1、五星級(jí)酒店全套運(yùn)營(yíng)管理實(shí)務(wù)總 編CONTENTS第一章酒店簡(jiǎn)介GENERAL STATEMENT第二章管理體系MANAGEMENT SYSTEM附：組織結(jié)構(gòu)圖APPENDIX: ORGANIZATION CHART第一節(jié)經(jīng)營(yíng)理念The Spirit of Red Boat Hotel第二節(jié)顧客政策Customer Policies第三節(jié)質(zhì)量管理體系Quality Control System第四節(jié)服務(wù)質(zhì)量保證書(shū)Quality Guarantee第五節(jié)人事政策及培訓(xùn)計(jì)劃實(shí)施Personnel Policies & Training第六節(jié) 酒店內(nèi)部刊物（店報(bào)）News Paper第七節(jié)員工

2、手冊(cè)Staff Handbook第一編：總經(jīng)理I、GENERAL MANAGER第一章總經(jīng)理1-6G.M1.1總經(jīng)理 General Manager 1-31.2駐店經(jīng)理Resident Manager 4-6第二章總經(jīng)理秘書(shū) 7-11G.M S SECRETARY2.1 總經(jīng)理秘書(shū)G.M Secretary 7-92.2 文員 Clerk 10-11第三章會(huì)議程序12MEETING SCHEDULE第二編：市場(chǎng)營(yíng)銷(xiāo)部II、 MARKET & SALES DEPT第一章市場(chǎng)營(yíng)銷(xiāo)部組織結(jié)構(gòu)圖4ORGANIZATON CHART第二章市場(chǎng)營(yíng)銷(xiāo)部各崗位職責(zé)5-14POSITION RESPO

3、NSIBILITIES OF M&S DEPT2.1 市場(chǎng)營(yíng)銷(xiāo)部經(jīng)理2.2 商務(wù)銷(xiāo)售代表2.3 旅行社銷(xiāo)售代表9-102.4 秘書(shū)2.5 美工M&S Dept Manager 5-6Sales Representative of Commercial 7-8Sales Representative of Travel AgencySecretary 11-12Art Designer 13-14第三章 市場(chǎng)營(yíng)銷(xiāo)部各崗位工作程序及標(biāo)準(zhǔn) 15-263.1 商務(wù)銷(xiāo)售代表促銷(xiāo)訪問(wèn)3.2 長(zhǎng)包房銷(xiāo)售3.3 團(tuán)隊(duì)預(yù)訂3.4 旅行社銷(xiāo)售代表外出銷(xiāo)售3.5 會(huì)議銷(xiāo)售3.6 與旅行社簽訂協(xié)議ST

4、ANDARD OPERATION PROCEDURE OF M&S DEPTPromotion and Sales Call15-16Long-Staying Room Sales 17-19Group Reservation 20-21Outside Sales Call 22Conference Sales 23-24Travel Agency Agreement Signing 253.7團(tuán)隊(duì)預(yù)訂更改、取消Reservation Amendment & Cancellation 26第四章附加程序27-32ACCESSORY PROCEDURES4.1 處理突發(fā)事件4.2

5、 客用印刷品制作4.3 客戶(hù)檔案建檔4.4 大型活動(dòng)工作安排4.5 組織新聞發(fā)布會(huì)Handling an Emergency 27Presswork Making 28Account File Establishing 29Large Activity Arrangement 30Press Briefing 32第五章市場(chǎng)營(yíng)銷(xiāo)部管理制度33-38MANAGEMENT SYSTEM OF M&S DEPT5.7接待辦公室環(huán)境資料例會(huì)工作匯報(bào)工作業(yè)績(jī)考核美工室管理制度Reception 33-35Office Environment 36Data 36

