酒店客房部SOP

STANDARDOPERATINGPROCEDURES 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 工作程序HOUSEKEEPINGDEPARTMENT客房部GENERAL总述TaskNo:Description1.GroomingandAppearance仪 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 仪容1.CheckUniformandHowtoGroomingStandards制服检查及仪表仪容标准1.Bodylanguageandattitude肢体语言及态度1.HowtoConductBriefing怎样主持例会1.CommunicatewithHousekeepingDepartment与客房部沟通1.HowtoGreettheGuest怎样问候客人1.DectphoneControl小灵通电话管理1.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20.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42.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64.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84Inspectionofbackofhouse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UNIFORMDEPARTMENT制服室104GuestLaundryCheck检查客衣106.Howtohandlediscrepancy如何处理差异107.DamageLaundryConfirmation确认破损108.GuestLaundryDepositService客衣存放服务109.Howtohandleguestlaundryexpressandpressingservice.如何处理加快服务及熨烫服务110.Guestlaundrydelivering返还客衣111.D.N.DRoomGuestLaundryServiceD.N.D房间客人洗衣服务112.Guestcomplaininghandling处理客人投诉Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:GROOMINGANDAPPEARANCE主 题 快递公司问题件快递公司问题件货款处理关于圆的周长面积重点题型关于解方程组的题及答案关于南海问题 ：仪表仪容Ref:参考号：RMS-HSKP-SOP-001Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE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Housekeeping–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-002Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE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-Theuniformpressedwithoutstains,tearsandodor制服熨烫整齐，无污渍，破损，异味-Buttonupallbuttons系上所有纽扣-Don’trollupsleeves,tochangeiftheuniformdoesnotfit不要卷起袖口，如果不合适就去更换-Wearnametagcorrectly.正确的佩戴名牌-Blackshoesandsocksformaleblackshoesandbodycolorsocksforfemale.EnsurethatshoesandsocksarewithouttearsordamageTocheckgroomingandappearances.男士穿着黑色鞋袜，女士穿着黑色鞋子，肉色丝袜。并检查确保无破损-HairtobecombedandbrushedFormale,thehairshouldnotcovereyebrowandthebackshouldnottouchcollarorbeovertheears.男士头发须梳理整齐，前不得过眉，后不得过衣领，鬓角不得盖过耳朵-MakesurearrivalatOfficeis15minsinadvance.提前15分钟到办公室-Forfemale,longhairshouldbecoiledupatthebackwithairnet,shorthairshouldnotcovertheshoulders,andallhairpinsaretobeblackincolor.女士长发要用发网盘起，短发不过肩，发卡只限于黑色-Nailsshouldbecloselytrimmed,nailpolishisallowedbutinnaturalcoloronly指甲油只限于透明色，并保持光亮和平整-Largeorhangingearringsarenotallowed,braceletchainisalsonotallowed.夸张和悬挂式的耳环是不允许的，手镯也是不被允许的-Noringsexceptengagementormarriagering不可戴戒指，订婚或结婚戒指除外-Remindassociatestocheckforbadbreath.保持口腔无异味-SupervisorwillalsoberesponsibletospotcheckPACleaner’suniform,appearanceandtocorrectitatanytimeduringworkingtime主管要在工作时间随时抽查PA员工的制服，仪表-Payparticularattentiontocheckiftheiruniformisworncorrectly,suchasifanybuttonsisopened,ifthesleevesarerolledupetc检查制服时要注意细节，例如纽扣没系好，袖子卷起来等-KeepremindingPACleanerstopayattentiontotheirappearances.提醒PA员工注意他们的外表-Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:BODYLANGUAGEANDATTITUDE主题：肢体语言及态度Ref:参考号：RMS-HSKP-SOP-003Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的Goodandpolitemannershowsrespecttoourguests.良好及礼貌的举止显示我们对客人的尊重PROCEDURES流程--Maintaingoodmannersatanyplaceandatanytimewhenatwork,payattentiontoyourcleanliness.Wearyournametagatalltimes.