某别墅会所管理方案.doc

必修一Unit 1ANNES BEST FRIENDDo you want a friend whom you could tell everything to, like your deepest feelings and thoughts? Or are you afraid that your friend would laugh at you, or would not understand what you are going through? Anne Frank wanted the first kind, so she made her best friend. Anne lived in Amsterdam in Netherlands during Would War.Her family was Jewish so they had to hide or they would be caught by the German Nazi .She and her family hid away for nearly twenty-five months before they were discovered. During that time the only true friend was her diary. She said ,”I dont want to set down a series of facts in a diary as most people do ,but I want this diary itself to be my friend, and I shall call my friend Kitty .”Now read how she felt after being in the hiding place since July 1942.Thursday 15th June 1944Dear Kitty,I wonder if its because I havent been able to be outdoors for so long that Ive grown so crazy about everything to do with nature. I can well remember that there was a time when a deep blue sky, the song of the birds, moonlight and flowers could never have kept me spellbound. Thats changed since I was here.For example, one evening when it was so warm, I stayed awake on purpose until half past eleven in order to have a good look at the moon by myself. But as the moon gave far too much light, I didnt dare open a window. Another time five months ago, I happened to be upstairs at dusk when the window was open. I didnt go downstairs until the window had to be shut. The dark, rainy evening, the wind, the thundering clouds held me entirely in their power; it was the first time in a year and a half that Id seen the night face to face.SadlyI am only able to look at nature through dirty curtains hanging before very dusty windows. its no pleasure looking through these any longer because nature is one thing that really must be experienced.Your,AnneFriday, 10 July 1942When we arrived at Prinsengracht, we went quickly upstairs and the hiding place. We closed the door behind us and we were alone. Margot had come faster on her bicycle and already waiting for us. All the rooms were full of boxes. They lay on the floor and the beds. The little room was filled with bedclothes. We had to start clearing up at once, if we wished to sleep in comfortable beds that night. Mummy and Margot were not able to help. They were tired and lay down on their beds. But Daddy and I, the two “helper” of the family, started at once. The whole day we unpacked the boxes, filled the cupboards and tidied, until we were extremely tired. We did sleep in clean beds that night. We hadnt had any warm food to eat all day, but we didnt care. Mummy and Margot were too tired and worried to eat, and Daddy and I were too busy.FRIENDSHIP IN HAWAIIEvery culture has its own ways to show friendship. On the islands of Hawaii, friendship