(中英文)酒店管理实务

营运管理实务目录
WORKING MANUAL OF RED BOAT HOTEL
写在前面的话
PREFACE
总编
CONTENTS
第一章酒店简介
GENERAL STATEMENT
第二章管理体系
MANAGEMENT SYSTEM
附：组织结构图
APPENDIX:ORGANIZATION CHART 第一节经营理念
The Spirit of Red Boat Hotel
第二节顾客政策
Customer Policies
第三节质量管理体系
Quality Control System
第四节服务质量保证书
Quality Guarantee
第五节人事政策及培训计划实施
Personnel Policies&Training
第六节酒店内部刊物（店报）
News Paper
第七节员工手册
Staff Handbook
第一编：总经理
Ⅰ、GENERAL MANAGER
第一章总经理1-6
G.M
1.1总经理General Manager1-3
1.2驻店经理Resident Manager4-6
第二章总经理秘书7-11
G.M’S SECRETARY
2.1总经理秘书G.M Secretary7-9
2.2文员Clerk10-11
第三章会议程序12
MEETING SCHEDULE
第二编：市场营销部
Ⅱ、MARKET&SALES DEPT
第一章市场营销部组织结构图4
ORGANIZATON CHART
第二章市场营销部各岗位职责5-14
POSITION RESPONSIBILITIES OF M&S DEPT
2.1市场营销部经理M&S Dept Manager5-6
2.2商务销售代表Sales Representative of Commercial7-8
2.3旅行社销售代表Sales Representative of Travel Agency9-10 2.4秘书Secretary11-12
2.5美工Art Designer13-14
第三章市场营销部各岗位工作程序及标准15-26
STANDARD OPERATION PROCEDURE OF M&S DEPT
3.1商务销售代表促销访问Promotion and Sales Call15-16
3.2长包房销售Long-Staying Room Sales17-19
3.3团队预订Group Reservation20-21
3.4旅行社销售代表外出销售Outside Sales Call22
3.5会议销售Conference Sales23-24
3.6与旅行社签订协议Travel Agency Agreement Signing25
3.7团队预订更改、取消Reservation Amendment&Cancellation26
第四章附加程序27-32
ACCESSORY PROCEDURES
4.1处理突发事件Handling an Emergency27
4.2客用印刷品制作Presswork Making28
4.3客户档案建档Account File Establishing29
4.4大型活动工作安排Large Activity Arrangement30
4.5组织新闻发布会Press Briefing32
第五章市场营销部管理制度33-38
MANAGEMENT SYSTEM OF M&S DEPT
5.1接待Reception33-35
5.2办公室环境Office Environment36
5.3资料Data36
5.4例会Regular Meeting37
5.5工作汇报Job Report38
5.6工作业绩考核Job Result Evaluation38
5.7美工室管理制度Art Design Office38
第六章市场营销部内部运转表格39-49
OPERATION LIST OF M&S DEPT
第三编：财务部
Ⅲ、FINANCIAL DEPT
第一章财务部组织结构图1
ORGANIZATION CHART
第二章财务部岗位职责及工作程序2
POSITION RESPONSIBILITIES OF FIN DEPT
2.1财务总监Financial Controller2
2.2副财务总监Deputy Finance Director4
2.3秘书Secretary6
2.4会计主任Chief Accountant7
2.5总帐General Ledger10
2.6费用核算员Cost Control Clerk14
2.7资产核算员Assets Ledger Clerk17
2.8信贷应收员Credit&A/R19
2.9应付款文员Accounts Payable Clerk22
2.10出纳员Cashier25
2.11工资员Payroll28
2.12收银主任Chief Cashier29
2.13收银督导Cashier Captain31
2.14审计员Auditor32
2.15总台收银Front Desk Cashier34
2.16站点收银员Outlets Cashier38
2.17成本控制部主任Chief Cost Controller41
2.18材料核算员Costing Clerk–Materials44
2.19食品原料仓库保管员Storekeeper–Food46
2.20饮品烟草仓库保管员Storekeeper–Beverage&Tobacco49 2.21物资仓库保管员Storekeeper–General51
2.22收货员Receiving Clerk53
2.23电脑部经理EDP Manager55
2.24电脑硬件工程师EDP Officer–Hardware57
2.25电脑软件工程师EDP Officer–Software59
2.26采购部经理Purchasing Manager61
2.27采购部督导Purchasing Captain63
2.28采购员Purchasier64
第三章财务管理制度与程序67
MANAGEMENT SYETEM&PROCEDURE OF FIN DEPT 3.1餐厅收银结帐Restaurant Cashier Check-out67
3.2信用卡结帐Credit Card Check-out68
3.3信用卡压卡Credit Card Push-Down69
3.4收银员编制报告Cashier Workout Reporting70
3.5收银员下班交接Cashier’s Off Duty Connect71
3.6总出纳工作General Cashier Job Procedures72
3.7现金支出报销Cash Payout73
3.8客房房租收入审计Guest Room Rate Receipt Audit74
3.9转帐支票授理Virement Cheque Teach The Reason75
3.10信用卡托收的处理Credit Card Collection’s manage76
3.11点菜单传递的控制Captain Order Transfer Control77
3.12帐单传递Bill Transfer Procedures78
3.13货币传递控制Currency Transfer Control79
3.14客人离店时间的控制Guest Departure Time Control80
3.15房租减免的内部控制Rent Derating Inside Control81
3.16营业点帐单建立Outlets Bill Found82
