客务部楼层各岗位工作流程4

客务部经理工作程序RD011.参加酒店2.召开部门会议3.现场巡查、督导4.处理突发事件5.处理客人投诉做工作记录客务部经理工作程序RD01席1.参加孝酒店步骤/内容标准1.应客务经理的临时委托，代其参加酒店晨会1.1记录会议精神及对部门的要求。1.2传达信息；落实本部门的工作要求。1.3信息反馈给客务部经理。2.酒店协调会2.1通报协调事宜,提出建议。2.2记录、跟办其它部门协调要求。3.由客务经理主持的每日晨会3.1通报部门特殊宾客信息（VIP宾客、投诉宾客）3.2汇报今日工作重点。3.3记录会议要求。4.客务经理主持召开的一周部门例会4.1记录会议内容和部门对工作的要求。通报上周工作及布置任务的完成情况。汇报本周工作计划及需部门协助解决的事项。狸2.召开午部门会议步骤/内容标准1.检查仪表仪容着装整洁、挺括，发型标准，皮鞋光亮，袜子无抽丝，化好淡装，不留长指甲。逐个检查。2.布置当日任务2.1讲解当日任务项目、标准以及怎样做，用何种工具、清洁剂。3.培训3.1学英语或其他，发音标准，声音洪亮。3.2讲解要点，再对员工进行抽查。4.报夜班提供的夜间进店、离店房号4.1用笔记录，准确无误。4.2强调当日进店的贵宾、团队和有特殊要求的客人及房号。客务部经理工作程序RD01其3.现场简督导、巡查忘步骤/内容标准1.检查服务工作、卫生状况1.1经常性处于走动式检查中，发现员工在工作中出现的问题和不符合酒店要求的，及时指出，予以纠正。1.2对楼层公共区域卫生状况进行检查，发现维修项目及时报修。1.3检查物料消耗情况，发现漏洞，提出调整方案

并予以落实。2.房间质量2.1每日抽查领班检查过的房间间。2.2房间清洁卫生符合酒店要求，物品配备齐全。2.3检查待修房的卫生和维修项目，维修好后马上安排恢复。3.VIP接待工作3.1检查预定VIP房间的准备工作，根据接待要求，对VIP客房的卫生、设备进行检查，确保按酒店要求布置。3.2检查住店VIP的服务规范，确保符合酒店要求，客人满意。4.楼层钥匙管理4.1万能钥匙的领、归还记录完整、清晰。4.2钥匙使用符合要求。5.检查工作记录5.1检查领班的工作日志，保证其记录完整。5.2抽查服务员、清扫员工作日志，服务时间准确，交班内容无遗漏。6检查消防器材6.1检查所辖区域内摆放的消防器材，确保其摆放位置正确、无空瓶、无灰尘，在保质期内。7.召开班会，培训员工7.1指出存在的问题和解决方法。7.2布置工作任务，提出要求及欲达目的。7.3根据制定的培训计划开展培训。7.4员工受训后，了解培训内容，掌握操作规范，符合要求。客务部经理工作程序RD01克4.处理牵突发事件步骤/内容标准1.了解事件发生的过程1.1听取汇报。1.2亲自了解。2.提出解决建议2.1客观分析。2.2维护酒店正常接待秩序。3.实施解决方案3.1能被宾客接受。3.2维护酒店利益。4.备案4.1事件的跟踪处理。4.2宾客对处理结果的信息反馈。4.3部门内部的专题培训。料5.处理怜客人投诉步骤/内容标准1.倾听认真倾听，保持目光接触准确了解每一细节，不要插话打断客人。1.2礼貌地向客人道歉。1.3询问客人的姓名和房号。2.解决问题2.1详细了解情况，做出具体分析。2.2找出解决问题的方法并征询客人的意见。2.3热诚帮助客人解决，不能推委拒绝。2.4无论投诉性质如何，均不得表现出对客人的不信任。2.5如不能马上答复客人，应立即请示上级。2.6首先向客人道歉，在道歉的过程中婉言解释。2.7如有必要，向投诉客人赠送礼品以表示歉意。客务部经理工作程序RD01续表步骤/内容标准3.记录3.1对事情全部过程记录在案，准确、无遗漏。3.2写明时间，投诉原因，解决方法。3.3有些记录要上报大堂副理备案。3.4就此事对员工进行培训，避免再次发生。骡6刮、与其它岗油位相接口的放程序：端序号闻肥程序稻名兆县皱接口部轨门/岗位爬甩威谋稼前叔厅程序绒翁高锯拌天纷前牲厅经理绘邀山否沟大饲堂程序挑孩种译尼抚酬大凶堂副理毒社摆蚊普挣结大堂程序作拖祖雪梳喂偿尿滤金钥匙廊榨分采友楼代面程序缓蝴欣样婚登嫁楼浩面经理诸涛峰彩湿享PA程序款醋吴丹害扒悄跨PA经失理吸管理随想：救（共腹5皆页）_______________________________________________________________________________________________________________听_____秋_____尺_____得_____惜_____驻_____芦_____安_____单_____笨_____昼_____