导读 / Introduction / Pendahuluan
本文档整合 Model J 雅加达中央公园酒店现行全部 SOP 与服务质量标准的全文内容，严格按四大安全分类：消防安全、人身安全、食品安全、卫生安全。跨支柱的综合治理文档（高压线政策、培训认证矩阵、审计评分卡、38项安全卫生标准母表）归入"0. 综合管理体系"；38 项标准按主题拆分至各支柱章节呈现。默认并列显示中文与英文，点击右上角按钮可叠加印尼文。
This compendium integrates the full content of all running SOPs & service-quality standards of Model J Hotel Jakarta Central Park, strictly classified by the Four Safety: Fire, Personal Security, Food, Hygiene. Cross-pillar governance docs (high-voltage policy, training matrix, audit scorecard, 38-item master register) are in "0. Integrated Management"; the 38 standards are split by theme into each pillar section. Chinese & English shown by default; click top-right for Bahasa Indonesia.
Kompilasi ini mengintegrasikan isi lengkap seluruh SOP & standar Model J, diklasifikasikan ketat berdasarkan Empat Keamanan: Kebakaran, Personel, Pangan, Kebersihan. Dokumen tata kelola lintas pilar ada di "0. Manajemen Terintegrasi"; 38 standar dibagi per tema ke tiap pilar. Mandarin & Inggris tampil default; klik kanan atas untuk Bahasa Indonesia.
综合管理体系 0. 综合管理体系 / Integrated Management / Manajemen Terintegrasi
本节为横跨四大安全的综合治理文档：违规政策、培训认证矩阵、审计评分卡、38项安全卫生标准母表（母表保留于此，标准内容按主题拆分至各支柱章节）。
0.1 · 德胧印尼酒店服务质量体系
高压线 / 红线 / 黄线政策 · High-Voltage / Red / Yellow Line Policy
三级违规政策：高压线（零容忍，立即处理，管理条线连带）、红线（解除雇佣）、黄线（再教育再培训），与印尼 SP（Surat Peringatan）机制对接。
Three-tier policy: High-Voltage (zero tolerance, immediate, joint penalty), Red Line (terminate), Yellow Line (re-education), integrated with Indonesia SP mechanism.
Kebijakan tiga tingkat: Garis Tinggi, Garis Merah (PHK), Garis Kuning (pelatihan ulang), terintegrasi dengan mekanisme SP.
| 等级 | 中文 | English | Indonesia | 处理 |
|---|---|---|---|---|
| 🔴 高压线 | 零容忍，管理条线连带严惩 | Zero tolerance, joint penalty for management | Tanpa toleransi, sanksi berat bersama | 立即处理 |
| 🔴 红线 | 解除雇佣关系 | Terminate employment | Pemutusan hubungan kerja | 解雇 |
| 🟡 黄线 | 再教育、再培训 | Re-education, retraining | Pendidikan & pelatihan ulang | 培训 |
| 高压线行为（6项） | 红线行为（11项，含"黄线累计3次触发红线"） | 黄线行为（10项） |
|---|---|---|
| ①严重服务事故致重大投诉/伤害 ②贪污挪用 ③受贿 ④泄密 ⑤故意破坏财产 ⑥严重违反安全规程致事故 | ①旷工3连/5累 ②偷窃 ③打架 ④滥用职权 ⑤泄露客人隐私 ⑥伪造记录 ⑦班中饮酒吸毒 ⑧故意违规 ⑨服务态度恶劣致投诉 ⑩私自竞争业务 ⑪黄线累计3次→红线 | ①迟到早退 ②未着工装 ③流程不规范 ④卫生不达标 ⑤任务未及时完成 ⑥沟通不当 ⑦区域整理不规范 ⑧未交报告 ⑨私用设备 ⑩消极怠工 |
| 违规次数 | 印尼SP | 有效期 | 中文处理 | English | ID |
|---|---|---|---|---|---|
| 第1次 | SP1 | 6个月 | 口头警告+培训+记录 | Verbal warning + retraining + record | Lisan + pelatihan + catatan |
| 第2次 | SP2 | 6个月 | 书面警告+再培训 | Written warning + retraining | Tertulis + pelatihan ulang |
| 第3次 | SP3→红线 | 永久 | 解除合同 | Terminate contract | Putus kontrak |
SP消除：SP1 6个月内无违规自动消除；SP2 6个月内无违规降为SP1；SP3永久。高压线/红线直接SP3+解雇。适用德胧印尼所有酒店管理层及员工；Desly及下属酒店不适用。HR监督执行，可申诉。
0.2 · 重大事件培训认证矩阵
Major Incident Training, Certification & License Matrix
支撑六类重大事件SOP的预防与预判，定义各部门培训、18项优先认证/执照、实施计划（0–30天立即→90天认证→季度/半年/年度复训）。
Supports prevention for six major-incident SOPs; defines department training, 18 priority certifications/licenses, implementation plan (0–30d immediate → 90d certification → quarterly/semi-annual/annual refresh).
Mendukung pencegahan enam SOP insiden besar; 18 sertifikasi prioritas; rencana 0–30 hari → 90 hari → kuartal/semester/tahun.
| 部门 | 培训 | 频率 |
|---|---|---|
| GM/MOD | 事件指挥/升级/BU上报/媒体管控/RCA/赔偿决策 | 季度桌面+年度全模拟 |
| 前厅FO | 应急电话/广播/客人名单/集合点/电梯困人/医疗协调 | 季度 |
| 安保&工程 | 灭火APAR/消防主机/电气/停电/电梯困人/CCTV保全 | 季度+月度设备 |
| 客房HK | 疏散清扫/查房/老弱协助/现场保护/防跌/隐患上报 | 季度 |
| 餐饮/厨房 | 食安HACCP/温控/留样/过敏原/疑似中毒表/厨房火灾燃气 | 季度 |
| 营销/PR | 媒体声明/社媒监控/截图取证/网评升级 | 半年 |
| 财务/BU | 保险单证/赔偿核验/应急成本/理赔 | 半年 |
| 全员 | 应急意识/疏散路线/集合点/禁受媒体/安抚 | 入职+半年 |
18项优先认证：①基础灭火APAR ②消防演练/疏散 ③消防主机操作员 ④动火许可证+焊工 ⑤持证电工/K3 ⑥急救P3K ⑦食品操作员 ⑧食安PIC ⑨健康证 ⑩餐饮营业执照/卫生许可 ⑪虫控供应商许可 ⑫电梯维保+检验 ⑬发电机/电气面板维保 ⑭水箱/水泵维保 ⑮保安Gada Pratama ⑯CCTV维保 ⑰应急广播 ⑱RCA调查。
实施计划：0–30天（应急联系名单/ERT/APAR复训/急救/FO广播/事件表/RCA格式/电梯供应商/食安事件表）→30–60天（消防演练/电梯困人桌面/食物中毒模拟/治安场景/停电模拟/停水演练）→60–90天（K3消防/P3K/食安PIC/电工/电梯检验/虫控资质外部认证）→季度场景复训→半年全疏散/灾害/电梯演练→年度认证与全模拟。
0.3 · 服务质量审计评分卡
Service Quality Audit Scorecard
5类20项满分500。状态：EXCELLENT 90–100% / GOOD 75–89% / ACCEPTABLE 60–74% / NEEDS IMPROVEMENT <60%。季度全审、月度跨店。Dec 2025=388(77.6% GOOD)，Jan 2026=394(78.8% GOOD)。
5 categories × 4 items, max 500. EXCELLENT 90–100% / GOOD 75–89% / ACCEPTABLE 60–74% / NEEDS IMPROVEMENT <60%. Quarterly + monthly. Dec 2025=388 (77.6%), Jan 2026=394 (78.8%).
5 kategori × 4 item, maks 500. Kuartal + bulanan. Des 388 (77.6%), Jan 394 (78.8%).
| 类别 | 权重 | 满分 | 子项 |
|---|---|---|---|
| 客房 Housekeeping | 25% | 100 | 客房清洁维护/卫生间卫生/布草床品/客房用品 |
| 宾客服务 Guest Services | 20% | 100 | 前台/礼宾/客房服务/投诉处理 |
| 餐饮 F&B | 20% | 100 | 餐厅清洁/食安HACCP/菜单质量/库存 |
| 维护与安全 Maintenance & Safety | 18% | 100 | 物业维修/安全设备/HVAC/应急程序标识 |
| 运营与合规 Operations & Compliance | 17% | 100 | 培训认证/财务控制/法规合规/环保 |
| 类别 | Dec 2025 | Jan 2026 | 关键发现 | Catatan |
|---|---|---|---|---|
| 客房 HK | 81 | 83 | 走廊/电梯厅/楼梯清洁；自查+VC提速 | Kebersihan koridor; self-inspection |
| 宾客服务 | 81 | 90 | 个性化接触；新Wormhole前台 | Personal touch; check-in personalisasi |
| 餐饮 FB | 83 | 80 | 食物浪费管理；库存人员改进 | Food waste; stok & personel |
| 维护安全 | 72 | 69 | 空调清洗；多处漏水；HVAC 60% | AC; kebocoran banyak area |
| 运营合规 | 71 | 72 | 员工持证不足；垃圾管理 | Sertifikasi kurang; waste |
| 总分 | 388 (77.6%) | 394 (78.8%) | GOOD | GOOD |
评分：25=完全合规/20=轻微/15=中度/10=重大/0=不合规。"需改进"30天内支持，缺陷60天内复审。
0.4 · 38项安全卫生标准（母表）
38-Item Safety & Hygiene Standards Master Register
母表
Model J Safety & Hygiene Standards.xlsx 保留于本节，按主题拆分至各支柱：重大事件(1–4)→人身安全、消防(5–15)+机房(32–38)→消防安全、食品(16–31)→食品安全。每项含标准点/做法/证据/可操作性/优先级。Master xlsx retained here; split by theme into pillars: Major Incident (1–4)→Security, Fire (5–15)+Machine Room (32–38)→Fire, Food (16–31)→Food. Each: standard/implementation/evidence/doable/priority.
Xlsx master di sini; dibagi per tema: 1–4→Personel, 5–15+32–38→Kebakaran, 16–31→Pangan.
🔥 消防安全 1. 消防安全 / Fire Safety / Keselamatan Kebakaran
含：SOP 01 火灾/烟雾/爆炸、消防处置SOP、消防协议/管理/演练链接、消防标准(5–15)+核心机房标准(32–38)。
1.1 · SOP 01
火灾 / 烟雾 / 爆炸 · Fire / Smoke / Explosion
目的：立即、安全、一致处置火灾/烟雾/爆炸，优先生命安全、疏散控制、政府协调、证据保全、媒体管控与RCA。SLA：警报ERT≤1分钟；通知GM≤3分钟；确认位置≤5分钟；疏散广播≤5–10分钟；集合点清点疏散后≤10分钟；BU更新≤15分钟；RCA≤48小时。
Purpose: Handle fire/smoke/explosion immediately, safely, prioritizing life safety, evacuation, authority coordination, evidence, media, RCA. SLA: alert ERT ≤1min; GM ≤3min; confirm ≤5min; evacuation announcement ≤5–10min; assembly count ≤10min; BU ≤15min; RCA ≤48h.
Tujuan: Tangani kebakaran segera & aman. SLA: ERT ≤1 menit; GM ≤3 menit; konfirmasi ≤5 menit; evakuasi ≤5–10 menit; RCA ≤48 jam.
部门职责 / Roles
| 角色 | 中文 | English | Indonesia |
|---|---|---|---|
| GM/DGM/RGM | 总指挥，初期灭火或疏散，启动ERT，升级BU/钉钉 | Command, firefight vs evacuate, ERT, escalate BU/Dingtalk | Komando, ERT, eskalasi BU |
| 前厅FO | 警报ERT，备名单，呼消防，冷静沟通，集合点核查 | Alert ERT, guest list, call fire dept, assembly check | Daftar tamu, pemadam, titik kumpul |
| 安保&工程 | 确认位置/主机，控区，开通道，禁电梯，切气/电/空调 | Confirm/panel, control, open route, stop lift, isolate gas/electric/AC | Panel, isolasi gas/listrik |
| 客房HK | 安全下扫楼，敲门查房，助老弱，报未清房 | Floor sweep if safe, knock/check, assist elderly, report uncleared | Sapu lantai, bantu lansia |
| 餐饮/厨房 | 关燃气阀/炉灶/炸锅/烤箱/厨房电气；疏散用餐区 | Shut gas/stove/fryer/oven/electrical; evacuate dining | Tutup gas, oven; evakuasi restoran |
| 营销/PR | 截取媒体证据，监控舆情，声明，仅授权发言人 | Capture evidence, monitor, holding statement, authorized only | Bukti media, pernyataan |
处置流程 / Procedure
A 初期：①警报ERT；②识别即触发报警；③5分钟确认位置/严重度/烟气/风险/初期灭火是否安全；④安全则受训员工用灭火器/水带，不安全则疏散；⑤GM/MOD启动ERT分配任务。
B 受控：①隔离禁再入；②10分钟查主机/烟气/气电；③告知客人记房号；④必要时呼消防；⑤15分钟报BU；⑥公开则媒体响应。
C 失控/疏散：①全疏散；②FO呼消防备名单；③安保工程开通道/控人群/停电梯/切设施；④HK扫楼报未清；⑤FB关燃气设备；⑥集合点清点；⑦报失踪受伤+医疗；⑧48小时报告RCA再培训。
B 受控：①隔离禁再入；②10分钟查主机/烟气/气电；③告知客人记房号；④必要时呼消防；⑤15分钟报BU；⑥公开则媒体响应。
C 失控/疏散：①全疏散；②FO呼消防备名单；③安保工程开通道/控人群/停电梯/切设施；④HK扫楼报未清；⑤FB关燃气设备；⑥集合点清点；⑦报失踪受伤+医疗；⑧48小时报告RCA再培训。
A Initial: ①alert ERT; ②trigger alarm; ③≤5min confirm; ④trained staff firefight if safe else evacuate; ⑤GM/MOD ERT & tasks.