6、Regular Meeting 37Job Report 38Job Result Evaluation 38Art Design Office 38第六章市場(chǎng)營(yíng)銷(xiāo)部?jī)?nèi)部運(yùn)轉(zhuǎn)表格39-49OPERATION LIST OF M&S DEPT第三編：財(cái)務(wù)部出、FINANCIAL DEPT第一章財(cái)務(wù)部組織結(jié)構(gòu)圖1ORGANIZATION CHART第二章財(cái)務(wù)部崗位職責(zé)及工作程序2POSITION RESPONSIBILITIES OF FIN DEPT2.1財(cái)務(wù)總監(jiān)Financial Controller 22.2副財(cái)務(wù)總監(jiān)Deputy Finance Director 42.3秘書(shū)Sec

7、retary 62.4會(huì)計(jì)主任Chief Accountant 72.5總帳General Ledger 102.6費(fèi)用核算員Cost Control Clerk 142.7資產(chǎn)核算員Assets Ledger Clerk 172.8信貸應(yīng)收員Credit & A/R 192.9應(yīng)付款文員Accounts Payable Clerk 222.10出納員Cashier 252.11工資員Payroll 282.12收銀主任Chief Cashier 292.13收銀督導(dǎo)Cashier Captain 312.14審計(jì)員Auditor 322.15總臺(tái)收銀Front Desk Cashie

8、r 342.16站點(diǎn)收銀員Outlets Cashier 382.17成本控制部主任Chief Cost Controller 412.18材料核算員Costing Clerk - Materials 442.19食品原料倉(cāng)庫(kù)保管員Storekeeper - Food 462.20飲品煙草倉(cāng)庫(kù)保管員Storekeeper - Beverage & Tobacco 492.21物資倉(cāng)庫(kù)保管員Storekeeper - General 512.22收貨員Receiving Clerk 532.23電腦部經(jīng)理EDP Manager 552.24電腦硬件工程師EDP Officer - Har

9、dware 572.25電腦軟件工程師EDP Officer - Software 592.26采購(gòu)部經(jīng)理Purchasing Manager 612.27采購(gòu)部督導(dǎo)Purchasing Captain 632.28采購(gòu)員Purchasier 64第三章財(cái)務(wù)管理制度與程序 67MANAGEMENT SYETEM & PROCEDURE OF FIN DEPT3.1餐廳收銀結(jié)帳Restaurant Cashier Check-out 673.2/闈卡結(jié)帳Credit Card Check-out 683.3倍八小Credit Card Push-Down 693.4收銀員編制報(bào)告Cash

10、ier Workout Reporting 703.5收銀員下班交接Cashier' s Off Duty Connect 713.6總出納工作General Cashier Job Procedures 723.7現(xiàn)金支出報(bào)銷(xiāo)Cash Payout 733.8客房房租收入審計(jì)Guest Room Rate Receipt Audit 743.9轉(zhuǎn)帳支票授理Virement Cheque Teach The Reason 753.10托收的處理Credit Card Collections manage 763.11點(diǎn)菜單傳遞的控制Captain Order Transfer Cont

11、rol 773.12帳單傳遞Bill Transfer Procedures 783.13貨幣傳遞控制Currency Transfer Control 793.14客人離店時(shí)間的控制Guest Departure lime Control 803.15房租減免的內(nèi)部控制Rent Derating Inside Control 813.16營(yíng)業(yè)點(diǎn)帳單建立Outlets Bill Found 823.17營(yíng)業(yè)點(diǎn)帳單結(jié)帳Outlets Bill Check-out 833.18/闈卡授權(quán)程序Credit Card Accredit 843.19散客簽字消費(fèi)FIT Signing Consume 8

12、53.20單位、團(tuán)隊(duì)簽字轉(zhuǎn)帳 Unit & Group Signing Transfer Account 863.21營(yíng)業(yè)發(fā)票使用Business Invoice Useing 873.22審核營(yíng)業(yè)點(diǎn)帳款A(yù)udit Outlets Account 883.23審核前廳帳款A(yù)udit Front Office Account 893.24編制營(yíng)業(yè)日?qǐng)?bào)表Workout Business Day Statement 903.25夜間稽核工作Night Audit Job 913.26信貸政策Credit Policy 923.27預(yù)算編制程序Budget Workout Procedures

