楼层服务员工作内容

楼层服务员工作内容 楼层服务员 直接上级:楼层领班 岗位 职责 岗位职责下载项目部各岗位职责下载项目部各岗位职责下载建筑公司岗位职责下载社工督导职责.docx : 1(对楼层领班负责，掌握楼层的住客状况，为住客提供迅速、礼貌、周到、 规范 编程规范下载gsp规范下载钢格栅规范下载警徽规范下载建设厅规范下载 的服务。 2(保证客房和楼层公共区域的整洁、宁静、安全和设备完好。 3(管理好楼层定额物品，严格控制客用消耗品，以防流失。 工作内容:(7:00---15:00，14:30---22:30) 早班7:00---15:00 1(7:00 到客房中心报到，寄存自己的更衣柜钥匙，领取工作钥匙，自查个人的 仪表仪容，领取所负责楼层的客房状况表和楼层交接本。了解当日离店、 入住情况。签名领取楼层卡。 2(7:15---l0:30在楼层 1)切断走廊的电源。 2)清点各楼层固定物品。 3)完成公共区域卫生(走廊壁画、烟筒、员工通道门、电梯门等) 4)根据房态表上的客房状况核查空房，并恢复夜床。 5)做好日常退房工作。 6)利用空隙时间做空房卫生。 7)为所有的住客房填补饮料和矿泉水的工作、同时开饮料帐单。有矿泉 水的楼层记录消耗量。 8)按“贵宾房”、“请即打扫”、“走客房”、“住客房”的顺序协调清扫员 打扫房间。打扫房间应尽量避免打扰客人，最好在客人不在房内时 进行。(贵宾房应做到出去一次更换一次房间) 9)了解本楼层有无病客、特殊客人和使用电器的客人。如有，及时向领 班报告 10)将长包房的情况及特殊情况记录在工作表上反馈客房中心，对于借 用客房物品的客人在退房时要及时收回，并做好借用物品转移交接 工作。 11)房间内如有需洗涤的客衣按收衣程序送洗。 12)提前做好VIP预订出租房间的准备工作，开空调、光线暗时，应按 开灯程序开灯，并督促应有鲜花、水果、礼卡的房间物品及时到 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 位。贵宾房要准备茶叶，并提前半小时放入房内。接到贵宾房客 人进店 通知 关于发布提成方案的通知关于xx通知关于成立公司筹建组的通知关于红头文件的使用公开通知关于计发全勤奖的通知 时，应在客梯间迎接。 3(10:30—11:00 与领班交替用餐。 4(11:00---15:00 继续在耧层 1)清洁工作区域卫生，达到客用走道清洁、烟灰桶内无烟头、杂物，长 明灯亮，地毯、墙纸无斑迹。 2)及时完成领班指出的返工任务。 3)整理送洗棉织品;清点交接送洗棉织品，将送洗清单一联及时报中心， 二联留楼层。 4)清洁整理工作间，将所有用品归类摆放整齐。 5)与中班交班，并在交接本上记录交接内容。 A(固定物品和借用物品。 B(客人特殊要求。 C(预计进店房的准备情况。 (未修好的维修项目。 D E(楼层钥匙与楼层卡。 5(14:45—15:00早班领班开班会 6(15:00---下班: 1)将不属于楼层上的物品交至客房中心。 2)将当班的客人遗留物品连同遗留物品单一并交给中心联络员。 3)领取更衣柜钥匙。 其他无时间 规定 关于下班后关闭电源的规定党章中关于入党时间的规定公务员考核规定下载规定办法文件下载宁波关于闷顶的规定 任务: 1(认真做好每个电话的记录工作。 2(任何时候发现有客人用完的餐具、餐车，应立即送到工作区域。并通知 客房中心，由客房中心通知餐饮部收回，用便条写上房号放在餐具上。 3(及时对客服务，为行李员、维修工人开门。住客房修理一定要跟踪结束， 检查房内状况后方可关门离开房间，并及时向领班反馈。未接到通知， 不得为其他任何人开门。对待大修的房间及清洗地毯的房间要通知客房 中心封号。 4(做好客人结帐离店的检查工作(小酒吧内饮料消耗情况，客人遗留的物品、 房内物品缺损借物等情况)。 5(每隔1小时巡逻一次楼层:安全、设备、及卫生状况。 1)安全:有可疑人或事，立即报告客房中心。 2)设备:走道长明灯、顶灯、壁灯或其他项目需报维修。 necting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation ande constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r--less than 1.5mm. Mode with the side rail. Grid slot bi ion isess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortth is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is lp lengmpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lavature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curto-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the2 第2页共12页 3)卫生:巡视楼层时带上抹布，以便及时清除走道地毯、墙纸斑迹等公共区域卫生。