B Controlled: ①isolate; ②≤10min panel/smoke/gas; ③inform guests; ④call fire dept; ⑤BU ≤15min; ⑥media.
C Uncontrolled: ①full evacuation; ②FO calls fire dept & list; ③S&E route/crowd/lift/utilities; ④HK sweep; ⑤FB shut gas; ⑥assembly count; ⑦missing/injured + medical; ⑧48h report, RCA, retraining.
B Controlled: ①isolate; ②≤10min panel/smoke/gas; ③inform guests; ④call fire dept; ⑤BU ≤15min; ⑥media.
C Uncontrolled: ①full evacuation; ②FO calls fire dept & list; ③S&E route/crowd/lift/utilities; ④HK sweep; ⑤FB shut gas; ⑥assembly count; ⑦missing/injured + medical; ⑧48h report, RCA, retraining.
A Awal: ①ERT; ②alarm; ③≤5 menit; ④padam/evakuasi; ⑤GM/MOD ERT.
B Terkendali: ①isolasi; ②≤10 menit; ③tamu; ④pemadam; ⑤BU; ⑥media.
C Tak terkendali: ①evakuasi; ②FO pemadam; ③S&E; ④HK; ⑤FB gas; ⑥kumpul; ⑦medis; ⑧48h RCA.
B Terkendali: ①isolasi; ②≤10 menit; ③tamu; ④pemadam; ⑤BU; ⑥media.
C Tak terkendali: ①evakuasi; ②FO pemadam; ③S&E; ④HK; ⑤FB gas; ⑥kumpul; ⑦medis; ⑧48h RCA.
话术 / Scripts
疏散广播：请注意，这是酒店紧急广播。为您的安全，请从最近的安全出口有序疏散，请勿使用电梯，听从工作人员前往集合点。如需医疗协助请立即告知。
Fire Evacuation: Attention please. This is an emergency announcement. For your safety, evacuate calmly through the nearest emergency exit. Do not use elevators. Follow staff to the assembly point. If you need medical assistance, inform our staff immediately.
Evakuasi: Perhatian. Pengumuman darurat. Demi keselamatan, evakuasi tenang melalui pintu darurat. Jangan lift. Ikuti staf ke titik kumpul. Butuh medis, beri tahu staf.
关键规则：生命安全优先于财产；仅受训员工安全时可初期灭火；火灾禁电梯；未经GM/集团PR授权不得接受媒体；未确认前不得返回。
表单：Form1火灾事件报告、Form2疏散集合清点（客房/公区/餐饮/BOH）、Form3媒体社媒监控日志。
1.2 · 消防处置 SOP
火灾预防/探测/响应 · Fire Handling
职责：安保—火警响应/协调紧急服务/协助疏散；工程—维护消防系统；全员—报告/协助疏散/听从消防员；消防员/主管—本层疏散清点。预防：每日查出口/灭火器/报警面板；出口畅通；禁烟区禁烟；电气用后关闭；工程月测报警/喷淋/消防泵；半年演练。探测：报警→控制室FACP定位→CCTV/人工核实→确认全楼报警，误报复位记录。发现火灾：①按最近手动报警点；②报安保(分机XXXX)；③小火可控才用灭火器；④关门隔烟；⑤禁电梯。职责细化：安保核实派队带对讲机/灭火器/PPE、启动消防泵、确认即拨雅加达消防113、控交通、确保疏散、记日志；工程按需切断主电源（消防泵/应急灯除外）、确保泵/喷淋/排烟、技术支持、复原；消防员扫楼查卫生间/会议室/后廊、报人数、禁重返。集合点：主—正门广场；次—FX Sudirman停车区。外部：消防113/警察110/救护118-119。事后：清点/损害评估/24小时火灾报告/复盘。演练：疏散半年、消防员年度、急救灭火器季度。参考：印尼PUPR 26/2008、NFPA、雅加达高层规范。
Roles: Security—alarm/emergency coordination/evacuation; Engineering—maintain fire systems; All—report/assist/follow wardens; Wardens—floor evacuation/headcount. Prevention: daily exits/extinguishers/panels; clear exits; no smoking; appliances off; monthly alarm/sprinkler/pump test; drills 2×/year. Detection: alarm→control room FACP→CCTV/manual verify→confirmed full alarm, false reset & log. Discover fire: ①manual call point; ②Security Ext XXXX; ③extinguisher if small; ④close doors; ⑤no lifts. Detail: Security verify, deploy team radio/extinguisher/PPE, pump, call Jakarta Fire 113, traffic, evacuation, log; Engineering cut main power (except pump/emergency lights), pump/sprinkler/exhaust, support, restore; Wardens sweep toilets/meeting rooms/back corridors, count, prevent re-entry. Assembly: main entrance plaza / FX Sudirman parking. External: 113/110/118-119. Post: headcount, damage, 24h report, debrief. Drills: evacuation 6-monthly, warden annual, first-aid/extinguisher quarterly. Refs: PUPR 26/2008, NFPA, Jakarta high-rise code.
Peran: Sekuriti alarm/evakuasi; Engineering sistem; Warden per lantai. Cegah: cek harian; latihan 6 bulan. Temukan api: ①manual call; ②sekuriti; ③APAR kecil; ④tutup pintu; ⑤jangan lift. Sekuriti: verifikasi, tim, pompa, 113. Engineering: putus listrik (kecuali pompa/lampu). Titik kumpul: plaza pintu masuk. Darurat: 113/110/118-119. Drill: 6 bulan/tahun/kuartal.
关联链接（.url）：Fire Alarm Protocol、Hotel Fire Safety Management、Fire Drill activity 18 June 2026 MJCP——均归入消防安全文件夹。
1.3 消防安全标准（38项之 5–15）+ 核心机房标准（32–38）
| # | 标准点 | 中文要求与做法 | English | Indonesia | 可操作 | 优先级 |
|---|---|---|---|---|---|---|
| 5 | 防火巡查 | 每日MOD/安保/工程巡查客走廊/BOH/电气间/厨房/楼梯/出口；记隐患签收整改 | Daily patrol corridors/BOH/electrical/kitchen/stairs/exits; log & rectify | Patroli harian; catat & perbaiki | 立即 | 高 |
| 6 | 部门防火自检 | 各部门每日自检；隐患即改；未决按奖惩 | Daily dept self-check; rectify; unresolved per reward/penalty | Self-check harian | 立即 | 高 |
| 7 | 动火作业控制 | 焊接/切割/明火须许可证、定时间地点、特种证、安全措施、监火人、灭火器、作业后检查 | Welding/cutting needs permit, time/place, cert, safety, fire watch, extinguisher, post-check | Izin kerja panas; fire watch | 立即 | 高 |
| 8 | 动火安全距离 | 清除或隔离可燃物；备防火材料与灭火器；不符可停工重批 | Clear/isolate combustibles; materials/extinguisher; stop if non-compliant | Bersihkan bahan terbakar; APAR | 调整 | 高 |
| 9 | 电气作业 | 持证电工；新线路须批；禁过载；设备远离可燃物；临时用电须安保工程批准 | Certified electrician; new lines approved; no overload; temp power approved | Listrik bersertifikat; beban berlebih dilarang | 调整 | 高 |
| 10 | 消防设备管理 | 安保登记；定期清洁检查；即修；工程测试报警/灭火/排烟/消火栓并记录 | Register; clean/inspect; repair; test alarm/suppression/exhaust/hydrant | Daftar alat; inspeksi bulanan | 立即 | 高 |
| 11 | 消防系统维保 | 报警/喷淋/消火栓/排烟/消防电梯/疏散/联动/救生/灭火器按频次检查；月度自检+年度供应商 | Test all systems per frequency; monthly + annual vendor | Tes bulanan + vendor tahunan | 需供应商预算 | 高 |
| 12 | 疏散图 | 清晰友好；印尼酒店用印尼语+英语，中国客多加中文 | Clear; Bahasa+English, add Chinese if many China guests | Bahasa+Inggris; tambah Mandarin | 调整 | 中 |
| 13 | 厨房燃气/消防 | 商业炉灶需自动灭火；燃气泄漏报警与自动灭火分别复核；轻早餐每日查气/电切断 | Commercial stoves auto suppression; gas detector separate; daily gas/electric check | Auto-suppression; cek harian gas/listrik | 调整 | 高 |
| 14 | 窗户/客房安全 | 滑窗等开启过大有风险者装限位器 | Install limiters on risky windows | Pembatas jendela | 需业主预算 | 中 |
| 15 | 防偷拍检查 | 插座/空调出风口/电视/镜子/隐蔽处须查；纳入客房PM或月度安全检查 | Check sockets/AC/TV/mirrors/concealed; add to PM or monthly safety | Cek kamera tersembunyi; bulanan | 需购设备 | 中 |
| 32 | 机房准入 | 非工作人员未经工程经理批准不得入电气间；控制准入/安全/清洁/消防/应急电源/防水防潮防虫 | Non-staff need Engineering Manager approval; control access/safety/fire/water/pest | Akses terbatas; logbook | 立即 | 高 |
| 33 | 电气间监测 | 监测电流/电压/功率因数/变压器开关柜负载；禁过载；异常即报；巡检值班记录 | Monitor current/voltage/power factor/load; no overload; patrol log | Pantau beban; log harian | 立即 | 高 |
| 34 | 计划停电 | 避开营业高峰；提前24小时通知；突发停电快速解释处理 | Avoid peak; inform 24h ahead; handle sudden quickly | Hindari ramai; notifikasi 24 jam | 立即 | 中 |
| 35 | 空调机房交接 | 交接前查冷水机参数/水流温度/水泵并记录；接班提前15分钟复核清点 | Check chiller/flow/temp/pump before handover; next shift 15min early | Cek chiller; serah-terima | 调整 | 中 |
| 36 | 空调设备巡查 | 主机工况与集管压力每2小时查；每日记启停；查电机温度/异响/振动/压力/漏水 | Check main/collector every 2h; daily start/stop; motor/noise/leak | Cek 2 jam; catat harian | 调整 | 中 |
| 37 | 锅炉房管理 | 非岗禁入；按规程操作、戴PPE、监水位/压力/燃烧、排污、安全阀测试、查漏、消防齐备 | Non-post banned; SOP, PPE, monitor, blowdown, safety valve, leak, fire ready | Non-staf dilarang; SOP, PPE | 按需 | 低 |
| 38 | 弱电/IT机房 | 服务器/监控/地板清洁整齐；温湿度适宜；每日查服务器；锁门、空调常开、查UPS、禁存物漏水 | Server/floor clean; temp/humidity; daily server; lock, AC, UPS, no storage/leak | Server bersih; UPS; kunci | 立即 | 中 |
消防/机房可行性行动：建应急升级联系树、每日防火巡查与疏散通道检查、动火许可证、机房上锁监控、年度消防与排烟清洗预算规划。
🛡️ 人身安全 2. 人身安全 / Personal Security / Keamanan Personel
含：10份SEC岗位SOP、4类重大事件SOP（伤亡/治安/灾害/停电梯）、施工入场、楼顶通道、钥匙管理、吊篮安全、重大事件标准(1–4)。
ⓘ 非安全类运营SOP（Betterwood App/Bettercard/预抵/打卡/EV充电/工程PM/遗失破损）已移出四大安全，归入 03_AARRR会员发展。
2.1 重大事件 SOP
2.1.1 · SOP 02
客人受伤 / 医疗紧急 / 死亡 · Guest Injury / Medical / Death
目的：对受伤、医疗紧急、死亡及疑似死亡清晰、及时、敏感响应，保护隐私、法律地位、证据、品牌。SLA：首报立即；通知GM≤3分钟；GM到场立即；通知GM后呼救护车/警察；隐私控制区≤5分钟；BU≤5–10分钟；RCA≤48小时。
Purpose: Clear, timely, sensitive response to injury/medical/death, protecting privacy/legal/evidence/brand. SLA: alert immediate; GM ≤3min; GM to scene immediate; ambulance/police after GM; privacy zone ≤5min; BU ≤5–10min; RCA ≤48h.
Tujuan: Respons cedera/medis/kematian. SLA: GM ≤3 menit; ambulans setelah GM; RCA ≤48 jam.
A 轻伤：受训者急救→10分钟记录→15分钟拍照/CCTV/证人→30分钟判定过失→非酒店所致则提供诊所/医院并结案；疑似过失则报GM、保全证据、升级BU、审查赔偿、消除隐患。
B 严重医疗：除非不安全否则不移动→3–5分钟通知GM、GM赴现场途中更新BU→通知GM后FO呼救护车记录→5分钟ERT→30分钟评估过失→持续监控。
C 死亡/疑似：不得触碰移动遗体、保全现场→立即通知GM、GM赴现场途中更新BU→通知GM后FO呼警察与救护→5分钟安保工程封锁/控电梯/保全CCTV→10分钟FO冻结资料→HK停止清扫保全物品→等警察/医疗；家属媒体一律经GM。
B 严重医疗：除非不安全否则不移动→3–5分钟通知GM、GM赴现场途中更新BU→通知GM后FO呼救护车记录→5分钟ERT→30分钟评估过失→持续监控。
C 死亡/疑似：不得触碰移动遗体、保全现场→立即通知GM、GM赴现场途中更新BU→通知GM后FO呼警察与救护→5分钟安保工程封锁/控电梯/保全CCTV→10分钟FO冻结资料→HK停止清扫保全物品→等警察/医疗；家属媒体一律经GM。
A Minor: first aid → record ≤10min → photo/CCTV/witness ≤15min → negligence ≤30min → non-hospital: clinic, close; suspected: GM, evidence, BU, compensation, hazard.
B Serious: don't move unless unsafe → GM ≤3–5min, to scene & BU → ambulance after GM → ERT ≤5min → negligence ≤30min → monitor.