工作期间在任何时间，地点保持良好的礼貌，注意个人清洁，佩戴名牌-DonotputyourhandintoyourPockets.手不要插在兜里-Donotleanagainstthewallatanytime.任何时间不要倚靠着墙站着-Donotsmoke,pickteeth,spitorcleanyournailsinpublic.在公共场所不许抽烟，剔牙，吐谈或剪指甲-Walkquicklybutnotrun.走路要快，但不要跑-Whenwalkingshouldertoshoulderwithguests,letguestgofirst.当与客人并排时，请客人先走-Whentalkingwithguest,bepoliteandsmile.当与客人谈话时要有礼貌并保持微笑-Maintainarespectfuldistancewithguestwhenspeaking.与客人谈话要保持一定的距离-Standstraight,nevercrossyourarms.要站直，双臂不能交叉在胸前-Maintaineyecontactwithguest.保持与客人的眼神接触-Listenearnestlytoguestanddonotdisturbwhenguestistalking.当客人说话时要认真听，不要随便打断。-Donotbringbadmoodtowork.Politelyprovideyourbestservice.不要带着情绪工作，要优雅的提供你最好的服务Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOCONDUCTBRIEFING主题：怎样主持例会Ref:参考号：RMS-HSKP-SOP-004Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:HotelManager批准：酒店经理Date:日期：2007-08-28OBJECTIVE目的CheckandensurethatallrequiredworkcanbecoveredinordertomeetallstandardsandensureguestdelightTocreateagoodwork检查并确保所有必需的工作符合标准，确保创造一个良好的工作环境PROCEDURES流程-CheckyourassociatesaccordingtoSign-insheetandschedule.检查你的员工是否按时签到-Greetyourassociatesbysaying“NinHao”问候你的员工“您好”-Checkeachofyourassociatesappearanceandgrooming.检查你每个员工的仪表仪容-Checknametagsandcorrectanystandardsthatarenotmet.检查名牌是否符合标准-Takeallthenecessaryreportsandlogbookstoconductthemorningbriefing.主持例会，报告必要的事项及交接本所 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事宜-Meetassociatesalltogetherinhousekeepingoffice.在客房部办公室跟员工一起会面-Ensurethateveryonehasapentotakenotes.确保每个人用笔记录下相关事宜-Discussspecialtasksfortheday.讨论当天特别工作安排-DiscussguestandVIParrivalsandspecialremarks.讨论预抵的客人及VIP，和特别的注释-Discussanygrouparrivals.交待所有预抵的团队事宜-Discussanyguest’sspecialrequestsandprojects.交待任何客人特别的要求和计划-Reviewguestcomments.回顾客人意见-Discussanyproblemsthatarose.讨论任何可引发的问题-Reviewanyfollow-upthatneedstobedone回顾任何需要跟办的事项-Informassociatesofanyspecialevents,banquetevents,andgeneralhotelevents.告知员工所有事件，宴会，及常规的酒店活动-Beforeendingthebriefingcheckwhetherassociateshasanyquestionsandthattheyknowwhattodo.在例会完毕之前，要问员工是否有问题，及他们是否知道该怎么做-Checkyourassociatesforclearunderstandingofassignments.检查你的员工是否完全明白他们的工作分配-Askifanythingisunclear.如果有任何不清楚就问-Getfeedbackorsuggestionfromyourassociates.你的员工要有反馈或建议-ReportanymajorconcernstotheAM.汇报主要的顾虑给副经理-Alwayspickupsomeareasforimprovementsforassociatesduringtheirdailyworkandcorrectthemina15minutesshorttraining.为改进工作，经常在员工的日常工作区域进行15分钟以内的简短 培训 焊锡培训资料ppt免费下载焊接培训教程 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Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:COMMUNICATEWITHHOUSEKEEPINGDEPARTMENT主题：与客房部沟通Ref:参考号：RMS-HSKP-SOP-005Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的Ensurecommunicationwithguestandcolleaguesoastoshowoursincerityandrespecttohim/her.确保讯息传达给客人和同事，并表示出我们的真挚和尊敬PROCEDURES流程-HousekeepingOfficetakesimportantroleincommunicatingwithguestsoramongdepartments.Ifitdoesnotworkwell,itwillaffectservicequality,workefficiencyandhotelreputation.客房部办公室在与客人及部门的沟通中扮演极为重要的角色。如果不能运作良好的话，将会直接影响服务质量，工作效率及酒店声誉。-Whenthetelephonerings,youshouldstopallworktoanswerthetelephone(within3rings).当电话铃响起时，你要停止手边一切工作，在3声之内接起它-Whenansweringthetelephone,speakpolitely:NinHao,ThisisxxxfromHousekeeping,mayIhelpyou.”