【酒店资料】五星级大酒店客房部sop

【酒店资料】五星级大酒店客房部sop 五星级大酒店客房部sopSTANDARD OPERATING PROCEDURES标 准 操 作 程 序POLICY NOSUBJECT制度编号 主题HSKP - 001Standard Of Cleanliness 清洁标准HSKP - 002Lost and Found 失物招领HSKP - 003Entering Guest Rooms 进入客房HSKP - 004Floor Attendant Services 楼层服务员职责HSKP - 005Shoe Shine Service 擦鞋服务HSKP - 006Guest Request Items 客人要求项目HSKP - 007Babysitting 托婴服务HSKP - 008Guest Belongings 客人物品HSKP - 009Room Wait Requests 房间等候要求HSKP - 010Shift Briefing 交班例会HSKP - 011Work Orders 维修通知单HSKP - 012Allowing Access To Guest Rooms 允许进入客房HSKP - 013Gratuities Tips 赠物小费HSKP - 014Chain Of Command 指挥系统HSKP - 015Holding Open And Securing Guest Room Door 保持开着的客房门安全HSKP 016Reasonable Job Requests 合理的工作要求HSKP - 017Key Control Procedure 钥匙管理程序HSKP - 018Leaving Work Area Without Authorization 未获批准离开工作区域HSKP - 019Telephone Skill 电话技巧STANDARD OPERATING PROCEDURES标 准 操 作 程 序HSKP - 020Cleaning Furniture 清洁家具HSKP - 021Cleaning The Guest Corridors 清洁客人走廊HSKP - 022Providing Turndown Service 提供做晚床服务HSKP - 023Cleaning Service Areas And Emergency Stairway 打扫服务区及紧急楼梯HSKP - 024Sweep Log 清扫记录HSKP - 025Handling Guest Laundry 处理客人洗衣HSKP - 026Handling Guestroom Trash 处理客房垃圾HSKP - 027Empty the Wastebasket 清空废纸篓HSKP - 028AMPM Discrepant Rooms Report 上下午不符房间报告HSKP - 029Definition of A Guest 一个客人的定义HSKP - 030 Handle Guest Complaints 处理客人投诉HSKP - 031Job Safety 工作安全HSKP - 032Personal Safety 个人安全HSKP - 033Priority Cleaning 优先打扫HSKP - 034Do Not Disturb 请勿打扰HSKP - 035Guest Room Security 客房安全HSKP - 036Room Service Trays Removal 清理送餐服务托盘STANDARD OPERATING PROCEDURES标 准 操 作 程 序POLICY NOSUBJECT制度编号 主题HSKP - 037Housekeeping Department Hygiene and Grooming Standard 客房部卫生及仪容仪表标准HSKP - 038Guest Room Cleaning 客房清洁HSKP - 039Make A bed 做床HSKP - 040Bathroom Cleaning 洗手间清洁HSKP - 041Proper Behaviour for Housekeeping Staffs 客房部员工礼貌举止标准HSKP - 042Use A Vacuum Cleaner 使用吸尘器HSKP - 043Handling baby Crib Cot 使用婴儿围栏床HSKP - 044Regular Turndown Service 正常的做晚床服务 HSKP - 045 Executive Floor Guests VIP Flower Ordering Arrangements 行政楼层客人 VIP客人的鲜花预订安排HSKP - 046 Executive Floor Guests VIP Turndown Service 行政楼层客人 VIP客人的做晚床服务HSKP - 047 Cleanliness Hygiene 清洁及卫生HSKP - 048 Daily Check List 每日检查清单HSKP - 049 Equipment Usage 设备使用HSKP - 050 Newspaper Magazines 报刊杂志HSKP - 051 Reception Service 接待服务HSKP - 052 Towels 毛巾HSKP -053当客人离店后要检查保险箱必须打开HSKP -054 协助运送客人行李HSKP -055 在客梯间遇见客人时要礼貌的打招呼HSKP -056 肢体语言及态度STANDARD OPERATING PROCEDURESSubject STANDARDS OF CLEANLINESS 清洁标准Effective Date Jan 2009Policy No HSKP-001 Issued by FOMPage 1 of 5Approved byGeneral ManagerDistribution Executive Committee Department Head AB All AssociatesObjective目标 To ensure consistent quality standard of cleanliness at Hotel are meet at all times确保任何时候酒店清洁工作的持续性质量标准Policy Statement政策It