海德宝行政办STANDARD OPERATING PROCEDURE

1、Executive Office行政办公室Standard OperatingProcedure标准运作程序STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-001标准运作程序号码：21-EO-001Date:16 March, 2000日期：2000年3月16日SUBJECT: P & P DEPARTMENT MANUALS主题：部门政策和程序手册It is the Divis

2、ion Heads direct responsibility to ensure the P & P Manual in his department are: 部门总监的直接责任是确保他部门的政策和程序手册：Maintained in good order. 保持有序。Updated according to New Policies, S.O.P.根据新政策、标准运作程序更新。That you and all staff in your department understand clearly their responsibilities.你和你部门的员工都清楚地明白他们的职责。Tha

3、t this document remains in the Hotel and Office and not to be removed from the Hotel premises. 此文件保存在酒店和办公室内，不得带出酒店。That you take time to read this and absorb this information provided to you to assist you and your team to better manage your department and co-operate with your colleges.你花一些时间去阅读并吸收这

4、些信息，会帮助你和你的团队更好地管理你的部门及与其它同事 合作。File: 21-EO-001.doc 归档：21-EO-001,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-002标准运作程序号码：21-EO-002Date:16 March, 2000日期：2000年3月16日SUBJECT: EMPLOYEE ACCOUNTABILITY主题：员工职责Introduc

5、tion 介绍：All Hotel employees must be provided with a full orientation to the Company and induction to their department and Hotel this is the responsibility of the Division Head to follow up to ensure their employee is settled into their Job Role.酒店应给所有员工提供一个全面的关于公司、他们的部门和酒店的入职介绍。部门总监的职责是跟 进以确保他们的员工按照

6、其岗位要求完成工作。Procedure 程序：Additionally all employee must be given a copy of there: 另外，所有员工都应得到以下两项复印件：Job Description工作描述Job Specification or Checklist工作说明或检查清单These documents provide a clear guideline as to the employees day to day responsibilities and it is the Division Heads Responsibility to follow

7、 up and ensure it is updated when necessary. Finally the Policy and Procedure Manual and Standard Operating Procedure provides a guideline as to the Policy and Procedure of the Hotel, these P & P must be adhered to and any variation must be approved by the General Manager. Also it is important shoul

8、d any omitons or additional P & P or S.O.P. be required they must be directed through the Division Head to Financial Controller and General Manager for approval.以上两项为员工日常工作的职责提供了一个清楚的指导，部门总监的职责是跟进和确保在必要的时 候更新。政策和程序手册及标准运作程序为酒店政策和程序提供指导，这些政策和程序都必须遵 守，任何变更必须经总经理批准。另外，政策和程序或标准运作程序如需删除或增加也必须由部门 总监交财务总监和

9、总经理批准。File: 21-EO-002.doc 归档：21-EO-002,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-003标准运作程序号码：21-EO-003Date:16 March, 2000日期：2000年3月16日SUBJECT: 6 HOTEL KEY OBJECTIVES 主题：6项酒店核心目标Procedure 程序：The 6 Hotel Key O

10、bjectives are the means by which the Hotel Manages the day to day operations of the Hotel in order to meet our guests and owners expectations. As senior management it is your direct responsibility to ensure you lead by example adhere to these principles and culture.6项酒店核心目标的意义贯穿于酒店管理的日常运作中，其目的是为了满足我

11、们的顾客和业主的期 望。作为高级管理人员，你的职责是在这些方面树立良好的榜样。Nurturing and Developing Our People 培养扩大员工队伍Providing a good working environment, developing our key resources, our staff.提供一个良好的工作环境，培养我们的关键资源我们的员工。Product Presentation 酒店形象Taking responsibility for Hotel property and the way it is presented to our valued Gues

12、ts. Preventative maintenance to maintain the Hotel in good condition. Discipline of staff when acting in-appropriately.对酒店的财产负责，给我们尊贵的客人提供保持良好的运转状态的各项设施。必要时采取 适当的行为用纪律约束员工。Customer Service 礼貌服务Providing a warm and friendly environment for our valued guests, to have the ability to communicate with ou

