《五星级酒店运营管理实务全集》教学资料.doc

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1、Good is good, but better carries it.精益求精，善益求善。五星级酒店运营管理实务全集-营运管理实务目录WORKINGMANUALOFREDBOATHOTEL写在前面的话PREFACE总编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Quality

2、Guarantee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：总经理第一章 、GENERALMANAGER总经理1-6G.M1.1总经理GeneralManager1-3第二章 1.2驻店经理ResidentManager4-6总经理秘书7-11G.MSSECRETARY2.1总经理秘书G.MSecretary7-92.2文员Clerk10-11第三章会议程序12MEETINGSCHEDULE第二编：市场营销部第一章 、MARKET&SALESDEPT市场营销部

3、组织结构图4第二章 ORGANIZATONCHART市场营销部各岗位职责5-14POSITIONRESPONSIBILITIESOFM&SDEPT2.1市场营销部经理M&SDeptManager5-62.2商务销售代表SalesRepresentativeofCommercial7-82.3旅行社销售代表SalesRepresentativeofTravelAgency9-102.4秘书Secretary11-122.5美工ArtDesigner13-14第三章市场营销部各岗位工作程序及标准15-26STANDARDOPERATIONPROCEDUREOFM&SDEPT3.1商务销售代表促销访

4、问PromotionandSalesCall15-163.2长包房销售Long-StayingRoomSales17-193.3团队预订GroupReservation20-213.4旅行社销售代表外出销售OutsideSalesCall223.5会议销售ConferenceSales23-243.6与旅行社签订协议TravelAgencyAgreementSigning253.7团队预订更改、取消ReservationAmendment&Cancellation26第四章附加程序27-32ACCESSORYPROCEDURES4.1处理突发事件HandlinganEmergency274.2

5、客用印刷品制作PressworkMaking284.3客户档案建档AccountFileEstablishing294.4大型活动工作安排LargeActivityArrangement304.5组织新闻发布会PressBriefing32第五章市场营销部管理制度33-38MANAGEMENTSYSTEMOFM&SDEPT5.1接待Reception33-355.2办公室环境OfficeEnvironment365.3资料Data365.4例会RegularMeeting375.5工作汇报JobReport385.6工作业绩考核JobResultEvaluation385.7美工室管理制度Ar

6、tDesignOffice38第六章市场营销部内部运转表格39-49OPERATIONLISTOFM&SDEPT第三编：财务部第一章 、FINANCIALDEPT财务部组织结构图1第二章 ORGANIZATIONCHART财务部岗位职责及工作程序2POSITIONRESPONSIBILITIESOFFINDEPT2.1财务总监FinancialController22.2副财务总监DeputyFinanceDirector42.3秘书Secretary62.4会计主任ChiefAccountant72.5总帐GeneralLedger102.6费用核算员CostControlClerk142.

7、7资产核算员AssetsLedgerClerk172.8信贷应收员Credit&A/R192.9应付款文员AccountsPayableClerk222.10出纳员Cashier252.11工资员Payroll282.12收银主任ChiefCashier292.13收银督导CashierCaptain312.14审计员Auditor322.15总台收银FrontDeskCashier342.16站点收银员OutletsCashier382.17成本控制部主任ChiefCostController412.18材料核算员CostingClerkMaterials442.19食品原料仓库保管员Sto

8、rekeeperFood462.20饮品烟草仓库保管员StorekeeperBeverage&Tobacco492.21物资仓库保管员StorekeeperGeneral512.22收货员ReceivingClerk532.23电脑部经理EDPManager552.24电脑硬件工程师EDPOfficerHardware572.25电脑软件工程师EDPOfficerSoftware592.26采购部经理PurchasingManager612.27采购部督导PurchasingCaptain632.28采购员Purchasier64第三章财务管理制度与程序67MANAGEMENTSYETEM&P

9、ROCEDUREOFFINDEPT3.1餐厅收银结帐RestaurantCashierCheck-out673.2信用卡结帐CreditCardCheck-out683.3信用卡压卡CreditCardPush-Down693.4收银员编制报告CashierWorkoutReporting703.5收银员下班交接CashiersOffDutyConnect713.6总出纳工作GeneralCashierJobProcedures723.7现金支出报销CashPayout733.8客房房租收入审计GuestRoomRateReceiptAudit743.9转帐支票授理VirementCheque

