酒店客房部SOP

STANDARD OPERATING PROCEDURES
标
准
工
作
程
序
HOUSEKEEPING
DEPARTMENT
客
房
部
GENERAL 总述
Task No: Description
1.Grooming and Appearance
仪表仪容
2.Check Uniform and How to Grooming Standards
制服检查及仪表仪容标准
3.Body language and attitude
肢体语言及态度
4.How to Conduct Briefing
怎样主持例会
municate with Housekeeping Department
与客房部沟通
6.How to Greet the Guest
怎样问候客人
7.Dect phone Control
小灵通电话管理
8.Occupational Health and Safety
职业健康卫生及安全
HOUSEKEEPING OFFICE&GUEST FLOOR 客房办公室及客房服务9 Lost and Found Procedure
失物招领程序
10. Monthly Linen Inventory
月度布草盘点
11. Master Key Sign Out Procedure
万能钥匙签领程序
12. Sign in Procedure
签到程序
13. Sign out Procedure
签退程序
14. Guest Room Amenities & Supplies Set-up
客用品配放
15. “Do Not Distribute” Procedure for Rooms
房间“请勿打扰”程序
16. Clean Room Procedure
清洁房间程序
17. How to Clean Electric Kettle
怎样清洁电水壶.
18. How to Clean the Glasses
怎样清洁玻璃杯
19. How to Clean Ice Bucket
怎样清洁冰桶
20. How to Change Pillow Case
怎样更换枕套
21. How to remove laundry wooden boxes / hangers
撤出送衣篮及衣架
22. Reporting to the Guest Floor
到楼层报到
23. How to make up bed
怎样做床
24. How to Clean the Bath Room Floor
怎样清洁浴室地板
25. How to Clean the Mini Bar
怎样清洁小酒吧
26. How to Dust the Furniture
怎样给家具擦尘
27. How to clean the mirror
怎样清洁镜子
28. How to Clean the Bath Tub
怎样清洁浴缸
29. How to Clean Shower Room
怎样清洁淋浴间
30. How to Clean the Bath Room Wall
怎样清洁浴室墙面
31. How to clean the vanity top and hand basin
怎样清洁面台和面盆
32. How to Clean / Polish the Bathroom Fittings
怎样清洁和抛光浴室电镀配件
33. How to Clean the Toilet Bowl
怎样清洁马桶
34. How to Vacuum the Carpet
怎样给地毯吸尘
35. How to Clean the Telephone Set
怎样清洁电话机
36. How to Handle Wake up Call
怎样处理叫醒服务
37. Guest Shoe Shine Service
擦鞋服务
38. Safe Deposit Box needs to be opened in Checked out guest room
当客人离店后要检查保险箱必须打开
39. How to Handle the Left Guest Room vine card
怎样处理无用的客房钥匙卡
40. Extra Bed and Baby Cot Procedure
加床和婴儿床处理程序
41. Guest Laundry Pick up During Room Check
查房同时收取客衣
42. Guest Laundry Pick up Requirement via Receiving Call
客人电话要求收取洗衣
43. Fold Towel
毛巾的折叠
44. How to Remove Room Service Basket
怎样撤出送餐的餐具
45. How to Clean Guest Floor Corridor
怎样清洁走廊
46. How to Assist Guest with Luggage/Parcel
怎样协助运送客人行李
47. Mini-bar consumption check
小酒吧消耗检查
48. Mini-bar daily replenishment
每日补充小酒吧
49. How to Handle “Open Door” Request
怎样处理开房门的请求
50. Breakage, Loss and Damage Procedure
遗失损坏处理程序
51. How to Check Guest Floor Corridor
如何检查走廊
52. How to Inspect Bathroom
如何检查卫生间
53. Care and Handling of Guest’s Belongings
小心照看客人财产
54. Returning Keys and Worksheet
交还钥匙和工作表
55. Check into Housekeeping Office
在客房部办公室报到
56. Vacuum carpet after washed
洗过地毯后的吸尘
57. How to Escort Guest to Elevator
怎样护送客人至电梯
58. Cleaning chemical using in Housekeeping
客房部常用的清洁剂
59. How to polish wooden surface
如何给木制表面抛光
60. How to use and clean a vacuum cleaner
如何使用和清理吸尘器
61. Guest Laundry Emergency
紧急洗衣
62. Super clean program
超级清洁程序
63. One Entry Room System
一次进入房间
64. Zero Room Defects
零缺陷的房间
65. Turn down Service
PUBLIC AREA 公共区域
66．Push brush sweeping
扫地
67．Dust mopping
推尘
68Wet mopping
湿拖
69Wall washing by hand
手工洗墙壁
70How to Clean the A/C Grill
怎样清洁空调口
71How to shampoo carpet --- extraction
