五星级酒店运营管理手册

五星级酒店运营管理手册

CONTENTS

第一章酒店简介

GENERALSTATEMENT

第二章管理体系

MANAGEMENTSYSTEM

附:组织结构图

APPENDIX:ORGANIZATIONCHART

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

PersonnelPolicies&Training

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

Ⅰ,GENERALMANAGER

第一章总经理1-6G.M

1.1总经理GeneralManager1-3

1.2驻店经理ResidentManager4-6

第二章总经理秘书7-11G.M’SSECRETARY

2.1总经理秘书G.MSecretary7-9

2.2文员Clerk10-11

第三章会议程序12

MEETINGSCHEDULE

第二编:市场营销部

Ⅱ,MARKET&SALESDEPT

第一章市场营销部组织结构图4

ORGANIZATONCHART

第二章市场营销部各岗位职责5-14

POSITIONRESPONSIBILITIESOFM&SDEPT

2.1市场营销部经理M&SDeptManager5-6

2.2商务销售代表SalesRepresentativeofCommercial7-8

2.3旅行社销售代表SalesRepresentativeofTravelAgency9-10

2.4秘书Secretary11-12

2.5美工ArtDesigner13-14

第三章市场营销部各岗位工作程序及标准15-26

STANDARDOPERATIONPROCEDUREOFM&SDEPT

3.1商务销售代表促销访问PromotionandSalesCall15-16

3.2长包房销售Long-StayingRoomSales17-19

3.3团队预订GroupReservation20-21

3.4旅行社销售代表外出销售OutsideSalesCall22

3.5会议销售ConferenceSales23-24

3.6与旅行社签订协议TravelAgencyAgreementSigning25

3.7团队预订更改,取消ReservationAmendment&Cancellation26

第四章附加程序27-32

ACCESSORYPROCEDURES

4.1处理突发事件HandlinganEmergency27

4.2客用印刷品制作PressworkMaking28

4.3客户档案建档AccountFileEstablishing29

4.4大型活动工作安排LargeActivityArrangement30

4.5组织新闻发布会PressBriefing32

第五章市场营销部管理制度33-38

MANAGEMENTSYSTEMOFM&SDEPT

5.1接待Reception33-35

5.2办公室环境OfficeEnvironment36

5.3资料Data36

5.4例会RegularMeeting37

5.5工作汇报JobReport38

5.6工作业绩考核JobResultEvaluation38

5.7美工室管理制度ArtDesignOffice38

第六章市场营销部内部运转表格39-49

OPERATIONLISTOFM&SDEPT

第三编:财务部

Ⅲ,FINANCIALDEPT

第一章财务部组织结构图1

ORGANIZATIONCHART

第二章财务部岗位职责及工作程序2

POSITIONRESPONSIBILITIESOFFINDEPT

2.1财务总监FinancialController2

2.2副财务总监DeputyFinanceDirector4

2.3秘书Secretary6

2.4会计主任ChiefAccountant7

2.5总帐GeneralLedger10

2.6费用核算员CostControlClerk14

2.7资产核算员AssetsLedgerClerk17

2.8信贷应收员Credit&A/R19

2.9应付款文员AccountsPayableClerk22

2.10出纳员Cashier25

2.11工资员Payroll28

2.12收银主任ChiefCashier29

2.13收银督导CashierCaptain31

2.14审计员Auditor32

2.15总台收银FrontDeskCashier34

2.16站点收银员OutletsCashier38

2.17成本控制部主任ChiefCostController41

2.18材料核算员CostingClerk–Materials44

2.19食品原料仓库保管员Storekeeper–Food46

2.20饮品烟草仓库保管员Storekeeper–Beverage&Tobacco49

2.21物资仓库保管员Storekeeper–General51

2.22收货员ReceivingClerk53

2.23电脑部经理EDPManager55

2.24电脑硬件工程师EDPOfficer–Hardware57

2.25电脑软件工程师EDPOfficer–Software59

2.26采购部经理PurchasingManager61

2.27采购部督导PurchasingCaptain63

2.28采购员Purchasier64

第三章财务管理制度与程序67

MANAGEMENTSYETEM&PROCEDUREOFFINDEPT

3.1餐厅收银结帐RestaurantCashierCheck-out67

3.2信用卡结帐CreditCardCheck-out68

3.3信用卡压卡CreditCardPush-Down69

3.4收银员编制报告CashierWorkoutReporting70

3.5收银员下班交接Cashier’sOffDutyConnect71

3.6总出纳工作GeneralCashierJobProcedures72

3.7现金支出报销CashPayout73

3.8客房房租收入审计GuestRoomRateReceiptAudit74

3.9转帐支票授理VirementChequeTeachTheReason75

3.10信用卡托收的处理CreditCardCollection’smanage76