13、 953.28應(yīng)收款管理Accounts Receivable Manage 963.29收銀員管理Outlets Cashier Manage 973.30出納員管理Cashier Manage 983.31審計(jì)員管理Auditor Manage 1003.32現(xiàn)金管理Cash Manage 1013.33總出納管理General Cashier Manage 1033.34采購(gòu)部管理Stocking Manage 1043.35物資米購(gòu)申請(qǐng)Goods Stock Application 1063.36采購(gòu)報(bào)價(jià)、確認(rèn)Stock Quoted Price&Confirm 1073.37

14、采購(gòu)審批Stock Examine&Approve 1083.38采購(gòu)物品的結(jié)算Stock Goods Balance of accounts 1093.39提貨工作程序Pick Up The Goods Job Procedures 1103.40物品驗(yàn)收程序Goods Receiving 1113.41米購(gòu)方 式及后關(guān)程序Stock Way& Procedures 1123.42倉(cāng)庫(kù)的收、發(fā)及盤(pán)存Storeroom Accepting 、Send Out、Inventory 1203.43食品和飲料存貨-定價(jià)、標(biāo)志與貯藏F&B Stock:price 、Sign&a

15、mp;Store 1223.44食品和飲料存貨3.45食品和飲料存貨-發(fā)貨、申請(qǐng)領(lǐng)貨 F&BStock: Send Out& Application 124-標(biāo)準(zhǔn)存貨 F&B Stock:Standard 1263.46食品和飲料存貨-實(shí)地盤(pán)存 F&B Stock: On-The-Spot Inventory 1283.47食品成本控制程序Food Cost Control 1303.48食品標(biāo)準(zhǔn)成本卡制作Food Standard Cost Card Execution 1313.49食品標(biāo)準(zhǔn)成本計(jì)算Food Standard Cost Account 132

16、3.50食品標(biāo)準(zhǔn)成本核算Food Standard Cost Check 1333.51餐飲公關(guān)費(fèi)用F&B Public relations Cost 1343.52菜肴的產(chǎn)銷(xiāo)核對(duì)Menu Produce&Sell Check 1353.53酒水標(biāo)準(zhǔn)成本制作Beverage Standard Cost Check 1363.54飲料成本控制Beverage Cost Control 1373.55飲料銷(xiāo)售還原表建立Beverage Sale Revert Form Found 1383.56餐飲成本日?qǐng)?bào)表編制F&B Cost Day Statement Workout

17、1393.57鮮活食品價(jià)格的制訂Fresh Food Price Working-Out 1403.58干貨水果等驗(yàn)收Dried Food&Fruit Etc Receiving 1413.593.60鮮活食品驗(yàn)收單據(jù)填寫(xiě)Fresh Food Receiving Bill Fill In 142應(yīng)付款管理 Accounts Payable Manage 1433.61薪金會(huì)計(jì)管理 Payroll Accountant Manage 144第四章財(cái)務(wù)部各類(lèi)運(yùn)轉(zhuǎn)表格 145OPERATION LIST OF FIN DEPT第四編：前廳部IV、 FRONT OFFICE DEPT第一章前廳

18、部組織結(jié)構(gòu)圖ORGANIZATION CHART 1第二章前廳部崗位職責(zé)POSITION RESPONSIBILITIES OF F.O DEPT 2-232.1 前廳部經(jīng)理2.2 前廳部秘書(shū)2.3 大堂副理2.4 前臺(tái)接待經(jīng)理2.5 前臺(tái)接待員2.6 預(yù)訂員2.7 總機(jī)督導(dǎo)2.8 總機(jī)話務(wù)員2.9 首席禮賓司2.10 迎賓員2.11 行李員2.12 商務(wù)中心督導(dǎo)2.13 商務(wù)中心文員2.14 商場(chǎng)經(jīng)理2.15 商場(chǎng)員工2.16 醫(yī)務(wù)室醫(yī)生3.1.1前廳部經(jīng)埋F.O Manager Check List3.1.2大堂副理Assistant Manager 253.1.3前臺(tái)接待經(jīng)理Recept

