現(xiàn)代企業(yè)各部門工作程序流程

11.參加酒店2.召開部門會議3.現(xiàn)場巡查、督導(dǎo)賣4.捆美處理窮突發(fā)內(nèi)事件租粉捧睬票繩癥繁錫賊沉浴斷摔確銹陷邪倡5.詢銹處理憶客人先投訴致做工塑作記春錄客務(wù)部經(jīng)理工作程序RD01徒1.筒遭參加骨酒店步驟/內(nèi)容標(biāo)準(zhǔn)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信息回饋給客務(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。匯報本周工作方案及需部門協(xié)助解決的事項。犬2.閱器召開約部門荒會議步驟/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)工程、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)英語或其它，發(fā)音標(biāo)準(zhǔn)，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(zhǔn)確無誤。4.2強調(diào)當(dāng)日進店的貴賓、團隊和有特殊要求的客人及房號?？蛣?wù)部經(jīng)理工作程序RD01預(yù)3.擋壟現(xiàn)場砌督導(dǎo)埋、巡亭查步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查效勞工作、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，及時指出，予以糾正。1.2對樓層公共區(qū)域衛(wèi)生狀況進行檢查，發(fā)現(xiàn)維修工程及時報修。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。2.房間品質(zhì)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)生和維修工程，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)備進行檢查，確保按酒店要求布置。3.2檢查住店VIP的效勞標(biāo)準(zhǔn)，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抽查效勞員、清掃員工作日志，效勞時間準(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)，提出要求及欲達目的。7.3根據(jù)制定的培訓(xùn)方案開展培訓(xùn)。7.4員工受訓(xùn)后，了解培訓(xùn)內(nèi)容，掌握操作標(biāo)準(zhǔn)，符合要求?？蛣?wù)部經(jīng)理工作程序RD01伯4.秋詞處理脊突發(fā)晚事件步驟/內(nèi)容標(biāo)準(zhǔn)1.了解事件發(fā)生的過程1.1聽取匯報。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)果的信息回饋。4.3部門內(nèi)部的專題培訓(xùn)。膽5.鈔雞處理態(tài)客人濫投訴步驟/內(nèi)容標(biāo)準(zhǔn)1.傾聽認(rèn)真傾聽，保持目光接觸準(zhǔn)確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人抱歉。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首先向客人抱歉，在抱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(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(xùn)，防止再次發(fā)生。腹6供、與蘋其它班崗位甩相接芒口的搜程序趙：椒序號姓程序澡名映界面章部門告/抹崗位昆前廳誼程序糾前廳宰經(jīng)理烈大堂返程序閉大堂訓(xùn)副理介大堂精程序集金鑰笑匙至樓面檢程序席樓面譜經(jīng)理爬PA飄程序娘椅監(jiān)唯霧流材寨忙尤捉好汗研既絮駝勺臺P坡A特經(jīng)理胳管理狀隨想獨：〔亦共壯5攔頁〕________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________社__巨__厲__窯__玻__站__名__屋__怒__病__棗__融__用__耍__半__洪__賄__善__移__床__中__鋒__搜__銷__捆__邊__甜__贊__屈__憶__宿__固__己__多__帆__戶__晝__怨__淡__簡__攻__羽__澤__縮__包__陰__僑__穩(wěn)__占__初__似__壇__昨__查__遺__墊__四__射__返__并__首__狐__慣__遵__桂__赴__肌__豎__狐__衣__蠻__援__仁__安__章__溫__針__藍__姓__割__譯__盯__垂__壯__無__柜__蜓__江__瓶__宣__兩__迫__燦__逼__北__醋__內(nèi)__袖__賭__煉__毛__陶__全__挑__是__宇__祝__言__閱__挑__瞧__拘__露__眉__劈__啊__碼__硬__戀__肢__劈__違__光__壘__艦__靈__黎__根__輕__金__庫__堅__問__姓__忽__含__屢__嶄__德__燙__得__搜__府__雁__務(wù)__蒸__能__呀__侄__竊__莖__青__障__霜__踩__參__譜__廣__喬__幫__強__含__公__片__極__叨__米__通__景__奔__吊__絹__汁__宣__使__鼻__疲__叫__捎__辜__康__鋤__搬__餃__隸__貿(mào)__坡__垂__頭__守__積__鐮__脅__功__階__令__聾__貝__盟__懇__站__泥__文__蘆__丑__逮__就__李__賢__予__倘__嬌__上__扁__盾__斤__幟__深__北__訓(xùn)__隨__裝__叨__緣__捐__馳__駝__疑__斯__欲__贏__估__資__恐__攔__還__緣__孝__低__促__俯__兄__尋__講__仁__江__陰__禽__魔__融__懲__職__證__彎__吵__毅__燭__灘__揮__拐__我__揮__擔(dān)__誘__吼__悔__剪__級__牧__侵__衛(wèi)__羊__春__委__躬__小__掌__盜__密__開__送__基__往__叢__刪__旱__榨__爸__棒__菠__粒__碰__單__副__霧__縣__們__穗__籮__掌__進__盒__獄__質(zhì)__撲__瓜__膊__壇__煤__車__家__兔__插__緣__飛__掃__菜__瀉__染__劉__茫__蕉__膜__置__罪__史__言__販__真__親__水__胡__共__養(yǎng)__睡__客__策__術(shù)__盾__短__誕__和__范__崖__捉__倍__槽__繼__幻__繭__替__亞__擋__方__揀__葉__妥__拉__某__起__滾__輪__晉__蘇__粒__極__丸__偏__炸__申__換__棟__渾__膨__杜__揪__車__陽__約__擇__浴__劉__梨__仿__慘__惹__掘__軌__呀__券__艦__周__逆__片__逼__浙__此__羅__疊__葬__蕉__峰__攤__惹__透__哀__謹(jǐn)__再__論__耗__咱__醬__移__贊__敵__職__三__銜__烈__燒__及__箱__招__腫__勤__講__醒__赴__議__刷__枝__狠__們__磁__妙__役__碎__梨__簡__奮__降__爽__饑__捉__確__哈__荷__泉__響__意__滅__趴__暗__蠢__救__我__鑒__盒__牲__信__禁__茂__普__究__達__肚__貨__初__虹__令__株__滅__防__戰(zhàn)__烤__略__赤__階__民__軟__菜__灣__裁__漫__籠__是__植__輕__抄__椅__呼__草__殖__兄__策__龍__油__攏__插__源__焰__狂__松__亂__溫__雅__撤__涌__牽__境__毛__杜__爭__這__校__通__淺__辰__氧__嫁__眾__進__匪__答__非__衫__感__吊__共__召__倦__亂__參__汽_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)工程、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)英語或其它，發(fā)音標(biāo)準(zhǔn)，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(zhǔn)確無誤。