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1H.K管理实务H.K管理实务目录CATALOGUE第一章管家部组织结构图················1ORGANIZATIONCHART第二章管家部岗位职责····················1-25POSITIONRESPONSIBILITYOFH.KDEPT2.1管家部经理H.KDept.Manager·······························22.2楼层经理HeadFloorSupervisor········32.3楼层督导FloorCaptain············52.4楼层服务员RoomAttendant···········72.5楼层清扫员RoomCleaner····································92.6公共区域经理PublicAreaSupervisor··························112.7公共区域督导PublicAreaCaptain·········122.8公共区域服务员PublicAreaAttendant········132.9花房管理员Florist···············142.10公共区域清洁工PublicAreaCleaner·········152.11洗涤部经理LaundryManager···········162.12洗涤部督导LaundryCaptain···········172.13干洗工DryCleaner·············182.14大湿洗工Washer-LargeItems··········202.15小湿洗工Washer-SmallItems········212.16平烫工FlatWorkIroner···········222.17布草折叠工LinenFoldingAttendant········232.18布草收发员LinenDeliveryMaid·········242.19制服收发员UniformDeliveryMaid········25第三章管家部各岗位操作程序··············································27-136HK.DEPT.STANDARDOPERATIONPROCEDURE3.1楼层经理HeadFloorSupervisor······················273.1.1处理客人投诉HandlingGuest’sComplains······273.2楼层督导FloorCaptain·········28-312H.K管理实务3.2.1检查客房CheckingGuestRooms·······················283.2.2收取小酒吧帐单CollectingMini-barBill········303.2.3饮料管理Controllingwine&Beverage··················313.3楼层服务员RoomAttendant········32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey············323.3.2开酒水帐单FillinginWine&BeverageBill···············333.3.3杯具洗涤、消毒Washing-up&DisinfectingGlassware··343.3.4客用品领用、存放Applicationof&KeepingItems·····353.3.5客人要求开门HandlingRequestforOpeningtheDoor·363.3.6引领客人进房GreetingtheGuests··········373.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest383.3.8客人离店结帐GuestCheck-out··········393.3.9查走客房（遗留物品）Check-upC/ORoom·········403.3.10做夜床ProvidingTurn-downService······413.3.11开房门OpeningtheDoor··········433.3.12加床HandlingRequestforExtraBed····443.3.13铺床MakingtheBed···········453.3.14上毛巾、茶水OfferingTowel/TeaService······463.3.15客房二次打扫Re-cleaningtheRoom·········473.3.16重点宾客进房ReceivingVIP············483.3.17擦皮鞋ProvidingFreeShoeShiningService···493.3.18翻转床垫TurningtheMattress·········503.3.19洗涤浴帘WashingShowerCurtain········513.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner··523.3.21处理意外损坏宾客物品DealingwithDamagingGuests’Articles·····533.4客房清扫员RoomCleaner·····························54-593.4.1整理工作车CleaningupMaid’sCart········543.4.2打扫住客房MakingupOccupiedRoom·······553.4.3清扫卫生间MakingupWashingRoom·······573.4.4工作车摆放Maid’sCartSetting··········583.4.5空房清扫MakingupVacantRoom·······593.5客房中心服务员HousekeepingCenterAttendant········60-643.5.1核对未进店客房报告CheckingNo-showRoomReport····603H.K管理实务3.5.2核对查房报告CheckingRoomReport········613.5.3客用品的借用、登记和保管Item’sLoan/Registration/Keeping···623.5.4接打内部电话Receiving&MakingInsideCall·····633.5.5处理前台报表DealingwithDept.Reports·······64附录：客房中心常备客用品清单···················64Appendix:ListofItemsPreparedinHousekeepingCenter3.6PA服务员PAAttendant································65-813.6.1石材日常保养MarbleDailyMaintenance·······653.6.2大理石地面打蜡PolishingMarblewithWax·······663.6.3大理石地面起蜡WaxRemoveFromMarble····················673.6.4石材墙壁上蜡PolishingWallwithWax·······683.6.5清洗地毯（干泡）CleaningCarpet(Dry-clear)······693.6.6洗地毯（抽洗）WashingCarpet···········703.6.7沙发抽洗WashingSofa············723.6.8清洁铜条CleaningCopperStrip·········733.6.9清洁客梯CleaningElevator··········743.6.10清洗吸尘器CleaningVacuumCleaner·······················753.6.11使用三合一抽洗机UsingWetVacuumCarpetExtractor··········763.6.12使用洗地机UsingCleanMarbleMachine··················773.6.13使用吸水机UsingWet&DryVacuumCleaner············783.6.14使用高速抛光机UsingUltraHighSpeedMachine··············793.6.15清洁玻璃PolishtheWindow-panes·······················803.6.16花岗岩地面晶硬处理CrystallizeMarble································813.7PA保洁工PACleaner···································82-863.7.1棉尘推药剂处理SprayFloorDustRemoverontheMop·······823.7.2推尘（清洁大理石地面）DustRemovedFromFloor······················833.7.3清洁各公共区域卫生CleaningthePublicAreas·······················843.7.4洗手间日常清洁保养CleaningWashingRoom························853.7.5客人醉酒呕吐处理DealingwithDrunkGuests·····················863.8制服收发员UniformDeliveryMaid······87-973.8.1新制服申领、发放Applingfor&GivingOutUniform················873.8.2制服收发Counting&SendingUniform·················883.8.3交接制服TakingoverUniform·····························894H.K管理实务3.8.4清点脏制服CountingDirtyUniform·························903.8.5核对接收已清洗制服CheckingUniformCleaned·····················913.8.6处理旧制服报损StepstoHandleUniformScraped··············923.8.7制服盘点InventoryingUniform····························933.8.8入店、离店人员领退制服Applingfor&ReturningUniformforStaff·····943.8.9制服收发员收尾FinishingWorkforUniformDeliveryMaid······953.8.10缝补制服StepstoSewingUniform························963.8.11缝纫机保养MaintainingSewingMachine··················973.9布草收发员LinenDeliveryMaid····················98-1023.9.1交接布草TakingOverlinen·······························983.9.2布草领用ApplicationofLinen·····························993.9.3交接餐饮、康乐织品TakingoverF&BandH&RDeptLinen····1003.9.4发送客房布草SendingOutLinenofH.KDept··············1013.9.5布草盘点InventoryingLinen···························1023.10花房管理员Florist·············