五星級酒店運營管理手冊

五星級酒店運營管理手冊

CONTENTS

第一章酒店簡介

GENERALSTATEMENT

第二章管理體系

MANAGEMENTSYSTEM

附:組織結(jié)構圖

APPENDIX:ORGANIZATIONCHART

第一節(jié)經(jīng)營理念

TheSpiritofRedBoatHotel

第二節(jié)顧客政策

CustomerPolicies

第三節(jié)質(zhì)量管理體系

QualityControlSystem

第四節(jié)服務質(zhì)量保證書

QualityGuarantee

第五節(jié)人事政策及培訓計劃實施

PersonnelPolicies&Training

第六節(jié)酒店內(nèi)部刊物（店報）

NewsPaper

第七節(jié)員工手冊

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)理秘書7-11G.M’SSECRETARY

2.1總經(jīng)理秘書G.MSecretary7-9

2.2文員Clerk10-11

第三章會議程序12

MEETINGSCHEDULE

第二編:市場營銷部

Ⅱ,MARKET&SALESDEPT

第一章市場營銷部組織結(jié)構圖4

ORGANIZATONCHART

第二章市場營銷部各崗位職責5-14

POSITIONRESPONSIBILITIESOFM&SDEPT

2.1市場營銷部經(jīng)理M&SDeptManager5-6

2.2商務銷售代表SalesRepresentativeofCommercial7-8

2.3旅行社銷售代表SalesRepresentativeofTravelAgency9-10

2.4秘書Secretary11-12

2.5美工ArtDesigner13-14

第三章市場營銷部各崗位工作程序及標準15-26

STANDARDOPERATIONPROCEDUREOFM&SDEPT

3.1商務銷售代表促銷訪問PromotionandSalesCall15-16

3.2長包房銷售Long-StayingRoomSales17-19

3.3團隊預訂GroupReservation20-21

3.4旅行社銷售代表外出銷售OutsideSalesCall22

3.5會議銷售ConferenceSales23-24

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

3.7團隊預訂更改,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PressworkMaking28

4.3客戶檔案建檔AccountFileEstablishing29

4.4大型活動工作安排LargeActivityArrangement30

4.5組織新聞發(fā)布會PressBriefing32

第五章市場營銷部管理制度33-38

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RegularMeeting37

5.5工作匯報JobReport38

5.6工作業(yè)績考核JobResultEvaluation38

5.7美工室管理制度ArtDesignOffice38

第六章市場營銷部內(nèi)部運轉(zhuǎn)表格39-49

OPERATIONLISTOFM&SDEPT

第三編:財務部

Ⅲ,FINANCIALDEPT

第一章財務部組織結(jié)構圖1

ORGANIZATIONCHART

第二章財務部崗位職責及工作程序2

POSITIONRESPONSIBILITIESOFFINDEPT

2.1財務總監(jiān)FinancialController2

2.2副財務總監(jiān)DeputyFinanceDirector4

2.3秘書Secretary6

2.4會計主任ChiefAccountant7

2.5總帳GeneralLedger10

2.6費用核算員CostControlClerk14

2.7資產(chǎn)核算員AssetsLedgerClerk17

2.8信貸應收員Credit&A/R19

2.9應付款文員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CashierCaptain31

2.14審計員Auditor32

2.15總臺收銀FrontDeskCashier34

2.16站點收銀員OutletsCashier38

2.17成本控制部主任ChiefCostController41

2.18材料核算員CostingClerk–Materials44

2.19食品原料倉庫保管員Storekeeper–Food46

2.20飲品煙草倉庫保管員Storekeeper–Beverage&Tobacco49

2.21物資倉庫保管員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采購部經(jīng)理PurchasingManager61

2.27采購部督導PurchasingCaptain63

2.28采購員Purchasier64

第三章財務管理制度與程序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收銀員編制報告CashierWorkoutReporting70

