客房部培訓資料(編輯修改稿)

　

【文章內容簡介】 ONDUCT BRIEFING 主題：怎樣主持例會Ref: 參考號：RMS HSKPSOP004Prepare by: Director of Rooms Division 起草：房務總監Date: 日期：20070828Approved by: Hotel Manager批準：酒店經理Date: 日期：20070828OBJECTIVE 目的Check and ensure that all required work can be covered in order to meet all standards andensure guest delight To create a good work 檢查并確保所有必需的工作符合標準，確保創造一個良好的工作環境PROCEDURES 流程Check your associates according to Signin sheet and schedule. 檢查你的員工是否按時簽到Greet your associates by saying “NinHao” 問候你的員工“您好”Check each of your associates appearance and grooming . 檢查你每個員工的儀表儀容Check name tags and correct any standards that are not met. 檢查名牌是否符合標準Take all the necessary reports and log books to conduct the morning briefing. 主持例會，報告必要的事項及交接本所記錄事宜Meet associates all together in housekeeping office. 在客房部辦公室跟員工一起會面Ensure that everyone has a pen to take notes. 確保每個人用筆記錄下相關事宜Discuss special tasks for the day. 討論當天特別工作安排Discuss guest and VIP arrivals and special remarks. 討論預抵的客人及VIP，和特別的注釋Discuss any group arrivals. 交待所有預抵的團隊事宜Discuss any guest’s special requests and projects. 交待任何客人特別的要求和計劃Review guest ments. 回顧客人意見Discuss any problems that arose. 討論任何可引發的問題Review any followup that needs to be done 回顧任何需要跟辦的事項Inform associates of any special events, banquet events, and general hotel events. 告知員工所有事件，宴會，及常規的酒店活動Before ending the briefing check whether associates has any questions and that they know what to do. 在例會完畢之前，要問員工是否有問題，及他們是否知道該怎么做Check your associates for clear understanding of assignments. 檢查你的員工是否完全明白他們的工作分配Ask if any thing is unclear. 如果有任何不清楚就問Get feedback or suggestion from your associates. 你的員工要有反饋或建議Report any major concerns to the AM. 匯報主要的顧慮給副經理Always pick up some areas for improvements for associates during their daily work and correct them in a 15 minutes short training. 為改進工作，經常在員工的日常工作區域進行15分鐘以內的簡短培訓 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: COMMUNICATE WITH HOUSEKEEPING DEPARTMENT主題： 與客房部溝通Ref: 參考號：RMS HSKPSOP005Prepare by: Director of Rooms Division 起草：房務總監Date: 日期：20070828Approved by: General Manager批準：總經理Date: 日期：20070828OBJECTIVE 目的Ensure munication with guest and colleague so as to show our sincerity and respect to him/her.確保訊息傳達給客人和同事，并表示出我們的真摯和尊敬PROCEDURES 流程Housekeeping Office takes important role in municating with guests or among departments. If it does not work well, it will affect service quality, work efficiency and hotel reputation.客房部辦公室在與客人及部門的溝通中扮演極為重要的角色。如果不能運作良好的話，將會直接影響服務質量，工作效率及酒店聲譽。When the telephone rings, you should stop all work to answer the telephone (within 3 rings).當電話鈴響起時，你要停止手邊一切工作，在3聲之內接起它When answering the telephone, speak politely: NinHao,This is xxx from Housekeeping, may I help you. ” 當接起電話時要說：您好，客房部，我是，有什么可以幫您？Always remember to municate with other Departments via Housekeeping Office and also to report any special activities.永遠記住通過客房中心與其他部門聯系及報告任何特殊活動 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: HOW TO GREET THE GUEST主題： 怎樣問候客人Ref: 參考號：RMS HSKPSOP006Prepare by: Director of Rooms Division 起草：房務總監Date: 日期：20070828Approved by: General Manager批準：總經理Date: 日期：20070828OBJECTIVE 目的Show your great respect and courtesy for the guest.對客人顯示你的禮貌和尊重PROCEDURES 流程See Grooming and personal hygiene.參照個人儀表儀容標準Do not fold arms。 put hands in pocket when working. Stand straight and do not slouch. 不要卷起袖子，或手插兜。站直不要懶懶散散的Greet the guests with smile and in a clear voice amp。 say “NINHAO” 微笑著問候客人，用清晰的聲音說“您好”Stop walking or working. 停止走路或工作Smile.微笑Make eye contact with the guest. 跟客人有眼神的接觸Stand straight. 站直Let guest go first. 讓客人先走To greet the guest by saying“NINHAO” Use guest’s name if you know.問候客人要說“您好”盡量稱呼客人姓名 Housekeeping – Policies amp。 Procedures Manual客房部 制度和流程指南Subject: DECT PHONE CONTROL 主題：客房小靈通電話的管理Ref: 參考號：RMS HSKPSOP007Prepare by: Director of Rooms Division 起草：房務總監Date: 日期：20070828Approved by: General Manager批準：總經理Date: 日期：20070828OBJECTIVE 目的Ensure dect phones for associates have enough functions to provide efficient service. 確保員工的電話功能良好，可以提供有效的服務PROCEDURES 流程All housekeeping’s dect phone is kept in the phone cabinet in the Housekeeping office. The issue and return of dect phone is overseen by the HSKP Office coordinator. A daily inventory is required. 所有客房部小靈通電話必須保管在辦公室電話柜里，有文員負責發放和回收，并每天必需盤點Dect phone are issued by the HSKP. Office coordinator from the housekeeping office when the Associates signin. 當服務員簽字后，文員才能從辦公室發放Dect phone issue record is kept together with the attendant signin/out sheet. 所有小靈通電話發放記錄都必須在員工簽到本上Check the dect phone for any damages or malfunction. 檢查小靈通電話的任何損壞或故障Clip on waist belt after receiving the dect phone 收到電話后要別在腰帶上Don’t turn off the dect phone till you are off duty and return it to HSKP Office. 當你上班時或還回辦公室之前，不許關掉小靈通電話Do not put inside uniform pocket. 不要將小靈通電話放在制服口袋里Return call immediately when your dect phone is beeping當你的小靈通電話響時，要立即回電話If the paging is by code message, return call to HSKP office after pleting the task. To inform the Office that the task has been done.如果是密碼短信，當完成這個任務后，要回復辦公室，這個工作已完成Do not turn off the dect phone while on duty. Even during duty meal, return call immediately when being paged. 上班時間不要關掉小靈通電話，甚至在吃工作餐期間也一樣，如果電話響了，立即回電話Any code messages you cannot do for any reasons, you should return a call to HSKP. Office immediately to inform and ask for help. 任何原因導致你不能去做的密碼短信，你可回電給辦公室通知她或尋求幫助All dect phones are returned to HSKP office when off duty. 下班時還回所有小靈通電話Office coordinator should take An inventory of all dect phones at every shift end and hand over t