酒店客房管理流程制度 酒店電話機(jī)清潔程序

1、國(guó)際酒店客房操作程序手冊(cè)Housekeeping客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國(guó)際酒店客房手冊(cè)International Hotel Room Handbook 酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。除了詳細(xì)了解顧客的最初喜好等，在貼身服務(wù)的過程中，貼身管家需從多方面仔細(xì)觀察客人的需求，如果提前發(fā)現(xiàn)客人下一步需要什么樣的服務(wù)，需立刻行動(dòng)起來，讓客人還

2、沒提出要求就可以享受到貼心的服務(wù)。但是服務(wù)必須靈活，得按照一定的流程和規(guī)律，也要堅(jiān)持原則，首先要衡量已入住的顧客所提出的要求是否合理，如不能違反國(guó)家法律相關(guān)規(guī)定、不能侵犯其他客人的正當(dāng)權(quán)益等；有特殊狀況發(fā)生時(shí)，需逐級(jí)請(qǐng)示，不能擅自向客人許諾或脫離工作范圍。如曾經(jīng)有一位客人要求貼身管家充當(dāng)昆明導(dǎo)游的身份，讓其帶他到昆明各風(fēng)景區(qū)旅游，但貼身管家說服客人可以安排專職導(dǎo)游，可以更好地提供專業(yè)和理想的服務(wù)，得到了客人的理解和支持酒店電話機(jī)清潔程序部 門:分 部 門:Department: 房務(wù)部Outlet: 各分部工作任務(wù): 涉及員工:Task: 電話機(jī)的清潔程序To: 各級(jí)員工籌 備:審 批:Pre

3、pared by: Checked by: 日 期:編 號(hào):Date: Reference : HK 022 （共1頁）政 策：Policies： 認(rèn)真、高效地完成日常工作，確保工作標(biāo)準(zhǔn)與質(zhì)量。程 序：Procedures:1. 噴清潔劑在濕布上。2. 拿起電話筒，抹干凈聽筒和對(duì)講的部位。3. 抹干凈擱電話部位的內(nèi)面和電話身。4. 用一支原珠筆插入布?jí)K，清潔電話撥號(hào)的盤中間(如電話是按掣的那種，要清潔號(hào)碼間的空隙)。5. 清潔無繩電話的周圍和清潔電話線。6. 用干布擦亮電話并安放電話在原先正確的位置。7. 每周用消毒液消毒及清除聽筒和對(duì)講部位的氣味。酒店管理手冊(cè)前廳、客房、餐廳、人事、保安、工

4、程、營(yíng)銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門英文縮寫總經(jīng)理辦公室:GM 人力資源部:HR 財(cái)務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場(chǎng)傳訊部MC酒店各職位英文縮寫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 銷售部總監(jiān) FO-FRONT OFFICE 前

5、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 RESOURCES 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 DEPA

6、RTMENT客房中心酒店職位英語 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 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Executive Secretary總經(jīng)理室Executive Office (G.M office)機(jī)要秘書Secretary接待文員Clerk副總經(jīng)理Vice Gener

7、al Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書Secretary to General Manager行政秘書Executive Secretary人力資源部Human Resources Division人事部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)

8、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行政部主任 Executive Officer秘書Secretary員工事務(wù)長(zhǎng) Staff Purser車隊(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

9、 Rooms Keeper翻譯兼英語教師：English Translator & Teacher 市場(chǎng)營(yíng)銷部Sales & Marketing Division 銷售部Sales Department公關(guān)部Public Relation Department市場(chǎng)營(yíng)銷總監(jiān)Director of Sales and Marketing銷售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴會(huì)銷售經(jīng)理Banquet Sales Manager銷售經(jīng)理Sales Manager宴會(huì)銷售主任Banquet Sales Officer銷售主任Sales Off

10、icer高級(jí)銷售代表 Senior Sales Executive 銷售代表 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 Supervisor 高級(jí)客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(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 Departm

11、ent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 Control 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

12、/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 - Mate

13、rial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康樂部Recreation and Entertainment Department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康樂主管：Recreation Center Supervisor

14、DJ部主管：DJ Supervisor舞臺(tái)主任：Stage Performance Supervisor康樂領(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 Attendant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Re

15、servation Department賓客關(guān)系主任Guest Relation Officer資深銷售中心預(yù)訂員Sales Center Senior Reservation Clerk銷售中心主任Sales Center Supervisor禮賓部經(jīng)理Chief 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 Re

16、lation 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 出租車訂車員Taxi Service Clerk行政管家Executive 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

17、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 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 De

18、partment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 Restaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書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)

19、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 Department 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會(huì)銷售部經(jīng)理：Banquet Sales Manager 宴會(huì)銷售主任：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 服務(wù)員：Waiter & Waitress咨 客：Hostess傳菜員：Pantry man實(shí)習(xí)生：Trainee工程部Engineering Department工程總監(jiān)Chief Engineer