C Death: don't touch/move, preserve → GM, to scene & BU → police/ambulance after GM → S&E seal ≤5min → FO freeze profile ≤10min → HK stop cleaning → wait police/medical; family/media via GM.
B Serious: don't move unless unsafe → GM ≤3–5min, to scene & BU → ambulance after GM → ERT ≤5min → negligence ≤30min → monitor.
C Death: don't touch/move, preserve → GM, to scene & BU → police/ambulance after GM → S&E seal ≤5min → FO freeze profile ≤10min → HK stop cleaning → wait police/medical; family/media via GM.
A Ringan: P3K → catat ≤10 menit → foto/CCTV ≤15 menit → nilai kelalaian ≤30 menit.
B Serius: jangan pindah → GM ≤3–5 menit → ambulans setelah GM → ERT ≤5 menit.
C Kematian: jangan sentuh → GM → polisi/ambulans setelah GM → S&E segel ≤5 menit → FO kunci profil ≤10 menit → HK berhenti.
B Serius: jangan pindah → GM ≤3–5 menit → ambulans setelah GM → ERT ≤5 menit.
C Kematian: jangan sentuh → GM → polisi/ambulans setelah GM → S&E segel ≤5 menit → FO kunci profil ≤10 menit → HK berhenti.
关键规则：严重受伤除非不安全不得移动；死亡不得触碰/清扫/移动/移除/整理任何物；救护车/警察须通知GM后联系并记录；GM与BU复核前不得认错或承诺赔偿；始终保护隐私。
2.1.2 · SOP 04
治安 / 犯罪 / 暴力 / 盗窃 · Public Security / Crime / Violence / Theft
目的：治安/犯罪/暴力/盗窃/威胁/可疑活动期间保护客人/员工/财产/证据/品牌。SLA：控制现场≤3分钟；通知GM≤3分钟；通知GM后呼警方；CCTV/证据≤10分钟；证人陈述≤30分钟；BU≤15–30分钟；RCA≤48小时。
Purpose: Protect guests/staff/property/evidence/brand during security/crime/violence/theft/threat. SLA: control ≤3min; GM ≤3min; police after GM; CCTV/evidence ≤10min; statements ≤30min; BU ≤15–30min; RCA ≤48h.
Tujuan: Lindungi saat insiden keamanan. SLA: kendalikan ≤3 menit; GM ≤3 menit; CCTV ≤10 menit; RCA ≤48 jam.
A 即时安全：①警报MOD/FO/安保/ERT；②安全优先不对抗；③3分钟控现场不升级冲突；④3分钟通知GM；⑤GM赴现场/指挥点途中更新BU。
B 政府与证据：①通知GM后FO呼警察；②记录通话时间/联系/指示；③分开当事人保护现场；④10分钟保全CCTV/门禁/照片/物证；⑤30分钟采集陈述。
C 恢复闭环：①1小时分类（盗窃/暴力/客人/外部/安防漏洞）；②疑似过失/漏洞30分钟升级BU法务/财务/保险；③公开5分钟媒体响应；④48小时报告RCA预防。
B 政府与证据：①通知GM后FO呼警察；②记录通话时间/联系/指示；③分开当事人保护现场；④10分钟保全CCTV/门禁/照片/物证；⑤30分钟采集陈述。
C 恢复闭环：①1小时分类（盗窃/暴力/客人/外部/安防漏洞）；②疑似过失/漏洞30分钟升级BU法务/财务/保险；③公开5分钟媒体响应；④48小时报告RCA预防。
A Safety: ①alert; ②safety first, no confrontation; ③S&E control ≤3min; ④GM ≤3min; ⑤GM to scene, update BU.
B Authority & Evidence: ①police after GM; ②record call; ③separate parties, protect scene; ④CCTV/access/photo/evidence ≤10min; ⑤statements ≤30min.
C Recovery: ①classify ≤1h; ②escalate BU Legal/Finance/Insurance ≤30min; ③media ≤5min; ④48h report, RCA, prevention.
B Authority & Evidence: ①police after GM; ②record call; ③separate parties, protect scene; ④CCTV/access/photo/evidence ≤10min; ⑤statements ≤30min.
C Recovery: ①classify ≤1h; ②escalate BU Legal/Finance/Insurance ≤30min; ③media ≤5min; ④48h report, RCA, prevention.
A: ①kabari; ②keselamatan utama; ③S&E ≤3 menit; ④GM; ⑤GM ke lokasi.
B: ①polisi setelah GM; ②catat; ③pisahkan; ④CCTV ≤10 menit; ⑤pernyataan ≤30 menit.
C: ②BU ≤30 menit; ③media ≤5 menit; ④48h RCA.
B: ①polisi setelah GM; ②catat; ③pisahkan; ④CCTV ≤10 menit; ⑤pernyataan ≤30 menit.
C: ②BU ≤30 menit; ③media ≤5 menit; ④48h RCA.
关键规则：安全第一，不得单独对抗暴力/威胁人员；警察须通知GM后联系并记录；记录前不得打扰或移除证据；不得外传CCTV/照片/客人信息；未经GM/集团PR批准不得回应媒体。
2.1.3 · SOP 05
自然灾害 / 洪水 / 地震 / 恶劣天气 · Natural Disaster / Flood / Earthquake / Severe Weather
目的：安全冷静应对灾害/洪水/地震/恶劣天气，含医疗、疏散或就地避险、沟通、恢复。SLA：通知GM≤3分钟；GM赴指挥点≤5–10分钟；建筑公用设施检查≤10分钟；客人名单广播≤10分钟；疏散/避险决策≤15分钟（生命风险更早）；更新每5–10分钟；RCA≤48小时。
Purpose: Safe calm response to disaster/flood/earthquake/weather, incl. medical, evacuation/shelter, comms, recovery. SLA: GM ≤3min; GM to command ≤5–10min; building/utility check ≤10min; guest list/announcement ≤10min; evacuate/shelter ≤15min (sooner if life risk); updates every 5–10min; RCA ≤48h.
Tujuan: Respons aman terhadap bencana. SLA: GM ≤3 menit; cek gedung ≤10 menit; keputusan ≤15 menit; update 5–10 menit; RCA ≤48 jam.
A 初期：①警报MOD/FO/ERT并通知GM；②GM赴指挥点途中更新BU；③启动ERT；④10分钟安保工程查建筑/公用设施/排水/电梯/消防主机/通道；⑤10分钟FO备名单与广播。
B 医疗与决策：①持续查受伤/被困/恐慌/医疗；②受训者急救；③通知GM后联系救护记录；④GM/MOD决定疏散或就地避险≤15分钟；⑤FO广播每5–10分钟重复。
C 疏散/避险与恢复：①疏散经安全路线至集合点；②10分钟清点客人/员工；③就地避险远离窗户不安全区持续监控；④公开5分钟媒体响应；⑤48小时损害评估/恢复/保险/RCA。
B 医疗与决策：①持续查受伤/被困/恐慌/医疗；②受训者急救；③通知GM后联系救护记录；④GM/MOD决定疏散或就地避险≤15分钟；⑤FO广播每5–10分钟重复。
C 疏散/避险与恢复：①疏散经安全路线至集合点；②10分钟清点客人/员工；③就地避险远离窗户不安全区持续监控；④公开5分钟媒体响应；⑤48小时损害评估/恢复/保险/RCA。
A Initial: ①alert & notify GM; ②GM to command, BU; ③ERT; ④S&E check building/utilities/drainage/lift/panel/routes ≤10min; ⑤FO list & announcement ≤10min.
B Medical & Decision: ①check injury/trapped/panic; ②first aid; ③ambulance after GM; ④GM/MOD evacuate/shelter ≤15min; ⑤FO announcement every 5–10min.
C Evacuation & Recovery: ①evacuate safe route; ②count ≤10min; ③shelter away from windows; ④media ≤5min; ⑤48h assessment, recovery, RCA.
B Medical & Decision: ①check injury/trapped/panic; ②first aid; ③ambulance after GM; ④GM/MOD evacuate/shelter ≤15min; ⑤FO announcement every 5–10min.
C Evacuation & Recovery: ①evacuate safe route; ②count ≤10min; ③shelter away from windows; ④media ≤5min; ⑤48h assessment, recovery, RCA.
A: ④S&E cek ≤10 menit; ⑤FO daftar & pengumuman ≤10 menit.
B: ④evakuasi/shelter ≤15 menit; ⑤pengumuman 5–10 menit.
C: ②hitung ≤10 menit; ④media ≤5 menit; ⑤48h RCA.
B: ④evakuasi/shelter ≤15 menit; ⑤pengumuman 5–10 menit.
C: ②hitung ≤10 menit; ④media ≤5 menit; ⑤48h RCA.
话术 / Scripts
就地避险：请注意，因当前天气/安全状况，请保持冷静并留在室内，远离窗户，请勿使用电梯直至另行通知。如需医疗或紧急帮助请联系前台或最近工作人员。
疏散：请注意，为您的安全，请从最近安全出口有序疏散，请勿使用电梯，听从工作人员前往集合点。
疏散：请注意，为您的安全，请从最近安全出口有序疏散，请勿使用电梯，听从工作人员前往集合点。
Shelter-in-Place: Attention. Due to weather/safety, please remain calm and stay inside, away from windows, avoid elevators until further notice. For medical/urgent help contact Front Desk or nearest staff.
Evacuation: Attention. For your safety, evacuate calmly through the nearest emergency exit. Do not use elevators. Follow staff to the assembly point.
Evacuation: Attention. For your safety, evacuate calmly through the nearest emergency exit. Do not use elevators. Follow staff to the assembly point.
Shelter: Perhatian. Karena cuaca/keselamatan, tetap tenang & di dalam, jauhi jendela, hindari lift. Butuh bantuan hubungi Front Desk.
Evakuasi: Perhatian. Evakuasi tenang melalui pintu darurat. Jangan lift. Ikuti staf ke titik kumpul.
Evakuasi: Perhatian. Evakuasi tenang melalui pintu darurat. Jangan lift. Ikuti staf ke titik kumpul.
关键规则：广播须GM/MOD批准并以英语和印尼语播报；受伤/恐慌/被困/脆弱客人均纳入医疗流程；地震/火灾风险禁电梯除非确认；每5–10分钟重复广播；未经批准不得接受媒体。
2.1.4 · SOP 06
停电 / 停水 / 电梯困人 · Power / Water / Elevator Entrapment
目的：快速安全一致处置公用设施事件，区分停电/停水/电梯困人。SLA：通知GM≤3分钟；技术检查≤5分钟；首次沟通≤10分钟；恢复ETA≤15分钟；未解决更新每10–15分钟（电梯每2–3分钟）；BU≤15–30分钟；RCA≤48小时。
Purpose: Handle utility incidents quickly/safely, differentiating power/water/elevator. SLA: GM ≤3min; technical check ≤5min; first comms ≤10min; recovery ETA ≤15min; updates every 10–15min (elevator 2–3min); BU ≤15–30min; RCA ≤48h.
Tujuan: Tangani utilitas cepat & aman. SLA: GM ≤3 menit; cek ≤5 menit; komunikasi ≤10 menit; update 10–15 menit (lift 2–3 menit); RCA ≤48 jam.
A 停电：①记录时间/区域/投诉/房号；②5分钟查主面板/应急照明/发电机；③5分钟查困梯/安全风险，是则启动困人流程；④10分钟广播/直接沟通；⑤快复则查客房/PMS/门锁/CCTV/消防主机/网络并更新；⑥延长则升级BU、准备恢复、协调PLN/供应商/楼宇。
B 电梯困人：①保持沟通并通知GM；②GM赴现场途中更新BU；③5分钟确认梯号/楼层/人数/状况；④5分钟停梯/封锁/联系供应商/楼宇；⑤FO每2–3分钟安抚，禁客人强开门；⑥医疗风险通知GM后呼救护记录；⑦释放后供水/座位/医疗检查，供应商放行前停用。
C 停水：①记录时间/区域/投诉/房号；②10分钟查水箱/水泵/阀门/水压/漏水/楼宇供水；③10分钟确认客房/公厕/厨房/BOH；④局部则维修/隔离仅更新受影响客人；⑤重大则启动响应/沟通/估算/安排水源；⑥延长则更新BU并安排瓶装水/水车/换房/附近设施/临时关闭。
B 电梯困人：①保持沟通并通知GM；②GM赴现场途中更新BU；③5分钟确认梯号/楼层/人数/状况；④5分钟停梯/封锁/联系供应商/楼宇；⑤FO每2–3分钟安抚，禁客人强开门；⑥医疗风险通知GM后呼救护记录；⑦释放后供水/座位/医疗检查，供应商放行前停用。
C 停水：①记录时间/区域/投诉/房号；②10分钟查水箱/水泵/阀门/水压/漏水/楼宇供水；③10分钟确认客房/公厕/厨房/BOH；④局部则维修/隔离仅更新受影响客人；⑤重大则启动响应/沟通/估算/安排水源；⑥延长则更新BU并安排瓶装水/水车/换房/附近设施/临时关闭。
A Power: ①record; ②check panel/lighting/generator ≤5min; ③check entrapment/safety ≤5min; ④announce ≤10min; ⑤if quick, check rooms/PMS/lock/CCTV/panel/internet; ⑥if extended, escalate BU, coordinate PLN/vendor.
B Elevator: ①comms & notify GM; ②GM to scene, BU; ③confirm lift/floor/count ≤5min; ④stop lift, secure, vendor ≤5min; ⑤FO reassure every 2–3min, no forcing door; ⑥medical → ambulance after GM; ⑦after release: water/seat/medical; out of service until vendor.
C Water: ①record; ②check tank/pump/valve/pressure/leak ≤10min; ③confirm rooms/toilet/kitchen/BOH ≤10min; ④limited → repair/isolate, update affected; ⑤major → response/comms/estimate/water; ⑥extended → BU, bottled/tanker/room move/facility.