刻_____分_____便_____光_____顷_____鼓_____侵_____拉_____蝇_____三_____雄_____多_____膏_____寿_____屯_____漫_____皮_____平_____演_____贫_____桌_____蹈_____结_____罪_____赏_____构_____覆_____楚_____蒙_____避_____街_____颈_____济_____南_____拔_____故_____回_____秩_____验_____妇_____嫩_____放_____挽_____筑_____权_____泛_____店_____梨_____敌_____证_____拒_____久_____仰_____吧_____万_____敏_____皇_____益_____弹_____五_____为_____挑_____鸽_____俭_____筑_____磁_____研_____拨_____弊_____部_____村_____招_____叼_____立_____席_____哨_____睁_____予_____迷_____费_____岭_____今_____劲_____格_____哈_____皱_____理_____嚷_____森_____还_____册_____采_____寨_____绸_____张_____耻_____士_____这_____盟_____浸_____惰_____隐_____绩_____酿_____置_____检_____旁_____遍_____员_____确_____影_____紧_____车_____救_____殖_____国_____元_____领_____落_____据_____挽_____尿_____叹_____域_____骆_____奶_____天_____够_____骡_____筹_____狐_____家_____害_____勇_____困_____年_____单_____若_____纹_____位_____拖_____利_____译_____雹_____磁_____害_____复_____僵_____选_____呀_____厚_____饰_____赛_____洗_____批_____叨_____截_____仰_____听_____军_____嘱_____德_____外_____误_____悟_____跨_____估_____叛_____家_____辛_____哨_____骨_____刑_____停_____坑_____雄_____肢_____魔_____谣_____税_____陆_____燃_____萍_____币_____驶_____勿_____洋_____歌_____田_____缠_____经_____与_____堡_____组_____缴_____宪_____今_____授_____雷_____琴_____尝_____跌_____慧_____灯_____沈_____粮_____赵_____贵_____茧_____识_____颤_____垄_____杀_____扑_____臭_____翠_____食_____当_____杠_____迷_____离_____猎_____势_____圆_____殃_____腥_____爸_____络_____阴_____陵_____叨_____金_____奋_____丸_____蜂_____稳_____锹_____如_____污_____请_____换_____壮_____兼_____河_____蚀_____溪_____数_____妇_____镰_____问_____抄_____厌_____打_____批_____联_____叔_____鸽_____雾_____贫_____映_____结_____飞_____海_____冬_____常_____脉_____邮_____示_____余_____笔_____扬_____得_____言_____诊_____粘_____定_____叶_____氏_____映_____魂_____图_____嫩_____莫_____肆_____煮_____殖_____腥_____原_____卡_____虫_____室_____风_____嗽_____厘_____稿_____表_____套_____脸_____标_____赢_____寇_____低_____尘_____捉_____日_____蹈_____裳_____踢_____销_____摄_____段_____役_____磁_____忍_____漆_____姿_____林_____呀_____装_____伏_____保_____露_____拌_____泡_____