酒店客房管理流程制度 客房退房查房流程

1、國際酒店客房操作程序手冊Housekeeping客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國際酒店客房手冊International Hotel Room Handbook 酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項目。除了詳細(xì)了解顧客的最初喜好等，在貼身服務(wù)的過程中，貼身管家需從多方面仔細(xì)觀察客人的需求，如果提前發(fā)現(xiàn)客人下一步需要什么樣的服務(wù)，需立刻行動起來，讓客人還

2、沒提出要求就可以享受到貼心的服務(wù)。但是服務(wù)必須靈活，得按照一定的流程和規(guī)律，也要堅持原則，首先要衡量已入住的顧客所提出的要求是否合理，如不能違反國家法律相關(guān)規(guī)定、不能侵犯其他客人的正當(dāng)權(quán)益等；有特殊狀況發(fā)生時，需逐級請示，不能擅自向客人許諾或脫離工作范圍。如曾經(jīng)有一位客人要求貼身管家充當(dāng)昆明導(dǎo)游的身份，讓其帶他到昆明各風(fēng)景區(qū)旅游，但貼身管家說服客人可以安排專職導(dǎo)游，可以更好地提供專業(yè)和理想的服務(wù)，得到了客人的理解和支持客房退房查房流程A、客人退房a、如需提供行李整理和運(yùn)送服務(wù)，應(yīng)主動熱情地幫助辦理和聯(lián)系；b、如無其他服務(wù)要求，應(yīng)按送客服務(wù)流程在電梯口做好送客工作。B、檢查客房a、送別客人后，應(yīng)

3、迅速回客房檢查客人有無遺留物品和有否使用過小酒吧；如有遺留物品應(yīng)按客人失落物品處理流程準(zhǔn)確處理；如若使用過小酒吧，應(yīng)立即通知結(jié)帳處，并將酒水單填好送交結(jié)帳處。b、同時應(yīng)檢查客房設(shè)備和用品有無缺損，如有短缺或損壞，應(yīng)按賓客損壞或帶走酒店財物處理制度的規(guī)定，妥善做好工作，避免酒店利益受到損害。C、整理客房客人離店后，按客房清潔流程進(jìn)行清潔和整理，并達(dá)到規(guī)定的質(zhì)量標(biāo)準(zhǔn)。酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門英文縮寫總經(jīng)理辦公室:GM 人力資源部:HR 財務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:

4、HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場傳訊部MC酒店各職位英文縮寫GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FO-FRONT OFFICE 前廳部 FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 F&B-FOOD&BEVERAGE 餐

5、飲部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPARTMENT 財務(wù)部 FC-FINANCIAL CONTROLLER財務(wù)總監(jiān) 行政總廚 A.T.K Administrative total kitchen收益管理經(jīng)理 Revenue ManagerRECP-RECEPTION 接待處 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店職位英語 董事長 Board Chairman (Director)董事總經(jīng)理Managing Director經(jīng)濟(jì)師Economist首席會計師 Chief Acc

6、ountant總經(jīng)理General Manager副總經(jīng)理Deputy General Manager (Vice)駐店經(jīng)理Resident Manager總經(jīng)理行政助理Executive Assistant Manager總經(jīng)理秘書Executive Secretary總經(jīng)理室Executive Office (G.M office)機(jī)要秘書Secretary接待文員Clerk副總經(jīng)理Vice General Manager總經(jīng)理助理Assistant to General Manager總經(jīng)理秘書Secretary to General Manager行政秘書Executive Secre

7、tary人力資源部Human Resources Division人事部Personnel Department培訓(xùn)部Training Department質(zhì)檢部Quality Inspection Department員工關(guān)系部 Staffing Relationship Department人力資源開發(fā)總監(jiān)Director of Human Resources人事培訓(xùn)經(jīng)理 P&T Manager人事部經(jīng)理Personnel Manager培訓(xùn)部經(jīng)理Training Manager質(zhì)檢部經(jīng)理Quality Inspection Manager人事主任Personnel Officer福利勞資

8、員 Payroll Clerk培訓(xùn)主任Training Officer行政部主任 Executive Officer秘書Secretary員工事務(wù)長 Staff Purser車隊隊長 Driver Captain Chief Driver 員工宿舍管理員 Dormitory Keeper員工餐廳勤雜工 Staff Restaurant Cleaner司機(jī) Driver更衣室管理員：Staff Lockers Rooms Keeper翻譯兼英語教師：English Translator & Teacher 市場營銷部Sales & Marketing Division 銷售部Sales Depa

9、rtment公關(guān)部Public Relation Department市場營銷總監(jiān)Director of Sales and Marketing銷售部經(jīng)理Director of Sales公關(guān)經(jīng)理Public Relation Manager宴會銷售經(jīng)理Banquet Sales Manager銷售經(jīng)理Sales Manager宴會銷售主任Banquet Sales Officer銷售主任Sales Officer高級銷售代表 Senior Sales Executive 銷售代表 Sales Executive 公關(guān)代表 P.R. Representative 公關(guān)部經(jīng)理Public Rel

10、ation Manager公關(guān)部主任Public Relation Supervisor 高級客戶經(jīng)理Senior Account Manager資深美工Senior Artist美工Artist銷售部聯(lián)絡(luò)主任Sales Coordinator計劃財務(wù)部Finance and Accounting Division財務(wù)部Accounting Department成本部Cost-control Department采購部Purchasing Department審計部 Auditor Department 財務(wù)總監(jiān)Financial Controller (Director of Finance