B Elevator: ①comms & notify GM; ②GM to scene, BU; ③confirm lift/floor/count ≤5min; ④stop lift, secure, vendor ≤5min; ⑤FO reassure every 2–3min, no forcing door; ⑥medical → ambulance after GM; ⑦after release: water/seat/medical; out of service until vendor.
C Water: ①record; ②check tank/pump/valve/pressure/leak ≤10min; ③confirm rooms/toilet/kitchen/BOH ≤10min; ④limited → repair/isolate, update affected; ⑤major → response/comms/estimate/water; ⑥extended → BU, bottled/tanker/room move/facility.
A Listrik: ②cek panel/genset ≤5 menit; ④umumkan ≤10 menit; ⑥panjang → BU, PLN/vendor.
B Lift: ①jaga komunikasi, lapor GM; ③konfirmasi ≤5 menit; ⑤FO tiap 2–3 menit; ⑦setelah bebas: air/kursi/medis; lift mati sampai vendor.
C Air: ②cek tandon/pompa ≤10 menit; ⑤besar → komunikasi, air; ⑥panjang → BU, air botol/tangki.
B Lift: ①jaga komunikasi, lapor GM; ③konfirmasi ≤5 menit; ⑤FO tiap 2–3 menit; ⑦setelah bebas: air/kursi/medis; lift mati sampai vendor.
C Air: ②cek tandon/pompa ≤10 menit; ⑤besar → komunikasi, air; ⑥panjang → BU, air botol/tangki.
话术 / Scripts
停电：尊敬的客人，酒店目前出现临时电力中断，工程团队正在排查并尽快恢复，请保持冷静、避免使用电梯、听从工作人员指引。
停水：尊敬的客人，酒店目前出现临时供水中断，团队正在排查并即将提供更新，如需紧急协助或饮用水请联系前台。
电梯困人：尊敬的客人请保持冷静，我们的团队已知晓、救援正在途中，请勿强行开门或自行外出，如有人不适请告知。
停水：尊敬的客人，酒店目前出现临时供水中断，团队正在排查并即将提供更新，如需紧急协助或饮用水请联系前台。
电梯困人：尊敬的客人请保持冷静，我们的团队已知晓、救援正在途中，请勿强行开门或自行外出，如有人不适请告知。
Power: Dear guests, temporary power interruption; Engineering is checking & restoring. Please remain calm, avoid elevators, follow staff.
Water: Dear guests, temporary water disruption; team is checking & will update. For urgent assistance or drinking water, contact Front Desk.
Elevator: Dear guest, please remain calm; team is aware & assistance is on the way. Do not force the door or exit. Let us know if anyone needs medical help.
Water: Dear guests, temporary water disruption; team is checking & will update. For urgent assistance or drinking water, contact Front Desk.
Elevator: Dear guest, please remain calm; team is aware & assistance is on the way. Do not force the door or exit. Let us know if anyone needs medical help.
Listrik: Bapak/Ibu, gangguan listrik sementara. Tim cek & pulihkan. Mohon tenang, hindari lift.
Air: Bapak/Ibu, gangguan air sementara. Tim cek & akan info. Untuk bantuan/air minum hubungi Front Desk.
Lift: Bapak/Ibu, mohon tenang. Tim sudah tahu & bantuan datang. Jangan paksa pintu.
Air: Bapak/Ibu, gangguan air sementara. Tim cek & akan info. Untuk bantuan/air minum hubungi Front Desk.
Lift: Bapak/Ibu, mohon tenang. Tim sudah tahu & bantuan datang. Jangan paksa pintu.
关键规则：凡影响安全或运营的公用设施事件须立即通知GM；电梯困人始终生命安全优先；FO须冷静定期沟通；电梯困人释放后须经供应商放行方可再用；当日报告+48小时RCA。
2.2 安保岗位 SOP（SEC 系列）
2.2.1 · SEC-01
施工方管理 / Handling Contractor
目的：确保承包商按安全要求作业，避免损坏/伤害。程序：开工前在员工入口以工作许可证登记；以KTP/SIM换承包商证件与背心全程佩戴；共同填写损坏检查清单并签字；新损坏从押金扣，无损坏退还；不达标（人字拖/短裤）禁作业；2米以上高空须安全带；自备PPE；禁烟/食/饮/睡；安保有权停工；酒店对承包商工伤不负责。
Objective: Contractor work complies with safety. Procedure: register with Work Permit at employee entrance; exchange ID for Contractor Card+vest, worn always; joint damage checklist signed; new damage deducted from deposit, none = refund; non-compliant attire barred; >2m height needs harness; self PPE; no smoking/eating/drinking/sleeping; security may halt work; hotel not liable for contractor accidents.
Tujuan: Kontraktor patuh keselamatan. Prosedur: daftar surat izin; tukar KTP dengan kartu & rompi; daftar kerusakan bersama; kerusakan baru dipotong deposit; >2m sabuk pengaman; APD sendiri; dilarang merokok/makan; sekuriti boleh hentikan.
2.2.2 · SEC-02
考勤岗位 / Pos Time Keeper
目的：考勤岗履职；酒店财物未经授权不得外带。程序：员工与供应商物品进出均检查；检查前先问候；公平礼貌；请本人开包；可疑物品暂留报SQM/GM；兼职禁带贵重物品；访客需员工确认且押证件换牌（遗失罚5万印尼盾）；外带酒店财物须部门负责人签字出门单并GM批准；BOH门5:00–1:00开、1:00–5:00锁；异常报SQM/GM。
Objective: Timekeeper duty; no unauthorized property removal. Procedure: inspect belongings in/out; greet first; fair & polite; person opens own bag; detain suspicious, report SQM/GM; part-timers no valuables; visitors need employee confirmation & ID-for-badge (lost IDR 50,000); outgoing property needs dept-head form + GM approval; BOH door open 5:00–1:00, locked 1:00–5:00; report anomalies.
Tujuan: Properti tak boleh keluar tanpa izin. Prosedur: periksa tas; sapa dulu; tas dibuka sendiri; pengunjung tukar KTP dengan badge (hilang Rp50.000); form keluar ditandatangani kepala departemen & GM; pintu BOH 5:00–1:00 buka.
2.2.3 · SEC/ENG-03
外围周界职责 / Outside Perimeter
目的：客人进入时安全妥善，良好第一印象。程序：礼貌问候；大堂停车预留VIP，满则B1；协助出行；查车牌车况记录；协助叫出租车记录车身号；通知前台行李备手推车；拒检报主管；枪支/利器/毒品立即报SQM/GM；禁带宠物或榴莲等异味水果；暴雨强风将金属探测门与立牌移入大堂，天气好转公区清洁后复位。
Objective: Safe arrival & good first impression. Procedure: greet; reserve lobby parking for VIP, B1 if full; assist exit; check plate/condition, record; assist taxi & log body number; notify FO for luggage trolley; report baggage refusal to supervisor; firearms/sharps/narcotics → SQM/GM; no pets/durian/pungent fruit; move metal detector & signage inside during heavy rain, reinstall after cleaning.
Tujuan: Kedatangan aman & kesan baik. Prosedur: sapa; parkir VIP, penuh ke B1; cek plat; bantu taksi; larang hewan/durian; hujan deras pindahkan deteksi logam ke dalam.
2.2.4 · SEC/ENG-04
监控中心岗位 / Pos CCTV
程序：CCTV室受限仅安保可入，他人须经SQM批准；回放须填授权表经GM/SQM签字；监控所有活动异常即报安保主管并记日志；确保摄像头正常全覆盖；团队入住/退房聚焦大堂/客梯/员工区指定NVR；能处置报警与电梯对讲；技术问题报工程/IT并开工单；室内禁烟食睡；违者书面警告。
Procedure: CCTV room restricted, security only, others need SQM approval; playback needs authorization form signed GM/SQM; monitor all activity, report unusual & log; ensure cameras functional & full coverage; during crew check-in/out focus lobby/guest elevators/staff areas, assign NVRs; handle alarms & lift intercom; technical → Engineering/IT + work order; no smoking/eating/sleeping; violation = written warning.
Prosedur: Ruang CCTV terbatas, hanya sekuriti; playback butuh form GM/SQM; pantau semua; pastikan kamera berfungsi; fokus lobby/lift saat grup; tangani alarm & interkom lift; dilarang merokok/makan/tidur.
2.2.5 · SEC-05
地震应急 / Earthquake
程序：冷静、远离玻璃窗与高大家具；勿用电梯或应急楼梯，原地候震动停；躲坚固桌下或门框、蹲墙角；手或厚物护头；震动停止走应急楼梯至集合点（大堂前）；等ERT与消防/警察检查；建筑安全则SQM报GM，GM/SQM通知重返；勿用火柴蜡烛、勿开电气燃气；不传谣；备饮用水；ERT与CCTV立即启动地震广播并监控所有电梯，困梯通过对讲安抚；地下室引导停车；1–12层巡查助老幼；震后复检电梯无困人、楼顶到地下室全面检查、广播、医疗伤者、稳定后协助返房。
Procedure: calm, away from glass/tall furniture; no lifts/emergency stairs, wait until shaking stops; shelter under sturdy table/doorway, crouch by wall; protect head; after shaking use emergency stairs to assembly (front of lobby); await ERT/fire/police; if safe SQM reports GM, GM/SQM informs return; no matches/candles/electrical/gas; no rumors; prepare water; ERT+CCTV activate announcement, monitor all lifts, reassure via intercom; basement staff stop vehicles; floors 1–12 assist elderly/children; post-quake recheck lifts, full inspection rooftop to basement, PA, medical, assist return.
Prosedur: Tenang, jauhi kaca; jangan lift; berlindung di bawah meja; lindungi kepala; keluar via tangga darurat ke titik kumpul; ERT aktifkan pengumuman & pantau lift; bantu lansia; setelah gempa cek lift & seluruh gedung.
2.2.6 · SEC-06
更衣室/卫生间使用 / Locker & Restroom
目的：规范客用卫生间使用保持清洁。程序：客卫仅供住客；员工禁用，管理层与夜班除外；员工用更衣室或BOH卫生间；获准者保持清洁，损坏/卫生问题即报HK公区；违者正式警告信。
Objective: Regulate guest toilet use. Procedure: guest toilets for guests only; employees prohibited except managerial & night shift; staff use locker rooms/BOH toilets; authorized users keep clean, report damage to HK Public Area; violation = formal warning.
Tujuan: Atur toilet tamu. Prosedur: toilet tamu untuk tamu; karyawan dilarang kecuali manajerial & shift malam; pakai toilet locker/BOH; jaga bersih, lapor HK; pelanggaran = surat peringatan.
2.2.7 · SEC-07
醉酒客人处置 / Intoxicated Guest
目的：及时妥善处置醉酒客人，尊重关怀保护。程序：①不能自制：轮椅，知房号送回，不知则指定区域监管，非住客问去向或叫车，报SQM/GM/MOD记日志；②口出恶语：带僻静处不应答，知房号送回，不知则等候恢复，非住客问去向或叫车；③攻击他人：带僻静处安抚，仍暴力则必要措施防伤害，报SQM/GM/MOD记日志，与CBC安保协调；④拒买单：FB报厨师长与SQM，暂停后续下单，礼貌请买单/问房号/查挂房账，无果填"未结账见证表"交前台，安保护送离场，非住客报安保调查，护送至G层后台，报RGM/GM/SQM/MOD；⑤外车到达：查车牌、问上车点、确认无遗漏、与SQM确认是否住客，前台不熟则核身份（与司机同行），物品详记见证签字、视频记录。
Objective: Handle intoxicated guests promptly with respect. Procedure: ①uncontrolled: wheelchair, to room if known, else designated area, non-guest ask/taxi, report & log; ②offensive language: quiet area, don't engage, to room if known, else wait, non-guest ask/taxi; ③aggressive: move away, calm, restrain if violent, report & log, coordinate CBC; ④refuses bill: FB reports Senior Cook/SQM, stop orders, request payment/room no/charge, else Outstanding Bill Witness Form to FO, security escort out, non-guest → investigation, escort to GF back office, report RGM/GM/SQM/MOD; ⑤arrives by taxi: check plate, boarding point, no left items, confirm with SQM if guest, verify identity with driver, log belongings with witness signatures & video.
Tujuan: Tangani tamu mabuk dengan hormat. Prosedur: ①roda kursi, ke kamar jika tahu; ②tempat sepi; ③tenangkan, jika kerasa tindakan; ④tagihan: form saksi, eskor; ⑤cek taksi & identitas, video.
2.2.8 · SEC-08
酒店巡逻区域 / Hotel Patrol Area
目的：巡逻符合安全标准。程序：检查监控室内外及办公区；彻底检查；可疑报主管；查各区域灭火器(APAR)与消火栓箱及走廊设施；查应急出口门/楼梯照明/清洁；记录损坏报上级；客房门未关立即报飞书/WhatsApp群跟进SQM/值班经理并等候指示；DND房纳入巡逻报告；火警立即按CCTV指示位置核查，前5分钟关键可用APAR灭火；走廊遇醉酒客人立即处置并报MOD/SQM防扰他人；一切报SQM/GM跟进RGM。
Objective: Patrol meets safety standards. Procedure: inspect indoor/outdoor/office; thorough; report suspicious; check APAR/hydrant box & corridor amenities; check emergency exits/stairwell lighting/cleanliness; record damage & report; open guest-room door → report to Feishu/WhatsApp group, follow SQM/Duty Manager & await; include DND in patrol report; fire alarm → check location per CCTV, first 5 min critical, use APAR; intoxicated guest in corridor → handle & report MOD/SQM; report all to SQM/GM → RGM.
Prosedur: cek dalam/luar/kantor; cek APAR/hydran; pintu kamar terbuka → lapor grup Feishu/WhatsApp; DND dicatat; alarm → cek 5 menit pertama; tamu mabuk → lapor MOD/SQM.
