星级酒店运营管理手册编

目录CONTENTS第一章酒店简介GENERALSTATEMENT第二章管理体系MANAGEMENTSYSTEM附组织结构图APPENDIXORGANIZATIONCHART第一节经营理念THESPIRITOFREDBOATHOTEL第二节顾客政策CUSTOMERPOLICIES第三节质量管理体系QUALITYCONTROLSYSTEM第四节服务质量保证书QUALITYGUARANTEE第五节人事政策及培训计划实施PERSONNELPOLICIESTRAINING第六节酒店内部刊物（店报）NEWSPAPER第七节员工手册STAFFHANDBOOK第一编总经理,GENERALMANAGER第一章总经理16GM11总经理GENERALMANAGER1312驻店经理RESIDENTMANAGER46第二章总经理秘书711GMSSECRETARY21总经理秘书GMSECRETARY7922文员CLERK1011第三章会议程序12MEETINGSCHEDULE第二编市场营销部,MARKETSALESDEPT第一章市场营销部组织结构图4ORGANIZATONCHART第二章市场营销部各岗位职责514POSITIONRESPONSIBILITIESOFMSDEPT21市场营销部经理MSDEPTMANAGER5622商务销售代表SALESREPRESENTATIVEOFCOMMERCIAL7823旅行社销售代表SALESREPRESENTATIVEOFTRAVELAGENCY91024秘书SECRETARY111225美工ARTDESIGNER1314第三章市场营销部各岗位工作程序及标准1526STANDARDOPERATIONPROCEDUREOFMSDEPT31商务销售代表促销访问PROMOTIONANDSALESCALL151632长包房销售LONGSTAYINGROOMSALES171933团队预订GROUPRESERVATION202134旅行社销售代表外出销售OUTSIDESALESCALL2235会议销售CONFERENCESALES232436与旅行社签订协议TRAVELAGENCYAGREEMENTSIGNING2537团队预订更改,取消RESERVATIONAMENDMENTCANCELLATION26第四章附加程序2732ACCESSORYPROCEDURES41处理突发事件HANDLINGANEMERGENCY2742客用印刷品制作PRESSWORKMAKING2843客户档案建档ACCOUNTFILEESTABLISHING2944大型活动工作安排LARGEACTIVITYARRANGEMENT3045组织新闻发布会PRESSBRIEFING32第五章市场营销部管理制度3338MANAGEMENTSYSTEMOFMSDEPT51接待RECEPTION333552办公室环境OFFICEENVIRONMENT3653资料DATA3654例会REGULARMEETING3755工作汇报JOBREPORT3856工作业绩考核JOBRESULTEVALUATION3857美工室管理制度ARTDESIGNOFFICE38第六章市场营销部内部运转表格3949OPERATIONLISTOFMSDEPT第三编财务部,FINANCIALDEPT第一章财务部组织结构图1ORGANIZATIONCHART第二章财务部岗位职责及工作程序2POSITIONRESPONSIBILITIESOFFINDEPT21财务总监FINANCIALCONTROLLER222副财务总监DEPUTYFINANCEDIRECTOR423秘书SECRETARY624会计主任CHIEFACCOUNTANT725总帐GENERALLEDGER1026费用核算员COSTCONTROLCLERK1427资产核算员ASSETSLEDGERCLERK1728信贷应收员CREDITA/R1929应付款文员ACCOUNTSPAYABLECLERK22210出纳员CASHIER25211工资员PAYROLL28212收银主任CHIEFCASHIER29213收银督导CASHIERCAPTAIN31214审计员AUDITOR32215总台收银FRONTDESKCASHIER34216站点收银员OUTLETSCASHIER38217成本控制部主任CHIEFCOSTCONTROLLER41218材料核算员COSTINGCLERKMATERIALS44219食品原料仓库保管员STOREKEEPERFOOD46220饮品烟草仓库保管员STOREKEEPERBEVERAGETOBACCO49221物资仓库保管员STOREKEEPERGENERAL51222收货员RECEIVINGCLERK53223电脑部经理EDPMANAGER55224电脑硬件工程师EDPOFFICERHARDWARE57225电脑软件工程师EDPOFFICERSOFTWARE59226采购部经理PURCHASINGMANAGER61227采购部督导PURCHASINGCAPTAIN63228采购员PURCHASIER64第三章财务管理制度与程序