第1页共37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37页客房部管理规程目录第一章岗位职责...........................................3职位：客房经理..........................................................................................................................3职位：楼层管家..........................................................................................................................4第二章服务...............................................6一、客人借用物品服务...............................................................................................................6二、加床（或婴儿床）服务.......................................................................................................6三、收取客人洗衣.......................................................................................................................6四、清洁客房..............................................................................................................................6五、夜床服务..............................................................................................................................7六、洗衣服务..............................................................................................................................8七、处理客人遗留物品...............................................................................................................9八、房间家具及物品摆放标准...................................................................................................9九、客房服务员进房程序.........................................................................................................11第三章财物..............................................12一、客房部所辖管理规定.........................................................................................................12二、客房客用品管理制度.........................................................................................................13三、客房客用品领用与保管的管理规定.................................................................................13四、客房部客用品赔偿制度.....................................................................................................13五、物品报损的管理规定.........................................................................................................14第四章安全防范..........................................15一、客房部消防安全知识.........................................................................................................15二、客房钥匙管理规定.............................................................................................................16三、客房部卫生管理制度.........................................................................................................16第五章事故和事件........................................17第2页共37页第1页共37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37页一、客房部紧急应急程序.........................................................................................................17二、客房链锁紧急开启管理规定.............................................................................................18三、停电话紧急程序......................................................................................
