國際酒店P(guān)A部操作程序PA-0020INSPECTBACKOFHOUSE

1、INTERCONTINENTALHOTELS GROUPSTANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序INSPECT BACK OF HOUSE酒店的后部區(qū)域的檢查Task N umber :PA-0020任務(wù)號(hào)DEPARTMENT ：Housekeeping部門Date Issued：客房部January 2005發(fā)出時(shí)間GuestExpectation :2005年1月Even though I don ' t see back of house, I experftfbouse areas to be as clean, and organized as f

2、ront of house areas. I don' t understand how the front of顧客愿望sparkling if the back of house is dirt:昇管我沒有看到酒店的后區(qū)，但我也布望它能夠跟 前區(qū)一樣干凈。如果前區(qū)干凈而后區(qū)臟的話是讓我很難接受的。TIME TO TRAIN ：25 minutes培訓(xùn)時(shí)間25分e can be ckWhy is this task important for you and our guests?為什么此任務(wù)對于你和我們的客人都很重要？Answers:答案1. I understand the im

3、portance of having clean back of housB理解清潔酒店后區(qū)的重要性。2. This represents our cleanliness and image behind the scene.能夠表現(xiàn)出我們酒店的潔凈形象。3. This shows our professionalism也能夠顯示我們的專業(yè)性。WHAT/ STEPS 內(nèi)容步驟HOW/ STANDARDS 操作標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)疑問1) Ceiling 天花Check if the ceiling is clean and free of cobweb Look for

4、 cracks, damage or stains.檢查天花的干凈與否和啟元蜘蛛網(wǎng)，是否 仔仕裂縫、損壞和污點(diǎn)。Check the pipes along the ceiling and ensure they are dust free.檢查天花管道確保無灰塵。Check ventilation grills and ensure they are clean.檢查空調(diào)管道濾網(wǎng)確保無灰塵。Check the ceiling lights to ensure they are working and are clean.檢查天花吊燈確保工作止常無灰塵。sWhy do I start with

5、the ceiling?我為什么要從天花開始？Why do I need to check the pipes along the ceiling?我為什么要檢查天花管道？Why do I need to check ventilation grills?我為什么要檢查空調(diào)設(shè)施？How can I check the ceiling lights?我怎么檢查天花吊燈？2) Wall 墻Check the wall from top to bottom, ensure that it is free from dust and stains.從上至卜的檢查墻面，確保無灰塵和污 點(diǎn)。Check t

6、he wall skirting to ensure it is clean and without scratches. Raise work order if scratche are bad查墻裙是否干凈后龍劃痕，必要 時(shí)進(jìn)行更換。What do I have to do when the wall is not clean?如果墻間/、干凈的話該怎么辦？s3) Power points 電源升大Check switches and ensure they are working a are clean.檢查電源開關(guān)確保干凈正常。Check sockets and ensure they

7、 are clean and damaged.檢查插座確保干凈無損壞。ndHow can I check the power sockets?我怎么檢查電源插座？not4) Signs and notice boards林/、指小牌Ensure signs and notice boards are hanging properly and are clean.檢查標(biāo)示指示牌確保懸掛正確干凈無灰 塵。Why do I need to check the notice boar? 我為什么要檢查標(biāo)示指示牌?What shall I do if things are not replaced?如果

8、需要更換我該怎么辦？5) Doors門Check and ensure that door, door-frame and door knob are clean.檢查門、門框和把手確保正常無灰塵。Check the hinges to ensure they are clean and work properly.檢查鎖鏈確保正常干凈。Check signage on the door to ensure that it is free of dust.檢查指示圖確保干凈無灰塵。Is it important to have dust free signage? 寸斤圖無灰塵很重要嗎？5)

9、Report defects問題上報(bào)Report immediately maintenance problems found cleaning.在清潔的過程中發(fā)現(xiàn)問題立刻上報(bào)。Why do I have to report immediately? 我為什么要立刻上報(bào)？Summary questions 問題總結(jié)1. What is important when inspecting back of houses查后區(qū)的時(shí)候應(yīng)注意什么？2. Where do I have to start我從那里開始？3. What are the points to check檢查的電源點(diǎn)都有那些？4.

10、If things are not clean, do I have to call the PA to do it again?果不干凈還需要通知 PA 來清潔嗎？5. What are my options if the PA complains that despite regular cleaning, employees continue not to take any pride in back of house areas如果在正常清潔的情況下員工抱怨并對后區(qū)清潔不重視你怎么看？6. What do I have check daily我每天都應(yīng)該檢查什么？7. Do I need to report defects to HK or can I r