Catalogue of Fine Management and Service Specification of Hotel Housekeeping Department (Second Edition)

Chapter 1 Design of Fixed Position and Standard System 1

The first section domestic service and post setting 3

I. Domestic service 3

Second, the housekeeping department post setting 4

In the second quarter housekeeping job description 5

I. Responsibilities of the Director of Customer Service 5

Second, the housekeeping manager job responsibilities 6

Three. Responsibilities of Assistant Manager of Housekeeping Department

In the third quarter, housekeeping post assessment score table 9

A, customer service director performance appraisal score table 9

Second, the housekeeping manager performance appraisal score table 9

Three. Performance Evaluation Form for Assistant Manager of Housekeeping Department 10

Section 4 Domestic Service Standards and Service Specifications 10

I. Room Service Quality Standard 10

Second, the guest room environment management standard 13

Section 5 Fine Management System Design of Housekeeping Department 15

First, the housekeeping department new employee management system 15

Second, the housekeeping staff work system 17

Third, the housekeeping staff attendance system 19

Iv. Measures for House Safety Management 20

V. Management System of House Work Meeting 22

Six, domestic service quality management system 23 pages

VII. Management System for Domestic Workers 24

Chapter II Fine Management of Room Service Center

The first section room service center work tasks and post setting 29

I. Tasks of the Room Service Center

Two, the room service center posts set up 30.

In the second quarter room service center job description 30

A, room service center supervisor job responsibilities 30

Second, the daily necessities administrator job responsibilities 3 1

Iii. Responsibilities of Safety Inspectors 32

In the third quarter room service center post performance appraisal scale 33

1. The performance appraisal scale for the supervisor of the room service center is 33 points.

Second, the commodity manager performance appraisal scale on page 34

Three, safety inspector performance appraisal scale 34 points

The fourth quarter room service center working procedures and key issues 35

I. Material distribution procedures and key issues 35

Second, the material inventory procedures and key issues on page 36

Three. Room key management procedures and key issues 37

Four. Procedures and key issues of accident fire treatment 38

Verb (abbreviation of verb) Procedures and key issues of emergency tap water treatment 39

The fifth section room service center service standards and service specifications 40 pages

I. specifications for receiving and distributing materials 40

Second, the room key management standard 4 1

Three. Computer room equipment management code 4 1

Four, guest room safety management standards 42

Five, the guest room fire safety work specification 43

Six, guest room safety inspection work specification 44

Section 6 Common Documents and Forms of Room Service Center Service 45

A, guest supplies monthly plan report 45

Two. List of room supplies 45

Third, the room daily necessities allocation form 45

Four. Material Inventory Report Form 46

Verb (abbreviation of verb) master key transfer table 46

Six, the computer room equipment repair list 46

Seven, room equipment file table 47

Eight, the computer room equipment file card 48

Nine. Equipment maintenance record table 48

X. Guest Room Safety Checklist 48

XI。 Visitor registration form 49

Twelve. Guest left-behind items registration form 49

Thirteen. Guest daily necessities consumption statistics 50

14, special guest supplies recipients, borrow records 50

Fifteen. Guest borrowing items record table 5 1

Section 7 Service Quality Improvement Scheme of Room Service Center 5 1

I. Room Supplies Management Scheme 5 1

Second, the treatment scheme of the guest's left-behind items 54

III. Guest Room Cost Control Scheme 57

Four, the guest special event handling scheme 57

Verb (abbreviation of verb) Room Work Key Management Scheme 59

The third chapter floor service refined management 63

The first section floor service tasks and job settings 65

I. Tasks of Floor Service

Second, the floor service post setting 66

In the second quarter floor service job description 66

I. Responsibilities of Floor Supervisor 66

Second, the floor foreman responsibilities 67

Third, the room attendant job responsibilities 68

In the third quarter floor service post assessment scale 69

A, floor supervisor performance appraisal scale 69 points.

Second, the floor foreman performance appraisal scale 70 points

Three, room attendant performance appraisal scale 70 points.

Working procedures and key issues of the fourth layer service 7 1

I. Work Car Sorting Procedure and Key Issues 7 1

Second, the bed-making procedures and key issues 72 pages

Three. Closing procedures and key issues 73

Four. Rollaway service procedures and key issues 74

Verb (abbreviation of verb) Procedures and key issues of elevator greeting service 75

The welcome process of intransitive verbs and key problems 76

Seven, send towel welcome tea program and key issues 77

Eight, farewell guest service procedures and key issues 78

Nine, into the guest room work procedures and key issues 79

X. Routine cleaning procedures and key issues in guest rooms 80

XI。 Cleaning procedure and key problems of Kebei 8 1

Twelve. Room telephone cleaning procedures and key issues 82

Thirteen, guest room refrigerator cleaning procedures and key issues 83

Fourteen, the door cleaning and maintenance procedures and key issues 84

15, air conditioning cleaning and maintenance procedures and key issues 85

Sixteen, cleaning tools disinfection procedures and key issues 86

Seventeen, guest room bathroom cleaning procedures and key issues 87

Eighteen, glass and mirror cleaning procedures and key issues 88

Nineteen. Procedures and key issues of cleaning and maintenance of wooden furniture 89

