第1页共68页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共68页目录CATALOGUE第一章管家部组织结构图·················1ORGANIZATIONCHART第二章管家部岗位职责·····················1-25POSITIONRESPONSIBILITYOFH.KDEPT2.1管家部经理H.KDept.Manager····················22.2楼层经理HeadFloorSupervisor·········32.3楼层督导FloorCaptain············52.4楼层服务员RoomAttendant···········72.5楼层清扫员RoomCleaner······································92.6公共区域经理PublicAreaSupervisor··························112.7公共区域督导PublicAreaCaptain·········122.8公共区域服务员PublicAreaAttendant········132.9花房管理员Florist···············142.10公共区域清洁工PublicAreaCleaner·········152.11洗涤部经理LaundryManager···········162.12洗涤部督导LaundryCaptain···········172.13干洗工DryCleaner·············182.14大湿洗工Washer-LargeItems··········202.15小湿洗工Washer-SmallItems·········212.16平烫工FlatWorkIroner···········222.17布草折叠工LinenFoldingAttendant········232.18布草收发员LinenDeliveryMaid·········242.19制服收发员UniformDeliveryMaid········25第三章管家部各岗位操作程序··············································27-136HK.DEPT.STANDARDOPERATIONPROCEDURE3.1楼层经理HeadFloorSupervisor························273.1.1处理客人投诉HandlingGuest’sComplains······27第2页共68页第1页共68页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共68页3.2楼层督导FloorCaptain··········28-31·······································································3.2.1检查客房CheckingGuestRooms························283.2.2收取小酒吧帐单CollectingMini-barBill······303.2.3饮料管理Controllingwine&Beverage··················313.3楼层服务员RoomAttendant········32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey·············323.3.2开酒水帐单FillinginWine&BeverageBill···············333.3.3杯具洗涤、消毒Washing-up&DisinfectingGlassware··343.3.4客用品领用、存放Applicationof&KeepingItems·····353.3.5客人要求开门HandlingRequestforOpeningtheDoor·363.3.6引领客人进房GreetingtheGuests··········373.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest383.3.8客人离店结帐GuestCheck-out···········393.3.9查走客房（遗留物品）Check-upC/ORoom·········403.3.10做夜床ProvidingTurn-downService······413.3.11开房门OpeningtheDoor··········433.3.12加床HandlingRequestforExtraBed····443.3.13铺床MakingtheBed···········453.3.14上毛巾、茶水OfferingTowel/TeaService······463.3.15客房二次打扫Re-cleaningtheRoom·········473.3.16重点宾客进房ReceivingVIP············483.3.17擦皮鞋ProvidingFreeShoeShiningService···493.3.18翻转床垫TurningtheMattress·········503.3.19洗涤浴帘WashingShowerCurtain········513.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner··523.3.21处理意外损坏宾客物品DealingwithDam...