3.17营业点帐单结帐Outlets Bill Check-out83
3.18信用卡授权程序Credit Card Accredit84
3.19散客签字消费FIT Signing Consume85
3.20单位、团队签字转帐Unit&Group Signing Transfer Account86 3.21营业发票使用Business Invoice Useing87
3.22审核营业点帐款Audit Outlets Account88
3.23审核前厅帐款Audit Front Office Account89
3.24编制营业日报表Workout Business Day Statement90
3.25夜间稽核工作Night Audit Job91
3.26信贷政策Credit Policy92
3.27预算编制程序Budget Workout Procedures95
3.28应收款管理Accounts Receivable Manage96
3.29收银员管理Outlets Cashier Manage97
3.30出纳员管理Cashier Manage98
3.31审计员管理Auditor Manage100
3.32现金管理Cash Manage101
3.33总出纳管理General Cashier Manage103
3.34采购部管理Stocking Manage104
3.35物资采购申请Goods Stock Application106
3.36采购报价、确认Stock Quoted Price&Confirm107
3.37采购审批Stock Examine&Approve108
3.38采购物品的结算Stock Goods Balance of accounts109
3.39提货工作程序Pick Up The Goods Job Procedures110
3.40物品验收程序Goods Receiving111
3.41采购方式及有关程序Stock Way&Procedures112
3.42仓库的收、发及盘存Storeroom Accepting、Send Out、Inventory120 3.43食品和饮料存货-定价、标志与贮藏F&B Stock:price、Sign&Store122 3.44食品和饮料存货-发货、申请领货F&B Stock:Send Out&Application124 3.45食品和饮料存货-标准存货F&B Stock:Standard126
3.46食品和饮料存货-实地盘存F&B Stock:On-The-Spot Inventory128
3.47食品成本控制程序Food Cost Control130
3.48食品标准成本卡制作Food Standard Cost Card Execution131
3.49食品标准成本计算Food Standard Cost Account132
3.50食品标准成本核算Food Standard Cost Check133
3.51餐饮公关费用F&B Public relations Cost134
3.52菜肴的产销核对Menu Produce&Sell Check135
3.53酒水标准成本制作Beverage Standard Cost Check136
3.54饮料成本控制Beverage Cost Control137
3.55饮料销售还原表建立Beverage Sale Revert Form Found138
3.56餐饮成本日报表编制F&B Cost Day Statement Workout139
3.57鲜活食品价格的制订Fresh Food Price Working-Out140
3.58干货水果等验收Dried Food&Fruit Etc Receiving141
3.59鲜活食品验收单据填写Fresh Food Receiving Bill Fill In142
3.60应付款管理Accounts Payable Manage143
3.61薪金会计管理Payroll Accountant Manage144
第四章财务部各类运转表格145
OPERATION LIST OF FIN DEPT
第四编：前厅部
Ⅳ、FRONT OFFICE DEPT
第一章前厅部组织结构图
ORGANIZATION CHART1
第二章前厅部岗位职责
POSITION RESPONSIBILITIES OF F.O DEPT2-23
2.1前厅部经理 F.O Manager2
2.2前厅部秘书 F.O Secretary3
2.3大堂副理Assistant Manager4
2.4前台接待经理Reception Manager6
2.5前台接待员Receptionist7
2.6预订员Reservation Clerk9
2.7总机督导Operator Captain11
2.8总机话务员Operator12
2.9首席礼宾司Chief Concierge13
2.10迎宾员Door man14
2.11行李员Bell man16
2.12商务中心督导 B.C Captain17
2.13商务中心文员 B.C Clerk18
2.14商场经理Gift Shop Manager20
2.15商场员工Seller21
2.16医务室医生Infirmary Doctor22
第三章前厅部各岗位操作程序
STANDARD OPERATION PROCEDURE OF F.O DEPT
第一节前厅部各岗位每日工作内容
F.O Department Check List24-39
3.1.1前厅部经理 F.O Manager Check List24
3.1.2大堂副理Assistant Manager25
3.1.3前台接待经理Reception Manager27
3.1.4总机/商务中心督导Operator/B/C Captain29
3.1.5首席礼宾司Chief Concierge30
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/C Clerk39
第二节前台程序与标准
F.O Standard Operation Procedure40-73
3.2.1受理电话预订Room Reservation by Calling40
3.2.2传真、信函订房Room Reservation by Fax、Letter41
3.2.3来店预订操作Room Reservation on the Spot42
3.2.4变更预订的处理Booking Amendment43
3.2.5散客入住程序FIT Check-in44
3.2.6散客离店程序FIT Check-out46
3.2.7残疾人接待程序Handicapped Check-in48
3.2.8团队入住Group Check-in49
3.2.9团队离店Group Check-out50
3.2.10长住客人接待服务Long-staying Guests Service51
3.2.11更换长住客人房卡Long-staying Guests Room-key Change52
3.2.12宾客推迟离店Delay Check-out53
3.2.13处理双锁门，开双锁门Room Double Lock54
3.2.14贵重物品寄存Handing Safe Deposit Changing55
3.2.15调换房间/调整价格Room/Rate Changing56
3.2.16处理折扣Handle the Rebate Changes58
