星級(jí)酒店運(yùn)營(yíng)管理手冊(cè)編

目錄

CONTENTS

第一堂酒店簡(jiǎn)介

GENERALSTATEMENT

第二章管理體系

MANAGEMENTSYSTEM

附:組織結(jié)構(gòu)圖

APPENDIX:ORGANIZATIONCHART

第一節(jié)經(jīng)營(yíng)理念

TheSpiritofRedBoatHotel

第二節(jié)顧客政策

CustomerPolicies

第三節(jié)陸量管理體系

QualityControlSystem

第四節(jié)服務(wù)質(zhì)量保證書(shū)

QualityGuarantee

第五節(jié)人事政策及培訓(xùn)計(jì)劃實(shí)施

PersonnelPolicies&Training

第六節(jié)酒店內(nèi)部刊物（店報(bào)）

NewsPaper

第七節(jié)員工手冊(cè)

StaffHandbook

第一編:總經(jīng)理

I,GENERALMANAGER

第一章總經(jīng)理1-6G.M

1.1總經(jīng)理GeneralManager1-3

1.2駐店經(jīng)理ResidentManager4-6

第二章總經(jīng)理秘M7-11G.M'SSECRETARY

2.1總經(jīng)理秘書(shū)G.MSecretary7-9

2.2文員Clerk10-11

第三章會(huì)議程序12

MEETINGSCHEDULE

第二編:市場(chǎng)營(yíng)銷(xiāo)部

II,MARKET&SALESDEPT

第一?章市場(chǎng)營(yíng)銷(xiāo)部組織結(jié)構(gòu)圖4

ORGANIZATONCHART

第二章市場(chǎng)營(yíng)銷(xiāo)部各崗位職責(zé)5-14

POSITIONRESPONSIBILITIESOFM&SDEPT

2.1市場(chǎng)營(yíng)銷(xiāo)部經(jīng)理M&SDeptManager5-6

2.2商務(wù)銷(xiāo)售代表SalesRepresentativeofCommercial7-8

2.3旅行社銷(xiāo)售代表SalesRepresentativeofTravelAgency9-10

2.4秘書(shū)Secretary11-12

2.5美工ArtDesigner13-14

第三章市場(chǎng)營(yíng)銷(xiāo)部各崗位工作程序及標(biāo)準(zhǔn)15-26

STANDARDOPERATIONPROCEDUREOFM&SDEPT

3.1商務(wù)銷(xiāo)售代表促銷(xiāo)訪問(wèn)PromotionandSalesCall15-16

3.2長(zhǎng)包房銷(xiāo)售Long-StayingRoomSales17-19

3.3團(tuán)隊(duì)預(yù)訂GroupReservation20-21

3.4旅行社銷(xiāo)售代表外出銷(xiāo)售OutsideSalesCall22

3.5會(huì)議俏售ConferenceSales23-24

3.6與旅行社簽訂協(xié)議TravelAgencyAgreementSigning25

3.7團(tuán)隊(duì)偵訂更換，取消ReservationAmendment&Cancellation26

第四章附加程序27-32

ACCESSORYPROCEDURES

4.1處理突發(fā)事件HandlinganEmergency27

4.2客用印刷品制作PressworkK/aking28

4.3客戶(hù)檔案建檔AccountFileEstablishing29

4.4大型活動(dòng)工作安排LargeActivityArrangement30

4.5組織新聞公布會(huì)PressBriefing32

笫五章市場(chǎng)管帶部管理制度33-3S

MANAGEMENTSYSTEMOFM&SDEPT

5.1接待Reception33-35

5.2辦公室環(huán)境OfficeEnvironment36

5.3資料Data36

5.4例會(huì)RegularMeeting37

5.5工作匯報(bào)JobReport38

5.6工作業(yè)績(jī)考核JobResultEvaluation38

5.7美工室管理制度ArtDesignOffice38

第六章市場(chǎng)營(yíng)銷(xiāo)部?jī)?nèi)部運(yùn)轉(zhuǎn)表格39-49

OPERATIONLISTOFM&SDEPT

第三編:財(cái)務(wù)部

III,FINANCIALDEPT

第一章財(cái)務(wù)部組織結(jié)構(gòu)圖1

ORGANIZATIONCHART

第二草財(cái)務(wù)部肉位職費(fèi)及工作程產(chǎn)2

POSITIONRESPONSIBILITIESOFFINDEPT

2.1財(cái)務(wù)總監(jiān)FinancialController2

2.2副財(cái)務(wù)總監(jiān)DeputyFinanceDirector4

2.3秘書(shū)Secretary6

2.4會(huì)計(jì)主任ChiefAccountant7

2.5總帳GeneralLedger10

2.6費(fèi)用核算員CostControlClerk14

2.7資產(chǎn)核算員AssetsLedgerClerk17

2.8信貸應(yīng)收員Credit&A/R19

2.9應(yīng)付款文員AccountsPayableClerk22

2.10出納員Cashier25

2.11工資員Payroll28

2.12收銀主任ChiefCashier29

2.13收銀督導(dǎo)CashierCaptain31

2.14市計(jì)員Auditor32

2.15總臺(tái)收銀FrontDeskCashier34

2.16站點(diǎn)收銀員OutletsCashier38

2.17成本操縱部主任ChiefCostController41

2.18材料核算員CostingClerk-Materials44

2.19食品原料倉(cāng)庫(kù)保管員Storekeeper-Food46

2.20飲品煙草倉(cāng)庫(kù)保管員Storekeeper-Beverage&Tobacco49

2.21物資倉(cāng)庫(kù)保管員Storekeeper-General51

2.22收貨員ReceivingClerk53

2.23電腦部經(jīng)理EDPManager55

2.24電腦硬件工程師EDPOfficer-Hardware57

2.25電腦軟件工程師EDPOfficer-Software59

