酒店晨会标准操作程序

Standard Operating Procedures – Daily Morning Briefing

酒店每日晨会标准操作程序

Subject : Daily Morning Briefing Date Issued : March 19, 2012 主题：酒店每日晨会发布日期 : 20xx年3月19日 Policy No : EO - 01 Issued by : General Manager 制度编号： EO - 01 发布人 : 总经理

Page : 2 pages Approved by : General Manager 页数：共2页批准人 : 总经理

Distribution : All Member Hotels

分发：各成员酒店

通过晨会的沟通，了解酒店整体运营状况，分析市场变化，通报各部门的工作进度，体现标准化运作；衔接配合各部门工作，给客人展示专业服务的同时，提高客人满意度。

总经理，副总经理（执行总经理，住店经理，总经理助理），财务总监(或经理)，市场销售总监（或经理），人力资源总监（或经理），餐饮总监（或经理），房务总监，前厅经理，客房经理，工程部经理，保安部经理，行政办主任，行政秘书

1. 按照约定的时间，提起5分钟，到指定的办公室或会议室参加晨会（建议时间定在

0830—0900之间，晨会时间应控制在半小时）；

2. 如部门经理休假或有事不能参加晨会，需由部门副经理代为出席；

3. 晨会沟通顺序及内容如下：

行政秘书需记录各部门跟进事项且在每周一反馈；

前厅部：

a. 通报昨晚酒店出租率，住客房间数，平均房价，取消预定房间数；

b. 通报当天预计到店的VIP；

c. 宾客服务经理记录的酒店事项（客人意见，突发事情）；

d. 周一需通报上周末的酒店整体情况；

e. 部门工作汇报；

f. 需相关部门协调事宜；

市场销售部：

a. 酒店未来7天预定情况；

b. 酒店竞争对手收入分析；

c. 大型会议及团队情况跟进；

d. 部门工作汇报；

e. 需相关部门协调事宜；

餐饮部：

a. 昨日餐饮部收入，餐饮成本及本月预算进度分析； b. 当天餐饮部接待的会议活动；

c. 部门工作汇报；

d. 需相关部门协调事宜；

客房部：

a. 洗衣收入及本月预算进度分析；

b. 昨晚过夜的维修房数及原因；

c. 部门工作汇报；

d. 需相关部门协调事宜；

工程部：

a. 昨日酒店能源成本分析；

b. 大型工程进度汇报；

c. 部门工作汇报；

d. 需相关部门协调事宜；

保安部：

a. 昨日酒店巡视安全工作汇总；

b. 对当天大型会议的安全及停车等相关事宜汇报；

c. 部门工作汇报；

d. 需相关部门协调事宜；

财务部：

a. 昨日酒店整体收入汇总及本月预算进度分析；

b. 部门工作汇报；

c. 需相关部门协调事宜；

人力资源部：

a. 当日各部门培训安排；

b. 部门工作汇报；

c. 需相关部门协调事宜；

行政办：

a. 部门工作汇报；

b. 需相关部门协调事宜；

副总经理：

a. 对分管的重点工作进行相关安排；

总经理：

a. 全面回顾酒店收入状况，并对下一阶段工作进行相关安排；

第二篇：HK-SOP(酒店标准操作程序-客房部)中英文

STANDARD OPERATING PROCEDURES

标准操作程序

HSKP - 001 Lost and Found

失物招领

HSKP - 002 Entering Guest Rooms

进入客房 HSKP - 003 Shoe Shine Service

擦鞋服务

HSKP – 004 GUEST REQUEST ITEMS

客人要求项目

HSKP - 005 Guest Request Items

客人要求项 HSKP - 006 Room Wait Requests

房间等候要求

HSKP - 007 Work Orders

维修通知单

HSKP - 008 Allowing Access To Guest Rooms 允许进入客房

HSKP - 009 Gratuities / Tips

赠物/小费

HSKP - 010 Chain Of Command

指挥系统 HSKP - 011 Handling Guest Laundry

处理客人洗衣

HSKP - 012 Definition of A Guest

一个客人的定义

HSKP - 013 Handle Guest Complaints

处理客人投诉

HSKP - 014 Job Safety

工作安全 HSKP - 015 Equipment Usage

设备使用

HSKP - 016 Newspaper & Magazines

报刊杂志

HSKP - 017 Reception Service

接待服务

HSKP - 018 Quality Control

质量控制

HSKP - 019 Normal, Express and Pressing Service 正常，快洗及烫衣服务

HSKP - 020 Guest Laundry Pick Up & Distribution 客人送洗衣物收集发放

STANDARD OPERATING PROCEDURES

: HSKP-001 : EXE.Housekeeper Page Approved by : 1 of 4 :General Manager Distribution : Executive Committee Department Head A&B

: All Associates

Objective目标

To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.

确保失物招领程序能被完全地执行，以便在客人询问时能及时地反应。

Policy Statement政策 for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record information

including their name, the room number and the date the item was found. Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes.

使员工在离店房彻底检查客人遗留的物品，所有丢失物品应被登记及包装，应记录包括员工姓名，房号，日期等相关信息。然后员工应将这些物品及时上交给失物招领处，以便进一步作好标记工作。程序

LOST ITEMS

丢失物品

Should any item be reported lost within the confines of the hotel, all inquires are to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items.

任何在酒店范围内丢失的物品提出丢失，应直接向客房部提出，该部门负责记录及保存所有无人认领的物品。

These items must be logged and include:

所有失物应被登记，包括以下项目：

Name & Address

姓名及地址

Item description

物品描述

Where lost, when and time

何处何时丢失

Contact telephone number

联系电话

Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Guest Service Manager who will follow up with Housekeeping at the earliest opportunity.

若该物品在客房部未被记录，应直接向当值的保安或宾客服务经理提出。报失完毕后所有信息应交宾客服务经理，他将会同客房部跟进工作以尽快解决。

FOUND ITEMS

拾到物品

All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and recording purposes. The items in question will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Office’s safe.

所有物品不论价值必须被上缴客房部保存及记录。这些物品将被保存90天，若属高价值物品将被保存在前厅部保险箱180天。

At the end of these periods the items, if not claimed, will be returned to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed. 若逾期仍无人认领，将交给发现人带出酒店，或移交给经过验证的慈善机构，或销毁。 FOUND ITEM(S)

拾到物品

1. The item is conveyed to Office Clerk in Housekeeping office.

物品将被转交给客房部办公室人员。

2. The item and details surrounding its discovery are logged into the Log Book.

物品及与其发现相关的细节将被登记在登记本中。

Finder's Name and Department

发现人姓名及部门

Item(s) description

物品描述

Where Found

拾到地点

Date found 日期

3. The Assigned Housekeeping Employee will place the item(s) into a plastic bag and

attach a tag to the bag, storing the item(s) in a suitable secure location.

