酒店客房管理流程制度 SP-RM-BU-A044怎样处理保养问题.doc

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1、国际酒店客房操作程序手册Housekeeping客房标准操作程序Hotel Room Management Training Manual国际酒店客房手册International Hotel Room Handbook 酒店客房的重要性：负责组织和安排客房和公共区域的清扫工作，督导、培训和考核下属员工按标准和流程实施清扫和服务工作，确保酒店客房干净与设施完好，满足客人的服务需求，并负责客房物品的管理，协助工程人员完成客房和公共区域的维修项目。除了详细了解顾客的最初喜好等，在贴身服务的过程中，贴身管家需从多方面仔细观察客人的需求，如果提前发现客人下一步需要什么样的服务，需立刻行动起来，让客人还

2、没提出要求就可以享受到贴心的服务。但是服务必须灵活，得按照一定的流程和规律，也要坚持原则，首先要衡量已入住的顾客所提出的要求是否合理，如不能违反国家法律相关规定、不能侵犯其他客人的正当权益等；有特殊状况发生时，需逐级请示，不能擅自向客人许诺或脱离工作范围。如曾经有一位客人要求贴身管家充当昆明导游的身份，让其带他到昆明各风景区旅游，但贴身管家说服客人可以安排专职导游，可以更好地提供专业和理想的服务，得到了客人的理解和支持Standard & Procedure上海xxxx大酒店标准与程序Position: Butlers职位：专职管家Department: HousekeepingDept. H

3、ead: 部门：客房部部门经理：xxxxHM Approval: Date:酒店经理批准：xxxx日期：Task: How to Handle Maintenance ProblemsCode: RM-BU-A044任务：怎样处理保养问题序号：RM-BU-A044Standard: Butlers will have basic knowledge on how to answer questions about Maintenance problems in the Guest room, and able to complete some basic steps in resolving

4、them. 标准：专职管家要有如何回答有关客房内保养问题的基本知识，能完成解决问题的一些基本步骤。Procedures:1. Butlers will be trained by Engineering Associates to have basic knowledge of key areas in Guest Room in order to answer and resolve some simple problems.2. Such problems of the following will be handle initially by the Butlers:A. Safe De

5、posit Box not workingB. Air Conditioning/Heater Controls and AtmosphereC. Lighting ControlsD. TelevisionE. Electrical OutletsF. TelephonesG. Toilet H. Water Pressure3. If problem is serious and cannot be solved, a request for an Engineer will be requested, however the Butler will always be with the

6、Engineering Associate whilst Guest is present. The Butler will also gain more technical knowledge and experience whilst observing the correct action taken.A. “I am Sorry, Mr. Jones, I will require my associate from the Engineering Department to assist me in solving this. I will return with him/her i

7、n a few minutes, would this be fine with you?”4. Mandarin will be spoken while communicating to Engineer especially when Guests in present.5. Upon return to Guest Room:A. Mr. Jones, thank you for waiting, this is my associate Bill from Engineering. May we come in to correct the problem?”6. Upon comp

8、letion of problem, thank your Engineering Associate in front of the Guests (in the language of the Guests), and apologize to the Guests for the inconvenience caused.A. “Thank you Bill for your assistance.”B. “Mr. Jones, We do apologize for the inconvenience! We appreciate your understanding.”C. “Is

9、there anything else I can do for you?”D. “Have a Great Day!”7. After leaving the Guest Room, Again thank your Engineering Associate for his/her assistance.8. Record problem in Log and Guest Preference sheet to be updated in Guest History.9. Next day check situation again to ensure problem in solved

10、by observation and/or asking the Guests.A. “Mr. Jones, Are you still having any problems with your Television?”程序：1 专职管家将由工程部员工培训，掌握最基本的客房内主要部分的知识，以便于回答和解决一些简单的问题。2 下面列出的一些问题最初要由专职管家来处理：A 无法使用保险箱B 空调/取暖器和空气交换机C 灯光控制D 电视机E 电源插座F 电话G 洗手间H 水压3 如果问题严重无法解决，则需要找一名工程师帮助，然而当客人在场时专职管家需陪同工程部员工。当旁观正确的解决办法时，专职管

11、家也能获得更多的专业知识和经验。 A“对不起，Jones 先生，我将找工程部的同事协助我解决这个问题。 我会和他/她在几分钟内回来，这样您认为如何？”4 特别当客人在场时使用国语与工程师交流。5 回到客房时：A“Jones 先生，让您久等了，这位是我的同事工程部的Bill，我们可以进来解决问题吗？”6 在解决问题之后，当着客人的面感谢你的工程部同事（用客人的语言），并且为由此给客人造成的不便道歉。A“Bill 谢谢您的帮助。”B“Jones 先生，我们为由此造成的不便向您道歉！我们感谢您的理解。”C“还有其他我能为你效劳的吗？”D“祝您今天过的愉快。”7 在离开客房后，再次向你的工程部的同事表

12、示感谢。8 在交班表和客人喜好单上记录下问题并更新客人资料库。9 第二天再次检查情况，通过观察并/或询问客人确认问题已解决。 A“Jones 先生，您的电视机还有问题吗？”酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP附件：酒店各部门英文缩写总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 D