2.26采購(gòu)部經(jīng)理PurchasingManager61

2.27采購(gòu)部督導(dǎo)PurchasingCaptain63

2.28采購(gòu)員Purchasier64

第三章財(cái)務(wù)管理制度與程序67

MANAGEMENTSYETEM&PROCEDUREOFFINDEPT

3.1餐廳收銀結(jié)帳RestaurantCashierCheck-out67

3.2信用卡結(jié)帳CreditCardCheck-out68

3.3信用卡壓卡CreditCardPush-Down69

3.4收銀員編制報(bào)告CashierWor<outReporting70

3.5收銀員下班交接Cashier'sOffDutyConnect71

3.6總出納工作GeneralCashierJobProcedures72

3.7現(xiàn)金支出報(bào)銷(xiāo)CashPayout73

3.8客房房租收入審計(jì)GuestRocmRateReceiptAudit74

3.9轉(zhuǎn)帳支票授理VirementChequeTeachTheReason75

3.10信用卡托收的處理CreditCardCollection'smanage76

3.11點(diǎn)菜單傳遞的操縱CaptainOrderTransferControl77

3.12帳單傳遞BillTransferProcedures78

3.13貨幣傳遞操縱CurrencyTransferControl79

3.14客人離店時(shí)間的操縱GuestDepartureTimeControl80

3.15房租減免的內(nèi)部操縱RentDeratingInsideControl81

3.16營(yíng)業(yè)點(diǎn)帳單建立OutletsBillFound82

3.17營(yíng)業(yè)點(diǎn)帳單結(jié)帳OutletsBillCheck-out83

3.18信用卡授權(quán)程序CreditCardAccredit84

3.193客簽字消費(fèi)FITSigningConsume85

3.20單位,團(tuán)隊(duì)簽字轉(zhuǎn)帳Unit&GroupSigningTransferAccount86

3.21營(yíng)業(yè)發(fā)票使用BusinessInvoicellseing87

3.22審核營(yíng)業(yè)點(diǎn)帳款A(yù)uditOutletsAccount88

3.23審核前廳帳款A(yù)uditFrontOfficeAccount89

3.24編制營(yíng)業(yè)日?qǐng)?bào)表WorkoutBusinessDayStatement90

3.25夜間稽核工作NightAuditJeb91

3.26信貸政策CreditPolicy92

3.27預(yù)算編制程序BudgetWorkoutProcedures95

3.28應(yīng)收款管理AccountsReceivableManage96

3.29收械員管理OutletsCashierManage97

3.30出納員管理CashierManage98

3.31審計(jì)員管理AudtorManage100

3.32現(xiàn)金管理CashManage101

3.33總出納管理GeneralCashierManage103

3.34采購(gòu)部管理StockingManage104

3.35物資采購(gòu)中請(qǐng)GoodsStockApplication106

3.36采購(gòu)報(bào)價(jià)，確認(rèn)StockQuotedPrice&Confirm107

3.37采購(gòu)審批StockExamine&Approve108

3.38采購(gòu)物品的結(jié)算StockGooesBalanceofaccounts109

3.39提貨工作程序PickUpTheGoodsJobProcedures110

3.40物品臉收程序GoodsReceiving111

3.41采購(gòu)方式及有關(guān)程序StockWay&Procedures112

3.42倉(cāng)庫(kù)的收，發(fā)及盤(pán)存StoreroomAccepting,SendOut,Inventory120

3.43食品與飲料存貨-定價(jià)，標(biāo)志與貯藏F&BStock:price,Sign&Store122

3.44食品與飲料存貨-發(fā)貨，申請(qǐng)領(lǐng)貨F&BStock:SendOut&Application124

3.45食品與飲料存貨-標(biāo)準(zhǔn)存貨F&BStockiStandard126

3.46食品與飲料存貨-實(shí)地盤(pán)存F&BStock:On-The-SpotInventory128

3.47食品成本操縱程序FoodCostControl130

3.48食品標(biāo)準(zhǔn)成本卡制作FoodStandardCostCardExecution131

3.49食品標(biāo)準(zhǔn)成本計(jì)算FoodStandardCostAccount132

3.50食品標(biāo)準(zhǔn)成本核算FoodStandardCostCheck133

3.51餐飲公關(guān)費(fèi)用F&BPublicrelationsCost134

3.52菜肴的產(chǎn)銷(xiāo)核對(duì)MenuProduce&SellCheck135

3.53酒水標(biāo)準(zhǔn)成本制作BeverageStandardCostCheck136

3.54飲料成本操縱BeverageCostControl137

3.55飲料銷(xiāo)售還原表建立BeverageSaleRevertFormFound138

3.56餐飲成本日?qǐng)?bào)表編制F&BCostDayStatementWorkout139

3.57鮮活食品價(jià)格的制訂FreshFoodPriceWorking-Out140

3.58干貨水果等輜收DriedFood&FruitEtcReceiving141

3.59鮮活食品驗(yàn)收單據(jù)填寫(xiě)FreshFoodReceivingBillFillIn142

3.60應(yīng)付款管理AccountsPayableManage143

3.61薪金會(huì)計(jì)管理PayrollAccountantManage144

第四章財(cái)務(wù)部各類(lèi)運(yùn)轉(zhuǎn)表格145

OPERATIONLISTOFFINDEPT

第四編:前廳部

IV,FRONTOFFICEDEPT

第?章前廳部組織結(jié)構(gòu)圖

ORGANIZATIONCHART1

第二章前廳部崗位職責(zé)

