酒店业管理规范化考核之三质量检查工作表

1、酒酒店店业业管管理理规规范范化化考考核核工工作作表表之之三三 质质量量检检查查工工作作表表附附件件3-1:3-1:类类别别检检查查项项目目项项目目编编号号标标准准要要求求项项目目分分值值评评分分标标准准实实得得分分值值优优良良合合格格 不不合合格格硬硬件件设设施施外立面06150001 符合卫生标准，灯光亮度良好3 32.732.732.582.582.282.282.252.25店招06160001 完好，亮度及光色符合公司标准，开关时间合理3 32.732.732.582.582.282.282.252.25外场/绿化06170001 平整、无破损、绿化养护良好，无枯萎、缺失问题3 32.

2、732.732.582.582.282.282.252.25门灯06180001 完好，符合标准3 32.732.732.582.582.282.282.252.25大堂06020025 展架、书报架配置合理3 32.732.732.582.582.282.282.252.2506020026 公众标识符合标准，位置适当、指示正确3 32.732.732.582.582.282.282.252.2506020027 大堂画，符合公司标准，位置正确，效果良好3 32.732.732.582.582.282.282.252.2506020028 大厅门窗及配件牢固、完好、开闭自如3 32.732.

3、732.582.582.282.282.252.2506020029 绿色植物布局合理，养护良好3 32.732.732.582.582.282.282.252.2506020030 地、墙、顶平整、无破损、无开裂、无色差3 32.732.732.582.582.282.282.252.2506020031 空调工作正常，温度按公司标准设定3 32.732.732.582.582.282.282.252.2506020032 照明完好，照度合理，开关有标识3 32.732.732.582.582.282.282.252.2506020033 家具无破损、脱漆、开裂3 32.732.732.58

4、2.582.282.282.252.2506020034 总服务台设施设备完好，家具无破损3 32.732.732.582.582.282.282.252.2506020035 房价显示牌完好有效3 32.732.732.582.582.282.282.252.2506020036 背景音乐开关时间符合标准，音量适中3 32.732.732.582.582.282.282.252.2506020037 贵重物品保管箱、投银箱按公司标准配置，完好3 32.732.732.582.582.282.282.252.2506020038 行李房设施完好、有货架3 32.732.732.582.582.

5、282.282.252.2506020039 行李车/伞架/按公司标准配置，完好3 32.732.732.582.582.282.282.252.2506020040 商务中心设施设备完好，家具无破损3 32.732.732.582.582.282.282.252.2506020041电梯按键有效、运行正常、照度适中、有监控、有三方通话、有技监合格证，告示牢固端正,画面平整无损3 32.732.732.582.582.282.282.252.25公共区域06090024门窗开闭自如、配件齐全、无破损、有限位、有纱窗3 32.732.732.582.582.282.282.252.2506090

6、025 墙、顶平整、无破损、无开裂、无色差3 32.732.732.582.582.282.282.252.2506090026 地毯平整、无破损、无线头外露3 32.732.732.582.582.282.282.252.2506090027 照明完好，照度合理，开关有标识3 32.732.732.582.582.282.282.252.2506090028应急灯、疏散指示灯完好、标识正确，应急通道符合消防要求3 32.732.732.582.582.282.282.252.2506090029 立式烟筒配置及数量符合公司标准，位置正确3 32.732.732.582.582.282.282

7、.252.2506090030 有无烟楼层，禁烟标识符合公司标准3 32.732.732.582.582.282.282.252.25公共卫生间06100040 门窗及配件完好、有效3 32.732.732.582.582.282.282.252.2506100032地、墙、顶平整、无破损、无开裂、无色差、无渗水3 32.732.732.582.582.282.282.252.2506100033 照明完好，安装牢固，光照度及光色符合公司标准3 32.732.732.582.582.282.282.252.2506100034换气扇工作正常、无噪音，烘手器安装牢固、使用方便3 32.732.7

8、32.582.582.282.282.252.2506100035 洁具无开裂、无渗水、感应器抽水正常3 32.732.732.582.582.282.282.252.2506100036 厕位隔断及衣钩牢固、完好3 32.732.732.582.582.282.282.252.2506100037 纸巾、托架、垃圾筒完好，符合公司标准3 32.732.732.582.582.282.282.252.2506100038 镜面及台面牢固、端正、完好3 32.732.732.582.582.282.282.252.2506100039 地漏完好、排水顺畅3 32.732.732.582.582.