当接起电话时要说：您好，客房部，我是×××，有什么可以帮您？-AlwaysremembertocommunicatewithotherDepartmentsviaHousekeepingOfficeandalsotoreportanyspecialactivities.永远记住通过客房中心与其他部门联系及报告任何特殊活动Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:HOWTOGREETTHEGUEST主题：怎样问候客人Ref:参考号：RMS-HSKP-SOP-006Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的Showyourgreatrespectandcourtesyfortheguest.对客人显示你的礼貌和尊重PROCEDURES流程See.参照个人仪表仪容标准-Donotfoldarms;puthandsinpocketwhenworking.Standstraightanddonotslouch.不要卷起袖子，或手插兜。站直不要懒懒散散的-Greettheguestswithsmileandinaclearvoice&say“NINHAO”微笑着问候客人，用清晰的声音说“您好”-Stopwalkingorworking.停止走路或工作-Smile.微笑-Makeeyecontactwiththeguest.跟客人有眼神的接触-Standstraight.站直-Letguestgofirst.让客人先走-Togreettheguestbysaying“NINHAO”Useguest’snameifyouknow.问候客人要说“您好”尽量称呼客人姓名Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:DECTPHONECONTROL主题：客房小灵通电话的管理Ref:参考号：RMS-HSKP-SOP-007Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的Ensuredectphonesforassociateshaveenoughfunctionstoprovideefficientservice.确保员工的电话功能良好，可以提供有效的服务PROCEDURES流程-Allhousekeeping’sdectphoneiskeptinthephonecabinetintheHousekeepingoffice.TheissueandreturnofdectphoneisoverseenbytheHSKPOfficecoordinator.Adailyinventoryisrequired.所有客房部小灵通电话必须保管在办公室电话柜里，有文员负责发放和回收，并每天必需盘点-DectphoneareissuedbytheHSKP.OfficecoordinatorfromthehousekeepingofficewhentheAssociatessign-in.当服务员签字后，文员才能从办公室发放-Dectphoneissuerecordiskepttogetherwiththeattendantsign-in/outsheet.所有小灵通电话发放记录都必须在员工签到本上-Checkthedectphoneforanydamagesormalfunction.检查小灵通电话的任何损坏或故障-Cliponwaistbeltafterreceivingthedectphone收到电话后要别在腰带上-Don’tturnoffthedectphonetillyouareoffdutyandreturnittoHSKPOffice.当你上班时或还回办公室之前，不许关掉小灵通电话-Donotputinsideuniformpocket.不要将小灵通电话放在制服口袋里-Returncallimmediatelywhenyourdectphoneisbeeping当你的小灵通电话响时，要立即回电话-Ifthepagingisbycodemessage,returncalltoHSKPofficeaftercompletingthetask.ToinformtheOfficethatthetaskhasbeendone.如果是密码短信，当完成这个任务后，要回复办公室，这个工作已完成-Donotturnoffthedectphonewhileonduty.Evenduringdutymeal,returncallimmediatelywhenbeingpaged.上班时间不要关掉小灵通电话，甚至在吃工作餐期间也一样，如果电话响了，立即回电话-Anycodemessagesyoucannotdoforanyreasons,youshouldreturnacalltoHSKP.Officeimmediatelytoinformandaskforhelp.任何原因导致你不能去做的密码短信，你可回电给办公室通知她或寻求帮助-AlldectphonesarereturnedtoHSKPofficewhenoffduty.下班时还回所有小灵通电话-OfficecoordinatorshouldtakeAninventoryofalldectphonesateveryshiftendandhandovertothenextshiftOfficecoordinator.文员必须清点每个班次的小灵通电话，并且要交接给下一个班次的文员-Makesurenodectphonesisreturnedwithdamages.确定没有还回的小灵通电话是损坏的-AlldefectsondectphonesshouldbereportedtotheOfficecoordinator所有小灵通电话的缺陷故障要汇报给文员-Ifadectphoneisnotworking,theOfficecoordinatorshouldcontactthetelephoneDeptManager.如果小灵通电话不能工作，文员要联系总机主管-Anydectphonesthataresentoutforrepairshouldbenoted.所有送去维修的电话必须记录-Theregularholdingplaceofthedectphoneshouldhaveanoteadvisingthedateandconditionofthemissingdectphone.通常在放置小灵通电话的地方，须有记录遗失电话的日期和情况的记录Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:OccupationalHealthandSafety主题：职业健康卫生及安全Ref:参考号：RMS-HSKP-SOP-008Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的Takecareyourhealthandsafetyfirst健康安全第一PROCEDURES流程-Readandunderstandtheinstructionofallkindschemical阅读和理解所有类型的药剂-Besureyouunderstandandhowtouseproduct确保你明白和如何使用-Alwaystrylittleareatoseetheeffect永远先试一点的区域看看效果-Incasedropintoyoueyes,havetowashimmediatelyorseedoctor万一不慎入眼，立即清水冲洗并看医生-Donotbarehandtousestrongchemical.e.g.