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1、【酒店資料】五星級(jí)大酒店客房部sop 五星級(jí)大酒店客房部sop STANDARD OPERATING PROCEDURES 標(biāo) 準(zhǔn) 操 作 程 序 POLICY NO SUBJECT 制度編號(hào) 主題 HSKP - 001 Standard Of Cleanliness 清潔標(biāo)準(zhǔn) HSKP - 002 Lost and Found

2、 失物招領(lǐng) HSKP - 003 Entering Guest Rooms 進(jìn)入客房 HSKP - 004 Floor Attendant Services 樓層服務(wù)員職責(zé) HSKP - 005 Shoe Shine Service 擦鞋服務(wù) HSKP - 006 Guest Request Items

3、 客人要求項(xiàng)目 HSKP - 007 Babysitting 托嬰服務(wù) HSKP - 008 Guest Belongings 客人物品 HSKP - 009 Room Wait Requests 房間等候要求 HSKP - 010 Shift Briefing

4、 交班例會(huì) HSKP - 011 Work Orders 維修通知單 HSKP - 012 Allowing Access To Guest Rooms 允許進(jìn)入客房 HSKP - 013 Gratuities Tips 贈(zèng)物小費(fèi) HSKP - 014 Chain Of Command

5、 指揮系統(tǒng) HSKP - 015 Holding Open And Securing Guest Room Door 保持開著的客房門安全 HSKP – 016 Reasonable Job Requests 合理的工作要求 HSKP - 017 Key Control Procedure 鑰匙管理程序 HSKP - 018 Leaving Work Ar

6、ea Without Authorization 未獲批準(zhǔn)離開工作區(qū)域 HSKP - 019 Telephone Skill 電話技巧 STANDARD OPERATING PROCEDURES 標(biāo) 準(zhǔn) 操 作 程 序 HSKP - 020 Cleaning Furniture 清潔家具 HSKP - 021 Cleaning The Guest

7、Corridors 清潔客人走廊 HSKP - 022 Providing Turndown Service 提供做晚床服務(wù) HSKP - 023 Cleaning Service Areas And Emergency Stairway 打掃服務(wù)區(qū)及緊急樓梯 HSKP - 024 Sweep Log

8、 清掃記錄 HSKP - 025 Handling Guest Laundry 處理客人洗衣 HSKP - 026 Handling Guestroom Trash 處理客房垃圾 HSKP - 027 Empty the Wastebasket 清空廢紙簍 HSKP - 028 AMPM Discrepant Rooms Report

9、 上下午不符房間報(bào)告 HSKP - 029 Definition of A Guest 一個(gè)客人的定義 HSKP - 030 Handle Guest Complaints 處理客人投訴 HSKP - 031 Job Safety 工作安全 HSKP - 032 Person

10、al Safety 個(gè)人安全 HSKP - 033 Priority Cleaning 優(yōu)先打掃 HSKP - 034 Do Not Disturb 請(qǐng)勿打擾 HSKP - 035 Guest Room Security 客房安全 HSKP - 036 Room Service Tray

11、s Removal 清理送餐服務(wù)托盤 STANDARD OPERATING PROCEDURES 標(biāo) 準(zhǔn) 操 作 程 序 POLICY NO SUBJECT 制度編號(hào) 主題 HSKP - 037 Housekeeping Department Hygiene and Grooming Standard 客房部衛(wèi)生及儀容儀表標(biāo)準(zhǔn) HSKP - 038 Guest Room Cleani

12、ng 客房清潔 HSKP - 039 Make A bed 做床 HSKP - 040 Bathroom Cleaning 洗手間清潔 HSKP - 041 Proper Behaviour for Housekeeping Staffs 客房部員工禮貌舉止標(biāo)準(zhǔn) HSKP - 042 U

13、se A Vacuum Cleaner 使用吸塵器 HSKP - 043 Handling baby Crib Cot 使用嬰兒圍欄床 HSKP - 044 Regular Turndown Service 正常的做晚床服務(wù) HSKP - 045 Executive Floor Guests VIP Flower Ordering A

