國(guó)際連鎖酒店管家部操作程序 H0507－電梯清潔保養(yǎng)操作程序

1、帝豪花園酒店夢(mèng)劇院 Royal Garden Hotel Dream House管家部Housekeeping Department標(biāo)準(zhǔn)操作程序STANDARD OPERATION PROCEDURE國(guó)際酒店管理手冊(cè)International Hotel Management Handbook了解個(gè)人服務(wù)提供者（管家）這個(gè)行業(yè)The profession of a service provider (Butler)歡迎了解這個(gè)非常古老而又受尊敬的行業(yè)，這個(gè)行業(yè)使得許多人的生活發(fā)生了改變！ Welcome to the world of a very old and highly respect

2、ed profession, that makes a difference in many persons life!“管家”這個(gè)詞來(lái)源于法語(yǔ)“bouteiler”，意思是裝瓶商，但是據(jù)說(shuō)在圣經(jīng)中也提到過(guò)這個(gè)詞。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!管家或者說(shuō)服務(wù)提供者在家庭、酒店、或私人游艇中起到舉足輕重的作用，他領(lǐng)導(dǎo)者一個(gè)由

3、專(zhuān)業(yè)人士組成的團(tuán)隊(duì)，不僅給雇主或者客人提供超出其預(yù)期的個(gè)性化服務(wù)，而且保證提供服務(wù)的人更加機(jī)敏，具有更完備的知識(shí)與信息。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 部門(mén)Department: 夢(mèng)劇院Dream House 分部門(mén)Section: 營(yíng)運(yùn)管事部The operation takes care of the department負(fù)責(zé)人Reports To: 管事主管Take care of the supervisor文件號(hào)Documents NO.: RDH-H0507文件主題DocumentsSubject:電梯清潔保養(yǎng)操作程序The bathroom

5、sweeps to operate the procedure 文件目的DocumentsGoal: 為了規(guī)范電梯清潔保養(yǎng)操作程序，使員工能按程序要求服務(wù)質(zhì)量，營(yíng)造管事部良好的工作環(huán)境和優(yōu)質(zhì)的服務(wù)氛圍，以進(jìn)一步樹(shù)立夢(mèng)劇院整體形象及提高服務(wù)品牌效應(yīng)，特?cái)M定此電梯清潔保養(yǎng)操作程序。制定/更新于Reviewed By: 2006年05月18日 May. 18th, 2006程序內(nèi)容Procedures Content: A. 將電梯輪流停止運(yùn)行，開(kāi)始清掃。B. 把“暫停服務(wù)”牌放于電梯門(mén)前，以示工作進(jìn)行中。C. 打開(kāi)電梯控制箱，按動(dòng)暫停按鈕，使電梯停止運(yùn)行。D. 把不銹鋼清潔劑噴在無(wú)毛絨的布上，均勻

6、地擦在電梯箱內(nèi)不銹鋼表面，鉑金表面用微濕抹布擦拭即可。用玻璃清潔劑清潔玻璃表面，整體要求達(dá)到光潔明亮，無(wú)手印、灰塵及污跡的效果。E. 用家具清潔蠟清潔天花及木器裝飾部分。F. 用吸塵機(jī)吸邊角位和電梯門(mén)軌的灰塵，再用清潔蠟清潔和抹干凈。G. 地面干后裝上地腳保護(hù)板進(jìn)行打蠟拋光，地面大理石噴磨均勻，拋光的光亮度要高。H. 按動(dòng)按鈕，關(guān)上電梯門(mén)，用無(wú)毛絨的微濕抹布擦鉑金電梯門(mén)。I. 把控制按鈕恢復(fù)原位，關(guān)上控制箱，恢復(fù)電梯正常運(yùn)行。 制定人 Prepared By 批準(zhǔn)人Approved By 日期 Date 此操作程序的內(nèi)容將根據(jù)夢(mèng)劇院實(shí)際的要求定期進(jìn)行更新。The content of this

7、 Operate Procedure will be reviewed on a regular basis to incorporate any new responsibilities which reflect the Dream House business requirements.酒店管理手冊(cè)前廳、客房、餐廳、人事、保安、工程、營(yíng)銷(xiāo)、行政、總經(jīng)辦開(kāi)業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門(mén)英文縮寫(xiě)總經(jīng)理辦公室:GM 人力資源部:HR 財(cái)務(wù)部:FN 銷(xiāo)售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂(lè)部:ENT 市場(chǎng)傳訊部MC

