五星级酒店全套运营管理实务.docx

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1、五星级酒店全套运营管理实务总编CONTENTS第一章酒店简介GENERA1.STATEMENT其次章管理体系MANAGEMENTSYSTEM附：组织结构图APPENDIK:ORGANIZATIONCHART第一节经营理念TheSpiritofRedBoatHote1.其次节顾客政策CustomerPo1.icies第三节质量管理体系Qua1.ityContro1.System第四节服务质量保证书Qua1.ityGuarantee第五节人事政策及培训支配实施Personne1.Po1.icies&Training第六节酒店内部刊物（店报）NewsPaper第七节员工手册StaffHandbook

2、第一编：总经理I、GENERA1.MANAGER第一章总经理1-6G.M1. 1总经理Genera1.Manager1-31.2驻店经理ResidentManager4-6其次章总经理秘书7-11GMSSECRETARY2. 1总经理秘书G.MSecretary7-92.2文员C1.erk10-11第三章会议程序12MEETINGSCHEDU1.E其次编：市场营销部I1.、MARKET&SA1.ESDEPT第一章市场营销部组织结构图4ORGNIZTONCHART其次章市场营销部各岗位职责5-14POSITIONRESPONSIBI1.ITIESOFM&SDEPT2. 1市场营销部经理M&SDe

3、ptManager5-62.2 商务销售代表Sa1.esRepresentativeofCommercia1.7-82.3 旅行社销售代表Sa1.esRepresentativeofTrave1.Agency910SecretaryArtDesigner2.4 秘书11-122.5 美工13-14第三章市场营销部各闵位工作程序及标准15-26STANDARDOPERATIONPROCEDUREOFMfeSDEPTPromotionandSa1.es3.1 商务销售代表促销访问Ca1.1.15-163. 2长包房销售Sa1.es17-193.2 团队预订Reservation20-213.3 旅

4、行社销售代表外出销售3.4 会议销令Sa1.es23-243.5 及旅行社签订协议AgreementSigning253.6 团队预订更改、取消Cance1.1.ation261.ong-StayingRoomGroupOutsideSa1.esCa1.1.22ConferenceTrave1.AgencyReservationAmendment&第四章附加程序27-32ACCESSORYPROCEDURES4. 1处理突发事务Hand1.inganEmergency274. 2客用印刷品制作PressworkMaking284.3客户档案建档AccountFi1.e1.argeActivit

5、yPressBriefing32DEPTReceptionOfficeData36Regu1.arJobReportJobResu1.tEstab1.ishing294.2 大型活动工作支配Arrangement304.3 组织新闻发布会第五章市场营销部管理制度33-38MANAGEMENTSYSTEMOF5. 1接待33-355. 2办公室环境Environment365.2 资料5.3 例会Meeting375.5工作汇报385.6工作业绩考核Eva1.uation385.7美工室管理制度ArtDesignOffice38第六章市场营销部内部运转表格39-49OPERATION1.IST0

6、1M&SDEPT第三编：财务部II1.FINANCIA1.DEPT第一章财务部组织结构图1ORGANIZATIONCHART其次章财务部岗位职责及工作程序2POSITIONRESPONSIBI1.ITIESOFFINDEPT2.1财务总监Financia1.Contro1.1.er22.2副财务总监DeputyFinanceDirector42.3秘书Secretary62.4会计主任ChiefAccountant72.5总帐Genera1.1.edger102.6费用核算员CostContro1.C1.erk142.7资产核算员Assets1.edgerC1.erk172.8信贷应收员Cre

7、dit&A/R192.9应付款文员AccountsPayab1.eC1.erk222.10出纳员Cashier252.11工资员Payro1.1.282.12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OUIIeISCashier382.17成本限制部主任ChiefCostContro1.Ier412.18材料核算员CostingC1.erk-Materia1.s442.19食品原料仓库保管员StorekeePer-FoOd462.20饮品烟草仓库保管员

8、Storekeeper-Beverage&Tobacco492.21物资仓库保管员Storekeeper-Genera1.512.22收货员ReceivingC1.erk532.23电脑部经理EDPManager552.24电脑硬件工程师EDPOfficer-Hardware572.25电脑软件工程师EDPOfficer-Software592.26选购部经理PurchasingManager612.27选购部督导PurchasingCaptain632.28选购员Purchasier64第三章财务管理制度及程序67MANAGEMENTSYETEM&PROCEDUREOFFINDEPT3.1餐

