1、 客房部 STANDARD OPERATION PROCEDURES 标准操作程序标准操作程序 No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of Shangri-La International Hotel Manage
2、ment Limited. SHANGRI-LA INTERNATIONAL HOTEL MANAGEMENT LIMITED All rights reserved SHANGRI-LA HOTEL PRE 1. INTRODUCTION PRE 2. FAMILIARIZATION PRE 2.1 PROJECT DEPARTMENT PRE 2.2 HOUSEKEEPING BACK OF THE HOUSE AREAS PRE 2.3 PUBLIC AREAS PRE 2.4 ROOMS PRE 2.5 PANTRIES PRE 3. CRITICAL PATH PRE 3.1 CON
3、CEPT PRE 3.2 CHART PRE 3.3 UPDATES / REVISIONS PRE 4. ADNINISTRATION PRE 4.1 DEPARTMENTAL ORGANIZATION CHART PRE 4.2 LOCAL HOUSEKEEPING POLICIES AND PROCEDURES PRE 4.2.1 Lost and Found PRE 4.2.2 Guest Luggage Storage PRE 4.2.3 Baby Sitting Policy PRE 4.2.4 Minibar PRE 4.2.5 Key Control PRE 4.2.6 Pag
4、ers Control PRE 4.2.7 Guest Request Items PRE 4.2.8 Signing In/Out PRE 4.2.9 Swimming Pool Towels PRE 4.2.10 Parcel Passes PRE 4.2.11 Sewing Policy PRE 4.2.12 Shoe Polish PRE 4.2.13 Loss/Breakage/Damage/Spoilage Report PRE 4.2.14 Work Schedule PRE 4.2.15 Scheduling of Service Associates/Leaders - Ro
5、oms PRE 4.2.16 Scheduling of Service Associates/Leaders - Public Areas PRE 4.2.17 Housekeeping Forms PRE 4.2.18 Room History Record PRE 5. PERSONNEL PRE 5.1 PREPARATION PRE 5.2 REVIEW STAFF REQUIREMENTS PRE 5.3 JOB DESCRIPTIONS PRE 5.4 STAFF HIRING PLAN PRE 5.4.1 SAMPLE FORM PRE 5.4.2 HIRING / TRAIN
6、ING / SET-UP PLAN ContentsPRE 5. PERSONNEL PRE 5.5 STAFF RECRUITMENT PRE 5.6 DEPARTMENTAL ORIENTATION PRE 5.7 CASUAL STAFF PRE 5.8 EMPLOYEES LOCKERS PRE 6. HOUSEKEEPING BACK OF THE HOUSE AREAS ORGANISATION PRE 6.1 LINEN ROOM PRE 6.2 UNIFORM ROOM PRE 6.3 TAILOR SECTION PRE 6.4 ORDER TAKER AREAS PRE 6
7、.5 HOUSEKEEPING OFFICES PRE 6.6 LOST AND FOUND PRE 6.7 LINEN STORE PRE 6.8 CLEANERS STORE PRE 6.9 SUPPLY STORE PRE 6.10 CARPET MAINTENANCE WORKSHOP PRE 7. FF&E PRE 7.1 INITIAL REVISION PRE 7.2 CRITICAL PATH FF&E PLAN PRE 7.3 FF&E DELIVERY PROCEDURE PRE 7.4 FF&E DELIVERY SCHEDULE SAMPLE PRE 8. UNIFOR
8、MS PRE 8.1 UNIFORM APPROVAL PRE 8.2 UNIFORM TEST PRE 8.3 UNIFORM ORDER VS ACTUAL STAFF HIRE PRE 8.4 UNIFORM CONTRACT PRE 8.5 UNIFORM DELIVERY PRE 8.6 UNIFORM FITTING PRE 8.7 UNIFORM INITIAL MAINTENANCE PRE 8.8 UNIFORM CONTROL PRE 8.9 UNIFORM INITIAL ISSUE PRE 9. ROOMS AND F&B LINEN PRE 9.1 LINEN ORD
9、ER PRE 9.2 LINEN DELIVERY PRE 9.3 LINEN CONTROL PRE 10. EQUIPMENT PRE 10.1 EQUIPMENT TESTING PRE 10.2 EQUIPMENT RECEIVING AND STOCK CARDS PRE 10.3 EQUIPMENT PROCEDURE PRE 10.4 EQUIPMENT INVENTORY CHART PRE 10.5 EQUIPMENT RETIREMENT PRE 11. GUEST SUPPLIES PRE 11.1 GUEST SUPPLY ORDER PRE 11.2 GUEST SU
10、PPLY CONTROL PRE 12. PLANTS PRE 12.1 INTERIOR IMPRESSIONS PRE 12.2 PLANT CONTRACT PRE 13. FLOWER SHOP AND PREPARATION PRE 13.1 FLOWER SHOP POLICY AND PROCEDURE PRE 13.2 OPENING REQUIREMENTS PRE 13.3 FLOWER REMOVAL PROCEDURE PRE 14. PEST CONTROL PRE 14.1 PREPARATION PRE 14.2 CONTRACT PRE 15. CONTRACT
11、 CLEANERS PRE 15.1 WINDOWS AND CHANDELIERS PRE 15.2 PUBLIC AREAS NIGHT CLEANING PRE 15.2.1 WORK SCHEDULE PRE 15.2.2 QUOTATION PRE 16. PUBLIC AREA TOILETS PRE 16.1 POLICY PRE 16.2 INITIAL SUPPLY PRE 17. PUBLIC AREAS PRE 17.1 WORKING SCHEDULE PROCEDURE PRE 17.2 CLEANING PROCEDURES PUBLIC AREAS PRE 17.
