实用手册_豪生酒店管家部标准运作程序手册.doc

STANDARD OPERATING PROCEDURES POLICY NO. SUBJECT 项目 HSKP – 001 Standard Of Cleanliness 清洁标准 HSKP –002 Lost and Found 失物招领 HSKP –003 Entering Guest Rooms 进入客房 HSKP – 004 Floor Attendant Services 客房服务 HSKP – 005 Shoe Shine Service 擦鞋服务 HSKP – 006 Guest Request Items 客人需求项目 HSKP – 007 Babysitting 托婴服务 HSKP – 008 Guest Belongings 客人财产 HSKP – 009 Room Wait Requests 等候要求 HSKP – 010 Shift Briefing 班会 HSKP – 011 Work Orders 客房维护 HSKP – 012 Allowing Access To Guest Rooms 允许进入客人房间 HSKP – 013 Gratuities / Tips 赠物、小费 HSKP – 014 Attending To Guests In Public Restrooms 做好客用休息区卫生 HSKP – 015 Chain Of Command 行政管理 HSKP – 016 Holding Open And Securing Guest Room Door 客房安全 HSKP – 017 Reasonable Job Requests 合理的工作分配 HSKP – 018 Key Control Procedure 钥匙控制程序 HSKP – 019 Leaving Work Area Without Authorization 未经批准擅离工作区域 HSKP – 020 Telephone Skill 电话技巧 HSKP – 021 Cleaning The Public Telephone 公用电话清洁 HSKP – 022 Cleaning Furniture 家具清洁 HSKP – 023 Cleaning The Guest Corridors 楼层过道清洁 HSKP – 024 Providing Turndown Service 夜床服务 HSKP – 025 Cleaning Service Areas And Emergency Stairway 服务区和应急区的清洁 HSKP – 026 Sweep Log 清洁记录 HSKP – 027 Handling Guest Laundry 处理宾客洗衣 HSKP – 028 Uniform Room Procedures 制服程序 HSKP – 029 Handling Guestroom Trash 客房垃圾处理 HSKP – 030 Empty the Wastebasket 清除垃圾 HSKP – 031 Vacuuming of Public Areas 公共区域吸尘 HSKP – 032 AM/PM Discrepant Rooms Report 早中班房态差异报告 HSKP – 033 Definition of a Guest 宾客诠释 HSKP – 034 Handle Guest Complaints 处理客人投诉 HSKP – 035 Job Safety 岗位安全 HSKP – 036 Personal Safety 个人安全 HSKP – 037 Priority Cleaning 优先清洁 HSKP – 038 Do Not Disturb 请勿打扰 HSKP – 039 Guest Room Security 房间安全 HSKP – 040 Room Service Trays Removal 送餐餐盘撤出 STANDARD OPERATING PROCEDURE POLICY NO. SUBJECT 项目 HSKP – 041 Housekeeping Department Hygiene and Grooming Standard 房间清洁和卫生标准 HSKP – 042 Guest Room Cleaning 房间清洁 HSKP – 043 Make A bed 做床 HSKP – 044 Bathroom Cleaning 卫生间清洁 HSKP – 045 Proper Behaviour for Housekeeping Staffs 客房员