PA SOP培訓(xùn).doc

34Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: Cleaning Standard 主題： 清潔標(biāo)準(zhǔn)P&P No. HK-PA- P&P -01編號(hào)：HK-PA- P&P -01Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerPurpose: To ensure that our hotel achieve high quality and consistent standard of cleanliness.目的： 確保我們酒店始終如一的高質(zhì)量清潔標(biāo)準(zhǔn)。Procedure:步驟：1. Cleaning the carpets, ensure there are no strange odors, stains and spots. Free of no visible dirt and soil. Edges clean/no dust build-up, free of rips and strings.地毯清潔時(shí)，應(yīng)干凈，無(wú)異味、污漬，沒有可見的痕跡，地毯邊沒有積聚塵埃，沒有撕破。2. Clean the floors, ensure there no scuff marks, and dust dirt or soil. No wax build-up edges and corners clean.清潔地板時(shí)，應(yīng)干凈，沒有磨損，無(wú)塵埃和污漬。沒有積上過量的蠟，各個(gè)角落干凈。3. Clean desk and cabinets; ensure there is no dust dirt or soil. No oily appearance and no lint. Drawers slide evenly清潔桌子和櫥柜時(shí)，應(yīng)干凈，無(wú)塵、無(wú)油積在表面，抽屜無(wú)故障。 4. Clean desk and sofas; make sure that there are no spots or dirt. Legs clean/all wooden or metal parts, in proper working order. Paint and finish intact. Upholstery clean and spotless, legs and back of chairs dusted and free of marks. 干凈，無(wú)灰塵。桌腿干凈，木制品或金屬部件能正常運(yùn)作。桌面油漆沒有磨損。桌椅布料干凈，無(wú)污漬。椅腿椅背干凈。5. Make sure there are no smudges, lint, dust, dirt or fingerprints on the mirror, and no cracks or chips. Hang hardly on wall.確保鏡子上面沒有污漬和手印，無(wú)裂縫，牢固地掛在墻上。6. Make sure there are free of earwax or soil on ear and mouthpiece on the phone. Information on phone is easy to read/clean. Phone is in proper working order. 確保電話表面干凈，話機(jī)說話部位和耳機(jī)部位無(wú)塵。電話上的提示信息要清楚，且干凈。線路正常。7. Make sure there are free of watermarks, dirt, soil on the windowsill. No dead insects in windowsills or ledges. Tracks are spotless.確保窗臺(tái)干凈，無(wú)污漬 和手印，窗簾軌道無(wú)塵。8. Make sure that there are free of watermarks, dirt, soil or dead insects on the curtains. No rips/tears. Pulls freely in tracks. Hooks intact/batons not missing. No debris/dead insects on floor behind drapes.確保窗簾干凈，無(wú)污漬和水漬。軌道拽拉自如，鉤光亮，沒有丟失的鈕。窗簾后沒有死的昆蟲碎片和垃圾。9. Make sure there are no cobwebs. No glue bleeding through wallpaper. Vinyl intact-rips/tears, not busting at seams & not coming unglued.確保墻角沒有蜘蛛網(wǎng)，墻紙沒有膠水漏出，也沒有破爛和卷邊現(xiàn)象。10. Make sure there is no dusty on front or top of the pictures frames.確保畫框干凈，框架四周無(wú)塵。11. Make sure there is no trash, dirt soil or hair outside the wastebasket. In good condition, no marks or scuff marks.確保垃圾筒干凈，無(wú)廢物、灰塵、頭發(fā)等。質(zhì)量完好，無(wú)污漬。12. Make sure there is free of dust/dirt on the vents, and secure. 確?？照{(diào)通風(fēng)口干凈、無(wú)塵，安全。13. Make sure there is free of dust/dirt on the doors. No dust inside door jam. Number is clean and visible. Door knob is not loose. Finish intact. Thresholds are clean on all room doors, including connecting doors.確保房門干凈，無(wú)塵，房間號(hào)干凈可見，門把手完好，門漆光亮。門檻要干凈，含相連的房間的門也要干凈。14. Make sure there is free of dirt, trash, ashes and smoking debris in the ashtrays. Not cracked or chipped, high polished appearance.確保煙灰缸干凈無(wú)塵，無(wú)煙灰，無(wú)裂縫，表面漆光亮潔凈。