12、2.1 CLEANING OF LOBBY PRE 17.2.2 CLEANING OF F&B OUTLETS PRE 17.2.3 CLEANING OF PUBLIC AREA TOILETS PRE 17.2.4 CLEANING OF BACK OF THE HOUSE CORRIDORS PRE 17.2.5 CLEANING OF HEALTH CLUB FACILITIES PRE 17.2.6 CLEANING OF EMPLOYEE LOCKERS PRE 17.2.7 INSPECTION OF PUBLIC AREAS AND BACK OF THE HOUSE PRE
13、 17. PUBLIC AREAS PRE 17.3 PUBLIC AREA STORE PRE 18. ENGINEERING PRE 18.1 MAINTENANCE PROCEDURE PRE 18.2 PREVENTIVE MAINTENANCE PROGRAMME PRE 18.3 EMERGENCY PROCEDURE PRE 19. CLEANING CHEMICALS AND SUPPLIES PRE 19.1 BACKGROUNG INFORMATION PRE 19.2 PURCHASE OF CLEANING CHEMICAL AND SUPPLIES PRE 19.3
14、CLEANING CHEMICAL AND SUPPLY CONTROL PRE 20. GUESTROOMS PRE 20.1 BACKGROUND INFORMATION PRE 20.2 GUESTROOM HAND OVER PRE 20.3 GUESTROOM SET-UP PRE 20.4 DRY RUN PRE 20.5 OPENING CHART PRE 20.6 FLOOR PANTRY SET-UP PRE 21. HORISON FLOORS PRE 21.1 BACKGROUND INFORMATION PRE 21.2 FINALIZATION PRE 22. PUN
15、CH-OUT LISTS PRE 22.1 CONCEPT PRE 22.2 PUNCH-OUT LIST - GUESTROOMS PRE 22.3 PUNCH-OUT LIST BATHROOMS PRE 22.4 PUNCH-OUT LIST CORRIDOR (GUEST FLOORS / PUBLIC AREAS) PRE 22.5 PUNCH-OUT LIST PUBLIC AREAS SHANGRI-LA HOTELS AND RESORTS PRE 1. INTRODUCTION HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1
16、( ROOMS DIVISION ) This Guide has been produced to ensure a common understanding of the way we intend to conduct the pre-opening of Shangri-La International Properties with regard to the Housekeeping Department. Each operation is unique however, the principle of the pre-opening stage is similar thro
17、ughout. It will guide you through the most critical and hectic time, with success in mind. Throughout the pre-opening per , this Manual has to be adjusted to your individual needs and, in conjunction with the Corporate Operation Guide, will provide a great deal of valuable information, standards and
18、 guidelines for you to follow and incorporate into your own manuals. The pre-opening period of our hotel leading towards a successful opening will be the most rewarding time for any Executive Housekeeper. Your personal involvement and action will help create the hotel and will place the Shangri-La p
19、roperty into the top niche of the hotel market. SHANGRI-LA HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.1 PROJECT DEPARTMENT HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1 ( ROOMS DIVISION ) DBO 180 - 160 During the pre-opening of the Hotel, the Project Department will be one of the most import
20、ant relationships for the Executive Housekeeper. Lines and scope of communication between the Executive Housekeeper and Project Management must be clarified by the General Manager at the beginning, when the Executive Housekeeper joins the Hotel A good relationship with this department will help a gr
21、eat deal in tight situations as well as when last minute emergencies occur, and from the Project Department the Executive Housekeeper will be able to draw a wealth of information related to the opening of the property. 1. BLUE PRINTS If possible the following blue prints should be obtained from the
22、Project Manager a. All levels of the Back of the House Areas b. All levels of Front of the House Areas c. All levels of Rooms d. Large scale Blue Prints of: - Housekeeping Offices - Linen / Uniform Rooms - Housekeeping Stores/Pantries - Laundry - Floor Pantries - Restaurants and Bars - Lobby(s) - Ba
23、llroom - Function Rooms - Toilets - All Room Types and Suites e. Interior swatches on charts of all the above, if available. f. Manufacturers recommendations on handling a care of fabrics, wall and floor finishes. SHANGRI-LA HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.2 HOUSEKEEPING BACK OF THE
24、HOUSE AREAS HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1 ( ROOMS DIVISION ) With the Blue Prints and the enlargements, proceed to the areas and inspect the entire outline against the drawings. Visualize this Department in operation and ask yourself questions like: 1. Is the proposed layout feasi
