洲际酒店客房(中英文版)SOP
洲际酒店sop标准作业流程模板
洲际酒店SOP标准作业流程模板在酒店管理领域中，SOP（Standard Operating Procedure，标准作业流程）是非常重要的一部分。
SOP是一套详细的指导方针和规定，旨在确保酒店的每一个环节都能按照最高标准和最有效率的方式进行。
在洲际酒店（InterContinental Hotels Group）中，SOP被视为确保卓越服务和客户满意度的关键。
1. SOP标准作业流程的定义SOP标准作业流程是指酒店在各项运营工作中所需要遵循的一系列标准化程序和作业流程。
这些程序和流程涵盖了酒店的各个部门和岗位，包括前厅、客房、餐饮、销售、市场营销、财务等等。
通过SOP，酒店员工可以清楚地知道自己在工作中需要做什么，如何做，以及为什么这么做。
这不仅可以提高工作效率，还可以减少错误和提升服务质量。
2. 洲际酒店SOP的重要性洲际酒店作为国际知名的连锁酒店集团，其SOP显得尤为关键。
洲际酒店一直以来都以卓越的服务和高品质的管理而著称，而SOP正是为了确保这一点而存在的。
从员工的入职培训开始，洲际酒店就会向他们介绍SOP，并且要求他们严格遵守。
这样的做法不仅可以帮助员工更快更好地融入工作，还可以提升员工工作素质和专业水平。
3. 洲际酒店SOP的内容洲际酒店的SOP包含了各个方面的标准作业流程，从员工着装、客房清洁、客户接待、餐饮服务、安全管理等等，无一不详细规定。
在客房清洁方面，SOP会规定清洁人员应该如何进行客房打扫，哪些区域需要重点清洁，如何摆放毛巾和洗漱用品等等细节。
这样一来，无论客人住在哪家洲际酒店，他们所获得的服务都是一样的标准化，而这也是洲际酒店一直保持高品质服务的重要保障。
4. 个人观点与总结我个人认为，SOP标准作业流程对于酒店管理来说是至关重要的。
它不仅可以确保酒店的服务质量和标准化，还可以帮助员工更好地理解自己的工作职责，提升整体工作效率。
洲际酒店作为一家国际知名的连锁品牌，其对SOP的重视和实施也正是其长期保持行业领先地位的重要原因之一。
洲际酒店服务指南整理
保持室内空气流通，定期开窗通风
保持室内清洁，定期打扫房间
注意饮食卫生，选择干净、卫生的餐饮场所
安全与卫生监管部门联系方式
监管部门联系方式：提供相关部门的联系方式，以便在遇到问题时及时联系
酒店安全部门：负责酒店日常安全检查和突发事件处理
酒店卫生部门：负责酒店日常卫生检查和清洁消毒工作
安全与卫生培训：定期对员工进行安全与卫生培训，提高安全意识和卫生水平
迷你吧服务：提供免费饮料和小吃
客房设施：提供电视、电话、网络等设施
清洁卫生：每日清洁，保证房间整洁舒适
床品更换：定期更换床单、枕套等床上用品
餐饮服务
提供多样化的菜单选择，满足不同客人的需求
确保食材新鲜，烹饪工艺精湛，保证菜品质量
提供专业的餐饮服务，包括酒水推荐、餐点介绍等
注重餐饮卫生，确保餐具清洁，厨房环境整洁
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客户满意度调查
调查目的：了解客户对酒店服务的满意程度
调查方式：可以通过问卷调查、电话回访、在线调查等方式进行
调查结果分析：对调查结果进行统计和分析，找出存在的问题和不足，以便改进和提高服务质量
调查内容：包括服务态度、环境、设施、价格等方面
投诉处理效果评估
评估结果：分析投诉处理效果，找出改进措施
酒店周边环境
周边景点
故宫博物院：世界著名的历史文化遗产，位于北京市中心，是中国古代皇家宫殿建筑群。
长城：位于北京市北部，是中国古代防御工程的杰出代表，也是世界文化遗产之一。
颐和园：位于北京市海淀区，是中国著名的皇家园林之一，被誉为“皇家园林博物馆”。
天安门广场：位于北京市中心，是中国最重要的政治、文化和商业中心之一。
洲际酒店客房中英文版资料SOP
洲际酒店客房中英文版资料SOP5.The guest will feel expected and welcomed. 客人感到被受到欢迎及期待。
Summary questions:问题概述：1.Where should the Butler wait for the Guest?管家应该在哪里等客人？2.Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？3.Why is it important that we take the guest to the room?为什么带客人到房间非常重要？4.Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？5.What do I have to introduce and why?我们必须介绍什么？为什么？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试2.What is important to remember when you receive a complaint?当你收到投诉时，应记住做什么？3.Why do I need to apologize?为什么我要道歉？4.What is important about taking action?采取行动时什么最重要？5.Why is the follow up so important?为什么跟进如此重要？6.Are all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？7.Are all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到位进行实践操作并做测试。
HKSOP酒店标准操作程序客房部中英文
HKSOP酒店标准操作程序客房部中英文HKSOP酒店标准操作程序客房部中英文一、房间准备流程1. 确认当前入住的客人信息和房型2. 检查空净房情况，确保在最短时间内将房间准备好3. 确认所需的客房用品和设备是否齐全，并进行相应的准备4. 根据入住时间安排清洁工作的时间5. 检查客房问题，例如门窗是否正常，房间内设施是否完好等Room Preparation Process1. Confirm the information and room type of the current guest.2. Check the status of the empty rooms and ensure that the room is prepared as quickly as possible.3. Confirm whether the required guest supplies and equipment are complete and prepare accordingly.4. Schedule cleaning times based on check-in times.5. Check the room for issues such as whether the doors and windows are working properly, and if the facilities within the room are complete.二、房间清洁流程1. 检查客房所有区域，包括客房、卫生间、厨房等，确保每个区域都干净整洁2. 在清洁前，更换清洁用品，例如清洁刷、清洁剂等3. 使用清洁剂和清洁布，清洗所有表面4. 更换床上用品和毛巾等客用品，并完成客房整理Room Cleaning Process1. Check all areas of the room, including the bedroom, bathroom, and kitchen, to ensure that each area is clean and tidy.2. Before cleaning, replace cleaning supplies such as cleaning brushes and cleaning agents.3. Use cleaning agents and cleaning cloths to clean all surfaces.4. Replace guest supplies such as bedding and towels, and complete the room's tidying up.三、客房充分准备流程1. 确认客人需要哪些客房用品和设备，并准备好2. 确认客人的特殊需求，并做好安排3. 确保客房一切准备工作都已完成4. 确认客人在入住时是否需要导游服务Full Room Preparation Process1. Confirm which guest supplies and equipment the guest requires, and prepare them accordingly.2. Confirm whether the guest has any special needs and make appropriate arrangements.3. Ensure that all room preparations have been completed.4. Confirm if the guest requires tour guide services at check-in.四、床上用品的更换和保养1. 定期更换床上用品，包括床单、枕套、被套等2. 床上用品的清洗和保养需要遵循相关标准和程序3. 床垫需要在客房更换至少每年一次4. 