10、TeachTheReason753.10信用卡托收的处理CreditCardCollectionsmanage763.11点菜单传递的控制CaptainOrderTransferControl773.12帐单传递BillTransferProcedures783.13货币传递控制CurrencyTransferControl793.14客人离店时间的控制GuestDepartureTimeControl803.15房租减免的内部控制RentDeratingInsideControl813.16营业点帐单建立OutletsBillFound823.17营业点帐单结帐OutletsBillChec

11、k-out833.18信用卡授权程序CreditCardAccredit843.19散客签字消费FITSigningConsume853.20单位、团队签字转帐Unit&GroupSigningTransferAccount863.21营业发票使用BusinessInvoiceUseing873.22审核营业点帐款AuditOutletsAccount883.23审核前厅帐款AuditFrontOfficeAccount893.24编制营业日报表WorkoutBusinessDayStatement903.25夜间稽核工作NightAuditJob913.26信贷政策CreditPolicy9

12、23.27预算编制程序BudgetWorkoutProcedures953.28应收款管理AccountsReceivableManage963.29收银员管理OutletsCashierManage973.30出纳员管理CashierManage983.31审计员管理AuditorManage1003.32现金管理CashManage1013.33总出纳管理GeneralCashierManage1033.34采购部管理StockingManage1043.35物资采购申请GoodsStockApplication1063.36采购报价、确认StockQuotedPrice&Confirm1

13、073.37采购审批StockExamine&Approve1083.38采购物品的结算StockGoodsBalanceofaccounts1093.39提货工作程序PickUpTheGoodsJobProcedures1103.40物品验收程序GoodsReceiving1113.41采购方式及有关程序StockWay&Procedures1123.42仓库的收、发及盘存StoreroomAccepting、SendOut、Inventory1203.43食品和饮料存货-定价、标志与贮藏F&BStock:price、Sign&Store1223.44食品和饮料存货-发货、申请领货F&BSt

14、ock:SendOut&Application1243.45食品和饮料存货-标准存货F&BStock:Standard1263.46食品和饮料存货-实地盘存F&BStock:On-The-SpotInventory1283.47食品成本控制程序FoodCostControl1303.48食品标准成本卡制作FoodStandardCostCardExecution1313.49食品标准成本计算FoodStandardCostAccount1323.50食品标准成本核算FoodStandardCostCheck1333.51餐饮公关费用F&BPublicrelationsCost1343.52菜肴

15、的产销核对MenuProduce&SellCheck1353.53酒水标准成本制作BeverageStandardCostCheck1363.54饮料成本控制BeverageCostControl1373.55饮料销售还原表建立BeverageSaleRevertFormFound1383.56餐饮成本日报表编制F&BCostDayStatementWorkout1393.57鲜活食品价格的制订FreshFoodPriceWorking-Out1403.58干货水果等验收DriedFood&FruitEtcReceiving1413.59鲜活食品验收单据填写FreshFoodReceiving

16、BillFillIn1423.60应付款管理AccountsPayableManage1433.61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POSITIONRESPONSIBILITIESOFF.ODEPT2-232.1前厅部经理F.OManager22.2前厅部秘书F.OSecretary32.3大堂副理AssistantManager42.4前台接待经理Reception

17、Manager62.5前台接待员Receptionist72.6预订员ReservationClerk92.7总机督导OperatorCaptain112.8总机话务员Operator122.9首席礼宾司ChiefConcierge132.10迎宾员Doorman142.11行李员Bellman162.12商务中心督导B.CCaptain172.13商务中心文员B.CClerk182.14商场经理GiftShopManager202.15商场员工Seller212.16医务室医生InfirmaryDoctor22第三章前厅部各岗位操作程序STANDARDOPERATIONPROCEDUREOF

18、F.ODEPT第一节前厅部各岗位每日工作内容F.ODepartmentCheckList24-393.1.1前厅部经理F.OManagerCheckList243.1.2大堂副理AssistantManager253.1.3前台接待经理ReceptionManager273.1.4总机/商务中心督导Operator/B/CCaptain293.1.5首席礼宾司ChiefConcierge303.1.6预定员Preservationist313.1.7前台接待Receptionist323.1.8礼宾员Concierge353.1.9商场员工Seller363.1.10总机话务员Operator