“RustGo”(akindofstrongchemicaltoremovetheyellowmark)..不要裸手使用比较厉害的药剂，如“RustGo”（一种强去渍剂，去除黄斑的）Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:LOSTANDFOUNDPROCEDURE主题：失物招领程序Ref:参考号：RMS-HSKP-SOP-009Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的TounifytheadministrationofLostandFoundtoensurethesafetyofguest’sbelongingistoshowrespecttoguest统一管理失物招领，确保客人财产安全显示出我们对客人的尊重PROCEDURES流程AnyLostandFounditemistoturnedintotheHousekeepingofficeimmediately.任何失物必须及时交道客房部办公室-HousekeepingOfficeisresponsiblefortheadministrationofallLostandFound客房部办公室负责管理所有失物招领事宜-AnythinginaC/OroomshouldbetreatedasL&FitemCallHousekeepingOfficeimmediatelywhenanyitemisfound.Theguestmaycalltoinquireatalltimes.任何离店房被发现有遗留物品时必须马上给客房部办公室打电话，客人也许会随时来询问-HousekeepingDepartmentclerkshouldrecorditontheL&Frecordsheet.文员必须如实记录在相关单据上-Handitoverwhileyougoforlunch.Neverputanyfounditematthepantry.当你吃饭时遗留物品要做交接，千万不要随便放在工作间-WhenturningintheLostandFound,pleasenotetheaccurateplaceorroomnumberwhereitemisfound.Pls.signontheL&Fsheetforacknowledgement,handovertheitemtoOffice.上缴遗留物品时要写清正确的房号或位置，并签字确认，在交接给办公室-Don’tleaveanyLostandfounditemonthefloorpantryorinotherlocations.AllitemsmustbeturnedintotheHousekeepingOfficeatyourlunchtimeorwheneveryougodowntoOffice.不要有任何遗留在楼层工作间或其他地方，所有失物必须及时上交，你可以在吃饭的时候带到办公室或当你有事去办公室的时候带下来。-IfyouhaveanyquestionsaboutLostandFound,youshouldcontactyourSupervisorrightaway.如果你对失物招领有任何疑问，你可以马上联系你的主管-Inordertohandleinquiresandeaseoflocations,theAdministrativeAssociateofHousekeepingDepartmentisresponsiblefortheLostandFoundlogbook,thelogbookincludesthedate,theplace,guest’sname,thearticle’snameandthefinderforallitems.为了处理询问和方便定位，客房部管理人员有责任制定失物招领登记簿，内容包括：日期，地点，客人姓名，物品名称，和发现人-Alldetailsmustberecordeddownrightawayaftershe/hereceivescallfromGuestAssistantManagerofreporting当他/她收到来自值班经理的电话时要汇报所有的被记录下来的细节-RegisteralltheinformationintheLostandFoundformandattachedittothebag.Payattentiontoattachitsecurelytoavoidlosingit.登记所有的讯息在失物招领单上，并附在装物品的袋子上，要注意的是系牢固不要丢失。-Alsoenterallinformationinthecomputersystemtoassistwithguestinquiries.同样也要把所有讯息录入电脑系统，以便协助客人查寻-Toensurethesafetyoftheguestbelongings,valuablearticlessuchascash,wallets,cameras,etc.shouldbestoredinthesafeinDutyManagerofFrontDesk.确保客人财产安全，贵重物品如现金，钱包，相机等，要存在前台的保险箱内-Ensurethecleanlinessofguest’sclothesandgivetheclotheswhicharewashabletotheLaundryDepartment.确保客人衣物的清洁，可以将它们交洗衣房洗涤-OfficeAdministrative办公室行政管理AssociateofeveryshiftshouldsubmittheLostandFoundinthestoreroomwithinthatday.LostandFounditemsshouldnotbeleftunattendedintheHousekeepingOffice,butshouldbeplacedintheLostandFoundstoreroom.任何班次的员工要在当天交遗留物，遗留物品不许在办公室无人照看，应存入失物招领库房-Payattentiontoplaceitemsbasedontheorderofthedate.注意排放物品要按照日期-WhenguestsclaimthelostItems,theAdministrativeAssociateshouldinquireabouthetime,theplace,andthecharacteristicsofthelostitem.当客人要认领失物时，相关负责人员要查问他时间，地点，及物品特征-TheidentitycardorpassportshouldbepresentedbytheguestwhiletheclaimingprocessisonAttheend,theguestshouldbepolitelyrequestedtosignforreceiptoftheLostandFounditem.SeeLost&Foundclaimform.