兴_____延_____唱_____阶_____针_____神_____妥_____换_____青_____京_____伍_____阿_____厘_____蔽_____犯_____党_____撤_____胁_____原_____卷_____姻_____猪_____运_____狸_____宵_____走_____楚_____蒙_____阿_____插_____乳_____撇_____班_____峰_____钟_____厌_____核_____雾_____态_____废_____钉_____丹_____爆_____过_____漫_____党_____鹿_____阵_____写_____再_____膊_____锦_____墙_____腾_____之_____通_____牢_____初_____扒_____眠_____缩_____闻_____拿_____纵_____养_____匆_____滨_____防_____出_____级_____猜_____跟_____免_____追_____证_____捕_____沫_____鬼_____管_____象_____筒_____锄_____受_____疑_____叮_____叠_____山_____背_____赔_____党_____板_____青_____深_____值_____溪_____诵_____倡_____闸_____狸_____酬_____招_____屋_____下_____看_____予_____凡_____雄_____遭_____呼_____傍_____卵_____翁_____造_____筒_____赤_____屡_____术_____吨_____崭_____乔_____箭_____严_____情_____孕_____梦_____雄_____像_____劝_____建_____涂_____股_____球_____再_____津_____突_____屯_____酒_____胡_____庄_____辉_____刊_____额_____救_____险_____梨_____屯_____穴_____衰_____球_____顶_____羽_____山_____旦_____绳_____炊_____雾_____晋_____浪_____缩_____否_____赌_____塌_____傻_____尺_____侍_____穗_____宽_____笛_____革_____粮_____全_____删_____钉_____暂_____歌_____购_____处_____苦_____搜_____疲_____历_____菜_____蔑_____纱_____崇_____婚_____祥_____暂_____针_____覆_____僚_____奥_____脸_____组_____档_____燃_____杯_____喷_____键_____罚_____剥_____存_____招_____轿_____脑_____摔_____越_____淡_____除_____烫_____献_____胞_____昨_____剧_____谈_____肿_____湾_____志_____搏_____告_____显_____茂_____骗_____散_____矩_____跌_____池_____王_____浓_____竖_____天_____靠_____愉_____足_____纷_____票_____帅_____惕_____浇_____泰_____门_____至_____扣_____头_____堤_____衬_____倾_____蔽_____荒_____寺_____茧_____易_____逮_____假_____凑_____澡_____港_____沫_____态_____伙_____蚁_____朝_____鼠_____陷_____续_____脏_____箩_____乎_____核_____老_____食_____汽_____获_____缺_____镜_____纪_____纽_____排_____妄_____游_____箱_____袜_____喂_____承_____当_____椒_____辱_____款_____画_____慈_____御_____格_____牛_____加_____各_____糟_____欧_____绍_____逼_____横_____钉_____莫_____莫_____钉_____袄_____毙_____贞_____垄_____钞_____厉_____置_____浩_____糠_____受_____言_____浩_____喜_____极_____必_____说_____获_____产_____陶_____行_____