is part of the “aloha spirit”. In the language of the Hawaiians who first settled the islands long ago, aloha had a very special meaning. That is “to be with happiness”. Hawaiians believe that once somebody loves the land, they are ready to love their people or community. This is the second most import sign of friendship. It is called lokahi in Hawaiian language, which means “oneness with all people”. To enjoy the land you should not be selfish. The land is for everyone who lives on it. Today many different people call Hawaii their home. Indeed, Hawaii is a place where people make one big community from many smaller communities. Each person gives kokua (help) to other people so that all fell stronger. Its believed that the islands can be a paradise when the people live in peace. People are told that their actions should be as gentle as the wind that blows from the sea. When problems happen, people are asked to solve them with understanding. So when people of Hawaii talk about ohana (family), they are really talking about all those who live on the islands. Living in peace, Hawaiians have developed a third sign of friendship. This personal friendship is shown by giving leis to one another. The lie, a string of flowers, is put over a friends neck. Then the friend is given a kiss on cheek. Visitors to the islands are also given lies. When they hear aloha, visitors begin to feel at home. Aloha also means “goodbye”, so visitors will hear it again when they leave. It can also mean “our hearts singing together”. Perhaps this is how most visitors will remember their new friendship.Unit 2THE ROAD TO MODERN ENGLISHAt the end of the 16th century, about five to seven million people spoke English. Nearly all of them lived in England. Later in the next century, people from England made voyages to conquer other parts of the world and because of that, English begin to be spoken in many other countries. Today, more people speak English as their first, second or a foreign language than ever before. Native English speakers can understand each other even if they dont speak the same kind of English. Look at this kind of example: British Betty: Would you like to see my flat? American Amy: Yes. Id like to come up to your apartment. So why has English changed over time? Actually all languages change and develop when cultures meet and communicate with each other. At first the English spoken in England between about AD 450 and 1150 was very different the English spoken today. It was based more on German than the English we speak at present. Then gradually between about AD800 to 1150, English became less like germen because those who ruled England spoke first Danish and later French. These new settlers enriched the English language and especially its vocabulary. So by the 1600s Shakespeare was able to make use of a wider vocabulary than