67MANAGEMENTSYETEMPROCEDUREOFFINDEPT31餐厅收银结帐RESTAURANTCASHIERCHECKOUT6732信用卡结帐CREDITCARDCHECKOUT6833信用卡压卡CREDITCARDPUSHDOWN6934收银员编制报告CASHIERWORKOUTREPORTING7035收银员下班交接CASHIERSOFFDUTYCONNECT7136总出纳工作GENERALCASHIERJOBPROCEDURES7237现金支出报销CASHPAYOUT7338客房房租收入审计GUESTROOMRATERECEIPTAUDIT7439转帐支票授理VIREMENTCHEQUETEACHTHEREASON75310信用卡托收的处理CREDITCARDCOLLECTIONSMANAGE76311点菜单传递的控制CAPTAINORDERTRANSFERCONTROL77312帐单传递BILLTRANSFERPROCEDURES78313货币传递控制CURRENCYTRANSFERCONTROL79314客人离店时间的控制GUESTDEPARTURETIMECONTROL80315房租减免的内部控制RENTDERATINGINSIDECONTROL81316营业点帐单建立OUTLETSBILLFOUND82317营业点帐单结帐OUTLETSBILLCHECKOUT83318信用卡授权程序CREDITCARDACCREDIT84319散客签字消费FITSIGNINGCONSUME85320单位,团队签字转帐UNITGROUPSIGNINGTRANSFERACCOUNT86321营业发票使用BUSINESSINVOICEUSEING87322审核营业点帐款AUDITOUTLETSACCOUNT88323审核前厅帐款AUDITFRONTOFFICEACCOUNT89324编制营业日报表WORKOUTBUSINESSDAYSTATEMENT90325夜间稽核工作NIGHTAUDITJOB91326信贷政策CREDITPOLICY92327预算编制程序BUDGETWORKOUTPROCEDURES95328应收款管理ACCOUNTSRECEIVABLEMANAGE96329收银员管理OUTLETSCASHIERMANAGE97330出纳员管理CASHIERMANAGE98331审计员管理AUDITORMANAGE100332现金管理CASHMANAGE101333总出纳管理GENERALCASHIERMANAGE103334采购部管理STOCKINGMANAGE104335物资采购申请GOODSSTOCKAPPLICATION106336采购报价,确认STOCKQUOTEDPRICECONFIRM107337采购审批STOCKEXAMINEAPPROVE108338采购物品的结算STOCKGOODSBALANCEOFACCOUNTS109339提货工作程序PICKUPTHEGOODSJOBPROCEDURES110340物品验收程序GOODSRECEIVING111341采购方式及有关程序STOCKWAYPROCEDURES112342仓库的收,发及盘存STOREROOMACCEPTING,SENDOUT,INVENTORY120343食品和饮料存货定价,标志与贮藏FBSTOCKPRICE,SIGNSTORE122344食品和饮料存货发货,申请领货FBSTOCKSENDOUTAPPLICATION124345食品和饮料存货标准存货FBSTOCKSTANDARD126346食品和饮料存货实地盘存FBSTOCKONTHESPOTINVENTORY128347食品成本控制程序FOODCOSTCONTROL130348食品标准成本卡制作FOODSTANDARDCOSTCARDEXECUTION131349食品标准成本计算FOODSTANDARDCOSTACCOUNT132350食品标准成本核算FOODSTANDARDCOSTCHECK133351餐饮公关费用FBPUBLICRELATIONSCOST134352菜肴的产销核对MENUPRODUCESELLCHECK135353酒水标准成本制作BEVERAGESTANDARDCOSTCHECK136354饮料成本控制BEVERAGECOSTCONTROL137355饮料销售还原表建立BEVERAGESALEREVERTFORMFOUND138356餐饮成本日报表编制FBCOSTDAYSTATEMENTWORKOUT139357鲜活食品价格的制订FRESHFOODPRICEWORKINGOUT140358干货水果等验收DRIEDFOODFRUITETCRECEIVING141359鲜活食品验收单据填写FRESHFOODRECEIVINGBILLFILLIN142360应付款管理ACCOUNTSPAYABLEMANAGE143361薪金会计管理PAYROLLACCOUNTANTMANAGE144第四章财务部各类运转表格145OPERATIONLISTOFFINDEPT第四编前厅部,FRONTOFFICEDEPT第一章前厅部