第1页共70页第2页共70页目录第一部客房岗位职责1.客房部经理岗位职责-------------------------------------------------------------------------(5)2.客房副经理岗位职责-------------------------------------------------------------------------(6)3.客房主管岗位职-------------------------------------------------------------------------------(8)4.客房领班岗位职责---------------------------------------------------------------------------(10)5.客房服务员岗位职责------------------------------------------------------------------------(11)6.PA主管岗位职责----------------------------------------------------------------------------(12)7.PA领班岗位职责----------------------------------------------------------------------------(13)8.PA服务员岗位职责-------------------------------------------------------------------------(14)9.房务中心文员岗位职责---------------------------------------------------------------------(15)第二部标准与程序1.主管每日工作流程---------------------------------------------------------------------------(16)2.客房服务员早班工作流程------------------------------------------------------------------(19)3.客房服务员中班工作流程------------------------------------------------------------------(21)4.客房服务员夜班工作流程------------------------------------------------------------------(22)5.进出门流程------------------------------------------------------------------------------------(23)6.铺床操作流程---------------------------------------------------------------------------------(24)7.清洁房间操作流程及物品摆放------------------------------------------------------------(26)8.清洁卫生间操作流程及物品摆放---------------------------------------------------------(29)9.检查退房流程---------------------------------------------------------------------------------(33)10.洗衣服务流程------------------------------------------------------------------------------(34)11.遗留物品处理程序------------------------------------------------------------------------(36)12.DND房处理标准-------------------------------------------------------------------------(38)第3页共70页13.加借物品处理程序------------------------------------------------------------------------(39)14.工程报修程序------------------------------------------------------------------------------(40)15.大堂及公共区域清洁---------------------------------------------------------------------(41)16.客厕清洁------------------------------------------------------------------------------------(42)17.楼层走廊清洁------------------------------------------------------------------------------(43)18.杯子清洁消毒标准------------------------------------------------------------------------(44)19.客房清洁质量标准------------------------------------------------------------------------(45)20.客房清洁注意事项-------------------------------------------------------------------------(50)21.公共区域清洁标准-------------------------------------------------------------------------(52)22.计划卫生（大清洁与单项清洁）制定标准-------------------------------------------(54)23.工作间整理要求----------------------------------------------------------------------------(55)24.客房钥匙管理-------------------------------------------------------------------------------(56)25.工作手机管理-------------------------------------------------------------------------------(57)26.布...