is the policy 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 to meet and exceed following STANDARDS OF CLEANLINESS为酒店建立一个制度以鉴定需清洁的区域或某一物品应达到要求的水平和质量标准酒店所有提供清洁服务的相关员工将被培训以使他们的清洁工作能达到并超过下列的清洁标准Procedure程序ITEM STANDARDS OF CLEANLINESS项目 清洁标准ROOM SCENT No smoke odor or any other type of smell It should smell 房间气味 nice and clean fresh scent 无烟味或其他类型的异味应该闻起来芬芳清洁新鲜气味ALL LINENTOWELS Fresh smelling free of stains and tears所有布草毛巾 新鲜的气味无污渍及破损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 清洁无异味污渍或斑点无明显的灰尘和泥土边缘洁净无灰尘聚集无裂口和脱线TILE FLOORS Clean- no scuff marks dust dirt or soil No wax build-up 瓷砖地面 edges and corners clean 清洁-无划痕灰尘泥土无蜡聚集边缘及角落洁净DESKCREDENZAS Clean- no dust dirt or soil No oily appearance and no lint 书桌书柜 Drawers slide evenly 清洁-无灰尘泥土无油腻绒毛抽屉滑动平坦DESK CHAIRSEASY Clean-no spots or dirt Legs cleanall wooden or metal parts CHAIRS SOFAS in proper working order Paint and finish intact Upholstery书桌椅安乐椅及沙发 clean and spotless legs and backs of chairs dusted and free of marks 清洁-无污点或灰尘椅脚洁净木质或金属部分工作正常油漆及光漆完整无缺室内装潢洁净无污点椅脚及椅背无灰尘及印记HEADBOARD Clean-no dust dirt or smudges Finish is intact床头板 清洁-无灰尘或污迹光漆完整无缺BED Fresh crisp appearance Clean mattress pads sheets and 床 pillowcases Duvet and duvet cover neat clean no cigarette STANDARD OPERATING PROCEDURESubject STANDARDS OF CLEANLINESSPages 2 of 5Policy No HSKP-001 burns or holes 外观干净清新床垫床单及枕套洁净被子及被套 整洁无烟烧痕迹或洞眼MIRRORS No smudges lint dust dirt or fingerprints No cracks or 镜子 chips Hangs securely on wall 无污迹绒毛灰尘或指痕无碎裂挂放牢靠NIGHTSTANDS Clean-no dirt dust or soil Wood not chipped or scratched床头柜 High polished appearance 清洁-无灰尘或泥土木质无裂口或刮痕抛光明亮TELEPHONE Clean- free of earwax or soil on ear and mouthpiece 电话 Information on phone is easy to readclean Phone in proper working order Stickers not dog-eared 清洁-在受话听筒及话筒处无耳垢或其他污渍话机信息易阅读及清 洁话机工作正常不干胶粘贴无卷角TELEPHONE BOOKS Clean updated and in good condition电话簿 清洁保持更新并外观良好LAMPSSHADES Clean-no dust dirt or smudges Bulbs correct wattage and 灯灯罩 clean No dust on bulb Lampshade clean-no hair Finial secure on top of light fixture 清洁-无灰尘泥土或污迹灯泡瓦数正确且 洁净灯泡上无灰尘灯罩洁净无绒毛灯具安全可靠TELEVISON Clean-no dust or dirt on screen top or sides Back securely电视机 locked upon dresser 清洁-屏幕顶部或侧面无灰尘电视机后部在电视柜上安放牢靠SERVICE DIRECTORY Complete and in good condition-no rips and tears All 服务指南 intact 完整并且外观良好-无开裂和破损完整无缺ROOM LITERATURE All magazines present No ripstears not dog-eared Issues 客房读物 are current 提供各种刊物无开裂和破损无卷角刊号最新WINDOWSILLS Clean-free of dirt and soil No fingerprints No dead窗台 insects in windowsills or ledges Tracks spotless 清洁-无灰尘无指痕窗沿上无死昆虫窗导轨无脏污DRAPES Clean-free of watermarks dirt soil or dead insects No 窗帘 rips tears Pulls freely in tracks Hooks intactbatons not missing No debrisdead insects on floor