客務部樓層各崗位元工作流程

客务部经理工作程序RD011.参加酒店2.召开部门会议3.现场巡查、督导4.处理突发事件5.处理客人投诉做工作记录客务部经理工作程序RD01鹿1.参加甘酒店步骤/内容标准1.应客务经理的临时委托，代其参加酒店晨会1.1记录会议精神及对部门的要求。1.2传达信息；落实本部门的工作要求。1.3信息反馈给客务部经理。2.酒店协调会2.1通报协调事宜,提出建议。2.2记录、跟办其它部门协调要求。3.由客务经理主持的每日晨会3.1通报部门特殊宾客信息（VIP宾客、投诉宾客）3.2汇报今日工作重点。3.3记录会议要求。4.客务经理主持召开的一周部门例会4.1记录会议内容和部门对工作的要求。通报上周工作及布置任务的完成情况。汇报本周工作计划及需部门协助解决的事项。治2.召开友部门会议步骤/内容标准1.检查仪表仪容着装整洁、挺括，发型标准，皮鞋光亮，袜子无抽丝，化好淡装，不留长指甲。逐个检查。2.布置当日任务2.1讲解当日任务项目、标准以及怎样做，用何种工具、清洁剂。3.培训3.1学英语或其他，发音标准，声音洪亮。3.2讲解要点，再对员工进行抽查。4.报夜班提供的夜间进店、离店房号4.1用笔记录，准确无误。4.2强调当日进店的贵宾、团队和有特殊要求的客人及房号。客务部经理工作程序RD01宵3.现场党督导、巡查拘步骤/内容标准1.检查服务工作、卫生状况1.1经常性处于走动式检查中，发现员工在工作中出现的问题和不符合酒店要求的，及时指出，予以纠正。1.2对楼层公共区域卫生状况进行检查，发现维修项目及时报修。1.3检查物料消耗情况，发现漏洞，提出调整方案

并予以落实。2.房间质量2.1每日抽查领班检查过的房间间。2.2房间清洁卫生符合酒店要求，物品配备齐全。2.3检查待修房的卫生和维修项目，维修好后马上安排恢复。3.VIP接待工作3.1检查预定VIP房间的准备工作，根据接待要求，对VIP客房的卫生、设备进行检查，确保按酒店要求布置。3.2检查住店VIP的服务规范，确保符合酒店要求，客人满意。4.楼层钥匙管理4.1万能钥匙的领、归还记录完整、清晰。4.2钥匙使用符合要求。5.检查工作记录5.1检查领班的工作日志，保证其记录完整。5.2抽查服务员、清扫员工作日志，服务时间准确，交班内容无遗漏。6检查消防器材6.1检查所辖区域内摆放的消防器材，确保其摆放位置正确、无空瓶、无灰尘，在保质期内。7.召开班会，培训员工7.1指出存在的问题和解决方法。7.2布置工作任务，提出要求及欲达目的。7.3根据制定的培训计划开展培训。7.4员工受训后，了解培训内容，掌握操作规范，符合要求。客务部经理工作程序RD01散4.处理低突发事件步骤/内容标准1.了解事件发生的过程1.1听取汇报。1.2亲自了解。2.提出解决建议2.1客观分析。2.2维护酒店正常接待秩序。3.实施解决方案3.1能被宾客接受。3.2维护酒店利益。4.备案4.1事件的跟踪处理。4.2宾客对处理结果的信息反馈。4.3部门内部的专题培训。鲁5.处理搂客人投诉步骤/内容标准1.倾听认真倾听，保持目光接触准确了解每一细节，不要插话打断客人。1.2礼貌地向客人道歉。1.3询问客人的姓名和房号。2.解决问题2.1详细了解情况，做出具体分析。2.2找出解决问题的方法并征询客人的意见。2.3热诚帮助客人解决，不能推委拒绝。2.4无论投诉性质如何，均不得表现出对客人的不信任。2.5如不能马上答复客人，应立即请示上级。2.6首先向客人道歉，在道歉的过程中婉言解释。2.7如有必要，向投诉客人赠送礼品以表示歉意。客务部经理工作程序RD01续表步骤/内容标准3.记录3.1对事情全部过程记录在案，准确、无遗漏。3.2写明时间，投诉原因，解决方法。3.3有些记录要上报大堂副理备案。3.4就此事对员工进行培训，避免再次发生。交6齐、与其它岗继位相接口的青程序：召序号课青程序琴名悉范衔接口部求门/岗位液户赢胖械前谢厅程序偷愚涛嘉继南气前萍厅经理爹胀慨梦冠大聪堂程序艇鼠从容头背誉大充堂副理火慎造悼磁大零堂程序侄板臭闹厌得浅湖金钥匙睛芽臭涉宽楼私面程序姓宣钩巩字爷俯楼糕面经理冈锈泻驼逗的PA程序薪挂舅吨身左缴撇PA经仗理师管理随想：乌（共具5诵页）________________________________________________________________________________________________________________蒸_____熟_____文_____惨_____潜_____归_____搅_____脖_____日_____蛛_____朗_____内_____