客房清洁、楼层、公共区域及遗留物品管理制度客房清洁、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 floo r 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＇pr oblems.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 ar eas.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 f ire 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 s ame 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 peo ple 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. Forbiddiscuss colleagues unfairly and making disagreement among c olleagues.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 theuniform 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 allow ed 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 theguest＇s gifts. The staff can take the gifts out from the hotel with the agreement of the m anager.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 chang ing 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 could complain to the sup erior, but one by one up.服从上级领导的工作安排。
如需要投诉或申诉，可向上一级管理人员反映，但必须逐级投诉、不得越级。
17 Abide by the dining time, the staff must hand overthe work to the next staff.严格遵守用餐时间，用餐时必须与相邻员工交接。
18 Abide by the system of leaving.严格遵守请假制度。
第二章公共区域规章制度Purpose目的：To maintain guest satisfaction and discipline in the PA section为了保证客人的满意度和公共区域分部门的纪律性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＇pr oblems.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 Operate according to the department＇s program and standard.严格按照部门操作流程及操作规范进行操作。
4 Forbid cutting the nail、combing the hair、doing personal things and spitting anywhere in the guest ar eas.禁止在客用区域剪指甲、梳头发以及做私事，严禁随地吐痰。
5 Forbid smoking in the floor area. Do well in the f ire control and security. Forbid hidden danger.严禁在工作区域内吸烟。
严格做好消防、安全等措施，杜绝安全隐患。
6 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。
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 Forbid using the guest＇s elevator except special situations allowed by superior.不得使用客梯，特殊情况得到上级批准后方可使用。
9 Forbid discussing the guests beyond them. Regard peop le 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。
10 Keep the work environment neat and clean. Report the unusual situations in the work areas to the captain、supervisor、deputy executive housekeeper and executive housekeeper in tim e.保持工作环境整齐、洁净。
对于工作区域内的所有异常情况应及时汇报当班领班、主管、行政副管家及行政管家。
11 Unite and help each other between colleagues. Forbiddiscuss colleagues unfairly and making disagreement among c olleagues.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 theuniform 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 allow ed secretly.任何员工不得私拿、私用酒店的财物。
14 Do well in the connecting the work and fill in the connecting work book. Connect and report the work unfinis hed or not finished.做好两班交接工作，填写好工作交接本。
对于未完成或无法完成的工作也应予以交接和汇报。
15 Forbid leaving the duty at will and abide by the system of leaving. Abide by the arrangement of work and fo rbid changing the work at will and overtime if necessary.不得擅离职守；遵守请假制度；遵守班次安排，不得随意换班；必要时配合加班。
16 Obey the work arrangement by the superior. If the staff has any appeals, the staff could complain to the sup erior, but one by one up.服从上级领导的工作安排、指派、调动，按质按量完成当日的工作。