1、国际酒店管理资料客房标准操作程序Hotel Room Management Training Manual国际酒店客房手册International Hotel Room Handbook酒店客房的重要性：负责组织和安排客房和公共区域的清扫工作，督导、培训和考核下属员工按标准和流程实施清扫和服务工作，确保酒店客房干净与设施完好，满足客人的服务需求，并负责客房物品的管理，协助工程人员完成客房和公共区域的维修项目。按标准要求负责清扫整理客房和楼层公共区域，为客人提供干净安全的客房和环境，满足客人正当合理的服务需求，负责本区域安全工作。负责酒店公共区域的卫生保洁及保养工作，为客人营造干净、温馨、舒适
2、的环境，保持酒店环境的美观，满足酒店服务要求1. 贯彻执行店总的经营管理指令，向店总负责并报告工作；2. 根据酒店确定的经营方针和目标，负责编制客房部预算，制订各项业务计划，并有效组织实施与监控，实现预期目标；3. 以市场为导向，研究并掌握市场的变化和发展情况，适时调整经营策略，努力创收，坚持以部门为成本中心的方针，严格控制成本，降低消耗，以最小的成本获取最大的经济效益；STANDARD OPERATING PROCEDURE标准操作程序INSPECTING F&B OUTLETS检查餐饮区域Task Number: 任务号：PA-0021Department: 部门：Housekeeping
3、客房部Date Issued: 制定日期：Guest Expectation: 客人期望：I expect Restaurants to be clean. I want to enjoy my food and beverage in the comfort of hygienic and sanitized environments.我希望餐厅非常的干净.我希望在一个卫生,清洁的环境中用餐.Time to Train: 培训时间：25 minutes25分钟Why is this task important for you and our guests?为什么这项任务对您和客人如此重要?
4、Answers: 回答:1. I understand the importance of having clean restaurants. 我明白干净的餐厅的重要性.2. It is important for us to take good care of our restaurants, as this keeps our image high. 很好的维护餐厅的卫生,会提升客人对我们酒店的印象.3. We can show our professionalism. 体现了我们的专业4. We can increase our GSTS score. 增进客人的满意度.WHAT/ ST
5、EPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Entrance 入口Check to ensure that doors are clean and working properly particularly doors into the kitchen. Ensure that hinges and handle are clean and there are no scratches on the surface.检查门的清洁状况,是否工作正常,特别是通往厨房的门,检查门的合页和把手是否清洁,门的表面是否有刮痕.Check the
6、ceiling to ensure it is free of cobwebs and that the light is working.检查天花板的清洁,是否有蜘蛛网,顶灯的工作是否正常.Why do I have to check if the door is working?为什么我需要检查门是否可以正常工作?How can I check the ceiling?我如何检查天花板?2) Wall墙面Check the wall to ensure it is clean and stain free.检查墙面是否清洁,有没有污迹.Check the pictures on the w
7、all to ensure that they are dust free.检查壁画是否清洁.Check the light switches and sockets to ensure that they are clean.检查开关和插座的清洁.Why do I need to check the wall?为什么我需要检查墙面?What happens if pictures are not hanging straight?如果壁画没有挂正,我需要做什么?What do I have to check about the switches?我需要怎样检查开关?3) Floor地面Che
8、ck the floor skirting to ensure it is clean and not damaged.检查地角线的清洁,是否有破裂.Check the floor to ensure it is clean and free of debris and stains. Deep cleaning of floors in busy outlets such as the Breakfast area should be periodically deep cleaned.检查地面是否有碎片或者污迹.使用频繁区域需要做大清洁,特别是早餐区域需要定期大清洁.What do I n
9、eed to do when the skirting is damaged?如果踢脚板有破裂,我应该怎么办?Why should the floor be stained? How frequently should be outlets be deep-cleaned?为什么地面会有污迹?多久需要做一次大清洁?4) Furniture家具Check upholstery to ensure it is clean and free from stains. Remove cushions to check underneath and ensure there is no hidden r