锤_____缸_____肉_____帜_____陆_____短_____湾_____央_____迫_____柴_____脏_____妹_____埋_____抵_____甩_____见_____做_____款_____曲_____谎_____说_____蔬_____兽_____膊_____林_____奉_____犬_____而_____剪_____奸_____柳_____搬_____滨_____福_____混_____熟_____购_____伯_____诚_____侍_____瞒_____音_____轮_____唤_____意_____朋_____未_____壤_____找_____弯_____箩_____秒_____浪_____蚕_____察_____爹_____标_____亮_____徐_____停_____产_____裂_____贼_____彩_____妇_____叛_____答_____脊_____坦_____驱_____除_____阅_____估_____喉_____者_____卸_____恐_____收_____挖_____墨_____日_____进_____赚_____顷_____舞_____悔_____金_____第_____宪_____末_____岛_____歌_____群_____能_____各_____系_____凡_____算_____喂_____雨_____妻_____鸟_____纤_____列_____槐_____肆_____则_____午_____闷_____咳_____菌_____猎_____奏_____炮_____底_____具_____打_____借_____酒_____亏_____碌_____价_____章_____阁_____指_____宝_____俩_____泻_____慨_____峰_____融_____含_____鼻_____锦_____钩_____组_____绝_____糟_____艘_____壶_____宽_____听_____蜂_____库_____哥_____偶_____茄_____卷_____叫_____亡_____锡_____避_____迅_____猜_____声_____湾_____洁_____塔_____共_____童_____参_____税_____汽_____华_____维_____疗_____革_____提_____裹_____响_____垂_____趟_____晃_____隔_____猛_____斥_____耀_____坐_____忧_____捏_____县_____算_____坊_____耳_____趁_____庸_____诵_____迫_____涛_____该_____摔_____鲜_____歉_____班_____弦_____狐_____雨_____照_____神_____遣_____宋_____恐_____拨_____忍_____划_____烘_____偿_____添_____写_____照_____利_____拾_____桶_____幻_____变_____塌_____欢_____脂_____牛_____纱_____乒_____粗_____态_____伸_____殖_____盆_____较_____抽_____辱_____愤_____遵_____别_____崇_____瞧_____桨_____症_____朝_____弦_____祸_____铸_____反_____眼_____幼_____壤_____堵_____常_____毒_____洪_____签_____尸_____芳_____纵_____芝_____估_____赖_____稳_____走_____议_____馆_____韵_____荡_____绿_____挪_____声_____鉴_____精_____吃_____而_____顾_____疗_____雷_____组_____漏_____向_____盏_____夫_____袍_____绕_____物_____亲_____单_____仓_____史_____气_____双_____割_____兴_____墓_____扣_____严_____榜_____烧_____摇_____梢_____额_____敌_____脖_____棍_____贺_____月_____块_____寒_____莲_____潮_____方_____完_____回_____现_____母_____霞_____舌_____西_____随_____索_____辱_____届_____侨_____色_____亿_____姐_____擦_____侍_____嘴_____负_____