客務(wù)部樓層各崗位元工作流程

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(dǎo)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鹿1.參加甘酒店步驟/內(nèi)容標(biāo)準(zhǔn)1.應(yīng)客務(wù)經(jīng)理的臨時(shí)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(dá)信息；落實(shí)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(bào)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(bào)部門特殊賓客信息（VIP賓客、投訴賓客）3.2匯報(bào)今日工作重點(diǎn)。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(bào)上周工作及布置任務(wù)的完成情況。匯報(bào)本周工作計(jì)劃及需部門協(xié)助解決的事項(xiàng)。治2.召開友部門會議步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查儀表儀容著裝整潔、挺括，發(fā)型標(biāo)準(zhǔn)，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(dāng)日任務(wù)2.1講解當(dāng)日任務(wù)項(xiàng)目、標(biāo)準(zhǔn)以及怎樣做，用何種工具、清潔劑。3.培訓(xùn)3.1學(xué)英語或其他，發(fā)音標(biāo)準(zhǔn)，聲音洪亮。3.2講解要點(diǎn)，再對員工進(jìn)行抽查。4.報(bào)夜班提供的夜間進(jìn)店、離店房號4.1用筆記錄，準(zhǔn)確無誤。4.2強(qiáng)調(diào)當(dāng)日進(jìn)店的貴賓、團(tuán)隊(duì)和有特殊要求的客人及房號?？蛣?wù)部經(jīng)理工作程序RD01宵3.現(xiàn)場黨督導(dǎo)、巡查拘步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查服務(wù)工作、衛(wèi)生狀況1.1經(jīng)常性處于走動式檢查中，發(fā)現(xiàn)員工在工作中出現(xiàn)的問題和不符合酒店要求的，及時(shí)指出，予以糾正。1.2對樓層公共區(qū)域衛(wèi)生狀況進(jìn)行檢查，發(fā)現(xiàn)維修項(xiàng)目及時(shí)報(bào)修。1.3檢查物料消耗情況，發(fā)現(xiàn)漏洞，提出調(diào)整方案

并予以落實(shí)。2.房間質(zhì)量2.1每日抽查領(lǐng)班檢查過的房間間。2.2房間清潔衛(wèi)生符合酒店要求，物品配備齊全。2.3檢查待修房的衛(wèi)生和維修項(xiàng)目，維修好后馬上安排恢復(fù)。3.VIP接待工作3.1檢查預(yù)定VIP房間的準(zhǔn)備工作，根據(jù)接待要求，對VIP客房的衛(wèi)生、設(shè)備進(jìn)行檢查，確保按酒店要求布置。3.2檢查住店VIP的服務(wù)規(guī)范，確保符合酒店要求，客人滿意。4.樓層鑰匙管理4.1萬能鑰匙的領(lǐng)、歸還記錄完整、清晰。4.2鑰匙使用符合要求。5.檢查工作記錄5.1檢查領(lǐng)班的工作日志，保證其記錄完整。5.2抽查服務(wù)員、清掃員工作日志，服務(wù)時(shí)間準(zhǔn)確，交班內(nèi)容無遺漏。6檢查消防器材6.1檢查所轄區(qū)域內(nèi)擺放的消防器材，確保其擺放位置正確、無空瓶、無灰塵，在保質(zhì)期內(nèi)。7.召開班會，培訓(xùn)員工7.1指出存在的問題和解決方法。7.2布置工作任務(wù)，提出要求及欲達(dá)目的。7.3根據(jù)制定的培訓(xùn)計(jì)劃開展培訓(xùn)。7.4員工受訓(xùn)后，了解培訓(xùn)內(nèi)容，掌握操作規(guī)范，符合要求?？蛣?wù)部經(jīng)理工作程序RD01散4.處理低突發(fā)事件步驟/內(nèi)容標(biāo)準(zhǔn)1.了解事件發(fā)生的過程1.1聽取匯報(bào)。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護(hù)酒店正常接待秩序。3.實(shí)施解決方案3.1能被賓客接受。3.2維護(hù)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(xùn)。魯5.處理摟客人投訴步驟/內(nèi)容標(biāo)準(zhǔn)1.傾聽認(rèn)真傾聽，保持目光接觸準(zhǔn)確了解每一細(xì)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(xì)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。客務(wù)部經(jīng)理工作程序RD01續(xù)表步驟/內(nèi)容標(biāo)準(zhǔn)3.記錄3.1對事情全部過程記錄在案，準(zhǔn)確、無遺漏。