2.2.9 · SEC-09
炸弹威胁 / Bomb Threat
程序：接电后出示并填写炸弹威胁表；冷静、不告知客人；立即报SQM/GM/MOD；SQM报GM与RGM；成立ERT搜查；联系安保；无可疑报SQM/GM；发现并确认炸弹则安保工程立即隔离，工程报SQM/GM，SQM/GM指示ERT疏散，联系警察拆弹组(Gegana)与Bhabinkamtibmas；按GM指示疏散，打印携带客人与员工名单及应急联系；防止接近可疑区域，确保集合区无可疑物。通话记录：日期/时间/时长/员工名/酒店名/来电特征/问题(姓名/何时爆炸/位置/外观/原因)/性别年龄/口音/语言掌握/语速语调/背景噪音。可疑包裹：位置异常/来源不明/不在常位/外观异常；成对搜索、分区（地面/肩部/肩上/天花板）、查垃圾箱/柜后/帘后/桌下/灌木。搜索区：BOH各办公室/LVMDP/发电机房/服务器B1/脏布草/总仓/厨房/厕所/卸货区/垃圾区/GM办/食堂/工程室；大堂/前台/礼宾/后台/行李房/抽屉/垃圾箱；2–12楼企业办/湿茶水间/厕所/垃圾/应急楼梯/楼顶/配电室。
Procedure: on call show & complete bomb-threat form; calm, don't inform guests; report SQM/GM/MOD; SQM reports GM/RGM; form ERT to search; contact security; nothing → inform SQM/GM; confirmed bomb → S&E isolate, Engineering reports SQM/GM, SQM/GM orders evacuation, contact police Bomb Disposal (Gegana) & Bhabinkamtibmas; evacuate per GM, carry guest/staff list & emergency contacts; prevent approach, ensure assembly clear. Record: date/time/duration/staff/hotel/caller traits/questions (name/when/where/look/why)/gender-age/accent/language/speed-tone/background. Suspicious package: out of place/unknown/wrong location/unusual; search in pairs by level (floor/shoulder/above/ceiling), check bins/cupboards/curtains/under tables/bushes. Search areas: BOH offices/LVMDP/genset/server B1/dirty linen/store/kitchen/toilet/loading dock/garbage/GM office/canteen/engineering; lobby/reception/concierge/back office/luggage/drawers/bins; floors 2–12 corporate office/wet pantry/toilet/bins/emergency stairs/rooftop/panel rooms.
Prosedur: Isi form ancaman bom; tenang, jangan beritahu tamu; lapor SQM/GM/MOD; bentuk ERT cari; jika bom dikonfirmasi → isolasi, evakuasi, hubungi Gegana & Bhabinkamtibmas; bawa daftar tamu/staf. Catat ciri penelepon. Cari berpasangan per tingkat.
2.2.10 · SEC-10
紧急医疗救护 / Emergency Medical
目的：客人或员工突发疾病时正确响应，送医前妥善照料。客人：备轮椅/急救箱按病情急救（须持证受训）；联系家属或活动PIC；病情未改善经家属/PIC同意送最近医院，家属联系不上则安保陪同至家属到；工程协调FO与礼宾安排交通；客人在送医前去世立即通知SQM/MOD/GM。员工：不能行走则备轮椅/担架送BOH急救；呼吸困难或晕眩给氧；病情未改善送最近医院；联系家属；报SQM并确保GM知情。路线：经B1、避经大堂；车辆停B1以免引起注意。
Objective: Respond properly to illness; attend before hospital. Guest: wheelchair + first-aid kit, first aid by certified staff; contact family/event PIC; if not improving, with consent to nearest hospital, if family unreachable security accompanies; Engineering coordinates FO/concierge transport; if guest dies before hospital notify SQM/MOD/GM. Employee: wheelchair/stretcher to BOH first aid; oxygen if breathless/dizzy; to hospital if not improving; contact family; report SQM & ensure GM informed. Route: via B1, avoid lobby; park B1 to avoid attention.
Tujuan: Respons sakit mendadak; rawat sebelum RS. Tamu: kursi roda + P3K bersertifikat; keluarga/PIC; ke RS terdekat; jika meninggal lapor SQM/MOD/GM. Karyawan: ke BOH, oksigen, ke RS, keluarga. Rute: via B1, hindari lobby.
2.3 施工与安保 SOP
2.3.1
施工登记与入场规范 / Construction Site Rules
登记表：日期/姓名/签到时间/签名/签出时间/签名。13条入场规则：①进场须戴安全帽/安全鞋/防护手套等PPE；②进施工区前完成安全教育并签到；③严禁携带易燃易爆或违禁物品；④严格遵守施工区域划分不得进入非施工区；⑤电气设备须由持证人员操作禁私拉电线；⑥高空作业系安全带脚手架检验合格后使用；⑦保持通道畅通材料堆放整齐不堵消防通道；⑧禁酒后作业/打闹/吸烟文明施工不影响客人；⑨爱护酒店设施损坏立即报告并担责；⑩熟悉消防通道与紧急集合点；⑪发生事故立即报告负责人不得隐瞒配合工程应急处置；⑫噪音施工限时垃圾及时清理分类；⑬禁止随地乱倒施工废料或污染环境。
Log: date/name/sign-in time/signature/sign-out time/signature. 13 site rules: ①wear helmet/shoes/gloves PPE; ②safety induction & sign-in; ③no flammable/explosive/contraband; ④stay within construction zone; ⑤electrical by certified staff, no unauthorized wiring; ⑥height work harness, scaffolding inspected; ⑦keep access clear, materials neat, no blocking fire routes; ⑧no alcohol/horseplay/smoking, civil work; ⑨protect property, report & bear damage; ⑩know fire routes & assembly; ⑪report accidents, no concealment, cooperate; ⑫noise within time limits, waste sorted; ⑬no dumping/pollution.
Log: tanggal/nama/jam masuk/tanda tangan/jam keluar. 13 aturan: ①APD (helm/sepatu/sarung tangan); ②safety induction & registrasi; ③dilarang bahan mudah terbakar; ④patuhi zona; ⑤listrik bersertifikat; ⑥sabuk pengaman di ketinggian; ⑦jalur evakuasi bebas; ⑧dilarang alkohol/merokok; ⑩kenali jalur & titik kumpul; ⑪lapor kecelakaan; ⑫kebisingan terbatas, sampah dipilah; ⑬dilarang buang limbah sembarangan.
2.3.2
楼顶通道管理 / Roof Top Access
目的：楼顶受限，须经工程许可并定期监控检查。程序：无特定理由员工禁入；其他部门楼顶作业须报风险安全团队获批；风险安全团队用日志本记录所有进入人员；第三方使用（拍摄/摄影）须管理层正式批准函，工程陪同；外部维保（如电梯）须工程陪同；清洁由工程/HK负责；缺陷报值班经理（经钉钉），重大缺陷含安全与酒店外立面LOGO由值班经理处置并报GM或运营总监。
Objective: Rooftop restricted, engineering permission & regular checks. Procedure: no entry without reason; other departments need risk & safety team approval; logbook tracks all access; third-party use (filming/photo) needs formal management approval, engineering escort; external maintenance (e.g. lift) engineering escort; cleaning by engineering/HK; defects reported to Duty Manager via DingTalk; major defects incl. safety & facade logo handled by Duty Manager & reported to GM/Operations Director.
Tujuan: Atap terbatas, izin engineering. Prosedur: tanpa alasan dilarang; departemen lain butuh persetujuan risk & safety; logbook; pihak ketiga butuh surat & pendamping; cek via DingTalk; defect besar lapor GM/OD.
2.3.3
钥匙管理 / Key Management
要点：规范客房钥匙发放、保管、归还与遗失处理流程，防止未授权进入；遗失钥匙须填调查时序表，还原时间线、查CCTV、评估安全风险并必要时换锁。相关：SOP - Key Management、Investigation Chronology - Lost Key Investigation。（遗失与破损表/L&B 已移至 03_AARRR会员发展）
Key: standardize room key issuance, custody, return & lost-key handling to prevent unauthorized entry; lost-key investigation chronology reconstructs timeline, checks CCTV, assesses security risk & rekeys if needed. Related: SOP - Key Management, Investigation Chronology - Lost Key Investigation. (Lost & Breakage / L&B Form moved to 03_AARRR.)
Inti: standardisasi penerbitan, penyimpanan, pengembalian, kunci hilang; investigasi cek CCTV, ganti kunci bila perlu. (L&B dipindah ke 03_AARRR.)
2.3.4
吊篮安全检查与测试 / GONDOLA Safety Check
要点：外墙维护吊篮使用前须安全检查与测试并出具报告，确保高空作业人员安全；属人身安全（高空/坠落防护）范畴，与施工方管理、楼顶通道管理联动。
Key: Facade-maintenance gondola must be safety-checked & tested before use with a report, ensuring worker safety at height; falls under personal safety (height/fall protection), linked to contractor & rooftop-access management.
Inti: Gondola fasad wajib diperiksa & diuji sebelum dipakai dengan laporan, menjamin keselamatan kerja di ketinggian; terkait manajemen kontraktor & atap.
2.4 人身安全标准（38项之 1–4 重大事件）
| # | 标准点 | 中文要求与做法 | English | Indonesia | 可操作 | 优先级 |
|---|---|---|---|---|---|---|
| 1 | 重大事件定义 | 凡影响运营/品牌/形象/法律/客人或员工安全的事件须按重大事件处理；编制分类清单并培训主管 | Any event impacting operation/brand/legal/safety = major incident; classification list & train supervisors | Insiden berdampak besar; daftar & latih supervisor | 立即 | 高 |
| 2 | 响应原则 | 按严重度激活响应级别：L1酒店处理、L2通知GM+业主、L3集团升级 | Activate level by severity: L1 hotel, L2 GM+owner, L3 group | Level respons: L1/L2/L3 | 立即 | 高 |
| 3 | 应急响应团队 | GM为第一责任人；缺岗时预授权核心管理层立即接指挥；含安全/外联/HR/部门负责人 | GM first responsible; pre-authorized core member takes command; incl. safety/comms/HR/dept heads | GM penanggung jawab; ERT | 立即 | 高 |
| 4 | 事件报告与跟进 | 全流程：判定→报告→处置→跟踪→风险监控→影响评估→问责→纠正→改进→根因→复盘 | Full flow: judge→report→handle→track→monitor→evaluate→accountability→correct→improve→RCA→review | Alur lengkap insiden | 立即 | 高 |
事件分类 / Event Classification
| 类别 | 中文 | English | Indonesia |
|---|---|---|---|
| 自然灾害 | 气象/地震/地质等灾害致酒店直接经济损失 | Meteorological/earthquake/geological causing direct loss | Bencana alam menyebabkan kerugian |
| 事故灾难 | 火灾/设备故障/能源中断，或对社区/客人造成不良影响 | Fire/equipment/energy outage; adverse community/guest impact | Kebakaran/gangguan peralatan |
| 公共卫生事件 | 传染病暴发、食品安全；群体食物中毒；因管理不善被政府处罚 | Infectious disease/food safety; group poisoning; government penalty | Wabah/keracunan; sanksi |
| 社会安全事件 | 恐怖袭击/经济安全/涉外突发事件；涉品牌/社会影响/员工管理的刑事或重大治安事件 | Terrorism/economic/foreign-related; criminal/major security involving brand/impact/staff | Terorisme/keamanan; kriminal |
| 安全事件 | 客人/员工意外伤亡及未列上述的紧急事件；群体投诉；严重侵权；送医；中高层严重违纪；盗抢立案；劳动争议等 | Guest/staff accidental casualty & other emergencies; group complaints; rights violation; hospitalization; disciplinary; theft; labor dispute | Kecelakaan/korban; kelompok keluhan |
🍽️ 食品安全 3. 食品安全 / Food Safety / Keamanan Pangan
含：SOP 03 食物中毒/食品安全事件、早餐剩余处理矩阵、F&B/厨房库存、食品安全标准(16–31)。
3.1 · SOP 03
食物中毒 / 食品安全事件 · Food Poisoning / Food Safety
目的：对疑似食物中毒或食品安全投诉立即照护客人、控制供餐、保全证据、清晰记录、妥善升级与纠正。范围：所有餐饮服务、早餐、厨房、茶水间、食品操作人员、供应商及任何与酒店所食食品相关的客人投诉。SLA：投诉警报立即；记录症状≤10分钟；停止供应疑似食品≤5分钟；启动食品安全即时表≤10分钟；证据保全≤15分钟；初步记录核查≤30分钟；BU≤30分钟；RCA≤48小时。
Purpose: Immediate guest care, food-service control, evidence preservation, documentation, escalation, corrective action for suspected food poisoning/food-safety complaints. Scope: all F&B, breakfast, kitchen, pantry, food handlers, suppliers, any complaint on hotel food. SLA: alert immediate; symptoms ≤10min; stop suspected food ≤5min; immediate form ≤10min; evidence ≤15min; record check ≤30min; BU ≤30min; RCA ≤48h.
Tujuan: Perawatan segera, kendali layanan, bukti, dokumen, eskalasi, koreksi. SLA: hentikan sajian ≤5 menit; bukti ≤15 menit; RCA ≤48 jam.