POSITIONRESPONSIBILITIESOFF.ODEPT2-23

2.1前廳部經(jīng)理F.OManager2

2.2前廳部秘出F.OSecretary3

2.3大堂副理AssistantManager4

2.4前臺(tái)接待經(jīng)理ReceptionManager6

2.5前臺(tái)接待員Receptionist7

2.6預(yù)訂員ReservationClerk9

2.7總機(jī)督導(dǎo)OperatorCaptain11

2.8總機(jī)話(huà)務(wù)員Operator12

2.9首席禮賓司ChiefConcierge13

2.10迎賓員Doorman14

2.11行李員Bellman16

2.12商務(wù)中心督導(dǎo)B.CCaptain17

2.13商務(wù)中心文員B.CClerk18

2.14商場(chǎng)經(jīng)理GiftShopManager20

2.15商場(chǎng)員工Seller21

2.16醫(yī)務(wù)室醫(yī)生InfirmaryDoctor22

第三章前廳部各崗位操作程序

STANDARDOPERATIONPROCEDUREOFF.ODEPT

第一節(jié)前廳部各崗位每日工作內(nèi)容

F.ODepartmentCheckList24-39

3.1.1前廳部經(jīng)理F.OManagerCheckList24

3.1.2大堂副理AssistantManager25

3.1.3前臺(tái)接待經(jīng)理ReceptionManager27

3.1.4總名U商務(wù)中心督導(dǎo)Operator舊心Captain29

3.1.5首席禮賓司ChiefConcierge30

3.1.6預(yù)定員Preservationist31

3.1.7前臺(tái)接待Receptionist32

3.1.8禮賓員Concierge35

3.1.9商場(chǎng)員I：Seller36

3.1.10總機(jī)話(huà)務(wù)員Operator37

3.1.11商務(wù)中心文員B/CClerk39

第二節(jié)前臺(tái)程序與標(biāo)準(zhǔn)

F.OStandardOperationProcedure40-73

321受理電話(huà)預(yù)訂RoomReservationbyCalling40

3.2.2傳真，信函訂房RoomReservationbyFax,Letter41

3.2.3來(lái)店預(yù)訂操作RoomReservationontheSpot42

3.2.4變更預(yù)訂的處理BookingAmendment43

3.2.5散客入住程序FITCheck-in44

3.2.6散客離店程序FITCheck-out46

3.2.7殘疾人接待程序HandicappedCheck-in48

3.2.8團(tuán)隊(duì)入住GroupCheck-in49

3.2.9團(tuán)隊(duì)離店GroupCheck-out50

3.2.10長(zhǎng)住客人接待股務(wù)Long-stayingGuestsService51

3.2.11更換長(zhǎng)住客人房卡Long-stayingGuestsRoom-keyChange52

3.2.12賓客推遲離店DelayCheck-out53

3.2.13處理雙鎖門(mén)，開(kāi)雙鎖門(mén)RoomDoubleLock54

3.2.14貴重物品寄存HandingSafeDepositChanging55

3.2.15調(diào)換房間/調(diào)整價(jià)格Room/RateChanging56

3.2.16處理折扣HandletheRebateChanges58

3.2.17房間特殊報(bào)告處理RoomDiscrepancyReport59

3.2.18行政樓層客人接待ExecutiveFloorGuestArrival61

3.2.19行政樓層客人離店ExecutiveFloorGuestDeparture62

3.2.20客房沒(méi)有準(zhǔn)備好RoomnotReadyonArrival63

3.2.21處理賓客留言Messagehandling64

3.2.22查詢(xún)客人房號(hào)RoomNumberInquire65

3.2.23總分物品轉(zhuǎn)送Guest'sArticlesSend/Transfer66

3.2.24VIP信息更換VIPinfcrmationChange68

3.2.25辦理房間房租變更手續(xù)RoomChargeChanging69

3.2.26房間分配RoomAllotment70

3.2.27房間鑰匙管理Room-keyManagement72

3.2.28建立客史檔案SetupSuest'sHistory73

笫三節(jié)大堂副理程序與標(biāo)準(zhǔn)

AssistantManagerStandardOperationProcedure74-84

3.3.1貴賓入住VIPCheck-in74

3.3.2接待重要團(tuán)隊(duì)賓客VIPGroupCheck-in77

3.3.3展房/介紹酒店ShowRooms/HotelTours78

3.3.4處理賓客投訴ComplainHandling79

3.3.5處理賓客遺留物品HandlingGuest'sPropertiesLeftBehind80

3.3.6處理賓客房門(mén)鎖失靈RoomlockOutOfOrderHandling81

3.3.7突發(fā)事件的處理步驟U^genVAccidentHandling82

3.3.8處理賓客拒付電話(huà)費(fèi)HandlingtheRefusaltoPaymentforTelephone84

第四節(jié)禮賓部程序與標(biāo)準(zhǔn)

ConciergeStandardOperationProcedure85-102

3.4.1迎賓員DoorManStandardOperation85

3.4.2行李員BellManStandardOperation88

3.4.3處理賓客郵件，信件Guest'sPostalItems.LettersHandling95

3.4.4處理賓客物品轉(zhuǎn)交Guest'sArticlesTransfer96

3.4.5一，二樓公共區(qū)域?qū)と朔?wù)PublicAreaPagingService97

3.4.6客人行李寄存服務(wù)Guest'sLuggageStoreService98

3.4.7提供出租車(chē)服務(wù)CarRentalService99

3.4.8委托代辦服務(wù)ConciergeService100

3.4.9資料收集及整理DataCollectandArrange101

第五節(jié)總機(jī)程序與標(biāo)準(zhǔn)

