酒店管理目录--酒店营运管理实务目录(叶予舜).docx

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营运管理实务目录 WORKING MANUAL OF RED BOAT HOTEL 写在前面的话 PREFACE 总编 CONTENTS 第一章第二章第一节第二节第三节第四节第五节第六节第七节酒店简介 GENERAL STATEMENT 管理体系 MANAGEMENT SYSTEM 附：组织结构图 APPENDIX: ORGANIZATION CHART 经营理念 The Spirit of Red Boat Hotel 顾客政策 Customer Policies 质量管理体系 Quality Control System 服务质量保证书 Quality Guarantee 人事政策及培训计划实施 Personnel Policies & Training 酒店内部刊物（店报） News Paper 员工手册 Staff Handbook 1 叶予舜第一编：总经理 Ⅰ、GENERAL MANAGER 第一章总经理 ····························································· G.M 1.1 1.2 总经理驻店经理 General Manager ·································· Resident Manager ································· 第二章总经理秘书 ······················································ G.M’S SECRETARY 2.1 2.2 第三章总经理秘书文员会议程序 G.M Secretary ····································· Clerk ··············································· ········································································ MEETING SCHEDULE 2 叶予舜第二编：市场营销部 Ⅱ、MARKET & SALES DEPT 第一章市场营销部组织结构图 ························································ ORGANIZATON CHART 第二章市场营销部各岗位职责 ········································· POSITION RESPONSIBILITIES OF M&S DEPT 2.1 2.2 2.3 2.4 2.5 市场营销部经理商务销售代表旅行社销售代表秘书美工 M&S Dept Manager································· Sales Representative of Commercial·············· Sales Representative of Travel Agency ········· Secretary ··········································· Art Designer······································· 第三章市场营销部各岗位工作程序及标准 ························· STANDARD OPERATION PROCEDURE OF M&S DEPT 3.1 3.2 3.3 商务销售代表促销访问长包房销售团队预订 Promotion and Sales Call ······················ Long-Staying Room Sales······················· Group Reservation ······························· 3.4 旅行社销售代表外出销售 Outside Sales Call ·································· 3.5 3.6 3.7 会议销售与旅行社签订协议团队预订更改、取消 Conference Sales ································· Travel Agency Agreement Signing················· Reservation Amendment & Cancellation········· 第四章附加程序·························································· ACCESSORY PROCEDURES 4.1 4.2 4.3 4.4 处理突发事件客用印刷品制作客户档案建档大型活动工作安排 Handling an Emergency ···························· Presswork Making··································· Account File Establishing ························· Large Activity Arrangement······················· 3 叶予舜 4.5 组织新闻发布会 Press Briefing ········································ 第五章市场营销部管理制度 ······················································ MANAGEMENT SYSTEM OF M&S DEPT 5.1 5.2 5.3 5.4 5.5 5.6 5.7 接待办公室环境资料例会工作汇报工作业绩考核美工室管理制度 Reception ·········································· Office Environment ·································· Data ···················································· Regular Meeting ······································ Job Report ············································· Job Result Evaluation ································ Art Design Office····································· 第六章市场营销部内部运转表格 ····································· OPERATION LIST OF M&S DEPT 4 叶予舜第三编：财务部 Ⅲ、FINANCIAL DEPT 第一章第二章财务部组织结构图······························································ ORGANIZATION CHART 财务部岗位职责及工作程序··············································· POSITION RESPONSIBILITIES OF FIN DEPT 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13 2.14 2.15 2.16 2.17 2.18 财务总监副财务总监秘书会计主任总帐费用核算员资产核算员信贷应收员应付款文员出纳员工资员收银主任收银督导审计员总台收银站点收银员成本控制部主任材料核算员 Financial Controller ···································· Deputy Finance Director ······························ Secretary················································· Chief Accountant ······································ General Ledger ········································ Cost Control Clerk ···································· Assets Ledger Clerk ·································· Credit & A/R ·················································· Accounts Payable Clerk ······························ Cashier ·················································· Payroll ·················································· Chief Cashier ·········································· Cashier Captain········································ Auditor·················································· Front Desk Cashier···································· Outlets