20. Procedures and key issues of shoe cleaning service for customers 90

Twenty-one, guest room wine replenishment procedures and key issues 9 1

Section 5 Floor Service Standards and Service Specifications 92

A, VIP welcome service specification 92

Second, the room health service specification 93

Third, the toilet inspection standard 94

Four, room service specification 96

Five, room supplies equipped with working standards 97

Six, room equipment and supplies equipped with 99

VII. Inspection Standard for Room Equipment and Supplies 103

Section 6 Common Files and Forms for Floor Service 105

I. Record Form of House Production 105

Second, the use of environmental protection cards for linen 105

Three. Bed sheets are covered with wash-free cards 106

Four. Application Form for Cleaning Supplies 106

Verb (abbreviation of verb) room cleaning record form 106

Intransitive Verb Room Condition Inspection Report 107

VII. Record of Room Change 107

Eight. Report of Floor Supervisor 107

IX. Daily Log of Floor Service 108

X. Night shift log of floor service 108

XI。 Floor service handover record 108

Twelve. Room Beverage Application Form 109

Thirteen, room floor foreman rounds table 109

XIV. Floor guest flow statistics 1 1 1

Fifteen. Floor project inventory table 1 1 1

16. Floor picking list 1 12

Seventeen. 1 12 daily consumables summary

Table 1 13 Comparison of Monthly Consumption of Guest Supplies on Floor

Nineteen. Guest's Left-behind Items Record Form 1 14

20. In-house guest opinion inquiry form 1 14

2 1. Floor Visitor Registration Form 1 15

22. Room cleaning dispatch 1 15

Section 7 Floor Service Quality Improvement Scheme 1 16

A, the guest complaint handling scheme 1 16

Second, the guest abnormal behavior treatment scheme 1 17

Third, the guest asked to open the door 1 18

Four. Room cleaning operation control scheme 1 19

Verb (abbreviation of verb) Implementation plan of room hygiene inspection 122

Chapter IV Fine Management of Public * * * Regional Services 125

Section 1 * * * Regional Service Tasks and Post Setting 127

I. Public * * * Regional Service Tasks 127

Second, the public * * * regional service post setting 128

Section 2 * * * Regional Job Description 128

I. Responsibilities of the Regional Supervisor of the Company 128

Second, the cleaning foreman responsibility 130

Three. Job responsibilities of cleaning staff 13 1

Four, greening foreman responsibility 132

Verb (abbreviation of verb) gardener's job responsibilities 133

Section III * * * Regional Job Evaluation Scale 134

I. Public * * * Regional Supervisor Performance Appraisal Scale 134

Second, the cleaning foreman performance appraisal scale 134

III. Performance Appraisal Scale for Cleaning Staff 134

Fourth, the greening foreman performance appraisal scale 135

Five, gardener performance appraisal scale 135

Section IV * * * Work Procedures and Key Issues in the Region 136

I. Working Procedures and Key Issues of Carpet Dry Cleaning 136

Two. Working procedures and key problems of carpet cleaning 137

Three. Working procedure and key problems of floor waxing 138

Four. Working procedure and key problems of floor waxing 139

Verb (abbreviation of verb) Working procedure and key problems of cleaning ash bucket 140

Working procedures and key problems of elevator cleaning and maintenance 14 1

Seven. Working procedures and key problems of fabric sofa cleaning 142

Eight, marble cleaning and maintenance procedures and key issues 143

Nine, vacuum cleaner maintenance procedures and key issues 144

X. Working procedures and key issues of toilet service in public areas 145

XI。 Working procedures and key problems of lawn mowing 146

Twelve. Working procedures and key issues of flower protection 147

Thirteen. Working procedures and key problems of daily maintenance of ornamental fish 148

Section 5 Public * * Regional Service Standards and Service Specifications 149

I. Public * * * Regional Health Standard 149.

Second, the cleaning equipment maintenance specification 150

Iii. Operating Specifications for Indoor Flower Arrangement 15 1

Four, indoor green plant maintenance operation specification 152

Five, outdoor flowers and trees maintenance operation specification 153

Six, outdoor bonsai maintenance operation specification 155

VII. Operating Specifications for Maintenance of Ornamental Fish 155

Section VI Common Documents and Forms for Public Area Services 156

I. Carpet Cleaning Record Form 156

Two. Health and Cleanliness Daily 156

III. Shift Table of Cleaning Staff 157

Four. Daily Report of Flower Consumption 157

Verb (abbreviation of verb) Maintenance record of cleaning equipment 158

Intransitive verb Statistics of sofa carpet cleaning in public health area 158

Seven, public * * * regional health inspection records 158.