抽洗地毯
72How to Clean Upholstery Fabric
怎样清洁沙发及软包墙面
73How to Clean Wall-paper
怎样清洁墙纸
74Cleaning of Office
清洁办公室
75Cloak Room Procedure
衣帽间的程序
76Staircase cleaning
清洁楼梯
77How to clean windows
怎样清洁窗户
78Stone floor scrubbing
擦洗石制地面
79Locker room cleaning
更衣室的清洁
80How to polish wooden surface
如何给木制表面抛光
81How to use and clean a vacuum cleaner
如何使用和清理吸尘器
82Dry foam shampoo on carpet
干洗地毯
83Cleaning of outlets
各餐饮场所的清洁
84Inspection of back of house
后区的检查
85Cleaning of lobby
大堂的清洁
86PA. Store room
PA的仓库
87Cleaning supplies and equipment return
返还清洁用品及设备
88How to clean urinal bowel
怎样清洁小便池
89How to polish brass
怎样给铜器抛光
90How to clean skid proof and dustproof pad
如何清洁防滑垫及防尘垫
91How to crystallization for marble floor
怎样给大理石地面做晶面处理
92How to maintain and clean leather surface
如何保养和清洁皮革表面
93How to clean telephone
怎样清洁电话
94Cleaning of pantry/store room
清洁工作间和储藏室
95Washroom Care
公共卫生间的清洁
96Check into public area service associates
PA员工报道的检查
97Prepare daily work allocation
准备日常工作分配
98Lobby inspection
大堂的检查
99Inspection of lifts
检查电梯
100Inspection of restroom
检查洗手间
101Inspection of outlets
检查各餐饮场所
102Inspection of back stairs
检查后楼梯
103Inspection of pantry/store room
UNIFORM DEPARTMENT 制服室
104Guest Laundry Check
检查客衣
106. How to handle discrepancy
如何处理差异
107. Damage Laundry Confirmation
确认破损
108. Guest Laundry Deposit Service
客衣存放服务
109. How to handle guest laundry express and pressing service.
如何处理加快服务及熨烫服务
110. Guest laundry delivering
返还客衣
111. D.N.D Room Guest Laundry Service
D.N.D房间客人洗衣服务
112. Guest complaining handling
处理客人投诉
Housekeeping – Policies & Procedures Manual
Subject:
GROOMING AND APPEARANCE 主题：仪表仪容Ref:
参考号：RMS- HSKP-SOP-001
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Maintain a clean, tidy and fresh appearance during your work.
在你的工作中保持干净，整齐，清新的外貌
PROCEDURES 流程
-Keep clean and be optimistic during work time.
在工作时间保持干净及乐观的态度
-Make self-check and grooming check at any time.
随时进行仪表仪容的自我检查
-Wear tidy uniform with all buttons buttoned up. Pay attention not to roll up cuffs or sleeves. 穿系好纽扣的整齐的制服，不能挽起衣袖
-Change the uniform in time if it is stained, crumpled, dirty or smelly.
及时更换有污渍，褶皱，脏的，有异味的制服
-Wear your name tag correctly with your uniform, the name tag is part of your uniform.
将名牌别在制服正确的位置，名牌也是制服的一部分
-Pay attention that uniform has no damages.
留意制服不要有破损
-Wear shoes and socks as issued:
穿规定的鞋袜
-Black shoes and black socks for male.
男士穿黑鞋黑袜
-Black shoes and neutral color stockings for female.
女士穿黑鞋肉色长袜
-Check your shoes: shoes should be clean, polish and in good condition.
检查你的鞋：是否干净，光亮，并处于完好状态
-Check your socks and stockings: they should be clean, odor free and no holes.
检查你的袜子：是否干净，无异味和破洞
-Check your uniform: it should be clean, well pressed and have no tears or damage,
No missing buttons.
检查你的制服：是否干净，熨烫整齐，无破损或纽扣丢失
Subject: CHECK UNIFORM AND HOW TO GROOMING STANDARDS
GROOMINGANDAPPEARANCE 主题：制服检查及仪表仪容标准Ref:
参考号：RMS- HSKP-SOP-002
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Ensure that our staff always maintains a good appearance during work Make sure standards are followed at all times.
