星級酒店客務(wù)部各崗位工作流程模板

星級酒店客務(wù)部各崗位工作流程資料內(nèi)容僅供參考，如有不當(dāng)或者侵權(quán)，請聯(lián)系本人改正或者刪除。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(dǎo)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(biāo)準(zhǔn)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(biāo)準(zhǔn)1.檢查儀表儀容著裝整潔、挺括,發(fā)型標(biāo)準(zhǔn),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(dāng)日任務(wù)2.1講解當(dāng)日任務(wù)項目、標(biāo)準(zhǔn)以及怎樣做,用何種工具、清潔劑。3.培訓(xùn)3.1學(xué)英語或其它,發(fā)音標(biāo)準(zhǔn),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(zhǔn)確無誤。4.2強調(diào)當(dāng)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(dǎo)、巡查步驟/內(nèi)容標(biāo)準(zhǔn)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(zhǔn)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(zhǔn)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(xùn)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(xùn)計劃開展培訓(xùn)。7.4員工受訓(xùn)后,了解培訓(xùn)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(biāo)準(zhǔn)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(xùn)。5.處理客人投訴步驟/內(nèi)容標(biāo)準(zhǔn)1.傾聽認真傾聽,保持目光接觸準(zhǔn)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(biāo)準(zhǔn)3.記錄3.1對事情全部過程記錄在案,準(zhǔn)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(xùn),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)___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________客務(wù)部樓面經(jīng)理工作程序RD05客務(wù)部樓面經(jīng)理工作程序1.召開班前會2.參加部門會議3.現(xiàn)場巡查、督導(dǎo)4.處理突發(fā)事件5.處理客人投訴做工作記錄客務(wù)部樓面經(jīng)理工作程序RD051.召開班前會步驟/內(nèi)容標(biāo)準(zhǔn)1.檢查儀表儀容著裝整潔、挺括,發(fā)型標(biāo)準(zhǔn),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(dāng)日任務(wù)2.1講解當(dāng)日任務(wù)項目、標(biāo)準(zhǔn)以及怎樣做,用何種工具、清潔劑。3.培訓(xùn)3.1學(xué)英語或其它,發(fā)音標(biāo)準(zhǔn),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(zhǔn)確無誤。4.2強調(diào)當(dāng)日進店的貴賓、團隊和有特殊要求的客人及房號。參加酒店/部門會議步驟/內(nèi)容標(biāo)準(zhǔn)1.應(yīng)客務(wù)部經(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。3.參加由客務(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.主持召開客房樓面管理人員例會4.1傳達客務(wù)部經(jīng)理對工作的要求。通報工作及布置任務(wù)的完成情況。制定本周工作計劃及需部門協(xié)助解決的事項?？蛣?wù)部樓面經(jīng)理工作程序RD053.現(xiàn)場督導(dǎo)、巡查步驟/內(nèi)容標(biāo)準(zhǔn)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(zhǔn)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(zhǔn)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(xùn)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(xùn)計劃開展培訓(xùn)。7.4員工受訓(xùn)后,了解培訓(xùn)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(biāo)準(zhǔn)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(xùn)。5.處理客人投訴步驟/內(nèi)容標(biāo)準(zhǔn)1.傾聽認真傾聽,保持目光接觸準(zhǔn)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(biāo)準(zhǔn)3.記錄3.1對事情全部過程記錄在案,準(zhǔn)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(xùn),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)__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________樓面領(lǐng)班工作程序RD11樓面領(lǐng)班工作程序1.