14、rrangements 行政樓層客人 VIP客人的鮮花預(yù)訂安排 HSKP - 046 Executive Floor Guests VIP Turndown Service 行政樓層客人 VIP客人的做晚床服務(wù) HSKP - 047 Cleanliness Hygiene 清潔及衛(wèi)生 HSKP - 048

15、 Daily Check List 每日檢查清單 HSKP - 049 Equipment Usage 設(shè)備使用 HSKP - 050 Newspaper Magazines 報(bào)刊雜志 HSKP - 051 Reception Service

16、 接待服務(wù) HSKP - 052 Towels 毛巾 HSKP -053 當(dāng)客人離店后要檢查保險(xiǎn)箱必須打開 HSKP -054 協(xié)助運(yùn)送客人行李 HSKP -055 在客梯間遇見客人時(shí)要禮貌的打招呼 HSKP -056 肢體語言及態(tài)度 STANDARD OPERATING PROCEDURES Subject STANDARDS OF C

17、LEANLINESS 清潔標(biāo)準(zhǔn) Effective Date Jan 2009 Policy No HSKP-001 Issued by FOM Page 1 of 5 Approved by General Manager Distribution Executive Committee Department Head AB All Associates Objective目標(biāo) To ensure consistent quality standard of cleanliness at Hotel are meet at all ti

18、mes 確保任何時(shí)候酒店清潔工作的持續(xù)性質(zhì)量標(biāo)準(zhǔn) 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 roo

19、ms will be trained on how to perform their cleaning assignment to meet and exceed following STANDARDS OF CLEANLINESS 為酒店建立一個(gè)制度以鑒定需清潔的區(qū)域或某一物品應(yīng)達(dá)到要求的水平和質(zhì)量標(biāo)準(zhǔn)酒店所有提供清潔服務(wù)的相關(guān)員工將被培訓(xùn)以使他們的清潔工作能達(dá)到并超過下列的清潔標(biāo)準(zhǔn) Procedure程序 ITEM STANDARDS OF CLEANLINESS 項(xiàng)目

20、 清潔標(biāo)準(zhǔn) ROOM SCENT No smoke odor or any other type of smell It should smell 房間氣味 nice and clean fresh scent 無煙味或其他類型的異味應(yīng)該聞起來芬芳清潔新鮮氣味 ALL LINENTOWELS Fresh smelling free of stains and tear

21、s 所有布草毛巾 新鮮的氣味無污漬及破損 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 清潔無異味污漬或斑點(diǎn)無明顯的灰塵和泥土邊緣潔凈無灰塵聚集無裂口

22、和脫線 TILE FLOORS Clean- no scuff marks dust dirt or soil No wax build-up 瓷磚地面 edges and corners clean 清潔-無劃痕灰塵泥土無蠟聚集邊緣及角落潔凈 DESKCREDENZAS Clean- no dust dirt or soil No oily appearance and no lint 書桌書柜

23、 Drawers slide evenly 清潔-無灰塵泥土無油膩絨毛抽屜滑動(dòng)平坦 DESK CHAIRSEASY Clean-no spots or dirt Legs cleanall wooden or metal parts CHAIRS

24、SOFAS in proper working order Paint and finish intact Upholstery 書桌椅安樂椅及沙發(fā) clean and spotless legs and backs of chairs dusted and free of marks 清潔-無污點(diǎn)或灰塵椅腳潔凈木質(zhì)或金屬部分工作正常油漆及光漆完整無缺室內(nèi)裝潢潔凈無污點(diǎn)椅腳及椅背無灰塵及印記 HEADBOARD Clean-no dust dirt

25、 or smudges Finish is intact 床頭板 清潔-無灰塵或污跡光漆完整無缺 BED Fresh crisp appearance Clean mattress pads sheets and 床 pillowcases Duvet and duvet cover neat clean no cigarette STANDARD OPERATING PROCEDURE Su