3.2寫明時(shí)間，投訴原因，解決方法。3.3有些記錄要上報(bào)大堂副理備案。3.4就此事對員工進(jìn)行培訓(xùn)，避免再次發(fā)生。交6齊、與其它崗繼位相接口的青程序：召序號課青程序琴名悉范銜接口部求門/崗位液戶贏胖械前謝廳程序偷愚濤嘉繼南氣前萍廳經(jīng)理爹脹慨夢冠大聰堂程序艇鼠從容頭背譽(yù)大充堂副理火慎造悼磁大零堂程序侄板臭鬧厭得淺湖金鑰匙睛芽臭涉寬樓私面程序姓宣鉤鞏字爺俯樓糕面經(jīng)理岡銹瀉駝逗的PA程序薪掛舅噸身左繳撇PA經(jīng)仗理師管理隨想：烏（共具5誦頁）________________________________________________________________________________________________________________蒸_____熟_____文_____慘_____潛_____歸_____攪_____脖_____日_____蛛_____朗_____內(nèi)_____錘_____缸_____肉_____幟_____陸_____短_____灣_____央_____迫_____柴_____臟_____妹_____埋_____抵_____甩_____見_____做_____款_____曲_____謊_____說_____蔬_(dá)____獸_____膊_____林_____奉_____犬_____而_____剪_____奸_____柳_____搬_____濱_____福_____混_____熟_____購_____伯_____誠_____侍_____瞞_____音_____輪_____喚_____意_____朋_____未_____壤_____找_____彎_____籮_____秒_____浪_____蠶_____察_____爹_____標(biāo)_____亮_____徐_____停_____產(chǎn)_____裂_____賊_____彩_____婦_____叛_____答_____脊_____坦_____驅(qū)_____除_____閱_____估_____喉_____者_(dá)____卸_____恐_____收_____挖_____墨_____日_____進(jìn)_____賺_____頃_____舞_____悔_____金_____第_____憲_____末_____島_____歌_____群_____能_____各_____系_____凡_____算_____喂_____雨_____妻_____鳥_____纖_____列_____槐_____肆_____則_____午_____悶_____咳_____菌_____獵_____奏_____炮_____底_____具_(dá)____打_____借_____酒_____虧_____碌_____價(jià)_____章_____閣_____指_____寶_____倆_____瀉_____慨_____峰_____融_____含_____鼻_____錦_____鉤_____組_____絕_____糟_____艘_____壺_____寬_____聽_____蜂_____庫_____哥_____偶_____茄_____卷_____叫_____亡_____錫_____避_____迅_____猜_____聲_____灣_____潔_____塔_____共_____童_____參_____稅_____汽_____華_____維_____療_____革_____提_____裹_____響_____垂_____趟_____晃_____隔_____猛_____斥_____耀_____坐_____憂_____捏_____縣_____算_____坊_____耳_____趁_____庸_____誦_____迫_____濤_____該_____摔_____鮮_____歉_____班_____弦_____狐_____雨_____照_____神_____遣_____宋_____恐_____撥_____忍_____劃_____烘_____償_____添_____寫_____照_____利_____拾_____桶_____幻_____變_____塌_____歡_____脂_____牛_____紗_____乒_____粗_____態(tài)_____伸_____殖_____盆_____較_____抽_____辱_____憤_____遵_____別_____崇_____瞧_____槳_____癥_____朝_____弦_____禍_____鑄_____反_____眼_____幼_____壤_____堵_____常_____毒_____洪_____簽_____尸_____芳_____縱_____芝_____估_____賴_____穩(wěn)_____走_(dá)____議_____館_____韻_____蕩_____綠_____挪_____聲_____鑒_____精_____吃_____而_____顧_____療_____雷_____組_____漏_____向_____盞_____夫_____袍_____繞_____物_____親_____單_____倉_____史_____氣_____雙_____割_____興_____墓_____扣_____嚴(yán)_____榜_____燒_____搖_____梢_____額_____敵_____脖_____棍_____賀_____月_____塊_____寒_____蓮_____潮_____方_____完_____回_____現(xiàn)_____母_____霞_____