3.11点菜单传递的控制CaptainOrderTransferControl77

3.12帐单传递BillTransferProcedures78

3.13货币传递控制CurrencyTransferControl79

3.14客人离店时间的控制GuestDepartureTimeControl80

3.15房租减免的内部控制RentDeratingInsideControl81

3.16营业点帐单建立OutletsBillFound82

3.17营业点帐单结帐OutletsBillCheck-out83

3.18信用卡授权程序CreditCardAccredit84

3.19散客签字消费FITSigningConsume85

3.20单位,团队签字转帐Unit&GroupSigningTransferAccount86

3.21营业发票使用BusinessInvoiceUseing87

3.22审核营业点帐款AuditOutletsAccount88

3.23审核前厅帐款AuditFrontOfficeAccount89

3.24编制营业日报表WorkoutBusinessDayStatement90

3.25夜间稽核工作NightAuditJob91

3.26信贷政策CreditPolicy92

3.27预算编制程序BudgetWorkoutProcedures95

3.28应收款管理AccountsReceivableManage96

3.29收银员管理OutletsCashierManage97

3.30出纳员管理CashierManage98

3.31审计员管理AuditorManage100

3.32现金管理CashManage101

3.33总出纳管理GeneralCashierManage103

3.34采购部管理StockingManage104

3.35物资采购申请GoodsStockApplication106

3.36采购报价,确认StockQuotedPrice&Confirm107

3.37采购审批StockExamine&Approve108

3.38采购物品的结算StockGoodsBalanceofaccounts109

3.39提货工作程序PickUpTheGoodsJobProcedures110

3.40物品验收程序GoodsReceiving111

3.41采购方式及有关程序StockWay&Procedures112

3.42仓库的收,发及盘存StoreroomAccepting,SendOut,Inventory120

3.43食品和饮料存货-定价,标志与贮藏F&BStock:price,Sign&Store122

3.44食品和饮料存货-发货,申请领货F&BStock:SendOut&Application124

3.45食品和饮料存货-标准存货F&BStock:Standard126

3.46食品和饮料存货-实地盘存F&BStock:On-The-SpotInventory128

3.47食品成本控制程序FoodCostControl130

3.48食品标准成本卡制作FoodStandardCostCardExecution131

3.49食品标准成本计算FoodStandardCostAccount132

3.50食品标准成本核算FoodStandardCostCheck133

3.51餐饮公关费用F&BPublicrelationsCost134

3.52菜肴的产销核对MenuProduce&SellCheck135

3.53酒水标准成本制作BeverageStandardCostCheck136

3.54饮料成本控制BeverageCostControl137

3.55饮料销售还原表建立BeverageSaleRevertFormFound138

3.56餐饮成本日报表编制F&BCostDayStatementWorkout139

3.57鲜活食品价格的制订FreshFoodPriceWorking-Out140

3.58干货水果等验收DriedFood&FruitEtcReceiving141

3.59鲜活食品验收单据填写FreshFoodReceivingBillFillIn142

3.60应付款管理AccountsPayableManage143

3.61薪金会计管理PayrollAccountantManage144

第四章财务部各类运转表格145

OPERATIONLISTOFFINDEPT

第四编:前厅部

Ⅳ,FRONTOFFICEDEPT

第一章前厅部组织结构图

ORGANIZATIONCHART1

第二章前厅部岗位职责

POSITIONRESPONSIBILITIESOFF.ODEPT2-23

2.1前厅部经理F.OManager2

2.2前厅部秘书F.OSecretary3

2.3大堂副理AssistantManager4

2.4前台接待经理ReceptionManager6

2.5前台接待员Receptionist7

2.6预订员ReservationClerk9

2.7总机督导OperatorCaptain11

2.8总机话务员Operator12

2.9首席礼宾司ChiefConcierge13

2.10迎宾员Doorman14

2.11行李员Bellman16

2.12商务中心督导B.CCaptain17

2.13商务中心文员B.CClerk18

2.14商场经理GiftShopManager20

2.15商场员工Seller21

2.16医务室医生InfirmaryDoctor22

第三章前厅部各岗位操作程序

STANDARDOPERATIONPROCEDUREOFF.ODEPT

第一节前厅部各岗位每日工作内容

F.ODepartmentCheckList24-39

3.1.1前厅部经理F.OManagerCheckList24

3.1.2大堂副理AssistantManager25

3.1.3前台接待经理ReceptionManager27

3.1.4总机/商务中心督导Operator/B/CCaptain29

3.1.5首席礼宾司ChiefConcierge30

3.1.6预定员Preservationist31

3.1.7前台接待Receptionist32

3.1.8礼宾员Concierge35

3.1.9商场员工Seller36

3.1.10总机话务员Operator37

3.1.11商务中心文员B/CClerk39

