某宾馆管理制度汇编.docx

目录
CATALOGUE
第一章管家部组织结构图 1
ORGANIZATION CHART
管家部岗位职责 1-25
POSITION RESPONSIBILITY OF DEPT
管家部经理 Dept. Manager 2
楼层经理 Head Floor Supervisor 3
楼层督导 Floor Captain 5
楼层服务员 Room Attendant 7
楼层清扫员 Room Cleaner 9
公共区域经理 Public Area Supervisor 11
公共区域督导 Public Area Captain 12
公共区域服务员 Public Area Attendant 13
花房管理员 Florist 14
公共区域清洁工 Public Area Cleaner 15
洗涤部经理 Laundry Manager 16
洗涤部督导 Laundry Captain 17
干洗工 Dry Cleaner 18
大湿洗工 Washer-Large Items 20
小湿洗工 Washer-Small Items 21
平烫工 Flat Work Ironer 22
布草折叠工 Linen Folding Attendant 23
布草收发员 Linen Delivery Maid 24
制服收发员 Uniform Delivery Maid 25
管家部各岗位操作程序 27-136
OPERATION PROCEDURE
楼层经理 Head Floor Supervisor 27
处理客人投诉 Handling Guest’plains 27
楼层督导 Floor Captain 28-31
检查客房 Checking Guest Rooms 28
收取小酒吧帐单 Collecting Mini-bar Bill 30
饮料管理 Controlling wine & Beverage 31
楼层服务员 Room Attendant 32-53
楼层钥匙领用和保管 Picking up& Keeping Room Key 32
开酒水帐单 Filling in Wine & Beverage Bill 33
杯具洗涤、消毒 Washing-up & Disinfecting Glassware 34
客用品领用、存放 Application of &Keeping Items 35
客人要求开门 Handling Request for Opening the Door 36
引领客人进房 Greeting the Guests 37
报交遗留物品 Delivering Properties Left Behind by Guest 38
客人离店结帐 Guest Check-out 39
查走客房(遗留物品) Check-up C/O Room 40
做夜床 Providing Turn-down Service 41
开房门 Opening the Door 43
加床 Handling Request for Extra Bed 44
铺床 Making the Bed 45
上毛巾、茶水 Offering Towel / Tea Service 46
客房二次打扫 Re-cleaning the Room 47
重点宾客进房 Receiving VIP 48
擦皮鞋 Providing Free Shoe Shining Service 49
翻转床垫 Turning the Mattress 50
洗涤浴帘 Washing Shower Curtain 51
吸尘器使用和保养 Using & Maintaining Vacuum Cleaner 52
处理意外损坏宾客物品 Dealing with Damaging Guests ’Articles 53
客房清扫员 Room Cleaner 54-59