19、373.1.11商务中心文员B/CClerk39第二节前台程序与标准F.OStandardOperationProcedure40-733.2.1受理电话预订RoomReservationbyCalling403.2.2传真、信函订房RoomReservationbyFax、Letter413.2.3来店预订操作RoomReservationontheSpot423.2.4变更预订的处理BookingAmendment433.2.5散客入住程序FITCheck-in443.2.6散客离店程序FITCheck-out463.2.7残疾人接待程序HandicappedCheck-in483.2.8

20、团队入住GroupCheck-in493.2.9团队离店GroupCheck-out503.2.10长住客人接待服务Long-stayingGuestsService513.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange523.2.12宾客推迟离店DelayCheck-out533.2.13处理双锁门，开双锁门RoomDoubleLock543.2.14贵重物品寄存HandingSafeDepositChanging553.2.15调换房间/调整价格Room/RateChanging563.2.16处理折扣HandletheRebateChanges5

21、83.2.17房间异常报告处理RoomDiscrepancyReport593.2.18行政楼层客人接待ExecutiveFloorGuestArrival613.2.19行政楼层客人离店ExecutiveFloorGuestDeparture623.2.20客房没有准备好RoomnotReadyonArrival633.2.21处理宾客留言Messagehandling643.2.22查询客人房号RoomNumberInquire653.2.23总台物品转送GuestsArticlesSend/Transfer663.2.24VIP信息更改VIPinformationChange683.2.

22、25办理房间房租变更手续RoomChargeChanging693.2.26房间分配RoomAllotment703.2.27房间钥匙管理Room-keyManagement723.2.28建立客史档案SetupGuestsHistory73第三节大堂副理程序与标准AssistantManagerStandardOperationProcedure74-843.3.1贵宾入住VIPCheck-in743.3.2接待重要团队宾客VIPGroupCheck-in773.3.3展房/介绍酒店ShowRooms/HotelTours783.3.4处理宾客投诉ComplainHandling793.3.

23、5处理宾客遗留物品HandlingGuestsPropertiesLeftBehind803.3.6处理宾客房门锁失灵RoomlockOutOfOrderHandling813.3.7突发事件的处理步骤Urgent/AccidentHandling823.3.8处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone84第四节礼宾部程序与标准ConciergeStandardOperationProcedure85-1023.4.1迎宾员DoorManStandardOperation853.4.2行李员BellManStandardOperation8

24、83.4.3处理宾客邮件、信件GuestsPostalItems、LettersHandling953.4.4处理宾客物品转交GuestsArticlesTransfer963.4.5一、二楼公共区域寻人服务PublicAreaPagingService973.4.6客人行李寄存服务GuestsLuggageStoreService983.4.7提供出租车服务CarRentalService993.4.8委托代办服务ConciergeService1003.4.9资料收集及整理DataCollectandArrange101第五节总机程序与标准OperationStandardOperatio

25、nProcedure103-1103.5.1接转内外线电话PhoneCallConnectingandExchanging1033.5.2处理直拨长途电话LongDistanceCallService1043.5.3前厅部总机免打扰服务DoNotDisturbCallService1053.5.4叫醒服务Wake-upService1063.5.5电话咨询服务TelephoneInformationService1073.5.6电话寻人服务PagingServicebyTelephone1083.5.7发布天气报告WeatherForecastService1093.5.8话务台维护与保养Ma

26、intenanceofA.B.EEquipment110第六节商务中心程序与标准BusinessCenterStandardOperationProcedure111-1203.6.1接收传真FaxReceiving1113.6.2接收客人委托向外发出传真FaxSending1123.6.3提供打字服务TapingService1143.6.4复印服务CopyingService1153.6.5代办快件MailExpressService1163.6.6提供翻译服务TranslationService1173.6.7提供文件装订服务BindingService1183.6.8提供电话服务Pub

27、licTelephoneService1193.6.9商务中心设备维护及保养MaintenanceofBCEquipment120第七节商场程序与标准GiftShopStandardOperationProcedure121-1243.7.1零售商品进货制度StockwithGoods1213.7.2商场换货服务HowtoHandlingGuestChangingGoods1223.7.3售后服务AfterSaleService123第四章前厅部各项管理制度MANAGEMENTSYSTEMOFF.ODEPT125-1474.1前厅部行为规范TheF.ODeptStaffBehaviorStan