部门职责 / Roles
| 角色 | 中文 | English | Indonesia |
|---|---|---|---|
| GM/MOD | 领导食安响应，决定升级，批准外部政府联系，更新BU/钉钉，控沟通 | Lead response, escalation, approve authority contact, BU/Dingtalk, comms control | Pimpin respons, BU, komunikasi |
| 前厅FO | 接收投诉，记录症状与所食食品，照护客人，备资料，协助沟通 | Receive complaint, record symptoms/food, guest care, profile, comms | Catat keluhan, rawat tamu |
| FB/厨房PIC | 立即停止疑似食品，填写即时表，保全食品/样品/配料/标签，查记录 | Stop suspected food, immediate form, preserve food/sample/ingredients/labels, check records | Hentikan, form, simpan bukti |
| 安保&工程 | 保全CCTV，支持区域隔离，查公用设施相关条件 | Preserve CCTV, area isolation, check utility conditions | CCTV, isolasi area |
| 客房HK | 照护客人，房间隐私，证据保全/批准后才清洁 | Guest care, room privacy, clean only after evidence/approval | Rawat tamu, privasi |
| 营销/PR | 监控评价/社媒，截证据，协调批准响应 | Monitor reviews/social, capture evidence, approved response | Pantau ulasan, bukti |
| BU法务/财务/保险 | 支持重大索赔、赔偿、政府检查、保险、法律风险 | Major claim, compensation, authority inspection, insurance, legal | Klaim, kompensasi, asuransi |
处置流程 / Procedure
A 即时客人与厨房响应：①警报MOD/GM/ERT；②照护客人，必要时与公区隔离；③10分钟内记录姓名/房号/联系/症状/时间/所食食品；④5分钟内停止供应疑似食品；⑤10分钟内厨房PIC填写食品安全事件即时表。
B 证据保全与记录核查：①15分钟内保全疑似食品/配料/样品/包装/标签；②未经GM批准不得处置/复热/重贴标/清扫/移除证据；③30分钟内核查温度记录/供应商记录/效期开封标签/制备时间/员工健康/清洁/虫控；④保全CCTV/照片/证人陈述。
C 升级与闭环：①多人或严重症状按重大事件升级；②30分钟内更新BU/钉钉；③协调BU法务/财务/保险；④按GM指示联系当地卫生/医疗机构；⑤48小时内完成食品安全报告、RCA、纠正与再培训。
B 证据保全与记录核查：①15分钟内保全疑似食品/配料/样品/包装/标签；②未经GM批准不得处置/复热/重贴标/清扫/移除证据；③30分钟内核查温度记录/供应商记录/效期开封标签/制备时间/员工健康/清洁/虫控；④保全CCTV/照片/证人陈述。
C 升级与闭环：①多人或严重症状按重大事件升级；②30分钟内更新BU/钉钉；③协调BU法务/财务/保险；④按GM指示联系当地卫生/医疗机构；⑤48小时内完成食品安全报告、RCA、纠正与再培训。
A Immediate: ①alert MOD/GM/ERT; ②guest care, isolate if needed; ③record name/room/contact/symptoms/time/food ≤10min; ④stop suspected food ≤5min; ⑤Kitchen PIC immediate form ≤10min.
B Evidence & Records: ①preserve food/ingredients/sample/packaging/labels ≤15min; ②no dispose/reheat/relabel/clean/remove without GM; ③check temp/supplier/expiry/prep time/staff health/cleaning/pest ≤30min; ④CCTV/photo/witness ≤30min.
C Escalation & Closure: ①multiple/serious → major incident; ②update BU/Dingtalk ≤30min; ③Legal/Finance/Insurance; ④health authority per GM; ⑤48h report, RCA, corrective, retraining.
B Evidence & Records: ①preserve food/ingredients/sample/packaging/labels ≤15min; ②no dispose/reheat/relabel/clean/remove without GM; ③check temp/supplier/expiry/prep time/staff health/cleaning/pest ≤30min; ④CCTV/photo/witness ≤30min.
C Escalation & Closure: ①multiple/serious → major incident; ②update BU/Dingtalk ≤30min; ③Legal/Finance/Insurance; ④health authority per GM; ⑤48h report, RCA, corrective, retraining.
A: ①kabari; ②rawat; ③catat ≤10 menit; ④hentikan ≤5 menit; ⑤form ≤10 menit.
B: ①simpan ≤15 menit; ②tanpa GM dilarang; ③cek ≤30 menit; ④CCTV ≤30 menit.
C: ②BU ≤30 menit; ④otoritas per GM; ⑤48h RCA.
B: ①simpan ≤15 menit; ②tanpa GM dilarang; ③cek ≤30 menit; ④CCTV ≤30 menit.
C: ②BU ≤30 menit; ④otoritas per GM; ⑤48h RCA.
话术 / Scripts
客人关怀：很抱歉您身体不适，我们的团队将立即协助并仔细记录细节以便复盘。是否需要我们协助联系医疗支持？
食品安全声明：我们已关注此事并正仔细复核，客人健康是我们的优先。我们正保全所有相关记录并将在必要时与相关方协调。
食品安全声明：我们已关注此事并正仔细复核，客人健康是我们的优先。我们正保全所有相关记录并将在必要时与相关方协调。
Guest Care: We are sorry to hear you are feeling unwell. Our team will assist immediately and record the details carefully. Would you like us to assist with medical support?
Holding Statement: We are aware of the concern and reviewing the matter carefully. Guest wellbeing is our priority. We are preserving all relevant records and will coordinate where required.
Holding Statement: We are aware of the concern and reviewing the matter carefully. Guest wellbeing is our priority. We are preserving all relevant records and will coordinate where required.
Perawatan: Kami minta maaf Anda tidak sehat. Tim akan segera membantu & mencatat. Perlukan medis?
Pernyataan: Kami menyadari & meninjau cermat. Kesejahteraan tamu prioritas. Kami simpan catatan.
Pernyataan: Kami menyadari & meninjau cermat. Kesejahteraan tamu prioritas. Kami simpan catatan.
表单：Form1食品安全事件即时表（客人/症状/所食/疑似食品/停止时间/PIC/GM通知/留样/温度/供应商/健康/清洁虫控/发现/纠正）、Form2证据采集清单、Form3食安RCA行动日志。
关键规则：厨房/FB PIC须收到投诉后尽快填即时表；疑似食品/配料/包装/标签/样品/记录须保全；未经GM批准不得处置/清扫/重贴标/复热/移除；调查完成前不得认错或公开讨论；当日报告+48小时RCA。
3.2 · 早餐剩余处理矩阵
MODEL J 早餐剩余处理方案 / Breakfast Buffet Food Handling Matrix
目的：确保食品安全、保持质量、减少早餐自助浪费。
Purpose: Ensure food safety, maintain quality, minimize buffet waste.
Tujuan: Menjamin keamanan & kualitas, meminimalkan food waste.
🟢 绿色 可重复使用 / REUSE ALLOWED
未摆放自助台的食物、包装完整食品、未被污染的面包糕点；24小时内、≤4°C 冷藏。
| 食品 | English | Indonesia | 处理 |
|---|---|---|---|
| 早餐谷物/花生酱份装 | Cereal / Peanut Butter Portion | Sereal / Selai Kacang | 客人可用/员工餐 |
| 白面包/全麦/牛角/丹麦酥（未展示） | White/Whole Wheat/Croissant/Danish (not displayed) | Roti/Croissant/Pastry | 厨房再利用 |
| 香肠/培根/点心托盘（未展示） | Sausage/Bacon/Dim Sum Tray (not displayed) | Tray Sosis/Bacon/Dim Sum | 冷藏24h/冷冻 |
🔴 红色 必须丢弃 / MUST DISPOSE
已摆放自助台的热食冷食、已被客人接触的食品、辅料（空气污染风险）。
| 类别 | 中文 | English | Indonesia |
|---|---|---|---|
| 🔥 热食 | 炒蛋/煎蛋/omelette/香肠/培根/炒饭/炒面/粥/点心/蒸菜/意面/煎饼/华夫饼 | Scrambled/Sunny/Omelette/Sausage/Bacon/Fried Rice/Noodles/Congee/Dim Sum/Veg/Pasta/Pancake/Waffle | Telur/Sosis/Bacon/Nasi Goreng/Mie/Bubur/Dim Sum/Pasta/dll |
| 🍲 汤类 | 鸡汤/冬阴功/Soto/玉米汤/鸡肉粥 | Chicken/Tom Yam/Soto/Corn/Bubur Ayam | Sup Ayam/Tom Yam/Soto Jagung/Bubur |
| ❄️ 冷食 | 切块水果/酸奶/牛奶分配器/沙拉吧 | Cut Fruit/Yogurt/Milk Dispenser/Salad Bar | Buah Potong/Yogurt/Dispenser Susu/Salad Bar |
| 🍰 传统糕点 | 椰子球/麻球/椰丝卷/竹筒糕/炸春卷/炸派/蒸糕/地瓜布丁/香蕉糕/蒸米糕 | Klepon/Onde-onde/Dadar Gulung/Lemper/Risoles/Pastel/Putu Ayu/Kue Lumpur/Nagasari/Kue Talam | (同 English 列印尼名) |
| 🧂 辅料 | 黄油/果酱/蜂蜜/糖包/炸洋葱/葱/蒜油/芝麻油/甜辣酱/酱油/鸡丝/煎饺/辣椒酱/切片辣椒 | Butter/Jam/Honey/Sugar/Fried Onion/Leek/Garlic Oil/Sesame Oil/Sweet-Spicy/Soy/Chicken/Dumpling/Sambal/Chilies | Mentega/Selai/Madu/Gula/Bawang/dll |
🟡 黄色 视情况 / CONDITIONAL
| 食品 | English | Indonesia | 处理 |
|---|---|---|---|
| 蒸蛋/千层糕/印尼蕉叶糕 | Boiled Egg / Kue Lapis / Bika Ambon | Telur Rebus / Kue Lapis / Bika Ambon | ✅员工餐 / ❌丢弃 |
⏱️ 保留时间 / Holding Time
| 类别 | 时间 | English | Indonesia |
|---|---|---|---|
| 热食 Hot | 2小时 | 2 hours | 2 Jam |
| 汤&粥 Soup | 2小时 | 2 hours | 2 Jam |
| 切块水果 Fruit | 2小时 | 2 hours | 2 Jam |
| 传统糕点 Cakes | 3小时 | 3 hours | 3 Jam |
| 面包 Bread | 4小时 | 4 hours | 4 Jam |
⚠️ 食品安全规则：必须丢弃：①存储于危险温度区（5°C–60°C）超2小时；②暴露于客人污染；③出现异味/质地/颜色变化；④存储不当。
3.3
F&B 与厨房库存 / F&B & Kitchen Inventory
要点：餐饮与厨房库存表规范食材/饮品/物料的入库、出库、盘点与效期管理，支撑食品安全标准（18 供应商资质、19 验收文件、21 效期控制、22 冷藏温度、25 留样）。链接：F&B INVENTORY、Kitchen_Inventory_Form。
Key: F&B & kitchen inventory forms standardize receiving, issuing, stock-take & expiry management, supporting food-safety standards (18 supplier, 19 receiving, 21 expiry, 22 cold storage, 25 sample). Links: F&B INVENTORY, Kitchen_Inventory_Form.
Inti: Form inventaris F&B & dapur standarisasi penerimaan, pengeluaran, stok opnam & kedaluwarsa, mendukung standar pangan. Link: F&B INVENTORY, Kitchen_Inventory_Form.