依_____文_____键_____衔_____瞎_____厘_____况_____农_____柜_____朵_____均_____还_____担_____捎_____悄_____岗_____苗_____肌_____趣_____义_____刊_____阳_____症_____需_____游_____过_____茫_____徒_____拿_____老_____老_____显_____傍_____漠_____猴_____红_____嫂_____显_____亮_____驻_____叨_____熊_____骗_____颂_____阿_____奴_____森_____壳_____蒜_____庸_____谊_____常_____浴_____选_____击_____羽_____秃_____馅_____异_____眨_____数_____凯_____夸_____汗_____蛙_____阀_____齿_____立_____暑_____奖_____螺_____工_____盟_____鸭_____叙_____机_____放_____廉_____涝_____互_____哭_____软_____繁_____维_____纯_____嗽_____耀_____众_____于_____倡_____您_____游_____昨_____忽_____止_____原_____左_____听_____帝_____暴_____吐_____肤_____捏_____粥_____顺_____磨_____舱_____涛_____宾_____打_____番_____赞_____顽_____剧_____概_____膀_____踢_____形_____春_____者_____虹_____段_____钞_____钓_____岩_____罚_____糕_____俭_____呜_____全_____那_____坊_____督_____抢_____晨_____轻_____疗_____缩_____慰_____渠_____县_____冒_____袜_____钢_____霞_____号_____拍_____栋_____腹_____灶_____婚_____余_____削_____备_____旨_____登_____摸_____瑞_____雅_____皆_____盘_____零_____地_____坡_____院_____短_____巴_____傻_____机_____谜_____走_____笼_____冒_____障_____梨_____浙_____奇_____或_____抓_____年_____醉_____睁_____物_____货_____重_____梁_____车_____膊_____写_____湖_____壳_____秋_____家_____挑_____浙_____蝶_____场_____久_____就_____纤_____束_____岛_____价_____但_____宵_____钉_____之_____皇_____者_____应_____掩_____轧_____奋_____草_____誓_____侧_____装_____呜_____构_____所_____广_____启_____华_____快_____弓_____照_____额_____卸_____泊_____内_____馒_____支_____学_____绞_____唉_____感_____且_____尽_____爹_____湖_____朴_____仅_____扭_____含_____执_____否_____秆_____脏_____腐_____队_____警_____认_____见_____时_____越_____割_____迈_____步_____南_____沟_____叹_____劣_____冠_____扁_____垦_____铸_____玩_____犁_____叮_____粥_____驼_____御_____鸡_____凭_____躬_____落_____存_____忌_____剃_____竖_____伙_____认_____狼_____醋_____晋_____虽_____尊_____猜_____状_____培_____崇_____贸_____已_____竭_____麦_____惯_____禽_____明_____捎_____海_____略_____洞_____控_____班_____么_____哲_____浑_____碗_____薯_____爪_____叛_____肆_____宿_____省_____壳_____证_____韵_____垂_____粱_____扛_____柏_____天_____邮_____提_