ever before. In 1620 some British settlers moved to American. Later in the 18th century some British people were taken to Australia too. English began to be spoken in both countries. Finally by the 19th century the language was settled. At that time two big changes in English spelling happened: first Samuel Johnson wrote his dictionary and later Noah Webster wrote The American Dictionary of the English Language. The latter gave a separate identity to American English spelling.English now is also spoken as a foreign or second language in South Asia. For example, India has a very large number of fluent English speakers because Britain ruled India from 1765 to 1947. during that time English became the language for government and education. English is also spoken in Singapore and Malaysia and countries in Africa such as South Africa. Today the number of people learning English in China is increasing rapidly. In fact, China may have the largest number of English learners. Will Chinese English develop its own identity? Only time will tell.STANDARD ENGLISH AND DIALECTSWhat is standard English? Is it spoken in Britain, the US, Canada, Australia, India and New Zealand? Believe it or not, there is no such thing as standard English. Many people believe the English spoken on TV and the radio is standard English. This is because in the early days of radio, those who reported the news were expected to speak excellent English. However, on TV and the radio you will hear differences in the way people speak. When people use words and expressions different from the “standard language”, it is called a dialect. American English has many dialects, especially the Midwestern, southern, African American and Spanish dialects. Even in some parts of the USA, two people from neighbouring towns speak a little differently. American English has so many dialects because people have come from all over the world. Geography also plays a part in making dialects. Some people who live in the mountains of the eastern USA speak with an older kind of English dialect. When Americans moved from one place to another, they took their dialects with them. So people from the mountains in the southeastern USA speak with almost the same dialects as people in the northwestern USA. The USA is a large country in which many different dialects are spoken. Although many Americans move a lot, they still recognize and understand each others dialects.THE OXFORD ENGLISH DICTIONARYYou may think that English dictionaries have been used for many, many centuries. The spelling of English has always been a problem but it was more of a problem in the days before a dictionary. Then people could spell word in different ways which you might find it interesting. But it made reading English much more difficult. So dictionaries were invented to encourage everybody to spell the same. In fact, an English dictionary like the kind you use today wasnt made某别墅会所管理方案第一节 会所简介及五星级酒店式会所管理一、会所简介某别墅会所业主的休闲娱乐需要，会所建筑风格洋溢着中国风情，高级的配套设施及各种文化、时尚活动，使会所成为真正的休闲文化驿站。