15. Make sure there are free of fingerprints and soil on the light switches. Screws are intact.確保燈開關(guān)干凈，無(wú)手印和漬跡。螺絲要光亮。16. Make sure there are no dirt or dust on top or sides of the control set of climate control box. And it is in proper working order.確保溫度調(diào)節(jié)箱的控制裝置干凈無(wú)塵，運(yùn)作正常。17. Make sure there is no body waste visible in the toilet bowels. Free of urine spots, dirt, and soil. All parts clean, No soil in between toilet lid and seat. And it is in proper working order. Basin is clean, toilet seat and lid is in good condition, toilet in good condition.確保馬桶已沖洗干凈，沒有糞便和尿漬，所有部件設(shè)備干凈。運(yùn)作正常，便盆干凈，便池座和馬桶蓋良好。18. Make sure grab bars are smudge free and polished dry on the grab bars.扶手干凈無(wú)漬，光亮。19. Make sure faucets clean and shiny. No residual or build-up. Fixtures are intact, easy to turn water on and off.水龍頭干凈有光亮 ，開關(guān)自如。20. Make sure amenities neat and in proper place. Correct number present of each item. Boxed and bottles clean.客用品的盒子和項(xiàng)目干凈整潔，數(shù)量正確。21Make sure glasses free of watermarks and topped with glass caps.玻璃杯無(wú)水漬、污漬，干凈。22. Make sure amenities tray clean and spotless.客用品籃干凈和光亮。23. Make sure hallway carpets spotless, free of scuff marks or black marks.走廊地毯干凈，無(wú)劃痕、黑漬。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area部分： 公 區(qū)Subject: Know the cleaning tools 主題： 各種清潔工具的認(rèn)識(shí)P&P No. HK-PA- P&P -02編號(hào)：HK-PA- P&P -02Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerPurpose: To know all cleaning tools using in PA目的： 認(rèn)識(shí)各種清潔工具，在工作中方便使用。ITEMS:項(xiàng)目：1. Floor Washer: an all-purpose cleaning machine, such as wash、polish 、and marble crystallization. 雙速機(jī)：多用途的清潔機(jī)器,可用于洗地、拋光、結(jié)晶。2. Vacuum Water Machine: it is for vacuum water on Floor. 吸水機(jī)：用于洗水.3. Vacuum Machine. it is for vacuum carpet.吸塵機(jī)：用于地毯吸塵4. Sofa Cleaning Machine. it is for cleaning sofa and chair.沙發(fā)清洗機(jī)：用于清洗沙發(fā)及椅子5. High Speed Polishing Machine: it is for floor polishing.高速拋光機(jī)：用于地面拋光Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: The usage of common detergent 主題： 常用清潔劑的使用P&P No. HK-PA- P&P -03編號(hào)：HK-PA- P&P -03Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective: Master the usage of common detergent 目的：掌握常用清潔的使用方法.ITEMS項(xiàng)目：1 Forward: It is use for daily cleaning, such as removing floor stains.萬(wàn)能清潔劑：適用于所有日常清洗。如地面清潔。去污。 Clean the surface with proper diluents first and then use water to clean. For touch dirty: remain the chemical on the surface for about 10 minutes and then clean it. 先用適量稀釋液清洗表面，擦洗后用清水沖洗干凈。重污要清潔劑在污垢出停留10分鐘然后才擦洗3. End-bac: It is for cleaning urinal, tile. It is used as disinfectant and deodorization, extremely for water, stain, rust stain and emiction stain.康潔：用于清潔尿槽，瓷磚。還有消毒，除臭功能。對(duì)水垢，銹漬，尿漬有特別功效.3 JIF: it is use for cleaning tile and stainless-steel and glass. JIF潔而亮:用于瓷磚，不銹鋼，玻璃等表面清潔,有較強(qiáng)的去污能力4. Gloss: it is use for stainless-steel cleaning. keep from fingerprint, smudges, rust and water stains. 不銹鋼清潔劑:用于不銹鋼的保養(yǎng)及清潔。防止有手印，油污，銹漬，水漬。