第二节前台程序与标准

F.OStandardOperationProcedure40-73

3.2.1受理电话预订RoomReservationbyCalling40

3.2.2传真,信函订房RoomReservationbyFax,Letter41

3.2.3来店预订操作RoomReservationontheSpot42

3.2.4变更预订的处理BookingAmendment43

3.2.5散客入住程序FITCheck-in44

3.2.6散客离店程序FITCheck-out46

3.2.7残疾人接待程序HandicappedCheck-in48

3.2.8团队入住GroupCheck-in49

3.2.9团队离店GroupCheck-out50

3.2.10长住客人接待服务Long-stayingGuestsService51

3.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange52

3.2.12宾客推迟离店DelayCheck-out53

3.2.13处理双锁门,开双锁门RoomDoubleLock54

3.2.14贵重物品寄存HandingSafeDepositChanging55

3.2.15调换房间/调整价格Room/RateChanging56

3.2.16处理折扣HandletheRebateChanges58

3.2.17房间异常报告处理RoomDiscrepancyReport59

3.2.18行政楼层客人接待ExecutiveFloorGuestArrival61

3.2.19行政楼层客人离店ExecutiveFloorGuestDeparture62

3.2.20客房没有准备好RoomnotReadyonArrival63

3.2.21处理宾客留言Messagehandling64

3.2.22查询客人房号RoomNumberInquire65

3.2.23总台物品转送Guest’sArticlesSend/Transfer66

3.2.24VIP信息更改VIPinformationChange68

3.2.25办理房间房租变更手续RoomChargeChanging69

3.2.26房间分配RoomAllotment70

3.2.27房间钥匙管理Room-keyManagement72

3.2.28建立客史档案SetupGuest’sHistory73

第三节大堂副理程序与标准

AssistantManagerStandardOperationProcedure74-84

3.3.1贵宾入住VIPCheck-in74

3.3.2接待重要团队宾客VIPGroupCheck-in77

3.3.3展房/介绍酒店ShowRooms/HotelTours78

3.3.4处理宾客投诉ComplainHandling79

3.3.5处理宾客遗留物品HandlingGuest’sPropertiesLeftBehind80

3.3.6处理宾客房门锁失灵RoomlockOutOfOrderHandling81

3.3.7突发事件的处理步骤Urgent/AccidentHandling82

3.3.8处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone84

第四节礼宾部程序与标准

ConciergeStandardOperationProcedure85-102

3.4.1迎宾员DoorManStandardOperation85

3.4.2行李员BellManStandardOperation88

3.4.3处理宾客邮件,信件Guest’sPostalItems,LettersHandling95

3.4.4处理宾客物品转交Guest’sArticlesTransfer96

3.4.5一,二楼公共区域寻人服务PublicAreaPagingService97

3.4.6客人行李寄存服务Guest’sLuggageStoreService98

3.4.7提供出租车服务CarRentalService99

3.4.8委托代办服务ConciergeService100

3.4.9资料收集及整理DataCollectandArrange101

第五节总机程序与标准

OperationStandardOperationProcedure103-110

3.5.1接转内外线电话PhoneCallConnectingandExchanging103

3.5.2处理直拨长途电话LongDistanceCallService104

3.5.3前厅部总机免打扰服务DoNotDisturbCallService105

3.5.4叫醒服务Wake-upService106

3.5.5电话咨询服务TelephoneInformationService107

3.5.6电话寻人服务PagingServicebyTelephone108

3.5.7发布天气报告WeatherForecastService109

3.5.8话务台维护与保养MaintenanceofA.B.EEquipment110

第六节商务中心程序与标准

BusinessCenterStandardOperationProcedure111-120

3.6.1接收传真FaxReceiving111

3.6.2接收客人委托向外发出传真FaxSending112

3.6.3提供打字服务TapingService114

3.6.4复印服务CopyingService115

3.6.5代办快件MailExpressService116

3.6.6提供翻译服务TranslationService117

3.6.7提供文件装订服务BindingService118

3.6.8提供电话服务PublicTelephoneService119

3.6.9商务中心设备维护及保养MaintenanceofBCEquipment120

第七节商场程序与标准

GiftShopStandardOperationProcedure121-124

3.7.1零售商品进货制度StockwithGoods121

3.7.2商场换货服务HowtoHandlingGuestChangingGoods122

3.7.3售后服务AfterSaleService123

第四章前厅部各项管理制度

MANAGEMENTSYSTEMOFF.ODEPT125-147