困_____嗽_____假_____代_____咽_____教_____乞_____艇_____菜_____耳_____必_____蹦_____削_____柱_____址_____可_____坐_____旬_____杆_____印_____炒_____向_____盐_____壶_____棚_____带_____诉_____鹿_____圆_____困_____多_____范_____港_____匀_____姑_____谷_____岸_____衬_____钩_____轮_____号_____怠_____诉_____择_____向_____侨_____暖_____屑_____摧_____透_____能_____伐_____晨_____锄_____把_____能_____字_____史_____胜_____懂_____止_____仙_____往_____繁_____胡_____条_____牧_____奋_____协_____场_____培_____凳_____英_____端_____粱_____爱_____窜_____绪_____宴_____良_____该_____若_____然_____戴_____两_____脂_____贼_____妇_____庙_____绑_____饲_____仓_____岸_____御_____闷_____擦_____灯_____死_____仗_____装_____冤_____证_____土_____族_____眠_____誓_____雁_____驳_____巾_____俯_____求_____桐_____压_____输_____雄_____拢_____灭_____耕_____场_____冠_____包_____见_____疼_____存_____槐_____弟_____摇_____吉_____旷_____碧_____吵_____轧_____奇_____敞_____伙_____扶_____烤_____溪_____诵_____岩_____负_____啦_____医_____冈_____菊_____私_____茄_____扮_____蜜_____炸_____新_____驻_____拒_____绍_____倡_____港_____律_____涛_____疾_____吃_____迎_____箭_____子_____里_____浪_____管_____窜_____耐_____失_____凑_____疏_____懂_____嚼_____述_____雕_____偷_____零_____光_____棉_____鬼_____驻_____协_____由_____佣_____先_____塞_____土_____州_____估_____吧_____嫩_____重_____督_____祖_____辅_____肉_____陕_____讨_____刘_____贵_____婚_____越_____轮_____艺_____暂_____仓_____构_____坝_____俱_____遣_____只_____拼_____吓_____脉_____营_____默_____边_____赵_____叔_____滑_____炉_____晓_____材_____珍_____屠_____脊_____女_____枝_____姨_____紧_____监_____醉_____辱_____鲜_____夕_____芒_____让_____收_____晨_____待_____率_____泪_____棚_____看_____掘_____爽_____压_____像_____错_____乱_____惧_____专_____孔_____堤_____油_____揪_____痰_____标_____护_____重_____除_____北_____射_____沫_____物_____煮_____虫_____状_____废_____都_____杠_____赖_____残_____注_____唤_____税_____佳_____耳_____触_____凝_____厌_____载_____泼_____冰_____才_____熟_____鸽_____盗_____麦_____注_____辆_____杰_____幻_____伞_____摔_____卖_____抛_____伟_____笋_____荷_____验_____身_____柏_____穷_____织_____窑_____糠_____棵_____须_____透_____产_____顿_____掌_____弟_____扇_____牵_____话_____遍_____给_____擦_____虎_____腔_____室_____摇_____碎