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1、STANDARD OPERATING PROCEDURESPOLICY NO.SUBJECT项目HSKP 001Standard Of Cleanliness清洁标准HSKP 002Lost and Found失物招领HSKP 003Entering Guest Rooms进入客房HSKP 004Floor Attendant Services客房服务HSKP 005Shoe Shine Service擦鞋服务HSKP 006Guest Request Items客人需求项目HSKP 007Babysitting 托婴服务HSKP 008Guest Belongings客人财产HSKP 009
2、Room Wait Requests等候要求HSKP 010Shift Briefing班会HSKP 011Work Orders客房维护HSKP 012Allowing Access To Guest Rooms允许进入客人房间HSKP 013Gratuities / Tips赠物、小费HSKP 014Attending To Guests In Public Restrooms做好客用休息区卫生HSKP 015Chain Of Command行政管理 HSKP 016Holding Open And Securing Guest Room Door 客房安全HSKP 017Reasonab
3、le Job Requests 合理的工作分配HSKP 018Key Control Procedure钥匙控制程序HSKP 019Leaving Work Area Without Authorization未经批准擅离工作区域HSKP 020Telephone Skill电话技巧HSKP 021Cleaning The Public Telephone公用电话清洁HSKP 022Cleaning Furniture家具清洁HSKP 023Cleaning The Guest Corridors楼层过道清洁HSKP 024Providing Turndown Service夜床服务HSKP
4、025Cleaning Service Areas And Emergency Stairway服务区和应急区的清洁HSKP 026Sweep Log清洁记录HSKP 027Handling Guest Laundry处理宾客洗衣HSKP 028Uniform Room Procedures制服程序HSKP 029Handling Guestroom Trash客房垃圾处理HSKP 030Empty the Wastebasket清除垃圾HSKP 031Vacuuming of Public Areas公共区域吸尘HSKP 032AM/PM Discrepant Rooms Report早中班
5、房态差异报告HSKP 033Definition of a Guest宾客诠释HSKP 034Handle Guest Complaints处理客人投诉HSKP 035Job Safety岗位安全HSKP 036Personal Safety个人安全HSKP 037Priority Cleaning优先清洁HSKP 038Do Not Disturb请勿打扰HSKP 039Guest Room Security房间安全HSKP 040Room Service Trays Removal送餐餐盘撤出STANDARD OPERATING PROCEDUREPOLICY NO.SUBJECT项目HS
6、KP 041Housekeeping Department Hygiene and Grooming Standard房间清洁和卫生标准HSKP 042Guest Room Cleaning房间清洁HSKP 043Make A bed做床HSKP 044Bathroom Cleaning卫生间清洁HSKP 045Proper Behaviour for Housekeeping Staffs客房员工正确行为举止HSKP 046Use A Vacuum Cleaner吸尘器的使用HSKP 047Handling baby Crib / Cot处理婴儿床HSKP 048Regular Turndo
7、wn Service夜床服务规范HSKP 049Executive Floor Lounge Cleaning Hours行政楼层工作时间HSKP 050Flower Ordering /Arrangements鲜花订购、安排HSKP 051Executive Floor Guests / VIP Flower Ordering/ Arrangements行政楼层客人/VIP 鲜花订购安排HSKP 052Executive Floor Guests / VIP Turndown Service行政楼层/VIP开夜床服务HSKP 053Cleanliness & Hygiene清洁及卫生HSKP
8、 054Daily Check List每日检查表HSKP 055Equipment Usage设备使用HSKP 056Newspaper & Magazines报纸和杂志HSKP 057Reception Service迎宾服务HSKP 058Towels毛巾HSKP 059Administration管理HSKP 060Quality Control质量控制HSKP 061Normal, Express and Pressing Service一般，特殊和熨烫服务HSKP 062Guest Laundry Pick Up & Distribution收送洗衣服务HSKP 063Handli
9、ng Clean Linen干净布草的处理HSKP 064Soiled Linen Handling脏布草的处理HSKP 065Room Linen Discard Procedures布草报损程序HSKP 066Receiving of Uniform & Linen from Supplier更换制服，补充布草HSKP 067Storage of Chemicals药水储存HSKP 068Machinery机器HSKP 069Linen Room attendant & Its Function布草服务员及其职能HSKP 070Floor Linen Control 楼层布草控制HSKP
10、071Linen & Uniform Inventory布草制服盘存HSKP 072Uniform Control制服控制HSKP 073Receiving of Uniform 换制服HSKP 074Issue Uniform to Banquet 发放宴会制服HSKP 075Issue F & B Linen发放餐饮布草HSKP 076Processing Linen布草处理STANDARD OPERATING PROCEDURESSubject项目STANDARDS OF CLEANLINESS 清洁标准 Effective Date有效日期16、JULY 2004Policy No 序
11、号HSKP-001 Issued by发出者 RDMPage页码 1 of 4Approved by批准人HOTEL MANAGER酒店经理Distribution描述 All Associates全体员工部门经理Objective: 目标 To ensure consistent quality standard of cleanliness at Hotel are meet at all times.随时保证酒店的清洁质量标准。Policy Statement: 政策It is the policy of Hotel that cleanliness standards must be
12、established to identify the level and quality of cleanliness expected after an area or object has been cleaned. All employees engaged in providing cleaning services throughout Hotel guest rooms will be trained on how to perform their cleaning assignment to meet and exceed following STANDARDS OF CLEA
13、NLINESS.根据酒店制定并确定的清洁质量标准政策来做好区域清洁卫生，所有员工在从事工作之前必须得到培训如何履行清洁工作并超越我们的清洁服务标准。Procedure: 程序ITEM STANDARDS OF CLEANLINESS条款 清洁标准ROOM SCENT 房间气味No smoke odor or any other type of smell. It should be smell nice and clean, “fresh scent”.没有烟味或其它味道。空气清新，干净ALL LINEN/TOWELS所有布草Fresh smelling, free of stains and tears.干净，没有污点和破损。CARPETS地毯Clean-no odors, stains or spots. Free of any visible dirt or soil。Edges clean/no dust build-up, free of ri