3.2.17房间异常报告处理Room Discrepancy Report59
3.2.18行政楼层客人接待Executive Floor Guest Arrival61
3.2.19行政楼层客人离店Executive Floor Guest Departure62
3.2.20客房没有准备好Room not Ready on Arrival63
3.2.21处理宾客留言Message handling64
3.2.22查询客人房号Room Number Inquire65
3.2.23总台物品转送Guest’s Articles Send/Transfer66
3.2.24VIP信息更改VIP information Change68
3.2.25办理房间房租变更手续Room Charge Changing69
3.2.26房间分配Room Allotment70
3.2.27房间钥匙管理Room-key Management72
3.2.28建立客史档案Set up Guest’s History73
第三节大堂副理程序与标准
Assistant Manager Standard Operation Procedure74-84
3.3.1贵宾入住VIP Check-in74
3.3.2接待重要团队宾客VIP Group Check-in77
3.3.3展房/介绍酒店Show Rooms/Hotel Tours78
3.3.4处理宾客投诉Complain Handling79
3.3.5处理宾客遗留物品Handling Guest’s Properties Left Behind80
3.3.6处理宾客房门锁失灵Room lock Out Of Order Handling81
3.3.7突发事件的处理步骤Urgent/Accident Handling82
3.3.8处理宾客拒付电话费Handling the Refusal to Payment for Telephone84
第四节礼宾部程序与标准
Concierge Standard Operation Procedure85-102
3.4.1迎宾员Door Man Standard Operation85
3.4.2行李员Bell Man Standard Operation88
3.4.3处理宾客邮件、信件Guest’s Postal Items、Letters Handling95
3.4.4处理宾客物品转交Guest’s Articles Transfer96
3.4.5一、二楼公共区域寻人服务Public Area Paging Service97
3.4.6客人行李寄存服务Guest’s Luggage Store Service98
3.4.7提供出租车服务Car Rental Service99
3.4.8委托代办服务Concierge Service100
3.4.9资料收集及整理Data Collect and Arrange101
第五节总机程序与标准
Operation Standard Operation Procedure103-110
3.5.1接转内外线电话Phone Call Connecting and Exchanging103
3.5.2处理直拨长途电话Long Distance Call Service104
3.5.3前厅部总机免打扰服务Do Not Disturb Call Service105
3.5.4叫醒服务Wake-up Service106
3.5.5电话咨询服务Telephone Information Service107
3.5.6电话寻人服务Paging Service by Telephone108
3.5.7发布天气报告Weather Forecast Service109
3.5.8话务台维护与保养Maintenance of A.B.E Equipment110
第六节商务中心程序与标准
Business Center Standard Operation Procedure111-120
3.6.1接收传真Fax Receiving111
3.6.2接收客人委托向外发出传真Fax Sending112
3.6.3提供打字服务Taping Service114
3.6.4复印服务Copying Service115
3.6.5代办快件Mail Express Service116
3.6.6提供翻译服务Translation Service117
3.6.7提供文件装订服务Binding Service118
3.6.8提供电话服务Public Telephone Service119
3.6.9商务中心设备维护及保养Maintenance of BC Equipment120
第七节商场程序与标准
Gift Shop Standard Operation Procedure121-124
3.7.1零售商品进货制度Stock with Goods121
3.7.2商场换货服务How to Handling Guest Changing Goods122
3.7.3售后服务After Sale Service123
第四章前厅部各项管理制度
MANAGEMENT SYSTEM OF F.O DEPT125-147
4.1前厅部行为规范The F.O Dept Staff Behavior Standard125
4.2前厅部各岗位规章制度The F.O Dept Regulation System129
4.3总台考核条例Evaluation Rules of Front Desk133
4.4礼宾部考核条例Evaluation Rules of Concierge136
4.5商场考核条例Evaluation Rules of Gift Shop139
4.6商务中心考核条例Evaluation Rules of Business Center144
4.7总机考核条例Evaluation Rules of Operator146
第五章前厅部各部门运转表格
OPERATION LIST OF F.O DEPT148-185
第五编：管家部
Ⅴ、HOUSEKEEPING DEPT
第一章管家部组织结构图1
ORGANIZATION CHART
第二章管家部岗位职责1-25
POSITION RESPONSIBILITY OF H.K DEPT
2.1管家部经理H.K Dept.Manager2
2.2楼层经理Head Floor Supervisor3
2.3楼层督导Floor Captain5
2.4楼层服务员Room Attendant7
2.5楼层清扫员Room Cleaner9
2.6公共区域经理Public Area Supervisor11
2.7公共区域督导Public Area Captain12
2.8公共区域服务员Public Area Attendant13
2.9花房管理员Florist14
2.10公共区域清洁工Public Area Cleaner15
2.11洗涤部经理Laundry Manager16
2.12洗涤部督导Laundry Captain17
2.13干洗工Dry Cleaner18
2.14大湿洗工Washer-Large Items20
2.15小湿洗工Washer-Small Items21
2.16平烫工Flat Work Ironer22
2.17布草折叠工Linen Folding Attendant23