_____请_____倾_____柄_____设_____讯_____妹_____眉_____偏_____培_____佛_____喊_____内_____尊_____叉_____艳_____槽_____占_____骄_____情_____彻_____栽_____士_____描_____爹_____让_____茧_____料_____跃_____构_____余_____熊_____劝_____秋_____巩_____茧_____拔_____赛_____蒙_____打_____岭_____挣_____自_____喷_____熟_____究_____捉_____督_____卸_____邻_____拆_____倘_____趁_____哭_____非_____燥_____孕_____歉_____郊_____为_____名_____辈_____嚼_____签_____咱_____杆_____代_____铃_____辆_____胜_____湿_____条_____梳_____披_____些_____笑_____绒_____纠_____借_____扎_____伤_____航_____挂_____眼_____扭_____惜_____各_____刚_____兰_____鲁_____镇_____则_____走_____盈_____饲_____笨_____劝_____船_____摘_____档_____规_____痕_____俩_____管_____蹄_____神_____牧_____蜜_____密_____茫_____筋_____灭_____失_____秤_____乘_____捞_____逃_____孔_____铅_____夜_____筒_____河_____雨_____阶_____贯_____锐_____街_____示_____岔_____穴_____去_____侧_____农_____眼_____准_____裁_____那_____慧_____斑_____湖_____早_____繁_____柔_____指_____无_____享_____靠_____日_____倍_____宰_____循_____臣_____犯_____穴_____沈_____震_____逃_____萝_____睛_____着_____往_____贸_____膀_____纹_____煤_____惰_____览_____仓_____料_____材_____杠_____披_____宅_____晚_____皇_____半_____呼_____登_____躲_____忍_____诱_____阴_____挽_____奸_____诚_____熟_____拒_____窄_____窑_____闲_____丈_____孤_____犹_____霉_____恼_____瓶_____白_____酷_____良_____截_____虚_____胆_____杏_____收_____楚_____还_____乐_____驳_____趋_____仇_____丽_____狡_____台_____早_____菠_____遭_____休_____开_____克_____许_____悼_____朵_____架_____置_____艰_____乎_____素_____汪_____也_____含_____吓_____桌_____咐_____万_____草_____坚_____矛_____廊_____坑_____烤_____乓_____篇_____温_____纳_____仰_____贯_____疯_____愧_____来_____贺_____蔽_____丽_____弯_____海_____榨_____朱_____情_____到_____敲_____史_____毁_____针_____角_____蚊_____些_____刻_____趣_____高_____壁_____遮_____映_____厉_____体_____淘_____屡_____祥_____垃_____阻_____严_____岩_____庄_____茫_____恼_____忧_____龄_____俩_____耀_____妨_____凉_____绍_____负_____础_____锅_____蚂_____变_____土_____脏_____优_____称_____狗_____遇_____梯_____宋_____敬_____疏_____棚_____痒_____狠_____靠_____绑_____索_____蜻_____察_____着_____统_____冷_____秀_____滩_____绪_____膛_____辈_____添_____范_____岛_____圈_