9、282.282.252.25客房设施06120058门及附件无变形、脱漆、开闭自如、隔音良好，房号牌、疏散图、猫眼、防盗链、门吸等配件齐全、牢固、完好3 32.732.732.582.582.282.282.252.2506120059 门铃/请勿打扰灯完好、有效3 32.732.732.582.582.282.282.252.2506120060墙、顶面平整、无破损、无开裂和色差，地毯无卷边；踢脚线不起壳、接缝平整3 32.732.732.582.582.282.282.252.2506120061窗及附件完好、开闭自如、限位正确，有纱窗及遮光帘，无破损、无脱钩3 32.732.732.58

10、2.582.282.282.252.2506120062家具牢固、无变形、无破损、无脱漆，符合公司标准3 32.732.732.582.582.282.282.252.2506120063 灯具完好、安装牢固、开关标识正确3 32.732.732.582.582.282.282.252.2506120064 网口安装牢固，配置网线，能正常上网3 32.732.732.582.582.282.282.252.2506120065电视机图像清晰、节目、音量符合公司标准，遥控器功能正常3 32.732.732.582.582.282.282.252.2506120066空调正常使用、温度控制符合公司

11、标准，遥控器功能正常3 32.732.732.582.582.282.282.252.2506120067 电话机按键操作正常、无噪音、提示正确3 32.732.732.582.582.282.282.252.2506120068 垃圾筒、装饰画按公司标准配置，完好，位置正确3 32.732.732.582.582.282.282.252.2506120069 客房走道及工作间设备设施及家私完好3 32.732.732.582.582.282.282.252.25卫生间设施06130072 门及门套无变形、破损，开关自如3 32.732.732.582.582.282.282.252.2506

12、130073 地、墙、顶平整、无破损、无开裂、无色差3 32.732.732.582.582.282.282.252.2506130074台盆无开裂、渗水，水流及水压正常，台架安装牢固3 32.732.732.582.582.282.282.252.2506130075 洗面镜牢固、端正、无破损3 32.732.732.582.582.282.282.252.2506130076 卷纸架及毛巾架完好、安装牢固3 32.732.732.582.582.282.282.252.2506130077 垃圾筒、皂液器完好3 32.732.732.582.582.282.282.252.25061300

13、78 换气扇完好、无噪音3 32.732.732.582.582.282.282.252.2506130079 洁具无开裂、无漏水、完好3 32.732.732.582.582.282.282.252.2506130080淋浴间门有推拉标示、安装牢固、水温、出水及下水正常，防水有效、无渗漏、完好3 32.732.732.582.582.282.282.252.2506130081 灯具及插座安装牢固、端正、完好有效，灯有防雾3 32.732.732.582.582.282.282.252.2506130082 地漏有防异味措施3 32.732.732.582.582.282.282.252.2

14、5员工餐厅06110038门窗牢固、完好、开闭自如，配件齐全，有纱窗，有限位3 32.732.732.582.582.282.282.252.2506110039 地、墙、顶平整、无破损、无开裂、无色差3 32.732.732.582.582.282.282.252.2506110040电器设备无破损、开裂、安装牢固，照明、应急、灭蝇灯完好、照度合理，空调工作正常，室温适中3 32.732.732.582.582.282.282.252.2506110041 餐台、餐桌椅牢固完好3 32.732.732.582.582.282.282.252.2506110042 餐具及消毒设备配置符合标准、

15、完好有效3 32.732.732.582.582.282.282.252.25员工厨房06190001 门窗牢固、完好、开闭自如，配件齐全3 32.732.732.582.582.282.282.252.2506190002墙面、地面、顶面平整、无破损开裂,地沟贴砖,有隔网3 32.732.732.582.582.282.282.252.2506190003照明、应急、灭蝇灯完好、照度合理，空调、冰箱有效，配置灭火器3 32.732.732.582.582.282.282.252.25客客用用品品面巾07030001颜色、折叠符合标准，摆放正确、无破损、无毛边、无明显陈旧、柔软、数量正确4 4

