酒店 豪生标准操作程序

STANDARD OPERATING PROCEDURES标 准 操 作 程 序POLICY NO.SUBJECT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 - 028AM/PM 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 NO.SUBJECT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 by:General ManagerDistribution: Executive Committee Department Head A&B: 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 LINEN/TOWELS 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 clean/no 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。DESK/CREDENZAS 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 CHAIRS/EASY Clean-no spots or dirt. Legs clean/all 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 read/clean. 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。LAMPS/SHADES 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 rips/tears, 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 intact/batons not missing. No debris/dead 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-rips/tears, 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 dust/dirt 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。CLOCK/RADIOS 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 tears/rips 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。SINK/COUNTERS 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 by:General ManagerDistribution: Executive Committee Department Head A&B: 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 number联系电话Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or 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1. 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。2. 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3. The Assigned Hous