由指定的客房部员工将物品装入塑料袋并贴上标签，保存在一个位置安全的箱子里。

4. Valuable and attractive items such as credit cards, cameras, jewellery and/or cash

will be secured in a safety deposit box assigned for this use and the separate keys will be held by the Front Office Manager. The Executive Housekeeper or his/her proxy may draw the key from Front office when required.

高价值物品如信用卡，照相机，珠宝首饰或现金等应被存放在指定的保险箱中，钥匙由前厅

部经理保管，行政管家或指定代理人可视情况从前厅部获取钥匙。

5. Every time the Safety Deposit Box is opened, a record is to be made on the

assigned S/D Card.

需要打开保险箱，则需用S/D卡记录。

6. Beverages in custody should be retained a short time if not claimed

disposed of as follows:

饮料若无人认领将被保管一小段时间，按如下方式处理：

? Opened bottles should be poured out after 48 hours.

瓶子打开的将在48小时后被倒掉。

? Unopened bottles of liquor should go to F & B but kept in

Executive Housekeeper’s office for 48 hours.

未打开瓶子的将在行政管家办公室存放48小时后送往餐饮部。

7. Employees may not accept Alcoholic Beverages as tips.

员工不得接受酒精饮料作为小费。

8. A separate mail log must be kept with the following information:

单独邮寄记录包含如下信息：

? Date of shipment 寄出日期

? Method of shipment 寄出方式

? Guest name and address

客人姓名及地址

? Method of payment

付款方式

Due to the high cost of postage for international guest, pre-paid policy is preferred. 由于对国外客人的邮寄费用高昂，所以宜使用提前付费政策。

9. Identification is required if a guest is picking up a lost item in person.

若客人亲自选领一件失物，则需出示身份证明。

10. All Lost and Found items turned in after Housekeeping office closed for the evening

should be turned into the Front Desk. The Night Manager should turn in all items to Housekeeping office in the following morning for proper documentation.

所有在夜间因客房部无人而未交到客房部办公室的失物应交往前台。夜值经理第二天早上

交

房部办公室记录备案。

11. Employees who leave the employment of Hotel rescind all claims to items held

by Housekeeping regardless of value.

无论物品价值大小，解除劳动关系的酒店员工废除所有提出对所有保留在客房部的失物的所有权。

Should this occur - disposal of items will be as follows:

若发生这种情况-应按以下方式处理：

Personal Items: Will be either destroyed or given to recognized charity for

个人物品 disposal;

既可销毁也可捐给认可的慈善机构。

Cash: Will be credited to Hotel via miscellaneous revenue or at the 现金 Discretion of the General Manager to the Employees' Relation Account.

可计入酒店杂项收入，或由总经理决定计入与员工相关帐目中。

Valuable items: Twice yearly a review of items held will be made and any item 贵重物品 not claimed will be auctioned off to the Employees and monies

raised

credited to miscellaneous revenue or at the discretion

of the General Manager, to the Employees' Relation Account.

一年二次清查所保存失物，无人认领的可向员工拍卖，所得收入可计入

酒店杂项收入，或由总经理决定计入与员工相关帐目中。

ITEMS RETURNED TO VERIFIED OWNERS

将失物交还给客人

Should the owner (once verified) of a lost item make a claim before the end of the prescribed period, every effort will be made to return the item via the most practical and least expensive method. All actions and costs incurred by Hotel concerning the items return will be logged for reference in the appropriate area. This record will be kept available for perusal for a period of six months then debited.

在规定保留期限前失主（一旦确认）提出认领，应尽量将失物以最有效且最经济的方式交还。酒店所有有关交还行为及其导致的费用将被登记作为适当领域的参考证明。这些记录将被保留6个月以备查验，过期后计入借方。

COLLECTION/DISPOSAL OF UNCLAIMED ITEMS

收集/处理未认领的物品

When no owner is found, the Employee who found the item may claim the item if desired. Housekeeping will compile a list of items available for collection on the 15th of every month and Employees are advised to check with Housekeeping on the day regarding collection of items. Housekeeping will hold the item(s) for a period of five days. Should Employees fail to collect items they will be disposed of as Hotel sees fit. Any claim submitted by any Employee after the five day time period will not be accepted.

如未找到失主，发现失物的员工可根据需要宣布对该物品的所有权。将在每月15日编汇所收集失物的列表，员工可查看该表上所列物品项目。客房部将保留这些物品5天。如物品未被申领酒店将视情况将之转卖。超过5天期限申领要求将不获批准。

REMOVAL OF ITEM(S) FROM PROPERTY

将失物带出酒店

Prior to the item being taken off the hotel, it must be inspected by the Executive

Housekeeper who attaches a Property Pass and a Lost and Found Form (security) to the item. The Employee must then proceed via where the paperwork will be

checked and if correct, the Employee will be allowed to take the item(s) from the hotel.

在一样物品被带出酒店之前，应由行政管家检查并随物品附上通行证及失物招领表（保安部）。在所有文字材料齐全的情况下，员工方可将物品带出酒店。

STANDARD OPERATING PROCEDURES

进入客房

Issued by : HSKP-002 : EXE.Housekeeper

5 Policy No

: 1 of 2 : General Manager Distribution : Executive Committee Department Head A&B

: All Associates

To ensure that guests are NOT being disturb while entering their rooms when services is needed.

确保提供服务进入客房时客人不受到打扰。

Policy Statement政策

It is the policy of Hotel that all Hotel Employees should follow proper procedures while entering guest rooms, and should respect guest privacy at all times.

所有酒店员工在进入客房时应遵循工作程序，并尊重客人隐私权。

Procedure程序

Check the door lock

检查门锁

1. If there is DND sign, Do not knock.

如有请勿打扰标记，不得敲门。

2. If double lock pin is shown, it indicates the door is bolted and the guest is inside.

Do not knock.

如看到双锁栓，则说明客人在房间，不得敲门。

At the entry door 在进门口

1. Stand in front of the peephole.

站在猫眼前。

2. Knock with your knuckles, and announce yourself and Department name.

用指节敲门，报出你的身份及部门。

3. Listen for a reply-always give the guest adequate time to respond.

听候回答-给客人留出足够反应的时间。

4. If no reply, insert key and slightly open the door. If you find the room is occupied,

excuse yourself and return later.

如没有回答，插入钥匙打开一条门缝。如发现房间有人，表示歉意并晚些在返回。

Note注意:

If the guest is in the room when you are entering.

如进入房间时客人在。

DO NOT just ignore the guest and start cleaning.

不得忽视客人开始清洁。

DO NOT just close the door, say nothing, and go away.

不得只关上门什么也不说离开。

DO say “Good morning/Good afternoon Sir/Madam.”