28、dard1254.2前厅部各岗位规章制度TheF.ODeptRegulationSystem1294.3总台考核条例EvaluationRulesofFrontDesk1334.4礼宾部考核条例EvaluationRulesofConcierge1364.5商场考核条例EvaluationRulesofGiftShop1394.6商务中心考核条例EvaluationRulesofBusinessCenter1444.7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、HOUSE

29、KEEPINGDEPT第一章管家部组织结构图1第二章 ORGANIZATIONCHART管家部岗位职责1-25POSITIONRESPONSIBILITYOFH.KDEPT2.1管家部经理H.KDept.Manager22.2楼层经理HeadFloorSupervisor32.3楼层督导FloorCaptain52.4楼层服务员RoomAttendant72.5楼层清扫员RoomCleaner92.6公共区域经理PublicAreaSupervisor112.7公共区域督导PublicAreaCaptain122.8公共区域服务员PublicAreaAttendant132.9花房管理员Flo

30、rist142.10公共区域清洁工PublicAreaCleaner152.11洗涤部经理LaundryManager162.12洗涤部督导LaundryCaptain172.13干洗工DryCleaner182.14大湿洗工Washer-LargeItems202.15小湿洗工Washer-SmallItems212.16平烫工FlatWorkIroner222.17布草折叠工LinenFoldingAttendant232.18布草收发员LinenDeliveryMaid24第三章 2.19制服收发员UniformDeliveryMaid25管家部各岗位操作程序27-136TANDARDO

31、PERATIONPROCEDUREOFHK.DEPTS3.1楼层经理HeadFloorSupervisor273.1.1处理客人投诉HandlingGuestsComplains273.2楼层督导FloorCaptain28-313.2.1检查客房CheckingGuestRooms283.2.2收取小酒吧帐单CollectingMini-barBill303.2.3饮料管理Controllingwine&Beverage313.3楼层服务员RoomAttendant32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey323.3.2开酒水帐单Fillingin

32、Wine&BeverageBill333.3.3杯具洗涤、消毒Washing-up&DisinfectingGlassware343.3.4客用品领用、存放Applicationof&KeepingItems353.3.5客人要求开门HandlingRequestforOpeningtheDoor363.3.6引领客人进房GreetingtheGuests373.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest383.3.8客人离店结帐GuestCheck-out393.3.9查走客房（遗留物品）Check-upC/ORoom403.3.10做夜床P

33、rovidingTurn-downService413.3.11开房门OpeningtheDoor433.3.12加床HandlingRequestforExtraBed443.3.13铺床MakingtheBed453.3.14上毛巾、茶水OfferingTowel/TeaService463.3.15客房二次打扫Re-cleaningtheRoom473.3.16重点宾客进房ReceivingVIP483.3.17擦皮鞋ProvidingFreeShoeShiningService493.3.18翻转床垫TurningtheMattress503.3.19洗涤浴帘WashingShower

34、Curtain513.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner523.3.21处理意外损坏宾客物品DealingwithDamagingGuestsArticles533.4客房清扫员RoomCleaner54-593.4.1整理工作车CleaningupMaidsCart543.4.2打扫住客房MakingupOccupiedRoom553.4.3清扫卫生间MakingupWashingRoom573.4.4工作车摆放MaidsCartSetting583.4.5空房清扫MakingupVacantRoom593.5客房中心服务员Housekeep

35、ingCenterAttendant60-643.5.1核对未进店客房报告CheckingNo-showRoomReport603.5.2核对查房报告CheckingRoomReport613.5.3客用品的借用、登记和保管ItemsLoan/Registration/Keeping623.5.4接打内部电话Receiving&MakingInsideCall633.5.5处理前台报表DealingwithDept.Reports64附录：客房中心常备客用品清单64Appendix:ListofItemsPreparedinHousekeepingCenter3.6PA服务员PAAttenda

36、nt65-813.6.1石材日常保养MarbleDailyMaintenance653.6.2大理石地面打蜡PolishingMarblewithWax663.6.3大理石地面起蜡WaxRemoveFromMarble673.6.4石材墙壁上蜡PolishingWallwithWax683.6.5清洗地毯（干泡）CleaningCarpet(Dry-clear)693.6.6洗地毯（抽洗）WashingCarpet703.6.7沙发抽洗WashingSofa723.6.8清洁铜条CleaningCopperStrip733.6.9清洁客梯CleaningElevator743.6.10清洗吸尘