13、r guests to attend to their needs, to lead by example and provide correct leadership to staff. This is one of most critical areas management should focus on.为我们尊贵的客人提供一个温馨、友好的环境，能够同我们的客人交流并注意到他们的需 要，为员工做榜样并提供正确的领导。这是管理层应注意的一个非常重要的地方。Revenue Management 效益管理To be a mover and shaker to drive sale daily

14、 with initiatives and pro-activeness. Ensure all revenue outlets have daily budget revenue targets, provide incentives and develop promotional concepts that will encourage guests to patronize our Hotel.鼓励大家主动和积极地进行每日销售。确保所有效益部门有每日效益目标，刺激和扩大促 销概念将会鼓励客人光顾我们的酒店。5.Cost Management 成本控制,5.No amount of adv

15、ertising, skills in Rooms, Food and Beverage, atmosphere, friendly service or marketing expertise will make any company a profit if costs are not at a level that enables bottom line profits.如果成本没有控制在一个相应的最低标准，任何广告、客房技巧、餐饮、环境、友好的服 务或销售策略都不会给任何一个公司带来效益。It is crucial that you implement strict control m

16、easures in your department that monitors:在你的部门执行严格的控制尺度是很重要的，关注以下方面：Electricity 电Gas 气Water 水Wastage / spoilage 浪费 / 损坏Breakage 破损Preventative measures on mechanical equipment.设备的预防措施Monitoring Our Competitors密切关注我们的对手This required careful consideration, you need to be aware of what is occurring in

17、the local market in all mediums:你要了解当地市场的所有媒体的现状，以下需仔细考虑：Newspapers 报纸Radio 广播TV电视Competitor Hotels 其它酒店The above to be monitored daily to ensure our strategies are effective is driving sales as well as controlling costs and manpower.以上需每日关注以确保我们的策略有效，进行销售且控制成本和人力。The above 6 Hotel Objectives are al

18、so stated in your department manual and it is management responsibility to support each other to achieve maximum results.以上6项酒店核心目标同样也在你部门的政策和程序手册中提到，管理层的职责是相互支持以获得 最大的成效。File: 21-EO-003.doc 归档：21-EO-003,文件 4STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Offic

19、e行政办公室21-EO-004ReferenceDept.:Executive Office行政办公室21-EO-004参考一部门：SOP No.:标准运作程序号码：21-EO-004Date:16 March, 2000日期：2000年3月16日SUBJECT: MEMORANDUMS主题：备忘录Procedure 程序:All Memos issued must be approved and endorsed by Division Heads prior to issuing. 所有发出的备忘录在发出之前都必须经部门总监批准和签字。Memos serve a purpose to of

20、ficially advise management and staff of certain aspects of: 备忘录应围绕以下各方面向管理层和员工建议：Policy changes政策改变Special events特殊事件General information 一般信息、Security issues安全问题When you are going to issue a Memorandum think carefully is it really necessary or can you discuss this with the department concerned.当你发放备

21、忘录时应仔细考虑是否真的有必要，或者可以只与相关的部门讨论。File: 21-EO-004.doc 归档：21-EO-004,文件 5STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Office行政办公室21-EO-005ReferenceDept.:Executive Office行政办公室21-EO-005参考一部门：SOP No.:标准运作程序号码：21-EO-005Date:16 March, 2000日期：2000年3月16日SUBJECT: MEETINGS

22、 MANAGEMENT / STAFF主题:管理层/员工会议Procedure 程序：Staff员工In order to ensure our meetings are productive and meaningful you need to ensure that prior to organizing a meeting you must consider these points:为确保我们的会议有效和有意义，在安排会议以前你要确保你已考虑了以下方面：Day and time.日期和时间。Content of meeting to advise those attending.告诉参

23、会者的会议内容。Ensure you come prepared with actions completed.确保你有备而来。You are on time.准时到会。Meetings must never interfere with busy periods in the Hotel.会议不得在酒店繁忙期召开。Must be on a time limit, such as Morning Briefs maximum 20 minutes.会议必须有时间限制，如早会最多20分钟。Weekly Division Head Meeting Minutes to be copied to G