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
-Supervisor have to check their associate’s u niform and grooming in the briefing and conduct spot checks any time during the day during work
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
-The uniform pressed without stains, tears and odor
制服熨烫整齐，无污渍，破损，异味
-Button up all buttons
系上所有纽扣
-Don’t roll up sleeves, to change if the uniform does not fit
不要卷起袖口，如果不合适就去更换
-Wear name tag correctly.
正确的佩戴名牌
-Black shoes and socks for male black shoes and body color socks for female. Ensure that shoes and socks are without tears or damage To check grooming and appearances.
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
-Hair to be combed and brushed For male, the hair should not cover eye brow and the back should not touch collar or be over the ears.
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
-Make sure arrival at Office is 15mins in advance.
提前15分钟到办公室
-For female, long hair should be coiled up at the back wit hairnet, short hair should not cover the shoulders, and all hair pins are to be black in color.
女士长发要用发网盘起，短发不过肩，发卡只限于黑色
-Nails should be closely trimmed, nail polish is allowed but in natural color only
指甲油只限于透明色，并保持光亮和平整
-Large or hanging earrings are not allowed, bracelet chain is also not allowed.
夸张和悬挂式的耳环是不允许的，手镯也是不被允许的
-No rings except engagement or marriage ring
不可戴戒指，订婚或结婚戒指除外
-Remind associates to check for bad breath.
保持口腔无异味
-Supervisor will also be responsible to spot check PA Cleaner’s uniform, appearance and to correct it at any time during working time
主管要在工作时间随时抽查PA员工的制服，仪表
-Pay particular attention to check if their uniform is worn correctly, such as if any buttons
is opened, if the sleeves are rolled up etc
检查制服时要注意细节，例如纽扣没系好，袖子卷起来等
-Keep reminding PA Cleaners to pay attention to their appearances.
提醒PA员工注意他们的外表-
Subject:
BODY LANGUAGE AND ATTITUDE 主题：肢体语言及态度Ref:
参考号：RMS- HSKP-SOP-003
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Good and polite manner shows respect to our guests.
良好及礼貌的举止显示我们对客人的尊重
PROCEDURES 流程
- -Maintain good manners at any place and at any time when at work, pay attention to your cleanliness. Wear your name tag at all times.
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
-Do not put your hand into your Pockets.
手不要插在兜里
-Do not lean against the wall at any time.
任何时间不要倚靠着墙站着
-Do not smoke, pick teeth, spit or clean your nails in public.
在公共场所不许抽烟，剔牙，吐谈或剪指甲
-Walk quickly but not run.
走路要快，但不要跑
-When walking shoulder to shoulder with guests, let guest go first.
当与客人并排时，请客人先走
-When talking with guest, be polite and smile.
当与客人谈话时要有礼貌并保持微笑
-Maintain a respectful distance with guest when speaking.
与客人谈话要保持一定的距离
-Stand straight, never cross your arms.
要站直，双臂不能交叉在胸前
-Maintain eye contact with guest.
保持与客人的眼神接触
-Listen earnestly to guest and do not disturb when guest is talking.
当客人说话时要认真听，不要随便打断。

-Do not bring bad mood to work. Politely provide your best service.
不要带着情绪工作，要优雅的提供你最好的服务
客房部- 制度和流程指南
Subject: HOW TO CONDUCT BRIEFING 主题：怎样主持例会Ref:
参考号：RMS- HSKP-SOP-004
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: Hotel Manager 批准：酒店经理Date:
日期：2007-08-28
OBJECTIVE 目的
Check and ensure that all required work can be covered in order to meet all standards and ensure guest delight To create a good work
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
-Check your associates according to Sign-in sheet and schedule.
检查你的员工是否按时签到
-Greet your associates by saying “NinHao”
问候你的员工“您好”
-Check each of your associates appearance and grooming .
检查你每个员工的仪表仪容
-Check name tags and correct any standards that are not met.
检查名牌是否符合标准
-Take all the necessary reports and log books to conduct the morning briefing.
主持例会，报告必要的事项及交接本所记录事宜
-Meet associates all together in housekeeping office.
在客房部办公室跟员工一起会面
-Ensure that everyone has a pen to take notes.
确保每个人用笔记录下相关事宜
-Discuss special tasks for the day.
讨论当天特别工作安排
-Discuss guest and VIP arrivals and special remarks.
讨论预抵的客人及VIP，和特别的注释
-Discuss any group arrivals.