组织结构图ORGANIZATIONCHART1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFFODEPT22321前厅部经理FOMANAGER222前厅部秘书FOSECRETARY323大堂副理ASSISTANTMANAGER424前台接待经理RECEPTIONMANAGER625前台接待员RECEPTIONIST726预订员RESERVATIONCLERK927总机督导OPERATORCAPTAIN1128总机话务员OPERATOR1229首席礼宾司CHIEFCONCIERGE13210迎宾员DOORMAN14211行李员BELLMAN16212商务中心督导BCCAPTAIN17213商务中心文员BCCLERK18214商场经理GIFTSHOPMANAGER20215商场员工SELLER21216医务室医生INFIRMARYDOCTOR22第三章前厅部各岗位操作程序STANDARDOPERATIONPROCEDUREOFFODEPT第一节前厅部各岗位每日工作内容FODEPARTMENTCHECKLIST2439311前厅部经理FOMANAGERCHECKLIST24312大堂副理ASSISTANTMANAGER25313前台接待经理RECEPTIONMANAGER27314总机/商务中心督导OPERATOR/B/CCAPTAIN29315首席礼宾司CHIEFCONCIERGE30316预定员PRESERVATIONIST31317前台接待RECEPTIONIST32318礼宾员CONCIERGE35319商场员工SELLER363110总机话务员OPERATOR373111商务中心文员B/CCLERK39第二节前台程序与标准FOSTANDARDOPERATIONPROCEDURE4073321受理电话预订ROOMRESERVATIONBYCALLING40322传真,信函订房ROOMRESERVATIONBYFAX,LETTER41323来店预订操作ROOMRESERVATIONONTHESPOT42324变更预订的处理BOOKINGAMENDMENT43325散客入住程序FITCHECKIN44326散客离店程序FITCHECKOUT46327残疾人接待程序HANDICAPPEDCHECKIN48328团队入住GROUPCHECKIN49329团队离店GROUPCHECKOUT503210长住客人接待服务LONGSTAYINGGUESTSSERVICE513211更换长住客人房卡LONGSTAYINGGUESTSROOMKEYCHANGE523212宾客推迟离店DELAYCHECKOUT533213处理双锁门,开双锁门ROOMDOUBLELOCK543214贵重物品寄存HANDINGSAFEDEPOSITCHANGING553215调换房间/调整价格ROOM/RATECHANGING563216处理折扣HANDLETHEREBATECHANGES583217房间异常报告处理ROOMDISCREPANCYREPORT593218行政楼层客人接待EXECUTIVEFLOORGUESTARRIVAL613219行政楼层客人离店EXECUTIVEFLOORGUESTDEPARTURE623220客房没有准备好ROOMNOTREADYONARRIVAL633221处理宾客留言MESSAGEHANDLING643222查询客人房号ROOMNUMBERINQUIRE653223总台物品转送GUESTSARTICLESSEND/TRANSFER663224VIP信息更改VIPINFORMATIONCHANGE683225办理房间房租变更手续ROOMCHARGECHANGING693226房间分配ROOMALLOTMENT703227房间钥匙管理ROOMKEYMANAGEMENT723228建立客史档案SETUPGUESTSHISTORY73第三节大堂副理程序与标准ASSISTANTMANAGERSTANDARDOPERATIONPROCEDURE7484331贵宾入住VIPCHECKIN74332接待重要团队宾客VIPGROUPCHECKIN77333展房/介绍酒店SHOWROOMS/HOTELTOURS78334处理宾客投诉COMPLAINHANDLING79335处理宾客遗留物品HANDLINGGUESTSPROPERTIESLEFTBEHIND80336处理宾客房门锁失灵ROOMLOCKOUTOFORDERHANDLING81337突发事件的处理步骤URGENT/ACCIDENTHANDLING82338处理宾客拒付电话费HANDLINGTHEREFUSALTOPAYMENTFORTELEPHONE84第四节礼宾部程序与标准CONCIERGESTANDARDOPERATIONPROCEDURE85102341迎宾员DOORMANSTANDARDOPERATION85342行李员BELLMANSTANDARDOPERATION88343处理宾客邮件,信件GUESTSPOSTALITEMS,LETTERSHANDLING