五星级酒店《酒店全面质量管理手册》 .doc

garden is larger than joes. bill works harder than joe and grows more flowers and vegetables, but joes garden is more interesting. he has made neat paths and has built a wooden bridge over a pool. i like gardens too, but i do not like hard work. every year i enter for the garden competition too, and i always win a little prize for the worst garden in the town!lesson 9 a cold welcome 冷遇on wednesday evening, we went to the town hall. it was the last day of the year and a large crowd of people had gathered under the town hall clock. it would strike twelve in twenty minutes time. fifteen minutes passed and then, at five to twelve, the clock stopped. the big minute hand did not move. we waited and waited, but nothing happened. suddenly someone shouted, its two minutes past twelve! the clock has stopped! i looked at my watch. it was true. the big clock refused to welcome the new year. at that moment everybody began to laugh and sing.lesson 10 not for jazz 不适于演奏爵士乐we have an old musical instrument. it is called a clavichord(翼琴). it was made in germany in 1681. our clavichord is kept in the living-room. it has belong to our family for a long time. the instrument was bought by my grandfather many years ago. recently it was damaged by a visitor. she tried to play jazz on it! she struck the keys too hard and two of the strings were broken. my father was shocked. now we are not allowed to touch it. it is being repaired by a friend of my fathers.lesson 11 one good turn deserves another 礼尚往来i was having dinner at a restaurant when harry steele came in. harry worked in a lawyers office years ago, but he is now working at a bank. he gets a good salary, but he always borrows money from his friends and never pays it back. harry saw me and came and sat at the same table. he has never borrowed money from me. while he was eating, i asked him to lend me &2. to my surprise, he gave me the money immediately. i have never borrowed any money from you, harry said, so now you can pay for my dinner!lesson 12 goodbye and good luck 再见，一路顺风our ncighbour, captain charles alison, will sail from portsmouth tomorrow. we shall meet him at the harbour early in the morning. he will be in his small boat, topsail.tapsail is a famous little boat. it has sailed across the atlantic many times. captain alison will set out at eight oclock so we shall have plenty of time. we shall see his boat and then we shall say good-bye to him. he will be away for two months. we are very proud of him. he will take part in an important race across the atlantic.lesson 13 the greenwood boys 绿林少年the greenwood boys are a group of popular singers. at present, they are visiting all parts of the country. they will be arriving here tomorrow. they will be coming by train and most of the youngpeople in the town will be meeting them at the station. tomorrow evening they will be singing at the workers club. the greenwood boys will be staying for five days. during this time, they will give five performances. as usual, the police will have a difficult time. they will be trying to keep order. it is always the same on these occasions.lesson 14 do you speak english? 