床垫保养需要遵循相关标准和程序Replacement and Maintenance of Bedding1. Regularly replace bedding, including sheets, pillowcases, and duvet covers.2. The cleaning and maintenance of bedding must follow the relevant standards and procedures.3. The mattress needs to be replaced at least once a year in the room.4. The maintenance of the mattress must follow relevant standards and procedures.五、客房设备和用品的管理和维护1. 定期检查客房设备的性能和状态，以确保其正常工作2. 所有客房设备和用品都需要经常清洁和维护，以确保其安全和有效3. 客房用品在客人离店后需要进行清理和准备，以准备迎接下一个客人的到来4. 维修和更换设备和用品需要遵循相关标准和程序Management and Maintenance of Room Equipment and Supplies1. Regularly inspect the performance and condition of room equipment to ensure that it operates effectively.2. All room equipment and supplies must be cleaned and maintained regularly to ensure their safety and effectiveness.3. Guest supplies need to be cleaned and prepared after the guest checks out to prepare for the arrival of the next guest.4. Repairs and replacement of equipment and supplies must follow relevant standards and procedures.六、客房服务流程1. 确认客人的需求并尽快提供服务2. 接听客人的投诉和意见，并尽快作出反应3. 确保客人在入住期间度过愉快的时光Room Service Process1. Confirm the guest's needs and provide services as soon as possible.2. Receive and respond to guest complaints and opinions as soon as possible.3. Ensure that the guest has a pleasant time during the stay.总结HKSOP酒店标准操作程序客房部中英文涵盖了客房与房间准备、房间清洁、客房充分准备、床上用品的更换和保养、客房设备和用品的管理和维护以及客房服务流程六个方面，这些流程和程序在酒店管理中扮演非常重要的角色，能够帮助酒店更好地服务客人，提高客人的满意度和口碑。
洲际酒店行为规范标准
UNSATISFACTORY PERFORMANCEWhat is unsatisfactory performance and when does it apply?Unsatisfactory performance is performance that falls below acceptable levels of quality, quantity, timeliness and cost effectiveness.Examples:•Failure to meet deadlines•Failure to achieve set quotas/targets•Unsatisfactory level of errors/defects/complaintsPerformance improvement solutions:Performance management may involve one or more of these steps below:•Coaching/DevelopmentWhere an employee new to a role requires guidance in thedevelopment of the skills, knowledge and experience necessary to meet the required performance levels.•Corrective CounselingA problem solving discussion to eliminate the barriers toperformance where an employee is adequately trained and experienced yet has failed to meet required performance levels.•RedirectionRedirect and refocus the employee where they lack clarity ofunderstanding of their role, responsibilities and/or tasks. Do this by identifying the:•Main requirements of the job as clearly and concisely as possible, and•Performance Standards required.•Performance Improvement PlanThese are short term goals which are agreed with the employee and monitored regularly to measure and whether the employee iscorrecting its performance issuesThe objective of the performance improvement process is to educate and correct employee behaviour and/or performance.In order to help measure and monitor whether the employee iscorrecting their behaviour sometimes Short Term Performance Objectives need to be agreed and put in place.Key points to remember when agreeing any objectives:•The objectives need to be reasonable in that the employee can meet them within the agreed timeframe•The objectives should be measurable•The objectives should be in writing ideall y with the employee’s written agreementIf this is the second or third time the employee has been put on Objectives or the employee fails to meet the objectives, then if the manager wants to terminate the employee, then they should make it clear to the employee that if they fail to comply with the objectives, the manager will consider his/her options including termination.If performance doesn’t improve:In the event that there is no performance improvement, the managerwill be entitled to take the following steps:•set a new performance plan•terminate the employee•if available, talk to the employee about alternative jobs which better suit the employee’s skill setHowever prior to terminating the employee’s employment or offering an alternative position the manager must obtain the following approvals:Hotel Employee - the approval of the General Manager and HRDirector of the Hotel; andCorporate Employee- the HR Director supporting the functionalgroup and the Regional Director for that GroupExamples of Short Term ObjectivesMISCONDUCTWhat is misconduct and when does it apply?Misconduct is defined as behaviour that involves a breach of the type of professional and ethical behaviour which is expected