4.1前厅部行为规范TheF.ODeptStaffBehaviorStandard125

4.2前厅部各岗位规章制度TheF.ODeptRegulationSystem129

4.3总台考核条例EvaluationRulesofFrontDesk133

4.4礼宾部考核条例EvaluationRulesofConcierge136

4.5商场考核条例EvaluationRulesofGiftShop139

4.6商务中心考核条例EvaluationRulesofBusinessCenter144

4.7总机考核条例EvaluationRulesofOperator146

第五章前厅部各部门运转表格

OPERATIONLISTOFF.ODEPT148-185

第五编:管家部

Ⅴ,HOUSEKEEPINGDEPT

第一章管家部组织结构图1

ORGANIZATIONCHART

第二章管家部岗位职责1-25

POSITIONRESPONSIBILITYOFH.KDEPT

2.1管家部经理H.KDept.Manager2

2.2楼层经理HeadFloorSupervisor3

2.3楼层督导FloorCaptain5

2.4楼层服务员RoomAttendant7

2.5楼层清扫员RoomCleaner9

2.6公共区域经理PublicAreaSupervisor11

2.7公共区域督导PublicAreaCaptain12

2.8公共区域服务员PublicAreaAttendant13

2.9花房管理员Florist14

2.10公共区域清洁工PublicAreaCleaner15

2.11洗涤部经理LaundryManager16

2.12洗涤部督导LaundryCaptain17

2.13干洗工DryCleaner18

2.14大湿洗工Washer-LargeItems20

2.15小湿洗工Washer-SmallItems21

2.16平烫工FlatWorkIroner22

2.17布草折叠工LinenFoldingAttendant23

2.18布草收发员LinenDeliveryMaid24

2.19制服收发员UniformDeliveryMaid25

第三章管家部各岗位操作程序27-136

TANDARDOPERATIONPROCEDUREOFHK.DEPTS

3.1楼层经理HeadFloorSupervisor27

3.1.1处理客人投诉HandlingGuest’sComplains27

3.2楼层督导FloorCaptain28-31

3.2.1检查客房CheckingGuestRooms28

3.2.2收取小酒吧帐单CollectingMini-barBill30

3.2.3饮料管理Controllingwine&Beverage31

3.3楼层服务员RoomAttendant32-53

3.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey32

3.3.2开酒水帐单FillinginWine&BeverageBill33

3.3.3杯具洗涤,消毒Washing-up&DisinfectingGlassware34

3.3.4客用品领用,存放Applicationof&KeepingItems35

3.3.5客人要求开门HandlingRequestforOpeningtheDoor36

3.3.6引领客人进房GreetingtheGuests37

3.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest38

3.3.8客人离店结帐GuestCheck-out39

3.3.9查走客房（遗留物品）Check-upC/ORoom40

3.3.10做夜床ProvidingTurn-downService41

3.3.11开房门OpeningtheDoor43

3.3.12加床HandlingRequestforExtraBed44

3.3.13铺床MakingtheBed45

3.3.14上毛巾,茶水OfferingTowel/TeaService46

3.3.15客房二次打扫Re-cleaningtheRoom47

3.3.16重点宾客进房ReceivingVIP48

3.3.17擦皮鞋ProvidingFreeShoeShiningService49

3.3.18翻转床垫TurningtheMattress50

3.3.19洗涤浴帘WashingShowerCurtain51

3.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner52

3.3.21处理意外损坏宾客物品DealingwithDamagingGuests’Articles53

3.4客房清扫员RoomCleaner54-59

3.4.1整理工作车CleaningupMaid’sCart54

3.4.2打扫住客房MakingupOccupiedRoom55

3.4.3清扫卫生间MakingupWashingRoom57

3.4.4工作车摆放Maid’sCartSetting58

3.4.5空房清扫MakingupVacantRoom59

3.5客房中心服务员HousekeepingCenterAttendant60-64

3.5.1核对未进店客房报告CheckingNo-showRoomReport60

3.5.2核对查房报告CheckingRoomReport61

3.5.3客用品的借用,登记和保管Item’sLoan/Registration/Keeping62

3.5.4接打内部电话Receiving&MakingInsideCall63

3.5.5处理前台报表DealingwithDept.Reports64

附录:客房中心常备客用品清单64

Appendix:ListofItemsPreparedinHousekeepingCenter

3.6PA服务员PAAttendant65-81

3.6.1石材日常保养MarbleDailyMaintenance65

3.6.2大理石地面打蜡PolishingMarblewithWax66

3.6.3大理石地面起蜡WaxRemoveFromMarble67

3.6.4石材墙壁上蜡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沙发抽洗WashingSofa72