16、3.643.643.443.443.043.043 3浴巾07040001颜色、折叠符合标准，摆放正确、无破损、无毛边、无明显陈旧，柔软、数量正确4 43.643.643.443.443.043.043 3地巾07050001 无破损、无毛边、无明显陈旧、摆放正确4 43.643.643.443.443.043.043 3床单/床裙/床垫07060001大小合适、无破损毛边，柔软度符合标准；绷带完好有效，无明显起球4 43.643.643.443.443.043.043 3席梦思07210001 舒适度、柔软度符合公司标准,无明显凹坍4 43.643.643.443.443.043.043 3

17、硬硬件件设设施施公共卫生间被套及被芯07070001大小合适、无破损、无毛边、柔软度符合标准、数量正确，无色差4 43.643.643.443.443.043.043 3枕套及枕芯07080001大小合适、无破损、无色差，柔软度符合标准、数量正确、位置摆放正确、饱满度良好4 43.643.643.443.443.043.043 3一次性用品07090001 统一配置、数量及摆放正确4 43.643.643.443.443.043.043 3便签夹07100001 平整、无破损、摆放及内容符合公司标准4 43.643.643.443.443.043.043 3服务指南07110001 平整、无破

18、损、摆放及内容符合公司标准4 43.643.643.443.443.043.043 3印刷品/请勿打扰牌07120001 无破损，摆放及内容符合公司标准4 43.643.643.443.443.043.043 3电水壶07130001 按公司标准统一配置，摆放正确4 43.643.643.443.443.043.043 3电吹风07140001 按公司标准统一配置，摆放正确4 43.643.643.443.443.043.043 3物品篮07150001 按公司标准统一配置，摆放正确4 43.643.643.443.443.043.043 3杯具/皂碟/烟缸07160001 按公司标准统一配置

19、，数量、摆放正确4 43.643.643.443.443.043.043 3房间食品07170001 按公司标准统一配置，数量、摆放正确4 43.643.643.443.443.043.043 3礼品袋/洗衣袋 07180001 按公司标准统一配置、数量、摆放正确4 43.643.643.443.443.043.043 3衣架07190001 按公司标准统一配置、数量、摆放正确4 43.643.643.443.443.043.043 3各类提示07200001 各种标示齐全、张贴符合公司标准4 43.643.643.443.443.043.043 3清清洁洁卫卫生生外立面/店招08090001

20、 基本整洁，颜色均匀4 43.643.643.443.443.043.043 3外场/绿化08110001 洁净，无垃圾4 43.643.643.443.443.043.043 3门厅08120001 干净、整洁、无积灰4 43.643.643.443.443.043.043 3大堂/公共区域08130001 门窗整洁明亮4 43.643.643.443.443.043.043 308130002 告示、指示、画干净无污渍4 43.643.643.443.443.043.043 308130003 地面、墙面、吊顶整洁、无污迹4 43.643.643.443.443.043.043 30813

21、0004 总台各类单据及物品摆放有序,工作区域干净整洁4 43.643.643.443.443.043.043 308130005 抽屉内无杂物，有序摆放4 43.643.643.443.443.043.043 308130006 设施设备干净、无灰尘、无污渍4 43.643.643.443.443.043.043 308130007 行李房摆放有序，整洁无杂物4 43.643.643.443.443.043.043 308130008 休息区域家具、沙发干净整洁4 43.643.643.443.443.043.043 308130009 商务中心设施、设备、家具干净，无积灰4 43.643.

22、643.443.443.043.043 308130010 空调出风口及过滤网定期清洗，干净无积尘4 43.643.643.443.443.043.043 308130011 楼梯、通道干净、整洁4 43.643.643.443.443.043.043 308130012行李车、书报架、伞架、防水防尘地毯、烟筒、摆放有序4 43.643.643.443.443.043.043 308130013 绿化无枯枝败叶，无浮灰，盆内无杂物4 43.643.643.443.443.043.043 308130014 电梯干净、无破损、无污渍；宣传品无破损及污渍4 43.643.643.443.443.0

23、43.043 3公共卫生间08140001 空气清新无异味4 43.643.643.443.443.043.043 308140002 门、窗及附件无灰尘无污渍4 43.643.643.443.443.043.043 308140003台面、台盆、龙头、化妆镜干净整洁、无污渍、无水渍4 43.643.643.443.443.043.043 308140004 墙地顶面清洁，无明显的水迹、污迹4 43.643.643.443.443.043.043 308140005 洁具及感应器光亮、整洁、无灰尘、无污渍4 43.643.643.443.443.043.043 308140006垃圾筒内外无污