9、厅收银结帐RestaurantCashierCheck-out673.2信用卡结帐CreditCardCheck-out683.3信用卡压卡CreditCardPush-Down693.470收银员编制报告CashierWorkoutReporting3.5Connect71收银员下班交接CashierSOffDuty3.6总出纳工作Genera1.CashierJobProcedures723.7现金支出报销CashPayout733.8Audit74客房房租收入审计GuestRoomRateReceipt3.9转帐支票授理VirementChequeTeachTheReason753.10

10、信用卡托收的处理CreditCardCo1.1.ection*Smanage763.11点菜单传递的限制CaptainOrderTransferContro1.773.12帐单传递Bi1.1.TransferProcedures783.13货币传递限制CurrencyTransferContro1.793.14客人离店时间的限制GuestDepartureTimeContro1.803.15房租减免的内部限制RentDeratingInsideContro1.813.16营业点帐单建立OU1.1.etSBi1.1.Found823.17营业点帐单结帐OUt1.etSBi1.1.Check-ou

11、t833.18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&GroupSigningTransfeiccount863.21营业发票运用BusinessInvoiceUseing873.22审核营业点帐款AuditOut1.etsAccount883.23审核前厅帐款AuditFrontOfficeAccount893.24编制营业日报表WorkoutBusinessDay3.25夜间稽核工作NightAuditJob913.26信贷政策CreditPo1.icy923.27预算编制程序Bud

12、getWorkoutProcedures953.28应收款管理AccountsReceivab1.eManage963.29收银员管理Out1.etsCashierManage973.30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Genera1.CashierManage1033.34选购部管理StockingManage1043.35物资选购申请GoodsStockApp1.ication1063.36选购报价、确认StockQuotedPricc&Confirm1073.37选购审批

13、StockExamine&Approve1083.38选购物品的结算StOCkGoodsBa1.anceofaccounts1093.39提货工作程序PickUpTheGoodsJobProcedures1103.40物品验收程序GoodsReceiving1113.41选购方式及有关程序StockWay&Procedures1123.42 仓库的收、发及盘存StoreroomAcceptingSendOut、Inventory1203.43 食品和饮料存货-定价、标记及贮藏F&BStock:priceSignftStore1223.44 44食品和饮料存货-发货、申请领货F&BStock:S

14、endOutftApp1.ication1243. 45食品和饮料存货-标准存货F&BStockiStandard1263. 46食品和饮料存货-实地盘在F&BStock:On-The-SpotInventory1283.47食品成本限制程序FoodCostContro1.1303.48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餐饮公关班用F&BPub1.icre1.ationsCost1343.52

15、菜肴的产销核对MenuProduccfiSc1.1Check1353. 53酒水标准成本制作BeverageStandardCostCheck1363.54饮料成本限制BeverageCostContro1.1373.55饮料销售还原表建立BeverageSa1.eRevertFormFound1383.56餐饮成本口报表编制F&BCostDayStatementWorkout1393.57鲜活食品价格的制订FreshFoodPriceWorking-Out-1403.58干货水果等验收DriedFoodftFruitEtcReceiving1413.59鲜活食品验收单据填写FreShFood

16、ReceivingBi1.1.Fi1.1.In1423.60应付款管理AccountsPayab1.eManage1433.61薪金会计管理Payro1.1.AccountantManage144第四章财务部各类运转表格145OPERATION1.IST0FINDEPT第四编：前厅部IV、FRONTOFFICEDEPT第一章前厅部组织结构图ORGANIZATIONCHART1其次章前厅部岗位职责POSITIONRESPONSIBI1.ITIESOF2-232.1 前厅部经理Manager22.2 前厅部秘书Secretary32.3 大堂副理Manager42.4 前台接待经理Manager6

17、2.5 前台接待员72.6 预订0DEPTF.0F.0AssistantReceptionReceptionistReservationC1.erk9Captain112.8总机话务员Operator122.9首席礼宾司ChiefConciergc132.10迎宾员Doorman142.11行李员Be1.1.man162.12商务中心督导B.CCaptain172.13商务中心文员B.CC1.erk182.14商场经理GiftShopManager202.15商场员工Se1.1.er212.16医务室医生InfirmaryDoctor22第三章前厅部各岗位操作程序STANDARDOPERATI

