助力酒店管理 提升英语能力 Focus on hotel management and hotel English 客房部各岗位职责及管理制度汇编 目 录 第一章 管家部组织结构图······················································ 1 ORGANIZATION CHART 第二章 管家部岗位职责······················································1-25 POSITION RESPONSIBILITY OF H.K DEPT 2.1 管家部经理 2.2 楼层经理 Head Floor Supervisor ·········3 2.3 楼层督导 Floor Captain ············· 5 2.4 楼层服务员 Room Attendant ················································ 7 2.5 楼层清扫员 Room Cleaner ·················································9 2.6 公共区域经理 Public Area Supervisor····································11 2.7 公共区域督导 Public Area Captain·········································12 2.8 公共区域服务员 2.9 花房管理员 H.K Dept. Manager··································2 Public Area Attendant·····································13 Florist····························································14 2.10 公共区域清洁工 2.11 洗涤部经理 Laundry Manager·············································16 2.12 洗涤部督导 Laundry Captain··············································17 2.13 干洗工 Public Area Cleaner·······································15 Dry Cleaner······················································18 1 / 92 助力酒店管理 提升英语能力 Focus on hotel management and hotel English 2.14 大湿洗工 Washer-Large Items···········································20 2.15 小湿洗工 Washer-Small Items ········································· 21 2.16 平烫工 2.17 布草折叠工 Linen Folding Attendant····································23 2.18 布草收发员 Linen Delivery Maid·········································24 2.19 制服收发员 Uniform Delivery Maid·····································25 第三章 Flat Work Ironer·················································22 管家部各岗位操作程序 ··············································27-136 HK.DEPT.STANDARD OPERATION PROCEDURE 3.1 楼层经理 3.1.1 Head Floor Supervisor·······················27 处理客人投诉 3.2 楼层督导 Handling Guest’s Complains··················27 Floor Captain············································28-31 H . K 管 理实 务 3.2.1 检查客房 Checking Guest Rooms························ 28 3.2.2 收取小酒吧帐单 Collecting Mini-bar Bill·····················30 3.2.3 饮料管理 Controlling wine & Beverage·················31 3.3 楼层服务员 Room Attendant··························32-53 3.3.1 楼层钥匙领用和保管 Picking up& Keeping Room Key ············32 3.3.2 开酒水帐单 Filling in Wine & Beverage Bill···············33 3.3.3 杯具洗涤、消毒 Washing-up & Disinfecting Glassware·······34 3.3.4 客用品领用、存放 Application of &Keeping Items················35 3.3.5 客人要求开门 Handling Request for Opening the Door ·····36 2 / 92 助力酒店管理 提升英语能力 Focus on hotel management and hotel English 3.3.6 引领客人进房 Greeting the Guests·······························37 3.3.7 报交遗留物品 Delivering Properties Left Behind by Guest· 38 3.3.8 客人离店结帐 Guest Check-out ··································39 3.3.9 查走客房（遗留物品） Check-up C/O Room····························40 3.3.10 做夜床 Providing Turn-down Service··················41 3.3.11 开房门 Opening the Door ································43 3.3.12 加床 Handling Request for Extra Bed ··············44 3.3.13 铺床 Making the Bed···································45 3.3.14 上毛巾、茶水 Offering Towel / Tea Service···················46 3.3.15 客房二次打扫 Re-cleaning the Room····························47 3.3.16 重点宾客进房 Receiving VIP·····································48 3.3.17 擦皮鞋 Providing Free Shoe Shining Service·········49 3.3.18 翻转床垫 Turning the Mattress······························50 3.3.19 洗涤浴帘 Washing Shower Curtain························51 3.3.20 吸尘器使用和保养 Using & Maintaining Vacuum Cleaner·······52 3.3.21 处理意外损坏宾客物品 Dealing with Damaging Guests ’Articles····53 3.4 客房清扫员 Room Cleaner·····························54-59 3.4.1 整理工作车 Cleaning up Maid’s Cart····································54 3.4.2 打扫住客房 Making up Occupied Room································55 3.4.3 清扫卫生间 Making up Washing Room·································57 3.4.4 工作车摆放 Maid’s Cart Setting··········································58 3 / 92 助力酒店管理 提升英语能力 Focus on hotel management and hotel English 空房清扫 Making up Vacant Room ····································59 3.5 客房中心服务员 Housekeeping Center Attendant·······60-64 3.4.5 3.5.1 核对未进店客房报告 Checking No-show Room Report ·············60 H . K 管 理实 务 3.5.2 核对查房报告 3.5.3 客用品的借用、登记和保管 Item’s Loan /Registration / Keeping··············62 3.5.4 接打内部电话 Receiving & Making Inside Ca