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LOST AND FOUND失物招领Task Number: 任务号:GE-0004Department: 部门:Housekeeping客房部Date Is
3、sued: 制定日期:Guest Expectation: 客人期望:I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them. 我希望我偶尔遗忘的物品能够得到妥善保存和归还Time to Train: 培训时间:25 minutes 25分钟Why is this task important for you and our guests? 为什么这项任务对你及我们的客人都如此重要？Answers: 回答:1. It is impor
4、tant, that Lost & Found items are handled properly in accordance with the Hotel procedure.根据酒店的规定妥善处理客人的失物非常重要2. I understand that our guests expect to have lost items returned.我能理解客人的失物希望能够归还?3. I can show professionalism.我能展示我们的专业4. Returned items to Guests demonstrates our honesty and integrity.
5、归还客人的失物体现我们的专业和诚实?WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) Handling Lost and Found 处理客人失物 Any Lost and Found item are to be turned in to the Housekeeping Office immediately. 所有酒店发现的失物应立即交到客房办公室Never put any found item in the pantry or in other locations, or on a trolley绝对不允许将.失物放在工作
6、间或其它地方和工作车Housekeeping Office is responsible for the administration of all Lost and Found.客房部办公室负责所有失物的管理Anything left in an empty room or other guest area should be treated as a Lost and Found item.所有在空房和其他任何区域捡到的物品都必须作为失物招领Immediately call the Housekeeping Office when any item is found. 如果发现如何物品应该
7、马上打电话给客房部办公室。Why can I not leave the item in the Pantry or on the trolley until my shift ends?为什么不能将失物放在工作车和工作间只至下班?Is something as small as a telephone adaptor treated as a lost & found item?象电话转换插座这种类型的物品能将作为失物招领吗?2) Handover the item to office 将物品交接给客房部办公室 Floor Supervisor will take the item to t
8、he Housekeeping Office and log the location found, date and time in the Lost and Found log book. Item will be locked in the Lost and Found cabinet.主管将失物拿到办公室并在失物招领本上注明日期和捡到的时间,并将其放在失物招领柜里面锁好The lost item will be marked with numbered tag. The number corresponds with the number in the log book.在失物上应注明
9、编号.但是上面的号码必须是和失物招领本上的号码一样 If you have any question about Lost and Found, you should contact your Supervisor right away.如果您发现失物有什么为题的话,应及时通您的主管If the lost item has value (jewelry, camera etc.) the Security Manager gets involved. 如果失物是贵重物品如像机,珠宝等,保安部经理需建立相关的档案Valuable items must be put into the FO saf
10、e and Executive Management informed, including the Housekeeper.值班经理和大厅副理一起应将贵重失物锁进前厅的保险柜里面Why does the FL. Supervisor take the item to the HK office?为什么需要主管将失物拿到客房部办公室?Why does the item need to be marked with a number?为什么失物需要编号?Why do valuable items need to be separately locked?为什么贵重物品需要特别的琐起来?WHAT/
11、 STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题3) Guest calls客人电话When the guest calls, items must be convincingly identified by the guest. 当客人打电话通知需要失物时应与客人核实物品的准确性?Why do I need to get the exact description?为什么需要核实?4) Sending the item送客人物品Executive Housekeeper or Assistant Executive Housekeeper
12、must ensure that the right item is sent to the guest from the Concierge desk.行政管家和行政副管家必须确保将准确的物品通过礼宾部给客人The Guest will be asked how he/she wants to have the item sent, or when he/she will stay with us next time to have the item handed over to the guest personally.应询问客人需要采取哪种方式给他/她,也许他/她希望在下次入住时亲自给他
13、/她Items will be sent on the hotels expenses as a gesture of service by the fastest way possible尽量用最快的邮寄方式来给邮寄给客人,邮寄费用由酒店来支付,这是酒店的一项服务Why does the Concierge send the items?为什么需要通过礼宾部来将物品送回给客人?Why do we ask the guest how he/she wants to have the items sent?为什么需要询问客人希望采取什么方式?Why does the hotel pay?为什么需
14、要由酒店来支付?mmary questions: 问题概述1. What is important when finding an item?当发现失物时应注意什么?2. Where does the lost & found item go?应将失物放在什么地方?3. What speed is required to deliver lost & found items to HK Office? 应用多快的速度将失物送至办公室?4. What do I have to do if a guest calls and advises they have lost an item?当客人需要
15、失物时应怎样做?5. What choices for collection can we present to the guest once we are sure the item belongs to them?当我们确认了东西是客人的时候,交还东西有哪几种方式呢?6. Who sends the item?谁去送失物?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
16、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
17、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。