交待所有预抵的团队事宜
-Di scuss any guest’s special requests and projects.
交待任何客人特别的要求和计划
-Review guest comments.
回顾客人意见
-Discuss any problems that arose.
讨论任何可引发的问题
-Review any follow-up that needs to be done
回顾任何需要跟办的事项
-Inform associates of any special events, banquet events, and general hotel events.
告知员工所有事件，宴会，及常规的酒店活动
-Before ending the briefing check whether associates has any questions and that they know what to do.
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
-Check your associates for clear understanding of assignments.
检查你的员工是否完全明白他们的工作分配
-Ask if any thing is unclear.
如果有任何不清楚就问
-Get feedback or suggestion from your associates.
你的员工要有反馈或建议
-Report any major concerns to the AM.
汇报主要的顾虑给副经理
-Always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training.
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
Subject:
COMMUNICATE WITH HOUSEKEEPING DEPARTMENT
主题：与客房部沟通Ref:
参考号：RMS- HSKP-SOP-005
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Ensure communication with guest and colleague so as to show our sincerity and respect to him/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
-Housekeeping Office takes important role in communicating with guests or among departments. If it does not work well, it will affect service quality, work efficiency and hotel reputation.
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。

-When the telephone rings, you should stop all work to answer the telephone (within 3 rings).
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
-When answering the telephone, speak politely: NinHao,This is xxx from Housekeeping, may I help you. ”
当接起电话时要说：您好，客房部，我是×××，有什么可以帮您？
-Always remember to communicate with other Departments via Housekeeping Office and also to report any special activities.
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
Subject: HOW TO GREET THE GUEST 主题：怎样问候客人Ref:
参考号：RMS- HSKP-SOP-006
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
Show your great respect and courtesy for the guest.
对客人显示你的礼貌和尊重
PROCEDURES 流程
See <Grooming and personal hygiene>.
参照个人仪表仪容标准
-Do not fold arms; put hands in pocket when working. Stand straight and do not slouch. 不要卷起袖子，或手插兜。

站直不要懒懒散散的
-Greet the guests with smile and in a clear voice & say
“NINHAO”
微笑着问候客人，用清晰的声音说“您好”
-Stop walking or working.
停止走路或工作
-Smile.
微笑
-Make eye contact with the guest.
跟客人有眼神的接触
-Stand straight.
站直
-Let guest go first.
让客人先走
-To greet the guest by saying
“NINHAO”
Use guest’s name if you know.
问候客人要说“您好”尽量称呼客人姓名
Subject: DECT PHONE CONTROL 主题：客房小灵通电话的管理Ref:
参考号：RMS- HSKP-SOP-007
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
Ensure dect phones for associates have enough functions to provide efficient service.
确保员工的电话功能良好，可以提供有效的服务
PROCEDURES 流程
-All housekeeping’s dect phone is kept in the phone cabinet in the Housekeeping office.
The issue and return of dect phone is overseen by the HSKP Office coordinator. A daily inventory is required.
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
-Dect phone are issued by the HSKP. Office coordinator from the housekeeping office when the Associates sign-in.
当服务员签字后，文员才能从办公室发放
-Dect phone issue record is kept together with the attendant sign-in/out sheet.
所有小灵通电话发放记录都必须在员工签到本上
-Check the dect phone for any damages or malfunction.
检查小灵通电话的任何损坏或故障
-Clip on waist belt after receiving the dect phone
收到电话后要别在腰带上
-Don’t turn off the dect phone till you are off duty and return it to HSKP Office.
当你上班时或还回办公室之前，不许关掉小灵通电话
-Do not put inside uniform pocket.
不要将小灵通电话放在制服口袋里
-Return call immediately when your dect phone is beeping
当你的小灵通电话响时，要立即回电话
-If the paging is by code message, return call to HSKP office after completing the task. To inform the Office that the task has been done.
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
-Do not turn off the dect phone while on duty. Even during duty meal, return call immediately when being paged.
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-Any code messages you cannot do for any reasons, you should return a call to HSKP. Office immediately to inform and ask for help.
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
-All dect phones are returned to HSKP office when off duty.
下班时还回所有小灵通电话
-Office coordinator should take An inventory of all dect phones at every shift end and hand over to the next shift Office coordinator.
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
-Make sure no dect phones is returned with damages.
确定没有还回的小灵通电话是损坏的
-All defects on dect phones should be reported to the Office coordinator
所有小灵通电话的缺陷故障要汇报给文员
-If a dect phone is not working, the Office coordinator should contact the telephone Dept Manager.