19、ion Manager273.1.4總機(jī)/商務(wù)中心督導(dǎo)Operator/B/C Captain 293.1.5首席禮賓司Chief Concierge303.1.6預(yù)定員Preservationist 313.1.7前臺(tái)接待Receptionist323.1.8禮賓員Concierge353.1.9商場(chǎng)員工Seller 363.1.10總機(jī)話務(wù)員Operator373.1.11商務(wù)中心文員B/C Clerk3924F.O Manager 2F.O Secretary 3Assistant Manager 4Reception Manager 6Receptionist 7Reservation

20、 Clerk 9Operator Captain 11Operator 12Chief Concierge 13Door man 14Bell man 16B.C Captain 17B.C Clerk 18Gift Shop Manager 20Seller 21Infirmary Doctor 22第三章前廳部各崗位操作程序STANDARD OPERATION PROCEDURE OF F.O DEPT第一節(jié)前廳部各崗位每日工作內(nèi)容F.O Department Check List 24-39第二節(jié)前臺(tái)程序與標(biāo)準(zhǔn)F.O Standard Operation Procedure3.2.1 受

21、理電話預(yù)訂Calling 403.2.2 傳真、信函訂房3.2.3 來(lái)店預(yù)訂操作423.2.4 變更預(yù)訂的處理3.2.5 散客入住程序3.2.6 散客離店程序3.2.7 殘疾人接待程序3.2.8 團(tuán)隊(duì)入住3.2.9 團(tuán)隊(duì)離店3.2.10 長(zhǎng)住客人接待服務(wù)3.2.11 更換長(zhǎng)住客人房卡Change 523.2.12 賓客推遲離店3.2.13 處理雙鎖門(mén)，開(kāi)雙鎖門(mén)3.2.14 貴重物品寄存Changing 553.2.15 調(diào)換房間/調(diào)整價(jià)格3.2.16 處理折扣3.2.17 房間異常報(bào)告處理3.2.18 行政樓層客人接待3.2.19 行政樓層客人離店Departure 623.2.20 客房沒(méi)有

22、準(zhǔn)備好3.2.21 處理賓客留言3.2.22 查詢(xún)客人房號(hào)3.2.23 總臺(tái)物品轉(zhuǎn)送Send/Transfer 663.2.24 VIP信息更改3.2.25 辦理房間房租變更手續(xù)3.2.26 房間分配3.2.27 房間鑰匙管理3.2.28 建立客史檔案40-73Room Reservation byRoom Reservation by Fax、Letter 41Room Reservation on the SpotBooking Amendment 43FIT Check-in 44FIT Check-out 46Handicapped Check-in 48Group Check-in

23、49Group Check-out 50Long-staying Guests Service51Long-staying Guests Room-keyDelay Check-out 53Room Double Lock 54Handing Safe DepositRoom/Rate Changing 56Handle the Rebate Changes 58Room Discrepancy Report 59Executive Floor Guest Arrival 61Executive Floor GuestRoom not Ready on Arrival63Message han

24、dling 64Room Number Inquire 65Guest' s ArticlesVIP information Change 68Room Charge Changing 69Room Allotment 70Room-key Management 72Set up Guest ' s History 73第三節(jié)大堂副理程序與標(biāo)準(zhǔn)Assistant Manager Standard Operation Procedure 74-843.3.1 貴賓入住3.3.2 接待重要團(tuán)隊(duì)賓客3.3.3 展房/介紹酒店3.3.4 處理賓客投訴3.3.5 處理賓客遺留物品Behi

