酒店管家部各岗位职责及管理制度.docx

酒店管家部各岗位职责及管理制度 目录 CATALOGUE 第一章管家部组织结构图 (1) ORGANIZATION CHART 第二章管家部岗位职责···················1-25 POSITION RESPONSIBILITY OF DEPT 管家部经理 Dept. Manager (2) 楼层经理 Head Floor Supervisor (3) 楼层督导 Floor Captain (5) 楼层服务员 Room Attendant (7) 楼层清扫员 Room Cleaner (9) 公共区域经理 Public Area Supervisor (11) 公共区域督导 Public Area Captain (12) 公共区域服务员 Public Area Attendant (13) 花房管理员 Florist (14) 公共区域清洁工 Public Area Cleaner (15) 洗涤部经理 Laundry Manager (16) 洗涤部督导 Laundry Captain (17) 干洗工 Dry Cleaner (18) 大湿洗工 Washer-Large Items (20) 小湿洗工 Washer-Small Items (21) 平烫工 Flat Work Ironer (22) 布草折叠工 Linen Folding Attendant (23) 布草收发员 Linen Delivery Maid (24) 制服收发员 Uniform Delivery Maid (25) 第三章管家部各岗位操作程序···············27-136 OPERATION PROCEDURE 楼层经理Head Floor Supervisor (27) 处理客人投诉Handling Guests Complains (27) 楼层督导 Floor Captain··········28-31 H . K 管理实务 检查客房 Checking Guest Rooms ······ 28 收取小酒吧帐单 Collecting Mini-bar Bill ····· 30 饮料管理 Controlling wine & Beverage ···· 31 楼层服务员 Room Attendant ········ 32-53 楼层钥匙领用和保管 Picking up& Keeping Room Key ··· 32 开酒水帐单 Filling in Wine & Beverage Bill ·· 33 杯具洗涤、消毒 Washing-up & Disinfecting Glassware 34 客用品领用、存放 Application of &Keeping Items ··· 35 客人要求开门 Handling Request for Opening the Door 36 引领客人进房 Greeting the Guests ········ 37 报交遗留物品 Delivering Properties Left Behind by Guest 38 客人离店结帐 Guest Check-out ········· 39 查走客房（遗留物品） Check-up C/O Room ········· 40 做夜床 Providing Turn-down Service ···· 41 开房门 Opening the Door ········· 43 加床 Handling Request for Extra Bed ·· 44 铺床 Making the Bed ·········· 45 上毛巾、茶水 Offering Towel / Tea Service ··· 46 客房二次打扫 Re-cleaning the Room ······· 47 重点宾客进房 Receiving VIP ··········· 48 擦皮鞋 Providing Free Shoe Shining Service 49 翻转床垫 Turning the Mattress ······· 50 洗涤浴帘 Washing Shower Curtain ······ 51 吸尘器使用和保养 Using & Maintaining Vacuum Cleaner 52 处理意外损坏宾客物品 Dealing with Damaging Guests Articles 53 客房清扫员 Room Cleaner ········· 54-59 整理工作车Cleaning up Maids Cart (54) 打扫住客房 Making up Occupied Room (55) 清扫卫生间 Making up Washing Room (57) 工作车摆放Maids Cart Setting (58) 空房清扫 Making up Vacant Room (59) 客房中心服务员Housekeeping Center Attendant ·60-64 核对未进店客房报告Checking No-show Room Report (60) 理 务 实 K H . 管 核对查房报告 Checking Room Report (61) 客用品的借用、登记和保管Items Loan /Registration / Keeping··62 接打内部电话Receiving & Making Inside Call (63) 处理前台报表 Dealing with Dept. Reports (64) 附录：客房中心常备客用品清单 (64) Appendix: List of Items Prepared in Housekeeping Center PA服务员PA Attendant ··········65-81 石材日常保养 Marble Daily Maintenance (65) 大理石地面打蜡 Polishing Marble with Wax (66) 大理石地面起蜡Wax Remove From Marble (67) 石材墙壁上蜡 Polishing Wall with Wax (68) 清洗地毯（干泡） Cleaning Carpet(Dry-clear) (69) 洗地毯（抽洗） Washing Carpet (70) 沙发抽洗 Washing Sofa (72) 清洁铜条 Cleaning Copper Strip (73) 清洁客梯 Cleaning Elevator (74) 清洗吸尘器 Cleaning Vacuum Cleaner (75) 使用三合一抽洗机 Using Wet Vacuum Carpet Extractor (76) 使用洗地机 Using Clean Marble Machine (77) 使用吸水机 Using Wet & Dry Vacuum Cleaner (78) 使用高速抛光机 Using Ultra High Speed Machine (79) 清洁玻璃 Polish the Window-panes (80) 花岗岩地面晶硬处理Crystallize Marble (81) PA保洁工PA Cleaner ···········82-86 棉尘推药剂处理Spray Floor Dust Remover on the Mop 82 推尘（清洁大理石地面）Dust Removed From Floor (83) 清洁各公共区域卫生Cleaning the Public Areas (84) 洗手间日常清洁保养 Cleaning Washing Room (85) 客人醉酒呕吐处理Dealing with Drunk Guests (86) 制服收发员Uniform Delivery Maid·····87-97 新制服申领、发放Appling for & Giving Out Uniform (87) 制服收发Counting & Sending Uniform (88) 交接制服 Taking over Uniform (89) 实 务 理 H 管 . K 清点脏制服Counting Dirty Uniform (90) 核对接收已清洗制服 Checking Uniform Cleaned (91) 处理旧制服报损 Steps to Handle Uniform Scraped (92) 制服盘点Inventorying Uniform (93) 入店、离店人员领退制服Appling for&Returning Uniform for Staff 94 制服收发员收尾Finishing Work for Uniform Delivery Maid95 缝补制服Steps to Sewing Uniform (96) 缝纫机保养Maintaining Sewing Machine (97) 布草收发员Linen Delivery Maid ·····98-102 交接布草Taking Over linen (98) 布草领用Application of Linen (99) 交接餐饮、康乐织品Taking over F&B and H&R Dept Linen 100 发送客房布草Sending Out Linen of Dept (101) 布草盘点Inventorying Linen (102) 花房管理员Florist ···········103-105 绿色植物保养Preserving Green Plants (103) 保养公共区域插花Preserving Flowers in Public Area 104 送花Sending Flowers (105) 客衣服务员Guest Clothes Delivery Maid ·106-114 收包Collecting Clothes (106) 点数Counting Clothes (107) 打码Marking on Clothes (108) 叠衣Folding Clothes (109) 装包Packing Clothes (110) 送衣Sending Clothes (111) 处理遗留物品Dealing with Properties Left by Guests112 加快洗衣Express Valet Service (113) 贵宾洗衣VIP Valet Service (114) 大湿洗工Washer-large Items ······115-117 客房、饮食布草洗涤Laundering Linen F&B & Dept . (115) 使用大湿洗机Using Washed-large Items Machine·116 使用烘干机Using Dry Machine (117) 小湿洗工Washer-small Items ······118-123 理 管 实 务 K H . 开机准备Preparation of Turning on Machine 118 客衣检查、分类Checking & Classifying Clothes··119 客衣去迹Remove Stain From Clothes (120) 客衣洗涤Laundering Guests Clothes (122) 使用小湿洗机Using Washed-Small Items Machine·123 平烫工Flat Work Ironer Turning on ·124-127 开机准备 Preparation of Turning on Machine (124) 熨烫口布、枕套 Ironing Napkin & Pillow-case (125) 熨烫布草（床单、台布） Ironing Linen (126) 使用大烫机 Using Flat Ironing Machine (127) 手烫工 Presser ···········128-133 岗位准备 Preparation (128) 熨烫西服上衣 Ironing Suit (129) 熨烫真丝服装 Ironing Silk Clothes (130) 熨烫西裤 Ironing Trousers (131) 熨烫衬衫 Ironing Shirt (132) 熨烫T恤衫 Ironing T-shirt (133) 干洗工Dry-cleaner ·········134-136 使用干洗机 Using Dry-cleaning Machine (134) 使用人像机 Using Model Machine (135) 布草折叠工Linen Folding Attendant (136) 第四章管家部管理制度··················137-152 SYSTEN 管家部安全管理制度 Safety Regulation (137) 楼层客房安全管理制度 Safety Regulation of Guest Rooms ··138 管家部卫生管理制度 Hygiene Management Regulation (139) 管家部防火制度 Fire Prevention Regulation (141) 客人失窃处理制度Handling Guests Report of Loss··142 客人急病处理制度 Regulation on Caring for Ill Guests·143 客人醉酒处理制度 Caring for Drunk Guests Regulation·144 客人携带宠物和易燃易爆品处理制度 Handling Pet & Dangerous Goods (145) 理 实 务 K 管 H . 客人带走客房物品处理制度 Handling Room Items Taked by Guests (146) 来访人员登记制度 Visitor Registration Regulation (147) 督导查房制度 Captain Inspecting Room Regulation··148 洗涤房管理制度 Laundry Management Regulation (150) 树木花卉管理制度 Plants & Flowers Management Regulation 151 草地保养管理制度 Lawn Management Regulation (152) 第五章管家部运转表单·················153-188 OPERATION LIST OF DEPT. 管家部组织结构图