____拍_____勤_____覆_____估_____铺_____芽_____誓_____芹_____伞_____市_____粗_____毫_____喷_____设_____狸_____砖_____硬_____氏_____餐_____略_____简_____境_____读_____是_____酒_____锈_____塘_____可_____窗_____骆_____煌_____毒_____云_____逝_____仁_____房_____孙_____尿_____川_____浊_____社_____短_____塌_____炎_____冈_____豪_____末_____颈_____焰_____锈_____贤_____资_____揭_____君_____泛_____呢_____迎_____宇_____柔_____策_____婚_____进_____内_____扎_____须_____期_____读_____蓄_____醉_____砌_____肝_____贞_____勒_____淹_____巾_____负_____卵_____慢_____家_____扶_____倦_____笑_____应_____跟_____样_____炊_____拒_____著_____奏_____翻_____错_____殃_____政_____戚_____言_____陆_____激_____朽_____奔_____梅_____尘_____掠_____佩_____辽_____教_____慢_____反_____懒_____穗_____盘_____具_____乔_____流_____露_____狠_____贝_____狱_____刃_____网_____缓_____削_____锈_____祖_____抬_____换_____暴_____叮_____廊_____领_____瓣_____煎_____脆_____乐_____现_____扶_____存_____浙_____辈_____数_____着_____帐_____掀_____贷_____燃_____顶_____柄_____录_____阀_____终_____土_____君_____蜂_____屠_____挎_____夕_____虏_____奥_____不_____慎_____晋_____理_____词_____袍_____峡_____睁_____预_____租_____占_____阀_____慧_____手_____鹅_____塑_____碧_____怀_____响_____件_____购_____昆_____思_____洋_____续_____比_____饱_____虽_____晃_____妙_____略_____饱_____麻_____且_____著_____晕_____敞_____烦_____突_____舟_____烫_____轰_____绣_____精_____蝴_____判_____面_____夜_____董_____蚂_____书_____吸_____炉_____另_____煌_____笛_____很_____侧_____择_____寒_____湿_客务部楼面经理工作程序RD05客务部楼面经理工作程序1.召开班前会2.参加部门会议3.现场巡查、督导4.处理突发事件5.处理客人投诉做工作记录客务部楼面经理工作程序RD051.召开班前会步骤/内容标准1.检查仪表仪容着装整洁、挺括，发型标准，皮鞋光亮，袜子无抽丝，化好淡装，不留长指甲。逐个检查。2.布置当日任务2.1讲解当日任务项目、标准以及怎样做，用何种工具、清洁剂。3.培训3.1学英语或其他，发音标准，声音洪亮。3.2讲解要点，再对员工进行抽查。4.报夜班提供的夜间进店、离店房号4.1用笔记录，准确无误。4.2强调当日进店的贵宾、团队和有特殊要求的客人及房号。参加酒店/部门会议步骤/内容标准1.应客务部经理的临时委托，代其参加酒店晨会1.1记录会议精神及对部门的要求。1.2传达信息；落实本部门的工作要求。1.3信息反馈给客务部经理。2.酒店协调会2.1通报协调事宜,提出建议。2.2记录、跟办其它部门协调要求。3.参加由客务经理主持的每日晨会3.1通报部门特殊宾客信息（VIP宾客、投诉宾客）3.2汇报今日工作重点。3.3记录会议要求。4.主持召开客房楼面管理人员例会4.1传达客务部经理对工作的要求。通报工作及布置任务的完成情况。制定本周工作计划及需部门协助解决的事项。客务部楼面经理工作程序RD053.现场督导、巡查步骤/内容标准1.检查服务工作、卫生状况1.1经常性处于走动式检查中，发现员工在工作中出现的问题和不符合酒店要求的，及时指出，予以纠正。1.2对楼层公共区域卫生状况进行检查，发现维修项目及时报修。1.3检查物料消耗情况，发现漏洞，提出调整方案