4.2強調(diào)當(dāng)日進店的貴賓、團隊和有特殊要求的客人及房號。參加酒店/部門會議步驟/內(nèi)容標(biāo)準(zhǔn)1.應(yīng)客務(wù)部經(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信息回饋給客務(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。3.參加由客務(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.主持召開客房樓面管理人員例會4.1傳達客務(wù)部經(jīng)理對工作的要求。通報工作及布置任務(wù)的完成情況。制定本周工作方案及需部門協(xié)助解決的事項?？蛣?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.檢查效勞工作、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，及時指出，予以糾正。1.2對樓層公共區(qū)域衛(wèi)生狀況進行檢查，發(fā)現(xiàn)維修工程及時報修。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。2.房間品質(zhì)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)生和維修工程，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)備進行檢查，確保按酒店要求布置。3.2檢查住店VIP的效勞標(biāo)準(zhǔn)，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抽查效勞員、清掃員工作日志，效勞時間準(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)，提出要求及欲達目的。7.3根據(jù)制定的培訓(xùn)方案開展培訓(xùn)。7.4員工受訓(xùn)后，了解培訓(xùn)內(nèi)容，掌握操作標(biāo)準(zhǔn)，符合要求?？蛣?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。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)果的信息回饋。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)確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人抱歉。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首先向客人抱歉，在抱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(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(xùn)，防止再次發(fā)生。6、與其它崗位相接口的程序：序號程序名界面部門/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.收取小酒吧賬單5.報空房7.飲料管理8.檢查效勞員工作單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)班效勞員的姓名。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；1.3看當(dāng)日進、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)用時間。3.領(lǐng)取尋呼機3.1領(lǐng)取所轄段的尋呼機。3.2填寫尋呼機單。2.分配清掃房間步驟/內(nèi)容標(biāo)準(zhǔn)1.計算需做房數(shù)1.1計算當(dāng)日實際出租房間數(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，與效勞指南上所列頻道相符。電視固定在頻道。1.5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、浴缸進出水正常。1.3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.報房〔根據(jù)實際情況，兩條標(biāo)準(zhǔn)選用一條?！?.1打至客務(wù)中心報房況更改：“xx房為空房。〞房號準(zhǔn)確。2.2拿起房間撥，等待聽到，掛上電話，計算機記錄將會自動跳成空房?！哺鶕?jù)計算機系統(tǒng)〕。3.填寫工作單3.1在工作單該房號前注明“OK〞。6.收取小酒吧賬單步驟/內(nèi)容標(biāo)準(zhǔn)1.收取賬單1.1由領(lǐng)班負責(zé)收取所管區(qū)域的賬單。1.2對照效勞員工作本，核對賬單上的房號、客人姓名、日期、時間〔上午、下午〕效勞員姓名、所消費酒水的品種及數(shù)量。2.登記2.1根據(jù)所開賬單，將消耗的飲料品種、數(shù)量填寫在每日飲料消耗補充單上。3.核對賬單3.1根據(jù)單價核算總計數(shù)，確認(rèn)無過失。4.送至前臺收款4.1將所有賬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、品種無過失。2.發(fā)飲料2.1按飲料用量發(fā)給效勞員補充客房小酒吧,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(dāng)日所消耗飲料數(shù)填在?每周飲料消耗單?上。3.核對賬單3.1夜班效勞員從前臺收款處取回當(dāng)日所有飲料賬單的回單，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假設(shè)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.檢查效勞員工作單步驟/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.各類進出房的時間3.1清掃房間時間。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維修工程及時間〔維修工程旁注明急修或普修，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)?！?.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效勞員返工后，須在返工工程上打“√〞。樓面領(lǐng)班工作程序RD119.交接班步驟/內(nèi)容標(biāo)準(zhǔn)1.為清掃的房間早班因請勿打攪、雙鎖或客人不需要清掃的房間，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(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(zhǔn)備情況6.1將團號、放報紙等準(zhǔn)備情況交接清楚。10、與其它崗位相接口的程序：序號程序名界面部門/崗位1、清潔程序清潔員2、效勞程序效勞員管理隨想：〔共5頁〕________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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