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1、 STANDARD OPERATING PROCEDURES标 准 操 作 程 序 HSKP - 001Lost and Found 失物招领HSKP - 002Entering Guest Rooms 进入客房 HSKP - 003Shoe Shine Service 擦鞋服务HSKP 004 GUEST REQUEST ITEMS 客人要求项目HSKP - 005Guest Request Items 客人要求项 HSKP - 006Room Wait Requests 房间等候要求 HSKP - 007Work Orders 维修通知单HSKP - 008Allowing Access
2、To Guest Rooms 允许进入客房HSKP - 009Gratuities / Tips 赠物/小费HSKP - 010Chain Of Command 指挥系统 HSKP - 011Handling Guest Laundry 处理客人洗衣 HSKP - 012Definition of A Guest 一个客人的定义HSKP - 013 Handle Guest Complaints 处理客人投诉HSKP - 014Job Safety 工作安全 HSKP - 015 Equipment Usage 设备使用HSKP - 016 Newspaper & Magazines 报刊杂志
3、HSKP - 017 Reception Service 接待服务 HSKP - 018Quality Control 质量控制HSKP - 019Normal, Express and Pressing Service 正常，快洗及烫衣服务HSKP - 020Guest Laundry Pick Up & Distribution 客人送洗衣物收集发放 STANDARD OPERATING PROCEDURESSubject: LOST AND FOUND失物招领Effective Date: 4. 2010Policy No: HSKP-001Issued by: EXE.Housekee
4、perPage: 1 of 4Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标 To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.确保失物招领程序能被完全地执行，以便在客人询问时能及时地反应。Policy Statement政策 It is th
5、e policy of Hotel that Employees are expected to check-out rooms thoroughly for items left behind from the Previous guest. Any Lost & Found items are required to be properly logged and bagged. Employees should record information including their name, the room number and the date the item was found.
6、Then, they should turn it into the Lost & Found Office in a timely manner for further tagging purposes.使员工在离店房彻底检查客人遗留的物品，所有丢失物品应被登记及包装，应记录包括员工姓名，房号，日期等相关信息。然后员工应将这些物品及时上交给失物招领处，以便进一步作好标记工作。Procedure:程序LOST ITEMS丢失物品Should any item be reported lost within the confines of the hotel, all inquires are
7、to be directed to the Housekeeping Department which is responsible for the recording and storage of all unclaimed items.任何在酒店范围内丢失的物品提出丢失，应直接向客房部提出，该部门负责记录及保存所有无人认领的物品。These items must be logged and include:所有失物应被登记，包括以下项目：Name & Address姓名及地址Item description物品描述Where lost, when and time何处何时丢失Contact
8、 telephone number联系电话Should it be found that Housekeeping has no record of the item in question, then further inquires should be directed to security and/or Guest Service Manager on duty. Should the request be after hours then the information is to be passed the Guest Service Manager who will follow
9、 up with Housekeeping at the earliest opportunity.若该物品在客房部未被记录，应直接向当值的保安或宾客服务经理提出。报失完毕后所有信息应交宾客服务经理，他将会同客房部跟进工作以尽快解决。FOUND ITEMS 拾到物品All items regardless of their apparent value (or lack thereof) will be handed into the Housekeeping Department for Safekeeping and recording purposes. The items in que
10、stion will be held in storage for a period of ninety (90) days or if recognized as a valuable and attractive item, one hundred and eight (180) days in the Front Officessafe.所有物品不论价值必须被上缴客房部保存及记录。这些物品将被保存90天，若属高价值物品将被保存在前厅部保险箱180天。At the end of these periods the items, if not claimed, will be returne
11、d to the finder for removal from Hotel or, if not wanted, passed to a recognized charity or destroyed.若逾期仍无人认领，将交给发现人带出酒店，或移交给经过验证的慈善机构，或销毁。FOUND ITEM(S)拾到物品1. The item is conveyed to Office Clerk in Housekeeping office.物品将被转交给客房部办公室人员。2. The item and details surrounding its discovery are logged int
12、o the Log Book.物品及与其发现相关的细节将被登记在登记本中。 Finders Name and Department 发现人姓名及部门 Item(s) description 物品描述 Where Found 拾到地点 Date found 日期3. The Assigned Housekeeping Employee will place the item(s) into a plastic bag and attach a tag to the bag, storing the item(s) in a suitable secure location.由指定的客房部员工将物
13、品装入塑料袋并贴上标签，保存在一个位置安全的箱子里。4. Valuable and attractive items such as credit cards, cameras, jewellery and/or cash will be secured in a safety deposit box assigned for this use and the separate keys will be held by the Front Office Manager. The Executive Housekeeper or his/her proxy may draw the key fr
14、om Front office when required. 高价值物品如信用卡，照相机，珠宝首饰或现金等应被存放在指定的保险箱中，钥匙由前厅部经理保管，行政管家或指定代理人可视情况从前厅部获取钥匙。5. Every time the Safety Deposit Box is opened, a record is to be made on the assigned S/D Card.需要打开保险箱，则需用S/D卡记录。6. Beverages in custody should be retained a short time if not claimed disposed of as
