酒店各崗位工作程序與要求概述

客務(wù)部經(jīng)理工作程序RD011.參加酒店2.召開部門會議3.現(xiàn)場巡查、督導4.處理突發(fā)事件5.處理客人投訴做工作記錄客務(wù)部經(jīng)理工作程序RD01收1.島參至加酒商店步驟/內(nèi)容標準1.應(yīng)客務(wù)經(jīng)理的臨時委托，代其參加酒店晨會1.1記錄會議精神及對部門的要求。1.2傳達信息；落實本部門的工作要求。1.3信息反饋給客務(wù)部經(jīng)理。2.酒店協(xié)調(diào)會2.1通報協(xié)調(diào)事宜,提出建議。2.2記錄、跟辦其它部門協(xié)調(diào)要求。3.由客務(wù)經(jīng)理主持的每日晨會3.1通報部門特殊賓客信息（VIP賓客、投訴賓客）3.2匯報今日工作重點。3.3記錄會議要求。4.客務(wù)經(jīng)理主持召開的一周部門例會4.1記錄會議內(nèi)容和部門對工作的要求。通報上周工作及布置任務(wù)的完成情況。匯報本周工作計劃及需部門協(xié)助解決的事項。柿2.摔召懲開部目門會娃議步驟/內(nèi)容標準1.檢查儀表儀容著裝整潔、挺括，發(fā)型標準，皮鞋光亮，襪子無抽絲，化好淡裝，不留長指甲。逐個檢查。2.布置當日任務(wù)2.1講解當日任務(wù)項目、標準以及怎樣做，用何種工具、清潔劑。3.培訓3.1學英語或其他，發(fā)音標準，聲音洪亮。3.2講解要點，再對員工進行抽查。4.報夜班提供的夜間進店、離店房號4.1用筆記錄，準確無誤。4.2強調(diào)當日進店的貴賓、團隊和有特殊要求的客人及房號。客務(wù)部經(jīng)理工作程序RD01齊3.吼現(xiàn)手場督組導、它巡查濁客務(wù)部經(jīng)理工作程序RD01鞭4.喇處盛理突獄發(fā)事耀件步驟/內(nèi)容標準1.了解事件發(fā)生的過程1.1聽取匯報。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護酒店正常接待秩序。3.實施解決方案3.1能被賓客接受。3.2維護酒店利益。4.備案4.1事件的跟蹤處理。4.2賓客對處理結(jié)果的信息反饋。4.3部門內(nèi)部的專題培訓。宋5.女處喊理客吉人投咐訴步驟/內(nèi)容標準1.傾聽認真傾聽，保持目光接觸準確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人道歉。1.3詢問客人的姓名和房號。2.解決問題2.1詳細了解情況，做出具體分析。2.2找出解決問題的方法并征詢客人的意見。2.3熱誠幫助客人解決，不能推委拒絕。2.4無論投訴性質(zhì)如何，均不得表現(xiàn)出對客人的不信任。2.5如不能馬上答復(fù)客人，應(yīng)立即請示上級。2.6首先向客人道歉，在道歉的過程中婉言解釋。2.7如有必要，向投訴客人贈送禮品以表示歉意?？蛣?wù)部經(jīng)理工作程序RD01續(xù)表步驟/內(nèi)容標準3.記錄3.1對事情全部過程記錄在案，準確、無遺漏。3.2寫明時間，投訴原因，解決方法。3.3有些記錄要上報大堂副理備案。3.4就此事對員工進行培訓，避免再次發(fā)生。栽6裕、與惹其它昌崗位職相接尚口的涌程序慎：亡序號憶瞞佳特預(yù)棗程綢序名贈幣渾禿伏等嘴華鄉(xiāng)接口直部門蓮/崗邀位羨得卷抹淹糖給首幣禍株汁湖前廳繳程序彩軟鏡粥屑允想位謎蘭把殃錄遞障秀碼筍曾前廳屢經(jīng)理駐止盛疊銜政丘爬址逗互脫么大堂尤程序抬罷享綠丈辛滔圈汽紹牙萄兔勢亂綠贏僵曲大堂船副理塘大堂蛇程序慕金鑰劃匙嫌初釣續(xù)庫帳癢鞏懂聰束跳退樓面鬧程序疑衫崖蛛飽喊蜻辨默冷拿苦背帆左畢逐券叢樓面拒經(jīng)理汽粗右堵摔酬烏抄宗增創(chuàng)畜行抓PA請程序枯葛倆姓留唐灘鞠清耍銳寇稠寺鍵潤睛幫管P獨A經(jīng)妄理這管理倉隨想維：（愉共凱5牽頁）較__滲__腔__延__穿__碧__奮__紅__澆__辨__罵__燙__知__腿__田__逗__墨__脾__舉__盛__同__姥__裝__施__峽__糟__忍__侮__廟__粱__曬__冰__片__歷__視__總__他__鬼__繭__遙__放__竊__姐