豪生酒店管家部标准运作程序手册实用手册.doc

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1、STANDARDOPERATINGPROCEDURESPOLICYNO.SUBJECT项目HSKP–001StandardOfCleanliness清洁标准HSKP–002LostandFound失物招领HSKP–003EnteringGuestRooms进入客房HSKP–004FloorAttendantServices客房服务HSKP–005ShoeShineService擦鞋服务HSKP–006GuestRequestItems客人需求项目HSKP–007Babysitting托婴服务HSKP–008GuestBelongings客人财产HSKP–009RoomWaitRequests

2、等候要求HSKP–010ShiftBriefing班会HSKP–011WorkOrders客房维护HSKP–012AllowingAccessToGuestRooms允许进入客人房间HSKP–013Gratuities/Tips赠物、小费HSKP–014AttendingToGuestsInPublicRestrooms做好客用休息区卫生HSKP–015ChainOfCommand行政管理HSKP–016HoldingOpenAndSecuringGuestRoomDoor客房安全HSKP–017ReasonableJobRequests合理的工作分配HSKP–018KeyControlPr

3、ocedure钥匙控制程序HSKP–019LeavingWorkAreaWithoutAuthorization未经批准擅离工作区域HSKP–020TelephoneSkill电话技巧HSKP–021CleaningThePublicTelephone公用电话清洁HSKP–022CleaningFurniture家具清洁HSKP–023CleaningTheGuestCorridors楼层过道清洁HSKP–024ProvidingTurndownService夜床服务HSKP–025CleaningServiceAreasAndEmergencyStairway服务区和应急区的清洁HSKP–

4、026SweepLog清洁记录HSKP–027HandlingGuestLaundry处理宾客洗衣HSKP–028UniformRoomProcedures制服程序HSKP–029HandlingGuestroomTrash客房垃圾处理HSKP–030EmptytheWastebasket清除垃圾HSKP–031VacuumingofPublicAreas公共区域吸尘HSKP–032AM/PMDiscrepantRoomsReport早中班房态差异报告HSKP–033DefinitionofaGuest宾客诠释HSKP–034HandleGuestComplaints处理客人投诉HSKP–0

5、35JobSafety岗位安全HSKP–036PersonalSafety个人安全HSKP–037PriorityCleaning优先清洁HSKP–038DoNotDisturb请勿打扰HSKP–039GuestRoomSecurity房间安全HSKP–040RoomServiceTraysRemoval送餐餐盘撤出STANDARDOPERATINGPROCEDUREPOLICYNO.SUBJECT项目HSKP–041HousekeepingDepartmentHygieneandGroomingStandard房间清洁和卫生标准HSKP–042GuestRoomCleaning房间清洁HS

6、KP–043MakeAbed做床HSKP–044BathroomCleaning卫生间清洁HSKP–045ProperBehaviourforHousekeepingStaffs客房员工正确行为举止HSKP–046UseAVacuumCleaner吸尘器的使用HSKP–047HandlingbabyCrib/Cot处理婴儿床HSKP–048RegularTurndownService夜床服务规范HSKP–049ExecutiveFloorLoungeCleaningHours行政楼层工作时间HSKP–050FlowerOrdering/Arrangements鲜花订购、安排HSKP–051E

7、xecutiveFloorGuests/VIPFlowerOrdering/Arrangements行政楼层客人/VIP鲜花订购安排HSKP–052ExecutiveFloorGuests/VIPTurndownService行政楼层/VIP开夜床服务HSKP–053Cleanliness&Hygiene清洁及卫生HSKP–054DailyCheckList每日检查表HSKP–055EquipmentUsag