by IHG.Examples of misconduct include but are not limited to:•Absenteeism - Failure to provide required notice and/or medical certificates in relation to an illness/injury•Absenteeism - Failure to attend work at the required time •Failure to follow proper authorisation procedures•Dishonesty•Theft or fraud affecting the company, its suppliers and/or customers;•Physical or verbal assault of a person at the workplace •Unlawful Harassment, sexual or otherwise, of another employee, agent, visitor or customer (Refer IHG’s Sexual Harrassment Policy)• A breach of the safety and environmental policies (ie. failure to report a workplace injury) (Refer IHG’s OH&S Policy);• A breach of information security policies (Refer to IHG’s IT policy)•Breach of confidentiality concerning the company's or a third person's information•Being under the influence of or in the possession of alcohol or other intoxicating or illegal substances at work (Refer to IHG’s Drug Policy)•Falsification of company records or information•Making unauthorised alterations to individual customer accounts or to an employee's own account•Wilful damage to company property•Refusal to carry out the lawful instruction of a managerThis list is not exhaustive. The action taken will depend on the seriousness of the alleged misconduct, prior instances of similar misconduct and the merits of the case.DISCIPLINARY ACTIONWhat are the types of Disciplinary action?Disciplinary action can take any of the following forms:• a verbal warning;•written warning;•final written warning;•termination with notice;•summary termination (ie termination without notice)What is disciplinary action?Disciplinary action does not necessarily follow a sequential/ consecutive path. For example, there may be circumstances where:•the initial disciplinary action taken is a final written warning, •the misconduct of the employee justifies termination without any prior warnings; or•more than two warnings may be warranted prior to termination.The key consideration is to ensure that each case is decided on itsown merits.What is a warning?A warning is formal communication to an employee that:•their behaviour or continued unsatisfactory level of performance is unacceptable, and•if there is no change in the behaviour/performance it may lead to dismissal.A warning will be given where an employee has failed to improve his or her performance, or has engaged in misconduct that warrants it.A warning can be verbal or written.A warning remains on an employee's personnel file for a period of 12 months.IHG’s disciplinary procedureIt is imperative that HR is consulted prior to any disciplinary action being undertaken.The disciplinary procedure will be followed when:•The performance improvement process has failed to produce an acceptable level of work performance; or•An employee has engaged in behaviour that is unacceptable / misconduct.The disciplinary procedure will involve the following:1.Preliminary investigation2.Interview3.Due consideration4.Decision5.Implement decision / action plan1.Preliminary InvestigationThe person carrying out the preliminary investigation will generally be the Line Manager.The purpose of the preliminary investigation is to establish the facts and gather evidence through a thorough investigation. Further investigation may also need to be conducted at later stages of the disciplinary process. Employee may be placed on suspension on full pay whilst the investigation is being carried out.2.InterviewIf the preliminary investigation appears to substantiate the allegations or the persistence of a performance or behaviour problem, the employee will be interviewed. The employee will have the right to have a colleague or close contact present during the interview.The purpose of the interview is to:•Clearly put to the employee the nature of the allegations; •Explain to the employee the types of disciplinary action which might be taken if the allegations are found to be substantiated;•Give the opportunity to tell their side of the story, provide any explanation, and put anything else which may be relevant in IHG's consideration of what is the appropriate action.3.Due considerationGive due consideration to the employee's explanation/response. It is important to