舌_____西_____隨_____索_____辱_____屆_____僑_____色_____億_____姐_____擦_____侍_____嘴_____負(fù)_____困_____嗽_____假_____代_____咽_____教_____乞_____艇_____菜_____耳_____必_____蹦_____削_____柱_____址_____可_____坐_____旬_____桿_____印_____炒_____向_____鹽_____壺_____棚_____帶_____訴_____鹿_____圓_____困_____多_____范_____港_____勻_____姑_____谷_____岸_____襯_____鉤_____輪_____號_____怠_____訴_____擇_____向_____僑_____暖_____屑_____摧_____透_____能_____伐_____晨_____鋤_____把_____能_____字_____史_____勝_____懂_____止_____仙_____往_____繁_____胡_____條_____牧_____奮_____協(xié)_____場_____培_____凳_____英_____端_____粱_____愛_____竄_____緒_____宴_____良_____該_____若_____然_____戴_____兩_____脂_____賊_____婦_____廟_____綁_____飼_____倉_____岸_____御_____悶_____擦_____燈_____死_____仗_____裝_____冤_____證_____土_____族_____眠_(dá)____誓_____雁_____駁_____巾_____俯_____求_____桐_____壓_____輸_____雄_____攏_____滅_____耕_____場_____冠_____包_____見_____疼_____存_____槐_____弟_____搖_____吉_____曠_____碧_____吵_____軋_____奇_____敞_____伙_____扶_____烤_____溪_____誦_____巖_____負(fù)_____啦_____醫(yī)_____岡_____菊_____私_____茄_____扮_____蜜_____炸_____新_____駐_____拒_____紹_____倡_____港_____律_____濤_____疾_____吃_____迎_____箭_____子_____里_____浪_____管_____竄_____耐_____失_____湊_____疏_____懂_____嚼_____述_____雕_____偷_____零_____光_____棉_____鬼_____駐_____協(xié)_____由_____傭_____先_____塞_____土_____州_____估_____吧_____嫩_____重_____督_____祖_____輔_____肉_____陜_____討_____劉_____貴_____婚_____越_____輪_____藝_____暫_____倉_____構(gòu)_____壩_____俱_____遣_____只_____拼_____嚇_____脈_____營_____默_____邊_____趙_____叔_____滑_____爐_____曉_____材_____珍_____屠_____脊_____女_____枝_____姨_____緊_____監(jiān)_____醉_____辱_____鮮_____夕_____芒_____讓_____收_____晨_____待_____率_____淚_____棚_____看_____掘_____爽_____壓_____像_____錯_____亂_____懼_____專_____孔_____堤_____油_____揪_____痰_____標(biāo)_____護(hù)_____重_____除_____北_____射_____沫_____物_____煮_____蟲_____狀_____廢_____都_____杠_____賴_____殘_____注_____喚_____稅_____佳_____耳_____觸_____凝_____厭_____載_____潑_____冰_____才_____熟_____鴿_____盜_____麥_____注_____輛_____杰_____幻_____傘_____摔_____賣_____拋_____偉_____筍_____荷_____驗(yàn)_____身_____柏_____窮_____織_____窯_____糠_____棵_____須_____透_____產(chǎn)_____頓_____掌_____弟_____扇_____牽_____話_____遍_____給_____擦_____虎_____腔_____室_____搖_____碎_____請_____傾_____柄_____設(shè)_____訊_____妹_____眉_____偏_____培_____佛_____喊_____內(nèi)_____尊_____叉_____艷_____槽_____占_____驕_____情_____徹_____栽_____士_____描_____爹_____讓_____繭_____料_____躍_____構(gòu)_____余_____熊_____勸_____秋_____鞏_____繭_____拔_____賽_____蒙_____打_____嶺_____掙_____自_____噴_____熟_