25、ble for your daily operation? 2. Do the Housekeeping offices have windows to observe the operation? 3. Are pillars obstructing the work flow, and are they a reason to change the layout? 4. Are power plugs and computer terminal outlets at the proper place or need re-routing? 5. Does the Tailor sectio
26、n have sufficient power outlets, lockable storage space and lights? 6. Do some doors require ramps for easy trolley movement? 7. Is the proposed layout for the Millwork serving the required purpose? All required and proposed changes are to be discussed with the General Manager and he will in turn di
27、scuss them with the Project Department. Please keep in mind, not all your ideas and requests can be entertained. Creative improvisation is then required. SHANGRI-LA HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.3 PUBLIC AREAS HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 2 ( ROOMS DIVISION ) F&B
28、OUTLETS When inspecting these areas with the blue prints visualize them as completed. Note the following thoughts: Areas: - Are there any major handicaps which you might face once you start cleaning e.g. oversized pillars, mirrored ceilings. Etc? - Estimate an approximate staff level which you would
29、 require to clean these areas individually once a day thoroughly. - Check for power points. - Assess different types of floor surfaces - Where is the nearest Cleaner store, which route can the cleaners take to avoid moving their equipment though guest areas? - Study the stores for the outlets, is th
30、ere sufficient space for linen storage? - Count the windows and chandeliers. LOBBY Shangri-La Hotels are well known for their spectacular Lobby areas. - Note ceiling height, pillars and high walls. - Count chandeliers, lobby windows, glass doors, shop windows - Inspect the designated area for the fl
31、ower workshop, make sure there is a water outlet and drainage. - Estimate your staff level to clean the area thoroughly once a day. SHANGRI-LA HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.3 PUBLIC AREAS HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 2 OF 2 ( ROOMS DIVISION ) TOILETS - Floor drainage m
32、ust be leveled correctly to drain sufficient water in case of any pipe burst. - Electric sockets conveniently installed, for electric hair dryers. - Storage facilities, either a small store room or cupboards with shelves to install underneath the basins. - Sufficient lights on the mirrors. SHANGRI-L
33、A HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.4 ROOMS HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1 ( ROOMS DIVISION ) When getting accustomed to the Room size and layout, pay attention to: a. - Balconies - Balcony doors if possible self closing, to avoid humidity build up in the room - Rails
34、 high enough for children - Drain large enough and lower than floor - Balcony light - Balcony door must have safety lock - Balcony rail to dry towels(where applicable) b. Windows must have a safety lock c. - Bathroom floor drainage must be leveled correctly - Safety hand bars on bathtub wall and in
35、shower stall - Marble walls, vanity counter, floor to be sealed SHANGRI-LA HOTELS AND RESORTS PRE 2. FAMILIARIZATION PRE 2.5 PANTRIES HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1 ( ROOMS DIVISION ) Compare the actual size of the Pantries with the architectural layout. Note the positions for: - L
36、inen shelves - Guest supply cabinet (lockable) - Position for fridge (fruits) - Position for fridge (flowers) - Washbasin industrial - Ice machine - Mini bar cabinet (if applicable) - Electric socket for water heater (Tea) - Sufficient electric sockets for the above Enough space must be left to stor
37、e the maids trolleys, rollaway beds and baby cribs. Staff toilet should be located near the pantry. Service lift landing must have shelves provided for the Room Service trays. SHANGRI-LA HOTELS AND RESORTS PRE 3. CRITICAL PATH PRE 3.1 CONCEPT HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 1 ( ROOMS
