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酒店管理客房酒店客房部目录第一章管家部组织结构图ORGANIZATION CHART第二章管家部岗位职责POSITION RESPONSIBILITYOF H.K DEPT
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2.2楼层经理Head FloorSupervisor
2.3楼层领班Floor Captain
2.4楼层服务员Room Attendant
2.5楼层清扫员Room Cleaner
2.6公共区域经理Public AreaSupervisor
2.7公共区域领班Public AreaCaptain
2.8公共区域服务员Public AreaAttendant
2.9花房管理员Florist
2.10公共区域清洁工Public AreaCleaner
2.11洗涤部经理Laundry Manager
2.12洗涤部领班Laundry CaptainDryCleaner
2.13干洗工Washer-Large Items
2.14大湿洗工Washer-Small Items
2.15小湿洗工Flat Work Ironer
2.16平烫工
2.17布草折叠工Linen FoldingAttendant
2.18布草收发员Linen Delivery Maid
2.19制服收发员Uniform Delivery Maid第三章管家部各岗位操作程序HK.DEPT.STANDARD OPERATIONPROCEDUREHead FloorSupervisor
3.1楼层经理Handling Guests Complains
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1.1处理客人投诉Floor Captain
3.2楼层领班Checking GuestRooms
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2.1检查客房Collecting Mini-bar Bill
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2.2收取小酒吧帐单Controlling wineBeverage
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2.3饮料管理Room AttendantPickingup KeepingRoom Key
3.3楼层服务员Filling inWineBeverage Bill
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3.1楼层钥匙领用和保管Washing-upDisinfecting Glassware
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3.2开酒水帐单Application ofKeeping ItemsHandling
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3.3杯具洗涤、消毒Request forOpening theDoor Greeting
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3.4客用品领用、存放the Guests
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3.5客人要求开门Delivering Properties Left Behindby Guest
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3.6引领客人进房Guest Check-out
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3.7报交遗留物品338客人离店结帐
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3.9查走客房（遗留物品）Check-up C/0Room
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3.10做夜床
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5.1核对未进店客房报告
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3.11开房门
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5.2核对查房报告
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3.12加床
3533.
3.13铺床Providing Turn-down Service
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3.14上毛巾、茶水Opening theDoor
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3.15客房二次打扫Handling Requestfor ExtraBed
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3.16重点宾客进房Making theBed
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3.17擦皮鞋Offering Towel/Tea Service
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3.18翻转床垫Re-cleaning theRoom
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3.19洗涤浴帘Receiving VIP
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3.20吸尘器使用和保养Providing FreeShoe ShiningService
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3.21处理意外损坏宾客物品Turning theMattress
3.4客房清扫员Washing ShowerCurtain
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4.1整理工作车UsingMaintaining VacuumCleaner
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4.2打扫住客房Dealing withDamaging GuestsArticlesRoom Cleaner
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4.3清扫卫生间Cleaning upMaid s Cart
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4.4工作车摆放Making upOccupied Room
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4.5空房清扫Making upWashing Room
3.5客房中心服务员Maid7sCartSettingChecking RoomReport客用品的借用登记和保管Item sLoan/Registration/KeepingMaking upVacant RoomHousekeeping Center AttendantCheckingNo-show RoomReport接打内部电话ReceivingMaking InsideCall35…处理前台报……附录客房中心常备客用品清单Appendix:List ofItems Preparedin
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6.16花岗岩地面晶硬处理
3.6PA服务员HousekeepingCenter
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6.1石材日常保养PA Attendant362大理石地面打蜡Marble DailyMaintenance
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6.3大理石地面起蜡Polishing Marblewith Wax
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6.4石材墙壁上蜡Wax RemoveFrom Marble
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6.5清洗地毯（干泡）Polishing Wallwith WaxCleaningCarpetDry-clear
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6.6洗地毯（抽洗）Washing Carpet
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6.7沙发抽洗Washing Sofa
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6.8清洁铜条Cleaning CopperStrip
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6.9清洁客梯Cleaning日evator
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6.10清洗吸尘器Cleaning VacuumCleaner
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6.11使用三合一抽洗机Using WetVacuum CarpetExtractor
3.
6.12使用洗地机Using CleanMarble Machine
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6.13使用吸水机Using WetDry VacuumCleaner
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6.14使用高速抛光机Using UltraHigh SpeedMachine
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6.15清洁玻璃
3.7PA保洁工PA CleanerPolishthe Window-panes
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9.3交接餐饮、康乐织品Crystallize Marble
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9.4发送客房布草
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1.1棉尘推药剂处理Spray FloorDust Removeron theMop
1.