二、实施五星级酒店式会所管理“五星级酒店”是国家旅游局对国内旅游酒店星级评定的最高级别。酒店建筑、设备的豪华程度，管理、服务质量的优劣，服务项目的多寡是星级酒店评定的主要内容。通过设备设施评定标准、设备设施维护保养评定标准、清洁卫生的评定标准、服务质量的评定标准、宾客意见评定标准五个方面，经过评审鉴定确定星级等级。国内有代表性的五星级酒店，除了建筑、设备设施的豪华程度高且各具特色以外，共同的特点就是在经营管理中有一套科学、严格、规范的管理制度和操作方法，有一支高素质的员工队伍，从而保证了酒店服务的高质量。酒店管理和会所管理二者之间，在服务管理内容、企业经营目标上极为相似。因此，将五星级酒店科学、严格、规范的管理和操作，移植和融入会所管理，借以全面提升会所管理服务质量；通过吸收和借鉴五星级酒店“微笑服务”、“人性化服务”等竞争创新理念，根据业主服务需求的不断变化，更新服务手段；增加服务“产品”数量，提供更加全面细致的服务等措施的实行，在使业主得到优质服务享受的同时，创立良好的会所管理品牌。第二节 会所市场分析与定位一、环境市场：某别墅位于 市经济圈内，是最有影响的别墅之一。二、客源市场：某别墅的业主非富即贵，大多数为科技、国际友人、商业界的精英富豪，周边首屈一指的商贾政要名贵汇集于此，也决定了成功和显贵人士的高比例。1、某别墅内有175栋别墅，消费群体大、素质高，且均为高收入阶层，具有极强的消费能力。2、可适当对外。如南京经济圈的社会精英、高级白领及外籍人士，以会员制消费，消费人群较为固定，既提高经营收入又为社区物业管理提供方便。三、某别墅会所定位：1、文化时尚、科技商贸精英交流的平台；2、南京市贵族生活的驿站。 第三节 会所管理运作模式探索一、会所服务项目的设置会所行业时代性和潮流性极强，经营能否成功，在很大程度上取决于投资者的项目决策。若投资建设的项目符合消费需求，会所就有可能在开始营业后的短期内吸引大量客人，快速收回成本。反之，即使花费巨大精力进行促销也未必能够在市场上占有利地位，无论怎样也无法达到预想的经营目标。在会所项目日益丰富、市场竞争日趋激烈的情况下，项目选择是一项难度很大的工作，但可把握如下选择原则：1、讲究社会效益；2、满足客人的正当需求；3、讲求特色；4、国际或本地最先进、流行的；5、符合小区业主及客人的口味。会所目前服务项目设置：游泳池、乒乓球馆、中餐厅、西餐酒吧、咖啡厅、台球室、多功能厅、棋牌室、健身房、壁球室等。 会所目前服务项目评估：1、大部分业主及小孩均喜欢游泳，会所泳池水深1.5米左右，较适合举行各种水上竞技活动；2、餐饮类要注重出品特色、服务模式、文化格调三方面内容，服务延伸、烹调培训、竞技交流等；3、多功能厅的活动内容要有特色、个性、时尚，如瑜珈功培训、柔道、中国武术培训等；4、建议增加项目“业主私人诊所”，提供医疗咨询，预约上门诊病及体检，可与医院及名医专家协作。二、会所管理方法探讨1、由物业公司聘用专业人才进行统一管理和经营的方法； 评价：有利于塑造和保持统一的企业形象和创造风格独特的品牌。2、由物业公司委托专业的会所管理公司管理； 评价：会所管理专业化、形象易统一，但配合及费用管理易出现问题。3、会所硬件建设完毕后，在统一风格、统一布局、统一配置基础设施的前提下，将各项目分别承包给他人经营； 评价：有利于投资回收，但对社区建设影响较大。4、在会所土建、安装完毕后，招商吸纳项目合作人，即接受合作人带资入场选择某一部分作为具体项目的场地进行装修，并在投资后负责经营（中西餐咖啡厅）； 评价：功利性太强，管理难度大，对社区建设及业主口碑不利。5、由物业公司统一经营和管理，将部分项目分别承包他人经营。评价：管理易操作、形象易统一、成本易控制、资源易利用。会所经营的最大成本控制，可以依托于管理处维修、保洁等资源，可以有效节约成本。三、客源营销模式会所拟实行会员制营销模式，会员分两大类，即业主类会员和非业主类会员。1、业主类会员、凡是业主，均可申请成为会员；、申请成为业主会员经审批批准后发放A类贵宾金卡，享受会所各项免费及折扣优惠服务项目；、当A类贵宾金卡持有人入会所消费时，应主动出示该卡，并享受相应优惠政策；、A类贵宾金卡持有人结帐方式可自由选择付现金或签单月结；、重要、知名人物可特授予名誉业主发放A类贵宾金卡。2、非业主类会员、申请非业主类会员首先填写“非业主类会员申请表”并附相关身份证明资料，经审核批准后，发放B类贵宾金卡；、申请B类贵宾金卡需预交一定数额会费，会所送出相应价值礼券（如：各类免费券、现金券、优惠券，各种优惠券可组合使用）。、当B类贵宾金卡持有人入会所消费时，应主动出示该卡，并享受相应优惠政策；、如B类贵宾金卡持有人在会所长期消费额度巨大，可申请A类贵宾金卡；优惠政策范围：会所所有服务项目；优惠方式：折扣、免费、附送、包价、营销组合等。有关细则：a、贵宾卡非信用卡，只限本人使用，特殊情况需由当值经理批准；b、赠券、优惠券不限定使用人，但不可做现金使用，也不可退换；c、使用所有设施前须先出示贵宾卡或赠券；d、贵宾卡折扣优惠不可与会所其它推广活动的优惠同时使用；e、贵宾卡收取一定的成本费用；f、会所保留对贵宾卡的最终解释权。四、会所组织架构及功能说明组织架构：会所经理推广部康体部文娱部部门功能： 推广部：1、各种文化、时尚、科技交流、展示活动的组织、策划工作；2、各种培训、论坛的开发、联络、组织工作；3、会所会员申请、管理；4、会所客源拓展、市场营销、公关宣传工作。 康体部：1、提供各项休闲体育活动；2、开展体育竞技、游戏活动；3、举办各类体育活动培训班；4、医疗保健服务，如针炙按摩、专家诊疗等；5、美容形象设计。文娱部：1、开展各种文化教育服务；2、配合小区举办社区文化活动；3、会所内部娱乐项目经营管理。五、会所服务管理1、会所服务流程设计 会所开业之前，会所经营者就要事先筹划、设计好每一种项目的运转方式，使服务人员和消费者充分了解每一项消费如何进行，需经过哪些环节，有哪些手续和规定。 游泳池服务流程：、客人到泳池游泳，先要到服务台登记，领取更衣柜的钥匙，然后到更衣室更衣；、更衣室服务员负责看管客人衣物（贵重物品应存于服务台的保险柜中），为客人送递浴巾；、客人更衣后应先淋浴，然后进入泳池；、泳池救生员负责保护客人游泳时的安全及池区的服务工作：客人上岸时，有时递送浴巾，客人在泳池边的躺椅上休息时，为客人点用饮料，并迅速将帐单递至帐台；、客人泳毕，进入淋浴室淋浴，更衣完毕到服务台结帐。