24、渍，垃圾是否过满,马桶刷架无污渍，纸架干净无污渍4 43.643.643.443.443.043.043 3客房卫生08050130 空气清新无异味4 43.643.643.443.443.043.043 308050131门窗及附件干净，无灰尘、无污渍，窗户及玻璃定期清洁4 43.643.643.443.443.043.043 308050132 墙体干净、整洁、无灰尘、无污渍、无蜘蛛网4 43.643.643.443.443.043.043 308050143 吊顶干净、无灰尘、无污渍、无蜘蛛网4 43.643.643.443.443.043.043 308050144 地毯或地板干净、整

25、洁、无灰尘、无污渍无垃圾4 43.643.643.443.443.043.043 308050133 插座、开关、灯具干净、无污渍、无灰尘4 43.643.643.443.443.043.043 308050134 空调出风口、盖板、过滤网干净无积尘4 43.643.643.443.443.043.043 3客客用用品品08050135 电视机干净无灰尘4 43.643.643.443.443.043.043 308050136 电水壶干净、无水垢4 43.643.643.443.443.043.043 308050137 电话机干净、无污渍，听筒定期消毒4 43.643.643.443.44

26、3.043.043 308050138 电吹风干净、无污渍4 43.643.643.443.443.043.043 308050139 家具干净、整洁、无浮灰4 43.643.643.443.443.043.043 308050140 客用品干净，无污迹4 43.643.643.443.443.043.043 308050141 衣架、画干净、无灰尘4 43.643.643.443.443.043.043 308050142 床上用品干净整洁；无污渍、无毛发、无异味4 43.643.643.443.443.043.043 3卫生间卫生08080139 空气清新无异味4 43.643.643.4

27、43.443.043.043 308080140 门及附件无灰尘和污渍4 43.643.643.443.443.043.043 308080150 墙面干净、无水渍、皂渍、毛发及蛛网4 43.643.643.443.443.043.043 308080151 地面干净、整洁、无水渍、皂渍、毛发4 43.643.643.443.443.043.043 308080141 吊顶干净、整洁、无蛛网4 43.643.643.443.443.043.043 308080142淋浴房干净无皂渍,浴帘及杆干净，无霉斑,五金件光亮4 43.643.643.443.443.043.043 308080143 洁

28、具清洁卫生，干燥光亮4 43.643.643.443.443.043.043 308080144 杯具清洁卫生4 43.643.643.443.443.043.043 308080145 一次性用品干净无污迹4 43.643.643.443.443.043.043 308080146 毛巾类柔软、无污渍、无明显变色4 43.643.643.443.443.043.043 308080147 卫生纸及托架干净，卫生纸按标准折叠4 43.643.643.443.443.043.043 308080148 易耗品筐完整无破损、无霉变4 43.643.643.443.443.043.043 30808

29、0149 排风扇干净、无尘4 43.643.643.443.443.043.043 308080152 地漏无异味及小虫4 43.643.643.443.443.043.043 3员工餐厅卫生08150001 空气清新无异味4 43.643.643.443.443.043.043 308150003 墙、地、顶清洁、无污渍、无油污、无杂物4 43.643.643.443.443.043.043 308150004 餐桌椅干净、清洁、无油污，摆放有序4 43.643.643.443.443.043.043 308150005餐具无破损、干净、整洁，无污渍、无水迹,存放过夜须用清洁的口布遮盖4 4

30、3.643.643.443.443.043.043 3员工厨房卫生08040059工作区无杂物堆放、无四害、无油污、垃圾当天及时处理、摆放有序、干净整洁4 43.643.643.443.443.043.043 308040061厨具消毒符合标准、过夜须用清洁的口布遮盖，刀具生熟分开，消毒程序和频度符合卫生标准4 43.643.643.443.443.043.043 308040062保证食品新鲜、包装食品在保质期内使用；冰箱内食品，生熟分开,须加膜或加盖，有符合卫生标准的标识；调料用毕加盖；食品不得落地存放4 43.643.643.443.443.043.043 308040063设施设备清洁

