管家部服务标准与程序(DOC84页)VIP免费

管家部服务与标准程序---------------------------------------------------------------------管家部服务标准与程序第0页共77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0页共77页目录一、班前准备工作............................................................3二、钥匙管理程序............................................................4三、检查所属区域公区........................................................5四、客房工作报表填写程序....................................................6五、敲门程序................................................................7六、VIP服务程序............................................................8七、加借物服务程序..........................................................9八、加床或婴儿床要求.......................................................10九、保养家私和金属的程序...................................................11十、对特殊天气处理的程序...................................................12十一、叫醒服务程序.........................................................13十二、擦鞋服务程序.........................................................14十三、转房服务程序.........................................................15十四、客人生病及意外受伤处理程序...........................................16十五、遗留物处理程序.......................................................17十六、双重锁及请勿打扰程序.................................................18十七、清洁空房程序.........................................................19十八、开夜床服务程序.......................................................20十九、客房小整理程序.......................................................22二十、清洁在住房间程序.....................................................23二十一、清洁脏房序.........................................................25二十二、清洁玻璃杯程序.....................................................27二十三、领班查房程序.......................................................28二十四、客衣送洗服务程序...................................................30二十五、清洁电话程序.......................................................31二十六、检查退房程序.......................................................32二十七、铺床的程序.........................................................33二十八、酒店服务礼仪规范...................................................35二十九、电话接听程序.......................................................37第1页共77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77页三十、客人借用物品程序.....................................................38三十一、有关维修房处理程序.................................................39三十二、部门物品借用或调拨程序.............................................40三十三、房态控制程序.......................................................41三十四、为客开门服务程序...................................................42三十五、吸尘器吸尘程序.....................................................43三十六、清洁热水壶和冰桶...................................................44三十七、房间除虫程序.......................................................45三十八、外宿房处理程序.....................................................46三十九、清洁空调...........................................................47四十、清洁迷你吧程序..................................