棋牌室服务流程：、当客人到棋牌室进行棋牌娱乐时，首先向迎宾说明其所需要的游戏项目；、迎宾带领客人选择客人满意的棋牌后，服务员要及时为客人接挂外衣，提供拖鞋，并迅速为客人准备好游戏器具，在必要时向客人介绍游戏方法和游戏规则；、客人落座后，为客人提供饮水、食品服务，必要时提供快餐；、客人游戏的过程中，服务员除为客人添加酒水外，若客人需要还应陪客人练习，为客人提供游戏建议；、客人需要结帐时，也由服务员代为办理；、棋牌室的收费主要由开房费用和按时间计算的娱乐费组成，食品饮料费用另计。2、会所服务操作流程、各级岗位人员职责规范，包括经理、主管、领班、服务员；(略)、经营项目的服务规程，各岗位工作描述。(略)3、会所服务质量管理、制定服务质量标准：服务质量标准是岗位服务人员的服务工作所产生的服务效果及服务效率的要求。 卫生要求： a、营业场所环境完好美观，干净、整洁；b、营业场所内客用设备必须经常清洗消毒；c、服务人员在岗位上必须保持卫生的个人形象。 安全要求： a、服务人员对会所设备要严格按计划进行保养，各种设备处于完好状态；b、服务人员要不厌其烦的向客人解释设备正确使用方法，为客人进行安全装置的检查及进行必要的运动保护，劝阻客人使用有碍安全的不规范娱乐方式；c、突出发布财产安全保障。服务态度要求：a、礼节礼貌的要求； b、服务时主动性的要求； c、服务周到的要求； d、服务技巧的要求。服务效率要求：a、进行服务质量控制的培训；b、以既定服务规程和质量标准为依据规范服务工作；c、对服务质量进行评估，不断改进服务工作；d、会所各项规章制度、礼仪规范。、员工守则、用工制度、福利制度、激励制度、财务制度、各种礼仪规范第四节 会所人员配备、培训计划一、招聘、挑选员工1、根据人员配备表招聘职位及确定人数；2、渠道：人才市场、登报、招募内地旅游职校毕业生。二、面试三、入职指导1、录用员工；2、发放员工手册、制服、安排宿舍；3、参观住宅区及会所；4、入职会议。四、培训会所员工培训内容主要包括技术培训和职业道德培训两方面。1、技术培训会所服务人员要胜任各个岗位的工作，必须具备相应的技术能力，它们包括各种专业知识和服务技能技巧。、专业知识、技术a、会所设备的基本性能和基本运行原则；b、正确的设备操作程序与方法；c、基础的日常设备维护维修方法；d、会所经营项目的游戏规则、娱乐方法和活动技术技巧；e、各会所经营项目专业理论知识。如健身室要为客人提供运动计划、运动强度建议及各类有氧健美操编排服务，在必要时还要提供医护服务，这些都需要专业咨询人员和专业医护人员。专业知识技术的培训是会所培训工作的主要内容。不同类型的知识技术需要长短不一的培训时间，有些从业人员还需经过国家规定的有关培训、考核，取得上岗资格证书才能上岗工作，如消防技术、防疫知识等培训。、服务知识、技能、技巧服务工作是一种技能，需要专门的知识和技巧。这一部分培训包括以下几项内容：a、各服务岗位特定的服务方法、服务规范和服务程序；b、服务工作中最常用的语言，如普通话、英语；c、与服务工作相关的礼貌、礼仪知识；d、与会所经营项目相关的国家法律法规知识；e、服务心理学基础知识。2、职业道德培训、端正从业人员的从业目的；、培养从业人员的乐业精神； 、培养良好的职业态度；、培养从业人员的敬业精神；、培养从业人员的道德义务感和公正真诚之心；、培养从业人员的企业归属感和集体主义精神；、教育从业人员抑制利欲；、教育从业人员树立正确的人生观和价值观。3、企业知识培训、企业的背景情况，如企业的归属、规模、实力、前景，在市场上所处的地位等； 、企业的组织结构和运作方式；、企业希望拥有的公众形象和企业精神，包括企业的宗旨、经营目标、经营战略及企业对外的行为方式；、企业内部的各种有关制度和规定。第五节 会所经营策略一、会所宣传策略1、广告宣传策略报纸广告：宣传目标区域集中；机动灵活、具有弹性；成本较低，传递信息及时。杂志广告：针对性强，便于检索和储存，给人印象深刻直观。电视广告：传播速度快，覆盖面广，动态宣传。旅游指南和城市生活咨讯介绍类出版物：针对性强、效果好。2、POP宣传策略会所内部的POP广告： 吧台POP广告、悬挂POP广告、墙面广告。会所外部的POP广告：主要形式为路牌广告，如：设置招贴海报牌。这种海报牌常用木条或铝合金来做边框，玻璃板内镶嵌平版印刷的会所广告。会所POP广告宣传作用：创造形象，突出个性特征；推销会所项目和产品；介绍会所的新产品项目；促进消费者追加消费；减少人工服务；传递会所经营资讯。3、DM宣传策略向客人寄送或直接发放有关会所经营资讯的广告宣传单，如开业、酬宾活动、特色服务等。二、会所促销策略1、会所促销方式赠品促销（赠送实物、发放赠券）；消费折价促销；有奖促销；表演促销。2、会所各种促销活动演出类活动：邀请著名影视名星、艺术团体演出； 节日类活动：如春节、元旦、国庆、圣诞节、情人节； 娱乐类活动：如猜谜、抽奖、游戏等； 竞赛类活动：如乒乓球比赛、网球比赛等。3、会所促销活动的实施和管理三、会所公关及形象策略1、会所公关活动的主要对象2、会所CIS的实施和策划CIS在会所的发展中方兴未艾，呈现出良好的势头，为增进会所的经济效益发挥着巨大作用，成为会所营销体系中重要的组成部分。3、会所经营指标估算由于会所的水、电、气、暖、空调等技术指标目前还无法确认，因此根据我们的实际管理经验可以推理得到以下数据：(1)基本支出费用l 中央空调200KW ，年耗电能250000度（年四个月制冷）l 照明20KW，年耗电能60000度（未计餐厅及咖啡厅）l 供暖支出：28万元/年l 水费支出：1万元/年l 人工支出：40万元/年 l 税收支出：1.5万/年(2)基本收入l 一楼餐厅收入：65万元/年l 二楼咖啡西餐厅收入：8.4万元/年l 会所其他项目收入：18万元/年四、会所总体盈亏：91.4万元-95.5=-4.1万元/年说明：1、估算未计保洁、保安、工程等人员的费用支出，设想共享管理处资源。 2、会所开办费8万元。 3、公元在会所经营中，强调服务品质的同时，努力实现经营收入持平以赢利为目标，决不增加开发商的支出。