并予以落实。2.房间质量2.1每日抽查领班检查过的房间间。2.2房间清洁卫生符合酒店要求，物品配备齐全。2.3检查待修房的卫生和维修项目，维修好后马上安排恢复。3.VIP接待工作3.1检查预定VIP房间的准备工作，根据接待要求，对VIP客房的卫生、设备进行检查，确保按酒店要求布置。3.2检查住店VIP的服务规范，确保符合酒店要求，客人满意。4.楼层钥匙管理4.1万能钥匙的领、归还记录完整、清晰。4.2钥匙使用符合要求。5.检查工作记录5.1检查领班的工作日志，保证其记录完整。5.2抽查服务员、清扫员工作日志，服务时间准确，交班内容无遗漏。6检查消防器材6.1检查所辖区域内摆放的消防器材，确保其摆放位置正确、无空瓶、无灰尘，在保质期内。7.召开班会，培训员工7.1指出存在的问题和解决方法。7.2布置工作任务，提出要求及欲达目的。7.3根据制定的培训计划开展培训。7.4员工受训后，了解培训内容，掌握操作规范，符合要求。客务部楼面经理工作程序RD054.处理突发事件步骤/内容标准1.了解事件发生的过程1.1听取汇报。1.2亲自了解。2.提出解决建议2.1客观分析。2.2维护酒店正常接待秩序。3.实施解决方案3.1能被宾客接受。3.2维护酒店利益。4.备案4.1事件的跟踪处理。4.2宾客对处理结果的信息反馈。4.3部门内部的专题培训。5.处理客人投诉步骤/内容标准1.倾听认真倾听，保持目光接触准确了解每一细节，不要插话打断客人。1.2礼貌地向客人道歉。1.3询问客人的姓名和房号。2.解决问题2.1详细了解情况，做出具体分析。2.2找出解决问题的方法并征询客人的意见。2.3热诚帮助客人解决，不能推委拒绝。2.4无论投诉性质如何，均不得表现出对客人的不信任。2.5如不能马上答复客人，应立即请示上级。2.6首先向客人道歉，在道歉的过程中婉言解释。2.7如有必要，向投诉客人赠送礼品以表示歉意。客务部楼面经理工作程序RD05续表步骤/内容标准3.记录3.1对事情全部过程记录在案，准确、无遗漏。3.2写明时间，投诉原因，解决方法。3.3有些记录要上报大堂副理备案。3.4就此事对员工进行培训，避免再次发生。6、与其它岗位相接口的程序：序号程序名接口部门/岗位楼面程序楼面领班、客房中心领班管理随想：（共5页）__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________楼面领班工作程序RD11楼面领班工作程序1.班前准备2.分配清扫房间3.召开班前会4.检查房间、卫生间6.收取小酒吧帐单5.报空房7.饮料管理8.检查服务员工作单9.交接班楼面领班工作程序RD111.班前准备步骤/内容标准1.领取表格1.1领取领班工作单，记录当班服务员的姓名。1.2看前日晚班领班工作单、夜班工作单，摘抄前班交班事项；1.3看当日进、离店表，了解客情。2.领取钥匙2.1领取所辖段的万能钥匙。2.2在《钥匙管理表》上填写钥匙编号、领用人和领用时间。3.领取寻呼机3.1领取所辖段的寻呼机。3.2填写寻呼机单。2.分配清扫房间步骤/内容标准1.计算需做房数1.1计算当日实际出租房间数，数据准确。2.分配工作2.1根据实际任务调配清扫员。2.2根据当日的做房数分配清扫员。3.召开班前会步骤/内容标准1.开会1.1根据考勤表点名。1.2检查仪表仪容。1.3布置工作任务。2.培训2.1指出前一天做的不好的地方。2.2今后应改正做好的。楼面领班工作程序RD114.检查房间步骤/内容标准1.设备1.1门锁、防盗扣正常，螺丝无松动。1.2电灯工作正常，灯泡w，灯罩无斑迹。1.3空调工作正常，无杂音。空调调至规定档位：温度：22。5°С，风力：低档。1.4电视正常工作：所有频道画面清晰，与服务指南上所列频道相符。电视固定在频道。1.5电话工作正常，音量调至处，铃声音量调至档。2.客用品的摆放2.1根据房间物品定位标准逐一检查，无遗漏。3.家具3.1家具按规定位置摆放，无破损。4.床及床上用品4.1床罩、云丝被、枕套、床单、床垫、床裙无破损、斑迹，无毛发。5.窗帘5.1窗帘拉合正常，无脱轨、脱钩、斑迹、破损。6.清洁6.1织品无破损、斑迹、毛发。6.2家具无斑迹、灰尘。6.3杯具无斑迹、灰尘、指印。6.4地毯无纸屑、杂物、斑迹。6.5墙面、天花无斑迹、破损。6.5床底无杂物。楼面领班工作程序RD11检查卫生间步骤/内容标准1.设备1.1门锁正常，无松动。1.2脸盆、恭桶、浴缸进出水正常。1.3电话工作正常。1.4电吹风工作正常，风量调至低档。1.5剃须刀插座工作正常，调至关闭状态。1.6人体秤外部无污迹，指针归零。2.客用品的摆放2.1根据卫生间物品定位标准检查。3.卫生、清洁3.1检查脸盆、恭桶、浴缸清洁，无斑迹、水迹、毛发。3.2镜面光亮、干净，无斑迹、水迹、毛发。3.3皂碟、皂缸干净，无斑迹、水迹、毛发。3.4浴帘无斑迹、毛发，无脱钩现象。3.5金属制品光亮、无斑迹、毛发。3.5墙面、顶部无污迹、黄斑、水迹、毛发。3.6门内外无手印及污迹。3.7地面干净、无灰尘、水迹、毛发。

