Sheraton(喜来登)酒店房务部房间检查标准程序

Sheraton Hotel Standard & Procedure 喜来登集团酒店标准与程序

Position: Room Attendant 职位：楼层服务员

Department: Housekeeping Dept. Head: 部门：管家部部门经理：

GM Approval: Date:16 April, 2013 总经理批准：日期：

Task: Checking a guest room Code:RM-HKM-SL04 任务：房间检查序号： RM-HKM-SL04

Standard:

Guests should experience the highest standard of cleanliness in every room, and feel as if they are the first guests occupying the room. Rooms will be inspected by Supervisor and Housekeeping managers every day. 标准：

每一间客房，都要让客人体验到高标准的清洁服务，感到自己是首位客人。房间每天要经过主管或经理的检查。

Procedures:

1.Knock on the door, introduce yourself and enter the room (see SP-RM-HKM-

WR01Entering a guest room).

2.Turn on all lights and ensure all lights are in working condition. At the entrance

door outside and inside, check for scratches, dirty finger marks and paint chips, door not squeaking, lock and safety chain is in working condition, no grease

around the peephole and the fire safety notice is not dirty. Please Make Up Room and a Privacy Requested sign should be hanging on the inside doorknob.

3.Check mirror, mirror frame, luggage rack if it is in a good condition with

cleanliness.

4.Check tea and coffee supplies, two cups, saucers and spoons, all matching, one

mini-bar list and a cork screw.

5.Check quantity and cleanliness of glasses, two old fashion, two highballs, two

wine glasses.

6.Check refrigerator inside and outside for fingerprints, ensure mini-bar is complete.

7.Check that top of fridge cabinet and mirror is clean. Check if light is clean and

working and fittings of light are secure. Check for chips and stain marks and

report defects if necessary.

8.Check so. TV cabinet is clean and dusted on top. Check the doors of the cabinet

open up easily and are not chipped or damaged in any way. TV should swivel out easily. Check if TV is working properly on all channels. Put CNN on first

showing channel and volume should adjusted at middle range. Check for remote control, ensure movie guide is clean. 程序：

1.敲门，自我介绍然后进入房间(详见SP-RM-HKM-WR01进入房间)。

2.打开所有的灯，确保都处于工作状态。由外至内检查门是否有划痕、手

印、油漆等，门开关时无响声，门锁和安全链完好，门镜及走火图清洁无污渍，“请即打扫”和“请勿打扰”牌整齐地挂在门把手上。

3.检查镜子、镜框和行李架确保清洁并处于良好的状态。

4.检查咖啡和茶等物品，两只茶杯、茶碟和匙，必须配有一张酒水单和一

个开瓶器。

5.检查杯子的数量和清洁程度，两只古典杯，两只高杯，两只红酒杯。

6.检查冰箱里外有无指纹，确保酒水完整无缺。

7.确保冰箱柜顶部和镜子清洁，检查灯，确保清洁和使用时完好。检查有

无屑片和污渍，报告设备问题。

8.检查电视柜及顶部是否清洁，柜门是否开关自如。角落里不能有屑片和

污渍，电视转盘转动自如。检查电视频道是否在指定的工作状态，将SPG设置在开机后第一个出现，音量适中。检查其它频道，确保电视指南清洁。

Sheraton Hotel Standard & Procedure 喜来登集团酒店标准与程序

Position: Room Attendant 职位：楼层服务员

Department: Housekeeping Dept. Head: 部门：管家部部门经理：

GM Approval: Date:16 April, 2013 总经理批准：日期：

Task: Checking a guest room Code:RM-HKM-SL04 任务：房间检查序号： RM-HKM-SL04

9.Check if writing desk is clean. Check for chips and stain marks on table and desk

chairs.

10.Check telephones are working and clean, with no scratches or stains.

11.Check if desk lamp is in working condition and that lampshade is dusted and

seams of lampshade are turned to the wall.

12.Check if waste bin is clean and with paper(S-logo) inside.

13.Ensure armchair dusted and with no holes or stains. One ashtray on coffee table

with packet of matches.

14.Check standing lampshade is dust free, steady and in a firm position.

15.Check windows and frames for dirt and dust; pull the drapes to see if they operate

correctly - any missing hooks must be reported to Housekeeping.

16.Curtain drapes should be in open position and hanging neatly.

17.Bedside table is to be dust free, not stained, with telephone, notepad combined

remote controller, pen.

18.Shelves underneath should be free from dust and telephone books or any

information book placed neatly.

19.Check bedside lamp is in working condition, lampshade is dusted and seams

hidden.

20.Check clock is working, with correct time and alarm turned off.

21.Bed duvet should be spotless and stretched and pillows well-aligned.