要说“早上好/下午好，先生/女士。”

ASK “May I make up your room? “What time would you like to have your room cleaned”(Take note on Room Assignment Slip and return at the time requested.) 问“我能打扫您的房间吗？”“您想什么时间打扫您的房间”（在房间分配卡上记下并在要求时间返回）

Policy No

Page

Distribution

STANDARD OPERATING PROCEDURES : SHOE SHINE SERVICE 擦鞋服务 : HSKP-003 : 1 of 1 : Executive Committee : 4.2010 Issued by : EXE.Housekeeper Approved by :General Manager Department Head A&B 6

: All Associates

目标

To achieve guest satisfaction.

使客人满意。

政策 Hotel guests. All items should be shined and return as soon as possible.

为客人24小时提供免费擦鞋服务。所有鞋应擦好后尽快交还客人。

程序

1. Guests placed shoes in the available shoeshine basket for service.

客人将鞋放入擦鞋篮要求服务。

2. Room attendant will collect the item and mark down the room number on a

piece of paper and placed it inside the shoe shine basket. Bring it to the floor pantry for service.

客房服务员收集后记下房号在一张纸片上放入擦鞋篮。将其带入楼层备品间处理

3． Re-clean all shoes with brush/cloth, then identify the color carefully.

用鞋刷/布初步清洁，然后仔细分清颜色。

2. Apply cream on shoes accordingly and shine them with shoe mitt.

使用鞋油并用擦鞋手套将其擦亮。

5. Place all polished shoes in the shoeshine basket and return to the guest rooms. 将擦好的鞋放入擦鞋篮并将之交还回客房。

STANDARD OPERATING PROCEDURES

Policy No

Page

Distribution

Objective目标

: GUEST REQUEST ITEMS 客人要求项目 : HSKP-004 : 1 of 2 : Executive Committee : All Associates : 4.2010 Issued by : EXE.Housekeeper Approved by :General Manager Department Head A&B 7

To establish a tracking record for guest special request items.

建立客人要求项目的跟踪记录。

Policy Statement政策

It is the policy of the Executive Housekeeper to provide items (see below) to

accommodate special guest requests. Housekeeping Department also ensure these items are well-maintained and never place the control on the guest.

为行政管家建立制度以提供满足客人特殊要求的项目（见下）。客房部也可确保这些项目能够被很好地维护，并使之不被客人控制。

Procedure程序

1. Receive a call for a guest request item. Log in the Guest Request Loan Item Log

Book under the out column.

收到客人要求项目。将其登记到客人要求租用项目登记簿中的借出栏。

2. Inform the supervisor/room attendant of respective floor for delivery. Log in the

Log Book before sending item to the guest.

通知各楼层主管/客房服务员递送。在将物品交给客人之前登记。

3. Log in the Guest Request Loan Item Log Book under the return column after the

item was returned to Housekeeping.

在物品交还客房部后将其登记到客人要求租用项目登记簿中收回栏。

Guest Request Items include the followings:

客人要求的物品包括以下项目：

1. Adapter 多头电源插座

2. Extra Duvet 多的被子

3. Extra Pillows 多的枕头

4. Flower Vase 花瓶

5. Garment Rack衣架

6. Heater 取暖器

7. Rollaway Bed 带脚轮床

8. Baby Crib 婴儿床

9. Transformer 变压器

Special Note特别注意

For items not able to offer, Office Clerk should inform the Guest Service Manager for further action. Always check and make sure the item is available before making any promise to the guest.

如客人要求的物品我们不能提供，办公室员工应通知宾客服务经理进行进一步的工作。在答应向客人提供某种物品之前，一定要检查并确保我们能提供这种物品。

STANDARD OPERATING PROCEDURES

Policy No

Page

Distribution

目标房间等候要求 : HSKP-005 : 1 of 2 : Executive Committee : All Associates Issued by : EXE.Housekeeper Approved by :General Manager Department Head A&B 8

To ensure communication line are open between Front Desk and Housekeeping in order to minimize guest waiting time, especially during tight turn.

确保前台与客房部的联系线路畅通，以使客人等候时间最小化，特别在高峰时间。

Policy Statement:

政策 Room Waits and Rush Rooms between Front Desk and Housekeeping.

使前台与客房部对客人房间要求，特殊要求，房间等候及高峰房等的联系保持高效率。

Procedure:

程序

1. Housekeeping will advise Guest Services person/Front Desk person 0830 hours of

Floor Supervisors, their Pager Number and the floors they are responsible for.

客房部通知宾客服务人员/前台人员楼层主管的传呼号码及他们负责的楼层。

2. When Reception requires a Rush Room, Room Requests etc. they will notify Front

Desk and in turn will page the appropriate Supervisor, request the particular room and inquire approximately what time the room will be returned VR(Vacant

Ready).

当接待员要求高峰房，房间要求等时，应通知前台并传呼当值主管，要求指定房间并询问大概的房间能准备好的时间。

3. By stating your name, the Supervisor will ensure the follow up is made directly with

you (try to avoid passing onto others, often messages are not relayed). This will minimize time and you will be responsible for the room.

在指定你的名字之前，主管员工应确保后续工作由你进行（尽量避免将工作转交，通常信息不再重复）。这将节约时间，你将负责该房间。

4. The Supervisor in turn, will follow through with the request and promptly advise

Front Desk what estimated time to have room vacant ready and /or any

pertinent details.

当值主管将跟进该工作要求并及时通知前台，由其估计房间准备好的时间及任何相关细节。

5. The Supervisor will advise the Housekeeping Clerk and Front Desk when the room

is VR.

房间准备好后主管通知客房部办公室员工及前台。

6. Front Desk will complete Check-in Process.

前台完成入住手续。

Policy No

Page

Distribution

STANDARD OPERATING PROCEDURES Issued by : HSKP-006 : EXE.Housekeeper Approved by : 1 of 2 :General Manager : Executive Committee Department Head A&B : All Associates 9

Objective:

目标

To ensure maintenance requests are handled are promised, based on the urgency of the matter.

根据紧急程度,确保维护要求被承诺执行。

Policy Statement:

政策 maintained.

建立酒店客房维护的程序。

Procedure:

程序

The Housekeeping Department is responsible for reporting guest room maintenance problems to the Engineering Department. This will be accomplished by:

客房部负责向工程部报告客房需维护的问题事项.必须按如下程序办理:

1. The Floor Supervisor or Floor Attendant and Office Clerk report the problem. 楼层主管或楼层服务员与办公室员工负责报告问题。

2. The Office Clerk will maintain a log of the maintenance problems and

immediately call the Engineering Department.(For other problems, Housekeeping related, the Office Clerk will dispatch a PA attendant to handle, e.g. gum on carpet.)

办公室员工应记录维护事项并立即通知工程部.(其他与客房部相关事项,办公室员工将交公共区域卫生员处理,如:地毯上的口香糖印)

客房维护记录-客房部

Date-Room No.-Problem-Reported By-Time-Reported To Engineering-Time

Completed-Time-Date

日期-房号-问题-报告人-时间-报告工程部何人-完成时间-时间-日期

3. The Engineering Department will also maintain a log and will dispatch an

Engineering to handle the problem as soon as it is called in.