3.5收銀員下班交接Cashier’sOffDutyConnect71

3.6總出納工作GeneralCashierJobProcedures72

3.7現(xiàn)金支出報銷CashPayout73

3.8客房房租收入審計GuestRoomRateReceiptAudit74

3.9轉(zhuǎn)帳支票授理VirementChequeTeachTheReason75

3.10信用卡托收的處理CreditCardCollection’smanage76

3.11點菜單傳遞的控制CaptainOrderTransferControl77

3.12帳單傳遞BillTransferProcedures78

3.13貨幣傳遞控制CurrencyTransferControl79

3.14客人離店時間的控制GuestDepartureTimeControl80

3.15房租減免的內(nèi)部控制RentDeratingInsideControl81

3.16營業(yè)點帳單建立OutletsBillFound82

3.17營業(yè)點帳單結(jié)帳OutletsBillCheck-out83

3.18信用卡授權程序CreditCardAccredit84

3.19散客簽字消費FITSigningConsume85

3.20單位,團隊簽字轉(zhuǎn)帳Unit&GroupSigningTransferAccount86

3.21營業(yè)發(fā)票使用BusinessInvoiceUseing87

3.22審核營業(yè)點帳款AuditOutletsAccount88

3.23審核前廳帳款AuditFrontOfficeAccount89

3.24編制營業(yè)日報表WorkoutBusinessDayStatement90

3.25夜間稽核工作NightAuditJob91

3.26信貸政策CreditPolicy92

3.27預算編制程序BudgetWorkoutProcedures95

3.28應收款管理AccountsReceivableManage96

3.29收銀員管理OutletsCashierManage97

3.30出納員管理CashierManage98

3.31審計員管理AuditorManage100

3.32現(xiàn)金管理CashManage101

3.33總出納管理GeneralCashierManage103

3.34采購部管理StockingManage104

3.35物資采購申請GoodsStockApplication106

3.36采購報價,確認StockQuotedPrice&Confirm107

3.37采購審批StockExamine&Approve108

3.38采購物品的結(jié)算StockGoodsBalanceofaccounts109

3.39提貨工作程序PickUpTheGoodsJobProcedures110

3.40物品驗收程序GoodsReceiving111

3.41采購方式及有關程序StockWay&Procedures112

3.42倉庫的收,發(fā)及盤存StoreroomAccepting,SendOut,Inventory120

3.43食品和飲料存貨-定價,標志與貯藏F&BStock:price,Sign&Store122

3.44食品和飲料存貨-發(fā)貨,申請領貨F&BStock:SendOut&Application124

3.45食品和飲料存貨-標準存貨F&BStock:Standard126

3.46食品和飲料存貨-實地盤存F&BStock:On-The-SpotInventory128

3.47食品成本控制程序FoodCostControl130

3.48食品標準成本卡制作FoodStandardCostCardExecution131

3.49食品標準成本計算FoodStandardCostAccount132

3.50食品標準成本核算FoodStandardCostCheck133

3.51餐飲公關費用F&BPublicrelationsCost134

3.52菜肴的產(chǎn)銷核對MenuProduce&SellCheck135

3.53酒水標準成本制作BeverageStandardCostCheck136

3.54飲料成本控制BeverageCostControl137

3.55飲料銷售還原表建立BeverageSaleRevertFormFound138

3.56餐飲成本日報表編制F&BCostDayStatementWorkout139

3.57鮮活食品價格的制訂FreshFoodPriceWorking-Out140

3.58干貨水果等驗收DriedFood&FruitEtcReceiving141

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

3.60應付款管理AccountsPayableManage143

3.61薪金會計管理PayrollAccountantManage144

第四章財務部各類運轉(zhuǎn)表格145

OPERATIONLISTOFFINDEPT

第四編:前廳部

Ⅳ,FRONTOFFICEDEPT

第一章前廳部組織結(jié)構圖

ORGANIZATIONCHART1

第二章前廳部崗位職責

POSITIONRESPONSIBILITIESOFF.ODEPT2-23

2.1前廳部經(jīng)理F.OManager2

2.2前廳部秘書F.OSecretary3

2.3大堂副理AssistantManager4

2.4前臺接待經(jīng)理ReceptionManager6

2.5前臺接待員Receptionist7

2.6預訂員ReservationClerk9

2.7總機督導OperatorCaptain11

2.8總機話務員Operator12

2.9首席禮賓司ChiefConcierge13

2.10迎賓員Doorman14

2.11行李員Bellman16

2.12商務中心督導B.CCaptain17

2.13商務中心文員B.CClerk18

2.14商場經(jīng)理GiftShopManager20

2.15商場員工Seller21

2.16醫(yī)務室醫(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前臺接待經(jīng)理ReceptionManager27

