《五星级酒店运营管理实务全集》教学资料

1、Good is good, but better carries it.精益求精，善益求善。五星级酒店运营管理实务全集-营运管理实务目录WorkingManualofRedboatHotel写在前面的话PREFACE总编CONTENTS第一章酒店简介GENERALSTATEMENT第二章管理体系MANAGEMENTSYSTEM附：组织结构图APPENDIX:ORGANIZATIONCHART经营理念TheSpiritofRedBoatHotel顾客政策CustomerPolicies质量管理体系QualityControlSystem服务质量保证书QualityGuarantee人事政策及培训

2、计划实施PersonnelPolicies&Training酒店内部刊物（店报）NewsPaper员工手册StaffHandbook第一编：总经理、GENERALMANAGER总经理1-6G.M1.1总经理GeneralManager1-31.2驻店经理ResidentManager4-6总经理秘书7-11G.MSSECRETARY2.1总经理秘书G.MSecretary7-92.2文员Clerk10-11第三章会议程序12MEETINGSCHEDULE第二编：市场营销部、MARKET&SALESDEPT市场营销部组织结构图4ORGANIZATONCHART市场营销部各岗位职责5-14POSI

3、TIONRESPONSIBILITIESOFM&SDEPT2.1市场营销部经理M&SDeptManager5-62.2商务销售代表SalesRepresentativeofCommercial7-82.3旅行社销售代表SalesRepresentativeofTravelAgency9-102.4秘书Secretary11-122.5美工ArtDesigner13-14第三章市场营销部各岗位工作程序及标准15-26STANDARDOPERATIONPROCEDUREOFM&SDEPT3.1商务销售代表促销访问PromotionandSalesCall15-163.2长包房销售Long-Stay

4、ingRoomSales17-193.3团队预订GroupReservation20-213.4旅行社销售代表外出销售OutsideSalesCall223.5会议销售ConferenceSales23-243.6与旅行社签订协议TravelAgencyAgreementSigning253.7团队预订更改、取消ReservationAmendment&Cancellation26第四章附加程序27-32ACCESSORYProcedures4.1处理突发事件HandlinganEmergency274.2客用印刷品制作PressworkMaking284.3客户档案建档AccountFile

5、Establishing294.4大型活动工作安排LargeActivityArrangement304.5组织新闻发布会PressBriefing32第五章市场营销部管理制度33-38MANAGEMENTSYSTEMOFM&SDEPT5.1接待Reception33-355.2办公室环境OfficeEnvironment365.3资料Data365.4例会RegularMeeting375.5工作汇报JobReport385.6工作业绩考核JobResultEvaluation385.7美工室管理制度ArtDesignOffice38第六章市场营销部内部运转表格39-49OPERATIONL

6、ISTOFM&SDEPT第三编：财务部、FINANCIALDEPT财务部组织结构图1OrganizationChaRt财务部岗位职责及工作程序2POSITIONRESPONSIBILITIESOFFINDEPT2.1财务总监FinancialController22.2副财务总监DeputyFinanceDirector42.3秘书Secretary62.4会计主任ChiefAccountant72.5总帐GeneralLedger102.6费用核算员CostControlClerk142.7资产核算员AssetsLedgerClerk172.8信贷应收员Credit&A/R192.9应付款文

7、员AccountsPayableClerk222.10出纳员Cashier252.11工资员Payroll282.12收银主任ChiefCashier292.13收银督导CashierCaptain312.14审计员Auditor322.15总台收银FrontDeskCashier342.16站点收银员OutletsCashier382.17成本控制部主任ChiefCostController412.18材料核算员CostingClerkMaterials442.19食品原料仓库保管员StorekeeperFood462.20饮品烟草仓库保管员StorekeeperBeverage&Tobac

8、co492.21物资仓库保管员StorekeeperGeneral512.22收货员ReceivingClerk532.23电脑部经理EDPManager552.24电脑硬件工程师EDPOfficerHardware572.25电脑软件工程师EDPOfficerSoftware592.26采购部经理PurchasingManager612.27采购部督导PurchasingCaptain632.28采购员Purchasier64第三章财务管理制度与程序67MANAGEMENTSYETEM&ProcedureOFFinDEPT3.1餐厅收银结帐RestaurantCashierCheck-out