工程部亦需要记录,并尽快派出人员处理问题。客房维护记录-工程部

Date-Room No.-Problem- Reported By-Time-Dispatch To-Time Completed-Time –Date

日期-房号-问题-报告人-时间-分配人-完成时间-时间-日期

4. Once completed, the Engineer will notify the Engineering Department.

一旦完成,工程人员应通知工程部。

5. The Engineering Department will call the Office Clerk and report the problem as

repaired.

工程部通知办公室员工问题已解决。

6. The Office Clerk will log the information and contact the Floor Supervisor to have

the room re-inspected.

办公室员工做记录并通知楼层主管到房间再做检查。

If, for any reason, a problem cannot be solved at that time (due to parts not

available, etc.), the room should be technically placed “OUT OF ORDER” or “SELL LAST” basis (for sold out nights). The Executive Housekeeper and Directors of

Engineering will be responsible for the implementation and maintenance of this program.

如因为某些原因问题不能及时解决(如由于部件不全等),房间将被标明为维修房或最后售房 (在客满时) 。行政管家及工程总监将负责处理该问题。

STANDARD OPERATING PROCEDURES

TO GUEST ROOMS

允许进入客房

: HSKP-007

: 1 of 2

: Executive Committee Policy No Page Distribution Issued by : EXE.Housekeeper Approved by :General Manager

Department Head A&B

: All Associates

Objective:

目标

To protect guest privacy and interruption

保护客人隐私及保证其不被打扰.

Policy Statement:

政策 room access to another employee unless specific approval is granted by a

Supervisor / Manager.

除非经过主管或经理的许可,在任何情况下员工不得让其他人员进入客房。

程序

1. If an individual identifies himself/herself as the guest in a specific room and

request access explain that, in the interest of their security, employees are not authorized to grant access to guest rooms. Inform the guest that the Front Desk will issue him/her another key. If the guest is having trouble with the key they were issued offer to call Security for assistance.

如任何人宣称他/她是客人要进入某间客房，从安全考虑，员工无权让其进入，同时告知客人前台将为他/她准备另一把钥匙。如客人现有的钥匙有问题，则告诉他/她将通知保安协助解决。

2. In the event that an unknown person enters a guest room, you are working in ask

the individual for their guest room key and physically check the key in the lock. If the key clicks to indicate it is the correct key, return the key to the guest, thank him/her and explain that the procedure is followed to ensure the security of their guest room.

如正在打扫房间时一个陌生人进入房间，请其出示房间钥匙并试用。如钥匙可以使用，将其还给客人并表示感谢，解释这是为他们的房间安全着想的必要程序。

3. If the key doesn’t click, tell the individual you are required to obtain permission to grant access to any guest room and call Security requesting that they report to the room immediately to render assistance. This applies even if you feel you

recognize the guest, as the guest you recognize may have checked out or room changed.

如钥匙不能使用，则告知该人你没有授权让任何人进入客房，并通知保安请求协助。这种措施在你感觉认识这位客人时同样适用，因为这位客人可能已经离店或已换房。

Policy No

Page

Distribution

STANDARD OPERATING PROCEDURES : GRATUITIES / TIPS赠物/小费 : 4. 2010 Issued by : HSKP-008 : EXE.Housekeeper Approved by : 1 of 1 :General Manager : Executive Committee Department Head A&B : All Associates 12

Objective:

目标

To avoid any unnecessary confusion between departments when guests left gratuity for Employees.

当客人给员工留下小费时，避免在部门之间产生任何不必要的混淆。

Policy Statement:

政策 doubt that it is intended as gratuity for services provided are to be handled in the following way.

客人明显是出于礼貌留下奖赏服务的赏钱将被按如下方式处理。

Procedure:

程序

1. Tips found in guestrooms are to be considered to Floor Attendant’s tips, Unless

clearly stated as in the following examples:

客房内放置的小费一般被认为是给楼层服务员的，除非象如下列举的情况：

a) Monies left on top of luggage is for the porter.

放在行李上的小费是给行李员的。

b) Money left with a note from the guest stating the receiver is other than

the Floor Attendant.

留有字条的小费是给指定人员的。

2. Any tip left by a guest for Housekeeping Services will go to the Floor Attendant

who serviced the room on that day. If more than one Floor Attendant is cleaning the room, gratuities are to be shared equally.

任何为感谢客房服务留下的小费将被交给当值的楼层服务员。如果不止一人打扫了该房

间，则应均分。

3. Tips are to be collected at time of servicing the room. VD room tips can be

collected as soon as the Floor Attendant knows the room is vacated by the guest. 小费一般在为房间服务时收取。VD房的小费在楼层服务员知晓客人腾出房间时收取。

STANDARD OPERATING PROCEDURES

指挥系统

: HSKP-009

: 1 of 1

: Executive Committee

: All Associates Issued by : EXE.Housekeeper Approved by :General Manager Department Head A&B Policy No Page Distribution

Objective:

目标

To encourage Employees to approach their managers and voice out concerns in a positive manner.

鼓励员工以一种积极的态度向经理表达自己的意见。

Policy Statement:

政策 Employees to exercise as part of the Guarantee of Fair Treatment anytime an Employee has a comment or concern.

当任何时候员工提出意见或所关心的事，指挥系统可确保他们能被公平地对待。

Procedure:

程序

1. An Employee who has a comment or concern should speak to their immediate

supervisor first.

当员工有意见或所关心的事的时候，应先向直属主管提出。

2. If the Employee is not entirely satisfied with the supervisors response, the

Employee should then go to his/her immediate manager.

如果员工对主管做出的反应不是很满意，可向直属经理提出。

3. If the Employee is not entirely satisfied with the manager’s response, the

Employee should go directly to the Executive Housekeeper.

如果员工对经理做出的反应同样不是很满意，可向行政管家提出。

STANDARD OPERATING PROCEDURES GUEST LAUNDRY

处理客人洗衣

: HSKP-010

: 1 of 2

: Executive Committee

: All Associates Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

目标

To ensure consistent and quality laundry service are provided at all times.

确保在任何时候洗衣服务的一贯性及质量。

Policy Statement:

政策 cleaning items.

建立关于客人洗衣服务项目的指导方针及程序。

Procedure:

程序

1. Laundry bags/slips are available in all guest rooms.

洗衣袋/单在所有客房可用。

1. Check all the guest rooms on the assigned floor before 10:00 hours except “DND”.

除“DND”房外，10点前检查分配楼层所有客房有无送洗衣物。

2. Mark down on room attendant worksheet if the rooms are “DND”.

如客房挂出“DND”牌，在工作表上注明。

4. Put the laundry in the floor pantry and record on the worksheet.

将送洗衣物带到楼层备品间，并在工作表上做记录。

1. Call down to laundry department immediately.

立即通知洗衣房。

2. If having found the laundry without list of signature, don’t remove from the room.

Call Housekeeping office for reference.

