大连锁酒店管家部各岗位基本职责与管理新版制度.docx

目 录CATALOGUE第一章 管家部组织构造图 1ORGANIZATION CHART第二章 管家部岗位职责 1-25POSITION 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 72.5 楼层打扫员 Room Cleaner 92.6 公共区域经理 Public Area Supervisor 112.7 公共区域督导 Public Area Captain 122.8 公共区域服务员 Public Area Attendant 132.9 花房管理员 Florist 142.10 公共区域清洁工 Public Area Cleaner 152.11 洗涤部经理 Laundry Manager 162.12 洗涤部督导 Laundry Captain 172.13 干洗工 Dry Cleaner 182.14 大湿洗工 Washer-Large Items 202.15 小湿洗工 Washer-Small Items 212.16 平烫工 Flat Work Ironer 222.17 布草折叠工 Linen Folding Attendant 232.18 布草收发员 Linen Delivery Maid 242.19 制服收发员 Uniform Delivery Maid 25第三章 管家部各岗位操作程序 27-136HK.DEPT.STANDARD OPERATION PROCEDURE3.1 楼层经理 Head Floor Supervisor 273.1.1 解决客人投诉 Handling Guest’s Complains 273.2 楼层督导 Floor Captain 28-31 3.2.1 检查客房 Checking Guest Rooms 283.2.2 收取小酒吧帐单 Collecting Mini-bar Bill 30 3.2.3 饮料管理 Controlling wine & Beverage 313.3 楼层服务员 Room Attendant 32-533.3.1 楼层钥匙领用和保管 Picking up& Keeping Room Key 323.3.2 开酒水帐单 Filling in Wine & Beverage Bill 333.3.3 杯具洗涤、消毒 Washing-up & Disinfecting Glassware 343.3.4 客用品领用、寄存 Application of &Keeping Items 353.3.5 客人规定开门 Handling Request for Opening the Door 363.3.6 引领客人进房 Greeting the Guests 373.3.7 报交遗留物品 Delivering Properties Left Behind by Guest 383.3.8 客人离店结帐 Guest Check-out 393.3.9 查走客房（遗留物品） Check-up C/O Room 403.3.10 做夜床 Providing Turn-down Service 413.3.11 开房门 Opening the Door 433.3.12 加床 Handling Request for Extra Bed 443.3.13 铺床 Making the Bed 453.3.14 上毛巾、茶水 Offering Towel / Tea Service 463.3.15 客房二次打扫 Re-cleaning the Room 473.3.16 重点来宾进房 Receiving VIP 483.3.17 擦皮鞋 Providing Free Shoe Shining Service 493.3.18 翻转床垫 Turning the Mattress 503.3.19 洗涤浴帘 Washing Shower Curtain 513.3.20 吸尘器使用和保养 Using & Maintaining Vacuum Cleaner 523.3.21 解决意外损坏来宾物品 Dealing with Damaging Guests ’Articles 533.4 客房打扫员 Room Cleaner 54-593.4.1 整顿工作车 Cleaning up Maid’s Cart 543.4.2 打扫住客房 Making up Occupied Room 553.4.3 打扫卫生间 Making up Washing Room 573.4.4 工作车摆放 Maid’s Cart Setting 583.4.5 空房打扫 Making up Vacant Room 593.5 客房中心服务员 Housekeeping Center Attendant 60-643.5.1 核对未进店客房报告 Checking No-show Room Report 603.5.2 核对查房报告 Checking Room Report 613.5.3 客用品旳借用、登记和保管Item’s Loan /Registration / Keeping 623.5.4 接打内部 Receiving & Making Inside Call 633.5.5 解决前台报表 Dealing with Dept. Reports 64附录：客房中心常备客用品清单 64Appendix: List of Items Prepared in Housekeeping Center 3.6 PA服务员 PA Attendant 65-813.6.1 石材平常保养 Marble Daily Maintenance 653.6.2 大理石地面打蜡 Polishing Marble with Wax 663.6.3 大理石地面起蜡 Wax Remove From Marble 673.6.4 石材墙壁上蜡 Polishing Wall with Wax 683.6.5 清洗地毯（干泡） Cleaning Carpet(Dry-clear) 693.6.6 洗地毯（抽洗） Washing Carpet 703.6.7 沙发抽洗 Washing Sofa 723.6.8 清洁铜条 Cleaning Copper Strip 733.6.9 清洁客梯 Cleaning Elevator 743.6.10 清洗吸尘器 Cleaning Vacuum Cleaner 753.6.11 使用三合一抽洗机 Using Wet Vacuum Carpet Extractor 763.6.12 使用洗地机 Using Clean Marble Machine 773.6.13 使用吸水机 Using Wet & Dry Vacuum Cleaner 783.6.14 使用高速抛光机 Using Ultra High Speed Machine 793.6.15 清洁玻璃 Polish the Window-panes 803.6.16 花岗岩地面晶硬解决 Crystallize Marble 813.7 PA保洁工 PA Cleaner 82-863.7.1 棉尘推药剂解决 Spray Floor Dust Remover on the Mop 823.7.2 推尘（清洁大理石地面） Dust Removed From Floor 833.7.3 清洁各公共区域卫生 Cleaning the Public Areas 843.7.4 洗手间平常清洁保养 Cleaning Washing Room 853.7.5 客人醉酒呕吐解决 Dealing with Drunk Guests 863.8制服收发员 Uniform Delivery Maid 87-973.8.1 新制服申领、发放 Appling for & Giving Out Uniform 873.8.2 制服收发 Counting & Sending Uniform 883.8.3 交接制服 Taking over Uniform 893.8.4 清点脏制服 Counting Dirty Uniform 903.8.5 核对接收已清洗制服 Checking Uniform Cleaned 913.8.6 解决旧制服报损 Steps to Handle Uniform Scraped 923.8.7 制服盘点 Inventorying Uniform 933.8.8 入店、离店人员领退制服 Appling for & Returning Uniform for Staff 943.8.9 制服收发员收尾 Finishing Work for Uniform Delivery Maid 953.8.10 缝补制。