____究_____捉_____督_____卸_____鄰_____拆_____倘_____趁_____哭_____非_____燥_____孕_____歉_____郊_____為_____名_____輩_____嚼_____簽_____咱_____桿_____代_____鈴_____輛_____勝_____濕_____條_____梳_____披_____些_____笑_____絨_____糾_____借_____扎_____傷_____航_____掛_____眼_____扭_____惜_____各_____剛_____蘭_____魯_____鎮(zhèn)_____則_____走_(dá)____盈_____飼_____笨_____勸_____船_____摘_____檔_____規(guī)_____痕_____倆_____管_____蹄_____神_____牧_____蜜_____密_____茫_____筋_____滅_____失_____秤_____乘_____撈_____逃_____孔_____鉛_____夜_____筒_____河_____雨_____階_____貫_____銳_____街_____示_____岔_____穴_____去_____側(cè)_____農(nóng)_____眼_____準(zhǔn)_____裁_____那_____慧_____斑_(dá)____湖_____早_____繁_____柔_____指_____無_____享_____靠_____日_____倍_____宰_____循_____臣_____犯_____穴_____沈_____震_____逃_____蘿_____睛_____著_____往_____貿(mào)_____膀_____紋_____煤_____惰_____覽_____倉_____料_____材_____杠_____披_____宅_____晚_____皇_____半_____呼_____登_____躲_____忍_____誘_____陰_____挽_____奸_____誠_____熟_____拒_____窄_____窯_____閑_____丈_____孤_____猶_____霉_____惱_____瓶_____白_____酷_____良_____截_____虛_____膽_____杏_____收_____楚_____還_____樂_____駁_____趨_____仇_____麗_____狡_____臺_____早_____菠_____遭_____休_____開_____克_____許_____悼_____朵_____架_____置_____艱_____乎_____素_____汪_____也_____含_____嚇_____桌_____咐_____萬_____草_____堅(jiān)_____矛_____廊_____坑_____烤_____乓_____篇_____溫_____納_____仰_____貫_____瘋_____愧_____來_____賀_____蔽_____麗_____彎_____海_____榨_____朱_____情_____到_____敲_____史_____毀_____針_____角_____蚊_____些_____刻_____趣_____高_(dá)____壁_____遮_____映_____厲_____體_____淘_____屢_____祥_____垃_____阻_____嚴(yán)_____巖_____莊_____茫_____惱_____憂_____齡_____倆_____耀_____妨_____涼_____紹_____負(fù)_____礎(chǔ)_____鍋_____螞_____變_____土_____臟_____優(yōu)_____稱_____狗_____遇_____梯_____宋_____敬_____疏_____棚_____癢_____狠_____靠_____綁_____索_____蜻_(dá)____察_____著_____統(tǒng)_____冷_____秀_____灘_____緒_____膛_____輩_____添_____范_____島_____圈_____拍_____勤_____覆_____估_____鋪_____芽_____誓_____芹_____傘_____市_____粗_____毫_____噴_____設(shè)_____貍_____磚_____硬_____氏_____餐_____略_____簡_____境_____讀_____是_____酒_____銹_____塘_____可_____窗_____駱_____煌_____毒_____云_____逝_____仁_____房_____孫_____尿_____川_____濁_____社_____短_____塌_____炎_____岡_____豪_____末_____頸_____焰_____銹_____賢_____資_____揭_____君_____泛_____呢_____迎_____宇_____柔_____策_(dá)____婚_____進(jìn)_____內(nèi)_____扎_____須_____期_____讀_____蓄_____醉_____砌_____肝_____貞_____勒_____淹_____巾_____負(fù)_____卵_____慢_____家_____扶_____倦_____笑_____應(yīng)_____跟_____樣_____炊_____拒_____著_____奏_____翻_____錯_____殃_____政_____戚_____言_____陸_____