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1、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原则3. Body language and attitude 肢体语言及态度4. How to Conduct Briefing 如何主持例会5. Communicate with Housekeeping Department与客房部沟通6
2、. How to Greet the Guest如何问候客人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
3、 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如何清洁电水壶.18. How to Clean the Glasses如何清洁玻璃杯19. How to Clean Ice Bucket 如何清洁冰桶20. How to Change Pillow Case 如何更换枕套21. How to remove
4、 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 如何做床24. How to Clean the Bath Room Floor 如何清洁浴室地板25. How to Clean the Mini Bar 如何清洁小酒吧26. How to Dust the Furniture 如何给家具擦尘27. How to clean the mirror 如何清洁镜子28. How to Clean the Bath Tub 如何清洁浴缸29. Ho
5、w to Clean Shower Room 如何清洁淋浴间30. How to Clean the Bath Room Wall 如何清洁浴室墙面31. How to clean the vanity top and hand basin 如何清洁面台和面盆32. How to Clean / Polish the Bathroom Fittings 如何清洁和抛光浴室电镀配件33. How to Clean the Toilet Bowl 如何清洁马桶34. How to Vacuum the Carpet 如何给地毯吸尘35. How to Clean the Telephone Set
6、 如何清洁电话机36. How to Handle Wake up Call 如何解决叫醒服务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 如何解决无用旳客房钥匙卡40. Extra Bed and Baby Cot Procedure 加床和婴儿床解决程序41. Guest Laundry Pick up Duri
7、ng Room Check 查房同步收取客衣42. Guest Laundry Pick up Requirement via Receiving Call 客人电话规定收取洗衣43. Fold Towel 毛巾旳折叠44. How to Remove Room Service Basket 如何撤出送餐旳餐具45. How to Clean Guest Floor Corridor 如何清洁走廊 46. How to Assist Guest with Luggage/Parcel 如何协助运送客人行李47. Mini-bar consumption check 小酒吧消耗检查48. Min
8、i-bar daily replenishment 每日补充小酒吧49. How to Handle “Open Door” Request 如何解决开房门旳祈求50. Breakage, Loss and Damage Procedure 遗失损坏解决程序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 Guests Belongings 小心照看客人财产54. Returning Keys and Worksheet 交还钥匙和工作表
9、55. Check into Housekeeping Office 在客房部办公室报到56. Vacuum carpet after washed 洗过地毯后旳吸尘57. How to Escort Guest to Elevator 如何护送客人至电梯58. Cleaning chemical using in Housekeeping 客房部常用旳清洁剂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 Emergen
10、cy 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 零缺陷旳房间65. Turn down Service 开床服务PUBLIC AREA 公共区域66 Push brush sweeping 扫地67 Dust mopping 推尘68 Wet mopping 湿拖69 Wall washing by hand 手工洗墙壁70 How to Clean the A/C Grill 如何清洁空调口71 How to shampoo carpet - extraction 抽洗地毯72 How to Clean Upholstery Fabric 如何清洁沙发及软包墙面73 How to Clean Wall-paper 如何清洁墙纸74 Cleaning of Office 清洁办公室75 Cloak Room Procedure 衣帽间旳程序76 Staircase cleaning 清洁楼梯77 How to clean windows 如何清洁窗户78 Stone floor scrubbing
