客房清洁楼层公共区域及遗留物品管理制度.docx
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客房清洁楼层公共区域及遗留物品管理制度.docx
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客房清洁楼层公共区域及遗留物品管理制度
客房清洁、楼层、公共区域及遗留物品管理制度
第一章 楼层规章制度
Purpose目的:
To maintain guest satisfaction and discipline in the floor section
为了保证客人的满意度和楼层分部门的纪律性
Procedures政策:
1 Make yourself look well before on duty.
上岗之前,必须做好本人的仪容、仪表工作。
2 Say hello to the guests with smiling and courtesy. Answer the guests' questions correctly and help to solve the guests' problems.
面带笑容、礼貌地打招呼,正确回答客人的问题,帮助解决客人所提出的问题。
3 Forbid cutting the nail、combing the hair、doing personal things and spitting anywhere in the guest areas.
禁止在客用区域剪指甲、梳头发以及做私事,严禁随地吐痰。
4 Forbid smoking in the floor area. Do well in the fire control and security. Forbid hidden danger.
严禁在楼层区域吸烟。
严格做好消防、安全等措施,杜绝安全隐患。
5 Forbid socking、chewing gum、reading newspaper、sleeping and making noise loudly.
工作时间禁止吃零食和嚼口香糖、看书报、睡觉和大声喧哗。
6 Forbid taking a bath in duty time.
不得在上班时间洗澡。
7 Hand the goods picked up anywhere to the housekeeping.
在任何地方捡到东西要立即上交房务中心。
8 Abide by the system of the carry-over's management. Hand the carry-over to the housekeeping before off duty on the same day.
遵守遗留物品管理制度,遗留物品必须于当天下班前上缴房务中心。
9 Forbid using the guest's elevator except special situations allowed by superior.
不得使用客用电梯,特殊情况得到上级批准后方可使用。
10 Forbid discussing the guests beyond them. Regard people in and abroad as the same.
不得在客人面前或背后议论客人。
中外宾客要一视同仁。
11 Unite and help each other between colleagues. Forbid discuss colleagues unfairly and making disagreement among colleagues.
同事之间必须团结协作、互助互爱。
不得非议同事,不得挑拨离间。
12 Forbid staying at hotel off duty time. Put on the uniform if necessary while working.
非工作时间不得逗留在酒店,如因工作需要必须换好制服。
13 Forbid taking or using the hotel articles not allowed secretly.
任何员工不得私拿、私用酒店的财物。
14 Report to the leadership if the staff accepted the guest's gifts. The staff can take the gifts out from the hotel with the agreement of the manager.
任何宾客赠予的物品必须上报当班主管,经部门经理同意后,开具出门条方可带出酒店。
15 Forbid leaving the duty without permission and changing the duty at will.
不得擅离职守,不得随意窜岗。
16 Obey the work arrangement by the superior. If the staff has any appeals, the staff could complain to the superior, but one by one up.
服从上级领导的工作安排。
如需要投诉或申诉,可向上一级管理人员反映,但必须逐级投诉、不得越级。
17 Abide by the dining time, the staff must hand over the work to the next staff.
严格遵守用餐时间,用餐时必须与相邻员工交接。
18 Abide by the system of leaving.
严格遵守请假制度。
第二章 公共区域规章制度
Purpose目的:
To maintain guest satisfaction and discipline in the PA section
为了保证客人的满意度和公共区域分部门的纪律性
Procedures政策:
1 Make yourself look well before on duty.
上岗之前,必须做好本人的仪容、仪表工作。
2 Say hello to the guests with smiling and courtesy. Answer the guests' questions correctly and help to solve the guests' problems.
面带笑容、礼貌地打招呼,正确回答客人的问题,帮助解决客人所提出的问题。
3 Operate according to the department's program and standard.
严格按照部门操作流程及操作规范进行操作。
4 Forbid cutting the nail、combing the hair、doing personal things and spitting anywhere in the guest areas.
禁止在客用区域剪指甲、梳头发以及做私事,严禁随地吐痰。
5 Forbid smoking in the floor area. Do well in the fire control and security. Forbid hidden danger.
严禁在工作区域内吸烟。
严格做好消防、安全等措施,杜绝安全隐患。
6 Forbid socking、chewing gum、reading newspaper、sleeping and making noise loudly.
工作时间禁止吃零食和嚼口香糖、看书报、睡觉和大声喧哗。
7 Hand the goods picked up anywhere to the housekeeping.
在任何地方捡到东西要立即上交房务中心。
8 Forbid using the guest's elevator except special situations allowed by superior.
不得使用客梯,特殊情况得到上级批准后方可使用。
9 Forbid discussing the guests beyond them. Regard people in and abroad as the same.
不得在客人面前或背后议论客人。
中外宾客要一视同仁。
10 Keep the work environment neat and clean. Report the unusual situations in the work areas to the captain、supervisor、deputy executive housekeeper and executive housekeeper in time.