9、673.2信用卡结帐CreditCardCheck-out683.3信用卡压卡CreditCardPush-Down693.4收银员编制报告CashierWorkoutReporting703.5收银员下班交接CashiersOffDutyConnect713.6总出纳工作GeneralCashierJobProcedures723.7现金支出报销CashPayout733.8客房房租收入审计GuestRoomRateReceiptAudit743.9转帐支票授理VirementChequeTeachTheReason753.10信用卡托收的处理CreditCardCollectionsman

10、age763.11点菜单传递的控制CaptainOrderTransferControl773.12帐单传递BillTransferProcedures783.13货币传递控制CurrencyTransferControl793.14客人离店时间的控制GuestDepartureTimeControl803.15房租减免的内部控制RentDeratingInsideControl813.16营业点帐单建立OutletsBillFound823.17营业点帐单结帐OutletsBillCheck-out833.18信用卡授权程序CreditCardAccredit843.19散客签字消费FITS

11、igningConsume853.20单位、团队签字转帐Unit&GroupSigningTransferAccount863.21营业发票使用BusinessInvoiceUseing873.22审核营业点帐款AuditOutletsAccount883.23审核前厅帐款AuditFrontOfficeAccount893.24编制营业日报表WorkoutBusinessDayStatement903.25夜间稽核工作NightAuditJob913.26信贷政策CreditPolicy923.27预算编制程序BudgetWorkoutProcedures953.28应收款管理Account

12、sReceivableManage963.29收银员管理OutletsCashierManage973.30出纳员管理CashierManage983.31审计员管理AuditorManage1003.32现金管理CashManage1013.33总出纳管理GeneralCashierManage1033.34采购部管理StockingManage1043.35物资采购申请GoodsStockApplication1063.36采购报价、确认StockQuotedPrice&Confirm1073.37采购审批StockExamine&Approve1083.38采购物品的结算StockGoo

13、dsBalanceofaccounts1093.39提货工作程序PickUpTheGoodsJobProcedures1103.40物品验收程序GoodsReceiving1113.41采购方式及有关程序StockWay&Procedures1123.42仓库的收、发及盘存StoreroomAccepting、SendOut、Inventory1203.43食品和饮料存货-定价、标志与贮藏F&BStock:price、Sign&Store1223.44食品和饮料存货-发货、申请领货F&BStock:SendOut&Application1243.45食品和饮料存货-标准存货F&BStock:S

14、tandard1263.46食品和饮料存货-实地盘存F&BStock:On-The-SpotInventory1283.47食品成本控制程序FoodCostControl1303.48食品标准成本卡制作FoodStandardCostCardExecution1313.49食品标准成本计算FoodStandardCostAccount1323.50食品标准成本核算FoodStandardCostCheck1333.51餐饮公关费用F&BPublicrelationsCost1343.52菜肴的产销核对MenuProduce&SellCheck1353.53酒水标准成本制作BeverageSta

15、ndardCostCheck1363.54饮料成本控制BeverageCostControl1373.55饮料销售还原表建立BeverageSaleRevertFormFound1383.56餐饮成本日报表编制F&BCostDayStatementWorkout1393.57鲜活食品价格的制订FreshFoodPriceWorking-Out1403.58干货水果等验收DriedFood&FruitEtcReceiving1413.59鲜活食品验收单据填写FreshFoodReceivingBillFillIn1423.60应付款管理AccountsPayableManage1433.61薪金

16、会计管理PayrollAccountantManage144第四章财务部各类运转表格145OPERATIONLISTOFFindept第四编：前厅部、FRONTOFFICEDEPT第一章前厅部组织结构图ORGANIZATIONCHART1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPT2-232.1前厅部经理F.OManager22.2前厅部秘书F.OSecretary32.3大堂副理AssistantManager42.4前台接待经理ReceptionManager62.5前台接待员Receptionist72.6预订员ReservationClerk9

17、2.7总机督导OperatorCaptain112.8总机话务员Operator122.9首席礼宾司ChiefConcierge132.10迎宾员Doorman142.11行李员Bellman162.12商务中心督导B.CCaptain172.13商务中心文员B.CClerk182.14商场经理GiftShopManager202.15商场员工Seller212.16医务室医生InfirmaryDoctor22第三章前厅部各岗位操作程序STANDARDOPERATIONPROCEDUREOFF.ODEPT第一节前厅部各岗位每日工作内容F.ODepartmentCheckList24-393.1