如果小灵通电话不能工作，文员要联系总机主管
-Any dect phones that are sent out for repair should be noted.
所有送去维修的电话必须记录
-The regular holding place of the dect phone should have a note advising the date and condition of the missing dect phone.
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
Subject: Occupational Health and Safety 主题：职业健康卫生及安全Ref:
参考号：RMS- HSKP-SOP-008
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Take care your health and safety first
健康安全第一
PROCEDURES 流程
-Read and understand the instruction of all kinds chemical
阅读和理解所有类型的药剂
-Be sure you understand and how to use product
确保你明白和如何使用
-Always try little area to see the effect
永远先试一点的区域看看效果
-Incase drop into you eyes, have to wash immediately or see doctor
万一不慎入眼，立即清水冲洗并看医生
-Do not bare hand to use strong chemical. e.g. “Rust Go” ( a kind of strong chemical to remove the yellow mark)..
不要裸手使用比较厉害的药剂，如“Rust Go”（一种强去渍剂，去除黄斑的）
Subject:
LOST AND FOUND PROCEDURE 主题：失物招领程序Ref:
参考号：RMS- HSKP-SOP-009
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
To unify the administration of
Lost and Found to ensure the safety of gue st’s belonging is to show respect to guest
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
Any Lost and Found item is to turned into the Housekeeping office immediately.
任何失物必须及时交道客房部办公室
-Housekeeping Office is responsible for the administration of all Lost and Found
客房部办公室负责管理所有失物招领事宜
-Anything in a C/O room should be treated as L&F item Call Housekeeping Office immediately when any item is found. The guest may call to inquire at all times.
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-Housekeeping Department clerk should record it on the L&F record sheet.
文员必须如实记录在相关单据上
-Hand it over while you go for lunch. Never put any found item at the pantry.
当你吃饭时遗留物品要做交接，千万不要随便放在工作间
-When turning in the Lost and Found, please note the accurate place or room number where item is found. Pls. sign on the L&F sheet for acknowledgement, handover the item to Office.
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’t leave any Lost and found item on the floor pantry or in other locations. All items must be turned in to the Housekeeping Office at your lunch time or whenever you go down to Office.
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。

-If you have any questions about Lost and Found, you should contact your Supervisor right away. 如果你对失物招领有任何疑问，你可以马上联系你的主管
-In order to handle inquires and ease of locations, the Administrative Associate of Housekeeping Department is responsible for the Lost and Found logbook, the logbook includes the date, the place, guest’s name, the article’s name and the finder for all items.
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
-All details must be recorded down right away after she/he receives call from Guest Assistant Manager of reporting
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
-Register all the information in the Lost and Found form and attached it to the bag. Pay attention to attach it securely to avoid losing it.
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。

-Also enter all information in the computer system to assist with guest inquiries.
同样也要把所有讯息录入电脑系统，以便协助客人查寻
-To ensure the safety of the guest belongings, valuable articles such as cash, wallets, cameras, etc. should be stored in the safe in Duty Manager of Front Desk.
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
-Ensure the cleanliness of guest’s clothes and give the clothes which are washable to the Laundry Department.
确保客人衣物的清洁，可以将它们交洗衣房洗涤
-Office Administrative
办公室行政管理
Associate of every shift should submit the Lost and Found in the store room within that day. Lost and Found items should not be left unattended in the Housekeeping Office, but should be placed in the Lost and Found store room.
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-Pay attention to place items based on the order of the date.
注意排放物品要按照日期
-When guests claim the lost Items, the Administrative Associate should inquire about he time, the place, and the characteristics of the lost item.
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
-The identity card or passport should be presented by the guest while the claiming
process is on At the end, the guest should be politely requested to sign for receipt of the Lost and Found item. See Lost & Found claim form.
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。

-If guests stay in the hotel, you can inform the Front Office Administrative Associate to send the Lost and Found to the guests’ room, and the standard procedure is required.
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
-If someone else claims the Lost and Found for the guest, than a letter / fax or written request from the owner is required, including a copy of the guest’s identity card and passport.
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
-If the guest calls to send the Lost and Found, you should inquire the correct address and phone number of the guest and inform the Assistant Executive Housekeeper.
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
-To ensure the safety of guest belongings, Assistant Executive Housekeeper are directly responsible for all valuable Lost and Found items.
为确保客人财产安全，服务总监直接负责所有贵重物品
-Open food / drink/alcohol items are to be disposed.