22.Look under the bed to see if there is any rubbish and/or accumulated dust.

23.Check bed headboard is dusted and clean.

24.Check the wardrobe and amenities inside.

25.Check pictures and frames are clean. Check so the safe-door is open and the safe

empty (If locked, contact the GSM)

26.Check ceiling and ventilation grill for dust, stains and/or paint peeling.

27.Air conditioner is to be turned to low fan and 20 degrees.

28.Check carpet is clean, spot clean if necessary and/or report to Housekeeping.

29.Enter bathroom.

30.Check bath towel rack is secure and clean. 9.检查写字台的清洁，注意桌子和椅子有无污渍。

10.确保电话的清洁和正常使用，没有污渍和划痕。

11.检查台灯的工作状态，灯罩无尘。灯罩接缝转到对墙的位置。

12.确保垃圾桶清洁并放有带店徽的纸垫。

13.确保扶手椅清洁，没有破损和污渍。咖啡台上摆有烟灰缸和火柴。

14.检查落地灯，清洁无尘，位置固定，不摇晃。

15.检查床和窗框是否有灰尘，拉开窗帘，检查滑动轨道，轨道及蝴蝶扣的

损坏情况及时向管家部办公室报告。

16.窗帘保持打开的位置，悬挂整齐。

17.床头柜保持干净，无污渍，电话及便签与遥控器的组合夹整齐摆放。

18.架子下面保持清洁，电话簿及宣传册摆放整齐。

19.确保床头灯完好，灯罩接缝转在后面。

20.检查闹钟，保证时间准确，叫醒铃声关闭。

21.羽绒被平整无污渍，枕头饱满，整齐摆放。

22.检查床下是否有垃圾和积尘。

23.检查床头板有无灰尘。

24.检查衣柜和里面的物品。

25.检查壁画和画框。检查保险箱，门保持敞开，里面无物品(如果箱门上

锁，与GSM联系)。

26.检查天花和排风口是否有灰尘，污渍，油漆是否脱落。

27.空调保持在低速，22O C。

28.检查地毯，及时去除污渍或向管家部办公室报告。

Sheraton Hotel Standard & Procedure 喜来登集团酒店标准与程序

Position: Room Attendant 职位：楼层服务员

Department: Housekeeping Dept. Head: 部门：管家部部门经理：

GM Approval: Date:16 April, 2013 总经理批准：日期：

Task: Checking a guest room Code:RM-HKM-SL04 任务：房间检查序号： RM-HKM-SL04

31.Check bathroom towels supplies are correct and neatly folded and hanging.

32.Check so bathtub and surrounding walls are clean and shiny; check all chrome

fixtures are clean and polished including the bath plug which should be upon.

33.Check shower is working and that shower curtain and shower lining are clean.

34.Two tumblers should be clean and kept on vanity counter with upside down.

35.All amenities should be placed neatly on the tray.

36.Mirror to be clean with no “splash” marks.

37.Wash basin should be clean and dry including the basin plug, which should be

down.

38.Check vanity counter and floor is clean.

39.Check so toilet flushes properly; once flush has stopped, check if water runs

continuously – if so report to Housekeeping.

40.Toilet bowl -check and clean stains on seat, cover, body, under rim, behind the

base, top of flush.

41.Check telephone is free of dust and in working condition.

42.Check bathroom ceiling, wall and floors are clean and without stains.

43.Check bathroom door is free from finger marks and leave door half open.

44.Turn off lights.

45.Close door and ensure room is locked properly.

If necessary, the Room attendant should be called back to the room for re-cleaning. 29.进入浴室。

30.检查毛巾架是否牢固，干净。

31.检查巾类是否按标准整齐摆放和挂在毛巾架上。

32.检查浴缸和周围的墙面是否光亮清洁，所有电镀制品和浴室开关清洁，

抛光，保持光亮。

33.喷头保持良好的工作状态，浴帘和巾类干净无渍。

34.两个漱口杯清洁并整齐倒置摆放。

35.所有客用品整齐摆放在托盘中。

36.镜子必须干净，不能有溅落的水印。

37.垃圾桶冲洗干净并在摆放前擦干。

38.检查面台和地面。

39.检查恭桶的冲下水系统，冲水后能否停止，如果长流水，及时报告管家

部办公室。

40.检查恭桶- 恭桶垫、恭桶盖、桶身、恭桶底部、后部及水箱。确保无污

渍。

41.检查浴室内电话，确保清洁，使用良好。

42.检查天花、墙面和地面清洁无污渍。

43.浴室门保持清洁无指纹，门虚掩。

44.关灯。

45.退出房间，确保门锁好。

必要时，要求楼层服务员重新打扫房间。