3.1.4總機/商務中心督導Operator/B/CCaptain29

3.1.5首席禮賓司ChiefConcierge30

3.1.6預定員Preservationist31

3.1.7前臺接待Receptionist32

3.1.8禮賓員Concierge35

3.1.9商場員工Seller36

3.1.10總機話務員Operator37

3.1.11商務中心文員B/CClerk39

第二節(jié)前臺程序與標準

F.OStandardOperationProcedure40-73

3.2.1受理電話預訂RoomReservationbyCalling40

3.2.2傳真,信函訂房RoomReservationbyFax,Letter41

3.2.3來店預訂操作RoomReservationontheSpot42

3.2.4變更預訂的處理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團隊入住GroupCheck-in49

3.2.9團隊離店GroupCheck-out50

3.2.10長住客人接待服務Long-stayingGuestsService51

3.2.11更換長住客人房卡Long-stayingGuestsRoom-keyChange52

3.2.12賓客推遲離店DelayCheck-out53

3.2.13處理雙鎖門,開雙鎖門RoomDoubleLock54

3.2.14貴重物品寄存HandingSafeDepositChanging55

3.2.15調(diào)換房間/調(diào)整價格Room/RateChanging56

3.2.16處理折扣HandletheRebateChanges58

3.2.17房間異常報告處理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客房沒有準備好RoomnotReadyonArrival63

3.2.21處理賓客留言Messagehandling64

3.2.22查詢客人房號RoomNumberInquire65

3.2.23總臺物品轉(zhuǎn)送Guest’sArticlesSend/Transfer66

3.2.24VIP信息更改VIPinformationChange68

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SetupGuest’sHistory73

第三節(jié)大堂副理程序與標準

AssistantManagerStandardOperationProcedure74-84

3.3.1貴賓入住VIPCheck-in74

3.3.2接待重要團隊賓客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處理賓客房門鎖失靈RoomlockOutOfOrderHandling81

3.3.7突發(fā)事件的處理步驟Urgent/AccidentHandling82

3.3.8處理賓客拒付電話費HandlingtheRefusaltoPaymentforTelephone84

第四節(jié)禮賓部程序與標準

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誔ublicAreaPagingService97

3.4.6客人行李寄存服務Guest’sLuggageStoreService98

3.4.7提供出租車服務CarRentalService99

3.4.8委托代辦服務ConciergeService100

3.4.9資料收集及整理DataCollectandArrange101

第五節(jié)總機程序與標準

OperationStandardOperationProcedure103-110

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

3.5.2處理直撥長途電話LongDistanceCallService104

3.5.3前廳部總機免打擾服務DoNotDisturbCallService105

3.5.4叫醒服務Wake-upService106

3.5.5電話咨詢服務TelephoneInformationService107

3.5.6電話尋人服務PagingServicebyTelephone108

3.5.7發(fā)布天氣報告WeatherForecastService109

3.5.8話務臺維護與保養(yǎng)MaintenanceofA.B.EEquipment110

第六節(jié)商務中心程序與標準

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TapingService114

3.6.4復印服務CopyingService115

3.6.5代辦快件MailExpressService116

3.6.6提供翻譯服務TranslationService117

3.6.7提供文件裝訂服務BindingService118

3.6.8提供電話服務PublicTelephoneService119

3.6.9商務中心設備維護及保養(yǎng)MaintenanceofBCEquipment120

第七節(jié)商場程序與標準

GiftShopStandardOperationProcedure121-124

3.7.1零售商品進貨制度StockwithGoods121

3.7.2商場換貨服務HowtoHandlingGuestChangingGoods122

3.7.3售后服務AfterSaleService123

第四章前廳部各項管理制度

MANAGEMENTSYSTEMOFF.ODEPT125-147

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

4.2前廳部各崗位規(guī)章制度TheF.ODeptRegulationSystem129

4.3總臺考核條例EvaluationRulesofFrontDesk133

4.4禮賓部考核條例EvaluationRulesofConcierge136

4.5商場考核條例EvaluationRulesofGiftShop139

4.6商務中心考核條例EvaluationRulesofBusinessCenter144

4.7總機考核條例EvaluationRulesofOperator146

第五章前廳部各部門運轉(zhuǎn)表格

OPERATIONLISTOFF.ODEPT148-185

第五編:管家部

Ⅴ,HOUSEKEEPINGDEPT

第一章管家部組織結(jié)構圖1

ORGANIZATIONCHART

第二章管家部崗位職責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FloorCaptain5

2.4樓層服務員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PublicAreaCaptain12

2.8公共區(qū)域服務員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LaundryCaptain17