如发现送洗衣物没有签名的洗衣单，则不要从房间拿走。应向客房部办公室查询。

3. Check the “DND” room sign before 11:00 hours.

在11点前检查“DND”房。

4. All items not being hung on hangers must be placed and delivered to the

guestroom in the approved laundry basket.

所有不用衣架挂起的衣物应使用规定的洗衣篮送回客房。

? Trouser Procedure

裤子程序

a. All trousers delivered to the guestroom will be hung on hangers unless the

guest requests otherwise and covered with plastic bag.

所有裤子应使用衣架挂着送回客房，除非客人要求不用，则使用塑料袋装好送回。

? Shirt Procedure

衬衣程序

a. Shirts will be hung on hangers only if the guest requests and covered with

plastic bag.

衬衣应使用衣架挂着送回客房，如客人要求不用，则使用塑料袋装好送回。

b. All French cuff shirts, the cuffs will be in a pressed folded manner and remain

folded either when hung on or folded and delivered in a laundry basket.

所有法式袖口的衬衣应将袖口叠好，无论是用衣架挂或叠好装在洗衣篮里。

c. When a shirt is folded, it will have a collar card, shirt board, wrapped in plastic

shirt bag and delivered to the guest in a laundry basket.

当衬衣叠好时应使用领卡，衬衣板，用塑料衬衣袋包装后装在洗衣篮中送还客人。

d. All silk shirts have to be on hangers to protect them from wrinkling covered

with plastic bag.

所有丝绸衬衣必须用塑料袋盖好，并使用衣架挂起以防褶皱。

? Underwear Procedure

内衣程序

a. All underwear will be folded and kept in the laundry basket with tissue

covering and logged sticker.

所有内衣应被叠好打上标签用绵纸盖上放在洗衣篮中。

? Suits Procedure

西服程序

a. All suits will be hung on a hanger with a plastic bag covering them.

所有西服应使用衣架挂好并用塑料袋盖上。

? Ties

领带

Ties will be hung on tie hanger and covered with plastic bag.

领带应使用领带架挂好并用塑料袋盖上。

STANDARD OPERATING PROCEDURES

Policy No

Page

Distribution

目标

To know the person you are dealing with.

认清你正在服务的客人。定义一个客人 : HSKP-011 : 1 of 2 : Executive Committee : All Associates Issued by : EXE.Housekeeper Approved by :General Manager Department Head A&B

政策

It is the policy of Plaza Royale to ensure all Employees work hard to achieve one goal---Every Guest Leaves Satisfied.

确保所有员工努力工作能达到一个目标---每一个客人都能满意地离开。

程序

Guest is:

客人是：

? V.I.P. (VERY IMPORTANT PERSON)

V.I.P.客人（十分重要人物）

? Is someone who furnish money in our hotel, bring us business.

付钱给我们酒店的人，给我们带来生意。

? Is someone provide us job opportunities.

提供工作机会给我们的人。

? Is not someone to argue with.

不是与之争论的人。

? Is always right in their mind.

他们认为他们永远是对的。

? Is willing to pay fairly for the service they receive.

愿意为他们受到的服务付出相符的费用。

? Will satisfy their desires here or with our competitors.

能在我们酒店或竞争者那里满足需求的人。

STANDARD OPERATING PROCEDURES

COMPLAINTS

处理客人投诉

: HSKP-012

: 1 of 2

: Executive Committee

: All Associates Policy No Issued by : EXE.Housekepper Page Approved by :General Manager Distribution Department Head A&B

Objective目标

To ensure all guests leave satisfied. 确保每一个客人都能满意地离开。

Policy Statement政策

It is the policy of Plaza Royale when a guest complaint occurs NEVER ignore or avoid it. Do whatever it takes to ensure every guest leaves satisfied.

当客人抱怨时不能坐视不管或回避。必须尽量让客人满意地离开。

Procedure程序

1. When a problem occurs. The following steps should take place to make sure the

problem is resolved to the guest’s satisfaction.

当发生问题时，应照以下步骤做，以确保问题能得到解决并让客人满意。

? Listen 倾听

? Empathize 表示同情

? Apologize 道歉

? React to resolve the problem 反应要解决问题

? Notify the guest what was done to solve their problem

? 通知客人为解决问题我们做了些什么。

2. Handling guest complaints. 处理客人投诉。

? Listen attentively, give the guest your full attention. 留心倾听，让客人觉得你非常关

心。

? Don’t interrupt. 不要打断客人。

? Don’t argue with the guest. 不得与客人争论。

? Thank the guest for bringing the problems to your attention.

? 感谢客人提出了你需要注意的问题。

? Get the guest’s name early in the conversation and use it often.

交谈开始后先问清客人的姓名，并在交谈过程中频繁使用。

? Apologize for the trouble but do not assign blame. 为问题道歉但不要推卸责任。 ? If you cannot resolve the problem, contact your manager immediately.

如你不能解决问题，必须立即通知你的经理。

? Follow up to ensure that the problem had been resolved.

? 跟进工作以确保问题得到解决。

STANDARD OPERATING PROCEDURES

: JOB SAFETY 工作安全 : 4.2010

Policy No Issued by : HSKP-013 : EXE.Housekeeper Page Approved by : 1 of 2 :General Manager Distribution : Executive Committee Department Head A&B

: All Associates

目标

To minimise accidents in the work place.

尽量减少工作地点发生的事故。

Policy Statement:

政策

It is the policy of Hotel that an Accident hurts! Nobody can take away your pain and lost time at work! Therefore, we need to be alert and willing to remove potential hazards at all times in order to prevent accidents.

事故会造成伤害！没有人能带走你的伤痛和追回失去的时间。因此，我们必须时刻警示并愿意消除潜在的危险，以防止事故的发生。

程序

To be safe, you must constantly be aware of your actions and the changing environment around you. There are several ways to prevent accidents.

要想安全，你必须一直都清楚你的行动及周边变化的环境。以下是一些预防事故的措施：

1. Care about safety.

注意安全。

2. Recognise potential accident situations.

认识到潜在事故的情况。

3. Remove, repair or avoid potential hazards.

移走，修理或避开潜在危险。

4. Be aware of yourself and your limitations.

清楚你自己的弱点。

5. Do your work the safe way, do not rush.

以安全的方式工作，不要抢。

6. Ask for help if needed.

在需要时寻求帮助。

7. Think safety for yourself, your co-workers and your guests.

考虑你的，同事的和客人的安全。

STANDARD OPERATING PROCEDURES

Policy No Issued by : HSKP-014 : EXE.Housekeeper Page Approved by : 1 of 2 :General Manager Distribution : Executive Committee Department Head A&B

: All Associates

To ensure all “Do Not Disturb” sign are honored at all times.