OperationStandardOperationProcedure103-110

3.5.1接轉(zhuǎn)內(nèi)外線電話(huà)PhoneCallConnectingandExchanging103

3.5.2處理宜撥長(zhǎng)途電話(huà)LongDistanceCallService104

3.5.3前廳部息機(jī)免打攪服務(wù)DoNotDisturbCallService105

3.5.4叫醒服務(wù)Wake-upService106

3.5.5電話(huà)咨詢(xún)服務(wù)TelephoneInformationService107

3.5.6電話(huà)尋人服務(wù)PagingServicebyTelephone108

3.5.7公布天氣報(bào)告WeatherForecastService109

3.5.8話(huà)務(wù)分保護(hù)與保養(yǎng)MaintenanceofA.B.EEquipment110

第六節(jié)商務(wù)中心程序與標(biāo)準(zhǔn)

BusinessCenterStandardOperationProcedure111-120

3.6.1接收傳真FaxReceiving111

3.6.2接收客人委托向外發(fā)出傳真FaxSending112

3.6.3提供打字服務(wù)TapingService114

3.6.4復(fù)卬服務(wù)CopyingSer\'ice115

3.6.5代辦快件MailExpressService116

3.6.6提供翻譯服務(wù)TranslationService117

3.6.7提供文件裝訂服務(wù)BindingService118

3.6.8提供電話(huà)服務(wù)PublicTelephoneService119

3.6.9商務(wù)中心設(shè)備保護(hù)及保養(yǎng)MaintenanceofBCEquipment120

第七節(jié)商場(chǎng)程序與標(biāo)準(zhǔn)