2.18布草收发员Linen Delivery Maid24
2.19制服收发员Uniform Delivery Maid25
第三章管家部各岗位操作程序27-136
TANDARD OPERATION PROCEDURE OF HK.DEPTS
3.1楼层经理Head Floor Supervisor27
3.1.1处理客人投诉Handling Guest’s Complains27
3.2楼层督导Floor Captain28-31
3.2.1检查客房Checking Guest Rooms28
3.2.2收取小酒吧帐单Collecting Mini-bar Bill30
3.2.3饮料管理Controlling wine&Beverage31
3.3楼层服务员Room Attendant32-53
3.3.1楼层钥匙领用和保管Picking up&Keeping Room Key32 3.3.2开酒水帐单Filling in Wine&Beverage Bill33
3.3.3杯具洗涤、消毒Washing-up&Disinfecting Glassware34 3.3.4客用品领用、存放Application of&Keeping Items35
3.3.5客人要求开门Handling Request for Opening the Door36 3.3.6引领客人进房Greeting the Guests37
3.3.7报交遗留物品Delivering Properties Left Behind by Guest38
3.3.8客人离店结帐Guest Check-out39
3.3.9查走客房（遗留物品）Check-up C/O Room40
3.3.10做夜床Providing Turn-down Service41
3.3.11开房门Opening the Door43
3.3.12加床Handling Request for Extra Bed44
3.3.13铺床Making the Bed45
3.3.14上毛巾、茶水Offering Towel/Tea Service46
3.3.15客房二次打扫Re-cleaning the Room47
3.3.16重点宾客进房Receiving VIP48
3.3.17擦皮鞋Providing Free Shoe Shining Service49
3.3.18翻转床垫Turning the Mattress50
3.3.19洗涤浴帘Washing Shower Curtain51
3.3.20吸尘器使用和保养Using&Maintaining Vacuum Cleaner52
3.3.21处理意外损坏宾客物品Dealing with Damaging Guests’Articles53 3.4客房清扫员Room Cleaner54-59
3.4.1整理工作车Cleaning up Maid’s Cart54
3.4.2打扫住客房Making up Occupied Room55
3.4.3清扫卫生间Making up Washing Room57
3.4.4工作车摆放Maid’s Cart Setting58
3.4.5空房清扫Making up Vacant Room59
3.5客房中心服务员Housekeeping Center Attendant60-64
3.5.1核对未进店客房报告Checking No-show Room Report60
3.5.2核对查房报告Checking Room Report61
3.5.3客用品的借用、登记和保管Item’s Loan/Registration/Keeping62 3.5.4接打内部电话Receiving&Making Inside Call63
3.5.5处理前台报表Dealing with Dept.Reports64
附录：客房中心常备客用品清单64
Appendix:List of Items Prepared in Housekeeping Center
3.6PA服务员PA Attendant65-81
3.6.1石材日常保养Marble Daily Maintenance65
3.6.2大理石地面打蜡Polishing Marble with Wax66
3.6.3大理石地面起蜡Wax Remove From Marble67
3.6.4石材墙壁上蜡Polishing Wall with Wax68
3.6.5清洗地毯（干泡）Cleaning Carpet(Dry-clear)69
3.6.6洗地毯（抽洗）Washing Carpet70
3.6.7沙发抽洗Washing Sofa72
3.6.8清洁铜条Cleaning Copper Strip73
3.6.9清洁客梯Cleaning Elevator74
3.6.10清洗吸尘器Cleaning Vacuum Cleaner75
3.6.11使用三合一抽洗机Using Wet Vacuum Carpet Extractor76 3.6.12使用洗地机Using Clean Marble Machine77
3.6.13使用吸水机Using Wet&Dry Vacuum Cleaner78
3.6.14使用高速抛光机Using Ultra High Speed Machine79
3.6.15清洁玻璃Polish the Window-panes80
3.6.16花岗岩地面晶硬处理Crystallize Marble81
3.7PA保洁工PA Cleaner82-86
3.7.1棉尘推药剂处理Spray Floor Dust Remover on the Mop82
3.7.2推尘（清洁大理石地面）Dust Removed From Floor83
3.7.3清洁各公共区域卫生Cleaning the Public Areas84
3.7.4洗手间日常清洁保养Cleaning Washing Room85
3.7.5客人醉酒呕吐处理Dealing with Drunk Guests86
3.8制服收发员Uniform Delivery Maid87-97
3.8.1新制服申领、发放Appling for&Giving Out Uniform87
3.8.2制服收发Counting&Sending Uniform88
3.8.3交接制服Taking over Uniform89
3.8.4清点脏制服Counting Dirty Uniform90
3.8.5核对接收已清洗制服Checking Uniform Cleaned91
3.8.6处理旧制服报损Steps to Handle Uniform Scraped92
3.8.7制服盘点Inventorying Uniform93
3.8.8入店、离店人员领退制服Appling for&Returning Uniform for Staff94 3.8.9制服收发员收尾Finishing Work for Uniform Delivery Maid95
3.8.10缝补制服Steps to Sewing Uniform96
3.8.11缝纫机保养Maintaining Sewing Machine97
3.9布草收发员Linen Delivery Maid98-102
3.9.1交接布草Taking Over linen98
3.9.2布草领用Application of Linen99
3.9.3交接餐饮、康乐织品Taking over F&B and H&R Dept Linen100