18、.1前厅部经理F.OManagerCheckList243.1.2大堂副理AssistantManager253.1.3前台接待经理ReceptionManager273.1.4总机/商务中心督导Operator/B/CCaptain293.1.5首席礼宾司ChiefConcierge303.1.6预定员Preservationist313.1.7前台接待Receptionist323.1.8礼宾员Concierge353.1.9商场员工Seller363.1.10总机话务员Operator373.1.11商务中心文员B/CClerk39第二节前台程序与标准F.OStandardOperati

19、onProcedure40-733.2.1受理电话预订RoomReservationbyCalling403.2.2传真、信函订房RoomReservationbyFax、Letter413.2.3来店预订操作RoomReservationontheSpot423.2.4变更预订的处理BookingAmendment433.2.5散客入住程序FITCheck-in443.2.6散客离店程序FITCheck-out463.2.7残疾人接待程序HandicappedCheck-in483.2.8团队入住GroupCheck-in493.2.9团队离店GroupCheck-out503.2.10长住

20、客人接待服务Long-stayingGuestsService513.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange523.2.12宾客推迟离店DelayCheck-out533.2.13处理双锁门，开双锁门RoomDoubleLock543.2.14贵重物品寄存HandingSafeDepositChanging553.2.15调换房间/调整价格Room/RateChanging563.2.16处理折扣HandletheRebateChanges583.2.17房间异常报告处理RoomDiscrepancyReport593.2.18行政楼层客人接待

21、ExecutiveFloorGuestArrival613.2.19行政楼层客人离店ExecutiveFloorGuestDeparture623.2.20客房没有准备好RoomnotReadyonArrival633.2.21处理宾客留言Messagehandling643.2.22查询客人房号RoomNumberInquire653.2.23总台物品转送GuestsArticlesSend/Transfer663.2.24VIP信息更改VIPinformationChange683.2.25办理房间房租变更手续RoomChargeChanging693.2.26房间分配RoomAllotm

22、ent703.2.27房间钥匙管理Room-keyManagement723.2.28建立客史档案SetupGuestsHistory73第三节大堂副理程序与标准AssistantManagerStandardOperationProcedure74-843.3.1贵宾入住VIPCheck-in743.3.2接待重要团队宾客VIPGroupCheck-in773.3.3展房/介绍酒店ShowRooms/HotelTours783.3.4处理宾客投诉ComplainHandling793.3.5处理宾客遗留物品HandlingGuestsPropertiesLeftBehind803.3.6处理

23、宾客房门锁失灵RoomlockOutOfOrderHandling813.3.7突发事件的处理步骤Urgent/AccidentHandling823.3.8处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone84第四节礼宾部程序与标准ConciergeStandardOperationProcedure85-1023.4.1迎宾员DoorManStandardOperation853.4.2行李员BellManStandardOperation883.4.3处理宾客邮件、信件GuestsPostalItems、LettersHandling953.

24、4.4处理宾客物品转交GuestsArticlesTransfer963.4.5一、二楼公共区域寻人服务PublicAreaPagingService973.4.6客人行李寄存服务GuestsLuggageStoreService983.4.7提供出租车服务CarRentalService993.4.8委托代办服务ConciergeService1003.4.9资料收集及整理DataCollectandArrange101第五节总机程序与标准OperationStandardOperationProcedure103-1103.5.1接转内外线电话PhoneCallConnectingandE

25、xchanging1033.5.2处理直拨长途电话LongDistanceCallService1043.5.3前厅部总机免打扰服务DoNotDisturbCallService1053.5.4叫醒服务Wake-upService1063.5.5电话咨询服务TelephoneInformationService1073.5.6电话寻人服务PagingServicebyTelephone1083.5.7发布天气报告WeatherForecastService1093.5.8话务台维护与保养MaintenanceofA.B.EEquipment110第六节商务中心程序与标准BusinessCent

26、erStandardOperationProcedure111-1203.6.1接收传真FaxReceiving1113.6.2接收客人委托向外发出传真FaxSending1123.6.3提供打字服务TapingService1143.6.4复印服务CopyingService1153.6.5代办快件MailExpressService1163.6.6提供翻译服务TranslationService1173.6.7提供文件装订服务BindingService1183.6.8提供电话服务PublicTelephoneService1193.6.9商务中心设备维护及保养MaintenanceofB