25、nd 803.3.6 處理賓客房門(mén)鎖失靈3.3.7 突發(fā)事件的處理步驟3.3.8 處理賓客拒付電話費(fèi)Telephone 84VIP Check-in 74VIP Group Check-in 77Show Rooms/Hotel Tours 78Complain Handling 79Handling Guest ' s Properties LeftRoom lock Out Of Order Handling81Urgent/Accident Handling 82Handling the Refusal to Payment for第四節(jié)禮賓部程序與標(biāo)準(zhǔn)3.4.1 迎賓員3.4.

26、2 行李員3.4.3 處理賓客郵件、信件953.4.4 處理賓客物品轉(zhuǎn)交3.4.5 一、二樓公共區(qū)域?qū)と朔?wù)3.4.6 客人行李寄存服務(wù)3.4.7 提供出租車(chē)服務(wù)3.4.8 委托代辦服務(wù)3.4.9 資料收集及整理Door Man Standard Operation 85Bell Man Standard Operation 88Guest' s Postal Items 、 Letters HandlingGuest' s Articles Transfer 96Public Area Paging Service 97Guest' s Luggage Store S

27、ervice 98Car Rental Service 99Concierge Service 100Data Collect and Arrange 101第五節(jié)總機(jī)程序與標(biāo)準(zhǔn)Operation Standard Operation Procedure 103-1103.5.1 接轉(zhuǎn)內(nèi)外線電話1033.5.2 處理直撥長(zhǎng)途電話Phone Call Connecting and ExchangingLong Distance Call Service 1043.5.3 前廳部總機(jī)免打擾服務(wù)3.5.4 叫醒服務(wù)3.5.5 電話咨詢(xún)服務(wù)Do Not Disturb Call Service 105

28、Wake-up Service 106Telephone Information ServiceConcierge Standard Operation Procedure 85-1021073.5.6電話尋人服務(wù)Paging Service by Telephone 1083.5.7發(fā)布天氣報(bào)告Weather Forecast Service 1093.5.8話務(wù)臺(tái)維護(hù)與保養(yǎng)Maintenance of A.B.E Equipment 110第六節(jié)商務(wù)中心程序與標(biāo)準(zhǔn)Business Center Standard Operation Procedure 111-1203.6.1 接收傳真Fa

29、x Receiving 1113.6.2 接收客人委托向外發(fā)出傳真3.6.3 提供打字服務(wù)3.6.4 復(fù)印服務(wù)3.6.5 代辦快件3.6.6 提供翻譯服務(wù)3.6.7 提供文件裝訂服務(wù)3.6.8 提供電話服務(wù)3.6.9 商務(wù)中心設(shè)備維護(hù)及保養(yǎng)Fax Sending 112Taping Service 114Copying Service 115Mail Express Service 116Translation Service 117Binding Service 118Public Telephone Service 119Maintenance of BC Equipment 120第七節(jié)

30、商場(chǎng)程序與標(biāo)準(zhǔn)3.7.1 零售商品進(jìn)貨制度3.7.2 商場(chǎng)換貨服務(wù)1223.7.3 售后服務(wù)Gift Shop Standard Operation Procedure 121-124Stock with Goods 121How to Handling Guest Changing GoodsAfter Sale Service 123第四章前廳部各項(xiàng)管理制度MANAGEMENT SYSTEM OF F.O DEPT 125-1474.1前廳部行為規(guī)范The F.O Dept Staff Behavior Standard4.2 前廳部各崗位規(guī)章制度4.3 總臺(tái)考核條例4.4 禮賓部考核條例