3.9.4发送客房布草Sending Out Linen of H.K Dept101
3.9.5布草盘点Inventorying Linen102
3.10花房管理员Florist103-105
3.10.1绿色植物保养Preserving Green Plants103
3.10.2保养公共区域插花Preserving Flowers in Public Area104
3.10.3送花Sending Flowers105
3.11客衣服务员Guest Clothes Delivery Maid106-114
3.11.1收包Collecting Clothes106
3.11.2点数Counting Clothes107
3.11.3打码Marking on Clothes108
3.11.4叠衣Folding Clothes109
3.11.5装包Packing Clothes110
3.11.6送衣Sending Clothes111
3.11.7处理遗留物品Dealing with Properties Left by Guests112
3.11.8加快洗衣Express Valet Service113
3.11.9贵宾洗衣VIP Valet Service114
3.12大湿洗工Washer-large Items115-117
3.12.1客房、饮食布草洗涤Laundering Linen F&B&H.K Dept.115
3.12.2使用大湿洗机Using Washed-large Items Machine116
3.12.3使用烘干机Using Dry Machine117
3.13小湿洗工Washer-small Items118-123
3.13.1开机准备Preparation of Turning on Machine118
3.13.2客衣检查、分类Checking&Classifying Clothes119
3.13.3客衣去迹Remove Stain From Clothes120
3.13.4客衣洗涤Laundering Guests’Clothes122
3.13.5使用小湿洗机Using Washed-Small Items Machine123
3.14平烫工Flat Work Ironer Turning on124-127
3.1
4.1开机准备Preparation of Turning on Machine124
3.1
4.2熨烫口布、枕套Ironing Napkin&Pillow-case125
3.1
4.3熨烫布草（床单、台布）Ironing Linen126
3.1
4.4使用大烫机Using Flat Ironing Machine127
3.15手烫工Presser128-133
3.15.1岗位准备Preparation128
3.15.2熨烫西服上衣Ironing Suit129
3.15.3熨烫真丝服装Ironing Silk Clothes130
3.15.4熨烫西裤Ironing Trousers131
3.15.5熨烫衬衫Ironing Shirt132
3.15.6熨烫T恤衫Ironing T-shirt133
3.16干洗工Dry-cleaner134-136
3.16.1使用干洗机Using Dry-cleaning Machine134
3.16.2使用人像机Using Model Machine135
3.17布草折叠工Linen Folding Attendant136
第四章管家部管理制度137-152
MANAGEMENT SYSTEN OF H.K DEPT
4.1管家部安全管理制度Safety Regulation137
4.2楼层客房安全管理制度Safety Regulation of Guest Rooms138
4.3管家部卫生管理制度Hygiene Management Regulation139
4.4管家部防火制度Fire Prevention Regulation141
4.5客人失窃处理制度Handling Guests’Report of Loss142
4.6客人急病处理制度Regulation on Caring for Ill Guests143
4.7客人醉酒处理制度Caring for Drunk Guests Regulation144 4.8客人携带宠物和易燃易爆品处理制度
Handling Pet&Dangerous Goods145
4.9客人带走客房物品处理制度
Handling Room Items Taked by Guests146
4.10来访人员登记制度Visitor Registration Regulation147
4.11督导查房制度Captain Inspecting Room Regulation148
4.12洗涤房管理制度Laundry Management Regulation150
4.13树木花卉管理制度Plants&Flowers Management Regulation151 4.14草地保养管理制度Lawn Management Regulation152
第五章管家部运转表单153-188
OPERATION LIST OF H.K DEPT.
第六编：餐饮部
Ⅵ、FOOD&BEVERAGE DEPT
第一章餐饮部组织结构图1
ORGANIZATION CHAT
第二章餐饮部各岗位职责2-39
POSITION RESPONSIBILITIES OF F&B DEPT
2.1餐饮部经理F&B Dept.Manager2
2.2秘书Secretary4
2.3中菜部经理Chinese Restaurant Manager7
2.4中餐厅督导Chinese Restaurant Captain9
2.5中餐引座员Chinese Restaurant Hostess10
2.6中餐厅服务员Chinese Restaurant Waiter/Waitress11 2.7宴会厅督导Banquet Hall Captain12
2.8宴会厅服务员Banquet Hall Waiter/Waitress14
2.9宴会预订员Banquet Reservation Clerk15
2.10备餐间督导Pantry Captain16
2.11传菜员Buss Boy17
2.12管事部督导Stewarding Captain18
2.13管事部仓库保管员Stewarding Store Attendant20
2.14管事部洗涤工Stewarding Dishwasher/Cleaner21
2.15西菜部经理Western Restaurant Manager22
2.16咖啡厅督导Cafeteria Captain24
2.17扒房督导Grill Captain27
2.18西菜部引座员Western Restaurant Hostess30
2.19咖啡厅、扒房服务员Cafeteria&Grill Waiter/Waitress32 2.20酒吧督导Bar Captain34
2.21酒吧吧员Bartender36
2.22大堂吧服务员Lobby Barman/Barmaid38
第三章餐饮部各岗位工作程序40-204
STANDARD OPERATION PROCEDURE OF F&B DEPT
3.1着装到岗Grooming40
3.2中菜部督导Chinese Restaurant Captain41
3.3中菜部引座员Chinese Restaurant Hostess49