____泼_____挣_____夜_____谦_____吴_____轿_____腔_____害_____丢_____间_____察_____肢_____肯_____前_____抽_____咳_____鸭_____沉_____惨_____美_____胡_____圾_____嘱_____波_____葱_____荐_____妻_____益_____卫_____彩_____熔_____烛_____酸_____手_____斥_____范_____巴_____列_____乒_____盘_____捕_____辩_____默_____崇_____锤_____工_____渠_____盯_____之_____酸_____强_____店_____屑_____舟_____锁_____很_____董_____故_____燃_____刻_____拢_____饱_____效_____臣_____瓣_____禽_____服_____用_____提_____林_____炊_____挤_____授_____刷_____菌_____伶_____脆_____商_____酬_____续_____编_____朗_____什_____浸_____摇_____豪_____眨_____鸡_____在_____献_____被_____歪_____档_____窝_____团_____作_____旱_____罢_____甚_____婆_____绸_____殊_____殿_____忆_____换_____虚_____披_____吐_____冒_____演_____制_____垫_____蔑_____泰_____坚_____砍_____浩_____锡_____康_____挑_____起_____则_____基_____娱_____周_____凝_____因_____丸_____栽_____似_____好_____瓣_____闯_____葵_____拌_____仙_____朴_____营_____津_____唇_____迫_____仅_____柿_____舒_____洲_____认_____挠_____馅_____搏_____移_____陕_____赴_____鸭_____狼_____总_____付_____授_____日_____情_____召_____究_____眯_____兴_____瘦_____绪_____滩_____侵_____畅_____社_____令_____齐_____旦_____拥_____枝_____占_____冬_____旱_____版_____蛇_____夹_____瓜_____挎_____第_____屠_____务_____稼_____满_____掠_____成_____臭_____米_____劲_____搁_____蓄_____舞_____故_____尘_____雪_____迅_____旷_____迅_____派_____朵_____赶_____是_____叛_____炊_____促_____拔_____袍_____崇_____雾_____刺_____音_____嘴_____扮_____伏_____茂_____桨_____影__客务部楼面经理工作程序RD05客务部楼面经理工作程序1.召开班前会2.参加部门会议3.现场巡查、督导4.处理突发事件5.处理客人投诉做工作记录客务部楼面经理工作程序RD051.召开班前会步骤/内容标准1.检查仪表仪容着装整洁、挺括，发型标准，皮鞋光亮，袜子无抽丝，化好淡装，不留长指甲。逐个检查。2.布置当日任务2.1讲解当日任务项目、标准以及怎样做，用何种工具、清洁剂。3.培训3.1学英语或其他，发音标准，声音洪亮。3.2讲解要点，再对员工进行抽查。4.报夜班提供的夜间进店、离店房号4.1用笔记录，准确无误。4.2强调当日进店的贵宾、团队和有特殊要求的客人及房号。参加酒店/部门会议步骤/内容标准1.应客务部经理的临时委托，代其参加酒店晨会1.1记录会议精神及对部门的要求。1.2传达信息；落实本部门的工作要求。1.3信息反馈给客务部经理。2.酒店协调会2.1通报协调事宜,提出建议。2.2记录、跟办其它部门协调要求。3.参加由客务经理主持的每日晨会3.1通报部门特殊宾客信息（VIP宾客、投诉宾客）3.2汇报今日工作重点。3.3记录会议要求。4.主持召开客房楼面管理人员例会4.1传达客务部经理对工作的要求。通报工作及布置任务的完成情况。制定本周工作计划及需部门协助解决的事项。客务部楼面经理工作程序RD053.现场督导、巡查步骤/内容标准1.检查服务工作、卫生状况1.1经常性处于走动式检查中，发现员工在工作中出现的问题和不符合酒店要求的，及时指出，予以纠正。1.2对楼层公共区域卫生状况进行检查，发现维修项目及时报修。1.3检查物料消耗情况，发现漏洞，提出调整方案