4. Spray the chemical on to the surface and polish with soft cloth strip直接將不銹鋼清潔劑噴在物體表面，用軟布適當(dāng)?shù)哪ゲ罤oliday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area部分： 公 區(qū)Subject: Safety Knowledge Of Work主題： 工作安全知識(shí)P&P No. HK-PA- P&P -04編號(hào)：HK-PA- P&P -04Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerPurpose: To increase personal safety awareness in work place目的： 工作時(shí)要加強(qiáng)個(gè)人安全的意識(shí)。Procedures程序：1) All staff must use a stepladder to clean the upper part of areas. Never stand on a chair or trolley with wheels.清掃高處區(qū)域，應(yīng)使用梯子。不要站在椅子上或帶輪的手推車上。2) Use a dry cloth to dust light bulbs or any electric fixtures.用干抹布試去電燈上的灰塵及其它電器部件。3) Do not wear jewelry while working.工作時(shí)，不要戴首飾。4) Do not stand on the marble tables to clean mirrors.不要站在大理石桌子上去擦鏡子。5) Do not pour water on the marble floor as this will make it very slippery.不要將水全灑在大理石地板上。這將使地面很滑6) Do not use your hand to get the rubbish from the wastebasket because it may hurt your fingers if some sharp article or blade is inside. Turn the wastebasket upside down in the garbage bag on your trolley.垃圾筒內(nèi)的雜物不要用手去取，因?yàn)榧獾奈锲窌?huì)弄傷手指。應(yīng)將垃圾筒用倒置方法將廢物放在卡車內(nèi)的垃圾袋內(nèi)。7) Do not mix articles such as bottles etc. with the soiled linen.不要混放物品。如將瓶子與臟布草混放在一起。8) Check the different kinds of detergents, carefully for different purposes.仔細(xì)核查清潔劑的種類，不同的物品要用不同的清潔劑。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: Reasonable Job Requests 主題： 合理的工作要求P&P No. HK-PA- P&P -05編號(hào)：HK-PA- P&P -05Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective To ensure all staff possess kinds of skills目的： 確保所有員工具備多項(xiàng)職能。PROCEDURES 程序：1. Specific and clear instructions will be given to the Housekeeping Staff from their supervisors to meet department or guest needs.為滿足部門或客人的需要，主管要將具體清晰的指示發(fā)給員工。2. Reasonable job requests can be assigned directly by the Executive Housekeeper, Senior Supervisor /Supervisor to correct or improve the best service situation affecting the department or guest.在影響部門或客人的需要時(shí)，為指示或改善它，副行政管家或公區(qū)經(jīng)理/主管可以直接來指派合理的工作要求。3. PA Staff must follow all reasonable job requests and finish all the tasks in time at any time.員工要隨時(shí)遵照合理的工作要求及時(shí)完成任務(wù)。4. PA Staff must ask questions if they do not understand instructions or are not able to perform the task.若員工不明白指示，或不能完成工作，要馬上聯(lián)系上司。5. Failure to commit reasonable job requests could result in disciplinary action, there will have a punishment according to department rules and policy if staff have been warned 3 times that the chances were given but no improvement.若不能未完成合理的工作要求，員工要受處分，在被警告三次后，員工依舊不能完成工作，將按照酒店制度處理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: Sign in/out , meeting before shift 主題： 簽到、簽退、班前會(huì)P&P No. HK-PA- P&P -06編號(hào)：HK-PA- P&P -06Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective: To provide a communication moment of important and relevant information of Housekeeping to the PA staff.目的： 為所有公區(qū)員工提供交流相關(guān)信息的機(jī)會(huì)。 