37、器CleaningVacuumCleaner753.6.11使用三合一抽洗机UsingWetVacuumCarpetExtractor763.6.12使用洗地机UsingCleanMarbleMachine773.6.13使用吸水机UsingWet&DryVacuumCleaner783.6.14使用高速抛光机UsingUltraHighSpeedMachine793.6.15清洁玻璃PolishtheWindow-panes803.6.16花岗岩地面晶硬处理CrystallizeMarble813.7PA保洁工PACleaner82-863.7.1棉尘推药剂处理SprayFloorDustR

38、emoverontheMop823.7.2推尘（清洁大理石地面）DustRemovedFromFloor833.7.3清洁各公共区域卫生CleaningthePublicAreas843.7.4洗手间日常清洁保养CleaningWashingRoom853.7.5客人醉酒呕吐处理DealingwithDrunkGuests863.8制服收发员UniformDeliveryMaid87-973.8.1新制服申领、发放Applingfor&GivingOutUniform873.8.2制服收发Counting&SendingUniform883.8.3交接制服TakingoverUniform89

39、3.8.4清点脏制服CountingDirtyUniform903.8.5核对接收已清洗制服CheckingUniformCleaned913.8.6处理旧制服报损StepstoHandleUniformScraped923.8.7制服盘点InventoryingUniform933.8.8入店、离店人员领退制服Applingfor&ReturningUniformforStaff943.8.9制服收发员收尾FinishingWorkforUniformDeliveryMaid953.8.10缝补制服StepstoSewingUniform963.8.11缝纫机保养MaintainingSew

40、ingMachine973.9布草收发员LinenDeliveryMaid98-1023.9.1交接布草TakingOverlinen983.9.2布草领用ApplicationofLinen993.9.3交接餐饮、康乐织品TakingoverF&BandH&RDeptLinen1003.9.4发送客房布草SendingOutLinenofH.KDept1013.9.5布草盘点InventoryingLinen1023.10花房管理员Florist103-1053.10.1绿色植物保养PreservingGreenPlants1033.10.2保养公共区域插花PreservingFlowers

41、inPublicArea1043.10.3送花SendingFlowers1053.11客衣服务员GuestClothesDeliveryMaid106-1143.11.1收包CollectingClothes1063.11.2点数CountingClothes1073.11.3打码MarkingonClothes1083.11.4叠衣FoldingClothes1093.11.5装包PackingClothes1103.11.6送衣SendingClothes1113.11.7处理遗留物品DealingwithPropertiesLeftbyGuests1123.11.8加快洗衣Expres

42、sValetService1133.11.9贵宾洗衣VIPValetService1143.12大湿洗工Washer-largeItems115-1173.12.1客房、饮食布草洗涤LaunderingLinenF&B&H.KDept.1153.12.2使用大湿洗机UsingWashed-largeItemsMachine1163.12.3使用烘干机UsingDryMachine1173.13小湿洗工Washer-smallItems118-1233.13.1开机准备PreparationofTurningonMachine1183.13.2客衣检查、分类Checking&Classifyin

43、gClothes1193.13.3客衣去迹RemoveStainFromClothes1203.13.4客衣洗涤LaunderingGuestsClothes1223.13.5使用小湿洗机UsingWashed-SmallItemsMachine1233.14平烫工FlatWorkIronerTurningon124-1273.14.1开机准备PreparationofTurningonMachine1243.14.2熨烫口布、枕套IroningNapkin&Pillow-case1253.14.3熨烫布草（床单、台布）IroningLinen1263.14.4使用大烫机UsingFlatIr

44、oningMachine1273.15手烫工Presser128-1333.15.1岗位准备Preparation1283.15.2熨烫西服上衣IroningSuit1293.15.3熨烫真丝服装IroningSilkClothes1303.15.4熨烫西裤IroningTrousers1313.15.5熨烫衬衫IroningShirt1323.15.6熨烫T恤衫IroningT-shirt1333.16干洗工Dry-cleaner134-1363.16.1使用干洗机UsingDry-cleaningMachine1343.16.2使用人像机UsingModelMachine135第四章 3.17布草折叠工LinenFoldingAttendant136管家部管理制度137-152MANAGEMENTSYSTENOFH.KDEPT4.1管家部安全管理制度SafetyRegulation1374