26、bject STANDARDS OF CLEANLINESS Pages 2 of 5 Policy No HSKP-001 burns or holes 外觀干凈清新床墊床單及枕套潔凈被子及被套 整潔無煙燒痕跡或洞眼 MIRRORS No smudges lint dust dirt or fingerprints No cracks or 鏡子 chips Han

27、gs securely on wall 無污跡絨毛灰塵或指痕無碎裂掛放牢靠 NIGHTSTANDS Clean-no dirt dust or soil Wood not chipped or scratched 床頭柜 High polished appearance 清潔-無灰塵或泥土木質(zhì)無裂口或刮痕拋光明

28、亮 TELEPHONE Clean- free of earwax or soil on ear and mouthpiece 電話 Information on phone is easy to readclean Phone in proper working order Stickers not dog-eared 清潔-在受話聽筒及話筒處無耳垢或其他污漬話機(jī)信息易閱讀及清 潔話機(jī)工作正常不干膠

29、粘貼無卷角 TELEPHONE BOOKS Clean updated and in good condition 電話簿 清潔保持更新并外觀良好 LAMPSSHADES Clean-no dust dirt or smudges Bulbs correct wattage and 燈燈罩 clean No dust on bulb Lampshade clean-no hair Finial sec

30、ure on top of light fixture 清潔-無灰塵泥土或污跡燈泡瓦數(shù)正確且 潔凈燈泡上無灰塵燈罩潔凈無絨毛燈具安全可靠 TELEVISON Clean-no dust or dirt on screen top or sides Back securely 電視機(jī) locked upon dresser 清潔-屏幕頂部或側(cè)面

31、無灰塵電視機(jī)后部在電視柜上安放牢靠 SERVICE DIRECTORY Complete and in good condition-no rips and tears All 服務(wù)指南 intact 完整并且外觀良好-無開裂和破損完整無缺 ROOM LITERATURE All magazines present No ripstears not dog-eared Issues 客房讀物 are current 提供

32、各種刊物無開裂和破損無卷角刊號(hào)最新 WINDOWSILLS Clean-free of dirt and soil No fingerprints No dead 窗臺(tái) insects in windowsills or ledges Tracks spotless 清潔-無灰塵無指痕窗沿上無死昆蟲窗導(dǎo)軌無臟污 DRAPES

33、Clean-free of watermarks dirt soil or dead insects No 窗簾 rips tears Pulls freely in tracks Hooks intactbatons not missing No debrisdead insects on floor behind drapes 清潔-無水印灰塵及死昆蟲無破損拖拉方便掛鉤窗簾桿完整無缺在窗簾后地面上無碎屑及死昆蟲 W

34、ALLS Clean - no cobwebs No glue bleeding through wallpaper 墻面 Vinyl intact-ripstears not busting at seams not coming unglued 清潔-無蛛網(wǎng)墻紙無膠滲出完整無破損接縫處無開裂及脫膠 STANDARD OPE

35、RATING PROCEDURES Subject STANDARDS OF CLEANLINESS Pages 3 of 5 Policy No HSKP-001 PICTURE FR

36、AME Clean - not dusty on front or top 畫框 清潔-正面及頂部無灰塵 HANGERS Clean-no dust Hooks not broken hanger not chipped 衣架 Correct number present 清潔-

37、無灰塵掛鉤無損壞衣架無開裂數(shù)量正確 WASTEBASKET Clean-no trash dirt soil or hair In good condition no 廢紙簍 marks or scuff marks 清潔-無垃圾灰塵泥土或頭發(fā)外觀良好無刮痕或印記 VENTS Clean - free of dustdirt

38、 build-up Secure 通風(fēng)口 清潔-無灰塵臟物聚集安全 DOORS Clean-free of dust dirt build-up No dust inside door jam 門 Number clean and visible Doorknob not loose Finish

39、 intact Thresholds are clean on all room doors including connecting doors 清潔-無灰塵臟物聚集門吸處無灰塵門牌號(hào)潔凈可見門把手不松動(dòng)光漆完好包括連接門的所有房門的門檻潔凈 CUPBOARDS Thoroughly dusted and clean inside N