2.13干洗工DryCleaner18

2.14大濕洗工Washer-LargeItems20

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飲料管理Controllingwine&Beverage31

3.3樓層服務員RoomAttendant32-53

3.3.1樓層鑰匙領用和保管Pickingup&KeepingRoomKey32

3.3.2開酒水帳單FillinginWine&BeverageBill33

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

3.3.4客用品領用,存放Applicationof&KeepingItems35

3.3.5客人要求開門HandlingRequestforOpeningtheDoor36

3.3.6引領客人進房GreetingtheGuests37

3.3.7報交遺留物品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-downService41

3.3.11開房門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重點賓客進房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吸塵器使用和保養(yǎng)Using&MaintainingVacuumCleaner52

3.3.21處理意外損壞賓客物品DealingwithDamagingGuests’Articles53

3.4客房清掃員RoomCleaner54-59

3.4.1整理工作車CleaningupMaid’sCart54

3.4.2打掃住客房MakingupOccupiedRoom55

3.4.3清掃衛(wèi)生間MakingupWashingRoom57

3.4.4工作車擺放Maid’sCartSetting58

3.4.5空房清掃MakingupVacantRoom59

3.5客房中心服務員HousekeepingCenterAttendant60-64

3.5.1核對未進店客房報告CheckingNo-showRoomReport60

3.5.2核對查房報告CheckingRoomReport61

3.5.3客用品的借用,登記和保管Item’sLoan/Registration/Keeping62

3.5.4接打內(nèi)部電話Receiving&MakingInsideCall63

3.5.5處理前臺報表DealingwithDept.Reports64

附錄:客房中心常備客用品清單64

Appendix:ListofItemsPreparedinHousekeepingCenter

3.6PA服務員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

3.6.6洗地毯（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CleaningElevator74

3.6.10清洗吸塵器CleaningVacuumCleaner75

3.6.11使用三合一抽洗機UsingWetVacuumCarpetExtractor76

3.6.12使用洗地機UsingCleanMarbleMachine77

3.6.13使用吸水機UsingWet&DryVacuumCleaner78

3.6.14使用高速拋光機UsingUltraHighSpeedMachine79

3.6.15清潔玻璃PolishtheWindow-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客人醉酒嘔吐處理DealingwithDrunkGuests86

3.8制服收發(fā)員UniformDeliveryMaid87-97

3.8.1新制服申領,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清點臟制服CountingDirtyUniform90

3.8.5核對接收已清洗制服CheckingUniformCleaned91

3.8.6處理舊制服報損StepstoHandleUniformScraped92

3.8.7制服盤點InventoryingUniform93

3.8.8入店,離店人員領退制服Applingfor&ReturningUniformforStaff94

3.8.9制服收發(fā)員收尾FinishingWorkforUniformDeliveryMaid95

3.8.10縫補制服StepstoSewingUniform96

3.8.11縫紉機保養(yǎng)MaintainingSewingMachine97

3.9布草收發(fā)員LinenDeliveryMaid98-102

3.9.1交接布草TakingOverlinen98

3.9.2布草領用ApplicationofLinen99

3.9.3交接餐飲,康樂織品TakingoverF&BandH&RDeptLinen100

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

3.9.5布草盤點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客衣服務員GuestClothesDeliveryMaid106-114

3.11.1收包CollectingClothes106

3.11.2點數(shù)CountingClothes107

3.11.3打碼MarkingonClothes108

3.11.4疊衣FoldingClothes109

3.11.5裝包PackingClothes110

3.11.6送衣SendingClothes111

3.11.7處理遺留物品DealingwithPropertiesLeftbyGuests112

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UsingWashed-largeItemsMachine116