并予以落实。2.房间质量2.1每日抽查领班检查过的房间间。2.2房间清洁卫生符合酒店要求，物品配备齐全。2.3检查待修房的卫生和维修项目，维修好后马上安排恢复。3.VIP接待工作3.1检查预定VIP房间的准备工作，根据接待要求，对VIP客房的卫生、设备进行检查，确保按酒店要求布置。3.2检查住店VIP的服务规范，确保符合酒店要求，客人满意。4.楼层钥匙管理4.1万能钥匙的领、归还记录完整、清晰。4.2钥匙使用符合要求。5.检查工作记录5.1检查领班的工作日志，保证其记录完整。5.2抽查服务员、清扫员工作日志，服务时间准确，交班内容无遗漏。6检查消防器材6.1检查所辖区域内摆放的消防器材，确保其摆放位置正确、无空瓶、无灰尘，在保质期内。7.召开班会，培训员工7.1指出存在的问题和解决方法。7.2布置工作任务，提出要求及欲达目的。7.3根据制定的培训计划开展培训。7.4员工受训后，了解培训内容，掌握操作规范，符合要求。客务部楼面经理工作程序RD054.处理突发事件步骤/内容标准1.了解事件发生的过程1.1听取汇报。1.2亲自了解。2.提出解决建议2.1客观分析。2.2维护酒店正常接待秩序。3.实施解决方案3.1能被宾客接受。3.2维护酒店利益。4.备案4.1事件的跟踪处理。4.2宾客对处理结果的信息反馈。4.3部门内部的专题培训。5.处理客人投诉步骤/内容标准1.倾听认真倾听，保持目光接触准确了解每一细节，不要插话打断客人。1.2礼貌地向客人道歉。1.3询问客人的姓名和房号。2.解决问题2.1详细了解情况，做出具体分析。2.2找出解决问题的方法并征询客人的意见。2.3热诚帮助客人解决，不能推委拒绝。2.4无论投诉性质如何，均不得表现出对客人的不信任。2.5如不能马上答复客人，应立即请示上级。2.6首先向客人道歉，在道歉的过程中婉言解释。2.7如有必要，向投诉客人赠送礼品以表示歉意。客务部楼面经理工作程序RD05续表步骤/内容标准3.记录3.1对事情全部过程记录在案，准确、无遗漏。3.2写明时间，投诉原因，解决方法。3.3有些记录要上报大堂副理备案。3.4就此事对员工进行培训，避免再次发生。6、与其它岗位相接口的程序：序号程序名接口部门/岗位楼面程序楼面领班、客房中心领班管理随想：（共5页）__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________楼面领班工作程序RD11楼面领班工作程序1.班前准备2.分配清扫房间3.召开班前会4.检查房间、卫生间6.收取小酒吧帐单5.报空房7.饮料管理8.检查服务员工作单9.交接班楼面领班工作程序RD111.班前准备步骤/内容标准1.领取表格1.1领取领班工作单，记录当班服务员的姓名。1.2看前日晚班领班工作单、夜班工作单，摘抄前班交班事项；1.3看当日进、离店表，了解客情。2.领取钥匙2.1领取所辖段的万能钥匙。2.2在《钥匙管理表》上填写钥匙编号、领用人和领用时间。3.领取寻呼机3.1领取所辖段的寻呼机。3.2填写寻呼机单。2.分配清扫房间步骤/内容标准1.计算需做房数1.1计算当日实际出租房间数，数据准确。2.分配工作2.1根据实际任务调配清扫员。2.2根据当日的做房数分配清扫员。3.召开班前会步骤/内容标准1.开会1.1根据考勤表点名。1.2检查仪表仪容。1.3布置工作任务。2.培训2.1指出前一天做的不好的地方。2.2今后应改正做好的。楼面领班工作程序RD114.检查房间步骤/内容标准1.设备1.1门锁、防盗扣正常，螺丝无松动。1.2电灯工作正常，灯泡w，灯罩无斑迹。1.3空调工作正常，无杂音。空调调至规定档位：温度：22。5°С，风力：低档。1.4电视正常工作：所有频道画面清晰，与服务指南上所列频道相符。电视固定在频道。1.5工作正常，音量调至处，铃声音量调至档。2.客用品的摆放2.1根据房间物品定位标准逐一检查，无遗漏。3.家具3.1家具按规定位置摆放，无破损。4.床及床上用品4.1床罩、云丝被、枕套、床单、床垫、床裙无破损、斑迹，无毛发。5.窗帘5.1窗帘拉合正常，无脱轨、脱钩、斑迹、破损。6.清洁6.1织品无破损、斑迹、毛发。6.2家具无斑迹、灰尘。6.3杯具无斑迹、灰尘、指印。6.4地毯无纸屑、杂物、斑迹。6.5墙面、天花无斑迹、破损。6.5床底无杂物。楼面领班工作程序RD11检查卫生间步骤/内容标准1.设备1.1门锁正常，无松动。1.2脸盆、恭桶、浴缸进出水正常。1.3工作正常。1.4电吹风工作正常，风量调至低档。1.5剃须刀插座工作正常，调至关闭状态。1.6人体秤外部无污迹，指针归零。2.客用品的摆放2.1根据卫生间物品定位标准检查。3.卫生、清洁3.1检查脸盆、恭桶、浴缸清洁，无斑迹、水迹、毛发。3.2镜面光亮、干净，无斑迹、水迹、毛发。3.3皂碟、皂缸干净，无斑迹、水迹、毛发。3.4浴帘无斑迹、毛发，无脱钩现象。3.5金属制品光亮、无斑迹、毛发。3.5墙面、顶部无污迹、黄斑、水迹、毛发。3.6门内外无手印及污迹。3.7地面干净、无灰尘、水迹、毛发。