40、o fingerprints or WHERE APPLICABLE marks on outside surfaces including handles 食櫥在使用處 內(nèi)部徹底清潔無灰表面無指印包括把手 SINKS Clean all chrome is shining WHERE APPLICABLE 清潔所有鉻合金發(fā)出光亮 水槽在使用處 REFRIGERATORS Defrosted an

41、d thoroughly clean inside fresh smelling WHERE APPLICABLE Make sure door is closed 冰箱在使用處 除霜并徹底清潔內(nèi)部氣味清新確保門關(guān)上 ASHTRAYS Clean-free of dirt trash ashes and smoking debris Not 煙灰缸 cracked or chipped high

42、 polished appearance 清潔-無灰塵垃圾煙灰及煙頭無碎裂外觀光亮 CLOCKRADIOS In proper working order not broken Clean-free of dust 鐘收音機(jī) Clock works set to correct time and alarm is off

43、 工作正常無破損清潔-無灰塵時(shí)鐘走動(dòng)設(shè)置為正點(diǎn)時(shí)間并關(guān)掉鬧鈴 LIGHT SWITCHES Clean-free of fingerprints and soil Screws are intact 燈開關(guān) 清潔-無指印及污漬旋鈕完好 CLIMATE CONTROL BOX Clean-no dirt or dust on top or sides of control unit In 氣溫控制盒 prope

44、r working order 清潔-控制單元頂部及側(cè)面無污垢或灰塵工作正常 ICE BUCKETS Clean-no dirt soil or water inside No tearsrips on lid or 冰桶 ice bucket Tray is clean

45、 清潔-內(nèi)部無污垢水漬冰桶或蓋子無破損托盤潔凈 STANDARD OPERATING PROCEDURES Subject STANDARDS OF CLEANLINESS Pages 4 of 5 Policy No HSKP-001 LUGGAGE RACKS Clean-free of dust Sturdy straps secure no hanging 行李架 string or threads 清潔-無灰塵穩(wěn)固牢靠無掛線

46、 ROOM SUPPLIES Properly placed in room 房間備品 放置在適當(dāng)?shù)奈恢? SINKCOUNTERS Clean-free of dust soil soap scum and no body hair 水槽洗臉臺(tái) 清潔-無灰塵泥土肥皂浮垢及毛發(fā) BATHTUB Clean free of hair body oils no soap

47、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 清潔無毛發(fā)無油垢肥皂浮垢聚集水泥接縫清潔無細(xì)菌扶手竿無污漬瓷磚面潔凈發(fā)亮接縫處潔白 FIXTURES

48、Clean-no soap scum hair oil or dirt Chrome is shiny and 固定設(shè)備 sparkling清潔-無肥皂浮垢毛發(fā)油垢或污點(diǎn)鉻合金部位光亮 TOILET BOWL Clean-no body waste visible Free of urine spots dirt soil 抽水馬桶 All parts clean no hair No hard-water rings or b

49、uild-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 worki

50、ng 清潔-無可見的便跡無尿垢臟污泥土等所有部分潔凈無毛發(fā)便池內(nèi)無水垢馬桶蓋及座位連接處無污漬工作正常積水池潔凈馬桶座及蓋關(guān)上沖水正常 GRAB BAR Clean-smudge free and polished dry 扶手竿 清潔-無污漬并且擦亮干燥 FAUCETS Clean and shiny No residual or build-u

51、p Fixtures intact 水龍頭 Easy to turn water on and off 潔凈且發(fā)亮無水殘留或聚集固定完好開關(guān)水容易 HEAT LAMP Clean-free of spots In proper working order 熱燈 清潔-無污點(diǎn)工作正常 STAINLESS STEEL

52、 Spotless and smudge-free COVERPLATE 不銹鋼 無污點(diǎn) BOTTLE OPENER Spotless and smudge-free 開瓶器 無污點(diǎn) TOWEL RACKS Secured to wall not loose or falling Clean and shiny 毛巾架