班前準(zhǔn)備2.分配清掃房間3.召開班前會4.檢查房間、衛(wèi)生間6.收取小酒吧帳單5.報空房7.飲料管理8.檢查服務(wù)員工作單9.交接班樓面領(lǐng)班工作程序RD111.班前準(zhǔn)備步驟/內(nèi)容標(biāo)準(zhǔn)1.領(lǐng)取表格1.1領(lǐng)取領(lǐng)班工作單,記錄當(dāng)班服務(wù)員的姓名。1.2看前日晚班領(lǐng)班工作單、夜班工作單,摘抄前班交班事項;1.3看當(dāng)日進、離店表,了解客情。2.領(lǐng)取鑰匙2.1領(lǐng)取所轄段的萬能鑰匙。2.2在《鑰匙管理表》上填寫鑰匙編號、領(lǐng)用人和領(lǐng)用時間。3.領(lǐng)取尋呼機3.1領(lǐng)取所轄段的尋呼機。3.2填寫尋呼機單。2.分配清掃房間步驟/內(nèi)容標(biāo)準(zhǔn)1.計算需做房數(shù)1.1計算當(dāng)日實際出租房間數(shù),數(shù)據(jù)準(zhǔn)確。2.分配工作2.1根據(jù)實際任務(wù)調(diào)配清掃員。2.2根據(jù)當(dāng)日的做房數(shù)分配清掃員。3.召開班前會步驟/內(nèi)容標(biāo)準(zhǔn)1.開會1.1根據(jù)考勤表點名。1.2檢查儀表儀容。1.3布置工作任務(wù)。2.培訓(xùn)2.1指出前一天做的不好的地方。2.2今后應(yīng)改正做好的。樓面領(lǐng)班工作程序RD114.檢查房間步驟/內(nèi)容標(biāo)準(zhǔn)1.設(shè)備1.1門鎖、防盜扣正常,螺絲無松動。1.2電燈工作正常,燈泡w,燈罩無斑跡。1.3空調(diào)工作正常,無雜音。空調(diào)調(diào)至規(guī)定檔位:溫度:22。5°С,風(fēng)力:低檔。1.4電視正常工作:所有頻道畫面清晰,與服務(wù)指南上所列頻道相符。電視固定在頻道。1.5電話工作正常,音量調(diào)至處,鈴聲音量調(diào)至檔。2.客用品的擺放2.1根據(jù)房間物品定位標(biāo)準(zhǔn)逐一檢查,無遺漏。3.家具3.1家具按規(guī)定位置擺放,無破損。4.床及床上用品4.1床罩、云絲被、枕套、床單、床墊、床裙無破損、斑跡,無毛發(fā)。5.窗簾5.1窗簾拉合正常,無脫軌、脫鉤、斑跡、破損。6.清潔6.1織品無破損、斑跡、毛發(fā)。6.2家具無斑跡、灰塵。6.3杯具無斑跡、灰塵、指印。6.4地毯無紙屑、雜物、斑跡。6.5墻面、天花無斑跡、破損。6.5床底無雜物。樓面領(lǐng)班工作程序RD11檢查衛(wèi)生間步驟/內(nèi)容標(biāo)準(zhǔn)1.設(shè)備1.1門鎖正常,無松動。1.2臉盆、恭桶、浴缸進出水正常。1.3電話工作正常。1.4電吹風(fēng)工作正常,風(fēng)量調(diào)至低檔。1.5剃須刀插座工作正常,調(diào)至關(guān)閉狀態(tài)。1.6人體秤外部無污跡,指針歸零。2.客用品的擺放2.1根據(jù)衛(wèi)生間物品定位標(biāo)準(zhǔn)檢查。3.衛(wèi)生、清潔3.1檢查臉盆、恭桶、浴缸清潔,無斑跡、水跡、毛發(fā)。3.2鏡面光亮、干凈,無斑跡、水跡、毛發(fā)。3.3皂碟、皂缸干凈,無斑跡、水跡、毛發(fā)。3.4浴簾無斑跡、毛發(fā),無脫鉤現(xiàn)象。3.5金屬制品光亮、無斑跡、毛發(fā)。3.5墻面、頂部無污跡、黃斑、水跡、毛發(fā)。3.6門內(nèi)外無手印及污跡。3.7地面干凈、無灰塵、水跡、毛發(fā)。

樓面領(lǐng)班工作程序RD115.報空房步驟/內(nèi)容標(biāo)準(zhǔn)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(biāo)準(zhǔn)。1.3客用品配備齊全。2.報房(根據(jù)實際情況,兩條標(biāo)準(zhǔn)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?zhǔn)確。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”O(jiān)K”。6.收取小酒吧帳單步驟/內(nèi)容標(biāo)準(zhǔn)1.收取帳單1.1由領(lǐng)班負責(zé)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(biāo)準(zhǔn)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(dāng)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(dāng)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(zhǔn)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(biāo)準(zhǔn)1.欄目填寫用正楷填寫樓層、日期、當(dāng)班者姓名、清掃員姓名,清晰可辨。2.房間狀況2.1準(zhǔn)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(biāo)準(zhǔn)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(zhǔn)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(zhǔn)備情況6.1將團號、放報紙等準(zhǔn)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(zhǔn)備步驟/內(nèi)容標(biāo)準(zhǔn)1.酒店晨會前的準(zhǔn)備前日《營業(yè)日報表》。當(dāng)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.其它會議2.1根據(jù)會議要求,準(zhǔn)備相應(yīng)資料。2.2根據(jù)經(jīng)理的要求準(zhǔn)備。通知召集部門會議步驟/內(nèi)容標(biāo)準(zhǔn)1.確認與部門經(jīng)理確認會議時間、