星级酒店客房部标准服务工作程序手册

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1、HOUSEKEEPINGDEPARTMENT客房部170GENERAL总述TaskNo:Description1.GroomingandAppearance仪表仪容2.CheckUniformandHowtoGroomingStandards制服检查及仪表仪容标准3.Bodylanguageandattitude肢体语言及态度4.HowtoConductBriefing怎样主持例会5.CommunicatewithHousekeepingDepartment与客房部沟通6.HowtoGreettheGuest怎样问候客人7.Dect

2、phoneControl小灵通电话管理8.OccupationalHealthandSafety职业健康卫生及安全170HOUSEKEEPINGOFFICE&GUESTFLOOR客房办公室及客房服务9LostandFoundProcedure失物招领程序10.MonthlyLinenInventory月度布草盘点11.MasterKeySignOutProcedure万能钥匙签领程序12.SigninProcedure签到程序13.SignoutProcedure签退程序14.GuestRoomAmenities&SuppliesS

3、et-up客用品配放15.“DoNotDistribute”ProcedureforRooms房间“请勿打扰”程序16.CleanRoomProcedure清洁房间程序17.HowtoCleanElectricKettle怎样清洁电水壶.18.HowtoCleantheGlasses怎样清洁玻璃杯19.HowtoCleanIceBucket怎样清洁冰桶20.HowtoChangePillowCase怎样更换枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣篮及衣架22.Reportingto

4、theGuestFloor到楼层报到23.Howtomakeupbed怎样做床24.HowtoCleantheBathRoomFloor怎样清洁浴室地板25.HowtoCleantheMiniBar怎样清洁小酒吧26.HowtoDusttheFurniture怎样给家具擦尘27.Howtocleanthemirror怎样清洁镜子28.HowtoCleantheBathTub怎样清洁浴缸29.HowtoCleanShowerRoom怎样清洁淋浴间17030.HowtoCleantheBathRoomWall怎样清洁浴室墙面31.How

5、tocleanthevanitytopandhandbasin怎样清洁面台和面盆32.HowtoClean/PolishtheBathroomFittings怎样清洁和抛光浴室电镀配件33.HowtoCleantheToiletBowl怎样清洁马桶34.HowtoVacuumtheCarpet怎样给地毯吸尘35.HowtoCleantheTelephoneSet怎样清洁电话机36.HowtoHandleWakeupCall怎样处理叫醒服务37.GuestShoeShineService擦鞋服务38.SafeDepositBoxnee

6、dstobeopenedinCheckedoutguestroom当客人离店后要检查保险箱必须打开39.HowtoHandletheLeftGuestRoomvinecard怎样处理无用的客房钥匙卡40.ExtraBedandBabyCotProcedure加床和婴儿床处理程序41.GuestLaundryPickupDuringRoomCheck查房同时收取客衣42.GuestLaundryPickupRequirementviaReceivingCall客人电话要求收取洗衣43.FoldTowel毛巾的折叠44.HowtoRem

7、oveRoomServiceBasket怎样撤出送餐的餐具45.HowtoCleanGuestFloorCorridor怎样清洁走廊46.HowtoAssistGuestwithLuggage/Parcel怎样协助运送客人行李47.Mini-barconsumptioncheck小酒吧消耗检查48.Mini-bardailyreplenishment每日补充小酒吧49.HowtoHandle“OpenDoor”Request怎样处理开房门的请求50.Breakage,LossandDamageProcedure遗失损坏处理程序51.

8、HowtoCheckGuestFloorCorridor如何检查走廊17052.HowtoInspectBathroom如何检查卫生间53.CareandHandlingofGuest’sBelongings小心照看客人财产54.Re