53、 安裝牢靠無松動(dòng)掉落現(xiàn)象無污點(diǎn) AMENITIES Neat and in proper place Correct number present of 贈(zèng)品 each item Boxes and bottles clean 整潔并被安放在合適的位置每樣物品數(shù)目正確裝贈(zèng)品的盒或瓶干凈 GLASSES

54、 Clean-free of watermarks and topped with glass caps 玻璃器皿 清潔-無水印 STANDARD OPERATING PROCEDURES Subject STANDARDS OF CLEANLINESS Pages 5 of 5 Policy No HSKP-001

55、 AMENITY TRAY Clean and spotless 贈(zèng)品盤 潔凈無污點(diǎn) HALLWAY CARPET Spotless-free of debris and lint 走道地毯 無污點(diǎn)-無碎屑及線頭 HALLWAY VINYL Clean- free of scuff marks or

56、black marks 走道乙烯基塑料 清潔-無劃痕或黑印 STANDARD OPERATING PROCEDURES Subject LOST AND FOUND失物招領(lǐng) Effective Date Jan 2009 Policy No HSKP-002 Issued by FOM Page 1 of 4 Approved by General Manager Distribution Executive Committee Department Head AB All Associates Object

57、ive目標(biāo) To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner 確保失物招領(lǐng)程序能被完全地執(zhí)行以便在客人詢問時(shí)能及時(shí)地反應(yīng) 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 Prev

58、ious 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 使員工在離店房徹底檢查

59、客人遺留的物品所有丟失物品應(yīng)被登記及包裝應(yīng)記錄包括員工姓名房號(hào)日期等相關(guān)信息然后員工應(yīng)將這些物品及時(shí)上交給失物招領(lǐng)處以便進(jìn)一步作好標(biāo)記工作 Procedure 程序 LOST ITEMS 丟失物品 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

60、 items 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(fù)責(zé)記錄及保存所有無人認(rèn)領(lǐng)的物品 These items must be logged and include 所有失物應(yīng)被登記包括以下項(xiàng)目 Name Address 姓名及地址 Item description 物品描述 Where lost when and time 何處何時(shí)丟失 Contact telephone number Should it be found that Housekeeping has no record of the item in question then f

61、urther 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 若該物品在客房部未被記錄應(yīng)直接向當(dāng)值的保安或賓客服務(wù)經(jīng)理提出報(bào)失完畢后所有信息應(yīng)交賓客服務(wù)經(jīng)理他將會(huì)同客房

62、部跟進(jìn)工作以盡快解決 STANDARD OPERATING PROCEDURES Subject LOST AND FOUND Pages 2 of 4 Policy 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

63、 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 Offices safe 所有物品不論價(jià)值必須被上繳客房部保存及記錄這些物品將被保存90天若屬高價(jià)值物品將被保存在前廳部保險(xiǎn)箱180天 At the end of these periods the items if not claimed will be

64、returned to the finder for removal from Hotel or if not wanted passed to a recognized charity or destroyed 若逾期仍無人認(rèn)領(lǐng)將交給發(fā)現(xiàn)人帶出酒店或移交給經(jīng)過驗(yàn)證的慈善機(jī)構(gòu)或銷毀 FOUND ITEM S 拾到物品 The item is conveyed to Office Clerk in Housekeeping office 物品將被轉(zhuǎn)交給客房部辦公室人員 The item and details surrounding its discovery are logged

65、 into the Log Book 物品及與其發(fā)現(xiàn)相關(guān)的細(xì)節(jié)將被登記在登記本中 Finders Name and Department 發(fā)現(xiàn)人姓名及部門 Item s description 物品描述 Where Found 拾到地點(diǎn) 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

66、 the item s in a suitable secure location 由指定的客房部員工將物品裝入塑料袋并貼上標(biāo)簽保存在一個(gè)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 高價(jià)值物品如信用卡照相機(jī)珠寶首飾或現(xiàn)金等應(yīng)被存放在指定的保險(xiǎn)箱中鑰匙由前廳部經(jīng)理保管行政管家或指定代理人可視情況從前廳部獲取鑰匙 5 Every time the Safety Deposit Box is opened