保持工作环境整齐、洁净。
对于工作区域内的所有异常情况应及时汇报当班领班、主管、行政副管家及行政管家。
11 Unite and help each other between colleagues. Forbid discuss colleagues unfairly and making disagreement among colleagues.
同事之间必须团结协作、互助互爱;不得非议同事,不得挑拨离间。
12 Forbid staying at hotel off duty time. Put on the uniform if necessary while working.
非工作时间不得逗留在酒店,如因工作需要必须换好制服。
13 Forbid taking or using the hotel articles not allowed secretly.
任何员工不得私拿、私用酒店的财物。
14 Do well in the connecting the work and fill in the connecting work book. Connect and report the work unfinished or not finished.
做好两班交接工作,填写好工作交接本。
对于未完成或无法完成的工作也应予以交接和汇报。
15 Forbid leaving the duty at will and abide by the system of leaving. Abide by the arrangement of work and forbid changing the work at will and overtime if necessary.
不得擅离职守;遵守请假制度;遵守班次安排,不得随意换班;必要时配合加班。
16 Obey the work arrangement by the superior. If the staff has any appeals, the staff could complain to the superior, but one by one up.
服从上级领导的工作安排、指派、调动,按质按量完成当日的工作。
如需要投诉或申诉,可向上一级管理人员反映,但必须逐级投诉、不得越级。
17 Abide by the dining time, the staff must hand over the work to the next staff. Abide by the system of leaving.
严格遵守用餐时间,用餐时必须与相邻员工交接;严格遵守请假制度。
18 Punish the staff that makes the error by disobeying the operations according to the employee handbook.
对于员工擅自违反操作规范所引起的相关过失,将按照酒店的《员工手册》予以处罚。
第三章 布草房和洗衣房规章制度
第一节 布草房规章制度
Purpose 目的:
To maintain guest satisfaction and discipline in the uniform room
为了保证客人的满意度和布草房的纪律性
Procedures政策:
1 Have on the uniform according to the hotel's request. Examine the appearance oneself.
按照酒店要求着装,上岗前自查仪容仪表。
2 Forbid the free person to enter the uniform room.
禁止非工作人员进入布草房。
3 Forbid socking、chewing gum、reading newspaper、sleeping and making noise loudly. Forbid doing personal things.
上班时禁止吃零食、嚼口香糖、看书报、睡觉和大声喧哗。
上班时不得做私事。
4 Hand the goods picked up anywhere to the housekeeping.
不得使用客梯,特殊情况必须得到上级批准后方可使用。
5 Report the unusual situations in the work areas to the captain、supervisor、deputy executive housekeeper and executive housekeeper in time.
对于工作区域内的所有异常情况应及时汇报当班主管、行政副管家及行政管家。
6 Forbid smoking in the floor area. Do well in the fire control and security. Forbid hidden danger.
严禁在工作区域内吸烟。
严格做好消防、安全等措施,杜绝安全隐患。
7 Forbid leaving the duty at will and abide by the system of leaving. Abide by the arrangement of work and forbid changing the work at will and overtime if necessary.
不得擅离职守;遵守请假制度;遵守班次安排,不得随意换班;必要时配合加班。
8 Abide by the superior arrangement、change and finish the work with satisfaction of quality and quantity in a day.
服从上级的指派、调动,按质按量完成当日的工作。
9 Forbid taking or using the hotel articles not allowed secretly. And take good care of the hotel's articles.
不得私拿、私用酒店物品,爱护酒店财产。
10 Do well in the connecting work and fill in the connecting work book.
做好两班交接工作,填写好工作交接本。
11 Connect and report the work unfinished or not finished.
对于未完成或无法完成的工作也应予以交接和汇报。
12 Unite and help each other between colleagues. Forbid discuss colleagues
unfairly and making disagreement among colleagues.