95344处理宾客物品转交GUESTSARTICLESTRANSFER96345一,二楼公共区域寻人服务PUBLICAREAPAGINGSERVICE97346客人行李寄存服务GUESTSLUGGAGESTORESERVICE98347提供出租车服务CARRENTALSERVICE99348委托代办服务CONCIERGESERVICE100349资料收集及整理DATACOLLECTANDARRANGE101第五节总机程序与标准OPERATIONSTANDARDOPERATIONPROCEDURE103110351接转内外线电话PHONECALLCONNECTINGANDEXCHANGING103352处理直拨长途电话LONGDISTANCECALLSERVICE104353前厅部总机免打扰服务DONOTDISTURBCALLSERVICE105354叫醒服务WAKEUPSERVICE106355电话咨询服务TELEPHONEINFORMATIONSERVICE107356电话寻人服务PAGINGSERVICEBYTELEPHONE108357发布天气报告WEATHERFORECASTSERVICE109358话务台维护与保养MAINTENANCEOFABEEQUIPMENT110第六节商务中心程序与标准BUSINESSCENTERSTANDARDOPERATIONPROCEDURE111120361接收传真FAXRECEIVING111362接收客人委托向外发出传真FAXSENDING112363提供打字服务TAPINGSERVICE114364复印服务COPYINGSERVICE115365代办快件MAILEXPRESSSERVICE116366提供翻译服务TRANSLATIONSERVICE117367提供文件装订服务BINDINGSERVICE118368提供电话服务PUBLICTELEPHONESERVICE119369商务中心设备维护及保养MAINTENANCEOFBCEQUIPMENT120第七节商场程序与标准GIFTSHOPSTANDARDOPERATIONPROCEDURE121124371零售商品进货制度STOCKWITHGOODS121372商场换货服务HOWTOHANDLINGGUESTCHANGINGGOODS122373售后服务AFTERSALESERVICE123第四章前厅部各项管理制度MANAGEMENTSYSTEMOFFODEPT12514741前厅部行为规范THEFODEPTSTAFFBEHAVIORSTANDARD12542前厅部各岗位规章制度THEFODEPTREGULATIONSYSTEM12943总台考核条例EVALUATIONRULESOFFRONTDESK13344礼宾部考核条例EVALUATIONRULESOFCONCIERGE13645商场考核条例EVALUATIONRULESOFGIFTSHOP13946商务中心考核条例EVALUATIONRULESOFBUSINESSCENTER14447总机考核条例EVALUATIONRULESOFOPERATOR146第五章前厅部各部门运转表格OPERATIONLISTOFFODEPT148185第五编管家部,HOUSEKEEPINGDEPT第一章管家部组织结构图1ORGANIZATIONCHART第二章管家部岗位职责125POSITIONRESPONSIBILITYOFHKDEPT21管家部经理HKDEPTMANAGER222楼层经理HEADFLOORSUPERVISOR323楼层督导FLOORCAPTAIN524楼层服务员ROOMATTENDANT725楼层清扫员ROOMCLEANER926公共区域经理PUBLICAREASUPERVISOR1127公共区域督导PUBLICAREACAPTAIN1228公共区域服务员PUBLICAREAATTENDANT1329花房管理员FLORIST14210公共区域清洁工PUBLICAREACLEANER15211洗涤部经理LAUNDRYMANAGER16212洗涤部督导LAUNDRYCAPTAIN17213干洗工DRYCLEANER18214大湿洗工WASHERLARGEITEMS20215小湿洗工WASHERSMALLITEMS21216平烫工FLATWORKIRONER22217布草折叠工LINENFOLDINGATTENDANT23218布草收发员LINENDELIVERYMAID24219制服收发员UNIFORMDELIVERYMAID25第三章管家部各岗位操作程序27136TANDARDOPERATIONPROCEDUREOFHKDEPTS31楼层经理HEADFLOORSUPERVISOR27311处理客人投诉HANDLINGGUESTSCOMPLAINS2732楼层督导FLOORCAPTAIN2831321检查客房CHECKINGGUESTROOMS28322收取小酒吧帐单COLLECTINGMINIBARBILL30323饮料管理CONTROLLINGWINEBEVERAGE3133楼层服务员ROOMATTENDANT3253