(走廊地毯、门梯、烟尘等) 6(随时注意请勿打扰的房间状况，以便及时整理。 中班14:30—22:30 1(14:30前到客房中心报到。将自己的更衣柜钥匙寄存在客房中心， 白查个人的仪表仪容。 2( 14:35—16:30 1)上楼层与早班服务员交班。 A(固定物品和借用物品。 B(客人特殊要求。 C(预计进店房的准备情况。 D(未修好的维修项目。 E(楼层钥匙及卡。 2)走廊地毯吸尘及公共区域卫生。 3)清点收回整理昨日送洗的棉织品。 做预计进店房的准备工作。 4) 5)及时为客人提供服务。 3(16:30---17:30 用餐，相近楼层互代，做好匙卡的交接工作，并及时通知客房中心。 4(17:30—18:00 1)当日住店客人情况核对，领取早餐券，并了解当日预计进店客人 情况。 2)做好夜床的准备工作。 5(18:OO---22:00 1)做夜床(根据季节变化适时调整做夜床时间，团队夜床提前做好)。 A(做夜床时要注意:客人在房内的，19:00后方可敲门询问客 人是否可做夜床。 B(随时注意请勿打扰的房间状况，19:OO后每一小时巡逻一次 并记录时间，以便及时整理。21:00仍打请勿打扰的就不要 打扰客人。 C(随时做好散客的夜床工作。 2)盘点每楼层的棉织品，并做好记录。 3)完成主管布置的特殊任务。 6(22:00---22:30 开班会及做结束工作: 1)清理工作走道及整理工作间。 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 2)走廊灯切换。 交班:在交班本上记录交接内容 A(固定物品。 B(借用物品。 C(客人特殊要求。 D(特殊事项。 最后一次巡视楼层，轻推每一间客房门，保证房门均是关紧的。 7(22:30---下班: 1)将不属于楼层上的物品交至客房中心。 2)将当班的客人遗留物品连同遗留品单一并交给中心联络员。 3)到中心上交对客服务记录及呼叫器。 服务 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 : 楼层房卡领用和保管的工作程序 工作项目 工作标准 工作程序 存放 整齐，准确 ---将楼层卡和应急卡等按楼层整理存放好 签名领取 不可代领、代签 ---每次领取房卡或楼层卡，在房卡管理本上签名，表示已 亲自领取 保管 由服务员专人使---将楼层房卡随身携带，不得乱放，不得将房卡转借他人 用保管，不得使用。 随便为他人为---只能为维修工(住客房)、行李员、房内用膳人员开门，开 开启客房房门 门时，服务员守候在一旁至他人离开。 ---为持有效日期房卡的客人开门。 ---如果房卡丢失，应马上报告上级。 归还 主管清点完毕后---每次归还房卡或楼层卡，在房卡管理本上签名，表示已 将房卡柜锁上 亲自归还 做空房卫生的工作程序 工作项目 工作标准 工作程序 抹房间家具无遗漏 ---按清扫房间抹浮灰程序操作。从大门开始按照顺时针或浮灰 逆时针方向逐一抹浮灰。 检查灯具 无遗漏 ---打开所有的灯，发现坏的，较暗的灯泡应换掉。 抽水 清洁、无斑迹 ---抽水桶内，如果有水锈，需用马桶刷刷净，并多次抽水 抹卫生间浮到位 ---抹台面、马桶表面及水箱、浴缸表面、淋浴房门及把手。 灰 ---抹卫生间地面。 服务员班前准备的工作程序 p lengnecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation ande constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r-less than 1.5mm. Mode with the side rail. Grid slot bimpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, la ion isess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortth is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is lvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral cur-to-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the4 第4页共12页 工作项目 工作标准 工作程序 检查并开查房报告 字迹端正，准确 ---与电脑表核对状况后，检查核对空 房状况，同时再次检查上班前走 客房的遗留物品及待修房的状 况。 