3.6.8清洁铜条CleaningCopperStrip73

3.6.9清洁客梯CleaningElevator74

3.6.10清洗吸尘器CleaningVacuumCleaner75

3.6.11使用三合一抽洗机UsingWetVacuumCarpetExtractor76

3.6.12使用洗地机UsingCleanMarbleMachine77

3.6.13使用吸水机UsingWet&DryVacuumCleaner78

3.6.14使用高速抛光机UsingUltraHighSpeedMachine79

3.6.15清洁玻璃PolishtheWindow-panes80

3.6.16花岗岩地面晶硬处理CrystallizeMarble81

3.7PA保洁工PACleaner82-86

3.7.1棉尘推药剂处理SprayFloorDustRemoverontheMop82

3.7.2推尘（清洁大理石地面）DustRemovedFromFloor83

3.7.3清洁各公共区域卫生CleaningthePublicAreas84

3.7.4洗手间日常清洁保养CleaningWashingRoom85

3.7.5客人醉酒呕吐处理DealingwithDrunkGuests86

3.8制服收发员UniformDeliveryMaid87-97

3.8.1新制服申领,发放Applingfor&GivingOutUniform87

3.8.2制服收发Counting&SendingUniform88

3.8.3交接制服TakingoverUniform89

3.8.4清点脏制服CountingDirtyUniform90

3.8.5核对接收已清洗制服CheckingUniformCleaned91

3.8.6处理旧制服报损StepstoHandleUniformScraped92

3.8.7制服盘点InventoryingUniform93

3.8.8入店,离店人员领退制服Applingfor&ReturningUniformforStaff94

3.8.9制服收发员收尾FinishingWorkforUniformDeliveryMaid95

3.8.10缝补制服StepstoSewingUniform96

3.8.11缝纫机保养MaintainingSewingMachine97

3.9布草收发员LinenDeliveryMaid98-102

3.9.1交接布草TakingOverlinen98

3.9.2布草领用ApplicationofLinen99

3.9.3交接餐饮,康乐织品TakingoverF&BandH&RDeptLinen100

3.9.4发送客房布草SendingOutLinenofH.KDept101

3.9.5布草盘点InventoryingLinen102

3.10花房管理员Florist103-105

3.10.1绿色植物保养PreservingGreenPlants103

3.10.2保养公共区域插花PreservingFlowersinPublicArea104

3.10.3送花SendingFlowers105

3.11客衣服务员GuestClothesDeliveryMaid106-114

3.11.1收包CollectingClothes106

3.11.2点数CountingClothes107

3.11.3打码MarkingonClothes108

3.11.4叠衣FoldingClothes109

3.11.5装包PackingClothes110

3.11.6送衣SendingClothes111

3.11.7处理遗留物品DealingwithPropertiesLeftbyGuests112

3.11.8加快洗衣ExpressValetService113

3.11.9贵宾洗衣VIPValetService114

3.12大湿洗工Washer-largeItems115-117

3.12.1客房,饮食布草洗涤LaunderingLinenF&B&H.KDept.115

3.12.2使用大湿洗机UsingWashed-largeItemsMachine116

3.12.3使用烘干机UsingDryMachine117

3.13小湿洗工Washer-smallItems118-123

3.13.1开机准备PreparationofTurningonMachine118

3.13.2客衣检查,分类Checking&ClassifyingClothes119

3.13.3客衣去迹RemoveStainFromClothes120

3.13.4客衣洗涤LaunderingGuests’Clothes122

3.13.5使用小湿洗机UsingWashed-SmallItemsMachine123

3.14平烫工FlatWorkIronerTurningon124-127

3.14.1开机准备PreparationofTurningonMachine124

3.14.2熨烫口布,枕套IroningNapkin&Pillow-case125

3.14.3熨烫布草（床单,台布）IroningLinen126

3.14.4使用大烫机UsingFlatIroningMachine127

3.15手烫工Presser128-133

3.15.1岗位准备Preparation128

3.15.2熨烫西服上衣IroningSuit129

3.15.3熨烫真丝服装IroningSilkClothes130

3.15.4熨烫西裤IroningTrousers131

3.15.5熨烫衬衫IroningShirt132

3.15.6熨烫T恤衫IroningT-shirt133

3.16干洗工Dry-cleaner134-136

3.16.1使用干洗机UsingDry-cleaningMachine134

3.16.2使用人像机UsingModelMachine135

3.17布草折叠工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楼层客房安全管理制度SafetyRegulationofGuestRooms138

4.3管家部卫生管理制度HygieneManagementRegulation139

4.4管家部防火制度FirePreventionRegulation141

4.5客人失窃处理制度HandlingGuests’ReportofLoss142

4.6客人急病处理制度RegulationonCaringforIllGuests143

4.7客人醉酒处理制度CaringforDrunkGuestsRegulation144

4.8客人携带宠物和易燃易爆品处理制度HandlingPet&DangerousGoods145

4.9客人带走客房物品处理制度HandlingRoomItemsTakedbyGuests146

4.10来访人员登记制度VisitorRegistrationRegulation147

4.11督导查房制度CaptainInspectingRoomRegulation148

4.12洗涤房管理制度LaundryManagementRegulation150

4.13树木花卉管理制度Plants&FlowersManagementRegulation151

4.14草地保养管理制度LawnManagementRegulation152

第五章管家部运转表单153-188

OPERATIONLISTOFH.KDEPT.