331楼层钥匙领用和保管PICKINGUPKEEPINGROOMKEY32332开酒水帐单FILLINGINWINEBEVERAGEBILL33333杯具洗涤,消毒WASHINGUPDISINFECTINGGLASSWARE34334客用品领用,存放APPLICATIONOFKEEPINGITEMS35335客人要求开门HANDLINGREQUESTFOROPENINGTHEDOOR36336引领客人进房GREETINGTHEGUESTS37337报交遗留物品DELIVERINGPROPERTIESLEFTBEHINDBYGUEST38338客人离店结帐GUESTCHECKOUT39339查走客房（遗留物品）CHECKUPC/OROOM403310做夜床PROVIDINGTURNDOWNSERVICE413311开房门OPENINGTHEDOOR433312加床HANDLINGREQUESTFOREXTRABED443313铺床MAKINGTHEBED453314上毛巾,茶水OFFERINGTOWEL/TEASERVICE463315客房二次打扫RECLEANINGTHEROOM473316重点宾客进房RECEIVINGVIP483317擦皮鞋PROVIDINGFREESHOESHININGSERVICE493318翻转床垫TURNINGTHEMATTRESS503319洗涤浴帘WASHINGSHOWERCURTAIN513320吸尘器使用和保养USINGMAINTAININGVACUUMCLEANER523321处理意外损坏宾客物品DEALINGWITHDAMAGINGGUESTSARTICLES5334客房清扫员ROOMCLEANER5459341整理工作车CLEANINGUPMAIDSCART54342打扫住客房MAKINGUPOCCUPIEDROOM55343清扫卫生间MAKINGUPWASHINGROOM57344工作车摆放MAIDSCARTSETTING58345空房清扫MAKINGUPVACANTROOM5935客房中心服务员HOUSEKEEPINGCENTERATTENDANT6064351核对未进店客房报告CHECKINGNOSHOWROOMREPORT60352核对查房报告CHECKINGROOMREPORT61353客用品的借用,登记和保管ITEMSLOAN/REGISTRATION/KEEPING62354接打内部电话RECEIVINGMAKINGINSIDECALL63355处理前台报表DEALINGWITHDEPTREPORTS64附录客房中心常备客用品清单64APPENDIXLISTOFITEMSPREPAREDINHOUSEKEEPINGCENTER36PA服务员PAATTENDANT6581361石材日常保养MARBLEDAILYMAINTENANCE65362大理石地面打蜡POLISHINGMARBLEWITHWAX66363大理石地面起蜡WAXREMOVEFROMMARBLE67364石材墙壁上蜡POLISHINGWALLWITHWAX68365清洗地毯（干泡）CLE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0945粗加工督导PRIMARYPROCESSINGCAPTAIN21046粗加工厨师VEGETABLEPROCESSORBUTCHER21147炉灶督导STOVECAPTAIN21248炉灶厨师STOVECOOK21449烧味督导BBQCAPTAIN215410烧味厨师BBQCOOK216411冷菜督导COLDFOODCAPTAIN217412冷菜厨师COLDFOODCOOK218413打荷督导ASSISTANTCAPTAIN219414打荷厨师ASSISTANTCOOK220415蒸灶督导STEAMCAPTAIN222416蒸灶厨师STEAMCOOK223417切配督导CHOPPERCAPTAIN224418切配厨师CHOPPER225419西厨房厨师长WESTERNKITCHENHEADCHEF226420冻房督导COLDFOODCAPTAIN227421冻房厨师COLDFOODCOOK228422热厨房督导HOTFOODCAPTAIN229423热厨房厨师HOTFOODCOOK230424初加工,切配厨师VEGETABLEPROCESSORBUTCHER231425包饼房督导BAKERYCAPTAIN232426包饼房厨师BAKER233第五章厨房各岗位工作程序234252STANDARDOPERATIONPROCEDUREOFKITCHEN51蔬菜加工VEGETABLESPROCESSING23452肉类加工MEATPROCESSING23453水产加工MARINELIVESPROCESSING23554禽类加工POULTRYPROCESSING23655原料订货MATERIALORDER23756上浆工作STARCHPROCESSING23857料头准备CONDIMENTPREPARING23858处理菜点退回厨房HANDLINGADISHRETURNTOKITCHEN23959打荷工作ASSISTANT239510切割工作FOODDICINGPROCESSING240511切配工作CHOPPING240512炉灶工作STOVE241513点心制作PASTRY242514冷菜制作COLDFOOD243515水果盘制作FRUITCOMBINATION243516冻房督导COLDFOODCAPTAIN244517冻房厨师COLDFOODCOOK245518热厨督导HOTFOODCAPTAIN246519热厨厨师HOTFOODCOOK247520初加工,切配厨师VEGETABLEPROCESSORBUTCHER248521包饼房督导BAKERYCAPTAIN249522包饼房厨师BAKER250523厨房卫生清洁KITCHENHYGIENE251524厨房库存盘点WAREHOUSEOFKITCHENINVENTORY251525厨房钥匙控制KEYOFKITCHENUNDERCONTROL252526厨房仓库领货控制TAKINGGOODSFROMWAREHOUSEOFKITCHEN252第六章餐饮部管理制度253263ADMINISTERSYTTEMOFFBDEPT61订单ORDER25362休假VACATION25463物资调拨MATERIALALLOT25564物品领用审批及验收ARTICLERECEIVINGAPPROVED25665公关客人接待PUBLICRELATIONSRECEPTION25766员工培训STAFFTRAINING25867会议CONFERENCE25868服务质量检查SERVICEQUALITYINSPECTING25969酒吧酒水盘存BEVERAGEINVENTORY259610酒吧酒水申领BEVERAGETAKING260611银器SILVERWARE260612管事部库房贮发STEWARDINGSTOCKED261613餐厅交接班SHIFTCHANGING261614餐厅纪律RESTAURANTDISCIPLINE262615棉织品控制LINENCONTROL262616厨房食品保藏FOODKEEPINSTORE263第七章餐饮部运转表格264OPERATIONLISTOFFBDEPT第七编康体娱乐部,RECREATIONDEPT第一章康体娱乐部组织结构图1ORGANIZATIONCHART第二章康体娱乐部各岗位职责2POSITIONRESPONSIBITIESOFHRDEPT21康体娱乐部经理HRDEPTMANAGER222康体娱乐部秘书HRDEPTSECRETARY323夜总会督导NIGHTCLUBCAPTAIN524夜总会音响师NIGHTCLUBDJ625康体中心督导HEALTHCENTERCAPTAIN726康体中心员工HEALTHCENTERATTENDANT827桑拿中心督导SAUNACENTERCAPTAIN928桑拿中心迎宾员SAUNACENTERHOSTESS1029夜总会,桑拿酒吧服务员NIGHTCLUBSAUNABARATTENDANT11210桑拿更衣室服务员SAUNALOCKERATTENDANT12211桑拿水池服务员擦背技师SAUNAHEALTHTECHNICIAN13212桑拿休息室服务员SAUNALOUNGEATTENDANT14213游泳池督导SWIMMINGPOOLCAPTAIN15214游泳池服务员SWIMMINGPOOLATTENDANT16215美容美发督导BEAUTYSALONCAPTAIN17216美容美发师COSMETOLOGIST18217KTV督导KTVCAPTAIN19218KTV服务员KTVATTENDANT20219户外运动督导OUTDOORSPORTSCAPTAIN21220户外运动服务员OUTDOORSPORTSATTENDANT22221攀岩运动服务员TRENDWALLATTENDANT23第三章康体娱乐部各岗位工作程序24STANDARDOPERATIONPROCEDUREOFHRDEPT31健身房工作程序FITNESSCENTER2432台球室工作程序BILLIARDROOM2533棋牌室工作程序CHESSCARDSROOM2634乒乓球室工作程序TABLETENNISROOM2735保龄球室对客服务工作程序BOWLINGROOMSERVICE2836网球场的工作程序TENNISCOURT2937高尔夫球场工作程序GOLFCOURT3038攀岩的工作程序TRENDWALL3139夜总会工作程序NIGHTCLUB32310夜总会营业前服务操作程PREOPENINGSERVICE33311夜总会营业间服务操作程序OPENINGTIMESERVICE34312夜总会营业后服务操作程序CLOSINGTIMESERVICE35313音控室工作程序DJROOM36314KTV包房工作程序KTVPRIVATECHAMBER37315美容美发厅服务工作程序BEAUTYSALONSERVICE38316游泳池的服务工作程序SWIMMINGPOOLSERVICE39317桑拿浴室工作程序SAUNABATHROOM40318按摩服务工作程序MASS