18、ONPROCEDUREOFF.ODEPT第一节前厅部各岗位每日工作内容F.0DepartmentCheck1.ist24-39ROAssistantManager25ReceptionOperator/B/CChiefPreservationist31Receptionist32Concierge35Se1.1.erOperator373.1.1前厅部经理ManagerCheck1.ist243.1.2大堂副理3.1.3前台接待经理Manager273.1.4总机/商务中心督导Captain293.1.5首席礼宾司Concierge303.1.6预定员3.1.7前台接待3.1.8礼宾员3.1.

19、9商场员工363.1.10总机话务C1.erk39其次节前台程序及标准F.OStandardOperationProcedure40-733.2.1受理电话预订RoomReservationbyCa1.1.ing403.2.2传真、信函订房RoomReservationbyFax、1.etter413.2.3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

20、.2.8团队入住GroupChcck-in493.2.9团队离店GroupCheck-out503.2.10长住客人接待服务GuestsService513.2.11更换长住客人房卡GuestsRoom-keyChange523.2.12来宾推迟离店Check-out533.2.13处理双锁门，开双锁门1.ock543.2.14珍贵物品寄存DepositChanging553.2.15调换房间/调整价格Changing563.2.16处理折扣RebateChanges583.2.17房间异样报告处理DiscrepancyReport593.2.18行政楼层客人接待GuestArriva1.61

21、3.2.19行政楼层客人离店GuestDeparture621.ong-staying1.ong-stayingDe1.ayRoomDoub1.eHandingSafeROOm/RateHand1.etheRoomExecutiveF1.oorExecutiveF1.oor3.2.20客房没有打算好RoomnotReadyonArriva1.633.2.21处理来宾留言hand1.ing643.2.22查询客人房号Inquire653.2.23总台物品转送MessageRoomNumberGuestsArtic1.esSendZTransfer663.2.24V1.P信息更改Change683

22、.2.25办理房间房租变更手续Changing693.2.26房间安排A1.1.otment703.2.27房间钥匙管理Management723.2.28建立客史档案History73VIPinformationRoomChargeRoomRoom-keySetupGuest,S第三节大堂副理程序及标准AssistantManagerStandardOperationProcedure74-843.3.1贵宾入住VIPCheck-in74773.3.2接待重要团队来宾VIPGroupCheck-in3.3.3展房/介绍酒店ShowRooms/Hote1.Tours783.3.4处理来宾投诉C

23、omp1.ainHand1.ing793.3.5处理来宾遗留物品Hand1.ingGuest,sProperties1.eftBehind803.3.6处理来宾房门锁失灵Room1.ockOutOfOrderHanding81UrgentZAccidentHand1.ingtheRefusa1.3.3.7突发事务的处理步骤Hand1.ing823.3.8处理来宾拒付电话费toPaymentforTe1.ephone84第四节礼宾部程序及标准ConciergeStandardOperationProcedure85-1023.4.1 迎宾员DOorManStandardOperation853.

24、4.2 行李员Be1.1.ManStandardOperation883.4.3 处理来宾邮件、信件Guest,SPosta1.Items、1.ettersHand1.ing95Guest,SArtic1.es3.4.4 处理来宾物品转交Transfer963.4.5 4.5一、二楼公共区域寻人服务PUb1.iCAreaPagingService973.4.6 客人行李寄存服务StoreService983.4.7 供应出租车服务Service993.4.8 托付代办服务Service1003.4.9 资料收集及整理Arrange101GuestS1.uggageCarRenta1.Conci

25、ergeDataCo1.1.ectand第五节总机程序及标准OperationStandardOperationProcedure1031.103.4.6 5.1接转内外线电话PhoneCa1.1.ConnectingandExchanging1033.4.7 5.2处理直拨长途电话1.ongDistanceCa1.1.Ca1.1.Service1053.5.4 叫醒服务Wake-upService1063.5.5 电话询问服务TeIePhoneInformationService1073.5.6 电话寻人服务PagingServicebyTe1.ephone1083.5.7 发布天气报告We