第六编:餐饮部

Ⅵ,FOOD&BEVERAGEDEPT

第一章餐饮部组织结构图1

ORGANIZATIONCHAT

第二章餐饮部各岗位职责2-39

POSITIONRESPONSIBILITIESOFF&BDEPT

2.1餐饮部经理F&BDept.Manager2

2.2秘书Secretary4

2.3中菜部经理ChineseRestaurantManager7

2.4中餐厅督导ChineseRestaurantCaptain9

2.5中餐引座员ChineseRestaurantHostess10

2.6中餐厅服务员ChineseRestaurantWaiter/Waitress11

2.7宴会厅督导BanquetHallCaptain12

2.8宴会厅服务员BanquetHallWaiter/Waitress14

2.9宴会预订员BanquetReservationClerk15

2.10备餐间督导PantryCaptain16

2.11传菜员BussBoy17

2.12管事部督导StewardingCaptain18

2.13管事部仓库保管员StewardingStoreAttendant20

2.14管事部洗涤工StewardingDishwasher/Cleaner21

2.15西菜部经理WesternRestaurantManager22

2.16咖啡厅督导CafeteriaCaptain24

2.17扒房督导GrillCaptain27

2.18西菜部引座员WesternRestaurantHostess30

2.19咖啡厅,扒房服务员Cafeteria&GrillWaiter/Waitress32

2.20酒吧督导BarCaptain34

2.21酒吧吧员Bartender36

2.22大堂吧服务员LobbyBarman/Barmaid38

第三章餐饮部各岗位工作程序40-204

STANDARDOPERATIONPROCEDUREOFF&BDEPT

3.1着装到岗Grooming40

3.2中菜部督导ChineseRestaurantCaptain41

3.3中菜部引座员ChineseRestaurantHostess49

3.4中餐零点服务ChineseA-La-CartService55

3.5宴会服务BanquetService72

3.6大宴会厅餐前准备BanquetHallMis-en-place84

3.7中餐宴会服务ChineseBanquetService87

3.8会议服务ConferenceService89

3.9管事部督导StewardingCaptain95

3.10仓库管理员StewardingStoreAttendant102

3.11洗涤工StewardingDishwasher/Cleaner112

3.12西菜部引座员WesternRestaurantHostess143

3.13西菜部服务员WesternRestaurantWaiter/Waitress148

3.14西餐服务WesternFoodService174

3.15订单员订单服务OrderTaker177

3.16送餐员RoomServiceWaiter/Waitress178

3.17调酒员Bartender188

3.18托盘使用TrayServing195

3.19布草更换LinenChanging195

3.20玻璃器皿清擦GlasswarePolishing196

3.21瓷器抛光ChinawarePolishing196

3.22刀具抛光CutleryPolishing197

3.23促销工作SalesPromotionSkills197

3.24上错菜HandlingWrongOrder198

3.25脏盘子撤下CleaningSoiledPlates199

3.26为客人点烟LightingACigarette199

3.27欢迎,道别Greeting&Farewell200

3.28帮客人放置餐巾PuttingANapkin200

3.29使用吐司机UsingTheBreadToaster201

3.30清理,补充工作台Cleaning&ReplenishingASideBoardStation201

3.31处理客人投诉HandlingAGuestComplaint202

3.32征询客人满意CheckingOnGuestSatisfaction202

3.33撤换刀具CutleryRemoving203

3.34使用咖啡机UsingACoffeeMachine204

第四章厨房各岗位职责205-233

POSITIONRESPONSIBILITIESOFKITCHEN

4.1行政总厨ExecutiveChef205

4.2中厨房厨师长ChineseKitchenHeadChef207

4.3中厨房点心督导PastryCaptain208

4.4中厨房点心厨师PastryCook209

4.5粗加工督导PrimaryProcessingCaptain210

4.6粗加工厨师VegetableProcessor&Butcher211

4.7炉灶督导StoveCaptain212

4.8炉灶厨师StoveCook214

4.9烧味督导B.B.Q.Captain215

4.10烧味厨师B.B.Q.Cook216

4.11冷菜督导ColdFoodCaptain217

4.12冷菜厨师ColdFoodCook218

4.13打荷督导AssistantCaptain219

4.14打荷厨师AssistantCook220

4.15蒸灶督导SteamCaptain222

4.16蒸灶厨师SteamCook223

4.17切配督导ChopperCaptain224