你会讲英语吗？i had an amusing experience last year. after i had left a small village in the south of france, i drove on to the next town. on the way, a young man waved to me. i stopped and he asked me for a lift. as soon as he had got into the car, i said good morning to him in french and he replied in the same language. apart from a few words, i do not know any french at all. neither of us spoke during the journey. i had nearly reached the town, when the young man suddenly said, very slowly, do you speak english? as i soon learnt, he was english himself!lesson 15 good news 佳音 the secretary told me that mr. harmsworth would see me. i felt very nervous when. i went into his office. he did not look up from his desk when i entered. after i had sat down, he said that business was very bad. he told me that the firm could not afford to pay such large salaries. twenty people had already left. i knew that my turn had come. mr. harmsworth, i said in a weak voice. dont interrupt, he said. then he smiled and told me i would receive an extra &100 a year!lesson 16 a polite request 彬彬有礼的要求if you park your car in the wrong place, a traffic policeman will soon find it. you will be very lucky if he lets you go without a ticket. however, this does not always happen. traffic police are sometimes very polite. during a holiday in sweden, i found this note on my car: sir, we welcome you to our city. this is a no parking area. you will enjoy your stay here if you pay attention to our street signs. this note is only a reminder. if you receive a request like this, you cannot fail to obey it!lesson 17 always young 青年常驻my aunt jennifer is an actress. she must be at least thirty-five years old. in spite of this, she often appears on the stage as a young girl. jennifer will have to take part in a new play soon. this time, she will be a girl of seventeen. in the play, she must appear in a bright red dress and long black stockings. last year in another play, she had to wear short socks and a bright, orange-coloured dress. if anyone ever asked her how old she is, she always answers, my dear, it must be terrible to be grown up!lesson18 he often does this! 他经常干这种事！