3.4中餐零点服务Chinese A-La-Cart Service55
3.5宴会服务Banquet Service72
3.6大宴会厅餐前准备Banquet Hall Mis-en-place84
3.7中餐宴会服务Chinese Banquet Service87
3.8会议服务Conference Service89
3.9管事部督导Stewarding Captain95
3.10仓库管理员Stewarding Store Attendant102
3.11洗涤工Stewarding Dishwasher/Cleaner112
3.12西菜部引座员Western Restaurant Hostess143
3.13西菜部服务员Western Restaurant Waiter/Waitress148
3.14西餐服务Western Food Service174
3.15订单员订单服务Order Taker177
3.16送餐员Room Service Waiter/Waitress178
3.17调酒员Bartender188
3.18托盘使用Tray Serving195
3.19布草更换Linen Changing195
3.20玻璃器皿清擦Glassware Polishing196
3.21瓷器抛光Chinaware Polishing196
3.22刀具抛光Cutlery Polishing197
3.23促销工作Sales Promotion Skills197
3.24上错菜Handling Wrong Order198
3.25脏盘子撤下Cleaning Soiled Plates199
3.26为客人点烟Lighting A Cigarette199
3.27欢迎、道别Greeting&Farewell200
3.28帮客人放置餐巾Putting A Napkin200
3.29使用吐司机Using The Bread Toaster201
3.30清理、补充工作台Cleaning&Replenishing A Side Board Station201 3.31处理客人投诉Handling A Guest Complaint202
3.32征询客人满意Checking On Guest Satisfaction202
3.33撤换刀具Cutlery Removing203
3.34使用咖啡机Using A Coffee Machine204
第四章厨房各岗位职责205-233
POSITION RESPONSIBILITIES OF KITCHEN
4.1行政总厨Executive Chef205
4.2中厨房厨师长Chinese Kitchen Head Chef207
4.3中厨房点心督导Pastry Captain208
4.4中厨房点心厨师Pastry Cook209
4.5粗加工督导Primary Processing Captain210
4.6粗加工厨师Vegetable Processor&Butcher211
4.7炉灶督导Stove Captain212
4.8炉灶厨师Stove Cook214
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Cold Food Captain217
4.12冷菜厨师Cold Food Cook218
4.13打荷督导Assistant Captain219
4.14打荷厨师Assistant Cook220
4.15蒸灶督导Steam Captain222
4.16蒸灶厨师Steam Cook223
4.17切配督导Chopper Captain224
4.18切配厨师Chopper225
4.19西厨房厨师长Western Kitchen Head Chef226
4.20冻房督导Cold Food Captain227
4.21冻房厨师Cold Food Cook228
4.22热厨房督导Hot Food Captain229
4.23热厨房厨师Hot Food Cook230
4.24初加工、切配厨师Vegetable Processor&Butcher231 4.25包饼房督导Bakery Captain232
4.26包饼房厨师Baker233
第五章厨房各岗位工作程序234-252
STANDARD OPERATION PROCEDURE OF KITCHEN
5.1蔬菜加工Vegetables Processing234
5.2肉类加工Meat Processing234
5.3水产加工Marine Lives Processing235
5.4禽类加工Poultry Processing236
5.5原料订货Material Order237
5.6上浆工作Starch Processing238
5.7料头准备Condiment Preparing238
5.8处理菜点退回厨房Handling A Dish Return To Kitchen239 5.9打荷工作Assistant239
5.10切割工作Food Dicing&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Cold Food243
5.15水果盘制作Fruit Combination243
5.16冻房督导Cold Food Captain244
5.17冻房厨师Cold Food Cook245
5.18热厨督导Hot Food Captain246
5.19热厨厨师Hot Food Cook247
5.20初加工、切配厨师Vegetable Processor&Butcher248 5.21包饼房督导Bakery Captain249
5.22包饼房厨师Baker250
5.23厨房卫生清洁Kitchen Hygiene251
5.24厨房库存盘点Warehouse of Kitchen Inventory251
5.25厨房钥匙控制Key of Kitchen Under Control252
5.26厨房仓库领货控制Taking Goods From Warehouse of Kitchen252
第六章餐饮部管理制度253-263
ADMINISTER SYTTEM OF F&B DEPT
6.1订单Order253
6.2休假Vacation254
6.3物资调拨Material Allot255
6.4物品领用审批及验收Article Receiving&Approved256
6.5公关客人接待Public Relations Reception257
6.6员工培训Staff Training258
6.7会议Conference258
6.8服务质量检查Service Quality Inspecting259
6.9酒吧酒水盘存Beverage Inventory259
6.10酒吧酒水申领Beverage Taking260
6.11银器Silver Ware260
6.12管事部库房贮发Stewarding Stocked261
6.13餐厅交接班Shift Changing261
6.14餐厅纪律Restaurant Discipline262
6.15棉织品控制Linen Control262
6.16厨房食品保藏Food Keep In Store263
第七章餐饮部运转表格264
OPERATION LIST OF F&B DEPT
第七编：康体娱乐部
Ⅶ、RECREATION DEPT
第一章康体娱乐部组织结构图1