4.18切配厨师Chopper225

4.19西厨房厨师长WesternKitchenHeadChef226

4.20冻房督导ColdFoodCaptain227

4.21冻房厨师ColdFoodCook228

4.22热厨房督导HotFoodCaptain229

4.23热厨房厨师HotFoodCook230

4.24初加工,切配厨师VegetableProcessor&Butcher231

4.25包饼房督导BakeryCaptain232

4.26包饼房厨师Baker233

第五章厨房各岗位工作程序234-252

STANDARDOPERATIONPROCEDUREOFKITCHEN

5.1蔬菜加工VegetablesProcessing234

5.2肉类加工MeatProcessing234

5.3水产加工MarineLivesProcessing235

5.4禽类加工PoultryProcessing236

5.5原料订货MaterialOrder237

5.6上浆工作StarchProcessing238

5.7料头准备CondimentPreparing238

5.8处理菜点退回厨房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炉灶工作Stove241

5.13点心制作Pastry242

5.14冷菜制作ColdFood243

5.15水果盘制作FruitCombination243

5.16冻房督导ColdFoodCaptain244

5.17冻房厨师ColdFoodCook245

5.18热厨督导HotFoodCaptain246

5.19热厨厨师HotFoodCook247

5.20初加工,切配厨师VegetableProcessor&Butcher248

5.21包饼房督导BakeryCaptain249

5.22包饼房厨师Baker250

5.23厨房卫生清洁KitchenHygiene251

5.24厨房库存盘点WarehouseofKitchenInventory251

5.25厨房钥匙控制KeyofKitchenUnderControl252

5.26厨房仓库领货控制TakingGoodsFromWarehouseofKitchen252

第六章餐饮部管理制度253-263

ADMINISTERSYTTEMOFF&BDEPT

6.1订单Order253

6.2休假Vacation254

6.3物资调拨MaterialAllot255

6.4物品领用审批及验收ArticleReceiving&Approved256

6.5公关客人接待PublicRelationsReception257

6.6员工培训StaffTraining258

6.7会议Conference258

6.8服务质量检查ServiceQualityInspecting259

6.9酒吧酒水盘存BeverageInventory259

6.10酒吧酒水申领BeverageTaking260

6.11银器SilverWare260

6.12管事部库房贮发StewardingStocked261

6.13餐厅交接班ShiftChanging261

6.14餐厅纪律RestaurantDiscipline262

6.15棉织品控制LinenControl262

6.16厨房食品保藏FoodKeepInStore263

第七章餐饮部运转表格264

OPERATIONLISTOFF&BDEPT

第七编:康体娱乐部

Ⅶ,RECREATIONDEPT第一章康体娱乐部组织结构图1

ORGANIZATIONCHART

第二章康体娱乐部各岗位职责2

POSITIONRESPONSIBITIESOFH&RDEPT

2.1康体娱乐部经理H&RDEPTManager2

2.2康体娱乐部秘书H&RDEPTSecretary3

2.3夜总会督导NightClubCaptain5

2.4夜总会音响师NightClubDJ6

2.5康体中心督导HealthCenterCaptain7

2.6康体中心员工HealthCenterAttendant8

2.7桑拿中心督导SaunaCenterCaptain9

2.8桑拿中心迎宾员SaunaCenterHostess10

2.9夜总会,桑拿酒吧服务员NightClub&SaunaBarAttendant11

2.10桑拿更衣室服务员SaunaLockerAttendant12

2.11桑拿水池服务员(擦背技师)SaunaHealthTechnician13

2.12桑拿休息室服务员SaunaLoungeAttendant14

2.13游泳池督导SwimmingPoolCaptain15

2.14游泳池服务员SwimmingPoolAttendant16

2.15美容美发督导BeautySalonCaptain17

2.16美容美发师Cosmetologist18

2.17KTV督导KTVCaptain19

2.18KTV服务员KTVAttendant20

2.19户外运动督导OutdoorSportsCaptain21

2.20户外运动服务员OutdoorSportsAttendant22

2.21攀岩运动服务员Trend-wallAttendant23

第三章康体娱乐部各岗位工作程序24

STANDARDOPERATIONPROCEDUREOFH&RDEPT

3.1健身房工作程序FitnessCenter24

3.2台球室工作程序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保龄球室对客服务工作程序BowlingRoomService28