after i had had lunch at a village inn, i looked for my bag. i had left it on a chair beside the door and now it wasnt there ! as i was looking for it, the inn-keeper came in. did you have a good meal ? he asked. yes, thank you, i answered, but i cant pay the bill. i havent got my bag. the inn-keeper smiled and immediately went out. in a few minutes he returned with my bag and gave it back to me. im very sorry, he said my dog had taken it into the garden. he often does this.lesson19 sold out 票已售完the play may begin at any moment, i said. it may have begun already, susan answered.i hurried to the ticket-office. may i have two tickets please ? i asked.im sorry, weve sold out, the girl said.what a pity! susan exclaimed.just then, a man hurried to the ticket-office.can i return these two tickets? he asked.certainly, the girl said.could i have those two tickets please ? i asked.certainly, the girl said, but they are for next wednesdays performance.i might as well have them, i said sadly.lesson20 one man in a boat 独坐孤舟fishing is my favourite sport. i often fish for hours without catching anything. but this does not worry me. some fishermen are unlucky. instead of catching fish, they catch old boots and rubbish. i am even less lucky. i never catch anything-not even old boots. after having spent whole mornings on the river, i always go home with an empty bag. you must give up fishing! my friends say. its a waste of time. but they dont realize one important thing. im not really interested in fishing. i am only interested in sitting in a boat and doing nothing at all !lesson21 mad or not? 是不是疯了？aeroplanes are slowly driving me mad. i live near an airport and passing planes can be heard night and day. the airport was built during the war, but for some reason it could not be used then. last year, however, it came into use. over a hundred people must have been driven away from their homes by the noise. i am one of the few people left. sometimes i think this house will be knocked down by a passing plane. i have been offered a large sum of money to go away, but i am determined to stay here. everybody says i must be mad and they are probably right.lesson22 a glass envelope 玻璃信封my daughter, jane, never dreamed of receiving a letter from a girl of her own age in holland. last year, we were travelling across the channel and jane put a piece of paper with her name and address on it into a bottle. she threw the bottle into the sea. she never thought of it again, but ten months later, she received a letter from a girl in holland. both girls write to each other regularly now. however, they have decided to use the post-office. letters will cost a litt1e more, but they will certainly travel faster. lesson23 a new house 新居i had a letter from my sister yesterday. she lives in nigeria. in her letter, she said that she would come to england next year. if she comes, she will get a surprise. we are now living in a beautiful new house in the country. work on it had begun before my sister left. the house was completed five months ago. in my letter, i told her that she could stay with us. the house has many large rooms