8、酒店各職位英文縮寫(xiě)GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 DOM-DIRECTOR OF SALES&MARKETING 銷(xiāo)售部總監(jiān) FO-FRONT OFFICE 前廳部 FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 F&B-FOOD&BEVERAGE 餐飲部 ENG-ENGINEERING 工程部 HR-HUMAN RESO

9、URCES 人力資源部FN-FINANCIAL DEPARTMENT 財(cái)務(wù)部 FC-FINANCIAL CONTROLLER財(cái)務(wù)總監(jiān) 行政總廚 A.T.K Administrative total kitchen收益管理經(jīng)理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語(yǔ) 董事長(zhǎng) Board Chairman (Director)董事總經(jīng)理Managing Director經(jīng)濟(jì)師Economist首席會(huì)計(jì)師 Chief Accountant總經(jīng)理General Manager副總經(jīng)理Deputy

10、General Manager (Vice)駐店經(jīng)理Resident Manager總經(jīng)理行政助理Executive Assistant Manager總經(jīng)理秘書(shū)Executive Secretary總經(jīng)理室Executive Office (G.M office)機(jī)要秘書(shū)Secretary接待文員Clerk副總經(jīng)理Vice General Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書(shū)Secretary to General Manager行政秘書(shū)Executive Secretary人力資源部Human Resources Division人事部

11、Personnel Department培訓(xùn)部Training Department質(zhì)檢部Quality Inspection Department員工關(guān)系部 Staffing Relationship Department人力資源開(kāi)發(fā)總監(jiān)Director of Human Resources人事培訓(xùn)經(jīng)理 P&T Manager人事部經(jīng)理Personnel Manager培訓(xùn)部經(jīng)理Training Manager質(zhì)檢部經(jīng)理Quality Inspection Manager人事主任Personnel Officer福利勞資員 Payroll Clerk培訓(xùn)主任Training Officer行

12、政部主任 Executive Officer秘書(shū)Secretary員工事務(wù)長(zhǎng) Staff Purser車(chē)隊(duì)隊(duì)長(zhǎng) Driver Captain Chief Driver 員工宿舍管理員 Dormitory Keeper員工餐廳勤雜工 Staff Restaurant Cleaner司機(jī) Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語(yǔ)教師：English Translator & Teacher 市場(chǎng)營(yíng)銷(xiāo)部Sales & Marketing Division 銷(xiāo)售部Sales Department公關(guān)部Public Relation Department市

13、場(chǎng)營(yíng)銷(xiāo)總監(jiān)Director of Sales and Marketing銷(xiāo)售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴會(huì)銷(xiāo)售經(jīng)理Banquet Sales Manager銷(xiāo)售經(jīng)理Sales Manager宴會(huì)銷(xiāo)售主任Banquet Sales Officer銷(xiāo)售主任Sales Officer高級(jí)銷(xiāo)售代表 Senior Sales Executive 銷(xiāo)售代表 Sales Executive 公關(guān)代表 P.R. Representative 公關(guān)部經(jīng)理Public Relation Manager公關(guān)部主任Public Relation Su

14、pervisor 高級(jí)客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷(xiāo)售部聯(lián)絡(luò)主任Sales Coordinator計(jì)劃財(cái)務(wù)部Finance and Accounting Division財(cái)務(wù)部Accounting Department成本部Cost-control Department采購(gòu)部Purchasing Department審計(jì)部 Auditor Department 財(cái)務(wù)總監(jiān)Financial Controller (Director of Finance)財(cái)務(wù)部經(jīng)理Chief Accountant成本部經(jīng)理Cost Cont

15、rol manager結(jié)帳經(jīng)理Cashier Manager信用審計(jì)經(jīng)理Credit Manager采購(gòu)部經(jīng)理Purchasing Manager采購(gòu)部主管Purchasing Officer 總出納Chief Cashier倉(cāng)儲(chǔ)領(lǐng)班 Store Room Captain營(yíng)業(yè)點(diǎn)結(jié)帳領(lǐng)班F&B Cashier Captain總臺(tái)結(jié)帳領(lǐng)班F/O Cashier Captain夜審計(jì)員 Night Auditor信用管理員Credit Clerk應(yīng)收款管理員 A/R Clerk往來(lái)款結(jié)算員Accounting Clerk收入費(fèi)用結(jié)算員 Accounting Clerk成本核算員 Cost Clerk