provide sufficient time to give full consideration to any explanation given by the employee, before any final decision is taken on disciplinary action. It may be that, in light of the employee's response, that further investigation is required.4.DecisionIf it has been established that an employee is responsible for some form of persistent unsatisfactory performance or misconduct, the line manager must select the appropriate form of disciplinary action to be taken. Any decision must be made in consultation with Human Resources.5.Implement decision / action planIn all but exceptional cases the appropriate action should be decided upon and implemented before the completion of the employee's next working day.。
国际品牌酒店 F&B BQT SOP
紫金港国际饭店BANQUET SOPOPENING A FUNCTION ROO活动场地的开放1)Open the door and check the room打开房门并检查房间Switch on the lights, check the temperature and check if the room smells fresh.打开灯，检查房间内的温度和房间内的气味Check the setup of the tabletop according to the event order and check readiness of the utensils in the Service Station.检查所有桌面上的摆台和服务台上的器具是否按照宴会单的要求布置好All must be ready for service 30 minutes prior to the functions start and the guest arrive.以上所有的程序必须在客人和活动开始前30分钟前检查完毕Ensure that all of the preparation is done in time.确保所有的准备工作在规定时间内完成Arrange the appropriate assignments to the staff.合理安排、分配好员工的工作OPENING AND SETTING UP A BAR布置酒吧和酒吧的使用1)Set the bar table摆放酒水台Set the bar table with skirting. The size of the bar number of tables is depending of the size of the event; how many guests, type & quantity of beverages required, etc(Set up can differ per hotel, some hotel use mobile bar or glass tables, need to adjust according to individual hotel standards)摆好酒水台并围好台裙。
洲际客房主管工作描述(中英文)
洲际客房主管工作描述JOB TITLE: Housekeeping Supervisor职位：客房主管AREA/DEPARTMENT: Housekeeping部门：客房部JOB BAND: 7级别：7HOTEL LEVEL: V酒店星级： 5REPORTS TO: Assistant Housekeeper上级：客房部经理助理POSITIONS SUPERVISED: Room Attendant;职位监督：客房服务员JOB SCOPE: Responsible for the operational efficiency of all housekeeping areasand the service delivery of those areas within budgeted guidelines.Promotes the desired work culture around the five core values of Trust,Integrity, Respect, One Team and Service of the InterContinentalHotels Group and the brand ethos.职责范围：负责客房部所有区域的有效运作及该区域在预算方案内的运送服务。
围绕五大核心理念：信任、诚实、尊重、团队及服务提升洲际酒店集团的品牌价值及企业文化理念。
TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.证明：我确认已阅读职责，并按照以上所描述工作要求的标准执行我的职责。
Signature签名: …………………………………………………………………………………… Date日期: ……………Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 1 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 2 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 3 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 4 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 5 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 6 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 7 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 8 of 5Copyright InterContinental Hotels GroupLast Updated: April 27, 2022Page 9 of 5。
超五星级酒店客房SOP——如何清洁走客房
部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房10.0Standard Operation Procedures标准操作程序Module 10.15: How To Clean Check Out Room部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房部门：职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.15 How To Clean Check Out Room如何清洁走客房。
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Summary questions:
问题概述：
1.Where should the Butler wait for the Guest?管家应该在哪里等客人？
2.Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？
3.Why is it important that we take the guest to the room?为什么带客人到房间非常重要？
4.Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？
5.What do I have to introduce and why?我们必须介绍什么？为什么？
Now ask the trainee to practice the task from start to end to test competency.
现在由培训生按照步骤从头到尾进行实践操作并做测试
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3.W hy do I need to apologize?为什么我要道歉？
4.W hat is important about taking action?采取行动时什么最重要？
5.W hy is the follow up so important?为什么跟进如此重要？
6.A re all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？
7.A re all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？
Now ask the trainee to practice the task from start to end to test competency.
现在由培训生按照步骤从头到位进行实践操作并做测试。
中国管理资讯网
中国管理资讯网
中国管理资讯网
中国管理资讯网
中国管理资讯网
中国管理资讯网。