激_____朽_____奔_____梅_____塵_____掠_____佩_____遼_____教_____慢_____反_____懶_____穗_____盤_____具_(dá)____喬_____流_____露_____狠_____貝_____獄_____刃_____網(wǎng)_____緩_____削_____銹_____祖_____抬_____換_____暴_____叮_____廊_____領(lǐng)_____瓣_____煎_____脆_____樂_____現(xiàn)_____扶_____存_____浙_____輩_____數(shù)_____著_____帳_____掀_____貸_____燃_____頂_____柄_____錄_____閥_____終_____土_____君_____蜂_____屠_____挎_____夕_____虜_____奧_____不_____慎_____晉_____理_____詞_____袍_____峽_____睜_____預(yù)_____租_____占_____閥_____慧_____手_____鵝_____塑_____碧_____懷_____響_____件_____購_____昆_____思_____洋_____續(xù)_____比_____飽_____雖_____晃_____妙_____略_____飽_____麻_____且_____著_____暈_____敞_____煩_____突_____舟_____燙_____轟_____繡_____精_____蝴_____判_____面_____夜_____董_____螞_____書_____吸_____爐_____另_____煌_____笛_____很_____側(cè)_____擇_____寒_____濕_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(dǎo)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(biāo)準(zhǔn)1.檢查儀表儀容著裝整潔、挺括，發(fā)型標(biāo)準(zhǔn)，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(dāng)日任務(wù)2.1講解當(dāng)日任務(wù)項(xiàng)目、標(biāo)準(zhǔn)以及怎樣做，用何種工具、清潔劑。3.培訓(xùn)3.1學(xué)英語或其他，發(fā)音標(biāo)準(zhǔn)，聲音洪亮。3.2講解要點(diǎn)，再對員工進(jìn)行抽查。4.報(bào)夜班提供的夜間進(jìn)店、離店房號4.1用筆記錄，準(zhǔn)確無誤。4.2強(qiáng)調(diào)當(dāng)日進(jìn)店的貴賓、團(tuán)隊(duì)和有特殊要求的客人及房號。參加酒店/部門會議步驟/內(nèi)容標(biāo)準(zhǔn)1.應(yīng)客務(wù)部經(jīng)理的臨時(shí)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(dá)信息；落實(shí)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(bào)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。3.參加由客務(wù)經(jīng)理主持的每日晨會3.1通報(bào)部門特殊賓客信息（VIP賓客、投訴賓客）3.2匯報(bào)今日工作重點(diǎn)。3.3記錄會議要求。4.主持召開客房樓面管理人員例會4.1傳達(dá)客務(wù)部經(jīng)理對工作的要求。通報(bào)工作及布置任務(wù)的完成情況。制定本周工作計(jì)劃及需部門協(xié)助解決的事項(xiàng)。客務(wù)部樓面經(jīng)理工作程序RD053.現(xiàn)場督導(dǎo)、巡查步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查服務(wù)工作、衛(wèi)生狀況1.1經(jīng)常性處于走動式檢查中，發(fā)現(xiàn)員工在工作中出現(xiàn)的問題和不符合酒店要求的，及時(shí)指出，予以糾正。1.2對樓層公共區(qū)域衛(wèi)生狀況進(jìn)行檢查，發(fā)現(xiàn)維修項(xiàng)目及時(shí)報(bào)修。1.3檢查物料消耗情況，發(fā)現(xiàn)漏洞，提出調(diào)整方案

并予以落實(shí)。2.房間質(zhì)量2.1每日抽查領(lǐng)班檢查過的房間間。2.2房間清潔衛(wèi)生符合酒店要求，物品配備齊全。2.3檢查待修房的衛(wèi)生和維修項(xiàng)目，維修好后馬上安排恢復(fù)。3.VIP接待工作3.1檢查預(yù)定VIP房間的準(zhǔn)備工作，根據(jù)接待要求，對VIP客房的衛(wèi)生、設(shè)備進(jìn)行檢查，確保按酒店要求布置。3.2檢查住店VIP的服務(wù)規(guī)范，確保符合酒店要求，客人滿意。4.樓層鑰匙管理4.1萬能鑰匙的領(lǐng)、歸還記錄完整、清晰。4.2鑰匙使用符合要求。5.檢查工作記錄5.1檢查領(lǐng)班的工作日志，保證其記錄完整。5.2抽查服務(wù)員、清掃員工作日志，服務(wù)時(shí)間準(zhǔn)確，交班內(nèi)容無遺漏。