24、eneral Manager for review.每周部门总监会议记录复印一份给总经理。Your meetings should follow the 6 Hotel Objectives.你的会议需遵守6项酒店核心目标。Critic Meeting 评论会议A Monthly Critic Meeting is held to review the profit and loss statement it is critical that Division / Departments Heads come prepare refer to objectives in P & P Manua

25、l.召开每月评论会议是为了回顾得失，对于部门总监/经理重要的是根据政策和程序手册目标做准 备。Should you requires further information refer to the department manual.你需要从部门政策和程序手册中获得更多的信息。File: 21-EO-005.doc归档：21-EO-005,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.

26、:21-EO-006标准运作程序号码：21-EO-006Date:16 March, 2000日期：2000年3月16日SUBJECT: HOLIDAYS FOR STAFF & MANAGEMENT主题：员工/管理层假期Procedure 程序：Staff员工All annual holidays for staff must be approved by Division Head and Financial Controller prior to being taken and duties to be reallocated.所有员工休年假前必须经部门总监和财务总监批准以便于妥善安排工

27、作。Management 管理层All annual holidays and R & R leave to be sent to General Manager, then Corporate Office for approval.所有年假和休闲假交总经理、管理公司批准。Senior management must produce a hand over schedule of duties to be carried out to General Manager for review and must ensure all is in order prior to leave.高级管理层

28、必须准备好工作交接并经总经理批准，确保离开前一切安排有序。File: 21-EO-006.doc 归档：21-EO-006,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Office行政办公室21-EO-007ReferenceDept.:Executive Office行政办公室21-EO-007参考一部门：SOP No.:标准运作程序号码：21-EO-007Date:16 March, 2000日期：2000年3月16日SUBJECT: COMPUTER SY

29、STEM DISKS AND HOTEL CONFIDENTIALITY主题：电脑系统软盘和酒店机密Procedure 程序:Computer Disks 电脑软盘All disks issued to each department is treated as stock and must be controlled by Division Head and Departments Heads to ensure they are not stolen or copied.所有发放到各部门的软盘都作为库存，部门总监和部门经理必须严格控制以防被窃或复 制。An inventory of dis

30、ks is to be conducted on a monthly basis to account for all Hotel disks.每月要列出软盘清单以便计算酒店所有软盘。Any disks that are faulty must be returned to Finance for recording.所有损坏软盘必须返还给财务部以做记录。It is the direct responsibility of Division Heads to ensure that Hotel documents remain the property ofHoi Tak Internatio

31、nal and that the steps below must be carried out to ensure this.部门总监的职责是确保酒店档案作为海德国际的固有财产，必须执行以下步骤：Ensure your departments have a system in place to lock away all documents in box file and is locked in filing cabinet, draws and not open to staff of anytime.确保你部门的所有档案放入文件夹中保存并锁在文件柜中，任何时候员工不得打开。When d

32、istributing Memos, Hotel computer reports and financial documents, you must ensure y( have a system in place to protect Hotel information not just for your department but the Hotel andCompany.当发放备忘录、酒店电脑报告和财务档案时，你必须确保你有固定的地方保护酒店信息， 不仅仅是你部门的还包括酒店和公司的。File: 21-EO-007.doc 归档：21-EO-007,文件STANDARD OPERAT

33、ING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Office行政办公室21-EO-008ReferenceDept.:Executive Office行政办公室21-EO-008参考一部门：SOP No.:标准运作程序号码：21-EO-008Date:16 March, 2000日期：2000年3月16日SUBJECT: HOTEL RECORDS主题:酒店记录It is Company Policy that the Hotel records listed below must be kept

34、for auditing purposes.公司的政策是下列酒店记录必须保存好以备审核：Guest registration cards.客人入住登记卡Reservations booking slips.预定登记卡Hotel invoices.酒店发票Bank statements.银行对帐单Financial reports.财务报表Payroll documents.工资册Hotel statement and dockets.酒店各类报表及帐单Staff personnel file.员工档案The above must be transferred from the related

