星级酒店运营管理全案

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.M1.1总经理GeneralManager1-31.2驻店经理ResidentManager4-6第二章总经理秘书7-11G.M’SSECRETARY2.1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Ⅱ,MARKET&SALESDEPT第一章市场营销部组织结构图4ORGANIZATONCHART　　　　第二章市场营销部各岗位职责5-14 POSITIONRESPONSIBILITIESOFM&SDEPT2.1市场营销部经理M&SDeptManager5-62.2商务销售代 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 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 离婚协议模板下载合伙人协议 下载渠道分销协议免费下载敬业协议下载授课协议下载 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 档案管理制度下载食品安全管理制度下载三类维修管理制度下载财务管理制度免费下载安全设施管理制度下载 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ArtDesignOffice38第六章市场营销部内部运转 表格 关于规范使用各类表格的通知入职表格免费下载关于主播时间做一个表格详细英语字母大小写表格下载简历表格模板下载 39-49OPERATIONLISTOFM&SDEPT第三编:财务部Ⅲ,FINANCIALDEPT第一章财务部组织结构图1ORGANIZATIONCHART第二章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CostingClerk–Materials442.19食品原料仓库保管员Storekeeper–Food462.20饮品烟草仓库保管员Storekeeper–Beverage&Tobacco492.21物资仓库保管员Storekeeper–General512.22收货员ReceivingClerk532.23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&PROCEDUREOFFINDEPT3.1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Cashier’sOffDutyConnect713.6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VirementChequeTeachTheReason753.10信用卡托收的处理CreditCardCollection’smanage763.11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OutletsBillCheck-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CreditPolicy923.27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&Confirm1073.37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&BStock: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FreshFoodReceivingBillFillIn1423.60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.ODEPT2-232.1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ReceptionManager62.5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MaintenanceofB\CEquipment120　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 食品安全规章制度下载关于安全生产规章制度关于行政管理规章制度保证食品安全的规章制度范本关于公司规章制度 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1ORGANIZATIONCHART　　　　　　　第二章管家部岗位职责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Florist142.10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LinenDeliveryMaid242.19制服收发员UniformDeliveryMaid25第三章管家部各岗位操作程序27-136TANDARDOPERATIONPROCEDUREOFHK.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64Appendix: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137-152MANAGEMENTSYSTENOFH.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153-188OPERATIONLISTOFH.KDEPT.第六编:餐饮部Ⅵ,FOOD&BEVERAGEDEPT第一章餐饮部组织结构图1ORGANIZATIONCHAT第二章餐饮部各岗位职责2-39POSITIONRESPONSIBILITIESOFF&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40-204STANDARDOPERATIONPROCEDUREOFF&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205-233POSITIONRESPONSIBILITIESOFKITCHEN　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234-252STANDARDOPERATIONPROCEDUREOFKITCHEN　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253-263ADMINISTERSYTTEMOFF&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264OPERATIONLISTOFF&BDEPT第七编:康体娱乐部Ⅶ,RECREATIONDEPT第一章康体娱乐部组织结构图1ORGANIZATIONCHART第二章康体娱乐部各岗位职责2POSITIONRESPONSIBITIESOFH&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24STANDARDOPERATIONPROCEDUREOFH&RDEPT3.1健身房工作程序FitnessCenter243.2台球室工作程序BilliardRoom253.3棋牌室工作程序Chess&CardsRoom263.4乒乓球室工作程序Table-tennisRoom273.5保龄球室对客服务工作程序BowlingRoomService283.6网球场的工作程序TennisCourt293.7高尔夫球场工作程序GolfCourt303.8攀岩的工作程序Trend-wall313.9夜总会工作程序NightClub323.10夜总会营业前服务操作程Pre-openingService333.11夜总会营业间服务操作程序OpeningTimeService343.12夜总会营业后服务操作程序ClosingTimeService353.13音控室工作程序DJRoom363.14KTV包房工作程序KTVPrivateChamber373.15美容美发厅服务工作程序BeautySalonService383.16游泳池的服务工作程序SwimmingPoolService393.17桑拿浴室工作程序SaunaBathroom403.18按摩服务工作程序MassageService413.19夜总会,桑拿酒吧准备NightClub&SaunaBarPreparing423.20酒吧服务程序BarService433.21酒吧调酒员酒吧准备BartenderPreparing443.22酒吧调酒员领用酒水BartenderReceiving453.23制作鸡尾酒水果装饰物CocktailFruitTrimming463.24擦拭杯具的工作程序GlassPolishing473.25酒水供应的工作程序Wine&BeverageSupplying483.26酒水报损的工作程序Wine&BeverageScrap493.27酒吧之间酒水调拨InterBarTransfer503.28酒水盘点的工作程序Wine&BeverageInventory513.29冰箱使用的工作程序RefrigeratorUsing523.30结账服务程序Check-out53第四章康体娱乐部管理制度54MANAGEMENTSYSTEMOFH&RDEPT4.1设施设备管理制度Equipment&Facilities544.2安全与事故处理制度Safety&AccidentDealing554.3部门例会管理制度DepartmentRegularMee