10、ubbish.Check tables and chairs including the legs to ensure they are clean.检查室内装饰品的清洁,是否有污迹,将坐垫挪开,检查底部的清洁状况.检查桌椅的清洁状况.Do I have to check as below cushions?我需要检查垫子底下的清洁吗?Do I have to check table by table and chair by chair?我需要一个一个地检查桌椅的清洁吗?5) Buffet counter自助台Check around buffet counter area. Ensure
11、it is free of food droppings and stains.围绕布菲台检查,确认没有食品污迹.Why is this often a particularly stained location?为什么这里是非常容易产生污迹的地方?6) Plants/flowers植物/鲜花Check the pots/vases to ensure they are clean and free form cigarette butts.检查花钵的清洁,确认里面没有烟头.Why are cigarettes found in plant pots?为什么花钵里会有烟头?7) Windows
12、窗户Check windows and curtains to ensure they are clean. Always pull curtains and check behind them to ensure that area has been cleaned检查窗户和窗帘的清洁,注意检查窗帘的背面区域的清洁.How should I clean the window?我如何清洁窗帘?8) Fire prevention facilities消防器材Check exit signs to ensure it is clean and working.检查安全逃生指示的清洁,工作是否正常
13、.Check fire hose and extinguisher to ensure they are clean.检查消火栓和灭火器的清洁.Why do Emergency signs need to be clean?为什么紧急出口指示需要清洁?9) Exit and entrance to the kitchen厨房的出,入口Check the floor and mat to ensure that they are clean and properly placed. Lift up the mat to ensure it is clean underneath.检查地板和垫子的
14、清洁,垫子是否正确放置,将垫子拿起来检查底部的清洁.Why is it important to clean the entrance to the kitchen?为什么检查厨房的出,入口处很重要?10) Report defects问题报告Report immediately any maintenance problems found while cleaning.清洁期间有任何问题立即报告.Why do I have to report them immediately? 为什么我需要立即报告?Summary questions：问题概述:1. Why is it important
15、to ensure F&B outlets are clean? 为什么确保餐饮区域的清洁很重要?2. What points must you check? 你需要检查什么地方?3. When should you check? 你需要在什么时候检查?4. Why is the floor particularly important? 为什么地板的清洁特别重要?5. Do you need your work checked? 你需要检查你的工作吗?6. What do you do if you see maintenance problems? Do I need to report
16、defects to HK or can I report this defect immediately to POMEC? 如果有维修上的问题你要怎么办?是报告客房部还是工程部?Now ask the trainee to practice the task from start to end to test competency. 现在由培训生按照步骤从头到位进行实践操作并做测试。走在路上对于客房服务，相信不少的酒店人都有一些误区，认为客房服务就是打扫房间或者递送物品那么简单，其实，客房服务需要注重的侧重点还很多，今天我们就列举了一些酒店常遇到的小情况，和大家共同探讨该如何处理。对于客房
17、服务，相信不同的酒店也会有自己独立的一套运营标准，希望通过本篇文章，能够给大家一些运营上的启发，获得客人更多好评，从全面做好客房服务开始。酒店是一个“以人为中心”的服务企业，每天发生的事情，基本上都是“人”的故事。从员工对顾客的服务，经理对员工的管理，总经理面对大量事务也无一不与顾客、员工和业主有关，酒店生产出来的产品都是通过人的劳作和服务的产品。所以酒店的产品有别于一般企业的产品，需要我们用心来做，而客房服务在所有环节中，至关重要。客房管理人员必须对客服务第一线经常地反复地讲解、宣传、鼓动、督促、鞭策、培训、现场示范给部门员工，将简单的、重复的、乏味的劳动变为积极主动创造性的劳动；让有形的设备设施和无形服务产生最大的经济效益，达到预期的效果。所谓无形产品的有情化：就是讲情感化的服务。影响服务质量的因素很多，但关键是无形产品的有情化，也就是说把情感服务纳入有情化之中。例如某酒店一次荷兰外宾来入住，总台在分房服务中特意 安排了有浓郁中国特色的以喜庆暖色装饰的中式标准间；客人到达前，对地毯进行了全面彻底清洗，外宾对蚊虫特别敏感，我们又组织灭虫喷药一次；提早在客房内放置婴儿床、婴儿推车；全部配备新毛巾营造二种安祥温馨的家庭气氛，使外宾感到服务的热情周到、有人情味。房务中心还安排懂外语，服务细心的服务员，为这批客人服务，树立宾馆形象，使他们流连忘返。