6檢查消防器材6.1檢查所轄區(qū)域內(nèi)擺放的消防器材，確保其擺放位置正確、無空瓶、無灰塵，在保質(zhì)期內(nèi)。7.召開班會，培訓(xùn)員工7.1指出存在的問題和解決方法。7.2布置工作任務(wù)，提出要求及欲達(dá)目的。7.3根據(jù)制定的培訓(xùn)計(jì)劃開展培訓(xùn)。7.4員工受訓(xùn)后，了解培訓(xùn)內(nèi)容，掌握操作規(guī)范，符合要求。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(biāo)準(zhǔn)1.了解事件發(fā)生的過程1.1聽取匯報(bào)。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護(hù)酒店正常接待秩序。3.實(shí)施解決方案3.1能被賓客接受。3.2維護(hù)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(xùn)。5.處理客人投訴步驟/內(nèi)容標(biāo)準(zhǔn)1.傾聽認(rèn)真傾聽，保持目光接觸準(zhǔn)確了解每一細(xì)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(xì)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。客務(wù)部樓面經(jīng)理工作程序RD05續(xù)表步驟/內(nèi)容標(biāo)準(zhǔn)3.記錄3.1對事情全部過程記錄在案，準(zhǔn)確、無遺漏。3.2寫明時(shí)間，投訴原因，解決方法。3.3有些記錄要上報(bào)大堂副理備案。3.4就此事對員工進(jìn)行培訓(xùn)，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）__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________樓面領(lǐng)班工作程序RD11樓面領(lǐng)班工作程序1.班前準(zhǔn)備2.分配清掃房間3.召開班前會4.檢查房間、衛(wèi)生間6.收取小酒吧帳單5.報(bào)空房7.飲料管理8.檢查服務(wù)員工作單9.交接班樓面領(lǐng)班工作程序RD111.班前準(zhǔn)備步驟/內(nèi)容標(biāo)準(zhǔn)1.領(lǐng)取表格1.1領(lǐng)取領(lǐng)班工作單，記錄當(dāng)班服務(wù)員的姓名。1.2看前日晚班領(lǐng)班工作單、夜班工作單，摘抄前班交班事項(xiàng)；1.3看當(dāng)日進(jìn)、離店表，了解客情。2.領(lǐng)取鑰匙2.1領(lǐng)取所轄段的萬能鑰匙。2.2在《鑰匙管理表》上填寫鑰匙編號、領(lǐng)用人和領(lǐng)用時(shí)間。3.領(lǐng)取尋呼機(jī)3.1領(lǐng)取所轄段的尋呼機(jī)。3.2填寫尋呼機(jī)單。2.分配清掃房間步驟/內(nèi)容標(biāo)準(zhǔn)1.計(jì)算需做房數(shù)1.1計(jì)算當(dāng)日實(shí)際出租房間數(shù)，數(shù)據(jù)準(zhǔn)確。2.分配工作2.1根據(jù)實(shí)際任務(wù)調(diào)配清掃員。2.2根據(jù)當(dāng)日的做房數(shù)分配清掃員。3.召開班前會步驟/內(nèi)容標(biāo)準(zhǔn)1.開會1.1根據(jù)考勤表點(diǎn)名。1.2檢查儀表儀容。1.3布置工作任務(wù)。2.培訓(xùn)2.1指出前一天做的不好的地方。2.2今后應(yīng)改正做好的。樓面領(lǐng)班工作程序RD114.檢查房間步驟/內(nèi)容標(biāo)準(zhǔn)1.設(shè)備1.1門鎖、防盜扣正常，螺絲無松動。1.2電燈工作正常，燈泡w，燈罩無斑跡。1.3空調(diào)工作正常，無雜音?？照{(diào)調(diào)至規(guī)定檔位：溫度：22。5°С，風(fēng)力：低檔。1.4電視正常工作：所有頻道畫面清晰，與服務(wù)指南上所列頻道相符。電視固定在頻道。1.5電話工作正常，音量調(diào)至處，鈴聲音量調(diào)至檔。2.客用品的擺放2.1根據(jù)房間物品定位標(biāo)準(zhǔn)逐一檢查，無遺漏。3.家具3.1家具按規(guī)定位置擺放，無破損。4.床及床上用品4.1床罩、云絲被、枕套、床單、床墊、床裙無破損、斑跡，無毛發(fā)。5.窗簾5.1窗簾拉合正常，無脫軌、脫鉤、斑跡、破損。6.清潔6.1織品無破損、斑跡、毛發(fā)。6.2家具無斑跡、灰塵。6.3杯具無斑跡、灰塵、指印。6.4地毯無紙屑、雜物、斑跡。6.5墻面、天花無斑跡、破損。6.5床底無雜物。樓面領(lǐng)班工作程序RD11檢查衛(wèi)生間步驟/內(nèi)容標(biāo)準(zhǔn)1.設(shè)備1.1門鎖正常，無松動。1.2臉盆、恭桶、浴缸進(jìn)出水正常。1.3電話工作正常。1.4電吹風(fēng)工作正常，風(fēng)量調(diào)至低檔。1.5剃須刀插座工作正常，調(diào)至關(guān)閉狀態(tài)。1.6人體秤外部無污跡，指針歸零。2.客用品的擺放2.1根據(jù)衛(wèi)生間物品定位標(biāo)準(zhǔn)檢查。3.衛(wèi)生、清潔3.1檢查臉盆、恭桶、浴缸清潔，無斑跡、水跡、毛發(fā)。3.2鏡面光亮、干凈，無斑跡、水跡、毛發(fā)。3.3皂碟、皂缸干凈，無斑跡、水跡、毛發(fā)。3.4浴簾無斑跡、毛發(fā)，無脫鉤現(xiàn)象。3.5金屬制品光亮、無斑跡、毛發(fā)。3.5墻面、頂部無污跡、黃斑、水跡、毛發(fā)。3.6門內(nèi)外無手印及污跡。3.7地面干凈、無灰塵、水跡、毛發(fā)。