31、干净、无尘、无虫、无杂物存放、无油腻、无污垢，垃圾桶加盖，每天清洗，过夜必须清空4 43.643.643.443.443.043.043 3后区卫生08160001空气清新，餐桌椅干净，无油污,地墙面平整、无污、无开裂,有食物保温措施及餐具消毒措施4 43.643.643.443.443.043.043 308160002 员工宿舍干净整洁，摆放有序4 43.643.643.443.443.043.043 308160003 更衣室摆放有序，无杂物堆放，干净整洁4 43.643.643.443.443.043.043 308160004办公区干净整洁,设施设备无积灰,有禁烟标志，物品摆放有序4

32、 43.643.643.443.443.043.043 3服服务务质质量量行为语言规范09060143 仪容、仪表符合员工手册规定4 43.643.643.443.443.043.043 309060144 站姿端正，眼睛平视，表情自然大方，面带微笑4 43.643.643.443.443.043.043 309060145 使用标准敬语问候客人，主动热情，微笑有礼4 43.643.643.443.443.043.043 309060146 能用姓氏称呼客人4 43.643.643.443.443.043.043 309060147 告别有致谢，能为客人指引方向4 43.643.643.443

33、.443.043.043 309060148员工行走规范，客人先行；遇到宾客时面带微笑，主动问候4 43.643.643.443.443.043.043 3电话服务09040146铃响三声内接听，并用标准用语向客人问好，声音轻松愉快，熟记酒店相关信息和常用分机电话4 43.643.643.443.443.043.043 3清清洁洁卫卫生生客房卫生09040147 转接流程符合服务操作标准4 43.643.643.443.443.043.043 309040148 转接电话遇客人等候、占线时要礼貌地向客人致歉4 43.643.643.443.443.043.043 309040149 电话中重要

34、信息，需复述确认4 43.643.643.443.443.043.043 309040150 礼貌致谢，先等客人挂断电话4 43.643.643.443.443.043.043 3预订服务09070151 准确、灵活地接受客人预订4 43.643.643.443.443.043.043 309070152 熟悉酒店的信息及房价政策4 43.643.643.443.443.043.043 309070153 预订过程问候主动、介绍详细、服务主动4 43.643.643.443.443.043.043 309070154 预订信息全面准确，复述信息供客人确认4 43.643.643.443.443

35、.043.043 309070155 礼貌感谢客人预订4 43.643.643.443.443.043.043 309070156 到店前确认，提供问讯和指引4 43.643.643.443.443.043.043 3入住服务09080157 接待中使用规定的接待用语4 43.643.643.443.443.043.043 309080158 预定客人复述预订内容，上门散客积极推销会员卡4 43.643.643.443.443.043.043 309080159能礼貌地请宾客填写登记单（如客人要求代填，应为其填写，不得拒绝，并请客人签名），登记符合太阳花相关安全管理要求4 43.643.643

36、.443.443.043.043 309080160 前台入住单据填写规范4 43.643.643.443.443.043.043 309080161 分配VC房给客人，能尽可能满足客人对房间的要求4 43.643.643.443.443.043.043 309080162双手同时递送客人房卡、押金单、证件等住店资料，房卡套填写符合标准，并为客人指引房间方向4 43.643.643.443.443.043.043 3结帐服务09090163客人有使用保险箱或借用物品未还，能主动提醒客人4 43.643.643.443.443.043.043 309090164能报出客人消费金额，帐目准确，请客

37、人在帐单签字4 43.643.643.443.443.043.043 309090165 信用卡预授权操作正确并符合规范4 43.643.643.443.443.043.043 309090166 现金支付唱收唱付，双手递送单据和零钱4 43.643.643.443.443.043.043 309090167 押金单遗失操作须符合公司标准4 43.643.643.443.443.043.043 309090168 结帐时间在3分钟内，礼貌道别4 43.643.643.443.443.043.043 3贵重物品寄存09170001 核对信息，住客方可使用保险箱4 43.643.643.443.4

38、43.043.043 309170002告知客人使用须知，并填写保险箱记录卡，请客人签字4 43.643.643.443.443.043.043 309170003与客人确认物品已放入保险箱，不要触摸或移动宾客物品4 43.643.643.443.443.043.043 309170004 总台有保险箱使用情况记录本4 43.643.643.443.443.043.043 3留言服务09180001 准确地接受客人留言，留言内容完整,填写规范4 43.643.643.443.443.043.043 30918000210分钟内送达房间，摆放位置准确，并记录递交时间4 43.643.643.44