behind drapes 清洁-无水印灰尘及死昆虫无破损拖拉方便挂钩窗帘杆完整无缺在窗帘后地面上无碎屑及死昆虫WALLS Clean - no cobwebs No glue bleeding through wallpaper 墙面 Vinyl intact-ripstears not busting at seams not coming unglued 清洁-无蛛网墙纸无胶渗出完整无破损接缝处无开裂及脱胶STANDARD OPERATING PROCEDURESSubject STANDARDS OF CLEANLINESS Pages 3 of 5Policy No HSKP-001 PICTURE FRAME Clean - not dusty on front or top画框 清洁-正面及顶部无灰尘HANGERS Clean-no dust Hooks not broken hanger not chipped 衣架 Correct number present 清洁-无灰尘挂钩无损坏衣架无开裂数量正确WASTEBASKET Clean-no trash dirt soil or hair In good condition no废纸篓 marks or scuff marks 清洁-无垃圾灰尘泥土或头发外观良好无刮痕或印记 VENTS Clean - free of dustdirt build-up Secure通风口 清洁-无灰尘脏物聚集安全DOORS Clean-free of dust dirt build-up No dust inside door jam 门 Number clean and visible Doorknob not loose Finish intact Thresholds are clean on all room doors including connecting doors 清洁-无灰尘脏物聚集门吸处无灰尘门牌号洁净可见门把手不松动光漆完好包括连接门的所有房门的门槛洁净CUPBOARDS Thoroughly dusted and clean inside No fingerprints or WHERE APPLICABLE marks on outside surfaces including handles食橱在使用处 内部彻底清洁无灰表面无指印包括把手 SINKS Clean all chrome is shining WHERE APPLICABLE 清洁所有铬合金发出光亮水槽在使用处REFRIGERATORS Defrosted and thoroughly clean inside fresh smelling WHERE APPLICABLE Make sure door is closed冰箱在使用处 除霜并彻底清洁内部气味清新确保门关上ASHTRAYS Clean-free of dirt trash ashes and smoking debris Not 烟灰缸 cracked or chipped high polished appearance 清洁-无灰尘垃圾烟灰及烟头无碎裂外观光亮CLOCKRADIOS In proper working order not broken Clean-free of dust 钟收音机 Clock works set to correct time and alarm is off 工作正常无破损清洁-无灰尘时钟走动设置为正点时间并关掉闹铃LIGHT SWITCHES Clean-free of fingerprints and soil Screws are intact 灯开关 清洁-无指印及污渍旋钮完好CLIMATE CONTROL BOX Clean-no dirt or dust on top or sides of control unit In 气温控制盒 proper working order 清洁-控制单元顶部及侧面无污垢或灰尘工作正常ICE BUCKETS Clean-no dirt soil or water inside No tearsrips on lid or 冰桶 ice bucket Tray is clean 清洁-内部无污垢水渍冰桶或盖子无破损托盘洁净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 清洁-无灰尘稳固牢靠无挂线ROOM SUPPLIES Properly placed in room房间备品 放置在适当的位置SINKCOUNTERS Clean-free of dust soil soap scum and no body hair水槽洗脸台 清洁-无灰尘泥土肥皂浮垢及毛发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 清洁无毛发无油垢肥皂浮垢聚集水泥接缝清洁无细菌扶手竿无污渍瓷砖面洁净发亮接缝处洁白FIXTURES Clean-no soap scum hair oil or dirt Chrome is shiny and 固定设备 sparkling清洁-无肥皂浮垢毛发油垢或污点铬合金部位光亮TOILET BOWL Clean-no body waste visible Free of urine spots dirt soil抽水马桶 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 working order Basin is clean toilet seat and lid is down toilet in good working 清洁-无可见的便迹无尿垢脏污泥土等所有部分洁净无毛发便池内无水垢马桶盖及座位连接处无污渍工作正常积水池洁净马桶座及盖关上冲水正常GRAB BAR Clean-smudge free and polished dry扶手竿 清洁-无污渍并且擦亮干燥FAUCETS Clean and shiny No residual or build-up Fixtures intact 水龙头 Easy to turn water on and off 洁净且发亮无水残留或聚集固定完好开关水容易HEAT LAMP