同事之间必须团结协作、互助互爱;不得非议同事,不得挑拨离间。
13 Forbid staying at hotel off duty time. Put on the uniform if necessary while working.
非工作时间不得逗留在酒店,如因工作需要必须换好制服。
14 Obey the work arrangement by the superior. If the staff has any appeals, the staff could complain to the superior, but one by one up.
服从上级领导的工作安排。
如需要投诉或申诉,可向上一级管理人员反映,但必须逐级投诉、不得越级。
15 Keep the work environment neat and clean.
保持工作环境整齐、洁净。
16 Operate according to the operation and procedure of the hotel's request. Change the uniform one by one.
严格按照操作规范和操作程序来操作。
更换制服时做到一套一换或一件一换。
17 Provide considerate and kind service for all the staffs. Pay for the money if the staffs broke or lose the uniform by personal causes.
为所有员工提供礼貌、周到的服务;任何由于员工个人原因造成的制服损坏、丢失,须按《员工手册》作相应的赔偿。
18 Check and guarantee the door、window and power source are closed before off the duty every day.
每天晚班下班前必须检查并确保门、窗、电源等关闭后方能下班。
19 Punish the staff that makes the error by disobeying the operations according to the employee handbook.
对于员工擅自违反操作规范所引起的相关过失,将按照酒店的《员工手册》予以处罚。
第四章 请假制度
Purpose目的:
To maintain guest satisfaction and discipline in the department
为了保证客人的满意度和部门的纪律性
Procedures政策:
◆ Leave 病假
a. If asking for leave, the staff should advance a day with the leave certification.
员工请病假必须持有医院出具的病假证明,提前一天向部门主管请假。
b. The emergency leave can be allowed on day but with emergency certification and phone to the supervisor on duty in the morning.
急诊病假可于当天早上打电话向当班主管请假,但须有急诊病假单。
c. Go to work on the first day after leaving with the certification and case history card.
病假后首日上班,员工必须持医院出具的病假证明及病历卡。
d. If he staff has some rest days, the supervisor can decide whether the rest days could compensate with leaving days.
如果病假员工有欠假,主管可根据情况决定是否用调休抵冲病假。
◆ Case leave 事假
a. The staff must put forward the written application advance three days; the staff can leave after permission.
员工请事假必须提前三天提出书面申请(填写请假申请表),经批准后方可休假。
b. A leaving day should be agreed by supervisor.
请假一天须经部门主管同意。
c. Above two leaving days should be approved by the department manager and the human resources department.
请假二天以上,必须经部门及人力资源部审批,同意后方可休假。
◆ Wedding leave、maternity leave、funeral leave、visiting relative leave
婚假、产假、丧假、探亲假
a.Ask the above leaves should be advanced to apply for.
所有员工请以上假期一律必须提前申请。
b. The leave system can be referred to the employee handbook.
具体请假制度参照酒店《员工手册》。
第五章 客房清洁制度
Purpose目的:
To ensure guest satisfaction and comfortable
为了保证客人的满意度和舒适度
Procedures 政策:
1 The guest rooms should be cleaned every day without special situation.如无特殊情况,客房每天必须有员工打扫。
2 Change the bed sheet、quilt cover and pillowslip used every day and guarantee there are no smut、no hair and no dilapidation.
用过的床单、被套、枕套必须每天一换,保证无污迹、无毛发、无破损。
3 For the environmental room, the staff should report the room number to the housekeeping and write it down.
对于环保的房间,员工必须将房号上报房务中心,记录在案。
4 The cups should be disinfected after cleaning in the workshop.
杯子必须拿到工作间清洗后消毒。
5 The toilet、bath tub、shower room and basin should be cleaned by disinfectant.
恭桶、浴缸、冲淋房、面盆必须用消毒清洗剂清洗。
6 Change four towels used every day.
用过的四巾、浴袍必须更换。
7 The one-off expendables such as the tooth tool、slipper、wood comb should be changed one for one guest in principle.
牙具、拖鞋、木梳等一次性消耗品原则上一客一换,不得浪费,不得私自使用或送给他人使用。
8 The telephones must be cleaned and disinfected in the guest room every day.
客房内的电话机必须每日清洁、消毒。
9 Clean the room according to the procedure.
必
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- 客房 清洁 楼层 公共 区域 遗留 物品 管理制度