26、atherForecastService1093. 5.8话务台维护及保养MaintenanceofA.B.EEquipment110第六节商务中心程序及标准BusinessCenterStandardOperationProcedure111-1203.6. 1接收传真FaxReceiving1113.6.2接收客人托付向外发出传真FaXSending1123.6.3供应打字服务TapingCopyingMai1.Trans1.ationBindingPub1.icMaintenanceofBCProcedure121-124StockwithGoodsHowtoHand1.ingAfter

27、Sa1.e3.6.4红印服务Service1153.6.5代办快件ExpressService1163.6.6供应翻译服务Service1173.6.7供应文件装订服务Service1183.6.8供应电话服务Te1.ephoneService1193.6.9商务中心设备维护及保养Equipment120第七节商场程序及标准GiftShopStandardOperation3.7.1零售商品进货制度1213.7.2商场换货服务GuestChangingGoods1223.7.3售后服务第四章前厅部各项管理制度MANAGEMENTSYSTEMOFF.0DEPT125-1474.1前厅部行为规范S

28、taffBehaviorStandard125TheF.0Dcpt4.2前厅部各岗位规章制度TheF.0DcptRegu1.ationSystem1294.3 总台考核条例ofFrontDesk1334.4 礼宾部考核条例ofConcierge1364.5 商场考核条例ofGiftShop1394.6 商务中心考核条例BusinessCenter1444.7 总机考核条例Ru1.esofOperator146第五章前厅部各部门运转表格Eva1.uationRu1.esEvaIuationRu1.esEva1.uationRu1.esEva1.uationRu1.esofEva1.uationO

29、PERATION1.ISTOFRODEPT148-185第五编：管家部V、HOUSEKEEPINGDEPT第一章管家部组织结构图1ORGANIZATIONCHART其次章管家部岗位职责1-25POSITIONRESPONSIBI1.ITYOFU.KDEPT2.1管家部经理H.KDept.Manager22.2楼层经理HeadF1.oorSupervisor32.3楼层督导F1.oorCaptain52.4楼层服务员RoomAttendant72.5楼层清扫员RoomC1.eaner92.6公共区域经理Pub1.icAreaSupervisor1I2.7公共区域督导Pub1.icAreaCapt

30、ain122.8公共区域服务员Pub1.icAreaAttendant132.9花房管理员F1.orist142.10公共区域清洁工Pub1.icAreaC1.eaner152.11洗涤部经理1.aUndryManager162.12洗涤部督导1.aUndryCaptain172.13干洗工DryC1.eaner182.14大湿洗工Washer-1.argeItems202.15小湿洗工Washer-Sma1.1.Items212.16平烫工F1.atWorkIroner222.17布草折叠工1.inenFo1.dingAttendant232.18布草收发员1.inenDe1.iveryMa

31、id242. 19制服收发员UniformDe1.iveryMaid25第三章管家部各岗位操作程序27-136TANDARI)OPERATIONPROCEDUREOFUK.DEPTS3. 1楼层经理HeadF1.oorSupervisor273. 1.1处理客人投诉Hand1.ingGUestsComp1.ains273.2楼层督导F1.oorCaptain28-313. 2.1检查客房CheckingGuestRooms283.2.2收取小酒吧帐单Co1.1.ectingMini-barBi1.1.303.2.3饮料管理COntrOuingwine&Beverage313.3楼层服务员Roo

32、mAttendant32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey323.3.2开酒水帐单Fi1.1.inginWine&BeverageBi1.1.333.3.3 杯具洗涤、消毒Washing-up&DisinfectingG1.assware343.3.4 客用品领用、存放App1.icationof4KeepingIterns353.3.5theDoor36客人要求开门Hand)ingRequestforOpening3.3.6引领客人进房GreetingtheGuests373.3.7报交遗留物品De1.iveringProperties1.ef

33、tBehindbyGuest383.3.8客人离店结帐GuestCheck-out393.3.9查走客房（遗留物品）Check-upC/0Room403.3.10做夜床ProvidingTurn-downService413.3.11开房门OPCningtheDoor433.3.12加床Hand1.ingRequestforExtraBed443.3.13铺床MakingtheBed453.3.14上毛巾、茶水OfferingTowe1./TeaService463.3.15客房二次打扫Re-c1.eaningtheRoom473.3.17擦皮鞋ProvidingFreeShoeShining

34、Service493.3.18翻转床垫TurningtheMcittress503.3.19洗涤浴帘WashingShowerCurtain513.3.20吸尘器运用和保养USing&MaintainingVacuumC1.eaner523.3.21处理意外损坏来宾物品DeaIingwithDamagingGuestsArtic1.es533.4客房清扫员RoomC1.eaner54-591.1.1 1整理工作车C1.eaningupMaid,SCart541.1.2 打扫住客房MakingupOccupiedRoom551.1.3 清扫卫生间MakingupWashingRoom571.1.