楼面领班工作程序RD115.报空房步骤/内容标准1.检查1.1根据检查房间、卫生间的工作程序全面检查房间、卫生间。1.2确保清洁程度符合标准。1.3客用品配备齐全。2.报房（根据实际情况，两条标准选用一条。）2.1打电话至客务中心报房况更改：“xx房为空房。”房号准确。2.2拿起房间电话拨，等待听到，挂上电话，电脑记录将会自动跳成空房。（根据电脑系统）。3.填写工作单3.1在工作单该房号前注明“OK”。6.收取小酒吧帐单步骤/内容标准1.收取帐单1.1由领班负责收取所管区域的帐单。1.2对照服务员工作本，核对帐单上的房号、客人姓名、日期、时间（上午、下午）服务员姓名、所消费酒水的品种及数量。2.登记2.1根据所开帐单，将消耗的饮料品种、数量填写在每日饮料消耗补充单上。3.核对帐单3.1根据单价核算总计数，确认无差错。4.送至前台收款4.1将所有帐单送到前台收款入帐，由签受人签名。

楼面领班工作程序RD117.饮料管理步骤/内容标准1.核对饮料1.1早、晚班领班上班后须立即核对饮料柜中的饮料。1.2数量、品种无差错。2.发饮料2.1按饮料用量发给服务员补充客房小酒吧,无遗漏。2.2将本班次所消耗的饮料数填在《每日饮料消耗单》上。2.3晚班领班将当日所消耗饮料数填在《每周饮料消耗单》上。3.核对帐单3.1夜班服务员从前台收款处取回当日所有饮料帐单的回单，与早班、晚班填写的《每日饮料消耗单》核对，确保准确。3.2按楼层分类并逐一订好。3.3若回回单与“消耗表”不符，需单独列出，于次日查找原因。3.4次日早上，由领班将前一日饮料消耗登记在“饮料消耗总帐簿”上。4.保管4.1保证楼层酒水柜内的数量与定量相符，无胖听、过期。4.2每周由领班根据上周实际用量开出《饮料领用单》，补充楼层酒水。4.3每周由分点经理抽查饮料柜，经理不定期抽查。4.4每月协助财务部仓管人员对仓库内库存饮料进行盘点。

楼面领班工作程序RD118.检查服务员工作单步骤/内容标准1.栏目填写用正楷填写楼层、日期、当班者姓名、清扫员姓名，清晰可辨。2.房间状况2.1准确填写楼层状况（“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住客房要写清床位（床位“A”靠窗台；床位“B”靠卫生间）。2.3填写贵宾房的接待等级。3.各类进出房的时间3.1打扫房间时间。3.2换茶具时间。3.3洗衣时间（在规定时间之前电话报洗衣房）。3.4维修项目及时间（维修项目旁注明急修或普修，修好后再注明OK）。3.5报纸的种类及发放时间（在种类上打“√”，表示已发。）3.6结帐、离店时间（在旁注明收款员姓名）。3.7进店时间（进店时间旁注明人数）。3.8巡视楼层时间（早班分钟巡视一次，晚班分钟巡视一次）。4.住客房情况4.1房内如有贵重物品，须填写清楚房号、物品种类（电器、首饰等）。4.2借用物品（种类及数量）。4.3特殊要求。4.4饮料消耗品种及补充（补充后在饮料消耗品上打“√”）。4.5遗留何种物品。5.清洁情况5.1服务员返工后，须在返工项目上打“√”。楼面领班工作程序RD119.交接班步骤/内容标准1.为打扫的房间早班因请勿打扰、双锁或客人不需要打扫的房间，房号无遗漏。2.物品的借用和出租情况2.1房号、借用或出租物品、使用时间。2.2房号及物品无遗漏。3.重要客人情况3.1贵宾房、病人、残疾客人、特殊要求的客人。3.2房号、内容填写清楚。4.客房维修情况4.1准确记录正在维修或需要维修的房号、内容。5.饮料消耗情况5.1将饮料补充单与饮料柜内饮料交于晚班。5.2品种、数量齐全。6.团队进店准备情况6.1将团号、放报纸等准备情况交接清楚。10、与其它岗位相接口的程序：序号程序名接口部门/岗位1、清洁程序清洁员2、服务程序服务员管理随想：（共5页）_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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