__腹__債__筑__罵__污__侮__扎__殘__毛__絕__振__漠__門__凍__榴__窄__顫__遺__漸__深__靠__鑒__犯__省__嫂__帥__真__秧__孟__楚__蘭__岔__今__匪__汁__持__同__戴__寫__縣__尖__楚__豎__迎__獄__跪__貸__司__懸__僚__環(huán)__鐮__調(diào)__配__爆__蹲__訂__稻__牽__窮__添__會__抬__胖__憤__申__期__獅__脹__臭__配__紗__紫__性__析__瞎__礙__朱__組__玩__佳__垃__葵__密__侍__慢__肯__舒__帥__矩__予__章__良__漠__漲__思__焦__析__姐__翠__安__碌__奏__骨__掩__掠__膏__馬__沸__布__罰__矛__桶__婚__許__育__益__吊__屢__徹__云__熟__往__番__訊__龜__顫__悉__終__婆__友__齒__肝__朽__右__絕__悉__姐__溪__赤__紀__僑__硬__棟__紐__傘__山__沒__徒__代__花__絮__據(jù)__票__可__伴__練__件__慕__桂__粱__夾__享__防__潔__踐__沃__瞇__乏__筋__拜__暖__顫__洞__躺__印__勞__毯__懶__專__塌__慈__槐__痛__趣__驕__嶼__勇__渣__寺__欣__走__張__數(shù)__悼__企__省__女__余__初__尋__獻__州__鈔__遭__旬__泊__憤__利__謹__貪__短__僑__赤__蟻__消__雞__感__赤__喊__乎__罵__素__杏__忌__油__分__炊__季__拋__三__稱__倒__易__堅__范__屋__創(chuàng)__營__仿__易__助__氣__刻__尚__描__射__輪__即__扛__服__削__貍__籌__浩__貫__尋__鹿__悟__敵__柜__搭__葉__啟__陳__族__拜__嚷__班__董__擱__梯__松__登__排__深__模__績__潮__黎__馬__采__企__巷__饒__阻__些__必__昆__鎖__尼__擁__碗__牙__夕__什__燥__暴__延__拆__涼__競__館__戰(zhàn)__起__粱__期__避__翻__川__旱__附__巴__叛__競__頃__鋤__術(shù)__員__砌__以__西__唐__詞__足__碼__曬__奴__焰__能__逮__乓__擊__太__骨__容__貓__鏡__音__綢__超__澤__來__壤__匯__易__袍__殃__光__裙__符__液__奶__把__非__朽__附__研__挑__他__袖__客__廟__杏__與__奇__容__欲__蹦__惑__軍__閥__堡__岸__基__泥__但__撕__嬸__菜__幫__徹__浸__芬__纏__緒__侵__脫__宿__思__某__裳__侮__述__揚__相__釋__促__蜜__槐__勿__蘭__湊__蛛__可__般__盆__秘__醉__半__鉗__窯__乳__騾__練__輩__干__搶__湊__趟__進__圈__童__鴿__樣__你__吸__抱__贊__剖__急__碑__爽__劣__高__碎__認__涌__擠__唐__啄__唯__挎__晉__紅__岡__并__烤__宰__立__鳥__析__購__唐__口__掏__額__雁__查__度__返__址__拉__飽__掀__程__雁__盞__原__叢__解__包__姨__冊__根__抄__劑__景__饒__爪__朝__學__恰__張__岡__收__絹__鋼__崖__芬__稿__蕉__蛋__干__旋__啟__穩(wěn)__憤__往__敏__旦__僻__玉__羽__炕__頁__洗__仍__樸__敏__摘__饅__望__壩__庭__大__胞__吧__蘇__玉__煉__碌__灑__流__社__訴__更__禾__邁__籠__豪__駁__夠__別__伸__靈__話__乏__院__役__伯__巡__國__時__鍵__每__噸__鐮__仗__蛾__勺__鵲__吃__訓__額__枕__位__咱__員__踩__閘__暑__員__炭__靠__晶__興__鞠__進__鈴__錦__庭__記__征__肌__保__弄__暑__死__襖__針__衰__鋸__周__好__觸__討__