PROCEDURES 程序：1. All PA staff is to make their work summarization at least for 15 minutes before shift briefing with uniform員工在交班前15分鐘工作總結(jié)，身著制服。2. The Assistant Housekeeper or Pa Supervisor should discuss the brief to all on relevant information for the shift ahead:交班前，副管家或主管要先討論相關(guān)的信息。 Assign work to the staff給員工分配工作 Introduce new event order to staff 向員工傳達(dá)新命令 Check all staff grooming/hygiene 檢查員工的儀容儀表 Update from pervious shift advising any relevant information on guests/ hotel matters更新前一班的記錄，提供一些相關(guān)的信息3. Sign in and out: sign your name in office ahead of 15 minutes, and sign out in office too. Ahead and late is not permitted. Fill in your name and time clearly. Or there will be punished after founding sign for others.簽到簽退：上班前十五分鐘到辦公室簽到，下班后到辦公室簽退。不得遲到早退，正楷簽寫自己的名字及時(shí)間。不得代簽，如發(fā)現(xiàn)按部門規(guī)章制度處理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: Draw the keys 主題： 鑰匙的領(lǐng)取P&P No. HK-PA- P&P -07編號(hào)：HK-PA- P&P -07Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective：Understand the importance of keys specifically目的： 明確的理解鑰匙的重要性。PROCEDURES 程序：PA section need use offices key sometimes. And it should be allowed by supervisors and hand over to the staff. Those who lose the key are responsible for the lost and any damage.PA.工作時(shí)會(huì)使用一些其它部門的鑰匙方便工作。這些鑰匙的領(lǐng)取必須由當(dāng)班主管來領(lǐng)取。員工不得私自領(lǐng)取。鑰匙由主管發(fā)放的員工手里，如鑰匙丟失，則誰(shuí)丟失誰(shuí)負(fù)責(zé)按部門規(guī)章制度處理。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area部分： 公 區(qū)Subject: How to cleaning rubbish bin and standing ashtrays主題： 如何清潔垃圾筒和立式煙缸P&P No. HK-PA- P&P -08編號(hào)：HK-PA- P&P -08Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective: To maintain rubbish bin clean and hygiene standard.目的： 確保清潔衛(wèi)生標(biāo)準(zhǔn)。PROCEDURES: 程序：1. PA staff need empty all rubbish bins，and dump all the rubbish into the bags on the trolley when cleaning the public area.將公共區(qū)域垃圾桶內(nèi)的垃圾倒在工作車的垃圾袋內(nèi)。2. With a slightly wet, clean rag wipe out the entire rubbish bin each time每次都要用一個(gè)略濕的、干凈的布擦垃圾筒。3. Replace a new plastic in each rubbish bin and tidy the area.每次將垃圾筒的塑料袋換掉，并將開口處扎整齊。4 Polish the surface of ashtrays with GLO polisher., make it more polished and dry ,free of dust and stain用特殊的清潔劑對(duì)煙缸表面進(jìn)行拋光處理。保證其表面是干凈的光亮的。沒有灰塵的。5. Clean the sand on the ashtray ,make sure they are white,and seal it with cover which has hotel logo.清潔煙缸上的沙子，保證是白色的，用帶有酒店標(biāo)記的印章蓋沙子Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area部分： 公 區(qū)Subject: How to clean elevators、 staff elevators主題： 怎樣清潔客梯和員工電梯P&P No. HK-PA- P&P -09編號(hào)：HK-PA- P&P -09Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective: To achieve hygiene standard.目的： 確保清潔衛(wèi)生標(biāo)準(zhǔn)。PROCEDURES 程序1 Outside of the lift. 電梯外部：a：Mop the surface of the lift, sign board and the buttons. 擦抹電梯門表面和指示牌，按鍵b：Mop the door frame and the rack.擦抹電梯外門框及軌道2 Inside of the lift. 電梯內(nèi)部：a : Mop the inside of the door frame and rack擦抹電梯內(nèi)部門框及軌道.b：Clean the ceiling light and no dust清潔天花燈，天花板表面灰塵c：Dust the wall and the billboard. 