11、)財務(wù)部經(jīng)理Chief Accountant成本部經(jīng)理Cost Control manager結(jié)帳經(jīng)理Cashier Manager信用審計經(jīng)理Credit Manager采購部經(jīng)理Purchasing Manager采購部主管Purchasing Officer 總出納Chief Cashier倉儲領(lǐng)班 Store Room Captain營業(yè)點(diǎn)結(jié)帳領(lǐng)班F&B Cashier Captain總臺結(jié)帳領(lǐng)班F/O Cashier Captain夜審計員 Night Auditor信用管理員Credit Clerk應(yīng)收款管理員 A/R Clerk往來款結(jié)算員Accounting Clerk收入費(fèi)用

12、結(jié)算員 Accounting Clerk成本核算員 Cost Clerk驗(yàn)貨員Receiving Clerk信息管理員Information System Clerk文員Secretary食品采購員Purchasing Clerk - F&B物資采購員Purchasing Clerk - Material食品保管員Storeroom Keep - F&B物資保管員 Storeroom Keep - Material餐廳收款員 F&B Cashier總臺收款員 F/O Cashier保健部技術(shù)經(jīng)理Health Technical Manager 保健部主管Health supervisor康樂部

13、Recreation and Entertainment Department舞臺總監(jiān)：Stage Performance Director 藝術(shù)總監(jiān)：Arts Director消防員：Fireman 拓展部經(jīng)理：Marketing Manager 樓面經(jīng)理：Service ManagerDJ部高級工程師：DJ Senior Engineer康樂主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞臺主任：Stage Performance Supervisor康樂領(lǐng)班(樓面部長)：Captain DJ部長：DJ Captain 舞廳服務(wù)員：Wa

14、iter/Waitress健身房服務(wù)員：Gymnasium Attendant桌球服務(wù)員：Billiard Attendant主持：Preside演員：Actor& Actress服務(wù)員：Waiter & WaitressDJ員：DJ咨客：Hostess房務(wù)部Room Division前廳部Front Office Department客房部（管家部）Housekeeping Department預(yù)訂部Reservation Department賓客關(guān)系主任Guest Relation Officer資深銷售中心預(yù)訂員Sales Center Senior Reservation Clerk銷

15、售中心主任Sales Center Supervisor禮賓部經(jīng)理Chief Concierge行李員Bellboy女禮賓員Door Girl禮賓司Door Man客房總監(jiān)Director of Housekeeping前廳部經(jīng)理Front Office Manager前廳部副經(jīng)理Asst . Front Office Manager 大堂副理Assistant Manager賓客關(guān)系經(jīng)理 Guest Relation Manager禮賓主管Chief Concierge客務(wù)主任Guest Relation Officer接待主管Chief Concierge接待員Receptionist 出

16、租車訂車員Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房務(wù)中心文員Room service Clerk 樓層主管Floor supervisor樓層領(lǐng)班Floor Captain客房服務(wù)員Room Attendant洗衣房經(jīng)理Laundry Manager 公衛(wèi)主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服務(wù)中心領(lǐng)班：Service Center Captain 公衛(wèi)領(lǐng)班：PA Captain

17、 水洗領(lǐng)班：Laundry Captain 干洗領(lǐng)班：Dry Clean Captain 布草領(lǐng)班：Uniforms Captain 倉管員：Store man 清潔工：P.A. Man 客房服務(wù)員：Room Attendant 縫紉工：Seamstress 熨燙工：Presser 洗滌工：Washer 餐飲部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department廚房部 Kitchen Department管事部 Steward Department餐飲總監(jiān)F&B Di

18、rector餐飲部經(jīng)理F&B Manager西餐廳經(jīng)理Western Restaurant Manager中餐廳經(jīng)理Chinese Restaurant Manager咖啡廳經(jīng)理Coffee Shop Manager餐飲部秘書F&B Secretary領(lǐng)班Captain迎賓員Hostess服務(wù)員Waiter ,Waitress傳菜Bus Boy, Bus Girl行政總廚Executive chef中廚師長Sous Chef(Chinese Kitchen)西廚師長Sous Chef(Western Kitchen)西餅主管Chief Baker點(diǎn)心工：Pastry Cook燒味廚師：Gril

19、l Chef廚工：Cook Assistant管事部：Steward Department 總管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清潔工：Cleaner宴會銷售部經(jīng)理：Banquet Sales Manager 宴會銷售主任：Banquet Sales Officer中餐部經(jīng)理：Chinese Restaurant Manager西餐部經(jīng)理：Western Restaurant Manager營業(yè)部經(jīng)理：Sales Manager酒水部經(jīng)理：Beverage Manager調(diào)酒師：Bartender 酒吧服務(wù)員：Barman 咖啡廳主管：Coffee Shop Supervisor 高級主管；Senior Supervisor 領(lǐng)班：Captain 高級服務(wù)員：Senior Waiter & Waitress 服務(wù)員：Waiter & Waitress咨 客：Hostess傳菜員：Pantry man實(shí)習(xí)生：Trainee工程部Engineering Department工程總監(jiān)Chief Engineer工程部經(jīng)理Engi