3.4 食品安全标准（38项之 16–31）
| # | 标准点 | 中文要求与做法 | English | Indonesia | 可操作 | 优先级 |
|---|---|---|---|---|---|---|
| 16 | 食品安全组织 | GM牵头，含FB/厨师/财务/HR/采购/管事；GM负最终责任；Model J 简化委员会 | GM leads; final responsibility; simplified committee | GM memimpin; komite disederhanakan | 简化结构 | 高 |
| 17 | 食品安全原则 | 预防+可追溯；HACCP风险控制；全员责任；全过程控制；定期审计；持续培训 | Preventive + traceable; HACCP; all-staff; full-process; audit; training | Preventif + traceability; HACCP | 需培训 | 高 |
| 18 | 供应商资质 | 供应商名单/营业执照/资质/检验报告须完整真实有效覆盖全品类 | Supplier list/license/qualification/inspection complete & valid | Dokumen pemasok lengkap & valid | 需采购纪律 | 高 |
| 19 | 验收与送货文件 | 保留送货单/检疫合格证；验收查送货单/效期/包装/温度并记录 | Retain delivery/quarantine; check note/expiry/packaging/temp & record | Simpan dokumen; cek penerimaan | 立即 | 高 |
| 20 | 许可证合规 | 食品经营许可证有效且范围与实际经营品类一致；到期前续展 | Valid license matching actual category; renew before expiry | Izin sesuai operasi; perpanjang | 需法务复核 | 高 |
| 21 | 效期控制 | 不得有过期/变质/胀袋/异味/变色食品；执行FIFO；临期前置 | No expired/spoiled/swollen/smelly; FIFO; near-expiry in front | Tidak kedaluwarsa; FIFO | 立即 | 高 |
| 22 | 冷藏温度 | 按标签温度时间储存；冷藏≤5°C、冷冻≤-18°C；每日两次记录；异常即工程处理 | Store per label; chilled ≤5°C, frozen ≤-18°C; log twice daily | Chiller ≤5°C, freezer ≤-18°C; catat 2x | 立即 | 高 |
| 23 | 储存距离 | 离天花板/冷凝器>30cm、离地>15cm、离墙>5cm；FIFO；避免脏纸箱 | >30cm ceiling, >15cm floor, >5cm wall; FIFO; no dirty cartons | Jarak 30/15/5 cm; FIFO | 需小设备 | 中 |
| 24 | 专间/冷厨 | 专间专用空调独立通风温度≤25°C；含更衣/洗手消毒/净水器；轻早餐避免复杂冷厨 | Special room dedicated AC/ventilation ≤25°C; changing/handwash/purifier; light breakfast avoids complex cold kitchen | Ruangan khusus ≤25°C; AC terpisah | 按需 | 低 |
| 25 | 食品留样 | 百人以上宴会/重要接待须留样；早餐高风险建议留样；≥48h、<5°C、≥125g、完整 | Retain samples for banquet>100/important; breakfast high-risk recommended; ≥48h, <5°C, ≥125g | Sampel ≥48 jam, <5°C, ≥125g | 需留样冰箱 | 中 |
| 26 | 虫害控制 | 厨房无活虫/粪便/咬痕/死虫；查虫控报告资质；用粘虫灯禁电击式 | No live insects/dropping/bite/dead; check pest report; glue light, no electric shock | Dapur bebas hama; lampu lem | 需供应商预算 | 高 |
| 27 | 从业人员健康 | 岗前岗中检查；持健康证；每日查健康/工装/手/指甲/饰物/伤口/传染症状；手有伤口不得直接接触即食食品 | Pre-work/on-duty check; health cert; daily grooming; hand wounds no ready-to-eat contact | Sertifikat kesehatan; cek harian | 立即 | 高 |
| 28 | 交叉污染控制 | 砧板刀具色标不混用；错色板用于熟食致生熟交叉；色标板/刀/布/储物盒；培训FO/HK | Color-coded boards/knives, no mixing; train FO/HK | Board warna; pisau berlabel | 立即 | 高 |
| 29 | 水池分类 | 动物/植物/水产洗涤区分开；工具洗-冲-消；加工与用餐区设洗手池；轻早餐贴清晰标识 | Separate animal/plant/aquatic wash; wash-rinse-disinfect; handwash sinks; label | Bak terpisah; label wastafel | 调整 | 中 |
| 30 | 清洁工具控制 | 禁同一扫把/抹布用于炉灶与地面；色标抹布分区（地面/台面/玻璃/卫生间/食品区） | No same broom/cloth for stove & floor; color-coded cloths per zone | Lap warna per zona | 立即 | 高 |
| 31 | 果蔬清洗 | 正确开拆清洗；化学消毒按稀释与接触时间，再适当冲洗 | Open/clean properly; chemical disinfection per dilution/contact time, then rinse | Cuci benar; desinfeksi sesuai dosis | 需化学品管控 | 中 |
食安可行性行动：建食品供应商与验收文件档、启动温度/效期/虫控记录、HACCP式控制点、色标砧板刀具与抹布、留样≥125g双锁、员工健康证与每日晨检。
🧼 卫生安全 4. 卫生安全 / Hygiene Safety / Kebersihan & Higiene
含：HK 公区清洁/房态/库存/垃圾/自查/VC/用品统计、早餐后餐厅清洁、夜床服务、客房服务员ABC、空调清洗。卫生安全标准主要体现在 HK SOP 与食安标准 27–31（健康/色标/工具/水池/果蔬）。
4.1
早餐后餐厅公区清洁 / Public Area Cleaning After Breakfast（FB）
目的：早餐后由F&B清洁消毒复位餐厅公区。准备：确认客人离场、放湿滑警示牌、备工具（清洁车/中性清洁剂/消毒剂/色标超细布/扫帚/拖把/垃圾袋）。流程：A用餐区—清理残渣、洗涤剂+消毒剂擦拭、清洁椅腿桌下、即时去渍；B自助台前方—擦拭台面、清洁防喷嚏挡板与灯罩、菜单架标签牌、无残渣油渍指纹；C公区设施—门把手/玻璃门/隔断消毒、不锈钢玻璃抛光、查墙面踢脚线；D地面—全面清扫拖地（自助区/出入口/桌下）、全干后撤牌；E垃圾—收集封口丢弃、垃圾桶消毒换袋。复位：标准布局重排桌椅、撤走工具、客人视角终查。主管：签收检查表。注意：仅公区；色标布防交叉污染；损坏/洒漏/缺失即报；安静专业。
Objective: F&B cleans/sanitizes/resets restaurant public area after breakfast. Prep: confirm guests left, wet-floor sign, tools (trolley/detergent/disinfectant/color-coded cloth/broom/mop/bags). Procedure: A dining—clear crumbs, detergent+disinfectant wipe, chairs/under tables, de-stain; B buffet front—counter, sneeze guard/lamp shade, menu/label, no residue; C fixtures—door handle/glass/partition disinfect, polish, walls/skirting; D floor—sweep & mop, dry before removing sign; E trash—collect, seal, dispose, disinfect bin, new liner. Reset: standard layout, remove tools, guest-view walkthrough. Supervisor: sign checklist. Notes: public only; color-coded cloth; report damage; quiet & professional.
Tujuan: F&B membersih & reset area publik restoran setelah sarapan. Alat: troli/deterjen/disinfektan/lap warna. Proses: meja, buffet, fixtures, lantai, sampah. Reset: susun standar. SPV: tanda tangan checklist. Catatan: area publik saja; lap warna; lapor kerusakan.
4.2
客房例行公区清洁（含服务梯厅）/ Routine Public Area Cleaning（HK）
范围：分配楼层客走廊/客梯厅/服务梯厅/楼梯/杂项公区与BOH。流程：A垃圾清运（强制第一步）—收集走廊/梯厅/楼梯垃圾，查服务梯角/消防水带柜/HK杂物间后，扎袋丢弃换袋，不得暂存走廊梯厅；B地毯走廊—吸尘（含边缘）、去渍、理毛、报破损；C客梯厅—吸尘/拖地、消毒梯门/呼梯按钮/门框、不锈钢清洁；D服务梯厅—清扫拖地、清垃圾/纸箱/布草屑、清洁梯门门框、即报油渍漏水；E楼梯—扫拖、清洁扶手墙面、干燥无隐患；F杂项—墙板除尘去渍报剥落、消防器材仅外部清洁（不得开启）、标识门框去指纹、踢脚线角落天花板去尘除蛛网。安全：禁用未批准液体、放警示牌、不阻塞通道、即报隐患。记录：每日楼层与公区检查表。主管：签收。
Scope: assigned floor corridor/guest lift lobby/service lift lobby/staircase/misc public & BOH. Procedure: A trash removal (mandatory first)—collect corridor/lobby/staircase, check service-lift corners/hose cabinets/HK closets, tie & dispose, replace liner, no staging in corridors; B carpeted corridor—vacuum (edges), spot-clean, groom, report damage; C guest lift lobby—vacuum/mop, disinfect doors/buttons/frames, stainless; D service lift lobby—sweep/mop, remove trash/cartons/linen debris, clean doors/frames, report oil/leak; E staircase—sweep/mop, handrails/walls, dry & safe; F misc—wall panels dust/spot/report peeling, fire equipment external only (don't open), signage/frames de-fingerprint, skirting/corners/ceiling dust & cobwebs. Safety: no unapproved liquid, signage, no blocking, report hazards. Record: daily checklist. Supervisor: sign off.
Ruang: koridor/lobby lift/tangga. Proses: A sampah dulu; B vakum karpet; C lobby lift penumpang; D lobby lift layanan; E tangga; F panel dinding & alat pemadam (luar saja). Catatan: checklist harian; SPV tanda tangan.
4.3
VI 房沟通与 PMS 房态控制 / VI Room Communication & PMS Status（HK）
目的：即时准确报告可查房，允许有限暂存灵活性但不影响PMS控制。规则：RA完成即报VI；暂存非标准仅在操作需要时最多2间，超2间禁止；达2间须先报再进下一间。报房格式严格：单间"909 VI"，两间"908, 809 VI"。PMS：仅系统操作确认（非聊天），HK主管/SQM将房态由VD改VI；仅HK主管/SQM可改VI，RA无权。查房授权：VI后即获查房授权，仅SQM/相关管理层/HK主管/HK leader可查。查后：过→按VC SOP放房；不过→退RA房态仍VI。要点：完成→报告→继续；暂存最多2间。
Objective: Immediate accurate VI reporting with limited holding. Rule: RA reports VI immediately; holding non-standard, max 2 rooms if operational speed needed; >2 prohibited; at 2 must report before next. Format strict: single "909 VI", two "908, 809 VI". PMS: acknowledgment via system action only (not chat); HK Leader/SPV/SQM changes VD→VI; only they may set VI, RA not authorized. Inspection: VI = cleared for inspection; only SQM/manager/SPV/Leader may inspect. Post: pass→VC SOP release; fail→return RA, stays VI. Key: finish→report→move on; max 2 holding.
Tujuan: Lapor VI segera & akurat. Aturan: tahan maksimal 2 kamar. Format "909 VI". PMS: hanya HK Leader/SPV/SQM ubah VD→VI. Inspeksi: hanya SQM/SPV/Leader. Setelah: lulus → VC; gagal → kembali RA.
4.4
客房库存管理 / Housekeeping Inventory Management（HK）
原则：总仓为主库存；移至布草车即视为消耗；所有消耗须准确记录；用于成本与房P&L。布草车：发放须有补货记录（日期/物品/数量/员工）；夜班每次补货须清点记录，不得无记录补货或估算。客人/非客人需求：先从布草车满足；从总仓直取须严格记录并注明理由，未记录取物严禁。消耗工作表（强制）：记物品/数量/日期/来源/用途，计入房成本与P&L。周盘：每周一次实物逐项盘点；差异须调查说明报HK经理，反复差异触发纠正。违规：未记录发放、未登记取物、错记消耗、跳过周盘。
Principles: General Stock = main inventory; trolley = consumed; all consumption recorded; for cost & room P&L. Trolley: issuance recorded (date/item/qty/staff); night shift counts & records every top-up, no unrecorded/estimated. Requests: fulfill from trolley first; direct from General Store strictly recorded with reason; unrecorded removal prohibited. Consumption worksheet (mandatory): item/qty/date/source/purpose → room cost & P&L. Weekly count: physical item-by-item; variance investigated & reported, repeated → corrective. Violations: unrecorded issuance, unlogged removal, wrong consumption, skipped weekly count.
Prinsip: gudang utama; troli = dikonsumsi; catat semua. Troli: top-up dicatat; shift malam hitung tiap top-up. Permintaan: dari troli dulu; dari gudang wajib catat. Worksheet: item/jumlah/tanggal/sumber/tujuan. Mingguan: stok opnam fisik. Pelanggaran: tak catat/salah catat/lewat mingguan.
4.5
房态处理 / Room Status Handling（HK）
原则：FO为房态信息主源；RA不得假设；DND与PMR优先于一切时间规则。12:00前（严格）：无PMR牌则不得敲门/开门/入房查态；房态仅来自FO或PMR牌。DND房：须拍照（仅门牌，含房号与DND）报房务群；未经主管或FO指示不得敲门或入房。PMR房：记入HK状态表，未经指示不得入。12:00后：住客房无DND可敲门通报；客在则礼貌确认是否整理并遵指示、更新状态；客不在则与FO确认无SR后整理。离店房可敲门通报、仔细查态、与FO确认（空房可清/客人物品尚在/客人仍在）。要点：12:00前不查；12:00后条件满足且FO确认才查。
Principles: FO is main source; RA never assumes; DND & PMR override time rules. Before 12:00 (strict): no knock/open/enter without PMR sign; status only from FO or PMR. DND: photograph door signage (room no + DND), report to Room Division group; no knock/entry without Supervisor/FO. PMR: record in HK status sheet, no entry without instruction. After 12:00: occupied without DND may knock & announce; if guest in, politely confirm make-up & follow; if out, confirm no SR with FO then make-up. Departure may knock, check, confirm with FO (vacant clean / belongings / guest still in). Key: before 12:00 don't check; after, check only with conditions & FO confirmation.
Prinsip: FO sumber utama; RA jangan asumsi; DND & PMR prioritaskan. Sebelum 12:00: tanpa PMR dilarang ketuk/buka/masuk; status hanya dari FO/PMR. DND: foto pintu + nomor kamar, lapor grup; tanpa instruksi SPV/FO dilarang. PMR: catat di status sheet. Setelah 12:00: occupied tanpa DND boleh ketuk; tamu ada → konfirmasi; tamu keluar → konfirmasi FO. Inti: sebelum 12:00 jangan cek; setelah 12:00 cek dengan syarat & FO.
4.6
垃圾管理 / Waste Management（HK）
类别：一般/可回收/危险特殊（玻璃/利器/化学品）。收集：客房/公区/BOH；袋须扎口不过满；不得留走廊客区。垃圾房：满则不得硬塞，整齐码放于指定侧区，袋扎口直立不堵通道门人行道；散落即清；满容报主管。运输：用指定垃圾车或桶，禁用客梯；泄漏即清。特殊：利器/碎玻璃包裹标注；湿/餐厨密封速移防臭；化学品按MSDS/工程指引。日常：垃圾房每日清洁无臭无害虫；桶车清洗消毒换袋。规则：不硬塞满房、不乱倒、溢出时整齐码放、安全卫生秩序强制。
Categories: general/recyclable/hazardous (glass/sharps/chemicals). Collection: rooms/public/BOH; bags tied, not overfilled; none in corridors/guest areas. Garbage room: don't force into full room; arrange neatly in designated side area, bags tied upright not blocking; clean spills; inform supervisor at capacity. Transport: designated trolley/bin, no guest lifts; clean leakage. Special: sharps/glass wrapped & marked; wet/food sealed & removed promptly; chemicals per MSDS/Engineering. Daily: garbage room cleaned daily, odor/pest-free; bins/trolleys washed/sanitized/liner. Rules: no forcing, no dumping, arrange overflow neatly, safety/hygiene/order mandatory.
Kategori: umum/daur ulang/bahaya. Sampah: ruang sampah penuh jangan dipaksa; susun rapi di sisi; bungkus tajam; kimia per MSDS; ruang harian bersih/bebas hama.