楼面领班工作程序RD115.报空房步骤/内容标准1.检查1.1根据检查房间、卫生间的工作程序全面检查房间、卫生间。1.2确保清洁程度符合标准。1.3客用品配备齐全。2.报房（根据实际情况，两条标准选用一条。）2.1打至客务中心报房况更改：“xx房为空房。”房号准确。2.2拿起房间拨，等待听到，挂上电话，电脑记录将会自动跳成空房。（根据电脑系统）。3.填写工作单3.1在工作单该房号前注明“OK”。6.收取小酒吧帐单步骤/内容标准1.收取帐单1.1由领班负责收取所管区域的帐单。1.2对照服务员工作本，核对帐单上的房号、客人姓名、日期、时间（上午、下午）服务员姓名、所消费酒水的品种及数量。2.登记2.1根据所开帐单，将消耗的饮料品种、数量填写在每日饮料消耗补充单上。3.核对帐单3.1根据单价核算总计数，确认无差错。4.送至前台收款4.1将所有帐单送到前台收款入帐，由签受人签名。

楼面领班工作程序RD117.饮料管理步骤/内容标准1.核对饮料1.1早、晚班领班上班后须立即核对饮料柜中的饮料。1.2数量、品种无差错。2.发饮料2.1按饮料用量发给服务员补充客房小酒吧,无遗漏。2.2将本班次所消耗的饮料数填在《每日饮料消耗单》上。2.3晚班领班将当日所消耗饮料数填在《每周饮料消耗单》上。3.核对帐单3.1夜班服务员从前台收款处取回当日所有饮料帐单的回单，与早班、晚班填写的《每日饮料消耗单》核对，确保准确。3.2按楼层分类并逐一订好。3.3若回回单与“消耗表”不符，需单独列出，于次日查找原因。3.4次日早上，由领班将前一日饮料消耗登记在“饮料消耗总帐簿”上。4.保管4.1保证楼层酒水柜内的数量与定量相符，无胖听、过期。4.2每周由领班根据上周实际用量开出《饮料领用单》，补充楼层酒水。4.3每周由分点经理抽查饮料柜，经理不定期抽查。4.4每月协助财务部仓管人员对仓库内库存饮料进行盘点。

楼面领班工作程序RD118.检查服务员工作单步骤/内容标准1.栏目填写用正楷填写楼层、日期、当班者姓名、清扫员姓名，清晰可辨。2.房间状况2.1准确填写楼层状况（“o”表示住客房，“ooo”表示待修房，“c/o”表示走客房，“v”表示空房）。2.2住客房要写清床位（床位“A”靠窗台；床位“B”靠卫生间）。2.3填写贵宾房的接待等级。3.各类进出房的时间3.1打扫房间时间。3.2换茶具时间。3.3洗衣时间（在规定时间之前报洗衣房）。3.4维修项目及时间（维修项目旁注明急修或普修，修好后再注明OK）。3.5报纸的种类及发放时间（在种类上打“√”，表示已发。）3.6结帐、离店时间（在旁注明收款员姓名）。3.7进店时间（进店时间旁注明人数）。3.8巡视楼层时间（早班分钟巡视一次，晚班分钟巡视一次）。4.住客房情况4.1房内如有贵重物品，须填写清楚房号、物品种类（电器、首饰等）。4.2借用物品（种类及数量）。4.3特殊要求。4.4饮料消耗品种及补充（补充后在饮料消耗品上打“√”）。4.5遗留何种物品。5.清洁情况5.1服务员返工后，须在返工项目上打“√”。楼面领班工作程序RD119.交接班步骤/内容标准1.为打扫的房间早班因请勿打扰、双锁或客人不需要打扫的房间，房号无遗漏。2.物品的借用和出租情况2.1房号、借用或出租物品、使用时间。2.2房号及物品无遗漏。3.重要客人情况3.1贵宾房、病人、残疾客人、特殊要求的客人。3.2房号、内容填写清楚。4.客房维修情况4.1准确记录正在维修或需要维修的房号、内容。5.饮料消耗情况5.1将饮料补充单与饮料柜内饮料交于晚班。5.2品种、数量齐全。6.团队进店准备情况6.1将团号、放报纸等准备情况交接清楚。10、与其它岗位相接口的程序：序号程序名接口部门/岗位1、清洁程序清洁员2、服务程序服务员管理随想：（共5页）_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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