洲际酒店集团
目录
CATALOGUE
第一章管家部组织结构图 1
ORGANIZATION CHART
2管家部岗位职责1-25
POSITION RESPONSIBILITY OF H.K DEPT
2.1 管家部经理H.K Dept. Manager 2
2.2 楼层经理Head Floor Supervisor 3 2.3 楼层督导Floor Captain 5 2.4 楼层服务员Room Attendant 7
2.5 楼层清扫员Room Cleaner 9
2.6 公共区域经理Public Area Supervisor 11
2.7 公共区域督导Public Area Captain12
2.8 公共区域服务员Public Area Attendant13
2.9 花房管理员Florist14
2.10 公共区域清洁工Public Area Cleaner15
2.11 洗涤部经理Laundry Manager16
2.12 洗涤部督导Laundry Captain17
2.13 干洗工Dry Cleaner18
2.14 大湿洗工Washer-Large Items20
2.15 小湿洗工Washer-Small Items 21
2.16 平烫工Flat Work Ironer22
2.17 布草折叠工Linen Folding Attendant23
2.18 布草收发员Linen Delivery Maid24
2.19 制服收发员Uniform Delivery Maid25
3管家部各岗位操作程序27-136
HK.DEPT.STANDARD OPERATION PROCEDURE
3.1 楼层经理Head Floor Supervisor 27
3.1.1 处理客人投诉Handling Guest’s Complains27
3.2 楼层督导Floor Captain28-31
3.2.1 检查客房Checking Guest Rooms 28
3.2.2 收取小酒吧帐单Collecting Mini-bar Bill30 3.2.3 饮料管理Controlling wine & Beverage 31
3.3 楼层服务员Room Attendant32-53
3.3.1 楼层钥匙领用和保管Picking up& Keeping Room Key 32
宾馆服务员管理制度
3.3.2 开酒水帐单Filling in Wine & Beverage Bill 33
3.3.3 杯具洗涤、消毒Washing-up & Disinfecting Glassware34
3.3.4 客用品领用、存放Application of &Keeping Items35
3.3.5 客人要求开门Handling Request for Opening the Door 36
3.3.6 引领客人进房Greeting the Guests37
3.3.7 报交遗留物品Delivering Properties Left Behind by Guest38
3.3.8 客人离店结帐Guest Check-out 39
3.3.9 查走客房（遗留物品）Check-up C/O Room40
3.3.10 做夜床Providing Turn-down Service41
3.3.11 开房门Opening the Door 43
3.3.12 加床Handling Request for Extra Bed 44
3.3.13 铺床Making the Bed45
3.3.14 上毛巾、茶水Offering Towel / Tea Service46
3.3.15 客房二次打扫Re-cleaning the Room47
3.3.16 重点宾客进房Receiving VIP48
3.3.17 擦皮鞋Providing Free Shoe Shining Service49
3.3.18 翻转床垫Turning the Mattress50
3.3.19 洗涤浴帘Washing Shower Curtain51
3.3.20 吸尘器使用和保养Using & Maintaining Vacuum Cleaner52
3.3.21 处理意外损坏宾客物品Dealing with Damaging Guests ’Articles 53
3.4 客房清扫员Room Cleaner 54-59
3.4.1 整理工作车Cleaning up Maid’s Cart54
3.4.2 打扫住客房Making up Occupied Room55
3.4.3 清扫卫生间Making up Washing Room57
3.4.4 工作车摆放Maid’s Cart Setting58
3.4.5 空房清扫Making up Vacant Room 59
3.5 客房中心服务员Housekeeping Center Attendant 60-64 3.5.1 核对未进店客房报告Checking No-show Room Report 60 3.5.2 核对查房报告Checking Room Report61 3.5.3 客用品的借用、登记和保管Item’s Loan /Registration / Keeping62 3.5.4 接打内部电话Receiving & Making Inside Call63 3.5.5 处理前台报表Dealing with Dept. Reports64附录：客房中心常备客用品清单
3.6 PA服务员PA Attendant 65-81 3.6.1 石材日常保养Marble Daily Maintenance65 3.6.2 大理石地面打蜡Polishing Marble with Wax66 3.6.3 大理石地面起蜡Wax Remove From Marble 67 3.6.4 石材墙壁上蜡Polishing Wall with Wax 68 3.6.5 清洗地毯（干泡）Cleaning Carpet(Dry-clear)69 3.6.6 洗地毯（抽洗）Washing Carpet 70 3.6.7 沙发抽洗Washing Sofa72 3.6.8 清洁铜条Cleaning Copper Strip73 3.6.9 清洁客梯Cleaning Elevator74 3.6.10 清洗吸尘器Cleaning Vacuum Cleaner 75 3.6.11 使用三合一抽洗机Using Wet Vacuum Carpet Extractor 76 3.6.12 使用洗地机Using Cle