31、4.5 商場(chǎng)考核條例4.6 商務(wù)中心考核條例4.7 總機(jī)考核條例125The F.O Dept Regulation System 129Evaluation Rules of Front Desk 133Evaluation Rules of Concierge 136Evaluation Rules of Gift Shop 139Evaluation Rules of Business Center 144Evaluation Rules of Operator 146第五章前廳部各部門(mén)運(yùn)轉(zhuǎn)表格OPERATION LIST OF F.O DEPT 148-185第五編：管家部V、HOUS

32、EKEEPING DEPT第一章管家部組織結(jié)構(gòu)圖1ORGANIZATION CHART第二章管家部崗位職責(zé)1-25POSITION RESPONSIBILITY OF H.K DEPT2.1管家部經(jīng)理H.K Dept. Manager22.2樓層經(jīng)理Head FloorSupervisor32.3樓層督導(dǎo)FloorCaptain52.4樓層服務(wù)員Room Attendant72.5樓層清掃員Room Cleaner92.6公共區(qū)域經(jīng)理Public Area Supervisor 112.7公共區(qū)域督導(dǎo)Public Area Captain 122.8公共區(qū)域服務(wù)員Public Area Att

33、endant 132.9花房管理員Florist 142.10公共區(qū)域清潔工Public Area Cleaner 152.11洗滌部經(jīng)理Laundry Manager 162.12洗滌部督導(dǎo)Laundry Captain 172.13干洗工Dry Cleaner 182.14大濕洗工Washer-Large Items 202.15小濕洗工Washer-Small Items2.16平燙工Flat Work Ironer 222.17布草折疊-LLinen Folding Attendant 232.182.19布草收發(fā)員Linen Delivery Maid 24制服收發(fā)員Uniform

34、Delivery Maid 25第三章管家部各崗位操作程序27-1363.1TANDARD OPERATION PROCEDURE OF HK.DEPTS樓層經(jīng)理 Head Floor Supervisor 273.1.1處理客人投訴 Handling Guest ' s Complains 273.2樓層督導(dǎo)Floor Captain28-313.2.1檢查客房 Checking Guest Rooms283.2.2收取小酒吧帳單 Collecting Mini-bar Bill 303.2.3飲料管理 Controlling wine & Beverage 313.3樓層服

35、務(wù)員 Room Attendant 32-533.3.1樓層鑰匙領(lǐng)用和保管 Picking up& Keeping Room Key323.3.2開(kāi)酒水帳單 Filling in Wine & Beverage Bill 333.3.3杯具洗滌、消毒 Washing-up & Disinfecting Glassware 343.3.4客用品領(lǐng)用、存放 Application of &Keeping Items 353.3.5客人要求開(kāi)門(mén) Handling Request for Opening the Door363.3.6引領(lǐng)客人進(jìn)房 Greeting th

36、e Guests 373.3.7報(bào)交遺留物品 Delivering Properties Left Behind by Guest 383.3.8客人離店結(jié)帳 Guest Check-out393.3.9查走客房（遺留物品） Check-up C/O Room 403.3.10做夜床 Providing Turn-down Service 41<3.3.11開(kāi)房門(mén) Opening the Door433.3.12力口床 Handling Request for Extra Bed443.3.13鋪床 Making the Bed 453.3.14上毛巾、茶水 Offering Towel

37、 / Tea Service 463.3.15客房二次打掃 Re-cleaning the Room 473.3.16重點(diǎn)賓客進(jìn)房 Receiving VIP 483.3.17擦皮鞋 Providing Free Shoe Shining Service 493.3.18翻轉(zhuǎn)床墊 Turning the Mattress 503.3.19洗滌浴簾 Washing Shower Curtain 513.3.20吸塵命使用和保養(yǎng) Using & Maintaining Vacuum Cleaner 523.3.21處理意外損壞賓客物品Dealing with Damaging Guests