抹客用区踢脚板 无遗漏 ---用干净的抹布沿着客用区域内外 圈擦净 抹艺术品框玻璃及客梯间镜无灰尘、水迹 ---用半湿的抹布擦艺术品框及顶。用面 擦镜布将艺术品柜玻璃面及四周 镜面擦干净 抹电梯门、框、上下按键及无灰尘、水迹 ---用半湿的抹布去电梯门、框、上下房号指示牌 按键及长包房指示牌上的灰尘 抹角房大门、框及顶部 无灰尘 ---用抹布将角房大门、顶、框，把手 灰尘抹净 整理工作间内物品 归类摆放整齐 ---将工作间内的所有物品整理、归 类，摆放整齐 阅读晚班交班内容 认真、仔细 ---完成晚班交班的事项，并在旁边注 明结果。 开酒水账单的工作程序 工作项目 工作标准 工作程序 检查 无遗漏 ---看迷你吧内的酒类及房内其它食品有无消 费 开账单 准确、无遗漏 ---将房号、客人姓名、日期、时间(上午、下 午)、检查人姓名、消费酒水及食品的品 种及数量、小计依次填写在客房迷你吧结 算单上，并在工作本上作好记录 ---将所开账单的第四联放在客人房间的台面 上(右下角)。其余三联作为入账和存档， 由领班收取。 客用品领用、存放的工作程序 工作项目 工作标准 工作程序 填写物品申领单 符合定量 ---根据出租率及日或月消耗量填写申领表 ---领班审核并在申领表上签名 发放 数量准确 ---仓库人员根据申领表分发客用品及清洁用 品至各楼层 检查 仔细 ---检查每日物品的消耗量并记录，为下一次 申领做准备 整理工作车的工作程序 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 工作项目 工作标准 工作程序 清洁 干净、无斑迹 ---用湿抹布将全车内外擦净 ---再用干抹布将车表面擦亮 ---检查车辆有无破损 挂棉织品袋及垃圾袋 牢固 ---将各袋口上的孔挂在车旁的吊钩上 放织品 整齐 ---从织品房将织品取出 ---整齐摆放在工作车上 放房间用品 整齐 ---将各类物品分类放在工作车表面格档 中 放清洁桶 整洁 ---将清洁剂、马桶刷、浴缸刷、抹布、手 套放在清洁桶内 ---将清洁桶放在工作车指定位置 报交遗留物品的工作程序 工作项目 工作标准 工作程序 报告 及时、准确 ---及时打电话通知中心联络员，讲清房号、物 品名称、数量 ---贵重物品:若联系后找不到失主，要立即呼 叫大堂经理处 ---零星客人:与总台联系 ---团队客人:与团队联络 ---中心联络员立即与总台或团队联系，以便及 时将遗留物品交还给客人 登记 准确 ---楼层服务员在遗留物品单上(一物一单)注明 房号、拾物日期，拾交人姓名、物品品名、 牌子、尺码、数量、颜色、质地 ---中心分类登记:贵重物品、食品、公共区域 物品一般物品。 上交 无遗漏，无差错 ---下班时，楼层服务员将遗留物品随同遗留物 品单一并交中心由中心联络员负责登记 ---中心联络员根据所交物品与遗留物品本核 对，一般物品整理好后与遗留物品单一道装 入遗留物品袋，并将每个班次的遗留物品打 包，注明日期，交客房中心专人存放。 保管 保持室内整洁 ---由专人将遗留物品进行保管，按日期顺序摆 放。 ---湿的棉织品烘干后打包。 ---如果遇到客人查询遗留物品或说明隔日来取 的，均放入待取柜中:放入待取柜中时，应 在待取柜的本子上登记。 处理 保管期限: ---若客人查询遗留物品需问清情况，在确认客 p lengnecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation ande constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r-less than 1.5mm. Mode with the side rail. Grid slot bimpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, la ion isess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortth is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is lvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral cur-to-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the6 第6页共12页 贵重物品:一年。 人所失物品无误时，请客人在遗留物品本上 一般物品:三个月。登记。 食品:三天 ---写清认领人姓名，证件号码。 ---根据饭店规定的遗失物品保存期执行。 ---逾期无人认领，交安全部处理。 客人离店结账的工作程序 工作项目 工作标准 工作程序 接受信息 及时 ---当接到客房中心通知结账房号时，立即检查。 ---如遇请勿打扰或双锁的房间应立即电话通知 前台，请示客人是否可以进房查饮料。 ---团队的饮料必须在团队离店时间的前半小时 检查，并开好账单，呼叫领班送至前台。 检查迷你吧 操作轻。迅速、准确 ---检查迷你吧酒水及食品有无消费，检查完毕， 将冰箱门、柜门关好(注意饮料和小酒瓶的拉 环和保险环有无打开) 通知收银台 无论有无消费，均应---拨电话“收款台”，报房号，将所消费的饮料 立刻通知收款台 品名、数量通报收款，并询问对方姓名。 ---留意此房客人是否已离店，有无遗留物品。 记录 准确无误 ---将所消费饮料数目、品种登记在工作本上， 并注上收款人姓名 查走客房(遗留物品)的工作程序 工作项目 工作标准 工作程序 壁橱内 仔细、认真 ---首先看壁橱内有无客人挂放的衣物，再看壁 橱架顶上有无物品、鞋篓内有无异物 组合柜后 仔细、无遗 ---检查行李柜后、电视机柜后、桌面 抽屉内 仔细、无遗 ---二抽柜每个抽屉拉出，有无遗漏在柜子底板 上 迷你吧 仔细、无遗 ---打开迷你吧门看门侧、柜架上 房间垃圾桶内 仔细 ---塑料袋与垃圾桶之间有无误入的贵重物品 沙发四周 仔细、无遗 ---用手摸一下沙发四周缝隙，有无遗漏物品， 包括沙发垫下 床 仔细、无遗 ---检查床上、枕头下、枕头处床垫下、床底(特 别是床头、床头柜处地毯上) 卫生间台面、毛巾架上 仔细、无遗 ---查看卫生间台面、用品盒内、小烟缸内有无 小件物品，毛巾架、浴巾架有无客人毛巾或 衣物 卫生间垃圾桶内 仔细 ---塑料袋与垃圾桶之间有无误入的贵重物品。 沙发四周 仔细 ---检查客人用过的浴衣口袋内有无客人遗留衣 物品 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 巡视楼层的工作程序 工作项目 工作标准 工作程序 时间 准时、细心 ---各个班次按照规定时间巡视 巡视项目 细心、无遗漏 ---巡视有无可疑人员在公共区域走动，如有可疑人 或事立即报告客房中心、保安部。 ---所管区域门锁有无锁好。 ---有无异味(火灾等隐患) 。 ---公共区域卫生干净，整洁。 ---公共区域设备完好无损(走道长明灯、顶灯的灯泡 自己更换;壁灯或其他项目报急修) 。 记录 时间准确 ---将巡视时问，报修项目或反映情况如实登记在工 作本上，并记录联系方号码。 客房二次打扫的工作程序 工作项目 工作标准 工作程序 查补饮料 准确、无胖听、过期 ---看迷你吧内饮料和食品有无消费。 ---开账单，并将所开账单的第四联放在台面上右 下角。 ---在工作本上记录所消费的饮料。 ---补充相应的饮料并在工作本上做好记录。 整理床铺 整洁 ---将客人动过的床整理干净(客人放在床面上的 物品不要移动) 。 ---被头平整、挺括、美观。枕头不外露，枕线清 晰、平挺、无断折、床尾两角垂直、挺括、不 压地，离地不超过1厘米 。 清理房间垃圾 操作轻 ---清理烟缸内烟头并洗净(烟缸内放有客人的发 票等物不要动) ---更换垃圾桶上垃圾袋 整理家具、物品 定位标准 ---将散乱移位的家具、物品整理归位 检查地毯清洁 地毯无斑迹、纸屑 ---消除地毯上的垃圾，必要时可吸尘 清理棉织品 无脏、湿棉织品 ---将客人使用过的棉织品整理好，放回原处，注 意客人的织品不能混入 清理卫生间 操作轻 ---清理烟缸(烟缸内放有客人的发票等物不要 动)，以及台面上的消耗品外壳 ---更换垃圾桶上的垃圾袋 清洁卫生间 无斑迹、水迹、头发 ---清洁卫生间马桶、台面 ---擦净镜面、地面 环顾四周 无遗漏项目 ---站在门口环顾卫生间，看有无被遗漏的项目 做夜床的工作程序 less than 1.5mm. Mode with the side rail. Grid slot binecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and e constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r-ion isess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortth is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is lp lengmpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lavature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral cur-to-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the8 第8页共12页 工作项目 工作标准 工作程序 检查灯具 无遗漏 ---打开所有灯，发现较暗的或坏的灯泡应换掉 ---检查庆头灯是否可调节亮度 查补饮料 准确，无差错 ---看迷你吧内饮料及食品有无消费 ---开账单，并将所开账单的第四联放在台面上右下 角 ---在工作本上记录所消费的饮料 ---补充相应的饮料 折被角 操作轻 ---发现有污迹或头发的床单、枕套应及时处理 ---将被头掀起一角，顶边90度角塞入床垫，床单 平整、挺括、美观，塞边紧挺，四角饱满，枕芯 不外露。 