國際連鎖酒店管家部操作程序 毛巾清洗操作程序

1、帝豪花園酒店國際俱樂部 Royal Garden Hotel International Club管家部Housekeeping Department標準操作程序STANDARD OPERATION PROCEDURE國際酒店管理手冊International Hotel Management Handbook了解個人服務提供者（管家）這個行業(yè)The profession of a service provider (Butler)歡迎了解這個非常古老而又受尊敬的行業(yè)，這個行業(yè)使得許多人的生活發(fā)生了改變！ Welcome to the world of a very old and highl

2、y respected profession, that makes a difference in many persons life!“管家”這個詞來源于法語“bouteiler”，意思是裝瓶商，但是據(jù)說在圣經(jīng)中也提到過這個詞。The word butler come from the French term for bottler for bottler bouteiler. But according to an old dictionary entry it was even mentioned in the Bible!管家或者說服務提供者在家庭、酒店、或私人游艇中起到舉足輕重的作

3、用，他領導者一個由專業(yè)人士組成的團隊，不僅給雇主或者客人提供超出其預期的個性化服務，而且保證提供服務的人更加機敏，具有更完備的知識與信息。Basically a butler, the Personal Service Provider, is a key element in a household, hotel, or private yacht, heading a team of professionals that delivers a level of personalized service that exceeds not only the expectations of th

4、e employer or guest, but will secure a more sensitive and better informed service.操作程序Operate Procedure 部門Department: 娛樂部Entertainment Department 分部門Section: PA部PA Department負責人Reports To: PA副管PA Service Asst. Supervisor 文件號Documents NO.: ED.20060101008文件主題DocumentsSubject: 毛巾清洗程序 Metal Materials Cl

5、eaning & Maintain Procedure 文件目的DocumentsGoal: 為了規(guī)范毛巾類材料的清潔保養(yǎng)程序，使PA部能按程序要求搞好毛巾類材料的清潔消毒工作，營造良好的衛(wèi)生環(huán)境和優(yōu)質(zhì)的服務氛圍，延長使用壽命，以進一步樹立國際俱樂部整體形象及提高服務品牌效應，特擬定此毛巾類材料清潔消毒程序。制定/更新于Reviewed By: 2006年01月01日 Jan. 1st, 2006程序內(nèi)容Procedures Content:A. 將干凈毛巾與臟毛巾分開清洗。B. 臟毛巾放指定桶內(nèi)加適量洗衣粉、漂白水，再用溫水浸泡15分鐘。C. 經(jīng)浸泡后，重點污跡用手洗干凈，再進入正常機洗。D

6、. 干凈毛巾放洗衣機內(nèi)機洗，加適量洗衣粉、漂白水、消毒水、柔順劑進行洗滌。E. 毛巾洗凈后拿來出來折疊成指定款式由樓雜員工放入毛巾車進行高溫消毒。 制定人 Prepared By 部門主管 Department Head 日期 Date . 批準人Approved By 總經(jīng)理General Manager 日期 Date 此操作程序的內(nèi)容將根據(jù)俱樂部實際的要求定期進行更新。The content of this Operate Circuit will be reviewed on a regular basis to incorporate any new responsibilities

7、 which reflect the club business requirements.酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設計、程序、標準、SOP附件：酒店各部門英文縮寫總經(jīng)理辦公室:GM 人力資源部:HR 財務部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場傳訊部MC酒店各職位英文縮寫GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務部總監(jiān) AM-ASSISTANT

8、MANAGER 大堂經(jīng)理 DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FO-FRONT OFFICE 前廳部 FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務中心 F&B-FOOD&BEVERAGE 餐飲部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPARTMENT 財務部 FC-FINANCIAL CONTROLLER財務總監(jiān) 行政總廚 A.T.K Administrative total ki

9、tchen收益管理經(jīng)理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語 董事長 Board Chairman (Director)董事總經(jīng)理Managing Director經(jīng)濟師Economist首席會計師 Chief Accountant總經(jīng)理General Manager副總經(jīng)理Deputy General Manager (Vice)駐店經(jīng)理Resident Manager總經(jīng)理行政助理Executive Assistant Manager總經(jīng)理秘書Executive Secretary總

10、經(jīng)理室Executive Office (G.M office)機要秘書Secretary接待文員Clerk副總經(jīng)理Vice General Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書Secretary to General Manager行政秘書Executive Secretary人力資源部Human Resources Division人事部Personnel Department培訓部Training Department質(zhì)檢部Quality Inspection Department員工關(guān)系部 Staffing Relationship

11、 Department人力資源開發(fā)總監(jiān)Director of Human Resources人事培訓經(jīng)理 P&T Manager人事部經(jīng)理Personnel Manager培訓部經(jīng)理Training Manager質(zhì)檢部經(jīng)理Quality Inspection Manager人事主任Personnel Officer福利勞資員 Payroll Clerk培訓主任Training Officer行政部主任 Executive Officer秘書Secretary員工事務長 Staff Purser車隊隊長 Driver Captain Chief Driver 員工宿舍管理員 Dormitory