38、 ' Articles3.4客房清掃員 Room Cleaner 54-593.4.1整理工作車(chē)Cleaning up Maid ' s Cart 543.4.2打掃住客房Making up Occupied Room 553.4.3清掃衛(wèi)生間Making up Washing Room 573.4.4工作車(chē)擺放Maid' s Cart Setting 583.4.5空房清掃M(jìn)aking up Vacant Room593.5 客房中心服務(wù)員 Housekeeping Center Attendant 60-643.5.1 核對(duì)未進(jìn)店客房報(bào)告 Checking No-s

39、how Room Report603.5.2 核對(duì)查房報(bào)告Checking Room Report 613.5.3 客用品的借用、登記和保管Item' s Loan /Registration / Keeping623.5.4 接打內(nèi)部電話 Receiving & Making Inside Call 633.5.5 處理前臺(tái)報(bào)表Dealing with Dept. Reports 64附錄：客房中心常備客用品清單64Appendix: List of Items Prepared in Housekeeping Center3.6 PA服務(wù)員 PA Attendant 65-

40、813.6.1石材日常保養(yǎng)Marble Daily Maintenance 653.6.2大理石地面打蠟Polishing Marble with Wax 663.6.3大理石地面起蠟Wax Remove From Marble673.6.4石材墻壁上蠟Polishing Wall with Wax683.6.5清洗地毯（干泡）Cleaning Carpet(Dry-clear)693.6.6洗地毯（抽洗）Washing Carpet703.6.7沙發(fā)抽洗Washing Sofa 723.6.8清潔銅條Cleaning Copper Strip 733.6.9清潔客梯Cleaning Elev

41、ator 74<3.6.10清洗吸塵器Cleaning Vacuum Cleaner 753.6.11使用三合一抽洗機(jī)Using Wet VacuumCarpet Extractor763.6.12使用洗地機(jī)Using Clean Marble Machine 773.6.13使用吸水機(jī)Using Wet & Dry VacuumCleaner783.6.14使用高速拋光機(jī)Using Ultra High Speed Machine 793.6.15清潔玻璃Polish the Window-panes 803.6.16化岡七地面日日硬處理Crystallize Marble 8

42、13.7PA保潔工PA Cleaner 82-863.7.1棉塵推藥劑處理Spray Floor Dust Remover on the Mop 823.7.2推塵（清潔大理石地面）Dust Removed From Floor 833.7.3清潔各公共區(qū)域衛(wèi)生Cleaning the Public Areas 843.7.4洗手間日常清潔保養(yǎng)Cleaning Washing Room 853.7.5客人醉酒嘔吐處理Dealing with Drunk Guests 8..53.8.69.8Staff.103

43、....23.12.1制服收發(fā)員 Uniform Delivery Maid 87-97新制服申領(lǐng)、發(fā)放 Appling for & Giving Out Uniform 87制服收發(fā) Counting & Sending Uniform88交接制服Taking over Uniform 89清點(diǎn)臟制服 Counting Dirty Uniform 90核

44、對(duì)接收已清洗制服Checking Uniform Cleaned 91處理舊制服報(bào)損Steps to Handle Uniform Scraped制服盤(pán)點(diǎn) Inventorying Uniform 93入店、離店人員領(lǐng)退制服Appling for & Returning Uniform for94制服收發(fā)員收尾 Finishing Work for Uniform Delivery Maid 95縫補(bǔ)制服 Steps to Sewing Uniform 96縫紉機(jī)保養(yǎng) Maintaining Sewing Machine 97布草收發(fā)員 Linen Delivery Maid 98-1

45、02交接布草 Taking Over linen98布草領(lǐng)用 Application of Linen 99交接餐飲、康樂(lè)織品 Taking over F&B and H&R Dept Linen 100發(fā)送客房布草 Sending Out Linen of H.K Dept 101布草盤(pán)點(diǎn) Inventorying Linen102花房管理員Florist 103-105綠色植物保養(yǎng) Preserving Green Plants103保養(yǎng)公共區(qū)域插花 Preserving Flowers in Public Area 104送花 Sending Flowers 105客衣服