35、departments at the end of each month for proper storage and filing.以上各项各相关部门必须在每月月底上交，以便归档。File: 21-EO-008.doc 归档：21-EO-008,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-009标准运作程序号码：21-EO-009Date:16 March, 2000日

36、期：2000年3月16日SUBJECT: END OF MONTH REPORT主题：月报Procedure 程序：As senior management you are required to produce an end of month report, that clearly states how your department performed compared to budget, but also what steps you propose to take to control costs and drive sales.The format has been provid

37、ed to you and is self-explanatory.作为高级管理人员，你需要完成每月月报，不但要对比预算明确标出你部门完成的情况， 而且要计划采取什么步骤控制成本和进行销售。月报的格式已提供给你。The report must be completed 8th of each month and passed onto the General Manager for his review.月报必须每月8号以前完成并上交总经理。Your comments and actions are to provide clear information and pro-active ste

38、ps you propose to take to ensure you achieve budget.你所提供的内容和行动要十分清楚，且你准备采取的积极计划以确保达到预算。File: 21-EO-009.doc 归档：21-EO-009,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Office行政办公室21-EO-010ReferenceDept.:Executive Office行政办公室21-EO-010参考一部门：SOP No.:标准运作程序号码：21-

39、EO-010Date:16 March, 2000日期：2000年3月16日SUBJECT: CO-ORDINATING WITH GOVERNMENT DEPARTMENTS主题：与政府部门协调工作The Government Co-ordinator is Responsible for co-ordinating between our Hotel and Governments toensure Hotels operation running smoothly. But it is also the Division Heads responsibility to fol ensur

40、e all issues related to their department are in accordance to the Local Laws.政府协调员的职责是负责酒店与各政府部门的协调工作，以确保酒店经营的正常进行。同时，部门总监的职责是跟进并确保本部门所有相关问题与当地法规一致。Tourist Administration Bureau:旅游局：Hotel rating appraisal;酒店的星级评定工作；Hotel foreign affairs approval;酒店的涉外审批；The guest complaints handling;宾客投诉的处理；Annual h

41、otel working appraisal;酒店年度工作评定；Submit the yearly statistical report.上报年度统计报告。Fire Prevention Bureau:消防部门：Approval of hotel fire control system before soft-opening;酒店开业前消防系统的审批；Annually check on fire control facilities.消防设施的年检。Hygiene Station:卫生检疫部门：Annual check and approval of hotels internal envir

42、onment;酒店内部环境、仪器的卫生和消毒、审批及年检；Annual check and approval of hotels water quality and cycle use system;酒店的水质及水循环系统和审批及年检；Annual check and approval of imported animals and plants;进口动、植物的审批及年检；Hygiene check of our hotel staff.酒店从业人员的健康检查。Cultural Administration Bureau:文化部门：Annual check and approval of ho

43、tel entertainment equipment and surrounding;对酒店娱乐设施及环境的审批及年检；Approve the contents of wired TV program.对酒店有线电视播放内容的审批。Public Security Bureau:公安部门：Approval of the hotel special industry;对酒店特种行业的审批；Approval of the hotel public place of entertainment;对酒店公共娱乐场所的审批；Approval of the Travel Security;对旅游安全的审批

44、；Supervise the foreign expatriate and their certificate;对外籍职员及其证件的管理；Supervise the foreign guests.对外籍宾客的管理。Labor Administration Bureau:劳动部门：A. Supervise the employment of foreigner.外籍职员的就业管理。Industry and Commercial Administration Bureau:工商部门：Annual appraisal and approval of business license;营业执照审批及年

45、检；Hotel other issues concerned.与酒店有关的其他事宜。Taxation Administration Bureau:税务部门：Annual appraisal and approval of taxation registration certificate;税务登记证的审批及年检；Hotel other issues concerned.与酒店有关的其他事宜。Environment Protection Administration Bureau:环保部门：A. Annual appraisal and approval of the remove pollut

