第一章录
CATALOGUE管家部组织结构图··················································1
ORGANIZATIONCHART第二章2.12.22.32.42.52.62.72.82.92.102.112.122.132.142.152.162.172.182.19
管家部岗位职责·······························································1-25
POSITIONRESPONSIBILITYOFH.KDEPT管家部经理楼层经理楼层督导楼层服务员楼层清扫员公共区域经理公共区域督导公共区域服务员花房管理员公共区域清洁工洗涤部经理洗涤部督导干洗工大湿洗工小湿洗工平烫工布草折叠工布草收发员制服收发员
H.KDept.Manager································2HeadFloorSupervisor···························3FloorCaptain·····································5RoomAttendant·································7RoomCleaner·····································9PublicAreaSupervisor···························11PublicAreaCaptain······························12PublicAreaAttendant··························13Florist···············································14PublicAreaCleaner······························15LaundryManager·································16LaundryCaptain··································17DryCleaner········································18Washer-LargeItems······························20Washer-SmallItems···························21FlatWorkIroner···································22LinenFoldingAttendant·························23LinenDeliveryMaid·····························24UniformDeliveryMaid··························25
第三章管家部各岗位操作程序···············································27-136
HK.DEPT.STANDARDOPERATIONPROCEDURE3.1楼层经理3.1.1
处理客人投诉
3.2楼层督导
HeadFloorSupervisor························27HandlingGuest’sComplains··················27FloorCaptain·······························28-31
13.2.1检查客房3.2.2收取小酒吧帐单3.2.3饮料管理
3.3楼层服务员
3.3.1楼层钥匙领用和保管3.3.2开酒水帐单3.3.3杯具洗涤、消毒3.3.4客用品领用、存放3.3.5客人要求开门3.3.6引领客人进房3.3.7报交遗留物品3.3.8客人离店结帐3.3.9查走客房（遗留物品）3.3.10做夜床3.3.11开房门3.3.12加床3.3.13铺床3.3.14上毛巾、茶水3.3.15客房二次打扫3.3.16重点宾客进房3.3.17擦皮鞋3.3.18翻转床垫3.3.19洗涤浴帘3.3.20吸尘器使用和保养3.3.21处理意外损坏宾客物品3.4客房清扫员
3.4.1整理工作车3.4.2打扫住客房3.4.3清扫卫生间3.4.4工作车摆放3.4.5空房清扫
3.5客房中心服务员3.5.1
核对未进店客房报告
CheckingGuestRooms························28CollectingMini-barBill·························30Controllingwine&Beverage··················31RoomAttendant··························32-53Pickingup&KeepingRoomKey·············32FillinginWine&BeverageBill················33Washing-up&DisinfectingGlassware········34Applicationof&KeepingItems················35HandlingRequestforOpeningtheDoor····36GreetingtheGuests······························37DeliveringPropertiesLeftBehindbyGuest··38GuestCheck-out·································39Check-upC/ORoom····························40ProvidingTurn-downService··················41OpeningtheDoor·······························43HandlingRequestforExtraBed··············44MakingtheBed···································45OfferingTowel/TeaService···················46Re-cleaningtheRoom···························47ReceivingVIP·····································48ProvidingFreeShoeShiningService··········49TurningtheMattress·····························50WashingShowerCurtain························51Using&MaintainingVacuumCleaner········52DealingwithDamagingGuests’Articles·····53RoomCleaner·······························54-59CleaningupMaid’sCart·························54MakingupOccupiedRoom·····················55MakingupWashingRoom······················57Maid’sCartSetting·······························58MakingupVacantRoom·······················59HousekeepingCenterAttendant·········60-64CheckingNo-showRoomReport·············60
23.5.23.5.33.5.43.5.5
核对查房报告接打内部电话处理前台报表
CheckingRoomReport··························61Receiving&MakingInsideCall···············63DealingwithDept.Reports······················64
客用品的借用、登记和保管Item’sLoan/Registration/Keeping···········62
附录：客房中心常备客用品清单······························································64Appendix:ListofItemsPreparedinHousekeepingCenter3.6PA服务员3.6.13.6.23.6.33.6.43.6.53.6.63.6.73.6.83.6.93.6.103.6.113.6.123.6.133.6.143.6.153.6.163.7.13.7.23.7.33.7.43.7.53.8.13.8.23.8.3
石材日常保养大理石地面打蜡大理石地面起蜡石材墙壁上蜡清洗地毯（干泡）洗地毯（抽洗）沙发抽洗清洁铜条清洁客梯清洗吸尘器使用三合一抽洗机使用洗地机使用吸水机使用高速抛光机清洁玻璃
花岗岩地面晶硬处理棉尘推药剂处理清洁各公共区域卫生洗手间日常清洁保养客人醉酒呕吐处理新制服申领、发放制服收发交接制服
PAAttendant·································65-81MarbleDailyMaintenance······················65PolishingMarblewithWax······················66WaxRemoveFromMarble····················67PolishingWallwithWax·······················68CleaningCarpet(Dry-clear)····················69WashingCarpet··································70WashingSofa······································72CleaningCopperStrip····························73CleaningElevator·································74CleaningVacuumCleaner·······················75UsingWetVacuumCarpetExtractor···········76UsingCleanMarbleMachine···················77UsingWet&DryVacuumCleaner·············78UsingUltraHighSpeedMachine··············79PolishtheWindow-panes························80CrystallizeMarble································81PACleaner····································82-86SprayFloorDustRemoverontheMop·······82CleaningthePublicAreas·······················84CleaningWashingRoom·························85DealingwithDrunkGuests·····················86UniformDeliveryMaid····················87-97Applingfor&GivingOutUniform················873.7PA保洁工