1.2推尘（清洁大理石地面）Dust RemovedFrom FloorCleaning the
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1.3清洁各公共区域卫生Public AreasCleaning WashingRoom
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1.4洗手间日常清洁保养Dealing withDrunk GuestsUniformDelivery Maid
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1.5客人醉酒呕吐处理Appling forGiving OutUniform
3.8制服收发员CountingSending Uniform
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8.1新制服申领、发放Taking overUniform
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8.2制服收发Counting DirtyUniform
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8.3交接制服Checking UniformCleaned
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8.4清点脏制服Steps toHandle UniformScraped
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8.5核对接收已清洗制服Inventorying Uniform
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8.6处理旧制服报损Appling forReturning Uniformfor
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8.7制服盘点Staff FinishingWork forUniform
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8.8入店、离店人员领退制服DeliveryMaidSteps toSewing Uniform
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8.9制服收发员收尾Maintaining SewingMachine
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8.10缝补制服Linen DeliveryMaid
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8.11缝纫机保养Taking Overlinen
3.9布草收发员Application ofLinen
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9.1交接布草Taking overFB andHR DeptLinen
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9.2布草领用Sending OutLinen ofH.K Dept
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13.2客衣检查、分类
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9.5布草盘点Inventorying Linen
3.10花房管理员Florist
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10.1绿色植物保养Preserving GreenPlants
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10.2保养公共区域插花Preserving Flowersin PublicArea
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10.3送花Sending Flowers
3.11客衣服务员Guest ClothesDeliveryMaid
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11.1收包Collecting Clothes
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11.2点数Counting Clothes
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11.3打码Marking onClothes
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11.4叠衣Folding Clothes
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11.5装包Packing Clothes
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11.6送衣Sending Clothes
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11.7处理遗留物品Dealing withPropertiesLeftby GuestsExpressValet Service
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11.8加快洗衣VIP ValetService
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11.9贵宾洗衣Washer-large Items
3.12大湿洗工Laundering LinenFBH.K Dept.
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12.1客房、饮食布草洗涤Using Washed-large ItemsMachine
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12.2使用大湿洗机Using DryMachine
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12.3使用烘干机Washer-small Items
3.13小湿洗工Preparation ofTurning onMachine
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13.1开机准备CheckingClassifying Clothes
3.17布草折叠工Remove StainFrom Clothes
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13.3客衣去迹Laundering GuestsClothes
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13.4客衣洗涤Using Washed-Small ItemsMachine Flat
3.
13.5使用小湿洗机WorkIronerTurning onPreparation of
3.14平烫工Turning onMachine IroningNapkin
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14.1开机准备Pillow-case IroningLinen
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14.2熨烫口布、枕套Using FlatIroning Machine
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14.3熨烫布草（床单、台布）Presser
3.
14.4使用大烫机Preparation
3.15手烫工Ironing Suit
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15.1岗位准备Ironing SilkClothes
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15.2熨烫西服上衣Ironing Trousers
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15.3熨烫真丝服装Ironing Shirt
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15.4熨烫西裤Ironing T-shirt
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15.5熨烫衬衫Dry-cleaner
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15.6熨烫T恤衫Using Dry-cleaning Machine
3.16干洗工Using ModelMachine
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16.1使用干洗机Linen FoldingAttendant
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16.2使用人像机第四章管家部管理制度H.K DEPT.MANAGEMENT SYSTEN
4.1管家部安全管理制度Safety Regulation
4.2楼层客房安全管理制度Safety Regulationof GuestRooms
4.3管家部卫生管理制度Hygiene ManagementRegulation
4.4管家部防火制度Fire PreventionRegulation
4.5Handling GuestsReport ofLoss客人失窃处理制度
4.6Regulation onCaring forIII Guests客人急病处理制度
4.7Caring forDrunk GuestsRegulation客人醉酒处理制度
4.8客人携带宠物和易燃易爆品处理制度Handling PetDangerous Goods
4.9客人带走客房物品处理制度Handling RoomItems Takedby Guests
4.10来访人员登记制度Visitor RegistrationRegulation
4.11领班查房制度Captain InspectingRoom Regulation
4.12洗涤房管理制度Laundry ManagementRegulation
4.13树木花卉管理制度PlantsFlowers ManagementRegulation
4.14草地保养管理制度Lawn ManagementRegulation。
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