3.12.3使用烘干機UsingDryMachine117

3.13小濕洗工Washer-smallItems118-123

3.13.1開機準備PreparationofTurningonMachine118

3.13.2客衣檢查,分類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UsingWashed-SmallItemsMachine123

3.14平燙工FlatWorkIronerTurningon124-127

3.14.1開機準備PreparationofTurningonMachine124

3.14.2熨燙口布,枕套IroningNapkin&Pillow-case125

3.14.3熨燙布草（床單,臺布）IroningLinen126

3.14.4使用大燙機UsingFlatIroningMachine127

3.15手燙工Presser128-133

3.15.1崗位準備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UsingDry-cleaningMachine134

3.16.2使用人像機UsingModelMachine135

3.17布草折疊工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RegulationonCaringforIllGuests143

4.7客人醉酒處理制度CaringforDrunkGuestsRegulation144

4.8客人攜帶寵物和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來訪人員登記制度VisitorRegistrationRegulation147

4.11督導查房制度CaptainInspectingRoomRegulation148

4.12洗滌房管理制度LaundryManagementRegulation150

4.13樹木花卉管理制度Plants&FlowersManagementRegulation151

4.14草地保養(yǎng)管理制度LawnManagementRegulation152

第五章管家部運轉(zhuǎn)表單153-188

OPERATIONLISTOFH.KDEPT.

第六編:餐飲部

Ⅵ,FOOD&BEVERAGEDEPT

第一章餐飲部組織結(jié)構圖1

ORGANIZATIONCHAT

第二章餐飲部各崗位職責2-39

POSITIONRESPONSIBILITIESOFF&BDEPT

2.1餐飲部經(jīng)理F&BDept.Manager2

2.2秘書Secretary4

2.3中菜部經(jīng)理ChineseRestaurantManager7

2.4中餐廳督導ChineseRestaurantCaptain9

2.5中餐引座員ChineseRestaurantHostess10

2.6中餐廳服務員ChineseRestaurantWaiter/Waitress11

2.7宴會廳督導BanquetHallCaptain12

2.8宴會廳服務員BanquetHallWaiter/Waitress14

2.9宴會預訂員BanquetReservationClerk15

2.10備餐間督導PantryCaptain16

2.11傳菜員BussBoy17

2.12管事部督導StewardingCaptain18

2.13管事部倉庫保管員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CafeteriaCaptain24

