新修订楼层SOP(2014.10).doc

沈阳皇朝万鑫酒店 沈阳皇朝万豪酒店 标准操作程序 目录（楼层） 管家部员工的行为标准············(RM-FL-001) 管家部员工标准的服饰准则··········(RM-FL-002) 汇报程序··················(RM-FL-003) 管家部员工工作安全、个人安全规范······(RM-FL-004) 请假程序··················(RM-FL-005) 处理客人投诉程序··············(RM-FL-006) 签到、签退程序···············(RM-FL-007) 管家部的清洁标准··············(RM-FL-008) 检查空房的程序···············(RM-FL-009) 客人物品处理程序··············(RM-FL-010) 工程维修汇报程序··············(RM-FL-011) 开门程序··················(RM-FL-012) 安全敞开房门程序··············(RM-FL-013) 钥匙监管程序················(RM-FL-014) 房态的识别程序···············(RM-FL-015) 收洗衣程序·················(RM-FL-016) 清洁公区走廊程序··············(RM-FL-017) 优先清洁房间程序··············(RM-FL-018) 房间送餐托盘的处理程序···········(RM-FL-019) 失物招领程序················(RM-FL-020) 请勿打扰程序················(RM-FL-021) 清洁有客房程序···············(RM-FL-022) 铺床程序··················(RM-FL-023) 目录（楼层） 清洁卫生间程序··············(RM-FL-024) 吸尘程序的注意事项············(RM-FL-025) 拉动工作车的程序·············(RM-FL-026) 敲门程序·················(RM-FL-027) 加床程序·················(RM-FL-028) 做夜床程序················(RM-FL-029) 客房灯具开启标准·············(RM-FL-030) 查房程序·················(RM-FL-031) 工作间、消毒间的摆放程序·········(RM-FL-032) 楼层服务·················(RM-FL-033) 皮鞋打油擦洗服务·············(RM-FL-034) 客人要求项目···············(RM-FL-035) 侯房要求·················(RM-FL-036) 没有允许离开工作区············(RM-FL-037) 电话技巧·················(RM-FL-038) 公用电话的清洁··············(RM-FL-039) 客人的定义················(RM-FL-040) 合理的工作要求··············(RM-FL-041) 清洁服务区和紧急疏散楼道·········(RM-FL-042) 处理客人房间内的垃圾···········(RM-FL-043) 客房安全·················(RM-FL-044) 买房制度·················(RM-FL-045) 鲜花定制安排···············(RM-FL-046) 目录（楼层） 冬季空调节能控温程序···········(RM-FL-047) 冬季保湿程序···············(RM-FL-048) 住客房客用品补充程序···········(RM-FL-049) 房态差异报告程序·············(RM-FL-050) 沈阳皇朝万鑫酒店 沈阳皇朝万豪酒店 标准操作程序 题目：管家部员工的行为标准 SOP 编号 : RM-HSKP-FL-001 发 出 : 行政管家 生效日期 : 二零一四年十月 批 准 : 总经理 页 码 : 第一页（共二页） 颁 布 : 行政委员会/部门A级经理 目的: 确保所有员工举止得体。 程序: 上班后，要有充足的时间换制服，以便准时到管家部报告。 除非有必要情况，否则不要旷工，若不能来，要立即通知管家部办公室。 下班后，应立即离开酒店，不要在酒店内逗留。员工上、下班必须走员工通道，不允许着便装走公共区