Cashier ········································ Chief Cost Controller ································· Costing Clerk–Materials ····························· 5 叶予舜 2.19 2.20 2.21 2.22 2.23 2.24 2.25 2.26 2.27 2.28 食品原料仓库保管员饮品烟草仓库保管员物资仓库保管员收货员电脑部经理电脑硬件工程师电脑软件工程师采购部经理采购部督导采购员 Storekeeper–Food ····································· Storekeeper–Beverage & Tobacco ·················· Storekeeper–General ·································· Receiving Clerk ······································· EDP Manager ·········································· EDP Officer–Hardware ······························· EDP Officer–Software ································ Purchasing Manager ·································· Purchasing Captain···································· Purchasier ·············································· 第三章财务管理制度与程序 ······················································· MANAGEMENT SYETEM & PROCEDURE OF FIN DEPT 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17 餐厅收银结帐信用卡结帐信用卡压卡收银员编制报告收银员下班交接总出纳工作现金支出报销客房房租收入审计转帐支票授理信用卡托收的处理点菜单传递的控制帐单传递货币传递控制客人离店时间的控制房租减免的内部控制营业点帐单建立营业点帐单结帐 Restaurant Cashier Check-out ···················· Credit Card Check-out ····························· Credit Card Push-Down ······························ Cashier Workout Reporting ······················· Cashier’s Off Duty Connect ······················ General Cashier Job Procedures····················· Cash Payout ············································ Guest Room Rate Receipt Audit ···················· Virement Cheque Teach The Reason ··············· Credit Card Collection’s manage···················· Captain Order Transfer Control ····················· Bill Transfer Procedures······························ Currency Transfer Control ··························· Guest Departure Time Control ························· Rent Derating Inside Control ························ Outlets Bill Found····································· Outlets Bill Check-out ····························· 6 叶予舜 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28 3.29 3.30 3.31 3.32 3.33 3.34 3.35 3.36 3.37 3.38 3.39 3.40 3.41 3.42 信用卡授权程序散客签字消费单位、团队签字转帐营业发票使用审核营业点帐款审核前厅帐款编制营业日报表夜间稽核工作信贷政策预算编制程序应收款管理收银员管理出纳员管理审计员管理现金管理总出纳管理采购部管理物资采购申请采购报价、确认采购审批采购物品的结算提货工作程序物品验收程序采购方式及有关程序仓库的收、发及盘存 Credit Card Accredit ·································· FIT Signing Consume ································ Unit & Group Signing Transfer Account··········· Business Invoice Useing ····························· Audit Outlets Account ································ Audit Front Office Account ·························· Workout Business Day Statement ·················· Night Audit Job ········································ Credit Policy ··········································· Budget Workout Procedures ························· Accounts Receivable Manage ······················· Outlets Cashier Manage ······························ Cashier Manage ······································· Auditor Manage ····································· Cash Manage········································· General Cashier Manage ··························· Stocking Manage ···································· Goods Stock Application ··························· Stock Quoted Price&Confirm ····················· Stock Examine&Approve ·························· Stock Goods Balance of accounts ················· Pick Up The Goods Job Procedures ·············· Goods Receiving ····································· Stock Way& Procedures···························· Storeroom Accepting、Send Out、Inventory··· 3.43 3.44 3.45 3.46 食品和饮料存货-定价、标志与贮藏 F&B Stock:price、Sign&Store ···· 食品和饮料存货-发货、申请领货 F&B Stock: Send Out& Application··· 食品和饮料存货-标准存货 F&B Stock:Standard ···························· 食品和饮料存货-实地盘存 F&B Stock: On-The-Spot Inventory ·········· 3.47 食品成本控制程序 Food Cost Control··································· 7 叶予舜 3.48 3.49 3.50 3.51 3.52 3.53 3.54 3.55 3.56 3.57 3.58 食品标准成本卡制作食品标准成本计算食品标准成本核算餐饮公关费用菜肴的产销核对酒水标准成本制作饮料成本控制饮料销售还原表建立餐饮成本日报表编制鲜活食品价格的制订干货水果等验收 Food Standard Cost Card Execution ·············· Food Standard Cost Account ······················ Food Standard Cost Check ························· F&B Public relations Cost ························· Menu Produce&Sell Check ························ Beverage Standard Cost Check···················· Beverage Cost Control······························ Beverage Sale Revert Form Found ··············· F&B Cost Day Statement Workout ·············· Fresh Food Price Working-Out ···················· Dried Food&Fruit Etc Receiving ················· 3.59 鲜活食品验收单据填写 Fresh Food Receiving Bill Fill In·················· 3.60 3.61 应付款管理薪金会计管理 Accounts Payable Manage ························· Payroll Accountant Manage························ 第四章财务部各类运转表格 ················································· OPERATION LIST OF FIN DEPT 8 叶予舜第四编：前厅部 Ⅳ、FRONT OFFICE DEPT 第一章第二章前厅部组织结构图 ORGANIZATION CHART························································· 前厅部岗位职责 POSITION RESPONSIBILITIES OF F.O DEPT························· 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13 2.14 2.15 2.16 前厅部经理前厅部秘书大堂副理前台接待经理前台接待员预订员总机督导总机话务员首席礼宾司迎宾员行李员商务中心督导商务中心文员商场经理商场员工医务室医生 F.O Manager ····································· F.O Secretary ······································ Assistant Manager ································ Reception Manager ······························· Receptionist ········································ Reservation Clerk ································· Operator Captain ································· Operator ··········································· Chief Concierge ·································· Door man·········································· Bell man ········································· B.C Captain ······································· B.C Clerk·········································· Gift Shop Manager······························· Seller ············································· Infirmary Doctor ································ 第三章第一节前厅部各岗位操作程序 STANDARD OPERATION PROCEDURE OF F.O DEPT 前厅部各岗位每日工作内容 9 叶予舜 F.O Department Check List ················································· 3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 3.1.6 3.1.7 前厅部经理大堂副理前台接待经理总机/商务中心督导首席礼宾司预定员前台接待 F.O Manager Check List ······················ Assistant Manager ······························· Reception Manager ····························· Operator/B/C Captain ··························· Chief Concierge ································· Preservationist ···································· Receptionist ····································· 3.1.8 礼宾员 Concierge ····································· 3.1.9 商场员工 Seller··············································· 3.1.10 总机话务员 Operator ········································ 3.1.11 商务中心文员 B/C Clerk ········································ 第二节前台程序与标准 F.O Standard Operation Procedure ········································ 3.2.1 3.2.2 3.2.3 3.2.4 3.2.5 3.2.6 3.2.7 3.2.8 3.2.9 受理电话预订传真、信函订房来店预订操作变更预订的处理散客入住程序散客离店程序残疾人接待程序团队入住团队离店 Room Reservation by Calling ·················· Room Reservation by Fax、Letter ·············· Room Reservation on the Spot ·················· Booking Amendment ···························· FIT Check-in ······································ FIT Check-out ···································· Handicapped Check-in···························· Group Check-in ·································· Group Check-out ·································· 3.2.10 长住客人接待服务 3.2.11 更换长住客人房卡 3.2.12 宾客推迟离店 3.2.13 处理双锁门，开双锁门 3.2.14 贵重物品寄存 3.2.15 调换房间/调整价格 3.2.16 处理折扣 3.2.17 房间异常报告处理 Long-staying Guests Service ··················· Long-staying Guests Room-key Change ······ Delay Check-out ··································· Room Double Lock ······························ Handing Safe Deposit Changing ··············· Room/Rate Changing ··························· Handle the Rebate Changes ····················· Room Discrepancy Report ······················· 10 叶予舜 3.2.18 行政楼层客人接待 3.2.19 行政楼层客人离店 3.2.20 客房没有准备好 3.2.21 处理宾客留言 3.2.22 查询客人房号 3.2.23 总台物品转送 Executive Floor Guest Arrival ·················· Executive Floor Guest Departure ·············· Room not Ready on Arrival ···················· Message handling ································ Room Number Inquire ···························· Guest’s Articles Send/Transfer ················· 3.2.24 VIP 信息更改 VIP information Change ··························· 3.2.25 办理房间房租变更手续 3.2.26 房间分配 3.2.27 房间钥匙管理 3.2.28 建立客史档案

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