客務(wù)部經(jīng)理工作程序文件

...頁腳..頁腳...頁腳.客務(wù)部經(jīng)理工作程序RD011.參加酒店2.召開部門會議3.現(xiàn)場巡查、督導4.處理突發(fā)事件5.處理客人投訴做工作記錄客務(wù)部經(jīng)理工作程序RD011.參加酒店步驟/內(nèi)容標準1.應(yīng)客務(wù)經(jīng)理的臨時委托，代其參加酒店晨會1.1記錄會議精神及對部門的要求。1.2傳達信息；落實本部門的工作要求。1.3信息反饋給客務(wù)部經(jīng)理。2.酒店協(xié)調(diào)會2.1通報協(xié)調(diào)事宜,提出建議。2.2記錄、跟辦其它部門協(xié)調(diào)要求。3.由客務(wù)經(jīng)理主持的每日晨會3.1通報部門特殊賓客信息（VIP賓客、投訴賓客）3.2匯報今日工作重點。3.3記錄會議要求。4.客務(wù)經(jīng)理主持召開的一周部門例會4.1記錄會議內(nèi)容和部門對工作的要求。通報上周工作及布置任務(wù)的完成情況。匯報本周工作計劃及需部門協(xié)助解決的事項。2.召開部門會議步驟/內(nèi)容標準1.檢查儀表儀容著裝整潔、挺括，發(fā)型標準，皮鞋光亮，襪子無抽絲，化好淡裝，不留長指甲。逐個檢查。2.布置當日任務(wù)2.1講解當日任務(wù)項目、標準以及怎樣做，用何種工具、清潔劑。3.培訓3.1學英語或其他，發(fā)音標準，聲音洪亮。3.2講解要點，再對員工進行抽查。4.報夜班提供的夜間進店、離店房號4.1用筆記錄，準確無誤。4.2強調(diào)當日進店的貴賓、團隊和有特殊要求的客人及房號?？蛣?wù)部經(jīng)理工作程序RD013.現(xiàn)場督導、巡查步驟/內(nèi)容標準1.檢查服務(wù)工作、衛(wèi)生狀況1.1經(jīng)常性處于走動式檢查中，發(fā)現(xiàn)員工在工作中出現(xiàn)的問題和不符合酒店要求的，及時指出，予以糾正。1.2對樓層公共區(qū)域衛(wèi)生狀況進行檢查，發(fā)現(xiàn)維修項目及時報修。1.3檢查物料消耗情況，發(fā)現(xiàn)漏洞，提出調(diào)整方案

并予以落實。2.房間質(zhì)量2.1每日抽查領(lǐng)班檢查過的房間間。2.2房間清潔衛(wèi)生符合酒店要求，物品配備齊全。2.3檢查待修房的衛(wèi)生和維修項目，維修好后馬上安排恢復(fù)。3.VIP接待工作3.1檢查預(yù)定VIP房間的準備工作，根據(jù)接待要求，對VIP客房的衛(wèi)生、設(shè)備進行檢查，確保按酒店要求布置。3.2檢查住店VIP的服務(wù)規(guī)范，確保符合酒店要求，客人滿意。4.樓層鑰匙管理4.1萬能鑰匙的領(lǐng)、歸還記錄完整、清晰。4.2鑰匙使用符合要求。5.檢查工作記錄5.1檢查領(lǐng)班的工作日志，保證其記錄完整。5.2抽查服務(wù)員、清掃員工作日志，服務(wù)時間準確，交班內(nèi)容無遺漏。6檢查消防器材6.1檢查所轄區(qū)域內(nèi)擺放的消防器材，確保其擺放位置正確、無空瓶、無灰塵，在保質(zhì)期內(nèi)。7.召開班會，培訓員工7.1指出存在的問題和解決方法。7.2布置工作任務(wù)，提出要求及欲達目的。7.3根據(jù)制定的培訓計劃開展培訓。7.4員工受訓后，了解培訓內(nèi)容，掌握操作規(guī)范，符合要求?？蛣?wù)部經(jīng)理工作程序RD014.處理突發(fā)事件步驟/內(nèi)容標準1.了解事件發(fā)生的過程1.1聽取匯報。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護酒店正常接待秩序。3.實施解決方案3.1能被賓客接受。3.2維護酒店利益。4.備案4.1事件的跟蹤處理。4.2賓客對處理結(jié)果的信息反饋。4.3部門內(nèi)部的專題培訓。5.處理客人投訴步驟/內(nèi)容標準1.傾聽認真傾聽，保持目光接觸準確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人道歉。1.3詢問客人的姓名和房號。2.解決問題2.1詳細了解情況，做出具體分析。2.2找出解決問題的方法并征詢客人的意見。2.3熱誠幫助客人解決，不能推委拒絕。2.4無論投訴性質(zhì)如何，均不得表現(xiàn)出對客人的不信任。2.5如不能馬上答復(fù)客人，應(yīng)立即請示上級。2.6首先向客人道歉，在道歉的過程中婉言解釋。