Eight, male * * * toilet inspection record 159

Section 7 Public * * Regional Service Quality Improvement Scheme 159

A, public * * * area cleaning control scheme 159

Two. Cleaning scheme for public areas 16 1

Three. Emergency Plan for Sanitary Cleaning in Rainy Days 163

Chapter V Fine Management of Laundry Room 165

Section 1 Laundry Tasks and Post Settings 167

I. Laundry tasks 167

Ii. Laundry post setting 168

In the second quarter laundry job description 169

I. Responsibilities of Laundry Supervisor 169

Second, the laundry foreman responsibility 170

Three. Responsibilities of the guest clothes receiver 17 1

Four. Job responsibilities of dry cleaners 172

Verb (abbreviation of verb) Responsibilities of water washer 173

Vi. Responsibilities of ironing post 174

Section 3 Laundry Post Assessment Scale 175

I. Laundry Supervisor Performance Appraisal Scale 175

Second, the laundry foreman performance appraisal scale 175

III. Performance Appraisal Scale for Guest Clothing Receivers 175

Four. Dry cleaner performance appraisal scale 176

Verb (abbreviation of verb) Water Washer Performance Appraisal Scale 176

VI. Ironing Performance Appraisal Scale 176

Section 4 Laundry Procedures and Key Issues 177

I. Work Flow and Key Issues of Guest Clothing Collection 177

Two. Workflow and key issues of passenger clothing inspection 178

Three. Working procedure and key problems of guest clothing number marking 179

IV. Work Procedures and Key Issues of Decontamination of Guest Clothes 180

Verb (abbreviation of verb) Working procedures and key problems of guest laundry 18 1

The workflow and key problems of dry cleaning of passenger clothes 182

VII. Shirt ironing procedures and key issues 183

VIII. Work Procedures and Key Issues of Shirt Folding 184

Nine, suit jacket ironing procedures and key issues 185

X. workflow and key issues of suit and trousers ironing 186

XI。 T-shirt ironing procedures and key issues 187

Twelve. Workflow and key issues of returning guest clothes 188

Section 5 Laundry Service Standards and Service Specifications 189

I. Work Specification for Laundry Personnel 189

Second, the guest clothes washing quality standard 190

Iii. Quality Standard for Guest Clothes Ironing 19 1

Four, the guest clothing packaging code 192

Section 6 Common Documents and Forms in Laundry Room 193

I. Guest laundry list 193

Second, the guest clothing registration form 193

Three. Guest Clothing Return Confirmation Sheet 194

Four. Daily report of guest's laundry expenses 194

V. Monthly Report of Laundry Business 194

Section 7 Laundry Service Quality Improvement Plan 195

I. Tenant's Clothing Disposal Scheme 195

Second, the guest clothing dispute prevention and treatment plan 195

Three. Clothing service plan for special guests 196

Chapter VI Fine Management of Straw House 199

The first section linen room work tasks and post setting 20 1

1. The task of linen room 20 1

Second, the linen room post setting 202

In the second quarter linen room job description 203

A, linen room supervisor job responsibilities 203

Second, the linen room foreman job responsibilities 204

Three, linen room transceiver job responsibilities 205

Four, the washer job responsibilities 206

Five, drying and ironing job responsibilities 206

Six, sewing job responsibilities 207

In the third quarter linen room post assessment scale 208

A, linen room supervisor performance appraisal scale 208

Second, the linen room foreman performance appraisal scale 208

Three, linen transceiver performance appraisal score table 208

Four, washing machine performance evaluation score table 209

Verb (abbreviation of verb) drying and ironing workers performance evaluation table 209

Six, general worker performance appraisal scale 209

Section 4 Working Procedures and Key Issues of Cloth Straw House 2 10

First, the room linen collection procedures and key issues 2 10

Second, the working procedure and key issues of linen replacement 2 1 1

Three. Working procedure and key problems of linen washing 2 12

Iv. Working Procedures and Key Issues of Kitchen Clothes Washing 2 13

Verb (abbreviation of verb) Working procedure and key problems of screed 2 14

Working procedure and key problems of intransitive verb oral cloth ironing 2 15

Seven, towel drying procedures and key issues 2 16

Eight, linen folding work procedures and key issues 2 17

Nine. Workflow and key issues of linen loss report 2 18

Section 5 Service Standards and Specifications for Library Layout 2 19

I. Management Specification for Cloth Straw Houses 2 19

Second, the linen transceiver management specification 220

Three. Management standard for loss reporting of linen 22 1

Four, sewing workers daily work norms 222

Five, towel grass folding packaging work specification 223

Section 6 Common Documents and Forms for Room Service 223

First, linen washing receipt 223

Second, the work clothes washing receipt 224

Three, work clothes washing registration form 225

Four, linen washing record table 225

Five, special linen record table 225

Six, linen reported loss record table 225

Seven, room linen monthly inventory table 226

Eight, restaurant linen monthly inventory table 227

The seventh quarter linen room service quality improvement scheme 228

A, linen service control scheme 228

Second, the linen secondary pollution prevention plan 230

Three. Implementation of linen loss report processing 230