处理开封的食品，酒水类物品
-Distribute all the unclaimed articles to the finder after three months.
无人认领的物品在3个月后发还拾到者
Distribute all the food a ood / drink/alcohol items to the finder after three days.
未开封的食品类物品无人认领在3天后发还拾道者
-Administrative Associate of Housekeeping Department should keep the record on file.
客房部相关人员要保持记录
-All associates will take gate pass with the Lost and Found item when removing it from the hotel. 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
-Congener hotel product will not be treated as L & F item.
跟酒店相同的物品不能被当作失物招领处理
客房部- 制度和流程指南
Subject:
MONTHL Y LINEN INVENTORY 主题：月度布草盘点Ref:
参考号：RMS- HSKP-SOP-010
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
To have accurate inventory figure so as to ensure adequate par of linen is provided for the Hotel operation. This will support the front line associates to provide efficient service to delight customers.
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
-To issue memo to all relevant Departments 1 week prior to the inventory date.
Include the specific time and venue for each concerned section and ways of preparation.
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。

-Room inventory should be checked monthly and F&B inventory should be checked every season. 客房布草盘点每月一次，餐饮布草盘点每季一次
-No dirty ones against clean ones exchange program will be conducted during the inventory period.
盘点期间不要进行布草换领工作
-Linen room associates will visit each outlet during the respective outlet inventory taking period, each outlet is required to separate various type linen (dirty and clean ) aside and calculate the figure when the linen associates visits. During inventory taking, the Assistant Manager or Supervisor of each outlet must be on site during the whole process.
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
-Associate is required to fill up with the inventory form against the physical linen figure and type in every guest room according to the items on the form.
员工要根据每間客房布草的种类，数量真实的填写盘点表
-At the end of the duty, associate is required to count the actual figure of each kind of guest room linen inside the pantry.
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
-The Supervisor will collect all the responsible floors’ inventory form and submit to linen room in charge before off duty.
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
-During the inventory taking period, no linen should be Changed.
在布草盘点期间，不要发放更换任何布草
-Uniform Room must finish all the linen counting in the department while F&B or guest room linen inventory is being taken.
制服房必须在盘点餐饮或客房布草后完成所有布草的计算工作
-A separate report recorded the figure of F&B linen & guest room linen inventory taking should be compiled within 3 days after the activity.
当盘点完成后3天内要将各项数据汇编完成
-Cc copies to Finance and concerned department head
附件抄送财务部及相关部门
Subject:
MASTER KEY SIGN OUT PROCEDURE Ref:
参考号：RMS- HSKP-SOP-011
主题：万能钥匙签领程序
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28
OBJECTIVE 目的
Ensure the safety of the keys and guest’s belongings to show our care and respect.
确保钥匙和客人财产安全，显示我们的关注和重视
PROCEDURES 流程
-Supervisor and Attendant take the floor master key when signing at work, Office coordinator is responsible for distribution.
主管和服务员在开始上班时领取钥匙，文员负责钥匙的发放
-Key must be handed out after signature has been verified by Office coordinator.
文员必须核实完相关人员签字后，才能发放其钥匙
-Office coordinator only handles one associate at one time.
文员只能给员工一个一个的发放钥匙
-Mark correct record in the logbook including the floor no. date and signature. No one else can take the master key except after having signed out.
在登记本上正确记录，包括楼层，日期时间，签字，不签字不能拿走钥匙
-Place the key in the pocket of the trousers at work & hook up with the trousers / skirt.
钥匙链必须用挂勾勾在裤子或裙子上，然后将钥匙放在兜内
-Pay attention that there is no magnetic or hard items in the pocket.
注意兜内不要有带磁或坚硬的物品
-Key is not bent or broken , if not inform Clerk or Supervisor .
钥匙有断裂的现象要通知文员或主管
-Key must not be lent to anyone of other departments after taking.
领取钥匙后不得转借给部门人员
-Clerk must check the distribution according to the record after completing the distribution.
文员必须依照钥匙发放记录来检查钥匙的分配
-Pay attention to keys’ correct distribution.
注意钥匙被正确的分发
-Lock the key box in case of loss.
为防止丢失，钥匙柜必须锁上
Subject:
SIGN IN PROCEDURE 主题：签到程序Ref:
参考号：RMS- HSKP-SOP-012
Prepare by:Director of Rooms Division 起草：房务总监Date:
日期：2007-08-28
Approved by: General Manager 批准：总经理Date:
日期：2007-08-28。