大床:(夫妇用)床角开双角成90度。 (单人用)开床头柜上有电话的一侧。 普通床:床角开二个枕头宽度，开角在两床 之间。 ---检杏床单、枕套无斑迹、头发。 放夜床物品，开电定位准确，无遗漏 ---检查电视机所有频道及有无杂音、雪花;将遥控视机信号灯 器放在床头柜上小便签上方，音量适中 ---根据住客人数将所需放的物品按顺序放在所开 床一侧的床头柜上:早餐卡放在所开床角上 拉厚窗帘、放拖鞋 操作轻 ---将窗帘拉上，窗帘自然垂直、平整、无漏光缝隙 ---将拖鞋竖放在床前，头朝外 清理房间垃圾 操作轻 ---清理烟缸内烟头并洗净(烟缸内放有客人的发票 等物不要动) ---更换垃圾桶上的垃圾袋 整理家具 定位准确操作轻 ---将散乱、移位的家具、物品整理归位(家具、物品 按空房标准定位) 检查地毯清洁 无斑迹、纸屑 ---地毯脏的要吸尘 清理脏棉织品 无脏、湿棉织品 ---将客人使用过的棉织品整理，注意客人的织品不 能混入 清理卫生间垃圾 操作轻 ---清理烟缸(烟缸内放有客人的发票等物品不要 动)，以及台面上的消耗品外壳 ---更换垃圾桶上的垃圾袋 清洁卫生间 无斑迹，水迹、头---清洁卫生间马桶、台面 发 ---擦净镜面、地面 拉浴帘、放地巾 定位准确 ---拉浴帘(拉至三分之二处) ---将地巾铺在浴缸旁的地上 ---关卫生间门、灯 环顾四周 无遗漏项目 ---环顾、退出，关客房门 楼层收尾的工作程序 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 工作项目 工作标准 工作程序 清洁立式烟缸 干净 ---将烟灰桶内的杂物，砂子表面的烟头倒净 ---烟缸盖上的痰迹擦净，表面外壳擦干净 清理客梯间烟缸无烟头、烟灰、杂物 ---将脏砂予用勺子勺出，补充新的砂子 内的砂子 拖安全通道楼梯地面无积水 ---先将楼梯地面清扫干净 地面 ---将楼梯地面拖干净 ---将楼梯扶手上灰尘抹净 整理工作间内物归类摆放整齐 ---将工作间内的所有物品整理、归类，摆放品 整齐 拖走道地面、消地面干净、无积水、无花---先将地面清扫干净 毒间地面 痕 ---用拖把将走道地面、工作间地面拖干净 ---拖把洗净后拧干朝一个方向拖 ---将拖把洗净、拧干、挂在指定位置 拔插头、关门 无遗漏 ---拔下插头 ---关工作间门 开房门的工作程序 工作项目 工作标椎 工作程序 看门把手 挂“请勿打扰”牌的房间，不---检查房门上有无“请勿打扰”牌 得敲门 敲门 敲门力度适中，报身份、规范、---用手轻轻地敲门三下，根据客人的语言报 清晰，声音愉快，面带微笑。身份“客房服务员”或英文“housekeeping” 站立姿势端正。退半步，站在---再按一下门铃，同时重复报身份 适当的位置，以便客人确认 后退半步，以便客人从窥镜中看清来访者 的身份 ---在门外等候约10秒钟，倾听房内动静，并 从窥镜中查看有无灯光。在确认房内无动 静后再重复以上的敲门动作 开锁进房 ---开锁进房 加床的工作程序 工作项目 工作标准 工作程序 准备加床所织品干净，无斑---将加床所需物品、垫子、被头、枕头、床单、枕套放在需物品 迹，物品摆放整加床一侧 齐 ---将房间需补充一人的物品放在加床另一侧 敲门 规范 ---按敲门操作程序 ---“先生,小姐，早上好，请问现在是否可以加床?” 进房加床 操作轻 ---将加床上物品补充到房间和卫生间 ---将加床所用被头、枕头、床单、枕套放在靠近的床上(不 ion isnecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation ande constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r-less than 1.5mm. Mode with the side rail. Grid slot biess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distort th is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is lp lengmpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lavature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral cur-to-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the10 第10页共12页 要放在客人物品) ---将沙发移至边上 ---铺加床(按铺床程序操作) 添加杯具 操作轻 ---与客人打招呼，添加杯具 ---“先生,小姐，请稍候，马上为您添加一套杯具” ---将工作间准备好的一套漱口杯等送入房间，同时增加一 套消耗品和棉织品 告别 亲切，微笑 ---朝着客人，面带微笑，声音大小、速度要适中地说:“先 生,小姐，您的加床己加好，还有什么事情要我做?