27、CEquipment120第七节商场程序与标准GiftShopStandardOperationProcedure121-1243.7.1零售商品进货制度StockwithGoods1213.7.2商场换货服务HowtoHandlingGuestChangingGoods1223.7.3售后服务AfterSaleService123第四章前厅部各项管理制度MANAGEMENTSYSTEMOFF.ODEPT125-1474.1前厅部行为规范TheF.ODeptStaffBehaviorStandard1254.2前厅部各岗位规章制度TheF.ODeptRegulationSystem1294.3

28、总台考核条例EvaluationRulesofFrontDesk1334.4礼宾部考核条例EvaluationRulesofConcierge1364.5商场考核条例EvaluationRulesofGiftShop1394.6商务中心考核条例EvaluationRulesofBusinessCenter1444.7总机考核条例EvaluationRulesofOperator146第五章前厅部各部门运转表格OPERATIONLISTOFF.ODEPT148-185第五编：管家部、HOUSEKEEPINGDEPT第一章管家部组织结构图1ORGANIZATIONCHART管家部岗位职责1-25P

29、OSITIONRESPONSIBILITYOFH.KDEPT2.1管家部经理H.KDept.Manager22.2楼层经理HeadFloorSupervisor32.3楼层督导FloorCaptain52.4楼层服务员RoomAttendant72.5楼层清扫员RoomCleaner92.6公共区域经理PublicAreaSupervisor112.7公共区域督导PublicAreaCaptain122.8公共区域服务员PublicAreaAttendant132.9花房管理员Florist142.10公共区域清洁工PublicAreaCleaner152.11洗涤部经理LaundryMana

30、ger162.12洗涤部督导LaundryCaptain172.13干洗工DryCleaner182.14大湿洗工Washer-LargeItems202.15小湿洗工Washer-SmallItems212.16平烫工FlatWorkIroner222.17布草折叠工LinenFoldingAttendant232.18布草收发员LinenDeliveryMaid242.19制服收发员UniformDeliveryMaid25管家部各岗位操作程序27-136TANDARDOPERATIONPROCEDUREOFHK.DEPTS3.1楼层经理HeadFloorSupervisor273.1.1

31、处理客人投诉HandlingGuestsComplains273.2楼层督导FloorCaptain28-313.2.1检查客房CheckingGuestRooms283.2.2收取小酒吧帐单CollectingMini-barBill303.2.3饮料管理Controllingwine&Beverage313.3楼层服务员RoomAttendant32-533.3.1楼层钥匙领用和保管Pickingup&KeepingRoomKey323.3.2开酒水帐单FillinginWine&BeverageBill333.3.3杯具洗涤、消毒Washing-up&DisinfectingGlassw

32、are343.3.4客用品领用、存放Applicationof&KeepingItems353.3.5客人要求开门HandlingRequestforOpeningtheDoor363.3.6引领客人进房GreetingtheGuests373.3.7报交遗留物品DeliveringPropertiesLeftBehindbyGuest383.3.8客人离店结帐GuestCheck-out393.3.9查走客房（遗留物品）Check-upC/ORoom403.3.10做夜床ProvidingTurn-downService413.3.11开房门OpeningtheDoor433.3.12加床H

33、andlingRequestforExtraBed443.3.13铺床MakingtheBed453.3.14上毛巾、茶水OfferingTowel/TeaService463.3.15客房二次打扫Re-cleaningtheRoom473.3.16重点宾客进房ReceivingVIP483.3.17擦皮鞋ProvidingFreeShoeShiningService493.3.18翻转床垫TurningtheMattress503.3.19洗涤浴帘WashingShowerCurtain513.3.20吸尘器使用和保养Using&MaintainingVacuumCleaner523.3.2

34、1处理意外损坏宾客物品DealingwithDamagingGuestsArticles533.4客房清扫员RoomCleaner54-593.4.1整理工作车CleaningupMaidsCart543.4.2打扫住客房MakingupOccupiedRoom553.4.3清扫卫生间MakingupWashingRoom573.4.4工作车摆放MaidsCartSetting583.4.5空房清扫MakingupVacantRoom593.5客房中心服务员HousekeepingCenterAttendant60-643.5.1核对未进店客房报告CheckingNo-showRoomRepo

35、rt603.5.2核对查房报告CheckingRoomReport613.5.3客用品的借用、登记和保管ItemsLoan/Registration/Keeping623.5.4接打内部电话Receiving&MakingInsideCall633.5.5处理前台报表DealingwithDept.Reports64附录：客房中心常备客用品清单64Appendix:ListofItemsPreparedinHousekeepingCenter3.6PA服务员PAAttendant65-813.6.1石材日常保养MarbleDailyMaintenance653.6.2大理石地面打蜡Polish