2.17扒房督導GrillCaptain27

2.18西菜部引座員WesternRestaurantHostess30

2.19咖啡廳,扒房服務員Cafeteria&GrillWaiter/Waitress32

2.20酒吧督導BarCaptain34

2.21酒吧吧員Bartender36

2.22大堂吧服務員LobbyBarman/Barmaid38

第三章餐飲部各崗位工作程序40-204

STANDARDOPERATIONPROCEDUREOFF&BDEPT

3.1著裝到崗Grooming40

3.2中菜部督導ChineseRestaurantCaptain41

3.3中菜部引座員ChineseRestaurantHostess49

3.4中餐零點服務ChineseA-La-CartService55

3.5宴會服務BanquetService72

3.6大宴會廳餐前準備BanquetHallMis-en-place84

3.7中餐宴會服務ChineseBanquetService87

3.8會議服務ConferenceService89

3.9管事部督導StewardingCaptain95

3.10倉庫管理員StewardingStoreAttendant102

3.11洗滌工StewardingDishwasher/Cleaner112

3.12西菜部引座員WesternRestaurantHostess143

3.13西菜部服務員WesternRestaurantWaiter/Waitress148

3.14西餐服務WesternFoodService174

3.15訂單員訂單服務OrderTaker177

3.16送餐員RoomServiceWaiter/Waitress178

3.17調(diào)酒員Bartender188

3.18托盤使用TrayServing195

3.19布草更換LinenChanging195

3.20玻璃器皿清擦GlasswarePolishing196

3.21瓷器拋光ChinawarePolishing196

3.22刀具拋光CutleryPolishing197

3.23促銷工作SalesPromotionSkills197

3.24上錯菜HandlingWrongOrder198

3.25臟盤子撤下CleaningSoiledPlates199

3.26為客人點煙LightingACigarette199

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UsingTheBreadToaster201

3.30清理,補充工作臺Cleaning&ReplenishingASideBoardStation201

3.31處理客人投訴HandlingAGuestComplaint202

3.32征詢客人滿意CheckingOnGuestSatisfaction202

3.33撤換刀具CutleryRemoving203

3.34使用咖啡機UsingACoffeeMachine204

第四章廚房各崗位職責205-233

POSITIONRESPONSIBILITIESOFKITCHEN

4.1行政總廚ExecutiveChef205

4.2中廚房廚師長ChineseKitchenHeadChef207

4.3中廚房點心督導PastryCaptain208

4.4中廚房點心廚師PastryCook209

4.5粗加工督導PrimaryProcessingCaptain210

4.6粗加工廚師VegetableProcessor&Butcher211

4.7爐灶督導StoveCaptain212

4.8爐灶廚師StoveCook214

4.9燒味督導B.B.Q.Captain215

4.10燒味廚師B.B.Q.Cook216

4.11冷菜督導ColdFoodCaptain217

4.12冷菜廚師ColdFoodCook218

4.13打荷督導AssistantCaptain219

4.14打荷廚師AssistantCook220

4.15蒸灶督導SteamCaptain222

4.16蒸灶廚師SteamCook223

4.17切配督導ChopperCaptain224

4.18切配廚師Chopper225

4.19西廚房廚師長WesternKitchenHeadChef226

4.20凍房督導ColdFoodCaptain227

4.21凍房廚師ColdFoodCook228

4.22熱廚房督導HotFoodCaptain229

4.23熱廚房廚師HotFoodCook230

4.24初加工,切配廚師VegetableProcessor&Butcher231

4.25包餅房督導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肉類加工MeatProcessing234