39、3.443.043.043 3问讯服务09190001 仔细聆听客人的需求4 43.643.643.443.443.043.043 309190002 熟悉酒店所在当地的旅游、购物点、餐饮等信息4 43.643.643.443.443.043.043 309190003 向客人介绍时清楚明了4 43.643.643.443.443.043.043 309190004耐心解答客人相关问题，主动征询客人是否还有其它需求4 43.643.643.443.443.043.043 3借用物品09200001告知客人借用物品的安全须知，使用标准单据，填写规范并有记录4 43.643.643.443.443

40、.043.043 309200002当客人要求一时间无法满足时，酒店是否采取应变措施4 43.643.643.443.443.043.043 3叫醒服务09130181 前台员工礼貌地接受客人的叫醒服务要求4 43.643.643.443.443.043.043 309130182 再次确认宾客叫醒的具体要求，叫醒交接规范4 43.643.643.443.443.043.043 309130183 叫醒时间准确、及时,用语规范4 43.643.643.443.443.043.043 3行李寄存服务09210001查验客人要存放的物品，填写物品存放卡,告知存放须知4 43.643.643.443

41、.443.043.043 309210002与客人进行存放物品交接核对并签名,将物品存放卡下联交客人4 43.643.643.443.443.043.043 3服服务务质质量量电话服务09210003客人取物时需出示物品存放卡下联并核对客人身份及签名,如遗失需出示相关的证件，复印并填写遗失证明签字确认4 43.643.643.443.443.043.043 3开门服务09140184原则上请客人到前台办理开门手续，客房服务员不允许直接给客人开门4 43.643.643.443.443.043.043 309140185前台请客人出示证件，核实客人身份，确认是登记本人，开具开门单，开门单一式两联

42、，第一联留存，第二联给客人4 43.643.643.443.443.043.043 309140186前台通知客房服务员，客房收取开门单，确认房号无误后，为客人开门4 43.643.643.443.443.043.043 309140187客房每班次将开门单随房态表交至前台，前台将开门单存档并保存4 43.643.643.443.443.043.043 3洗衣服务09220001客人需要洗衣服务须记录房号并及时通知客房，客房服务员检查衣物及确认数量，同时告知客人送还时间，洗衣公司送回至前台，客房及时将衣服送入房间并做好记录4 43.643.643.443.443.043.043 3早餐服务09

43、100171 服务人员有问候语4 43.643.643.443.443.043.043 309100167 早餐品种符合公司标准4 43.643.643.443.443.043.043 309100168 食品质量符合标准，供应数量充足，热菜保温良好4 43.643.643.443.443.043.043 309100170 临近营业结束时间时无拒客、催促客人的现象4 43.643.643.443.443.043.043 3基基础础管管理理销售管理10010089根据运营要求每天新签和拜访协议是否达标，协议签订盖章有效率在95%以上4 43.643.643.443.443.043.043 31

44、0010090有明确的电话维护、上门维护、陌生拜访等具体维护和开发工作要求，能根据量化标准完成任务，且有报告记录4 43.643.643.443.443.043.043 310010091执行酒店房价政策；促销活动事先经上级主管经理或公司批准，会员权益能得到保证（房价不倒挂）4 43.643.643.443.443.043.043 310010092前台和销售的预订职责明确，有效地控制和管理预订；销售部门档案整理完整整洁，资料归类合理规范4 43.643.643.443.443.043.043 310010093特别折扣能执行公司的审批制度，无私自更改价格政策的行为，特别价格有相关负责人签名4

45、 43.643.643.443.443.043.043 310010094每月有明确的销售计划和促销方案，并有对方案实施的结果评估内容。4 43.643.643.443.443.043.043 310010095 月结客户信用额度审批符合标准4 43.643.643.443.443.043.043 3前台管理10020105 交接表格符合公司标准，交接清楚，有双方签字4 43.643.643.443.443.043.043 310020106内外宾登记符合规定，按政府职能部门要求装订和保管，有公安信息传输系统的，能按照标准准确进行信息录入和传输4 43.643.643.443.443.043.