38、DIVISION ) DBO 180 - 160 The critical path is one of the most important tools guiding the departments toward the opening. Correctly filled and subsequently monitored it presents valuable information concerning the exact status the Department is in at any given time, and if progress is on line. All a
39、ctivities with start and completion date are recorded. The following procedures are all cross referenced with the critical path on Days Before Opening (DBO). SHANGRI-LA HOTELS AND RESORTS PRE 3. CRITICAL PATH PRE 3.2 CHART HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 1 OF 5 ( ROOMS DIVISION ) DESIGN OF
40、 CRITICAL PATH See sample critical path attached. The form has to contain the following columns: 1. ACTIVITY Enter all topics which are outlined in this Manual and anything that is particular to your property. 2. RESPONSIBILITY Record the person concerned who will be responsible to take action and/o
41、r to assist. 3. COLUMNS Working backwards e.g. from 180 days to day of opening 0. 4. RECORDING Enter task time frame from start to completion. 5. MILESTONES Enter the critical date after which lack of completion could negatively affect the opening (mostly required for FF&E ordering and staff hiring)
42、. SHANGRI-LA HOTELS AND RESORTS PRE 3. CRITICAL PATH PRE 3.2 CHART HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 2 OF 5 ( ROOMS DIVISION ) StartCompletePRE 3.Prepare critical path for HSKP180160PRE 2.Finalize lay out for all HSKP Areas180160PRE 4.2Finalize organization chart180160PRE 5.2Review staff req
43、uirements180160PRE 3.2Prepare critical path hiring, training, set-up180160PRE 9.Establish linen par system180160PRE 9.Review and specify linen requirements180160PRE 7.1Review FF&E list180160PRE 14.Preliminary Pest control contract180160PRE 14.Pest control in action180160PRE 8.1Obtain proposal for un
44、iform consultancy180160PRE 10.1Specify Cleaning machines requirements and quantities180160PRE 11.1Prepare guest supplies list180160PRE 5.2Finalize staff requirement180160PRE 7.1Finalize FF&E requirement180160PRE 7.2Prepare critical path for FF&E180160PRE 4.2.18Prepare list of internal forms for prin
45、ting180160PRE 7.3Delivery procedure for FF&E180160Provide requirements for opening assistants for approval180160HT 2.Prepare training plan by position180160PRE 11.1Obtain artwork on guest supplies180160PRE 11.1Order guest supplies180160PRE 7.2Complete critical order dated FF&E180160Establish opening
46、 assistance requirements180160PRE 8.1Select uniform designer180160Select, recruit & hire Assist Exec. HSKP160150PRE 9.1Obtain linen samples and quotes for approval160150PRE 9.1Ensure linen quality for SLIM standard160150PRE 8.4Uniform contract for approval160150Asst. Exec. HSKP on board150140PRE 5.3
47、Prepare job description150140PRE 5.4Prepare staff hiring plan150140PRE 8.1Receive 1st presentation uniform design150140PRE 9.1Present linen proposal for approval150140Select, recruit hire Assit. HSKP P.A.150140PRE 17.2Establish policy P.A. Cleaning150140Select, recruit hire Assist, HSKP Floor150140P
48、RE 8.1Review, approve uniform design and changes150140No. of Days Prior to OpeningProcedure No.ProceduresSHANGRI-LA HOTELS AND RESORTS PRE 3. CRITICAL PATH PRE 3.2 CHART HOUSEKEEPING PRE-OPENING GUIDE 09/02 PAGE 3 OF 5 ( ROOMS DIVISION ) StartCompletePRE 4.2Prepare Housekeeping procedures draft15014
49、0PRE 20.Mock up room ready150140Asst. HSKP P.A. on board140130PRE 22.Punch list P.A. Room. Bathroom140130PRE 7.2Enter deadlines in FF&E critical path140130PRE 12.Initiate plant/landscape program140130PRE 4.2.18Approve internal forms/guest collateral140130PRE 7.4Prepare staff, Inventories for FF&E de
50、livery140130PRE 9.1Test wash Linen samples140130Assist. HSKP Floors on board140130PRE 9.1Linen order issue140130PRE 4.2Finalize Housekeeping policies and procedures140130PRE 8.1Uniform prototype fashion show140130PRE 5.4Proceed with staff hiring plan130120PRE 8.4Final Uniform design changes130120PRE