16、驗(yàn)貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購(gòu)員Purchasing Clerk - F&B物資采購(gòu)員Purchasing Clerk - Material食品保管員Storeroom Keep - F&B物資保管員 Storeroom Keep - Material餐廳收款員 F&B Cashier總臺(tái)收款員 F/O Cashier保健部技術(shù)經(jīng)理Health Technical Manager 保健部主管Health supervisor康樂(lè)部Recreation and Entertainment Departm

17、ent舞臺(tái)總監(jiān)：Stage Performance Director 藝術(shù)總監(jiān)：Arts Director消防員：Fireman 拓展部經(jīng)理：Marketing Manager 樓面經(jīng)理：Service ManagerDJ部高級(jí)工程師：DJ Senior Engineer康樂(lè)主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺(tái)主任：Stage Performance Supervisor康樂(lè)領(lǐng)班(樓面部長(zhǎng))：Captain DJ部長(zhǎng)：DJ Captain 舞廳服務(wù)員：Waiter/Waitress健身房服務(wù)員：Gymnasium Attend

18、ant桌球服務(wù)員：Billiard Attendant主持：Preside演員：Actor& Actress服務(wù)員：Waiter & WaitressDJ員：DJ咨客：Hostess房務(wù)部Room Division前廳部Front Office Department客房部（管家部）Housekeeping Department預(yù)訂部Reservation Department賓客關(guān)系主任Guest Relation Officer資深銷(xiāo)售中心預(yù)訂員Sales Center Senior Reservation Clerk銷(xiāo)售中心主任Sales Center Supervisor禮賓部經(jīng)理Chi

19、ef Concierge行李員Bellboy女禮賓員Door Girl禮賓司Door Man客房總監(jiān)Director of Housekeeping前廳部經(jīng)理Front Office Manager前廳部副經(jīng)理Asst . Front Office Manager 大堂副理Assistant Manager賓客關(guān)系經(jīng)理 Guest Relation Manager禮賓主管Chief Concierge客務(wù)主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出租車(chē)訂車(chē)員Taxi Service Clerk行政管家Executive

20、 Housekeeper行政副管家Assistant Executive Housekeeper房務(wù)中心文員Room service Clerk 樓層主管Floor supervisor樓層領(lǐng)班Floor Captain客房服務(wù)員Room Attendant洗衣房經(jīng)理Laundry Manager 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服務(wù)中心領(lǐng)班：Service Center Captain 公衛(wèi)領(lǐng)班：PA Captain 水洗領(lǐng)班：Laundry Captain 干洗領(lǐng)班：Dry Clean

21、 Captain 布草領(lǐng)班：Uniforms Captain 倉(cāng)管員：Store man 清潔工：P.A. Man 客房服務(wù)員：Room Attendant 縫紉工：Seamstress 熨燙工：Presser 洗滌工：Washer 餐飲部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department廚房部 Kitchen Department管事部 Steward Department餐飲總監(jiān)F&B Director餐飲部經(jīng)理F&B Manager西餐廳經(jīng)理Western R

22、estaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書(shū)F&B Secretary領(lǐng)班Captain迎賓員Hostess服務(wù)員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長(zhǎng)Sous Chef(Chinese Kitchen)西廚師長(zhǎng)Sous Chef(Western Kitchen)西餅主管Chief Baker點(diǎn)心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant管事部：Steward D

23、epartment 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會(huì)銷(xiāo)售部經(jīng)理：Banquet Sales Manager 宴會(huì)銷(xiāo)售主任：Banquet Sales Officer中餐部經(jīng)理：Chinese Restaurant Manager西餐部經(jīng)理：Western Restaurant Manager營(yíng)業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager調(diào)酒師：Bartender 酒吧服務(wù)員：Barman 咖啡廳主管：Coffee Shop Supervisor 高級(jí)主管；Senior Supervisor 領(lǐng)班：Captain 高級(jí)服務(wù)員：Senior Waiter & Waitress