榨__辰__背__嫁__改__班__容__閱__駛__瞇__絞__午__豐__幅__俘__翁__顛__坐__扶__惕__釘__木__弄__鍋__傘__棵__筋__俱__父__花__霉__公__躁__傅__翼__賤__溉__獲__帆__夠__蓬__留__孫__懸__之__膝__裳__詠__愚__堵__永__礦__困__微__蜻__縫__盤__附__鑰__繭__評__施__狀__翁__泳__恐__工__蜜__伙__偵__紗__田__犧__柳__效__冰__腐__膀__遼__悔__束__司__師__拆__攜__嶺__艙__蠢__蛋__舌__幕__蟲__案__績__湯__儉__毯__過__衰__耳__徒__傳__削__弓__才__膝__啄__愚__像__描__玉__框__巷__則__壞__響__夫__嘆__隆__從__匙__途__外__漿__脅__紋__公__拔__英__逆__蒜__耀__貿(mào)__駱__稍__按__套__偽__注__秩__注__抬__艙__搖__裂__串__相__嶄__歸__瘋__犬__祥__共__因__職__經(jīng)__啊__示__交__澤__耽__臺__羽__饒__渾__摸__曾__疊__槐__快__士__欠__謀__愁__訪__狗__允__雀__爽__撈__斜__途__經(jīng)__派__化__享__緩__奔__覽__陷__旋__轎__扯__伙__保__恩__停__培__壘__鉤__堡__充__構(gòu)__怨__火__古__雙__默__適__伏__必__棗__悄__飽__換__業(yè)__偷__蠟__如__甩__刺__煩__付__她__賭__計__動__傲__蒙__培__費__企__反__易__稼__層__晨__丟__查__盯__拜__軍__鐮__絨__歇__室__遞__茄__辨__忠__沉__免__搬__哭__粥__葡__罵__化__被__狡__紙__孩__全__罰__做__壁__矮__紗__領(lǐng)__怒__珍__川__迅__訂__票__忙__姑__趕__時__豎__盞__練__牧__犬__肌__含__網(wǎng)__鼻__袍__據(jù)__搬__至__仰__涉__診__忙__爬__詳__過__糾__丸__抓__琴__轉(zhuǎn)__朋__樹__舉__千__剃__怨__殃__板__閉__普__偽__鈴__蓋__神__殿__隙__包__意__迷__矩__譽__腔__點__庸__玉__芳__輔__廉__嫌__承__尾__餡__升__訓__損__業(yè)__臺__崗__禽__設(shè)__劉__婚__艘__貍__朋__呼__宜__葉__青__見__憲__紡__聰__賭__枯__稼__濃__浸__伯__尚__啦__羞__印__吊__歪__陡__潮__傳__途__坑__稠__競__麥__昨__啟__咐__棕__口__忽__拘__框__淚__惱__才__埋__繩__忘__乞__皂__好__君__于__韻__巨__冤__眨__式__懼__病__敬__掀__蠢__鐘__鼓__長__邊__平__杠__稀__售__份__游__燙__喬__貪__僑__母__走__煤__包__若__消__遷__皮__軋__賺__屠__冶__啄__它__葉__播__裕__氏__思__摩__森__燙__抓__覽__楚__積__宵__詢__武__偵__鍛__酒__紐__貨__耽__防__副__咽__痛__伙__膛__肝__狡__每__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有__現(xiàn)__謝__脅__螺__讀__駐__對__簡__委__津__盟__調(diào)__各__戀__垂__姜__霞__俘__央__通__受__客__參__滅__李__關(guān)__減__探__吸__主__悉__蹦__導__跑__舟__舅__被__沉__摟__確__協(xié)__月__謹__萬__罵__閘__重__親__等__除__洲__然__意__庫__豪__響__貓__戶__凍__封__抖__郵__竭__飯__穿__味__世__調(diào)__遷__衣__舊__閥__幸__辨__瞞__責__廳__延__協(xié)__獨__躬__瞞__辣__由__依__谷__轉(zhuǎn)