GiftShopStandardOperationProcedure121-124

3.7.1零售商品進(jìn)貨制度StockwithGoods121

3.7.2商場(chǎng)換貨服務(wù)HowtoHandlingGuestChangingGoods122

3.7.3售后服務(wù)AfterSaleService123

第四章前廳部各項(xiàng)管理制度

MANAGEMENTSYSTEMOFF.CDEPT125-147

4.1前廳部行為規(guī)范TheF.ODeptStaffBehaviorStandard125

4.2前廳部各閔位規(guī)章制度TheF.ODeptRegulationSystem129

4.3總臺(tái)考核條例EvaluationRulesofFrontDesk133

4.4禮賓部考核條例EvaluationRulesofConcierge136

4.5商場(chǎng)考核條例EvaluationRulesofGiftShop139

4.6商務(wù)中心考核條例EvaluationRulesofBusinessCenter144

4.7總機(jī)考核條例EvaluationRulesofOperator146

第五章前廳部各部門(mén)運(yùn)轉(zhuǎn)表格

OPERATIONLISTOFF.ODEPT148-185

第五編:管家部

V,HOUSEKEEPINGDEPT

笫一章管家部組織結(jié)構(gòu)圖1

ORGANIZATIONCHART

第二章管家部崗位職責(zé)1-25

POSITIONRESPONSIBILITYOFH.KDEPT

2.1管家部經(jīng)理H.KDept.Manager2

2.2樓層經(jīng)理HeadFloorSupervisor3

2.3樓層督導(dǎo)FloorCaptain5

2.4樓層服務(wù)員RoomAttendant7

2.5樓層清掃員RoomCleaner9

2.6公共區(qū)域經(jīng)理PublicAreaSupervisor11

2.7公共區(qū)域督導(dǎo)PublicAreaCaptain12

2.8公共區(qū)域服務(wù)員PublicAreaAttendant13

2.9花房管理員Florist14

2.10公共區(qū)域清潔工PublicAreaCleaner15

2.11洗滌部經(jīng)理LaundryManager16

2.12洗滌部督導(dǎo)LaundryCaptain17

2.13干洗工DryCleaner18

2.14大濕洗工Washer-LargeItens20

2.15小濕洗工Washer-SmallItems21

2.16平燙工FlatWorkIroner22

2.17布草折疊工LinenFoldingAttendant23

2.18布草收發(fā)員LinenDeliveryMaid24

2.19制服收發(fā)員UniformDeliveryMaid25

第三章管家部各崗位操作程序27-136

TANDARDOPERATIONPROCEDUREOFHK.DEPTS

3.1樓層經(jīng)理HeadFloorSupervisor27

3.1.1處理客人投訴HandlingGuest'sComplains27

3.2樓層督導(dǎo)FloorCaptain28-31

3.2.1檢查客房CheckingGuestRooms28

3.2.2收取小酒吧帳單CollectingMini-barBill30

3.2.3飲科管理Controllingwine&Beverage31

3.3樓層服務(wù)員RoomAttendant32-53

3.3.1樓層鑰匙領(lǐng)用與保管Pickingup&KeepingRoomKey32

3.3.2開(kāi)酒水帳單FillinginWine&BeverageBill33

3.3.3杯具洗滌，消毒W(wǎng)ashing-up&DisinfectingGlassware34

3.3.4客用品領(lǐng)用，存放Applicationof&KeepingItems35

3.3.5客人要求開(kāi)門(mén)HandlingRequestforOpeningtheDoor36

3.3.6引領(lǐng)客人進(jìn)客GreetingtheGuests37

3.3.7報(bào)交遺留物品DeliveringPropertiesLeftBehindbyGuest38

3.3.8客人離店結(jié)帳GuestCheck-out39

3.3.9查走客房（遺留物品）Check-upC/ORoom40

3.3.10做夜床ProvidingTurn-cownService41

3.3.11開(kāi)房門(mén)OpeningtheDoor43

3.3.12加床HandlingRequestforExtraBed44

3.3.13鋪床MakingtheBed45

3.3.14上毛巾，茶水OfferingTowel/TeaService46

3.3.15客房二次打掃Re-cleaningtheRoom47

3.3.16里點(diǎn)賓客進(jìn)房ReceivingVIP48

3.3.17擦皮鞋ProvidingFreeShoeShiningService49

3.3.18翻轉(zhuǎn)床墊TurningtheMattress50

3.3.19洗滌浴簾WashingShowerCurtain51

3.3.20吸塵器使用，保養(yǎng)Using&MaintainingVacuumCleaner52

3.3.21處理苞外損壞賓客物拈DealingwithDamagingGuests'Articles53

3.4客房清掃員RoomCleaner54-59

3.4.1整理工作車(chē)CleaningupMaid'sCart54

3.4.2打掃住客房MakingupOccupiedRoom55

3.4.3清掃衛(wèi)生間MakingupWashingRoom57

3.4.4工作車(chē)搜放Maid'sCartSetting58

3.4.5空房清掃M(jìn)akingupVacantRoom59

3.5客房中心服務(wù)員HousekeeoingCenterAttendant60-64

3.5.1核對(duì)未進(jìn)店客房報(bào)告CheckingNo-showRoomReport60

3.5.2核對(duì)套房報(bào)告CheckingRoomReport61

3.5.3客用品的借用，登記與保管Item'sLoan/Registration/Keeping62

3.5.4接打內(nèi)部電話(huà)Receiving&MakingInsideCall63

3.5.5處理前臺(tái)報(bào)表DealingwithDept.Reports64

附錄：客房中心常備客用品清單64

Appendix:ListofItemsPreparedinHousekeepingCenter

3.6PA服務(wù)員PAAttendant65-81

3.6.1石材日常保養(yǎng)MarbleDailyMaintenance65

3.6.2大理石地面打蠟PolishingMarblewithWax66

3.6.3大理石地面起蠟WaxRemoveFromMarble67

3.6.4石材墻壁上蠟PolishingWallwithWax68

3.6.5清洗地毯（干泡）CleaningCarpet（Dry-clear）69

366洗地建（抽洗〉WashingCarpet70

3.6.7沙發(fā)抽洗WashingSofa72

3.6.8清潔銅條CleaningCopperStrip73

3.6.9清潔客梯CleaningEleva.or74

3.6.10清洗吸塵器CleaningVacuumCleaner75