13、OR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FO-FRONT OFFICE 前厅部 FOM-FRONT OFFICE MANAGER 前厅部经理 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 F&B-FOOD&BEVERAGE 餐饮部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLE

14、R财务总监 行政总厨 A.T.K Administrative total kitchen收益管理经理 Revenue ManagerRECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店职位英语 董事长 Board Chairman (Director)董事总经理Managing Director经济师Economist首席会计师 Chief Accountant总经理General Manager副总经理Deputy General Manager (Vice)驻店经理Resident Manager总经理行政助理Executive As

15、sistant Manager总经理秘书Executive Secretary总经理室Executive Office (G.M office)机要秘书Secretary接待文员Clerk副总经理Vice General Manager总经理助理Assistant to General Manager总经理秘书Secretary to General Manager行政秘书Executive Secretary人力资源部Human Resources Division人事部Personnel Department培训部Training Department质检部Quality Inspecti

16、on Department员工关系部 Staffing Relationship Department人力资源开发总监Director of Human Resources人事培训经理 P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员 Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary员工事务长 Staff Purser车队队长 Drive

17、r Captain Chief Driver 员工宿舍管理员 Dormitory Keeper员工餐厅勤杂工 Staff Restaurant Cleaner司机 Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher 市场营销部Sales & Marketing Division 销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing销售部经理Director of Sales公关经

18、理Public Relation Manager宴会销售经理Banquet Sales Manager销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表 Senior Sales Executive 销售代表 Sales Executive 公关代表 P.R. Representative 公关部经理Public Relation Manager公关部主任Public Relation Supervisor 高级客户经理Senior Account Manager资深美工Senior Artist美工Artis

19、t销售部联络主任Sales Coordinator计划财务部Finance and Accounting Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department 财务总监Financial Controller (Director of Finance)财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purcha

20、sing Manager采购部主管Purchasing Officer 总出纳Chief Cashier仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain总台结帐领班F/O Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采

21、购员Purchasing Clerk - F&B物资采购员Purchasing Clerk - Material食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier总台收款员 F/O Cashier保健部技术经理Health Technical Manager 保健部主管Health supervisor康乐部Recreation and Entertainment Department舞台总监：Stage Performance Director 艺术总监：Arts Director消防员：Fire

22、man 拓展部经理：Marketing Manager 楼面经理：Service ManagerDJ部高级工程师：DJ Senior Engineer康乐主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞台主任：Stage Performance Supervisor康乐领班(楼面部长)：Captain DJ部长：DJ Captain 舞厅服务员：Waiter/Waitress健身房服务员：Gymnasium Attendant桌球服务员：Billiard Attendant主持：Preside演员：Actor& Actress服务员：Wai

23、ter & WaitressDJ员：DJ咨客：Hostess房务部Room Division前厅部Front Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk销售中心主任Sales Center Supervisor礼宾部经理Chief Concierge行李员Bellboy女礼宾员Door Girl礼宾司Door Man客房总监Director of

24、 Housekeeping前厅部经理Front Office Manager前厅部副经理Asst . Front Office Manager 大堂副理Assistant Manager宾客关系经理 Guest Relation Manager礼宾主管Chief Concierge客务主任Guest Relation Officer接待主管Chief Concierge接待员Receptionist 出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房务中心文员Room se

25、rvice Clerk 楼层主管Floor supervisor楼层领班Floor Captain客房服务员Room Attendant洗衣房经理Laundry Manager 公卫主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服务中心领班：Service Center Captain 公卫领班：PA Captain 水洗领班：Laundry Captain 干洗领班：Dry Clean Captain 布草领班：Uniforms Captain 仓管员：Store man 清洁工：P.A. Man 客房服

26、务员：Room Attendant 缝纫工：Seamstress 熨烫工：Presser 洗涤工：Washer 餐饮部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager西餐厅经理Western Restaurant Manager中餐厅经理Chinese Restaurant Manager咖啡厅经理Coffee S

27、hop Manager餐饮部秘书F&B Secretary领班Captain迎宾员Hostess服务员Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department 总管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwashe

28、r 管事清洁工：Cleaner宴会销售部经理：Banquet Sales Manager 宴会销售主任：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager西餐部经理：Western Restaurant Manager营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender 酒吧服务员：Barman 咖啡厅主管：Coffee Shop Supervisor 高级主管；Senior Supervisor 领班：Captain 高级服务员：Senior Waiter & Waitress 服

29、务员：Waiter & Waitress咨 客：Hostess传菜员：Pantry man实习生：Trainee工程部Engineering Department工程总监Chief Engineer工程部经理Engineering Manager值班工程师Duty Engineer工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Capta

30、in空 调 工Air-Conditioning Attendant锅 炉 工 Boiler配 电 工 Electrician强弱电工Strong & Weak Current Worker机修工Mechanician木 工Carpenter万能工Fitting-up Worker水 工Plumber文 员Secretary仓管员Storeroom Keeper保安部Security Department保安部经理Security Manager保安部副经理Asst. Security Manager保安部主任Security Manager保安员Security Manager安消部经理Security Manager警卫领班Security Captain门 卫Entrance Guard巡 逻Patrol Guard监控员TV Monitoring Clerk商场部Shopping Arcade Department商场部经理Shop Manager商场营业员Shop Assistant酒店管理之家酒店管理之家