Clean-free of spots In proper working order热灯 清洁-无污点工作正常STAINLESS STEEL Spotless and smudge-free COVERPLATE 不锈钢 无污点BOTTLE OPENER Spotless and smudge-free开瓶器 无污点TOWEL RACKS Secured to wall not loose or falling Clean and shiny毛巾架 安装牢靠无松动掉落现象无污点AMENITIES Neat and in proper place Correct number present of 赠品 each item Boxes and bottles clean 整洁并被安放在合适的位置每样物品数目正确装赠品的盒或瓶干净GLASSES Clean-free of watermarks and topped with glass caps玻璃器皿 清洁-无水印STANDARD OPERATING PROCEDURES Subject STANDARDS OF CLEANLINESSPages 5 of 5Policy No HSKP-001 AMENITY TRAY Clean and spotless赠品盘 洁净无污点HALLWAY CARPET Spotless-free of debris and lint走道地毯 无污点-无碎屑及线头HALLWAY VINYLClean- free of scuff marks or black marks走道乙烯基塑料 清洁-无划痕或黑印STANDARD OPERATING PROCEDURESSubject LOST AND FOUND失物招领Effective Date Jan 2009Policy No HSKP-002Issued by FOMPage 1 of 4Approved byGeneral ManagerDistribution Executive Committee Department Head AB All AssociatesObjective目标 To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner确保失物招领程序能被完全地执行以便在客人询问时能及时地反应Policy Statement政策 It is the policy of Hotel that Employees are expected to check-out rooms thoroughly 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 further tagging purposes使员工在离店房彻底检查客人遗留的物品所有丢失物品应被登记及包装应记录包括员工姓名房号日期等相关信息然后员工应将这些物品及时上交给失物招领处以便进一步作好标记工作Procedure程序LOST ITEMS丢失物品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 storage of all unclaimed items任何在酒店范围内丢失的物品提出丢失应直接向客房部提出该部门负责记录及保存所有无人认领的物品These items must be logged and include所有失物应被登记包括以下项目Name Address姓名及地址Item description物品描述Where lost when and time何处何时丢失Contact telephone numberShould it be found that Housekeeping has no record of the item in question then further 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若该物品在客房部未被记录应直接向当值的保安或宾客服务经理提出报失完毕后所有信息应交宾客服务经理他将会同客房部跟进工作以尽快解决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 for 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所有物品不论价值必须被上缴客房部保存及记录这些物品将被保存90天若属高价值物品将被保存在前厅部保险箱180天At the end of these periods the items if not claimed will be returned to the finder for removal from Hotel or if not wanted passed to a recognized charity or destroyed若逾期仍无人认领将交给发现人带出酒店或移交给经过验证的慈善机构或销毁FOUND ITEM S 拾到物品The item is conveyed to Office Clerk in Housekeeping office物品将被转交给客房部办公室人员The item and details surrounding its discovery are logged into the Log Book物品及与其发现相关的细节将被登记在登记本中 Finders Name and Department 发现人姓名及部门 Item s description 物品描述 Where Found 拾到地点 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由指定的客房部员工将物品装入塑料袋并贴上标签保存在一个位置安全的箱子里4 Valuable and attractive items such as credit 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 高价值物品如信用卡照相机珠宝首饰或现金等应被存放在指定的保险箱中钥匙由前厅部经理保管行政管家或指定代理人可视情况从前厅部获取钥匙5 Every time the Safety Deposit Box is opened