2.7如有必要，向投訴客人贈送禮品以表示歉意?？蛣?wù)部經(jīng)理工作程序RD01續(xù)表步驟/內(nèi)容標準3.記錄3.1對事情全部過程記錄在案，準確、無遺漏。3.2寫明時間，投訴原因，解決方法。3.3有些記錄要上報大堂副理備案。3.4就此事對員工進行培訓，避免再次發(fā)生。6、與其它崗位相接口的程序：序號程序名接口部門/崗位前廳程序前廳經(jīng)理大堂程序大堂副理大堂程序金鑰匙樓面程序樓面經(jīng)理PA程序PA經(jīng)理管理隨想：（共5頁）__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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并予以落實。2.房間質(zhì)量2.1每日抽查領(lǐng)班檢查過的房間間。2.2房間清潔衛(wèi)生符合酒店要求，物品配備齊全。2.3檢查待修房的衛(wèi)生和維修項目，維修好后馬上安排恢復(fù)。3.VIP接待工作3.1檢查預(yù)定VIP房間的準備工作，根據(jù)接待要求，對VIP客房的衛(wèi)生、設(shè)備進行檢查，確保按酒店要求布置。3.2檢查住店VIP的服務(wù)規(guī)范，確保符合酒店要求，客人滿意。4.樓層鑰匙管理4.1萬能鑰匙的領(lǐng)、歸還記錄完整、清晰。4.2鑰匙使用符合要求。5.檢查工作記錄5.1檢查領(lǐng)班的工作日志，保證其記錄完整。5.2抽查服務(wù)員、清掃員工作日志，服務(wù)時間準確，交班內(nèi)容無遺漏。6檢查消防器材6.1檢查所轄區(qū)域內(nèi)擺放的消防器材，確保其擺放位置正確、無空瓶、無灰塵，在保質(zhì)期內(nèi)。7.召開班會，培訓員工7.1指出存在的問題和解決方法。7.2布置工作任務(wù)，提出要求及欲達目的。7.3根據(jù)制定的培訓計劃開展培訓。7.4員工受訓后，了解培訓內(nèi)容，掌握操作規(guī)范，符合要求?？蛣?wù)部樓面經(jīng)理工作程序RD054.處理突發(fā)事件步驟/內(nèi)容標準1.了解事件發(fā)生的過程1.1聽取匯報。1.2親自了解。2.提出解決建議2.1客觀分析。2.2維護酒店正常接待秩序。3.實施解決方案3.1能被賓客接受。3.2維護酒店利益。4.備案4.1事件的跟蹤處理。4.2賓客對處理結(jié)果的信息反饋。4.3部門內(nèi)部的專題培訓。5.處理客人投訴步驟/內(nèi)容標準1.傾聽認真傾聽，保持目光接觸準確了解每一細節(jié)，不要插話打斷客人。1.2禮貌地向客人道歉。1.3詢問客人的姓名和房號。2.解決問題2.1詳細了解情況，做出具體分析。2.2找出解決問題的方法并征詢客人的意見。2.3熱誠幫助客人解決，不能推委拒絕。2.4無論投訴性質(zhì)如何，均不得表現(xiàn)出對客人的不信任。2.5如不能馬上答復(fù)客人，應(yīng)立即請示上級。2.6首先向客人道歉，在道歉的過程中婉言解釋。2.7如有必要，向投訴客人贈送禮品以表示歉意?？蛣?wù)部樓面經(jīng)理工作程序RD05續(xù)表步驟/內(nèi)容標準3.記錄3.1對事情全部過程記錄在案，準確、無遺漏。3.2寫明時間，投訴原因，解決方法。3.3有些記錄要上報大堂副理備案。3.4就此事對員工進行培訓，避免再次發(fā)生。6、與其它崗位相接口的程序：序號程序名接口部門/崗位樓面程序樓面領(lǐng)班、客房中心領(lǐng)班管理隨想：（共5頁）____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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樓面領(lǐng)班工作程序RD115.報空房步驟/內(nèi)容標準1.檢查1.1根據(jù)檢查房間、衛(wèi)生間的工作程序全面檢查房間、衛(wèi)生間。1.2確保清潔程度符合標準。1.3客用品配備齊全。2.報房（根據(jù)實際情況，兩條標準選用一條。）2.1打電話至客務(wù)中心報房況更改：“xx房為空房?！狈刻枩蚀_。2.2拿起房間電話撥，等待聽到，掛上電話，電腦記錄將會自動跳成空房。（根據(jù)電腦系統(tǒng)）。3.填寫工作單3.1在工作單該房號前注明“OK”。6.收取小酒吧帳單步驟/內(nèi)容標準1.收取帳單1.1由領(lǐng)班負責收取所管區(qū)域的帳單。1.2對照服務(wù)員工作本，核對帳單上的房號、客人姓名、日期、時間（上午、下午）服務(wù)員姓名、所消費酒水的品種及數(shù)量。2.登記2.1根據(jù)所開帳單，將消耗的飲料品種、數(shù)量填寫在每日飲料消耗補充單上。3.核對帳單3.1根據(jù)單價核算總計數(shù)，確認無差錯。4.送至前臺收款4.1將所有帳單送到前臺收款入帳，由簽受人簽名。