and there is a lovely garden. it is a very modern house, so it looks strange to some people. it must be the only modern house in the district.lesson24 it could be worse 不幸中之万幸i entered the hotel managers office and sat down. i had just lost &50 and i felt very upset. i left the money in my room, i said, and its not there now. the manager was sympathetic, but he could do nothing. everyones losing money these days, he said. he started to complain about this wicked world but was interrupted by a knock at the door. a girl came in and put an envelope on his desk. it contained &5o. i found this outside this gentlemans room she 酒店全面质量管理手册total quality management handbook目 录table of contents第一部分 质量检查管理总则first part of quality testing management general rule第一章 概述第二章 质量检查管理范畴第二部分 质量检查部second part of quality 检查部一、 概述二、 组织结构三、 质量检查部成员名单四、 质检部工作职责五、 质量检查工作程序六、 质量检查档案第三部分 员工稽查考核管理办法the third part of staff examines the inspection policing method第一章 总则第二章 考核方式第三章 连带责任第四章 赔偿第五章 奖励条例（公共部分）第六章 处罚条例（公共部分）第七章 业绩考评 第八章 申诉程序第九章 附则第四部分 各部门质量检查评审细则fourth parts of various departments quality testing appraisalregulation一、 管家部质量检查扣分细则 1、公共区域卫生检查扣分表 2、楼层客房卫生检查扣分表二、 餐饮部质量检查扣分细则三、 娱乐部质量检查扣分细则四、 康乐部质量检查扣分细则五、 前厅部质量检查扣分细则六、 市场营销部质量检查扣分细则七、 人力资源部质量检查扣分细则八、 工程部质量检查扣分细则九、 财务部质量检查扣分细则十、 保安部质量检查扣分细则十一、行政办质量检查扣分细则附： attaches:一、 质量检查日报表二、 宾客投诉日报表三、 qc分析报告四、 整改通知书五、 质检周报质量检查管理总则quality testing management general rule第一章 概 述first chapter outline第一条 为提高酒店经营管理水平，完善管理与服务规范，提高工作效率，树立企业形象，依据本酒店相关管理制度、规定及文件，制定本规则。第二条 凡酒店经营范围内设备、设施、物料、工作、服务、管理中所存在及产生的质量考核适用本规则。第三条 质量检查的任务与宗旨在于：力求使工作、管理、服务规范化，制度化，科学化；达到一流的技艺，一流的效率，一流的效果；成为名符其实的五星级酒店典范。第二章 质量检查管理范畴second chapter quality testing management category第四条 质量检查以酒店管理规章、制度、规定以及文件、行政会议所确立的质量标准为依据，进行检查、评定。第五条 检查员工仪容仪表、待人接物礼貌礼节、精神面貌及行为举止规范。第六条 检查员工工作态度、服务规范、服务程序、工作效率以及宾客评议等。第七条 检查设备、设施、物料等物品的使用、管理、维护、保养的质量状况。第八条 检查环境、卫生质量状况。第九条 检查消防、安全、保卫、保密质量状况。第十条 检查各项交办工作的实施进度、完成情况。质量检查部second part of quality 检查部一、概述first, outline服务质量是酒店的生命，是关系酒店兴衰成败的关键，而质量管理则是保证酒店高质量服务的重要手段。酒店设立质量检查部，其任务和宗旨就是协助部门按照五星级标准实施经营管理，实现全面优质服务。二、组织结构second, organizational structure根据酒店目前经营管理现况，质量检查部全部以兼职质检员方式，设质检组长及数名质检员，由各部门责任心强、原则性强，不怕打击报复的管理人员经高层办公会议讨论确定。质量检查部直接对总经理负责。三、质量检查部成员名单third, quality 检查部 member name list质检组长：质检员：另行发文成立质检小组 四、质检部工作职责：fourth, quality testing department work responsibility: 1、全面检查和评审酒店的服务质量情况，督导各部门管理质量、服务质量和卫生质量的整改、落实、提高；2、建立并实施三级督导检查系统，采用常规检查、抽查、专项检查、夜查和暗查的方式，每天按酒店统一质量标准进行检查，检查结果随时通报总经理、人力资源部及相关部门经理（总监），同时记入质检日报表； 3、每日收集和整理客人意见反馈表，eod值班记录，对反映的问题进行分析，提出相关整改意见，第二天早晨报送总经理；得到明确答复后，向相关部门下整改通知书，并跟进落实整改事宜；4、每周进行一次全面检查，每周四下午4：00进行一周质检汇总、评审、qc分析会议。5、每周一期质检周报，内容包括：（1）员工奖惩明细（2）宾客投诉处理情况（3）eod发现问题、行政早会议定事项、总经理交办工作的完成情况（4）员工投诉处理情况（5）qc分析报告；6、建立、健全酒店质量管理和督导检查档案，采用科学管理手段，按日、周、月建立数据档案，对质量方面的重大事故拟出专题案例报告，上报酒店管理高层，部分案例需作为培训资料交人力资源部存案。