如有 需要，请与客房中心联系。” ---道再见，慢慢向后退出，距门约两步时转身 重点宾客进房的工作程序 工作项目 工作标准 工作程序 准备毛巾茶水 提前半小时 ---毛巾夹、托干净、无手印 ---准备水杯、茶叶和开水 ---将毛巾用烫水浸泡后拧干至八成，消毒 ---将杯子及杯垫放在茶盘中放入工作间台面上 ---毛巾夹、毛巾托备好放在工作间台面上 客梯间迎接 姿势端正 ---工作间张贴客人姓名(以便帮助记忆)，临时进 店的姓名由中心的服务员填写在工作单上 ---熟记客人姓名，站立在客梯间等候 迎接客人至客房声音适中，面带微笑 ---“××先生,小姐，早上,下午,晚上好，欢门口 迎光临。” ---指引客人进入客房，并为其开门，钥匙插入节 能孔内。取回预先放入的钥匙牌 ---“××先生，这是您的房间钥匙，现已插在节 能孔内。”并适时介绍房间设施 上茶水、毛巾 操作轻 ---在杯中放入七成开水，茶盘托好送入房间 ---茶盘内应放在毛巾、毛巾夹、茶水 ---上茶水、毛巾程序 进店后多次整理房间卫生、设备完好、---当客人离开房间时，立即按二次进房程序整理房间 无遗漏 房间 处理意外损坏宾客物品的工作程序 工作项目 工作标准 工作程序 报告 及时 ---如在工作中将宾客物品损坏，应立即报告领班 ---领班及时将事故的经过，详细报告主管 ---主管接到报告后，应立即向经理汇报，并与客人取得联 系 ---未经主管允许，不得给宾客留言 than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the other end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two points. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of the work is less than +2~-1mm, scope of work at a 4-to-2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral curvature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is completed, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lap length is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is less than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortion is less than 1.5mm. Mode with the side rail. Grid slot bi-directional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting rod. After you check the accessories complete the fastening, hanging out the bottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing installation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf side connecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation and 楼层服务员 损坏物处理 保留 ---将损坏的残物，经整理后放置在明显的位置并摆放整齐， 不可擅自丢弃 解决问题 妥善合理 ---尽快指定专人上街购买相同物品 ---与宾客取得联系，向客人道歉，解释事故的经过，并征 询宾客意见 ---处理事故 ---房内增加一瓶花，一张经理名片，以表歉意 翻转床垫的工作程序 工作项目 工作标准 工作程序 检查标号 号迹清晰，无涂改，位置准确 ---核实床垫上的标号，按每季度编号、床 