46、043 310020107使用标准版本房态表，每天10：00和16：00按时提交主管或领班签字后的房态表4 43.643.643.443.443.043.043 310020108前台主管将房态表与电脑实际情况进行核对，存在差异及时处理有记录，有值班经理或前台主管签字并写明原因4 43.643.643.443.443.043.043 310020109冲销帐、延迟退房、欠款离店、换房必须符合公司规定4 43.643.643.443.443.043.043 310020110 夜审审核流程符合公司统一规范4 43.643.643.443.443.043.043 310020111密码钥匙、客房磁

47、卡钥匙、客房机械钥匙、酒店总钥匙分门别类、有明确的使用权限，有交接手续和记录，并配备钥匙保管箱4 43.643.643.443.443.043.043 310020112前台经理保管备用钥匙箱钥匙,备用钥匙箱内有酒店总卡和客用保险箱通开钥匙；备用钥匙箱每班交接有记录4 43.643.643.443.443.043.043 310020113小商品进货必须使用物品申购单，有店长签字批准并有台帐4 43.643.643.443.443.043.043 310020114印刷品有盘点制度和记录，保证正常使用，存放地点安全、卫生4 43.643.643.443.443.043.043 31002011

48、5 前台文档记录齐全、符合标准4 43.643.643.443.443.043.043 3服服务务质质量量行李寄存服务10020116访客登记符合规定，填写规范，总台有访客登记提示牌4 43.643.643.443.443.043.043 310020117遗留物品当天交至前台值班主管，填全遗留物品登记标签和遗留物品登记表，将物品按规定存放保管4 43.643.643.443.443.043.043 310020118遗留物品领取按规定操作，遗物品定期清理并留记录4 43.643.643.443.443.043.043 3客房管理10030116 布草定期盘点，建立明细台帐4 43.643.6

49、43.443.443.043.043 310030117 客用品有耗用记录，定期盘点，建立台帐4 43.643.643.443.443.043.043 310030118钥匙、对讲机的领用和交还有记录，安全保管，对讲机使用符合公司标准4 43.643.643.443.443.043.043 310030119 大清洁和计划卫生有制度、计划并有记录4 43.643.643.443.443.043.043 310030120 工作间整齐有序，部门制度流程上墙4 43.643.643.443.443.043.043 310030121工作车上物品整齐有序，数量符合标准，打扫房间时工作车定位准确4 4

50、3.643.643.443.443.043.043 310030122服务员填写工作表及时、准确、完整,主管和领班及时、准确填写房态表，并按标准时间与前台核对确认4 43.643.643.443.443.043.043 310030123 按规定配备清洁工具并规范使用五巾4 43.643.643.443.443.043.043 310030124 按标准程序完成杯具消毒4 43.643.643.443.443.043.043 310030125有分级查房制度，各级检查有详细记录，检查结果纳入员工质量考核，与分配挂钩4 43.643.643.443.443.043.043 310030126 D

51、ND房处理流程符合公司标准，并有记录4 43.643.643.443.443.043.043 3餐饮管理10040124 餐券按公司统一规定操作4 43.643.643.443.443.043.043 310040125餐厅进货使用标准版本物品申购单，有店长审批签字4 43.643.643.443.443.043.043 310040126 进货有管理人员和厨房专人验收并有签收记录4 43.643.643.443.443.043.043 310040127物资和备品有盘点制度及台帐,存放地点安全并符合食品卫生要求4 43.643.643.443.443.043.043 3安全管理1005012

52、9各项安全、应急预案制度齐全，张贴符合标准，按标准进行安全专项检查并有记录4 43.643.643.443.443.043.043 310050130有合理巡检线路并有记录，保安人员有符合标准的交接班记录4 43.643.643.443.443.043.043 310050131有员工安全培训，掌握相关安全知识，全体员工要有安全意识，特别对火警处理程序熟练掌握4 43.643.643.443.443.043.043 310050132监控系统正常，有效控制，记录储存时间符合公安要求,无盲区4 43.643.643.443.443.043.043 310050133消防设施设备完好，运行正常，消

53、防通道必须保持畅通4 43.643.643.443.443.043.043 3工程管理10060131备品摆放整齐，数量合理，并有台账，建立竣工档案及施工单位联系人信息，工程人员须持有效证件上岗4 43.643.643.443.443.043.043 310060132 按工程服务操作手册要求做维保，有记录4 43.643.643.443.443.043.043 310060133设备房整洁有序,室温合适，设施设备运行正常，维修记录存档4 43.643.643.443.443.043.043 310060134 应急预案上墙，按规定定时巡检并有记录4 43.643.643.443.443.043.043 3财务管理10070144对原始凭证进行