12、 Keeper員工餐廳勤雜工 Staff Restaurant Cleaner司機 Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語教師：English Translator & Teacher 市場營銷部Sales & Marketing Division 銷售部Sales Department公關(guān)部Public Relation Department市場營銷總監(jiān)Director of Sales and Marketing銷售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴會銷售經(jīng)理Banquet Sa

13、les Manager銷售經(jīng)理Sales Manager宴會銷售主任Banquet Sales Officer銷售主任Sales Officer高級銷售代表 Senior Sales Executive 銷售代表 Sales Executive 公關(guān)代表 P.R. Representative 公關(guān)部經(jīng)理Public Relation Manager公關(guān)部主任Public Relation Supervisor 高級客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(lián)絡主任Sales Coordinator計劃財務部Finance an

14、d Accounting Division財務部Accounting Department成本部Cost-control Department采購部Purchasing Department審計部 Auditor Department 財務總監(jiān)Financial Controller (Director of Finance)財務部經(jīng)理Chief Accountant成本部經(jīng)理Cost Control manager結(jié)帳經(jīng)理Cashier Manager信用審計經(jīng)理Credit Manager采購部經(jīng)理Purchasing Manager采購部主管Purchasing Officer 總出納C

15、hief Cashier倉儲領班 Store Room Captain營業(yè)點結(jié)帳領班F&B Cashier Captain總臺結(jié)帳領班F/O Cashier Captain夜審計員 Night Auditor信用管理員Credit Clerk應收款管理員 A/R Clerk往來款結(jié)算員Accounting Clerk收入費用結(jié)算員 Accounting Clerk成本核算員 Cost Clerk驗貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購員Purchasing Clerk - F&B物資采購員Purchasing

16、Clerk - Material食品保管員Storeroom Keep - F&B物資保管員 Storeroom Keep - Material餐廳收款員 F&B Cashier總臺收款員 F/O Cashier保健部技術(shù)經(jīng)理Health Technical Manager 保健部主管Health supervisor康樂部Recreation and Entertainment Department舞臺總監(jiān)：Stage Performance Director 藝術(shù)總監(jiān)：Arts Director消防員：Fireman 拓展部經(jīng)理：Marketing Manager 樓面經(jīng)理：Service

17、 ManagerDJ部高級工程師：DJ Senior Engineer康樂主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺主任：Stage Performance Supervisor康樂領班(樓面部長)：Captain DJ部長：DJ Captain 舞廳服務員：Waiter/Waitress健身房服務員：Gymnasium Attendant桌球服務員：Billiard Attendant主持：Preside演員：Actor& Actress服務員：Waiter & WaitressDJ員：DJ咨客：Hostess房務部Room Di

18、vision前廳部Front Office Department客房部（管家部）Housekeeping Department預訂部Reservation Department賓客關(guān)系主任Guest Relation Officer資深銷售中心預訂員Sales Center Senior Reservation Clerk銷售中心主任Sales Center Supervisor禮賓部經(jīng)理Chief Concierge行李員Bellboy女禮賓員Door Girl禮賓司Door Man客房總監(jiān)Director of Housekeeping前廳部經(jīng)理Front Office Manager前廳

19、部副經(jīng)理Asst . Front Office Manager 大堂副理Assistant Manager賓客關(guān)系經(jīng)理 Guest Relation Manager禮賓主管Chief Concierge客務主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出租車訂車員Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房務中心文員Room service Clerk 樓層主管Floor supervisor樓層領班Floo

20、r Captain客房服務員Room Attendant洗衣房經(jīng)理Laundry Manager 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服務中心領班：Service Center Captain 公衛(wèi)領班：PA Captain 水洗領班：Laundry Captain 干洗領班：Dry Clean Captain 布草領班：Uniforms Captain 倉管員：Store man 清潔工：P.A. Man 客房服務員：Room Attendant 縫紉工：Seamstress 熨燙工：Pre

21、sser 洗滌工：Washer 餐飲部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department廚房部 Kitchen Department管事部 Steward Department餐飲總監(jiān)F&B Director餐飲部經(jīng)理F&B Manager西餐廳經(jīng)理Western Restaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書F&B Secretary領班Captain迎賓

22、員Hostess服務員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長Sous Chef(Chinese Kitchen)西廚師長Sous Chef(Western Kitchen)西餅主管Chief Baker點心工：Pastry Cook燒味廚師：Grill Chef廚工：Cook Assistant管事部：Steward Department 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會銷售部經(jīng)理：Banquet Sales Manager 宴會銷售主任：Banquet Sales Officer中餐部經(jīng)理：Chinese Restaurant Manager西餐部經(jīng)理：Western Restaurant Manager營業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager調(diào)酒師：Bartender 酒吧服務員：Barman 咖啡廳主管：Coffee Shop Supervisor 高級主管；Senior Supervisor 領班：Captain 高級服務員：Senior Waiter & Waitress 服務員：Wait