3.6.11使用三合--抽洗機(jī)UsingWetVacuumCarpetExtractor76

3.6.12使用洗地機(jī)UsingCleanMarbleMachine77

3.6.13使用吸水機(jī)UsingWet&DryVacuumCleaner78

3.6.14使用高速拋光機(jī)UsingUltraHighSpeedMachine79

3.6.15清潔玻璃PolishtheWirdow-panes80

3.6.16花崗巖地面晶硬處理CrystallizeMarble81

3.7PA保潔工PACleaner82-86

3.7.1棉塵推藥劑處理SprayFloorDustRemoverontheMop82

3.7.2推塵（清潔大理石地面）DustRemovedFromFloor83

3.7.3清潔各公共區(qū)域衛(wèi)生CleaningthePublicAreas84

3.7.4洗手間日常清潔保養(yǎng)CleaningWashingRoom85

3.7.5客人胖酒嘔吐處理DealingwithDrunkGuests86

3.8制服收發(fā)員UniformDeliveryMaid87-97

3.8.1新制服申領(lǐng)，發(fā)放Applingfor&GivingOutUniform87

3.8.2制服收發(fā)Counting&SendingUniform88

3.8.3交接制服TakingoverUniform89

3.8.4潔點(diǎn)臟制服CountingDirtyUniform90

3.8.5核對(duì)接收已清洗制服CheckingUniformCleaned91

3.8.6處理舊制版報(bào)損St叩stoHandleUniformScraped92

3.8.7制服盤(pán)點(diǎn)InventoryingUniform93

3.8.8入店，離店人員領(lǐng)退制服Applingfor&ReturningUniformforStaff94

3.8.9制服收發(fā)員收尾FinishingWorkforUniformDeliveryMaid95

3.8.10縫補(bǔ)制服StepstoSewingUniform96

3.8.11縫紉機(jī)保養(yǎng)MaintainingSewingMachine97

3.9布草收發(fā)員LinenDeliveryMaid98-102

3.9.1交接布草TakingOverlinen98

3.9.2布草領(lǐng)用ApplicationofLinen99

3.9.3交接餐飲，康樂(lè)織品TakingoverF&BandH&RDeptLinen100

3.9.4發(fā)送客房布草SendingOjtLinenofH.KDept101

3.9.5布草盤(pán)點(diǎn)InventoryingLinen102

3.10花房管理員Florist103-105

3.10.1綠色植物保養(yǎng)PreservingGreenPlants103

3.10.2保養(yǎng)公共區(qū)域插花PreservingFlowersinPublicArea104

3.10.3送花SendingFlowers105

3.11客衣服務(wù)員GuestClothesDeliveryMaid106-114

3.11.1收包CollectingClothes106

3.11.2點(diǎn)數(shù)CountingClothes107

3.11.3打碼MarkingonClothes108

3.11.4度衣FoldingClothes109

3.11.5裝包PackingClothes110

3.11.6送衣SendingClothes111

3.11.7處理遺留物品Dealing3thPropertiesLeftbyGuests112

3.11.8加快洗衣ExpressValetService113

3.11.9貴賓洗衣VIPValetService114

3.12大濕洗工Washer-largeItems115-117

3.12.1客房,飲食布草洗滌LaunderingLinenF&B&H.KDept.115

3.12.2使用大濕洗機(jī)UsingWcshed-largeItemsMachine116

3.12.3使用烘干機(jī)UsingDryMachine117

3.13小濕洗工Washer-smallItems118-123

3.13.1開(kāi)機(jī)準(zhǔn)備PreparationofTurningonMachine118

3.13.2客衣檢查，分類(lèi)Checking&ClassifyingClothes119

3.13.3客衣去跡RemoveStainFromClothes120

3.13.4客衣洗滌LaunderingGuests'Clothes122

3.13.5使用小濕洗機(jī)UsingWashed-SmallItemsMachine123

3.14平燙工FlatWorkIronerTurningon124-127

3.14.1開(kāi)機(jī)準(zhǔn)備PreparationofTurningonMachine124

3.14.2熨燙口布，枕套IroningNapkin&Pillow-case125

3.14.3熨燙布草（床單，臺(tái)布）IroningLinen126

3.14.4使用大燙機(jī)UsingFlatIroningMachine127

3.15手燙工Presser128-133

3.15.1崗位準(zhǔn)備Preparation128

3.15.2熨燙西服上衣IroningSuit129

3.15.3熨燙真絲服裝IroningSilkClothes130

3.15.4熨燙西褲IroningTrousers131

3.15.5熨燙襯衫IroningShirt132

3.15.6熨燙T恤衫IroningT-shirt133

3.16干洗工Dry-cleaner134-136

3.16.1使用干洗機(jī)UsingDry-cleaningMachine134

3.16.2使用人像機(jī)UsingModelMachine135

3.17布草折控工LinenFoldingAttendant136

第四章管家部管理制度137-152

MANAGEMENTSYSTENOFH.KDEPT

4.1管家部安全管理制度SafetyRegulation137

4.2樓層客房安全管理制度SafetyRegulationofGuestRooms138

4.3管家部衛(wèi)生管理制度HygieneManagementRegulation139

4.4管家部防火制度FirePreventionRegulation141

4.5客人失竊處理制度HandlingGuests'ReportofLoss142

4.6客人急病處理制度RegulationonCaringforIIIGuests143

4.7客人醉酒處理制度CaringforDrunkGuestsRegulation144

4.8客人攜帶寵物與易燃易爆品處理制度HandlingPet&DangerousGoods145

4.9客人帶走客房物品處理制度HandlingRoomItemsTakedbyGuests146

4.10來(lái)訪人員登記制度VisitorRegistrationRegulation147

4.11超導(dǎo)查房制度CaptainInspectingRoomRegulation148

4.12洗滌房管理制度LaundryManagementRegulation150

4.13樹(shù)木花卉管理制度Plants&FlowersManagementRegulation151

4.14草地保養(yǎng)管理制度LawnManagementRegulation152

笫五章管家部運(yùn)轉(zhuǎn)表單153-188

OPERATIONLISTOFH.KDEPT.