（1）日常特约服务：日常特约服务项目取费标准电话报装申请宽带网开通购买居民用电TD style=BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ece9d8; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 45.66%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; BACKGROUND-COLOR: transparent; mso-border-left-alt: solid windowtext .5pt; mso-border-top-al 必修一Unit 1ANNES BEST FRIENDDo you want a friend whom you could tell everything to, like your deepest feelings and thoughts? Or are you afraid that your friend would laugh at you, or would not understand what you are going through? Anne Frank wanted the first kind, so she made her best friend. Anne lived in Amsterdam in Netherlands during Would War.Her family was Jewish so they had to hide or they would be caught by the German Nazi .She and her family hid away for nearly twenty-five months before they were discovered. During that time the only true friend was her diary. She said ,”I dont want to set down a series of facts in a diary as most people do ,but I want this diary itself to be my friend, and I shall call my friend Kitty .”Now read how she felt after being in the hiding place since July 1942.Thursday 15th June 1944Dear Kitty,I wonder if its because I havent been able to be outdoors for so long that Ive grown so crazy about everything to do with nature. I can well remember that there was a time when a deep blue sky, the song of the birds, moonlight and flowers could never have kept me spellbound. Thats changed since I was here.For example, one evening when it was so warm, I stayed awake on purpose until half past eleven in order to have a good look at the moon by myself. But as the moon gave far too much light, I didnt dare open a window. Another time five months ago, I happened to be upstairs at dusk when the window was open. I didnt go downstairs until the window had to be shut. The dark, rainy evening, the wind, the thundering clouds held me entirely in their power; it was the first time in a year and a half that Id seen the night face to face.SadlyI am only able to look at nature through dirty curtains hanging before very dusty windows. its no pleasure looking through these any longer because nature is one thing that really must be experienced.Your,AnneFriday, 10 July 1942When we arrived at Prinsengracht, we went quickly upstairs and the hiding place. We closed the door behind us and we were alone. Margot had come faster on her bicycle and already waiting for us. All the rooms were full of boxes. They lay on the floor and the beds. The little room was filled with bedclothes. We had to start clearing up at once, if we wished to sleep in comfortable beds that night. Mummy and Margot were not able to help. They were tired and lay down on their beds. But Daddy and I, the two “helper” of the family, started at once. The whole day we unpacked the boxes, filled the cupboards and tidied, until we were extremely tired. We did sleep in clean beds that night. We hadnt had any warm food to eat all day, but we didnt care. Mummy and Margot were too tired and worried to eat, and Daddy and I were too busy.FRIENDSHIP IN HAWAIIEvery culture has its own ways to show friendship. On the islands of Ha