36、ingMarblewithWax663.6.3大理石地面起蜡WaxRemoveFromMarble673.6.4石材墙壁上蜡PolishingWallwithWax683.6.5清洗地毯（干泡）CleaningCarpet(Dry-clear)693.6.6洗地毯（抽洗）WashingCarpet703.6.7沙发抽洗WashingSofa723.6.8清洁铜条CleaningCopperStrip733.6.9清洁客梯CleaningElevator743.6.10清洗吸尘器CleaningVacuumCleaner753.6.11使用三合一抽洗机UsingWetVacuumCarpetEx

37、tractor763.6.12使用洗地机UsingCleanMarbleMachine773.6.13使用吸水机UsingWet&DryVacuumCleaner783.6.14使用高速抛光机UsingUltraHighSpeedMachine793.6.15清洁玻璃PolishtheWindow-panes803.6.16花岗岩地面晶硬处理CrystallizeMarble813.7PA保洁工PACleaner82-863.7.1棉尘推药剂处理SprayFloorDustRemoverontheMop823.7.2推尘（清洁大理石地面）DustRemovedFromFloor833.7.3清

38、洁各公共区域卫生CleaningthePublicAreas843.7.4洗手间日常清洁保养CleaningWashingRoom853.7.5客人醉酒呕吐处理DealingwithDrunkGuests863.8制服收发员UniformDeliveryMaid87-973.8.1新制服申领、发放Applingfor&GivingOutUniform873.8.2制服收发Counting&SendingUniform883.8.3交接制服TakingoverUniform893.8.4清点脏制服CountingDirtyUniform903.8.5核对接收已清洗制服CheckingUnifor

39、mCleaned913.8.6处理旧制服报损StepstoHandleUniformScraped923.8.7制服盘点InventoryingUniform933.8.8入店、离店人员领退制服Applingfor&ReturningUniformforStaff943.8.9制服收发员收尾FinishingWorkforUniformDeliveryMaid953.8.10缝补制服StepstoSewingUniform963.8.11缝纫机保养MaintainingSewingMachine973.9布草收发员LinenDeliveryMaid98-1023.9.1交接布草TakingOv

40、erlinen983.9.2布草领用ApplicationofLinen993.9.3交接餐饮、康乐织品TakingoverF&BandH&RDeptLinen1003.9.4发送客房布草SendingOutLinenofH.KDept1013.9.5布草盘点InventoryingLinen1023.10花房管理员Florist103-1053.10.1绿色植物保养PreservingGreenPlants1033.10.2保养公共区域插花PreservingFlowersinPublicArea1043.10.3送花SendingFlowers1053.11客衣服务员GuestClothe

41、sDeliveryMaid106-1143.11.1收包CollectingClothes1063.11.2点数CountingClothes1073.11.3打码MarkingonClothes1083.11.4叠衣FoldingClothes1093.11.5装包PackingClothes1103.11.6送衣SendingClothes1113.11.7处理遗留物品DealingwithPropertiesLeftbyGuests1123.11.8加快洗衣ExpressValetService1133.11.9贵宾洗衣VIPValetService1143.12大湿洗工Washer-l

42、argeItems115-1173.12.1客房、饮食布草洗涤LaunderingLinenF&B&H.KDept.1153.12.2使用大湿洗机UsingWashed-largeItemsMachine1163.12.3使用烘干机UsingDryMachine1173.13小湿洗工Washer-smallItems118-1233.13.1开机准备PreparationofTurningonMachine1183.13.2客衣检查、分类Checking&ClassifyingClothes1193.13.3客衣去迹RemoveStainFromClothes1203.13.4客衣洗涤Laun

43、deringGuestsClothes1223.13.5使用小湿洗机UsingWashed-SmallItemsMachine1233.14平烫工FlatWorkIronerTurningon124-1273.14.1开机准备PreparationofTurningonMachine1243.14.2熨烫口布、枕套IroningNapkin&Pillow-case1253.14.3熨烫布草（床单、台布）IroningLinen1263.14.4使用大烫机UsingFlatIroningMachine1273.15手烫工Presser128-1333.15.1岗位准备Preparation128