擦抹擦抹墻壁及宣傳欄d：Dust sign and buttons inside the lift. 擦抹電梯內(nèi)部指示牌，按鍵e：Clean and polish inside door surface. 清潔拋光電梯內(nèi)部門面f：Clean the floor and corner. 清潔地面及邊角3 Check the lift from the top to bottom, especially the surface of the door, Keep the door free of dust and fingerprints and stains.由上到下檢查各部分，特別是門面。無(wú)手印及污跡4 Polish and wax the wooden board and stainless-steel regularly.定期對(duì)木制板及不銹鋼進(jìn)行上蠟拋光清潔。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: How to use vacuum machine 主題： 如何使用吸塵器及怎么吸塵P&P No. HK-PA- P&P -10編號(hào)：HK-PA- P&P -10Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective: To provide consistent cleaning standard.目的： 提供一致的清潔標(biāo)準(zhǔn)PROCEDURES 程序：1. PA staff must check the electric cord and plugs for any loose parts or damage.檢查電源插頭和插座，看看是否有松落或毀壞。2. Plug in socket, loose wire, move machine to the corner, pick up big pieces of rubbish.插頭插在靠時(shí)門口的插座處，電線散開，挪開吸塵器到拐角，拾起地上的廢物。3. Run vacuum machine to clean the corner, make sure the floor is vacuumed and move backward towards entrance to avoid food prints. Vacuum wet carpet and water or sharp things are not allowed.開動(dòng)吸塵器，從拐角處開始進(jìn)行清掃，不要碰到家俱，由里向外清潔，以便不留有腳印。不可吸潮濕的地毯和水或是尖銳的物品。4. Be sure to keep back straight.背要挺直。5. Do not pull the cord from a distance, use hand to unplug at the wall socket.不要在遠(yuǎn)處拔電源的插頭，要用手拔掉墻上插頭。6. When finished, put the cable under the handle to keeping in order. 每次用完后將電線纏好并塞在提把下,以保持整齊。7 Empty dirt bag and clean vacuum machine before the end of your work. Ensure filter is clean.每天下班前倒空吸塵器內(nèi)的袋子，并清理吸塵器,保證過濾器是干凈的。Holiday Inn Century City ChengduPolicy & ProcedureDepartment: Housekeeping部門： 客房部Section: Public Area 部分： 公 區(qū)Subject: How to clean furniture and how to wax 主題： 如何清潔家私及怎樣上家私蠟P&P No. HK-PA- P&P -11編號(hào)：HK-PA- P&P -11Effective Date: Jun. 1, 2006生效日期：2006年6月1日Supersedes:取代：Pages: page 2 of 2頁(yè)數(shù)：Prepared by:制定人： Executive HousekeeperDistributed to:派送：PA Staff所有公區(qū)員工Approved by:批準(zhǔn)：General ManagerObjective：To ensure all furniture in the public areas are well maintained.目的： 確保公共區(qū)的所有家具保養(yǎng)良好。PROCEDURES 程序：1. PA Staff With a slightly wet, clean rag wipe all furniture once a day or more frequently if necessary; include all public areas and offices.用稍濕的干凈布每天擦洗家俱一次，若必要，還要多幾次。包括所有公區(qū)區(qū)域和辦公室內(nèi)的家俱。2. PA Staff Polish furniture by slightly spraying furniture polish on a cloth, then wiping all wooden surfaces and furniture polish is used once a month.用布輕輕給家俱上光，然后擦抹木制家俱。（家俱上光每月一次）3. Brush all furniture cushions with a clean, slightly wet rag, including the inside, at least once a day or more frequently if necessary. 家俱墊，家俱內(nèi)側(cè)至少每天要擦一次。若必要還要多幾次4. Using vacuum and clean all furniture and cushions once a week, use proper chemical cleanser to ensure that all dust and debris is absorbed.每周一次對(duì)坐墊吸塵，確保塵埃和碎片被吸掉5. Polishing the furniture from the top to the bottom and polishing equality, the next row should cover the previous row or it will affect the aspects上蠟時(shí)要注意，從上到下，蠟面要均勻。后一排要壓住前一排打，以免錯(cuò)漏影響