4.7
客房自查/随机检查/放房控制 / Self & Random Inspection & Room Release（HK）
房态：VD空脏/VI空待查/VC空净/OD住客脏。RA职责：按标准清扫→用检查表自查→通过后将VD改VI；不达标即改并再改VI。主管：每日随机抽检，最低=max(当日清扫房10%, 5间)；优先抽：清扫量最低RA、客诉趋势/重复问题、高风险房（漏水/潮湿/异味历史）；开始查VI房须贴系统备注"检查中-勿分配/勿入住"直至结果定；过则撤备注改VI→VC放房给FO；不过则改回VD由同RA复扫再自查改VI，严重必复查。VIP：Betterwood高等级会员/业主客人/FO管理层VIP名单须主管或经理查后方可放VC。FO关键控制：不得分配或入住VI房，仅可分配VC且无"检查中"备注。记录：每日检查日志含房号/RA/结果/缺陷/纠正/复查；经理复核合规率、重复缺陷、趋势并升级工程。违规：FO入VI房、RA跳过自查、SPV未达抽检量须报经理并辅导。
Status: VD/VI/VC/OD. RA: clean per standard → self-inspect via checklist → VD→VI if pass; correct & re-VI if fail. SPV: daily random inspection, min = max(10% cleaned, 5 rooms); prioritize lowest-output RA, complaint trends, high-risk rooms (leak/humidity/odor); apply system note "Temp. Note (Inspection) – Do Not Assign/Check-in" while inspecting; pass → remove note, VI→VC release; fail → back to VD, same RA reclean & re-VI, re-inspect major. VIP: Betterwood high-tier/owner guests/FO VIP list inspected by SPV/Manager before VC. FO critical: no assign/check-in VI rooms; only VC without inspection note. Records: daily log (room/RA/result/defect/corrective/recheck); manager reviews compliance, repeat defects, trends → Engineering. Violation: FO check-in VI, RA skip self-inspection, SPV under-quota → report & coach.
Status: VD/VI/VC/OD. RA: bersih → self-inspect → VD→VI. SPV: acak min 10% atau 5 kamar; prioritas RA rendah/keluhan/risk; note "Inspection"; lulus → VC; gagal → VD. VIP: SPV/Manager inspeksi sebelum VC. FO: jangan check-in VI. Catatan: log harian.
4.8
客房自查与自评空净 / Room Self-Inspection & Self VC（HK）
目的：标VC前须自查以保洁标准、减返工、提放房率。自查最低项：床铺整齐布草洁净；卫生间干净干燥无异味；用品齐全到位；地面无尘毛发污渍；家具/镜/玻璃/固定件清洁；垃圾清空；灯/电视/空调基本功能；窗帘/窗户/边缘。自评VC：自查通过且达标后按指定方式标VC，房态须如实反映实况；任何项未完成或不达标不得标VC。报主管：标VC后按既定方式告知主管，配合随机抽查/复查。差异：主管或检查组发现VC后问题则退回纠正，RA立即复扫复查；反复差异可能绩效复核。合规：所有房须自查后再标VC，未自查标VC视为违规。
Objective: Self-inspect before VC to maintain standards, reduce rework, raise release rate. Min items: bed/linen; bathroom clean/dry/odor-free; amenities complete; floor dust/hair/stain-free; furniture/mirror/glass/fixtures; trash emptied; lights/TV/AC; curtains/windows/edges. Self VC: after self-inspection passes, mark VC per assigned method; status must reflect actual; no VC if any item incomplete. Report: inform SPV, available for random check. Discrepancy: if found after VC, return for correction, RA reclean & re-inspect; repeated → performance review. Compliance: all rooms self-inspect before VC; marking VC without self-inspection = violation.
Tujuan: Self-inspect sebelum VC. Item: ranjang/kamar mandi/amenities/lantai/furnitur/sampah/AC/gorden. VC: tandai setelah lulus; tak boleh VC jika belum selesai. SPV: beri tahu; siap dicek acak. Pelanggaran: VC tanpa self-inspection.
4.9
用品出库统计 / Worksheet Amenities-Out Recap（HK）
目的：准确记录每房用品与布草用量并在班末汇总。每房记录：每清一房即在工作表记房号/用品用量/布草更换量，即时完成、如实不得后补估算。班末汇总：计算各物品总量与清洁房间数，须基于书面记录。录入报表：将汇总录入官方Excel或飞书表，仅录总量不录明细（日期/员工名/各物品总量）。主管核验：核房间数、物品总量、工作表与系统是否一致，核验后批准留存备审。合规：班末前完成提交，缺失或不全视为未完成班报。
Objective: Accurately record amenities/linen per room & summarize at shift end. Per room: record room no/amenities qty/linen replaced immediately, actual not estimated. Shift end: total per item & rooms cleaned, based on written records. Reporting: input totals to Excel/Feishu sheet (date/staff/per-item totals, no details). SPV verify: room count, item totals, worksheet vs system match; approve & retain for audit. Compliance: submit before shift end; missing/incomplete = unfinished shift report.
Tujuan: Catat amenities/linen per kamar & rekap akhir shift. Per kamar: nomor/jumlah/jenis, segera. Akhir shift: total per item. Input: Excel/Feishu, total saja. SPV: verifikasi & simpan. Kepatuhan: kirim sebelum shift selesai.
4.10
夜床服务 / Turndown Service（HK）
要点：规范夜床服务流程——晚间入房整理床铺、拉窗帘、调灯光、更换/补充毛巾与用品、放置晚安卡/巧克力等，提升入住体验与卫生标准。链接：SOP Turndown Service - Model J Hotel。
Key: Standardize turndown service—evening room touch-up: bed turn-down, curtains drawn, lighting adjusted, towels/amenities replenished, goodnight card/chocolate, enhancing stay experience & hygiene. Link: SOP Turndown Service - Model J Hotel.
Inti: Standarisasi turndown—malam: rapikan ranjang, tirai, lampu, handuk/amenities, kartu selamat malam. Link: SOP Turndown Service.
4.11
客房服务员 ABC 基础 / Room Attendant ABCs（HK）
要点：客房服务员岗位基础培训——清洁流程ABC、布草更换、用品补充、查房标准、安全与卫生要点，作为新员工入门与持续培训依据。链接：Model J Hotel Housekeeping Room Attendant ABCs。
Key: Room attendant foundational training—cleaning ABC, linen change, amenities replenishment, inspection standards, safety & hygiene essentials; onboarding & ongoing training reference. Link: Model J Hotel Housekeeping Room Attendant ABCs.
Inti: Pelatihan dasar pramusaji kamar—ABC pembersihan, linen, amenities, standar inspeksi, keselamatan & higiene. Link: Room Attendant ABCs.
4.12
空调清洗 / AC Cleaning（工程/HK）
要点：客房与公区空调清洗维保——滤网/表冷器/风道定期清洁，保障室内空气品质与卫生安全，防止霉菌与病媒；审计曾指出"空调清洗维护"需关注。视频：AC Cleaning Video.mp4。
Key: AC cleaning & maintenance for rooms/public areas—regular filter/coil/duct cleaning to ensure indoor air quality & hygiene, prevent mold/pest; audit flagged "AC Cleaning Maintenance". Video: AC Cleaning Video.mp4.
Inti: Pembersihan & pemeliharaan AC kamar/area publik—filter/coil/duct periodik untuk kualitas udara & higiene. Video: AC Cleaning Video.mp4.
卫生安全说明：38 项标准母表中卫生相关条目主要体现在食品安全标准的 27（健康证晨检）、28（色标砧板刀具）、29（水池分类）、30（清洁工具色标）、31（果蔬清洗）——这些同时是卫生安全与食品安全的交叉点，已纳入食品安全章节，卫生安全章节以 HK 清洁/查房/垃圾/自查 SOP 为主体。中国标准对标章节会就抹布5色分区、布草RFID、ATP抽检、杯具消毒柜等提出补充建议。
5. 中国先进标准对标分析 / Gap Analysis vs Advanced Chinese Standards / Analisis Kesenjangan vs Standar Tiongkok
以中国星级饭店标准（GB/T 14308《旅游饭店星级的划分与评定》、LB/T 006《星级饭店访查规范》）及锦江/华住/首旅如家等头部集团质量体系为参照，按四大安全逐一审视印尼 Model J 现行标准全文，指出需调整之处。
Benchmarked against China star-rated standards (GB/T 14308, LB/T 006) and leading groups (Jinjiang, Huazhu, BTG Homeinn), reviewing Model J's full standards pillar by pillar (Four Safety).
Dibandingkan dengan standar hotel berbintang Tiongkok (GB/T 14308, LB/T 006) dan grup terkemuka, per pilar Empat Keamanan.
按四大安全对标 / By Four Safety
| 支柱 | 印尼现状 | 中国先进标准 | 差距与建议 |
|---|---|---|---|
| 🔥 消防安全 | SOP 01火灾+消防处置SOP+2026-06演练；APAR/主机/动火培训认证；38项标准5–15+机房32–38 | 消防物联网在线监测+故障自报；控制室持证24h值班；微型消防站3分钟到场；年度第三方检测报告 | 主机联网告警、关键设施二维码巡检、每年第三方消防评估留档；明确控制室持证24h值班；机房上锁+访问日志（标准32已有，强化落地） |
| 🛡️ 人身安全 | 10份SEC岗位SOP齐全；4类重大事件SOP含SLA/RCA；施工/楼顶/钥匙/遗失；Gada Pratama | 保安持证上岗+背景核查；访客人脸/实名核验；电梯层控刷卡；夜间双岗武装巡更；首问负责制+投诉SLA | 前台加装人脸/证件核验；客房楼层电梯刷卡层控；保安全员背景核查留档；增夜间巡更打卡点；补访客人脸核验SOP |
| 🍽️ 食品安全 | SOP 03食物中毒+早餐剩余矩阵详尽；HACCP意识；留样48h；色标砧板(标准28)；供应商/验收/效期/温控标准16–31 | 4D/5S厨房；明厨亮灶；色标砧板刀具；留样125g/48h双锁；电子索证台账；食品安全责任险 | 自助台加装后厨直播屏（明厨亮灶）；砧板刀具红(生肉)/蓝(水产)/绿(果蔬)/白(熟食)色标；留样补足125g双人双锁；建立电子索证台账；投食品安全责任险 |
| 🧼 卫生安全 | HK公区/房态/库存/垃圾/自查/VC SOP齐全；色标布(标准30已有)；空调清洗；审计"走廊/电梯厅清洁需关注" | 抹布5色分区（一房一巾一消毒杯具）；布草RFID追溯；ATP荧光抽检；杯具消毒柜封闭存放 | 立即推行抹布5色分区（马桶/浴缸/面台/镜面/地面）；杯具一律消毒柜+封闭存放；引入ATP抽检月度排名；布草逐步上RFID；空调清洗标准化（审计已点名） |
跨支柱对标 / Cross-Pillar
| 维度 | 印尼现状 | 中国先进标准 | 差距与建议 |
|---|---|---|---|
| 质量体系 | 三级违规政策+SP对接；5类500分审计卡（最新78.8% GOOD）；38项标准母表；缺暗访 | 明查+神秘客暗访双轨；集团QA月度暗访+季度明查+年度评星 | 引入神秘客暗访（季度）+员工交叉明查；"宾客服务"权重由20%提至≥25%；38项标准母表转为带到期预警的看板 |
| 培训认证 | 18项优先认证矩阵；审计"员工持证不足"已自认 | 一线岗位证书化；带教师傅制；在线学习+学时考核；年度技能比武 | 90天补齐P3K/食安PIC/K3消防/电工证；证书矩阵看板到期预警；带教师傅制+月度技能抽考 |
| 数字化/体验 | Betterwood App（房钥匙/AI精灵/多语言）；华为流程；预抵SOP；新Wormhole前台 | 全流程数字化（选房/手机开门/刷脸/退房）；MOT触点管理；NPS实时闭环 | 梳理12个MOT触点并设标准动作；NPS日闭环；逐步手机开门/刷脸入住 |
| 服务补救 | 审计含"投诉处理"子项；红黄线含"服务态度致投诉" | 首问负责制；15min响应/24h闭环；一线补救授权额度；客诉根因月会；网评30min响应 | 明确投诉15min响应/24h闭环SLA；赋予前台/部门主管现场补救授权额度；客诉根因月会+网评30min响应 |
| 预防维保 | 工程PM SOP；电梯/水箱/发电机维保；EV充电运营 | 设备全生命周期台账+二维码报修；PDA巡检；能耗在线监测与节能 | 设备二维码化+PDA巡检；关键设备台账与故障率KPI；接入能耗监测做节能优化 |
| ESG合规 | 审计含"环保可持续"；垃圾管理SOP；垃圾分类 | 不主动提供六小件、限塑、垃圾分类、绿色饭店(LB/T 007)、碳核算 | 推进绿色饭店评定；六小件按需提供；垃圾分类细化；能耗水耗月度核算 |
优先级建议 / Priority
| 优先级 | 支柱 | 事项 | 预期影响 |
|---|---|---|---|
| P0 立即 | 🧼 卫生 + 跨 | 抹布5色分区+杯具消毒柜封闭；投诉15min/24h SLA+一线补救授权 | 卫生与投诉硬底线 |
| P0 立即 | 🍽️ 食品 | 明厨亮灶+色标砧板刀具+留样125g双锁 | 食品安全可视化 |
| P1 30–60天 | 跨 + 🧼 | 神秘客暗访+MOT触点标准动作+NPS闭环；ATP抽检 | 体验与卫生口碑 |
| P1 30–60天 | 🔥 消防 | 消防主机联网+二维码巡检+控制室持证24h | 消防响应提速 |
| P2 60–90天 | 🛡️ 人身 + 跨 | 岗位证书看板补证+带教师傅制；访客人脸核验+电梯层控+保安背景核查 | 持证率与安保升级 |
| P3 90–180天 | 全 | 布草RFID+设备二维码+能耗监测+绿色饭店评定 | 长效质量与ESG |
结论：印尼 Model J 现行体系在四大安全骨架、三级违规政策、六类重大事件SOP（含SLA/表单/RCA）、安全卫生38项标准与HK全套清洁查房SOP上已相当完整，且有月度审计持续改进（78.8% GOOD）。按四大安全逐一审视，主要短板集中在：①卫生安全——抹布5色分区/明厨亮灶虽有色标标准但落地不足；②食品安全——明厨亮灶与留样125g双锁缺失；③消防安全——缺消防物联网与控制室持证24h；④人身安全——缺访客人脸核验与电梯层控；跨支柱则缺神秘客暗访、投诉SLA与一线授权、持证率。建议按P0→P3推进，优先补齐卫生与食品安全硬底线，再升级体验与数字化。