客房部工作手册拟写人：目录第一章各岗位每日工作流程.....................................................4第一节客房经理每日工作流程...............................................4第二节客房主管每日工作流程...............................................5第三节客房领班每日工作流程...............................................6第四节客房服务员每日工作流程..............................................7第五节公共区域服务员每日工作流程.........................................9第二章客房部各项管理制度....................................................10第一节、客房部管理制度...................................................10第二节、客房部考勤制度...................................................11第三节、客房部制服、工鞋管理制度.........................................11第四节、客房部棉织管理制度...............................................12第三章基础服务流程...........................................................13第一节三步服务程序......................................................13第二节待客礼仪..........................................................14一、注目礼标准.......................................................14二、欠身标准.........................................................14三、接听电话的礼仪...................................................15第四章业务流程标准..........................................................16第一节客房服务员标准程序................................................16一、进出门程序.......................................................16二、客房服务员工作单填写标准.........................................17三、各种房清洁程序...................................................17四、清洁客房流程.....................................................18五、铺床流程.........................................................20六、住客房清洁注意事项...............................................20七、备注.............................................................21八、楼层公共区域清洁标准.............................................21九、公共区域日计划与周计划卫生.......................................22十、工作间清洁标准...................................................22十一、杯子清洁程序...................................................23十二、布草管理标准...................................................23十三、客房/财务布件盘点程序..........................................24十四、客人要求增加客房用品服务的程序.................................24十五、工作车整理使用标准.............................................24十六、工作车垃圾袋处理程序...........................................25十七、检查退房流程...................................................25十八、遗留物品处理程序...............................................25十九、洗衣服务流程...................................................26二十、请勿打扰/DND处理程序..........................................26二十一、双重锁/D/L处理程序..........................................27二十二、客房钥匙管理标准.............................................27二十三、对讲机使用规定...............................................28二十四、工程报修程序.................................................28二十五、坏房的处理程序...............................................29第二节公共区域清洁......................................................29一、公共区域清洁程序.....................