46、務(wù)員 Guest Clothes Delivery Maid 106-114收包 Collecting Clothes 106點(diǎn)數(shù) Counting Clothes 107打碼 Marking on Clothes 108疊衣 Folding Clothes 109裝包 Packing Clothes 110送衣 Sending Clothes 111處理遺留物品 Dealing with Properties Left by Guests 112加快洗衣 Express Valet Service 113貴賓洗衣 VIP Valet Service 114大濕洗工 Washer-large

47、Items 115-117客房、飲食布草洗滌 Laundering Linen F&B & H.K Dept . 1153.12.2使用大濕洗機(jī) Using Washed-large Items Machine 1163.12.3使用烘干機(jī) Using Dry Machine 1173.13小濕洗工 Washer-small Items 118-1233.13.1開(kāi)機(jī)準(zhǔn)備 Preparation of Turning on Machine 1183.13.2檢查、分類(lèi) Checking & Classifying Clothes 1193.13.3客衣人跡 Remove

48、 Stain From Clothes1203.13.4客衣洗滌 Laundering Guests 'Clothes 1223.13.5使用小濕洗機(jī) Using Washed-Small Items Machine 1233.14平燙工 Flat Work Ironer Turning on 124-1273.14.1開(kāi)機(jī)準(zhǔn)備Preparation of Turning onMachine 1243.14.2熨燙口布、枕套Ironing Napkin & Pillow-case 1253.14.3熨燙布草（床單、甘布）Ironing Linen 1263.14.4使用大燙機(jī)U

49、sing Flat Ironing Machine 1273.15手燙工Presser 128-1333.15.1崗位準(zhǔn)備Preparation1283.15.2熨燙西服上衣Ironing Suit 1293.15.3熨燙真絲服裝Ironing Silk Clothes 1303.15.4熨燙西褲Ironing Trousers 1313.15.5熨燙襯衫Ironing Shirt 1323.15.6熨燙T恤衫Ironing T-shirt 1333.16：干洗工 Dry-cleaner 134-1363.16.1使用干洗機(jī)Using Dry-cleaning Machine 13443.16

50、.2使用人像機(jī)Using Model Machine 1353.17布草折疊工Linen FoldingAttendant 136第四章 管家部管理制度137-152MANAGEMENT SYSTEN OF H.K DEPT4.1管家部安全管理制度Safety Regulation1374.2樓層客房安全管理制度Safety Regulation of Guest Rooms1384.3管家部衛(wèi)生管理制度Hygiene Management Regulation 1394.4管家部防火制度Fire PreventionRegulation1414.5客人失竊處理制度Handling Guest

51、s ' Report of Loss1424.6 客人急病處理制度Regulation on Caring for IllGuests 1434.7 客人醉酒處理制度Caring for Drunk GuestsRegulation 1444.8 客人攜帶寵物和易燃易爆品處理制度Handling Pet & Dangerous Goods 1454.9 客人帶走客房物品處理制度Handling Room Items Taked by Guests 1464.10 來(lái)訪人員登記制度Regulation 1474.11 督導(dǎo)查房制度Regulation 1484.12 洗滌房管理制

52、度1504.13 樹(shù)木花卉管理制度Regulation 1514.14 草地保養(yǎng)管理制度第五章 管家部運(yùn)轉(zhuǎn)表單153-188OPERATION LIST OF H.K DEPT.Visitor RegistrationCaptain Inspecting RoomLaundry Management RegulationPlants & Flowers ManagementLawn Management Regulation 152第六編：餐飲部VI、FOOD & BEVERAGE DEPT第一章餐飲部組織結(jié)構(gòu)圖1ORGANIZATION CHAT第二章餐飲部各崗位職責(zé)2-39POSITION RESPONSIBILITIES OF F&B DEPT2.1 餐飲部經(jīng)理F&B Dept. Manager 22.2 秘書(shū)Secretary 42.3 中菜部經(jīng)理Chines