreportingdiscrepanciestomanagement.為確保客人私密權(quán)，客房部應(yīng)要求客房服務(wù)員注意標(biāo)明了“請勿打擾”或雙鎖的房間是不可進入打掃的。并且，要求確定這些房間的房態(tài)并將不符情況報告上級。Procedure程序RoomAttendantsaretomarkonRoomStatusReports“DND”or“DL”forguestwhorefusedserviceinthemorning.客房服務(wù)員應(yīng)將早上要求不打掃房間的客房在房態(tài)報告上標(biāo)明為“DND”或“DL”。After3:00P.M.RoomAttendantshavetoreporttoHousekeepingOfficeforanyroomwhichhasnotbeenservicedbecauseofa“DoNotDisturb”signorbecausetheroomdoorisdoublelocked.下午3點后，客房服務(wù)員必須將因標(biāo)明了“請勿打擾”或雙鎖而未打掃的房間報告給客房部辦公室。HousekeepingClerkinformsFloorSupervisortodoublecheckall“DND”and“DL”roomsagaintoseewhetheranyoftheseroomscanbeserviced.客房部辦公室員工通知樓層主管再次檢查所有“請勿打擾”及“雙鎖”房，看是否有需要打掃的。FloorSupervisorreconfirmsthe“DND”and“DL”roomstoHousekeepingClerk.樓層主管再次向客房部辦公室員工確認“請勿打擾”及“雙鎖”房。HousekeepingClerksend“DND”and“DL”roomreporttoGuestServiceManagerat5pm.客房部辦公室員工在下午5點將“請勿打擾”及“雙鎖”房報告給客戶服務(wù)經(jīng)理。GuestServiceManagerwillcontacttheguesttoinquirewhethertheyneedHousekeepingService.Ifguestneedsservice,GSMwillinformHousekeepingOffice.客戶服務(wù)經(jīng)理將聯(lián)系客人以詢問是否需要打掃客房，如需要，客戶服務(wù)經(jīng)理將通知客房部辦公室。FloorsupervisorassignsPMshiftRoomAttendanttocleantheroomASAP.樓層主管分配中班客房服務(wù)員清潔這些房間。Ifguestneedsnoservice,HousekeepingClerkshouldrecordonthelogbook.如客人不需要服務(wù)，客房部辦公室員工將在值班日志上做記錄。STANDARDOPERATINGPROCEDURESSubject:GUESTROOMSECURITY客房安全EffectiveDate:4.2010PolicyNo:HSKP-015Issuedby:EXE.HousekeeperPage:1of1Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)Nooneisallowedtoenterguestroomwithoutproperidentification.沒有特定許可情況下任何人不得進入客房。PolicyStatement:政策ItisthepolicyofHotelthatourguestscountonustoprotecttheirbelongingswhenwearecleaningtheirrooms.Theywanttobesurethatwewillnotletanyoneintotheroomthatdoesnotbelong.Itisveryimportanttofollowproperproceduresinordertoensureguestsafetyatalltimes.客人的財物在我們清潔客房時完全依靠我們的保護。他們要求我們不讓任何其他人進入他們的客房。在任何時候遵守程序要求確?？腿税踩欠浅Ｖ匾摹rocedure:程序Iftheguestenterstheguestroomandisunabletoproducearoomkey,youshouldcallSecurityorFrontDesktoverifyguestsidentification.YoushouldNEVERopenalockedguestroomdoorattherequestofaguestwithoutauthorizationfromtheFrontDeskorSecurityfirst.如果一位客人進入客房而不能出示房間鑰匙，應(yīng)通知保安或前廳部校驗客人身份。在未得到保安部或前廳部授權(quán)的情況下，不得為客人打開鎖著的客房。Youshouldalwayspolitelyexplaintotheguestthatitisyourjobtoobtainpositiveidentificationbeforelettinganybodytotheroom.Showtheguestyouaretryingtohelpwhilestillfollowingsecurityprocedures.應(yīng)該禮貌地向客人解釋你的工作職責(zé)要求在讓任何人進入客房前必須確認。讓客人覺得你在盡量幫忙，同時也在遵守安全程序。STANDARDOPERATINGPROCEDURESSubject:HOUSEKEEPINGDEPTHYGIENEANDGROOMINGSTANDARD客房部衛(wèi)生及裝飾標(biāo)準(zhǔn)EffectiveDate:4.2010PolicyNo:HSKP-016Issuedby:EXE.HousekeeperPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective:目標(biāo)ToprovideageneralhygieneandgroomingguidelinestoallEmployees.為所有員工制訂衛(wèi)生及裝飾標(biāo)準(zhǔn)方針。PolicyStatement:政策ItisthepolicyofPlazaRoyaletoensureallEmployeesfollowtheguidelinesandrepresentHotelinaprofessionalmanner.EmployeeswillbedisciplinedbymanagementiffailedtocomplywithDepartmentdresscode.確保所有員工遵守標(biāo)準(zhǔn)，以使酒店呈現(xiàn)職業(yè)化風(fēng)貌。管理人員將用紀律約束不遵守部門著裝規(guī)范的行為。Procedure:程序GENERALSTANDARDFORALLSTAFFS所有員工總體標(biāo)準(zhǔn)Completeandcleanuniformmustbewornatalltimes.任何時間必須身著完整并且潔凈的制服。Alwayswearyournametag.任何時間必須佩帶名牌。Mustmaintaingoodpersonalhygiene,useantiperspirantordeodorantifneeded.必須保持個人衛(wèi)生，如需要可使用止汗藥或除臭劑。Fragranceproductsshouldbesubtleandappliedinmoderation.可適度使用增加香味的產(chǎn)品。Shoesshouldbeproperlyshinedandingoodcondition.皮鞋應(yīng)完好并被擦亮。Novisibletattoos.無可見的紋身STANDARDOPERATINGPROCEDURESSubject:PROPERBEHAVIORFORHOUSEKEEPINGSTAFF客房部員工禮貌舉止標(biāo)準(zhǔn)EffectiveDate:4.2010PolicyNo:HSKP-017Issuedby:EXE.HousekeeperPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)ToensureallEmployeesarebehavedinaprofessionalmanner.確保所有員工的行為舉止應(yīng)該職業(yè)化。PolicyStatement政策ItisthepolicyofPlazaRoyaletosetupguidelinesandensureitisproperlyfollowedbyEmployeesatalltimes,becausetheirbehaviourrepresentstheimageofthedepartmentaswellastheHotel.Professionalismisrequired.建立方針政策并確保員工貫徹執(zhí)行，因為他們的行為不僅代表部門，更是代表了酒店。因此要求職業(yè)化。Procedure程序Do’sforallHousekeepingstaff:客房部員工應(yīng)做的：Keepyourselftidy,uniformspotlessandimmaculatelycleanatalltimes.保持個人清潔，制服應(yīng)一直保持沒有污點并被清洗得很干凈。Keephandsandnailscle