44、3.15.2熨烫西服上衣IroningSuit1293.15.3熨烫真丝服装IroningSilkClothes1303.15.4熨烫西裤IroningTrousers1313.15.5熨烫衬衫IroningShirt1323.15.6熨烫T恤衫IroningT-shirt1333.16干洗工Dry-cleaner134-1363.16.1使用干洗机UsingDry-cleaningMachine1343.16.2使用人像机UsingModelMachine1353.17布草折叠工LinenFoldingAttendant136管家部管理制度137-152MANAGEMENTSYSTENOFH

45、.KDEPT4.1管家部安全管理制度SafetyRegulation1374.2楼层客房安全管理制度SafetyRegulationofGuestRooms1384.3管家部卫生管理制度HygieneManagementRegulation1394.4管家部防火制度FirePreventionRegulation1414.5客人失窃处理制度HandlingGuestsReportofLoss1424.6客人急病处理制度RegulationonCaringforIllGuests1434.7客人醉酒处理制度CaringforDrunkGuestsRegulation1444.8客人携带宠物和易燃

46、易爆品处理制度HandlingPet&DangerousGoods1454.9客人带走客房物品处理制度HandlingRoomItemsTakedbyGuests1464.10来访人员登记制度VisitorRegistrationRegulation1474.11督导查房制度CaptainInspectingRoomRegulation1484.12洗涤房管理制度LaundryManagementRegulation1504.13树木花卉管理制度Plants&FlowersManagementRegulation1514.14草地保养管理制度LawnManagementRegulation15

47、2管家部运转表单153-188OPERATIONLISTOFH.KDEPT.第六编：餐饮部、FOOD&BEVERAGEDEPT餐饮部组织结构图1ORGANIZATIONCHAT第二章餐饮部各岗位职责2-39POSITIONRESPONSIBILITIESOFF&BDEPT2.1餐饮部经理F&BDept.Manager22.2秘书Secretary42.3中菜部经理ChineseRestaurantManager72.4中餐厅督导ChineseRestaurantCaptain92.5中餐引座员ChineseRestaurantHostess102.6中餐厅服务员ChineseRestauran

48、tWaiter/Waitress112.7宴会厅督导BanquetHallCaptain122.8宴会厅服务员BanquetHallWaiter/Waitress142.9宴会预订员BanquetReservationClerk152.10备餐间督导PantryCaptain162.11传菜员BussBoy172.12管事部督导StewardingCaptain182.13管事部仓库保管员StewardingStoreAttendant202.14管事部洗涤工StewardingDishwasher/Cleaner212.15西菜部经理WesternRestaurantManager222.1

49、6咖啡厅督导CafeteriaCaptain242.17扒房督导GrillCaptain272.18西菜部引座员WesternRestaurantHostess302.19咖啡厅、扒房服务员Cafeteria&GrillWaiter/Waitress322.20酒吧督导BarCaptain342.21酒吧吧员Bartender362.22大堂吧服务员LobbyBarman/Barmaid38餐饮部各岗位工作程序40-204STANDARDOPERATIONPROCEDUREOFF&BDEPT3.1着装到岗Grooming403.2中菜部督导ChineseRestaurantCaptain413

50、.3中菜部引座员ChineseRestaurantHostess493.4中餐零点服务ChineseA-La-CartService553.5宴会服务BanquetService723.6大宴会厅餐前准备BanquetHallMis-en-place843.7中餐宴会服务ChineseBanquetService873.8会议服务ConferenceService893.9管事部督导StewardingCaptain953.10仓库管理员StewardingStoreAttendant1023.11洗涤工StewardingDishwasher/Cleaner1123.12西菜部引座员West

51、ernRestaurantHostess1433.13西菜部服务员WesternRestaurantWaiter/Waitress1483.14西餐服务WesternFoodService1743.15订单员订单服务OrderTaker1773.16送餐员RoomServiceWaiter/Waitress1783.17调酒员Bartender1883.18托盘使用TrayServing1953.19布草更换LinenChanging1953.20玻璃器皿清擦GlasswarePolishing1963.21瓷器抛光ChinawarePolishing1963.22刀具抛光CutleryPol

52、ishing1973.23促销工作SalesPromotionSkills1973.24上错菜HandlingWrongOrder1983.25脏盘子撤下CleaningSoiledPlates1993.26为客人点烟LightingACigarette1993.27欢迎、道别Greeting&Farewell2003.28帮客人放置餐巾PuttingANapkin2003.29使用吐司机UsingTheBreadToaster2013.30清理、补充工作台Cleaning&ReplenishingASideBoardStation2013.31处理客人投诉HandlingAGuestComp

