管家部管理實務-目錄.doc

我愛酒店網：WWW.HOTEL520.COM目 錄CATALOGUE第一章 管家部組織結構圖1ORGANIZATION CHART第二章 管家部崗位職責1-25POSITION RESPONSIBILITY OF H.K DEPT 2.1 管家部經理 H.K Dept. Manager2 2.2 樓層經理 Head Floor Supervisor 3 2.3 樓層督導 Floor Captain 5 2.4 樓層服務員 Room Attendant 72.5 樓層清掃員 Room Cleaner 92.6 公共區(qū)域經理 Public Area Supervisor112.7 公共區(qū)域督導 Public Area Captain122.8 公共區(qū)域服務員 Public Area Attendant132.9 花房管理員 Florist142.10 公共區(qū)域清潔工 Public Area Cleaner152.11 洗滌部經理 Laundry Manager162.12 洗滌部督導 Laundry Captain172.13 干洗工 Dry Cleaner182.14 大濕洗工 Washer-Large Items202.15 小濕洗工 Washer-Small Items 212.16 平燙工 Flat Work Ironer222.17 布草折疊工 Linen Folding Attendant232.18 布草收發(fā)員 Linen Delivery Maid242.19 制服收發(fā)員 Uniform Delivery Maid25第三章 管家部各崗位操作程序27-136HK.DEPT.STANDARD OPERATION PROCEDURE3.1 樓層經理Head Floor Supervisor273.1.1 處理客人投訴Handling Guests Complains273.2 樓層督導 Floor Captain28-31 3.2.1 檢查客房Checking Guest Rooms 283.2.2 收取小酒吧帳單Collecting Mini-bar Bill30 3.2.3 飲料管理Controlling wine & Beverage313.3 樓層服務員Room Attendant32-533.3.1 樓層鑰匙領用和保管Picking up& Keeping Room Key 323.3.2 開酒水帳單Filling in Wine & Beverage Bill333.3.3 杯具洗滌、消毒Washing-up & Disinfecting Glassware343.3.4 客用品領用、存放Application of &Keeping Items353.3.5 客人要求開門Handling Request for Opening the Door 363.3.6 引領客人進房Greeting the Guests373.3.7 報交遺留物品Delivering Properties Left Behind by Guest383.3.8 客人離店結帳Guest Check-out 393.3.9 查走客房（遺留物品）Check-up C/O Room403.3.10 做夜床Providing Turn-down Service413.3.11 開房門Opening the Door 433.3.12 加床Handling Request for Extra Bed 443.3.13 鋪床Making the Bed453.3.14 上毛巾、茶水Offering Towel / Tea Service463.3.15 客房二次打掃Re-cleaning the Room473.3.16 重點賓客進房Receiving VIP483.3.17 擦皮鞋Providing Free Shoe Shining Service493.3.18 翻轉床墊Turning the Mattress503.3.19 洗滌浴簾Washing Shower Curtain513.3.20 吸塵器使用和保養(yǎng)Using & Maintaining Vacuum Cleaner523.3.21 處理意外損壞賓客物品Dealing with Damaging Guests Articles533.4 客房清掃員Room Cleaner54-593.4.1 整理工作車 Cleaning up Maids Cart543.4.2 打掃住客房 Making up Occupied Room553.4.3 清掃衛(wèi)生間 Making up Washing Room573.4.4 工作車擺放 Maids Cart Setting583.4.5 空房清掃 Making up Vacant Room 593.5 客房中心服務員Housekeeping Center Attendant60-643.5.1 核對未進店客房報告Checking No-show Room Report 603.5.2 核對查房報告 Checking Room Report613.5.3 客用品的借用、登記和保管Items Loan /Registration / Keeping623.5.4 接打內部電話Receiving & Making Inside Call633.5.5 處理前臺報表 Dealing with Dept. Reports64附錄：客房中心常備客用品清單64Appendix: List of Items Prepared in Housekeeping Center 3.6 PA服務員PA Attendant65-813.6.1 石材日常保養(yǎng) Marble Daily Maintenance653.6.2 大理石地面打蠟 Polishing Marble with Wax663.6.3 大理石地面起蠟Wax Remove From Marble 673.6.4 石材墻壁上蠟 Polishing Wall with Wax 683.6.5 清洗地毯（干泡） Cleaning Carpet(Dry-clear) 693.6.6 洗地毯（抽洗） Washing Carpet 703.6.7 沙發(fā)抽洗 Washing Sofa723.6.8 清潔銅條Cleaning Copper Strip733.6.9 清潔客梯 Cleaning Elevator743.6.10 清洗吸塵器 Cleaning Vacuum Cleaner753.6.11 使用三合一抽洗機 Using Wet Vacuum Carpet