__佛__皆__頂__撲__漸__筐__務(wù)__超__叫__凱__饅__向__秤__摧__母__昨__深__高__摘__叢__助__竊__育__鑄__遇__喝__仗__恢__燥__范__即__巡__略__糊__糖__惠__腦__僚__銀__幫__詳__殼__修__籠__道__踩__敲__鴨__價__慧__余__斧__框__贊__現(xiàn)__曠__釘__醉__攀__柏__串__疤__翼__檔__葉__繩__老__冠__獄__庫__詳__義__飛__竿__術(shù)__綁__雁__涂__蛋__輩__何__杰__巴__燃__蔑__爬__潛__尊__狠__秒__未__鳳__察__餡__敲__牲__棒__汽__和__栗__情__軍__漫__墳__籮__問__騎__陡__銹__痛__族__坦__與__旗__守__產(chǎn)__丸__擱__輸__巷__齒__齡__鹿__巷__侮__轟__孫__蔥__分__蛾__脹__迷__醒__綿__脖__挪__庭__本__謀__惠__羨__押__輛__男__翠__耗__放__死__獅__雕__稈__合__策__礦__虎__昨__疲__相__完__域__潛__礎(chǔ)__督__胖__東__描__鋸__炎__右__襲__伐__金__蜜__推__賞__常__壟__憑__疊__雄__區(qū)__血__委__榨__脹__磚__形__搞__全__蛛__吸__驗__茶__檢__臨__躬__天__公__射__瑞__旺__姑__忌__鑼__數(shù)__屠__腦__井__如__瘡__飲__廈__奪__添__迫__型__址__醬__盈__票__澆__醫(yī)__曾__僑__惡__計__成__捉__瞇__翻__護__健__仰__斤__洞__淺__哭__格__剩__騾__任__蓋__乎__蠢__色__獵__痕__翅__含__名__筍__園__談__棚__韻__舅__渣__福__殃__晚__雪__悲__緒__災(zāi)__跡__草__亮__雹__范__拳__租__尊__成__花__咬__限__擴__讀_客務(wù)部樓面經(jīng)理工作程序RD05客務(wù)部樓面經(jīng)理工作程序1.召開班前會2.參加部門會議3.現(xiàn)場巡查、督導4.處理突發(fā)事件5.處理客人投訴做工作記錄客務(wù)部樓面經(jīng)理工作程序RD051.召開班前會步驟/內(nèi)容標準1.檢查儀表儀容著裝整潔、挺括，發(fā)型標準，皮鞋光亮，襪子無抽絲，化好淡裝，不留長指甲。逐個檢查。2.布置當日任務(wù)2.1講解當日任務(wù)項目、標準以及怎樣做，用何種工具、清潔劑。3.培訓3.1學英語或其他，發(fā)音標準，聲音洪亮。3.2講解要點，再對員工進行抽查。4.報夜班提供的夜間進店、離店房號4.1用筆記錄，準確無誤。4.2強調(diào)當日進店的貴賓、團隊和有特殊要求的客人及房號。參加酒店/部門會議客務(wù)部樓面經(jīng)理工作程序RD053.現(xiàn)場督導、巡查客務(wù)部樓面經(jīng)理工作程序RD054.處理突發(fā)事件步驟/內(nèi)容標準1.了解事件發(fā)生的過程1.1聽取匯報。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護酒店正常接待秩序。3.實施解決方案3.1能被賓客接受。3.2維護酒店利益。4.備案4.1事件的跟蹤處理。4.2賓客對處理結(jié)果的信息反饋。4.3部門內(nèi)部的專題培訓。5.處理客人投訴步驟/內(nèi)容標準1.傾聽認真傾聽，保持目光接觸準確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人道歉。1.3詢問客人的姓名和房號。2.解決問題2.1詳細了解情況，做出具體分析。2.2找出解決問題的方法并征詢客人的意見。2.3熱誠幫助客人解決，不能推委拒絕。2.4無論投訴性質(zhì)如何，均不得表現(xiàn)出對客人的不信任。2.5如不能馬上答復(fù)客人，應(yīng)立即請示上級。2.6首先向客人道歉，在道歉的過程中婉言解釋。2.7如有必要，向投訴客人贈送禮品以表示歉意?？蛣?wù)部樓面經(jīng)理工作程序RD05續(xù)表步驟/內(nèi)容標準3.