国际连锁酒店管家部操作程序 H0503－公共区域操作程序.doc

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1、帝豪花园酒店梦剧院 Royal Garden Hotel Dream House管家部Housekeeping Department标准操作程序STANDARD OPERATION PROCEDURE国际酒店管理手册International Hotel Management Handbook了解个人服务提供者（管家）这个行业The profession of a service provider (Butler)欢迎了解这个非常古老而又受尊敬的行业，这个行业使得许多人的生活发生了改变！ Welcome to the world of a very old and highly respect

2、ed profession, that makes a difference in many persons life!“管家”这个词来源于法语“bouteiler”，意思是装瓶商，但是据说在圣经中也提到过这个词。The word butler come from the French term for bottler for bottler bouteiler. But according to an old dictionary entry it was even mentioned in the Bible!管家或者说服务提供者在家庭、酒店、或私人游艇中起到举足轻重的作用，他领导者一个由

3、专业人士组成的团队，不仅给雇主或者客人提供超出其预期的个性化服务，而且保证提供服务的人更加机敏，具有更完备的知识与信息。Basically a butler, the Personal Service Provider, is a key element in a household, hotel, or private yacht, heading a team of professionals that delivers a level of personalized service that exceeds not only the expectations of the employe

4、r or guest, but will secure a more sensitive and better informed service.操作程序Operate Procedure 部门Department: 梦剧院Dream House 分部门Section: 营运管事部The operation takes care of the department负责人Reports To: 管事主管Take care of the supervisor文件号Documents NO.: RDH-H0503文件主题DocumentsSubject:公共区域操作程序The bathroom sw

5、eeps to operate the procedure 文件目的DocumentsGoal: 为了规范公共区域操作程序，使员工能按程序要求服务质量，营造管事部良好的工作环境和优质的服务氛围，以进一步树立梦剧院整体形象及提高服务品牌效应，特拟定此公共区域操作程序。制定/更新于Reviewed By: 2006年05月18日 May. 18th, 2006程序内容Procedures Content: A. 楼道清洁程序。a. 将楼道内和楼梯上的垃圾等杂物装进垃圾袋内；b. 用配好的清洁剂清除楼道及楼梯内污迹，保持楼道及楼梯内的清洁；c. 墙纸如果有污迹，需用清洁剂刷洗，保持干净，无污迹。如果

6、发现墙纸有破损需马上报修或自行先粘补，保持墙纸无划迹、破损。B. 扶梯清洁程序：a. 木扶梯用干净抹布擦拭，保持无浮灰；b. 不锈钢扶梯；先用干净抹布，擦不锈钢表面；c. 把不锈钢清洁剂喷在无毛绒的毛巾的抹，直到无污迹、无尘埃、有光泽为止；d. 定期用金属除渍剂清除污迹，保持光亮整洁。C. 广场清洁程序：a. 清扫大门口雨蓬地面垃圾、纸屑、烟蒂等杂物；b. 拖洗大门口及车道花岗岩地面，保持清爽干净无灰尘；c. 抹擦大理石柱子、地灯、喷水池边周围台面灰尘；d. 每天不间断清扫酒店外围及庭院内地面、花草植物内的纸片、树叶、和垃圾；e. 巡视打捞喷水池内漂浮物及垃圾。 制定人 Prepared By

7、 批准人Approved By 日期 Date 此操作程序的内容将根据梦剧院实际的要求定期进行更新。The content of this Operate Procedure will be reviewed on a regular basis to incorporate any new responsibilities which reflect the Dream House business requirements.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

8、 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 DOR-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-BUSINES

9、S 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 CONTROLLER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 Di

10、rector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 Assistant 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 G

11、eneral 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 Inspection 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

12、 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 Driver 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 &

13、 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.

14、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Artist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Financia

15、l 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Purchasing 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/

16、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

17、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：Fireman 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)

18、：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：Waiter & 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

19、 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 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

20、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 service 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：Servi

21、ce 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 Departmen

22、t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 Shop 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Ch

23、ief 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：Dishwasher 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

24、 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O

25、peration 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 Captain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Store

26、room 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Page 10 of 10