第六編:餐飲部

VI,FOOD&BEVERAGEDEPT

第一章輟飲部組織結(jié)構(gòu)圖1

ORGANIZATIONCHAT

第二章莪飲部各崗位職員2-39

POSITIONRESPONSIBILITIESOFF&BDEPT

2.1餐飲部經(jīng)理F&BDept.Manager2

2.2秘書(shū)Secretary4

2.3中菜部經(jīng)理ChineseRestajrantManager7

2.4中匐丁督導(dǎo)ChineseRestaurantCaptain9

2.5中餐引座員ChineseRestajrantHostess10

2.6中錢(qián)廳服務(wù)員ChineseRestaurantWaiter/Waitress11

2.7宴會(huì)廳督導(dǎo)BanquetHallCaptain12

2.8宴會(huì)廳服務(wù)員BanquetHalWaiter/Waitress14

2.9宴會(huì)預(yù)訂員BanquetReservationClerk15

2.10備餐間督導(dǎo)PantryCaptain16

2.11傳菜員BussBoy17

2.12管事部督導(dǎo)StewardingCaptain18

2.13管事部倉(cāng)庫(kù)保管員StewardingStoreAttendant20

2.14管事部洗滌工StewardingDishwasher/Cleaner21

2.15西菜部經(jīng)理WesternRestaurantManager22

2.16咖啡廳督導(dǎo)CafeteriaCaptain24

2.17扒房督導(dǎo)GrillCaptain27

2.18西菜部引座員WesternRestaurantHostess30

2.19咖啡廳，扒房服務(wù)員Cafeteria&GrillWaiter/Waitress32

2.20酒吧督導(dǎo)BarCaptain34

2.21酒吧吧員Bartender36

2.22大堂吧服務(wù)員LobbyBarman/Barmaid38

第三章餐飲部各崗位I：作程序4C-204

STANDARDOPERATIONPROCEDUREOFF&BDEPT

3.1著裝到崗Grooming40

3.2中菜部督導(dǎo)ChineseRestajrantCaptain41

3.3中菜部引座員ChineseRestaurantHostess49

3.4中餐零點(diǎn)服務(wù)ChineseA-La-CartService55

3.5宴會(huì)股務(wù)BanquetService72

3.6大宴會(huì)廳餐前準(zhǔn)備BanquetHallMis-en-place84

3.7中餐宴會(huì)服務(wù)ChineseBanquetService87

3.8會(huì)議服務(wù)ConferenceService89

3.9管事部督導(dǎo)StewardingCaotain95

3.10倉(cāng)庫(kù)管理員StewardingStoreAttendant102

3.11洗滌工StewardingDishwasher/Cleaner112

3.12西菜部引座員WesternRestaurantHostess143

3.13西菜部服務(wù)員WesternRestaurantWaiter/Waitress148

3.14西餐服務(wù)WesternFoodService174

3.15訂單員訂單服務(wù)OrderTaker177

3.16送餐員RoomServiceWaiter/Waitress178

3.17調(diào)酒員Bartender188

3.18托盤(pán)使用TrayServing195

3.19布草更換LinenChanging195

3.20坡璃器皿清擦GlasswarePolishing196

3.21瓷器拋光ChinawarePolishing196

3.22刀具拋光CutleryPolishing197

3.23促銷(xiāo)工作SalesPromotionSkills197

3.24上錯(cuò)菜HandlingWrongCrder198

3.25臟盤(pán)子撤下CleaningSoiledPlates199

3.26為客人點(diǎn)煙LightingACicarette199

3.27歡迎，道別Greeting&Farewell200

3.28幫客人放置餐巾PuttingANapkin200

3.29使用吐司機(jī)UsingTheBreadToaster201

3.30清理，補(bǔ)充工作臺(tái)Cleaning&ReplenishingASideBoardStation201

3.31處理客人投訴HandlingAGuestComplaint202

3.32征詢(xún)客人滿(mǎn)意CheckingCnGuestSatisfaction202

3.33撤換刀具CutleryRemoving203

3.34使用咖啡機(jī)UsingACoffeeMachine204

笫四章廚房各崗位職責(zé)205-233

POSITIONRESPONSIBILITIESOFKITCHEN

4.1行政總廚ExecutiveChef235

4.2中網(wǎng)房廚帥長(zhǎng)ChineseKitchenHeadChef207

4.3中的房點(diǎn)心督導(dǎo)PastryCaptain208

4.4中廚房點(diǎn)心廚師PastryCook209

4.5粗加工督導(dǎo)PrimaryProcessingCaptain210

4.6粗加I：,廚師VegetableProcessor&Butcher211

4.7爐灶督導(dǎo)StoveCaptain212

4.8爐灶廚師StoveCook214

4.9燒味督導(dǎo)B.B.Q.Captain215

4.10燒味廚師B.B.Q.Cook216

4.11冷菜督導(dǎo)ColdFoodCaptain217

4.12冷菜廚師ColdFoodCook218

4.13打荷督導(dǎo)AssistantCaptan219

4.14打荷廚師AssistantCook220

4.15蒸灶督導(dǎo)SteamCaptain222

4.16蒸灶廚師SteamCook223

4.17切配督導(dǎo)ChopperCaptain224

4.18切配廚師Chopper225

4.19西廚房國(guó)師長(zhǎng)WesternKilchenHeadChef226

4.20凍房督導(dǎo)ColdFoodCaptain227

4.214房廚師ColdFoodCook228

4.22熱廚房督導(dǎo)HotFoodCaptain229

4.23熱廚房房師HotFoodCock230

4.24初加I：,切配廚師VegetabeProcessor&Butcher231

4.25包餅房督導(dǎo)BakeryCaptain232

4.26包餅房廚師Baker233

第五章廚房各崗位工作程序234-252

STANDARDOPERATIONPROCEDUREOFKITCHEN

5.1蔬菜加工VegetablesProcessing234

5.2肉類(lèi)加工MeatProcessing234

5.3水產(chǎn)加工MarineLivesProcessing235

5.4禽類(lèi)加II：PoultryProcessirg236

5.5原料訂貨MaterialOrder237

5.6上漿T.作StarchProcessing238

5.7料頭準(zhǔn)備CondimentPreparing238

5.8處理菜點(diǎn)退回廚房HandlingADishReturnToKitchen239

5.9打荷工作Assistant239

5.10切割工作FoodDicing&Processing240

5.11切配工作Chopping240

5.12爐灶工作Stove241

5.13點(diǎn)心制作Pastry242

5.14冷菜制作ColdFood243

5.15水果盤(pán)制作FruitCombination243