35、4 工作车摆放MaidsCartSetting581.1.5 空房清扫MakingupVacantRoom593.5客房中心服务员HousekeepingCenterAttendant60-643.5.1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Iteins1.oan/Registration/Keeping623.5.4接打内部电话Receiving&MakingInsideCa1.1.633.5.5处理前台报表Dea1.ingwithDept.Reports64附录

36、：客房中心常备客用品清单61Appendix:1.istofItemsPreparedinHousekeepingCenter3.6PA服务员PAAttendant65-813.6.1石材口常保养Marb1.eDai1yMaintenance653.6.2大理石地面打蜡Po1.ishingMarb1.ewithWax663.6.3大理石地而起蜡WaxRemoveFromPo1.ishingC1.eaningMarb1.e673.6.4石材墙壁上蜡Wa1.1.withWax683.6.5清洗地毯（干泡）Carpet(Dry-c1.ear)693.6.6洗地毯（抽洗）WashingCarpet70

37、3.6.7沙发抽洗WashingSofa723.6.8清洁铜条C1.eaningCopperStrip733.6.9清洁客梯C1.eaningE1.evator743.6.10清洗吸尘器C1.eaningVacuumC1.eaner753.6.11运用三合一抽洗机UsingWetVacuumCarpetExtractor763.6.12运用洗地机UsingC1.eanMarb1.eMachine773.6.13运用吸水机UsingWet&DryVacuumC1.eaner783.6.14运用高速抛光机UsingU1.traHighSpeedMachine793.6.15清洁玻璃Po1.isht

38、heWindow-panes803.6.16花岗岩地面晶硬处理Crysta1.1izeMarb1.e813.7P保洁工PC1.eaner82-863.7.1棉尘推药剂处理SprayF1.oorDustRemoverontheMop823.7.2推尘（清洁大理石地面）DUStRemovedFromF1.oor833.7.3清洁各公共区域卫生C1.eaningthePub1.icAreas843.7.4洗手间日常清洁保养C1.eaningWashingRoom853.7.5客人醉酒呕吐处理DeaIingwithDrunkGuests863.8制服收发员UniformDe1.iveryMaid87-

39、973.8.1新制服申领、发放?pp1.ingfor&GivingOutUniform873.8.2制服收发CoUnting&SendingUniform883.8.3交接制服TakingoverUniform893.8.4清点脏制服CountingF）irtyUniform903.8.5核对接收已清洗制服CheckingUniformC1.eaned913.8.6处理旧制服报损StepstoHand1.eUniformScraped923.8.7制服盘点InventoryingUniform933.8.8入店、离店人员领退制服App1.ingfor&ReturningUniformforSt

40、aff943.8.9制服收发员收尾FinishingWorkforUniformDe1.iveryMaid953.8.10缝补制服StepstoSewingUniform963.8.11缝纫机保养MaintainingSewingMachine973.9布草收发员1.inenDe1.iveryMaid98-1023.9.1交接布草TakingOver1.inen983.9.2布草领用App1.icationof1.inen993.9.3交接餐饮、康乐织品TakingoverF&BandH&RDcptIJnen1003.9.4发送客房布草SendingOut1.inenofH.KDept1013

41、.9.5布草盘点InVentOrying1.inen1023.10花房管理员F1.orist103-1053.10.1绿色植物保养PreservingGreenP1.ants1033.10.2保养公共区域插花PreSCrvingF1.owersinPub1.icArea1043.10.3送花SendingF1.owers1053.11客衣服务员GuestC1.othesDe1.iveryMaid106-1143.11.1收包Co1.1.ectingC1.othes1063.11.2点数CountingC1.othes1073.11.3打码MarkingonC1.othes1083.11.4橙衣Fo1.dingC1.othes1093.11.5装包PackingC1.othes1103.11.6送衣SendingC1.othes1113.11.7处理遗留物品Dea1.ingw