确保所有“请勿打扰”标记在任何时候都得到尊重。

Policy Statement政策

It is the policy of Hotel that in order to ensure guests privacy, the Housekeeping Department requires housekeepers to note rooms that are not to be entered and serviced because of the “Do Not Disturb” signs or double locked doors, also, require to follow through on determining status of these rooms and reporting discrepancies to management.

为确保客人私密权，客房部应要求客房服务员注意标明了“请勿打扰”或双锁的房间是不可进入打扫的。并且，要求确定这些房间的房态并将不符情况报告上级。

Procedure 程序

1. Room Attendants are to mark on Room Status Reports “DND” or “DL” for guest

who refused service in the morning.

客房服务员应将早上要求不打扫房间的客房在房态报告上标明为“DND”或“DL”。

2. After 3:00P.M. Room Attendants have to report to Housekeeping Office for any

room which has not been serviced because of a “Do Not Disturb” sign or

because the room door is double locked.

下午3点后，客房服务员必须将因标明了“请勿打扰”或双锁而未打扫的房间报告给客房部办公室。

3. Housekeeping Clerk informs Floor Supervisor to double check all “DND” and “DL”

rooms again to see whether any of these rooms can be serviced.

客房部办公室员工通知楼层主管再次检查所有“请勿打扰”及“双锁”房，看是否有需要打扫的。

4. Floor Supervisor reconfirms the “DND” and “DL” rooms to Housekeeping Clerk.

楼层主管再次向客房部办公室员工确认“请勿打扰”及“双锁”房。

5. Housekeeping Clerk send “DND” and “DL” room report to Guest Service

Manager at 5 pm.

客房部办公室员工在下午5点将“请勿打扰”及“双锁”房报告给客户服务经理。

6. Guest Service Manager will contact the guest to inquire whether they need

Housekeeping Service. If guest needs service, GSM will inform Housekeeping Office.

客户服务经理将联系客人以询问是否需要打扫客房，如需要，客户服务经理将通知客房部

办公室。

7. Floor supervisor assigns PM shift Room Attendant to clean the room ASAP.

楼层主管分配中班客房服务员清洁这些房间。

8. If guest needs no service, Housekeeping Clerk should record on the log book.

如客人不需要服务，客房部办公室员工将在值班日志上做记录。

STANDARD OPERATING PROCEDURES 客房安全

: HSKP-015

: 1 of 1

: Executive Committee

: All Associates Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

Objective:

目标

No one is allowed to enter guest room without proper identification.

没有特定许可情况下任何人不得进入客房。

Policy Statement:

政策

It is the policy of Hotel that our guests count on us to protect their belongings when we are cleaning their rooms. They want to be sure that we will not let anyone into the room that does not belong. It is very important to follow proper procedures in order to ensure guest safety at all times.

客人的财物在我们清洁客房时完全依靠我们的保护。他们要求我们不让任何其他人进入他们的客房。在任何时候遵守程序要求确保客人安全是非常重要的。

Procedure:

程序

1. If the guest enters the guest room and is unable to produce a room key, you

should call Security or Front Desk to verify guests identification.

You should NEVER open a locked guest room door at the request of a guest

without authorization from the Front Desk or Security first.

如果一位客人进入客房而不能出示房间钥匙，应通知保安或前厅部校验客人身份。

在未得到保安部或前厅部授权的情况下，不得为客人打开锁着的客房。

2. You should always politely explain to the guest that it is your job to obtain positive

identification before letting anybody to the room. Show the guest you are trying to help while still following security procedures.

应该礼貌地向客人解释你的工作职责要求在让任何人进入客房前必须确认。让客人觉得你在尽量帮忙，同时也在遵守安全程序。

STANDARD OPERATING PROCEDURES

: HOUSEKEEPING DEPT

HYGIENE AND GROOMING

STANDARD

客房部卫生及装饰标准

: HSKP-016

: 1 of 2

: Executive Committee

: All Associates : 4.2010 Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

Objective:

目标

To provide a general hygiene and grooming guidelines to all Employees.

为所有员工制订卫生及装饰标准方针。

Policy Statement:

政策

It is the policy of Plaza Royale to ensure all Employees follow the guidelines and represent Hotel in a professional manner. Employees will be disciplined by management if failed to comply with Department dress code.

确保所有员工遵守标准，以使酒店呈现职业化风貌。管理人员将用纪律约束不遵守部门着装规范的行为。

Procedure:

程序所有员工总体标准

1. Complete and clean uniform must be worn at all times.

任何时间必须身着完整并且洁净的制服。

2. Always wear your name tag.

任何时间必须佩带名牌。

3. Must maintain good personal hygiene, use antiperspirant or deodorant if needed.

必须保持个人卫生，如需要可使用止汗药或除臭剂。

4. Fragrance products should be subtle and applied in moderation.

可适度使用增加香味的产品。

5. Shoes should be properly shined and in good condition.

皮鞋应完好并被擦亮。

6. No visible tattoos.

无可见的纹身

STANDARD OPERATING PROCEDURES : PROPER BEHAVIOR FOR

HOUSEKEEPING STAFF

客房部员工礼貌举止标准

: HSKP-017

: 1 of 3

: Executive Committee

: All Associates : 4.2010 Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

To ensure all Employees are behaved in a professional manner.

确保所有员工的行为举止应该职业化。

Policy Statement政策

It is the policy of Plaza Royale to set up guidelines and ensure it is properly followed by Employees at all times, because their behaviour represents the image of the department as well as the Hotel. Professionalism is required.

建立方针政策并确保员工贯彻执行，因为他们的行为不仅代表部门，更是代表了酒店。因此要求职业化。

Procedure程序 23

客房部员工应做的：

1. Keep yourself tidy, uniform spotless and immaculately clean at all times.

保持个人清洁，制服应一直保持没有污点并被清洗得很干净。

2. Keep hands and nails clean at all times. Keep hair cut off face and combed

neatly in place.保持手和指甲的清洁。头发不要遮住脸，梳理整洁。

3. While on duty , keep your shoes in good repair and never remove them from your

feet.

在当班时保持鞋的完好，不得脱掉。

4. Male employees should always be clean shaven, moustaches are discouraged

for those who have guest contact.

男员工应保持剃须，需要与客人接触的员工不允许留小胡子。

5. Avoid extreme hair style.

避免太前卫的发型。

6. Shut doors as silent as possible.

关门尽量轻。

7. Arrive in plenty of time to change into your uniform so as to go to report for duty

in the Housekeeping office on time.

稍提前多一点时间上班换制服，以便能及时到客房部办公室报到。

8. Do not be absent unless absolutely necessary, and inform the Housekeeping

office immediately.