头正、反面为l、2，床尾正，反面为3、 4 ---床垫标号分别贴于床垫的两面前端 ---正面为1、2，反面为3、4 ---分别贴于床头、床尾 翻床垫 每季度第---个早期完成 ---第一季度以标号l在床尾，2在床头 ---第二季度将床头向床尾转180度，以标 号2在床尾，1在床头 ---第三季度将床垫旋转180度，床头向床 尾翻180度，以标号3在床尾，4在床 头 ---第四季度将床头向床尾转180度，以标 号4在床尾，3在床头 报维修项目的工作程序 工作项目 工作标准 工作程序 检查 细心、无遗漏 ---在清扫房间时，检查房间和卫生间所有设备和家 具是否需要修理 记录 ---将需要维修的项目，在工作单维修项目栏注明急 修、普修，并注明时间 报告 准确、及时 ---急修项目，随即打电话通知客房中心，由中心通 知工程部值班室，讲清房号、需修理的设备及部 位 ---普修项目报告领班 ---如果是大项目维修(如马桶堵塞)，应及时通知中 心联络员，将此房做成待修房，并通知工程部 ---急修维修好后需及时反馈、恢复 ess than ? 3mm; work surface flatness of less than 2mm; combination of surface dislocation is less than 0.5mm surface distortnecting plates welded, water seal installation ? clean, and wipe off. 8.2.3.1 hinge installation ande constallation ? orbit stitching, alignment ? arm splicing, installation connected with the headstock ? ? ? welding door leaf sidbottom opening and closing test in still water as a whole. 8.2.3 tainter and hinge installation Setup: Pivot fixed bearing in od. After you check the accessories complete the fastening, hanging out thedirectional gate leaf on a car lift and lower grille blade adjustment is completed with pin connection, then try connecting r-less than 1.5mm. Mode with the side rail. Grid slot bith is not less than 100mm. Door installation: the lintel the installation focuses on family Center sill plane distance h is l ion isp lengmpleted, in order to prevent tank deformation or displacement, welded tank side of the door, then welded reinforcing side, lavature RADIUS is less than ? 5mm sealing plate surface distortion is less than 1mm. Reinforcement process of adjustment is co2; wrong tooth less than 1mm at the joint work surface flatness 2mm lateral cur-to-1mm, scope of work at a 4-work is less than +2~ ts. During the installation process, use tensioner to adjust the side rail. Side rail hole top center within the scope of theoinother end; wrong tooth at the joint is less than 1mm. Side rail mounting: side rail installation take each side rail on two p than ? 5mm; elevation deviation was less than ? 5mm work surface height difference is not more than 3mm on the one end to the12 第12页共12页