客人认领物品时要出示身份证或护照，并礼貌的请他签收，见失物招领单。-Ifguestsstayinthehotel,youcaninformtheFrontOfficeAdministrativeAssociatetosendtheLostandFoundtotheguests’room,andthestandardprocedureisrequired.如果客人仍在店，你可通知前厅管理人员将物品送交客人房间，这个标准程序是必须的-IfsomeoneelseclaimstheLostandFoundfortheguest,thanaletter/faxorwrittenrequestfromtheownerisrequired,includingacopyoftheguest’sidentitycardandpassport.当有人要替领时，就要原物主的传真，信，或书面委托书，包括原物主的身份证或护照的复印件-IftheguestcallstosendtheLostandFound,youshouldinquirethecorrectaddressandphonenumberoftheguestandinformtheAssistantExecutiveHousekeeper.如果客人要求寄回失物，告知客人请客人发传真要求酒店寄回物品，自付邮费及邮寄详细地址，联系电话及信用卡号并钳子确认，然后通知助理行政管家-Toensurethesafetyofguestbelongings,AssistantExecutiveHousekeeperaredirectlyresponsibleforallvaluableLostandFounditems.为确保客人财产安全，服务总监直接负责所有贵重物品-Openfood/drink/alcoholitemsaretobedisposed.处理开封的食品，酒水类物品-Distributealltheunclaimedarticlestothefinderafterthreemonths.无人认领的物品在3个月后发还拾到者Distributeallthefoodaood/drink/alcoholitemstothefinderafterthreedays.未开封的食品类物品无人认领在3天后发还拾道者-AdministrativeAssociateofHousekeepingDepartmentshouldkeeptherecordonfile.客房部相关人员要保持记录-AllassociateswilltakegatepasswiththeLostandFounditemwhenremovingitfromthehotel.发还的物品拿出酒店时要有保安部及客房部经理签字的出门条-CongenerhotelproductwillnotbetreatedasL&Fitem.跟酒店相同的物品不能被当作失物招领处理Housekeeping–Policies&ProceduresManual客房部-制度和流程指南Subject:MONTHLYLINENINVENTORY主题：月度布草盘点Ref:参考号：RMS-HSKP-SOP-010Prepareby:DirectorofRoomsDivision起草：房务总监Date:日期：2007-08-28Approvedby:GeneralManager批准：总经理Date:日期：2007-08-28OBJECTIVE目的TohaveaccurateinventoryfiguresoastoensureadequateparoflinenisprovidedfortheHoteloperation.Thiswillsupportthefrontlineassociatestoprovideefficientservicetodelightcustomers.确保盘点的准确性，保证酒店有正常运作的周转量，支持前线员工给客人提供满意的服务PROCEDURES流程-ToissuememotoallrelevantDepartments1weekpriortotheinventorydate.Includethespecifictimeandvenueforeachconcernedsectionandwaysofpreparation.盘点前要提前一周发出备忘录给相关部门，包括时间，地点，相关区域，路线。-RoominventoryshouldbecheckedmonthlyandF&Binventoryshouldbecheckedeveryseason.客房布草盘点每月一次，餐饮布草盘点每季一次-Nodirtyonesagainstcleanonesexchangeprogramwillbeconductedduringtheinventoryperiod.盘点期间不要进行布草换领工作-Linenroomassociateswillvisiteachoutletduringtherespectiveoutletinventorytakingperiod,eachoutletisrequiredtoseparatevarioustypelinen(dirtyandclean)asideandcalculatethefigurewhenthelinenassociatesvisits.Duringinventorytaking,theAssistantManagerorSupervisorofeachoutletmustbeonsiteduringthewholeprocess.布草房员工将分别检查每个餐厅场所，在检查时间内相关餐厅要将不同规格的布草（干净和脏的）分门别类存放整齐，餐厅副理或主管要全程参与-Associateisrequiredtofillupwiththeinventoryformagainstthephysicallinenfigureandtypeineveryguestroomaccordingtotheitemsontheform.员工要根据每間客房布草的种类，数量真实的填写盘点表-Attheendoftheduty,associateisrequiredtocounttheactualfigureofeachkindofguestroomlineninsidethepantry.下班前员工必须点数出工作间存放布草的真实数字和种类-TheSupervisorwillcollectalltheresponsiblefloors’inventoryformandsubmittolinenroominchargebeforeoffduty.主管下班前收集好所有盘点楼层的盘点表递交给布草房核数-Duringtheinventorytakingperiod,nolinenshouldbeChanged.在布草盘点期间，不要发放更换任何布草-UniformRoommustfinishallthelinencountinginthedepartmentwhileF&Borguestroomlineninventoryisbeingtaken.制服房必须在盘点餐饮或客房布草后完成