五、质量检查工作程序fifth, quality testing working routine1、发现问题主要从六个方面着手：（1）服务态度和仪容仪表；（2）设备设施完好程度；（3）物料供应（包括信息资料）的保证；（4）服务方法（包括服务方式、程序、规范、技能技巧等）；（5）环境（包括酒店环境和工作环境）；（6）安全（包括酒店信息、资料）保障。2、分析问题产生原因从五个方面进行分析：人的因素、设施因素、环境因素、方法因素、材料因素。3、找出主要影响因素4、制定解决问题的措施计划：5w1h即：why：为什么制定此项措施；what：解决什么问题，达到什么目的；where：在什么地方采取这一措施；who：由谁或哪个部门具体执行；when：每项措施开始及完成的时间；how：执行和完成措施的方式。5、严格执行计划6、检查计划执行进度7、总结经验，实施标准化，形成规范与制度，正确的坚持推广，失败的及时修订完善，防止同样的问题再次发生；8、提出遗留问题，做出下阶段改正计划方案。六、质量检查档案sixth, quality testing file1、为确保质检的严肃性，有案可查，必须建立质检档案。2、质检档案记载员工及部门经理违纪行为的时间、地点、内容、处罚和改正情况。3、质检档案记载员工及部门经理的获奖励情况。 4、质检档案作为员工和部门经理晋升、晋级及业绩考评的重要依据。员工稽查考核管理办法the staff examines the inspection policing method第一章 总 则first chapter general rule第一条 制定考核管理办法的目的为了确保酒店岗位责任制的贯彻落实，强化内部管理，通过对员工实施酒店规章制度、岗位职责、操作规程的全面考核，创造内部管理良性的竞争机制和激励机制，制订本办法。第二条 制定考核管理办法的原则1、可操作性原则本办法各项实施细则力求具体、明确、可行。考核主要通过量化的奖、扣分形式进行。2、考核管理模式本稽查考核系统横向分三个口（1）本部门（2）归口职能管理部门（3）质检部；纵向分三层级（1）部门主管级（2）部门总监（经理）级（3）店级，总经理、副总经理、行政总值及质检部（员）代表总经理行使督导检查职权，以“谁主管，谁负责”的管理原则，实施层级管理。3、与经济利益挂钩的原则本考核办法将奖、罚分与当月工资直接挂钩，按奖、罚分数对当月工资执行同百分比数的增、减。4、与员工晋级、晋升，管理人员管理职责考核挂钩的原则本办法明确规定了员工包括各级管理人员，考核累计结果将与行政奖励、处罚相对应，与评优、晋级、晋升、降薪、降级、降职、辞退挂钩。 5、严格管理，一视同仁的原则制定本办法，是为了在酒店日常经营与管理工作中，从“严”字上下功夫，执法处事做到公平、公正、公开，实行在规章制度和考核办法面前人人平等的原则。第三条 制定考核办法的依据1、员工奖励条例（第五章）；2、员工违规处罚条例（第六章）；3、各部门岗位工作职责；4、各部门岗位操作规程；5、管理人员管理责任书；6、酒店其他管理规章制度。第四条 考核管理“三不放过”的实施原则1、对发现的问题没有搞清楚不放过；2、违纪人对错误没有认识不放过；3、问题没有最后处理结果不放过。第二章 稽查考核方式chapter two check the way of examining第二条 横向考核方式1、 本部门考核由部门内部管理人员组织实施，对员工及部门管理人员违纪违规行为实施奖、罚。部门经理（总监）有权对属下员工及基层管理人员实施即时处罚，开出扣罚单，交质检部登记、统计后，由人力资源部执行罚金。部门主管、领班有权对属下员工违规违纪行为实施即时处罚，开出扣罚单，交由部门经理（总监）签名后，交质检部登记、统计，由人力资源部执行罚金。扣罚单一式三联，第一联由人力资源部存员工个人档案；第二联由质检部存查、登记和统计；第三联由当事人所在部门收存。2、 归口职能部门考核由职能归口管理部门根据相关的规章制度对员工及管理人员实施考核。如人力资源部根据员工楼及员工餐厅有关管理规定对违规员工实施即时处罚；如保安部有权对违反酒店消防管理制度等行为对相关责任人实施即时处罚；由职能归口部门开具扣罚单，交由相关部门经理（总监）签认后，交质检部登记、统计，由人力资源部执行罚金。3、 质检部考核由质检员根据酒店相关奖、罚依据，对酒店全体员工包括管理人员应履行的岗位职责，应执行的操作规程以及应当遵守的规章制度（如劳动纪律、行为规范、语言规范、仪容仪表规范、工作质量等）等情况进行稽查，对当事人及相关责任人实施奖、罚。质检员可直接开具扣罚单，交由相关部门经理（总监）签认后，交质检部登记、统计，由人力资源部执行罚金。第三条 纵向考核1、部门主管级此级考核指部门领班、主管级对属下员工的考核。对象是员工本人。2、部门经理（总监）级此级考核处罚责任除当事人本人外，将同时界定当事人违纪违规责任归口之各级管理人员是否应承担连带责任，并做出相应扣罚。3、店级由总经理、副总经理、行政总值及质检部（员）代表总经理行使督导检查职权。此级考核处罚责任除当事人本人外，将同时界定当事人违纪违规责任归口之各级管理人员是否应承担连带责任，管理责任追究至副总经理。凡店级检查，违纪违规行为均可加重1-5倍从严处罚。发生下列情形，由质检部审查核实后，对部门管理责任人实施加倍处罚，并通报批评：（1）部门故意漏考；（2）故意隐瞒员工违纪违规事实或拒报的（不公开或不执行扣罚的）。第三章 连带责任chapter three joint liability第四条 与酒店实施层级管理，管理人员责、权、利对应原则相适应，本考核办法实行层级关联扣罚的连带方式。下级违规被扣罚，原则上需追究上级督导管理责任。第八条 连带责任扣分采用向上逐级对半递减的办法扣分，最小扣分额度为0.5分。第九条 连带责任的界定1、连带责任，指因上司培训、督导、管理不力导致下级违纪违规之情形。2、管理责任连带范围的界定（以员工违规为例）：（1）员工违纪违规属轻微过失的，连带责任追究至领班、主管；（2）员工违纪违规属较严重过失的，连带责任追究至领班、主管、直属经理；（3）员工违纪违规属严重过失的，连带责任追究至领班、主管、直属经理、部门经理、总监；（4）当确需扩大连带责任追究范围时，检查人应酌情请示相关上级后决定；（5）其他各级人员违纪违规连带责任的追究按以上方法类推；（6）连带责任实施实行层级负责制，由总经理决定在相应的责任事故中总经理是否应承担连带责任。3、部门月违纪违规率与部门第一负责人（部门经理或总监）的连带责任。（1）将部门月违纪违规率与部门第一负责人的管理责任挂钩。对部门当月未追究至部门第一负责人的员工违纪违规行为计算违纪违规率，若违纪违规率超过10%的，对部门第一负责人实行连带责任扣分。 （2）部门违纪违规率（v）=部门月违纪违规次数（a）/部门月末员工总数（b）其中a项中不计已对部门第一负责人执行过连带扣分的违纪行为次数。