5.16凍房督導(dǎo)ColdFoodCaptain244

5.17凍房廚師ColdFoodCook245

5.18熱刷督導(dǎo)HotFoodCaptain246

5.19熱廚廚師HotFoodCook247

5.20初加工，切配困師VegetabeProcessor&Butcher248

5.21包餅房督導(dǎo)BakeryCaptain249

5.22包餅房廚師Baker250

5.23廚房衛(wèi)生清潔KitchenHygiene251

5.24廚房庫(kù)存盤(pán)點(diǎn)WarehouseofKitchenInventory251

5.25廚房鑰匙操縱KeyofKitchenUnderControl252

5.26廚房倉(cāng)庫(kù)領(lǐng)貨操縱TakingGoodsFromWarehouseofKitchen252

第六章莪飲部管理制度253-263

ADMINISTERSYTTEMOFF&BDEPT

6.1訂單Order253

6.2休假Vacation254

6.3物資調(diào)撥MaterialAllot25E

6.4物品領(lǐng)用審批及驗(yàn)收ArticleReceiving&Approved256

6.5公關(guān)客人接待PublicRelationsReception257

6.6員工培訓(xùn)StaffTraining258

6.7會(huì)議Conference258

6.8隈務(wù)質(zhì)量檢行ServiceQualityInspecting259

6.9泗吧酒水盤(pán)存BeverageInventory259

6.10酒吧酒水申領(lǐng)BeverageTaking260

6.11銀器SilverWare260

6.12管事部庫(kù)房貯發(fā)StewardingStocked261

6.13餐廳交接班ShiftChanging261

6.14餐廳紀(jì)律RestaurantDiscipline262

6.15棉織品操縱LinenControl262

6.16廚房食品保敏FoodKeepInStore263

第七章餐飲部運(yùn)轉(zhuǎn)表格264

OPERATIONLISTOFF&BDEPT

第七編:康體娛樂(lè)部

VD,RECREATIONDEPT

第一章康體娛樂(lè)部組織結(jié)構(gòu)圖1

ORGANIZATIONCHART

第二章康體娛樂(lè)部各崗位職責(zé)2

POSITIONRESPONSIBITIESOFH&RDEPT

2.1康體娛樂(lè)部經(jīng)理H&RDEFTManager2

2.2康體娛樂(lè)部秘書(shū)H&RDEPTSecretary3

2.3夜總會(huì)督導(dǎo)NightClubCaptain5

2.4夜總會(huì)音響師NightClubDJ6

2.5康體中心督導(dǎo)HealthCenterCaptain7

2.6康體中心員工HealthCenterAttendant8

2.7桑拿中心笛導(dǎo)SaunaCenterCaptain9

2.8桑拿中心迎賓員SaunaCenterHostess10

2.9夜總會(huì)，桑拿酒吧服務(wù)員NightClub&SaunaBarAttendant11

2.10桑拿更衣室服務(wù)員SaunaLockerAttendant12

2.11桑拿水池服務(wù)員（擦背技牖）SaunaHealthTechnician13

2.12桑享休息室服務(wù)員SaunaLoungeAttendant14

2.13游泳池督導(dǎo)SwimmingPoolCaptain15

2.14游泳池服務(wù)員SwimmingPoolAttendant16

2.15美容美發(fā)督導(dǎo)BeautySalonCaptain17

2.16美容美發(fā)師Cosmetologist18

2.17KTV督導(dǎo)KTVCaptain19

2.18KTV服務(wù)員KTVAttendant20

2.19戶(hù)外運(yùn)動(dòng)督導(dǎo)OutdoorSportsCaptain21

2.20戶(hù)外運(yùn)動(dòng)服務(wù)員OutdoorSportsAttendant22

2.21攀巖運(yùn)動(dòng)服務(wù)員Trend-wallAttendant23

笫三章康體娛樂(lè)部各崗位工作程序24

STANDARDOPERATIONPROCEDUREOFH&RDEPT

3.1健身房工作程序FitnessCenter24

3.2臺(tái)球室工作程序BilliardRoom25

3.3棋牌室工作程序Chess&CardsRoom26

3.4乒乓球室工作程序Table-tenrisRoom27

3.5保齡球室對(duì)客服務(wù)工作程序BowlingRoomService28

3.6網(wǎng)球場(chǎng)的工作程序TennisCourt29

3.7高爾夫球場(chǎng)工作程序GolfCourt30

3.8攀巖的工作程序Trend-wall31

3.9夜總會(huì)工作程序NightClub32

3.10夜總會(huì)營(yíng)業(yè)前服務(wù)操作程Pre-openingService33

3.11夜總會(huì)營(yíng)業(yè)間服務(wù)操作程序OpeningTimeService34

3.12夜總會(huì)營(yíng)業(yè)后服務(wù)操作程序ClosingTimeService35

3.13音控室工作程序DJRoom35

3.14KTV包房工作程序KTVPrivateChamber37

3.15美容美發(fā)廳服務(wù)工作程序BeautySalonService38

3.16游泳池的服務(wù)工作程序SwimmingPoolService39

3.17桑拿浴室I：作程序SaunaBathroom40

3.18按摩服務(wù)工作程序MassageService41

3.19夜總會(huì)，桑拿酒吧準(zhǔn)備N(xiāo)ightClub&SaunaBarPreparing42

3.20酒吧服務(wù)程序BarService43

3.21酒吧調(diào)酒員酒吧準(zhǔn)裕BartenderPreparing44

3.22酒吧調(diào)酒員領(lǐng)用酒水BartenderReceiving45

3.23制作雞尾酒水果裝飾物CocktailFruitTrimming46

3.24擦拭杯具的工作程序GlassPolishing47

3.25酒水供應(yīng)的工作程序Wine8BeverageSupplying48

3.26灑水報(bào)損的工作程序Wine&BeverageScrap49

3.27酒吧之間酒水調(diào)撥InterBarTransfer50

3.28酒水盤(pán)點(diǎn)的工作程序Wine&BeverageInventory51

3.29冰箱使用的工作程序RefrigeratorUsing52

3.30結(jié)賬服務(wù)程序Check-out53

第四章康體娛樂(lè)部管理制度54

MANAGEMENTSYSTEMOFH&RDEPT

4.1設(shè)施設(shè)備管理制度Equipment&Facilities54

4.2安全與事故處理制度Safety&AccidentDealing55

4.3部門(mén)例會(huì)管理制度DepartmentRegularMeeting56

4.4各項(xiàng)目例會(huì)管理制度SectionRegularMeeting57

4.5康體項(xiàng)目管理制度HealthCenter58

4.6夜總會(huì)管理制度NightClub59

4.7桑拿浴室管理制度SaunaBathroom60

4.8美容美發(fā)廳服務(wù)管理制度BeautySalon61

4.9部門(mén)安全防范制度DepartmentSafetyPrevention62

4.10游泳池管理制度SwimmingPool63

4.11KTV包房服務(wù)管理制度KTVPr