5.3水產(chǎn)加工MarineLivesProcessing235

5.4禽類加工PoultryProcessing236

5.5原料訂貨MaterialOrder237

5.6上漿工作StarchProcessing238

5.7料頭準備CondimentPreparing238

5.8處理菜點退回廚房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點心制作Pastry242

5.14冷菜制作ColdFood243

5.15水果盤制作FruitCombination243

5.16凍房督導ColdFoodCaptain244

5.17凍房廚師ColdFoodCook245

5.18熱廚督導HotFoodCaptain246

5.19熱廚廚師HotFoodCook247

5.20初加工,切配廚師VegetableProcessor&Butcher248

5.21包餅房督導BakeryCaptain249

5.22包餅房廚師Baker250

5.23廚房衛(wèi)生清潔KitchenHygiene251

5.24廚房庫存盤點WarehouseofKitchenInventory251

5.25廚房鑰匙控制KeyofKitchenUnderControl252

5.26廚房倉庫領貨控制TakingGoodsFromWarehouseofKitchen252

第六章餐飲部管理制度253-263

ADMINISTERSYTTEMOFF&BDEPT

6.1訂單Order253

6.2休假Vacation254

6.3物資調(diào)撥MaterialAllot255

6.4物品領用審批及驗收ArticleReceiving&Approved256

6.5公關客人接待PublicRelationsReception257

6.6員工培訓StaffTraining258

6.7會議Conference258

6.8服務質(zhì)量檢查ServiceQualityInspecting259

6.9酒吧酒水盤存BeverageInventory259

6.10酒吧酒水申領BeverageTaking260

6.11銀器SilverWare260

6.12管事部庫房貯發(fā)StewardingStocked261

6.13餐廳交接班ShiftChanging261

6.14餐廳紀律RestaurantDiscipline262

6.15棉織品控制LinenControl262

6.16廚房食品保藏FoodKeepInStore263

第七章餐飲部運轉(zhuǎn)表格264

OPERATIONLISTOFF&BDEPT

第七編:康體娛樂部

Ⅶ,RECREATIONDEPT第一章康體娛樂部組織結(jié)構圖1

ORGANIZATIONCHART

第二章康體娛樂部各崗位職責2

POSITIONRESPONSIBITIESOFH&RDEPT

2.1康體娛樂部經(jīng)理H&RDEPTManager2

2.2康體娛樂部秘書H&RDEPTSecretary3

2.3夜總會督導NightClubCaptain5

2.4夜總會音響師NightClubDJ6

2.5康體中心督導HealthCenterCaptain7

2.6康體中心員工HealthCenterAttendant8

2.7桑拿中心督導SaunaCenterCaptain9

2.8桑拿中心迎賓員SaunaCenterHostess10

2.9夜總會,桑拿酒吧服務員NightClub&SaunaBarAttendant11

2.10桑拿更衣室服務員SaunaLockerAttendant12

2.11桑拿水池服務員(擦背技師)SaunaHealthTechnician13

2.12桑拿休息室服務員SaunaLoungeAttendant14

2.13游泳池督導SwimmingPoolCaptain15

2.14游泳池服務員SwimmingPoolAttendant16

2.15美容美發(fā)督導BeautySalonCaptain17

2.16美容美發(fā)師Cosmetologist18

2.17KTV督導KTVCaptain19

2.18KTV服務員KTVAttendant20

2.19戶外運動督導OutdoorSportsCaptain21

2.20戶外運動服務員OutdoorSportsAttendant22

2.21攀巖運動服務員Trend-wallAttendant23

第三章康體娛樂部各崗位工作程序24

STANDARDOPERATIONPROCEDUREOFH&RDEPT

3.1健身房工作程序FitnessCenter24

3.2臺球室工作程序BilliardRoom25

3.3棋牌室工作程序Chess&CardsRoom26

3.4乒乓球室工作程序Table-tennisRoom27

3.5保齡球室對客服務工作程序BowlingRoomService28

3.6網(wǎng)球場的工作程序TennisCourt29

3.7高爾夫球場工作程序GolfCourt30

3.8攀巖的工作程序Trend-wall31

3.9夜總會工作程序NightClub32

3.10夜總會營業(yè)前服務操作程Pre-openingService33

3.11夜總會營業(yè)間服務操作程序OpeningTimeService34

3.12夜總會營業(yè)后服務操作程序ClosingTimeService35

3.13音控室工作程序DJRoom36

3.14KTV包房工作程序KTVPrivateChamber37

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

3.16游泳池的服務工作程序SwimmingPoolService39

3.17桑拿浴室工作程序SaunaBathroom40

3.18按摩服務工作程序MassageService41

3.19夜總會,桑拿酒吧準備NightClub&SaunaBarPreparing42

3.20酒吧服務程序BarService43

3.21酒吧調(diào)酒員酒吧準備BartenderPreparing44

3.22酒吧調(diào)酒員領用酒水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酒水供應的工作程序Wine&BeverageSupplying48