（3）扣罚幅度为：按超过10%的百分比数，同比扣减当月工资。第十条 管理人员不需承担连带责任行为的界定1、员工明知故犯违反酒店规章制度的，不追究其上司的连带责任；2、员工已明确自己的岗位职责而未能履行，且被上司及时发现、指出、批评、扣罚的，不追究其上司的连带责任；3、 员工已明确岗位操作规程而明知故犯，且被上司及时发现、指出、批评、扣罚的，不追究其上司的连带责任；4、 员工因不满上司的工作安排，或因个人情绪原因，故意违规，以达到其报复的目的且上司并无过错时，不追究其上司的连带责任；5、 员工因个人不满发泄情绪，为达到报复酒店或他人目的而故意实施的违纪违规行为，不追究其上司的连带责任；6、由酒店“连带责任界定小组”裁定的不负连带责任的其他情形；7、经总经理确认可免除连带责任之其他情形。第十一条 连带责任界定小组1、 职能：当员工违纪违规行为，其上级是否应承担连带责任难以界定或发生争议时，提交连交责任界定小组裁定；2、 职责：必须熟悉本办法，及时广泛调查，掌握情况，集体研究，按照连带责任实施的宗旨，本着公平、公正的原则，以认真、负责的态度提出裁定意见；3、 权限：有权对难以界定或发生争议的连带责任作终止性裁定，一经裁定，必须遵照执行；4、 连带责任界定小组成员：组长（由总经理指定）、质检组长、人力资源部经理组成。第四章 赔 偿chapter four compensation第十二条 员工因违反岗位职责、操作规程或酒店颁布之规章制度而造成直接经济损失的，除扣分处罚外，并由该员工赔偿经济损失（凡属酒店用于出售之商品一律以售价计算；凡不属于酒店出售物品一律以进货价计算）。第十三条 员工没有违反岗位职责、操作规程或酒店颁布之规章制度而造成了直接经济损失，员工不需赔偿，并不作扣分处罚。第五章 员工奖励条例chapter five staffs regulations of reward第十四条 奖励的原则：奖勤、奖优、奖创新、奖成果、奖效益、奖正气。第十五条 奖励类别及条例（一） 部门奖励1、凡符合以下情形，部门可酌情奖励1-10分：（1）工作积极主动，认真负责，任劳任怨，完成或超额完成本职工作，受到同事或领导好评者； （2）组织组织纪律性强，劳动态度好，有团结协作精神，保持良好的班前准备工作和交接班工作者； （3）服务态度优良，多次获得宾客表扬者； （4）努力学习业务知识，在部门岗位培训或酒店各类培训中成绩优异者； （5）品行兼优，技术精湛，精通业务，工作成绩显著者； （6）自觉控制部门成本及费用开支，取得明显效果者；（7）对部门经营、管理提出合理化建议，获得采纳并取得明显效果者；（8）有效防止宾客或酒店财物丢失，或千方百计使宾客或酒店遗失的物品归还原主者；（9）发现事故苗头，采取及时措施，有效地防止事故的发生或有效地控制事故蔓延者；（10）主动向部门管理人员反映其他员工不良行为、情绪或动态，有效阻止负面行为或事件的发生者。2、部门奖励适用对象：部门第一负责人以下各级管理人员及员工。3、奖金来源：部门奖励的奖金从本部截止当月积累的员工（8级及以下）违规违纪扣罚款中支出，不得超支。4、奖励评定方式：按一级对一级负责的方式，由各级管理人员向上提出对下级员工的奖励，最后由部门第一负责人审核签名确认，由部门填写一式三联的员工奖励通知书，交人力资源部审核批准后执行。（二）行政奖励凡符合以下情形之一者，由店方给予通报表扬及奖励，奖励分10-100分，事迹特别突出者，由总经理特批奖金，予以嘉奖：在酒店重要的接待工作或大型对外活动中，有突出表现，获得宾客赞誉，为酒店树立良好口碑者；有效地防止了宾客或酒店贵重物品或巨额款项的丢失，并尽力物归原主者（物品价值人民币5000元以上者）；对员工违纪、违法行为，敢于举报并积极配合查证工作，有效清除恶性事件发生隐患者；发明并获准向外推出新款服务或产品，取得宾客认可，创造可观经济效益或社会效益者；在酒店攻坚项目或设备、设施更新改造工作中有突出表现，取得显著成效者；以主人翁的态度关心酒店发展，对改革酒店管理，提高酒店服务质量有重大贡献者；刻苦钻研专业技术，不断提高服务技巧，并主动向员工同事交流学习传授，使整体服务质量有较大改观者；在酒店开展的“创优争先”“最佳员工”“岗位技能比赛”等各项活动中，被评为标兵、最佳员工、岗位能手等，按各项评比活动实施方案给予奖励；在危急关头挺身而出，全力保障国家、人民、宾客、酒店财产或生命安全者；在出现紧急情况或突发事件时，采取有效措施，制止了重大、恶性事故的发生或蔓延，使酒店免受重大经济损失者；获得国家、省、市级或上级业务部门嘉奖者。1、 行政奖励适用对象：酒店全体职员。2、 奖金来源：店方奖励，由财务直接以现金方式支出发放给受奖人。3、奖励评定方式：由部门将员工先进事迹以书面报告方式，连同员工奖励通知书一式三联，交人力资源部审核，呈报总经理批准后执行。（三）优秀管理人奖1、此奖项适用人员为部门第一负责人及总监、副总。由总经理本人亲自评定，于每月初由人力资源部开出员工奖励通知书，经总经理签名批准后，由财务部以现金方式支出发放给受奖人；2、评奖方式：每月一次。3、评核内容：（1）经营效益（2）管理规范（3）服务质量（4）员工纪律（5）员工培训；（6）创新成果等方面，考核管理人员对酒店所做出的贡献。同时参照评核对象当月奖、罚分情况做出评定。 4、奖金来源：原则上从酒店7级及以上管理人员累积扣罚金中支出，如有超出，经总经理批准同意，以行政奖金方式支出。第六章 员工违规处罚条例chapter six the staff punish the regulations in violation of rules and regulations第十六条 过失类别及处罚1、 轻微过失（扣1-5分）（1） 当班时未按要求佩戴工牌；（2） 当班时不着工服，仪容不整或工服着装不规范；（3） 无故迟到、早退；（4） 通过非员工通道进出酒店，不按规定路线行走；（5） 搭客梯或使用客用洗手间；（6） 擅自进入非职责所需的地区；（7） 当值时偷懒、窜岗或扎堆聊天；（8） 发现问题不及时向上级汇报；（9） 与同事发生工作纠纷在岗位上发泄不满情绪；（10） 在上司的正确督导下仍未能行使好岗位职责，掌握工作流程；（11） 在店内或当值时行为不检，如高声谈笑、勾肩搭背、嬉戏、粗口、收看电视或阅看书报；（12） 下班后或休假期间在酒店内游荡；（13） 当值时会见亲友及闲谈；（14） 当值时打私人电话；（15） 当班时嚼口香糖、吃零食，在非指定的地方进食或将食物带离员工餐厅；（16） 未能保持本人工作区域内的整洁卫生；（17） 在酒店内言谈举止粗俗不雅；（18） 随地吐痰，乱扔垃圾；（19） 利用工作时间处理私人事务；（20） 未经允许着制服离开酒