ORGANIZATION CHART
第二章康体娱乐部各岗位职责2
POSITION RESPONSIBITIES OF H&R DEPT
2.1康体娱乐部经理H&R DEPT Manager2
2.2康体娱乐部秘书H&R DEPT Secretary3
2.3夜总会督导Night Club Captain5
2.4夜总会音响师Night Club DJ6
2.5康体中心督导Health Center Captain7
2.6康体中心员工Health Center Attendant8
2.7桑拿中心督导Sauna Center Captain9
2.8桑拿中心迎宾员Sauna Center Hostess10
2.9夜总会、桑拿酒吧服务员Night Club&Sauna Bar Attendant11
2.10桑拿更衣室服务员Sauna Locker Attendant12
2.11桑拿水池服务员(擦背技师)Sauna Health Technician13
2.12桑拿休息室服务员Sauna Lounge Attendant14
2.13游泳池督导Swimming Pool Captain15
2.14游泳池服务员Swimming Pool Attendant16
2.15美容美发督导Beauty Salon Captain17
2.16美容美发师Cosmetologist18
2.17KTV督导KTV Captain19
2.18KTV服务员KTV Attendant20
2.19户外运动督导Outdoor Sports Captain21
2.20户外运动服务员Outdoor Sports Attendant22
2.21攀岩运动服务员Trend-wall Attendant23
第三章康体娱乐部各岗位工作程序24
STANDARD OPERATION PROCEDURE OF H&R DEPT 3.1健身房工作程序Fitness Center24
3.2台球室工作程序Billiard Room25
3.3棋牌室工作程序Chess&Cards Room26
3.4乒乓球室工作程序Table-tennis Room27
3.5保龄球室对客服务工作程序Bowling Room Service28
3.6网球场的工作程序Tennis Court29
3.7高尔夫球场工作程序Golf Court30
3.8攀岩的工作程序Trend-wall31
3.9夜总会工作程序Night Club32
3.10夜总会营业前服务操作程Pre-opening Service33
3.11夜总会营业间服务操作程序Opening Time Service34
3.12夜总会营业后服务操作程序Closing Time Service35
3.13音控室工作程序DJ Room36
3.14KTV包房工作程序KTV Private Chamber37
3.15美容美发厅服务工作程序Beauty Salon Service38
3.16游泳池的服务工作程序Swimming Pool Service39
3.17桑拿浴室工作程序Sauna Bathroom40
3.18按摩服务工作程序Massage Service41
3.19夜总会、桑拿酒吧准备Night Club&Sauna Bar Preparing42 3.20酒吧服务程序Bar Service43
3.21酒吧调酒员酒吧准备Bartender Preparing44
3.22酒吧调酒员领用酒水Bartender Receiving45
3.23制作鸡尾酒水果装饰物Cocktail Fruit Trimming46
3.24擦拭杯具的工作程序Glass Polishing47
3.25酒水供应的工作程序Wine&Beverage Supplying48
3.26酒水报损的工作程序Wine&Beverage Scrap49
3.27酒吧之间酒水调拨Inter Bar Transfer50
3.28酒水盘点的工作程序Wine&Beverage Inventory51
3.29冰箱使用的工作程序Refrigerator Using52
3.30结账服务程序Check-out53
第四章康体娱乐部管理制度54
MANAGEMENT SYSTEM OF H&R DEPT
4.1设施设备管理制度Equipment&Facilities54
4.2安全与事故处理制度Safety&Accident Dealing55
4.3部门例会管理制度Department Regular Meeting56
4.4各项目例会管理制度Section Regular Meeting57
4.5康体项目管理制度Health Center58
4.6夜总会管理制度Night Club59
4.7桑拿浴室管理制度Sauna Bathroom60
4.8美容美发厅服务管理制度Beauty Salon61
4.9部门安全防范制度Department Safety Prevention62
4.10游泳池管理制度Swimming Pool63
4.11KTV包房服务管理制度KTV Private Chamber64
4.12夜总会、桑拿酒吧卫生Night Club&Sauna Bar Hygiene65 4.13户外运动管理制度Outdoor Sports66
4.14康体中心卫生管理制度Health Center Hygiene67
4.15娱乐中心卫生管理制度Recreation Center Hygiene68
4.16户外运动卫生管理制度Outdoor Sports Hygiene69
第五章康体娱乐部内部运转表格70-80
INTERIOR OPERATION LIST OF H&R DEPT
第八编：人力资源部
Ⅷ、HUMAN RESOURCE DEPT
第一章人力资源部组织结构图1
ORGANIZATION CHART
第二章人力资源部岗位职责2-16
POSITION RESPONSIBILITIES OF H.R DEPT
2.1人力资源部总监Director of Human Resource2
2.2人事主任Personnel officer3
2.3劳资主任Labor and payroll supervisor5
2.4培训主任Training officer6
2.5秘书Secretary7
2.6后勤主任Logistical Supervisor9
2.7员工餐厅厨师长Staff Restaurant Chef10
2.8员工餐厅副厨师长Assistant Chef of Staff Restaurant11
2.9员工餐厅厨师（工）Staff Restaurant Cook12
2.10员工餐厅洗涤工Staff Restaurant Dish Washer13
2.11员工宿舍督导Staff Dormitory Captain14
2.12员工后勤管理员Rear Service Attendant15
第三章人力资源部操作程序17-36
STANDARD OPERATION PROCEDURE OF H.R DEPT 3.1定岗定编Staffing levels17
3.2人员招聘Staffing employ18-19
3.3员工入店On-the-job20
3.4员工试用期转正Probation turn to be in due form21
3.5任免、调整审报Appoint&remove、examine&approve22 3.6员工辞职/离店Staff demission/leave.23