15、follows:饮料若无人认领将被保管一小段时间，按如下方式处理： Opened bottles should be poured out after 48 hours. 瓶子打开的将在48小时后被倒掉。 Unopened bottles of liquor should go to F & B but kept in Executive Housekeepers office for 48 hours.未打开瓶子的将在行政管家办公室存放48小时后送往餐饮部。7. Employees may not accept Alcoholic Beverages as tips.员工不得接受酒精饮料作为
16、小费。8. A separate mail log must be kept with the following information:单独邮寄记录包含如下信息： Date of shipment 寄出日期 Method of shipment 寄出方式 Guest name and address客人姓名及地址 Method of payment付款方式Due to the high cost of postage for international guest, pre-paid policy is preferred.由于对国外客人的邮寄费用高昂，所以宜使用提前付费政策。9. Ide
17、ntification is required if a guest is picking up a lost item in person.若客人亲自选领一件失物，则需出示身份证明。10. All Lost and Found items turned in after Housekeeping office closed for the evening should be turned into the Front Desk. The Night Manager should turn in all items to Housekeeping office in the following
18、 morning for proper documentation. 所有在夜间因客房部无人而未交到客房部办公室的失物应交往前台。夜值经理第二天早上交房部办公室记录备案。11. Employees who leave the employment of Hotel rescind all claims to items held by Housekeeping regardless of value.无论物品价值大小，解除劳动关系的酒店员工废除所有提出对所有保留在客房部的失物的所有权。Should this occur - disposal of items will be as follow
19、s:若发生这种情况-应按以下方式处理：Personal Items:Will be either destroyed or given to recognized charity for个人物品 disposal; 既可销毁也可捐给认可的慈善机构。Cash: Will be credited to Hotel via miscellaneous revenue or at the 现金 Discretion of the General Manager to the Employees Relation Account. 可计入酒店杂项收入，或由总经理决定计入与员工相关帐目中。Valuable
20、 items:Twice yearly a review of items held will be made and any item 贵重物品 not claimed will be auctioned off to the Employees and monies raisedcredited to miscellaneous revenue or at the discretion of the General Manager, to the Employees Relation Account. 一年二次清查所保存失物，无人认领的可向员工拍卖，所得收入可计入酒店杂项收入，或由总经理决
21、定计入与员工相关帐目中。ITEMS RETURNED TO VERIFIED OWNERS将失物交还给客人Should the owner (once verified) of a lost item make a claim before the end of the prescribed period, every effort will be made to return the item via the most practical and least expensive method. All actions and costs incurred by Hotel concernin
22、g the items return will be logged for reference in the appropriate area. This record will be kept available for perusal for a period of six months then debited.在规定保留期限前失主（一旦确认）提出认领，应尽量将失物以最有效且最经济的方式交还。酒店所有有关交还行为及其导致的费用将被登记作为适当领域的参考证明。这些记录将被保留6个月以备查验，过期后计入借方。COLLECTION/DISPOSAL OF UNCLAIMED ITEMS收集/处
23、理未认领的物品When no owner is found, the Employee who found the item may claim the item if desired. Housekeeping will compile a list of items available for collection on the 15th of every month and Employees are advised to check with Housekeeping on the day regarding collection of items. Housekeeping will
24、 hold the item(s) for a period of five days. Should Employees fail to collect items they will be disposed of as Hotel sees fit. Any claim submitted by any Employee after the five day time period will not be accepted.如未找到失主，发现失物的员工可根据需要宣布对该物品的所有权。将在每月15日编汇所收集失物的列表，员工可查看该表上所列物品项目。客房部将保留这些物品5天。如物品未被申领酒
25、店将视情况将之转卖。超过5天期限申领要求将不获批准。REMOVAL OF ITEM(S) FROM PROPERTY将失物带出酒店Prior to the item being taken off the hotel, it must be inspected by the Executive Housekeeper who attaches a Property Pass and a Lost and Found Form (security) to the item. The Employee must then proceed via where the paperwork will b
26、e checked and if correct, the Employee will be allowed to take the item(s) from the hotel. 在一样物品被带出酒店之前，应由行政管家检查并随物品附上通行证及失物招领表（保安部）。在所有文字材料齐全的情况下，员工方可将物品带出酒店。STANDARD OPERATING PROCEDURESSubject: ENTERING GUEST ROOMS 进入客房Effective Date: 4. 2010Policy No: HSKP-002Issued by: EXE.HousekeeperPage: 1 of
27、 2Approved by: General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标To ensure that guests are NOT being disturb while entering their rooms when services is needed.确保提供服务进入客房时客人不受到打扰。Policy Statement政策 It is the policy of Hotel that all Hotel Employees should