53、laint2023.32征询客人满意CheckingOnGuestSatisfaction2023.33撤换刀具CutleryRemoving2033.34使用咖啡机UsingACoffeeMachine204厨房各岗位职责205-233POSITIONRESPONSIBILITIESOFKITCHEN4.1行政总厨ExecutiveChef2054.2中厨房厨师长ChineseKitchenHeadChef2074.3中厨房点心督导PastryCaptain2084.4中厨房点心厨师PastryCook2094.5粗加工督导PrimaryProcessingCaptain2104.6粗加工厨

54、师VegetableProcessor&Butcher2114.7炉灶督导StoveCaptain2124.8炉灶厨师StoveCook2144.9烧味督导B.B.Q.Captain2154.10烧味厨师B.B.Q.Cook2164.11冷菜督导ColdFoodCaptain2174.12冷菜厨师ColdFoodCook2184.13打荷督导AssistantCaptain2194.14打荷厨师AssistantCook2204.15蒸灶督导SteamCaptain2224.16蒸灶厨师SteamCook2234.17切配督导ChopperCaptain2244.18切配厨师Chopper22

55、54.19西厨房厨师长WesternKitchenHeadChef2264.20冻房督导ColdFoodCaptain2274.21冻房厨师ColdFoodCook2284.22热厨房督导HotFoodCaptain2294.23热厨房厨师HotFoodCook2304.24初加工、切配厨师VegetableProcessor&Butcher2314.25包饼房督导BakeryCaptain2324.26包饼房厨师Baker233厨房各岗位工作程序234-252STANDARDOPERATIONPROCEDUREOFKITCHEN5.1蔬菜加工VegetablesProcessing2345.

56、2肉类加工MeatProcessing2345.3水产加工MarineLivesProcessing2355.4禽类加工PoultryProcessing2365.5原料订货MaterialOrder2375.6上浆工作StarchProcessing2385.7料头准备CondimentPreparing2385.8处理菜点退回厨房HandlingADishReturnToKitchen2395.9打荷工作Assistant2395.10切割工作FoodDicing&Processing2405.11切配工作Chopping2405.12炉灶工作Stove2415.13点心制作Pastry2

57、425.14冷菜制作ColdFood2435.15水果盘制作FruitCombination2435.16冻房督导ColdFoodCaptain2445.17冻房厨师ColdFoodCook2455.18热厨督导HotFoodCaptain2465.19热厨厨师HotFoodCook2475.20初加工、切配厨师VegetableProcessor&Butcher2485.21包饼房督导BakeryCaptain2495.22包饼房厨师Baker2505.23厨房卫生清洁KitchenHygiene2515.24厨房库存盘点WarehouseofKitchenInventory2515.25厨

58、房钥匙控制KeyofKitchenUnderControl2525.26厨房仓库领货控制TakingGoodsFromWarehouseofKitchen252第六章餐饮部管理制度253-263ADMINISTERSYTTEMOFF&BDEPT6.1订单Order2536.2休假Vacation2546.3物资调拨MaterialAllot2556.4物品领用审批及验收ArticleReceiving&Approved2566.5公关客人接待PublicRelationsReception2576.6员工培训StaffTraining2586.7会议Conference2586.8服务质量检查

59、ServiceQualityInspecting2596.9酒吧酒水盘存BeverageInventory2596.10酒吧酒水申领BeverageTaking2606.11银器SilverWare2606.12管事部库房贮发StewardingStocked2616.13餐厅交接班ShiftChanging2616.14餐厅纪律RestaurantDiscipline2626.15棉织品控制LinenControl2626.16厨房食品保藏FoodKeepInStore263第七章餐饮部运转表格264OPERATIONLISTOFF&BDEPT第七编：康体娱乐部、RECREATIONDEPT

60、第一章康体娱乐部组织结构图1ORGANIZATIONCHART第二章康体娱乐部各岗位职责2POSITIONRESPONSIBITIESOFH&RDEPT2.1康体娱乐部经理H&RDEPTManager22.2康体娱乐部秘书H&RDEPTSecretary32.3夜总会督导NightClubCaptain52.4夜总会音响师NightClubDJ62.5康体中心督导HealthCenterCaptain72.6康体中心员工HealthCenterAttendant82.7桑拿中心督导SaunaCenterCaptain92.8桑拿中心迎宾员SaunaCenterHostess102.9夜总会、桑