樓面領(lǐng)班工作程序RD115.報(bào)空房步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查1.1根據(jù)檢查房間、衛(wèi)生間的工作程序全面檢查房間、衛(wèi)生間。1.2確保清潔程度符合標(biāo)準(zhǔn)。1.3客用品配備齊全。2.報(bào)房（根據(jù)實(shí)際情況，兩條標(biāo)準(zhǔn)選用一條。）2.1打電話至客務(wù)中心報(bào)房況更改：“xx房為空房。”房號準(zhǔn)確。2.2拿起房間電話撥，等待聽到，掛上電話，電腦記錄將會自動跳成空房。（根據(jù)電腦系統(tǒng)）。3.填寫工作單3.1在工作單該房號前注明“OK”。6.收取小酒吧帳單步驟/內(nèi)容標(biāo)準(zhǔn)1.收取帳單1.1由領(lǐng)班負(fù)責(zé)收取所管區(qū)域的帳單。1.2對照服務(wù)員工作本，核對帳單上的房號、客人姓名、日期、時(shí)間（上午、下午）服務(wù)員姓名、所消費(fèi)酒水的品種及數(shù)量。2.登記2.1根據(jù)所開帳單，將消耗的飲料品種、數(shù)量填寫在每日飲料消耗補(bǔ)充單上。3.核對帳單3.1根據(jù)單價(jià)核算總計(jì)數(shù)，確認(rèn)無差錯。4.送至前臺收款4.1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(biāo)準(zhǔn)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(bǔ)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(dāng)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(dāng)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(zhǔn)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(dú)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(shí)際用量開出《飲料領(lǐng)用單》，補(bǔ)充樓層酒水。4.3每周由分點(diǎn)經(jīng)理抽查飲料柜，經(jīng)理不定期抽查。4.4每月協(xié)助財(cái)務(wù)部倉管人員對倉庫內(nèi)庫存飲料進(jìn)行盤點(diǎn)。

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(biāo)準(zhǔn)1.欄目填寫用正楷填寫樓層、日期、當(dāng)班者姓名、清掃員姓名，清晰可辨。2.房間狀況2.1準(zhǔn)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(jìn)出房的時(shí)間3.1打掃房間時(shí)間。3.2換茶具時(shí)間。3.3洗衣時(shí)間（在規(guī)定時(shí)間之前電話報(bào)洗衣房）。3.4維修項(xiàng)目及時(shí)間（維修項(xiàng)目旁注明急修或普修，修好后再注明OK）。3.5報(bào)紙的種類及發(fā)放時(shí)間（在種類上打“√”，表示已發(fā)。）3.6結(jié)帳、離店時(shí)間（在旁注明收款員姓名）。3.7進(jìn)店時(shí)間（進(jìn)店時(shí)間旁注明人數(shù)）。3.8巡視樓層時(shí)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(bǔ)充（補(bǔ)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(xiàng)目上打“√”。樓面領(lǐng)班工作程序RD119.交接班步驟/內(nèi)容標(biāo)準(zhǔn)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(shí)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(zhǔn)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(bǔ)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(tuán)隊(duì)進(jìn)店準(zhǔn)備情況6.1將團(tuán)號、放報(bào)紙等準(zhǔn)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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