不要缺勤，除非极端必要，并要及时通知客房部。

9. Leave Hotel as soon as your duty is completed and avoid hanging around.

在交完班后尽快离开酒店，不要逗留。

10. Be as courteous to your fellow employees as you would be to guests.

象对待客人一样地礼貌对待同事。

11. Leave all personal problems at home and do not bring them to the Hotel.

将所有个人问题留在家里，不要带到酒店来。

12. Do keep in mind at all times that Hotel must look clean and be clean, help to

keep it. So pick up papers and other trash and garbage from floors in any area you pass through even though it is not your area, and you did not drop it.

随时记得要使酒店看上去洁净，并保持清洁。因此在任何地方包括非管辖区域看见废纸，

杂物应拾起，并且不得乱丢杂物。

13. Stay only in area assigned to you.仅在指定的区域逗留。

14. Keep every square inch of your area spick and span. This includes the stairs.

保持责任区每一平方英寸的清洁，包括楼梯。

15. Report breakage, damage, storage or any unusual condition in the room to your

immediate supervisor.

任何破损，毁坏，储存等非正常情况应报告给直属主管。

16. Knock on the door before entering the room (wait for sufficient time for an

answer before enter).

在进入客房前应敲门（等候足够客人反应的时间）。

17. Greet every guest and our Employees.

向每一个客人及员工问候。

客房部员工不应做的：

1. Do not wriggle arms or legs or drum on desk with fingertips or register anger or

impatience.

不要扭动胳膊或腿，或用指尖敲打桌子，或露出愤怒或不耐烦的表情。

2. Do not read magazines, books or newspapers while on duty.

当班时不得看书报杂志。

3. Do not keep any property that does not belong to you personally.

不得将任何不属于你的东西踞为己有。

4. Do not gossip either with guest about other guest or about fellow employees, or

vice versa.

不要和客人闲谈关于其他客人或同事的事，反之亦然。

5. Do not invite friends or relatives into any area of Hotel (meet them outside the

hotel).

不要邀请朋友或亲属到酒店任何区域会面（在酒店外会面）。

6. Do not make any telephone calls in Hotel except emergency. Make calls at

cafeteria during lunch time.

除非紧急情况，否则不要在酒店打电话。可以在午餐时间在食堂打。

7. You are not permitted to use any facilities of the hotel. Such as, rooms, bar,

Chinese restaurant, coffee shop, public toilets, guest room.

不允许使用酒店的任何设备。诸如：房间，酒吧，中餐厅，咖啡厅，公共洗手间，客房等。

8. Do not, at any time sit in areas designated for guests.

任何时间不得坐在指定为客人准备的区域。

9 .Do not lean on walls and corners.

不得靠在墙上或角落里。

10.Do not carry food away from areas designated for eating or eat food elsewhere.

不得将食物带出指定用餐的区域，或在其他位置吃东西。

11. Do not make unnecessary noise likely to disturb or annoy hotel guest, such as:

不得发出任何会打搅或骚扰客人的噪音，如：

A. Laughing loudly.

大声笑。

B. Whistling and chatting with co-employees.

向同事吹口哨或聊天。

C. Running on the stairs and corridors.

在楼梯或走廊上奔跑。

D. Singing.

唱歌。

12. Do not drop trash or garbage in the corridors or elsewhere.

不得在走廊或其他任何地方丢垃圾。

13. Do not pass the assigned floor master key to anybody.

不得将分配的主匙交给其他任何人。

14. Do not throw any guest’s belongings except in the trash bin.

除了垃圾箱里的外，不得丢弃客人的任何物品。

15. Do not use guest room toilet.

不得使用客房洗手间。

16. Do not use guest room telephone for personal call (only use telephone in the

pantry).

不得使用客房电话打私人电话（只能使用备品间的电话）。

17. No hand in the pocket.

不得将手插在口袋里。

STANDARD OPERATING PROCEDURES : Laundry Quality Control

洗衣房质量控制

: HSKP-018

: 1 of 2

: Executive Committee

: All Associates : 4.2010 Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

Objective目标

To ensure all products are under proper laundering control and provide the best reliable services to the guest.

确保每件洗烫衣物被有效控制，为客人提供最优的可靠服务。

Policy Statement程序

It is the policy of Hotel to maintain the standard and provide reliable laundry service to the guest. 维持标准并为客人提供可靠的洗衣服务。

Procedure程序

1. This concerns every piece of fabric that comes into the laundry department.

这关系到被送往洗衣房的每一件衣物。

2. For guest clothing this means to check every item carefully to see what kind of

material it consist of and the best way to wash it, to ensure that the colours do not run, the material does not shrink or get damaged in any other way.

对客人的衣物而言，必须仔细检查认清衣料，决定最佳的清洗方式，以确保不褪色，不缩水，或其他任何不当清洗方式会造成的对衣物的损害。

3. If in doubt, check with the Supervisor. 如有疑问应向主管提出。

4. It also means once it is washed/dry-cleaned, the presentation should also be checked when it is returned to the guest.

8. 这同样意味着，一旦衣物经过水洗/干洗，在交还客人之前应被检查。 For uniforms this means the separation into washing and dry-cleaning and the sorting according to thickness of material. Items have to go into soak, such as bloodstained cook jackets and they might require a lot of work before the normal cleaning process can start. 对制服而言，应按照水洗或干洗，及按衣物的厚薄分类。衣物应浸泡，如厨师服上有血渍，就必须在正常洗衣程序开始之前做大量的工作。 For uniforms it is very important to remember that the Employee who wear it have to be proud of it. They represent Hotel and a clean and well-pressed uniform makes a good impression. 很重要的一点是：必须记住制服应让员工穿着它时会很感到自豪。员工穿着干净笔挺的制服会使客人对酒店留下良好的印象。 For linen, may it be from the rooms such as bed sheets and towels, or from the Food & Beverage Department it is vital that they are returned to this Department in perfect condition. For Rooms that means that the towels are undamaged, without stains and soft. Bed sheets are without stains, without holes and crisp. Napkins and tablecloths for the Food & Beverage without damage clean and starched. 对布草来说，可能是来自客房如床单或毛巾，或是来自餐饮部，在返回这些部门时处于完美状态是非常重要的。对客房来说意味着毛巾无破损，干净柔软，床单无污渍，无破洞及起皱。餐饮部的餐巾及桌布无破损，干净并上过浆。

Whenever you see something, which is damaged, stained or otherwise not in a good condition, put it aside.

无论什么时候看见破损，褪色或其他不良状况的布草，应将之放置一边。

STANDARD OPERATING PROCEDURES : Laundry Normal, Express

and Pressing Service

洗衣房正常，快洗及烫衣服

务

: HSKP-019

: 1 of 2

: Executive Committee

: All Associates : 4.2010 Policy No Issued by : EXE.Housekeeper Page Approved by :General Manager Distribution Department Head A&B

To ensure efficient and timely laundry services for the guest that meet their expectations.