3.7员工请假Staff ask off24
3.8员工就医Staff hospitalize25
3.9工伤处理Wound of job26
3.10员工违纪处理Discipline Punishment27
3.11员工奖励Rewarding28
3.12员工档案管理Staff file managing29
3.13员工加班申请Application for overtime30
3.14餐馆宴会钟点工使用Using casual labor F&B banquet31 3.15评选月优秀员工Monthly appraising excellence staff32
3.16年度培训计划和预算的制定For training budget33
3.17有关培训表格的使用Using of training forms34
3.18新员工入店培训Job training35
3.19员工入住宿舍/倒班宿舍Staff accommodation36
第四章人力资源部管理制度37-70
MANAGEMENT SYSTEM OF H.R DEPT
4.1人事Personnel37-41
4.2考勤Attendance42-43
4.3请假Ask for leave44-47
4.4违纪处理Discipline punishment48
4.5员工证和名牌Staff card and name plate49
4.6员工福利待遇Welfare treatment50
4.7员工医疗Medical treatment51
4.8员工计划生育Family planning52
4.9实习生Trainee53
4.10培训Training54-62
4.11员工宿舍Staff dormitory63-64
4.12员工更衣柜及钥匙Locker and key65
4.13员工更衣室Changing Room66
4.14员工活动室Rear service67
4.15员工餐厅Staff restaurant68
4.16员工餐厅就餐Staff dining69
4.17员工浴室Shower room70
第五章人力资源部各类表格
OPERATION LIST OF H.R DEPT
第九编：行政保安部
Ⅸ、EXECUTIVE&SECURITY DEPT
第一章行政保安部组织结构图1
ORGANIZATION CHART
第二章行政保安部各岗位职责2-13
POSITION RESPONSIBILITY OF E.S.DEPT
2.1行政保安部经理岗位职责Manager2-3
2.2行政保安部秘书岗位职责Secretary4
2.3行政保安部车队长岗位职责Chief of Drivers5
2.4行政保安部主任岗位职责Supervisor6-7
2.5保安督导岗位职责Captain7-8
2.6保安员岗位职责Security Guard8-12
2.7综合监控中心（监控员）岗位职责T.V Monitor13
第三章行政保安部各岗位工作程序14-33
STANDARD OPERATION PROCEDURE OF E.S.DEPT
3.1钥匙收发程序Key Management14
3.2对讲机收发程序Two-way Radio Management15 3.3接受火警电话报查工作程序Receiving Emergency Call16 3.4监控工作程序TV.Monitor17
3.5门卫工作程序Entrance Guard18-20
3.6巡查工作程序Patrolman21-22
3.7消防员工作程序Fire Fighter23-25
3.8内保工作程序Internal Security Guard26-30
3.9停车场保安工作程序Parking Area Guard31-32
3.10打卡值班员工作程序Time Keeper&Checker33
第四章安全管理制度34-47
SAFETY MANAGEMENT SYSTEM
4.1物资库房安全管理制度Warehouse34
4.2物资库房消防安全管理制度Fire-control of Warehouse35 4.3消防检查、维修和保养制度Inspection and Repairing36-37 4.4消防奖惩制度Reward Regulation38-39
4.5空调机房安全管理制度Air-condition room40
4.6配电房安全管理制度Power Substation41
4.7财务部安全管理制度Finance dept.Safety42
4.8娱乐场所安全管理制度H&R dept.Safety43
4.9更衣室安全管理制度Locker44
4.10酒店捡拾物品和宾客遗留物品管理制度Lost and Found45
4.11液化石油气消防安全管理制度Gas46
4.12用火管理制度Fire Application47
第五章防火安全责任制度48-59
FIRE PREVENTIVE REGULATION
5.1防火检查制度Inspecting48
5.2总机房防火安全责任制度Operator49
5.3楼层防火安全责任制度Floors and Rooms50
5.4各机房防火安全责任制度All Plant Room51
5.5配电室防火安全责任制度PDP52
5.6水泵房防火安全责任制度Pumping Room53
5.7工程部变电站安全防火制度Transformer Substation54
5.8工程部空调自控安全防火制度Air-conditioning Auto Control55 5.9工程部电梯机房安全防火制度Elevator56
5.10工程部锅炉房安全防火制度Boiler57
5.11工程部材料组安全防火制度Material Unit58
5.12动力机房安全防火制度Power Room59
第六章消防责任60-87
FIRE-CONTROL RESPONSIBILITY
6.1安全委员会组成及职责Form of the Safety Committee60
6.2法定代表人消防责任Legal Representative61
6.3总经理消防责任General Manager62
6.4义务消防队组成及职责Form of the Volunteer Fireman63-64 6.5行政保安部经理消防责任Manager of E.S.Dept.65
6.6行政保安部主任、督导消防责任Supervisor and Captain of E.S.Dept.66 6.7消防监控中心值班员消防责任T.V Monitor on Duty67
6.8财务部总监消防责任Financial Controller68
6.9财务部督导消防责任Financial Captain69
6.10人力资源部人事主任消防责任H.R.Dept.Personnel Supervisor70 6.11人力资源部后勤主任消防责任Rear Supervisor of H.R.Dept.71 6.12人力资源部后勤督导消防责任Captain of H.R.Dept.72
6.13员工餐厅员工消防责任Employee of Staff Restaurant73
6.14前厅部经理消防责任Manager of F.O.Dept.74
6.15管家部经理消防责任Manager of H.K.Dept.75
6.16管家部督导消防责任Captain of H.K.Dept.76
6.17餐饮部经理消防责任Manager of F&B Dept.77
6.18餐饮部督导消防责任Captain of F&B Dept.78。