樓面領(lǐng)班工作程序RD117.飲料管理步驟/內(nèi)容標準1.核對飲料1.1早、晚班領(lǐng)班上班后須立即核對飲料柜中的飲料。1.2數(shù)量、品種無差錯。2.發(fā)飲料2.1按飲料用量發(fā)給服務(wù)員補充客房小酒吧,無遺漏。2.2將本班次所消耗的飲料數(shù)填在《每日飲料消耗單》上。2.3晚班領(lǐng)班將當日所消耗飲料數(shù)填在《每周飲料消耗單》上。3.核對帳單3.1夜班服務(wù)員從前臺收款處取回當日所有飲料帳單的回單，與早班、晚班填寫的《每日飲料消耗單》核對，確保準確。3.2按樓層分類并逐一訂好。3.3若回回單與“消耗表”不符，需單獨列出，于次日查找原因。3.4次日早上，由領(lǐng)班將前一日飲料消耗登記在“飲料消耗總帳簿”上。4.保管4.1保證樓層酒水柜內(nèi)的數(shù)量與定量相符，無胖聽、過期。4.2每周由領(lǐng)班根據(jù)上周實際用量開出《飲料領(lǐng)用單》，補充樓層酒水。4.3每周由分點經(jīng)理抽查飲料柜，經(jīng)理不定期抽查。4.4每月協(xié)助財務(wù)部倉管人員對倉庫內(nèi)庫存飲料進行盤點。

樓面領(lǐng)班工作程序RD118.檢查服務(wù)員工作單步驟/內(nèi)容標準1.欄目填寫用正楷填寫樓層、日期、當班者姓名、清掃員姓名，清晰可辨。2.房間狀況2.1準確填寫樓層狀況（“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住客房要寫清床位（床位“A”靠窗臺；床位“B”靠衛(wèi)生間）。2.3填寫貴賓房的接待等級。3.各類進出房的時間3.1打掃房間時間。3.2換茶具時間。3.3洗衣時間（在規(guī)定時間之前電話報洗衣房）。3.4維修項目及時間（維修項目旁注明急修或普修，修好后再注明OK）。3.5報紙的種類及發(fā)放時間（在種類上打“√”，表示已發(fā)。）3.6結(jié)帳、離店時間（在旁注明收款員姓名）。3.7進店時間（進店時間旁注明人數(shù)）。3.8巡視樓層時間（早班分鐘巡視一次，晚班分鐘巡視一次）。4.住客房情況4.1房內(nèi)如有貴重物品，須填寫清楚房號、物品種類（電器、首飾等）。4.2借用物品（種類及數(shù)量）。4.3特殊要求。4.4飲料消耗品種及補充（補充后在飲料消耗品上打“√”）。4.5遺留何種物品。5.清潔情況5.1服務(wù)員返工后，須在返工項目上打“√”。樓面領(lǐng)班工作程序RD119.交接班步驟/內(nèi)容標準1.為打掃的房間早班因請勿打擾、雙鎖或客人不需要打掃的房間，房號無遺漏。2.物品的借用和出租情況2.1房號、借用或出租物品、使用時間。2.2房號及物品無遺漏。3.重要客人情況3.1貴賓房、病人、殘疾客人、特殊要求的客人。3.2房號、內(nèi)容填寫清楚。4.客房維修情況4.1準確記錄正在維修或需要維修的房號、內(nèi)容。5.飲料消耗情況5.1將飲料補充單與飲料柜內(nèi)飲料交于晚班。5.2品種、數(shù)量齊全。6.團隊進店準備情況6.1將團號、放報紙等準備情況交接清楚。10、與其它崗位相接口的程序：序號程序名接口部門/崗位1、清潔程序清潔員2、服務(wù)程序服務(wù)員管理隨想：（共5頁）_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________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文員兼?zhèn)}管工作程序RD181.客務(wù)部經(jīng)理會議前的準備步驟/內(nèi)容標準1.酒店晨會前的準備前日《營業(yè)日報表》。當日重要客情。昨日晨會中提出的有關(guān)本部門的問題解決情況。2.其他會議2.1根據(jù)會議要求，準備相應(yīng)資料。2.2根據(jù)經(jīng)理的要求準備。通知召集部門會議步驟/內(nèi)容標準1.確認與部門經(jīng)理確認會議時間、地點、參加人員。落實場地。2.通知固定會議提前一小時通知參加人員。臨時會議提前通知。3.做會議記錄步驟/內(nèi)容標準1.記錄1.1會議內(nèi)