确保为满足客人期望而提供的高效及时的洗衣服务。

Policy Statement政策

It is the policy of Hotel that laundry services must be processed and delivered within the time frame established for the Normal, Express and pressing services.

应在已制订的正常，快洗及烫衣服务时间表规定时间内完成洗衣服务过程。

Procedure程序

1. Normal Service 正常洗衣服务

a) Any article given by the guest before 11:00 am will be returned to him/her

the same day before 18:00 hour at the normal charge.

正常收费情况下，客人上午11:00前送洗的衣物应在当日下午18:00前交还。

b) Should the Laundry be closed on certain established days (Public Holidays etc.). The guest is to be advised well in advance. Should the time for return

be longer as Stated above, guests have to be advised at all times. Every

effort should be made to be able to meet the above requirements.

在某些洗衣房关闭的日期（假日等），客人应被提前通知送洗衣物的交还时间可能会比上述的时间较长，应尽一切努力达到上述的要求。

2. Express Service 快洗服务

a) Any item handed in by the guest will be returned within 4 hours and a 50%

express charge will be added to the bill.

客人送洗衣物应被在4小时内被交还，将加收50%快洗费。

b) The latest time of acceptance depends on the closing hours of the laundry.

(e.g. Closing time 20:00 hours, last acceptance 16:00 hours.) Flexibility should be retained. 可允许的最晚时间依洗衣房关闭时间而定（如：关闭时间为20:00则

最晚时间为16:00。）保留灵活性。

c) Again if an outside laundry is being used every effort should be made to

give preference to service to guest.

如需使用外部洗衣，则同样应将对客服务放在首位。

3. Pressing 烫衣

a) Any article given by the guest will be returned in an hour time or if given late

in the evening it should be returned at guest’s requested time in the morning. 衣物应在1小时内被交还，如衣物在晚间送来，则应在客人要求的早晨时间交还。

b) When the bill is being prepared care should be taken as for some guest

(Executive Floor etc.) the first 2 pieces of pressing upon arrival is free of

charge.

记帐时应注意有些客人的情况（行政楼层客人等）：抵店后头两件衣物的烫衣服务是免费的。

STANDARD OPERATING PROCEDURES & Distributions

客人送洗衣物收集发放

Policy No Issued by : HSKP-020 : EXE.Housekeeper Page Approved by : 1 of 2 :General Manager Distribution : Executive Committee Department Head A&B

: All Associates

To ensure that the laundry pick up service is properly monitored in a timely and efficient manner.

确保送洗衣物收集服务被有效监督，以保持及时性及高效性。

Policy Statement政策

It is the policy of Hotel that laundry must be picked up by routine check before 11 am. Any request for laundry picked up must be attended immediately within 15 minutes.

进行例行检查，送洗衣物应在上午11点前被收集。任何客人要求的衣物收集工作应在15分钟内完成。

Procedure程序

1. Pick-Up 拾取

The valet is responsible in the morning time to circulate his assigned number of floors or go to the room number as given by the Laundry Clerk or AYS and collect laundry from the guest and fill in the Laundry Daily pick up Record.

服务员在早上负责巡视洗衣房员工或AYS分配的楼层或房间，拾取送洗衣物并填写每日

洗衣收集记录。

2. Collection 收集

Guest Laundry is to be delivered to the marking section and items to be counterchecked for correctness.

客人送洗衣物将被移交到记号区，所有衣物将被复查。

3. Difference in Count 数量不符

Should there be any difference with the guest-count, guest is to be advised, bill to be adjusted accordingly and cleaning process can continue.

如计算数量与客人报数不符应通知客人，调整帐单，洗衣程序可继续。

4. Damaged or Delicate Item 损坏或精细衣物

Should any of items be damaged or present problems in cleaning due to delicacy of fabric guest to be advised by a Laundry message slip. Laundry only to be processed after having guest’s signature for acknowledgement and go ahead.

Same should happen if any of the items are damaged.

如因衣物质地脆弱会造成洗衣困难，则应使用洗衣通知条告知客人。只有在得到客人签字认可后才能进行洗衣程序。

如衣物损坏应同样按上述方式办理。

5. Missing Button etc… 纽扣缺失等…

Small problems like missing shirt buttons can be handled by the sewing section of the linen room. 象衣纽扣缺失这样的小问题可交布草房的缝纫区解决。

A missing button card has to be presented on the laundry item to advise the guest that the missing button has been mended/sew.

交还送洗衣物时将一张纽扣缺失卡附在衣物上通知客人纽扣已被缝上。

Procedure:

程序

6. Guest Misplaced Items

客人放错地方的物品

Make sure that each and every item is checked carefully and should items be found such as money etc., they are first reported to the Laundry Manager. The Laundry Manager will coordinate with the Guest Services Manager and Security Manager to return to the guest in an appropriate manner.

仔细检查每件衣物，如发现像钱这样的物品时，应首先报告洗衣房经理。他/她将会同宾客服务经理及保安部经理以适当方式将物品交还给客人。

7. Guest Laundry In The Room

在房间里的送洗衣物

Should the Room Attendant see laundry in the room while making it (placed in a bag and bill properly signed by guest, otherwise do not touch) Laundry is to be informed for pick-up.

当客房服务员在做房时发现送洗衣物（放在洗衣袋中，并且客人在洗衣单上签了字，否则不要动）应通知洗衣房前来收集。

8. Delivery

交付

a) After checking in the Laundry that the correct items have been cleaned,

prepare guest bill(copy of bill filled out by the guest) and sent it to the Housekeeping / Laundry Clerk to be posted to the Computer system.

在检查完送洗衣物准确无误后准备帐单（副联由客人签字）并将其发往客房部/洗衣房员工，登记在电脑系统中。

b) Folded and small items are to be placed in a basket and other items on

hangers.

叠好的及小的衣物放在篮子里，，其他挂在衣架上。

c) Knock on the guest door and announce yourself. Proceed into the room if

guest not in and place the hangers into the wardrobe leaving the door slightly ajar. Place the basket onto the dressing table.

敲客房门，报出身份。如客人不在房间，则进入将衣架挂在衣橱里，让门微开，将篮子放在梳妆台上。

9. If the guest is in the room announce your intentions and than proceed as

before.

如客人在房间，则表明你的来意并按上述的程序进行。

10. Should a “Do not disturb” sign be placed at the door, slip a note under the

door informing the guest that his laundry is ready, to call the Laundry number for delivery.

如门上有“请勿打扰”标记，则从门下塞入一张字条通知客人衣物已经洗好，可致电洗衣房要求递送。

相关推荐

酒店晨会标准操作程序

第二篇：HK-SOP(酒店标准操作程序-客房部)中英文

专栏推荐