3.26酒水報損的工作程序Wine&BeverageScrap49

3.27酒吧之間酒水調(diào)撥InterBarTransfer50

3.28酒水盤點的工作程序Wine&BeverageInventory51

3.29冰箱使用的工作程序RefrigeratorUsing52

3.30結(jié)賬服務程序Check-out53

第四章康體娛樂部管理制度54

MANAGEMENTSYSTEMOFH&RDEPT

4.1設施設備管理制度Equipment&Facilities54

4.2安全與事故處理制度Safety&AccidentDealing55

4.3部門例會管理制度DepartmentRegularMeeting56

4.4各項目例會管理制度SectionRegularMeeting57

4.5康體項目管理制度HealthCenter58

4.6夜總會管理制度NightClub59

4.7桑拿浴室管理制度SaunaBathroom60

4.8美容美發(fā)廳服務管理制度BeautySalon61

4.9部門安全防范制度DepartmentSafetyPrevention62

4.10游泳池管理制度SwimmingPool63

4.11KTV包房服務管理制度KTVPrivateChamber64

4.12夜總會,桑拿酒吧衛(wèi)生NightClub&SaunaBarHygiene65

4.13戶外運動管理制度OutdoorSports66

4.14康體中心衛(wèi)生管理制度HealthCenterHygiene67

4.15娛樂中心衛(wèi)生管理制度RecreationCenterHygiene68

4.16戶外運動衛(wèi)生管理制度OutdoorSportsHygiene69

第五章康體娛樂部內(nèi)部運轉(zhuǎn)表格70-80

INTERIOROPERATIONLISTOFH&RDEPT

第八編:人力資源部

Ⅷ,HUMANRESOURCEDEPT

第一章人力資源部組織結(jié)構圖1

ORGANIZATIONCHART

第二章人力資源部崗位職責2-16

POSITIONRESPONSIBILITIESOFH.RDEPT

2.1人力資源部總監(jiān)DirectorofHumanResource2

2.2人事主任Personnelofficer3

2.3勞資主任Laborandpayrollsupervisor5

2.4培訓主任Trainingofficer6

2.5秘書Secretary7

2.6后勤主任LogisticalSupervisor9

2.7員工餐廳廚師長StaffRestaurantChef10

2.8員工餐廳副廚師長AssistantChefofStaffRestaurant11

2.9員工餐廳廚師（工）StaffRestaurantCook12

2.10員工餐廳洗滌工StaffRestaurantDishWasher13

2.11員工宿舍督導StaffDormitoryCaptain14

2.12員工后勤管理員RearServiceAttendant15

第三章人力資源部操作程序17-36

STANDARDOPERATIONPROCEDUREOFH.RDEPT

3.1定崗定編Staffinglevels17

3.2人員招聘Staffingemploy18-19

3.3員工入店On-the-job20

3.4員工試用期轉(zhuǎn)正Probationturntobeindueform21

3.5任免,調(diào)整審報Appoint&remove,examine&approve22

3.6員工辭職/離店Staffdemission/leave.23

3.7員工請假Staffaskoff24

3.8員工就醫(yī)Staffhospitalize25

3.9工傷處理Woundofjob26

3.10員工違紀處理DisciplinePunishment27

3.11員工獎勵Rewarding28

3.12員工檔案管理Stafffilemanaging29

3.13員工加班申請Applicationforovertime30

3.14餐館宴會鐘點工使用UsingcasuallaborF&Bbanquet31

3.15評選月優(yōu)秀員工Monthlyappraisingexcellencestaff32

3.16年度培訓計劃和預算的制定Fortrainingbudget33

3.17有關培訓表格的使用Usingoftrainingforms34

3.18新員工入店培訓Jobtraining35

3.19員工入住宿舍/倒班宿舍Staffaccommodation36

第四章人力資源部管理制度37-70

MANAGEMENTSYSTEMOFH.RDEPT

4.1人事Personnel37-41

4.2考勤Attendance42-43

4.3請假Askforleave44-47

4.4違紀處理Disciplinepunishment48

4.5員工證和名牌Staffcardandnameplate49

4.6員工福利待遇Welfaretreatment50

4.7員工醫(yī)療Medicaltreatment51

4.8員工計劃生育Familyplanning52

4.9實習生Trainee53

4.10培訓Training54-62

4.11員工宿舍Staffdormitory63-64

4.12員工更衣柜及鑰匙Lockerandkey65

4.13員工更衣室ChangingRoom66

4.14員工活動室Rearservice67

4.15員工餐廳Staffrestaurant68

4.16員工餐廳就餐Staffdining69

4.17員工浴室Showerroom70

第五章人力資源部各類表格

OPERATIONLISTOFH.RDEPT

第九編:行政保安部

Ⅸ,EXECUTIVE&SECURITYDEPT

第一章行政保安部組織結(jié)構圖1

ORGANIZATIONCHART

第二章行政保安部各崗位職責2-13

POSITIONRESPONSIBILITYOFE.S.DEPT

2.1行政保安部經(jīng)理崗位職責Manager2-3

2.2行政保安部秘書崗位職責Secretary4

2.3行政保安部車隊長崗位職責ChiefofDrivers5

2.4行政保安部主任崗位職責Supervisor6-7

2.5保安督導崗位職責Captain7-8

2.6保安員崗位職責SecurityGuard8-12

2.7綜合監(jiān)控中心（監(jiān)控員）崗位職責T.VMonitor13

第三章行政保安部各崗位工作程序14-33

STANDARDOPERATIONPROCEDUREOFE.S.DEPT

3.1鑰匙收發(fā)程序KeyManagement14

3.2對講機收發(fā)程序Two-wayRadioManagement15

3.3接受火警電話報查工作程序ReceivingEmergencyCall16

3.4監(jiān)控工作程序TV.Monitor17

3.5門衛(wèi)工作程序