推尘（清洁大理石地面）DustRemovedFromFloor······················83
3.8制服收发员
Counting&SendingUniform··················88TakingoverUniform·····························89
33.8.43.8.53.8.63.8.73.8.8清点脏制服核对接收已清洗制服处理旧制服报损制服盘点CountingDirtyUniform·························90CheckingUniformCleaned·····················91StepstoHandleUniformScraped··············92InventoryingUniform····························93
入店、离店人员领退制服Applingfor&ReturningUniformforStaff······943.8.9制服收发员收尾3.8.10缝补制服3.8.11缝纫机保养3.9布草收发员
3.9.1交接布草3.9.2布草领用
3.9.3交接餐饮、康乐织品3.9.4发送客房布草3.9.5布草盘点3.10花房管理员
3.10.1绿色植物保养3.10.2保养公共区域插花3.10.3送花3.11客衣服务员
3.11.1收包3.11.2点数3.11.3打码3.11.4叠衣3.11.5装包3.11.6送衣3.11.7处理遗留物品3.11.8加快洗衣3.11.9贵宾洗衣
3.12大湿洗工
3.12.1客房、饮食布草洗涤3.12.2使用大湿洗机3.12.3
使用烘干机
3.13小湿洗工
FinishingWorkforUniformDeliveryMaid·······95StepstoSewingUniform························96MaintainingSewingMachine···················97LinenDeliveryMaid·····················98-102TakingOverlinen·······························98ApplicationofLinen·····························99TakingoverF&BandH&RDeptLinen·····100SendingOutLinenofH.KDept··············101InventoryingLinen····························102Florist·······································103-105PreservingGreenPlants·······················103PreservingFlowersinPublicArea············104SendingFlowers·································105GuestClothesDeliveryMaid··········106-114CollectingClothes·······························106CountingClothes································107MarkingonClothes·····························108FoldingClothes································109PackingClothes··································110SendingClothes··································111DealingwithPropertiesLeftbyGuests········112ExpressValetService···························113VIPValetService································114Washer-largeItems······················115-117
LaunderingLinenF&B&H.KDept.············115UsingWashed-largeItemsMachine··········116UsingDryMachine·····························117Washer-smallItems······················118-123
43.13.13.13.23.13.33.13.43.13.53.14.13.14.23.14.33.14.43.15.13.15.23.15.33.15.43.15.53.15.63.16.13.16.2
开机准备客衣检查、分类客衣去迹客衣洗涤使用小湿洗机开机准备熨烫口布、枕套使用大烫机岗位准备熨烫西服上衣熨烫真丝服装熨烫西裤熨烫衬衫熨烫T恤衫使用干洗机使用人像机
PreparationofTurningonMachine···········118Checking&ClassifyingClothes··············119RemoveStainFromClothes·················120LaunderingGuests’Clothes····················122UsingWashed-SmallItemsMachine·········123FlatWorkIronerTurningon··········124-127PreparationofTurningonMachine···········124IroningNapkin&Pillow-case·················125UsingFlatIroningMachine····················127Presser······································128-133Preparation······································128IroningSuit·······································129IroningSilkClothes·····························130IroningTrousers·································131IroningShirt······································132IroningT-shirt····································133Dry-cleaner································134-136UsingDry-cleaningMachine··················134UsingModelMachine··························135LinenFoldingAttendant······················136
3.14平烫工
熨烫布草（床单、台布）IroningLinen·····································126
3.15手烫工
3.16干洗工
3.17布草折叠工
第四章4.14.24.34.44.54.64.74.8
管家部管理制度·······················································137-152
H.KDEPT.MANAGEMENTSYSTEN管家部安全管理制度楼层客房安全管理制度管家部卫生管理制度管家部防火制度客人失窃处理制度客人急病处理制度客人醉酒处理制度
SafetyRegulation·······························137SafetyRegulationofGuestRooms···········138HygieneManagementRegulation·············139FirePreventionRegulation····················141HandlingGuests’ReportofLoss··············142RegulationonCaringforIllGuests···········143CaringforDrunkGuestsRegulation········144客人携带宠物和易燃易爆品处理制度
HandlingPet&DangerousGoods··············································145
54.94.104.114.124.134.14
客人带走客房物品处理制度
HandlingRoomItemsTakedbyGuests········································146来访人员登记制度VisitorRegistrationRegulation··············147督导查房制度CaptainInspectingRoomRegulation········148洗涤房管理制度LaundryManagementRegulation············150树木花卉管理制度Plants&FlowersManagementRegulation··151草地保养管理制度
LawnManagementRegulation···············152························································153-188
OPERATIONLISTOFH.KDEPT.6第五章管家部运转表单
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