Extractor763.6.12 使用洗地機 Using Clean Marble Machine773.6.13 使用吸水機 Using Wet & Dry Vacuum Cleaner783.6.14 使用高速拋光機 Using Ultra High Speed Machine793.6.15 清潔玻璃 Polish the Window-panes803.6.16 花崗巖地面晶硬處理Crystallize Marble813.7 PA保潔工 PA Cleaner82-863.7.1 棉塵推藥劑處理Spray Floor Dust Remover on the Mop823.7.2 推塵（清潔大理石地面）Dust Removed From Floor833.7.3 清潔各公共區(qū)域衛(wèi)生Cleaning the Public Areas843.7.4 洗手間日常清潔保養(yǎng) Cleaning Washing Room853.7.5 客人醉酒嘔吐處理Dealing with Drunk Guests863.8制服收發(fā)員Uniform Delivery Maid87-973.8.1 新制服申領、發(fā)放Appling for & Giving Out Uniform873.8.2 制服收發(fā)Counting & Sending Uniform 883.8.3 交接制服 Taking over Uniform893.8.4 清點臟制服Counting Dirty Uniform903.8.5 核對接收已清洗制服 Checking Uniform Cleaned913.8.6 處理舊制服報損 Steps to Handle Uniform Scraped923.8.7 制服盤點Inventorying Uniform933.8.8 入店、離店人員領退制服Appling for & Returning Uniform for Staff 943.8.9 制服收發(fā)員收尾Finishing Work for Uniform Delivery Maid953.8.10 縫補制服Steps to Sewing Uniform963.8.11 縫紉機保養(yǎng)Maintaining Sewing Machine973.9 布草收發(fā)員Linen Delivery Maid98-102 3.9.1 交接布草Taking Over linen 983.9.2 布草領用Application of Linen993.9.3 交接餐飲、康樂織品Taking over F&B and H&R Dept Linen1003.9.4 發(fā)送客房布草Sending Out Linen of H.K Dept1013.9.5 布草盤點 Inventorying Linen 1023.10花房管理員 Florist103-1053.10.1 綠色植物保養(yǎng)Preserving Green Plants 1033.10.2 保養(yǎng)公共區(qū)域插花Preserving Flowers in Public Area1043.10.3 送花Sending Flowers1053.11客衣服務員Guest Clothes Delivery Maid106-1143.11.1 收包Collecting Clothes1063.11.2 點數(shù)Counting Clothes1073.11.3 打碼Marking on Clothes1083.11.4 疊衣Folding Clothes 1093.11.5 裝包Packing Clothes1103.11.6 送衣Sending Clothes1113.11.7 處理遺留物品Dealing with Properties Left by Guests1123.11.8 加快洗衣Express Valet Service1133.11.9 貴賓洗衣VIP Valet Service1143.12大濕洗工Washer-large Items115-1173.12.1 客房、飲食布草洗滌Laundering Linen F&B & H.K Dept .1153.12.2 使用大濕洗機Using Washed-large Items Machine1163.12.3 使用烘干機Using Dry Machine1173.13小濕洗工Washer-small Items118-1233.13.1 開機準備Preparation of Turning on Machine1183.13.2 客衣檢查、分類Checking & Classifying Clothes1193.13.3 客衣去跡Remove Stain From Clothes 1203.13.4 客衣洗滌Laundering Guests Clothes1223.13.5 使用小濕洗機Using Washed-Small Items Machine1233.14平燙工Flat Work Ironer Turning on124-1273.14.1 開機準備 Preparation of Turning on Machine1243.14.2 熨燙口布、枕套 Ironing Napkin & Pillow-case1253.14.3 熨燙布草（床單、臺布） Ironing Linen1263.14.4 使用大燙機 Using Flat Ironing Machine1273.15手燙工 Presser128-1333.15.1 崗位準備 Preparation 1283.15.2 熨燙西服上衣 Ironing Suit1293.15.3 熨燙真絲服裝 Ironing Silk Clothes1303.15.4 熨燙西褲 Ironing Trousers1313.15.5 熨燙襯衫 Ironing Shirt1323.15.6 熨燙T恤衫 Ironing T-shirt1333.16干洗工Dry-cleaner134-1363.16.1 使用干洗機 Using Dry-cleaning Machine1343.16.2 使用人像機 Using Model Machine1353.17布草折疊工 Linen Folding Attendant 136第四章 管家部管理制度137-152H.K DEPT.MANAGEMENT SYSTEN4.1 管家部安全管理制度 Safety Regulation 1374.2 樓層客房安全管理制度 Safety Regulation of Guest Rooms1384.3 管家部衛(wèi)生管理制度