an Marble Machine 77 3.6.13 使用吸水机Using Wet & Dry Vacuum Cleaner 78 3.6.14 使用高速抛光机Using Ultra High Speed Machine 79 3.6.15 清洁玻璃Polish the Window-panes 80 3.6.16 花岗岩地面晶硬处理Crystallize Marble 81 3.7 PA保洁工PA Cleaner 82-86 3.7.1 棉尘推药剂处理Spray Floor Dust Remover on the Mop 82 3.7.2 推尘（清洁大理石地面）Dust Removed From Floor 83 3.7.3 清洁各公共区域卫生Cleaning the Public Areas 84 3.7.4 洗手间日常清洁保养Cleaning Washing Room 85 3.7.5 客人醉酒呕吐处理Dealing with Drunk Guests 86 3.8制服收发员Uniform Delivery Maid87-97 3.8.1 新制服申领、发放Appling for & Giving Out Uniform 87
3.8.2 制服收发Counting & Sending Uniform88 3.8.3 交接制服Taking over Uniform
3.8.4 清点脏制服Counting Dirty Uniform 90 3.8.5 核对接收已清洗制服Checking Uniform Cleaned 91 3.8.6 处理旧制服报损Steps to Handle Uniform Scraped 92 3.8.7 制服盘点Inventorying Uniform 93 3.8.8 入店、离店人员领退制服Appling for & Returning Uniform for Staff 94 3.8.9 制服收发员收尾Finishing Work for Uniform Delivery Maid 95 3.8.10 缝补制服Steps to Sewing Uniform 96 3.8.11 缝纫机保养Maintaining Sewing Machine 97 3.9 布草收发员Linen Delivery Maid 98-102 3.9.1 交接布草Taking Over linen 98 3.9.2 布草领用Application of Linen 99 3.9.3 交接餐饮、康乐织品Taking over F&B and H&R Dept Linen 100 3.9.4 发送客房布草Sending Out Linen of H.K Dept 101 3.9.5 布草盘点Inventorying Linen 102 3.10花房管理员Florist 103-105 3.10.1 绿植物
保养Preserving Green Plants 103 3.10.2 保养公共区域插花Preserving Flowers in Public Area 104 3.10.3 送花Sending Flowers 105 3.11客衣服务员Guest Clothes Delivery Maid 106-114 3.11.1 收包Collecting Clothes 106 3.11.2 点数Counting Clothes 107 3.11.3 打码Marking on Clothes 108 3.11.4 叠衣Folding Clothes 109 3.11.5 装包Packing Clothes 110 3.11.6 送衣Sending Clothes 111 3.11.7 处理遗留物品Dealing with Properties Left by Guests 112 3.11.8 加快洗衣Express Valet Service 113 3.11.9 贵宾洗衣VIP Valet Service 114 3.12大湿洗工Washer-large Items 115-117 3.12.1 客房、饮食布草洗涤Laundering Linen F&B & H.K Dept . 115
3.12.2 使用大湿洗机Using Washed-large Items Machine 116 3.12.3 使用烘干机Using Dry Machine 117 3.13小湿洗工Washer-small Items 118-123 3.13.1 开机准备Preparation of Turning on Machine 118 3.13.2 客衣检查、分类Checking & Classifying Clothes 119 3.13.3 客衣去迹Remove Stain From Clothes 120 3.13.4 客衣洗涤Laundering Guests’ Clothes 122 3.13.5 使用小湿洗机Using Washed-Small Items Machine 123 3.14平烫工Flat Work Ironer Turning on 124-127 3.1
4.1 开机准备Preparation of Turning on Machine 124 3.14.2 熨烫口布、枕套Ironing Napkin & Pillow-case 125 3.14.3 熨烫布草（床单、台布）Ironing Linen 126 3.14.4 使用大烫机Using Flat Ironing Machine 127 3.15手烫工Presser 128-133 3.1
5.1 岗位准备Preparation 128 3.15.2 熨烫西服上衣Ironing Suit 129 3.15.3 熨烫真丝服装Ironing Silk Clothes 130 3.15.4 熨烫西裤Ironing Trousers 131 3.15.5 熨烫衬衫Ironing Shirt 132 3.15.6 熨烫T恤衫Ironing T-shirt 133 3.16干洗工Dry-cleaner 134-136 3.1
6.1 使用干洗机Using Dry-cleaning Machine 134 3.16.2 使用人像机Using Model Machine 135 3.17布草折叠工Linen Folding Attendant 136
4管家部管理制度137-152
H.K DEPT.MANAGEMENT SYSTEN
4.1 管家部安全管理制度Safety Regulation 137 4.2 楼层客房安全管理制度Safety Regulation of Guest Rooms 138 4.3 管家部卫生管理制度Hygiene Management Regulation 139 4.4 管家部防火制度Fire Prevention Regulation 141 4.5 客人失窃处理制度Handling Guests’ Report of Loss 142 4.6 客人急病处理制度Regulation on Caring for Ill Guests 143
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