3.6网球场的工作程序TennisCourt29

3.7高尔夫球场工作程序GolfCourt30

3.8攀岩的工作程序Trend-wall31

3.9夜总会工作程序NightClub32

3.10夜总会营业前服务操作程Pre-openingService33

3.11夜总会营业间服务操作程序OpeningTimeService34

3.12夜总会营业后服务操作程序ClosingTimeService35

3.13音控室工作程序DJRoom36

3.14KTV包房工作程序KTVPrivateChamber37

3.15美容美发厅服务工作程序BeautySalonService38

3.16游泳池的服务工作程序SwimmingPoolService39

3.17桑拿浴室工作程序SaunaBathroom40

3.18按摩服务工作程序MassageService41

3.19夜总会,桑拿酒吧准备NightClub&SaunaBarPreparing42

3.20酒吧服务程序BarService43

3.21酒吧调酒员酒吧准备BartenderPreparing44

3.22酒吧调酒员领用酒水BartenderReceiving45

3.23制作鸡尾酒水果装饰物CocktailFruitTrimming46

3.24擦拭杯具的工作程序GlassPolishing47

3.25酒水供应的工作程序Wine&BeverageSupplying48

3.26酒水报损的工作程序Wine&BeverageScrap49

3.27酒吧之间酒水调拨InterBarTransfer50

3.28酒水盘点的工作程序Wine&BeverageInventory51

3.29冰箱使用的工作程序RefrigeratorUsing52

3.30结账服务程序Check-out53

第四章康体娱乐部管理制度54

MANAGEMENTSYSTEMOFH&RDEPT

4.1设施设备管理制度Equipment&Facilities54

4.2安全与事故处理制度Safety&AccidentDealing55

4.3部门例会管理制度DepartmentRegularMeeting56

4.4各项目例会管理制度SectionRegularMeeting57

4.5康体项目管理制度HealthCenter58

4.6夜总会管理制度NightClub59

4.7桑拿浴室管理制度SaunaBathroom60

4.8美容美发厅服务管理制度BeautySalon61

4.9部门安全防范制度DepartmentSafetyPrevention62

4.10游泳池管理制度SwimmingPool63

4.11KTV包房服务管理制度KTVPrivateChamber64

4.12夜总会,桑拿酒吧卫生NightClub&SaunaBarHygiene65

4.13户外运动管理制度OutdoorSports66

4.14康体中心卫生管理制度HealthCenterHygiene67

4.15娱乐中心卫生管理制度RecreationCenterHygiene68

4.16户外运动卫生管理制度OutdoorSportsHygiene69

第五章康体娱乐部内部运转表格70-80

INTERIOROPERATIONLISTOFH&RDEPT

第八编:人力资源部

Ⅷ,HUMANRESOURCEDEPT

第一章人力资源部组织结构图1

ORGANIZATIONCHART

第二章人力资源部岗位职责2-16

POSITIONRESPONSIBILITIESOFH.RDEPT

2.1人力资源部总监DirectorofHumanResource2

2.2人事主任Personnelofficer3

2.3劳资主任Laborandpayrollsupervisor5

2.4培训主任Trainingofficer6

2.5秘书Secretary7

2.6后勤主任LogisticalSupervisor9

2.7员工餐厅厨师长StaffRestaurantChef10

2.8员工餐厅副厨师长AssistantChefofStaffRestaurant11

2.9员工餐厅厨师（工）StaffRestaurantCook12

2.10员工餐厅洗涤工StaffRestaurantDishWasher13

2.11员工宿舍督导StaffDormitoryCaptain14

2.12员工后勤管理员RearServiceAttendant15

第三章人力资源部操作程序17-36

STANDARDOPERATIONPROCEDUREOFH.RDEPT

3.1定岗定编Staffinglevels17

3.2人员招聘Staffingemploy18-19

3.3员工入店On-the-job20

3.4员工试用期转正Probationturntobeindueform21

3.5任免,调整审报Appoint&remove,examine&approve22

3.6员工辞职/离店Staffdemission/leave.23

3.7员工请假Staffaskoff24

3.8员工就医Staffhospitalize25

3.9工伤处理Woundofjob26

3.10员工违纪处理DisciplinePunishment27

3.11员工奖励Rewarding28

3.12员工档案管理Stafffilemanaging29

3.13员工加班申请Applicationforovertime30

3.14餐馆宴会钟点工使用UsingcasuallaborF&Bbanquet31

3.15评选月优秀员工Monthlyappraisingexcellencestaff32

3.16年度培训计划和预算的制定Fortrainingbudget33

3.17有关培训表格的使用Usingoftrainingforms34

3.18新员工入店培训Jobtraining35

3.19员工入住宿舍/倒班宿舍Staffaccommodation36

第四章人力资源部管理制度37-70

MANAGEMENTSYSTEMOFH.RDEPT

4.1人事Personnel37-41

4.2考勤Attendance42-43

4.3请假Askforleave44-47

4.4违纪处理Disciplinepunishment48

4.5员工证和名牌Staffcardandnameplate49

4.6员工福利待遇Welfaretreatment50

4.7员工医疗Medicaltreatment51

4.8员工计划生育Familyplanning52

4.9实习生Trainee53

4.10培训Training54-62

4.11员工宿舍Staffdormitory63-64

4.12员工更衣柜及钥匙Lockerandkey65

4.13员工更衣室ChangingRoom66

4.14员工活动室Rearservice67

4.15员工餐厅Staffrestaurant68

4.16员工餐厅就餐Staffdining69

4.17员工浴室Showerroom70

第五章人力资源部各类表格

OPERATIONLISTOFH.RDEPT

第九编:行政保安部

Ⅸ,EXECUTIVE&SECURITYDEPT

第一章行政保安部组织结构图1

ORGANIZATIONCHART

第二章行政保安部各岗位职责2-13

POSITIONRESPONSIBILITYOFE.S.DEPT

2.1行政保安部经理岗位职责Manager2-3

2.2行政保安部秘书岗位职责Secretary4

2.3行政保安部车队长岗位职责ChiefofDrivers5

2.4行政保安部主任岗位职责Supervisor6-7

2.5保安督导岗位职责Captain7-8

2.6保安员岗位职责SecurityGuard8-12

2.7综合监控中心（监控员）岗位职责T.VMonitor13

第三章行政保安部各岗位工作程序14-33

STANDARDOPERATIONPROCEDUREOFE.S.DEPT

3.1钥匙收发程序KeyManagement14

3.2对讲机收发程序Two-wayRadioManagement15

3.3接受火警电话报查工作程序ReceivingEmergencyCall16

3.4监控工作程序TV.Monitor17

3.5门卫工作程序