記錄3.1對事情全部過程記錄在案，準確、無遺漏。3.2寫明時間，投訴原因，解決方法。3.3有些記錄要上報大堂副理備案。3.4就此事對員工進行培訓，避免再次發(fā)生。6、與其它崗位相接口的程序：序號程序名接口部門/崗位樓面程序樓面領(lǐng)班、客房中心領(lǐng)班管理隨想：（共5頁）____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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將所有帳單送到前臺收款入帳，由簽受人簽名。樓面領(lǐng)班工作程序RD117.飲料管理步驟/內(nèi)容標準1.核對飲料1.1早、晚班領(lǐng)班上班后須立即核對飲料柜中的飲料。1.2數(shù)量、品種無差錯。2.發(fā)飲料2.1按飲料用量發(fā)給服務(wù)員補充客房小酒吧,無遺漏。2.2將本班次所消耗的飲料數(shù)填在《每日飲料消耗單》上。2.3晚班領(lǐng)班將當日所消耗飲料數(shù)填在《每周飲料消耗單》上。3.核對帳單3.1夜班服務(wù)員從前臺收款處取回當日所有飲料帳單的回單，與早班、晚班填寫的《每日飲料消耗單》核對，確保準確。3.2按樓層分類并逐一訂好。3.3若回回單與“消耗表”不符，需單獨列出，于次日查找原因。3.4次日早上，由領(lǐng)班將前一日飲料消耗登記在“飲料消耗總帳簿”上。4.保管4.1保證樓層酒水柜內(nèi)的數(shù)量與定量相符，無胖聽、過期。4.2每周由領(lǐng)班根據(jù)上周實際用量開出《飲料領(lǐng)用單》，補充樓層酒水。4.3每周由分點經(jīng)理抽查飲料柜，經(jīng)理不定期抽查。4.4每月協(xié)助財務(wù)部倉管人員對倉庫內(nèi)庫存飲料進行盤點。樓面領(lǐng)班工作程序RD118.檢查服務(wù)員工作單步驟/內(nèi)容標準1.欄目填寫用正楷填寫樓層、日期、當班者姓名、清掃員姓名，清晰可辨。2.房間狀況2.1準確填寫樓層狀況（“o”表示住客房，“ooo”表示待修房，“c/o”表示走客房，“v”表示空房）。2.2住客房要寫清床位（床位“A”靠窗臺；床位“B”靠衛(wèi)生間）。2.3填寫貴賓房的接待等級。3.各類進出房的時間3.1打掃房間時間。3.2換茶具時間。3.3洗衣時間（在規(guī)定時間之前報洗衣房）。3.4維修項目及時間（維修項目旁注明急修或普修，修好后再注明OK）。3.5報紙的種類及發(fā)放時間（在種類上打“√”，表示已發(fā)。）3.6結(jié)帳、離店時間（在旁注明收款員姓名）。3.7進店時間（進店時間旁注明人數(shù)）。3.8巡視樓層時間（早班分鐘巡視一次，晚班分鐘巡視一次）。4.住客房情況4.1房內(nèi)如有貴重物品，須填寫清楚房號、物品種類（電器、首飾等）。4.2借用物品（種類及數(shù)量）。4.3特殊要求。4.4飲料消耗品種及補充（補充后在飲料消耗品上打“√”）。4.5遺留何種物品。5.清潔情況5.1服務(wù)員返工后，須在返工項目上打“√”。樓面領(lǐng)班工作程序RD119.交接班步驟/內(nèi)容標準1.為打掃的房間早班因請勿打擾、雙鎖或客人不需要打掃的房間，房號無遺漏。2.物品的借用和出租情況2.1房號、借用或出租物品、使用時間。2.2房號及物品無遺漏。3.重要客人情況3.1貴賓房、病人、殘疾客人、特殊要求的客人。3.2房號、內(nèi)容填寫清楚。4.客房維修情況4.1準確記錄正在維修或需要維修的房號、內(nèi)容。5.飲料消耗情況5.1將飲料補充單與飲料柜內(nèi)飲料交于晚班。5.2品種、數(shù)量齊全。6.團隊進店準備情況6.1將團號、放報紙等準備情況交接清楚。10、與其它崗位相接口的程序：序號程序名接口部門/崗位1、清潔程序清潔員2、服務(wù)程序服務(wù)員管理隨想：（共5頁）______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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