28、 follow proper procedures while entering guest rooms, and should respect guest privacy at all times. 所有酒店员工在进入客房时应遵循工作程序，并尊重客人隐私权。 Procedure程序Check the door lock检查门锁1. If there is DND sign, Do not knock.如有请勿打扰标记，不得敲门。2. If double lock pin is shown, it indicates the door is bolted and the guest is in
29、side. Do not knock. 如看到双锁栓，则说明客人在房间，不得敲门。At the entry door 在进门口1. Stand in front of the peephole.站在猫眼前。 2. Knock with your knuckles, and announce yourself and Department name.用指节敲门，报出你的身份及部门。3. Listen for a reply-always give the guest adequate time to respond.听候回答-给客人留出足够反应的时间。4. If no reply, insert
30、 key and slightly open the door. If you find the room is occupied, excuse yourself and return later.如没有回答，插入钥匙打开一条门缝。如发现房间有人，表示歉意并晚些在返回。Note注意:If the guest is in the room when you are entering.如进入房间时客人在。DO NOT just ignore the guest and start cleaning.不得忽视客人开始清洁。DO NOT just close the door, say nothin
31、g, and go away.不得只关上门什么也不说离开。DO say “Good morning/Good afternoon Sir/Madam.”要说“早上好/下午好，先生/女士。”ASK “May I make up your room? “What time would you like to have your room cleaned”(Take note on Room Assignment Slip and return at the time requested.) 问“我能打扫您的房间吗？”“您想什么时间打扫您的房间”（在房间分配卡上记下并在要求时间返回）STANDARD
32、 OPERATING PROCEDURESSubject: SHOE SHINE SERVICE 擦鞋服务Effective Date: 4.2010Policy No: HSKP-003 Issued by: EXE.HousekeeperPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective:目标To achieve guest satisfaction.使客人满意。Policy Statement:政策 It
33、is the policy of Hotel to provide 24 hours complimentary shoeshine service to our Hotel guests. All items should be shined and return as soon as possible.为客人24小时提供免费擦鞋服务。所有鞋应擦好后尽快交还客人。Procedure:程序1. Guests placed shoes in the available shoeshine basket for service.客人将鞋放入擦鞋篮要求服务。2. Room attendant wil
34、l collect the item and mark down the room number on a piece of paper and placed it inside the shoe shine basket. Bring it to the floor pantry for service. 客房服务员收集后记下房号在一张纸片上放入擦鞋篮。将其带入楼层备品间处理3 Re-clean all shoes with brush/cloth, then identify the color carefully.用鞋刷/布初步清洁，然后仔细分清颜色。 2. Apply cream on
35、 shoes accordingly and shine them with shoe mitt. 使用鞋油并用擦鞋手套将其擦亮。5. Place all polished shoes in the shoeshine basket and return to the guest rooms. 将擦好的鞋放入擦鞋篮并将之交还回客房。STANDARD OPERATING PROCEDURESSubject: GUEST REQUEST ITEMS 客人要求项目Effective Date: 4.2010Policy No: HSKP-004 Issued by: EXE.HousekeeperP
36、age: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标To establish a tracking record for guest special request items.建立客人要求项目的跟踪记录。Policy Statement政策 It is the policy of the Executive Housekeeper to provide items (see below) to accommod
37、ate special guest requests. Housekeeping Department also ensure these items are well-maintained and never place the control on the guest.为行政管家建立制度以提供满足客人特殊要求的项目（见下）。客房部也可确保这些项目能够被很好地维护，并使之不被客人控制。Procedure程序1. Receive a call for a guest request item. Log in the Guest Request Loan Item Log Book under
38、the out column.收到客人要求项目。将其登记到客人要求租用项目登记簿中的借出栏。2. Inform the supervisor/room attendant of respective floor for delivery. Log in the Log Book before sending item to the guest.通知各楼层主管/客房服务员递送。在将物品交给客人之前登记。3. Log in the Guest Request Loan Item Log Book under the return column after the item was returned
39、 to Housekeeping. 在物品交还客房部后将其登记到客人要求租用项目登记簿中收回栏。 Guest Request Items include the followings: 客人要求的物品包括以下项目：1. Adapter 多头电源插座2. Extra Duvet 多的被子3. Extra Pillows 多的枕头4. Flower Vase 花瓶5. Garment Rack衣架6. Heater 取暖器 7. Rollaway Bed 带脚轮床8. Baby Crib 婴儿床9. Transformer 变压器Special Note特别注意For items not able
40、 to offer, Office Clerk should inform the Guest Service Manager for further action. Always check and make sure the item is available before making any promise to the guest.如客人要求的物品我们不能提供，办公室员工应通知宾客服务经理进行进一步的工作。在答应向客人提供某种物品之前，一定要检查并确保我们能提供这种物品。STANDARD OPERATING PROCEDURESSubject: ROOM WAIT REQUESTS房
41、间等候要求 Effective Date: 4. 2010Policy No: HSKP-005 Issued by: EXE.HousekeeperPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective:目标To ensure communication line are open between Front Desk and Housekeeping in order to minimize guest waiting time, especially during tight turn.确保前台与客房部的联系线路畅通，以使客人等候时间最小化，特别在高峰时间。Policy Statement: 政策 It is the policy of Hotel to effectively communicate Room Requests,
