客房清洁楼层公共区域及遗留物品管理制度.doc

客房清洁、楼层、公共区域及遗留物品管理制度 第一章?楼层规章制度? Purpose目的： To?maintain?guest?satisfaction?and?discipline?in?the?floor?section 为了保证客人的满意度和楼层分部门的纪律性 Procedures政策: 1??Make?yourself?look?well?before?on?duty. 上岗之前，必须做好本人的仪容、仪表工作。 2??Say?hello?to?the?guests?with?smiling?and?courtesy.?Answer?the?guests＇?questions?correctly?and?help?to?solve?the?guests＇?problems. 面带笑容、礼貌地打招呼，正确回答客人的问题，帮助解决客人所提出的问题。 3??Forbid?cutting?the?nail、combing?the?hair、doing?personal?things?and?spitting?anywhere?in?the?guest?areas. 禁止在客用区域剪指甲、梳头发以及做私事，严禁随地吐痰。 4??Forbid?smoking?in?the?floor?area.?Do?well?in?the?fire?control?and?security.?Forbid?hidden?danger. 严禁在楼层区域吸烟。严格做好消防、安全等措施，杜绝安全隐患。 5??Forbid?socking、chewing?gum、reading?newspaper、sleeping?and?making?noise?loudly. 工作时间禁止吃零食和嚼口香糖、看书报、睡觉和大声喧哗。 6??Forbid?taking?a?bath?in?duty?time. 不得在上班时间洗澡。 7??Hand?the?goods?picked?up?anywhere?to?the?housekeeping. 在任何地方捡到东西要立即上交房务中心。 8??Abide?by?the?system?of?the?carry-over＇s?management.?Hand?the?carry-over?to?the?housekeeping?before?off?duty?on?the?same?day. 遵守遗留物品管理制度，遗留物品必须于当天下班前上缴房务中心。 9??Forbid?using?the?guest＇s?elevator?except?special?situations?allowed?by?superior. 不得使用客用电梯，特殊情况得到上级批准后方可使用。 10??Forbid?discussing?the?guests?beyond?them.?Regard?people?in?and?abroad?as?the?same. 不得在客人面前或背后议论客人。中外宾客要一视同仁。 11??Unite?and?help?each?other?between?colleagues.?Forbid?discuss?colleagues?unfairly?and?making?disagreement?among?colleagues. 同事之间必须团结协作、互助互爱。不得非议同事，不得挑拨离间。 12??Forbid?staying?at?hotel?off?duty?time.?Put?on?the?uniform?if?necessary?while?working. 非工作时间不得逗留在酒店，如因工作需要必须换好制服。 13??Forbid?taking?or?using?the?hotel?articles?not?allowed?secretly. 任何员工不得私拿、私用酒店的财物。 14??Report?to?the?leadership?if?the?staff?accepted?the?guest＇s?gifts.?The?staff?can?take?the?gifts?out?from?the?hotel?with?the?agreement?of?the?manager. 任何宾客赠予的物品必须上报当班主管，经部门经理同意后，开具出门条方可带出酒店。 15??Forbid?leaving?the?duty?without?permission?and?changing?the?duty?at?will. 不得擅离职守，不得随意窜岗。 16??Obey?the?work?arrangement?by?the?superior.?If?the?staff?has?any?appeals,?the?staff