某五星酒店管家部各崗位職責及管理製度(RTF 56頁)
2.1管家部經理H.KDept.Manager 2
2.2樓層經理HeadFloorSupervisor 3
2.3樓層督導FloorCaptain 5
2.4樓層服務員RoomAttendant 7
2.5樓層清掃員RoomCleaner 9
2.6公共區域經理PublicAreaSupervisor 11
2.7公共區域督導PublicAreaCaptain 12
2.8公共區域服務員PublicAreaAttendant 13
2.9花房管理員Florist 14
2.10公共區域清潔工PublicAreaCleaner 15
2.11洗滌部經理LaundryManager 16
2.12洗滌部督導LaundryCaptain 17
2.13幹洗工DryCleaner 18
2.14大濕洗工Washer-LargeItems 20
2.15小濕洗工Washer-SmallItems 21
2.16平燙工FlatWorkIroner 22
2.17布草折疊工LinenFoldingAttendant 23
2.18布草收發員LinenDeliveryMaid 24
2.19製服收發員UniformDeliveryMaid 25
3 管家部各崗位操作程序 27-136
HK.DEPT.STANDARDOPERATIONPROCEDURE
3.1樓層經理 HeadFloorSupervisor 27
3.1.1處理客人投訴 HandlingGuest’sComplains 27
3.2樓層督導FloorCaptain 28-31
3.2.1檢查客房 CheckingGuestRooms 28
3.2.2收取小酒吧帳單 CollectingMini-barBill 30
3.2.3飲料管理 Controllingwine&Beverage 31
3.3樓層服務員 RoomAttendant 32-53
3.3.1樓層鑰匙領用和保管 Pickingup&KeepingRoomKey 32
3.3.2開酒水帳單 FillinginWine&BeverageBill 33
3.3.3杯具洗滌、消毒 Washing-up&DisinfectingGlassware 34
3.3.4客用品領用、存放 Applicationof&KeepingItems 35
3.3.5客人要求開門 HandlingRequestforOpeningtheDoor 36
3.3.6引領客人進房 GreetingtheGuests 37
3.3.7報交遺留物品 DeliveringPropertiesLeftBehindbyGuest 38
3.3.8客人離店結帳 GuestCheck-out 39
3.3.9查走客房（遺留物品） Check-upC/ORoom 40
3.3.10做夜床 ProvidingTurn-downService 41
3.3.11開房門 OpeningtheDoor 43
3.3.12加床 HandlingRequestforExtraBed 44
3.3.13鋪床 MakingtheBed 45
3.3.14上毛巾、茶水 OfferingTowel/TeaService 46
3.3.15客房二次打掃 Re-cleaningtheRoom 47
3.3.16重點賓客進房 ReceivingVIP 48
3.3.17擦皮鞋 ProvidingFreeShoeShiningService 49
3.3.18翻轉床墊 TurningtheMattress 50
3.3.19洗滌浴簾 WashingShowerCurtain 51
3.3.20吸塵器使用和保養 Using&MaintainingVacuumCleaner 52
3.3.21處理意外損壞賓客物品 DealingwithDamagingGuests’Articles 53
3.4客房清掃員 RoomCleaner 54-59
3.4.1整理工作車CleaningupMaid’sCart 54
3.4.2打掃住客房MakingupOccupiedRoom 55
3.4.3清掃衛生間MakingupWashingRoom 57
3.4.4工作車擺放Maid’sCartSetting 58
3.4.5空房清掃MakingupVacantRoom 59
3.5客房中心服務員 HousekeepingCenterAttendant 60-64
3.5.1核對未進店客房報告 CheckingNo-showRoomReport 60
3.5.2核對查房報告CheckingRoomReport 61
3.5.3客用品的借用、登記和保管Item’sLoan/Registration/Keeping 62
3.5.4接打內部電話 Receiving&MakingInsideCall 63
3.5.5處理前台報表DealingwithDept.Reports 64
附錄：客房中心常備客用品清單
3.6PA服務員 PAAttendant 65-81
3.6.1石材日常保養MarbleDailyMaintenance 65
3.6.2大理石地麵打蠟PolishingMarblewithWax 66
3.6.3大理石地麵起蠟 WaxRemoveFromMarble 67
3.6.4石材牆壁上蠟PolishingWallwithWax 68
3.6.5清洗地毯（幹泡）CleaningCarpet(Dry-clear) 69
3.6.6洗地毯（抽洗）WashingCarpet 70
3.6.7沙發抽洗WashingSofa 72
3.6.8清潔銅條 CleaningCopperStrip 73
3.6.9清潔客梯CleaningElevator 74
3.6.10清洗吸塵器CleaningVacuumCleaner 75
3.6.11使用三合一抽洗機UsingWetVacuumCarpetExtractor 76
3.6.12使用洗地機UsingCleanMarbleMachine 77
3.6.13使用吸水機UsingWet&DryVacuumCleaner 78
3.6.14使用高速拋光機UsingUltraHighSpeedMachine 79
3.6.15清潔玻璃PolishtheWindow-panes 80
3.6.16花崗岩地麵晶硬處理 CrystallizeMarble 81
3.7PA保潔工 PACleaner 82-86
3.7.1棉塵推藥劑處理 SprayFloorDustRemoverontheMop 82
3.7.2推塵（清潔大理石地麵） DustRemovedFromFloor 83
3.7.3清潔各公共區域衛生 CleaningthePublicAreas 84
3.7.4洗手間日常清潔保養CleaningWashingRoom 85
3.7.5客人醉酒嘔吐處理 DealingwithDrunkGuests 86
3.8製服收發員 UniformDeliveryMaid 87-97
3.8.1新製服申領、發放 Applingfor&GivingOutUniform 87
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