凯文国际商务酒店客房部标准工作程序sop(中英文)修改版2

1酒店客房部标准工作程序GENERAL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.OccupationalHealthandSafety职业健康卫生及安全HOUSEKEEPINGOFFICE&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&SuppliesSet-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220.HowtoChangePillowCase怎样更换枕套21.Howtoremovelaundrywoodenboxes/hangers撤出送衣篮及衣架22.ReportingtotheGuestFloor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30.HowtoCleantheBathRoomWall怎样清洁浴室墙面31.Howtocleanthevanitytopandhandbasin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.SafeDepositBoxneedstobeopenedinCheckedoutguestroom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342.GuestLaundryPickupRequirementviaReceivingCall客人电话要求收取洗衣43.FoldTowel毛巾的折叠44.HowtoRemoveRoomServiceBasket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.HowtoCheckGuestFloorCorridor如何检查走廊52.HowtoInspectBathroom如何检查卫生间53.CareandHandlingofGuest’sBelongings小心照看客人财产54.ReturningKeysandWorksheet交还钥匙和工作表55.CheckintoHousekeepingOffice在客房部办公室报到56.Vacuumcarpetafterwashed洗过地毯后的吸尘57.HowtoEscortGuesttoElevator怎样护送客人至电梯58.CleaningchemicalusinginHousekeeping客房部常用的清洁剂59.Howtopolishwoodensurface如何给木制表面抛光60.Howtouseandcleanavacuumcleaner如何使用和清理吸尘器61.GuestLaundryEmergency紧急洗衣62.Supercleanprogram超级清洁程序63.OneEntryRoomSystem一次进入房间464.ZeroRoomDefects零缺陷的房间65.TurndownService开床服务PUBLICAREA公共区域66．Pushbrushsweeping扫地67．Dustmopping推尘68Wetmopping湿拖69Wallwashingbyhand手工洗墙壁70HowtoCleantheA/CGrill怎样清洁空调口71Howtoshampoocarpet---extraction抽洗地毯72HowtoCleanUpholsteryFabric怎样清洁沙发及软包墙面73HowtoCleanWall-paper怎样清洁墙纸74CleaningofOffice清洁办公室75CloakRoomProcedure衣帽间的程序76Staircasecleaning清洁楼梯77Howtocleanwindows怎样清洁窗户78Stonefloorscrubbing擦洗石制地面79Lockerroomcleaning更衣室的清洁80Howtopolishwoodensurface如何给木制表面抛光81Howtouseandcleanavacuumcleaner如何使用和清理吸尘器82Dryfoamshampoooncarpet干洗地毯83Cleaningofoutlets各餐饮场所的清洁84Inspectionofbackofhouse5后区的检查85Cleaningoflobby大堂的清洁86PA.StoreroomPA的仓库87Cleaningsuppliesandequipmentreturn返还清洁用品及设备88Howtocleanurinalbowel怎样清洁小便池89Howtopolishbrass怎样给铜器抛光90Howtocleanskidproofanddustproofpad如何清洁防滑垫及防尘垫91Howtocrystallizationformarblefloor怎样给大理石地面做晶面处理92Howtomaintainandcleanleathersurface如何保养和清洁皮革表面93Howtocleantelephone怎样清洁电话94Cleaningofpantry/storeroom清洁工作间和储藏室95WashroomCare公共卫生间的清洁96CheckintopublicareaserviceassociatesPA员工报道的检查97Preparedailyworkallocation准备日常工作分配98Lobbyinspection大堂的检查99Inspectionoflifts检查电梯100Inspectionofrestroom检查洗手间101Inspectionofoutlets检查各餐饮场所102Inspectionofbackstairs检查后楼梯103Inspectionofpantry/storeroom检查工作间及储藏室6Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:GROOMINGANDAPPEARANCE主题：仪表仪容Ref:参考号：RMS-HSKP-SOP-001OBJECTIVE目的Maintainaclean,tidyandfreshappearanceduringyourwork.在你的工作中保持干净，整齐，清新的外貌PROCEDURES流程-Keepcleanandbeoptimisticduringworktime.在工作时间保持干净及乐观的态度-Makeself-checkandgroomingcheckatanytime.随时进行仪表仪容的自我检查-Weartidyuniformwithallbuttonsbuttonedup.Payattentionnottorollupcuffsorsleeves.穿系好纽扣的整齐的制服，不能挽起衣袖-Changetheuniformintimeifitisstained,crumpled,dirtyorsmelly.及时更换有污渍，褶皱，脏的，有异味的制服-Wearyournametagcorrectlywithyouruniform,thenametagispartofyouruniform.将名牌别在制服正确的位置，名牌也是制服的一部分-Payattentionthatuniformhasnodamages.留意制服不要有破损-Wearshoesandsocksasissued:穿规定的鞋袜-Blackshoesandblacksocksformale.男士穿黑鞋黑袜-Blackshoesandneutralcolorstockingsforfemale.女士穿黑鞋肉色长袜-Checkyourshoes:shoesshouldbeclean,polishandingoodcondition.检查你的鞋：是否干净，光亮，并处于完好状态-Checkyoursocksandstockings:theyshouldbeclean,odorfreeandnoholes.检查你的袜子：是否干净，无异味和破洞-Checkyouruniform:itshouldbeclean,wellpressedandhavenotearsordamage,Nomissingbuttons.检查你的制服：是否干净，熨烫整齐，无破损或纽扣丢失7Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:CHECKUNIFORMANDHOWTOGROOMINGSTANDARDSGROOMINGANDAPPEARANCE主题：制服检查及仪表仪容标准Ref:参考号：RMS-HSKP-SOP-002OBJECTIVE目的EnsurethatourstaffalwaysmaintainsagoodappearanceduringworkMakesurestandardsarefollowedatalltimes.确保我们的员工在任何工作时间内保持良好的仪表仪容PROCEDURES流程-Supervisorhavetochecktheirassociate’suniformandgroominginthebriefingandconductspotchecksanytimeduringthedayduringwork主管在例会时需检查他们员工的制服和仪表仪容，并在工作时间随时抽查Standards标准