46、ion system.对酒店排污系统的审批及年检。Tobacco Monopolize Administration Bureau:烟草管理部门：A. Approval of the hotel cigarettes.酒店销售各类烟草的审批手续。Coordinate and keep a closely relationship with other Government Depts. 与酒店相关的其他政府部门的协调，保持与政府部门的密切往来。Greeting the officers from Government Dept.迎接来自政府部门的官员。Work out and update t

47、he contact officers name list for management attention. 为了提醒酒店管理层的关注，应经常整理更新政府官员名单。File: 21-EO-010.doc归档：21-EO-0130文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-011标准运作程序号码：21-EO-011Date:16 March, 2000日期：2000年3月

48、16日SUBJECT: QUALITY ASSURANCE PROGRAM主题：质量保证程序Introduction 介绍：It is the direct responsibility of the Division Head to conduct an inspection of their department based on the format provided in the P & P Manual, this must be conduct every 6 weeks or at the middle of the month and no later than the 15t

49、hof each month.各部门总监的职责是在政策和程序手册提供的格式的基础上检查他们的部门，这需要每6个星期或 在月中并不迟于每月15日以前进行。Procedure 程序：This is to be conducted by Division Head, with Department Head concerned and where possible representative from Engineering and should cover issues such as:此程序由部门总监及相关部门经理并在可能的情况下有工程部人员的陪同下执行，应包括以下问 题：Maintenanc

50、e 维修Hygiene 卫生Storage of goods 货物贮藏Cost management 成本控制Product Presentation 酒店形象Once completed a copy to be passed onto respective department for follow up.一经完成递交有关部门跟进。As always it is the Division Heads responsibility to follow up and ensure all issues are attended and brought forward if not comple

51、ted.同样部门总监的责任是跟进并确保所有问题都考虑周全，并标出未完成部分。A copy to be given to General Manager for his review.复印一份送交总经理审阅。File: 21-EO-011.doc归档：21-EO-011,文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司ReferenceDept.:Executive Office参考一部门：行政办公室SOP No.:21-EO-012标准运作程序号码：21-EO-012Date:16 M

52、arch, 2000日期：2000年3月16日SUBJECT: HOTEL CONFIDENTIALITY OF DATA主题：酒店机密资料Introduction 介绍：It is the Division Heads direct responsibility to ensure all confidential material is secure and that no unauthorized personal have access to this.部门总监的职责是确保所有机密资料的安全及未经授权者不得翻阅。Procedure 程序When issuing memorandums

53、you must ensure that these are not left lying around for all to see and think carefully who you pass these onto.当发放备忘录时你必须确保不随意摆放让所有人都看到，并仔细考虑你将发放给谁。When reviewing Hotel revenue reports you must ensure these are locked away.你必须确保酒店效益报告已被锁好。At close of the day you must ensure no reports are left in y

54、our office on your desk but locked away securely.当下班时你必须确保没有文件留在你办公室的桌子上，且已安全的锁好。This is a serious issue not to be taken lightly, follow up on this daily.这是很严肃的问题，不得轻视，必须每天跟进。File: 21-EO-012.doc归档：21-EO-012.文件STANDARD OPERATING PROCEDURE标准运作程序Hoi Tak International (HK) Ltd.海德国际(香港)有限公司Executive Offi

55、ce行政办公室21-EO-013ReferenceDept.:Executive Office行政办公室21-EO-013参考一部门：SOP No.:标准运作程序号码：21-EO-013Date:16 March, 2000日期：2000年3月16日SUBJECT: BREAKAGE AND WASTAGE AND COST CONTROL主题：破损、浪费和成本控制Introduction 介绍：Daily cost control management is highly critical to the success of the Hotel in ensure.No amount of advertising, skills in Rooms, Food and Beverage, Atmosphere, Friendly service or Marketing expertise will make any company a profit if costs are not at a level that enables bottom line profit.每日成本控制是确保酒店成功非常重要的一点。如果成本没有控制在一个相应的最低标准，任何广告、客房技巧、餐饮、环境、友好的服务或销售 策略都不会给任何一个公司带来效益。Pr